Name: Cornelio B.

Gonzales BSHM-2A
FRONT OFFICE IN NEW NORMAL

The whole world struggling a lot until now. Every transaction now was done
virtually to prevent the virus from spreading. The new normal in hotel has a
fundamental changes on their daily operations. We’re fighting the risks of unseen
infectious virus. Because of these changes and this unfortunate byproduct of COVID-19
virus has required the hotel industry to discover creative ways how to keep the front
office and hotel guests’ safe during new normal by demonstrating high hygiene
standards, contactless guest experience as well as enabling social distancing.
Although we’re facing pandemic, we must maintain our good body language whether it’s
a job interview, careers and everyday life because it plays a crucial role for us to be
effective. Nonverbal signals used to communicate feelings and intentions and can be
seen in our posture, facial expressions and hand gestures. Nonverbal communication
provides us with important keys to understanding how our guests feel. Therefore,
reading our guests’ body language becomes even more vital to make sure we are
providing them with a great time. These unspoken signs will help provide clues to how
they feel and possibly even how we can make their stay and experience an even better
one.
But, we also should be aware of the signals that our bodies are showing to them. One of
the best and most effective things we can do is maintain friendly eye contact when
speaking to with them. This appear a guest that we are genuinely interested in their
concerns and that we are giving them our full attention. Negative body language can
give way to a lot of misinterpretation and misunderstandings. Maintaining a body
posture and absurd body movements that is offensive to the other person can ruin a
relationship. Some people are more likely to listen to nonverbal cues than verbal ones,
so we need to practice to avoid some mannerism and conflicting signals.
I really do agree that no matter what happens front office management or the hospitality
management will continue to provide a good service and needs of the guest because
that’s why Hoteliers exist to provide a high quality service experience and exceed guest
expectations.
Communication is of utmost importance of the hospitality industry. Good body language
can encourage team spirit in the workplace, which can also boost the morale of the
employees. Without being able to communicate effectively and properly with our guests,
we will fail in our mission to provide a top exceptional service. As an industry, we need
to focus on keeping an eye our guests’ body language and reacting accordingly, while
also observing on the signals our bodies are showing them. With the right nonverbal
signs, we can make sure that our guests feel welcome and at home with us.
COVID-19 has changed the way we interact with others and for us hoteliers we need to
adapt to this change for better customer experience.