Special offers. These can be in any area of the property from dining, to retail shops, gaming, bars and through to accommodation. Some of these specials may also include off-site activities such as tickets to a live show, entry to the zoo, free day tour of the local tourist attractions Availability. It is not suggested that you have to keep up to date at all times with vacancies, occupancy rates or table bookings. But, you should at the very least know where to go, who to ask, what number to ring to find out. There is little point in convincing a guest to stay an extra night or two, and then find out you are fully booked How to purchase or Even though you may work in a bar area, it is part of your establishment knowledge that you can inform a guest or potential customer of how to make a booking in other areas of the property. This maximises revenue and provides outstanding customer service Discuss how this happens in a normal hospitality business. Activity General Discussion – For each of the points on the last couple of slides, select a few key departments in a hospitality organisation and give practical examples of each. Slide Slide No Trainer Notes It must be a Golden Rule for you when working in the industry to say don’t “I know” to a customer, and leave it at that. If a customer asks a question and you don’t know the correct answer you should: Be truthful tell them you don’t know the answer – Apologise where appropriate – Inform them you will find out the answer to their question Find out the answer. This may involve accessing a web site, contacting another staff member, looking up information in a brochure or making a phone call Pass on the information to the customer verbally and where appropriate, – in written form as well. Slide Slide No Trainer Notes Communication with colleagues is different to that provided to customers, however the objective is the same: to ensure each customer has an enjoyable experience at your establishment.
Special offers. These can be in any area of the property from dining, to retail shops, gaming, bars and through to accommodation. Some of these specials may also include off-site activities such as tickets to a live show, entry to the zoo, free day tour of the local tourist attractions Availability. It is not suggested that you have to keep up to date at all times with vacancies, occupancy rates or table bookings. But, you should at the very least know where to go, who to ask, what number to ring to find out. There is little point in convincing a guest to stay an extra night or two, and then find out you are fully booked How to purchase or Even though you may work in a bar area, it is part of your establishment knowledge that you can inform a guest or potential customer of how to make a booking in other areas of the property. This maximises revenue and provides outstanding customer service Discuss how this happens in a normal hospitality business. Activity – General Discussion For each of the points on the last couple of slides, select a few key departments in a hospitality organisation and give practical examples of each. Slide Slide No Trainer Notes It must be a Golden Rule for you when working in the industry to say “I don’t know” to a customer, and leave it at that. If a customer asks a question and you don’t know the correct answer you should: Be truthful – tell them you don’t know the answer Apologise – where appropriate Inform them you will find out the answer to their question Find out the answer. This may involve accessing a web site, contacting another staff member, looking up information in a brochure or making a phone call Pass on the information to the customer – verbally and where appropriate, in written form as well. Slide Slide No Trainer Notes Communication with colleagues is different to that provided to customers, however the objective is the same: to ensure each customer has an enjoyable experience at your establishment.
TG_Work_effectively_with_cust_&_colleagues_refined.docx