Great Guest Experience Needs Guest Service Excellence From Front-End Hospitality Professionals
At HTI (Hospitality Training Institute), we understand the critical skills front-end personnel who shape guest experience, need:
Words by Team HTI
Date 18-06-2024
Reading Time 03 min read
Effective Communication
Simple, clear but not always direct communication is crucial. Guests' needs are understood and met promptly. Refusals are communicated in a non-offensive manner and service recovery (in case of complaints), when done right, leads to higher guest satisfaction and positive reviews.
How HTI Helps: We present tried and tested training on human behavior through easy-to-understand examples. Participants apply lessons learned from the training session’s skits and role plays, and are given feedback to improve.
Guest Service Excellence
Consistently delivering warm, attentive service while following Standard Operating Procedures (SOPs). Yet, knowing exactly when to break the SOP and personalize the experience.
How HTI Helps: We insist that teams develop and follow SOPs while training them to stay emphatically and patiently tuned in to guests' needs with a problem-solving attitude. Guest delight, at times, demands a break in SOPs.
Crisis Management
Unexpected situations must be anticipated and handled calmly and efficiently. Social media can turn such crises, when handled properly, into opportunities highlighting exceptional reactions and professionalism.
How HTI Helps: We use case studies and simulations to cover techniques to handle difficult guests, situations, and resolve conflicts.
Attention To Detail
Small details make a big impact. Room amenities that reflect guest preferences, booking tables that they prefer, and remembering their food preferences and allergens all go a long way in WOWing the guest.
How HTI Helps: Our training emphasizes the importance of the ‘little things’ that contribute majorly to guest satisfaction.
Cultural Awareness & Sensitivity
Guests are thrilled when their ethnicity and culture are recognised and reflect in the service delivery. They feel respected and secure.
How HTI Helps: Cultural sensitisation training is conducted to explain cultural differences, while avoiding insensitive stereotyping. Service attitude must be inclusive in nature.
Technological Proficiency
Modern hospitality relies heavily on technology, from booking systems to point of sale software. Front-end professionals must be adept at using these tools efficiently.
How HTI Helps: We provide training on the latest hospitality technologies, including property management systems (PMS), customer relationship management (CRM) software, and mobile apps. Hands-on training ensures that staff are comfortable and proficient with these tools.
Teamwork & Collaboration
A well-matched team is essential for smooth operations. Front-end staff must work well with colleagues across departments to provide a perfect guest experience.
How HTI Helps: Our programs include team building exercises, and communication strategies that strengthen teamwork, ensuring a standardized approach to guest service.
Time Management & Multitasking
Front-end professionals juggle multiple tasks simultaneously. Effective time management ensures efficiency, and helps maintain a calm and organized environment.
How HTI Helps: We give simulated training in time management techniques, prioritization methods, and multitasking strategies to help staff improve these skills.
