Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 50 Make the caller feel that they have your undivided attention. Make an occasional acknowledgment of what he/she says. Mention the name of the caller, once established. If you have to ask the caller to hold on, explain why. Wait for the caller‟s agreement before actually putting him/her on hold. If you have to transfer the call, explain why and make sure that the caller is properly introduced to the next party. If the purpose of the call has been said already, repeat the same to the next party. If you say you will call back, do so as soon as possible. Give him some sorts of idea that how long he or she need to wait. Sometimes you may not understand whether the caller is a man or lady. To be on the safe side politely ask his or her name or you can say "how should i address you"? Repeat back any details and follow up in writing (if necessary). Close conversation politely. Always say “thank you for calling.” Let‟s caller hang up first. Try to satisfy your guest with proper information. If you don't know detail then transfer the call to the right person. Never give wrong information. DON'Ts: Let the telephone ring more than 3 times. Answer the phone with merely “hello” or “yes”. Ask the caller to hold on while you scramble for pen and paper. Rely on your memory instead of writing what the caller says. Asking the caller to repeat the details is annoying and does not leave a good impression. Say “hold on” and leave the caller wondering if he/she is still being attended. Say “I‟ll transfer your call” without saying to whom and why. Say you will call back when you have no intention to. Say you cannot help and not offer to connect the caller to someone who can. Say “he hasn‟t come in yet”, “she hasn‟t come back from lunch yet” or “he is in the toilet”. People do not want to know the reason and are given the wrong impression by such answers. Hang up without trying to close the conversation. Hang up without thanking the caller for calling. Put your least intelligent, least coherent or “panicky” staff in charge of the phone. Keep talking to another person while answering phone. Eating something while answering phone. How to Take Reservation on Phone Telephone plays an important role in times of reservation on phone. Perfect telephone handling ensures efficiency of the reservation agent which at the same time upholds hotel‟s standard. All the time you should follow proper telephone manner. These are some basic tips you should follow while you are taking reservation on phone.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 51 1. Pick up the phone before 3 rings. 2. Greet the caller according to the time. Try to keep very fresh, clear and friendly voice tone so that guest from other side of the phone may feel comfortable. Remember First Impression is the Last Impression. 3. It is advisable to greet in this way “Good Morning. This is Hotel X. Thank you for calling. How may I help you, sir?” 4. Try to identify caller gender by his or her sound. Listen to the name properly. Repeat the name with Mr. or Ms. Caller may be hurt if you by mistake call him wrongly. 5. Try to understand why the caller calls. In a hotel people call not only for making reservation but also for getting information, arranging party, sending message to a guest or making business deal etc. So, first listen carefully to identify what sorts of assistance the caller wants from you. 6. If the caller calls for room reservation and if he is not a repeated guest then you should try to give a short overview on your hotel including hotel‟s feature and amenities, specialty, special offer you are offering etc. 7. In the meantime, look at the room status or reservation chart. It will be so bad if after informing everything, guest becomes convinced and wants to have a room booked but you don‟t find any room to sell as all are occupied. So, always be updated specially about room status. 8. If callers requested date indicates “SOLD OUT” which means you are unable to sell the room for that specific date, then very politely say sorry to the guest and let him know why you are unable to sell the room. 9. If the requested date indicates “WAIT-LISTED” then politely inform the guest about the situation and inform him that reservation on that day is wait-listed for that reason you are taking his reservation but not giving full guarantee and request him to check again closer to that requested date. 10. After giving an overview of you hotel, now try to identify what sorts of room the caller wants and try to offer him some options so that he can decide from his own or if he needs then assist him. 11. If the guest want to book the room then say that we are very pleased to reserve a room for you. May I have some information from you please? Now try to collect these information with proper spelling: Name of the Guest His Contact Address Room Types Room Rates Date of Arrival Date of Departure Date of Reservation Made Mode of Payment Special Remark (if any) Reservation Made by Person or Company
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 52 12. Repeat all the information caller gives and at the same time give him a reservation confirmation number. 13. If you have any objection about guest‟s mode of payment or anything then inform the guest about your rules and request him to give you another option. 14. After settling everything thanks the caller for his patience and calling you. End up the call as warmly as you start and try to make him feel that he just have made a perfect decision. Making Room Reservation on Telephone (SOP) Discussion: For a front desk or reservation agent making proper reservation is the most important job. Generally most of the reservation has been done by phone. Here you will learn exactly what steps a front desk agent needs to follow to make a reservation in phone. Steps You Should Follow: Step-1: Answer the telephone within 3 rings. Step-2: Greet the guest properly. “Good Morning, Front Desk. This is XXX hotel. How may I assist you?” Step-3: In this stage be sure about the name and when guest wants to check in and check out. Try to understand this conversation: Guest: “I want to make a reservation” Agent: Ok sir. How should I address you? Guest: I am Robert Temple. Agent: Ok Mr. Temple, are you our priority Club Member? (Ask to ensure about guest) Or “Did you stay here before?” (If guest says yes then ask following question) “May I have your previous check in & check out date, please?” (Ask this question to know what price was offered before and what is guest preference and other information related to that particular guest)
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 53 Step-4: After confirming about guest proceed to the next level. In this case, first look for room inventory. You may either find any vacant room or no room for sale. Now, follow these steps in those cases. If you don’t find any room Available: Agent: I am terribly sorry, Mr. Temple. All our rooms are booked on XXX date. If you wish then I can put your reservation on waiting list or would you like me to recommend another hotel? Now if guest want his reservation to be put on waiting list then take full details about the guest and give him a reservation confirmation number. If you find a room Available: Now your approach will be to know which room will best match with guest. Follow these steps: Agent: OK, MR. Temple, will you travel alone or not? (As a agent your duty is to recommend such room which match with guest. If guest travel with family then you cannot recommend him a single room and on the other hand if he comes with a family or friends then you should look for family room or others which is for more than 1 person. Read our Room Types tutorial for clear concept.) Agent: MR. Temple, currently we have deluxe room, suit and studio room to accommodate your family. (If you have different types of rooms vacant then give some options to guest.) Step-5: Try to highlight different features of each type of rooms and their price. If there any is any discounted offer, offer it. Be ready all the time for up selling. Step-6: Make reservation properly. First be sure about guest name. Agent: How should I spell your name sir? Guest: It is R-O-B-E-R-T Robert and Then T-E-M-P-L-E Temple Agent: Is it R-O-B-E-R-T Then T-E-M-P-L-E ? Guest: Yes, you are right. Then politely request him for guaranteed booking. Agent: Mr. Temple as you know our hotel is a busy hotel. So, I would like to recommend you to guarantee your booking as we have very high occupancy rate, you know.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 54 Step-7: Explain your procedure for guaranteed reservation. Agent: Mr. Temple I just make your reservation guaranteed. This will ensure your booking. Now, if you do not come on XXX date, without informing us then one night room rate will be charged from your credit card as penalty. But if you like to change your reservation then you have to inform us 24 hours in advanced. I guess you understand our policy. Step-8: Get contact details. Agent: May I have your contract number and address, please. Step-9: Offer more services to your guest. Agent: Mr Temple we are offering more for our guest. Would you like us to arrange pick up service for you in the airport? Guest: Yes, that‟s great. Agent: OK sir. For transportation facility, both fax or telephone and credit card guarantees are required. Once we received confirmation from you, our concierge will contact you and make all the arrangements. Step-10: Now you will approach to close down the selling. Repeat all required information to be sure that you have made proper reservation. Agent: So, MR. Temple now I am going to repeat your reservation details. You like to be checking in on XXX and your checking out date is XXX. You preferred non-smoking, twin bedded supreme room for you and your family. Room rent is XXX US$ per night which included complimentary breakfast. You also pay in advanced for transportation service. Your confirmation number is XXX” Guest: Yes, you are right. Step-11: Thanks the guest for his calling and finish the conversation. Agent: Thanks you Mr. Temple for choosing XXX hotel. Certainly you take the right decision. So, Mr Temple see you on XXX. Have a nice day. Wake-up call Handling Procedure Wake up call is an in-house telephone call to a sleeping guest at a specific time to wake him up, predetermined by the guest. It is generally done in the morning but a guest may require any time of the day. It is the duty of telephone department to wake up the guest but if the call will be made up for airline crews or group of guests then lobby personal will take get calls from local airline operators about the timing of the flight and then they should forward the message to telephone operator.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 55 In case of airline crews or groups generally the wake-up call should be done 45 minutes or 1 hour before the pickup time. In small hotels it is the duty of front desk agent to wake-up guests. Here are some tips you should follow: Give full attention to write proper room number, name and time to wake-up guest to avoid any mistake. Always insure that guest really wakes up after your call. You can politely ask the guest that if he wants to have a 2nd wake-up call or not. If no reply is done by the guest while you are calling or guest just hang up the phone and hardly give any reply then you should call him again. While calling you should start this way, “Good Morning, Mr. X. This is 6 Am in the morning which is your wake up time. Have a nice day.” After getting your call, a guest may not understand the situation quickly as he just wakes up. So give him some time and explain again why you call him. If after 2nd call, guest does not respond at all then send the bellperson to knock his door and wake him up. Proper Telephone Manner in Hotel Telephone plays a very important role in hotel industry. Generally people outside from hotel calls for reservation or booking or change of schedule or passing message knowing information or talking to any guest. In all the cases the person who will receive the phone has to consider some basic telephone manner. Also if you are a front desk agent then you have to know some telephonic spelling codes used globally to write proper spelling of a guest. So if you are a non-English or even an English speaker you should know some wellknown telephone manners. Tips for using telephone in Hotel: 1. Let the caller know who you are and from where you are talking by let him know your name, your department name, designation you are holding etc. 2. Use some common phrases over telephone. 3. If you have to receive phone call frequently then you must have to have some essential materials like telephone guide, essential number and price list of your hotel, notepad, pen, pencil, eraser etc. 4. Try not to make the conversation lengthy, make it short and be specific 5. If possible try to ask some questions to know what guest want to inform that will ensure your sincerity to guest. 6. As over telephone no one can see each other so set your voice tone in a friendly manner. 7. You must not engage with other work like eating, drinking or writing while talking to guest because that could be an obstacle. 8. Remember and must use globally used common telephonic spelling codes.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 56 Globally used common telephonic spelling codes: A for Alpha B for Beta/Bravo C for Charlie D for Delta E for Echo F for Foxtrot G for Golf H for Hotel I for India J for Juliet K for Kilo L for Lima M for Mike N for November O for Oscar P for Papa Q for Quebec R for Romeo S for Sierra T for Tango U for Uniform V for Victor W for Whisky X for X-ray Y for Yankee Z for Zulu Rooming a Guest (SOP) 1: Greeting at the elevator: Guest Relation Officer (GRO) handover the room key to the bell person. Bellperson address the guest and welcome him to the hotel. Then he show the way to the elevator Bellperson should offer to carry guest‟s coat or luggage as he escorts him or her to room 2: Showing the Room: Open the guestroom door with the guest key (making sure it works before the guest arrives), hold the door open and insert the key into the master switch. Let you guest settle down little bit.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 57 3: Present Room facilities: Generally guests remain very tired while they come. So don‟t expet they will allow you to give your full presentation. It is better to cordially ask in this way “May I take a few moments to explain the features of your room?” Briefly explain the light switches to the guest including the standing lamp switch and the bed side lamp switches. They may tilt beside lamp shades for extra light. Let the guest be aware of the location of the hair drier, laundry bags and dockets located in the top drawer underneath the TV. Guests may listen to the TV or radio in the bathroom by switching on the “Radio” switch above the tissue box located on the wall. Be sure that you don‟t miss to explain following points of information: Temperature control Emergency exits Technology information regarding internet access Power supply Introduce Restaurants and Bar Introduce Hotel services and facilities 4: Offer Services: Ice will be offered to all guests or pre-set in room. Whilst greeting arriving guests, offer complimentary pressing and shoeshine service. Offer to take coats and hang them in the closet. Explain the operation of the Instant Service Button. Offer unpacking services. Offer complimentary coffee, tea, or soft drinks. 5: Leave & Follow Up: Be sure you fulfill all guest queries. Tell him how to contact to you if he or she needs your assistance. Wishing him happy staying and leave the room. How to Introduce a Room to Your Guest (SOP) Today, we will try to learn how to introduce a room to your guest. Generally it is the duty of a bell person to carry luggage, escort guest to the room and then introduce the guest with the amenities and services of the hotel and the room. Being a hotelier it is his duty to provide all necessary information to the guest to make him feel comfortable and relaxed. Here are some step by step procedures you should follow: Introduce a Room to Guest: 1. Always be careful about the safety and security. So, while escorting point out on fire emergency exit and fire distinguisher on the floor. 2. Before entering room you should let your guest know how to use room key card to open the door. From your guest part, this may be his very first arrival in any hotel, so he or she
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 58 may not know how to use room key card. So better ask him or her first and if he agrees then show the way by this way: “So, Mr. Robin, Should I show you how to use your room key card” If he says yes then guide him this way: “First please insert your key card from the bottom to upwards and continue until you see the green light on. Green light means it is ok. So, now proceed to the room as the door is open now” 3. After his entrance to the room open the window and switch on the lights and give him or her some time to settle down little bit. 4. Then politely seek his permission to make him familiarize with the facilities of the room. You can say “Sir/Madam can I take some time to introduce features of this room” 5. If your guest agrees then give him information on following facilities: Air Condition/Heater Controls Bathroom with feature of rainforest shower head BOSE radio wave CD player Broadband Data Port for high speed Internet access Butler Service Brochure with Guest Preference Slip Coffee/tea making facility DND/Makeup room light switch Personal Bar Safe Deposit & Lobby Safe location Telephone and Butler Service Button Television and Remote Control Location 6. You can instruct your guest in this way: Your in room safety box is located here. It functions with 4-digit password, selfprogrammed, very convenient to use. May I show you how to use it? This is a Make-up Room & Do Not Disturb lights switch. Please do not switch on both lights at the same time because it will only show Do Not Disturb light from outside. This is Air-con Control Panel. You may adjust your room temperature with the switch here. Is your room temperature comfortable to you now? Your TV Remote Control is located here. We have 25 channels for your selection. This is your Personal Bar and Butlers will replenish drinks here every day. Here are coffee and tea making facilities. One of the most useful features is our broadband data port, which provides you with complimentary high-speed Internet access.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 59 Here is your BOSE radio wave CD player. You may enjoy CD & radio music any time. Here is your Bathroom, which has both bathtub and shower stall, which features with rainforest showerhead. 7. You should give your business card or tell him the way to contact you if needed. 8. Wish your guest to have a pleasant stay upon leaving the room. 9. If guest wish not to have room introduction at the moment, only point out In Room Safe‟s location & Butler Service Button before executing himself. 10. For return or regular guest, just highlight any new services and facilities if any. Collection of Guest Data on Arrival When a guest first enters the hotel then he needs to fill up guest registration card. Hotel collects data from guests for security concern. Also such specific data is further used for making guest history and doing marketing research. So, collecting data from guest on his first arrival is very important. Here are some basic points of information a hotel collects from his guest: Full Name Address and Country of Residence Type of Travel Document and Serial Number Validity of Endorsement for arrivals Type of Visa and its expiry date Validity of Document of Overseas Date of Entry Purpose of Stay Birth date Date of arrival and departure Steps: Now here are some step by step instructions for front desk personals on how to collect data from a guest from his first arrival in your hotel: 1. After a guest‟s check-in, collect his passport and travel documents. Be sure the photo match with the person standing in front of you. Nowadays you should give extra wait to avoid any fraud. 2. Request your guest to fill all required data in detail in guest registration card. Don‟t us any backdated Registration card. According to the present security demand include new information there.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 60 3. If guest becomes bored or show anger to fill so much detail then politely inform him or her that all these information are need to be taken for national security and this will help your guest for his safe visit in your country. 4. Collect business card and frequent flyer card from all first time travelers in order to prepare a proper Guest Profile. 5. If your guest does not have any business card or not willing to give you then gently request him or her to fill in the remainder of the guest registration card. 6. Not take much of his time. Other guest might wait behind him and wants to check in. Try to complete check-in procedure promptly but emphasize much on accordance not for time saving as taking proper information is your ultimate task. 7. After collecting data verify with presented documents and be sure information he has provided are correct. Greet the guests on His or Her First Arrival It has been told that "First impression is the last impression". So, it is very important to know How to greet the Hotel guest politely when he enters into hotel premises. Members of the uniformed services division of the front office, is the first hotel personnel who meet with guest at the time of arrival. Depending on the size, policy, makeup of the hotel, either a doorperson or valet/garage attendant meets the guest. In large hotel, parking valet is the first person who first meet and greet the guests. Even when a guest leaves a hotel then they are the last persons with who guests contract. So, this position is very crucial. A good service from parking valet personnel could create some repeat guests as well. Generally a strong good looking person with proper grooming and hospitable attitude is selected for this post. He has to greet the guest with warm pleasant smile and try to make the guest comfortable. When a guest first arrives in a hotel, then he could either take help from valet attendant by leaving in front door or give their vehicle to be parked or he could park his vehicle by himself. Then he meets with doorperson. They greet warmly and guide towards front desk. In hospitality industry there has been a lots of record where guest come again and again in a hotel only for a doorperson. Again in small hotel, where there is no valet attendant, in those situations the job responsibility of a doorman increases and a lot of things depend on him. They also help the guests in their departure time. Guiding to front desk In this stage, the Bellpeson, a Front Desk personnel of Hotel will come in to scenario. The position of bellperson is called by these names: 1. Bellboy 2. Bellman 3. Bellhop 4. Bellstaff
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 61 In modern age, they are called as bellperson worldwide. Their prime function is to escort the guest to Front Desk and after finishing procedures, from front desk to guest rooms. This is called “Rooming the Guest”. After escorting to rooms it is their responsibility to make guest understand all the room features and some basic, much needed information about the hotel. Some information they should give to guests are1. How to use room key. Some guest may find room keys hard to use as it varies from hotel to hotel. 2. How to use different electronic equipment in the rooms. Sometimes by pressing one button all the equipment stops. So, he should make guest aware about how to handle equipment like Television, Computer, Dvd Player, Hair dryer etc. 3. What food items are included with room charge and for which they have to pay separately. 4. Clear idea about how to operate telephone. 5. Safety & Security equipment and procedures. Besides escorting they may assist to other departments as well. They may help to pass message from one department to another, place room gifts like flowers, fruit baskets in guest rooms etc. Job responsibility and placement of a Bellperson may differ from hotel to hotel. If the hotel is a small one, then the bellperson may work as doorman and may be even as valet attendant. On the other hand, if the hotel is too large, then often there is a chance that bellperson comes to assist guest only after he checks in. It is not necessary that guest need them all the time. So it is better to ask whether the guest need his service or not. Some repeat guests know hotel very well and often they don‟t need assistance from bellperson. Bellcart: Guests come with some luggage. So, it is hard and looks unprofessional to take those by hands. So, bellperson use this trolley which is known as bellcart to carry luggage from front desk to room and vice-versa. A to Z Guest Registration Procedure (Part-1) When the guest, after his arrival approach to front desk, registration procedure begins. If all the front desk staffs are busy with guests, which not happen generally, then they may request gust to wait for some minutes in lobby area and they will call him back when they will get free. Often in busy time guests, stand in a line and approach to front desk one after one. Front Desk Agent has to have ready smile all the time. As the guest approaches the front desk, he/she should be greeted warmly. The guest who is warmly welcomed with a sincere greeting will feel positively about the hotel and will expect similar mannerism from other hotel staffs. There is a 10 x 10 Rule, practiced by front desk agents. This has 2 basic significant parts:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 62 The first 10 Suggest that, gusts have mentality to judge a hotel by his first 10 minutes visit. So, during this time if he gets well professional service then they will have positive thoughts about the hotel. The other 10 means a front desk agent should greet and welcome the guest, 10 feet before he comes to front desk. This will make guest feel important and make a friendly atmosphere. When the guest approaches toward front desk, now it is time to start conversation and during the conversation it is advisable to double check the information provided by the guests. Registration is a process where many issues will come to play. We will discuss those later on this series of tutorial. Here are some basic points applicable to that situation when the guest has done pre-registration Verify guest's name. Insure spelling to avoid any mistake. After finding reservation record, give a summary of the record so that everything is right. Here you should include name, nationality, room preference, room rate, arrival & departure date etc. Be sure about room status before you give it to your guests.Only V/R (Vacant Ready) rooms can be given. There is a high chance that the room is vacant but as the previous guest leaves few times ago, so housekeeping staffs are in a process to clean the room. If this is the situation then front desk agent can politely tell the guest to wait in lobby for specific period of time. If for any reason the room, which the guest has booked earlier, cannot be given then gently sorry to him and give him some more preferences. Be sure whether the guest is a member of the hotel or comes from any discount or promotional or any kind of offers or not. Often many organizations offers free staying in a hotel as a part of their promotional or social activities. Now the most important part, be sure about the Methods of Payments.Generally guests prefer cash, credit card, debit card, bank checks etc for payment. This is a tricky part. We have discussed in this tutorial. Don't miss this tutorial. Finish the process, double check, give the key and tell the guest how to move to the room. If the guest needs, ask the bell person for guiding him. A to Z Guest Registration Procedure (Part-2) From this tutorial we will cover some deep issues involving in guest registration. From a front desk agent‟s point of view there are some basic points in the guest registration process: 1. Preregistration 2. Registration Record 3. Settling Room type & Rate 4. Methods of Payment 5. Handover Room Key 6. Especial Request (if any)
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 63 Preregistration: Almost all the guests come to hotel after making registration before. So a front desk agent gets enough time to finish all the formalities prior to guest arrival. He even knows in which time which possible guests would come. Generally, in times of preregistration the agent collects all necessary information and when guest comes he just recheck everything and settling the payment. In some hotels, agents create folio; assign room number etc in times of preregistration. But some front desk manager differs with this type of trend. From there experience they find 2 major problems here: Some guest cancels registration at the very last moment. Assigning a large number of rooms advanced may give less chance to nonpreregistered guests. Sometimes, some guests want transportation. In that case, the registration may be done by the driver of the vehicle by giving registration card to the guest. Even some well reputed luxuries hotels provide welcome check in service in airports. Registration Record: A registration record is created by front desk agent where he puts all necessary data of the guests. Registration card holds some basic information such as: Guest Full Name Address Date of Arrival Telephone Number Company Affiliation Room Rate Method of Payment Rules & Regulations of the hotel Check out time After guest departure, this record plays an important role. It becomes a part of the hotel's guest database. It is a main source of guest history file and from this record a hotel can easily identify the guest if he comes next and this will save a lot of time for both, hotel and guest. Settling Room type & Rate: If a front office agent is not clear with these terms described on those 3 tutorials, it will be difficult to sell the room properly. So, before reading ahead you have to have clear conceptions about room types, status and rates. On the basis of reservation information, front office agent can assign a vacant room for a guest or if the guest has any specific request then he will try to find such room and if no such room found then can offer similar type of room. After deciding room types, it is the responsibility of front office agent to describe all the features, amenities of the issued room to guest and if he wants something extra then discuss it. Now settle the room rates. It varies from guest to guest and the policy of the hotel. If the guest has business relation with the hotel or comes from a company with whom the hotel has prior contract or if the guest is a VIP or if the hotel likes to lower its room prices for some reason, in all these situations room rate will be varied. So, front desk agent will settle room rate according to the situations.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 64 A to Z Guest Registration Procedure (Part-3) Here in this tutorial we will discuss 3 steps: Methods of Payment Handover Room Key Especial Request (if any) Methods of Payment: Guests can pay in different ways to book a room or settle his account. Some widely used payment methods in hotel industry are: Cash Credit Card Check Direct Billing Money Order Voucher, etc To avoid any future problem, it is advisable to take proper step to insure proper payment. Nowadays credit card fraud has been a common problem. So, a front desk agent needs to follow all the standard procedures before settling any account. Handover Room Key: By issuing room key to guests, the front desk agent finishes his registration process. The procedure should be finished within 2 to 5 minutes if the guest has pre-registration. Now, in this stage, front desk agent should carefully handover the room key so that no other guest may know the room number which will ensure guest privacy and at the same time should give proper direction to make the guest understand how to go there. In most cases the bellperson guides the guest to the room. If this system exist then the bellperson or if not then the front desk agent should explain room facilities and some guideline on how to use different services and equipment. Special Requests: Guests may have some especial requests such as: Location of the room Room view Type of Bed Smoking or non-smoking habit Amenities and equipment Special decoration of the room Extra facilities for child and disable guest Generally most of the hotels could manage some common guest requests. So, if possible try to help the guest by managing their request and if not possible then politely ask the inability
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 65 to keep his request and if possible show the reason for that. Generally, such requests are done in times of pre-registration and at that time guest knows whether his request will be kept or not. So, if the front desk agent acknowledges any request but the guest, after arriving, finds his request is not taken under consideration they he may feel highly dishonored. So, it is a prime task for a front desk agent to follow up guest requests. Methods of Payment in Hotel Hotel is a business organization which is run solely for making money. Hotel earns money mainly by selling rooms. So, it is the major responsibility of a front office agent to collect the room payment from guest properly. Generally, guest pay during their registration and in time of check out. Some methods are widely used as methods of guest payment in hotel industry. Those are: Cash Credit Card Personal Check Direct Billing Cash Payment: Some guests prefer to pay room charge by cash. Guests living for shorter period of time have such tendency. They do not expect to extend their in house credit by shopping or having food in hotel. If he wants to extend his credit then the front desk agent may collect his credit card imprint or politely request him to settle his account immediately in times of his extended purchase or use of any amenities. If a guest wishes for cash payment then in times of registration, the front desk agent should acquire full room rate, taxes and some anticipated usage amount (such as room service, in room phone etc) to avoid fraud. If any guest don‟t wish to pay anticipated amount in times of registration then he will be charged and have to pay every time he purchase or use any service from hotel. Credit Card Payment: Nowadays payment through credit card has become the most common methods of payment. Some of the well-known brands are American Express, Diner‟s Club, Visa, Master Card, JCB etc. The agent obtains the card in times of registration and has an imprint. In all the hotel there is a computer system by which agent can know whether the card is valid or not with sufficient amount of money. This is referred to as Card Approval. Computer automatically calculates anticipated amount of money to be charged by calculating room rate and amount of stay. Payment by Personal Check: Some hotel allows such method of payment while other has totally strict policy against this method of payment. Personal check verification is a similar process like credit card. Through the issuing bank, funds to cover are verified. For the approval of personal check hotel needs following points of information:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 66 Guest‟s driver‟s license number Address Telephone number Contract details, etc. These need to be written on the back side of the check. One point to be mentioned that travelers check and certified check do not need any approval because they are solely issued by exchange of payment while those are issued. Direct Billing: Direct billing arrangement is made through guest or company and the front desk agent in advanced of the guest arrival. In this case, the guest needs to just sign in the bill in times of check in and check out. The agent just reviews guest credit application and check whether the bill exceeds the limit or not. Generally hotels offer to use this type of methods to their loyal guest or whom who are representative of any company with whom hotel has prior contract. Bills are sent to guest in their office or other addresses after they finishing staying in the hotel.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 67 Basic Tutorials
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 68 How to Maintain Interaction with Guest As an hotelier it is your duty to maintain a Good relationship with your Guest. A guest is treated as the ULTIMATE BOSS. As long as you will get guest, your business will run. Without guest you can't survive. So, for your very own benefit you should try to maintain a good interaction with your guest so that he or she may come again and again and thus you can make business. Our today's, Free Hotel Management Training Tutorial is very much important for all the hoteliers. Whether you may work in Front Office or Food & Beverage or Housekeeping department you need to read this tutorial. It is about how to maintain interaction with guest. Here are some MUST FOLLOW tips you should practice: 1: Any hotel guest and member walking past your working area or waiting to be served by you must be greeted and acknowledged “How are you?” with a warm smile always regardless of your situation with another staff – guest. 2: The hotel guests and members are acknowledged on arrival with eye contact and a warm smile followed by a verbal greeting “Good Morning/Afternoon/Evening follow by can I help you?” 3: The hotel guest‟s and member‟s name is used and effort must be made to address and remember the guest‟s and member‟s name 4: Ask the hotel guests and members politely if this is his/her first time using the facility. If he/she is a first time user, attendants are to show him/her around the changing area & explain the facilities & services provided 5: All hotel guests and members shall be served with the following: He/she shall be assisted to the locker they were assigned to and assisted with opening their locker. One pair of clean slippers and two towels is to be provided. His/her shoes will be brought to the shoe rack and inform him/her that their shoes shall be cleaned or polished (compliments from the management) Ask if he/she requires any bathrobes He/she shall be offered refreshment drinks available from the water cooler located at the club. 6: The hotel guests - members shall receive relevant & accurate responses to any question that may be asked regarding the changing area 7: During servicing, the hotel guest‟s and member‟s belonging are carefully handled and placed tidily in the location in which they were found 8: Effort shall be made to ensure that the hotel guests and members feel relaxed in the changing area
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 69 9: Effort shall be made to ensure first time users feel welcomed and to constantly assist them. The location of the showers, steam rooms, gymnasium, swimming, lockers etc. must be explained to the hotel guests and members and first time users 10: All hotel guest‟s and member‟s unsafe or anti-social behavior in the changing area must be monitored. Attendants must take steps to ensure that such behavior is prohibited and reported to the manager. 11: On leaving the changing rooms while hotel guests and members are still around, ensure the door is closed quietly and securely 12: Be observant and assist each hotel guest‟s -member‟s need & requirement. 13: Always be stationed at entrance & ready to receive any hotel guest-member 14: Constantly ask the hotel guests and members if they require any fresh towels when serving in the wet area 15: Offer hotel guests and members cold towels to freshen up upon coming out of the sauna, steam or Jacuzzi. 16: Check and balance all amenity supplies on a weekly basis, if in sufficient requisite them every Monday 17: Assist hotel guests and members to switch on the Jacuzzi blower when you see him/her using the Jacuzzi 18: Offer to heat up the sauna with the water bucket and ladle for the hotel guests and members when he/she uses the sauna 19: If a hotel guest and member requests for any form of massage or treatment, please ensure the following: Show the hotel guest and member our massage menu and recommend our popular massages/treatments. Offer them a complimentary drink when they confirm the suggested treatment/massage. Inform him/her that we require 5 to 10 minutes to arrange and prepare the treatment/massage for them. Bring him/her to the relaxation area to wait for his/her treatment. Inform him/her and bring him/her to the therapist once the treatment is ready 20: When hotel guests and members leave the area, always say goodbye and thank them for coming.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 70 Code of Conduct for Hoteliers In order to provide 100% professional service to our guests we as a hoteliers should concentrate on some issues. Her in this Free Hotel Management Training Tutorial we will learn some Basic Code of Conducts for Hotel Industry. Each and every hotel staffs should be careful on these issues and authorities should take actions in case of violation of any rules. All Employee's will report for duty a minimum of 10 minutes prior to the rostered start time to ensure that they are on time for duty. And that they are present for the managers briefing. At the completion of their fostered shift, all employees must leave the Outlet or section that they have been assigned to, and are not permitted to return. The exception to this is if they have been asked to stay back by their respective Manager, or have been called back to the outlet for a particular reason by the Manager Staff is not permitted to chew gum Staff is not allowed to consume any food or beverage whilst on duty, except when approved by the Executive Chef for product knowledge purposes, during the rostered meal times and in the staff canteen. Staff is not permitted to smoke in any area of the Hotel, except where it has been designated by the Human Resources Department. Staff are not allowed to wear any decorative, political or any form of costume jewelry on their uniforms at any time. Only items which are stated in the Staff Handbook, as issued by the Human Resources Dept. No Jewelry (broaches, bracelets, visible necklaces or rings) will be worn at any time. The only exception will be wedding rings and watch. However in areas where rings may be a hazard to the Employee's safety, the wedding ring must be removed. Staff are not permitted to wear Hotel uniforms outside the Hotel at any time, unless they are fulfilling a function as part of their Job. Or have received permission from the F&B Manager, as they are on Hotel business. Staff will not receive or make personal telephone calls from any Outlet or section. Staff will be disciplined should they use abusive or offensive language to any guest, member of staff or management. Staff is not permitted to change shift, days off or hours of their work, without approval being given by the Outlet Manager or F&B Manager. Staff is not permitted to sit in any outlet, at any time, unless they are performing a duty or task that requires to be seated, and this has been given to them to do by the Outlet Manager or his or her designate. All staff will wear their name tags at all times, If a staff member has lost their name tag, they will be required to pay XYZ for a new one which can be picked up at the Human Resources Department. Any staff member who is unable to report for work, at the time designated on the duty roster, will be required to contact their Outlet Manager, within two hours of their start time. Otherwise disciplinary action will be taken.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 71 Any Employee who does not show up for duty, and no word has been received from them as to what is happening will be deemed as "Abandoning their Position". Personnel will be asked to get in contact with the staff member, to ascertain the employee's intentions. No staff member at any time will be allowed to sleep, whilst on duty. Any person caught sleeping on duty will be disciplined as per the Staff Handbook. Theft of Hotel‟s, guest‟s or fellow staff members property will not be tolerated, and will be dealt with as per the Staff Handbook. Staff must avoid a loud voice or yelling across the Outlet. Staff must always walk in an upright manner, with the head up and shoulders back.Staff must never walk by dragging their feet across the floor, and no taps are permitted on their shoes. When standing, staff must always have their hands behind their backs. When standing, staff must always have their head up, and must be looking at the tables in their assigned section. Staff should not be standing and looking at the ground, wall, and ceiling or away from the assigned station. Staff is not permitted to leave their assigned outlet without permission. Staff is not permitted to go to another Outlet or section, unless they have permission or have been instructed to do so by a member of the management. All Staff are required to show a positive approach to their position, fellow staff members, the Management and the Hotel and its guest at all times. Staff are encouraged to smile at all times when they are working, especially when they come into contact with guests of the hotel and Outlets. Staff is encouraged to show interest in the guests needs and wants, and to try and anticipate the guests needs. To ensure that the guest is satisfied with our service and product upon the completion of his or her staff with us. Gambling for money or for any other form of material or favor gain, will not be permitted. And will be dealt with as stipulated in the Staff Handbook. Staff members are required at all times, when they are not able to understand a guest to call their supervisor. Never pretend you do not understand which will make the guest angry. Explain politely that you do not understand, and that you will call your supervisor immediately. Never Say: “It is not my job”. All staff is required at all times to be co-operative and render assistance should the need arise. Staff at all times should be helpful to the guest, and to fellow staff members alike. All staff are required to act in a professional manner at all times, running around or behaving like children will not be tolerated. Staff is required to pay attention as to how they are speaking to the guest: o Speak clearly and not too softly o Stand straight and do not wiggle, do not put your hand in your pocket and do not look around o Make eye contact. o Smile.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 72 11 Must Follow Golden Rules for Hoteliers Today we will discuss 11 must follow golden customer service rules which are very important for each and every hoteliers or staffs working in any restaurant or cafeteria. Try to follow these rules and increase your expertise. 1: Looks like a Professional: It has been saying that “first impression is the last impression”. So why not you take the chance to impress your guest at the very first contact. Hotel industry is a professional industry and to cope up here you need to be professional right from the beginning of your career. You should wear proper uniform, maintain personal hygiene and always should have ready smile. 2: Immediate attention to your guest: All the guests want full attention. So if you are busy you have to be tricky enough to give proper attention to your guests. Sometimes a waiter has to cover 2 to 5 tables at a time and it may become impossible to concentrate on all the table equally in a busy time of the day. So, if you are free then you should help your colleague. You can serve other table because after all you all are part of the same organization and you all have to work as a team. 3: Be confident: If you are working in a hotel and restaurant and you are not confident enough to handle guests then it will reflect in your work and guest will not feel satisfied. As a staff, you should be confident enough to work and server guests properly. 4: Sincere Greetings: At the very first step try to make your guest friendly and show him your sincerity. A ready smile and greeting will make your guest comfortable and friendly that will help you to deal with him in future. 5: Listen Properly: Listen first then answer this a golden rule you should follow both in your personal and professional life. If you do not listen properly then there is a high chance that you will make mistake. You may take wrong order or disturb guest in a wrong time etc. Even there are some guests who may have lack in speaking in foreign language like English. So, give more attention to understand what guests want to say and then reply. 6: Maintain Eye Contact: Proper eye contact will make guest feel that you are listening him properly. It also makes it easy to maintain good friendly conversation. 7: Using Guest’s Name: Just think yourself. Don‟t you feel happy if someone call you by your name in any place? If you are sure about your guest‟s name then try to call him by his name. This will easily make guest happy and he will thought you would give him extra care. 8: Protect Guest Privacy: This is very important for front office staffs. Always maintain guest privacy. Do not disclose such information among other guest which can be harmful for any particular guest. For example when a bell person escort a guest to his room then in spite of asking guest about his room number ask politely to hand over his room key and by this way you will know his room number and at the same time maintain guest privacy.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 73 9: Offer Extra Service: Your main focus should be to make your guest feel that you are taking special care of him and willing to help him more and more. Always offer extra service. This will make your guest happy and you can also increase your selling. 10: Try to meet guest requests: When guests make requests that hotel cannot meet the requirements then do not directly refuse your guests, you should try to help as much as possible. Even if for any reason you cannot satisfy the guests try to make guests feel the hotel has been doing our utmost to help him. 11: Handle Complaint With Extra Care: Those who are working in hotel industry for some years, know how important this is. A single guest can give you 100 more guests and from that 100 more guest you can get 1000 more. On the other hand a single guest‟s dissatisfaction may cause you serious lose. So, never ignore even a minor complaint. Take it as a chance to improve your standard. Always be careful to take follow up steps after receiving guest complaint. Always remember that if you promise your guest to solve any problem then it is your duty to take follow up time to time and be sure to resolve the problem. Interpersonal Skills of a Good Hotelier (Exclusive) My today's discussion is on Social Skills needed to be a good hotelier. These are some good points which each and every hotelier should try to attain. In fact you can say that, these are some golden requirements for a Good Hotelier. 1. Right Attitude: Greet the guest and colleagues with a smile and maintain good positive expressions at all times. Stand upright. Hands free, not in the pockets or folded Both feet flat on the ground, not leaning. Open and positive body language and posture. 2. Speak Properly: Be tactful and courteous Maintain good humor and even tempered Maintain eye contact when addressing the guest Look and act professional Always appear confident Listen carefully and respond to guests accordingly Use the guest‟s name at least twice during conversation Ask open-ended questions to identify needs. Speak clearly and maintain a good tone of voice at all times Be specific in your explanations
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 74 Consult your colleagues if any doubt arises 3. Maintain Eye Contact: Make eye contact while speaking to guest Give guest a warm and friendly welcome, “good morning, Mr. X, how may I help you” Make the guest feel comfortable and safe Refer to the guest twice by the correct title and name once known. Be discreet Establish the guest‟s needs by asking open questions Display genuine interest in what the guest is saying Give guest their time to speak. Do not hurry them up Always recommend our services to the guest 4. Be knowledgeable with available Services & Facilities: Be able to describe each product Know who is who Know the layout of the hotel Know the location, opening timings and ongoing promotions of the outlets Have a good general knowledge of events in your city Be aware of all functions and their location 5. Knowledge about your Locality: Knowledge of your city should include Location of other hotels Location of night clubs Location of restaurants in the city Location of banks Location of conference centers Location of sport facilities Location of main events happening in town Location of main shopping centers Location of specific shopping 7 Questions You Should Not Ask Your Guests Our today's Free Hotel Management Training Tutorial is about questions that you should never ask your guest as a professional hotelier. If you are a novice hotelier or you give training to your stuffs then beware of such questions. If you ask this kind of question to your guest then he or she will be irritated and that may be a reason of negative impact in your business.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 75 Anyway here is a list of 7 NEVER ASK QUESTIONS: 1. Do not ask the age: Do not personally ask the age of the guests, especially women. But yes, in case of proving alcohol to under age guest you have the right to be confirmed. Otherwise in all other cases try to use some tactics to know how old your guest is. 2. Do not ask about Marrigial Status: Marriage is a personal privacy, the others find out this information to be rude. Find out if the opposite sex, even inappropriate. In case of addressing to lady guest it is often safe to call them as Ms. or Madam. 3. Do not ask about income: Income to some extent related to the status and personal ability and is a person's face. Income-related housing, property should not be talking about. 4. Do not ask about Address: Unless you want to go to his house guest (it also depends on whether other people invite you), generally do not address the guests asked. But yes if you are a reservation agent and need to fill up his mailing address then you should request him to provide you solid information. 5. Do not ask about experience: Personal experience is one's cards, or even have privacy. So do not ask the guests experience. But you can ask about his or her experience about your hotel, hotel's service etc. 6. Do not ask about Faith: Religious beliefs and political views are very serious business, not lip service. 7. Do not ask the about body: People who have the weight problem, do not ask his weight, he cannot just fat than others. Cannot ask whether the whole people had cosmetic surgery, whether wigs or false teeth. Remember while Referring Problems to Superior Today, I want to draw your attention to a very important topic. Today we will learn some key points which we must remember while referring any problem to our superior. As a hotelier you should ensure these basic points while taking any problem to your boss: 1. Make sure that you inform him all facts and information that the guest has confirmed. 2. You should know exactly what the guest expect from you. 3. Give your superior an account of your conversation with the guest. Do not exaggerate to make yourself look efficient. Stick to the facts. Do not hide anything. 4. Tell your superior about any promises you have made to the guest. This is very important. Even do remember this point when another colleague comes to take your place in his own shift. 5. Know at this point if your superior is going to handle the situation or if you will keep on working on the problem itself. Dear Hoteliers, Do remember, it is not always in your best interest nor the guest‟s to “pass the buck” to a person of higher authority. You should try to solve the problem on your own. If your guest insists or dissatisfied, then seek further assistance.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 76 Medical Emergency: When Guest Become Sick Today we will learn a serious Hotel Management Training tutorial on Medical Emergency. In a hotel, guest from different age level enjoy their time. During their stay, any of your valuable guest may suddenly become sick or may not feel good. Certainly, as a hotelier this is one of the toughest moment to handle, because if you don't take proper step immediately, a valuable life may be lost at the same time it will welcome lots of legal and other problems. So, here in this Free Hotel Management Training Tutorial we will learn how to react When the guest complains he would like to go to the doctor or he is not feeling well. Don't kill any time unnecessarily. A life depends on you, so you must act quickly and the following steps will assist you in doing so: 1. Politely ask the guest if they would like to have the doctor on call, if so call hotel's doctor and request him to come as early as possible. 2. If the situation is too bad that, the guest or family member of the sick guest want to go to the hospital immediately then follow these steps below: Call the front office to have a car ready with driver Call the hospital to inform them we are on the way A car has to be made available even if we have to let guest wait at the airport etc, they will understand Try to explain the symptoms if you can Butler or host to go with them if its serious one Manager on duty to accompany Gm. to be informed straight away Butler, host to call once they at the hospital and to keep GM If serious GM to go to the hospital to give added support We must inform the hospital if the guest has any illness or he she takes prescribed medication or any illness they might have, we must determine this at the first step A full report must be made by the butler – host as to what the guest has said and what has been done by the hotel to cover any mishaps that might occur, it must be documented as it might come back to us down the line. A log book of all accidents must be kept at front office in terms of customers and a report filled out by the MOD or the host who assisted the guest to the hospital If the guest stays overnight we must look at food if they are allowed The spouse having to stay overnight at the hospital Any additional assistance they might need to contact their insurance company etc this must become a best practice What you should write on Log Book: Time of call from guest Location What they have complained about
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 77 Any medication they take due to illness Specific request from the guest to their illness Time of our driver on stand by What hospital we sent them to Any overnight stay at hospital Any request additional from the hotel they want if they stay over Any food taken to them Remember You need to be as detailed as possible to ensure you can assist guest; as well as cover your authority in regards to future claims. Working as a Team in Hotel & Restaurant In hospitality industry there is no one man's game. It's all about team work. A good service provided by any hotel is the outcome of a great team effort. If all the department do not act simultaneously then it is impossible to provide quality service. Let's see what a guest wants. Generally all the guest want: 1. To check in properly 2. Get good behavior from hotel staff 3. Get their room clean and ready to accommodate 4. Good taste hygienic food 5. Proper bill against their consumption & usage of facilities 6. Nice pleasant atmosphere 7. Easy check out, etc Now, as you see none of his expectation can be fulfilled by any particular person or even by any department. Housekeeping is responsible for cleaning the room, accounting department deals with billing, front office manage check in and check out, F & B Service and Kitchen staffs are responsible for food and beverage items, even a staff gets contact with security man, bellboy even after with electrician or driver etc. So, if the guest gets disturbed with any of the single staff then he or she will accuse the whole hotel authority and may not come again which means a loss of further business. On the other hand as a part of the management even you give your 100% then a single staff like a driver or dishwasher can be the reason of losing a potential guest. So, all associates must practice the following guidelines to work together as part of a team to promote harmony and enhance productivity: 1. Help your fellow associates whenever possible 2. Ask you fellow associates for Help when you need so guest service does not suffer 3. Say hello to fellow associates when you see them always use their names if you know them.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 78 4. Say “please” and “thank –you” to fellow associates. Don't hesitate to say sorry to your Inferior colleague. 5. Work with each other to share work, supplies and equipment. 6. Take pride in your work. 7. Always clean your work area after your work. 8. Solve fellow associates problems, never blame others or other departments 9. Always follow the standards and procedures 10.Offer to help and assist new associated by answering questions and demonstrating as a mentor. 11.Be respectful of the work of the Support associates, such as pot and dishwashers. Must Follow Etiquette Tips for Hoteliers Hotel industry is a truly professional industry. Success of an establishment highly dependent on the professionalism of its staffs and authority. Therefore being a part of this industry, as a hotelier you should maintain some etiquette to ensure 100% professionalism from your part. Today we will learn some must follow etiquette tips. If you really want to be a successful hotelier then must follow the following tips. 1: Don‟t discuss any argumentative topic in front of your guests and even with your colleagues that could hurt others or create arguments. Such as: Politics or Political Views Religion Hotel‟s internal policies and procedures and staff‟s welfare Family affairs Personal relationship Personal affairs and conversation of intimate nature Supernatural beliefs 2: If you don‟t have working schedule then don‟t come in hotel. Without schedule our presence in hotel is strictly prohibited. 3: After finishing your working hours don‟t walk here and there. You are not allowed to hang around in public area (i.e. restaurants, pubs, theatres, parks etc) of a hotel. 4: As an hotelier you must keep in mind that you are part of a team. So, if required be prepare to assist your colleague, do whatever job you are assigned. For example a Cashier can assist to move luggage, front desk manager can rooming a guest. etc. 5: Try to think beyond a guest. Try to consistently exceed guests‟ expectation by always thinking one step ahead of them and delivering the best possible service even before they could ask for it. But must keep in mind that never be so hyperactive that your guest could be bored with you.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 79 6: While working must follow these etiquette rules: Always wear proper uniform with correct Identity badge or tag. Conduct with your guest in a professional and respectable manner Stand like a professional. Stand in an upright posture with hands behind the back when not serving Guests. No raising of voices or arguing with guests, causing commotion and disturbing the peace Do not rough and tumble Do not use Guest‟s elevator unless escorting Guests. Use the Stairs if it is for 3 levels down or 2 level up. Escort guests into the elevator first and assist them with pushing the lift buttons. Do not gather in groups of more than two. Unnecessary gathering or gossiping is strictly prohibited. Do not chew gum. This looks really bad. Do not smoke while on duty except in designated area during meal breaks and do not smoke with jacket on. Do not wriggle arms, legs or drum fingers at the counter. Do not lean against walls or counter, slam drawers or throw things around. Do not read magazines, newspapers or books. Do not sleep while on duty. If you need just take few minutes rest on back area. Do not keep or take property not belonging to you personally. Do not invite friends or relatives into any area of the hotel. Must remember this is your working place not your home! Do not make unimportant and long personal phone calls. Specially if you work in front desk then don‟t use hotel‟s phone for personal reason unless you really need to use it. Do not carry hand phone and pager, must be on silent mode. Do not utilize hotel guest facilities for your personal benefit. Do not sit at any time in areas designated for guest. Do not loiter around public area i.e. Lobby, lift landing, guests‟ floors Do not bring food into work area. Do not manicure nails, pick teeth, nose, comb or flick hair. Do not register anger or impatience towards colleagues and guests. Assist guests by personally showing them to their required location, when time and manning permit and duty calls for. Smile and acknowledge every guest that passes your way by using proper greetings. Greet your guest and colleagues whenever you meet with them. Must take each and every complaint with highest priority. 25 Rules for All Hoteliers In a hotel there are lots of staffs. If everyone follows some rules and regulations and work properly then there is no reason you cannot get 100% customer satisfaction and make profit. Today we will learn some must practice tips. These tips should be practiced by all hoteliers.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 80 25 Rules for Hoteliers: 1. Always Smile & if possible try to greet your guest by name (If he or she is a regular guest). If you can‟t then address him or her as “Sir” or “Madam”. 2. While approach to your guest try to maintain eye contact and speak to the guest in a warm, friendly, courteous manner 3. All Phones phone calls should be answered within 3 rings in all departments. Telephone etiquette shall be adhered to at all times. Remember “the voice with a smile”. 4. Always present yourself in a professional manner. Try to look like neat, clean, cheerful and professional manner. 5. As you are the part of your establishment so overall neatness, cleanliness of your hotel or restaurant is the responsibility of every associates, front and back of the house. 6. Uniforms are to be cleaned, pressed and sewn, name tags to be worn; shoe must adhere to departmental standards, clean and well-polished. 7. Be knowledgeable about your local area. Often guest may seek your suggestion. It will sound too bad if you can‟t answer him properly. 8. Entrance and reception desk will never be left unattended (24 hours). This will certainly give a VERY BAD Impression. Staffs working in night shift should strictly maintain this rule. 9. No guests should keep waiting longer than 10 minutes for any kind of request. If you need more time give him follow ups. Keep waiting a guest for a long time without informing gives bad impression and guest may feel insulted. Acknowledge guest in queue or waiting for service and apologize for any delay. 10. All departments should carry log book and report any opportunity and challenges they face on their day to day operation. This will help to improve, 11. Corridors and exits should be free of room service trays and free of obstruction. There should be easy walking way for both guest and staffs. 12. Wines and beverage list must be presented to all guests. Be knowledgeable about your stock. 13. Don‟t be afraid to attend on guest complaint. Try to Learn how to approach and resolve while guest completing. 14. All associates must promote the Hotel food and Beverage outlets with confidence. Having suggestive selling skill is necessary. 15. All linen for guest (e.g. room and food and beverage) should be free of stains and holes. Recheck all the time. 16. Floral arrangements need to be fresh and good looking and match with standard of your hotel. 17. All staffs must report any maintenance defect during operation. 18. Empty all trash or dust bin on every shift. 19. Make Brass work and stainless steel look clean and shiny and must oil trolley regularly. 20. Public rest rooms need to be cleaned and keep dry at all times. Staffs should have knowledge on hygiene and sanitation. 21. Maintain a correct inventory of furniture, fixture and operating equipment.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 81 22. If you cannot fulfill any request, we must always offer alternatives 23. Always try to show your eagerness to help your guest. Be enthusiastic all the time. 24. Always greet your colleagues as “Good Morning”, “Good Afternoon” or “Good Evening” 25. All articles found in any department to be handed over to the Lost and Found department for Safe-keeping. How to Handle Sexual Offer Sometimes guest may give sexual offer to room service personnel. No hotelier is allowed to coordinate any kinds of sexual activity with guests. All sexual offers should be handle with proper professional mannerism and if you cannot stop your guest you should report it to your superior or call the security. Here are some tips and guideline Often guest makes sexual offer in this way: “Hi Jonah, You been so nice and helpful during my stay. I would like to thank you for all your assistance. Would you like to join me for dinner tonight? You can help me choose which restaurant is good." “Jon, you have been very helpful. Would you be able to arrange a girl (person) for me tonight?” “Steve, would you please arrange a girl for me to come to my room. I will give you a good tip” If a request is received from a Guest of sexual content such as requesting to arrange a women/man will be refused in a polite and professional manner. “I am very sorry, Mr. X, We are not at liberty to provide this kind of arrangement. Yes, I do understand that our Hotel's Service concept is to assist our Guests in all aspects, but I am afraid we do not have any training and I am sorry, we will not be able to assist you in this request” If a request is received from a Guest asking for personal escort or sexual nature, hoteliers will refuse politely and professionally in the following manner: “I am very sorry, Mr. X, I already have plans with my Boyfriend/Husband tonight. Thank you for asking!” If still by words you cannot control your guest then call the security or ask your superior boss. How to Stand in Hotel or Restaurant If you work in any hotel or restaurant then most of the time you have to be on foot. At the beginning of the career it hurts a lot. In a place like hotel or restaurant you cannot stand
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 82 casually. Your gesture and posture should represent your professionalism. So, you should practice proper standing methods. Today i will discuss on how to stand properly in hotel or restaurant. 1. While standing, the body should be upright, chest, abdomen, eyes flat as the mouth Wise, face smiling, his arms hang down naturally or in the body before the cross on his right hand on the left in order to maintain the provision of services ready posture. 2. Your shoulders should be straight, not allowed to shrug distorted brain. 3. You cannot fork at the waist with both hands; cannot be placed behind, but not across their chests. 4. The waitresses standing, the feet was "V"-shaped, open-toe around 50 degrees, knee and heel to rely on tight, not feet deviates. 5. The body cannot rickety, cannot sit back on the table or on. Station tired feet can be temporary as "at ease" shape, but the upper body still need to ensure integrity. The requirement is that the body center of gravity shift to the left or right foot, the other leg bent slightly forward, so that foot muscle relaxation. 6. Standing around or colleagues should pay attention to greet co-operation. 7. Standing when full of energy, facial expressions should be naturally gentle. Knowledge of Courtesy for Hoteliers Using courtesy at all times is the mark of a truly professional hotelier. True courtesy is always an expression of a real feeling toward guests, a sincere appreciation of their needs and gratitude for their business.Courteous behavior is contagious. When you are friendly and polite, truly sincere in trying to understand and care about your guests, your guests will likely behave positive toward you in the same way. Even when guests become angry and furious, but when they encounter true courtesy they calm down and begin to respond kindly. They become easy to deal with. That makes your job easier every time. You should also practice to be courteous to your colleagues. Hotel industry is truly a rough world. Here, your colleagues are your best friends. You will need support from all. In fact, it‟s all about a team game where every one needs to cooperate each other to make a smooth operation. So, be courteous to your fellow colleagues too. Courtesy Words & Phrases: Please Thank you Use the guest‟s name frequently, check to be suit you are pronouncing it correctly I'm very sorry Excuse me Friendly greetings : Hello, Good Morning, Goodbye You're welcome We appreciate your business I'd be happy to do that for you
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 83 May I help you please? I'm sorry to keep you waiting Thank you for waiting / Calling It was nice talking to you Is there anything else I can do for you ? It's been a pleasure helping you. Courtesy Behavior Tips: Show you are ready to help, and guests are not "interrupting" yoi Always Introduce Yourself Show that you remember - "It's nice to have you back". "Glad to see you again" Make eye contact and smile Don't interrupt, listen more Invite guests to sit down Offer refreshment Stand up Let guests "go first" Use "Please" whenever making a request of another person Acknowledge people immediately, look at them and greet them Volunteer to help : give information, ideas, suggestions or direction Give sincere compliments and positive feedback Use friendly statements like, 'Enjoy your meal," "have a nice stay,"" sure they will enjoy your gift." "I hope you enjoy your vacation." Act quickly Give people helpful warnings, "Please be careful of the extensor cord” watch that step, “Mind your head” Escort guests instead of pointing or directing then to their destination if possible. Don‟t‟ make people wait unnecessarily and apologies if you have to. Don‟t‟ hurry guests. Volunteer to help your coworkers Stop what you are doing when guests approach and pay attention to them Ask your guests for their personal preference Offer to carry, hold or store things of the guests. Keep guests informed, explain what has and will happen. The best thing you can do for your guests is to give fast and efficient service with a courteous attitude using the appropriate words and behavior. Major Hotel Brands This is a list of Major Hotel Brands. This is not a complete list but here we tried to include all major hotel brands: Marriott: Conference Centers Courtyard by Marriott Fairfield Inn JW Marriott Hotels & Resorts
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 84 Marriott Hotels & Resorts Marriott Vacation Club Renaissance Hotels & Resorts Residence Inn SpringHill Suites TownePlace Suites Starwood: Four Points Sheraton St. Regis The Luxury Collection W Hotels Westin Hyatt: Hyatt Regency Grand Hyatt Park Hyatt Intercontinentals: Candlewood Suites Crowne Plaza Hotels & Resorts Holiday Inn Express Holiday Inn Hotels & Resorts Hotel Indigo Park InterContinental Hotels & Resorts Staybridge Suites Carlson: Country Inns & Suites by Carlson Park Inn Hotels Plaza Hotels & Resorts Regent International Hotels Hilton: Conrad Hotels Doubletree Embassy Suites Hotels Hampton Inn Hampton Inn & Suites
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 85 Hilton Garden Inn Hilton Hotels Homewood Suites by Hilton Choice Hotels International: Comfort Inn Clarion Comfort Suites Econo Lodge MainStay Suites Quality Rodeway Inn Sleep Inn Wyndham Hotel & Resorts: Summerfield Suites by Wyndham Viva Wyndham Resorts Wyndham Garden Hotels Wyndham Historic Hotels Wyndham Hotels Wyndham Luxury Resorts Wyndham Resorts Classification of Hotel It is tough to give a complete outline of types of hotel. This varies for many factors. Here are some hotel classifications according to the factors: 1-Location: On the basis of location, hotels can be classified as: Airport Hotel Resort Hotel Country Hotel City Center Hotel, etc 2- Size: Generally people classify a hotel by it's size. Here size means how many rooms a hotel has. In UK, the types of hotel according to the size are: Small Hotel: Fewer than 25 Rooms Medium Hotel: Around 25 to 99 Rooms Large Hotel: Around 100 to 299 Rooms Major Hotel: More than 300 Rooms
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 86 But typically hotels are classified as: Small: Nor more than 150 Rooms Medium: 151 to 299 Rooms Large: 300 to 600 Rooms Major: More than 600 Rooms 3: Target Market: Each and Every hotel has it's very own target market. Like, a small hotel does not target elite groups of guests rather budget guests. So, according to the target market hotels can be classified as: Commercial Hotels Airport Hotels Suite Hotels Extended Stay Hotel Bed & Breakfast Hotel Residential Hotel Resort Hotel Casino Hotels Conference Hotels Convention Hotels 4-Level of Service: According to the service standard hotels can be classified as: World Class Service Hotel Mid-Range Service Hotel Economy or Limited or Budget Hotel 5-Ownership & Affiliation: According to ownership and affiliation, hotels can be classified into 2 major groups: Independent Hotel Chain Hotel
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 87 English for Hotel
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 88 How to Improve Your English to be a Good Hotelier English is an international language and a business language as well. Almost in all the hotels, English has been used as the only language of communication between guest and the hotel staff. If English is not your mother tongue and you like to improve your English then this post is for you to give you some guideline so that you can improve your level of English to be a perfect hotelier-in fact as a hotelier you have to give proper service to guest and for that you need to talk and in which language? English! You may be a very skilled person but if you don‟t know English well then you will be behind some less skilled people as the hotel industry is all about servicing and communicating with guests. Almost all the departments (May be except F & B Production) has to meet with guest frequently and have to talk. So, it is better you should start improve your English right now and from this site you will get all necessary tips and lessons to meet the demand of the industry. Keep looking on English for Hotel section and if you encourage us more than very soon we will publish a perfect and most simplified text book to cover all the things you need to improve your English in Hotel. Here are some basic tips you should follow to improve your English to be a successful hotelier : Change your attitude first. English is not a language of aliens. People like you use it to share their thoughts. It is very easy to achieve big amount of proficiency if you have such passion. If you can do hard hotel job then you should build confidence that English is much easy to learn then doing any hotel job. First Listen then Reply. It is always advisable that if you are a hotelier then in times of making conversation with guests you should listen him first then answer. If you try to answer quickly or stop guest while talking and give your answer then you may do mistake and at the same time guest may feel insulted as he will guess you are not listening him properly. So, never try to be an Idiot. Be calm, quite, keep patience, try to understand what guest is talking about and then reply correctly. Use simple language. As an hotelier it is not expected that you are an English professor using boom busting words. Your duty is to share your thoughts not showing your English proficiency. On the other hand your guest may not understand English very well. So, the most simple words and expression you use to share your thoughts the better feedback you should get. While talking use common polite expressions, be friendly, give smile and follow proper gesture and posture. Be updated. English is a global language which is being updated every now and then. So be updated by reading newspaper, magazines, surfing internet, watching television etc. There are many norms and terms which are not used at present time which used to present long time ago. So, as a smart hotelier you should not use backdated words. Set vision. Level of English proficiency is a big criterion for your promotion in job field. If you become expert in your department then there is a high chance that top level authority would give you a promotion. The better position you hold the more you
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 89 have to write, talk, read and listen and all are in English. So, from now set a vision in your mind that to be a good ranked hotelier you need to improve your English and it is from now. This site will be your perfect friend in your journey. Learn from Expert. From your colleagues there will be some person who may have better English proficiency. Try to follow them. First try to investigate how the talk, what language they use, how they handle guest, which words in which situation they use etc. By this way, you could improve your English a lot. Know Hotel English. What do I try to mean by hotel English? For better understanding, the words and expressions we have to use in hotel may be called as hotel English. There is some good range of vocabulary which is used in hotel industry. You should learn all those words first and use those. Such big list of Hotel English Vocabulary suitable in every department will be included in our ebook. Avoid Carelessness. Language is such a powerful thing by which you can make your guest happy and make double selling within a second and at the same time it is you, who by mistake, may use a wrong word in wrong situation which could make your guest upset and even things may become your nightmare if you have to lose your customer for that or even he complains against you. Especially we would like to suggest you to be more careful to talk to a lady guests. So, it will be better not to use such words, you are not comfortable with and avoid complex sentences and if by mistake you use such, right at that moment do apologize to your guest and try to make the situation comfortable. Useful English Expressions for Bell Person Here is some useful English Expression for Bell Person: 1. May I help you with your bags, sir? 2. Is this your baggage? 3. Could you tell me which is your baggage, please? 4. How many bags do you have in all? 5. Just a moment, please. I‟ll bring a baggage cart. 6. Please mind your head. 7. Please mind your hands in the revolving door. 8. Could you check in at the reception counter over there, please? 9. This is the reception counter where you check-in. 10. I‟m afraid it is very crowded now. Could you stand in line for registration, please? 11. Do you have any valuable or breakable items in your bag? 12. Would you mind taking these bottles with you? 13. Could you take this camera with you sir. 14. Is this all your baggage? 15. Just a moment, please. The elevator will be here soon. 16. Going up (down), sir? 17. Are you going up (down), sir? 18. Which floor, sir. 19. Please step inside.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 90 20. Please take this elevator for the restaurant. 21. They stop at every floor. 22. How was your trip? 23. Did you have a pleasant trip? 24. How was the flight? 25. This elevator does not go up to the guest rooms. 26. It is an express elevator of the restaurants. 27. If you would like to go to the restaurants on the top floor, please change elevators at the XX floor. 28. After you, sir. (go ahead, please) 29. Your bags will be at the bell captain‟s desk. 30. Your bags may be picked up from the bell captains desk. 31. Could you come down to the bell captain‟s desk with your claim tag to pick up your bags, sir? 32. Please pick up (ask for) a long term storage tag at the bell captain‟s desk. 33. I‟m afraid we cannot be responsible for any damage (breakage, spillage, spoilage) 34. Your luggage is being delivered by the guide-interpreter from the airport. 35. Your luggage is on the way from the airport. 36. Your luggage will come after fifteen minutes. And we will bring them over to your rooms. 37. The luggage of your group will be delivered to your rooms within ten minutes. 38. Here is your luggage. Where would you like me to put it? 39. Let me take your luggage, sir. 40. Taxi fares are charged according to the cab model and mileage drive Useful English Expressions for Front Office Staffs 1. Accepting Booking: I can book you a room for the … (date) We can confirm a room for the … (date) It‟s okay for the … (date) 2. Refusing Booking: Unfortunately we‟re fully booked for … but … I can book you a room for the If there isn‟t any room, we can get you on a waiting list or we can find you a room in another hotel. We won‟t be able to guarantee you a room for the … (date) 3. To know what your guest want: What kind of room would you like? Would you like breakfast? -When for? How long do you plan to stay?
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 91 How long will you be staying? For how long? Is it just for one night? 4. To give information about your Charges: For … the price would be … A twin room costs… The total cost would be … The price includes… Is also included… There‟s a 10% reduction for … We have a special package plan for … We‟ll have to charge you ( price) … extra. 5. To give information about your Hotel: Our hotel is located near We‟ve got… I‟m sorry, we haven‟t got We‟re fully equipped for that. Would you like us to send you a brochure? 6. Asking about Payment: How will you be paying the bill? Yes, We accept Who‟ll be paying the bill? You‟ll have to send us You have to send us a deposit of Since the company is located in another country, they‟ll have to send us a deposit of... Is the company willing to cover all expenses? 7. Know about the Arrival: What time will you be arriving? Will you be arriving before (after) … What‟s your flight number, please, in case the plane‟s late? 8. Asking information about the Guest: Could you give me your name, please? Who‟s the reservation for? Can you have me your address, please? What‟s your address, please?
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 92 9. To know guest's room number: What‟s your room number? Were you in room X? Can you tell me your room number, please? May I have your number, please? 10: Bill Payment: Did you have breakfast this morning? Did you make any phone calls from your room? How many phone calls did you make? I‟ll calculate your bill for you. Your bill comes to … The total amount is … Our check-out time is noon, but you used the room until 6 p.m., I‟m afraid that for late checkout we charge an extra 50% of the room rate. Here„s your bill. Would you like to check it? Would you like to check and see if the amount is correct? We had to charge you for… That‟s for the phone calls you made. That‟s for the… you ordered from your room. Here‟s your receipt. Checks and credit cards What kind have you got? What kind is it (are they)? Have you got a bank card? I‟m sorry. We don‟t accept personal checks. It is the policy of the hotel. Yes, we do, but since the amount exceeds. I‟ll have to get the approval code. Yes, but you‟ll have to give me your name and address. You‟ll have to show me your passport or some other form of identification. I do apologize, Mr. Robert the amount of your stay was not approved on your Credit card, and do you have any other card please? May I take an imprint of our credit card? I‟m afraid he isn‟t in the room; would you like to leave a messenger call later? Useful Expressions Used for Reservation In front desk there are some common expressions used all the time. Here we are going to give you list of sentences which you should use for making guest reservation. Sir, May i know, you are from which country? Can you please spell your name please? Do you have a reservation or do you want to make one? Who made the reservation?
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 93 Shall I make a reservation for you? What was the date of the reservation? I‟m afraid we have no record of a reservation in your name. When did you make the reservation? I‟m afraid we have no record of a reservation for that date in your name. Is this a new reservation or a confirmation call? Do you remember the name of the reservation clerk? Do you remember the name of the clerk who accepted the reservation? In whose name was the reservation made? The room may have been reserved in the name of the person who made the reservation. When was the reservation made? Do you have a letter or telex confirming the reservation? When did you make the reservation? When was it made? I‟m sorry, but I haven‟t got any record of that. Would you like me to get you a room in another hotel? Basic English for Non English Speaking Hoteliers People from all round the word work in the glamorous hotel industry. There are more than 50% Non-English Speaking Hoteliers and Restaurateurs work in different hotels, restaurants, pubs, coffee shops etc. Hotel industry is all about serving your guest. While serving properly you have to communicate. So, if you are non-English speaking personnel then don‟t be afraid. I am here to help you. Anyway, today we will learn some basic English words and expressions depending on various situations. 1: For Addressing: Mr. – To address any Gentleman (Both married & non married) Mrs. - To address any Woman (Only married) Miss - To address any Woman (Only Unmarried) Ms. - To address any Woman (Both married & Non married) Note: Whenever you are not sure whether your lady guest is married or not then the safest approach is to address her as Ms. But sometimes it has been found that very few lady guests become irritated at your addressing. So, if possible it is better to ask “How should I address you, Sir/Madam?” 2: Greetings: Good morning, sir/madam Good afternoon, sir/madam Good evening, sir/madam
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 94 3: Welcoming any one: Welcome to XXX hotel We are glad to see you Mr. X Thanks for your coming Mr. X We are honored to get the chance to serve you sir 4: Asking questions or Inquiring: Could I ask you, a question, sir? Do you need anything else sir? May I have your first name? May I have your name, please? Your initials, please? May I have your room number? May I have your signature here, sir? May I know who I‟m talking to? May I ask who the next is? May I be of your service, madam? May I recommend our XXX to you, sir? May I help you with that, madam? Is there anything else I can do for you, madam? 5: Wishing your Guest: Have a pleasant stay in the XXX Hotel, sir Have a pleasant stay with us, madam Have a nice day! Have a pleasant evening Have a good weekend! Have a good day Enjoy your stay/day Happy New Year! Merry Christmas! Happy Birthday! 6: Apologizing: I am terribly sorry, sir. Excuse me. I‟m awfully sorry I beg your pardon, sir Excuse me for interrupting Sorry to have bothered you I‟m sorry. A guest is waiting for me. I‟m sorry to have kept you waiting, sir
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 95 I‟m sorry. The house is fully booked 7: Answer to apologizing: It‟s Ok No problem No problem at all That‟s all right It doesn‟t matter It‟s nothing 8: Thanking any one: Thank you Thank you very much Thank you for telling us Thank you for your compliment Thank you for coming Thank you for calling Thank you for waiting Thank you for being so understanding That‟s very kind of you. Thank you very much 9: Answering Thanks: You are welcome It‟s my pleasure My pleasure With pleasure Thank you 10: Assuring your guests: Don‟t Worry, sir. Take it easy. Don‟t worry, madam. We‟ll see to it Don‟t be afraid sir. I‟ll look into the matter I‟ll be with you in a moment It won‟t be too long, sir Please take it easy, madam 11: Directing to a destination:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 96 Come with me, I will show you the way Follow me please. Let me show you This way, please Go down to the lobby Please take the lift to the 5th floor and turn right. Turn left/right at the first corner 12: Show eagerness to serve: I am always at your service sir. Feel free to call me, sir Very good, sir. I‟ll be glad to help Certainly, madam. I‟ll be happy to do it Yes, I will My name is X, if there is anything we can do for you, just let us know 13: Declining any offer: I am terribly sorry sir, I cannot accept it It is out of our rule sir, I can‟t help you sir. That‟s very kind of you, but no, thank you I‟m afraid we cannot do that That won‟t be necessary, sir, but thank you all the same This is out of our scope sir I‟m sorry, there is no discount I‟m sorry, madam, I‟m afraid we don‟t have any available What you are requesting is beyond our capability sir 14: Answering any Request (When you are Uncertain): I will try my level best, but can‟t guarantee you, sir. I will try, but not sure enough. I‟m sorry we cannot guarantee, but we‟ll do our best I‟m sorry, sir. I‟m afraid I‟m not sure, but I‟ll ask some one for you If you wait a moment, sir, I‟ll try to find it out 15: Expressing happiness: My pleasure. I‟m happy everything was to your satisfaction I‟m glad to hear that It is great sir. I am very fortunate sir 16: Expressing sorry:
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 97 I am shocked to hear it, sir. I‟m sorry to hear that It‟s a great pity I am really sorry sir 17: Expressing concern: Are you ok, sir? Is everything all right? Are you all right, sir? I hope you did not hurt yourself Would you like to see the doctor? I hope you are better now Are feeling ok? Should I call our doctor? 18: Agreeing on anything: Certainly sir Definitely sir That‟s true Absolutely, sir Exactly, sir Why not? 19: When you don’t understand something: Could you repeat please? I am sorry, sir. I don‟t get your point. Could you speak more slowly? I‟m sorry, I don‟t quite understand. Should I get the manager? Pardon? 20: Finishing Conversation: Good bye, and have a nice trip Have a nice day See you Thank you for coming Sorry, I have to go. Nice talking with you We all look forward to serving you again Hope you enjoyed staying with us Common Conversational English in Hotel & Restaurant
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 98 Today we will learn some common conversational English used in hotel or restaurant, mainly in front desk or lobby area. If you are nonnative English speaker then you should find these useful to talk to your guests. Good morning/afternoon/evening, Reception/ Information, ---speaking. May I help you? Good morning/afternoon/evening, sir/madam. Welcome to our hotel, How may I help you? Have you made a reservation in our hotel? May I help have your name please? How do you spell that? Would you please spell it for me? One moment please, Mr. X. Will you please register? Would you please fill in the registration form? Kindly sign your name on this card please. Here is the pen. Mr. X. May I look at your passport for a moment, please. Mr. X. The daily rate for the room is FEC---plus 10%surcharge, altogether the rate is ---per room per night. To express your check out, may I have your credit card to have an imprint please, Mr. Thank you, here is your credit card and you will only need to sign your name when you check out. Mr. X, we have a lovely room for you on the floor, room no. ---facing the pool/river. I am sure you will find everything to your satisfaction. By the way, may I know where your next destination is so that we can forward your reservation to the Holiday Inn there? Here is your “welcome Booklet” where you will only find a lot of useful information. Mr.X , my colleague will take care of your luggage and show you up to the room. You may leave/drop your room key at the Information desk when you go out and pick it up / collect it afterwards. Here is the key to room---, Take Mr, X up to the room, please. If you need anything, please call us anytime and we will be glad to be of service, I hope you enjoy your stay in our hotel. My name is Y, Please call me anytime and I‟ll be glad to be of service. Enjoy your stay with us. What type of room would you prefer? How long are you going to stay with us? Let me check if we have a room available. I am sorry, sir/madam. We can accommodate you for ------, nights only at this moment, but we Eli put you on our top priority waiting list for the rest of dates and keep you informed. May I know if you are paying in cash or by credit card? Will you settle your bill by travelers check? It is our hotel policy that we need a deposit in advance. Mr X, Would you mind going to the Cashier counter please. One moment please, I‟ll see if he is registered.
Hotelier Tanji: All Rights Reserved. www.hospitality-school.com 99 You may call him on the house phone. It‟s over there behind the pillar. Could you wait a few minutes? I‟ll have the bellman page him. I‟m sorry, I didn‟t make it clear. Would you mind going/stepping over to the ------desk at the end of the counter? We are looking forward to seeing you again soon. Certainly, you may leave a message. One moment please. Sorry to keep you waiting. Go ahead please. Would you mind repeating that please. I am afraid there is no message for you at the moment. May I know how long you would like to extend your stay in our hotel? May I be of assistance? Are you being served? I‟ll send/have somebody to attend to you in a minute. I am sorry I don‟t understand, I‟ll get my super for you right away. Mr. X, for your protection, this is the only key available. I will make sure that the other clerks are informed of your new location and that all message or calls will be forwarded to you. Polite Expressions Used in Hotel Industry In hotel industry it has been told that “Guest is always the king”. It does not make any sense that in which department you work or what position you hold, if you are an hotelier you have to be very much formal and friendly. People from any department who talk to guest need to know some basic polite expressions techniques while they are talking. This politeness should be come from his behavior, gesture, posture and most importantly from his language he uses. Here we have quoted some basic polite expressions that every hotelier needs to know and use. If you want to Thank Polite Phrases Thank you very much Mr. .. I am very grateful for… I really appreciate… Thanks Thanks a million Polite Replies You are welcome Don‟t Mention it It‟s my Pleasure It was nothing at all Forget it, etc. These are some polite phrases and responses you may use to give thank expression. On the other hand, if you do any mistake or guest come to you with any complain then here are some phrases you should consider to use: