By Vincent P. Magnini
This e-book provides thoughts that mirror the great and sundry adventure of the authors. they've got produced an array of powerful visitor pride strategies from which even the main veteran hoteliers can study and gain. With this functional, easy-to-use ebook, there is not any have to sift via pages of narratives on the way to determine actionable strategies and techniques that may be utilized on the property-level. The publication provides one detailed and actionable patron pride method on every one page―a worthy function for busy managers.
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Extra info for A hotel manager's handbook : 189 techniques for achieving exceptional guest satisfaction
Intense competition in the hotel sector mandates that guests feel appreciated for their business. Replies to ‘thank you’ such as ‘no problem’ do not communicate appreciation or leave a lasting impression. We already practice this technique This technique would not be suitable for our operation We practiced this in the past and need to jumpstart We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ 38 A Hotel Manager’s Handbook: Technique #27 #28 Technique #28 Set the Tone During the Reservation Process When a guest makes a reservation via the hotel, it creates a great opportunity to get them excited about coming to the hotel.
The tone of the reservationist’s voice is very important and has the opportunity to start the exceptional guest service before they even arrive at the hotel. Reservationists should be trained to speak with enthusiasm, so the guest will feel it too. This enthusiasm sets the tone for their stay. We already practice this technique This technique would not be suitable for our operation We practiced this in the past and need to jumpstart We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ A Hotel Manager’s Handbook: Technique #28 39 #29 Technique #29 Smile While on the Telephone A mirror should be hung in front of all hotel reservationists and they should be trained to check their smiles in the mirror when conversing with potential guests.
If the guests decline, the service offered signals care and attention to detail. We already practice this technique This technique would not be suitable for our operation We practiced this in the past and need to jumpstart We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ A Hotel Manager’s Handbook: Technique #38 49 This page intentionally left blank CHAPTER 3 Frontline Employee Feedback and Evaluation I n a management context, perhaps no writings illustrate the imporAll feedback…ev tance of feedback better than Spencer en co nstructive…can Johnson and Ken Blanchard’s book more motivatio be titled the One Minute Manager  than no feedback nal that was published more than thirty at all.