GUEST CONTACT STANDARDS

This is a basic skill very neccessary for all guest contact staff in a hotel. There are 4 basic standard skills needed to be acquired through constant training and conscious effort by staff.

OJECTIVE: To learn the 4 basic standards necessary for guest satisfaction

Thoughts: The guest is the most important person in our midst. He is the reason why we are here.

THE TRUE EQUATION

Satisfied guest = Returning guest = Higher occupancy = More money = Continued employment = Opportunity for advancement

STANDARD 1

- EVERY TIME YOU SEE A GUEST, SMILE AND OFFER APRIOPRIATE HOSPITALITY COMMENT

STANDARD 2

- SPEAK TO EVERY GUEST IN A FRIENDLY, ENTHUSIASTIC AND COURTEOUS TONE AND MANNER

STANDARD 3

- ANSWER GUEST'S QUESTIONS AND REQUESTS QUICKLY AND EFFICIENTLY OR TAKE PERSONAL RESPONSIBILITY TO FIND THE ANSWERS

STANDARD 4

- ANTICIPATE GUEST NEEDS AND SOLVE THEIR PROBLEMS

For more detailed training, contact us.