Hotel’s Front Desk Employees Should Know The Guests Inside Out

If you want to provide good service to your guests, you have to know and understand them deeply. You should know them inside out and you should also care about them at some level. This is a must, there is no way around this.

If the front desk employees do not care about the guests they are highly unlikely to do a good job of dealing with them. When you care enough about something you will take steps to learn more and develop deeper understanding about that thing.

So the first requirement for hotel management is to make sure to hire the right people who care about other’s well being and like to help others. Secondly you need to train such people as simply hiring the right candidates may not prove enough. You need to inculcate the right values in them.

Develop a habit of keeping track of your guests’ preferences and tastes. You should do this for all your guests, but more so for the regular ones. Keep track of their favorite rooms, what things they like, what food they prefer, whether they have any allergies or other health issues, what addon services they usually want, prior stay history and travel purpose, etc.

Try to make each of your guest feel like a VIP at your hotel. By keeping track of their preferences and staying habits, you can provide them more personalized service. You can better understand them and their needs by analyzing their past behavior.

If possible try to maintain records of even small things like which newspaper a particular guest likes to read every morning. How can you find such intricate details about them? Wherever possible, observe them. At other times, simply ask them. It is surprising how much additional information you can uncover about your guests by simply talking to them and asking them.

The guests are likely to appreciate you taking the time to talk a little about their personal lifestyle habits and preferences. And they may be more than willing to share the information, provided you stay within reasonable limits and not venture too far with your questions into their personal life.

Hotels can also have a survey questionnaire which they can ask the guests to fill in while leaving the hotel. Or you may have the questionnaire online on the hotel website or app. The more you can understand your guests the better service you can provide them.

Aim to make your front desk staff guest experts. You can store all your guest information in the hotel’s PMS, so that this information is available at the  fingertips of the staff anytime they need it. Any hotel which is serious about growing its business needs to have a powerful, feature-rich, modern PMS system. If you don’t have it, you can contact us at Stay Express. We offer PMS to all our franchisee hotels,usually at no extra cost as it is included within the franchisee fees.