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There are certain customer service skills that every Hotel employee must master if they are forward-facing with customers; without them, you run the risk of finding yourself in an embarrassing situation, or simply losing customers as your service continues to let people down.
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Below I'll go over the 10 most-needed specific skills that I believe matter to guests within Hospitality:
1.Patience If you don't see this near the top of a customer service skills list, you should just stop reading. Not only is patience important to customers, who often reach out to you for support when they are confused and frustrated, but it's also important to the business at large.
2.Attentiveness The ability to really listen to customers is so crucial for providing great service for a number of reasons. Not only is it important to pay attention to individual customer interactions, but it's also important to be mindful and attentive to the feedback that you receive at large.
3.Clear Communication Skills For all of the "mumblers" - Make sure you're getting to the problem at hand quickly; customers don't need your life story or to hear about how your day is going. When it comes to important points that you need to relay clearly to customers, keep it simple and leave nothing to doubt.
4.Knowledge of the Product As a non-technical guy, this is one I try to work on every single day. The forward-facing employees in your company should have a deep knowledge of how your product works; specifically from the perspective of how the customer who uses it everyday would see it.
5.Ability to Use "Positive Language" Sounds like nonsense, but your ability to make minor changes in your conversational patterns can truly go a long way. Language is a very important part of persuasion, and people (especially customers) create perceptions about you and your company based off of the language that you use.
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6.Acting Skills Let's get real honest here... sometimes you're going to come across people in situations outside of your control that you'll never be able to make happy. Every great customer focused employee needs those basic acting skills necessary to maintain their usual cheery persona in spite of dealing with people who may be just plain grumpy.
7.Ability to "Read" Customers You won't always be able to see customers face-to-face, and in many instances (nowadays) you won't even hear a customer's voice! That doesn't exempt you from being able to "read" the customer's current emotional state. Look and listen for subtle clues about their current mood and you'll go far in keeping your customer positive.
8.A Calming Presence There's a lot of metaphors for this type of personality: "keeps their cool," "staying cool under pressure," etc., but it all represents the same thing... the ability that some people have to stay calm and even influence others when things get a little hectic.
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9.Ability to Handle Surprises Despite what I had to say above, sometimes the customer support world is going to throw you a surprise. Whatever the case, it's best to be able to think on your feet. Who will you go to when the situation is out of your league? What will you send to this person? How are you going to contact them?
10.Closing Ability Being able to close with a customer means being able to end the conversation with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be). Your willingness to do this shows a customer that you care about getting it right.
1. Building connectionsSuccess in hospitlaity management jobs depends a great deal on a person's ability to make positive connections with clients, guests, vendors, and even other employees.
2. MultitaskingAt all levels, careers in hospitality require employees to handle multiple responsibilities simultaneously. On a typical day, a hotel manager might have to negotiate a contract with a vacuum rental company, handle a dissatisfied guest, fill out paperwork for an employee injured in a kitchen fire, and keep a smile on his or her face to greet new guests, all in the course of one afternoon.
3. Attention to detailIt's the little things that make a guest's experience extraordinary. To excel at creating that extraordinary experience, everything from making sure the flowers are fresh to making sure every busboy wears a clean uniform must be attended to, and successful hospitality managers must be excellent at addressing each detail.
4. Technical and language skillsComputer skills and language skills are two areas of technical expertise that make a hospitality manager stand out from the pack.
5. FlexibilityHospitality managers often have unusual hours or longer hours than a basic desk job. On the job, they must be ready to switch gears at a moment’s notice if unexpected situations arise.
its about using diffrent service styles to exced customer acepectaions.
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•Phone: Smile, literally. A smile can “translate” through the phone, causing your voice to sound friendly and warm. But be careful not to “smile” at a very angry customer. Wait until the time is right.
• Mirror your customers. Try to match their tone and emotion. Mirroring doesn’t mean to yell if a customer is yelling at you. However, an initial increase in volume or intensity might help the interaction at the start. Then.
• Reflect and validate. When a customer is upset or frustrated, they might not be able to take in what you say—even when it’s the right answer. First, really listen to help them calm down. After saying all they need to say, they’re more likely to be receptive to hearing the solution you offer.
• Acknowledge. Tell customers you understand their problem and the reason for their call. Make sure they feel heard. • Give the customer time. Let customers vent if they need to, even if you understand the issue right away. People often need to finish expressing themselves in their own way before they are ready to proceed.
• Summarize. Repeat back what a customer has told you in a supportive way. This demonstrates that you understand the problem.
• Communicate hold time. Before you put some one on hold, get confirmation that it’s OK to do so. General rule: don’t leave a customer on hold more than 2 minutes without checking back, even if it’s to say it may take longer. If you know it will be an extended hold, tell them ahead of time. Offer to call back, if that’s preferable.
• Use templates, not boilerplates. Don’t use the exact same prewritten text when responding to tickets. Start with a basic, standardized template specific to your support team and personalize it when replying to customers.
• Inject personality into responses. Feel free to use your own voice and approach. You can reflect the company’s persona and philosophy in your own way. Consider using a different signature and closing macro based on the tone and resolution of the interaction.
• Aim for specific times. Make sure all tickets are resolved or escalated within a certain time frame. Time to first reply is critical, so define expectations with your team and with your customers. Systemic alarms and triggers are imperative to ensure that tickets don’t get stale. If you get an update from engineering, product, or operations, make sure a systematic process exists to update customers.
• Don’t be robotic. Emails should have personality, reflecting the fact that they come from an actual person.
• Prioritize. The ability to prioritize tickets while keeping esponse times in mind is immensely important.
• Combine phone and email skills. Chat is very similar to phone in that it is a conversational, real-time interaction. However, like email, chat requires strong writing ability.
• Social Media acknowledge. Make it known that you are aware of the customer’s tweet, Facebook post, etc.
Best Regards
MBW- Management by Walking- The Manager should be a person who walks the talk. He should meet his guests and obtain their fedback first hand and ensures all his guests are staisfied with the overall product and services. He should strive to exceed the guests' expectations.
A pro-active and pragmatic manager who listens to his guests as well as his staff develops strategies to escalate the ratings of the hotel via guest feedback
Zahir-Ahmed
Project Director
for hotels, you have to work on exceeding customer expectations and loyalty, although it's a service industry however for hotels you cannot seek just customer satisfaction, you have to seek customer delight.
Being details oriented, very patient, and extremely friendly and showing your care and passion in fulfilling any customer request, follow up on fulfilling and exceeding the customer expectations, and avoiding over promising is a must.
Self motivated, Good communication skill, Good scene of humor, Comp lent solving ability, Knowledge of local area, Maintain good relation with other department, Helpful with subordinates, Train the staff when ever their is need of training. Should follow the sops of organisation.
Treat the customer the way you need to be treated toward meeting their need in exchange to money value.
1. To establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on food, beverage and service.
2. To personally and frequently verify that guests in the outlet are receiving the best possible service.
3. To spend time in the outlets (during peak periods) to ensure that the outlet is managed well by the respective Outlet team and functions to the fullest expectations.
4. To be demanding and critical when it comes to service standards.
5. To ensure that the Outlet team projects a warm, professional and welcome image.
When it comes to serve the customer,there are always two rules.Rule number one is the customers are always right, and the rule number two is, if the customers are not right follow the rule number one.
A hotel manager skills are with above mentioned rules as attitude, focused, humble, decisive, innovative, flexible, organized and warm personality.
