Special offers. These can be in any area of the property from dining, to retail shops, gaming, bars and through to accommodation. Some of these specials may also include off-site activities such as tickets to a live show, entry to the zoo, free day tour of the local tourist attractions Availability. It is not suggested that you have to keep up to date at all times with vacancies, occupancy rates or table bookings. But, you should at the very least know where to go, who to ask, what number to ring to find out. There is little point in convincing a guest to stay an extra night or two, and then find out you are fully booked How to purchase or Even though you may work in a bar area, it is part of your establishment knowledge that you can inform a guest or potential customer of how to make a booking in other areas of the property. This maximises revenue and provides outstanding customer service Discuss how this happens in a normal hospitality business. Activity – General Discussion For each of the points on the last couple of slides, select a few key departments in a hospitality organisation and give practical examples of each. Slide Slide No Trainer Notes It must be a Golden Rule for you when working in the industry to say “I don’t know” to a customer, and leave it at that. If a customer asks a question and you don’t know the correct answer you should: Be truthful – tell them you don’t know the answer Apologise – where appropriate Inform them you will find out the answer to their question Find out the answer. This may involve accessing a web site, contacting another staff member, looking up information in a brochure or making a phone call Pass on the information to the customer – verbally and where appropriate, in written form as well. Slide Slide No Trainer Notes Communication with colleagues is different to that provided to customers, however the objective is the same: to ensure each customer has an enjoyable experience at your establishment.
Slide No Trainer Notes Answer questions in the slide. Slide Slide No Trainer Notes Reservations – including booking information, special requests, receipts and confirmation to customers – including specials of the day, menus for specific groups, drink lists and menus in different languages Banquets – schedule of events, invitations, enquiry letters, invoices, name cards Conferences – schedule of events, enquiry letters, confirmation letters, secretarial services Financial documents – daily checklists, sales sheets, register dockets, reconciliation sheets, breakage sheets, ‘comp’ (complimentary) sheets, forecasts and budgets. Class Activity – Review documentation Trainer to distribute different types of written documentation used in the Food and Beverage Department. Slide Slide No Trainer Notes Front Office Activity Sheets – arrivals and departure sheets and VIP Lists Registration Cards – for completion and signature by customers Accounts Customer Surveys and complaint forms Currency exchange documents Payment forms, vouchers, letters and receipts. Class Activity – Review documentation Trainer to distribute different types of written documentation used in the Front Office department.
No Trainer Discuss the above points. Slide Slide No Trainer Notes Business – computer and internet access, newspapers, executive lounges, laundry services, business or executive centre, business and news channels. Businessmen are more likely to frequent a hotel bar and eat in the restaurant Women – hairdryers, larger mirrors, healthier food options, specific bathroom amenities, fashion magazines, bath. Businesswomen are more likely to use the gym and eat room service Family – interconnecting costs, entertainment options, child care facilities, children’s television programs, package deals and safety Leisure – cheaper rates, local attractions, concierge services Elderly – single beds, medical facilities, suitable food options and cheaper rates Groups – need for large allocation of rooms, cheap rates, meeting rooms, specialised menus, bus access and parking. Class Activity – General discussion Are there any other major market segments that exist? What needs do they have? Slide Slide No Trainer Class Activity – General discussion For each of the points in this slide, explain, using examples, how needs can be identified. Slide
Why did you need it? Who did you ask and why? Was it helpful? Slide Slide No Trainer Notes Class Activity – General discussion In a professional environment, provide examples of assistance you would get in the points identified in this slide. Why is it common NOT to ask for assistance at work? Slide No Trainer Notes Class Activity – General discussion In your past experience: When have you given assistance to someone else before? Why did they need it? How did you feel when you were asked? Slide Slide No Trainer Notes Discuss the above points. Slide Slide No Trainer Notes