Ability to Communicate to Make the Guest Understand the Position

Building Rapport

“Rapport” is 'a feeling of sympathetic understanding', where two people feel a bond between one another, such that they will more easily trust one another.

Building rapport is important in industries that involve social interaction. Using certain techniques can help you build rapport quickly and effectively. This skill doesn't only give you a friendly and confident vibe but it also gives you the means to connect to people and negotiate your way to achieve your goal. As a matter of fact, building rapport is the foundation of social persuasion.

Think about it. People who put their trust on you will agree with everything you say without any hesitation. Those who you have good connections with can easily fall under your charms. There are a lot of scenarios out there where these rapport building techniques are useful. If you like to begin learning these techniques then you should keep on reading.

The first technique is finding something in common. There is a saying that birds with the same feather tend to flock together. This statement is true for most social scenarios. People who want the same type of art can feel more comfortable with each other compared to others who prefer different type of art.

If you get yourself in a scenario where you have to build rapport right away, try to look for something in common with the person you are talking to and take it from there. However, you should remember that lying will not get you anywhere. Once you get yourself caught, that person will not trust you anymore. Be comfortable with telling the truth about yourself.

The next technique is to give compliments. People like to hear something good about their character. So whenever you can, find something good about the person you are talking to. It does not have to be outrageous. It can be something as casual as "Hey! Nice dress".

Talking to the Guests

You need to talk to your guests through their stay. Face-to-face feedback will always be the most effective and ideally we need to get feedback before it’s too late to do something about it. If what you have provided fails to meet expectations you’d rather know about it before the guest leaves so you can resolve it, rather than waiting for them to put their comments on TripAdvisor.

Be observant and look out for signs that things aren’t right or that someone wants to get your attention.

Being visible in your hotel or restaurant, and making contact with your guests builds rapport and trust. Once you’ve gained this you’re in a far better position to gain valuable feedback first hand.  The same goes for your staff too, so encourage them to talk to your guests. Give them the appropriate training to ask for feedback in the knowledge that they are confidence to deal with feedback – good or bad – in a positive way.

Bear in mind your guests will tell you things that they wouldn’t feedback to your staff, and vice versa.  So ask your staff what feedback they have received, and listen to their ideas on how to make improvements and how to capitalize on positive feedback and your strengths.

Some Ways on How to Build Rapport

1. Active Care: Don’t wait to be asked

Show that you care about other people. Not just by being nice and friendly but by going out of your way to help them.

Show interest not only in the subject but also in the person. Indicate that you care about them. 

2. Co-location: Just be nearby

Arrange to be near the other person. Start just by saying “hello” in passing and gradually build the relationship from there.

When you regularly see most people, you learn that they are not a threat and that getting to know them is easy. And when you get to know people, you often find that they are quite nice, as most people actually are.

3. Encouraging: Getting them to speak

An important way you encourage others is in the signals you send, both via the words you use and also the non-verbal signals.

Sometimes all you want to do is to encourage people to talk about whatever is on their mind. This is useful in general social situation or when you want to give them time and space to get out something that is bothering them but they currently do not want to talk about.

You do not need to say anything to encourage people to keep talking. Here are a few things you can do to keep them talking, as well as using other body language, such as:

4. Holding Gaze: Eye to eye attraction

Encourage them to talk, then pay close attention, gazing directly at them. Look at their face and into their eyes as if you cannot drag your eyes away.

Match their emotions in this. If they are describing achievement, look pleased. If they are describing a hurt, look sympathetic.

Be careful with this. Do not stare -- use a soft and flattering gaze that says 'you are wonderful'. If they start to look at all uncomfortable, pull your eyes reluctantly away with an apologetic brief smile. Glance back frequently as if you are dying to gaze at them again.

An important note: Your eyes and the muscles around them signal much your emotions. So when you are looking interested or sympathetic, you must actually be interested or sympathetic.