People Innovation Excellence

Guest Interaction

There is one trait that we need to have for working in a hospitality industry. What else if it’s not being, hospitable. Here are some tips that we might need in having a hospitable interaction with our guests.

Facial Expression
Facial expressions are a form of non-verbal communication as a result of various movements made of our facial muscles. These movements convey the emotional state of the individual to observers. How can we control our facial expression?
1) Focused with our face looking ahead.
2) Standing by with a smile upon our face
3) Not staring.
4) Laugh appropriately.

Body Language
Also a form of non-verbal communication, which consists of body posture, gestures, facial expressions, and eye movements. Humans send and interpret such signals subconsciously. Body language may provide clues as to the attitude or state of mind of a person. For example, it may indicate aggression, attentiveness, boredom, relaxed state, pleasure, amusement, and intoxication, among many other cues. Some of the behavior that we can control in front of our guests are:
1) A proper body posture, straight up and facing our guests.
2) Focused without doing personal activities, such as playing with our mobile phone, reading newspapers or watching television.
3) Not chewing bubble gums or having our personal snacks.
4) Avoid chit-chatting in front of our guests, especially standing in groups.
5) No screaming, whispering and or kidding in the working

Interacting With Guests and Colleagues
While having a guest interaction; or in this case it may be with colleagues; we are suggested to do these things:
1) Make Eye Contact.
2) Focused.
3) Use the guest’s name fairly, normally twice in a conversation.
4) Be responsive with positive gestures.
5) Look neat and well-groomed.
6) Be efficient and helpful.connected-experiences-graphic



Photo source: Google





Our Guests’ Expectation
Each guest that comes to our or any hotel has a very high expectation of service. In order to deliver that, we need to have a “package” that is presented by our daily behaviors which consists of these traits below:
1) Professional appearance
2) Friendliness
3) Helpfulness
4) Politeness
5) Promptness
6) Empathy
7) Flexibility
8) Responsibility

Fulfilling Our Guests’ Needs
Should there be a glitch in our way of satisfying the guests, here’s what we can do:
1) Recognize the guests’ needs.
2) Anticipate the guests’ needs.
3) Give alternative solutions.
4) Demonstrate action.
5) Follow Up.

Published at : Updated
Written By
Adeline Agoes, SST., MBA.
| BINUS University

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