Handout Lesson 3 HK

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Hotel Amenities

 Are the extra service or product that hotel provides for their guests
 Vary in every hotel
 There are hotels that offer standard amenities to all rooms, others maybe optional
 Guest may avail of it if they want and usually for an additional charge

Bathroom Amenities
 Shampoo
 Conditioner
 Bath gel
 Lotion
 Toothbrush
 Hairbrush
 Comb
 Shower cap
 Cotton swap
 Razor
 Shaving foam
 Scrub towel
 Hair dryer
 Hot and cold water (shower)
 Shoe mitts
 Disposal bag
 Shower cap
 Toilet tissue
 Water tumbler
 Blade dispenser
Bedroom Amenities
 Spacious bedrooms with king or queen size bed
 High grade premium pillow top mattress
 Premium quality linens
 Plush duvet
 Extra pillows
 Clothes hanger
 Bedside alarm clock
 Cordless telephone
 High-speed internet access
 High-definition flat scree television
 Desk and comfortable desk chair
 Cable television channel
 Mini fridge
 Iron and ironing board
 Bedside telephone with note pad and pen
 Safety deposit locker
 Coffee maker
 Telephone directory and service directory
 Luggage scale
 Printing of boarding pass for free

1. Remember not to argue with a guest, remember also that the guest is always right.
2. Listen attentively to the guest and understand what exactly is wrong
3. Have a log system in place.
4. Apologize for the inconvenience caused.
5. Find out exactly what the guest expects during the request.
6. Record the time for handling the request.
7. Rectify the situation if you can.
8. Inform the manager of all complaints immediately, even if you have successfully resolved the
situation.
9. Complaints need to be handled positively and with empathy for the guest, aspiring for 100%
guest satisfaction.
10. If the problem is out of your authority, inform the manager or Duty Manager.
11. Record all the details in Guest Call Register. Noting down any request or complaints made by
hotel guest.
12. Repeat the request back to the guest before ending the call.

 Handle all guest requests within ten minutes.


 Use proper door knocking standards when arriving at the guest’s room.
 Be prepared to handle situations like angry guests when you arrive at the room.
 Inform the front desk staff by radio or cell phone as soon as you have completed the request.
 Guest should be kept informed of the developments of his or her request.

 According to Dan Huckle, a business development expert,


“most inquiries are requests for information about products or services”
 When people inquire they expect you to be:
 Knowledgeable about product or service
 Approachable

 Keep calm
 If you handled it properly - they can become the number one customer or guest

 Answer the phone within three rings.


 Say the name of the hotel, your name, and the customary greetings.
 Have in hand a pen and paper for documentation.
 Listen carefully to the details being said by the caller.
 Make them feel that they have your full attention.
 Explain the reason if you want to put them on hold. Wait for their response.
 For call back, do it in the soonest possible time. Do not forget to say the approximate time you
can do the call back.
 Repeat all the details.
 End the conversation politely.

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