5 Hospitality Customer Service Habits – Warm & Welcome

 This sort of negative feedback could have been avoided – if you know how to properly handle the situation:

You only have one chance to make a positive impression, so get it right! It’s like dating, if you show up on a first date wearing a dirty, torn up shirt and stinky breath, chances are, you’re likely not to get a second.

Same goes for our hotels. If we make an amazing first impression, they’re sure to come back! Our satisfied guests will often overlook small issues, if we know how to properly welcome them.

These are my 4 “must-do’s” for making great impressions

§  Friendly Welcome – “Hi, Welcome to the Hampton Inn Midtown” or “Good afternoon, Welcome to XYZ hotel. Is this your first time visiting our city?”

§  Stand Up – Get off that chair and be presentable (iron your shirt!)

§  Make Eye Contact – Eye contact produces feelings of caring, trustworthiness and likability.

§  Smile – Why look sad? When instead, you can smile. They say a smile is contagious and it’s actually true! When we smile, it creates a spark that triggers the brain’s pleasure centre. Read my article on “Your Million Dollar Smile

 

Here are some Right versus Wrong hospitality words.

1.   “NO” vs Find a solution – No is not the answer

2.   “We can’t do that” vs “Please allow me to figure out a solution”

3.   “We’re sold out” vs “Tonight our hotel is fully committed, may I offer to help you find nearby accommodations?”

4.   “Checking out/in?” vs “Good Morning/Afternoon, How may I assist you?”

5.   “I don’t know” vs “Please allow me to find out this for you”

6.   “I don’t work in that department” vs “I’m happy to help you find that right person to better answer your question”

7.   “It’s our policy” vs “Let me see how I can help you with this”

8.   “You can’t do that” vs “Here are some alternative suggestions for you to…”

9.   “No Problem” vs “It’s my pleasure”

10.      “It’s not my fault” vs “On behalf of ___ and our hotel, I’m sincerely apologize….”

 

Here are 6 things you can do to offer more:

1.   Anticipate their needs with questions.

2.   Give directions. Actually print it out (Google maps)

3.   Offer coupons and discounts to local attractions

4.   Make a welcome guide with local favourites, restaurant, banks, ATM, post office, grocery store and more.

5.   Free drink coupons, gift basket, anniversary cake, birthday card, more towels or room amenities – Make them feel extra special.

 

6.   Complimentary upgrade, free breakfast, additional night stay comp’d.

 

Do this:

1.   Successfully resolve a guest issue

2.   Take on a new initiative

3.   Ask for additional tasks on your own

4.   Share ideas on how to improve a process at your hotel

5.   Suggest ways to save energy, payroll and other expenses

6.   Don’t be afraid to sometime challenge status quo

7.   Do something that will make a guest super happy

8.   Challenge yourself to do greater

 

§  Ask questions & be empathetic – Learning more about your guests will definitely make an impression on them. Asking questions shows you care, but it also helps you anticipate their needs.

§   What brings you to the area?

§   How was your trip in?

§   Have you stayed with us before?

§   Where are you from?

 I understand traveling through a packed airport can be challenging…

Hospitality Guide(For All Department information)
 www.hospitalityguidebd.blogspot.com