How you speak to your guests actually speaks volumes

Are you speaking the language of hospitality? Many times we have all entered into the lobby of a Hotel, tired and impatient and ready to merely get your room key and drop off the luggage and something stops you in your tracks. Listening to the front desk agent and how they are speaking to the guest in front of you.
They approached the desk and the attendant merely said "YES"????
Now, I may be crazy but a "Good afternoon, Welcome. How may I be of assistance today? would have taken no time and would have seriously been so much nicer. Sometimes you don;'t think before you speak.

Now, you've made it into your room after the atrocious front desk agent checked you in, you make it into your room, luggage is down and your fixing to turn on the tv to see what the weather is like prior to heading back out and it doesn't work? You try again and nothing? Pick up the telephone and call the desk, regretting dialing full well knowing who is about to answer. I explain my situation and the voice says "wow, well they were suppose to fix that last week'. May we offer a suggestion of the way he should have responded? "I apologize for the inconvenience, now let's see what we can do for you right now". Simple, effective and a follow up would be magical as well.

Paying close attention to the dialect that your colleagues use is extremely important. Take the time to listen without being seen listening is a simple task and can be so beneficial to your bottom line. Your crew certainly have gone through training and they can complete the art of checking in and out of your guests but how they approach conversation is really what will set you apart from your neighbor property.

"Yup and UH HUH" certainly doesn't have a place in business today but there are those that really still use it. Switching to yes and absolutely are easy as long as they are aware of exactly what they are saying. I can also tell you from experience, even the ones that are polite have offended me. I dislike being called ma'am. I realize that it is a sign of being polite but I cannot stand it, makes me feel old. I prefer someone to be friendly and unique.

When speaking to your guests about a room rate, be reminded that guests are the very people that provide your paycheck and it is NOT an option to be ignorant. Plain and simply put, you are there for THEM. gracious and polite go very far in this world, along with a smile and some tact.

A great opportunity was presented to me when I was employed with Fairmont Hotels & Resorts. Our Rooms Division Leader would role play with us. I realize that this doesn't sound like a ton-o-fun but I will tell you that I learnt so much. It was interesting to hear my fellow colleagues and then listen to what the actual protocol was going to be. That's right, scripted lines. Now, in all, that makes me very nervous because I am not simply allowed to be myself. A discussion was started and in the end, it was decided that creating my own dialogue with my guest was far more important to me and the leader actually listened and allowed it. Allowing your colleague to showcase their personality is truly why you hired them in the first place.

Ensuring that you have colleagues that are the perfect fit for the company is what HR and Hiring Managers are there for. "You can design and create and build the most wonderful place in the world. But it takes people to make the dream a reality"- Walt Disney said it best. Empowering your front line colleagues to speak correctly, infusing their personality and charm into the mix equals an incredible property and speaks volumes to your guests.