Handout Lesson 3 HK
Handout Lesson 3 HK
Handout Lesson 3 HK
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.
Keep calm
If you handled it properly - they can become the number one customer or guest