Welcome to Training and Development Session.pptx

how to handle problems that occurs in hotel operation

1. Welcome to Training and Development Session DARCY’S INTERNATIONAL HOTEL

2. Personality Traits of Hospitality Personality traits for success in hospitality industry Definition The characteristics of a person where qualities or features that belong to them and make them recognizable with more professionally. Features Communication skills Confidential Calmness Cheerfulness Diplomatic Flexibility Training no. 2.1

3. Personality Traits of Hospitality Features Teamwork Listening Discipline Punctuality

4. Problems Handling What is problem handling It can be defined as the process of working through the details of a problem or complaint to reach a solution. Training no. 3

5. Problems Handling Formula of Problem handling

6. Problems Handling Formula of Problem handling I : Identify the problem

7. Problems Handling Formula of Problem handling L : Listen carefully

8. Problems Handling Formula of Problem handling E : Empathizes To identify with and understand another person’s situation, feelings and thoughts.

9. Problems Handling Formula of Problem handling A : Apologize When apologizing to the guest you must show that are genuinely and honestly regretful for the situation that has occurred- regardless if it is your fault or not

10. Problems Handling Formula of Problem handling D : Deliver a solution Tell the guest what action you will take Check with the guest that they agree with your course of action Explain to the guest how long this will take and when you will contact them Follow up with the guest to confirm the problem has been resolved If you are unable to correct the problem to the guest’s satisfaction offer a fair level of compensation for the inconvenience. Document the issue and resolution in a service recovery log.

11. Problems Handling Formula of Problem handling I : Identify the problem L: Listen carefully E: Empathizes A: Apologize D: Deliver solution