• 10 Useful Tips for Hotel Staff
  

Good communication with your manager is important. It helps you work well with your team, solve problems, and give guests good service.

1. Be prepared

• Know the important facts before you speak.
• Think about what you want to say.
• Be ready to explain the problem.
• Find out what happened before you talk to your manager.
• Think about what you need to ask.

Example: A guest has a problem with their room. Find out what happened before you speak to your manager.

Dialogue

Staff member: Good morning. Do you have a moment? There is a problem in Room 205.

Manager: Yes. What is the problem?

Staff member: The air conditioning does not work. The guest called me ten minutes ago.

Manager: Have you checked the room?

Staff member: Yes, I have. It still does not work. I also called Maintenance.

Manager: What did they say?

Staff member: They will come in fifteen minutes. The guest is waiting.

Manager: Please tell the guest what is happening.

Staff member: Of course. I will also tell you if there is any news.

2. Choose the right time

• Check if your manager is busy.
• Do not interrupt an important meeting or talk.
• Ask when you can talk if your manager is busy.
• Talk about private problems in a quiet place.
• Tell your manager at once if there is an urgent problem.

Example: You have a problem with a colleague. Ask your manager when you can talk in private.

Dialogue

Staff member: Excuse me. Can I talk to you for a moment?

Manager: Sorry, I am talking to a guest now. Can you come back in ten minutes?

Staff member: Of course. Is ten past ten a good time?

Manager: Yes. Please come to my office.

Staff member: Thank you. I need to talk about a problem with a colleague.

Manager: Is it urgent?

Staff member: No, it is not urgent. We can talk later.

Manager: All right. See you at ten past ten.

3. Speak clearly and briefly

• Say the main point first.
• Use short, clear sentences.
• Give the most important details.
• Do not give too much extra information.
• Explain what happened and what help you need.

Example: Tell your manager what happened, what the problem is, and what help you need. Do not tell a long story.

Dialogue

Staff member: Excuse me. We have a problem in the restaurant.

Manager: What happened?

Staff member: A table for four guests is not ready. The guests have arrived.

Manager: Why is the table not ready?

Staff member: The last guests are still sitting there. We need another table.

Manager: Is another table free?

Staff member: Yes. Table 12 is free. I can prepare it in five minutes.

Manager: Good. Please prepare it for the guests.

Staff member: Of course. I will do it now.

4. Be polite and respectful

• Speak politely and calmly.
• Use polite words when you talk to your manager.
• Be respectful, even when you have a different idea.
• Do not shout or use rude words.
• Explain your ideas in a friendly way.

Example: You do not agree with your manager’s plan. Explain your idea politely.

Dialogue

Manager: I think two new staff members can work at breakfast tomorrow.

Staff member: I understand. May I make a suggestion?

Manager: Yes. What is your idea?

Staff member: We have three large groups tomorrow morning. I think we also need an experienced staff member.

Manager: Why do you think so?

Staff member: The new staff members may need help with the guests.

Manager: That is a good point. I will ask another staff member to help.

Staff member: Thank you for listening to my idea.

Manager: You’re welcome.

5. Listen carefully

• Pay attention when your manager speaks.
• Do not interrupt.
• Listen carefully to instructions and advice.
• Make sure you understand what you need to do.
• Repeat the important points to check that you understand.

Example: Your manager gives you several jobs before a VIP guest arrives. Listen carefully and repeat the main points.

Dialogue

Manager: Please check the VIP guest’s room before three o’clock.

Staff member: Of course. What do I need to check?

Manager: Make sure the room is clean, the towels are fresh, and the welcome gift is ready.

Staff member: So, I need to check the room, the towels, and the welcome gift before three o’clock. Is that right?

Manager: Yes. Also, check that the room key works.

Staff member: All right. I will check that, too.

Manager: Please tell me when everything is ready.

Staff member: Of course. I will tell you before three o’clock.

6. Ask questions

• Ask questions if something is not clear.
• Do not guess if you are not sure.
• Ask your manager to explain again if necessary.
• Check the important details before you start a job.
• Make sure you know what your manager wants you to do.

Example: Your manager asks you to prepare a meeting room. You do not know how many guests will come or where to put the chairs. Ask before you start.

Dialogue

Manager: Please prepare the meeting room for tomorrow.

Staff member: Of course. How many guests will come?

Manager: Twenty people.

Staff member: Should I put the chairs in rows or around tables?

Manager: Please prepare five tables with four chairs at each table.

Staff member: All right. Do we need a projector?

Manager: Yes, and please bring a flip chart, too.

Staff member: Where should I put the projector?

Manager: At the front of the room, next to the screen.

Staff member: Thank you. I understand now. I will prepare everything this afternoon.

7. Give updates

• Tell your manager when you finish an important job.
• Report problems quickly.
• Tell your manager if a job takes longer than expected.
• Give information about your work.
• Do not wait until your manager asks you.
• Ask for help if you cannot finish a job alone.

Example: A room is not ready because a repair is taking too long. Tell your manager before the guest arrives.

Dialogue

Manager: Is Room 310 ready for the next guest?

Staff member: Not yet. I want to tell you about the problem.

Manager: What is wrong?

Staff member: The bathroom needs more cleaning. Housekeeping is working on it now.

Manager: When will the room be ready?

Staff member: They think it will take another twenty minutes.

Manager: The guest will arrive soon. Is another room free?

Staff member: I will check with Reception now.

Manager: Good. Please tell me when you have more information.

Staff member: Of course. I will check and come back to you.

8. Accept feedback

• Stay calm when your manager talks about a mistake.
• Listen carefully.
• Do not get angry or make excuses.
• Ask questions if you do not understand.
• Think about what you can do better next time.
• Use advice to improve your work.

Example: Your manager says you did not give enough attention to your tables at breakfast. Listen and ask how you can do better.

Dialogue

Manager: Can we talk about breakfast yesterday?

Staff member: Yes, of course.

Manager: One table had to wait a long time for coffee or tea. You did not ask the guests what they wanted.

Staff member: I’m sorry. I was very busy with another table.

Manager: I understand, but you must also check your other tables.

Staff member: What can I do better?

Manager: Try to check all your tables often. If you are very busy, ask a colleague for help.

Staff member: Thank you for explaining. I will be more careful next time.

Manager: Good. We can all learn from mistakes.

9. Say thank you

• Thank your manager for help and advice.
• Show that you are happy to get help.
• Use friendly and polite words.
• Say thank you when your manager helps you solve a problem.
• A simple thank-you helps people work well together.

Example: Your manager helps you with a difficult guest. Thank your manager and say how the advice helped you.

Dialogue

Staff member: Do you have a moment? I want to thank you for your help yesterday.

Manager: You’re welcome. What happened?

Staff member: A guest was unhappy because we had to change their room.

Manager: Yes, I remember. What happened in the end?

Staff member: I explained the problem calmly. The guest understood and accepted the new room.

Manager: Good. You did a good job.

Staff member: Thank you. Your advice helped me a lot.

Manager: You’re welcome. You can ask me if you need help again.

Staff member: Thank you. I am happy to learn from you.

10. Take responsibility

• Finish your jobs on time.
• Do what you have promised to do.
• Tell your manager if you make a mistake.
• Do not hide problems.
• Try to find an answer to the problem.
• Help when you see that something needs to be done.
• Ask for help if you cannot solve the problem yourself.

Example: You make a mistake with a guest’s booking. Tell your manager quickly. Explain what happened and help correct the mistake.

Dialogue

Staff member: Excuse me. I made a mistake with a booking.

Manager: All right. What happened?

Staff member: I booked a room for two nights, but the guest asked for three nights.

Manager: Has the guest arrived?

Staff member: Yes. The guest is at Reception now. I saw the mistake when I checked the booking.

Manager: Is the room free for the third night?

Staff member: Yes, it is. I have not changed the booking yet because I wanted to speak to you first.

Manager: Good. Please change the booking and tell the guest the new dates.

Staff member: Of course. I will do it now.

Manager: Thank you for telling me about the mistake.

Staff member: You’re welcome. I will check the booking again to make sure it is correct.

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Remember: Good Communication Is Important

Good hotel staff:

• Prepare before speaking.
• Choose the right time and place.
• Explain problems clearly.
• Speak politely.
• Listen carefully.
• Ask questions when something is not clear.
• Tell the manager about problems.
• Listen to advice and learn from mistakes.
• Say thank you.
• Take responsibility for their work.

Good communication helps the team work well together and gives guests a better experience.

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• Are the texts and exercises OK?
• Are the topics OK?
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Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

SMFrockZ@gmx.at