With Heart to Success
A satisfied, smiling and happy guest! We all work together to achieve this result. Enjoyment as if among friends, relaxing in a calm atmosphere, as well as fulfilled wishes and exceeded expectations – these are our goals, which our guest may experience. The following code of conduct applies:
1 I am motivated and give my best
I let the guest and my colleagues feel that I am proud to be a Lenkerhof employee and carry out my work with personal commitment and passion. My enthusiasm and warmth are contagious and have an inspiring effect on those around me.
2 I know and realise the goals
I know and regularly reflect on my personal goals as well as the goals of my department and the company as a whole, and continuously strive to achieve and exceed them. I know when and how I can contribute constructively.
3 I work professionally and continuously improve myself
I carry out my tasks efficiently, responsibly and conscientiously. «Whoever stops getting better, stops being good». That is why I actively take part in internal and external training courses and pass on the knowledge I gain to our employees. My Redbox entry is today's idea and tomorrow's success!
4 I know all services and recommend hotel products.
Giving the correct information, such as recommendations for our restaurants, accurate opening times or the range of services in the house, is second nature to me. Only if I know my product and live my work can I inspire the guest.
5 I am flexible and make the impossible possible
Even if a guest asks for the impossible, I take them seriously and respond to their wishes. I act in a solution-oriented and flexible way. I never say no and always offer an alternative. I turn the guest into a fan of Lenkerhof.
6 I treat every guest as a VIP and anticipate their wishes
I too celebrate being a warm host! I convey familiarity and security to the guest, and the feeling that they are welcome at any time and that we are pleased to have them visit us. I contribute to a relaxing and restful stay so that they come back.
7 I greet and bid farewell to the guest
The first and last impression count most. I welcome the guest in a warm, personal manner and bid them farewell with personal words, a genuine smile, open and positive body language, and express my thanks. I am happy to offer a handshake.
8 I am friendly and use the guest's name
That is the Lenkerhof – a family atmosphere – and I address every guest by name, sometimes leading to a small conversation. And of course I maintain eye contact.
9 Every smile counts
A smile does a lot of good and puts both the guest and colleagues in a positive frame of mind, even when I am not always feeling it. Incidentally: you can also hear on the phone when I am smiling.
10 I accompany the guest to their destination
If a guest is unfamiliar with the area, I accompany them to their destination, or at least walk part of the way with them, rather than just pointing out the general direction.
11 I answer telephone calls correctly
After no more than three rings, I answer with Lenkerhof gourmet spa resort/ Bergrestaurant Bühlberg (external call) or my department (if it is an internal call from a hotel room or another department), my name and greet the guest/colleague and ask how I can help. I mention the guest's name (at least 3 times during the conversation), speaking with a smile. I repeat their wishes and, if necessary, give the approximate waiting time.
12 I pay attention to detail and the personal touch
Holidays at Lenkerhof should be carefree and happy. I notice the guests' habits and preferences and fulfil their wishes before they are spoken. I care for the detail in front of and behind the scenes and promote the personal touch of our house. We pamper our guests!
13 I take time for the guest and do not show any hecticness
I give the guest the feeling that I am there only for them. I let them feel that their concern and they themselves are important to me. A smile is part of that, even when I am stressed by a lot of work! I remain calm, always walk at a measured pace and never raise my voice.
14 I use complaints as an opportunity
In order not to lose the guest, I do everything and show them that their complaint is in the right place with me. I take them seriously, listen carefully, put myself in their position, respond to them, express that I am sorry about the situation and apologise if a mistake has actually occurred. I take responsibility and act where necessary. I avoid any negative attitude and confrontation and try to turn the negative mood into a positive one and satisfy the guest. If necessary, I involve the supervisor or the Duty Manager and note down every complaint. I ensure a follow-up (by myself or the supervisor) so that the problem has been resolved to the guest's satisfaction.
15 As an ambassador of Lenkerhof, I behave loyally and discreetly
I am always aware that I am an ambassador of Lenkerhof towards the guest and also to the outside world. In front of the guest, colleagues and outside work, I always speak only positively about Lenkerhof. Internal matters remain internal. We are discreet.
16 I pay attention to a well-groomed appearance and my choice of words
A well-groomed appearance, good presentation and personal hygiene are prerequisites for making a competent, lasting impression. I ensure that my clothing complies with the Lenkerhof employee regulations and avoid colloquial and hotel-specific terms.
17 I take care of materials and furnishings
I help to ensure that Lenkerhof is kept in perfect condition in front of and behind the scenes. I report any defects immediately, use the available resources carefully and sparingly, and act in an environmentally conscious manner.
18 I practise teamwork and ensure a good working atmosphere
I promote and encourage cooperation and communication, pass on information, greet my colleagues and treat everyone with respect. I am helpful, exercise tolerance and show consideration for others.
19 I share responsibility for ensuring that we all implement the Lenkerhof Code
I actively implement the Lenkerhof Code and, if necessary, offer my colleagues help in this regard. In doing so, I take into account the 4Rs of our communication concept (right information, right time, right person, right tone). I thank my colleagues who support me in this respect.