Hotel& Motel

Whats the difference Hotel & Motel???

 

DOS Of Using Credit Cards Responsibly

          DO

• Make wise decisions about purchasing items you need versus those you simply want. We’ve all used the word “need” to describe something we really just wanted badly. Using your credit card responsibly means recognizing which things you need and which you just want.

• Let your creditor know in advance if you won’t be able to make your monthly payment on time. The worst thing you can do is simply forgo your credit card payment, no matter the reason. Most creditors will assist you if you let them know before you miss your payment. Simply call your creditor, briefly explain the situation, and ask that any late fees be waived.

Phone Etiquette: How to Answer a call

1. Always answer a call promptly—at least by the third ring.
2. Answer the phone in a professional and pleasant manner, and with a smile. Be enthusiastic. People can feel it or hear it on the other end.
3. When answering an office phone, welcome callers by introducing yourself and your organization. For instance, ““Hello, Etiquette Page Enterprises, Margaret speaking. How may I help you?” If you’re answering a personal cell phone, a simple, “Good morning, this is Margaret,” is appropriate.
4. Speak slowly and clearly when answering the phone so that the caller can understand you. Keep your voice at a moderate level. No one likes to be yelled at.
5. If you’re answering a phone with multiple lines, be sure to ask the caller if it’s all right for you to place him on hold BEFORE you do so. Provide callers who are on hold with an update every 30 to 45 seconds and offer them choices if possible. “That line is busy, would you like to continue to hold or would you like to leave a message for Ms. Friesen?”
6. Don’t use speakerphone to answer an incoming call. This could give the caller the immediate impression that you’re not full engaged with them.
7. If you use an answering machine to catch those calls you can’t get to, make certain that you record a professional message that includes an introduction (just as if you were answering the phone). This will ensure that the caller knows he has reached the right person and avoid any confusion. Provide any other pertinent information that you feel would be useful to callers. For example: If you leaving for a vacation, update your message to include this information, along with the date you will be returning.

Telephone Manners and Telephone Tips

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• Treat the call as if it were a meeting – have a purpose, and an agenda.
• Decide what you’ll do if someone answers other than the person you’re calling. Would you prefer to leave a message, go to voice mail, or call back later?
• If you’re on a scheduled call, be at your desk at the appointed time.
• Learn the names of the people who answer the phones at the numbers you call most frequently. Speak pleasantly to them, and if you talk to them very frequently, send them a card or gift on their birthday or over the holidays.

Do’s and don’ts

• Don’t type or shuffle papers while you’re on the phone – it suggests that you’re not listening to the caller.
• If you have to put the phone down, do it gently to spare your caller’s ear.
• Rid your mouth of food, gum, cough drops, or candy before talking on the phone – the receiver amplifies your noshing.
• If you have to sneeze or cough, turn your head and cover your mouth – and the receiver.
• Speak directly into the receiver – don’t bury it in your shoulder or neck.
• If you dial the wrong number, explain yourself and verify the phone number so you don’t repeat the call. Don’t hang up; that’s just rude.
• Cut down on the background noise when taking or making a call. Radios, televisions, and even computer bings and bleeps can be distracting over the phone.

Standard procedure for Check Out

GSA: Greetings Good morning/afternoon/evening how may I help you sir/madam?
Guest: I want to check out.
GSA: May I know your name please?
Ask the guest whether they have had anything from the mini-bar please contact with housekeeping and tell them post as soon as possible.
Check that all charges are correct in accordance with supporting.
Print out a copy of the bill and present to the guest for their perusal.
Whilst guest is perusing bill, check his reg card any special instruction.
Once the guest is satisfied that the bill is correct, ask guest for method of payment (if the reg card has a pre-auth attached you can double check with the guest that this will be correct method of payment).
Process credit card, cheque, cash IDS and check room out of system. (Attach copy of signed cc slip to invoice)
If guest is paying by cash always ensure the amount received is correct and change given is correct
GSA Ask the guest whether they enjoyed their stay and offer them a guest comment card to complete.
Remembering to address the guest by name at every available opportunity.
Present the guests with the final bill folded in the correct manner and wish them a safe trip home. Make sure that the guest has their entire luggage out of their room.
Advise guest that concierge will be down with their luggage shortly.

GSA: Greetings Good morning/afternoon/evening how may I help you sir/madam?
Guest: I want to check out.
GSA: May I know your name please?
Ask the guest whether they have had anything from the mini-bar please contact with housekeeping and tell them post as soon as possible.
Check that all charges are correct in accordance with supporting.
Print out a copy of the bill and present to the guest for their perusal.
Whilst guest is perusing bill, check his reg card any special instruction.
Once the guest is satisfied that the bill is correct, ask guest for method of payment (if the reg card has a pre-auth attached you can double check with the guest that this will be correct method of payment).
Process credit card, cheque, cash IDS and check room out of system. (Attach copy of signed cc slip to invoice)
If guest is paying by cash always ensure the amount received is correct and change given is correct
GSA Ask the guest whether they enjoyed their stay and offer them a guest comment card to complete.
Remembering to address the guest by name at every available opportunity.
Present the guests with the final bill folded in the correct manner and wish them a safe trip home. Make sure that the guest has their entire luggage out of their room.
Advise guest that concierge will be down with their luggage shortly.

GSA: Greetings Good morning/afternoon/evening how may I help you sir/madam?
GuesGSA: Greetings Good morning/afternoon/evening how may I help you sir/madam?
Guest: I want to check out.
GSA: May I know your name please?
Ask the guest whether they have had anything from the mini-bar please contact with housekeeping and tell them post as soon as possible.
Check that all charges are correct in accordance with supporting.
Print out a copy of the bill and present to the guest for their perusal.
Whilst guest is perusing bill, check his reg card any special instruction.
Once the guest is satisfied that the bill is correct, ask guest for method of payment (if the reg card has a pre-auth attached you can double check with the guest that this will be correct method of payment).
Process credit card, cheque, cash IDS and check room out of system. (Attach copy of signed cc slip to invoice)
If guest is paying by cash always ensure the amount received is correct and change given is correct
GSA Ask the guest whether they enjoyed their stay and offer them a guest comment card to complete.
Remembering to address the guest by name at every available opportunity.
Present the guests with the final bill folded in the correct manner and wish them a safe trip home. Make sure that the guest has their entire luggage out of their room.
Advise guest that concierge will be down with their luggage shortly.

t: I want to check out.
GSA: May I know your name please?
Ask the guest whether they have had anything from the mini-bar please contact with housekeeping and tell them post as soon as possible.
Check that all charges are correct in accordance with supporting.
Print out a copy of the bill and present to the guest for their perusal.
Whilst guest is perusing bill, check his reg card any special instruction.
Once the guest is satisfied that the bill is correct, ask guest for method of payment (if the reg card has a pre-auth attached you can double check with the guest that this will be correct method of payment).
Process credit card, cheque, cash IDS and check room out of system. (Attach copy of signed cc slip to invoice)
If guest is paying by cash always ensure the amount received is correct and change given is correct
GSA Ask the guest whether they enjoyed their stay and offer them a guest comment card to complete.
Remembering to address the guest by name at every available opportunity.
Present the guests with the final bill folded in the correct manner and wish them a safe trip home. Make sure that the guest has their entire luggage out of their room.
Advise guest that concierge will be down with their luggage shortly.

Standard procedure for Check in

GSA: Greetings Good morning/afternoon/evening how may I help you sir/madam?

Guest: I have a reservation with you.

GSA: May I know your name please?

Guest: I am Hannu Photo

GSA: Welcome To the ………….Mr. X. GSA check the system and confirm, then again ask to guest have you stayed before with us or in the system show repeat guest status and if possible again greet to the guest and mention welcome back to the peninsula ctg.

Guest: yes or this is my first visit in ctg

GSA: Explain him about his booking like as we have reservation for you from x company and they booked single room for you and night it is correct?

Guest: Yes or change the room type or departure date.

GSA: as per guest request GSA change room type (try to up sale the room) or departure date, and ask the guest passport (please inform to guest for photocopy).

Guest: give his passport.

GSA: thank you and ask to guest about payment mode (if company payment inform him about company letter, like as company will pay your BB/HB/FB except hard drinks or extras) may I have CC for pre auth (if guest pay by CC) or some deposit/if cash payment ask for deposit. In the mean time GSA make nice conversation but little like as how about your journey, try to introduce with our outlet, if any promotion, party, health club, swimming pool, breakfast time and station etc.

When payment mode completed then provide him/her room key, please make sure that no body knows room number, when you give room key.

Explain what room they are going to and give directions on how to access their room, (explain how to use the cards). Advise guest that concierge will be helping with their luggage shortly.

BELL BOY’S JOB DESCRIPTIONS

Place in the organization      : Receives functional instructions from,

Rooms Division Manager

FOEs/GREs

Front Office Supervisors

Front Office Assistance

 

General Objectives of the job: To handle guest arrival/departure baggage

Effectively and ushering guests to rooms

 

Main Tasks & Responsibilities:

 

a) Handling guest baggage on Arrivals/Departures

b)

 

c) Cleaning/Dusting/Sweeping/Polishing of Front Office areas and  

    Equipment

 

d) Looking in to valet parking and protecting the vehicle keys until they

     are claimed by respective guests (Doormen)

 

e) Maintaining all Registers/Documents relevant to Bell Desk

 

f)     Delivering Messages/Newspapers to guest rooms and other    

      departments

 

g) To be thorough in Hotel Rules & Regulations, General Policies,

     Environmental Policies, Social Policies in order to communicate

     and ensure the same procedures are carried out.

 

 

Front Office Executive Duties & Responsibilities

Purpose: Responsible to the Front Office Manager for Checking in and Out the Hotel Guests, assisting Our Guest Efficiently, courteously and professionally in all Front Office Related functions, and to maintain a high standard of service and Hospitality at all times.

 

Duties & Responsibilities:

Great all Guests at all the time in a friendly and helpful manner, and attempt to learn and use Guest’s names at every opportunity.

Upon Check in, ensure that the Guest completes his registration card completely and legibly, and that the guest is assigned a room of the Type and the rate indicated on the Reservation.

Accommodate Guest’s special requests whenever possible assist in pre-registration and room blocking whenever necessary.

Stay up to date on Room Rates, Special Packages, Discounts and how to handle each.

In the case of Walk in , the Guest should be sold a room with the Highest Possible room rate.

To use the up-selling techniques in order to maximize the Rooms Revenue.

Being Knowledgeable of all the Credit cards and cashing Policies, and How to Handle Cash properly and efficiently.

Develop Detailed Knowledge of the Rooms Locations, Facilities and Types.

Develop Detailed Knowledge of the Hotel’s Key Personnel, service, outlets, and hours of operation for each.

Handle the Safe Deposit Boxes according to the Hotel procedures.

Prepare and report guests with High Balance to the attention of the Front Office Manager.

Be thoroughly aware of the Hotel Reservation System, and cancellation policy.

Communicate with all other departments through the proper channels, and through the Communication Forms.

Promptly notify the Housekeeping of all check outs, early check in, special requests in the rooms.

Action the Housekeeping reports immediately upon Receipt, record Discrepancies and report to the Shift Leader.

Develop a working Knowledge of the Reservation Department, Take same day reservations, and be aware of the cancellation procedures.

Use proper Telephone manners.

Understand and use properly the Mail, Parcel, Message Delivery.

Report any unusual occurrence or request to the Manager on Duty or the Front Office Manager.

Maintain the Cleanliness and neatness of the Front Desk Area at all the Times.

Read and initial pass on logbook and Front Office Bulletin Board to keep updated and current.

Always deport Him/ Her in keeping with the high standards of behavior and appearance expected of his Hotel in his/her attitude towards Hotel Guest and employees

 

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Here i will discuss about customer  service.

Service Skills List
1. Product Information

You know what you are talking about how we can provide you only have good customer service. These products and services as well as to understand what it means to. Consulting, training, or nuance to each product or service to internal colleagues and how to solve the customer’s request, directed to specific issues that can help clarify.

Excellent customer service for your customers to understand how all this inconvenience, remember that, but good / satisfactory service is provided. Products, advanced features and excellent customer service skills, how to actually use the products do not support all feeds to provide additional details.
2. Communication (oral, written and listening)

You do not have anyone to communicate effectively with customers, the organization represents. If the style and customer service skills, communication and transparency with customers okay with their problems, how do you find the root of this controversy.

Online sales potential and customer satisfaction, and (through cross-selling and effective sales copy) increased boost.

Use positive language and listen to these interactions requires the ability to communicate effectively orally. Proposed customer service skills training, active listening, professional business writing, and the nerves Linguistic Programming (NLP) section should be included. The method used or the work ethic, I urge you not to change your staff, you must sense it.

All employees must understand what is important to communications technology, and apply. E-mail information as the message – appropriate, phone / IM and chat for a good debate and discussion since.
3. Problem resolution

Most of the work to solve problems related to customers and customer service issues. This is what can be done quickly and effectively analyze customer information and the right to decide about the means.

Need to understand how the available resources to find new solutions (IT and systems and work colleagues) there.

Training module on the proposed solution to the problem, customer service skills, customer service requests and software training should be focused on that.

If you complete transcript analysis of customer surveys, customer complaints, the sound should be looking for. This analysis is the heart of the problem with your product or service to dig into the roots and if you have a complaint about customer service skills, and even available for analysis. The purpose of this study is not different for poor performance, but will be responsible and actually try to improve our products and services to provide our customers.
And 4 Task orientation and time management

The phone / online support and must be addressed in terms of time or for the technical assistance needs of customers every day with a call spent. Representative of its kind to focus on the need to deliver quality services on time is a good time.

Time management tools and techniques are given on how to increase your awareness of the efforts ineffective because they are lost every day, people used all the minutes and hours of training.
5th. Persuasive powers

The most commonly used in online sales of the art of persuasion, but it may have an important role in the list of customer service skills. Do not be mad, or a communication to ensure the best possible evidence (such as the hospitality sector, or telephone support) for customers who can persuade people to see things clearly.

May be better B2B sales lead generation services to more people.

Customer requests for a dialog or script focuses on the response to set the type of customer service skills training. However, the interaction of these interactions as the basis for their use as a starting point seems to be the sole representative of the original.
6. Flexibility

The simple fact of each customer’s different demands, they are flexible and dynamic to cope with the request may wish to raise questions that each of.

This is necessary to provide flexible solutions to each request with the appropriate confidence and product knowledge, a keen understanding of their own (see above) that a certain amount.
7. Conduct

All service representatives will have a strong work ethic. Work and interact with customers every customer is important to this type of positive attitude towards the many needs of the business. Indeed, may not be able to provide this training.

Building exercise, and effective time management and leadership and management to inculcate a work ethic should be – instead, this group is to provide individual team. An option for the employee satisfaction survey to identify problem areas, use of business ethics and business operations.
8. Professionalism

Many skills as a result of transactions with customers and become more professional training. Instill customers’ behavior and communication skills that enhance the level of courtesy and good nature. This will be kept of all transactions with the customer to measure the level of professionalism to ensure that senior executives and team members is required to regularly monitor.
9. Confidence

Customer Service is to rely on more difficult properties. Some individuals believe that good customer service skills training can not be learned. However, these products are a confident person as well as rising levels of education and experience every time.

This is the point they locked themselves in their own abilities, they were developed. Positive reinforcement is also encouraged by the confidence that will help people.

This is an effective best of their abilities to cope with their own problems as a way of professional and consumer confidence level of confidence in vaccines quickly.
And 10 Leadership

Finally, for once, to create excellent customer service skills, share information with others is important. Leadership and mentoring new agents for the long-term goal for them to improve the quality of service provided by a person to confirm and to extend the existing workforce, as a representative of this company, ambitious. Leadership skills, including a list of the top 18 articles view more Colin Powells.

Customer Service Skills
Innovation Strategy for the Service Sector

Related to the Service or the complete replacement of existing services to improve the processes through a variety of growing-term strategy. The importance of this strategy, they need a systematic environmental behavior by other customers so it can be repeated with the workplace and other people can be modeled, and.

These innovative services using new technologies in the process, new forms to improve the visibility of the supply chain operation is complete, the organization / service management as a new way to interface with customers, may include creative ways.

About – about the interaction in the service sector, such as an unrealistic, established organizational processes (such as a cost, such as cutting or value) is important. More commonly, however, customers and service providers usually is re-evaluated to see how to improve client interface points. Self-service technologies (such as access to online bank account) to extend the latest innovations are the most visible interface is currently being used in some channels.

Service is also used to collect information about the space used by customer service representatives and customers, has introduced new software and systems technologies. With its customers, knowledge management, personalization and bespoke working on better communication behavior.

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A defined strategy for business intelligence and voice – recognition technology needs, this is a good back-end integration, information management system, a good.

For example, more than one telephone support service directly with the audio technology by using a complex software system to provide data access behavior of the maximum level as much as possible about each customer to personalize the interaction with corporate clients and agents to communicate with the read data.

Related Publications
Quick and easy tips | how to advertise your business as a marketing professional.
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5 Tips for basic customer service skills.

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