Our guests matter!

‘The only metric a guest cares about is this: one-to-one guest in front of one associate. Will that associate take care of me? And does that associate care about me?’ - Bill Quiseng

When we are discussing the customer service skill set a professional in the hospitality industry has to demonstrate, we often wonder what should we do to offer successful hospitality.

To make a hospitality operation succeed is to focus - a complete focus on the guest, one person at a time. Next time you will be with a guest of yours:

• focus on the person you have in front of you and forget the rest of your daily routine tasks - give your guest your full attention even if it is for a few moments
• focus on building a communication channel between your guest and yourself - build trust and create a unique connection establishing that your guest understands that he/she matters to you!

How can you do that?

Look your guest in the eyes and have a positive and open posture. Be an energetic listener, be a participant observer - make your guests feel that you are paying attention to what they say, feel or need. Guests always give us cues (not only orally) to which if we pay attention we shall understand their needs and their desires. Concentrate to catch the signs and make your guests trust that their experience is of great significance to you!

However, don't forget! This works only when we are sincere in our intentions to offer genuine hospitality. This is the heart of hospitality: to honestly wish to provide the best to your guests and cater to their needs.

Have you ever sensed any of the following in the hospitality industry?

I have witnessed an enthusiastic guest who is keen on sharing information, news, or thoughts with a hotel employee but eventually quits the effort because the employee is uninterested or too busy. Have you ever witnessed a similar situation? Have you ever felt this way as a guest? Have you ever felt disheartened because what you had to say was not important to others or because other people do not have time for you?

On the other hand, have you ever seen an employee picking a conversation based on simple observation and starting a meaningful interaction with a guest, and eventually building a relationship from scratch? It doesn't have to be big!

Here is an example that took place in White Pearl Villas. The front desk employee noticed a couple entering the hotel after a day out. The young lady was a bit flushed and reddish in the face and body from the hot summer sun! Our front office agent after welcoming the guests to the hotel said "Miss Clayton, I believe that you enjoyed a lovely day on the beach! I am afraid that the Mediterranean sun was overwhelming and you got a bit sunburned. Can I offer you a Greek remedy recipe?" Miss Clayton laughed and agreed that she and her husband had indeed spent the day on the beach and chatted about the places they visited. Then she asked about the remedy. "You can spread yogurt on the reddish skin and you will feel relieved and hydrated again. I will make sure to bring you some yogurt in your room if you are interested" our front office agent replied. Miss Clayton agreed and her eyes were smiling at the feeling that she was taken care of. Mrs. Clayton matters! The employee delivered herself the yogurt and two bottles of water to the room. The trust with this lovely couple has been built at that very moment and lasted for the rest of their stay.

What kind of hospitality professional do you want to be?