GUEST SERVICE
Contents
Service Standards Guest Conflict Resolution Empowerment Diversity Awareness International Guests Management’s Role in Guest Service
Introduction
Guest satisfaction is crucial in maintaining loyalty.
Guest loyalty ensures repeat business.
Service Standards
Guest service is paramount to hotel success
Guest interaction defines guest service
Verbal Means
Verbal communication allows for gaining insight into a guest
The most important verbal tools in ensuring guest satisfaction are perhaps the simplest
The basic rules for verbal communication are:
Use an appropriate greeting Personalize the conversation (use the guest’s name)
Thank the guest Listen
Verbal Means (Cont…)
Use an appropriate greeting: employees should greet every guest appropriately whether in person or over the phone.
They should identify the time of day: “Good morning/afternoon/evening”.
When greeting a guest over the phone, an employee should also include their name and department: “Good morning, front desk, this is John, how may I help you?” This reassures the guest that they have reached the appropriate department
Verbal Means (Cont…)
Personalize the conversation: this helps to set a relaxed tone in the conversation, however using an appropriate title (i.e., Mr. or Ms.) is important
During check-in or checkout, the guest account will let the employee know the guest’s name
Many phone systems will identify the guest’s name and room number, as will many PMS systems
Guests greeted by name are subtly reminded that the hotel values their business
Verbal Means (Cont…)
Thank the guest: thanking the guest in a sincere manner is also very important
Employees may conduct a variety of guest services in a day, and each of these transaction should be completed with a “thank you”
Thanking a guest for staying at a hotel also implies that the hotel appreciates their business
Verbal Means (Cont…)
Listening: this is the only way a receiver can hear the message that the transmitter is sending, so employees can listen for subtle hints and signals a guest gives out during communication
The employee creates a comfort level when they listen, and letting the guest initiate the tone of the conversation also puts him/her at ease
Verbal Means (Cont…)
Failure to listen properly can cause problems
The seven common listening errors are: Failure to concentrate Listening too hard “Jumping the gun” Lagging behind the conversation Focusing too much on delivery or appearance Omitting Adding
Visual Means
Communicating visually is as important as communicating verbally, as visual communication can reinforce what is being said verbally
The complete delivery of guest service can be accomplished by incorporating both means
The rules for effective visual communication are:
Communicate with a smile Be aware of body language Observe the grooming standards
Visual Means (Cont…)
Communicate with a smile: a genuine smile that accompanies a greeting or thank you reinforces the message
Smiling at guests helps create a comfortable atmosphere
Be aware of body language: observing guest body language is like listening with eyes, it can give the employee clues on how to communicate with the guest
Visual Means (Cont…)
Common body language signals include the following: Crossed arms may indicate a defensive posture A guest who leans across the front desk during
conversation may be aggressive Strong and consistent eye contact may indicate
confidence Strong firm handshakes may also indicate confidence Red eyes may indicate fatigue
Visual Means (Cont…)
Observe appropriate grooming standards: hotel employees are viewed as an extension of the hotel so a guest’s perception of an employee can contribute to the guest’s overall perception of the hotel
The first and often most long lasting perception a guest makes on an employee is the employee’s appearance, so most hotels have instituted grooming standards
Guest Service Management
The guest service philosophy of a hotel should be communicated consistently
This communication should begin with the first day of employee orientation where all new employees should be given the hotel’s service philosophy
Guest Service Management (Cont...)
Guest service training continues beyond orientation and introduction of the service mission statement, and should be constant
Larger hotel chains have complete divisions at a corporate level dedicated to creating and implementing guest service programs
Motivating for Guest Service Motivating employees to embody the service
mission statement in their day-to-day duties helps ensure guest satisfaction
A good way to motivate is through guest feedback, and most hotels have some version of a comment card in the guest rooms
These cards encourage guests to rate and/or rank the services received during his/her stay
They also solicit the names of employees that have impacted the guest’s stay
Motivating for Guest Service (Cont..)
Employees or departments that are mentioned should be rewarded or recognized in some way
The employees can be proud of these rewards and a healthy competition can ensue to see which employees can get the most rewards