Discover how mastering both what you say and how you say it can dramatically enhance the guest experience at your bed & breakfast.

It’s not an added advantage, but a requirement to master the verbal and non-verbal cues of the lively world of B&B hospitality.

In this episode, I’ll peep through the critical communication skills that take the guest experience to another level, from a short encounter to a long impression.

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Whether you are greeting a guest or managing a complaint, the way you communicate can greatly influence guest satisfaction and loyalty. Here are a couple of strategies so each of your guests will feel valued and understood.

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Understand the Spectrum of Verbal Interactions

Verbal communication is much more than mere words, it involves tone, clarity, and timing. Communication should be such that a guest can get the information required, to be welcomed and to feel important. For instance, simple efforts like using the guest’s name in greetings and giving a friendly smile go a long way. “Good morning, Mr. Smith! We are very glad to have you back with us.” brings about recognition instantly.

Verbal cues are not only in the words said, but how they are spoken. Keeping a positive tone even during a complaint can make what would have been a negative experience become positive.

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Harnessing the Power of Non-Verbal Communication

Some of these are non-verbal cues like body language, facial expressions, and eye contact which are effective in bringing out sincerity and empathy. A genuine smile, a nod of understanding, or a reassuring gesture with the hand does much to warm your contact with guests.

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For example, when discussing staying details with a guest, a slight forward lean shows interest and engagement, actually communicating to your guest and showing you are listening to their needs.

Navigating through Culturally Different Communication

Cultural differences in verbal and non-verbal communication play a very important role in the life of a B&B owner. Knowledge of such differences will help deter any misunderstanding, and show an appropriate homely atmosphere for all guests of different backgrounds.

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Take an example of personal space that has a big difference between cultures. This is because some cultures see keeping a distance as a way to show respect, while others describe intimate distances during conversation as the correct way. Culturally sensitive hospitality adds to the whole experience of the guest and reflects the values and ideas that your brand is serving “all.”

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Overwhelmed by the complex strategies and numbers game of running your B&B? Let us simplify it for you with our free ‘Crafting the Perfect Stay – 25 Essential Insights for Bed and Breakfast Owners’ PDF. It’s as rejuvenating as your morning espresso, chock-full of valuable insights. Snag your copy now and start crafting stays that turn guests into advocates!

Do you do research on your international guests to know what they are culturally inclined towards?

Let me know in the comments.

In conclusion

Mastering both verbal and non-verbal cues in the B&B industry is more than just a skill, it is an art. By practising and incorporating cues, you should ensure that every interaction with a guest is always positive, memorable, and reflective of the high standards of your establishment.

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In the next episode, I will talk about Effective BnB Communication Strategies.