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TO BE A GOOD INFORMATIAN-PROVIDER

TO BE A GOOD INFORMATIAN-PROVIDER.

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TO BE A GOOD INFORMATIAN-PROVIDER

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  1. TO BE A GOOD INFORMATIAN-PROVIDER

  2. Every guest will rely on you and your colleagues at the front desk to help them during registering , departing and throughout their stay . Because of your location and the traditional role of the front office , you are a major sourse of information . Remember your guests are in unfamiliar surroundings . They need to know many things---directions , advice , information , things you should be in a position to tell them . Imagine for a moment that you’re the guest in this situation and you’re looking for a little help. • A: Excuse me , could you tell me how to get the airport ? • B: Oh , no , I… • A: Oh .

  3. Front office people should be familiar with their property and their community . It’s one of the most important aspects of guest relations in the lodging industry . But just having that knowledge is not enough , you must also be able to impart the information in a way the guest can understand and use . • A: Excuse me ,could you tell me how to get to the airport ? • B: Yes , sir ,I can . Go right at the corner , left at the light , go about 3 blocks until you get to Foster . Bennett is north of Foster . Good luck . • This front office person knows his community , but unfortunately is not much help to the guest .

  4. “ Go right at the corner .” • Which corner ? Where is the guest parted ? You should first establish a starting point . • “ Left at the light .” • What light ? What’s the name of the street ? Give the names of the streets the guest will be using . • “ Then go about 3 blocks until you get to Foster .” • How far is about 3 blocks ? This is specific about distances . And if possible , mention landmark that will help the guest identify where to turn . • Bennett is north of Foster . “ North “ , which way is north ? How far to Bennet ? Tell the guest how far travel on each street and avoid the cardinal directions like north and west .

  5. Avoid any complicated directions . Instesd , use directions where the route is clearly marked . This will help ensure that the guest arrives at his destination , even if the route is a little longer . • “ Good luck .” • Saying “ good luck “ is right . If the guest is lucky , he may find the way . Otherwise , he’ll have to ask someone else for directions . Or worse yet , he’ll find himself lost somewhere . Regardless of the stay our guest enjoyed at the hotel , his final impression has been very negative indeed . His feelings about the whole trip will probably be quite negative as well , because it’s the last impression that will stay with him . As a front office professional , you representative of the entire lodging industry . • Helping the guest with directions , information or recommendation is one of the most important parts of your job and it is one from which everybody benefits: the guest , the hotel and you . Normally in giving information you can promote the other facilities and services offered by your hotel .

  6. To do this , take tour of your property . Note its various features and services , so that you can recommend them from a position of the authority . You shall have a full working knowledge of the names , locations and hours of operations of the restaurant k, lounges , gift shops and similar facilities in your property . Be up to date on the specials and specialities these facilities have to offer . You should know the names and locations of the meeting and conference room in the hotel and be aware of the groups or organizations which are using these rooms every day . Be familiar with the location of pools and other facilities , including ice and vending machines . Be aware of the procedures and hours of operation for room service , valet and other services offered by your property . Be familiar with your community as well . Be prepared to talk about local tourist attraction and recreational opportunities , such as goft and tennis courts , jogging paths , parks and public beaches . Be able to describe the area’s entertainment attraction , such as local theatres , museums art galleries and sporting events . And , as we have shown , be able to help guests with directions by knowing the primary roads , freeways and major intersection in your area , particularly direction in your area , particularly directions to the airport .

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