Unit 7: Other guest related services

Front Office Operations I Notes Third Semester

Other Guest Related Services

 

Guest relation:

Guest relation is a term used to describe the interactions between an organization and its guests, customers or clients. It is a crucial aspect of any business that deals with the public, such as hotels, restaurants, airlines, or any other service industry. Guest relation is all about making guests feel welcome, appreciated, and valued. This includes everything from greeting them with a smile, providing excellent service, and addressing any concerns or issues they may have during their stay.

The main goal of guest relations is to build long-term relationships with guests by creating a positive experience that exceeds their expectations. This can be achieved through various means, such as:

  1. Communication: Effective communication is essential for guest relations. This includes being attentive to guests’ needs, listening to their concerns, and responding to their inquiries promptly and professionally.

  2. Personalization: Guests appreciate personalized attention and services that cater to their preferences. Guest relation involves identifying guests’ needs and preferences and offering tailored services accordingly.

  3. Anticipation: Good guest relation involves anticipating guests’ needs and providing services or products that meet those needs. For example, if a guest is traveling with young children, a hotel may provide child-friendly amenities or activities to keep the children entertained.

  4. Empathy: Empathy is the ability to understand and share the feelings of others. A guest relations team must be empathetic towards guests, understand their concerns, and provide solutions that address their needs.

  5. Attention to detail: Paying attention to details such as cleanliness, aesthetics, and ambiance is essential in creating a positive guest experience. Attention to detail creates an environment that is comfortable and welcoming for guests.

  6. Follow-up: Guest relation is not just about the time the guest spends at the establishment, but also about the post-stay experience. A follow-up communication, such as a thank-you note or a survey, shows guests that their feedback is valued and can help the organization improve their services.

Effective guest relation requires a team effort from all staff members, not just those in direct contact with guests. The organization’s culture should reflect a commitment to guest relation, with all employees trained to provide excellent customer service. It is also important to regularly assess and evaluate the organization’s guest relation practices to identify areas of improvement and maintain high standards of service.

In summary, guest relation is a critical aspect of any service industry that involves creating positive experiences for guests, building long-term relationships, and exceeding their expectations. Effective guest relation involves communication, personalization, anticipation, empathy, attention to detail, and follow-up. A commitment to guest relation should be reflected in the organization’s culture, with all employees trained to provide excellent customer service.

Handling Guest Complaints:

Handling guest complaints is an important aspect of guest relation in the service industry. When a guest has a complaint, it is an opportunity for the organization to show its commitment to excellent customer service and to address the issue promptly and effectively. Here are some steps to follow when handling guest complaints:

  1. Listen attentively: When a guest approaches you with a complaint, listen attentively and patiently to their concerns. Allow them to express themselves fully without interrupting or becoming defensive.

  2. Empathize: Show empathy towards the guest’s situation and acknowledge their feelings. This can help to calm them down and show that you understand their perspective.

  3. Apologize: Apologize for any inconvenience or discomfort caused by the situation. This can help to diffuse the tension and show the guest that the organization takes their concerns seriously.

  4. Clarify the problem: Ask the guest to provide details about the problem, such as when it occurred, what happened, and how it has affected them. Clarifying the problem can help to identify the root cause of the issue and find a solution.

  5. Offer a solution: Based on the information provided, offer a solution that addresses the guest’s concerns. This could be a refund, a discount, a complimentary service, or any other solution that is feasible and acceptable to the guest.

  6. Follow-up: After offering a solution, follow-up with the guest to ensure that they are satisfied with the resolution. This can show that the organization values their feedback and is committed to providing excellent customer service.

It is important to remember that handling guest complaints is not just about resolving the immediate issue, but also about preventing future problems. This can be achieved by:

  1. Identifying the root cause: Once a complaint has been resolved, take time to identify the root cause of the issue. This can help to prevent similar problems from occurring in the future.

  2. Addressing systemic issues: If the complaint highlights a systemic issue within the organization, take steps to address it. This could involve changes in policies, procedures, or training programs.

  3. Regularly assessing guest feedback: Regularly assess guest feedback, such as reviews and surveys, to identify areas for improvement. This can help to proactively address issues before they become complaints.

Effective handling of guest complaints requires a culture of guest satisfaction and a commitment to providing excellent customer service. All employees should be trained on how to handle guest complaints, and the organization should have clear policies and procedures in place for addressing complaints. By handling guest complaints effectively, an organization can turn a negative experience into a positive one and build long-term relationships with guests.

Handling VIPs:

Handling VIPs, or very important persons, is a crucial aspect of guest relation in the service industry. VIPs are often high-profile individuals or groups who require special attention and treatment due to their status, influence, or affiliation with the organization. Handling VIPs requires a high level of professionalism, attention to detail, and personalized service. Here are some steps to follow when handling VIPs:

  1. Prepare in advance: Prior to the VIP’s arrival, gather information about their preferences, interests, and any special requirements. This can help to personalize their experience and anticipate their needs. Assign a dedicated team member to oversee their stay and ensure that all arrangements are in place.

  2. Greet them warmly: Upon the VIP’s arrival, greet them warmly and professionally. Address them by name and offer a personalized welcome message. Escort them to their accommodations and offer a brief tour of the facilities.

  3. Provide personalized service: Provide personalized service that caters to the VIP’s preferences and needs. This could include customized meals, exclusive access to amenities or activities, or any other special requests. Ensure that their accommodations are equipped with all the amenities they require.

  4. Maintain privacy and confidentiality: VIPs often require a high level of privacy and confidentiality. Ensure that their accommodations and activities are kept private and secure. Train staff members on the importance of confidentiality and how to handle sensitive information.

  5. Anticipate their needs: Anticipate the VIP’s needs and provide proactive service that meets their expectations. This could include offering recommendations for local attractions or activities, arranging transportation, or providing any other assistance they may require.

  6. Offer exclusive services: Offer exclusive services that are not available to regular guests, such as private dining, personalized tours, or any other unique experiences. These exclusive services can help to make the VIP’s stay memorable and enhance their overall experience.

  7. Follow-up: After the VIP’s stay, follow-up with a personalized thank-you note or message. This can show that the organization values their patronage and is committed to providing excellent customer service.

Effective handling of VIPs requires a culture of personalized service and a commitment to excellence. All employees should be trained on how to handle VIPs, and the organization should have clear policies and procedures in place for handling VIPs. By handling VIPs effectively, an organization can build long-term relationships with high-value guests and enhance its reputation.

 

Handling mail and messages:

Handling VIPs, or very important persons, is a crucial aspect of guest relation in the service industry. VIPs are often high-profile individuals or groups who require special attention and treatment due to their status, influence, or affiliation with the organization. Handling VIPs requires a high level of professionalism, attention to detail, and personalized service. Here are some steps to follow when handling VIPs:

  1. Prepare in advance: Prior to the VIP’s arrival, gather information about their preferences, interests, and any special requirements. This can help to personalize their experience and anticipate their needs. Assign a dedicated team member to oversee their stay and ensure that all arrangements are in place.

  2. Greet them warmly: Upon the VIP’s arrival, greet them warmly and professionally. Address them by name and offer a personalized welcome message. Escort them to their accommodations and offer a brief tour of the facilities.

  3. Provide personalized service: Provide personalized service that caters to the VIP’s preferences and needs. This could include customized meals, exclusive access to amenities or activities, or any other special requests. Ensure that their accommodations are equipped with all the amenities they require.

  4. Maintain privacy and confidentiality: VIPs often require a high level of privacy and confidentiality. Ensure that their accommodations and activities are kept private and secure. Train staff members on the importance of confidentiality and how to handle sensitive information.

  5. Anticipate their needs: Anticipate the VIP’s needs and provide proactive service that meets their expectations. This could include offering recommendations for local attractions or activities, arranging transportation, or providing any other assistance they may require.

  6. Offer exclusive services: Offer exclusive services that are not available to regular guests, such as private dining, personalized tours, or any other unique experiences. These exclusive services can help to make the VIP’s stay memorable and enhance their overall experience.

  7. Follow-up: After the VIP’s stay, follow-up with a personalized thank-you note or message. This can show that the organization values their patronage and is committed to providing excellent customer service.

Effective handling of VIPs requires a culture of personalized service and a commitment to excellence. All employees should be trained on how to handle VIPs, and the organization should have clear policies and procedures in place for handling VIPs. By handling VIPs effectively, an organization can build long-term relationships with high-value guests and enhance its reputation.

Telephone handling:

Telephone handling is a critical component of guest relation in the service industry. The telephone is often the first point of contact for guests, and it is essential to provide a positive and professional impression. Effective telephone handling requires good communication skills, attentiveness, and the ability to multitask. Here are some steps to follow when handling telephone calls:

  1. Answer promptly: Answer the telephone promptly and professionally. A timely response shows that the organization values the guest’s time and is committed to excellent customer service.

  2. Identify yourself and the organization: Identify yourself and the organization clearly and politely. This helps to establish a professional tone and ensures that the guest knows who they are speaking with.

  3. Listen actively: Listen actively to the guest’s needs and concerns. Allow them to express themselves fully without interrupting or becoming defensive. This can help to build rapport and show that the organization values their feedback.

  4. Speak clearly and confidently: Speak clearly and confidently, using a friendly and professional tone. Avoid using jargon or technical terms that the guest may not understand.

  5. Provide accurate information: Provide accurate information about the organization’s products, services, and policies. If you are unsure about a question, offer to follow up with the guest or refer them to someone who can assist them.

  6. Show empathy: Show empathy towards the guest’s situation and acknowledge their feelings. This can help to build rapport and show that the organization understands their perspective.

  7. Use positive language: Use positive language to convey a can-do attitude and a willingness to assist the guest. Avoid negative language or language that may imply blame or fault.

  8. Offer solutions: Offer solutions that address the guest’s needs and concerns. This could include making a reservation, providing information about the organization’s services, or addressing a complaint. Ensure that the solutions are feasible and acceptable to the guest.

  9. Follow up: After the call, follow up with the guest to ensure that their needs have been met. This can help to build rapport and show that the organization values their patronage.

Effective telephone handling requires a culture of excellent customer service and a commitment to professionalism. All employees should be trained on how to handle telephone calls, and the organization should have clear policies and procedures in place for handling telephone calls. By handling telephone calls effectively, an organization can enhance its reputation and build long-term relationships with guests.

Dealing with safe deposit:

Safe deposit boxes are a common feature of hotels, and their proper handling is essential for ensuring guest satisfaction and security. Safe deposit boxes are used to store valuable items such as jewelry, cash, and important documents. Here are some steps to follow when dealing with safe deposit boxes:

  1. Maintain security: Safe deposit boxes are used to store valuable items, and their security must be maintained at all times. The hotel should have strict policies and procedures in place for accessing and handling safe deposit boxes. Only authorized personnel should have access to the safe deposit boxes, and they should be opened in the presence of the guest.

  2. Explain the process: Explain the process of accessing and using the safe deposit box to the guest. This should include information on how to open the box, how to use it, and the security measures in place to protect the contents.

  3. Verify identification: Before providing access to a safe deposit box, verify the guest’s identification. This can be done by asking for a government-issued ID or passport. This helps to ensure that only authorized persons have access to the safe deposit box.

  4. Keep accurate records: Keep accurate records of all transactions related to the safe deposit box. This should include the name of the guest, the date and time of access, and any items that were removed or added to the box. These records can be used to ensure that the contents of the safe deposit box are accounted for and to address any discrepancies that may arise.

  5. Provide privacy: Provide privacy for the guest when they are accessing their safe deposit box. Ensure that there is no one else present when the box is being opened or closed.

  6. Ensure cleanliness: Ensure that the safe deposit box is clean and free from debris before and after each use. This can help to protect the contents and ensure that they remain in good condition.

  7. Provide assistance: Safe deposit boxes are a common feature of hotels, and their proper handling is essential for ensuring guest satisfaction and security. Safe deposit boxes are used to store valuable items such as jewelry, cash, and important documents. Here are some steps to follow when dealing with safe deposit boxes:

Effective handling of safe deposit boxes requires a culture of security and a commitment to professionalism. All employees should be trained on how to handle safe deposit boxes, and the organization should have clear policies and procedures in place for handling safe deposit boxes. By handling safe deposit boxes effectively, an organization can enhance guest satisfaction and ensure the safety and security of valuable items.

Up selling:

Up-selling is a sales technique used in the hospitality industry to encourage guests to purchase additional products or services beyond what they have already booked. Scanty baggage procedure, on the other hand, is a process used by hotels to manage guests’ luggage when they arrive at the hotel with less luggage than they originally indicated. Here is an explanation of these two procedures:

Up-selling:

  1. Identify opportunities: Look for opportunities to up-sell guests based on their needs and preferences. For example, if a guest has booked a standard room, you may suggest upgrading to a deluxe room or a suite.

  2. Recommend products and services: Recommend products and services that are relevant to the guest’s needs and preferences. For example, if a guest is traveling with children, you may suggest booking a family-friendly activity or service.

  3. Explain the benefits: Explain the benefits of the up-sell, such as additional space, better amenities, or enhanced experiences. This can help to persuade the guest to make the purchase.

  4. Be persuasive but not pushy: Be persuasive in your approach but avoid being pushy or aggressive. Listen to the guest’s objections and address them respectfully.

  5. Close the sale: Close the sale by providing clear pricing information and confirming the guest’s decision. Ensure that the guest understands the terms and conditions of the purchase.

Scanty baggage procedure:

Scanty baggage procedure:

  1. Verify the guest’s information: Verify the guest’s information and reservation details, including their name, room number, and arrival date.

  2. Check for any special instructions: Check for any special instructions related to the guest’s luggage, such as specific handling or storage requirements.

  3. Identify the guest’s luggage: Identify the guest’s luggage based on the description provided by the guest or the luggage tag.

  4. Inform the guest: Inform the guest that their luggage has not arrived or that they have less luggage than they originally indicated. Ask if they would like assistance with procuring additional items or if they have any specific needs related to the scanty luggage.

  5. Provide assistance: Provide assistance to the guest as needed, such as arranging for additional items to be delivered to their room or recommending nearby stores where they can purchase necessary items.

  6. Keep records: Keep accurate records of the scanty baggage procedure, including the guest’s name, room number, arrival date, and any actions taken to assist the guest.

Left luggage procedure:

Left luggage, also known as baggage storage, is a service provided by hotels and other establishments where guests can store their luggage temporarily. Here is an explanation of the left luggage procedure:

  1. Provide information: Provide information on the left luggage service, including the location, hours of operation, and any fees or charges.

  2. Check the luggage: Inspect the luggage to ensure that it is suitable for storage and that it does not contain any prohibited items.

  3. Create a record: Create a record of the left luggage transaction, including the guest’s name, room number, and description of the luggage. Provide the guest with a receipt that includes a unique identification number.

  4. Store the luggage: Store the luggage in a secure location, such as a locked room or cabinet. Ensure that the location is monitored and that only authorized personnel have access to it.

  5. Retrieve the luggage: When the guest returns to retrieve their luggage, verify their identity and match the identification number on the receipt to the luggage. Release the luggage only to the guest or their authorized representative.

  6. Keep records: Keep accurate records of all left luggage transactions, including the guest’s name, room number, date and time of storage and retrieval, and any fees or charges.

It is important to follow the left luggage procedure carefully to ensure that the guest’s luggage is stored securely and that it is easily accessible when they return to retrieve it. By providing a reliable left luggage service, hotels can enhance guest satisfaction and provide a valuable service to their guests.

 

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