PROVIDE INFORMATION ABOUT IN-HOUSE SERVICES

1. D1.HFO.CL2.11 PROVIDE INFORMATION ABOUT IN-HOUSE SERVICES

2. 1. Obtain information about in-house services

3. Identify sources of information regarding in house services The range of information includes: • Product Knowledge • Hotel Services • Local attractions • Safety and security information

4. 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

5. 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?

6. 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

7. 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

8. 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

9. 2. Share generic information aboutin house services

10. Provide verbal information to guests and others Verbal information The elements of speech: • Pitch or tone • Loudness • Intensity – projection of voice • Pausing • Speed (continued)

11. 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

12. Provide printed information to guests Printed information in Hotel rooms: • Compendia: • Includes hotels services and details • Instructions on how to use equipment • Tourist information

13. 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

14. 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)

15. Provide electronic information to guests • Electronic Noticeboard • SMS Text message • Touch screen telephone

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

17. Assess request for information Use of appropriate interpersonal skills: • Polite • Courteous • Friendly manner • What to do if the answer is difficult • Keeping records

18. Prepare a response to a specific request Guests may request anything. Some requests are difficult to meet: • Information outsourced • Requests of a sensitive nature

19. Provide the required information Providing information: • Answer all questions • Use of personal experience • Selling Techniques • Finalize bookings • Disseminate information

20. 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

21. 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

22. 4. Update information about in-house services

23. 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

24. Revise printed information to guests Updated or new information will create a need for new written materials: • Prompt production • Removing old information • Website update

25. 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.

26. Share updated knowledge with colleagues All staff should be briefed on all changes: • Shift Handover • Electronic memo • Orientation/induction documents • Policies and procedures