Reviewer in ABTT

PERSONALITY SPIRIT
Pleasantness – good manners  Seek out what guest really want
Eagerness – willingness to serve  Place your guest’s needs ahead of you
Respect – Courtesy  Ignore distractions
Sense of Responsibility – what one does and  Reach beyond expectations
say is important  Invest in yourself
Orderly Mind – methodical and accurate work  Team-up with co-workers
Neatness – indicates pride
Accuracy – paramount importance HEART
Loyalty – make good teamwork  Honesty
Intelligence – common sense  Empathy
Tact – doing the right thing at the right time  Appreciation
Yearning to be a good FO Associates – love of
 Respect
work
 Tolerance

Service Management Program – focus on

3C’s of Guest Magic
meeting customer’s needs and allow hotel to
 Connect
achieve its financial goals
 Contribute
 Conclude
Perfecting Service
 Focus on the guest
Platinum Rule – treat guest as they would like
 Understand the role of guest-contact
to be treated
employee
 Weave a service culture into education
Classification of Guest
and training system
1. Very Important Person
 Thrive on change
(VIP) – Well renowned guest
2. Very Very Important Person
Moments of Truth – customer comes into
(VVIP) – Highly renowned person
contact with any aspect of the company
3. Free Independent Traveler / Foreign
Individual Tourist
First Impression & Last Impression – you only
(FIT) – Traveling alone
get one chance to get it right
4. Joiner – Joining another guest

5 Foot Rule – verbal

Complaints
10 Foot Rule – Eye contact and smile
- An expression of resentment or
displeasure
Spirit of Hospitality – a positive attitude or
- To make protest
feeling of pride
Why do people complain?
- Result of series of little things
Reviewer in ABTT

Nature of Complaints Customer expectations in complaint:

Mechanical - To be treated courteously
- Heat, Light or Power - Satisfactory result
- Furniture - To be believed
- Vending Management - Someone to take responsibility
- Keys - To believe that the management values
- Plumbing them
- Appliances Complaints are Sales Opportunity not Threats
Service
- Delays Complaints Handling
- Assistance - Apologize immediately and take steps
- Rooms to correct the fault
- Telephones - Never argue with a guest
- Food & Beverage Delivery - Do not try to excuse
- Room Service - Ensure all complaints are settled within
- Personnel the hotel
Staff Attitude - Politeness is of outmost importance
- Rude
- Insulting Steps in Handling Guest Complaints
- Derogatory Avoid Conflict
- Careless - Say “how can I help you?”
- Overfriendly - Guide away from others guest and staff
- Uncooperative Listen
- Insensitive - Allow guest to tell his story
Unusual - Do not interrupt
- Weather - Try to identify his needs
- Pets Show Sympathy
- Transportation - Apologize
- Closing Time - Show concern
- Display humanity
What causes complaints? - Avoid arrogance
- Staff has failed to do something - Invite them to sit down
- Guest has been kept waiting Do not justify
- Staff has misunderstood the guest - Avoid making excuses
- Guest expect something which is not - Give explanations to satisfy an
provided identified need for an explanation
- Staff has forgotten to do something Ask Questions
- Guest feel that he is not getting value - Make sure you know all the facts
for money - Confirm that you have identified his
- Staff forgotten to pass on message need
- Equipment and supplies are broken, Agree & Take Action
damaged or missing - Make sure you get his agreement to
your proposed course of action
Reviewer in ABTT

- It is wrong to buy your way out of o Price

trouble o Guest personal information
Follow up and Feed-back o Quality of the reservation
- Make sure that the action taken is Nonessential Information:
completely satisfactory o “nice to know” data
- Take preventive actions to avoid re- o ETA
occurrences of complaint o Special request
- Give feed-back to the guest o Discounts and
Affiliations
Benefits of Derived from Guest’s Complaints o Smoking and nonsmoking
- Highlight guest’s views and needs preferences
- Reveal weaknesses in standards and
systems Reservation Codes – sequential series of
- Provide free quality control alphanumeric combination that provide the
- Highlight priorities guest with a reference for a confirmed or
- Provide free auditing guaranteed reservation
- Identify training needs
- Provides information about the Cancellation Codes
competitors - sequential series of alphanumeric
- Allow retaining a customer combination that provide the guest
- Prevent re-occurrence of event with a reference for a cancellation
- Develop staff morale and - also referred as Cancellation Number
interdepartmental communication
First Person Contact – initiated by the guest
Reservation
- A request for a room accommodation Second Person Contact – made by a friend,
where in the most important outcome associates, relatives or agent
is having the guest room of your hotel
ready and waiting when the guest Third Person Contact – reservations made
arrives without specific guest in mind (usually using
- The first contact for the guest or person room blocks)
making the reservation
Reservation Avenues – means by which guest
Selling Rooms – the act of reservation are able to make reservation

Reservation Card – a preprinted form for 1. Mailed Request – common for group,
making a reservation at a hotel tour or convention
2. Telephone – guest calls the hotel
Essential Information: 3. In person – usually on in-house
o Arrival and Departure Dates reservation
o Number of Nights 4. Property-Property – typically
o Number of Person encourage guest to plan their next hotel
o Number of rooms required stay while in an affiliated property
o Type of rooms required 5. Telex, Cable Fax
Reviewer in ABTT

6. Global Distribution System – a network 4. Employed by a firm that’s slow in

of travel & hospitality entities paying bills
7. Central Reservation System (CSR) – the
heart of reservation system Telephone Exchange – an indispensable
element in the communication system of any
Non-Guaranteed/Regular hotel
- Not paid in advance - Private Branch Exchange (PBX)
- Hotel agrees to hold a room until a - Private Automated Branch Exchange
stated reservation cancellation hour (6 (PABX)
pm hold) - Switchboard
- Payment is not sure for No-Shows - Voice Over Internet Protocol (VoIP)
- If guest doesn’t come by the room will
be release and will be sold to a walk-in 5 Steps in Handling House Call
o Walk-in – a person with no 1. Answer call within 3 rings
reservation who appears at a 2. Provide proper greetings
property desiring a room 3. Speak slowly and clearly with a smile
4. Use guest’s name as appropriate
Guaranteed Reservation 5. End each call with proper exit greeting
- Normally carries an advance deposit
- Guaranteed reservation that is not
occupied is called Guaranteed No-Show Telephony
(GNS)

Permanent Reservation
- Guest who return to the hotel
periodically
- Particular room is favored by the guest
- Usually for commercial travelers

Confirmed Reservation
- Reservation has been verified
- Both parties agree on the arrangement

Overbooking – accommodating guests more

than the number of guestrooms available

Blacklist System – very essential for it

determines the names of those whom the hotel
doesn’t wish to accept

Reasons:
1. Skippers
2. Obnoxious attitude
3. Have stolen something