Purposeful Questions.

Purposeful Questions.

Guests who Travel for Success are looking for a hotel experience that makes it easier for them to be productive and achieve their goals. If we ask purposeful questions, we are showing the guests we want to exceed their expectations.

published on October 04, 2016
1/5

The quickest way to relate to your guests while trying to gain information on the situation is to...

The quickest way to relate to your guests while trying to gain information on the situation is to...
Ask the question softly so the guest has to get close to hear you.
Personalize the conversation so they know that their specific situation is important to you
Use body language and exaggerated mannerisms to convey how excited you are to help
2/5

Why is it important to ask questions to our guests when they seek assistance?

Why is it important to ask questions to our guests when they seek assistance?
To make sure we are on the same page as the guest and no wires have gotten crossed.
To make the guest feel like they are important and worth while.
So we can blame the guest if something else goes wrong from this point on.
3/5

A guest is arriving with three clients and wants a place where they can get some work done and get something to eat. What do you need to know to help you make the best recommendation?

A guest is arriving with three clients and wants a place where they can get some work done and get something to eat. What do you need to know to help you make the best recommendation?
How old they are, what gender their guests are and, what kind of business they are discussing
What time they plan on eating, how much they weigh, how muck money they have
what kind of atmosphere they are looking for, is the focus on food or business, for how long and at what time would they like to go
4/5

A guest is unhappy about their room and wants to change. What do you need to know to find the best alternative for this guest?

A guest is unhappy about their room and wants to change. What do you need to know to find the best alternative for this guest?
we need to know if they were upset before they checked in.
We need to find out more specifically why they are unhappy with their room.
we need to know if they have a history of scamming hotels for money.
5/5

example reviews: Very comfortable, had a good stay. The wife complained about light coming in under the window curtains and the night light by the door. I agree the window curtains could be longer, but managed to get through it.

review#2:I was not impressed. Here's why: customer was unflinching inflexible and would not consider any creative solution in terms of helping me

If we knew of these issues (prior to the guest writing this review) how would purposeful questions have possibly changed the guest’s opinion? What questions could we have asked these guests?

example reviews: Very comfortable, had a good stay. The wife complained about light coming in under the window curtains and the night light by the door. I agree the window curtains could be longer, but managed to get through it. review#2:I was not impressed. Here's why: customer was unflinching inflexible and would not consider any creative solution in terms of helping me If we knew of these issues (prior to the guest writing this review) how would purposeful questions have possibly changed the guest’s opinion? What questions could we have asked these guests?
We would have been able to identify and fix these issues before they impacted the guests stay.
We would have been able to apologize to the guest face to face.
We would have been able to minimize the impact these issues had on our guests and compensate them adequately during their visit.