With complete guest profile, in effect, We can anticipate every need and are able to provide it even before they ask for it. 4. We INSPIRE.
Because only those who feel valued can truly add value, our employees are in a position to provide little touches that make our guests feel facial – the moment of service beyond guest expectation or that thoughtful attention to detail.At the heart of our employee development program is our desire to value, motivate and develop our employees to make them go further in offering extraordinary service. The Guest is also an individual Technical Behavioral Skills 1 . When a guest approaches, be the first one to greet them appropriately.
2. Welcome guest in their own dialect if possible. If you do not know, do not try. Greeting them in English is always better. 3.Acknowledge guests with a friendly look and smile whenever you interact with them within the hotel 4. Even if you are busy, or dealing with a line of guests, keep an eye on what is going around you. When guests are nearby, or would approach you, look up from your work and acknowledge them with a smile.
5. When talking to guests maintain eye contact and include their name in your conversation in a natural and discreet way. 6.
When you’ve just helped a guest with something, tell them your first name and ask if there is anything else they need from you. 7.When you are dealing with children, don’t talk over their heads; Speak to hem directly and when possible at their eye-level. 8.
If you are aware of a guest need you can’t deal with personally, get in touch with someone who can help them right away. Make sure you tell the guest who is now dealing with the request, and when it will be sorted out. 9. Remember guest rely on you to make them feel at home at Regal Business park Hotel 10.
Make sure you know everything there is to know about your department, and that you are well-informed about the Hotel’s facilities and services.That way you will be well-[laced to provide helpful information to everyone. 1 1 . When guests ask you for directions around the Hotel, do more than simply show the way. Walk the first few steps with them if possible and offer to escort them to their destination.
12. Try to anticipate what your guest need, and offer it to them even before they have to ask. 13.
Avoid physical barriers between yourself and the guests. It is much friendlier to step out from behind a desk or counter if possible. 14.Provide small, unexpected remarks or services during your exchanges with guests.
If available, you may offer a candy to a child or you can ask a guest if he had a pleasant trip. 15. Always ask if it is an appropriate time to enter when you know that guests are in their rooms. 16. Whenever there is an opportunity, open and hold doors and elevator for the guests. 17. You are an ambassador of the hotel. It is important that you look your best at all times- make sure you look smart and well-groomed.
This program is designed to provide the students with the necessary skills and knowledge in the areas of services, operations and management in the hospitality industry. It will prepare the students become globally competitive s hospitality practitioners. Courses in this program provide the students with an understanding and appreciation Of the different sectors in the hospitality industry such as culinary, front office, tourism, and hotel operations.The practicum will give exposure to the student as they apply the different theories and principles learned. This experience would not have been possible without the guidance and the help of several individuals who in one way or another contributed and extended their valuable assistance in the preparation and completion of this practicum. First and foremost, my utmost gratitude to my second mom Mrs.. Leticia O.
Tan, whose sincerity and encouragement I will never forget. To my dearest father Mr.. Joel T. Actuator and to my one and only Mr..
Jeerer O. Tan, these two men have been my inspiration as hurdle all the obstacles in the completion of this training. To my one and only sister, Mrs.. Solely Actuator Bacchanal, for her unselfish and unfailing support as my adviser when I have problems.
To all my instructors, for the insights they shared to me and to my classmates. Last but not the least, the one above all of us, the omnipresent God, for answering my prayers for giving me the strength to plod on despite my constitution wanting to give up, thank you so much Dear Lord.