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زبان: فارسی
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آكادمى زبان گروه جامع و تخصصى هتل نيوز
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آخرین پیام ها 13
2021-05-22 06:37:01
Section I
Enabling the Service Experience
————————————————
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?
To be continue...
@HotelnewsLA
62 viewsedited 03:37
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.
To be continue...
@HotelnewsLA
97 viewsedited 04:36
2021-05-12 23:19:38
62 views20:19
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.
To be continue...
@HotelnewsLA
80 viewsedited 04:41
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.
To be continue...
@HotelnewsLA
71 viewsedited 04:38
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.
To be continue...
@HotelnewsLA
46 viewsedited 03:38
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.
To be continue...
@HotelnewsLA
117 viewsedited 04:11
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.
To be continue...
@HotelnewsLA
121 viewsedited 03:44
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.
To be continue...
@HotelnewsLA
39 viewsedited 04:12
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...
@HotelnewsLA
96 viewsedited 04:22