BEHAVIOURAL DESCRIPTORS
DESIRED BEHAVIOURS
DESCRIPTORS (EXAMPLES)
ENGAGING WITH GUESTS
Demonstrates an interest in having conversations with guests. Approaches the guests first rather than waiting for guests to approach him. Asks multiple open ended questions to find out information about guests
FRIENDLY
Shows a genuine smile when interacting with everyone Keeps eye contact in a non-intrusive manner Shows open body language
CONVERSATIONAL
Asks questions about guest preferences to then offer products and services Tells the stories of the hotel and the brand to create emotional connections Spends time with guests when possible engaging in conversation Is able to describe the food and beverage offers including functional information. Speaks positively about the services throughout the hotel, referring to unique points.
SOID PRODUCT / SERVICES KNOWLEDGE
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