Before you can be a perfect host, think about what YOU expect from your host and how you expect to be treated. Visiting hotels in my free time also helped me learn a lot. Just by observing, I realized what I do and don’t want to be as a host.
Today I’m sharing my tips on how to be the perfect host for your guests! If you have any tips please share them in the comments.
1.) Take care of yourself.
Happy host, happy guests. To work well you need to feel good from the inside. I know it’s hard, especially in hospitality, but drink enough, get enough sleep and try to eat healthy and enough. Use your off days wisely to catch up on these things and take time out for yourself.
Try out a nice hairstyle, new makeup and make it look like you put effort into your looks and to keep your uniform clean. Guests notice this and it makes you look like you value yourself, the job and company. It’ll also help you appear more confident, which can help you in tricky situations.
Of course it’s also important for the company to take care of their employees with breaks, days off and a good work environment.
2.) The uniform as a shield.
If you don’t know them personally, don’t take it personal. Yes, you represent the company in your uniform. But it’s also your shield in case something goes wrong. The guests booking can’t be found? It’s most likely not your fault and a glitch in the system. Be professional and apologize and do what you can.
Let rude comments and remarks bounce off of your uniform. Guests associate mistakes with the company because you wear the uniform, don’t get bitter by taking everything to heart. This becomes easier over time.
3.) Teamwork is fun!
It’s proven that it makes guests happier (and more likely to visit again!) when they notice the team enjoys their job and working together.
Imagine how it would make you feel if you were being served by hosts who despise each other and make sure the other person knows it. It would probably make you feel uncomfortable and the negative energy is what you’ll remember from your visit and you wouldn’t want to come for a second visit.
4.) First impressions.
We have 7-9 seconds to make a good first impression. What is the first thing you notice when you walk into a hotel? Is it the helpful bell boy, the smiling front desk staff, a service member walking by with a tray of drink orders?
Be aware that when you’re working, guests are all around you. They see you even though you might not always see them.
To make a lasting impression, go out of your way (or make it seem like it) to help your guests. When a guest vents to you about their horrible trip to get to the hotel, offer a nice welcome drink or a treatment up to the room (as long as the company allows it).
Guests remember the small gestures. They make a lasting impression.
5.) Ask for help.
To the trainees out there: it’s ok to ask for help. If you’re unsure about the wine the guest is asking about, kindly tell them that you need to ask and you’ll be right back. It shows you care about what you’re giving to the guest. It’s better to ask then you give the guest the wrong wine bottle or wrong information.
6.) Don’t show stress.
It’s negative energy. Or at least try not to show it and put on an act. The guests know you have a stressful job and see you have 200 guests to serve coffee and tea to. That’s why they understand if it takes a little longer.
DO’s: Do apologize for the waiting time. Do keep a smile on your face. Do prioritize your jobs (serving guests and clearing tables before cleaning the back office which the guests don’t see). Do work as a team and have a quick meeting to discuss who does what.
DONT’s: Don’t run, jog. Don’t ignore guests. Don’t get upset or annoyed if a guest has a special request. Don’t neglect guests you’ve already served, go back to ask if everything is ok. Don’t talk badly about guests, the company or your boss in front of guests even if you’re upset.
7.) Invest in experience.
I know how hard hospitality can be. But over time it becomes second nature and through all you’ve experienced, you’ll be able to handle any situation professionally and class.
Don’t give up after a stressful breakfast service or hard day in housekeeping. It’s all a part of the job and what matters is how you handle the situation.
8.) Learn from others.
Use your free time to travel or visit hotels in your area to learn from others. I’m still learning so many new and useful things from all the hotels I visit.