Saturday, 4 November 2017

TELEPHONE HANDLING

Telephone Handling

How May I assist You ?
The Telephone is meant for bringing two people together not separating them.


To an outsider one represent his hotel while answering over a phone , the impression which is created for the organisation by handling guest telephone may either project a good or bad image . So one should be extra careful while handling guest telephone calls.

Inside a hotel , we all perform our jobs & carry out our own responsibilities. But when any one by chance picks up a guest call, may be he is not related to the caller`s servicing area still the receiver has the obligation to help the guest in the correct way. 
The guest is not interested who you are & what is your area of work.

Never say HELLO when answering a guest phone call. Instead repeat the sentence of your choice twice as may be it takes some time for your voice transmission up to the caller.
When any caller asks , Is it Hotel XYZ ? Than the correct answer to this is , " That`s right , Sir. How may I help you ?

In a busy hotel, telephone always seems ringing. There also is a separate department handling guest incoming & outgoing calls. The telephone operator first picks up the phone & transfer the same to the appropriate department.

But at the front desk many a times phone calls are kept in waiting / holding mode, one should never put on hold of any guest call for more than 30 seconds & also maximum one call can be put on hold at any point of time. 


One must use the line , Sorry to keep you holding , Sir & Thanks for your waiting, Sir. 

Remember to switch on music while keeping guest call on hold.
Whenever guest`s name is to be pronounced over phone , never do it with his first name, always ask, May I have your last name, Sir ? Thereafter communicate the lines adding Mr. or Ms. as the case may be.

WRONG                    RIGHT
One Second, Just a Minute.                   Kindly hold on Sir.
Yeah ....                                                          That`s right Sir.
Sure..OK..Fine..                                          Certainly Sir. Very well Sir. Right away                                                                                   Sir.
What ?                                                             I beg your pardon Sir.
Who ?                                                              Kindly repeat your name Sir.
Hello...                                                            May I help you Sir.
Please call . So and So number              Let me check for you Sir. I will be sending                                                                             it Sir.
Your good name please                            May I have your name Sir.


KEEP YOUR CALM & KEEP YOUR CHARM, NEVER SPEAK LOUDLY OVER PHONE.

AT THE END OF THE CONVERSATIONS NEVER DISCONNECT FIRST.



Sunday, 17 September 2017

ONLINE HOTEL BUSINESS

ONLINE HOTEL BUSINESS

Today`s hotel business is very much influenced by Online Travel Agents (OTA), these travel agents mostly work from their back office , creating various attractive tariff discounted offers & showing dual images & there by making dual price effect on customer`s mind.
These OTA revolve round like Moon revolving around the earth.
Every owner of the hotel wants more & more business for his property. Each market manager of OTA wants more & more booking deals for his company. 

HOTEL INDUSTRY MORE GLAMOROUS:
There are two industries having glamour driven forces which inspire any youth in deciding his career.

No.1 is Film Industry & than Hospitality, the career in hospitality sector has never ending path leading oneself to perfection & knowledge, self grooming & personal development.

Most professional make diversion between crossroad finding themselves in restaurant business or travel business. Both have high income statistics & margin.

Digitization is like civilization, as time passes by we tend to develop a nature of our inclination towards acceptance of a more scientific culture. Uses of internet is now a days like common as having a radio or TV set in older times. 

DESTINATION & HOTEL SERVICES : 
Any one wanting to go a place of his choice for holidaying or on a vacation trip, now only check online the best available options offering cheaper tariff hotels of that destination. 

Browsing several OTA sites, thereafter email marketing from such very good OTAs which sending details of your clicking history & lots more.
 
GUEST CHOICE :
Choice of hotel room booking is being always reserved with guest, than what will be roll of hotelier & OTA owner.
HOTELIER :
It is like recalling the data, hotelier made an agreement with OTA than the business flourished. The wisest is one who made continuous effort in making fulfillment of detail requirement by OTA in content, inventory,images,reviews & rates updating which must not oppose with hotel website. 

OTA :
The best talented professional team operating & updating the website sometimes entangled with complexity of choice in room booking. Market manager`s task not only be limited with the rate & content fulfillment only,  making various timely offer . The most challenging task is educating hotel staff by making a cooperative effort in maximizing
online business.