Sunday, 28 April 2013
How to Maintain Interaction With Guest
As a hotelier it is your duty to maintain a Good relationship with your Guest. A guest is treated as the ULTIMATE BOSS. As long as you will get guest, your business will run. Without guest you can’t survive. So, for your very own benefit you should try to maintain a good interaction with your guest so that he or she may come again and again and thus you can make business. Our today’s, Training is very much important for all the hoteliers. Whether you may work in Front Office or Food & Beverage or Housekeeping department you need to read this tutorial. It is about how to maintain interaction with guest. Here are some MUST FOLLOWtips you should practice:
1: Any hotel guest and member walking past your working area or waiting to be served by you must be greeted and acknowledged “How are you?” with a warm smile always regardless of your situation with another staff – guest.
2: The hotel guests and members are acknowledged on arrival with eye contact and a warm smile followed by a verbal greeting “Good Morning/Afternoon/Evening follow by can I help you?”
3: The hotel guest’s and member’s name is used and effort must be made to address and remember the guest’s and member’s name
4: Ask the hotel guests and members politely if this is his/her first time using the facility. If he/she is a first time user, attendants are to show him/her around the changing area & explain the facilities & services provided
5: All hotel guests and members shall be served with the following:
- He/she shall be assisted to the locker they were assigned to and assisted with opening their locker.
- One pair of clean slippers and two towels is to be provided.
- His/her shoes will be brought to the shoe rack and inform him/her that their shoes shall be cleaned or polished (compliments from the management)
- Ask if he/she requires any bathrobes
- He/she shall be offered refreshment drinks available from the water cooler located at the club.
6: The hotel guests – members shall receive relevant & accurate responses to any question that may be asked regarding the changing area
7: During servicing, the hotel guest’s and member’s belonging are carefully handled and placed tidily in the location in which they were found
8: Effort shall be made to ensure that the hotel guests and members feel relaxed in the changing area
9: Effort shall be made to ensure first time users feel welcomed and to constantly assist them. The location of the showers, steam rooms, gymnasium, swimming, lockers etc. must be explained to the hotel guests and members and first time users
10: All hotel guest’s and member’s unsafe or anti-social behavior in the changing area must be monitored. Attendants must take steps to ensure that such behavior is prohibited and reported to the manager.
11: On leaving the changing rooms while hotel guests and members are still around, ensure the door is closed quietly and securely
12: Be observant and assist each hotel guest’s -member’s need & requirement.
13: Always be stationed at entrance & ready to receive any hotel guest-member
14: Constantly ask the hotel guests and members if they require any fresh towels when serving in the wet area
15: Offer hotel guests and members cold towels to freshen up upon coming out of the sauna, steam or jacuzzi.
16: Check and balance all amenity supplies on a weekly basis, if in sufficient requisite them every Monday
17: Assist hotel guests and members to switch on the Jacuzzi blower when you see him/her using the Jacuzzi
18: Offer to heat up the sauna with the water bucket and ladle for the hotel guests and members when he/she uses the sauna
19: If a hotel guest and member requests for any form of massage or treatment, please ensure the following:
- Show the hotel guest and member our massage menu and recommend our popular massages/treatments. Offer them a complimentary drink when they confirm the suggested treatment/massage.
- Inform him/her that we require 5 to 10 minutes to arrange and prepare the treatment/massage for them.
- Bring him/her to the relaxation area to wait for his/her treatment. Inform him/her and bring him/her to the therapist once the treatment is ready
20: When hotel guests and members leave the area, always say goodbye and thank them for coming.
