How can you build rapport with guests to improve their experience?

It is all about finding commonalities with the guest to ensure an emotional connection and ensure repeat business and halo effect (word of mouth & social media)

It's quite simple, after all these years. Ask where they are from? Ask what they are doing in the area? If they are originally from the area, what part? Note a logo on a shirt or hat. Are they looking for something to eat or something to do in the area? Say something nice about their outfit. And most importantly, smile and be genuine.

Building rapport with guests is fundamental for an outstanding hospitality experience. It starts with a warm welcome, attentive listening, and personalized interactions based on preferences. Offering recommendations, showing empathy, and being approachable contribute to a sense of familiarity. Consistently providing a positive and personalized experience builds trust and loyalty, significantly enhancing the overall guest stay.

What I would do is- display positive attitude and personalize the attention to convey -' Yes, you are very important to me , the information being shared is valuable'. Finding commonality and striking the right cord is of utmost importance. Showing curiosity and interest, asking question to clarify and most importantly understanding the guest perspective - what is being said Vs what is being conveyed. Any critical feedback from the guest must be acknowledged first as a valuable feedback, look for his opinion and experience to manage similar feedback from others. Allow him/her with their own comfort. We can try to make the overall experience look good even if sometimes it not too good .

In our hospitality industry, understanding the 'why' behind a guest's stay is a key to personalizing their experience. We often uncover these details through genuine conversations. Whether they're here for a business trip, a family vacation, or a special celebration, acknowledging their purpose during their stay makes guests feel valued and understood. By incorporating this information into our service – perhaps through tailored recommendations or special touches relevant to their visit – we not only meet but often exceed their expectations, making their experience truly memorable.

The tone of the rapport between guests and service provider is set within the first few moments you ever meet. Actually the “evaluation” starts when you enter the visual field of the guest. The moment you are within eyeshot is the moment that belongs to the first impression phase. The beginning of a relationship between guest and service agent is the result of non-verbal clusters. Of course the aim is to make every new guest feel very special. There is a great technique that every service provider should master “Act as you like someone” also called “Hello old friend”. It is a technique of massive impact on the way you and your service will be perceived.

Train your guest contact staff to anticipate the guest's needs before the guest asks for it. Becoming proactive to their needs in real time demonstrates efficiency and service beyond expectations.