The Most forgotten lesson in self character building is Body Language, your appearances and grooming is not enough makes you as a great hotelier, your body language will reflecting your character and how people judgement who/how you are.
“Somebody’s body gestures can be examining.”
According to The Wall Street Journal, “having eyes for a table,” or reading the guests by their body language and behavior, is becoming an increasingly valuable skill for wait staff.
A smile goes a long way! Are your staff smiling to guests when they greet them or do, they have a very serious, stone cold expression? Smiling can make a guest immediately feel welcome and comfortable in the space. But the key to smiling, is Genuity. If it isn’t genuine, the guest will pick that up and it will feel fake to the guest and therefore, they do not feel completely welcome in the space. It signals approachability, which is exactly what you need in the hospitality industry. Make sure your hosts, bartenders, servers and managers are all smiling when talking to your guests. This should be happening when they arrive, throughout their stay and when they leave!
- Eye Contact
Yes, it is very simple and seems obvious… But so important! When guests are greeted by a server, the server shouldn’t be looking down at a pad of paper saying in a monotone voice “Welcome to John’s Steakhouse, I’m Bob. I’ll be your server for the evening.” The server should have their head up, looking around the table, making eye contact with all the guests. Big smile on their face. Brightly saying “Good evening, welcome to John’ Steakhouse! I’m Bob, I’ll be taking care of you this evening. Now can I get you started with still or sparkling water?” *Looking at guests* This helps make your guests feel at ease. Because that’s why they came to your restaurant right?
But it’s important to note that you and your staff shouldn’t be staring at guests, that makes them feel uncomfortable. Genuine eye contact.
- Crossed Arms
Whether you are a host, server or manager. You should never be crossing your arms. This signals to a guest that you’re perhaps not open and friendly as it is a defensive stance. Therefore, making them feel on edge or uncomfortable. Make sure that your arms are at your side or even behind you if you’re not performing tasks. An open stance helps make sure guests feel at ease.