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In the hotel restaurant, we often see this scene: the guests had to gesture, tapping the table, or even cry out ways to attract the waiter’s attention. In fact, the waiter just have some very simple and silent body language of knowledge, the more they can avoid such problems.

Accurate understanding of customer’s body language is key to appropriate services, which is the financial package by the hotel features and multi-cultural characteristics of the service 24 hours a day determined. From the customer’s body language, the experienced crew can feel the emotions of change, he gathers to provide appropriate services.

Hotel front-line staff often can not be the biggest problem is to read customer’s body language, can not understand the feelings of the guests, but do not know how to react. These cases are not familiar with our body language in Western countries, is particularly serious. Reality is more complex question is: Guest not easily express their feelings. Hotel staff is only good at observation, long-term accumulation, to correctly receive guests silent information; sometimes, even if guests do not understand the meaning of a positive attitude towards concern is also very important.

Service personnel should have knowledge of body language are:

Respect for the customers personal space. In general, and his speech to foreign guests to keep their distance between the body, half a meter scale better. If and when talking to guests he has to move forward, you may a bit too far away from him; if he has been on the back, you may be relying on him too close.

Understand that fatigue, irritability gesture. General visitors, especially jet lag of tourists waiting to check in or checkout, the few minutes it may be to fatigue or irritability, then the feet of the guests will make a slight swing, and according to surveys, most people After 15 minutes, will have this kind of movement.

Aware of the tension and anxiety guests.
First came to the hotel guests, inevitably produce strangeness. Guests usually fold his arms on his chest, on behalf of tension or defense, when a waiter in his enthusiasm to the infected guests and visitors in conversation, to be very careful note with a finger or a pencil, “pound,” the action beat Desktop This is a signal that does not agree. Graffiti on paper have the same meaning.

Correct service etiquette is a good start, it makes the guests feel comfortable. Smile, eye contact, dealing in and the guests is important. Smiling eyes and say hello to the meaning of language in public places is the same. If the opposite of a strange foreign visitors came to your smile, you smile to him, he would say “Hi” or “Hello”, this is just a courtesy, does not mean that he would stop and talk to you. Here we note that: traditional old stare is rude, he will not face the Americans do not think you dodge sincere, that you are not trustworthy.

Body language reveal the truth. Body language is usually the most authentic expression of thoughts and feelings, as a person tell the lie enough, but want to lie body language is very difficult. When we correctly understand the intent guest, you can take appropriate action.

Feet, the information disclosed. Banquet room in the hotel lobby or two guests stood talking. If two people with each other face to face, very close to the talks, said that their relationship can be extremely close. This time unless there is an important matter, do not disturb the guests. Instead, two guests shoes perpendicular position, or with an angle of 60 degrees, then stand separately, can be regarded as their relationship is not too deep, fully retained a third party to intervene in the room, then Attendants may be appropriate intervention.

When the guests dissatisfaction, learn to listen attentively and positive body language to ease the mood and show your guests on the guest’s attention. Body language is also effective listening aids. When faced with complaints from customers, even though you may not speak, but through body language, it also gives a lot of information. If you fiddle with the hair, look around or tap your fingers on the table, then the information customers receive is that you do not listen, so that guests will not solve the problem but “fuel.” Positive body language, including: the body leans forward, smiling, eye contact, etc. guarantee. Enhance the “hearing” the key is not enough just to listen to themselves, but also should let guests know that you are listening.