Learn how to communicate with guests to exceed their expectations in hospitality management. Discover tips on knowing your guests, using the right channels, being clear and positive, and more.

Restaurants - Greet them right. First 15 seconds, at the door. Genuine and sincere greetings are the best start to communication. Next - under promise and over deliver. Further - know who is coming through the door and for what reason (first time guest, regular, party, anniversary, birthday...). This communication and continued discussions and interaction throughout the visit is often a little bit of a balancing act. And this comes from being able to "read the room". Oh and this may sound dumb, but practice greetings with your staff...set up a training session with the front desk staff and wait staff and go through some possible scenarios of greeting guests and interaction with them. And do not forget the kitchen staff in this training too.

How can you communicate with guests to exceed their expectations?

Communication is a vital skill in hospitality management, especially when it comes to meeting and exceeding the expectations of your guests. Whether you are a concierge, a front desk agent, a housekeeper, or any other staff member, you need to communicate effectively with your guests to understand their needs, preferences, and feedback, and to deliver personalized and memorable service. In this article, we will share some tips on how you can communicate with guests to exceed their expectations.

1 Know your guests

The first step to communicate with guests is to know who they are, what they want, and what they value. You can use various sources of information, such as reservation systems, guest profiles, loyalty programs, social media, and online reviews, to learn more about your guests before they arrive, during their stay, and after they depart. You can also ask open-ended questions, listen actively, and observe their behavior and body language to gain insights into their preferences and expectations. Knowing your guests will help you tailor your communication style, tone, and content to suit their needs and personalities.

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William Wallace CCC

Director of Culinary at Erie Meats Ltd
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Restaurants - Greet them right. First 15 seconds, at the door. Genuine and sincere greetings are the best start to communication. Next - under promise and over deliver. Further - know who is coming through the door and for what reason (first time guest, regular, party, anniversary, birthday...). This communication and continued discussions and interaction throughout the visit is often a little bit of a balancing act. And this comes from being able to "read the room". Oh and this may sound dumb, but practice greetings with your staff...set up a training session with the front desk staff and wait staff and go through some possible scenarios of greeting guests and interaction with them. And do not forget the kitchen staff in this training too.

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Delmar José Ribeiro Sábio

Marketing and Tourism Teacher at Ministério da Educação | Customer Relationship Management Consultant | Marketing Consultant @delmarsabio
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Exceeding guest expectations involves thoughtful communication and personalized service. You can create an atmosphere of exceptional hospitality, leaving a lasting positive impression on your guests and encouraging them to return and recommend your property to others. Remember, the key is to go beyond meeting expectations and strive to create memorable experiences.

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Suniladri Sarkar

Sr. Manager Food & Beverage Controls at Semolina Kitchen a Adani Enterprises
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Effective communication with guests is a cornerstone of exceeding their expectations in the hospitality industry. From the pre-arrival stage to post-stay follow-up, every interaction shapes the guest experience. Personalization, responsiveness, surprise and delight, and clear communication contribute to positive guest perceptions. A commitment to anticipating and meeting guest needs enhances their overall satisfaction and encourages repeat business. By focusing on these communication strategies, hospitality professionals can create memorable experiences that go above and beyond guest expectations, fostering a positive reputation and building lasting guest loyalty.

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Delmar José Ribeiro Sábio

Marketing and Tourism Teacher at Ministério da Educação | Customer Relationship Management Consultant | Marketing Consultant @delmarsabio
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Exceeding guest expectations requires a holistic approach that combines excellent communication, attention to detail, and a genuine commitment to providing personalized service. When guests feel valued and understood, they are more likely to have a positive perception of their experience and become loyal patrons, contributing to the success of the hospitality business.

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Delroy Hanson

Father | Husband | Director of Food and Beverage | EAM | Passionate Hotelier (AI/EP Luxury and Lifestyle Properties)
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Interactive, fun filled, and creative guest engagements are communicable ways to go above and beyond guest expectations. The Food & Beverage Department also allows for a great deal of creativity, especially food presentation, and developing unique dining experiences. Activities such as beach rehydration, returning guest dinners and cocktail parties where complimentary culinary bites and premium cocktails are offered can make a guest's stay more enjoyable while adding memories and ultimately enhancing their experience. It also gives management the chance to "uncover "celebrations such as anniversaries, birthdays and engagements thus creating F&B amenities as a WOW element of surprise.

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2 Use the right channels

The second step to communicate with guests is to use the right channels and tools to reach them. Depending on the purpose, context, and urgency of your communication, you can choose from various options, such as phone calls, emails, text messages, mobile apps, chatbots, social media, or face-to-face interactions. You should also consider the preferences and convenience of your guests, and ask them how they would like to be contacted. For example, some guests may prefer a phone call to confirm their reservation, while others may opt for a text message or an email. You should also use the channels that are appropriate for the tone and content of your communication. For example, a formal email may be suitable for sending a confirmation or an invoice, while a casual text message may be more effective for sending a welcome or a thank-you note.

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3 Be clear and concise

The third step to communicate with guests is to be clear and concise in your messages. You should avoid using jargon, slang, or abbreviations that may confuse or offend your guests. You should also use simple and direct language that conveys your meaning and intention without ambiguity or misunderstanding. You should also keep your messages short and relevant, and avoid unnecessary or redundant information that may bore or distract your guests. You should also proofread and edit your messages before sending them, and check for spelling, grammar, punctuation, and formatting errors that may affect your credibility and professionalism.

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4 Be polite and positive

The fourth step to communicate with guests is to be polite and positive in your tone and attitude. You should use courteous and respectful words and phrases, such as please, thank you, sorry, excuse me, and welcome. You should also use positive and affirmative language, such as yes, sure, absolutely, and definitely. You should also avoid using negative or harsh language, such as no, can't, won't, and never. You should also express empathy and appreciation for your guests, and acknowledge their feelings and opinions. You should also use humor and compliments when appropriate, but be careful not to sound sarcastic or insincere.

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5 Be responsive and proactive

The fifth step to communicate with guests is to be responsive and proactive in your actions and follow-ups. You should respond to your guests' inquiries, requests, complaints, and feedback as soon as possible, and keep them updated on the status and progress of their issues. You should also anticipate and prevent potential problems, and offer solutions and alternatives before your guests ask for them. You should also go beyond your guests' expectations, and surprise and delight them with extra touches and gestures, such as sending a birthday card, a bottle of wine, or a personalized recommendation.

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6 Seek feedback and improvement

The sixth and final step to communicate with guests is to seek feedback and improvement from your guests and yourself. You should ask your guests for their opinions and suggestions on your service and communication, and thank them for their input. You should also use various methods, such as surveys, reviews, ratings, comments, and testimonials, to collect and analyze your guests' feedback. You should also use your feedback to identify your strengths and weaknesses, and to set goals and action plans to improve your communication skills and performance.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you communicate with guests to exceed their expectations?

1

2

3

4

5

6

7

1 Know your guests

2 Use the right channels

3 Be clear and concise

4 Be polite and positive

5 Be responsive and proactive

6 Seek feedback and improvement

7 Here’s what else to consider

Hospitality Management

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How can you communicate with guests to exceed their expectations?

1

2

3

4

5

6

7

1 Know your guests

2 Use the right channels

3 Be clear and concise

4 Be polite and positive

5 Be responsive and proactive

6 Seek feedback and improvement

7 Here’s what else to consider

Hospitality Management

Rate this article

Thanks for your feedback

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