Module 2
Information for guests It is sometimes quite incredible the kind of information people expect the reception desk to supply, but generally it takes the form of questions about train, bus and taxi services, which mean up-to- date timetables and the telephone numbers of the local taxi services, must be on hand. Enquiries regarding the geographical location and other details of places of interest require the receptionist to know the local area well and have a guide book on the area.
Details of activities and entertainment going on in the town can be obtained from the entertainment pages in the local press. Te local guide book will provide information on local churches and public services. Te Post Office Guide will give details of the postal services, and of course the receptionist will be expected to know the local hairdressers, doctors, dentists, shops, restaurants, bars and clubs.
Foreign visitors will expect the receptionist to have a very good knowledge of the country in general. Guide books on South Africa, the major tourist attractions in each province, places of historical and cultural interest and general tourist information should be kept at hand.
Information regarding guests Te guest is entitled to a measure of privacy and protection and any enquiries asking for information about guests should be handled with caution and the utmost discretion. One must avoid publicity or anything that could damage the reputation of the hotel. Te Police are the only people who may inspect the hotel register on demand, but then only in the presence of the management in the privacy of an office. Anyone else asking for information should immediately be referred to the manager who will take the responsibility of dealing with the enquiry.
3.3 Dealing with a guest complaint Te main points to follow when dealing with guest complaints are:
• Listen patiently to the guest. • Do not interrupt.
• Establish the problem. • Do not lose your temper.
• Wait until the guest has finished speaking before deciding what to do. • Let the guest know what the plan of action is going to be. • Never say the guest is wrong.
• Never blame colleagues in the presence of the guest. • Implement the plan of action immediately.
• Follow-up to see if guests’ complaint has been solved. • Do not hesitate to consult management if the complaint is of a more serious nature.
Te above steps can be applied by using a case study as follows: Mr Jordaan is a guest in the Protea Hotel Wanderers. Cynthia is the receptionist on duty. Suddenly, she hears someone shouting at her and looks up to see Mr Jordaan. He is upset because someone broke into his room and stole all his personal belongings. According to him the room is empty and only his shoes are still in the room.
If Cynthia must follow the steps given to deal with this complaint, she could handle the situation as follows:
Listen patiently to the guest Do not interrupt Establish the problem
Cynthia listens carefully to Mr Jordaan to establish the exact nature of the problem.
She only listens and does not try to ask any questions and this stage. Cynthia establishes what the problem is by listening carefully.
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FutureManagers
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