Want to Increase Revenues and Have Positive Hotel Reviews? Is Your Hotel Staff Trigger-Proof? - By Gay Lynn Williamson-Grigas
If you are in hospitality and guest services, you probably consider yourself a 'people person' who likes working with others and, hopefully, solving problems so that everyone is satisfied. But dealing with unhappy guests day in and day and trying to please your superiors can get the best of you. Everyone has buttons and when they get 'pushed' we become 'triggered.'
What do I mean by “being triggered”? Everyone has different triggers, which are as varied as our personalities, but our responses are much the same. For example a guest or co-worker blames us for something and we automatically become defensive. Defensiveness indicates we have been triggered. As adrenaline hits our system our hearts beat faster, our faces flush, and our bodies tense. It’s difficult to mask strong reactions like these with fake smiles and appropriately scripted phrases. When someone can push our buttons or trigger us they potentially own us—which means they control us.
