Top Hospitality Practices

Warm & Professional Greeting

First impressions matter. Train your staff to greet guests warmly and professionally. A friendly smile, direct eye contact, and a sincere "Welcome" sets a positive tone. Remember to use the guest's name whenever possible to personalize the interaction.

Tip: Encourage staff to stand up when greeting guests and use open body language to convey approachability.

Active Listening

Listening is key to understanding guests' needs and preferences. Train your staff to actively listen by giving guests their full attention, nodding in acknowledgment, and repeating key points for clarification. This shows guests that their concerns are heard and valued.

Strategy: Implement role-playing exercises during training sessions to enhance active listening skills.

Anticipate Guest Needs

Going the extra mile means anticipating what guests might need before they ask – whether it is providing extra towels in the room, or offering local dining recommendations. Understanding guest needs and proactively addressing them can significantly enhance their experience.

Tip: If you notice a guest with children, provide information about family-friendly activities in the area without them having to ask.

Quick & Effective Problem Resolution

Knowledgeable Staff

Guests rely on front-end staff for information and recommendations. Ensure your team is well-informed about the hotel’s services, amenities, and the local area. Regular training sessions and updates on local events, attractions, and dining options help staff provide helpful information.

Tip: Create a digital or physical concierge book that staff can easily refer to for information about the hotel's offerings and local attractions.

Personalized Service

Personalization can turn a good experience into a great one. Train your staff to notice and remember small details about guests, such as their preferences or special occasions they are celebrating. Use this information to personalize their stay.

‍Strategy: If a guest is celebrating a birthday, consider leaving a small complimentary gift or a personalized note in their room.

Effective Communication

Clear and effective communication is essential. Ensure your staff is trained to communicate clearly and professionally, both in person and over the phone or email. Miscommunication can lead to misunderstandings and dissatisfaction.

Strategy: Regularly review and practise communication scripts for common scenarios, such as check-ins, check-outs, and handling complaints.

Consistent Follow-Up

Follow-up interactions demonstrate that you care about the guest experience beyond the initial service. Whether it's a quick call to check if everything is satisfactory or a personalized email post check-out, they leave a lasting positive impression.

Strategy: Implement a follow-up protocol where staff reach out to guests shortly after their arrival and just before their departure.

Professional Appearance

First impressions extend beyond words. Ensure your staff maintain a professional appearance, adhering to the hotel's dress code and grooming standards. This instills confidence in guests.

Tip: Provide regular training and guidelines on professional appearance and hygiene.

Continuous Training & Development

The hospitality industry is ever-evolving, and continuous training is vital. Regularly update your training programs to include the latest customer service techniques, industry trends, and technology advancements.

Investment: Consider partnering with hospitality training institutes like HTI to provide ongoing education and certification opportunities for your staff.

Best Practices for Customer Service in Hospitality