Behaviors to Avoid in Guest Service Situations
These are behaviors that can create a bad guest experience. Each point below includes simple explanations and clear examples.
1. Eye Rolling
Meaning:
Showing disrespect with facial expression.
Why it is bad:
It makes guests feel unimportant.
Bad example:
A guest asks for help. The staff rolls their eyes and sighs.
Better behavior:
Keep a neutral face and listen carefully.
2. Defensive Tone
Meaning:
Speaking in a way that sounds like you are attacking back.
Why it is bad:
It increases conflict.
Bad example:
Guest: “This is wrong.”
Staff: “No, I did it correctly!”
Better behavior:
“Let me check this for you.”
3. Interrupting Guests
Meaning:
Speaking before the guest finishes.
Why it is bad:
It shows disrespect.
Bad example:
Guest is explaining a problem. Staff stops them mid-sentence.
Better behavior:
Wait until the guest finishes speaking.
4. Visible Frustration
Meaning:
Showing anger or stress with face or body.
Why it is bad:
Guests feel uncomfortable.
Bad example:
Staff shows a stressed face and walks away quickly.
Better behavior:
Stay calm and speak slowly.
5. Gossiping
Meaning:
Talking about other staff or guests in a negative way.
Why it is bad:
It creates a toxic environment.
Bad example:
Staff talks about a guest’s behavior to other guests.
Better behavior:
Speak only about work tasks and stay professional.
6. Blaming Colleagues
Meaning:
Saying it is another staff member’s fault in front of guests.
Why it is bad:
It looks unprofessional.
Bad example:
“This is not my fault, it was my colleague.”
Better behavior:
“I will fix this for you.”
7. Robotic Interactions
Meaning:
Speaking without warmth or natural tone.
Why it is bad:
Guests feel ignored.
Bad example:
“Hello. What do you want. Thank you.”
Better behavior:
“Hello, how can I help you today?”
8. Ignoring Waiting Guests
Meaning:
Not noticing guests who are waiting.
Why it is bad:
It makes guests feel invisible.
Bad example:
A guest stands at the counter, staff continues other tasks without acknowledgment.
Better behavior:
“I will be with you in a moment, thank you for waiting.”
9. Poor Posture
Meaning:
Standing or sitting in a careless way.
Why it is bad:
It looks unprofessional.
Bad example:
Slouching at the desk or leaning on walls.
Better behavior:
Stand straight and stay attentive.
10. Over-Familiarity
Meaning:
Being too casual with guests.
Why it is bad:
It reduces respect.
Bad example:
Calling a guest “buddy” or making personal jokes.
Better behavior:
Use polite and respectful language.
11. Arguing with Guests
Meaning:
Trying to win a discussion with a guest.
Why it is bad:
It damages trust.
Bad example:
“No, you are wrong. That is not true.”
Better behavior:
“I understand your concern. Let me help.”
12. Complaining Openly
Meaning:
Talking about problems in front of guests.
Why it is bad:
It creates a negative mood.
Bad example:
“This place is so busy and stressful today.”
Better behavior:
Stay calm and professional in front of guests.
13. Using Slang Excessively
Meaning:
Using informal or unclear words too much.
Why it is bad:
Guests may not understand.
Bad example:
“Yeah, that’s chill, we’ll sort it later, no stress.”
Better behavior:
“We will solve this for you soon.”
14. Lack of Urgency
Meaning:
Not acting quickly when needed.
Why it is bad:
Guests wait too long.
Bad example:
Slow response to a guest problem without priority.
Better behavior:
Act quickly and say: “I will help you right away.”
15. Forgetting Guest Details Repeatedly
Meaning:
Not remembering important guest information.
Why it is bad:
Guests feel not valued.
Bad example:
Guest repeats their request many times.
Better behavior:
Write notes and confirm details.
16. Poor Follow-Up
Meaning:
Not checking back after solving a problem.
Why it is bad:
Guests may feel ignored.
Bad example:
Problem is “solved,” but no one checks if guest is satisfied.
Better behavior:
“Is everything okay now?”
17. Multitasking While Guests Are Speaking
Meaning:
Doing other tasks while listening.
Why it is bad:
It shows lack of attention.
Bad example:
Staff types on a computer while guest is talking.
Better behavior:
Stop and listen fully to the guest.
18. Lack of Discretion
Meaning:
Sharing private or sensitive information.
Why it is bad:
It breaks trust and privacy.
Bad example:
Talking about a guest’s booking details in public.
Better behavior:
Keep all guest information private and secure.
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