Collection of talks by hotel leaders spreading ideas about what is important.
Explaining hotel facilities to guest
What will you learn in this video?
While escorting a guest to the hotel room, you have time to explain the hotel facilities to the guest. This can help in improving guest satisfaction
Jay, i have received a complaint, from a guest. It seems that you did not explain about the restaurant opening time, when you escorted the guest to the room.
I did explain the facilities, but i must have forgotten a few important things
okay then, let me tell you how to properly escort the guest and tell them about the facilities and amenities about the hotel.
In this video, we will talk about what to say while escorting a guest to the room.
Till the time you reach the elevator,engage the guest with some casual conversation . You can ask about their day, or talk about weather. etc. Something to break the ice. And remember to avoid any controversial topics
Once near the elevator, talk about the facilities in the lobby level. May be the location and timing of the gym, salon etc
Once you are inside the elevator, you can use the elevator poster to talk about the latest fnb promotions that are happening in the hotel.
This is a nice tip. I can talk about the Indian restaurant and the Halloween party in the bar because of the elevator poster
Just outside the room, show the room and say, this is your room. Also mention if it is a smoking or non smoking room
While you are inside the room, do show the guest the amenities, specially things that may be hidden from view. Like the mini bar
Do tell the guest on how to connect to the hotel internet.
And before you leave the room, do ask the guest, if there is anything else they may want to know.
Remember to also ask questions that reflect the time of the day. For example, if it is late in the night, ask the guest if they need a wake up call in the morning?
That way you will not miss out on any points about the hotel facilities and amenities
Thank you for teaching me this system. Now i will not forget. First start with some casual chat. Then at the elevator, explain about the facilities on the lobby level.
I liked the idea of using the cues from the elevator poster to talk about the food and beverage outlets.
And once in the room, i can then explain about the room and the internet connection.
You can also customise this to your hotel needs. Like in my previous hotel, we had an constant issue with hot water taking time. So we would specifically mention that during the process so the guest could be aware.
This lesson was very useful to me. I learnt how to talk to guest while walking them to the room. Earlier I would just keep quite and not know what all to say.
Related to Improve Guest Satisfaction,Soft skills,Sop