HOTEL LANGUAGE

2021-04-18 07:10:22 Section I
Enabling the Service Experience
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Chapter 2
Frontline Employee Training

Technique 18

Offer Body Language Training

During new employee orientation, all new frontline asso- ciates should be provided training regarding how to manage their body language cues when interacting with guests. Such cues include items such as smiling, eye contact, hands in pockets, etc.

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2021-04-17 07:34:38 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 17

Help Employees to Remember Guest Names

During new employee orientation, everyone should be provided with some tactics regarding how to remember repeat guests’ names.

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2021-04-13 07:47:59 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 16

Ingrain the Ten Feet Rule
During new employee orientation, it must be emphasized to all new employees that they must greet guests whenever they pass within 10 feet of them. It is never acceptable to not greet a guest. If the guest is on his/her mobile phone then a smile, a nod, and a wave can serve as the greeting.

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2021-04-12 07:02:40 Section I
Enabling the Service Experience
————————————————
Chapter 1
Frontline Employee Recruitment and Selection

Technique 15

Reinforce Reputation During an Interview

When interviewing a job candidate, if the interviewer is pleased with the performance of the candidate, the inter- viewer should make a point of telling the applicant about some of the accolades won by the hotel, the brand, and/or the man- agement company.

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2021-04-11 05:09:11 Section I
Enabling the Service Experience
————————————————
Chapter 1
Frontline Employee Recruitment and Selection

Technique 14

Incorporate a Slideshow During an Interview

When interviewing a job candidate, if the interviewer is pleased with the performance of the candidate, the inter- viewer should complete the meeting by showing the can- didate a slideshow on his/her laptop. The slideshow should include pictures of team members and pictures of them interacting. While viewing the pictures, stories can be shared regarding how the team members have been developed to be key players.

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2021-04-10 06:41:01 Section I
Enabling the Service Experience
————————————————
Chapter 1
Frontline Employee Recruitment and Selection

Technique 13

Incorporate a Walk-Through During an Interview

As part of the interview process, walk the applicant around the job area and observe how s/he interacts with the employ- ees as well as the guests. These observations provide a glimpse into the likely tone of interactions they will have if hired. In addition, when you let him/her see the work area and tasks, s/he may decide this is not a good fit or might become more excited about the prospect of working there.

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2021-04-07 08:57:16 Section I
Enabling the Service Experience
————————————————
Chapter 1
Frontline Employee Recruitment and Selection

Technique 12

Assess Applicant Innovativeness

On the application form for college students to intern at the hotel, ask the internship applicants to write a paragraph detailing a creative solution to a problem. For example: “Please describe one innovative solution to reducing guests’ perceived waiting times at check-in.”

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2021-04-06 07:55:53 Section I
Enabling the Service Experience
————————————————
Chapter 1
Frontline Employee Recruitment and Selection

Technique 11

Assess Applicant Problem Solving Skills

During interviews, a technique should be used to gauge the problem-solving skills of frontline associates. One such technique entails showing the candidate a container filled with small items, such as paperclips, and asking how s/he would go about estimating the number of items in the con- tainer (without opening it).

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2021-04-05 06:30:36 Section I
Enabling the Service Experience
————————————————
Chapter 1
Frontline Employee Recruitment and Selection

Technique 10

Assess Applicant Team-Mentality

During interviews, front-of-the-house applicants should be asked to tell a story about a time when they delivered exceptional customer service experience either at a hotel or any other service business. Candidates who recount stories in which they worked with past coworkers to deliver the experi- ence are likely more team-oriented than those who only discuss their own actions .

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2021-04-04 05:45:38 Section I
Enabling the Service Experience
————————————————
Chapter 1
Frontline Employee Recruitment and Selection

Technique 9

Assess Applicant Creativity

During interviews, front-of-the-house applicants should be asked to complete tasks that assess their creative talents. For instance, they could be given four minutes to write all of the uses that can be thought of for an object (e.g., a blanket) and then given four more minutes to write all of the uses that can be thought of for a different object (e.g., a brick). This task is termed a divergence test, and responses can be rated based upon the following criteria :

F luency—how many meaningful ideas are generated in response to the stimuli?

O riginality—how rare are the given responses?

E laboration—how much detail is contained in the responses?

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