Posted at 11.01.2018
Tourists. They travel for sightseeing, entertainment, visiting and non-business activities. They would like to learn about the customs, the annals and the terminology of every place they visit. They usually travel in communities. We have to provide them with any information that may need about the region, the transportation, any nearby events that might take devote the surround area etc. also to make them feel at home. They want for recreational facilities, food and drink services and interior design. That kind of guests are usually very price sensitive.
Families. They usually travel on weekends plus they want a brief break using their everyday routine. They are simply buying a quiet location to relax and enjoy their time. They want for recreational facilities, food and drink services and the hotel should offer baby-sitting facilities, special dishes for kids and an animation team.
The elderly. They can't take care of themselves as the years pass, so they are simply looking for a hotel with nice and friendly environment. We have to be kind and patient with them and look after them without providing them with the impression that people behave with them like children.
Business travelers. They are almost the main travel market for most city hotels and this is why the hotels who target this market have designed specific products and services to pay their needs like a quiet environment. Most of business travelers do not like to stay in hotels because after a difficult day they prefer in which to stay a quiet place to rest and to relax rather than a noisy room in a hotel. One more thing that they be concerned about is their emails and exactly how well the hotel can handle this. We must offer them facilities such as: reaching space, computer services, access to the internet 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 suitable and profitable market and is an important segment because of its steady level of demand at high room rates.
Delegates. Interacting with and conventions usually entice hundreds of people and this is the reason why we have to convince the assembly planner to choose our hotel. They are looking for fast service and they don't like in which to stay queues. Get together and conventions have to do with people who attending seminars, trade association shows etc. The distance of stay for meetings ranges from 3 to 5 5 days. We have to provide them a discussion center for the meetings, computers services, access to the internet and when we have a sizable group some discount rates are necessary because in this manner we can draw in them to go to again our hotel as leisure travelers. We've also to provide them in house banquet and cocktail receptions.
Describe the value of welcoming a guest and the techniques that should be used.
Always the first impression performs the most important role when a guest arrives at the hotel and influences the rest of his stay. The receptionists should be warm and friendly when they looking at in the guests to make sure they are feel safe like at home. A good greeting can make a guest feel better. A well-spoken receptionist by giving a giggle of welcome from a captivating succeeds to make a warm and friendly atmosphere also should be in a position to recognise the guest's personality and adapt to be able to gratify the guest's prospects. Some techniques that needs to be used are: keep eyesight contact and smile, be clear in your speech and use a pleasant tone of voice, avoid speaking too fast or too sluggish, use the guest's labels, always be polite and kind, always start and end with a good note, continually be: friendly, interested, helpful, never mechanised, never different rather than impatient. You can find a big opportunity that when a visitor leaves from the hotel with a good impression he'll come back and he will be considered a good advertiser for our hotel.
Describe the visitor subscription process and make clear its importance.
We have to follow several steps for the sign up process. The guest registration process commences with the pre-registration activities which accelerate the enrollment process, friends can verify personal data and the time of the check-in the guests have and then sign the sign up form. If the guests occur we greeting and welcoming them and directly after we create the registration record and check the guest's identification name, the long term address and the telephone number, the time of appearance and the departure, number of registered persons, method of payment, passport and signature. Following this process we assign the room rate and we build the technique of repayment. We continue by issuing the area key and ask the guests for just about any special demands. When all these end we escort the visitor to his/her room.
The guest sign up is important because by doing this form tell us who stays in our hotel, especially during within an emergency situation. With visitor enrollment we can also learn if the visitor is a repeater, if he has already visited another hotel of our own company. Also with this form we can find 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.
Explain what visitor history data are and why hotels keep them.
Guest history documents are files where the management records important info of all his regular guests and show any special demands and expectations a guest have if the visitor has stay once at the hotel. Hotels use to keep visitor history documents because these files help the management to increase the guest service and to remind personal data of its repeater friends. These files contains details of bank cards, the time of the first stay, just how many times a visitor has stay at the hotel and just how many times, how much the visitor spent in different departments, how much he has spent on each stay and the area types that he prefers to remain. Also these data track record any special needs (papers) and personal preferences that guests may have.
Explain up-selling and the techniques that can be used
Up-selling is the use of specific words and phrases that will lead the visitor to buy something he'd not otherwise have obtained. We can flourish in up-selling if we think that is a means of supporting out the guest by offering him a satisfying method for cover his needs. Some techniques that people can use when we selling an area are:
Qualify the lead. Requesting questions and make an effort to understand just what your prospective guest wants, keep an eye contact and let him discuss without interrupt him. Built a romance and make your visitor feel comfortable. Using this method you create an agreeable atmosphere and gives you the advantage for a better sale. Make a display of your property. Provide brochures and prospects for what you offer and convince your visitor that you know what you sale. You have to know your product inside and away and to know your market area as well as your competitor's rates. Close the sales by requesting the sale. Avoid being in dash for giving any discount rates that probably your visitor will ask, just focus on value. Follow up the sales visit by sending questionnaires. That is a good way to determine if your guest left satisfied from your hotel and gives an indication that guest might give back in the foreseeable future and also bring and other friends with him. A satisfied visitor is an advertisement for our hotel.