Marriott is At Your Service

I’m staying at a Marriott and have noticed they promote and seem to follow an “At Your Service” philosophy. Pretty much the only hotel specific button on the phone is labeled “At Your Service.” When you push it, the call is forwarded to the front desk and they act as your operator. While I haven’t needed much from the hotel, I’ve been pretty impressed with how the way things are run so far. 

I did some research and “At Your Service” is more than just a one touch to an operator, but also a mix of a concierge, pre-arrival planning, and the company’s service philosophy. Marriott seems to have invested a lot of time and money into this and the employees seem to know about it. 

A press release said that At Your Service focuses on “the total guest experience from point of reservation to check-out.” Those are important things to focus on and something that it seems like Marriott has been doing.

I like it when companies pick a generally few words to focus around and really use that as their mission. If Marriott’s is At Your Service, that’s good for them. Rackspace has Fanatical Support. I think those short, simple culture phrases (if that’s what you want to call him) are very important to a customer service organization.

So that is today’s challenge. Try and think of a few words that summarize your customer service philosophy and what you want to do. Things like At Your Service, Fanatical Support, Customer Love, etc. Those are all great examples. Post what you come up with (or are already using) and I’ll feature it here.

Some unprofessional things I’ve noticed:

  • The front desk clerk joked about something related to my reservation. He said something along the lines of “You have a parking lot view, correct?” when I specifically asked for a mountain view. He was kidding, but I don’t usually appreciate that kind of humor.
  • I was in the little restaurant in the lobby and one employee was talking about how he is looking for a new job because his current job doesn’t allow for much growth and doesn’t pay very much.

Those are two things that I would generally label as unacceptable.

4 Responses to “Marriott is At Your Service”

  1. Tom said:

    Jun 13, 07 at 6:40 pm

    I can’t stand when I am in any customer-orientated environment and the employees are talking about how much they dislike their job or talking badly about other employees.

    When I was in high school, I worked at a supermarket. There, I had a manager who instilled in all of the cashiers that you are not to talk to each other when customers are there. It kept things quiet, it kept things efficient, and it kept customers happy. Off the clock, or during slow periods, everyone got along and had fun – but no matter how bad of a day you were having, talking negatively in front of the customers wasn’t tolerated.

    I’ve taken this with me and have tried to instill that in others that have worked under me. All of the great customer service policies can be squashed by negative attitudes from the front-line staff (point of sale in a retailer, waiters in a restaurant, etc).

  2. Glenn Ross said:

    Jun 14, 07 at 8:28 pm

    How much did Marriott charge you for Internet access? When I have a choice, I prefer to stay at Omni hotels because the level of customer service meets or exceeds Marriott’s AND they provide free Internet service.

    Regards,

    Glenn

  3. Service Untitled said:

    Jun 15, 07 at 10:48 am

    Glenn, my Internet access was free. I’ve stayed at Omni hotels before and I think the Marriott does a much better job – in terms of both Internet access and customer service.

    Tom: I agree – talking about how you don’t like your job or how anything about your job is not perfect is completely unacceptable in front of customers, guests, etc. I think your manager at the supermarket had a good idea and one that a lot of companies and employees could learn from.

    Thanks for your comments!

  4. Service Untitled » Haha, (not) funny. - customer service and customer service experience blog said:

    Jul 02, 07 at 12:59 pm

    […] Readers who have been reading Service Untitled since at least June 13 know that I don’t appreciate humor. Actually, that’s hardly the case. I like humor, comedians, and all of that, but don’t appreciate sarcastic or “realistic” humor during customer service interactions. […]