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Group1 - Guest Service in Hospitality Industry Eleven Basic Skills 1

The document outlines eleven essential skills for guest service in the hospitality industry, including smiling, greeting, conversing, and providing assistance. It emphasizes the importance of creating a positive atmosphere, building connections, and maintaining a professional demeanor through proper telephone etiquette and a positive attitude. Additionally, it highlights the significance of personalized attention and humor in enhancing guest experiences.

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Erika Apaga
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13 views22 pages

Group1 - Guest Service in Hospitality Industry Eleven Basic Skills 1

The document outlines eleven essential skills for guest service in the hospitality industry, including smiling, greeting, conversing, and providing assistance. It emphasizes the importance of creating a positive atmosphere, building connections, and maintaining a professional demeanor through proper telephone etiquette and a positive attitude. Additionally, it highlights the significance of personalized attention and humor in enhancing guest experiences.

Uploaded by

Erika Apaga
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Guest Service in

Hospitality Industry –
Eleven Basic Skills

GROUP 1
Overview
• Smiling
• Greeting • Positive Attention
• Conversing • Positive Ending
• Follow Through
• Proper Telephone Etiquette
• Provide Assistance • Positive Attitude
• Giving Attention • Sense of Humor
SMILING
A Smile is a universal sign of warmth and
friendliness.
Smiling is a non-verbal way of making
customers feel comfortable and
appreciated.
Importance of Smiling in
Customer Service

First Impressions Matter


Creates a Positive Atmosphere
Builds Customer Loyalty
Relieves Tension
Greeting
Refers to the first words or actions used
to welcome guests.
Positive way of initiating contact with a
customer.
Importance of Greeting Customers

Shows Respect
Opens communication
Builds Connection
Tips for Smiling and Greeting in Customer Service:

Be Genuine: Ensure your smile feels natural.

Use Friendly Words: Simple greetings like “Hello” or “Good


morning” make a big difference.

Be Consistent: Greet every customer warmly, even when


busy.

Body Language Matters: Besides smiling, keep your body


language open and approachable.
Conversing
•Refers to engaging in a verbal exchange of
ideas, thoughts, or information between
two or more people.

•To exchange thoughts and opinions in


spoken words or sign language
Conversing
1.Uses Proper Language
2.Uses Official Titles
3. Uses Formal Phases
Proper Telephone Etiquette

•Refers to the set of polite and professional


behaviors or manners that one should follow while
using the phone for communication.

• It includes practices like speaking clearly, listening


attentively, using appropriate language, and being
respectful of the other person’s time, ensuring that
the conversation is courteous and effective.
Key Aspect Of Proper Telephone Etiquette

1.Answers Promptly
2.Introduce Yourself
3.Speak Clearly
4.Be Attentive And Listen
5.Use Polite Words
6.Avoid Distractions
7.Keep It Brief
8.End Politely
Provide Assistance

Providing assistance is a fundamental aspect of guest


satisfaction because it directly impacts the overall
experience, comfort, and perception of service quality in the
hospitality industry.

Guests often rely on staff for guidance, problem-solving,


and personalized service
Provide Assistance
1. Be Proactive in Offering Help
Before a Guest Asks

2. Assist with Luggage, Directions,


Special Requests, and Information

3. Ensure Prompt Responses to


Guest Inquiries and Needs
Giving Attention
Providing attention to the guest is enhanced by the little
extra in guest interactions. – For instance, when guests
return to the hotel at the end of the day, they should be
welcomed back. It is these little things that make the guest
feel at home.

When the guests are around, they should not be ignored.


Employees must remember to chat with the guests, not
their co-workers.

-Make your guests feel at home.


Positive attention in guest service in the
hospitality industry refers to providing

Positive
exceptional, thoughtful, and personalized care
to guests.

Attention Greeting guests warmly


Anticipating their needs
Offering solutions before they ask
Going the extra mile to make them feel
valued and appreciated.
Positive Endings
Upon departure from the establishment, guests
should be thanked for staying at the hotel and told
how much they are wanted back again.

Statements such as “Please stay with us again”


and “Have a nice trip home” or “Enjoy the rest of
your vacation” help to ensure that the guest will
depart with a smile.

Good feedback of your guests makes you feel


excellent
Follow Through

Follow through refers to the process of implementing plans or


actions to ensure that guests' needs are met. It is a crucial aspect of
quality service management in tourism and hospitality. There should
be Fulfilling Request, Resolving Issues, Keeping Promises, and
Providing Personalized Service.
POSITIVE ATTITUDE
• When it comes to the hospitality industry, a
positive attitude goes a long way. In order to
provide great customer service, employees need
to be upbeat and friendly.

• A positive attitude can make all the difference in


creating a memorable experience for guests.
WHY POSITIVE ATTITUDE IS
IMPORTANT?

A positive and professional customer service


attitude is essential for building trust, loyalty, and
satisfaction among your customers.
SENSE OF HUMOR

Refers to the ability to use lightheartedness,


wit, and appropriate jokes.
It helps create a warm, enjoyable, and
stress-free atmosphere for both guests and
staff.
Best Practices for Using Humor in
Guest Service
1. Keep it light and appropriate for different cultures
and preferences.
2. Use humor to enhance, not distract from
professionalism.
3. Be observant — not all guests may appreciate
humor.
4. Use humor to relieve stress, not to dismiss
concerns.
Thank
You

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