Galang, Nina Jesica M.

HTM – 202

 Analyze on how to establish the connection with guests can make a difference between closing a deal or
having the guest walk away

11 Ways To Communicate More Emotionally With Your Guests

1. Look for hotel staff with a high EQ (that’s emotional quotient)
Recruit emotionally intelligent staff. Include empathy and thoughtfulness in your requirements to outline your
expectations. Ask referees how the candidate demonstrated kindness or diffused a fraught situation.
2. Ask questions that come from real life examples
During interviews, ask candidates how they would deal with customers facing a long check-in queue or broken
elevator. Pay particular attention to their demeanour and conversation style. Do they seem genuine? Do they have
a warm smile? Do they hold eye contact? Minor details are sometimes the most important.
3. Make the way you approach guests consistent throughout
In training, establish the use of names as a protocol, for staff and guests. Staff should always introduce themselves
by their first name on the telephone, and address guests by their title and surname directly and in conversation with
other staff, for example “Max could you show Mr and Mrs Cooper to their room?” Never refer to the guest by
room number.
4. Go the extra mile with personalisation…
Encourage staff to personalise their welcome. “You must be pleased to get out of that rain, I’ll get someone to take
your coat,” or “Would you like a hot drink sent to your room in a few minutes?”.
5. …and prepare the extra touches
Find out the purpose of a traveller’s stay and prepare their room accordingly. A box of toys for a young family,
champagne for a couple of newlyweds or extra stationary for a business traveller will be appreciated. Remember to
let them know you’ve organised it for them specifically, otherwise they’ll think these items are in every room.
6. Encourage the development of friendships
If possible, group staff according to friendship groups. Some organisations will separate friends as they will chat,
but in a front-of-house environment, especially on the front desk, a strong rapport between colleagues will draw
customers in. Like a breakfast radio show, the banter between two friends provides an engaging bit of theatre and
warmth. Don’t let this go too far though, it’s not a comedy show.

7. Break out from behind the desk

Encourage staff to leave the desk when it’s quiet and circulate around the public areas, asking guests how they’re
enjoying their stay and just generally being friendly and approachable.
8. Keep track of your guests’ preferences
Log any of a guest’s likes or dislikes on the booking system, so there’s a record of it next time they book. This is
important if they complained about or especially enjoyed something. If possible, make a note of the purpose of
their trip – a family wedding or child’s graduation – and this can be a talking point if they visit again.
9. Be loyal to your most loyal guests
Really look after regular guests. If they have asked for extra towels or a particular newspaper previously, ensure
that they are provided, but again draw their attention to this extra special touch by mentioning it when they book in
– “And we’ve made sure you’ve got a couple of extra towels this time…” – or having them delivered after they’ve
settled in the room.
10. Remember, it’s your reactions that matter
Follow your handle on Instagram assiduously. When guests mention your hotel, add a comment and thank them. If
someone complains (more likely on Facebook, Twitter or TripAdvisor) apologise publicly and move it to a private
conversation as soon as you can. Always find a solution. It’s how you deal with the complaint that will resonate,
not what went wrong in the first place.
11. The check out experience is just as crucial as check-in
A fond farewell is as important as a warm welcome. Ask how your guest’s stay went with open questions, never
“Was everything ok?”. Ask about their onward journey or return home and suggest an activity for their next visit
– “Next time we’ll book you on the Buckingham Palace tour, it’s a shame you couldn’t squeeze that in this
week.”
Once you realise how lasting an emotional connection is for your guests, promoting loyalty and return stays at
your hotel will be much easier.
  Explain The Importance of Handling Guest
What are customer complaints and why are they important
Customer complaints may seem like a downer or a negative reflection of your company, which they can be, but they’re also
loaded with useful information and customer insights that you can use to your advantage. When customers submit a
complaint about your service or product, you’ll be able to use their feedback to make improvements where needed. One of
the disadvantages of customer complaints is hearing negative reviews about a product that you’ve put your all into and
are passionate about. However, while it’s not always a good feeling to receive complaints, remember that no business is ever
perfect no matter how many changes they make, and that there are a ton of benefits of customer complaints. Looking past
the initial negativity associated with complaints can help you realize what a blessing in disguise they can be—think of them
as free customer insights, without you having to invest in feedback surveys or something else of the same nature.
What Is a Customer Complaint?
The first step in using complaints to your advantage is to ask: what is a customer complaint? There could be a variety of
reasons for customer complaints, but the most common one is that they’re dissatisfied in some way with your product or
service. Not all customers will take the time to call and tell you about their disappointment, but the ones that do are usually
passionate about what they’re calling to tell you or are loyal to your brand. There may be a way to remedy the issue the
customer calls about, but sometimes there’s nothing you can do. Either way, the feedback can be useful to you in a variety of
ways.
Why Customer Complaints Are Good for Your Business
As we’ve mentioned, customer complaints are an awesome way to collect feedback on areas that need improvement.
Companies often ask customers to participate in feedback surveys, but those cost time and money, whereas evaluating
complaints is free. Here are a few reasons why you should realize the importance of customer complaints:
Understand Customers Better
Consumers can offer you insight into your products and services that you, as a business owner, may lack. Understanding your
customers, their qualms, and their needs will help you serve them better. Even if a customer calls to mention a minor
inconvenience, you can keep this in the back of your mind to make changes down the line, when you’re in the position to
offer the luxury of convenience to your customers. The easier you make things for your customers, the more likely they are to
continue choosing your brand over others.
Recognize Your Mistakes
For every complaint you receive, there are probably a dozen other customers who experienced the same thing but didn’t
speak up. Pay careful attention to the issues that customers bring up when they call in to make a complaint, especially if it’s
something that seems to be reoccurring and is brought up by more than one person. Evaluating these concerns can help you
troubleshoot problems you didn’t even know were there and continue to improve your business.
Build Customer Loyalty
Many consumers call a company’s customer service line to make a complaint, with the intention of being compensated or
receiving a solution to their problem. Ensure that your call center agents respond to their communication in a timely manner
and let them know that their business is appreciated. Even if they can’t offer them a solution, compensating them in some
other way will show your company’s appreciation and encourage them to stick with your brand despite any mishaps they
may have experienced.
Increase Word-of-Mouth
Why is it important to handle customer complaints? The more satisfied customers are with your service, the more likely
they are to refer their friends and family to you. When your company addresses complaints in an appropriate manner,
customers will be left with a positive image in their mind, even if your product or service didn’t initially meet their
expectations. Customer service has a lot to do with how well consumers react to your brand, and it’s imperative that
representatives keep this in mind when helping customers. Word-of-mouth recommendations are invaluable, and are often
more effective than any type of commercial or ad you can buy. When other potential customers hear individuals they trust
praise your company, they’re more likely to give you their business, too. This illustrates why complaints handling is
important.
Improve Communication with Customers
Communicating effectively with customers is a huge part of running a successful business. When customers call to make a
complaint, and they see that their feedback was actually taken into account and that changes were made, they’ll appreciate
that their voice was heard. Many customers refrain from making complaints or voicing their concerns altogether because they
believe companies don’t care and won’t take action. When you do the opposite and show them that you’ve listened and that
their satisfaction is important to you, customers will realize that your lines of communication are actually open, and not just
there to simply be there.
Resolve Customer Complaints with Our Customer Call Center in Toronto
Evaluating customer complaints is time consuming and can use up a lot of your resources—unless you have a complaint
handling call center. 3C Contact Services is the top customer call center in Toronto and is able to handle all of your
customer complaints with ease. Our highly trained customer care agents can answer, resolve, and evaluate all customer
feedback for your company. By allowing us to field your customer complaints and evaluate them on your behalf, you’ll get
all the beneficial insight without having to do any of the work yourself. Contact us today to learn more about our services and
how we can help you grow your business.