Hotel Management

Thursday, October 29, 2009

Salesmanship and handling complaints

Posted by Thakur Prasad Lamichhane at 9:32 PM

Complaints refers to the dissatisfaction expressed by a customer over the product and services offered to them. There may be complaint in any business but it must be taken seriously for the further improvemrnt in the business.

Every hotel needs a policy for dealing with complaints. From the customer complaints, it is very easy to find the needs of the customers. Positive attitude is essential in dealing with customer complaints. Problems should be viewed as oppertunities for improvement. If the complaints are handled in a better manner, there will be oppertunity of repeated business as we would earn the clients.

Ways of handling complaints are:

1. Listen carefully to the customer complaint with great interest and patience.

2. Do not interrupt.

3. Never be defensive.

4. Define the problem and state your understanding.

5. Promise to take action quickly to solve the problem.

6. Thank to the customer for bringing the matter to attention.

Salesmanship and handling complaints

Customers expectations

Posted by Thakur Prasad Lamichhane at 9:21 PM

The eating habits of people have been changing as a result of economical growth, life style and social changes in the world. These factors have affected the hospitality industry which has grown rapidly over the last dacades.

Why do people go to five star hotel to have their meal? There is not only one answer to this question. There are many factors why customers choose world class hotels for their meal. Following are some of the factors that customers might have in their mind before experiencing a meal in a outlet.

1. World class service and personalized treatment.

2. value for money.

3. Hygiene and sanitation.

4. Hospitable surroundings.

5. Good taste that may not experience at home.

6. Quality of food and service as a whole.

The very interesting thing is that all guests in the world have their different patterns of meal habits, taste and expectations. The role of the service crew is important in identifying the customer's needs and expectations.

Food and Beverage

Posted by Thakur Prasad Lamichhane at 9:06 PM

Food and beverage service department is one of the main service oriented division of the hotel. It providses the service of ready food items, beverages in a hospitable way to the customers as per their demands.

It is also the image building department after front office department because the work of design of menus, pricing, portion control, wastage control and staff training lies within it.

Food and beverage service department comprises of two mwin operational areas:

1. Service of beverage

2. dining services

The personnel working in this department must be professionally qualified for service and hospitality. The role of this department is service oriented so the staf need to be very close to the customers and need to be well groomed, smart and hygienic. Service staff plays a significant role in promoting positive influence to the guests by professional and world class service in hospitable manner. Service industry is focusing on the concept of guest delight which is the improved expression of guest satisfaction. We need to make them more satisfied to promote our business. Today's customers visit many corners of the world so they can be a medium of publicity for the hotel business.

Modes of payment

Posted by Thakur Prasad Lamichhane at 12:02 AM

The mode of payment refers to the various methods of payment by which the guest can pay his/her bills in the hotel. Whenever guests check into a hotel, he/she has to make clear about the mode of payment at the time of resistration.

When the guest check-out of the hotel, they pay the bills by cash or credit card. The different methods of payment of bills are:

1. Cash

2. Credit card

3. Travelers cheque

4. Travel agent/Airlines voucher

5. Company account

1. Cash: Cash is simple and instant mode of payment of the services used by the guests. Cash may be in local or foreign currency. The bill is presented by the cashier and the payment is done on hand.

2. Credit card: It is a small card issued by the banks to its valueable customers that authorizes the person named on it to charge services to his/her account. There are many kinds of credit cards such as master card, visa card, euro card, american express card etc.

3. Travelers cheque: It is a cheque issued by any bank to the travelers in exchange of the cash. It is another form of cash.

4. Company account: The related company of a guest may pay the bills in this method.

Wednesday, October 28, 2009

Hotel tariff and basis of charging rooms

Posted by Thakur Prasad Lamichhane at 11:46 PM

Tariff is the rate or charges offered to the guest by the hotel for the use of different facilities and services during their stay. Commonly, tariff is a charge of rooms and other facilities. Room charge may include meal or breakfast depending upon the plan as per the guest choices. Prices of hotel services are mentioned in a card known as a 'tariff card'. It is the card containing the rates charged by the hotel for accomodation. Rates of meals and other services are also printed in the hotel tariff card.

Below listed factors are the basis of charging room rates:

The 24 hours: In this basis, the room is charged for the stay of 24 hours If a guest arrives at 9:00 am today, the room charge will cover until 9:00 am tomorrow. If the guest leaves few hour earlier, no concession is given.

The 12:00 noon: Mostly, 12:00 noon is a particular time of check-in and check-out for all the guests. Hotel day begins at this time.

The nightly basis: Here, the charge is fixed, according to the nights spent in the hotel. If a guest stays from 10am the next day, the guest is charged for one night or a day.

Reception and resistration

Posted by Thakur Prasad Lamichhane at 11:33 PM

It can be defined as the process of assigning rooms to the guests at the time of their arrival by filling necessary details about the guests and the rooms contained in a resistration form.

It is done on the arrival of the guest in a hotel. After determining the reservation data, guest may fill up resistration formalities or the receptionist may fill the form for the guest. Guest resistration form is used for resistration of the guests in the hotel, which acts as a source of information about guests and acts as a legal proof for the hotel and guests.

In case of foreigners in the hotel, after filling the resistration form as a record of them in the hotel, a copy of form is sent to the local police and another one copy is sent to foreigner regional resistration office.

Following are the process of guest resistration:

1. Pre-resistration activity

2. Creating the resistration records

3. Assigning the room and rates

4. Establishing the method of payment

5. Issuing the room key

6. Escort guests to the room.

Factors affecting reservation

Posted by Thakur Prasad Lamichhane at 11:15 PM

1. Confirmation: The reservation confirmation means that the hotel verifies a guests room request and personal information by telephoning, faxing, mailing, etc. A written confirmation means that both the parties are interested and confirms agreement. Confirmed reservation may be either guaranted or non-guaranted.

2. Cancellation: It means the process of cancelling the confirmed reservation made by the guest to any hotel because of his/her personal reason or different reason such as bad weather, strikes etc which affects the normal reservation procedures of the hotel. It also brings loss of hotel business.

Hotels usually charge for cancellation within a particular period. This may differ from hotel to hotel.

3. Over booking: Over booking refers to accepting more reservations or booking of rooms than it is available. It is practiced by most of the hotels for making high occupancy in general.

4. Walk-in: It refers to a guest who arrives at a hotel without a pre-reservation of rooms. These guests are also called chance guests.

5. Over and under stay guest: The guest who stays in the hotel beyond the scheduled departure date is called over stay guest and the guest who leaves the hotel before the scheduled departure date is called under stay guest.

Hotel Management

Salesmanship and handling complaints

Customers expectations

Food and Beverage

Modes of payment

Hotel tariff and basis of charging rooms

Reception and resistration

Factors affecting reservation

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