4.1 Guest Information Services.pptxfffff

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1. Chapter 4 4.1 Guest Information services, example – at your service, service express 4.2 Message and Mail handling 4.3 Hospitality desk and role of GRE , rooming a guest (introduction to the hotel facilities, orientation of the room) 4.4 /complaints handling and importance of guest satisfaction tracking system (GSTS) 4.5 Guest history card 4.6 Procedure for room change ( live move and dead move) 4.7 Safe deposit procedure 1 4.1 Guest Information services, example – at your service, service express

2. 4.1 Guest Information services, example – at your service, service express Quality Guest Service is the consistent delivery of products and services which not only meets the expectations but also exceeds the expectations of guests. It focuses on providing delightful hotel experiences that may last a lifetime. Hotel service refers to the provision of accommodation and related services to customers in the hospitality industry. It involves offering room accommodation for individuals who are on vacation, attending meetings, or traveling for work . 2 4.1 Guest Information services, example – at your service, service express

3. Quality pertains to skill or the ability to anticipate, assure and satisfy the needs of the customers every time. An organization that has consistency in meeting the needs of guest is considered to be of high quality.   Successful hotels today differentiate themselves from their less successful counterparts with an ongoing and significant emphasis on guest service. Creative advertising, the property's brand name, or a discount incentive may be sufficient to encourage guests' first visits. However , what occurs between the time guests reach the hotel's parking lot or front door and the time they depart influences (1) their perception of the hotel, (2) their interest in returning to it (or even to another hotel of the same brand), and (3) what they say about their hotel experience to friends, family, and others. 4.1 Guest Information services, example – at your service, service express 3

4. The most consistent and exemplary service is delivered as an integral aspect of a hotels ongoing emphasis on quality. A focus on quality yields service standards that address guests' needs. Such a focus also yields an understanding about the "best" work processes and procedures that should be used to consistently meet service standards (and to do so cost-effectively). The realization that traditional work processes may need revi­sion and that the emphasis must be on pleasing the guests rather than on doing what is easiest or least costly. Therefore, it is important that hotel managers work with their staff to design quality standards in their work place. Part of the effort is attitudinal: managers and their staff must  want  to please guests. 4.1 Guest Information services, example – at your service, service express 4

5. Customer service in the hospitality industry also involves maintaining positive customer relations. This means creating a welcoming atmosphere, being responsive to guests' needs and requests, and providing excellent service that exceeds their expectations. 5 4.1 Guest Information services, example – at your service, service express

6. Increases guest satisfaction : Exemplary customer service in your hotel ultimately leads to better guest satisfaction. Happy guests are more likely to leave great reviews, recommend your business to their friends and family, and return.  It’s important for hoteliers to find ways to boost guest satisfaction in whatever way you can.  6 4.1 Guest Information services, example – at your service, service express

7. 2. Improves reputation: A five-star review is good. A guest recommending your property to a friend is good too. But when your guest service is consistently great, strong reviews and word of mouth begin to really flow.  7 4.1 Guest Information services, example – at your service, service express

8. 3. Increases revenue: Good guest service means happier guests, which means they might be encouraged to spend more. But it also means sprinkling in a bit of upselling - recommending the right add-ons, to the right customer, at the right time - here and there.  8 4.1 Guest Information services, example – at your service, service express

9. 4. Reduces complaints : Part of great guest service is apprehending your guests’ needs. This means being proactive, reading customers, and resolving issues before they become complaints. 9 4.1 Guest Information services, example – at your service, service express

10. 5. Increases employee satisfaction: Employees who work in an environment that values good guest service may feel more fulfilled in their jobs and more motivated to provide exceptional experiences to your all-important customers. This can lead to better employee retention and a more positive workplace culture 10 4.1 Guest Information services, example – at your service, service express