Interview: Craig Boehm, Guest Services Manager, DoubleTree by Hilton™ Hotel and Conference Centre Regina
I have been with the DoubleTree Regina (formally the Regina Inn) for almost 17 years. I have held various roles in my career with SilverBirch including: Security, Bellman, G.S.A., G.S.A. Supervisor and currently Guest Services Manager (since reopening under the DoubleTree Brand). I believe working through these various roles and responsibilities has given me a greater understanding of the industry and our hotel. This experience has also given me the ability and knowledge to modify our procedures to adapt to our changing guests needs and preferences.
SBHR: With guest services being top of mind in your role, how do you best maintain guest satisfaction?
CB: It is most important to pay attention to the details; whether that is recognizing our regular guests, celebrating special occasions, or anticipating our guest’s needs before they arrive. We review our guest satisfaction surveys daily with our management and associates to ensure proper handling of any issues and prevent any further before they become a bigger issue. We also use this time to celebrate the amazing guest comments as well.
We recently developed a Guest Relations team which has hourly associates from each department. The team meets monthly to brainstorm ideas on things that we can do to enhance our guest’s experience. This could be anything from cross training on certain elements of a job in another department, items or equipment a department feels would help them do a better job, to the fun little things we can do throughout a guest’s stay to enhance their experience. Some of our favorite things include buying a randomly selected guest a Starbucks coffee in the morning, or celebrating a guest’s birthday by placing balloons and a complimentary birthday dessert in their room prior to their arrival.
SBHR: DoubleTree by Hilton™ Hotel and Conference Centre Regina was recently awarded TripAdvisor’s 2015 Certificate of Excellence (congratulations!), what SilverBirch value would you say contributed most to your team’s achievement, and why?
CB: We feel very honored to receive this award. I would say Quality is the value that best describes our team. As it is through our associate’s high standards and quality of service that they are able to ensure we create a rewarding experience for each and every one of our guests. This can clearly be seen by our TripAdvisor ranking and numerous mentions regarding exceptional staff in our guest’s comments. We are really proud of each of our associates as they are the ones that made this award possible and they deserve all the credit.
SBHR: What’s one thing that most people don’t know about you?
CB: I am an avid storm chaser and photographer; pretty much all summer I can be found driving around the prairies chasing….well actually getting chased by storms!
SBHR: What elements are most important to YOU when you’re staying as a guest in a hotel?
CB: I always look for 3 things when checking in:
1. A fast, friendly and informative check-in
2. A clean room and most importantly clean bathroom
3. Fast, reliable Internet
SBHR: How do you think the ease of mobile check-ins will affect the guest experience going forward?
CB: Mobile check-ins will greatly enhance our guest’s experience for both the guests that choose to use it and even those who don’t. The guests that choose to use this enhancement will be able to quickly and efficiently check into their room. In today’s fast paced world, this will be a huge selling point to guests. It will also greatly affect our non-users as it will lessen the time spent waiting in lines and will give the agents more time and ability to better serve the guest’s needs in a non-rushed manner.