See, Speak, Suggest – Elevate Every Guest Interaction
In the hospitality and service industry, every interaction matters. The ability to create meaningful connections and memorable moments for guests is what sets exceptional service apart. The key to achieving this lies in a simple yet powerful approach: See, Speak, Suggest. By mastering these three steps, you can enhance the guest experience, increase sales, and foster a culture of celebration within your team. Let’s explore each step and why it’s so important.
See: Be Present and Observant
Exceptional service begins with being fully present. It’s not just about physically being there but actively observing and connecting with your guest.
- Use Eye Contact: Eye contact conveys attentiveness and respect, showing the guest that they are your priority. It creates an instant connection and helps build trust.
- Body Language Sets the Tone: Your non-verbal cues—such as a warm smile, open posture, and friendly gestures—create a welcoming atmosphere. These subtle signals make guests feel comfortable and valued, setting the stage for a positive experience.
- Be at the Right Place, at the Right Time: Anticipate where your presence will make the biggest impact. Whether it’s greeting a guest as they enter, being readily available in the dining area, or assisting at the reception desk, being present at the right moment demonstrates professionalism and reliability.
By truly “seeing” your guest, you create the foundation for a great interaction, showing that you’re 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 Colorful Language: Bring your recommendations to life with vivid descriptions. For instance, instead of saying, “We have a chocolate cake,” try, “Our rich chocolate cake with velvety ganache is a guest favorite—it’s like a little slice of heaven.”
- Leverage Testimonials: Add credibility by referencing other guests’ or staff’s experiences. Phrases like, “This dish is a staff favorite,” or, “Many of our guests come back just for this,” help build trust in your recommendations.
- Speak with Confidence and Warmth: Enthusiasm is contagious. When you’re genuinely excited about what you’re offering, it naturally inspires the guest to share in that excitement.
By speaking with purpose and passion, you not only engage the guest but also influence their decisions in a way that enhances their experience.
Suggest: Guide with Intention
The final and most impactful step is to guide the guest with thoughtful recommendations. Suggesting isn’t just about upselling—it’s about offering value and creating moments of delight.
- Recommend, Don’t Ask Open-Ended Questions: Instead of asking, “What would you like?” try, “I highly recommend our signature cocktail—it’s the perfect way to start your evening.” This removes decision fatigue and makes the guest feel cared for.
- The Brain Loves Suggestions: Research shows that when we receive a recommendation, our brains release dopamine, the feel-good chemical associated with trust and happiness. By suggesting, you make the guest feel confident and excited about their choice.
- Highlight the Value: Explain why your recommendation is the best option. For example, “This suite has the best view of the sunset,” or, “This dish is made with seasonal, locally sourced ingredients.” Adding context helps guests understand the value of what you’re offering.
By guiding guests through thoughtful suggestions, you enhance their experience while also increasing the likelihood of a purchase.
Measure, Celebrate, Repeat
To sustain this approach and keep your team motivated, it’s essential to measure your success and celebrate achievements.
- Measure What You Sell: Track the impact of your efforts by measuring how often guests take your suggestions and how it influences overall sales. This data helps identify what works and areas for improvement.
- Celebrate Every Success: Acknowledge and reward your team for their achievements. Celebrating wins—big or small—not only boosts morale but also reinforces positive behaviors.
- Refine the Process: Use the insights from your measurements to adjust your approach, improve training, and consistently elevate the guest experience.
Conclusion: Transforming Every Interaction
“See, Speak, Suggest” isn’t 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, every interaction is an opportunity to make a difference.
And don’t forget: measure your successes, celebrate your wins, and refine your process. When your team feels appreciated and motivated, it reflects in their service—and your guests will notice the difference.
So, go out there and elevate every guest interaction—one See, Speak, Suggest at a time!
