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HOSPITALITY Customer Service Habits

Kishore Vinayak Mhaske- Assistant Professor – Front Office: Dynamic and result oriented professional offering 26 years experience in Hospitality Industry across Operations, Guest Relationship Management, Quality Management and Training, currently functioning as Senior Lecturer – Front Office with D Y Patil University ( School of Hospitality and Tourism Studies) Mumbai.

  1. Your First Impression

You only have one chance to make a positive impression, so we have to get it right. If we make an amazing first impression, our guests are sure to come back. Our satisfied guests will often overlook small issues, if we know how to properly welcome them.

  1. Make Your Words Matter

Words are powerful tools. They are used in our daily lives to make or break any situation. The sentences that come out of our mouths make a huge impact on how others feel about us and our successes. Having a habit of using the right words to properly communicate to our guests is crucial.

  1. Know How to Offer More

  • Anticipate their needs with questions.

  • Give directions. .

  • Offer coupons and discounts to local attractions.

  • Free drink coupons, gift basket, anniversary cake, birthday card, more towels or room amenities - Make them feel extra special.

  • Complimentary upgrade and free breakfast.

Empower Yourself

It means we need to understand, make decisions and take correct actions for the overall good of our organization. Practice the following:

  • Successfully resolve a guest issue

  • Take on a new initiative

  • Ask for additional tasks on your own

  • Share ideas on how to improve a process at your hotel

  • Suggest ways to save energy, payroll and other expenses

  • Don’t be afraid to sometime challenge status quo

  • Do something that will make a guest super happy

  • Challenge yourself to do greater.

  • Asking Mindset

Ask and you shall receive. As hospitality professionals, we want our guests to be happy. But many times we don’t fully understand how to actually make that happen. You need to be in the asking mindset.

  • Ask questions & be empathetic - Learning more about your guests will definitely make an impression on them. Asking questions shows you care, but it also helps you anticipate their needs.

  • What brings you to the area?

  • How was your trip in?

  • Have you stayed with us before?

  • Where are you from?

  • I understand traveling through a packed airport can be challenging…


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