A quick guide to highlight key points in guest contact moments

1. Moments of Truth
Guest Contact

2. Quality service is
defined and determined
by the few moments
when you encounter the
guest.
How do you handle the
“Moments of Truth?”

3. Be friendly and
attentive; look directly
at the person without
staring.

4. Smile,
friendly greeting.
Offer your
assistance.

5. Never ignore
someone’s presence,
or act like they are not
there. GIVE guest your
un-divided attention;
“Guest in vicinity,Excuse me..”

6. Maintain eye contact
when talking to guests

7. Enquire,
show interest on what
the guest has been
doing

8. Use the guest’s name
in your conversation.
A person’s name is a
magic word in any
conversation.

9. Introduce yourself
so that the guest may
share your magic and
remember you.

10. Open and hold doors
and elevators for
guests at every
opportunity.

11. Offer and assist with
luggage, packages and
family groups.

12. Take notes on any
detailed instructions to
ensure that you have
captured all pertinent
information and are
paying attention.

13. Use open & friendly
body language;
for instance, smile, and
lean forward and make
open gestures.

14. For matters that you
can’t deal with
personally, get in touch
with someone who can
help right away.

15. Be sure you tell the
guest who is dealing
with the request
and when it will be
sorted out.

16. Follow-up and ensure
that the guest request
has been handled as
promised.

17. Remember, guests rely
on you to make them
feel at home in the
hotel.

18. Make sure you know
everything there is to
know about your
department, and that
you’re well informed
about the hotel’s
facilities and services.

19. When guests ask you
for directions within the
hotel. Offer to escort
them to their
destination.

20. Anticipate what our
guests may need and
offer it before they ask.

21. Offer additional service;
“Can I assist you with
anything else?”

22. Always thank the guest.

23. Close with a
pleasant
“Thank you,
have a pleasant
day / evening,
or Karibu tena.”

24. Practice, Practice,
practice and
enjoy the results.
ASANTE SANA