Our TMG response team is experts at responding to guest feedback because we are experts in hospitality. Before working with Travel Media Group, the industry’s leading premium reputation solution provider, we were standing behind front desks, and we were guests ourselves. We’ve seen every type of guest comment, and some of the biggest complaints stem from one major problem: the guest didn’t feel acknowledged or valued. In many cases, this small misstep sparks several more complaints in public-facing reviews that those guests might have otherwise overlooked if their stay had started off on the right foot.
To help your team achieve next-level front-desk mastery, our team has created a list of 3 micro-gestures to foster genuine connection and ensure every guest feels seen and heard. You may find them unusual, but each of these mini actions is subtle, simple, and sure to help deliver a customer service experience your guests will never forget.
- Notice Eye Color: Studies show that taking an extra second or two to take note of someone’s eye color builds trust and empathy, setting the tone for the entire stay. Since hospitality is all about connection, eye contact is one of the best skills to practice. The next time you are interacting with a guest, take a full second or two to notice the color of their eyes. Then, notice how much more open the interaction becomes and how much easier it is to build rapport.
- Repeat After the Guest: This is another trick that may seem strange, but the next time you are assisting with check-in or handling an escalated issue, simply copy the guest’s words exactly. In psychology, this is called mirroring. Imitating gestures, speech patterns, or attitudes is something humans naturally do when we are familiar with each other, so it won’t seem as weird as it sounds when you mirror the guest’s speech. Repeat the guest’s words exactly, and you will have time to process what they are communicating while reassuring them that you are listening.
- Lead With Your Heart: Last, but not least, when talking or listening to a guest, place your hand on your heart. This small, universal motion has a very special effect on everyone involved and on those who see it. This tiny action signals a plethora of positive sentiments, including gratitude, respect, trust, dignity, and pure intentions. Start your next conversation by putting your hand on your heart, and you will be amazed at how quickly the mood in the entire atrium shifts with this effortlessly warm gesture.
First impressions matter, not just at check-in, but throughout the entire guest experience at your property. Implement these 3 subtle actions to set your hotel apart as a home away from home that truly honors its guests, rather than treating them as transactions. No matter the situation, these 3 practices will elevate your team and help deliver a guest experience that is sure to shine in your online reviews.