Speaking is an art, especially for hoteliers in service industry, role of ability to speak is not inferior to content of work itself. This article will discuss how to talk to customers.
11 Ways for Hotel Staff to Communicate
1. Don't say "sorry" but say "sorry"
When asked by customers, some waiters like to say "sorry, I/soon...". Please note that "sorry" seems to be your own fault when you say it, "I'm sorry" doesn't have that meaning, so don't take responsibility at will. "I'm sorry" is definitely not as strong as "I'm sorry" in terms of psychological meaning.
2. Don't say "please wait" but say "do it now"
Such calm and quick responses will make guest feel that you are a good employee, efficient and ready to serve him. On contrary, if you just say “please wait a minute”, this is an indecisive attitude that will only upset guests. Remember to say "immediately" instead of "please wait."
3. Never say "I don't know"
A guest asks you a certain question and you don't know how to answer it, you should never say "I don't know", but "Let me think carefully and I'll give you an answer" soon, okay?"
If necessary, add phrase "I will immediately ask you from my colleagues." This method will not only temporarily relieve you, but also make guests think that you are very attentive to this issue.
4. Don't say "NO" to guests, learn to say "good" instead of negative
In order to channel irony in right direction, we must pay attention to art of language, especially art of saying "no", and make most of tone of "affirmation" to express meaning of "negative".
For example, use "You can go there for a smoke" instead of "Please don't smoke here" or "Your room will be cleaned soon" instead of "Sorry, your room isn't ready yet."
When you need to say "NO", you should also explain more to your guests and don't refuse guests with a harsh and cold "NO".
5. Don't say "problem" or "problem" but "We might be in a bad situation..."
When you find out that important things are hard to come by, letting guests know about bad news immediately, no matter how good you are, will only make guests question quality of your hotel or your ability to handle a crisis, and may cause guests more resentment and anger, even taking them out on you.
At this time, you should pay attention to controlling your emotions, and in communicating with guests, be calm and unhurried, and also not say “problem” or “trouble”.
It is necessary to communicate bad news gracefully, so that guests feel that case is not insoluble, use language of "we" and "us" to communicateclose distance with guests, stand in perspective of guests, solve problems together with guests, and find a solution.
6. Demonstrate your ability to compliment others
If you want to thank your guest, don't miss opportunity to chat with guest. When guest is in a good mood, tell him "Your idea is really good" so that guest feels that you are pure in nature, Full of team spirit, so look at it differently.
7. Convince guests to agree: without your support, this business is indispensable!
There is a tricky thing, you can't do it alone, you need understanding of guest in front of you, and you need help of guest. The method is very simple: you need to give guest enough face in right occasion, thank him for years of support with words of praise, and promise to repay them in future.
To live up to their reputation in this regard, guests will usually agree to your request. Your phrase "This work cannot be done without your support!" really critical.
8. Pay attention to customers without a trace
I understand this is important, please wait while we review work in progress and prioritize in order of most important. So guests will not be bored.
First of all emphasize that you understand importance of guests in this matter, then ask guests for their opinions and requests for instructions, give priority to original work, let guests know that your workload is really big, but still deliver customer's affairs put in first place so that customer feels that he is valued.
9. Communicate properly with guests
When guest is alone and you happen to be next to them, in order to avoid boring waiting and abandoned guest embarrassment, you need to communicate and chat with your guest, which is also a great way for you to make a good impression on guest.
But what can I say? Everyday affairs at this time are definitely not suitable, talking about weather will not impress guests at all.
At this time, it's most appropriate to ask a hotel-related question, or ask a question that all guests care about and are familiar with. Your desire to seek knowledge and make progress is impressive.
10. Acknowledge sloppiness, but don't piss off customers
Mistakes are inevitable, but how you present them can affect how guests perceive you. It is important to admit your mistakes, because if you evade guilt, you will look inept, incompetent and unreliable.
However, that doesn't mean you have to apologize to everyone for it. The trick is not to put all blame on yourself, but to downplay your mistakes and divert everyone's attention. This sentence should be good: "I missed this for a while, but luckily..."
11. Remain calm in face of criticism
PushingWhen dealing with corrections or criticism from guests, do not express displeasure on your face and do not explain your behavior to guests.
At this time, humility, composure and calmness will make you look more confident and respectable. When solving problems, make it clear to guests that you are not a person who is headstrong or unable to withstand setbacks. Remember this sentence: "Thank you for your offer, I will seriously consider it."
8 taboo questions when communicating with guests
In process of communicating with clients, there are some topics that are taboo, you should not mention them lightly, otherwise it will easily cause discomfort or resentment among guests.
1. Questions about age and weight of guests, especially about age and weight of women
2. Questions about guest salaries, size of property and their distribution
3. Questions about marital status of guests (including children and spouses)
4. Questions about physical and guest handicaps
5. Questions about value of gifts given by customers
6. Questions about religious taboos and beliefs of guests
7. Questions about national customs and taboos of guests
8. Questions about political sensitivity or humiliation of guest country
5 types of expressions in communication with guests
1. Fourteen character polite expressions
You, hello, please, thank you, sorry, everything is fine, goodbye.
2. Using Answer
When guests express compliments and compliments, staff should respond politely if appropriate, such as "thank you", "you appreciate it", "I'm glad you like our hotel", "thank you, I'm glad to serve you" etc.
3. Using Query Language
What can I do for you?
Excuse me, could you speak more slowly?
If you don't mind, can I...?
Do you like...?
Do you prefer... or...?
Would you rather... or...?
Sorry to bother you, can I ask...?
Listen, is this... okay?
Do you need anything else?
4. Using apologies
When you accidentally make a mistake, misunderstand or think badly in your work, you must sincerely apologize, and you must not cheat or evade it.
Apologizing should be moderate and enough to make other party realize your guilt and desire to continue to do a good job. She shouldn't be endlessly picky, which will instead cause resentment on other side.
Apologies should not be too modest and reserved, just say "I'm sorry" and be sincere, otherwise people will feel hypocritical and hurt your image and personality.
Apologies must be based on facts. It is not advisable to exaggerate when admitting mistakes, but be practical and appropriate, especially when guests are also responsible, they should not hide mistakes,otherwise it will bring unnecessary losses to hotel.
5. Using Parting Words
Farewell is a polite language used when parting with someone to further deepen impression and friendship left on other side, so language contains more words such as hold, goodbye and best wishes.
When a visitor leaves you for a short time, you can say "goodbye", "go slowly", "see you later", "see you tomorrow", "welcome to visit anytime", etc.
When a guest leaves store after completing formalities, they can say: "I hope you come back often", "I wish you a pleasant journey", "A safe journey", "Welcome next time!" and soon.
When leaving a guest room or service area, you can say: "Good night, ma'am (sir)", "Please have a good rest, goodbye", "I have to go... thank you", goodbye" and so on.