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How To Train Your Hotel Staff To Attend To Guests?

Every member of the team at a hotel has to learn customer service skills that go

above and beyond a guest’s expectations. While some employees may come to

the company with amazing people skills and years of customer service under

their belt, it is important to train all employees to get everyone on the same

page.

You want to deliver a consistent experience to all of your guests whether they

are ordering dinner to the room, interacting with housekeeping or checking

out at the front desk. Having a formalized way of interacting with guests,

conducting standard processes and providing superior service will help make

the expectations clear.

Having this formalized way of interacting with guests will help the property run

smoothly, but it requires some effort on the front end. Management needs to

train new employees to attend to guests and give intermittent refresher

courses to current employees. While it is important to keep key traits in mind

while hiring new employees, many skills can be learned.

Ensure your property is putting its best face forward and focus on these

aspects when training the hotel staff to attend to guests:

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Communication

Communication is possibly the most important part of customer service. The

way in which your employees interact with guests can make or break an

experience. Employees need to be cool, calm and collected, but they also need

to be accommodating and supportive as well. They need to be thoroughly

trained with interactive simulations and scenarios so they are not caught off

guard.

Body Language

Body language is another important factor. While it may be unintentional,

body language says a lot. Make sure your employees are giving the right

message with the way they carry themselves throughout the property.

Department Expectations

There should be a clear understanding of what is expected from each role.

While team members can go above and beyond their call of duty, a task or job

should always be assigned to a specific role. Each employee should know

which duties are assigned to each department. While it is important to know

what is expected of each employee, it is also useful so employees will know

where to direct specific questions. With clear expectations, guests will enjoy

better service and more organized interaction with staff.

Training and Development

Training is the most crucial aspect as it puts your staff in a better position to

contribute to the hotel’s success. Make training a part of day-to-day

management, so it’s not considered as an additional task. This goes for both

staff and management.

Behavior

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Train your staff on their behavior management. You need to teach them how

to identify customers’ needs and requests, and how to conduct themselves

when assisting the customer.

You have to encourage your staff to take a guest journey and see everything

from a guest’s point of view as often as possible. This will help them put the

whole customer experience into perspective.

Also Read: Are You Motivating Your Hotel Staff To Perform Better?

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