What are the most effective listening techniques for communicating with guests?

Listening to what customers need to say, taking notes and then making things happen not only reaches the goal of listening to our customers but also taking action in what is important and shows that we care

Active listening is the key player if you want to maintain a high level of communication. When you do active listening, your full body is supposed to show the attention, your facial expressions and your body language should do so. Active listening will make the guest speak freely when you ask them an open ended question and when you show empathy this will create a trust with the guest. Rephrase what the guest said to make sure you got the right message and summarise it if needed.

Active listening is the process of paying full attention to what the guest is saying, and showing interest and empathy through verbal and non-verbal cues. Active listening involves asking open-ended questions, paraphrasing, reflecting, summarizing, and acknowledging the guest's emotions and concerns. Active listening can help hospitality professionals to clarify the guest's expectations, offer personalized solutions, and express appreciation and care.

Very simple, put yourself in their shoes, be as emphatic as possible, positive and very calm - no matter what kind of customer you are dealing with. If you react to their possible anger with calmness, kindness and positive attitude - there's big change you will convert them.

"Active listening unlocks the door to success, allowing us to gain a deeper understanding of others' situations beyond just meeting their expectations."

I do believe in empathetic listening and empathy in general. Unfortunately, legal obligations can get in the way of appropriately expressing apologies. It can be difficult to balance empathy with legal constraints. Sometimes it helps to practice ahead of time so as to not offend clients. Practice phrases such as, “I know that must be so disappointing. I would be so disappointed too. Please accept my sincerest apologies, but our policy plainly says XXX and you agreed to XXX. Here is what I can do…I can ask my manager to XXX.” Explore empathetic mediation language and common complaint resolution techniques ahead of time. Have it reviewed by a legal team and then train staff on how to approach situations that require both empathy/legal.

La empatía además sirve no sólo para entender realmente las necesidades de los huéspedes sino para darles una solución de acuerdo a esas necesidades y a su forma de entenderlas. Muchos malos entendidos se resuelven antes de que sucedan si conseguimos conectar emocionalmente con nuestro interlocutor.

When you’re letting a guest speak, let them finish their thoughts. Give them your fully undivided attention, showing you care. We want to come off as genuine and as compassionate as possible when we are hearing them out, also sound genuine when you are responding back to them. I have been in many situations where a guest was yelling at me for reasons that were out of my control. But when they see that you are remaining calm, and are just their to make this situation better for them they will calm down. Talk them through the problem, make sure you if you say you will take care of the issue you follow through and follow up.

Empathetic listening involves not just hearing words but understanding and connecting with the speaker’s emotions. In the hospitality industry, practicing empathetic listening with guests means showing genuine concern, acknowledging their feelings, and responding with compassion. This approach builds trust, enhances customer satisfaction, and creates a memorable and positive experience.

In communication, active listening is important because it keeps you engaged in your conversation in a positive way. It also makes the other person feel heard and valued. This skill is the foundation of a successful conversation at work, home, or in social situations.

A veces hay que valorar las peticiones de los huéspedes para evaluar si son razonables, si realmente somos nosotros los que hemos incurrido en un error o si van en contra de la política del hotel o del sentido común. No siempre se le puede dar al huésped lo que pide y los huéspedes no siempre tienen la razón.

Based on my experience, Critical Listening is the key to overcoming obstacles and achieving success. Also, best guideline to avoid future repetition of any obstacles.

Responsive listening is proactive as it confirms what a client states, asks, or needs. But to provide a stellar customer service experience, it needs to go one step farther (otherwise, it is flaky or contrived). I try to take the time to follow-through and assist in helping a clients meet their needs. I may walk a client to the location that they are looking for or assist in some other way that allows everyone to get their needs met. When I can’t do that myself, I try to delegate the task to someone who can. It is shocking to find customer service people who simply hang up on clients. Good management trains employees better. Toxic management promotes bad habits.

Communication in Hospitality business is a two ways communication system, hence why time yet response is key in customer service. The importance of responsive listening isn't to talk back immediately but to better clarify what the customer is trying to pass across by repeating their questions backwards and following up with the right answer

Selective listening might not be confirmed as a best way in ways to handle a guests inquiries on complaint but it's at specific instances considered as the special skill and normal listening adaptation hospitality proffessionals can have when they are much curious about guests especially in high star rated hotels when approached even by just watching the guests movement and reactions they seem disturbed and the best way they can try to listen and solve the guests issue and query is by selective listening where they pick out keywords in the guests complaint and inquiry and try looking and weighing solutions much earlier to achieve a better or perfect approach. Consider it as a flawless fast problem solving skills.

Practice active listening by focusing on the guest, making eye contact, and nodding to show understanding. Repeat key points to confirm comprehension and ask open-ended questions to encourage them to share more. Stay engaged and avoid interrupting to enhance communication with guests.

I have a commitment to not reacting to high-emotion or very stressful situations. Crisis prevention techniques have an important role, but all of it is built upon keeping the “fight or flight” response down. It’s also built upon self-care. Delivering stellar customer service to grumpy and in appropriate clientele requires self-control. None of this is possible without the basics of life/care: adequate sleep, stable blood sugar, hydration, and self-esteem to detach one’s identity from one’s role or job. That takes personal development. Clients/patients/customers will be upset at times; it’s an inevitable part of life. But, self-care helps people deescalate intense client relationships and situations.

Communicating with guests - face to face and in email or messages - the key is to remember 'this is not about you'. It is their vacation, their money being spent, their desires and wishes being realised. Whatever you have to say or listen to them saying, yes we have our procedures, frameworks and set responses. But within that we have the skills of really listening, evaluating what is being said, reading between the lines, being diplomatic. And most of all being present. We ask ourselves what is the guest 'really' saying and we respond appropriately.