Hospitality Buffet

Handling a drunken guest in the hotel seems to be a very easy task in listening but in itself is a very difficult task and handling a guest who is drunk and completely out of his senses is next to impossible.                       Certain attributes you have to possess:       Act politely Never argue   Talk softly and lead him away from the public area   If the drunk guest is behaving rudely then the last option should be to call the security officer but try and handle the situation very calmly. The conversation above will give the fair idea of handling this kind of situation which may be very common in hotels. Receptionist: “good evening sir, how may I assist you?” Guest: “ I want my room to be changed and should be on the other floor.” Receptionist: “ sir please may I know the reason for your room change.” Guest:  “ there is no specific reason but I am just orderi...

1. The first step, and possibly the most important step, is to listen 2. This is followed very closely by showing empathy .  If we haven't listened to what the customer is telling us, we won't be able to convincingly show them empathy. We will look like we don't care. The most important thing is that the customer knows that they've been heard and that the person who has heard them actually cares that they've had a bad experience. It's important that they feel that we will do everything that we can to find a solution. One way to show empathy to a guest is to simply apologize. This doesn't mean that we will admit guilt or fault in any way. It means simply that we are sorry that the customer had a negative experience and we want to help them make it better.  3. Don't take the complaint personally . This is a very difficult but very important step. When a guest is yelling, maybe they will say some things that are slight...

1. Computer literacy If you don’t know your way around the Microsoft Office suite of software programs, you’re going to have difficulty landing a front desk job. Nearly every posted position mentions basic computer skills, and some have even more detailed requirements. Candidates with experience using hotel property management software are going to have the most luck securing available jobs. 2. Effective written and verbal communication From responding to guest emails to writing down directions to local attractions, there are many front desk duties that require the ability to effectively communicate in written or verbal form. If you’re after a front desk job, you need to demonstrate this skill from your first contact with the employer (resume) to the last (interview). 3. Guest service Without guests a hotel cannot stay in business. For this reason, guest service is the third most in-demand skill mentioned in front desk job postings on Hcareers. It includes being pleas...

Defining a proper marketing mix for hotel industry is crucial for the success of hotels marketing efforts. A marketing mix is used to indicate the several marketing variables used by the sales team to target specific guests or target market segments (E.g.: Corporate, Transient, Groups, Conference, Leisure etc.). Marketing mix is normally prepared by the Director of sales and marketing / Sales mangers. The hotel should have the right facilities / services, define good promotional strategies (both online and offline) and finally with the right pricing. 1) Service / Facilities: This is considered as the first because without this hotel marketing team will have nothing to deliver to the potential guest/ customers. Hotel industry Offer products like: Guest rooms Food and beverage Banqueting rooms Conference facilities Recreational facilities Health and wellness facilities Executive lounge Express check-in checkout services Travel desk Business centre P...