Module 2
• Ensure you do not speak to soſtly or shout at the guest – speak with confidence and clearly so that the guest understands.
• It is not necessary to tell the guest about all your past experiences in restaurants – answer the guest’s questions logically, briefly and clearly.
Did You Know It is important to ensure that guests receive the best service possible at all times. Te Internet has many benefits and changed the way we do business in tourism. It can also have negative implications for a hotel. Websites like TripAdvisor (
www.tripadvisor.com) allow travelers to write reviews about their travel experiences throughout the world. Follow the link to TripAdvisor in the web link box for this section. Tis is an example of a hotel receptionist providing terrible service to guests. It might have been the result of miscommunication – but it is on the Internet for the world to see. Ensure that you are never written about in such a way on any website by providing the best service possible to guests at all times.
Definition • Enquiries: a question; a query
• Discretion: freedom to act or judge on one’s own. Ability or power to decide responsibly • Reputation: a specific characteristic or trait ascribed to a person or thing • Temper: a tendency to become easily angry or irritable • Hesitate: to pause in uncertainty; waver
Web links
http://www.howto.co.uk/business/run-a-hotel/dealing_with_enquiries/ http://www.mademan.com/mm/how-deal-hotel-guest-complaints.html http://twobmad.hubpages.com/hub/Hotel-ReceptionistHow-to-handle-Customers-Complaint http://www.tripadvisor.com.sg/ShowUserReviews-g293928-d654639-r22318794-Golden_Hotel-Nha_ Trang_Khanh_Hoa_Province.html
Activity 2.3 1. State briefly how to deal with verbal enquiries of guests.
(8)
2. Give an overview of the enquiries that are usually dealt with by the reception desk. (3 × 2 = 6) 3. List and explain the main points to follow when dealing with a guest complaint. (8 × 2 = 16) 4. List the reference material that should be available in an efficiently organised reception office to deal with the varied enquiries of guests.
(6) 4. Communication with guests
4.1 The main methods of nonverbal communication in the front office
Tis describes all the silent ways in which you display your feelings. Nonverbal communication is conveyed in your facial expression, which can show a welcoming smile or a forbidding frown. Most of us are aware that we have ‘good’ days and ‘bad’ days, but in reception they must all appear, at least, to be good days.
28 FutureManagers
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