1. Describe the various types of friends that may search for a hotel and the typical needs of each of these guests.
a) Tourists. They travel for sightseeing, entertainment, browsing and non-business activities. They would like to find out about the customs, the annals and the vocabulary of every place they visit. They usually travel in organizations. We have to supply them with any information that might need about the area, the transportation, any nearby events that may take place in the surround area etc. and make sure they are feel at home. They want for recreational facilities, food and drink services and interior design. That kind of friends are usually very price very sensitive.
b) Families. They usually travel on weekends and they want a brief break of their everyday routine. They may be buying a quiet spot to relax and enjoy their time. They want for recreational facilities, food and beverage services and the hotel should offer baby-sitting facilities, special foods for kids and an animation team.
c) The elderly. They can't look after themselves as the years move, so they can be buying a hotel with pleasurable and friendly environment. We have to be kind and patient with them and also to take care of them without providing them with the impression that people behave on them like children.
d) Business travelers. They are almost the most crucial travel market for most city hotels and this is the reason why the hotels who aim for the forex market have designed specific products and services for their needs like a quiet environment. The majority of business travelers do nothing like to stay in hotels because after a hard day they prefer to stay in a quiet destination to rest and to relax rather than a noisy room in a hotel. One more thing that they worry about is their communications and exactly how well the hotel can handle this. We have to offer them facilities such as: assembly space, computer services, internet access etc. Business travelers are not often very price very sensitive and frequently utilize hotel's food (especially room service), drink and recreational facilities. They considered desirable and profitable market and is an important segment because of its steady degree of demand at high room rates.
e) Delegates. Achieving and conventions usually draw in hundreds of men and women and this is why we have to convince the meeting planner to choose our hotel. They are looking for fast service plus they don't like in which to stay queues. Reaching and conventions want to do with people who joining seminars, trade connection shows etc. The space of stay for conferences ranges from three to five 5 days. We have to provide them a convention middle for the meetings, computers services, internet access and when we've a sizable group some savings are necessary because in this manner we can appeal to them to go to again our hotel as leisure travelers. We have also to provide them in house banquet and cocktail receptions.
2. Describe the value of inviting a guest and the techniques that needs to be used.
Always the first impression plays the most important role when a guest finds the hotel and affects the others of his stay. The receptionists should be warm and friendly when they looking at in the guests to make them feel safe like at home. An excellent greeting can make a visitor feel better. A well-spoken receptionist giving a look of welcome from a enchanting succeeds to make a warm and friendly atmosphere also has to be able to recognise the guest's personality also to adapt to be able to fulfill the guest's objectives. Some techniques that needs to be used are: keep eyes contact and laugh, be clear in your conversation and use a enjoyable tone of voice, avoid speaking too fast or too poor, use the guest's names, continually be polite and kind, always start and end with a good note, continually be: friendly, interested, helpful, never mechanised, never different rather than impatient. There may be a big probability that when a guest leaves from the hotel with a good impression he will come back and he will be considered a good marketer for our hotel.
3. Describe the visitor enrollment process and explain its importance.
We have to follow several steps for the subscription process. The guest registration process begins with the pre-registration activities which speed up the enrollment process, guests can verify personal data and enough time of the check-in the friends have only to sign the subscription form. Once the guests occur we greeting and inviting them and directly after we create the enrollment record and confirm the guest's individuality name, the long term address and the telephone number, the time of introduction and the departure, volume of registered persons, method of repayment, passport and signature. After this process we assign the room rate and we create the method of payment. We continue by issuing the area key and ask the guests for any special demands. When each one of these complete we escort the visitor to his/her room.
The guest sign up is important because by concluding this form tell us who stays inside our hotel, especially during within an disaster situation. With guest sign up we can also learn if a guest is a repeater, if he has already seen another hotel in our company. Also with this form we will get some information about the visitor needs (in case that he's repeater), such as smoking or non-smoking room, allergy symptoms, any special requirements that he use to have.
4. Discuss what guest background files are and why hotels keep them.
Guest history data are files in which the management records important info of most his regular friends and show any special demands and expectations that a guest have if the visitor has stay once at the hotel. Hotels use to keep visitor history data files because these files help the management to enhance the guest service and also to remind personal data of its repeater guests. These files includes details of bank cards, the time frame of the first stay, how many times a visitor has stay at the hotel and how many nights, how much the guest spent in the several departments, how much he has allocated to each stay and the area types that he prefers to remain. Also these data files track record any special needs (magazines) and preferences that guests may have.
5. Explain up-selling and the techniques that can be used
Qualify the business lead. Asking questions and try to understand exactly what your prospective visitor wants, watch contact and let him speak without interrupt him. Built a relationship and make your visitor feel comfortable. By doing this you create a friendly atmosphere and gives you the benefit for a much better deal. Make a display of your premises. Provide brochures and leads for what you offer and encourage your visitor that you know very well what you sale. You have to know your product inside and out and also to know your market area and your competitor's rates. Close the sale by requesting the sale. You shouldn't be in dash for presenting any discounts that probably your visitor will ask, just focus on value. Follow up the sales visit by mailing questionnaires. This is a good way to determine if your guest left satisfied from your hotel and provides an indication that this guest might return in the future and also bring and other guests with him. A satisfied guest is an ad for our hotel.
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