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To put it briefly, the main tasks of the Host in interaction with the guests are establishing contact, showing hospitality, solving problems,and improving the quality of service.
Tourists usually expect a more personal approach from the Host / Manager of small track-bounded accommodations in remote areas than from the ones of standard big hotels. Thus, it is essential to meet their expectations. If the clients appear willing, you should establish a personal contact with them (including the children) and introduce yourself (Nice to meet you. I am Jan van Oijen, the owner of the B&B. I hope you had a nice trip? Etc.). Always remember that the first judgement will be not about the organization of your business and efficiency of service, but about the way you present yourself and communicate with guests.sometimes it might be a good idea to think over some “standard” questions or short funny stories related to the region or your business that can help you break ice in the very beginning. Of course, such things should be short, interesting and constantly replaced for new ones. Also, not all the clients might be disposed to listen to you. AsaHost, youshouldconstantlyshowinterestinyourgueststhroughahundredofsmallsigns- afriendlysmile, makingapersonalremark, inquiringaboutthedayout, anod, holdingthedoor, havingachat, etc. It is a difficult task to make the people feel at home, being friendly without being pushy. Here your non-verbal skills can prove useful, and the basic knowledge of body language can help you recognize your guest’s mood and behave correspondingly (see A.3. Reading body-language).
Your guests will appreciate small inexpensive gifts. Such presents/souvenirs are your sign of attention and will do a good job, reminding to your guests of you and your accommodation when they are home. Also, your“gift policy” can cover those who have celebrations at your place such as birthdays (e.g., a surprise local apple pie for the birthday person can be appreciated a lot).
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4.3.1. Efficiency and Attitude | Solving Problems |
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