🏨Secrets of a luxury hotel: how staff create magic every day, part 7, how to improve service (A2)

• simple tips and daily tasks to make guests feel like royalty

🌟 How to Improve Service

• Listen carefully to guests
  → When guests speak, look at them, nod, and show interest. This makes them feel important.
• Remember guest names
  → Saying a guest’s name shows personal care. For example: “Good evening, Mr. Lee.”
• Be fast and efficient
  → Good service means solving requests quickly and correctly without making guests wait too long.
• Work well as a team
  → If one person is busy, another can help. Teamwork keeps service smooth and stress low.
• Learn more languages
  → Even simple words like “hello,” “thank you,” or “goodbye” in the guest’s language can make them happy.
• Always keep learning
  → Hotels offer training to improve skills like communication, problem-solving, and guest relations.
• Show respect and kindness
  → Guests should always feel safe, respected, and welcome. Kindness creates good memories.
• Solve problems quickly
  → If something goes wrong, act fast and apologize politely. A quick solution can make a guest even happier than before the problem.
• Check small details
  → A clean table, a polite greeting, or remembering a guest’s favorite drink can make the hotel experience special.
• Be proud of your work
  → When staff are proud of their service, guests can feel it. Pride leads to quality and success.

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Setting:
The manager’s office at the Grand Horizon Hotel.
The sun is shining. The office is bright and quiet.
Papers, a laptop, and two cups of coffee are on the table.

Characters:

• Ms. Elena Carter, Hotel Manager
• Mr. Raj Patel, Assistant Manager

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Ms. Carter: Good morning, Raj. How are you today?

Mr. Patel: Good morning, Ms. Carter. I am fine, thank you. And you?

Ms. Carter: I am good, thank you. Let’s talk about how we can improve service for our guests.

Mr. Patel: Yes, of course. Where should we start?

Ms. Carter: I think listening to guests is very important. Sometimes staff are busy and do not pay full attention.

Mr. Patel: Yes, I see that too. Guests want us to look at them and show interest. Nodding or smiling makes a big difference.

Ms. Carter: Exactly. And remembering guest names also helps. When we say, “Good evening, Mr. Lee,” it feels personal.

Mr. Patel: True. But some staff forget names. We can encourage them to repeat the name in their mind and use it during the meal.

Ms. Carter: Good idea. Speed is also important. Guests do not like waiting too long.

Mr. Patel: I agree. Sometimes staff are slow because one person is busy.

Ms. Carter: That is why teamwork is important. If one staff member is busy, another can help. It makes service smooth and less stressful.

Mr. Patel: Yes. And I think learning simple words in different languages can also help. Even “hello” or “thank you” in a guest’s language is nice.

Ms. Carter: Absolutely. It shows respect and care. Speaking the guest’s language makes them feel welcome.

Mr. Patel: Some staff need more training to handle problems. Guests sometimes complain about small things.

Ms. Carter: That is true. We must teach staff to act quickly and politely. A fast solution and a kind apology can turn a problem into a happy guest experience.

Mr. Patel: Small details are important too. A clean table, a polite greeting, remembering drinks or preferences… it all matters.
——————–end of dualogue————–

Ms. Carter: Yes. Guests notice small things. It makes the experience special.

Mr. Patel: And staff attitude is very important. Respect and kindness create good memories for guests.

Ms. Carter: Definitely. Staff should always be polite, warm, and respectful. When guests feel safe and welcome, they remember the hotel positively.

Mr. Patel: I also think pride in work is important. Staff who enjoy their job give better service.

Ms. Carter: Exactly. If staff feel proud, guests can feel it too. Pride leads to quality and success.

Mr. Patel: So, listening, remembering names, being fast, teamwork, learning languages, solving problems quickly, checking details, showing kindness, and being proud.

Ms. Carter: Yes, Raj. But the key is to practice these every day, not just in training. Guests will notice small improvements and be happy.

Mr. Patel: I agree. I will talk to the team and start coaching them this week.

Ms. Carter: Excellent. Thank you, Raj. Let’s make sure our guests have the best experience every day.

Mr. Patel: Yes, Ms. Carter. I am ready to start.

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Cheat sheet:

Task / Responsibility	How to Do It / Improve / Example
Welcome guests	– Smile and make eye contact. – Say politely: “Good morning / Good evening. Welcome to our restaurant.” – Walk guests to their table. – Pull chairs if needed. Tip: Guests like to feel special from the first moment.
Serve food and drinks quickly	– Check the order before leaving the kitchen. – Carry trays carefully. – Serve drinks first, then food. – Say: “Here is your soup. Enjoy your meal!” Tip: Fast and correct service makes guests happy.
Know the menu	– Learn all dishes, ingredients, and allergens. – Be ready to answer: “Is this dish spicy?” or “Does it have nuts?” – Suggest dishes politely: “I recommend the chicken curry. It is very popular.” Tip: Good knowledge builds guest confidence.
Be careful and polite	– Walk slowly, do not rush. – Carry trays at chest level. – Avoid bumping guests or tables. – Say: “Excuse me” when passing. Tip: Gentle movement shows professionalism and care.
Say ‘thank you’ and ‘enjoy your meal’	– Always thank guests: “Thank you. Enjoy your meal.” – Say goodbye politely: “Thank you for visiting. Have a nice evening.” Tip: Small words make service personal and warm.
Check if guests need something	– Look for empty glasses or plates. – Ask politely: “Do you want more water?” or “Would you like dessert?” – Refill drinks quietly without disturbing guests. Tip: Guests feel cared for when staff notice their needs.
Handle problems politely	– Listen carefully if a guest has a complaint. – Apologize politely: “I am sorry. Let me fix it.” – Report problems to the manager if needed. Tip: Calm and polite handling improves guest satisfaction.
Work as a team	– Help colleagues if busy. – Communicate clearly: “I can help with drinks.” – Keep the restaurant clean and organized. Tip: Good teamwork makes service faster and smoother.

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