foo 8
Give 4 Elements
Element 1: reception area for guest arrival
Element 2: Welcome and Register Guests
Element 3: Perform "During Stay Function
Element 4: Organize the departure
the person who works at the front desk of a hotel, greeting and assisting guests.
RECEPTIONIST
Handling Guest Complaints H-E-A-T-F
H - ear the complaint of the guest
E - mpathize with the guest
A - pologize to the guest
T - ake action and be responsible for the complaint
F - ollow-up
Handling Guest Complaints L-A-S-T
L - isten to the guest's complaint
A - pologize immediately to the guest
S - ympathize with the guest
T - hank you the guest for raising the complaint
4 Principles of Cood Service
1. Prompt Attention
2. Attitude
3. Streamlined Procedures
4. Extended Service
Even if you are busy, you must recognize when the guest is
trying to get your attention.You have to tactfully advise him that you will be attending
1. Prompt Attention
You must go out of your way to
take care of a guest's needs.
This may even involve
performing tasks outside your
area of responsibility.
2. Attitude
Procedure that we cannot have a rule or applies to every guest. Common sense must prevail and his every employee should be flexible in
approach. If a guest is standing in front of the desk while the clerk cannot find his reservation and you find a room that does not expect to be sold - out, go ahead and room him. Research the matter later, but make sure you handle the guest as quickly and efficiently as possible.
3. Streamlined
Procedures
Do not leave the guest unattended
after performing your specific
function. Make sure you have
provided bell service or have
explained to him the hotel services
and the location of various
facilities. Try to anticipate guest's
needs.
Extended Service