- How do you deal with an unhappy hotel guest?
- What is the 5 10 rule in hospitality?
- What are the common problems of hotel?
- Why do housekeeping and the front office need to communicate with each other?
- What do hotel guests really want?
- What are fun things to do in a hotel?
- How would you handle a difficult guest?
- How do you handle guest concerns?
- How do hotels interact with guests?
- How do you communicate with guest in front office?
- How do you make hotel guests feel special?
- How should you speak to guests?
- How do you greet and seat the guest?
- What are different ways to say your welcome?
- How do you welcome a guest?
- How do you deal with a walk in guest?
How do you deal with an unhappy hotel guest?
Always respond amicably and treat your guest well.
Understand they want – empathy, apology.
Respond with an apology and pay attention to what your guest has to say.
An apology will calm down an agitated guest and you’ll be able to address the problem well once you understand the issue..
What is the 5 10 rule in hospitality?
The 10 and 5 rule is a simple guideline that is widely used in the hospitality industry. The rule dictates that when a staff member is 10 feet from a guest, the staff smiles and makes direct eye contact, and when they are within five feet, the staff verbally greets the guest.
What are the common problems of hotel?
Here’s our list of common issues that hotel guests encounter when staying at a hotel.Unclean Rooms. This is a common issue with lower end hotels, but a complaint like this can happen even to the best hotels out there. … No Hot Water. … Rude Staff. … Surprises. … Uncomfortable Rooms. … Bad Food. … Conclusion.
Why do housekeeping and the front office need to communicate with each other?
As guest check out, the front office notifies housekeeping. Housekeeping ensures that these rooms are given top priority in servicing, so that clean rooms are available for sale. To ensure efficient rooming of guests, both housekeeping and front office must inform each other of changes in a room’s status.
What do hotel guests really want?
Top amenities of interest to those looking for a more home-like experience include: a better WiFi connection than currently offered (59 percent); their preferred coffee/tea selection in-room (38 percent); their preferred toiletries in-room (33 percent); a white noise machine (20 percent); an option to select their …
What are fun things to do in a hotel?
How to Make Any Hotel Stay Way More FunStart a giggle fit in the elevator. … Do cartwheels in the hallways. … Throw a spontaneous in-room cocktail party. … Act out a famous hotel scene. … Tell the hotel it’s your birthday. … Take a spa day. … Sample the hotel bar. … Ask for a tour.More items…•
How would you handle a difficult guest?
10 strategies for dealing with difficult customersFirst and foremost, listen. … Build rapport through empathy. … Lower your voice. … Respond as if all your customers are watching. … Know when to give in. … Stay calm. … Don’t take it personally. … Remember that you’re interacting with a human.More items…•
How do you handle guest concerns?
How to Handle Customer ComplaintsStay calm. When a customer presents you with a complaint, keep in mind that the issue is not personal; he or she is not attacking you directly but rather the situation at hand. … Listen well. Let the irate customer blow off steam. … Acknowledge the problem. … Get the facts. … Offer a solution.
How do hotels interact with guests?
Be available and keep lines of communication open. Make your guests feel heard. Give them the opportunity to ask questions, provide feedback, and make requests at all times.
How do you communicate with guest in front office?
Use simple and correct language. Use a language that can be understood by everyone. If you need to talk to your colleague in the presence of guest, talk in a standard language of communication. Speak only if it is going to be useful to the guests and colleagues.
How do you make hotel guests feel special?
15 Ways to Make Hotel Guests Feel SpecialOffer the little extras. … Offer some amenities free of charge. … Always be fully-staffed. … Show you care by listening and responding to your guests. … Make all guests feel that your hotel is concerned about their special needs. … Train your staff. … Offer complimentary items. … Cancel extra charges occasionally.More items…•
How should you speak to guests?
Keep communication with your guests regular. Prior to their stay guests are going to be highly anticipating their trip. … Maintain a consistent level of guest service. … Body language towards your guests is equally important. … Keep lines of communication with your guests open. … Be accessible to all guests.
How do you greet and seat the guest?
The employee who greets the guest should use very brief but welcoming phrase to greet guest like “Good Morning/Afternoon/Evening, Sir/Madam …. Welcome to XYZ (Name of Your Restaurant”).
What are different ways to say your welcome?
Here are a few more ways to say “You’re welcome” in English.You got it.Don’t mention it.No worries.Not a problem.My pleasure.It was nothing.I’m happy to help.Not at all.More items…•
How do you welcome a guest?
There are five best practices for greeting the guests when they arrive:1 Dressing: It forms the first impression and welcoming a guest is just like going on the first date. … 2 Smile with a Greeting: … 3 A Different Greeting: … 4 Offer to Assist Them: … 5 Ask Questions:
How do you deal with a walk in guest?
When a Walk-in arrives, these are what you need to do:Welcome them as per standard policy and procedures. Greet them warmly and professionally using the hotel’s standard greeting. … Determine their accommodation needs. How many nights, type of room, any special requirements.