Communication is the sending and receiving of information and can be one-on-one or between groups of people, and can be face-to-face or through communication devices..pptx

Communication is the sending and receiving of information and can be one-on-one or between groups of people, and can be face-to-face or through communication devices.

1. Communication Skills

2. What is Communication? Communication is the art of transmitting Information Ideas and Attitudes from one person to another Communication is the process of meaningful interaction among human beings

3. What is effective communication? Effective Communication It is two way It involves active listening It reflects the accountability of the speaker and listener. It utilizes feedback It is clear It achieves one or more of the goals of communication

4. Barriers to communication Language Values and beliefs Gender and age Economic status Educational level Physical Barriers Attitude Timing Understanding of message Trust

5. Various Guest Services During a guest’s stay in a hotel, the front office staff provides various kinds of guest services. These services may vary from hotel to hotel and from guest to guest. some of the services provided by front office of the hotel to the guest are: Handling Guest Mail Message Handling Handling guest room keys Guest Paging Safe Deposit Locker Guest Room Change Left Luggage Handling Wake-up Call Guest Complaints

6. Handling Guest Mail When guests are away from their homes, they need a contact address where they can receive any urgent mails, calls, parcels, or faxes. During their stay in a hotel, guests may provide their family and clients the contact details of their hotel for any urgent communication. Thus , they may receive letters, parcels, and packets at the hotel address. All mails that lands at front desk of hotel maybe grouped as under: Incoming Mails Out going Mails

7. Guest Complaints When guests are not satisfied with some services and express their discontent to hotel employees, most often to the front desk staff, their grievances are recorded as guest complaints . Types of Guest Complaints : The guests’ complaints can be grouped into four major categories : Mechanical Attitudinal Service-related Unusual complaints.

8. Guest Complaints Mechanical Complaint : Mechanical complaints are related to the malfunctioning or non-functioning of systems and equipment's installed in guest rooms, like television, mini-bar, weather control, channeled music, geyser, and so on. Attitudinal Complaint : When a guest feels insulted by the rude or tactless hotel staff and lodges a complaint, it is referred to as attitudinal complaint. A guest may also make attitudinal complaints when the hotel staff bothers him with their problems. Service-related Complaint : Service-related complaints are about the problems in services provided by the hotel, like delay in the room service of lunch, or delay in the clearance of soiled crockery from the room after meals, etc.

9. Handling Guest Complaints The front office should handle guests’ complaints tactfully, exercising patience, empathy, and decision-making skills. As hospitality is a service-oriented industry, the hotel staff should always try to resolve the customer’s problems immediately and thus appease him. If a front office agent is unable to handle a guest’s complaint, she should call her superior before the situation gets out of control or becomes worse

10. Handling Guest Complaints The following guidelines may be followed while handling guest complaints: Listen silently without interruption, with empathy. Show concern and take complaints seriously. Never argue. Remember the guest is always right. Never try to win an argument you may win the argument but lose the guest forever . If possible, isolate the guest so that other guests may not overhear. Offer choices and never make a false promise. Monitor the corrective measures. Follow up and inform the guest about the solution. If unable to resolve the guest problem, consult your superiors.

11. Ten Customer Service Skills That will reward You

12. Communication Skills In course of work, you’ll interact with people from all walks of life, responding to enquiries and all other interaction your job role demands. It is important that you’re able to communicate meaningfully and clearly to customers, and also send the right message with your body language

13. Self Control Having self-control is very important in service because you will come across difficult customers, who might be mean or rude to you. It is self-control that makes it possible to restrain yourself from losing composure

14. Patience This skill is just as important as self-control, especially when dealing with an upset customer. Learning to be patient with customers is as easy as learning to separate your feelings from the situation and understanding that in most cases the customer is upset with something that has nothing to do with you personally

15. Ownership attitude Taking an ownership approach to your duties gives you the ability to empathize when a customer complains of a service failure. Ownership approach also leads to self-motivation which will improve your productivity . Productive employees will get the promotions

16. Empathy Empathy is very important in creating a great customer experience, and also plays a key role in resolving customer complaints. Empathy is a key requirement for building a strong, engaged relationship between you and your customers

17. Good Phone Skills You have to speak as clearly and as professionally as you can, hence the need for good phone skills. Great telephone skills go a long way in maintaining excellent relationships with customers

18. Team Spirit Excellent customer service requires team work, If you can’t be a team player, you are not going to be a very effective in your role Working well with others is an essential skill for being successful and rendering delightful service to our customers.

19. Knowledge ability You must demonstrate knowledge ability about your products and services, you should be able to explain to customers (clearly) what your products can do and what services are on offer. No one will take you serious, if you can’t give good information on products and services your employer offers

20. Ability to work under pressure Sometimes it can get hectic really quickly, when sales are at its peak or during the rush hour. It is important that you’re able to keep your head above water This ability makes it possible to remain calm and professional, even when customers are drowning you in requests or complaints.

21. A positive attitude   Learn to be positive. A positive attitude affects the work environment. It enhances communication between you and the customers being served. People remember being treated well, they appreciate courtesy and kindness and will come back for more

22. Finally Remember , the customers don’t always have to be your external customers, your colleagues are customers too! (internal customers) Applying these skills in your day-to-day work activities greatly promotes a customer service culture in your organization. A great organizational customer service culture has been proven to improve the overall efficiency of employees & profitability

23. Thank You