Comments on: Holiday Stress - How to Handle It http://newsletter.blizzardinternet.com/holiday-stress-how-to-handle-it/2006/12/08/ Hospitality Industry Internet Markting Blog from Blizzard Internet Marketing Wed, 03 Dec 2008 22:40:10 +0000 http://wordpress.org/?v=2.5.1 By: Jackie Binion http://newsletter.blizzardinternet.com/holiday-stress-how-to-handle-it/2006/12/08/#comment-35839 Jackie Binion Thu, 21 Dec 2006 23:01:22 +0000 http://newsletter.blizzardinternet.com/holiday-stress-how-to-handle-it/2006/12/08/#comment-35839 Brian, Yes, I agree 100% with everything you say here!! This especially rings true after this huge snowstorm that has basically disabled parts of our great state. Thanks for a great addition to my post. Happy Holidays! Brian,
Yes, I agree 100% with everything you say here!! This especially rings true after this huge snowstorm that has basically disabled parts of our great state. Thanks for a great addition to my post. Happy Holidays!

]]> By: Brian Lence http://newsletter.blizzardinternet.com/holiday-stress-how-to-handle-it/2006/12/08/#comment-35831 Brian Lence Thu, 21 Dec 2006 21:34:20 +0000 http://newsletter.blizzardinternet.com/holiday-stress-how-to-handle-it/2006/12/08/#comment-35831 I think you touch on a good point Jackie. The aspect I’d like to expand upon is the stress of those on vacation, as it is especially relevant for us in the lodging industry, and arguably more so during the holiday season. It is all too easy for us that live, work and play in the resorts where people spend big money to come on vacation, to forget that our guests quite often have not had a vacation in months, maybe years. Here in Winter Park, Colorado, all too frequently I see guests arrive, not only exhausted from long periods of unbroken (and stress-related) work, but tired and fed up of the actual planning and traveling involved to actually get to their vacation destination. Traveling in itself can potentially be very stressful – either the long haul from home for our drive-destination guests, or the drive to the airport (don’t be late), followed by possible delayed flights, missed connections, late arrivals, re-scheduled shuttles and a white-knuckle drive over Berthoud Pass in blizzard conditions. Throw in a few impatient or crying kids to compound a headache brought on by a 9,000 foot elevation change, and then see what state of mind you guest is in when they arrive at your front desk to check in. Consequently, it is incumbent upon us not only to ensure that their lodging is in good shape and ready to go, but to welcome them on arrival, and make the whole check-in process as relaxing, pleasant and hassle-free as possible. You can be assured that the slightest thing wrong during these first few minutes and hours will send them over the edge. I have found through experience that given a day or two to relax and unwind, after a few memorable turns on the mountain, a hot-tub, a couple of great dinners and a beer or glass of wine or two, and things are way different. Merely giving the guest a set of keys and directions to the unit is not good enough. It’s our job to help them lose some of their built-up stress by giving quality guest service from the beginning to the end of their vacation. A greater understanding of the possibility that the guest in front of you might be completely stressed out, followed by a smile and a few smoothing words will go a long way. I think you touch on a good point Jackie. The aspect I’d like to expand upon is the stress of those on vacation, as it is especially relevant for us in the lodging industry, and arguably more so during the holiday season.

It is all too easy for us that live, work and play in the resorts where people spend big money to come on vacation, to forget that our guests quite often have not had a vacation in months, maybe years. Here in Winter Park, Colorado, all too frequently I see guests arrive, not only exhausted from long periods of unbroken (and stress-related) work, but tired and fed up of the actual planning and traveling involved to actually get to their vacation destination.

Traveling in itself can potentially be very stressful – either the long haul from home for our drive-destination guests, or the drive to the airport (don’t be late), followed by possible delayed flights, missed connections, late arrivals, re-scheduled shuttles and a white-knuckle drive over Berthoud Pass in blizzard conditions. Throw in a few impatient or crying kids to compound a headache brought on by a 9,000 foot elevation change, and then see what state of mind you guest is in when they arrive at your front desk to check in.

Consequently, it is incumbent upon us not only to ensure that their lodging is in good shape and ready to go, but to welcome them on arrival, and make the whole check-in process as relaxing, pleasant and hassle-free as possible. You can be assured that the slightest thing wrong during these first few minutes and hours will send them over the edge. I have found through experience that given a day or two to relax and unwind, after a few memorable turns on the mountain, a hot-tub, a couple of great dinners and a beer or glass of wine or two, and things are way different.

Merely giving the guest a set of keys and directions to the unit is not good enough. It’s our job to help them lose some of their built-up stress by giving quality guest service from the beginning to the end of their vacation. A greater understanding of the possibility that the guest in front of you might be completely stressed out, followed by a smile and a few smoothing words will go a long way.

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