Introduction

It is almost impossible to overestimate the significance of communication with guests in accommodation business. When organized properly, communication attracts attention of potential guests, leads to bookings, creates true expectations, determines the client’s impressions about the stay and overall quality of accommodation and makes some people to come back for the next vacation.

In this section, you will find out useful practical things about two aspects of communication – written internet/regular mail correspondence and daily interaction with guests.

There are some ways of making your correspondence more efficient - you can save your and your client’s time and ensure order in your business through developing a number of standard forms. Optimizing reservationprocessalso matters, since it needs to be done professionally – quickly and without mistakes. Moreover, the guaranteed type of reservations can minimize your loss of revenue.

The employees working at the reception, in the kitchen, as well as cleaning personnel need to follow a number of simple rules in order to ensure client’s satisfaction with the holiday. The Entrepreneur is in charge of coordination and organisationofthe appropriate level of service. Thus, it is essential to know the requirements for each position to recruit the right people at the right place and be able to give precise instructions to the employees.

The Host is responsible for such vital tasks as establishing contact, showing hospitality and solving all the problems at the accommodation. The best way to deal with conflicts is to avoid them. But if some time you get into trouble, you should at least have proper House rules that limit your liability.