Daily habits of any kind take time to develop, especially hotel service skills. Positive interactions with guests involve a series of micro-skills that may be challenging to learn all at once, such as being friendly, being able to access reservation information, explaining the room, and knowing when to reassure guests. Start by practicing the greeting and first impression.
Start by putting yourself in the position of the guest. Maybe they have had a long day of traveling and need to get some rest. Practice saying the first greeting and try to keep your tone of voice friendly and calm. The next step is to think about what the guest will need to know. Probably they will want you to confirm that you have a reservation for them, explain how to use the keycard, and tell them where the elevators are.
Practice this interaction a few times to get a feel for how it should go. A common error that many people make when practicing hospitality skills is to rush through the script. While it is true that you probably need to practice the script quickly in order to memorize the words, do not rush through the words. If you say them too fast, you will sound rude no matter what the words are. Make a conscious effort to slow down. Visualize a tired traveler in front of you at the front desk and speak directly to her.
Pause between sentences and look her in the eye. All of these nonverbal cues will help create a positive tone that cannot be achieved with the words alone. You can practice your hotel service skills as often as you like, but it is a good idea to create a short daily practice routine. For the first 5 minutes, visualize yourself standing at the front desk in the lobby of a hotel. Think about the next guest who will be arriving and what she will need. For the next 5 minutes, practice the script for checking in the guest. Concentrate on your tone of voice and try to speak slowly and clearly.
Finally, spend a few minutes thinking about any questions the guest might have. What if she wants to know what time the free breakfast is? What if she wants a late check-out? Prepare an explanation for these questions so you will be ready in case they come up. With a little daily practice, you can master any hotel service skills you need. Eventually, check-ins will seem effortless as you explain everything the guest needs to know. You will even be prepared to field unexpected questions with confidence. Hotel customer service is not just about mastering a few key procedures. It is about creating a positive experience for each guest every time she interacts with you.