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Hospitality Management Essentials

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Jugadas 4 %Acierto 95 Tiempo medio 10:22
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Concepts in hospitality

Creada por

Meylina Dwi Hartika
Meylina Dwi Hartika
Indonesia

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Hospitality Management EssentialsVersión en línea

Concepts in hospitality

por Meylina Dwi Hartika
1

wait go know may check inform

Situation :
A guest arrives earlier than the check - in time after a long trip from another city . The receptionist needs to handle the situation politely and professionally so the guest still feels comfortable while waiting for the room to be prepared .
Conversation :
Receptionist : " Good morning , Ma'am . Welcome to Cempaka Hotel . How I help you ? "
Guest : " Good morning . I have a reservation under Merry Puspita . I know I arrived earlier than the check - in time because my flight landed this morning . "
Receptionist : " Certainly , Ma'am . Let me your reservation first . Your room is currently being prepared by our housekeeping team . However , you may in the lobby area or enjoy some complimentary drinks while waiting . We will you immediately when the room is ready . "

2

buy clean sorry make thankful provide

Situation :
A guest calls the housekeeping department because the bathroom is dirty and there are no clean towels in the room . The staff must respond quickly and professionally to maintain guest satisfaction .
Conversation :
Guest : " Hello , this is room 305 . I just checked in , but the bathroom is still dirty and I cannot find any clean towels . "
Housekeeping Staff : " We are very for the inconvenience , Ma ? am . Thank you for informing us about the problem . We will immediately the bathroom , fresh towels to your room , and sure everything is clean and comfortable for your stay . "

3

contact ask thank apologize offer remind

Situation :
A guest complains because the neighboring room is too noisy at night . The hotel staff should listen carefully and offer an appropriate solution to solve the problem professionally .
Conversation :
Guest : " Excuse me , I could not sleep well last night because the guests in the next room were talking very loudly until midnight . "
Hotel Staff : " We sincerely for the inconvenience you experienced , Ma'am . We will immediately the guests in the neighboring room and them to keep their voices down . If the noise continues , we can also a quieter room for your comfort . "

4

apologize recommend confirm check think

Situation :
During dinner service in the hotel restaurant , a guest informs the waiter that she has a seafood allergy . The waiter needs to be careful before serving the food to avoid problems for the guest .
Conversation :
Guest : " Excuse me , does this soup contain seafood ? I have a serious allergy and I need to be careful with the ingredients . "
Waiter : " Thank you for informing us , Ma ? am . For your safety , I will with the chef first , all the ingredients carefully , and another menu that is safer for you if necessary . "

5

ask confirm write Would thank prepare

Situation :
A guest is checking out after staying at the hotel for three days . The receptionist should complete the process politely and make sure all payment details are correct before the guest leaves the hotel .
Conversation :
Receptionist : " Good morning , Ma ? am . I hope you enjoyed your stay with us . you like to check out now ? "
Guest : " Yes , please . I need to go to the airport soon . "
Receptionist : " Certainly , Ma ? am . I will your final bill first , whether you used any additional hotel services such as the minibar or laundry service , and you for choosing Cempaka Hotel for your stay . "

6

checked key hours facilities

A guest arrived at the hotel late at night after a long journey . The receptionist greeted the guest politely and the reservation in the hotel system . After that , the receptionist gave the room and explained the hotel to the guest . Before going to the room , the guest asked about the restaurant opening .

7

clean changed replaced properly

A housekeeping staff member entered an empty guest room to it before the next guest arrived . She the bed sheets , cleaned the bathroom , and the dirty towels with clean ones . Before leaving the room , she also made sure that the air conditioner was working .

8

apologize contacted professional problem

A guest complained because the Wi - Fi connection in the room was very slow . The hotel staff listened carefully and for the inconvenience . Then , the staff the IT department to solve the immediately . The guest felt satisfied because the staff handled the complaint in a manner .

9

welcomed showed check recommended

During dinner service , a waiter the guests and them the restaurant menu . One guest wanted to know which food was suitable for vegetarians . The waiter explained the menu carefully and several vegetarian dishes . After serving the food , the waiter returned to the table to whether everything was satisfactory .

10

service confirmed thanked politely

When checking out , the receptionist asked the guest to wait for a few minutes while the final bill was being prepared . The receptionist also whether the guest used additional services such as laundry or room . After the payment process was completed , the receptionist the guest and wished them a safe trip home .

 
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