Michigan State University Extension
Tourism Educational Materials - 33209401
06/06/02
Hospitality Tips for Hotel and Motel Personnel
Cooperative Extension Service
Mississippi State University
Information Sheet 1095, 1979
Americans are travelers! Of the $57 billion spent annually
by travelers throughout the world, $30 billion is spent
within the United States.
Tourism has doubled the national income growth rate in
recent years. Several important factors which indicate the
travel industry will continue to enjoy a rapid growth are
population growth, increased automobile travel, more
automobiles, more income, shorter work week, longer paid
vacations, and better educated citizens who desire to
travel more. Obviously, the tourist industry has not
reached its potential.
Mississippi has a wealth of tourist attractions which
include a natural resort area on the coast, famous military
landmarks, the Natchez Trace Parkway, reservoirs, state
parks, national forests, excellent hunting and fishing, and
a wonderful climate.
This information has been prepared assist you in becoming
a better sales person for your community and state as you
serve our guests, the tourists.
DO'S and DON'TS of Hospitality
DO make all of your guests feel welcome. Greet them
pleasantly and take the attitude that they are guests in
your own home.
DO be attentive, alert, and cordial, but don't be too
"forward."
DO be courteous and cooperative at all times.
DO have a general knowledge of your community and the
surrounding area.
DO know the telephone number of the Tourist Bureau or
Chamber of Commerce and the most direct route there, so
that if there are questions you cannot answer they can be
referred to the Tourist Bureau.
DO know where "services" can be located.
Do talk up local events.
Front Office Personnel
DO make him feel at home. Your first contact with the
guest is very important. Use a pleasant tone of voice,
smile easily. Be cooperative and courteous. Use his name
several times, there is no sweeter music to the visitor.
DO be attentive, alert, and cordial, but not to "chatty."
DO make complimentary references to guest's home town,
particularly if they have traveled a great distance, such
as "glad to see you've traveled so far to visit us, Mr.
Smith."
DO make casual inquiry if the guest has visited your
community previously, or has stopped at your place of
accommodation before. If not, then offer any assistance
you may deem advisable.
DO inquire if the guest is expecting mail or messages.
DON'T be abrupt, no matter how busy you are.
DON'T send your guests away if your establishment is
filled. Help them if you can, or direct them to the
Tourist Bureau.
Porters and Bell Boys
DO take pride in your work and have a desire to serve
others.
DO handle the guest's luggage with care.
DO offer assistance, when necessary, to guests arriving by
car, regarding parking areas and regulations.
DO make a quick check in the room to see if towels,
glasses, etc. are in order.
DO know the dining room hours, and services provided.
DON'T talk in front of guest doors with other members of
the staff.
DON'T give a grunt for an answer when asked a question.
DON'T chew gum.
What Do You Know About Your Community?
Can you answer these questions about your community and
nearby areas?
- How did your town gets its name?
- What industry employs the greatest number people?
- Where is the Chamber of Commerce?
- Where is the telegraph office?
- Where is the post office?
- Are there colleges in your area? Where are they located?
- Where is the library?
- What is the population of the town?
- Can I go fishing there? Where?
- We can only stay here two days: what do you recommend we
try to see?
- Do you have any service clubs here? Which ones? Are there
any detours or road hazards on the highway leaving here?
- Where can we go to play golf while we're here?
- Where will I find tourist Information?
- Are there any parks or resort areas nearby?
- What churches do you have?
- What motel and hotel accommodations are available ?
- Do you have any museums? Where are they located?
- Where can I get service for my automobile?
- Where can I rind a doctor or a hospital?
- What are the average temperature and rainfall here?
- That are some outstanding attractions in your community?
- Other information about your community?
Ten Commandments for the Mississippi Visitor Host
1. Remember the traveler has been invited to Mississippi.
You are a representative host.
2. Put yourself in the traveler's place-then treat him
accordingly.
3. Do not measure your helpfulness by what the traveler
buys directly from you.
4. Find out the visitor's vacation tastes, then direct him
to the things he will enjoy in your area.
5. Point out, in addition to attractions in your area,
some entirely different attractions elsewhere in
Mississippi.
6. Be genuinely pleasant, cordial, friendly, and
enthusiastic.
7. Be attentive; give the visitor a chance to talk and ask
questions.
8. Do not belittle other states, areas, or cities.
9. Be sure the information you give is correct and that it
is understood.
10. If you cannot accurately answer a traveler's questions,
refer him to your Chamber of Commerce or other tourist
information center.
Originally prepared by William W. Linder and Leon O.
Paulette, former Extension Resource Development Specialists
Distributed by Extension Community Development Department.
Adapted from Publication 595.
Mississippi State University does not discriminate on
grounds or race, color, religion, national origin, sex,
age, or handicap.
Information Sheet 1095
Extension Service of Mississippi State University,
cooperating with U.S. Department of Agriculture. Published
in furtherance of Acts of Congress, May 8 and June 30,
1914. W.M. BOST, Director (5M-10-79)
This information is for educational purposes only. References
to commercial products or trade names does not imply
endorsement by MSU Extension or bias against those not
mentioned. This information becomes public property upon
publication and may be printed verbatim with credit to MSU
Extension. Reprinting cannot be used to endorse or advertise
a commercial product or company.
This file was generated from data base TD on 09/30/03.
Data base TD was last revised on 06/06/02.
For more information about this data base or its contents please contact
alexande@msue.msu.edu . Please read our
disclaimer for important
information about using our site.