Today’s hotel environment is competitive, and customers expect top-notch service from all types of hotel properties, from five-star hotels and all the way down the list. Elements that were critical in the past, such as a clean, comfortable room, are still very important, but positive communication between hotel employees and the guest has become just as essential, at chains such as Marriott and Hampton Inn.

Building a relationship between a hotel and a guest starts with the first contact, at the front desk. The customers’ first impression starts at the front desk, and a negative interaction can potentially lead to a loss of future business.  Here are a few tips to start a positive engagement with the guest:

• Phone calls to the front desk should be answered in under three rings
• Calls should be answered with a cheerful voice, and state the name of the hotel and ask how to be of assistance
• Guests walking into the hotel should be warmly greeted

We all understand that the people behind the front desk may be having a bad day, or not feeling 100 percent, but these conditions cannot be made apparent to the customer, who will equate the negativity with the overall brand. For people looking to fill this type of role, a positive outlook is critical.

A strong work ethic is critical in the hotel business, from the front desk to the front desk manager. When interviewing potential employees, determining their work ethic is a big part of the decision process. Companies want to hire individuals who strive to do their best, even when the boss’s eyes are not on them.

These types of individuals go above and beyond their day-to-day duties, which can lead to promotions within the company. Going the extra mile for guests improves customer satisfaction and can serve as a catalyst for improved personal satisfaction. Having this work ethic will lead to a reputation displaying excellence, and can inspire others at the hotel to improve their own work.

One thing to keep in mind about working hard is the importance of working smart. Working hard without working smart is ineffective, so be sure to learn the best and most efficient ways to complete daily assignments. If you are doing your daily activities and see a way to do it more efficiently – offer up that suggestion to the boss. This benefit for you is twofold – it shows your boss that you are engaged in the business and can create more streamlined processes within the company.

Another critical element of work ethic is keeping your personal life out of your company life. This includes not talking on the phone during work hours unless there is a family emergency. Talking on the phone aside, all the other fun aspects of a cell phone should be avoided during business hours, such as texting, Snapchatting, Facebooking, recipe-hunting, etc. Save those activities for your breaks. 

All of these positive activities will combine to create a legendary customer experience to ensure repeat business and loyalty to the brand. And your strong work ethic will help you grow in your career.