PROVIDE INFORMATION ABOUT IN-HOUSE SERVICES

D1.HFO.CL2.11

Slide 1

1. Obtain information about in-house services

Slide 2

Identify sources of information regarding in house services

The range of information includes:

Product Knowledge

Hotel Services

Local attractions

Safety and security information

Slide 3

Identify information about in house services

Guests receive information from:

Porters or Concierge

Front Office reception staff

Guest Services desk

Room service

Housekeeping

Butler service

Slide 4

Case study

Mia and Lee are arriving at an island hotel resort with their 8 month old baby

They want to have a day trip to a local historical site and have dinner in the hotels restaurant

What information do they need?

Slide 5

Prepare a database of information in relation to in-house services

Paper based system:

An in-room compendium

Printed in-house information for staff reference

Instruction documents, ‘How to’

Printed material provided by external businesses

Slide 6

Prepare a database of information in relation to in-house services

Electronic data bases:

Links to Internet

Access via guest’s phone or laptop

In-house data in spreadsheets

Slide 7

Class exercise

Design a hotel of your own in a power point presentation

Use the internet to gather pictorial data for your display

Describe all the in-house facilities you have chosen to have in your hotel

Each student presents and describes these facilities to “sell” to the class

Slide 8

2. Share generic information aboutin house services

Slide 9

Provide verbal information to guests and others

Verbal information

The elements of speech:

Pitch or tone

Loudness

Intensity – projection of voice

Pausing

Speed

(continued)

Slide 10

Provide verbal information to guests and others

Staff most likely to interact with guests face to face

Concierge & porters

Front Office

Also Housekeeping and room service

Familiarization tours

Slide 11

Provide printed information to guests

Printed information in Hotel rooms:

Compendia:

• Includes hotels services and details

Instructions on how to use equipment

Tourist information

Slide 12

Provide printed information to guests

Printed information:

‘How to’ information with equipment such as how to set the alarm clock

Laundry slips and room service menus

Government information on weather or safety warnings

Slide 13

Provide electronic information to guests

Electronic information can be accessed via:

TV screen

Venue Intranet via guests laptop or in-house desktop

Use of Mobile phone or tablet PC

Social networking sites

Facsimile Machines [fax]

(continued)

Slide 14

Provide electronic information to guests

Electronic Noticeboard

SMS Text message

Touch screen telephone

Slide 15

3. Respond to specific requests for information about in-house services

Slide 16

Assess request for information

Use of appropriate interpersonal skills:

Polite

Courteous

Friendly manner

What to do if the answer is difficult

Keeping records

Slide 17

Prepare a response to a specific request

Guests may request anything. Some requests are difficult to meet:

Information outsourced

Requests of a sensitive nature

Slide 18

Provide the required information

Providing information:

Answer all questions

Use of personal experience

Selling Techniques

Finalize bookings

Disseminate information

Slide 19

Provide hard copy details of the response

Hard copy response sheets allow guests a record of the arrangements:

Print out information:

• Maps

• Booking details

• Price lists

• Menus

Slide 20

Role Play

Student to work in pairs one each side of a desk

One student is the customer

One student is the staff member

Guest is to ask the staff member about a hotel facility

Staff member is to respond – trying to sell the facility

Swap roles and repeat

Slide 21

4. Update information about in-house services

Slide 22

Identify and use opportunities to update in-house information

Hotels and Resorts continually update information:

To avoid incorrect information

As a marketing tool to promote currency

To meet regulations and as a result ofgovernment instruction

Information from external businesses

Slide 23

Revise printed information to guests

Updated or new information will create a need for new written materials:

Prompt production

Removing old information

Website update

Slide 24

Update in-house database

Gather all information to update the in-house database:

Cooperation from other departments

Cooperation from external business

Skill of staff to enter data

Notify all users of changes

Update giveaway pamphlets. Update giveaway pamphlets.

Slide 25

Share updated knowledge with colleagues

All staff should be briefed on all changes:

Shift Handover

Electronic memo

Orientation/induction documents

Policies and procedures

Slide 26