Keep it real
Three words can make or break a hotel – Standard Operating Procedures. The importance of SOPs is universally recognized and big chain and branded hotels seem to have an SOP for almost everything. Most Standards of Operations (SOPs) include certain scripted phrases to assist staff in the correct use of words during interactions with guests, visitors and callers. For instance, Telephone operators may be instructed to answer the phone with a greeting (depending on the time of day), identifying the name of the property and stating the offer to help, such as; “Good Morning… Hotel City Centre…How may I help you?”
Despite all the improvements SOPs offer, there is one area of opportunity that most hotels neglect…and that is to train all guest contact associates to use the language of hospitality. While scripts provide useful guidelines in training new employees on possible ways to address and respond to guests, scripts do not provide emotional connection. This requires training hotel staff to deliver more unexpected phrases that reflect genuine involvement in service rather than the use of blandly formulated ones, which the employee is required to say. Phrases that are used often should be highlighted in training with additional insight on how to 'modify them' and make them meaningful each time those phrases are used.
If an employee plans to wish a guest a "nice day" then the true intent behind that thought should come through. Honestly, to me “Have a nice day” has become an automatic statement where nine out of ten times, the person wishing me a nice day....really gave a damn whether I have one or not! When used repetitively and without enthusiasm – it reminds me of the “Gud day Mate” greeting that Australians chew out at regular intervals.
Have you observed that the phrase “you’re welcome” has virtually disappeared nowadays with expressions like “no problem” or “no worries”? When I say “thank you” to a server who re-fills my glass with wine and hear “no problem”, I get confused. Is the server doing a favour or going out of his way to pour the wine? Not at all – he is providing me the expected service. "You are welcome" is a response statement, thought and expression that all hotel employees should have in mind throughout any service experience. It is used when a guest or someone says “thank you”.
“If there’s anything else I can help you with, please let me know.” is a wonderful phrase when used at the appropriate moment, but can sound horribly wrong when not! Some years ago, the receptionist at a hotel, where a Hospitality expert was the keynote speaker, at an event held in the same property, could not find his room reservation. The guest was forced to call up the event organizer and it soon transpired that a room reservation had infact been made. Rectifying the hotel’s mistake, the receptionist after checking in the guest, asked ““If there’s anything else I can help you with, please let me know.” The guest angrily retorted “What exactly did you do to help me? Nothing, I had to call the organizer to sort your mistake out”
Very few hotels have succeeded in taking their team to higher levels of service excellence by training their staff to use words and phrases that conveys the true spirit of hospitality. Only by challenging employees to really think about their thoughts and by motivating them to choose words and phrases that delight guests can one create the degree of difference that makes service delivery exceptional.
Shafeek Wahab – Editor, Hospitality Sri Lanka, Consultant, Trainer, Ex-Hotelier
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