GUEST SERVICE

Contents

Service Standards

Guest Confict Resolution

Empowerment

Diversity Awareness

International Guests

Manaement!s Role in Guest Service

Introduction

Guest satis"action is
crucial in maintainin
loyalty#

Guest loyalty ensures

repeat $usiness#
Service Standards

Guest service is
paramount to hotel
success

Guest interaction
defnes guest service
Ver$al Means

Ver$al communication allows

"or ainin insi%t into a
uest

T%e most important ver$al

tools in ensurin uest
satis"action are per%aps t%e
simplest
T%e $asic rules "or ver$al
communication are&

Use an appropriate reetin

'ersonali(e t%e conversation

)use t%e uest!s name*

T%an+ t%e uest

,isten
Ver$al Means )Cont-*

Use an appropriate reetin& employees s%ould

reet every uest appropriately w%et%er in
person or over t%e p%one#

T%ey s%ould identi"y t%e time o" day& .Good

mornin/a"ternoon/evenin0#

1%en reetin a uest over t%e p%one2 an

employee s%ould also include t%eir name and
department& .Good mornin2 "ront des+2 t%is is
3o%n2 %ow may I %elp you40 T%is reassures t%e
uest t%at t%ey %ave reac%ed t%e appropriate
department
Ver$al Means )Cont-*

'ersonali(e t%e conversation& t%is %elps to set a

rela5ed tone in t%e conversation2 %owever usin
an appropriate title )i#e#2 Mr# or Ms#* is important

Durin c%ec+6in or c%ec+out2 t%e uest account

will let t%e employee +now t%e uest!s name

Many p%one systems will identi"y t%e uest!s

name and room num$er2 as will many 'MS
systems

Guests reeted $y name are su$tly reminded

t%at t%e %otel values t%eir $usiness
Ver$al Means )Cont-*

T%an+ t%e uest& t%an+in t%e uest in a sincere

manner is also very important

Employees may conduct a variety o" uest

services in a day2 and eac% o" t%ese transaction
s%ould $e completed wit% a .t%an+ you0

T%an+in a uest "or stayin at a %otel also

implies t%at t%e %otel appreciates t%eir $usiness
Ver$al Means )Cont-*

,istenin& t%is is t%e only way a receiver can %ear

t%e messae t%at t%e transmitter is sendin2 so
employees can listen "or su$tle %ints and sinals
a uest ives out durin communication

T%e employee creates a com"ort level w%en t%ey

listen2 and lettin t%e uest initiate t%e tone o"
t%e conversation also puts %im/%er at ease
Ver$al Means )Cont-*

7ailure to listen properly can cause pro$lems

T%e seven common listenin errors are&

7ailure to concentrate

,istenin too %ard

.3umpin t%e un0

,ain $e%ind t%e conversation

7ocusin too muc% on delivery or appearance

8mittin

Addin
Visual Means

Communicatin visually is as
important as communicatin
ver$ally2 as visual
communication can rein"orce
w%at is $ein said ver$ally

T%e complete delivery o" uest

service can $e accomplis%ed $y
incorporatin $ot% means
T%e rules "or e9ective visual
communication are&

Communicate wit% a smile

:e aware o" $ody lanuae

8$serve t%e roomin

standards
Visual Means )Cont-*

Communicate wit% a smile& a enuine smile t%at

accompanies a reetin or t%an+ you rein"orces
t%e messae

Smilin at uests %elps create a com"orta$le

atmosp%ere

:e aware o" $ody lanuae& o$servin uest

$ody lanuae is li+e listenin wit% eyes2 it can
ive t%e employee clues on %ow to communicate
wit% t%e uest
Visual Means )Cont-*

Common $ody lanuae sinals include t%e

"ollowin&

Crossed arms may indicate a de"ensive posture

A uest w%o leans across t%e "ront des+ durin

conversation may $e aressive

Stron and consistent eye contact may indicate

con;dence

Stron ;rm %ands%a+es may also indicate con;dence

Red eyes may indicate "atiue

Visual Means )Cont-*

8$serve appropriate roomin standards& %otel

employees are viewed as an e5tension o" t%e
%otel so a uest!s perception o" an employee can
contri$ute to t%e uest!s overall perception o" t%e
%otel

T%e ;rst and o"ten most lon lastin perception a

uest ma+es on an employee is t%e employee!s
appearance2 so most %otels %ave instituted
roomin standards
Guest Service Manaement

T%e uest service p%ilosop%y o"

a %otel s%ould $e communicated
consistently

T%is communication s%ould

$ein wit% t%e ;rst day o"
employee orientation w%ere all
new employees s%ould $e iven
t%e %otel!s service p%ilosop%y
Guest Service Manaement )Cont###*

Guest service trainin continues

$eyond orientation and
introduction o" t%e service mission
statement2 and s%ould $e constant

,arer %otel c%ains %ave complete

divisions at a corporate level
dedicated to creatin and
implementin uest service
prorams
Motivatin "or Guest
Service

Motivatin employees to em$ody t%e service

mission statement in t%eir day6to6day duties
%elps ensure uest satis"action

A ood way to motivate is t%rou% uest

"eed$ac+2 and most %otels %ave some version o"
a comment card in t%e uest rooms

T%ese cards encourae uests to rate and/or ran+

t%e services received durin %is/%er stay

T%ey also solicit t%e names o" employees t%at

%ave impacted t%e uest!s stay
Motivatin "or Guest Service )Cont##*

Employees or departments t%at are mentioned

s%ould $e rewarded or reconi(ed in some way

T%e employees can $e proud o" t%ese rewards

and a %ealt%y competition can ensue to see
w%ic% employees can et t%e most rewards