HOTEL LANGUAGE

2021-07-27 07:01:57 Section II
Delivering the Service Experience
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Chapter 4
The Check-In Experience

Technique 54

Offer a Sticker Treasure Hunt

At check-in, young children can be given sticker books. They can collect more stickers for the books by either visiting various locations around the hotel or by visiting local attrac- tions. This effort, in essence, serves as a treasure hunt by means of the sticker book.

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2021-07-17 06:34:40 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 53

Have Word Search Puzzles and Coloring Sheets at the Front Desk

Welcome the children checking in as well as the adults. Surprise them with a word search puzzle or coloring page directly relating to your hotel. Such items occupy the child’s time as well as make them feel welcome.

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2021-07-15 08:26:56 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 52

Offer a Pet

When a child is checking-in with parents, ask the child if she brought a pet. When she says ‘no’ ask her if she would like a pet for the duration of her stay. When she says ‘yes’ then let her pick a fish from a fish tank and put it in a fish bowl in her guestroom.

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2021-07-14 06:41:16 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 51

Incorporate a Guessing Game for Children

Keep a cardboard box with a hole in it behind the front desk. When a child is checking-in with parents, if the front desk is not too busy, ask the child if s/he would like to feel inside the hole and guess what the box contains. If the child guesses correctly, then s/he wins a prize. Unique objects such as a pine cone can be the touch-item in the box. Prizes can be small trinkets ordered from a vendor such as Oriental Trading Company. Or, a series of three boxes can be set-up and if the child guesses all three items correctly then s/he can be issued a certificate.

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2021-07-10 06:38:30 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 50

Use High Quality Pens at the Front Desk

Always have an ample supply of high-quality pens at the front desk for guests to use while checking-in. At least one person per group must physically touch the pen. The use of a high-quality pen is a subconscious signal of attention to detail.

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2021-07-05 07:08:04 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 49

Designate a Children’s Check-In Spot

If a significant number of family check-ins are expected on a given day, designate a spot at the front desk with a sign reading ‘children’s check-in’ and place a step-stool at the spot so that children can see over the front desk. As a component of the children’s check-in, the child could be asked if s/he would like to provide a signature on a document. Such a signature request might be the first time the child has ever been asked for his/her signature.

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2021-07-04 06:46:47 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 48

Dispense Information on Tour Bus

If your hotel has tour buses staying at the hotel, have a representative get on the bus before the guests disembark. The hotel representative will have an opportunity to welcome the guests to the hotel, explain outlet hours, and any perti- nent information regarding their stay. If they have to wait in line to give a credit card, they can be instructed at this time. Once they enter the hotel you will lose the “togetherness” of the group.

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2021-06-26 07:09:39 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 47

Offer Infused Water at Check-In

During prime check-in hours, keep a beverage dispenser of infused water in the lobby area. Guests can be instructed to help themselves to the water that can be infused with flavors such as strawberry or cucumber.

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2021-06-15 06:19:32 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 46

Eliminate the View of Employee Trashcans

A trashcan does not engender a sense of hospitality. Trash- cans used behind the front desk should be positioned so that guests cannot see them.

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2021-06-12 06:21:54 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 45

Use Strong Verbal Greetings at Check-In

A front desk associate should never address a guest with the phrase ‘checking in?’ Such a greeting does not engender a spirit of hospitality. Would an initial greeting to a visiting friend at your home be ‘staying with me?’

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