See, Speak, Suggest – Elevate every guest interaction
In the hotel and service industry, every interaction matters. The ability to create meaningful encounters and memorable moments for guests is what separates exceptional service from the ordinary. The key to achieving this lies in a simple but powerful method: See, Speak, Suggest. By mastering these three steps, you can improve the guest experience, increase sales, and create a culture of success within your team. Let's explore each step and why they are so important.
See: Be present and observant
Exceptional service starts with being fully present. It's not just about being physically there, but also about actively observing and connecting with the guest.
- Use eye contact: Eye contact signals attention and respect, and shows the guest that they are your priority. It creates an instant connection and builds trust.
- Body language sets the tone: Your nonverbal cues—such as a warm smile, an open posture, and friendly gestures—create a welcoming atmosphere. These subtle cues make the guest feel comfortable and appreciated, laying the foundation for a positive experience.
- Be in the right place at the right time: Anticipate where your presence will make the biggest impression. It could be welcoming guests at the entrance, being available in the dining room or assisting at the reception. Being present at the right moment shows professionalism and reliability.
By really "seeing" the guest, you create the foundation for a great interaction and show that you are attentive to their needs.
Speak: The Power of Rhetoric
Once you've made a connection, your words become the next crucial tool in shaping the guest experience. Speaking with intention and enthusiasm can make all the difference.
- Use living language: Bring your recommendations to life with colorful descriptions. Instead of saying, "We have chocolate cake," say, "Our rich chocolate cake with velvety ganache is a guest favorite—like a little piece of heaven."
- Refer to other people's experiences: Add credibility by mentioning the experiences of other guests or staff. For example, say, "This dish is a staff favorite," or, "Many guests return just for this one."
- Speak with confidence and warmth: Enthusiasm is contagious. When you genuinely show joy in what you offer, you automatically inspire the guest to share the same feeling.
By speaking with purpose and passion, you engage the guest and influence their decision in a way that enriches their experience.
Suggest: Guide with intention
The last and most effective step is to guide the guest with thoughtful recommendations. Proposing isn't just about upselling – it's about offering value and creating gratifying moments.
- Recommend, don't ask open questions: Instead of asking, "What would you like?" say: "I highly recommend our signature drink - the perfect way to start the evening." This reduces decision stress and makes the guest feel taken care of.
- The brain loves suggestions: Research shows that when we receive a recommendation, dopamine is released, a feel-good chemical linked to trust and happiness. By suggesting, you make the guest confident and enthusiastic about their choice.
- Highlight the value: Explain why your recommendation is the best choice. For example: “This suite has the best view of the sunset,” or, “This dish is prepared with seasonal local produce.” Adding context helps the guest understand the value of what you offer.
By guiding guests with thoughtful suggestions, you improve their experience and at the same time increase the chance of a purchase.
Measure, celebrate and repeat
To maintain this method and keep the team motivated, it is important to measure success and celebrate achievements.
- Measure what you sell: Track the impact of your efforts by measuring how often guests follow your suggestions and how that affects overall sales. This data helps identify what is working and what can be improved.
- Celebrate every success: Recognize and reward team performance. Celebrating wins – big or small – not only boosts morale but also positive behaviors.
- Refine the process: Use the insights from your measurements to adjust your approach, improve training and continuously elevate the guest experience.
Conclusion: Transform every interaction
"See, Speak, Suggest" is not just a strategy - it's a mindset. By focusing on these three steps, you create meaningful connections, enhance the guest journey and drive business results. Remember that every interaction is an opportunity to make a difference.
Don't forget: measure the successes, celebrate the wins and refine the process. When your team feels appreciated and motivated, it is reflected in the service – and the guests will notice the difference.
So go out and elevate every guest interaction – one See, Speak, Suggest at a time!
Oscar Lindeberg
https://schoolofservice.se
