How to communicate with our guests

This 'How to' is designed to ensure face-to-face communications with guests are warm, welcoming and professional.

all staff must ensure the required level of quality for this procedure is maintained at all times and that all staff, contractors and suppliers that this procedure affects are aware and trained.

PROCEDURE

Always ensure that your presentation is as per the hotel standards. Refer to Wardrobe style guides
Listen to what is being said and use open body language to acknowledge you understand. This will include an open stance with shoulders back and gestures such as nodding.
Respond to what is being said with use of body language (open, positive, assuring), language used (elegant) and tone of voice (sincere).
Ensure that method of response is always appropriate.
Use eye contact.
Use the person’s name.
Smile (when appropriate).

Wardrobe: Hotel Hotel