Blog
SABA Training: It's all about the guest
The partnership with the South African Butler Academy (SABA) is a stable cornerstone in Rhulani's recent history, helping us to continually improve the quality of service to our guests. The focus of our 6th training week from 20 - 26 June 2018 was put completely on our guests. The question was: How can we further optimize and personalize the service to our guests?
"We are a small safari lodge where we have a great opportunity to create an intimate, family atmosphere and pamper our guests with personalized attention," says Rhulani's owner Marisa Silva, who traveled to South Africa specifically for this training. The course was led by Mr. Braam West, who has been instrumental in shaping the recent developments in Rhulani, and his assistant from SABA, Mr. Jacques Strydom.
"It is not just to know what time a guest arrives, what dietary requirements we need to pay attention to, if someone celebrates a birthday, or has allergies", says Marisa. "Do the house-keeper know the name of the guest whose room they clean? Do all employees know, where the guest comes from, and how they say 'hello' in their country, for example?"
Another example: when a guest sets aside the sweets that we present on the pillow before going to slepp; does it make sense that we provide a new candy every night? Why not ask better if the guest prefers to have a fruit or something else?
Many of such topics were discussed, with case studies, theory and practice, and, as always, a sense of humor, which consolidated the great team spirit we have at Rhulani, which is another success factor for optimal guest care.
All this resulted in a clear "Guest Manifest", which is our commitment, that our guests and their desires are at the center of everything we do.
"As always, the varied week included repetition topics, either because we forget things over time or have new employees at Rhulani who are getting acquainted with our principles for the first time," says Marisa. "It is essential for us that the quality of our service does not depend on staff turnover and that the whole team supports and lives the principles."