HOTEL LANGUAGE

2021-05-22 06:37:01 Section I
Enabling the Service Experience
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Chapter 2
Frontline Employee Training

Technique 35

Check Websites for Accuracy

During off-peak times, front desk associates should be trained to routinely check websites that describe the hotel for accuracy. Are the hours of operations correct for the various departments? Are the hotel’s features and amenities listed correctly?

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2021-05-18 07:36:14 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 34

Make Guests the First Priority

Who’s more important, the manager or the guest? The entire management team should understand that when an employee is engaged with a guest, the guest is most important. Likewise, some employees think that “Oh there is a manager, I better acknowledge him/her.” Both management and staff should be taught to focus on the guest first.

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2021-05-12 23:19:38 باز کردن / نظر دهید

2021-05-11 07:41:58 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 33

Use Strong Telephone Greetings

An associate’s name is important to a guest. All associates should be trained to state their names when they answer the telephones in their departments.

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2021-05-09 07:38:14 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 32

Tell Jokes and Riddles to Children When Appropriate

All frontline associates should be instructed to learn at least one children’s riddle that can be told when children move through their areas accompanied by their parents. A basic Internet search reveals numerous websites listing children’s jokes and riddles.

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2021-05-08 06:38:19 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 31

Use Hospitable Responses to ‘How are you?’

If an associate is asked by a guest ‘how are you?’ the asso- ciate should not respond that s/he is happy because s/he is ‘off tomorrow.’ Expressing happiness because of an upcoming separation from guests does not communicate a hospitable culture.

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2021-05-06 07:11:55 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 30

Do Not Unnecessarily Disclose Overbooking

Reservationists should be trained never to tell guests that they are overbooked on a requested night. Simply stating that the hotel is full would suffice in the conversation. Overbook- ing is viewed by many consumers as an unethical and greedy practice.

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2021-05-05 06:44:47 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 29

Smile While on the Telephone

A mirror should be hung in front of all hotel reserva- tionists and they should be trained to check their smiles in the mirror when conversing with potential guests. Smiling changes voice tone and inflection.

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2021-05-03 07:12:37 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 28

Set the Tone During the Reservation Process

When a guest makes a reservation via the hotel, it creates a great opportunity to get them excited about coming to the hotel. The tone of the reservationist’s voice is very important and has the opportunity to start the exceptional guest service before they even arrive at the hotel. Reservationists should be trained to speak with enthusiasm, so the guest will feel it too. This enthusiasm sets the tone for their stay.

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2021-05-02 07:22:52 Section I
Enabling the Service Experience
————————————————
Chapter 2
Frontline Employee Training

Technique 27

Teach Proper Response to ‘Thank You’

All associates should be trained to reply with ‘thank you’ when a guest says ‘thank you’. Intense competition in the hotel sector mandates that guests feel appreciated for their business. Replies to ‘thank you’ such as ‘no problem’ do not communi- cate appreciation or leave a lasting impression.

To be continue...

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