1. Guest Services
Unit - X

2. Service Standards
Employees in any industry need to have expectations made clear to them. A hotel that clearly defines its guest service guidelines will be able to hold employees accountable. That accountability helps management guide and evaluate employees.
Service standards are dictated by employee interaction with guests. They interact verbally and visually.

3. Verbal Means of Interaction
Use the appropriate greeting.
Identify the time of day by saying “good morning” or “good evening.”
The employee who greets a guest over the phone should also include their name and department and offer assistance in the greeting.

4. Verbal Means of Interaction
Personalize the conversation.
Use the appropriate title (i.e. Mr. or Ms.)
Use the guest’s name when known
Incorporate the personalization with the appropriate greeting “Good afternoon Mr. Smith.”
Why is personalization so important?

5. Verbal Means of Interaction
Thank the guest after each activity.
Listening allows employees to hear subtle hints and signals a guest gives out during communication. Letting the guest initiate the tone of the conversation also puts them at ease.
Employees should avoid using jargon when they communicate with guests.

6. Visual Means of Interaction
Communicating with a genuine smile that accompanies a greeting or thank you reinforces the message.
A smile is very effective when incorporated into the 10x10 rule.
In what situations might a smile not be appropriate?

7. Visual Means of Interaction
Body language can be an important visual marker for rooms division employees.
Common body language signals include:
Crossed arms may indicate a defensive posture
A guest who leans across the front desk during conversation may be aggressive
Strong and consistent eye contact may indicate confidence
Strong firm handshakes may also indicate confidence

8. Visual Means of Interaction
An often overlooked aspect of visual communications is guest perception.
The first and often most lasting perception an employee makes on a guest is the employee’s appearance.
Appearance is marked by:
Grooming
Uniform
Name tag

9. Guest Conflict Resolution
Because the hotel industry is a service industry that relies on people and an infrastructure to deliver a product, breakdowns can occur.
Resolving a conflict to a guest’s satisfaction can “turn around” an unhappy guest and make them a satisfied guest.
This resolution is best accomplished by adhering to the visual and verbal rules of guest service.

10. Guest Conflict Resolution
Listen first.
Summarize and restate the problem.
No excuses.
Resolve the problem.
Document the conflict.
Why are these steps so important?

11. Empowerment
Empowerment is defined as the ability and authority to satisfy guest complaints/requests within preset parameters.
Whenever issues arise, an empowered employee is able to take whatever action is they deem appropriate to solve the problem.
What is the importance of having preset parameters?

12. BIBLIOGRAPHY Front Office operation and Management by Ahmed Ismail.
Front office Management and Operations by Sudhir Andrews.
Front Office Procedures ,Social Skills, Yield and Management by
Peter Abbot & Sue Lewery .
Front Office Management by S.K.Bhatnagar .
Hotel front Office Operation and Management by Jatashankkar R. Tewari.

13. Bibliography wwwwikianswers.com www.hotelassociationofindia.com
wwhotelsmag.com
ww w.hospitality school.com