Customer Service is the provision of service to customers before, during and after a purchase Good Customer service provided by Hotel’s receptionist are:- * Welcome customers warmly such as “Hello. How may I help you? ” After the visitors identify who they are and who they are looking for, contact that individual and let her/him know who is there. A standard appropriate phrase is “Mr.. Smith, Mr.. Jones from EX. Corporation is here to see you for his 2 o’clock appointment. ” Always get a first and last name and the name of the organization they are from. It Is helpful to ask if they have an appointment with Mr.. Smith. Mr..
Smith will give you Instructions about where to have visitor wait and for how long. You can then tell visitor “Mr.. Smith will be with you In a moment. ” or “Mr.. Smith said that he is finishing up a meeting and will be with you in 5 minutes. You may have a seat. Thank you. ” * Answer the phone politely with a standard greeting such as “Good Morning, Thank you for calling our company, my name Is _, how may I direct your call? Make sure the phone Is answered on the first or second ring. Do not keep people on hold for more than one minute. (It’s longer than you may think. Listen carefully to the name of the person the caller is asking for.
Repeat back to caller if necessary. Cell phones often distort sounds. Write the person’s name to whom the call is directed if pronunciation is difficult. Direct the call politely with a standard phrase such as “One moment please for Mr.. Smith. ” Or if that individual is on the phone, “l am sorry, Mr.. Smith is on the phone at the moment. Would you like to wait on hold or would you Like to leave him a biochemical message? ” Politely thank them and direct the call accordingly. * Being friendly Learn to speak small talk. Avoid those awkward conversations by always being prepared with something to say during a silence.
This doesn’t mean to carry around a reference book, but try to remember things that might spark up a conversation with various different people. * Having good listening skills Listening is an essential part of communication, and it is different from hearing. Being a good and patient listener helps you not only solve many problems at work Create a conducive physical and mental space. Remove all distractions. Give all of your attention. Turn off cell phones. It may be easiest to arrange to talk somewhere hat distractions will not occur. Quiet your mind and open yourself to whatever the person might have to say. Be courteous Be respectful. Treat everyone Like they are the most Important person that has walked into the office that day. Leave personal matters at home. (Even if you don’t respect their message or the way they convey it- fake it) * Communication skills It is beneficial if the receptionist Is multilingual, so she She can communicate with customers of different languages. * If someone is still being unreasonable, find a way to defuse the situation If you have truly listened to them, and shown them erect them to a party that can assist them or alleviate their concerns.
Never raise your voice or get angry, but also remember you are not there to be abused. * Give good directions. Know your neighborhood and the locations of nearby bathrooms, restaurants, landmarks, parking facilities, highway on ramps, and the like. * Have a positive attitude Smile. It’s your Job to appear happy and kind. People will be more comfortable talking with you if you show them that you’re totally happy to speak with them. Making small talk with visitors is okay as long as it doesn’t interfere with phone calls or other duties. * Dress appropriately
Tend to the conservative, unless you work somewhere where fashion, trendiest, or other factors are pushed to the forefront. Look neat, professional, and overall presentable. Make sure to always practice good personal hygiene. Hotel housekeeping Good services provided by hotel’s housekeeping:- * Preparing the Cart The first duty for a housekeeper is to be sure she has the proper amount of towels and fresh linens to make up the number of rooms she will be cleaning. The housekeeper should always have extra garbage bags, soaps and other toiletries and water or coffee to replace any items that have been already used by the hotel guests.
Knock the door before entering guest’s room Housekeeping has a schedule to keep and a goal to reach. But they must remember this is their schedule, not the guest’s. A pet peeve of Hoteliers is when cleaning staff is too quick to enter the room. According to the Hospitality School, it is important to knock and wait 10 seconds for a response, then knock again announcing who you are. Open the door slightly to make sure the coast is clear. If your staff heeds this rule of thumb, they won’t find themselves, the hotel, and the surprised guest in an awkward predicament. * Taking the Garbage
Most hotel rooms have at least two garbage cans in them – one in the bathroom and one in the main room. Each garbage can should be emptied every day and the liner replaced with a new one. Any garbage lying around, such as wrappers, bottles or other trash should be picked up as well to leave the room looking spotless and new. * Making the Beds The bed linens should be removed and replaced each day, unless otherwise specified advocated by her hotel. This will be different for each hotel and should be taught to a hotel housekeeper during training. Mattress pads do not need to be replaced every ay unless they are dirty or a guest requests it. Clean the bathroom The bathroom will probably get the most attention of any area in the hotel room. The sink, tub/shower and toilet should all be thoroughly cleaned and disinfected every day. A good housekeeper should wipe down the walls and countertops with industrial strength cleaner and mop the floor. A clean bathroom is essential to avoid germs and keep the hotel room healthy. * Dusting the Room All items in the room – the television, phone, clock, tables and lampshades – should be dusted. Each item should be check to ensure it is properly functioning.
Windows and mirrors should be wiped down and cleaned until they are spotless. The room should then be vacuumed to remove any dust or dirt from the carpet and any tile floor surfaces should be wiped down. * Finishing Touches Spray an air freshener to keep the room smelling fresh and clean. Place new shampoo and soap in the bathroom, as well as restock the coffee and water. Wipe down the coffee pot (if the room has one). Fold the towels and washcloths according to hotel policy and fix the toilet paper so it looks neat. * Communication Skills Housekeepers encounter hotel guest on a regular basis.
They are required to be able to communicate well and anticipate guest needs. They must assist with requests for additional items such as extra towels or personal items. Housekeepers have to ensure a guest room is clean and comfortable. Moreover, housekeepers are required to resolve any complaints that a guest may have with a room that does not meet the guest standards. * Laundry Skills Housekeepers launder and iron hundreds of sheets, towel and wash cloths daily. Many also launder personal items for guests and cannot ruin guest clothing. Duties include washing, folding, ironing and dry cleaning.