This week we will look into some of the factors that affect our total service delivery in the hospitality industry as hoteliers:
we will start with :
- Communication !
in here we will learn the importance of communication and its role in effective problem resolution.
After all, its all about relationships and the quality of your relationships with our guests can mean the difference between a fully engaged and a disengaged guest. It is up to each and every one of us to interact with guests in a warm, caring and positive attitude, “wowing” them with personalized service so that they cannot imagine a world without YOU.
Your positive attitude can make a world of difference to a guest who experiences a problem, converting a negative stress into a positive one.
we learned that we must respond POSITIVELY and IMMEDIATELY to our guests’ problems by thanking them for sharing their concerns, solving their problems with extreme sense of urgency, following up to make sure they are satisfied with the resolutions.
with the following formula it guides us through
Effective Communication = [(Positive Body Language/ Tone of Voice /Verbiage) + Empathic Active Listening + Asking] x Perception
the first part of it says that Effective Communication = [(Positive Body Language/ Tone of Voice /Verbiage) which directly means that
LETS BRAIN STORM TOGETHER?
which of the following is more important: (a) Body Language; (b) Tone of voice; or (c) Verbiage?
- What about our body language?
- What about our tone of voice and words?
How you say things communicates volumes about what you mean. Communication is: 7 % Verbal (words) 38 % Vocal (tone of voice) 55 % Visual (body language)
Think of the image we want to convey to our guests – warm, caring and elegant – and how that impression is ruined if the body language, tone of voice and words contradict that image. Our body language, tone of voice, and words communicate our eagerness to assist a guest, is the kind of attitude that builds guest engagement and loyalty.