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In this Article – Sharmila will be giving communication tips for the front office team in the hospitality industry. As a guest contact point, every professional in the hospitality industry or guest contact point should be an expert in communications.
I want to start with the first point and the first would be communication at the moment the guest enters the hotel.
how do you greet the guest now when a guest enters the hotel his luggage is taken care of and the first thing he does is that he walks towards the front of his desk. This is the point where you have to be very careful to make eye contact. We have seen from my own experience 90 percent of the time the person who attends the guest is looking at his computer screen, which is the biggest blunder. hotel Front office associates should give a break and look up, give a smile, and greet the guest.
The second communication tips for the hospitality Front office staff is to come out of their counter and come and stand next to the guest. The front office associate should know the name of the guest and try to use the surname of the guest with the correct title.
Now, this is a very very important communication tool, when the moment you use the surname and the title, it gives a personal touch. It leads to personal engagement and you will see how nicely the guest will reciprocate. there is the third point now instead of asking the guest to do the check-in formality straight away you can give him an unexpected offer and what is that offer you tell the guest come let’s go to the restaurant and have a cup of coffee or why don’t you order something and have something to eat and on the side we will do your signing for the check-in formality believe me this will work wonders in uh big cities and five-star hotels normally they have started doing this but in tier two cities it matters a lot.
In this video harjeet wasan is sharing learnings from his wealth of experience in hospitality
How can someone grow a career in hospitality without IIHM degree or formal hotel management education.
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clear #vision of where you want to be in your career down the line.
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spend initial years #learning all traits in hospitality which can be in all departments #frontoffice#housekeeping#sales in order to understand tricks and trades.
- Make #firstprincipals and stick to your ideals.
A wonderful insights by Deepak Sharma an accomplished hospitality sales professional. Thanks
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Unedited Discussion with Mr Sajid, who is an accomplished hotelier highlighting his lifetime experiences.
okay uh if i want to ask you let's say
in the 40 years of experience how you
what are your key learnings if you say
okay these are my five
or top learnings in the hospitality
industry where
things normally go wrong and people need
to be careful
from hotels perspective and also
from the employee perspective means for
their career advancement
so let's start with the hotel first
see as far as the hotel is concerned one
very big learning biggest learning a
hotel is a place
where a lot of coordinated activity
takes place
yeah there is no other place where
so much of action takes place in such a
small geographical areas
of different kinds so coordinated
working
coordinated working yeah this is the
most important thing
to tell now look at the different kind
of people that are working there
you have mbas working in your sales and
marketing people you have child
accountants working in your finance
department you have
and highly qualified engineers working
in your engineering department yeah
you have you have the kitchen
it's not an easy place yeah there's
highly experienced people working in the
kitchen
in fnb in the front office
and they are of all grades
you know like like while you have
very sophisticated people on one side
then you go to the house on the other
side
the security guards on the other side
yes and all that happens in a very
limited geographical area
so coordination working in coordination
working as a team
is the most important thing for
uh the success of any hotel yeah yeah
the youngsters i'll say that you have to
keep on learning learning learning
because if you want to be
good at coordination you better know
what happens on the other side
so there's
other challenges is equally important
it's very important because how do you
coordinate with them
how does a front office person put
pressure on housekeeping
yeah to turn around homes fast if they
do not know how sleeping functions yeah
correct if they do not know how engine
engineering functions
so they need to know that well in in
little of
my experience i see sometimes the front
office or the gms or the
operational ssr marketing especially
sometimes they
they commit things to the guests which
uh
operational departments uh specifically
the housekeeping
and security and the bellman's the front
office team the consumer's team are not
just able to deliver because uh they
don't have enough capabilities
and also the equipment that they
are required and
if the sales peoples and uh the
operational the person who is selling
and committing to the guest
does not understand their own hotels let
alone the processes
okay the process is there maybe you
understand but if they don't understand
within the capabilities of the hotels
the other departments
they may generally overcome it yeah
you see i often tell them that in any
product
in any product hotel or anything then
now let me talk as a sales person say
Guest Courtesy sills are very important in providing excellent customer services.
Listen in to this part to learn what is guest courtesy and what are the key things to remain courteous. We have made a full course on this enhancing guest services and you can subscribe it here.
#thankyou and #gratitude Sunny Nagpal for this supercharged session with me on #happiness #mindfullness #gratitudeattitude and wonderful #smileeveryday philosophy.
In this session i #learned
- #lessismore attitude can help us overcoming negatively and low fealing
- if we have a #mindsets of #givingbacktothecommunity volunteering and #learningdevelopment there wont be a time to think low about oneself even in the form of crisis.
- have #unconditional #faith in supreme power and accept what happens. Whatever happens in our lives is for good and if we just continue to learn from experiences and we will gain for lifetime in future.
What is stopping you from #smiling today
Share your thoughts.
Watch the complete video full of #insights and #life lessons here - https://lnkd.in/gHfKwM9