- Name 4 most common types of letters in your correspondence with clients.
- Why are informal letters important for your business? Which forms can informal letters
take?
- Develop the following standard forms:
- Response to the first information inquiry
- Graph/Table of room availability
- Booking confirmation form.
- How can you prevent/reduce the damage of last-minute cancellations and no-shows?
- Name 2 main components making up the quality service of your staff.
- What are 4 main tasks of the Host in interaction with guests?
- Think of several “small” questions that show your interest in the guests
and allow you to start a conversation.
- What are the main principles in dealing with your guest’s complaints?
- Name 3 ways of getting feedback from your guests on the service provided. Range
them in efficiency.
- Why is Reception so crucial for forming the guest’s opinion? Name 6 main operations
performed at the reception.
- Which routine procedures should take place upon the guest’s arrival?
- What information shall be provided at your accommodation in order to prevent a thousand
of your guest’s questions?
- Which routine procedures should take place upon your guest’s departure?
- Develop your own Feedback Questionnaire and Guest Book.
- What will be your requirements to your reception personnel?
- What will be your requirements to your food serving personnel?
- Imagine the following situation: A guest enters a room, where smoking is prohibited,
with a cigarette. How will you react? What can you do to prevent such situations?
- Which main areas shall your House Rules cover?
- Your guest lost his passport. What are you doing?
|
