The ‘golden rules’ of hospitality
September 1, 2001 2 minutes read
The golden rules’ of hospitality
Extend a welcome: Make eye contact, smile, say hello, introduce yourself, call people by name, and extend a few words of concern.
Notice when someone looks confused: Stop and lend a hand.
Take time for courtesy and consideration: Kind words and polite gestures make people feel special.
Keep people informed: Explain what you’re doing and what people can expect in terms they will understand. People are always less anxious when they know what is happening. Continually communicate.
Anticipate needs: You’ll often know what people want or need before they ask. Don’t wait. Act.
Respond quickly: When patients are worried or sick, every minute seems like an hour. When customers/coworkers need information or help, they find delays frustrating.
Maintain privacy and confidentiality: Knock as you enter a room. Watch what you say and where you say it. Protect personal information.
Handle with care: Slow down. Imagine that you’re on the receiving end.
Maintain dignity: Give choices in interactions with patients. Provide privacy. That patient/customer could be your child, your spouse, your parent, or your friend.
Take the initiative: Just because something is "not your job" doesn’t mean you can’t help or find someone who can help. Follow through — do what you say you will do. Take advantage of opportunities for improvement.
Treat everyone with respect: Be approachable. Your words, tone and nonverbal communications should reflect consideration. Address the patients/customers by name and include them in your conversation.
Listen and act: When people complain, don’t blame others or make excuses. Hear them out and do all you can to respond to the problem and make things right.
Help each other: When you help your co-workers, you help customers, too.
Keep it quiet: Noise annoys! It also shows lack of consideration and concern for patients.
Apply telephone skills: Speak clearly, giving an appropriate greeting, name, and department when answering the telephone. Sound pleasant. Be helpful. Listen with understanding. When you’re on the telephone, our reputation is on the line.
Look the part: Professional dress and demeanor build people’s confidence in all of us.
Source: Memorial Medical Center, Johnstown, PA.
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