Download A hotel manager's handbook : 189 techniques for achieving by Vincent P. Magnini PDF

By Vincent P. Magnini

This e-book provides suggestions that replicate the gigantic and sundry event of the authors. they've got produced an array of powerful visitor delight concepts from which even the main veteran hoteliers can study and gain. With this useful, easy-to-use e-book, there's no have to sift via pages of narratives that allows you to establish actionable strategies and techniques that may be utilized on the property-level. The publication offers one distinct and actionable purchaser delight process on every one page―a necessary characteristic for busy managers.

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Additional resources for A hotel manager's handbook : 189 techniques for achieving exceptional guest satisfaction

Sample text

With regard to training service skills, the basics of service and company culture need to be covered in a new employee orientation as early in employment as practically possible. This early orientation is needed because research indicates [3] that peer support is a key driver of how welltrained skills stick through time [4]. Therefore, if new associates display poor service skills because they are untrained, other associates who are trained will be less likely to display the skills. Service skills must be reinforced and refined through the use of daily shift huddles.

We already practice this technique  This technique would not be suitable for our operation  We practiced this in the past and need to jumpstart  We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ A Hotel Manager’s Handbook: Technique #26 37 #27 Technique #27 Teach Proper Response to ‘Thank You’ All associates should be trained to reply with ‘thank you’ when a guest says ‘thank you’. Intense competition in the hotel sector mandates that guests feel appreciated for their business.

Does store XX open on Sundays? )  We already practice this technique  This technique would not be suitable for our operation  We practiced this in the past and need to jumpstart  We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ A Hotel Manager’s Handbook: Technique #22 33 #23 Technique #23 Use Foreign Language Greetings When Appropriate In hotel properties with an international clientele, the front desk agents should know greetings in various languages and use them when appropriate.

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