When you are running a hotel the welcome provided by the front office staff is very important and can affect the rest of their stay. It is vitally important that the initial impression is a good one and reassures the customer that they made the right hotel choice. There are a number of very simple tips that should be kept in mind by all staff who have direct contact with guests. We’ve put together a list of top 7 tips to form the basis of excellent customer service:
• A smile goes a long way!
• Eye contact with the customer before they speak to you
• Speak first – don’t wait to be spoken to
• Speak in full sentences, especially when asking a question
• Listen! Both to way they say and to their body language
• Explain what you are doing when on the phone instead of leaving a long silence
• Go the extra mile – it’s what will generate repeat business.
For more information on our customer service training course that turns average customer service into excellent customer service contact us