It is important that when hospitality outlets offer customers products and services they must:
Offer exactly the same products and services to each customer to ensure a consistent approach.
Tailor the service to meet the individual needs of the customer to ensure the customer feels valued.
Ensure that only VIPs receive a variation on the type of products and service that the outlet offers.
Which of the following is an older guest most likely to require?
A recreation/games room so they can unwind.
Evening entertainment to keep them occupied.
Spacious bedrooms/bathrooms with specialised equipment installed such as grab rails in bathroom to avoid accidents.
When communicating with a non-English speaking guest, it is important to:
Speak slowly and clearly to allow guests to try and understand key words and phrases.
Use common phrases from the local area to make the guest feel included.
Write everything down so the guest can refer back to it.
If a guest has mobility issues it is important that the hotel:
Has adapted bedrooms including special levels for wash hand basin, toilet, sockets and light switches.
Assume that the guest will need a member of staff to help the customer move around the outlet.
Have all aspects of their visit organised e.g. what time they should eat at etc.
A VIP guest will expect:
That all of their requests should be met.
Complimentary items will be placed in their room.
Hotel staff should forget about other customers and ensure that their needs are met.
Corporate customers should:
Be allocated a room on the ground floor so they can exit promptly the next morning.
Have a member of staff collect their laundry and have it cleaned for the next morning.
Have access to a quiet business lounge so they can work in privacy.
A group is a number of guests that may be booked in together with a shared interest. Identify the most common need of any group:
Express check-in and check-out.
They are all allocated exactly the same type of room.
All members of the group will be offered identical menus.
Customers will have different cultures and beliefs. To cater for their needs, the outlet should:
Arrange for a religious clergy to visit the outlet and meet with the customers.
Have an awareness of the various customs and beliefs.
Have different private/quiet rooms for each faith.
The outlet should make all members of a family feel welcome. To achieve this, they should:
Make sure that the mother and father of the family are having a good time by offering a babysitting service.
Offer products and services that keep the children entertained such as a games room or kids club.
Ensure that all members of the family needs are being met by offering a variety of products and services.
A tourist is an individual who is visiting or travelling for pleasure. An outlet can help them enjoy their experience by:
Insisting that they purchase tickets for tourist attractions.
Ensuring the concierge provides detailed information of every single local tourist attractions regardless of how many are in the area.
Offering a range of hotel packages, so they can select the package that best suits their needs.