Communications and guest service Flashcards
What are the objectives of the communication lesson?
- Discuss different types of communication with guest services
- Discuss the importance of communication with all departments
- Describe different forms/aids of communications
- Explain how we complete special requests
Objectives outline the key areas of focus in the lesson.
What types of communication are important with guest services?
- Phone
- Dealing with complaints
- Interdepartmental communications
These are essential for effective guest service and problem resolution.
What is included in guest communications?
- Log book
- Information directory
- Reader board
- Group resume book
- Package handling
- Telephone services
- Interdepartmental communications
Various tools and resources used for effective communication with guests.
What should be addressed in a maintenance request?
- Immediate and existing problems
- Special requests (VIP)
- Housekeeping requests
Maintenance requests help ensure guest satisfaction and operational efficiency.
What equipment and supplies might be included in special requests?
- Roll away beds and cribs
- Additional linens
- Irons and ironing boards
- Adapters/converters
- Audio visual equipment
- Special equipment for hearing and visually impaired
Special requests cater to specific guest needs.
Fill in the blank: Nonverbal communication includes movements, gestures, body positions, vocal qualities, and a variety of _______ signals sent by people.
[unspoken]
What are examples of body language?
- Eye contact
- Posture
- Facial expressions
- Nodding of head
- Gestures
Body language conveys feelings and attitudes without words.
What are some vocal cues in communication?
- Pitch
- Volume
- Rate of speech
- Voice quality
- Articulation
- Pauses
- Silence
Vocal cues can significantly impact how messages are received.
What are the different spatial cues in communication?
- Intimate distance: 0-18 inches
- Personal distance: 18 inches - 4 feet
- Social/work distance: 4 - 12 feet
- Public distance: 12 feet or more
Understanding spatial cues helps in managing comfort levels during interactions.
What are some environmental cues that can affect customer satisfaction?
- Clutter
- Cleanliness
- Offensive items
The environment plays a crucial role in the overall guest experience.
True or False: 95% of consumers will complain when they experience a problem.
False
Only a small percentage of consumers actually voice their complaints.
What are key factors customers want in service?
- Personal recognition
- Courtesy
- Timely service
- Professionalism
- Enthusiastic service
- Empathy
- Patience
Meeting these factors can enhance customer loyalty.
What types of complaints deserve attention?
- Mechanical
- Attitudinal
- Service-related
- Unusual
All complaints should be addressed to improve service and guest satisfaction.
What strategies can be used for handling difficult customers?
- Listen
- Isolate guest
- Stay calm
- Preserve guest’s self-esteem
- Give undivided attention
- Take notes
- Set a timeline for action
- Monitor progress
- Follow up
Effective handling can turn a negative experience into a positive one.
Fill in the blank: Customers may not complain because they believe their complaint won’t be taken _______.
[seriously]
What are the consequences of not addressing customer complaints?
- Lost business
- Negative word of mouth
- Inability to improve products, services, or employees
Neglecting complaints can have long-term detrimental effects on a business.
What are some prevention strategies for customer service?
- Think like a customer
- Pamper customers
- Respect customers
- Focus on customers
- Exceed expectations
Proactive strategies can enhance customer satisfaction and loyalty.
What is the purpose of a log book?
[To record important communications and events]
What is a master account?
[An account that consolidates charges for multiple guests or services]
