Key Aspects to Building Excellent Hotel Customer Service
By Sue Garwood Manager of Education and Training, Best Western Hotels & Resorts | April 24, 2016
In the hotel industry, excellent service is vital, as customers' expectations continue to evolve, raising the bar and setting a higher standard. These days, a smile, “please” and “thank you”, just doesn't cut it. Customers want to have memorable experiences they can walk away with, which is why hotels are implementing new programs to improve and monitor clients' satisfaction. A good program today should highlight not only the importance of customer care, but also for each employee. Below are key aspects to keep in mind in order to build an outstanding customer satisfaction program.
Know the Data
Good customer service stretches far behind the words that are said and how a situation is handled. There is an art behind effective communication in the service industry - using both verbal and nonverbal cues. But the most important of these is nonverbal. According to the 7-38-55 rule of communication, 55% of our total communication is delivered by body language, 38% by tone of voice and the last slim 7% is delivered by words.
How You Carry Yourself
The largest form of messages we send is through body language, which encompasses everything from a smile to hand gestures to posture. It is crucial for every employee, from the front of the house to the back of the house, to carry themselves well. This means standing and walking straight. Good posture exudes confidence, togetherness, and reassurance. Slouching may communicate laziness, self-doubt, and messiness. Communication mirrors the other person, so employees who hold themselves together well will encourage your guests to do the same. This will leave a positive impression on guests.
The Hotel Business Review articles are free to read on a weekly basis, but you must purchase a subscription to access
our library archives. We have more than 5000 best practice articles on hotel management and operations, so our
knowledge bank is an excellent investment! Subscribe today and access the articles in our archives.