Building Guest Rapport through Oral and Written Communication

Building Guest 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".

Building Guest Rapport through Oral Communication

Research shows that good communication can improve relationships, increase trust, intimacy, and support. The opposite can also be true; poor communication can weaken relationships and create mistrust. Relationships fail every day because of a lack of communication skills. We either don't know how to communicate or we simply aren't interested in learning. All relationships, at one time or another, experience stress. When this happens it is vital that we have the tools and skills necessary to deal with these issues in a positive and productive way. Many people don't realize that they are being unreceptive in their communication skills and eventually their negative communication leads to increased stress.

Effective oral communication is a cornerstone of exceptional hospitality. It's the key to building strong relationships with guests, enhancing their stay, and fostering loyalty. Here are some strategies to improve your oral communication skills and build rapport with hotel guests:

1. Active Listening:

• Pay full attention: Give guests your undivided attention, maintaining eye contact and avoiding distractions.

• Paraphrase: Repeat key points to ensure understanding and show empathy.

• Ask open-ended questions: Encourage guests to share their thoughts and feelings.

• Use nonverbal cues: Nodding, smiling, and leaning in demonstrate interest and engagement.

2. Clear and Concise Communication:

• Speak clearly and slowly: Enunciate words and avoid mumbling.

• Use simple language: Avoid industry jargon and technical terms.

• Be concise: Get to the point without rambling.

• Use positive language: Focus on solutions and opportunities.

3. Empathy and Understanding:

• Put yourself in the guest's shoes: Consider their perspective and feelings.

• Validate their emotions: Acknowledge their concerns and frustrations.

• Offer sincere apologies: If a mistake has been made, express genuine remorse.

• Show compassion: Be understanding and supportive.

4. Personalized Service:

• Use the guest's name: Personalize the interaction.

• Remember preferences: Refer to past stays or special requests.

• Offer tailored recommendations: Suggest activities or dining options based on their interests.

• Anticipate needs: Proactively address potential issues.

5. Effective Questioning:

• Open-ended questions: Encourage detailed responses and insights.

• Closed-ended questions: Gather specific information efficiently.

• Probing questions: Delve deeper into a topic.

• Leading questions: Guide the conversation towards a specific outcome.

6. Nonverbal Communication:

• Maintain eye contact: Show interest and sincerity.

• Use appropriate body language: Smile, nod, and maintain open posture.

• Mind your tone of voice: Convey warmth and friendliness.

• Pay attention to personal space: Respect guests' boundaries.

7. Conflict Resolution:

• Listen actively: Allow guests to express their concerns fully.

• Stay calm and collected: Avoid raising your voice or becoming defensive.

• Empathize with the guest's perspective: Show understanding and compassion.

• Find a solution: Work together to resolve the issue.

Some Ways on How to Build Rapport

As we look for ways to improve our rapport with guests, customers, clients and prospects let's cast our gaze to improve. It might surprise to learn that even in something as spontaneous as Improvisation there are rules to play.

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.

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.

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.

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.