If the feedback isn’t giving you a clearer sense of how to practice the skill in the next round, it’s not helping you improve your hotel service. Novice hoteliers who finish a practice round often get comments that are positive and friendly, but won’t necessarily lead to a stronger second round. Telling a front desk trainee to “be friendlier” or…
There are moments when practicing the same service script isn’t getting you the desired outcome. You know the words, you know the order, but it still doesn’t feel right. For anyone learning hotel service, that point usually comes after the initial rush of development. In the beginning, it’s all new, so the gains are easy to see. Later, the gains…
It’s not about trying to practice everything in one marathon practice session. In fact, that’s often counter-productive. Instead, you want to practice just a few key moments consistently over a series of days or even weeks so that they start to feel automatic when the pressure is on. And if you’re just starting out in a hotel job, that means…
Having a great front desk interaction is rarely robotic in nature, but a lot of new staff members start with a script in their head so tight, that every greeting comes out lifeless. There is a time for precise language, but in a hotel environment, you are not trying to read scripts like a machine. It is about finding a…