Fichas
HM #3
Fichas del conjunto (9)
- 1What are the miscellaneous departments?Spa/Wellness (incl. pool)
Recreation department
Retail outlets
Casino - 2What is service?A valuable action, deed or effort performed to satisfy a need or to fulfill a demand
- 3What is perishability of service?you cannot intentorise service
- 4What is Assistance Service, Repair Service and Value-added service?- Help choosing a seat for a show
- repairing a leaky faucet in a guest room
- value-added service exceeding customer expectations - 5Why is service experience essential?The service experience is is an essential element in the transaction. If the server is grumpy and heavy-handed, likely the guest is unhappy. A cheerful and efficient server enhances the guest experience. Notice the word enhances. The tangible side of the transaction must be acceptable,too. All cheerfullness in the world, will not make up a bad steak.
- 6What are interpersonal skills?Employees need to put themselves in the shoes of the guest
- 7What do hotels want to achieve?High revenue - happy customers-loyal customers - positive Word of mouth
- 8Why should hotels be beware of the silent customer?Create an enviroment where people feel comfortable giving feedback
Ask power questions… like ‘what can we do better?’
Remember to thank people who complain….
BECAUSE YOU WONT BE ABLE TO LEARN FROM THEIR DISSATISFACTION - 9WHEN IS IT BEST TO DELIVER DELIGHT?Best time is pre- arrival and post-departure
They must not be disruptive to the guest experience
Información
- Descripción
- DWG Fichas sobre HM #3, creado por holamellamotesselatraasa T el 08/04/2017.
- Creado por
- holamellamotesselatraasa T
- Visitas
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- Valoración
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