- simple tips and daily tasks to make guests feel like royalty
🏨 Daily Life of Hotel Staff
- Always smile and be friendly
→ A smile is the first thing a guest sees. It shows respect, kindness, and a positive attitude. Even if the staff is tired, a smile can make the guest feel welcome and comfortable. - Wear a clean and nice uniform
→ Uniforms make staff look professional and easy to recognize. A clean and ironed uniform shows pride in the job and gives guests trust in the hotel’s quality. - Speak clearly and politely
→ Guests may come from many countries and speak different languages. Simple, clear, and polite language helps avoid misunderstandings and builds good communication. - Work in different departments
→ Luxury hotels have many areas: front desk, housekeeping, restaurant, concierge, kitchen, security, and maintenance. Each department works together to give the guest the best experience. - Help guests from many countries
→ Guests may have different cultures and expectations. Staff need to be respectful and flexible. For example, some guests prefer personal space, others like to chat more. - Stay calm and patient
→ Guests can be tired, upset, or stressed. Even if a guest complains, staff must stay polite, calm, and professional. A calm attitude can turn a bad situation into a good one. - Be on time
→ Luxury hotels run like a clock. If one person is late, it can affect the whole team. Punctuality shows respect for colleagues and guests. - Follow hotel rules and standards
→ Luxury hotels have clear rules about service, behavior, and appearance. Following them keeps service consistent and professional for every guest. - Be polite to other staff members
→ Good teamwork starts with respect inside the team. When staff treat each other well, they work better and give better service to guests.
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Setting:
The manager’s office at the Grand Horizon Hotel, a luxury 5-star hotel. The manager, Ms. Elena Carter, meets with the assistant manager, Mr. Raj Patel, to talk about how to make guest service better.
Elena (Manager): Good morning, Raj. Thank you for coming. Our guests like our hotel, but we can make service better. Let’s talk about our rules for good service. We can share ideas to improve.
Raj (Assistant Manager): Good morning, Elena. Yes, I agree. Some things can be better. Let’s look at the rules and talk.
Elena: Great. First rule: always smile and be friendly. A smile makes guests feel welcome. It shows respect and kindness. But some staff forget to smile when they’re tired. What can we do?
Raj: Hmm, maybe we can remind staff every day. Like, in morning meetings, say, “Smile, it’s important!” We can also give a small prize, like “Best Smile of the Week,” to make it fun.
Elena: I like that! A prize is a good idea. It makes smiling fun, not just work. Okay, next: wear a clean and nice uniform. Uniforms make staff look professional. But I saw some uniforms looking old or not ironed. How can we fix this?
Raj: We can check uniforms every week. Maybe make a list to see if they’re clean and ironed. If someone’s uniform is old, we can give them a new one fast. Guests notice these things.
Elena: Good plan. Let’s make a uniform check every Monday. Next rule: speak clearly and politely. Our guests come from many countries. They speak different languages. Sometimes staff talk too fast or use hard words. Ideas?
Raj: We can teach staff simple, polite words to use with guests. Like, “Hello, how can I help you?” or “Please wait a moment.” Maybe we do short training every month to practice clear speaking.
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Elena: Yes, short training is smart. Let’s do it. Now, about departments—front desk, housekeeping, restaurant, concierge, kitchen, security, maintenance. They must work together. Sometimes, housekeeping and front desk don’t talk enough. How can we make teamwork better?
Raj: Maybe we have a team meeting every week for all departments. They can share problems and ideas. Also, we can use a group chat on phones to talk fast, like if a room isn’t ready.
Elena: I like the group chat idea. It’s quick and easy. Okay, next: help guests from many countries. Guests have different cultures. Some like to talk, some want space. How do we help staff understand this?
Raj: We can give staff a small book with tips about cultures. Like, “In some countries, guests like personal space.” Or we can do a training about different cultures. Staff can learn what guests like.
Elena: A culture book is a great idea. Let’s make one. Now, staying calm and patient. Some guests get upset or complain. Staff must stay polite. I saw one staff member get angry last week. How can we help them stay calm?
Raj: We can teach staff to breathe slowly when a guest is upset. Or they can say, “Let me get my manager,” if it’s hard. Maybe we do role-play in training to practice staying calm.
Elena: Role-play is good. Staff can practice hard situations. Next: be on time. If one person is late, it makes problems for everyone. How do we make sure everyone comes on time?
Raj: We can give a small bonus for staff who are always on time each month. Or talk to staff who are late and ask why. Maybe they need help, like a better bus schedule.
Elena: A bonus is a nice idea. Let’s try it. Now, follow hotel rules and standards. Our rules keep service the same for every guest. But some staff forget small rules, like no phones at work. What can we do?
Raj: We can put signs in staff rooms, like “No phones during work.” And managers can check kindly. If someone forgets, we remind them nicely first.
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Elena: Good, kind reminders work. Last one: be polite to other staff. When staff respect each other, they work better and help guests better. How do we make sure staff are kind to each other?
Raj: We can have a “Team Star” award for staff who are kind and help others. Also, managers can show respect to staff, so they learn to do it too.
Elena: I love the “Team Star” idea! Okay, Raj, we have many good ideas: prizes for smiling, uniform checks, clear speaking training, team meetings, a culture book, role-play for staying calm, bonuses for being on time, signs for rules, and a “Team Star” award. Let’s make a plan to start these. Can you write a list and share it with me tomorrow?
Raj: Yes, Elena, I’ll write the list and send it tomorrow. I think these ideas will make our service much better!
Elena: Perfect. Thank you, Raj. Let’s make our hotel the best for our guests!
Raj: Yes, let’s do it!
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What are your thoughts on that dialogue?
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A service improvement plan (pdf)