Have you ever considered the Guest PR professionals and their role in hospitality? They are not always the people who greet you. Sometimes they work behind the scenes, but they are the people who address your suggestions, who read the surveys you fill in and advise the management to implement changes to meet your expectations. As far as I am concerned, I don’t believe in working behind closed doors. At Airotel Stratos Vassilikos Hotel I greet you in person, every morning because hospitality is all about you.Guest PR pros act as ambassadors for the hotel they work for.Click To Tweet
Here are nine tips for budding Guest PR officers. Before we proceed, note the core values of this job. Do not pretend: just be who you are. People are smart, they have instincts, and they will know when you are being dishonest. Try to walk in the shoes of your guest, put yourself in their position, and treat their complaints and suggestions as if it were your money spent, your time lost, your inconvenience, and your vacation. So here are the tips to help you do a great job as a Guest PR pro:
- Make their day: look them into the eyes and greet them with a genuine smile. Wish them a beautiful day and mean it!
- Care about their worries and find a right, timely solution to their problems. If you can not do it right away, offer an upgrade or a different perk to make up for the inconvenience.
- Always inform your guests about the steps you take to solve the problem. They should never feel as if you are neglecting their worries or you are underestimating their importance.
- Take all issues seriously. No one wishes to spoil their day on purpose. There’s no smoke without the fire. So ensure that your colleagues react promptly and effectively to find a final solution.
- Be effective and fast. Procrastinating has no place in guest PR.
- Be appreciative of the efforts of your colleagues. If you don’t respect their stress, work overload, and personality, they will not respect you either. You need to serve as a role model with your behavior so that they respect and admire you. This way they will cooperate better when you need them, helping you in your work. You cannot do guest PR alone. This is a team effort. In short: treat both guests and colleagues with the same level of courtesy.
- Be proactive. To ensure that guests are comfortable away from their homes, ask for their favorite habits, books, activities, and so on. Make a file to remember them each time they come back. Caring about the likes and hobbies of people brings adds a level of care that improves the guest experience.
- Do not forget that when away from home everything is more difficult. Make at least the information access easy! Quick internet, quick printing, information in rooms for city transfers, phone numbers (embassies, airport), addresses of main bars, restaurants, pharmacies, supermarkets nearby, and so on.
- Dress appropriately. A casual business outfit works when the hotel doesn’t have a mandatory uniform. Wear discrete makeup and accessories, and don’t go over the top with perfume and fragrances. Be natural and look healthy.
When you respect these basic tips, you cannot fail as a Guest PR. Remember to enjoy your job. It shows!