Unit V- Guest Service Standards-Verbal Means, Visual Means,

Handling of Complaints, Importance of Front-liners

Hotels wishing to foster an atmosphere of quality service must establish

parameters. Employees in any industry need to have expectations made
clear to them. A hotel that clearly defines guest service guidelines will be
able to hold employees accountable. That accountability helps
management guide and evaluate employees. An environment like this
translates into superior level of guest service.

Many hotel chains developed and implemented their own guest service
standards. The names for these programs differ but the overriding
theme is consistent amongst all of them “Guest Service is paramount to
hotel success”.

Verbal Means

Speaking as a means of communication can reveal much about a person.

Verbal Communication allows for gaining insight into a guest. Granted
these conversations may not be lengthy, but aware employees can glean
much about a guest’s personality in course of the conversation.

Perhaps most important verbal tools in ensuring guest satisfaction are

the simplest.

Visual Means

Communicating visually is as important as communicating verbally.

Visual communication can reinforce what is being said verbally. The
complete delivery of guest service can be accomplished by incorporating
both means.
The smile is an unappreciated method of conveying hospitality.
A genuine smile that accompanies a greeting or thank you reinforces
the message

Body language can be an important visual marker for room’s division

employees. Observing guest body language is like listening with eyes.
Common body language signals:

 Crossed arms may indicate defensive posture

 A guest who leans across the front desk during conversation may
be aggressive
 Strong and consistent eye contact may indicate confidence
 Red eye may indicate fatigue

Another often-overlooked aspect of visual communications is guest

perception. Hotel employees are viewed as an extension of the hotel
itself. How a guest perceives an employee often contributes to the
guests’ overall perception of an organization. The first and the lasting
perception a guest makes on an employee is the employee’s appearance.
It is for that reason most hotels have instituted employee-grooming
standards.

Some Grooming Standards:

 Clean uniform and properly pressed, no trim button missing

 Footwear should match the uniform and appropriate for the job
 Should wear name tag
 Hair length, jewelry, make up, beards and other grooming
standards vary from other organizations.

Guest service continues with basic duties. A front office staff must have
a good working knowledge and phone etiquette.

Handling of Guest complaints

Not every guest experience is problem-free. Tourism industry is a

service industry that relies on PEOPLE and infrastructure to deliver a
product. Resolving a conflict to a guest’s satisfaction can “turn around
“a happy guest and make her/him a satisfied guest.

“Customers don’t expect you to be perfect. They do expect you to fix

things when they go wrong”
 --- Donald Porter/ Sen.-VP British
Airways

The handling of complaints is best accomplished by adhering to the

visual and verbal rules of guest service, many hotel employees, in their
sincere desire to correct a conflict, forget to take time to listen first. If it
is assumed that the employee is fully trained, the following rules should
be followed to meet guest’s expectations:

 Listen first.
 Summarize and restate the problem
 Make no excuses
 Resolve the problem
 Document the conflict

Employees learn to implement empowerment techniques in how they

communicate with guests as well. Certain words and phrases should be
avoided whenever possible. There are other ways of communicating the
same message. For example:

Phrases to Avoid Phrases to use instead

I don’t know That is a good question, let me find out

We can’t do that Well; I haven’t encountered this before,

let
Me research it and find a resolution

You have to; Next time here is how you can avoid this.

NO We are not able to reduce your room rate

but
I am able to upgrade your room

That’s not my job the person who handles that is (name),

Please let me get her/him