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Chapter 9 – Interpersonal and selling skills

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	3.1 Personal skills and attributes continued…
Element	Comments
Dress and	Front office staff should look neat, well-groomed and professional, and should attempt to
grooming	stay that way, no matter how busy the day is! Most hotels will have a dress code, and some
	may provide a clothing or dry cleaning allowance to help staff maintain high standards.
	Some hotels provide a staff uniform, to promote a professional, standardised and
	recognisable appearance: identifying staff clearly, so that guests need not hesitate to
	approach them.
	The point is not to draw attention to your dress, make-up (where relevant) or hairstyle, but
	to create a business-like impression and to reinforce guests' perception that they have come
	to a clean, well-maintained, high-quality establishment. The way of dressing is an expression
	of your pride in your role and workplace: it also helps you to feel more confident and
	professional - and, therefore, to behave more professionally. (It is also worth thinking about
	comfort: (e.g.. if you are on your feet all day, flat shoes are a must!)

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		3.1 Personal skills and attributes continued…
	Element	Comments
	Personal	This may seem like rather intimate territory, but it is extremely important for staff who
	hygiene
		have close contact with guests. Perspiration stains, body odour and poor dental hygiene
		are seriously bad 'public relations'! Learn routines to stay clean and 'fresh‘ and give tactful
		feedback to colleagues who may not be self-aware in this area
	Posture	Posture refers to how you sit and stand, and this is very important not just in conveying
		an impression, but in how you feel. If you sit or stand up straight, with your head up, and
		your arms relaxed, you convey confidence, alertness, attention and professionalism to
		others - and are more likely to feel like this yourself
	Position
		Position refers to things such as: how close or far away you are from people; whether you
		face them directiy; whether you are separated from them by a desk or counter. It can be
		used to create a mood and make people feel comfortable: don't invade their 'personal
		space'; turn to them directly to show that they have your attention; come out from behind
		the counter if you need to reassure or calm someone.

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Chapter 9 – Interpersonal and selling skills

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3.3 First-order social skills

'First-order' social or communication skills (like listening, questioning, verbal and writing skills and using body language) are the building blocks of more complex skills (welcoming, persuading, selling.conflict management and team working).

'Micro‘ skill	Comments
Listening	A key role of Front Office is (a) listening to guests to gather information about their needs
	and wants and (b) listening to guests to make them feel 'heard'! There is a difference between
	'passive listening' (letting information wash over you) and 'active listening' (listening
	attentively and co-operatively). Active listening techniques include:
	Using attentive posture (leaning forward, maintaining appropriate eye contact, nodding,
	focusing)
	Showing that you listen and understand by giving encouraging feedback (nodding, 'yes', 'I
	understand')
	Summarising or reflecting back key points (demonstrating 'empathy')
	Taking notes and asking intelligent questions

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3.3 First-order social skills continued…

	'Micro‘ skill	Comments
	Questioning	Use appropriate question types to extract the information you need.
		Closed' questions (which allow one-word answers) are good for pinning down facts:
		'What is your room number?'.
		Open' questions (which require longer answers) are good for helping guests to express
		themselves and feel heard. 'How can I help you?'.
	Verbal	Clear articulation and pronunciation of words is vital, because you want to be
	communication	understood by other people - who may not be familiar with your language or accent.
	skills	Speak slowly and dearly - but not in an exaggerated (patronising) way.
		Identify, and learn to use, phrases that sound courteous and professional (but not too
		cliched): 'Good, evening, sir, how can I help you?', 'Did you enjoy your stay with us, Mr X?',
		'Excuse me, I won't keep you a moment.‘
		'Pitch' your voice appropriately: avoid speaking too softly (for the person to hear) or too
		loudly (for comfort or confidentiality). Inject warmth, courtesy, respect and interest into
		your tone of voice - and don’t allow yourself to sound bored, irritated or uninterested
		(even if you are!).
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3.3 First-order social skills continued…

'Micro‘ skill	Comments
Written	Use a range of written formats for internal and external communication, such as letters
communication	(for confirmations, replies to complaints, guest follow-up), messages, e-mail, various
skills	forms and internal memoranda and reports. Follow the 'house style', format and content
	guidelines.
Non-verbal	Control your own body language, to convey the impressions (and avoid undermining
communication	your messages with contradictory 'signals') - observe and interpret the body language of
(body	others (to gauge what they are feeling and how you will need to respond to them). Body
language) skills	language includes:

●Eye contact: maintaining steady eye contact demonstrates attention and interest but too much can be intrusive (especially in some cultures)

●Gestures: avoid fidgeting, distracting hand gestures, and negative gestures (like crossing your arms, which looks defensive, or resting your chin on your hand, which looks bored)

●Facial expressions: never underestimate the power of a smile and an interested look! Check guests' faces for frowns, tiredness, confused expressions: this is good 'feedback' on what the guest is feeling.

●Posture:

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3.4 Second-order social skills

Are what you get when you put all the first-order communication skills together in particular contexts: how they are used to achieve particular aims and purposes.

Social skill	Comments
Greeting/	Smiling and making appropriate eye contact
welcoming	Addressing the guest respectfully as 'Sir' or 'Madam' initially, and then by
	correct title and surname ('Doctor Patel', 'Major Smith', 'Ms Dubois')
	Immediately acknowledging the presence of a guest at the desk (even if you
	are unable to attend to them immediately)
	An efficient manner, and proactively offering help ('How can I help you?')
	Keeping a guest informed of what you are doing (if they are waiting)

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3.4 Second-order social skills continued….

Social skill	Comments
Establishing	Rapport is a feeling of 'connection' or of 'getting on with' another person.
'rapport'	Establishing rapport is a great foundation for persuasion, negotiation, selling,
	managing complaints and conflicts - and generally making guests feel
	comfortable. Friendliness (without inappropriate familiarity) is a rapport builder. Other
	techniques include:
	Using the guest's name whenever possible
	Referring to points of interest, or points of common interest
	Mirroring' the other person's terminology and body language (subtly) to show
	that you are 'like them'
	Using an open, interested and attentive posture
	Using gestures which signal positive attitude and co-operation, such as nods
	and smiles, and appropriate eye contact

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3.4 Second-order social skills continued…

	Social skill	Comments
	Persuading/	Building rapport: a foundation for positive communication and co-operation
	selling and	Tailoring your questions, offers and proposals to the interests of the other
	negotiating	party. (What needs and wants are they likely to have that you can offer to
		satisfy? What are the benefits to them of what you are proposing?)
		Monitoring the other party's body language for signs of resistance, reluctance
		disinterest, lack of understanding - and adjusting accordingly
		Anticipating objections and having answers prepared
	Managing	Maintain calm, confident, non-threatening, non-defensive body language
	complaints,	Control one's own emotions (keeping your head when others are losing theirs)
	conflicts and	Avoid impact on other guests (e.g.. by drawing the complainer to one side)
	potential	Help manage the complainer's emotions (e.g.. by using a moderate tone of
	problems	voice; accurately but calmly summarising the issue/feelings; assuring the guest
		that the matter will be dealt with positively)
		Use active listening to help the other person feel heard
		Being tactful and diplomatic: avoiding criticism, blame, giving offence or
		causing the guest to 'lose face' (be embarrassed) in front of others.
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3.5 Working in a team

Makes a huge difference to the efficiency and effectiveness of a team, and to the working life of its members, if everyone is willing to be co-operative, professional, courteous, friendly and supportive with one another‘

Bad atmosphere and relationships In the team spillover into work behaviour, and may well be Visible to guests - creating a poor impression (and perhaps poor service). Positive team working, and being a 'good colleague', may involve a willingness to:

●'Pull your weight': be reliable in doing your own job and share of the work: not letting others down or expecting them to do your work for you

●Co-operate with others in a positive and constructive way

●Support your colleagues: giving help, information, advice or a listening ear when required refraining from criticism and gossip

●Maintain courtesy, respect and fairness at all times

●Recognise where an interpersonal problem or conflict exists, and deal with it openly and constructively (and with the person concerned) where possible

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Chapter 9 – Interpersonal and selling skills

Selling skills and techniques

4.Selling skills and techniques

4.1When is the best time to sell facilities and services

4.2Product knowledge

4.3Sales support material

4.4Selling techniques

4.5Increasing occupancy

4.6Increasing average room rates and guest spend

4.7Repeat business

4.8Referred sales

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