One of the keys to success in customer service is the friendliness and hospitality your hotel conveys. After all, making guests feel at home plays a very important role in their overall experience.
If you look at the leading competitors in your industry, you’ll see that there are key factors that greatly improve the customer experience and service provided. One of these factors is the use of phrases related to hospitality. To help you understand and make the most of them, we recommend that you keep reading this new blog post.
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What are quotes about hospitality?
As the name suggests, quotes about hospitality are phrases designed to reflect values such as kindness, hospitality, and warmth. This is essential in the hospitality industry because it influences the guest’s experience and their perception of the staff’s attitude.
Remember that a guest is a person who feels and is influenced by both their perceptions and emotions. Making them feel valued and at home helps improve their perception of the hotel. This can lead not only to better reviews but also to customer loyalty.
What are they used for?
In addition to serving as a way to convey a kind, warm, and hospitable attitude, phrases about hospitality have other benefits. For example, they’re a great way to break the ice and get to know your guest better by encouraging clearer and more personal communication.
They also help show the guest that, to your hotel, he or she is a person—not just a reservation number. Similarly, they can be very useful in helping to lower the guest’s natural psychological defenses, which can act as a barrier when selling them an add-on such as a timeshare or a future vacation package. They can even help cater to each guest profile, such as the senior guest profile or young guests.
The difference between using them and not using them
According to experts such as those at IHCS, here are some of the negative consequences that can result from not using hospitality-related phrases at your hotel:
“Feeling that the employees are upset”
Many guests who are greeted by receptionists or staff who do not say “good morning” have reported feeling as if these employees were annoyed or angry. This can directly detract from the guest experience.
“To think that they’re just another number”
Another negative consequence of not using these phrases is that it makes the customer feel like just another number or a mere reservation. This is very common, especially in companies where customer service is impersonal and cold.
“Getting bad reviews”
It is widely documented that hotels that do not provide good customer service or create a positive experience are the ones with the worst reviews. Having bad reviews can have a significant impact on your hotel’s ranking.
“Affect your sales”
On top of bad reviews and a poor guest experience, your sales can also be affected. Let’s be realistic—no one wants to stay at a hotel where they don’t say “good morning” or where there’s poor online reputation management and offline.
Who should use these hospitality phrases?
Ideally, phrases about hospitality should be used by staff who are in direct contact with guests. To begin with, reception and sales staff are the ones who absolutely must use them.
In addition, staff who may have occasional contact with guests should also wear them. For example, housekeeping and restaurant staff must wear them when speaking with a guest. This is to ensure that the entire hotel maintains a consistent standard of customer service.
Are phrases about hospitality always necessary?
Many managers consider the use of hospitality phrases to be redundant and even cloying. According to experts in the psychology of customer service, their use is necessary on three occasions: during the initial contact, when resolving an issue, and when saying goodbye.
Therefore, it is recommended to use these phrases when a guest is checking in or checking out. They are also recommended when greeting a guest—for example, in a hallway or in the restaurant—or when assisting with a request, activity, tour, etc.
How can you encourage your employees to use hospitality phrases?
There are various strategies you can follow to incorporate hospitality phrases into your hotel. The most complex ones involve providing training and courses on customer service to all your staff.
Among the most basic strategies is placing notes or Post-its—all reminding staff to use these phrases in key areas such as the lobby or hotel front desk. We can also implement surveys so that guests can evaluate the service provided, allowing us to take appropriate action based on their feedback.
Examples of hospitality phrases in hotels
While there are many examples of phrases, some of the most common ones are:
- “Welcome, sir or ma’am”
- “Welcome to our hotel”
- “Good morning, good afternoon, or good evening”
- “We’re here to serve you”
- “Make yourselves at home”
- “Enjoy your stay”
In general, the phrases about hospitality are meant to welcome people, say goodbye, or create a warm and personal experience. They should be crafted to make people feel at home. They should convey that they are in a place where they are interacting with people, not with robots or computers.
Improve Service and Guest Care with IHCS
One of the key indicators of success for any hotel is customer service. As we’ve already mentioned, if customer service is poor, guests won’t feel comfortable. As a result, they’ll have a negative experience at the hotel. This will lead to a poor reputation, bad reviews, and a drop in sales.
At IHCS, you’ll find the support you need to restructure and improve the customer service you provide at your hotel. This will allow you to enhance your guests’ experience and boost both your occupancy rates and customer loyalty.
