Business Communication Tools

Why is it important to have effective communication with your colleague and with the customers?

What are the setbacks in using technology for communication?

A guest approaches the front desk with a timely concern that needs to be addressed. The staff member smiles cordially and says they’ll be with the guest in a moment, only to promptly disappear in the back. After waiting a reasonable amount of time, the  customer leaves enraged and writes a bad review, vowing never to return to your hotel again.

A traveler is planning a visit to your hotel but has to make a change to their reservation. Whether it’s a special request for the room or they want an early check-in, it’s up to you to respond and honor that request as quickly as possible. As a hotel staff, what should you do?

When you have a limited number of staff members on duty, it sure is tempting to try and cover all your customer service bases even with limited resources. If a guest needs a staff member to stop by the room to address a request but a sole worker is alone at the front desk, you’re bound to leave a guest unsatisfied. But if you can contact another staff member for help, you’re all set. How are you going to coordinate with your colleague? What should you do to accommodate the customer?

When a guest has a question, they need to feel confident dialing up the front desk. If they do and your staff is unhelpful, terse or even rude, the phone conversation may escalate to the point, leading the worker to flat out deny the guest’s request. What should have been a quick, pleasant call spiraled into a negative interaction. How are you going to communicate properly thru a phone call?