Written By : PETER LOMAS. q Industry Insider Commentary and Opinion by John Alwyn-Jones, e-Travel Blackboard Special Correspondent

I have an issue with hotels and resorts that say that customers are important, then in their delivery of service fail miserably!
It’s a bit like a disconnect between what the management says and what they and the staff deliver,
It was therefore refreshing this week to hear that Fiji’s Sonaisali Island Resort announced that it had appointed a new head of Customer Care, Patrice Belle, to ensure that the resort puts customers enjoyment first, by providing, ‘the ultimate in customer care’ to all resort guests.
Patrice, who is well known to the industry has previously worked for Sonaisali as Director of Sales and Marketing, but has broadened her experience by working at resorts in both Thailand and Bali, both recognised for high quality customer care,
With Fiji visitors numbers from Australia booming, is it this type of commitment part of the reason why Fiji is leaving Australian destinations behind it its wake?
Of course cost is another, but I believe delivery of quality customer care in many Australian hotels and resorts is sadly lacking – yes there a some good ones, but there are some terrible ones!
It appears that Patrice’s role includes focussing on what the describe as the little things that guests do not expect, the attention to detail and the nurturing of strong guest relationships, with Patrice saying , “Every guest is important to us and our job is to assure that each and every single guest has a wonderful Sonaisali stay”.
I like this touch, in that after allowing time for guests to settle into their rooms/bures, Patrice said a courtesy call will be made to ensure guests are happy or need any further assistance with their room/bures.
I have no illusion whatsoever that going that extra step in ensuring the every highest levels of customer satisfaction can make the difference between a successful stay or holiday or a less successful one!
It appears to me that Sonaisali is showing many resorts the way to effectively market themselves, by ensuring every guest has a superlative time. So that then when they get home they become the resort’s marketing tool, telling all their friends and relatives about the amazing holiday and how well they were looked after Sonaisali, continue show the others the way and you will succeed!