Get Your Guest Services Staff Onboard The Tricycle of Guest Service Excellence!

As anyone who has ever attended a convention or a class knows, speakers, professors, and hospitality trainers use tangible, physical objects to represent intangible concepts. The KTN training team uses a tricycle as a model to represent the components that must work together for a guest to have an overall excellent stay.

Join in as Doug Kennedy explains how a tricycle is the perfect model. For one, it has three wheels, just like the three components of a memorable guest stay. The back wheels represent "Technology and Systems" and a quality "Physical Product," while the front wheel, which is the largest and leads the way, represents guest hospitality, which can only be delivered by way of human interactions.

• Regardless of what "wheel" the work you do is represented by, each must roll together in harmony for a guest to have a good experience.
• Guest services jobs require everyone to have a key role in keeping all three "wheels" rolling!
• The "product" wheel is certainly essential. Guest satisfaction starts with a clean, updated, well-maintained accommodation. Being attentive to housekeeping and maintenance is everyone's job.
• The "systems" wheel is also important. No guest will be happy if we don't operate efficiently. Everyone has a role in offering suggestions and ideas to evolve our processes.
• Yet it's the front wheel, representing hospitality experiences, that is the largest and which leads the way. It's this wheel that truly helps your lodging experiences stand out in the minds of guests, creating loyalty, encouraging word-of-mouth advertising and favorable social media posts.
• In the end, it's humans like us who sit down, grab the handlebars, and start pumping those pedals in order to drive excellent guest experiences daily!

For more information please contact Doug Kennedy