clienttypologiesandtheirtreatment(I)

Every guest is unique, but understanding certain general typologies helps staff adapt their approach and offer a more personalized and efficient service.

The ability to recognize a guest's profile, whether by their reason for travel, their behavior, or their status, allows us to anticipate their needs and manage the interaction in the most appropriate way, ensuring their satisfaction.

Classification by Travel Profile

The reason for the trip largely defines the guest's expectations and behavior.

Couples with children: This increasingly common segment seeks rest and enjoyment with the family.

For housekeeping staff, this involves a greater volume of work, such as placing cribs or extra beds, and a greater amount of bed and bath linens to manage.

The treatment towards them must be especially friendly and affectionate, especially with children, since these families greatly value cordiality.

Business client: Usually stays during the week, leaves the hotel early and returns at the last minute.

They are generally tidy guests with little luggage, which makes room cleaning faster.

Dealing with them should be polite, cordial, and efficient, without seeking prolonged conversation, as their main objective is rest and functionality.

Elderly people: This type of client mainly seeks a pleasant, comfortable, and quiet environment.

Their routines may imply that the room needs to be cleaned in shorter periods of time, for example, between the morning walk and lunchtime.

Staff should approach them with kindness, patience, and tolerance, always treating them as adults and offering them the help they may need.

Classification according to Behavior

The client's personality also determines the way of interacting.

The difficult client: This is a demanding profile, who protests easily and never seems to be satisfied, and can become haughty or offensive.

For When dealing with them, it is essential to remain calm and serene, avoid arguments, pay special attention to them, understand their complaints and resolve them promply, agreeing with them even if they are not right in order to defuse the conflict.

The friendly customer: They are kind and cordial, but can sometimes be very talkative, which can delay the work.

You should be approachable and courteous, but without giving them excessive trust and knowing how to stop the conversation politely when necessary.

The shy customer: They are uncommunicative and indecisive. They require time and space to make their decisions, without interrupting or pressuring them.<