- Response to the first information inquiry, request for booking details, booking
confirmation, invoice.
- Informal letters (thank-you letters, seasonal greetings with an update on new developments
and tariffs in your accommodation) allow to fortify your ties with the clients and
remind them of your accommodation, increasing in this way your chances for the so-called
repeat customers.
- Samples of Response to the first information inquiry, Tableof room availability,
and Booking confirmation form are provided in the text of the Section, items 4.1.1
First contact, 4.1.2 Reservations and payment.
- The most reliable way to prevent the loss of revenue is to make guaranteed reservations,
i.e. booking under the condition of payment in advance (e.g., reservation becomes
valid upon receipt of payment or reservation is automatically called off if the
payment is not done 2 weeks prior to). Another way is to make reservations with
specific provisions on the check-in time (e.g., only before 3 p.m., after this hour
the reservation is called off).
- Efficiency and conviviality (attitude and behaviour towards guests).
- Establishing contact, showing hospitality, solving problems, and improving the quality
of the accommodation service via feedback.
- Did you have a nice day out yesterday? Is everything OK? How can we make your stay
better? Do you have any special plans for today/tomorrow? (Then you shall be ready
to come up with helpful suggestions), etc.
- Keeping the temper and remaining tactful under any circumstances, apologizing for
the inconvenience caused, summarizing the complaint, informing the client about
the measures that will you will take as a result of the complaint, thanking the
guest for bringing the problem in your attention.
- In order of efficiency increase: Guest book, Feedback questionnaire upon departure,
informal and spontaneous questions by the Owner/Host/Manager during the stay.
- The reception makes the first and the last impression on the clients. The main operations
performed at the reception are welcome and check-in, receipt of payment, booking,
provision of information, getting feedback and check-out.
- Upon the guest’s arrival, the guest should be greeted, welcomed, asked whether
he/she already has a reservation and, if yes, then registered, given the key and
information about your services and surroundings, and showed to his/her room (optionally,
assisted with the luggage). If no reservation has been made, the available rooms
and rates should be described, and then the procedures repeat. Payment can be a
part of check-in or sometimes check-out. In special cases, a traditional welcome
is organized.
- See the Checklist for information at the accommodation in the text of 4.2.3
Communication at the reception. Information for guests (under the item Provision
of information).
- When the guest checks out, the room is inspected, the bill settled, the key handed
in. You can also ask the guest to fill in the feedback questionnaire on the services
provided during these procedures. In the end, the receptionist assists with the
luggage, thanks for the visit, says good-bye and wishes a safe trip back home.
- See the sample of Guest Feedback Questionnaire in the text of 4.2.3 Communication
at the reception. Information for guests (under the item Check-out and feedback).
The form and presentation of the Guest Book is informal and is usually dictated
by the fantasy of the personnel, the peculiarities of accommodation and its guests.
- Making up a list of your requirements for the reception personnel, consider personal
characteristics such as friendliness, sociable nature, ability to control negative
emotions, good communication skills, politeness and good manners, willingness to
help, as well as professional skills or, at least, ability to learn them (quick
orientation in all kinds of requests, efficiency in serving and performing all the
reception operations, knowledge of all the accommodation aspects, etc).
- Consider such personality characteristics such as friendliness, enthusiasm, attention,
patience and tactfulness, as well as serving skills (knowledge about the products
served, good coordination of timing, ability to read the body language and provide
timely service, anticipation of needs).
- You might want to apologize and inform the client politely but firmly that you have
a lot of non-smokers as guests and this particular section is non-smoking, and show
the client to the area designated for smoking. To prevent similar situation, you
should clearly state your non-smoking policy in the House Rules that are to be sent
to the client beforehand with the booking confirmation, placed on the easily visible
spot, or handed out to the clients in printing upon arrival.
- Operation schedule of your facilities; liability in case of force majeur, accidents,
and security incidents (e.g., theft), procedures in case of loss or damage to your
assets, rules of behaviour within the accommodation and procedures in case of their
violation (e.g., loud music and shouts at 3 a.m.).
- If a passport or driver’s license is stolen or you do not find the passport
or license, inform the police and ask for a receipt. With the receipt your guest
can go to the local authorities or in case of foreign guests to the national embassy
or consulate. If the foreign guest can present another photo-ID, e.g. driver’s
license, the procedure to obtain temporary travel documents is easier.
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