New Hampshire Granite State Ambassadors (GSA’s) are volunteers, industry professionals, and residents of New Hampshire who have been trained and certified as “New Hampshire Information Specialists.” The Granite State Ambassadors are a 501(c)3 nonprofit, charitable organization and an invaluable resource that enriches NH’s second largest revenue generating industry-tourism. The Granite State Ambassadors program is dedicated to meeting and exceeding the informational needs of guests and residents of the State of New Hampshire through in-depth training and active participation of our certified Ambassadors. GSA’s believe in volunteerism, participation, cooperation and in training and demonstrating the essence of NH Hospitality. GSA’s hope is that a smiling group of engaged residents welcoming guests to this beautiful state is an idea that will live on in New Hampshire tradition!

The GSA's have a lot in common with a hotel Receptionist when it comes to providing guests with exemplary guest service. GSA's volunteer at NH member visitor and information centers/special events and answer guests' questions about New Hampshire's popular attractions, events, hospitality services, out door activities and etc. This is also what a Receptionist does for guests not only at check in but throughout the guests stay.

Here are some ways that GSA's show that they are engaging and listening closely to what a guest is asking and saying.

Active Listening Skills

A. Listening Techniques

Listen all the way through, without interruption
Ask open-ended questions (non-yes or no answers to gain general information)
Listen for feelings as well as words
Repeat or restate what the guest said (if it's complicated)
Say something that shows you understand how the guest feels (empathize)
Ask closed questions to gain specific information (yes or no answers)
Acknowledge feelings, both positive and negative
Encourage the guest to keep explaining or talking by using non-committal words and a positive tone of voice (I see, I understand, interesting...)
Maintain non-verbal communication with waiting guests (eye contact, smile...)

B. Listen for

What the guest is feeling (is in a hurry and 'just' wants a map or needs to get into room ASAP)
What the guest wants (map of the city, state or New England)
What the guest is thinking (how much is this going to cost me?)

C. Listening Errors

Not listening to every word that is said (I need directions, What time is check out?, Is there complimentary breakfast?)

Jumping to conclusions or underestimating who you are speaking with

Interrupting and not letting guests finish speaking

Not wanting to listen (eating while you are waiting on a guest)

Body Language

Clues	Possible Meaning
The way a guest walks and stands	Tired, busy, desperate
Tapping finger or glancing at watch	Impatient, in a hurry, late
Arms crossed over chest	Angry annoyed, cold
Chewing on fingernails	Hungry, bored, impatient
Smiling	Happy, good mood
Frowning	Trying to understand
Closed eyes	Sleeping, bored, tired
Clenched teeth or mouth/ smiling tightly	Not happy
Staring	Wants your attention
Tone of voice	Signals a variety of moods
Clearing of throat	Wants attention, has a cold

Conversation & Phone Etiquette

Use an approved greeting including your name when answering the phone.
Don't answer the phone as if you ran to it - take a deep breath first.
Smiling while talking on the phone actually improves your tone of voice.
Listen intently and stay focused on the guest or callers needs.
If relevant, take notes while they speak. Ask to repeat, if necessary, to get correct spellings.
Use helpful and respectful words in your responses.
Ask if there is something else you may help them with.
Thank them for visiting or calling.
Let the caller walk away or hang up first.

Generational Differences- Preferred Methods of Receiving Information

	Traditionalists 1922-43	Baby Boomers 1944-64	GenX 1965-77	GenY/Millennial 1978-95	GenZ 1996 -
Values	Loyal, disciplined, conforms	Likes to be involved, generally optimistic	Informal, fun, skeptical	Confident, social, realistic	Receptive, culturally sensitive, service oriented
Family Style	Traditional	Disintegrating	Latch-key kids	Non-traditional	Non-traditional
Information Sources	Newspapers, books, peers, TV	TV, websites, newspapers	Websites, TV, books	Email, Facebook, Pinterest, Instagram, Hangouts	Chatrooms, Hangouts, YouTube, Snapchat, Instagram, TikTok
Communication Methods	Direct, phone	Phone, no time constraints on calls	Cell phone, email. Doesn't like to be called at home	Social media, cell phone, prefers text	Text, social apps like Kick

Today's families come in all shapes and sizes and multi-generation travel is becoming more of a norm. Things that drive the multi-generational traveler's decisions on what to do are:

Memories - Time spent creating experiences

Convenience - Pre-planned itineraries

Value - Traveling in a large group has price breaks