Column: Understanding body language is vital to strong guest relations

01/10/2013 | eHotelier.com

Nonverbal communication is often more effective than words in discerning guests' desires and conveying a welcoming atmosphere within the property, consultant Lily Lin writes. "It is only natural that hotel staff should acquire a good understanding of nonverbal communication and be able to identify their guests' emotional state as well as their likes and dislikes. Not only that, hotel staff should be able to use nonverbal communication to convey friendliness, helpfulness and genuine warmth," Lin writes.

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