Okay, so picture this. You've just arrived at the Grand Palace Hotel.
Ah, the Grand Palace,
right? After like the longest travel day ever, you just want to like get to your room.
Absolutely. But first,
the dreaded check-in.
You got to check in. So, we're going to deep dive into a conversation between a guest and the receptionist.
I'm ready.
And uh the guest's name is Robert White.
Okay.
It seems simple on the surface, but trust me, there is like a lot more going on here than you I think.
Cool.
So, right away, Robert and the receptionist are like super polite,
like please and thank you.
Yeah. Good afternoon, please. Thank you.
Right.
We all know like good manners matter, but
is there something more strategic going on here?
Well, yeah. I mean, politeness, it's kind of like a social lubricant.
Okay.
You know, it just smooths things over.
Interesting.
It shows respect. It builds rapport,
right?
Creates a good atmosphere,
especially there's going to be some back and forth. Exactly. Because even checking into a hotel can be a little bit of a negotiation.
Totally.
So, yeah, it's setting the tone for a smooth interaction.
Okay. So, politeness is great.
Yeah.
But we got to make sure they actually have the right details, you know,
of course,
confirmation time,
the essentials.
Name length of stay room type.
Pretty basic stuff.
Yeah. But it's basic for a reason,
right?
It's like laying the foundation. Okay.
You know, making sure everyone's on the same page before you move forward
to avoid those like Wait, this isn't what I booked moment.
Oh, the worst.
I actually had one of those once.
Oh, no. Really?
In Rome, I was convinced I booked this room with a balcony.
Oh, no.
Overlooking the coliseum.
Sounds amazing.
But I ended up facing a brick wall.
Oh, no.
Not exactly the Roman holiday I was hoping for.
Wow.
Anyway, back to Robert. His reservation's all good.
Okay.
But he doesn't stop there.
Oh,
he goes for the upgrade.
Ooh, an upgrade.
The sweet life. Fancy,
but look at how he asks. I was wondering if there's a possibility to a suite.
Subtle,
right? It's not demanding. He's just inquiring.
Very clever.
So, how does that framing technique work?
Well, it makes him sound, you know, flexible,
open to possibilities, which, you know, can increase his chances of success.
It's like he's just like putting it out there.
Exactly. Planting a seed.
Yeah. And the receptionist, she totally picks up on it.
Oh, yeah.
She immediately gives him the options.
Okay. And the price a junior suite for $50 more per night.
Not bad.
Pretty smooth, right?
Well, it's a classic upselling technique.
Oh, really?
Yeah. She's presenting a slightly more expensive option.
Okay.
And this plays on what's called anchoring bias.
Anchoring bias.
So, that first price she mentioned, the junior suite.
Yeah.
That becomes the reference point.
I see.
So, anything cheaper will suddenly seem like a much better deal.
So, wait, is that junior suite actually a good deal
or is Robert getting played?
That's a have one. It all depends on Robert's priorities.
Yeah.
You know, how much value he places on that upgrade.
True.
But psychologically speaking,
yeah,
the receptionist has definitely made that offer look a lot more appealing.
Interesting. And he went for it.
He did.
Maybe he's celebrating something.
Could be.
Or maybe he just needs room for his luggage.
Maybe.
Who knows?
Yeah.
But he's not done yet.
What else does he ask?
He asks about incidental charges.
Smart.
The airport shuttle.
Okay.
And if breakfast is included, Wow,
this guy's a pro.
He is. He's thinking ahead, anticipating his needs, gathering all the information.
Exactly. And it shows the receptionist. Yeah.
That he's a seasoned traveler,
right?
He's efficient. Yeah.
And he wants clear communication.
She probably appreciates that.
And she's great. She answers every question really clearly. Good.
And even offers to schedule the airport shuttle for him.
Nice.
Top-notch customer service.
Absolutely.
So, what do you think? What does that sweet upgrade tell us about Robert? Well, it could mean he values comfort in space.
Yeah.
Or maybe he's on a business trip,
needs a professional setting for some meetings.
Could be.
Or maybe he just wants to impress someone.
Oo, mysterious,
right? But we're getting a glimpse into his priorities and his expectations.
And the receptionist's role is key here.
Oh, absolutely.
Her tone,
her responsiveness,
it all contributes to the guest experience.
And in this case, she's setting the stage
Yeah.
for a really smooth and enjoyable will stay
definitely.
So this hotel check-in,
yeah,
it seems so basic.
Totally.
But it's really this like
it's
dance of information exchange,
right?
Subtle negotiation,
strategic communication.
So interesting, right?
I know. Who knew?
It really makes you think about these everyday interactions.
It does.
You know, like the next time you check into a hotel,
Yeah.
pay attention to those little dynamics. What tactics are they using? How does the staff's approach affect your experience? That's a good point.
You might be surprised by what you notice.
I think I will be.
Yeah,
this was a good one.
It was fun.
Until next time.
See you.
Bye.
Bye.
De acuerdo, imagina esto. Acabas de llegar al Grand Palace Hotel.
Ah, el Grand Palace,
verdad? Despus de lo que parece el da de viaje ms largo de tu vida, solo quieres llegar a tu habitacin.
Totalmente. Pero primero,
el temido check-in.
Tienes que registrarte. As que vamos a sumergirnos en una conversacin entre un husped y la recepcionista.
Estoy listo.
Y, eh, el nombre del husped es Robert White.
Bien.
Parece simple en la superficie, pero creme, hay mucho ms en juego de lo que piensas.
Genial.
As que, desde el principio, Robert y la recepcionista son sper amables,
con por favor y gracias.
S. Buenas tardes, por favor. Gracias.
Exacto.
Todos sabemos que la buena educacin es importante, pero
hay algo ms estratgico en juego aqu?
Bueno, s. Quiero decir, la cortesa es como un lubricante social.
Ok.
Ya sabes, simplemente suaviza las cosas.
Interesante.
Muestra respeto. Construye una buena relacin,
verdad?
Crea un buen ambiente,
especialmente si va a haber un intercambio de palabras. Exactamente. Porque incluso registrarse en un hotel puede ser un poco una negociacin.
Totalmente.
As que s, est estableciendo el tono para una interaccin fluida.
Ok. Entonces, la cortesa es genial.
S.
Pero tenemos que asegurarnos de que realmente tengan los detalles correctos, ya sabes,
por supuesto,
confirmacin de hora,
los elementos esenciales.
Nombre, duracin de la estada, tipo de habitacin.
Cosas bastante bsicas.
S. Pero es bsico por una razn,
verdad?
Es como sentar las bases. Ok.
Ya sabes, asegurndote de que todos estn en la misma pgina antes de seguir adelante
para evitar esos momentos de "Espera, esto no es lo que reserv".
Oh, lo peor.
De hecho, me pas una vez.
En serio?
En Roma, estaba convencido de que reserv una habitacin con balcn.
Oh, no.
Con vista al Coliseo.
Suena increble.
Pero termin con vista a una pared de ladrillos.
Oh, no.
No exactamente la escapada romana que esperaba.
Vaya.
En fin, volviendo a Robert. Su reserva est bien.
Ok.
Pero no se detiene ah.
Oh,
va por la mejora.
Oh, una mejora.
La buena vida. Elegante,
pero mira cmo lo pide. Me preguntaba si hay posibilidad de mejorar a una suite.
Sutil,
verdad? No es exigente. Solo est preguntando.
Muy astuto.
Entonces, cmo funciona esa tcnica de encuadre?
Bueno, lo hace sonar, ya sabes, flexible,
abierto a posibilidades, lo cual, ya sabes, puede aumentar sus posibilidades de xito.
Es como si solo lo estuviera sugiriendo.
Exactamente. Plantando una semilla.
S. Y la recepcionista lo capta por completo.
Oh, s.
Ella le da inmediatamente las opciones.
Ok. Y el precio: una suite junior por $50 ms por noche.
No est mal.
Bastante fluido, verdad?
Bueno, es una tcnica clsica de venta adicional.
En serio?
S. Est presentando una opcin un poco ms cara.
Ok.
Y esto juega con lo que se llama sesgo de anclaje.
Sesgo de anclaje.
Entonces, ese primer precio que mencion, la suite junior.
S.
Eso se convierte en el punto de referencia.
Entiendo.
Entonces, cualquier cosa ms barata de repente parecer una oferta mucho mejor.
Entonces, espera, esa suite junior realmente es una buena oferta
o estn engaando a Robert?
Buena pregunta. Todo depende de las prioridades de Robert.
S.
Sabes, cunto valor le da a esa mejora.
Cierto.
Pero, psicolgicamente hablando,
s,
la recepcionista definitivamente ha hecho que esa oferta parezca mucho ms atractiva.
Interesante. Y l la acept.
Lo hizo.
Quizs est celebrando algo.
Podra ser.
O tal vez necesita espacio para su equipaje.
Puede ser.
Quin sabe?
S.
Pero no ha terminado an.
Qu ms pregunta?
Pregunta sobre los cargos adicionales.
Inteligente.
El servicio de traslado al aeropuerto.
Ok.
Y si el desayuno est incluido. Wow,
este tipo es un profesional.
Lo es. Est pensando con antelacin, anticipando sus necesidades, recopilando toda la informacin.
Exactamente. Y muestra a la recepcionista. S.
Que es un viajero experimentado,
verdad?
Es eficiente. S.
Y quiere una comunicacin clara.
Probablemente ella lo aprecie.
Y ella es genial. Responde a cada pregunta con mucha claridad. Bien.
E incluso se ofrece a programar el servicio de traslado al aeropuerto para l.
Genial.
Servicio al cliente de primera.
Absolutamente.
Entonces, qu piensas? Qu nos dice esa mejora de suite sobre Robert? Bueno, podra significar que valora la comodidad y el espacio.
S.
O tal vez est en un viaje de negocios,
necesita un ambiente profesional para algunas reuniones.
Podra ser.
O tal vez solo quiere impresionar a alguien.
Oh, misterioso,
verdad? Pero estamos viendo un vistazo a sus prioridades y expectativas.
Y el papel de la recepcionista es clave aqu.
Oh, absolutamente.
Su tono,
su capacidad de respuesta,
todo contribuye a la experiencia del husped.
Y en este caso, ella est preparando el escenario
S.
para una estada realmente fluida y placentera.
Definitivamente.
Entonces, este check-in en el hotel,
s,
parece tan bsico.
Totalmente.
Pero en realidad es como
un
baile de intercambio de informacin,
verdad?
Una negociacin sutil,
una comunicacin estratgica.
Muy interesante, verdad?
Lo s. Quin lo dira?
Realmente te hace pensar en estas interacciones cotidianas.
Lo hace.
Sabes, la prxima vez que te registres en un hotel,
S.
presta atencin a esas pequeas dinmicas. Qu tcticas estn usando? Cmo afecta el enfoque del personal tu experiencia? Es un buen punto.
Podras sorprenderte por lo que notas.
Creo que lo har.
S,
este estuvo bien.
Fue divertido.
Hasta la prxima.
Nos vemos.
Adis.
Adis.
