The power of non-verbal communication in the hotel industry
- Eric Alauzen
- Jun 23
- 3 min read
In the hotel industry, every gesture, especially unconscious ones, counts... Have you ever had the impression that the person you were talking to during your stay at a hotel was saying exactly the opposite of what their behaviour was expressing?
A facial expression, a smile, a posture, a gesture can say much more than words. Body language — often unconscious — shapes the customer experience, reinforces or weakens speech, and reveals the quality of the welcome long before the first word. In a world based on human interaction, non-verbal communication becomes a powerful lever for hospitality.
A look never lies and can unfortunately be very telling if it is laden with negativity. A forced smile has no place in the hotel industry, and abrupt gestures are synonymous with impatience and barely controlled annoyance.
The way we say things has more impact than what we say. But above all, let's not underestimate the importance of verbal communication: non-verbal and verbal communication are the yin and yang of customer satisfaction, service excellence and the good reputation of a hotel business.
The power of non-verbal communication in the hotel industry
The welcome: the first opportunity for non-verbal communication
Imagine a guest walking through the door of a hotel after a long journey. They are tired, perhaps a little stressed. They are looking for reassurance, attention and a warm welcome.
What they observe — often unconsciously — says a lot about the quality of the service:
An open and upright posture inspires confidence.
A frank and welcoming lookinvites dialogue.
A sincere smileconveys warmth and kindness.
Calm and controlled gestures demonstrate professionalism and attentiveness.
Remember: impatience, stress, annoyance, disinterest, etc. can easily be seen through non-verbal communication such as crossed arms, averted gaze, a closed face, disorderly or inappropriate gestures (running your hands through your hair, etc.) or a slumped posture (leaning against the wall, hands in pockets, slouching at the reception desk or in a chair, etc.) will immediately send a negative signal, even if the words spoken are perfectly polite.
A universal skill... that sets you apart
In a sector where comfort standards are often comparable, people become a major differentiating factor.
A customer will not always remember the brand of mattress, but they will remember very well how they were welcomed, looked at and listened to.
Body language can make this experience positive, sometimes even creating a lasting emotional bond.
Non-verbal communication in tense moments
Body language is even more crucial in delicate situations: a customer complaint, a misunderstanding, a delay in the room. In these moments, calmness, active listening and body control can make all the difference.
An employee who adopts a listening posture (body leaning slightly forward, hands visible, attentive gaze) sends a clear message: I am here for you, I am listening to you.
This is often what defuses tension, much more than a sales pitch or an overly technical response.
Mastering non-verbal communication cannot be improvised. It requires awareness of your own gestures, understanding what they convey and learning to adjust them to each situation.
Remember...
‘Non-verbal communication has 65 to 93% more impact than verbal communication’ Darlene Price, author of ‘Well Said! Presentations and Conversations That Get Results’.
In summary: the body is the hotel's first ambassador
In the hotel industry, every employee is an ambassador for the establishment, and their body is often the first message they send to guests.
Learning to listen with your eyes, speak with controlled gestures and smile sincerely is a fundamental skill in creating an unforgettable customer experience.
‘We cannot not communicate.’ — Paul Watzlawick (1921-2007), Austrian psychologist.
Managing non-verbal communication plays an important role in our savoir-être skills training at EA Pro Nantes Formation. Please feel free to contact us or consult our brochures.
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