Easy when you do not have the other lines ringing or a queue of people waiting to be c/i or c/o.Absolutely ridiculous when she offered her help to find another hotel for Mr Smith..is she actually going to have time to do her check list then?i mean,if you do that with every potential guests over the phone (they're not even staying with you) you actually do not have any time for your own tasks.Apart from that,the second girl was actually very nice.
@DavidDuranteMusic If you're talking to a regular guest you MUST look for another kind of accomodation. If you cannot cope with phones, check ins and check outs all together than it means there's some problem with the FOM who cannot deal properly with shifts. If you are fully booked (keep it as a suggestion) you should know some other hotel nearby which has availability. You can check that the evening before or in the early morning. Once you'll be asked you have a prompt answer. That is service.
@DavidDuranteMusic In this occasion Mr. Smith wants to book 14 rooms, if you cannot help him you may lose the business of the other 10 you have available. If a person is looking for 14 rooms than it's for some kind of congress or meeting so additional revenue is sure. Before looking at your checklist only, keep in mind that if you wish to make a career in Hospitality than you should forget your checklist and walk the "extra mile" every company requires. Ask any FOM around you.
@soo00oona First: customers do not come to an Hotel. The ones you're talking about are GUESTS. Second: no Guest is worse than another, they're just different and if you cannot accept it go look for a job in the middle of nowhere where you can work alone 8 hours a day and forget about Hospitality.
There's something missing: "Have you been our guest before Mr. Smith?" "Would you please provide me your telephone number?" "Would you like our Concierge to arrange any kind of transportation from and to the airport for your party?" and last but not least "May I be of any further assistance?" :) I know, practice makes it perfect ;)
I wondered that too! My first query is always about past stay history, I always ask for a contact phone number, and I never end a call without asking if there is anything else I can do for the guest at that point. And I've only been doing this for 3 months.
thank you..
vumicool89 2 months ago
I want to know, how many report that Receptionist need to do in daily??
baolongluck 5 months ago
Thank you.
tarjdy23 10 months ago
are you guys claiming money for this training?
TheARTCOREjelli 1 year ago
Easy when you do not have the other lines ringing or a queue of people waiting to be c/i or c/o.Absolutely ridiculous when she offered her help to find another hotel for Mr Smith..is she actually going to have time to do her check list then?i mean,if you do that with every potential guests over the phone (they're not even staying with you) you actually do not have any time for your own tasks.Apart from that,the second girl was actually very nice.
DavidDuranteMusic 1 year ago
@DavidDuranteMusic If you're talking to a regular guest you MUST look for another kind of accomodation. If you cannot cope with phones, check ins and check outs all together than it means there's some problem with the FOM who cannot deal properly with shifts. If you are fully booked (keep it as a suggestion) you should know some other hotel nearby which has availability. You can check that the evening before or in the early morning. Once you'll be asked you have a prompt answer. That is service.
marianiandrea0208 10 months ago
@DavidDuranteMusic In this occasion Mr. Smith wants to book 14 rooms, if you cannot help him you may lose the business of the other 10 you have available. If a person is looking for 14 rooms than it's for some kind of congress or meeting so additional revenue is sure. Before looking at your checklist only, keep in mind that if you wish to make a career in Hospitality than you should forget your checklist and walk the "extra mile" every company requires. Ask any FOM around you.
marianiandrea0208 10 months ago
nothing worse than egyptian customer
soo00oona 1 year ago
@soo00oona First: customers do not come to an Hotel. The ones you're talking about are GUESTS. Second: no Guest is worse than another, they're just different and if you cannot accept it go look for a job in the middle of nowhere where you can work alone 8 hours a day and forget about Hospitality.
marianiandrea0208 10 months ago
It's always Mr Smith.... :D
Pjubert2 1 year ago
@Pjubert2
lol
statoilx 1 year ago
@Pjubert2 Welcome to Matrix :D
marianiandrea0208 10 months ago
There's something missing: "Have you been our guest before Mr. Smith?" "Would you please provide me your telephone number?" "Would you like our Concierge to arrange any kind of transportation from and to the airport for your party?" and last but not least "May I be of any further assistance?" :) I know, practice makes it perfect ;)
marianiandrea0208 1 year ago
@marianiandrea0208
I wondered that too! My first query is always about past stay history, I always ask for a contact phone number, and I never end a call without asking if there is anything else I can do for the guest at that point. And I've only been doing this for 3 months.
canuckrcp 10 months ago
@canuckrcp You must have a damn good trainer :D
marianiandrea0208 10 months ago
@marianiandrea0208 actually, I received 2 days of training, and was put on the desk on my own. I guess it just comes naturally to me!
canuckrcp 10 months ago