1) The document discusses skills needed for front office reception in hotels, focusing on providing quality guest service and relations.
2) It emphasizes the importance of making guests feel welcome and cared for through professional, courteous interactions without distractions.
3) Front desk staff should greet guests with a smile, give them their full attention, avoid rushed interactions, and ensure all guest needs are met.
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
Effective Communication And The Elevator Pitch Hunting DynastyThe Hunting Dynasty
Delivered to the London School of Economics + Political Science’s Sustainable Future Workshop in October 2009.
It's in two parts: 1. Showing examples of effective communication, including 'Don’t tell, show', 'Using social norms', 'Communicating with the inner child', and 'Collapsing the distance between action and problem'.
Part 2 shows and explains The Hunting Dynasty method for writing an effective elevator pitch, including 'The Roof', how the Support Pillars work, and a potent checklist of reinforcing methods.
TOURISM GROWTH AND WASTE DISPOSAL GENERATION: AN IPAT-TYPE MODELItalo Villanueva
PRESENTATION ON THE V AERNA CONFERENCE - FARO, PORTUGAL (2012).
A BRIEF PRESENTATION OF THE RESULTS OF THE PAPER "TOURISM AND WASTE DISPOSAL GENERATION: AN IPAT-TYPE MODEL FOR MALLORCA BASED ON STOCHASTIC DIFFERENTIAL EQUATIONS"
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
Effective Communication And The Elevator Pitch Hunting DynastyThe Hunting Dynasty
Delivered to the London School of Economics + Political Science’s Sustainable Future Workshop in October 2009.
It's in two parts: 1. Showing examples of effective communication, including 'Don’t tell, show', 'Using social norms', 'Communicating with the inner child', and 'Collapsing the distance between action and problem'.
Part 2 shows and explains The Hunting Dynasty method for writing an effective elevator pitch, including 'The Roof', how the Support Pillars work, and a potent checklist of reinforcing methods.
TOURISM GROWTH AND WASTE DISPOSAL GENERATION: AN IPAT-TYPE MODELItalo Villanueva
PRESENTATION ON THE V AERNA CONFERENCE - FARO, PORTUGAL (2012).
A BRIEF PRESENTATION OF THE RESULTS OF THE PAPER "TOURISM AND WASTE DISPOSAL GENERATION: AN IPAT-TYPE MODEL FOR MALLORCA BASED ON STOCHASTIC DIFFERENTIAL EQUATIONS"
Wants to know how AskBlue can add profit to your bottom line while improving your guests experiences? Ask Blue the smartest person in your hotel will help you to save hundreds of thousands of dollar PER hotel PER year. Ask Blue is a fantastic value for hoteliers while helping to provide for a more consistent experience for guests no matter the time of day or night or how busy the front desk may be. AskBlue, helps you position your hotel as the most cutting edge, tech-savvy option to your area.
Samuel GrunwaldWord Count 3694United Busines.docxtodd331
Samuel Grunwald
Word Count : 3694
United Business Institute BA1
Reception and Restaurant at Le Chatelain Hotel Brussels
Time of internship 02/07/2018 – 06/08/2018
The realization of this internship was made possible thanks to many people who accompanied, supported and helped me in my work, and I want to thank them personally.
First of all, I would like to thank Raoul Gonzales, my tutor and general manager at Le Chatelain, for having trusted me throughout my stay. I thank him for making me meet the key people who made this internship a success, and for integrating me into his team.I would then like to thank Hassan, the bar-tender, for his unfailing availability throughout this internship. His advice was invaluable, and contributed to the enrichment of my personal and professional knowledge. It allowed me to go further in thinking and to achieve a final work done.Finally, I would like to thank my dad for giving me the opportunity and necessary contacts to work at Le Chatelain Hotel Brussels.
Table of content
Tittle page page 1
Personal thanks page 2
Table of contents page 3
Introduction page 4-5
Job description page 6-9
Learnings outcome page 10-11
Conclusion page 12
Reference page 13
Introduction
The United Business Institute offers its students a complete theory and practice throughout the year so that the students are ready to implement their learning during an internship done in a business enterprise.We are therefore from the beginning of the training faced with the requirements of a company and that in view of an international career. The luxury hotel industry is a very popular sector with a clientele from various horizons (United States, Russia, Switzerland, Spain, United Arab Emirates ...).
For my first internship in BA1, I joined the Hotel Le Chatelain ***** in Brussels from the 2nd of July till the 8th of August. This Hotel belonging to a private Belgian Family has a large number of spacious rooms but also a fitness center, and a therapy center. I had the opportunity to work in different departments.This internship allowed me to have a global vision of the hotel by carrying out missions in the main sectors which are the accommodation and the restoration.The development of this report is the final result of this month spent among these men and women who helped me to evolve in the business of the hotel and restaurant industry.In order to report my experience in the hotel Le Chatelain, it seems normal to start with the objectives set before the start of this experience, in order to understand the course of the internship. Subsequently the presentation of the hotel and its organization will allow me to set up the economic and social context in which I could evolve throughout the month.Finally, we will know the details of the missions carried out within the various services and the assessment drawn from these experie.
Dr Sunil Kumar PPT and Document Link details - Google Sheets.pdfDr. Sunil Kumar
All PPT Link to Download
title
Hunar se rozgar in f & b service theory manual
Co operation to other department on hotel
Upselling methods
Checkout system
Bell boys
Bell desk
Arrival & departure
Career in tourism
Careers in the hospitality industry
Check out procedure
Classification of hotels
Club service facilities in hotels
Concierge functions
Concierge
Definition of hospitality
Effective complants handling
Eva floor
front office basic
Functions of reservation &porters
Grooming standards
Group check in
Guest check out
How to hadle complaints
How to write job descriptions
Introduction to the hospitality industry
Jobspecification
Mail handling
Mission statement
Notes on duties of f.o staff
Registration
Reservation channels
Reservation modes
Reservation sources
Reservation&room selling procedures
Reservation
Reservations
Rooms all type
Sections of front office department in hotels
Skills of f.o
Telephone techniques
Time share
Types of hotels
Types of hotels
Types of rack rates
Types of reservation
Types of tourism
career path in hospitality
Yield management
Job interview attire slide show
Food and bevarage sections in hotels
G.d techniques
Group discussion
House keeping basics
Importance of h.k deptt
Improving communication
Interview presentation1
Interview questions
Interview questions
Interview
Interview preparation for_website_68141_72873
Interviewing skills
Interviewing skills
Interviewing powerselling
Inventory of linen
Laundry equipment notes
Laundry location
Laundry
M.p tourism
Manager skills ppt
Moments of truth
Motivation
Opl
Personal hygine
Personality devolopment
Ppt mtivation
Ppt on managerial skills
fish ppt
Providing execeptional service
Quality service delivery
Quality service
Research project on medical tourism
Resources successful interviews
Resume &interview
Resume&interview preparation
Room status
Safety by h.k deptt
Self introduction
Service types
Service
Solving the mystique of interviewing
Table setting
Types of interview
Uniforms
Various tourism
Wash cycle
What towear
state institute of hotel management , tilyar lake , rohtak News
state institute of hotel management , tilyar lake , rohtak
Body language
introduction to hk_dept.
Wines of port & spain
1 beer and beer service
2 wine service
Alcoholic beverage
Alcoholic beverages
American whicky
Armagnac
Basic of wine
Beer ok
Beer1
Bitters
Brandy
Brandy2
Champagne
Cocktail
Cocktails
Cognac
Dine with wine
Distillation
English gin
French wines
Gin
Gin
Gin2
Irish whiskey
Italain win
Italy win (2)
Ital y win
Liqueur
Liqueurs
Eating market dynamics
the leela kempinski gurgaon delhi ncr
3 deptt of hotels
Advertisements
INTRODUCTION OF HOSPITALITY INDUSTRY
Banquet
Banquets
Bar operations
Bar operatioon
Basicskill
Beverage service
Body language new
Body language
Body language
Breakfast ok
Buffet
C.v&interview preparation
Calcutta times bash
Career planning1
Cheese ok
Wine project
01 menage
02 preparation of table
03 standard cover
04 sequence of service
05 silver service
Resort Management is the comprehensive and strategic oversight of all operations within a resort property, aimed at delivering exceptional guest experiences and maximizing profitability. It involves the efficient coordination of various departments, including accommodations, food and beverage, recreational facilities, guest services, and administration.
A successful resort management team ensures that all aspects of the resort are functioning seamlessly to create a welcoming and enjoyable environment for guests. This includes maintaining the highest standards of customer service, implementing effective marketing and sales strategies, managing reservations and bookings, coordinating housekeeping and maintenance services, and overseeing financial operations.
Resort managers are responsible for setting the overall vision and direction of the property, developing strategic plans to attract and retain guests, and ensuring that the resort meets or exceeds guest expectations. They work closely with department heads and staff to provide ongoing training and guidance, fostering a culture of exceptional service and professionalism.
In addition to guest satisfaction, resort management also focuses on financial performance. Managers are responsible for budgeting, cost control, and revenue management to optimize profitability. They analyze market trends, monitor competitors, and make informed decisions to drive revenue growth and operational efficiency.
Resort management also involves maintaining and enhancing the resort's physical infrastructure, including buildings, landscapes, and amenities. This includes regular maintenance, renovations, and upgrades to ensure a visually appealing and well-maintained property.
Furthermore, resort managers must stay abreast of industry trends, technological advancements, and evolving guest preferences. They leverage this knowledge to implement innovative practices, adopt sustainable initiatives, and deliver unique experiences that set their resort apart from competitors.
Digital Marketing All Module Sunil Kumar.pptxDr. Sunil Kumar
Slide 1: Introduction
Welcome to the Digital Marketing Presentation
Overview of the power and potential of digital marketing
Slide 2: What is Digital Marketing?
Definition of digital marketing
Importance of digital marketing in today's business landscape
Slide 3: Key Components of Digital Marketing
Search Engine Optimization (SEO)
Pay-Per-Click Advertising (PPC)
Social Media Marketing
Email Marketing
Content Marketing
Influencer Marketing
Slide 4: Benefits of Digital Marketing
Increased brand visibility and recognition
Enhanced targeting and personalization
Improved customer engagement and interaction
Higher conversion rates and ROI
Real-time tracking and analytics
Slide 5: Digital Marketing Channels
Website and Landing Pages
Search Engines (Google, Bing, etc.)
Social Media Platforms (Facebook, Instagram, LinkedIn, Twitter)
Email Platforms (Mailchimp, Constant Contact, etc.)
Online Advertising Networks (Google Ads, Facebook Ads, etc.)
Slide 6: Developing a Digital Marketing Strategy
Identifying business objectives and goals
Understanding target audience and buyer personas
Selecting the right digital marketing channels
Creating compelling content and messaging
Implementing effective tracking and measurement
Slide 7: Digital Marketing Tools and Technologies
Analytics platforms (Google Analytics, Adobe Analytics)
Customer Relationship Management (CRM) software
Marketing Automation tools (HubSpot, Marketo, etc.)
Social media management and scheduling tools
Content management systems (CMS)
Slide 8: Best Practices for Digital Marketing Success
Consistent branding and messaging
Mobile optimization and responsive design
A/B testing and optimization
Data-driven decision making
Continuous learning and staying updated with industry trends
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
for Anti-inflammatory, Antiulcer, Anticancer, Wound healing, Antidiabetic, Hepatoprotective, Cardio protective, Diuretics and
Antifertility, Toxicity studies as per OECD guidelines
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
2. There is no more important task facing a hotel and motel
than guest relations.A property’s reputation ,the volune of
its repeat business, indeed, its financial success can all be
dependent on the quality of its guest service efforts .One
way of thinking about guest service is the degree to which
your guests feel at home.
Unfortunately, it is not possible to provide your guests
with the exact comforts and furnishings that they are
familiar with at their home .So we must provide the
personal attention that guests need to feel comfortable and
welcome in an unfamiliar place.
3. Customer satifation is basic to any successful business.
Guest service is regarded as one of the most importants
concerns fa-cing the lodging industry today .With
increasing competition and heighened customer sensitivity
to the type of service they receive , quality guest relation is
more important now than ever .The primary staff capable
of providing good service are the people in the front
office .The front desk is the one sure point of contact
between guests and the property’ s personnel.
Basically ,there are three levels of srevices any hotel and
motel can provide :professional services ,a range of services
that could be classified as adequate and intolerable service.
Intolerable service forces guests to take action .They may
write a complaining lettler or regis-ter the complaint in
person or they may simply tell a friend about in.
4. A: Hi, welcome back, Kare .How was your trip?
B: The trip was fine ,but that hotel is a joke.
A: Oh, that’s too bad.
Guest talked to their friends and colleageues about their
trips and the information they give can be positive or
negative, The end of the result in this case is that the guest
and their friend will not be staying at the hotel in the
future. As bad an intolerable condition may be considered
adequate.
Clearly ,being adequate is inadequate in a lodging
operation that prides itself on its guest relations
.Professional is the kind of services any company wants to
be known for .Whenever service rises to the professional
level , your guests are going tolet you know about it . They
will feel almost compelled to fill out the guest comment
cards .Perhaps they will write a positive letter to
management ,say somethingto your supervisor ,or experss
their pleasure to you in person .Better yet ,they’ll spread
the word your good srevices when they get home.
5. A:Hi, welcome, Karen. And how was your trip?
B:The tirp was fine and that hotel is something else! They
real –ly know how to make you feel at home .
A:Where did you stay ?
B:At the------
Positive word of mouth advertising comes only from
satisfied guests .Guests’ satisfied guests .Guests’
satisfaction should be the goal of all hotel employ-ees .But
since front office professionals have the first and last con-
tact with guests ,quality guest relations begins and ends at
the front desk .
6. “I think some hotels are in the assembly line production
.We sometimes plug guests into what we think they want
or try to give them the experience that we like .If you make
a little extra time and try to understand the guests ,you
can give them an expericence that they would really want
and they really like.”
Front offices professionals agree that the ability to look at
things from the guest’s perspectives is an important step
toward quality guest relations .So let’s look at an encounter
from the guest’s point of view .Our guest is in an
unfamiliar place far from home and it’s the end of a long
day of travel or business meetings .As he enters the hotel ,
he has to rely on one nidividual ,the front office person, for
all the information he needs in order to register , check on
mes-sages , get to a room and just about anything else.
Now as our weary traveler approaches ,let’s see how an
encounter reacts from other side of the desk.
7. A:How long have you been gone anyway/
B:Two weeks .It seems like I like left, kind of hard to get
back to the routine after being on vacation.
A:Listen . We are going for a drink later .Want to join us?
Can you?
B:Oh no, midnight .(To the guest) Hi ,how are you doing?
Can I help you?
Guest(G for short):Ah yes .I have a reservation.
B:Name?
G:Scott,Philip
B:Ok ,oh, boy. There things take so long sometimes .Oh, Mr
.Philip, there isnt’t anything there. You ‘re sure you made a
reservation?
G: No, no, you don’t understand. My first name is Philip
,last name Scott.
B:Oh well ,why didn’t you say so? All right. There you are
OK.OK. Mr .Scott ,right? OK ,you fill out your card here.
Here is your key .It’s room250 .That’s on the north side of
the building, and the bellman is over there .He can help
you oith your luggage.
8. G:Ah,I have an 8 o’clock anything .This place is really quiet
.You’ll get a grear night’ s sleep.
G: Well,I was going to ask for a 7 a.m. wake-up call.
B:Oh, ahm, you have to call the hotel operator for that in
your room.
G:Very well. Are there any messages under the name of
Scott?
B:Oh, ah ,wait asecond. Yeah, there is a message for you
from your office ;they said to give them a call.
G:Great.
9. In the lodging profession ,courtesy and service are
essential and these were the very two factors totally
missing from this guest encounter .Even though the guest
was registered, he was surely left with the feeling that he
wasn’t treated quite right. Indeed, the guest may have felt
like he was doing all the eork and nothing was done to help
him feel an home. Professional service starts with you and
the way you look .Don’t present an unprofessional
appearance, look neat and well groomed .This tells the that
you care about what you are doing and that you consider
yourself to be a professional. Never ignore a guest .If you’
re busy ,at least acknowledge the guest’s persent .But if at
all possible ,greet the guest immediately and give your
undivided attention.
A:Listen, we are going for a drink later .Want to join us ?
Can you?
B:Oh,what time do you get off?
A:Ten.Can you?
B:Oh,------Midnight.
10. Don’t show a lack of pride in your property. It is not
uncom-mon for employees to look forward to the time when
they will get off work .But nothing else will so quickly
make you guests feel that you don’t care about them , your
property in front of both your fellow employees and your
guests.
B:Hi, how are you doing?
Don’t make the guest feel unwelcome. Instead, greed the
guests warmly and with smile that shows on your face and
in your eyes.
B:Well, Mr.Philip, there isn’t anything there.You are sure
you made a resevation?
G:Oh well.Why didn’t you say say ?
Don’t do or say anything that will make the guests feel
uncom-fortable or foolish. Instead, remain courteous
throughout and always show respect. Your manner can
help relieve any of the insecurities or uneasiness your
guests may have.
Don’t be distracted from your guests .This relates back to
the idea of giving the guests your undenide attention. It’s
11. “I am going to get asnack. Do you want anything?’
If you allow yourself to be distracted by someone else, any dis-
traction can cause you to lose eye contact with your guest,so can the
paper work or computer you use when registering a guest. Main-tain
eye contact ,it helps the communication process and it shows your
guests you are giving them your full attention.In additiong, use the
guest’s name during the encounter. People are pleased when you use
their names because it makes them feel important and it personalizes
the service they receives.
“Here is your key. It’s room 250”
Don’t loudly announce the guest’s room number .It could jeop-ardize
your guest’s privacy and srcurity .Instead , follow your prop-erty’s
procedures when preenting the room key.
“The bellman is over there and he can help with your lug-gage.”
Don’t dismissthe guest. Before your guests walk away, don’t forget to
check for any message and ask if there is anything else that can be
done on their behalf , such as leaving a wake- up call.
12. The two ways of wake-up call offered by a hotel to the
guests are personal wake-up service and computer wake-
up service. Some expensive hotels can offer the automatic
wake-up call service because their telephone switchboard
has its function. The concrete steps are as follows:
Receive guests’ reservation for wake-up call.
Fill out the registration form.
Input it into the computer by clerk or overnight operator.
Check the input information by form.
Check the printed record.
Use personal way to call guest again if there is no answer.
Make sure if there is something wrong with the equipment.
Notice the lobby manager on duty or housekeeping depart-
ment to find out reasons if there is no answer again.
Guest may also tell their needs for wake-up call to the floor
clerk ot the receptionist of front desk
13. The service is such a vital task that we must be carefue
and cautious when receiving it .If we forget to call guest
becauese of the neglect, the results may be very serious
.Some hotels ask an operator to tell guests the weather
con-dition, the temperature while making the wake-up call
service and also inquiry guests if they want room service,
which especially make guests feel very well, even though
they are far away from home .When we make the tape for
wake-up call ,we should pay more at-tention to the choice
of words and the kindness of tone and intona-tion.
14. G: I have an 8 o’clock appointment tomorrow morning and
I was wondering-----
A: Don’t worry about anything .This place is really quiet.
You’ll get a great night’s sleep.
G: Well, I was going to asl for a 7a.m .wake –up call.
Don’t interrupt your guest .As we’ve said before , actively
lis-ten,which means both listening closely and allowing the
guest to finish before you respond.
“You have to call the hotel operator for that in your room .”
Don’t give orders .Unless it’s an emergency situation ,never
tell guests what they have to do .After all, they are the
guests and they don’t have to do anything. If possible, take
care of your guests’needs yourself. Otherwise, pleasantly
suggest your guests what they could do. These positive
techniques can be used in almost every guests contact
situation and their’ll go a long way toward making your
guest feel important , at home and well treated.
15. A: Good evening, welcome to Mayfield Hotel.
G: Hello. I have a resrvation .Name’s Scott ,Philip.
A: Last name Scott?
G: Yes.
A: How are you doing today?
G: Oh, fine, and a long day . I was here some time ageo.
You have made some changes, haven’t you?
A: Oh, yes, we have a brand new view and we’ve remodeled
the loddy ,even more beautiful than before. Ok, Mr.
Scott,how woulld you like to handle your account?
G: On my credit card , please.
A: Thank you. I’ll check to see if you have any messages
and then we’ll be all set. There is one message for you.
G: I have an 8o’clock apointment tomorrow morning and I’d
like to leave a wake-up call with you or whomeverI’m sup-
posed to.
A: Certainly, I can take care of that for you. What time
would you like to be called?
16. G: 7a.m
A: 7a.m Mr .Scott, this id George.
George: Good evening ,Mr Scott.
G: Hello.
A: George will help with your luggage and show you to
your room .
G: Fine, thank you very much.
A: You’re welcome .If there’s anything else we can do for
you, please let us know.
G: Ok ,I’ll do that.
B: Have a pleasant stay.
G: Thank you.
B: Thank you.
Notice how our front office prefessional put the guests at
ease and made him comfortable and welcome.