- a simple checklist to see your weak points
- Unfriendly & Cold
Weak behaviours:
No smile
No greeting
Rude voice
No eye contact
Look bored
Examples:
Guest arrives, staff says nothing
Staff rolls eyes
Staff talks angry
Staff ignores hello
Staff looks away
- Poor Communication
Weak behaviours:
Speak too fast
Interrupt guest
Don’t listen
Use hard words
Give unclear info
Examples:
Guest does not understand check-in
Staff cuts guest
Wrong taxi booking
Guest confused about breakfast
Wrong directions given
- No Language Effort
Weak behaviours:
Only own language
No simple English
Refuse to try
Ignore guest language
Laugh at guest
Examples:
Staff says “I don’t understand” and walks away
Uses slang
Cannot explain check-out
Refuses to greet guest
Smiles at guest mistake
- Not Reliable / Late
Weak behaviours:
Come late
Forget tasks
Leave desk
Don’t finish work
Make excuses
Examples:
Arrive after shift start
Forget wake-up call
Guest waits long for towel
Report missing
Lobby empty, no staff
- Bad Appearance
Weak behaviours:
Dirty uniform
Messy hair
No badge
Bad smell
Slouching
Examples:
Stains on shirt
Hair not combed
No name tag
Strong smell
Leaning on desk
- Poor Team Spirit
Weak behaviours:
Don’t help
Blame others
Start fights
Talk bad
No thanks
Examples:
Ignore colleague in rush
Blame coworker in front of guest
Argue at reception
Gossip about staff
Refuse to share work
- No Patience
Weak behaviours:
Get angry fast
Interrupt guest
Roll eyes
Show stress
Walk away
Examples:
Shout at slow guest
Stop listening to complaint
Look angry
Leave guest mid-talk
Sigh loudly
- Not Flexible
Weak behaviours:
Refuse new tasks
Say “not my job”
Panic at changes
Refuse to help
Can’t adapt
Examples:
Refuse to cover shift
Panic when VIP arrives
Refuse to use new system
Say no to extra work
Won’t help in other area
- No Attention to Detail
Weak behaviours:
Miss small needs
Forget requests
Wrong info
Messy work
Don’t check names
Examples:
Wrong spelling on card
Forget baby cot
Miss birthday note
Wrong minibar list
Bill has mistakes
- Poor Problem-Solving
Weak behaviours:
Ignore problem
Say “I can’t”
Panic
Blame others
No follow-up
Examples:
Guest waits, no answer
Staff says “I don’t know”
Walk away from broken AC
Blame housekeeping
Never check if fixed
- Weak Knowledge
Weak behaviours:
Don’t know hotel
Don’t know city
Wrong info
No updates
Can’t suggest
Examples:
Say “I don’t know” about spa
Wrong bus time
Wrong temple direction
Doesn’t know events
Cannot suggest activity
- No Privacy Respect
Weak behaviours:
Say room loud
Show guest info
Gossip
Enter room with DND
Share VIP name
Examples:
Call “Room 203” in lobby
Show bill to stranger
Talk about guest to staff
Knock on DND door
Tell taxi driver VIP name
- Poor Service
Weak behaviours:
Do minimum
No care
No smile
No follow-up
Don’t try
Examples:
Say no to request
No welcome greeting
Forget extra towel
Don’t check problem
Ignore repeat guest
- No Culture Respect
Weak behaviours:
Laugh at guest
Wrong greeting
Ignore rules
Bad gestures
Stereotypes
Examples:
Offer pork to Muslim guest
Joke about accent
Shake hands when not wanted
Touch guest wrongly
Use wrong title
- Bad Conflict Handling
Weak behaviours:
Shout back
Take sides
Ignore issue
No solution
Make worse
Examples:
Shout at angry guest
Blame one guest
Ignore billing fight
Argue in lobby
Guest leaves angry
- Slow / Not Efficient
Weak behaviours:
Work slow
Forget tasks
Many mistakes
No order
Lose time
Examples:
Guest waits long check-in
Wrong bill
Luggage forgotten
Long line at desk
Messy papers
- Negative Attitude
Weak behaviours:
No smile
Complain
Say bad things
Show stress
No energy
Examples:
Frown at guest
Say “too busy”
Talk bad about hotel
Look tired
No greeting
- Bad Leadership
Weak behaviours:
Shout at staff
No support
No feedback
Only blame
Don’t train
Examples:
No team briefing
Shout in front of guests
Never help in rush
No advice to new staff
Only complain to manager
- No Learning
Weak behaviours:
Refuse training
Don’t listen
Repeat mistakes
Never ask
No interest
Examples:
Skip workshop
Ignore feedback
Repeat error
Never ask how to do
Refuse new system
- No Empathy
Weak behaviours:
No care
Be cold
Ignore feelings
Treat all same
No comfort
Examples:
Say nothing to delayed guest
Ignore old guest
No help to tired traveler
Forget birthday
Walk away from crying guest
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A dialogue, how not to…………
Scene: Morning at Sunshine Hotel. Guests are arriving and asking questions.
Guest 1: smiles “Good morning! I have a reservation for Mr. Lee.”
Staff (Tom): does not smile, looks bored “…Room? Check-in there.” ignores eye contact
Guest 1: “Can you help me with breakfast times?”
Tom: speaks fast “7 to 10, yes, fine.” does not wait for guest to finish
Guest 2 (child): “Hi…”
Tom: rolls eyes “Sit down. Don’t run.”
Guest 3 (Spanish): “Hola! ¿Dónde está mi habitación?”
Tom: shrugs “I don’t understand.” walks away
Guest 4: “I asked for a wake-up call tomorrow.”
Tom: checks phone lazily “Oh, yes… maybe.”
Guest 5: “I think my key card doesn’t work.”
Tom: slouches on desk, messy uniform “Here. Try again.” does not check properly
Guest 6: asks about city shuttle “What time does it go?”
Tom: “Bus… I don’t know. Ask concierge.”
Guest 7: “Can I get an extra towel?”
Tom: sighs loudly “No time now.”
Guest 1: “I’m confused about my bill.”
Tom: looks stressed “It’s correct. Don’t bother me.”
Guest 8: VIP guest arrives suddenly
Tom: panics “Not my job. Someone else deal with it!”
Guest 9 (tired traveler): “My flight was delayed, can I rest?”
Tom: ignores guest, keeps typing
Guest 10: “I asked for a baby cot in the room.”
Tom: checks list lazily “I forgot. Maybe later.”
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✅ Weaknesses demonstrated in the dialogue:
- Unfriendly & Cold – No smile, no greeting, bored look, rude voice.
- Poor Communication – Talks too fast, interrupts, gives unclear info.
- No Language Effort – Refuses to speak guest language, ignores foreign guest.
- Not Reliable / Late – Forget wake-up call, unsure about tasks.
- Bad Appearance – Messy uniform, slouching.
- No Patience – Sighs, looks stressed, leaves guest mid-talk.
- Not Flexible – Refuses to help VIP guest, panics with changes.
- No Attention to Detail – Forgets baby cot, key not checked.
- Poor Problem-Solving – Ignores issues, gives no solutions.
- Weak Knowledge – Does not know hotel or city info.
- Poor Service – Does minimum, no follow-up.
- No Empathy – Ignores tired travelers, no comfort offered.