Sign up for our COVID-19 newsletter to stay up-to-date on the latest coronavirus news throughout New York Suffolk County police are looking for the person who shot a Lake Grove man twice Friday night, police said.Marvin Gonzalez, 33, was standing outside his home on Stony Brook Road just after 8:30 p.m., police said, when he was shot once in the head and once in the leg. Police said the bullet grazed his head.Gonzalez was transported to Stony Brook University Hospital where he was treated for non-life-threatening injuries.Detectives are asking anyone with information regarding this shooting to call the Fourth Squad at 631-854-8451 or Crime Stoppers at 1-800-220-TIPS.
In the period from June to September 2017, Heraklea doo, the first specialized agency for mystery shopping in Croatia, conducted a traditional survey of service quality in our tourism “Summer 2017” which aims to get the right situation on the ground, a picture of how guests see us, record the state of service quality as well as get answers on how to improve the quality of service in our tourism.Destinations along the Adriatic coast, but also continental Croatia, and Secret guests visited a total of 978 locations, of which: 638 visits to tourist facilities (hotels, camps, tourist boards, restaurants, bars, night clubs, cafes, pastry shops, fast food …), And 340 in accompanying tourist facilities (wellness, sports, excursions, museums, wineries, agritourism, banks, post offices, exchange offices, gas stations, ferry lines, marinas, taxis, aquapark…)The results in the overall survey are better than last year, which is more than commendable because we have had a decline in service quality in the last few years.That’s right 83,13% employees greetings guest on arrival, while last year’s result was 86,40%. The smile of gold is worth it, especially in tourism, ie service, and it is 71,51% employees are smiled to the guest, which is a better result than last year when we 64,13% of employees smiled at the guests.Goodbye and come to us again, it should be the last sentence of the guest when he leaves your accommodation or winery. That’s right 83,22% employees greetings guest on departure (last year ‘s result 82,03%) while 72,82% of employees thanked the guest (last year’s result 64,45%).Unfortunately, only 28,31% is an employee called like on re-arrival, and regardless of growth in this category (last year’s result of 24,53%) yet we can argue that this is devastating data. Regardless of improving the level of service, we certainly still have a lot of room to grow, of course, only if we care about our guests. Otherwise, mystery shoppers measure the moment of truth, the quality of performance, whether something happened or not, therefore, they transmit a snapshot of the situation at a particular point in time.Measuring the quality of performance is extremely important in tourism for every tourist destination, because we are talking about the attitude towards our tourists who came on vacation, traveled hundreds of kilometers and pay for the service of both accommodation and experience of the destination. I keep emphasizing that accommodation is not a motive for coming, but a tourist destination. And that is why it is crucial to measure the level of quality of performance in tourism because that is the key to success and provides an answer to the main question: Is the guest satisfied with the vacation after 7 or 14 days and will he return to our destination next year as well? How to achieve the enthusiasm of tourists with their service?Illustration: HrTurizam.hrThis is a question for every tourist worker in tourism, whether it is about hosts in family accommodation, cafes, souvenir shops, all the way to employees in tourist boards. Tourism is complex and consists of a thousand small cubes that make up a mosaic. Each of these small cubes, no matter how less important, makes the final picture of the whole mosaic – the mosaic of our tourism.In order to be able to grow strategically and with quality, we must primarily be aware of the need to measure the quality of our service or product, and of course measure the level and quality of service we provide to our guests. Customer enthusiasm is the level of performance at which they are convinced that products and services far exceed their expectations! It is the “Holy Grail” in the paradigm of being better than the competition. Customer enthusiasm starts with small things.All employees can and must provide added value, especially those who are at the forefront of defense. I think we need to fix that first line of defense and raise awareness about the importance of those people who make the first contact. From the receptionist, the waiter, the store staff and everyone else – because they are the ones who communicate directly with the guests and who influence the level of enthusiasm or gap. Unfortunately, they are put in the background, both financially and hierarchically. Of course, the offer and quality of the product is the first, but this image must be communicated by someone in the field and shown in order to be credible – and these are the people with whom guests have their first and daily contact. How much these people are paid and satisfied with their job, whether they are motivated and do their best to better present their company or brand in the best light, I leave the answers to these questions to you to judge.I think that the job of mystery shoppers is a very important tool in the mosaic of our tourism and we should use it much more often. Unfortunately, in Croatia, marketing still belongs to the sphere of costs, not investments, and too little or nothing is written about mystery shopping, nor do tourism workers know that this valuable tool exists.Service in tourism is crucial, even more important than the quality of accommodation. With excellent performance we can always compensate for some shortcomings at the destination, and if we care about the guest we will always look for ways to exceed their expectations. We must not look at the short term and look at how to “take” money only today, we need to think long term, among other things, it is the meaning that we have long-term and self-sustainable tourism. Let us be constantly aware of how the guest feels in our destination and because we have justified “value for money” because that is the only way we can profit in the long run.Word of mouth marketing has always been and always will be the best advertisement.Related news: