Handling A Drunken Guest In A Hotel

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 ordering you to change my room as you are here for my assistance.”

Receptionist: “i am very sorry to say so but sir without any specific reason our room cannot be changed and right now we also don’t have any room available because we are running on 100% occupancy. My sincere apologies to you sir.”

Guest: “how dare you talk to me like that just call your manager I will talk to him.  You  bloody don’t know who I am. I will surely change the room and you all are here for me only just do as I say.

NOTE: here the duty manager or the immediate supervisor should take the drunken guest away from the reception/front desk area and make the guest realize that this is not the right way to talk and then acting very calmly and talking very politely with him the supervisor can escort him to his room or he can indulge the guest in some other thoughts and just keep the guest calm and as soon as possible send him back to his room.

Deal with Difficult Customers in a Hotel

1.

The first step, and possibly the most important step, is to listen

2.

This is followed very closely by showing empathy

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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

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This is a very difficult but very important step. When a guest is yelling, maybe they will say some things that are slightly offensive. They may be very intimidating. They may be making us anxious or a little bit nervous. Try not to take their complaint personally. Try to remain calm. Don't internalize what they're saying, because most of the time, it's not actually about us.

4.

Do not assign blame

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We've seen some instances where someone has assigned blame to a particular department or to a particular coworker or even a manager. This will not work out in almost any situation. It may even cause additional trouble with colleagues, with superiors, and even with the customer. 

5.

Inform the customer of what action will be taken

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6.

When informing the customer what action we will take, provide them a time that we will be able to update them

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These two steps are very important. We want to keep the guest or customer absolutely updated. A good rule to remember here is to under-promise and over-deliver. Don't under-promise so much that it is not going to please the guest, but the action that we may have to take initially may just be telling the guest that we need to investigate the complaint. In that case, we might tell them that we will give them an update within two hours. If we can provide them an update within 45 minutes, we will look like rock stars. They will have increased confidence that we are actually on their side and working for them, and with them, in order to reach a solution that's going to make everyone happy.  

7.

Reach the best possible resolution

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We do want to make the guest happy and keep their business. At the same time, we don't want to hurt ourselves or our own business. However we need to do that will be based on our policies, and what sort of freedom we have to act. 

8.

After we have reached a resolution, follow up with the customer

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Maybe we send an apology note. Maybe we give them a quick phone call just to make sure everything is okay. Ask them if they need anything else and if there is anything else that we can help them with during their time and experience with us or with our company. 

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12 necessary and essential skills of front desk professionals

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 pleasant and friendly, working efficiently and accurately, solving problems and anything else necessary to ensure a pleasant experience for hotel customers.

4. Able to work flexible schedule

Hotels and resorts are 24/7 businesses. Guests come and go at all hours, and someone needs to be at the front desk to help them. For the best chance at a front desk job, offer to work whatever schedule is needed—be that early mornings, late nights, weekends and/or holidays.

5. Strong interpersonal skills

It takes a team to run a hotel, and you might not always see eye to eye with everyone on it. If you’re applying for a front desk position, make sure the employer knows that you are skilled at functioning on a team and getting along with a variety of different people.

6. Organized and detail oriented

All that multitasking can lead to piles of paper and plenty of mistakes if you’re not also organized and detail oriented. If you want to work at the front desk, you should be able to keep track of your progress on multiple tasks, maintain a neat and tidy workspace, and complete complex processes and procedures without errors.

7. Ability to stay calm under pressure

While it would be nice if you only needed to focus on one thing at a time, most jobs for front desk professionals require multitasking in a fast-paced environment. At any given moment, you may need to answer the phone, greet a guest, sign for a package and process a credit card transaction simultaneously. Employers look for candidates who can do so without losing their cool.

8. Stamina to stand for long periods

You won’t be spending much time sitting down if you’re working as a front desk agent, porter or concierge. For most of your day, you’ll need to be on your feet and assisting guests with checking in and checking out, transporting luggage and other activities. Sure, you can wear comfortable (neat and professional) shoes, but you’ll need tireless leg and core muscles as well.

9. Problem solving skills

Even the best hotel has disappointed guests from time to time. For this reason, employers want to hire front desk professionals who can think on their feet and solve problems as they arise. Oftentimes, a prompt and courteous response to a complaint can turn a potential bad review into a good one—preserving a hotel’s valuable reputation.

10. Lift and carry 30 to 50 pounds

Hotel porters help guests get their luggage to and from their vehicles, taxis and their rooms. Even front desk agents may occasionally need to assist a visitor with a heavy bag or package. Though not all employers require candidates to regularly lift and carry large loads, an ability to do so will be seen as an asset by many.

11. Speak multiple languages

Whether you’re working the desk at a hotel in New York City or Jackson Hole, you’re likely to encounter visitors from all over the world. While being multilingual isn’t required for front desk positions at most hotels, it is a skill many employers value. If you’re proficient in more than one language, make sure you mention this on your resume.

12. Neat and professional appearance

The lobby may be the first thing a hotel guest sees when checking in, but the front desk agent is the first person he or she meets. These professionals are basically the face of the establishment, and employers are looking for individuals who will take pride in this roll and the representation of their brand.

The Hotel Marketing Mix

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
• Parking facilities etc.

Hotels generally cater to different market segments and each of these market segments has different requirements.  E.g.: A leisure guest on a family trip looks for recreational and wellness facilities of the hotel where as a business traveller gives importance on hotels business facilities like business centre, video conferencing, good in room internet connectivity etc.

This analysis done by the sales and marketing department can help the top management to identify these specific requirements and work along with the management to either develop such facilities or make the required improvements.

2) Place and Distribution:

This refers to the accessibility of the products to consumers. When comparing to other products normally hotels products doesn't travel to customers but the customers come to the product.

Place or Location of the hotel e.g; choices like in city, outskirts of city, resort area, hill station. Or a chain of hotels with presence in multiple locations.

Hotel uses either direct or indirect distribution methods to reach out its potential customers, below are few methods or channels used by hotels.

Direct methods

• Sales through the hotel sales team
• Personal telephone calls
• Online pay per click or Banner Advertisements (Google ads, Facebook ads etc.)
• Printed media Advertisements
• Other Media Advertisements
• Hotel Website Booking System (WBS)
• Global distribution system (GDS)

Indirect methods

• Travel Agents
• Independent Travel agents
• Event Planners
• Online Travel Agents (Expeida, booking.com, Agoda etc.)
• Online Travel portals ( Trip Advisor, HotelIQ etc.)
• Independent hotel representative.

3) Promotions and communications:

The director of Sales & Marketing should work out the most effective promotion and communication mix for the hotel. Promotion is the way hotels communicate to target customers.

Below are few promotions and communication channels used by hotels:

• Brochures
• Television commercials
• Hotel Websites
• Twitter Channel
• Facebook Page
• Google + Page
• Hotel pens & pencils
• Scratch pads with hotel logo
• Billboards
• T V Commercials

4) Room Rate or Pricing:

Defining the correct pricing strategy is one of the most important aspects of the marketing mix. If the hotel products like Guest rooms, Food and beverage menu etc. are not priced competitively then the potential guest may reject the use of hotel services.

In this very competitive market guests are strongly influenced by the pricing and packages. The hotel rate codes and packages are defined keeping in mind to attract or impress guest.

Generally the hotel room rates are defined as per the below season:

Peak Season

This is the period when demand for a hotel and its services is highest and the hotel can charge the highest prices to the guest. There is no defined peak period for all hotels it vary from hotel to hotel.

Valley Season / Off Season

This is the time of the year with the lowest demand for rooms. Hotels generally offer the reduced rates and packages eg: Stay for 3 and pay for 2 nights, Discounted Package rates etc.

Shoulder Season

This period falls between peak season and off season, And this time is considered as the best time to attract new business as the rooms are available and a medium or highest rates can be charged. Also the sales and marketing activities should be the highest during this period.