Dealing with non-standard requests from hotel guests. Law of Harvest

Romanov Alexander Olegovich

Standard "Service for guests by reception service"

Greet guests cordially and with a smile.
You must only talk to the guest while standing.
If you know the guests' names, address them in a way that lets them know you remember their names.
Know how to establish personal contact with each guest, accompany each guest's appearance with a smile.
Give all clients the same attention because they are all equal.
Let your guest know they are noticed, even if you are very busy. Guests should not be kept waiting. We should always remember that for us there is no more important person than the guest.
Always offer help to guests and don't wait for them to ask you for it.
Before moving on to maintenance next guest, you need to ask the previous guest if he needs anything else.
All special requests of regular guests must be taken into account and carried out automatically.
We apologize to the client for any inconvenience.
Be attentive to the needs and wishes of the guest, make decisions based on his interests.
When a guest makes a request: listen carefully; absorb all the information; if something is not clear, ask again; provide the necessary help.
If a guest makes a request that obviously seems impossible, under no circumstances should you refuse.
Personally fulfill the guest’s request, try not to send him to another department or to another employee. If the guest's request is beyond your competence, invite a competent employee or accompany the guest to him.
Any request of the guest must be fulfilled as quickly as possible, and the guest must be quickly and clearly informed about its implementation.
Guest requests are fulfilled in such a way that the guest is satisfied with the result.
Provide guests with accurate and complete information. Employees are required to know the hotel, premises, service hours and general information about the hotel.
Always have information ready:
1. about car rental,
2. ordering a taxi;
3. dry cleaning, laundry;
4. excursions;
5. conference room services;
6. shops, markets, shopping centers and etc.
Recommend to guests professionally various services hotels.
When saying goodbye to a guest, you should definitely smile at him, wish him all the best and thank him for the visit, this must be done sincerely. Each guest should have the impression that he is always welcome at the hotel and on his next visit he should definitely stay here, where his opinion and mood are valued.
Always remember:
1. the guest is always right, the guest should always be satisfied;
2. the guest is the most important person in the hotel, whether he is present in person, in writing or by telephone;
3. the guest is a living person with his own prejudices and the right to make mistakes;
4. the guest is an integral part of the business and not an outsider.
Hotel employees are strictly prohibited from:
1. show the guest whether you like him or not;
2. read moral lessons to the guest;
3. ask the guest about his personal life;
4. listen to guests' conversations;
5. discuss with guests problems of a personal or work nature, issues of politics and religion;
6. quarrel with colleagues in the presence of guests;
7. show your disapproval to a drunk client.
Always speak only positively about the hotel's activities. No negative comments, always emphasize the advantages of your hotel over its competitors.
Become a member of a single team - help, support and share experience with your colleagues.
Maintain silence in the guest services area.

Standard “Telephone conversations”

All outgoing calls must be answered no later than the third ring.
Greeting: “Good afternoon (morning, evening)! Hotel "X". Christina. How can I help you?".
The answer to an incoming internal call should be: “Good afternoon (morning, evening)! Reception service (security service, business center, etc.). Christina. How can I help you?"
A hotel employee should always talk on the phone with a smile.
The employee's voice should be pleasant, his speech should be clear and intelligible.
A hotel employee must have all the necessary information about the services provided and hotel equipment.
Listen carefully to the guest's requests.
A guest should never be rushed during a telephone conversation.
Repeat the guest's request to avoid misunderstandings.
The guest's name should be mentioned at every opportunity (if the call is from a guest).
The caller should not be put on hold without his or her consent.
If a call requires forwarding, remember that you can only forward a call once, so make sure you forward it correctly. Before you transfer the call, be sure to notify the guest of your intention.
Never ask a guest to call back.
Free your guest from having to repeat what he has already said. Briefly outline the essence of the issue to the employee to whom the call is forwarded.
Never transfer a call to another department or to a guest's extension until they answer.
If no one answers this extension, the hotel employee should invite the guest to leave a message.
If the subscriber insists on a new connection, the hotel employee must return to the line every 20 seconds.
Do not leave a call on hold for more than two minutes.
Standby music should be classical.
When you return to the line, thank the guest for waiting.
A hotel employee should not connect a subscriber to a room without knowing his name.
Express your regret if a guest's wish or request cannot be fulfilled.
When you need to answer another call or have an urgent distraction, ask the guest if he can wait and wait for an answer.
Do not use the words “no”, “impossible” and their derivatives.
When ending the conversation, the employee should thank the client for the call. Make it clear that all the promises you make will be kept.
You can hang up the phone only after the other person has already done so.

Business Directory: BLUFF TECHNOLOGIES

Nowadays, the market, especially on the Internet, is filled with a variety of neologisms: blockchain, startup, mindmap and much more... The current abundance of new terminology is actually a double-edged sword.

There is a need for a reference guide to technology "business bluff"”, which will save hours of studying online resources and books. Every article tries objectively consider the issue from all sides, show where and when technologies with catchy names do not work, and in what cases they can still help.

Guest Complaints Standard

When receiving a complaint from a guest, the Front Desk Officer should act as follows.

Determine the level of authority required to address and resolve the issue.
Once you find yourself face to face with a guest and his complaint, take a break from your current work and focus all your attention on the guest.
Listen carefully to the guest's complaints, do not interrupt, give him the opportunity to speak.
Listening to what the guest says, show him respect, make it clear that you share his feelings (put yourself in his place).
Thank the guest for their trust in you. Explain why you appreciate the complaint. For example, you could say, “Thank you for pointing out the mistake,” or “Thank you, your complaint will help us improve our experience and make you proud to be our customer.”
Be sure to apologize regardless of whether the mistake was made by you, someone on staff, or management. Don't try to explain who is to blame.
Do not make excuses or accuse the guest of dishonesty until it has been proven that he is lying.
Show genuine interest and genuine concern about the situation.
Never try to prove a guest that he is wrong. Never argue, do not object to the guest and avoid manifestations of aggression.
When dealing with dissatisfied guests, do not explain or refer to established management procedures or general hotel policies.
Never blame employees of other departments or specific individuals. Take personal responsibility for solving the problem.
It is necessary to remove a guest who violently expresses his dissatisfaction from the guest area.
Promise to take immediate action.
Find a solution to the problem and agree on your solution with the guest.
First, offer the guest the most acceptable, from your point of view, solution to the problem, and then alternative ones. Give the guest the opportunity to choose the most suitable option.
Suggest joint actions, for example, you could say: “What do you think we can do together for you?”
Gather all the necessary information. Find out what the guest expects. Make notes and don't hide notes from him.
Agree on the time needed to resolve the problem.
Do not take any action unless you are authorized to do so.
Be sure to deliver what you promise and only promise what you can deliver.
Try to resolve the problem before the guest leaves the hotel.
If you are unable to solve the problem yourself, contact your manager immediately and provide him with a solution to the problem.
If the guest wants to express his comments or comments in writing, invite him to fill out a book of wishes and comments. Try to obtain the name and address (fax, telephone and office address) of the dissatisfied guest. In this case, the management will be able to offer him a personal apology.
Keep the guest informed of the current status of the issue.
Make sure the guest is happy with the solution to the problem. Once again express your gratitude to him for his complaint: send a letter of gratitude (better if on behalf of the head of the enterprise).
When receiving a complaint from a guest, always leave information about this in the “Shift Handover Log”, and also report all claims and complaints to the hotel duty officer.
Analyze the complaint, establish all the reasons for the complaint: why the guest was dissatisfied, what caused the error. Keep records and analyze all customer complaints to improve the quality of service.
If you receive a complaint in writing, respond to it within two days and do not delay resolving problems.
Do everything to restore quality service.
Guests who make complaints are assigned VIP status. Be sure to inform the guest about this.

Standard “Appearance of a receptionist”

General requirements for employee appearance:

A mandatory condition for working in the reception service of Hotel “X” is wearing a uniform.
The uniform is mandatory and the only form of clothing during working hours.
All employees are required to wear a name badge on the left side of their uniform during working hours.
Uniforms must always be in perfect condition, clean and ironed.
The jacket should always be buttoned, except when sitting.
Wearing a uniform outside of working hours is strictly prohibited.

Requirements for the appearance of male administrators:

The uniform set is a men's suit consisting of trousers, jacket, long-sleeved shirt and tie.
The shirt must be buttoned with all buttons, including the collar and cuffs.
Trousers should be well ironed and worn with a suitable belt.
The tie should be tied in a neat, strong knot at the collar of the shirt.
Socks should be dark in color (preferably black).
Shoes must be exclusively classic style, black and closed.
Hair must be clean, neatly cut and styled so that it maintains its proper appearance throughout the working day.
Hair neither on the sides nor on the back of the head should touch the collar of the shirt.
The face must be carefully shaved. Wearing a beard, mustache, or sideburns is not allowed.
Men are prohibited from using decorative cosmetics.
Nails should be clean and neatly trimmed. Men are prohibited from using nail polish other than clear color.
The aroma of cologne should be light - strong odors should be avoided.
As for jewelry, it is allowed to wear a traditionally designed wristwatch and a wedding ring. Wearing bracelets and earrings is prohibited.

Requirements for the appearance of female administrators:

The women's uniform set consists of a skirt, blouse and jacket.
Wearing a full set of uniform is mandatory, with the exception of the summer period (without a jacket).
The blouse must have long sleeves and fasten all buttons, including the collar and cuffs.
The length of the skirt should be no higher than 5 cm from the knees.
Regardless of the season, it is mandatory to wear flesh-colored or black tights or stockings without a pattern and no thicker than 20 denier during working hours.
It is mandatory to wear only closed shoes with a heel no higher than 4 cm, classic style, black.
Shoes should always be polished and repaired.
Hair must be clean, neatly trimmed and combed. A woman's hairstyle should be compact; wearing bulky hair clips in bright colors is prohibited.
You can wear your hair loose only if its length does not reach the collar of your blouse.
Hair color should look natural.
Makeup should be as natural as possible. The use of dark and bright shades of eye shadow, lipstick, and blush is prohibited.
Nails should be clean, neatly trimmed and polished. It is allowed to use nail polish only in neutral tones.
The aroma of perfume should be light - strong odors should be avoided.
All employees must use unscented deodorant daily.
The wearing of jewelry during working hours should be limited. As for jewelry, it is allowed to wear one thin chain around the neck, a wristwatch of a traditional design, one simple and/or wedding ring, one set of simple, small earrings (without pendants). Ankle bracelets are prohibited.
Tattoos and piercings are prohibited.

Dusenko S.V. Professional ethics and etiquette: textbook. aid for students / S. V. Dusenko. - M.: Academy, 2011. - pp. 168-174.

« It is common knowledge that without proper training, employees cannot operate effectively. Responsibility for training falls largely on the shoulders of managers, regardless of whether the company has a training center or not,” believes Inessa Ermishina, head of the training center of the Coffeemania network.

The immediate supervisor, the line manager, has the greatest influence on the daily development of each employee. The reason for this is accessibility. Learning can occur progressively, theory is immediately supported by practice. Progressive companies develop staff training and mentoring skills among their managers.

THE ART OF HOSPITALITY

“The law of the harvest: what you sow is what you reap. The same is true for customer service... Plant the seeds of friendly, courteous and prompt service and reap a rich harvest of respect, loyalty and success.”
John Schole, President, Service Quality Institute

Undoubtedly, quality of service is one of the most important factors for success in the restaurant business. As a result of the research, it was revealed that most of the expectations of guests are aimed directly at the behavior of employees: reliability, competence, courtesy, communication skills. It is not enough to simply say, “We must serve our guests well.” It is necessary to do this. AND we're talking about not about a fashionable slogan, but about how the company’s work is organized.

Obviously, each employee must have specific knowledge, skills and exhibit behaviors that guests will notice and appreciate. Maintenance is a complex and multifaceted process. The ability to serve others is not an innate trait; service professionals are not born, they are made.

WE'RE READY TO WIN

What needs to be done to make guests happy? In modern business there is an answer to this question - quality management. Service quality management involves creating standards of behavior and implementation of work procedures for various categories of employees, organizing a personnel training system, clearly setting tasks, monitoring and evaluating work results based on the stated standards. To use a football metaphor, a coach's job is to put players on the field who are ready to win. That is, it is important to create an extremely clear and convincing system for each employee. Then people do their work efficiently and with enthusiasm.

Task No. 1

The front desk received a complaint. When checking into the room, guest Nikolai Alekseevich Filippov discovers that there are no towels in the bathroom. Provide a written response to the complaint.

Task No. 2

Develop and issue service instructions for registration and accommodation service employees on actions in non-standard situations -

When checking out, the guest forgot documents and a large amount of money in the room. The maid found the documents and money and contacted the front desk manager.

Standard for task 2

INSTRUCTIONS

Actions of the Administrator in non-standard situations when a guest checks out

1. When a guest checks out, check that the guest has returned the room key

2. After the guest checks out, it is necessary to send a maid to this room as soon as possible to check for forgotten things or valuables, as well as damage to the room and its equipment. In case of forgotten things, incl. valuables and money, take measures to immediately inform the guest or his contact person about the things found and about the methods of transferring these things.

3. If valuables and money are found, you must immediately notify the Senior Manager, and in his absence, draw up a report with the signatures of two hotel/hotel employees (maid and Administrator)

Task No. 1

Guest Nikolai Vasilievich Kozlov appeals to the reception worker with a complaint about the air conditioner not working in the room. Provide a written response to the complaint.

Task No. 2

Develop and issue service instructions for registration and accommodation service employees on actions in non-standard situations - the guest behaves inappropriately - makes noise, pesters other guests, etc. The guest is a citizen of Russia

Standard for task 2

INSTRUCTIONS

Actions of the Administrator in case of inappropriate behavior of guests.

1. In case of violation of the rules of stay of citizens at the hotel, the Administrator is obliged to warn them about the inadmissibility of such behavior.

2. In case of failure to respond to comments, the Administrator must:

C. In case of violation by Russian guests, call the security guard. In the absence of a security guard, inform the Senior Manager.

D. In case of violation by foreign guests: inform them about drawing up an Act on violation of the stay of foreign citizens on the territory of the Russian Federation and submitting it to the appropriate authorities. In the absence of a positive reaction, proceed as indicated in paragraph A.

Sample act

To the Consulate______________ in St. Petersburg

To the Representative Office of the Russian Foreign Ministry

in St. Petersburg

to the Migration Service of the _________________ district

St. Petersburg

On violation of the stay of foreign citizens on the territory of the Russian Federation, _____________________ drew up an act on violation of the rules of residence in the hotel ___________________ of the following citizens:

The accommodation violations were as follows:__________________________________________

These violations resulted in a number of complaints from guests ______________________________

With this Act, the hotel notifies the Consulate __________________ in St. Petersburg that in the event of a repeated violation, the specified persons will be evicted from the premises until the end of registration with the Migration Service _______________

district of St. Petersburg, about which a separate act will be drawn up.

We also apply for visa cancellation for these citizens

Signatures, date

Task No. 1

Guest Evgeniy Ivanovich Krasilnikov appeals to the front desk employee with a complaint: he booked a room with one double bed, but due to an error from the previous shift, only a room with two beds was available. Provide a written response to the complaint.

Task No. 2

Develop and issue service instructions for registration and accommodation service employees on actions in non-standard situations - there has been a power failure in the room.

Standard for task 2

INSTRUCTIONS

A regular customer is a person who repeatedly uses the services of a particular enterprise (in our case, a hotel).

Working with regular hotel guests is one of the most important and profitable areas in the activities of the hotel marketing service. Those enterprises hotel industry Those who pay due attention to working with regular customers receive fairly high profits that are incomparable with the costs of carrying out this work.

Each modern hotel industry enterprise or chain of hotel enterprises has its own approaches and tactics in carrying out this work, its own concept and advertising policy. However, there are basic principles that all participants should use hotel business starting from small ones family hotels and ending with huge hotel corporations. The motto of any hotel should be as follows: “Every guest is the most important for the hotel,” the most important and most welcome, regardless of what room he occupied or what service he used. Hotel employees, by their attitude towards the guest, must show their respect for him and their gratitude for the fact that he chose their hotel, that he pays for their services and their hospitality. There are many signs of attention to a guest, let's consider some of them. To please the guest and make his stay at the hotel enjoyable, it is necessary to know not only his name, but also his birthday, national characteristics, religion, his habits, desires and requirements that he made during his previous stay at the hotel, and much more that would allow us to serve the guest at the highest level.

For the successful development of a hotel, it is necessary to collect information about those who have used the hotel’s services more than once.

Experienced managers create so-called “personalities”, where they reflect the habits and preferences of frequent clients. In some high-category hotels, a profile is created for each guest after his first stay in the hotel. Information about the guest is collected from all hotel services that had contact with him. This information is then summarized, analyzed, processed and entered into the data bank of the hotel computer system. When the client returns again, the receptionist service alerts all hotel services about his preferences and special requests.

This significantly improves the quality and level of service, as it makes the guest feel in a pleasant, almost homely environment.

Most highly appreciated labor will be the guest’s phrase: “I feel at home in your hotel.” You can imagine how nice it will be for a regular customer who usually stays at a certain hotel to receive his favorite newspaper without a reminder or pre-order.

The guest will be glad if they bring him the extra pillow and blanket that he asked for on his previous visit (again, without a reminder). A tall, regular guest will feel your special attention if his bed is set up in advance. A regular female guest will positively appreciate the fact that her room is additionally equipped with a special hanger for a skirt. It will not be useless to celebrate the next arrival of an important person (VIP) to the apartments of your hotel.

In hotels with world-class service, usually the manager or his deputy writes a message to the guest on a company postcard with greetings and wishes for a good time at the hotel.

At the same time, the manager instructs the room-service workers to set the table in the room with a bowl of fruit and champagne, which the guest prefers.

If a guest gets a better room on his fourth or fifth visit to the hotel, even at a discount, he will probably stay here for the sixth time.

Professional hoteliers who deal with regular guests also keep records that describe in detail which maid they prefer to clean their room, what their wishes are in terms of cleaning the room, putting linen and clothes in order. If guests have expressed a desire to assign a certain maid to the room in which they are staying, who knows their needs and habits well, this must be done.

It is advisable to remember the names of regular customers, not only for Reception staff, but also for all personnel directly involved in customer service. The guest will be very pleased if the maid, who meets him in the hotel corridor, greets him by calling him by name. The international standard is to know all guests by the end of the day or shift.

Hotel management needs to maintain contact with their former guests by mail, informing them about special events, discount offers, and sending greetings on birthdays, major international and religious holidays. It is advisable to have information about marital status, profession, etc. in the guest data bank.

If a client’s birthday falls during their stay at your hotel, you need to give him maximum attention.

As a rule, this event is accompanied by congratulations and gifts (flowers, pie, cake with candles, a set of chocolates, souvenirs, etc.). It is necessary to make it clear to the guest that he is taken care of as if in his own home.

You should be tolerant of some of the oddities of guests and their sometimes bizarre requests and try to fulfill all their wishes, unless, of course, they cause material or moral damage to the hotel.

Currently, all high-class hotels offering world-class services, excellent rooms, excellent restaurants and bars, excellent health complexes, well-trained staff, have their own “Regular Guest” programs.

These programs are usually handled by special hotel marketing and sales departments.

The process of serving a guest at a hotel can be represented as follows.

The first employee that guests often encounter at a hotel is the doorman. He greets guests, opens the door of an approaching car, can help with placing luggage on a trolley and is responsible for the safety of guests. Not all hotels have doormen. The doorman position does not generate income for the hotel and is expensive to staff. Therefore only largest hotels can afford to have a doorman service.

When a guest's check-in is complete, a bellman comes to show the guest to their room. The messenger service performs a number of important functions. The bellman explains the location of the hotel departments, details of the hotel's operation, and conducts a final check of the room upon check-in.

Bellboys are an integral part of a large hotel.

Garage service, doormen, hotel security and bell service play a key role in creating a hotel's image. No other hotel staff has as much time spent with the guest as the housekeeping staff. Showing kindness and hospitality towards the guest, professionally trained staff successfully promotes a number of hotel services. The ability to persuade, patience and unobtrusiveness are invaluable skills that hotel staff should have.

The maid service in most cases is the most functionally significant department, since this department is responsible for cleaning the rooms, halls, corridors and interior spaces in which customers are received and served.

Maids and senior maids must quickly and efficiently clean common areas, residential rooms, toilets, bathrooms, so that the guest, upon entering his room after moving and a long tiring journey, immediately feels cared for by the staff and the comfort created.

Methods and methods of cleaning in hotels are constantly being improved and developed, but the main criterion for assessing the work of staff is the impeccable cleanliness of the rooms and the hotel as a whole, the accuracy of the staff themselves when performing cleaning work, the correct and skillful use of cleaning materials and equipment.

An equally important task for the staff of this service is to be able to maneuver the time when performing cleaning work, so that less of this work is performed in the presence of the guest. The less the guest will witness the working environment on the floors, the less often the service staff will “catch his eye” with cleaning materials and equipment, the less the maid, while cleaning the premises, will leave “traces” of her work in the corridors (rags, brushes, buckets), the higher the service culture will be.

Additional services are provided with the aim of creating maximum convenience for guests staying at the hotel and better meeting their requirements. Delivery technology additional services should provide for the rational placement of services in the hotel in order to simplify and reduce to a minimum the procedure for placing orders for services.

Hotel services that are involved in the provision of services must work in close cooperation, which eliminates cases of guests repeatedly asking the same question. If it is impossible to provide services, the reasons must be explained and, if possible, equivalent services must be offered.

One of the most important qualities required for hotel workers, which indicates a high human culture, is politeness, correctness, tact, good manners, and restraint.

The specificity of working in a hotel is that its employees have to constantly communicate with new and unfamiliar people, with a huge variety of guest personalities.

A hotel employee must be able to distract himself from minor troubles, maintain goodwill and friendliness in communicating with people. He must have sufficient willpower not to detect negative sentiments towards a guest or visitor, even if they behave incorrectly.

Positive qualities of employees should be manifested in appearance, the ability to conduct a conversation, answer questions clearly and correctly, the ability to prevent everyday troubles and conflict situations. They also show respect for customs, traditions and national characteristics other peoples.

Swaggering, vulgarity, familiarity, etc. are absolutely unacceptable in the behavior of hotel staff. in relations with residents.

The specifics of the hotel worker profession require a high level of speech culture. This is the ability to conduct a conversation, the ability to express one’s thoughts clearly, concisely, accurately, grammatically correct, without unnecessary words, in a polite form and proper tone.

Staff of all categories of hotels who come into contact with residents must wear uniforms, in some cases including a personal badge indicating their first and last name. Hotel employees are required to strictly adhere to the rules of wearing uniforms when serving customers. Uniforms help a visitor or resident to easily find a hotel representative, ask a question or request for a service, assistance, or provide any assistance.