No Matter Where You Live

Better serve your visitors by

increasing your knowledge of, or

gently reminding you of hospitality

techniques.

Gain a greater awareness of how to

engage your audience by recognizing

hospitality techniques.

Following up with your guests to

ensure that they have had an

enjoyable and productive visit at

your campus.

Rhett and Scarlett

Magnolia blossoms (or any blossoms)

Mint Juleps

Sweet Tea

Grits

Southern Accents

Good Manners

FOOD

Porch Sitting

Guitar Picking

History

NOT South Florida!

According to Wikipedia - Southern

Hospitality is a phrase used in

American English to describe the

stereotype of residents of the

Southern United States as

particularly warm, sweet, and

welcoming to visitors to their homes,

or to the South, in general.

H O S P I T A L I T Y

It’s kind of like personality – your

hospitality techniques display the

personality of your campus. If your

tour guide has a welcoming

personality and your staff (and tour

guide) are hospitable to your guests

– then you’ve got what it takes to

grow your very own

SOUTHERN HOSPITALITY!

• Say HELLO!

• Make sure you are letting your guests know

they are welcome in your space.

• Make them feel comfortable

• Treat them like they are visiting your home

(your home away from home!)

• Make sure they know where to go (restroom,

check in, to speak to Admissions, Advisors,

etc…)

• Be proactive. You know more about your

space than they do. Take care of them.

Hi Y’all !

Come on in!!!

Make sure you are prepared for the

weather so that you can make sure

that THEY are also.

Offer water, ponchos, etc.

Make your guests feel comfortable.

Open your doors to your guests

Open your eyes to their needs and the

questions they want answered

Offer information, water, snacks (if

you have them), and more information

Physically open doors as you are on

your tour. Wait for your guests to

enter the space before starting your

information on that part of the tour.

Hold the door.

Share what they are going to do on

the tour, with whom, and how much

time it will take

Share information and where to find

it when they go home

On the tour – the tour guide should

share his/her personal experiences at

your college. Tell your story!

Share what they are welcome to do on

their own if they choose.

Personalize the tour as much as you

can for your guests. Find out what

they are interested in.

Tell your guests your personal

experiences. Again -Share your

story! Student guests want to know

what it’s like to be in college.

Be Proactive – Anticipate questions

and be prepared with answers.

Be interested in your tour guests

Share your interest in your college

and the many programs you offer.

Share your unique perspective.

Be interested in their experience –

perhaps their parents are alumni.

Find out what led them to an interest

in your school.

Tell them what they came to find

out

Tell them how to apply

Tell them how to find out more

When you talk, use good manners

Turn negatives into positives

Train, train, train….

Ask them where they are from

Be authentic

Ask them what they are interested in

studying. The more you know, the

better energy you will feel from your

guests on your tour as you share with

them.

Ask them where they are in their

college decision.

Ask them if they have applied if

applicable.

Ask them about their other interests

so that you can share their ability

to pursue them at your university.

Love your group – let them know you

are there for them. You are ‘their

person’.

Love your school – let them see how

much your school means to you, how it

has helped you grow, get involved,

and been good for your overall

development.

Inspire your tour guests to want to

have their own experience on your

campus

Inspire your tour guests with your

own personal story

Inject your tour with humor.

Thank them for coming to visit your

campus when they arrive and thank

them when they leave.

Take your guests to their next stop

on campus, if possible.

Take the time to say goodbye to each

family.

Email or telephone to follow up

You can say YAY when the tour is

over!

You must take care of yourself to be

your best. Get plenty of rest. Eat

right. Enjoy your life!

You must maintain an interest in the

changes at your institution to keep

it interesting for you to share and

for your guests to learn.

You make a difference !

YOU are the face of your institution

– many times the first one they see!

Put your best face forward.

Southern Hospitality should also be

practiced on the phone. Use your

best manners, be proactive. Guide

them through the online processes.

Southern Hospitality should also be

practiced in composing and answering

emails. Be prompt, helpful, and

polite. Always address your contact

(Dear, Hello, etc…), and close with

your complete information if needed.

Keep your contact and their needs in

mind. Cover all the bases. Be

thorough with your information.

Post compliment cards, emails,

etc., in the office for all to see.

It’s a great boost for your staff

and a motivator too!

Share the things that other staff

members say about your tour guides

with them. They love the feedback!

Rocking Chairs (Cracker Barrel)

Swings and gliders

Fans

FOOD – grits, fried green tomatoes,

cornbread, gator tail, venison

Comfort

Secret ingredients – cakes, biscuits,

canning, creamed corn, etc…

Friends

Family

Hey Y’all!

Y’all come back when you will!

Bless Your/His/Her Heart! (can be

used in a good way or a bad way)

It’s fixin’ to come a storm/gully

washer/toad strangler

Come on in and fix a plate!

They were running around like a

chicken with their head cut off!

Well, I reckon….

I’m fixin’ to…..

I’ll have a Coke please and thank

you! (meaning a multitude of

different soft drink brands)

I’d like to thank y’all for coming

out today!

Each of you can practice these steps

to give your tours more of a Southern

Hospitality flair!

Stay in touch!

Better yet – Come on down and visit

Jacksonville, FL and stop in at UNF

for a visit! Let me know you’re

coming by and I’ll have some sweet

tea ready for you!