We all have heard the saying, “A picture is worth a thousand words.” In this article, Jeff Mowatt discusses what that old adage means for guest perception in relation to staff image. Companies are cautioned to have a written dress code for employees since judgments are made based on “visual expectations.” The idea is to create an atmosphere where the guest is comfortable interacting with staff. Towards that end, employees should be easy to understand, avoid exaggeration, and appear discreet.
The image training concept works in conjunction with other disciplines described in previous Guest Guru Staffing articles and translates into a complete working solution for achieving staff excellence. However, the author neglected to mention the importance of a smile as part of the overall image. Add eye contact and tone of voice, and we have a clear measurement tool for linking image with service and perception. I have learned that knowledge, perception, and engagement, should work well together to create loyalty and satisfaction for the ultimate guest experience.
Read the 4hoteliers article here.
