Are You Listening to Your Guest?
Good Communication!!! This skill is a pre-requisite for the workplace in most industries, but more especially in Hospitality. Whether it is verbal or non-verbal, communication is essential for enhancing guest experience.
Unfortunately, the terms ‘communication’ and ‘communicator’ are used very lightly, and we have lost the true meaning of what it means to be an effective communicator.
A conversation with your guest is more revealing than it seems. An interesting and interactive one can make your guest return for another stay, give a good review, recommend you and the property. The prospects are unlimited!
As someone who’s been to several hotels and F&B outlets, the experience a guest has with employees makes or breaks their opinion regarding the property. Communication is key for a good experience. So how can you ensure that YOU are effectively communicating with guests?
I would definitely say the first step starts with listening – but not your typical approach to listening. Today, we will be referring to the Chinese Character for listening, ‘听’, and will use its elements to create a guide for being an effective listener.
Ears - To Hear
Eyes - To See
Mind - To Think
Heart – To Feel
Undivided Attention – To Focus
The line in the centre of the Chinese character brings all of these elements together; it represents undivided attention. Where a listener is able to provide this undivided attention leaving aside all distractions, giving complete focus, communication is complete and the speaker has been won over.
This is exactly what a guest wants when they speak to you. They want your undivided attention and by successfully doing this we assure our guests that they have our total attention.