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None Verbal Communication

In: Business and Management

Submitted By TracyJC
Words 401
Pages 2
Front Office Management 1
Front Office Operations & Service 1

Non-verbal communication is often subtle and can include body language, tone of voice, and gestures so in this case, Drew – a bell attendant gave an audible sign and muttered loudly about amount of tips. When the guests came into the lobby, he was standing and leaning against the front desk - in the place where no one can see him. After guest’s check in, they needed the assistance and at that time Drew just walked away. He heard the radio call him and he ignored the cue from MOD. He went to find Jim, the second bell attendant.

When Jim interacts with guest waiting for the luggage, the main problem will be for him, is that the atmosphere the attitude he created and the mood he destroyed by making guest’s wait.

All the bell attendants act like they are bosses. They only work for the tips, however in the contract they already have the 15% tips on every room charge whether guests used service or not. The bell attendant is usually the first representative of the establishment who meets face-to-face with the guest and this meeting can therefore have a lasting impression. The moment the bell attendant identifies a guest; they should immediately acknowledge them and not wait for the guest to make the first move and not wait to ask.
When guests arrive the bell attendant should welcome them warmly, the establishment may have a protocol for greeting guests. As part of the greeting, offer assistance to guests. Check the number and type of luggage the guest has for and then the bell attendant will collect the luggage from the car, bus or shuttle or other transport. When the guest has checked in a bell attendant may escort them to their room or follow later with the luggage. As the bell attendant escorts the guest they need to ensure that guests are going in the right direction.

MOD was acting not...

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