Slide No Trainer Trainer reminds trainees the history’ provides a valuable source of ‘guest information about guests and needs to be updated whenever a guest stays at a venue advising trainees: Enables proper preparation for guest stays and more customer-focussed – preparation leading to a more satisfying and positive guest experience histories can be in paper-based format (using cards), or electronic format using a CRS database Can need to be updated: Before the guest arrives on the basis of information provided as part of the reservation (by the guest themselves or by their agent, manager or support staff) During the stay as the guest uses products, services and facilities, and participates in local activities After the guest has departed and all information relating to their stay has been compiled. Slide No Trainer Notes Trainer instructs trainees the updating of guest histories should involve input from internal, venue staff as well as input from external providers and can address: Products and services provided updates can require: – Time of use Cost Quantity Preferences for types, styles, brand names of items, service style, sequence of delivery Facilities used identifying: – What was used and when – Charges made if any – Amount of use Personal preferences in addition to the above, the guest history should be – updated to reflect current/required: Room number preferences some VIP guests insist/specify a certain room – every time they stay Seating preferences for dining or entertainment – External product and/or service providers naming the organisations the – prefers to do business with when dealing outside the venue
Slide No Trainer Trainer reminds trainees the ‘guest history’ provides a valuable source of information about guests and needs to be updated whenever a guest stays at a venue advising trainees: Enables proper preparation for guest stays – and more customer-focussed preparation leading to a more satisfying and positive guest experience histories can be in paper-based format (using cards), or electronic format using a CRS database Can need to be updated: Before the guest arrives on the basis of information provided as part of the reservation (by the guest themselves or by their agent, manager or support staff) During the stay as the guest uses products, services and facilities, and participates in local activities After the guest has departed and all information relating to their stay has been compiled. Slide No Trainer Notes Trainer instructs trainees the updating of guest histories should involve input from internal, venue staff as well as input from external providers and can address: Products and services provided – updates can require: Time of use Cost Quantity Preferences for types, styles, brand names of items, service style, sequence of delivery Facilities used – identifying: What was used – and when Charges made – if any Amount of use Personal preferences – in addition to the above, the guest history should be updated to reflect current/required: Room number preferences – some VIP guests insist/specify a certain room every time they stay Seating preferences – for dining or entertainment External product and/or service providers – naming the organisations the prefers to do business with when dealing outside the venue
TG_Provide_valet_service_refined.docx