Lee Brighton’s Post

🏨 Ready to impress your interviewer and land your dream job as a Hotel Receptionist?🌟 Watch our latest video and learn how to answer the challenging question, "How would you deal with an angry or frustrated customer?" with confidence and ease. 💼 👉 https://lttr.ai/AUJSF #interviewprep #jobinterview #interviewquestions #interviewtips #interviewpractice #practiceinterview

First Impressions Matter! 🌟 In my 25 years of recruitment, I've seen how efficient reception operations can transform client satisfaction. A smooth, organised front desk is often the first and lasting impression clients get of your business. ✔️ Prompt Attention: Nothing frustrates more than waiting. A quick, friendly greeting sets the tone. ✔️ Clear Communication: Information should be accurate and easily understood, fostering trust. ✔️ Personal Touch: Remembering previous interactions or anticipating needs makes clients feel valued. When clients feel valued, satisfaction soars. How do your front desk operations make clients feel? #CustomerService #ClientSatisfaction #Receptionist

Telephone etiquette is essential in the hospitality industry because it shapes first impressions, ensuring guests feel welcomed and valued. A polite, professional, and efficient phone interaction fosters positive guest experiences, leading to higher satisfaction and loyalty. Clear communication helps prevent misunderstandings and enhances service delivery. Additionally, effective phone etiquette reflects the establishment’s professionalism, builds trust, and contributes to a strong brand reputation. In an industry where customer service is key, mastering telephone etiquette is critical for both guest relations and business success

Are you a hotel receptionist struggling with angry and entitled customers? Here are 7 Tips on How to Handle an Angry Customer from a customer service specialist: 1. Actively Listen to Their Complaints: Ensure the customer feels heard by attentively listening to their concerns. Repeating themselves can escalate their frustration. 2. Acknowledge the Situation: Show empathy and understanding of the customer’s issue, this validates their feelings and reassures them that their concerns are being taken seriously. 3. Explain Your Next Steps: Clearly outline what you plan to do to address the problem. Transparency in your process can help diffuse anger and foster cooperation. 4. Respect the Customer's Time: Inform the customer about how long the resolution will take. Whether it's 10 minutes or 10 days, setting clear expectations helps manage their patience. 5. Follow Up: Ensure the solution provided is effective and satisfactory by checking in with the customer afterwards. This demonstrates commitment to their satisfaction. 6. Stay Calm and Professional: Maintaining composure can help de-escalate the situation. Your calm demeanor can influence the customer to also remain calm. 7. Offer a Solution or Compensation: When appropriate, offer a tangible solution or compensation. This can turn a negative experience into a positive one and restore customer trust. These tips can significantly enhance your ability to manage and resolve customer complaints effectively, ensuring a more positive experience for both parties. #hotels #customer service

Over the past week, I had the incredible opportunity to step into the role of receptionist at work, and wow, what a milestone! This position is often underestimated, but my experience has shown me that it plays a crucial role in shaping a company’s reputation. In just a few days, I learned invaluable lessons about customer interaction and the nuances of communication. Here are my key takeaways from this experience: 1. Greeting customers with a smile and a friendly tone creates an inviting atmosphere. 2. Asking customers their names and telling them yours personalizes the conversation and makes it more engaging. 3.Engaging in whatsoever a customer says by nodding and responding appropriately is important. 4.Staying calm and patient if a customer is upset. 5.Listening to customer concerns and try to find solutions Always keeping a positive attitude is key. Let’s share some more tips on how to outshine this role😊 #customerservice #receptionistrole

#customer #customerservice #receptionist Almost every time, without fail, when I have to make inquiries and communicate with any customer service representative in any company, I am absolutely shocked and disappointed. I can literally say that only 1 out of 10 customer service representatives are actually doing a good job. Having worked as a customer service and receptionist myself, for many years, I know how important it is to have someone in your company who actually does their job well. Is it really that difficult to listen carefully, respect the client, and trying to assist? Do all those, who hire people for these positions, understand that someone in this role can make or break their company? I know this position is often paid very little and not looked at as an important job by many, because you are "not a manager" . A decent and professional representative will: -Answer you in a kind and clear manner, and introducing the company and themselves -listen to your inquiry, complaint or other issue - will try to give an answer or solution on the spot. -will have the talent to calm a customer down in a very kind manner - will repeat the issue and complaint, to make sure he/she understands everything correctly -will inform the client that he/she will get back to the client , if an answer or solution cannot be given immediately. - inform the client when they will get back to them - keep track and follow up on their promise - will keep track within the company to make sure the matter gets resolved. .... and the list goes on. Whenever I am lucky enough to communicate with someone who does have the right skills and who is great at what he /she does, I will also tell them. I will compliment them for doing their work well. Please, just hire people who are actually great in what they do. even if that means you might have to pay them more. In the end it will be better for your company. (and that goes for basically any position, regardless of degrees or not. )

"🌟 Customer service isn’t just for the hospitality industry—it’s vital in academic administration too! Whether assisting students or guests, the ability to listen, respond, and provide solutions is key. Drawing from my experience in both sectors, here are my top strategies for delivering Exceptional Service: 👂 Active Listening: Pay close attention to needs and concerns to offer personalized solutions. 💖 Empathy: Understand and acknowledge the emotions and perspectives of others. ⏱️ Timely Responses: Address inquiries and issues promptly to maintain trust and satisfaction. 🗣️ Clear Communication: Provide information clearly and accurately to avoid misunderstandings. 🔄 Follow-Up: Ensure that issues are resolved and confirm satisfaction after the interaction. #CustomerService #Hospitality #EducationSupport"

In hospitality, guest complaints are inevitable. But with the right approach, each complaint is a chance to not only solve a problem but to build loyalty and strengthen our brand. Here’s how our front office teams can handle complaints with empathy and professionalism: 1️⃣ Listen Actively: The most powerful tool in customer service is simply listening. Allow guests to fully explain their concerns without interruption, showing that their voice matters. 2️⃣ Show Empathy: Acknowledge the guest’s frustration. A simple “I understand how that must feel” goes a long way in easing tension and building rapport. 3️⃣ Apologize Sincerely: Even if the issue wasn’t directly caused by the front office, a genuine apology shows that we care about the guest’s experience. 4️⃣ Act Quickly: Speedy resolution is key. Whether it’s a quick fix or a more complex issue, communicate timelines clearly and follow through. 5️⃣ Follow Up: After resolving the issue, a brief follow-up can reassure the guest that we value their feedback and are committed to improvement. 💡 Remember: Every complaint is a gift. These moments allow us to learn, improve, and demonstrate our commitment to exceptional service. Let’s turn each interaction into a memorable experience and make sure our guests leave with smiles! #Hospitality #CustomerService #GuestExperience #FrontOfficeExcellence #ProfessionalTips

Customer service can cover so many cracks! I stayed at a hotel for two reasons - my name is Toby (look at the picture), and it was reasonably priced (some would say cheap - but I am a northerner). 🫣 It was pretty bad, I will spare the details. The welcome was fantastic, when I left and returned the front of house always asked if there’s anything they could help with. I complained about the state of the room, and they were great. I felt like garbage and had a bad case of nausea, so it was not the right day to experience this. That being said, I started to write a bad review even though I complained, but I just deleted it. This is LinkedIn, not Booking.com, but after the last few weeks speaking to prospects it really affirmed a core belief I have… Customer service, customer success, caring for customers can trump everything and can transform/make/break your business. I wouldn’t recommend staying here, but having stayed at some great places I can honestly say the staff here were great. #customersuccess #customer #customerservice #support