Having Warm, Welcoming, Winning Smile Is Essential for Hotel Staff
A warm, welcoming smile is very important in hospitality. Always meet and greet the guests with a warm smile that will help open them up. The smile is likely to make the guest feel welcome, important and comfortable. It can set the stage for further interactions between the guests and hotel staff.
Welcoming guests with a warm smile is of paramount importance because this is likely to affect customers’ first impression of the hotel.
The first face-to-face experience that the guest will have with your staff will make a lasting impression. For this reason the front desk has to make extra effort to offer their best smile to each and every guest.
Greeting with a warm welcome is important regardless of what time the guest arrives at the hotel and whatever the mood the guest may be in. It becomes all the more important if the guests are upset or in a bad mood or if they are tired after a long travel.
Hotel staff are supposed to offer a pleasant smile to guests at all times, and not just occasionally. They should interact and communicate with the guests in the best possible manner, at all times during their stay.
According to 2015 JD Power North America Hotel Guest Satisfaction Index Study, there is a 50 percent reduction in the average number of problems experienced when staff members greet guests with a smile”all the time” compared to when guests are only greeted with a smile “sometimes”
Despite all the technological advances and fancy innovations that are penetrating hotel industry these days, the human touch is still very important, specially face-to-face interaction experience is still key to great hospitality.
Hotels should try to hire friendly, empathetic staff who have the ability to maintain a calm, composed demeanor even during difficult moments and pressure situations. The front desk staff should be specially adept at keeping its emotions in control and be able to behave politely with the guests, even if the guests are angry or rude.