B&B Rule Number 1: Service with a Smile

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J

JBloggs

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B&B Rule Number 1: Service with a Smile
(JB: yes I changed the title to B&B to make you click, this is a great article! This may be the one issue most people have with B&B's, curmudgeon innkeepers, they can overlook anything else if they are welcomed and greeted with a warm friendly hello and smile!)
 
And answer the phone with a smile, it does travel through to the caller as it affects your overall mood and carries through in your voice.
I even had a caller comment once 'I can hear that smile on your face'!
 
It amazes me how many people in hotels and customer facing positions generally don't do this. It is down to the manager.
We both always say, it doesn't matter what sort of c**p day you're having, smile and be pleasant to the guests.
Mind you I think "say something with enthusiasm like “Welcome to our hotel, we’ve been waiting for you.” " is a bit over the top and too grovely.
 
My opinion only: the guests should never see me sweat and they should never, ever, think that they are less than my #1 priority. Because they are. Without them, I wouldn't have a job. Even the crankiest guest helps pay my bills.
 
Penelope said:
My opinion only: the guests should never see me sweat and they should never, ever, think that they are less than my #1 priority. Because they are. Without them, I wouldn't have a job. Even the crankiest guest helps pay my bills..
Click to expand...
Penelope said:
My opinion only: the guests should never see me sweat and they should never, ever, think that they are less than my #1 priority. Because they are. Without them, I wouldn't have a job. Even the crankiest guest helps pay my bills.
Click to expand...
Like a beautiful swan, they never see how hard you are paddling under the water.
 
Penelope said:
My opinion only: the guests should never see me sweat and they should never, ever, think that they are less than my #1 priority. Because they are. Without them, I wouldn't have a job. Even the crankiest guest helps pay my bills..
Click to expand...
Show up at 10 AM and i'll not only be sweating I'll be in my jammies!
We should be as kind as humanly possible. BuT I am only human.
 
Highlands John said:
It amazes me how many people in hotels and customer facing positions generally don't do this. It is down to the manager.
We both always say, it doesn't matter what sort of c**p day you're having, smile and be pleasant to the guests.
Mind you I think "say something with enthusiasm like “Welcome to our hotel, we’ve been waiting for you.” " is a bit over the top and too grovely..
Click to expand...
Yeah, for me, personally, I could see how hearing that line as a guest could make me feel uncomfortable- like, hmmm...did I keep them waiting? did I not read the check in time right? did I put them in a bad position? ....are they following me?
 
CafeMae said:
Highlands John said:
It amazes me how many people in hotels and customer facing positions generally don't do this. It is down to the manager.
We both always say, it doesn't matter what sort of c**p day you're having, smile and be pleasant to the guests.
Mind you I think "say something with enthusiasm like “Welcome to our hotel, we’ve been waiting for you.” " is a bit over the top and too grovely..
Click to expand...
Yeah, for me, personally, I could see how hearing that line as a guest could make me feel uncomfortable- like, hmmm...did I keep them waiting? did I not read the check in time right? did I put them in a bad position? ....are they following me?
.
Click to expand...
For me.... I know they haven't been waiting for me it's just corporate BS they've been told they have to say to everyone, so it's hollow and meaningless.
In the UK at the moment there is this disturbing trend in supermarkets for the checkout assistant to strike up a conversation with you, they ask you about your day, and what your plans are for the rest of the day, that sort of thing. I don't like it, I know they're saying it because they've been told they have to because every b@@@@y assistant asks exactly the same question.
In both cases it's sufficient to be friendly, smile and be efficient at their job.
 
Highlands John said:
CafeMae said:
Highlands John said:
It amazes me how many people in hotels and customer facing positions generally don't do this. It is down to the manager.
We both always say, it doesn't matter what sort of c**p day you're having, smile and be pleasant to the guests.
Mind you I think "say something with enthusiasm like “Welcome to our hotel, we’ve been waiting for you.” " is a bit over the top and too grovely..
Click to expand...
Yeah, for me, personally, I could see how hearing that line as a guest could make me feel uncomfortable- like, hmmm...did I keep them waiting? did I not read the check in time right? did I put them in a bad position? ....are they following me?
.
Click to expand...
For me.... I know they haven't been waiting for me it's just corporate BS they've been told they have to say to everyone, so it's hollow and meaningless.
In the UK at the moment there is this disturbing trend in supermarkets for the checkout assistant to strike up a conversation with you, they ask you about your day, and what your plans are for the rest of the day, that sort of thing. I don't like it, I know they're saying it because they've been told they have to because every b@@@@y assistant asks exactly the same question.
In both cases it's sufficient to be friendly, smile and be efficient at their job.
.
Click to expand...
Quick way to end that discussion... "Oh, we were planning on looking for a sales associate for a 3-way." Let's see if that conversation doesn't die!
 
Eric Arthur Blair said:
Highlands John said:
CafeMae said:
Highlands John said:
It amazes me how many people in hotels and customer facing positions generally don't do this. It is down to the manager.
We both always say, it doesn't matter what sort of c**p day you're having, smile and be pleasant to the guests.
Mind you I think "say something with enthusiasm like “Welcome to our hotel, we’ve been waiting for you.” " is a bit over the top and too grovely..
Click to expand...
Yeah, for me, personally, I could see how hearing that line as a guest could make me feel uncomfortable- like, hmmm...did I keep them waiting? did I not read the check in time right? did I put them in a bad position? ....are they following me?
.
Click to expand...
For me.... I know they haven't been waiting for me it's just corporate BS they've been told they have to say to everyone, so it's hollow and meaningless.
In the UK at the moment there is this disturbing trend in supermarkets for the checkout assistant to strike up a conversation with you, they ask you about your day, and what your plans are for the rest of the day, that sort of thing. I don't like it, I know they're saying it because they've been told they have to because every b@@@@y assistant asks exactly the same question.
In both cases it's sufficient to be friendly, smile and be efficient at their job.
.
Click to expand...
Quick way to end that discussion... "Oh, we were planning on looking for a sales associate for a 3-way." Let's see if that conversation doesn't die!
.
Click to expand...
Yup, that would do it!
 
Eric Arthur Blair said:
Highlands John said:
CafeMae said:
Highlands John said:
It amazes me how many people in hotels and customer facing positions generally don't do this. It is down to the manager.
We both always say, it doesn't matter what sort of c**p day you're having, smile and be pleasant to the guests.
Mind you I think "say something with enthusiasm like “Welcome to our hotel, we’ve been waiting for you.” " is a bit over the top and too grovely..
Click to expand...
Yeah, for me, personally, I could see how hearing that line as a guest could make me feel uncomfortable- like, hmmm...did I keep them waiting? did I not read the check in time right? did I put them in a bad position? ....are they following me?
.
Click to expand...
For me.... I know they haven't been waiting for me it's just corporate BS they've been told they have to say to everyone, so it's hollow and meaningless.
In the UK at the moment there is this disturbing trend in supermarkets for the checkout assistant to strike up a conversation with you, they ask you about your day, and what your plans are for the rest of the day, that sort of thing. I don't like it, I know they're saying it because they've been told they have to because every b@@@@y assistant asks exactly the same question.
In both cases it's sufficient to be friendly, smile and be efficient at their job.
.
Click to expand...
Quick way to end that discussion... "Oh, we were planning on looking for a sales associate for a 3-way." Let's see if that conversation doesn't die!
.
Click to expand...
You are BAD!!!
 
gillumhouse said:
Eric Arthur Blair said:
Highlands John said:
CafeMae said:
Highlands John said:
It amazes me how many people in hotels and customer facing positions generally don't do this. It is down to the manager.
We both always say, it doesn't matter what sort of c**p day you're having, smile and be pleasant to the guests.
Mind you I think "say something with enthusiasm like “Welcome to our hotel, we’ve been waiting for you.” " is a bit over the top and too grovely..
Click to expand...
Yeah, for me, personally, I could see how hearing that line as a guest could make me feel uncomfortable- like, hmmm...did I keep them waiting? did I not read the check in time right? did I put them in a bad position? ....are they following me?
.
Click to expand...
For me.... I know they haven't been waiting for me it's just corporate BS they've been told they have to say to everyone, so it's hollow and meaningless.
In the UK at the moment there is this disturbing trend in supermarkets for the checkout assistant to strike up a conversation with you, they ask you about your day, and what your plans are for the rest of the day, that sort of thing. I don't like it, I know they're saying it because they've been told they have to because every b@@@@y assistant asks exactly the same question.
In both cases it's sufficient to be friendly, smile and be efficient at their job.
.
Click to expand...
Quick way to end that discussion... "Oh, we were planning on looking for a sales associate for a 3-way." Let's see if that conversation doesn't die!
.
Click to expand...
You are BAD!!!
.
Click to expand...
... but funny :)
 
Eric Arthur Blair said:
Highlands John said:
CafeMae said:
Highlands John said:
It amazes me how many people in hotels and customer facing positions generally don't do this. It is down to the manager.
We both always say, it doesn't matter what sort of c**p day you're having, smile and be pleasant to the guests.
Mind you I think "say something with enthusiasm like “Welcome to our hotel, we’ve been waiting for you.” " is a bit over the top and too grovely..
Click to expand...
Yeah, for me, personally, I could see how hearing that line as a guest could make me feel uncomfortable- like, hmmm...did I keep them waiting? did I not read the check in time right? did I put them in a bad position? ....are they following me?
.
Click to expand...
For me.... I know they haven't been waiting for me it's just corporate BS they've been told they have to say to everyone, so it's hollow and meaningless.
In the UK at the moment there is this disturbing trend in supermarkets for the checkout assistant to strike up a conversation with you, they ask you about your day, and what your plans are for the rest of the day, that sort of thing. I don't like it, I know they're saying it because they've been told they have to because every b@@@@y assistant asks exactly the same question.
In both cases it's sufficient to be friendly, smile and be efficient at their job.
.
Click to expand...
Quick way to end that discussion... "Oh, we were planning on looking for a sales associate for a 3-way." Let's see if that conversation doesn't die!
.
Click to expand...
LOL,
Highland - Our sales associates at the grocery stores here do the same thing. I love saying things like "it's been a terrible day..." and the reply usually is "that's great". You know immediately that no one is listening, hehe
 

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