- a simple checklist to see your good points
Guest Service Competencies – Easy Training Guide
1. Friendliness & Welcoming
Key Behaviors:
- Smile at all guests
- Say “Hello” and “Goodbye”
- Make eye contact
- Speak in polite voice
- Look happy and open
Examples:
- Say “Welcome, Mr. Lee”
- Smile when guest comes
- Hold door open
- Ask “How are you today?”
- Say “Thank you for staying with us”
2. Communication
Key Behaviors:
- Speak slowly and clearly
- Listen until guest finishes
- Repeat request to check
- Use easy words
- Be polite always
Examples:
- “Taxi at 6:30, correct?”
- Explain breakfast times
- Listen to full complaint
- Speak simply to non-English guest
- Send clear email confirmation
3. Languages
Key Behaviors:
- Greet in guest language
- Use easy English if needed
- Translate short info
- Learn new words often
- Write short notes for guests
Examples:
- Say “Hola” to Spanish guest
- Tell “Breakfast at 7” in French
- Help German guest at check-out
- Explain taxi in Mandarin
- Print city map in guest language
4. Reliability & Time
Key Behaviors:
- Come to work on time
- Do what you promise
- Finish tasks fast
- Stay at desk when needed
- Help if colleague is late
Examples:
- Arrive before shift starts
- Deliver towel quickly
- Wake-up call on time
- Write report before leaving
- Cover shift for sick staff
5. Professional Look
Key Behaviors:
- Wear clean uniform
- Wear name badge
- Comb hair nicely
- Keep shoes polished
- Stand straight at desk
Examples:
- Iron shirt before work
- Put badge on every day
- Hair neat for guests
- Shoes clean and shiny
- Smile with good posture
6. Team Spirit
Key Behaviors:
- Help colleagues
- Share tasks
- Speak kindly
- Say thank you
- Support during busy time
Examples:
- Carry luggage together
- Bring extra towels for housekeeping
- Show new staff how to use system
- Say “Good job” after shift
- Help at reception during rush
7. Patience
Key Behaviors:
- Stay calm always
- Listen carefully
- Do not interrupt
- Repeat slowly if needed
- Be polite with angry guests
Examples:
- Listen to long complaint
- Explain check-in again
- Stay calm with rude guest
- Help guest with form filling
- Wait while guest decides room type
8. Flexibility
Key Behaviors:
- Accept new plan
- Take extra duty
- Help in other area
- Learn new system
- Stay calm with change
Examples:
- Work extra shift
- Help VIP guest suddenly
- Go to concierge desk if needed
- Assist restaurant staff when busy
- Use new booking program quickly
9. Attention to Detail
Key Behaviors:
- Check guest names
- Look at small needs
- Remember guest likes
- Keep papers correct
- Keep area neat
Examples:
- Correct wrong spelling on key card
- Bring baby cot for family
- Add birthday card to room
- Check minibar before guest arrives
- Make bill correct and clear
10. Problem-Solving
Key Behaviors:
- Find problem fast
- Offer solution quickly
- Stay calm with guest
- Think of 2–3 options
- Check guest later
Examples:
- Give welcome drink if room late
- Offer upgrade for booking error
- Fix wrong bill fast
- Change room with broken AC
- Call guest to ask if okay after fix
11. Hotel & City Knowledge
Key Behaviors:
- Know hotel services
- Know city places
- Give true information
- Suggest good things
- Learn new updates
Examples:
- Explain gym hours
- Show map with temple
- Tell shuttle bus time
- Suggest trip for family
- Share new spa promotion
12. Privacy
Key Behaviors:
- Keep secrets safe
- Do not tell room numbers
- Hide guest info
- Respect “Do Not Disturb”
- Be quiet about VIPs
Examples:
- Give key card without saying room
- Hand bill in envelope
- Lock computer screen
- Do not knock with DND sign
- Check in celebrity without noise
13. Service Excellence
Key Behaviors:
- Do more than asked
- Keep high standard
- Think before guest asks
- Be proud of service
- Always smile when helping
Examples:
- Flowers for honeymoon couple
- Ask mid-stay “Is everything ok?”
- Offer luggage help before asked
- Call after problem fixed
- Remember guest favorite drink
14. Culture Respect
Key Behaviors:
- Respect guest culture
- Change words if needed
- Use correct titles
- Follow manners
- Accept all people
Examples:
- Say “Mr.” and “Mrs.” correctly
- Give halal food choice
- Bow to Japanese guest
- Do not touch guest if not wanted
- Say greeting in guest’s language
15. Conflict
Key Behaviors:
- Be calm
- Listen to both sides
- Be fair
- Give win-win answer
- Stop problem quickly
Examples:
- Solve noise between guests
- Fix mistake in bill
- Offer room change
- Talk to both guest and staff
- Calm guest with kind words
16. Efficiency
Key Behaviors:
- Work fast
- Make no mistakes
- Put work in order
- Be clean and organized
- Handle rush time well
Examples:
- Quick check-in
- Correct card payment
- Store luggage fast
- Keep desk tidy
- Manage line of guests quickly
17. Positive Attitude
Key Behaviors:
- Smile always
- Be happy with team
- Show energy
- Stay positive in stress
- Do not complain
Examples:
- Smile in busy check-in
- Say kind words to colleague
- Cheer guest with small talk
- Say hello with strong voice
- Stay calm when guest angry
18. Leadership
Key Behaviors:
- Guide team
- Teach new staff
- Give advice kindly
- Support in busy time
- Say thank you to staff
Examples:
- Give morning briefing
- Train staff on booking system
- Help staff fix mistake
- Stand with team in rush
- Praise staff after good work
19. Learning
Key Behaviors:
- Join training
- Accept advice
- Try new skills
- Ask questions
- Grow every day
Examples:
- Learn new check-in system
- Use feedback from manager
- Join customer service workshop
- Ask “How to do better?”
- Follow new hotel rules
20. Empathy
Key Behaviors:
- Understand feelings
- Be kind
- Give comfort
- Listen with care
- Treat guest personal
Examples:
- Help guest with flight delay
- Offer chair to old guest
- Smile at tired traveler
- Put birthday card in room
- Listen when guest is sad
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A dialogue:
Scene: Morning at Sunshine Hotel. Guests are arriving, checking in, asking questions, and some are VIPs.
Staff (Anna): smiles and makes eye contact “Good morning! Welcome to Sunshine Hotel, Mr. Lee. How are you today?”
Guest 1: “I’m fine, thank you.”
Anna: holds the door open “Please come in, Mr. Lee. Let me check you in.”
Guest 2 (child): shyly “Hi…”
Anna: “Hello! Welcome! Here is a small gift for you.” speaks slowly and clearly
Guest 1: “I have a reservation and a special request for breakfast.”
Anna: “Sure, your breakfast is from 7 to 10 a.m., correct? I will note your request.”
Guest 3 (Spanish): speaks a few words in Spanish
Anna: “Hola! Your breakfast is at 7. Enjoy your stay.”
Guest 4: “My taxi is at 6:30 p.m., right?”
Anna: “Yes, taxi at 6:30. I will call it for you on time.”
Guest 5: “I think my room key is wrong.”
Anna: stays calm “No problem. I will fix it now.” gives correct key “All done. Enjoy your room.”
Guest 1: “Thank you, Anna. You are very helpful.”
Anna: smiles “It’s my pleasure. Please let me know if you need anything else.”
Phone rings.
Anna: picks up phone while giving keys “Good morning, Sunshine Hotel. How may I help you?”
Guest 6 (German): “I need help with check-out.”
Anna: “I can help you. Your check-out is at 12. Here is a short note in German.”
Guest 7: “I need a wake-up call tomorrow.”
Anna: “No problem. Wake-up call is set for 6 a.m. on time.”
Anna notices a colleague is late.
She helps at reception during rush time “Good morning! Let’s get everyone checked in quickly.”
Guest 8: “There is noise from next door.”
Anna: listens carefully “I understand. I will solve this. You can move to another quiet room if you like.”
Anna checks desk:
- Papers are tidy.
- Keys and documents are organized.
- Computer and printers are clean.
Guest 9 (VIP): “Please keep this check-in quiet.”
Anna: “Of course. Your privacy is safe.”
Anna: smiles and helps luggage “Here, I will carry this to your room.”
Guest 10 (tired traveler): “My flight was delayed. I’m exhausted.”
Anna: offers chair and comforts guest “Please sit here and rest. I will bring water and help with your bags.”
Anna helps new staff: “This is how you use the booking system. Thank you for joining the team!”
Guest 11: “I don’t know the city. Can you suggest something?”
Anna: “Yes! The temple is 10 minutes by shuttle. The city map is here. Enjoy your trip.”
Anna notices a family with a baby:
She brings a baby cot and adds a birthday card to the room.
Anna (thinking): “I finished check-in, handled complaints, helped colleagues, and kept the desk organized. All guests are happy.”
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✅ Strengths demonstrated in the dialogue:
- Friendliness & Welcoming – Smiles, greets, eye contact, polite words, makes guests comfortable.
- Communication – Speaks clearly, listens, repeats requests, uses easy words.
- Languages – Greets in guest language, explains in simple English, prints notes.
- Reliability & Time – Arrives on time, sets wake-up calls, covers for colleagues.
- Professional Look – Wears uniform, stands straight, looks neat.
- Team Spirit – Helps colleagues, shares tasks, supports during rush.
- Patience – Listens to complaints, stays calm, repeats instructions.
- Flexibility – Accepts extra duties, helps in other areas, adapts to change.
- Attention to Detail – Checks names, brings baby cot, adds card, keeps desk tidy.
- Problem-Solving – Fixes key, resolves noise complaint, offers options.
- Hotel & City Knowledge – Explains services, gives city directions, suggests activities.
- Privacy – Keeps VIP info quiet, handles key cards discreetly.
- Service Excellence – Does more than asked, helps with luggage, adds small touches.
- Culture Respect – Uses correct greetings, respects guest manners.
- Conflict – Solves noise problem, fixes billing mistakes calmly.
- Efficiency – Works fast, manages check-in line, keeps desk organized.
- Positive Attitude – Smiles, stays happy, encourages colleagues.
- Leadership – Guides new staff, trains them on systems.
- Learning – Uses feedback, joins training, asks questions.
- Empathy – Understands tired travelers, comforts them, listens to concerns.