What are the secrets to making a great first impression in Hospitality Management?

Una vez recibimos la reserva es cuando empieza nuestro trabajo de conocimiento del clientes, estos siempre nos pueden dejar pistas de sus preferencias dentro de una llamada o en alguna petición. Conocer sus preferencias, su nacionalidad e incluso dirigirnos a ellos por su nombre puede hacernos romper el hielo. Tener las soluciones, respuestas y anticiparse a las inquietudes nos hace siempre ganar puntos. En mi experiencia el CRM es de máxima utilidad para este fin, allí podemos dejar las notas y palabras claves.

Prior to encountering guests, customers, or clients, invest time in research. Familiarize yourself with their names, preferences, expectations, and any special requests. Ensure all arrangements are in place for their arrival, check-in, or reservation. Predict their potential needs and inquiries, and have well-prepared responses and solutions at the ready. This level of preparation communicates a genuine concern for their satisfaction and respect for their time.

Professionalism encompasses a comprehensive approach, encompassing not only your outward appearance but also your demeanor, conduct, and communication style. Tailor your attire to align with your role and the specific occasion. Extend a warm greeting, introduce yourself with genuine warmth, and foster an environment of courtesy. Employ language that is both polite and respectful, avoiding the use of slang, jargon, or sarcasm. Actively engage in listening, respond with confidence, and maintain consistent eye contact. Minimize distractions and interruptions to convey a focused and respectful demeanor. Above all, exhibit courtesy, helpfulness, and honesty, demonstrating a profound respect for both others and yourself.

You dont have a second chance to make a first good impression! 2 things I learned in my career: 1. Be prepared on what you have to offer. If you dont know well your product / service, you will not be comfortable to pitch it and generate interest for it. 2. Understand your customer needs. If you dont listen your target audience, you will not be prepared enough to offer a solution.

Elevating the experience transcends the ordinary gesture of merely inscribing a name on a card. Immerse their identity in every interaction, intricately tailor recommendations to align with their distinct preferences, and sincerely convey appreciation for their deliberate choice. Actively solicit feedback, aiming to comprehend their nuances and aspirations. Post-experience, sustain the connection by extending thoughtful follow-ups, underscoring a profound understanding and authentic concern for the intricacies of their journey.

"Positive Customer Service: A Quick Guide" 1. Enthusiasm Matters Bring genuine excitement to your role; it makes a difference. 2. Compliment Choices Acknowledge customer choices and achievements for a personal touch. 3. Express Gratitude Thank customers for loyalty, referrals, and positive reviews. 4. Handle Complaints with Empathy Gracefully address challenges, offering solutions with a positive attitude. 5. Create a Positive Atmosphere Infuse warmth and friendliness into all interactions. 6. Enjoy Your Work Let your passion show; it positively impacts customer experience.

In the world of Hospitality Management, creating a great first impression is about more than just the basics. It's about making guests feel special and remembered. Let's take a recent example with a guest who visits often. Instead of just providing regular service, we used technology to learn about their likes from social media and our past records. When they arrived, we surprised them with a personalized welcome— their favorite drink and a friendly note. This small effort made a big impact, creating a memorable experience for the guest. So, the secret is to use technology smartly, know your guests, and add personal touches.