Most Essential for Hospitality industry

Presented by:Asian Institute of Hospitality & Tourism

About: Asian Institute of Hospitality &

Tourism

AIHT is a reputed college of hospitality, travel andtourism education in India. Being one of the bestcolleges to study hotel management and travel &tourism management, it offers practical-orienteddegree and diploma courses.

Introduction

Taking care of the guest is the heart of the hospitality business. Doing so means understanding and anticipating what the guest needs and then knowing how to meet and exceed those needs.

Guest service is the act of taking care of the guest's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the guest's requirements are met.

Guest service is meeting the needs and desires of any guest.

Characteristics of Good Service Promptness: Promises for delivery of service must be on time. Delays

and cancellations of products should be avoided.

Politeness: Politeness is almost a lost art. Saying 'hello,' 'good

afternoon,' 'sir', and 'thank you very much' are a part of good guest

service. For any business, using good manners is appropriate whether

the guest makes a purchase or not.

Professionalism: All guests should be treated professionally, which

means the use of competence or skill expected of the professional.

Professionalism shows the guest they're cared for.

Personalization: Using the guest's name is very effective in producing

loyalty. guests like the idea that whom they do business with knows

them on a personal level.

Eleven basic skills of hospitality will serve as a

beginning to achieving this excellence. Smiling Greeting Conversing Using proper telephone etiquette Providing assistance Giving attention Providing positive endings Following through Maintaining a positive attitude Making positive decisions Keeping a sense of humor

Guest Service in Hotels As the centre of front office activity, the front desk is

responsible for coordinating guest services.

Typical guest services involve providing the guest with information and special equipment and supplies

Information Front office personnel need to respond knowledgeably to

guest requests for information. Common guest questions may include: Can you recommend a nearby restaurant? Can you call a taxi for me? Where’s the nearest shopping centre, drugstore? What is the best place to visit in the city? Where is the theater from here? When is check-out time? How do I get to the museum, the library? What recreational facilities are available in the hotel, near the

hotel? When is opening time of your restaurant for breakfast?

Equipment and Supplies Guests may request special equipment and supplies

during the reservations process, at registration, or during their stays. Reservations agents should have a reliable method of recording such requests to ensure that they are satisfied.

When a guest requests special equipment or supplies at registration or during occupancy, they will almost always ask a front desk agent. The agent then relays the request to the appropriate service centre or hotel department for processing.

Equipment and supplies commonly requested by guests include:

Newspaper

Additional clothes hangers

Adaptor

Transformer

Additional blanket

Hairdryer

Roll-away beds

Baby cot, crib

Additional linens/pillows Irons and ironing boards

Guidelines for Complaints Handling

Listen with concern and empathy.

Isolate the guest if possible, so that other guests won't overhear.

Stay calm. Don't argue with the guest.

Be aware of the guest's self-esteem. Show a personal interest in the problem, Try to use the guest name frequently.

Give the guest your undivided attention. Concentrate on the problem, not on placing blame. Do Not Insult the guest.

Take notes. Writing down the key facts saves time if someone else must get involved. Also, Guest tends to slow down when they see the front desk agent trying to write down the issue.

Cont. Tell the guest what can be the best done. Offer choices.

Don't promise the impossible, and don't exceed your authority.

Set an approximate time for completion of corrective actions. Be specific, but do not underestimate the amount of time it will take to resolve the problem.

Monitor the progress of the corrective action.

Follow up. Even if the complaint was resolved by someone else, Contact the guest to ensure that the problem was resolved satisfactory.

Recap Introduction to Guest Service in Hospitality Industry

Characteristics of Good Service

Basic Skills of Service

Guest Service in Hotel Industry

Providing Information, Equipments and Supplies

Handling Guest Complaints

Any Ques…??

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