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Lesson 3 Guest Relation Skills

Guest relation skills are essential in the hospitality industry where customer interactions are at the core of business operations. Some of the most important guest relation skills include: excellent communication skills to clearly understand customer needs and provide solutions, being patient to fully understand issues and solve problems, and having a positive attitude to address customer concerns constructively. Other key skills are staying calm under pressure, thinking quickly on your feet to handle unexpected issues, following through until problems are resolved, actively listening to understand customer perspectives, and showing empathy.

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671 views2 pages

Lesson 3 Guest Relation Skills

Guest relation skills are essential in the hospitality industry where customer interactions are at the core of business operations. Some of the most important guest relation skills include: excellent communication skills to clearly understand customer needs and provide solutions, being patient to fully understand issues and solve problems, and having a positive attitude to address customer concerns constructively. Other key skills are staying calm under pressure, thinking quickly on your feet to handle unexpected issues, following through until problems are resolved, actively listening to understand customer perspectives, and showing empathy.

Uploaded by

jofancia alupani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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TOPIC

3 Guest Relation Skills

Hunting for Information

Customers want to feel important,


comfortable, and valued

Hospitality employees must be able to communicate


clearly and effectively in order to deliver excellent customer
service, avoid misunderstandings and prevent custome r

frustration. Imagine checking into a hotel with a front -desk

employee who mumbles, av oids eye contact, or prolongs the


check-in process by talking excessively.
To better understand the importance of guest relation

skills in the hospitality industry, you must first look at the


industry itself. The hospitality industry includes all businesses

in which customer interactions is a core component of their

operations, including but not limited to hotels, restaurants,


bars, resorts, theme parks and tourist destinations.

Your List of the Most Important Guest Relation Skills

1. Excellent Communication Skills: When you’re communicating with a guest, keep it


simple and to the point. There should be no doubt what is expected and what will be received
so there can be no misunderstanding. Be specific and communicate clearly with your guests.
2. Be Patient: It’s critically important to take the time to fully understand what the customer
is telling you and how best to solve a problem. Make sure you understand what they truly
want so you can give them the solution that best serves their needs.
3. Be Positive: Instead of saying “can’t” or “won’t,” you can turn around most statements to
say the same thing starting with “will” or “can.” For example, if your customer is asking for a
special room accommodation, instead of saying you “can’t” do that or it “won’t” be available,
you can tell them what “will” be possible and what you “can” do instead.
4. Stay Cool: Customer-facing employees have to be able to exercise self-control. Even if a
guest is angry you have to remember it’s not personal, stay cool, and solve the problem at
hand. This goes hand in hand with being adept at “reading” people and understanding their
emotional state.
5. Think on your Feet: There are always going to be surprises you don’t expect. You need
to be able to think quickly and have some idea ahead of time what you can do when you run
into something you haven’t seen before. For example, who is your “go-to” person when you
have no idea what to do and how do you contact the right person to address the issue? If you
have this information ready for when you may need it, you’ll be able to solve problems and
satisfy your guests more efficiently and quickly.
6. Follow Through: Be the person who sticks with it until the problem is solved. Your work
ethic should motivate you to do whatever it takes, however long it takes. When you follow the
problem through to the end, the customer knows you went the extra mile and it will come
back to you ten-fold.
7. Active Listening: This is critical for building relationships and solving problems. It’s the
only possible way to truly understand what you’re dealing with since you’re listening to what
is said, as well as observing the overall tone and unspoken expectations of the guest. Simply
“hearing” is not actively listening.
8. Empathy: It’s not only important to hear and understand what your customer is saying,
but it’s also vital to recognize how he/she is feeling. Put yourself in their place and think
about how you would feel in that situation and how you would want to be treated. It’s the
“Golden Rule” and it still applies.

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