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What do you do if your non-verbal cues are not meeting customer service expectations in hospitality?

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Non-verbal cues are essential for delivering excellent customer service in hospitality. They convey your attitude, emotions, and professionalism to your guests and colleagues. However, sometimes your non-verbal cues may not match your verbal messages, or they may be misinterpreted by others. This can lead to confusion, frustration, and dissatisfaction. How can you avoid these situations and ensure that your non-verbal cues are meeting customer service expectations in hospitality? Here are some tips to help you improve your non-verbal communication skills.

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EDDY JAILANI R.

INNOVATIVE LEADERSHIP |Transforming Vision Into Manifestation | Luxury Lifestyle Hotel & Resort | Integrated Hotel &…

1 Be aware of your body language

Your body language includes your posture, gestures, facial expressions, eye contact, and personal space. It can communicate a lot about your confidence, interest, respect, and friendliness. To make a positive impression on your guests and colleagues, you should adopt a body language that is open, relaxed, and attentive. This means standing or sitting straight, leaning slightly forward, nodding and smiling, maintaining eye contact, and respecting the appropriate distance. Avoid crossing your arms, frowning, looking away, or invading someone's space. These can signal boredom, hostility, or discomfort.

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Manaye Tesfaye

General Manager at Washington Hotel/Hotel Consultant
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It is important to remain attentive and composed, avoiding any impulses to interrupt or offer hasty solutions without fully comprehending our customer's issues. By doing so, businesses can elevate their level of expertise, build trust with our customers, and ultimately, foster long-term, mutually beneficial relationships. Empathy is vital in customer service. It builds trust and rapport, leading to increased satisfaction and loyalty. Prioritizing empathy sets your business apart from the competition and fosters long-lasting customer relationships.

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2 Use appropriate tone and volume

Your tone and volume of voice can also affect how your verbal messages are received and understood. They can indicate your enthusiasm, sincerity, urgency, or politeness. To deliver effective customer service in hospitality, you should use a tone and volume that are clear, friendly, and respectful. This means speaking at a moderate pace, using a warm and pleasant tone, varying your pitch and intonation, and adjusting your volume according to the situation. Avoid speaking too fast, too slow, too loud, or too soft. These can make you sound nervous, impatient, aggressive, or indifferent.

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Tovia Abu

Project Manager | Data Integrity Specialist | Data Quality Management | Driving Sustainable Growth & Operational Excellence
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In my experience, I have come to understand every reaction received comes from action. So it is very important to be mindful of our emotions, as this is easily perceived in our tone and actions when dealing with customers. For a pleasant and effective customer experience, we must ensure we maintain positive attitude at all times, especially in difficult situations.

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3 Pay attention to feedback

Feedback is the response you get from your guests and colleagues based on your non-verbal cues. It can be verbal or non-verbal, and it can help you gauge how well you are communicating and meeting their expectations. To improve your non-verbal communication skills, you should pay attention to the feedback you receive and adjust accordingly. This means listening actively, observing their body language, asking questions, and confirming understanding. If you notice any signs of confusion, dissatisfaction, or disagreement, you should clarify your messages, apologize for any misunderstanding, and offer solutions.

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4 Learn from others

One of the best ways to improve your non-verbal communication skills is to learn from others who excel at customer service in hospitality. You can observe how they use their body language, tone, and volume to create rapport, convey information, and handle different situations. You can also ask them for advice, feedback, and suggestions on how to improve your own skills. By learning from others, you can discover new techniques, avoid common mistakes, and emulate best practices.

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5 Practice regularly

Finally, the most effective way to improve your non-verbal communication skills is to practice them regularly. You can practice in front of a mirror, with a friend, or with a mentor. You can also practice in real-life scenarios, such as greeting guests, taking orders, resolving complaints, or giving directions. By practicing regularly, you can become more comfortable, confident, and consistent with your non-verbal cues. You can also identify your strengths and weaknesses, and work on them accordingly.

Non-verbal cues are not meeting customer service expectations in hospitality can have negative consequences for your reputation, relationships, and results. By following these tips, you can improve your non-verbal communication skills and deliver excellent customer service in hospitality.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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EDDY JAILANI R.

INNOVATIVE LEADERSHIP |Transforming Vision Into Manifestation | Luxury Lifestyle Hotel & Resort | Integrated Hotel & Casino & Theme Park | Multi Complex Food & Beverage Chain |Wellness Institution
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If your non-verbal cues are not meeting customer service expectations in hospitality, there are several steps you can take: 1. Assess and identify the specific areas where improvement is needed in your non-verbal communication. 2. Seek feedback from supervisors, colleagues, or even customers themselves regarding the areas that require improvement. 3. Practice and refine your body language, facial expressions, and gestures through role-playing exercises or with the help of a mentor. 4. Pay attention to the needs and preferences of individual customers, adapting your non-verbal cues accordingly. 5. Seek professional training or workshops to enhance your non-verbal communication skills.

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What do you do if your non-verbal cues are not meeting customer service expectations in hospitality?

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1 Be aware of your body language

2 Use appropriate tone and volume

3 Pay attention to feedback

4 Learn from others

5 Practice regularly

6 Here’s what else to consider

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