Staffing and training for guest engagement: elevating the experience in small to medium hotels

"You never get a second chance to make a first impression - and in tourism and hospitality, that first hello can shape the entire guest experience."

We are taught the importance of first impressions; how you answer the phone or respond to an email says more about your hotel than your website or Google review ever could. And, for small to medium hotel, every guest interaction is an opportunity to stand out. While large hotel groups often rely on automated systems and centralised reservation teams, smaller properties have the advantage of offering a more personalised service – a friendly voice and a thoughtful reply – that directly responds to the client’s enquiry, can directly influence the transition from research to booking phase and builds loyalty.

One of the most powerful, yet often overlooked touchpoints, is how staff engage with guests and clients over the telephone and within emails. From the initial enquiry to the final follow-up, these interactions can shape the guest’s perception of your property – both positively and negatively.

Why we decided to write this blog:

Recently, RevenYou was engaged by one of our clients to conduct a series of mystery calls to their hotel property. The objective was to assess how effectively staff were managing conference and event enquiries over the phone - from the initial greeting to the follow-up.

What we found:

Some calls were handled with warmth and professionalism, leaving a positive impression.

Others revealed missed opportunities - staff didn’t ask for our name and contact details, there were no follow-up questions to the reason for our call, responses lacked clarity and, in some cases, there was no follow-up at all.

These findings highlighted a broader opportunity: many small to medium hotels could benefit from simple, targeted training in staff recruitment and communications with guests and clients. 

That’s why we have written this blog - to share practical tips and strategies that any property can implement to elevate staff engagement, enhance guest and client interactions, and ultimately convert enquiries into revenue while maximising business opportunities.

Staffing for Better Engagement

Recruit for attitude and communication: look for team members who are naturally warm, articulate and passionate about their job. Technical skills can always be taught - genuine care and attention to detail cannot.

Cross-training is essential: in smaller hotels, staff often wear multiple hats. Ensure your team is equipped to manage reservations, guest requests, corporate enquiries; and undertake the follow-up with confidence or ensure a concise handover of information to their colleague who will be responding.

Empower your team: encourage your team to take ownership of their guest interactions. When they feel trusted and supported, they are more likely to go that extra mile.

Training for phone and email communication excellence

Delivering excellence in phone and email communication is essential to creating positive first impressions, building trust and converting enquiries into revenue - every interaction is an opportunity to highlight your hotel's professionalism and commitment to service.

Phone etiquette essentials:

• Answer within three rings.

• Use a friendly, professional greeting.

• Smile while speaking - it changes your tone of voice.

• Avoid jargon; keep language clear and courteous.

Email etiquette essentials:

• Respond within 24 hours.

• Use personalised greetings and closings.

• Be concise but thorough.

• Always proofread for spelling, grammar and tone of voice.

Listening and responding to guest enquiries

To deliver exceptional service and drive conversions, staff must be equipped with strong communication skills. This starts with mastering active listening and thoughtful response techniques - essential tools for handling guest enquiries, corporate sales leads and group booking requests with confidence and professionalism.

Active listening techniques

• Whether it's a guest, a corporate buyer or a group coordinator, let the caller or client finish speaking before responding.

• Paraphrase or repeat key points to confirm understanding and demonstrate attentiveness.

• Ask clarifying questions to ensure accuracy and tailor your response to their specific needs.

Thoughtful responses

• Offer tailored solutions, not just general information - whether it's a room booking, a group package, or a corporate rate.

• Acknowledge concerns or requirements with empathy and professionalism.

• Clearly outline options, next steps and any follow-up actions to move the enquiry toward conversion.

The power of timely follow-up:

Ensuring a timely response to any form of enquiry demonstrates your professionalism and genuine care. It builds trust, fosters client loyalty and opens the door to quickly convert new business opportunities while proactively addressing potential issues before they escalate.

Best practice:

• Follow up on special requests, corporate enquiries or complaints.

• Send confirmation emails for bookings, group proposals, meeting and event enquiries or changes.

  • Follow up on your proposal and event enquiry email within 48 -72 hours.

• When dealing with a guest already inhouse, attempt to follow up while still there and, or check in post-stay for their feedback.

Tools and techniques to support staff:

Scripts, quote templates, and enquiry forms are  flexible tools to guide staff through common scenarios. They help ensure the right questions are asked to gather essential information, enable comprehensive and accurate responses and capture key contact details for effective follow-up.

Role-playing exercises enable staff to gain invaluable practice to real-life situations, while enhancing their skills and building confidence.

Providing constructive feedback through regular reviews and coaching sessions can help refine your team’s skills.

Conclusion

Small to medium hotels have a unique opportunity to create memorable guest experiences through personalised communication. By investing in the right people, providing targeted training and fostering a culture of care and follow-through, your property can turn everyday enquiries into lasting impressions.

At RevenYou, we are committed to helping hotels realise their full potential. If you would like to discuss a program of mystery calls or staff training, we would welcome the opportunity to discuss your specific needs and how we can support your business goals - bringing your vision to life through tailored solutions and expert guidance.

Published: August 2025