1. Language communication

Language refers to what you actually say, including Chinese, English, etc. you use. Things to note when communicating verbally include:

1. Use simple words, try to use words that guests can understand, and do not use professional hotel terms. Try to communicate with guests in the language they speak. If the guests speak English, we will use English. If the guests speak Chinese, we should not use English to avoid miscommunication and the guests not understanding what you are expressing. (The front desk will tell you that pre-authorization is completed, and the RC form or words will be in English)

2. Restate and confirm: As a hotel employee, you must clearly understand what the guest wants to say, and repeat the guest's needs simply and concisely. This can reduce the personal differences between the guest's expression and the service staff. The cognitive gap causes estrangement. When you don't understand something, you can ask the other person to say it again until you understand it, especially when you meet foreign guests.

3. Confirm whether the other party understands: When making any explanations and explanations, you must remember to ask the other party whether they understand at the end, so that the other party has the opportunity to ask questions, and continue to ask questions if they do not understand.

4. Patient explanation: Explanation can help guests understand the hotel situation, especially when expressing questions.

5. Kind response: Kind opinions can soften the temper of fault-finding guests.

2. Vocal Communication

When communicating with others, sometimes effective communication cannot be achieved due to the influence of tone, tone, volume, voice quality and mantra. This situation should be avoided as much as possible.

1. A smooth and monotonous tone often makes people feel disrespected and ignored. The ups and downs of your tone can make your guests appreciate your sincerity and goodwill.

2． When speaking to guests, the volume may be too low for the other party to hear and must be repeated, or the volume may be too loud for the guest to think that the service staff is arguing with them instead of communicating. It is better to make your voice heard clearly by the other party.

3. The catchphrases in the speech such as "this", "hey", "oh", etc. make the guests think that the service staff is very impatient and unwilling to calm down and listen to the guests' statements. Spoken language is not easy to remove from our conversations. With the help of constant Practice and self-reminder can reduce the number and frequency of occurrence.

3. Body language communication

In non-verbal communication, the most familiar body movements are eye contact, facial expressions, gestures, and postures during conversation. and posture, etc. (Front desk staff are not allowed to drag their chin with their hands to talk to guests, or talk to guests with their feet on the cabinets under the front desk. When they see a guest smoking, they must talk to the guest with a smile. They must use both hands to deliver things. They are not allowed to receive one guest and then talk to another. guest service).

1. Eye contact

1) When communicating with guests, it is a basic courtesy to look directly into the other person's eyes and listen attentively to the other person's statement. From eye contact, both parties can understand whether the other party is helpful and obedient, and whether the other party is talking confidently. If you don't dare to look at the other person, the other person may think that you are lying or perfunctory. (You may not be used to looking at the other person’s eyes at first, so you might as well start practicing your eye gaze by looking at the tip of the other person’s nose)

2. Facial expressions

1) Usually when we communicate with guests, the guests and we will look at each other's faces. From the faces, we can tell whether the guests are happy, angry, sad or happy today.

2) When we enter the hotel to work, the supervisor may ask us to smile when we see the guests, because from the facial expression, the smile reveals to the guests that "we are very happy to do it for you." Hotel service professionals who serve guests”.

3) Of course, it is not necessary to keep smiling when seeing guests, especially when guests encounter problems and want to complain, or when they accidentally make a fool of themselves, they will be in a bad mood. . If the waiter still maintains a smiling expression on his face, the guest may think that you are making fun of him. At this time, the expression should be sincere and serious, and listen carefully to the guest's statement.