Dealing with non-standard requests from hotel guests. Actions of the administrator in non-standard situations when a guest checks out. "absolute Wi-Fi coverage both in the lobby and in the rooms, plus cars and yachts"
Almost every hotel, whether it is a chain or not, strives to position itself as unique. This word, by the way, can often be found in press releases and booklets: location, concept, architecture and design are called unique. Some focus on content rather than form and claim amazing services.
The list of unusual services of foreign hotels includes peace protection by “sleep concierges”, aromatization of rooms taking into account the guest’s preferences, bedtime reading of fairy tales, warming of beds by employees dressed in special thermal suits. In hotels you can find an acrobat soaring up in the hotel atrium to get a bottle of wine for a guest, a “fairy” decorating a room with flowers and serving drinks and chocolate, employees whose job responsibilities include scattering pigeons from the square, and shepherds driving to the hotel fountain a flock of ducks. Some places even offer polishing and cleaning of coins.
“As a rule, a diverse range of unusual services are offered either by small hotels seeking to emphasize their individuality and to some extent compensate for the absence of a well-known brand, or resort hotels premium class - to create a unique atmosphere. This segment accounts for no more than 5%; such formats are most common in Europe,” notes Maria Vasilenko, Marketing Director of AZIMUT Hotels.
Such touching manifestations of care cannot be found in Russian hotels. “Sleep concierges and aromatherapy are relevant in developed hotel markets, where everything is already available and you need to look for ways to surprise guests. In our situation, guests are surprised by the quality service and delicious food,” explains Stanislav Ivashkevich, Deputy Director for Development of the Hospitality Industry direction at CBRE.
If you divide the guest stream into several segments, you get three groups. The first is business tourists, the largest segment. They are exactly those guests who are very surprised by the quality service. The second group is travelers. Is not most of users hotel services, in terms of requirements no different from business tourists. And finally, rich tourists. They are looking for adventure: they find haunted hotels, demand pillow menus, exotic champagne for breakfast and silk linen. All groups of tourists are represented in our country, but the last group that is solvent most often finds itself abroad.
For your money
However, in our country there are hotels that can make a special offer. “Such hotels appeared in Russia relatively recently, and so far they do not offer such a wide range of services as foreign ones. Nowadays in Russian hotels you can find a pillow menu, a personal concierge and a personal chef. Running such services is quite expensive for a hotelier, so the cost of living in such hotels is comparable to the prices for rooms in luxury hotels,” says Maria Vasilenko.
“Russian chains, like international ones, strive to stand out in the market and offer guests a high level of service. This is due to the fact that competition is growing, and so are the demands of guests, and the need for new formats arises. To attract customers, hotels resort to non-standard offers and services,” says Kirill Irtyuga, General Director of RosinvestHotel Management Company and hotel chain Voyage Hotels & Resorts. As examples, he cites the possibility of using a pedicab to explore the city's attractions (free when staying at a hotel) or compiling a library of favorite films to watch in your room. According to the expert, individual services (preparing oxygen cocktails, special menus, personal concierge during your vacation) can be successfully organized in small hotels (from 10 to 30 rooms).
Clients of the small Moscow hotel "Globus" are provided with legal and legal "first aid". If a client finds himself in any unusual situation within Moscow, he can call the hotel and call a qualified human rights lawyer. However, the hotel management did not comment on the demand for the service.
Some services that were once unique are gradually becoming standard. Thus, the “pillow menu” is quite common today. You can choose from orthopedic, down, feather pillows, as well as those designed to relax your legs and neck. The Moscow business hotel Aerostar offers 10 types, Swissotel – 7 (you can buy the one you like), Holiday Inn– 5, they all differ in filler and softness. "Amax Congress-Hotel" in Rostov-on-Don, in addition to the traditional pillow with goose down, offers bamboo, eucalyptus, with cedar shavings and filled with natural herbs. In the capital's Bega Hotel, the choice of pillows is not so extensive (there are orthopedic and hypoallergenic), but the services of a florist are offered, who, in accordance with the wishes of the guest, can decorate the room with flower arrangements. However, this is also a completely typical hotel offer.
What Russian hotels do well is recreation programs for wealthy guests. For example, Baltschug Kempinski Moscow offers a weekend with the self-explanatory name “Weekend for a Million”. It all starts with meeting guests at the airport and a ride in a BMW 7 Series limousine (a personal driver and car will be available around the clock). Upon arrival - French champagne. Then the guests will go to Grand Theatre where they will be waiting best places to the selected performance, followed by shopping in the capital's boutiques with the participation of an assistant. The program will continue with golf. After which, having regained their strength in the health club, guests can create their own menu together with the chef of the Baltschug Grill restaurant and watch the preparation of selected delicacies on the open kitchen. The wine collection will be presented by a charming chef sommelier. First class tickets to anywhere in the world and a Gourmet Club card will also be provided to guests. For guests who don’t have a million, the hotel offers “yoga with a view of the Kremlin,” which is included in the price.
Radisson Royal Hotel Moscow(“Ukraine”) offers dinner in a restaurant “for two”, which is located at the very top of the high-rise building. In addition, from the hotel pier on the Moskva River embankment you can take entertaining trips on ultra-modern Radisson Royal river yachts and restaurants. On May 1, 2012, the hotel flotilla opened a new pier with a ticket sales office in the Park of Culture and Leisure named after. Gorky.
“This format of hospitality has already formed its own circle of fans, as a rule, these are rich people who are true to their habits,” comments Maria Vasilenko. - However, in major cities", like Moscow, where people mainly travel on business, it is advisable to offer services aimed specifically at business guests, paying special attention to the technical equipment of the room and personal service." Thus, the Azimut Moscow Tulskaya Hotel, opening in June this year, will have several new functional solutions: transformable beds for convenient work with a laptop, phones with charger and music player functions, and Rainshower massage showers.
Call of blood
Guests who love nature can enjoy interesting impressions, leaving Moscow. Outside of it, many hotels play with the Russian theme. According to Kirill Irtyuga, the idea of hotel complexes stylized as inns, with attributes of past times, baths, stables, traditional cuisine and related entertainment, is a success within the Golden Ring.
Many modern hotels offer a break from the “concrete jungle”. Guests can enjoy horse riding, karting and ATV tracks, hunting and fishing. In addition, hotels are ready to organize individual programs related to extreme tourism. For example, the Eternal Call hotel (Sochi) offers a survival program in forests and on desert island, rally, as well as all kinds of sports - on land, in the air, on and under water. You can rent military and civilian vehicles at the training grounds - airplanes, including supersonic ones, helicopters, tanks, all-terrain vehicles and snow scooters. And the hotel complex of the Drakino sports and entertainment park organizes aerobatics flights on sports planes, excursion flights on tourist class planes, helicopters and gliders, as well as parachute jumps.
As Kirill Irtyuga notes, domestic tourism is just beginning to develop. Due to the growing interest of tourists in their country, it makes sense to rely on local peculiarities and flavor: Russian baths, outdoor walks, celebrations are in demand national holidays, local alcohol and food.
Always a new rake
It is not necessary to include unusual services in the general list. If necessary, the concierges of “five-star” hotels will be able to surprise the most demanding guest. For example, Rezidor recalls a “feat of logistics”: while watching an evening football match, one guest wanted several bottles of German beer of a certain brand. For record a short time The purchase of the foamy drink was organized in Germany itself and its delivery by plane to Moscow.
Since concierges and butlers usually handle unusual requests expertly, we spoke with Alena Lyashenko, deputy manager of the butler service at Marriott Moscow Royal Aurora, about the peculiarities of this department. Alena has been working at the hotel since 2002, and currently has 19 butlers under her command. “What attracts me to my work is variety; there is no routine here. Even when you step on some rake, it’s always new,” she says.
HM: Alena, why are non-standard services rare in Russian hotels?
A.L.: Moscow five-star hotels are mainly focused on business, and not on providing luxury services. Businessmen, as a rule, need standard and high-level services.
HM: Is it generally necessary to surprise a guest with services “not like everyone else” or is good enough service enough?
A.L.: Surprising guests with services is necessary so that guests remember it and return to the hotel again. Service must always be at a high level - this is the basis of the hotel business, especially hotels with well-known brands. It is taken for granted by guests.
When it comes to services, guests appreciate the so-called “discreet service”. What may not be their expectation is pleasantly surprised when they receive it. Guests also appreciate an individual approach when the staff knows not only the guest’s name, but also his habits, which are taken into account without any reminder from him.
The Marriott Moscow Royal Aurora has a dedicated butler service that has been in place since the hotel opened. Their job is precisely to individualize the attitude towards the guest as much as possible. Butlers notice what guests like - what juices to serve in the morning, what time to serve breakfast, what pillows are preferable, how to hang things in the closet or arrange them toiletries In bathroom. All these little details are in the guest profile. You only have to ask him for something once, and they try to do it in the future. Recently, butlers began to provide room service, that is, delivery of food to the room. This is again done so that guests can receive qualified advice, learn about restaurants, menus and special offers.
HM: Is the “personal butler” service only available to VIPs?
A.L.: At the Marriott Moscow Royal Aurora hotel, butlers serve all rooms. Both Russian and foreign guests use their services. Upon request, each guest can be met upon arrival and shown to their room. The butler solves a wide variety of issues every day - from delivering food to the room, feeding and walking pets to excursion and translation services. Most often, of course, they solve everyday issues - this could include packing and unpacking a suitcase, sending shoes for cleaning, delivering a newspaper to the room, etc.
HM: What are the requirements for an employee holding this position?
A.L.: The average age of a butler is 22–25 years. This is a boy or girl with higher education and good knowledge in English. A candidate for the position must be sociable, open-minded, and have a fairly broad outlook. An important indicator for me is how quickly the applicant keeps up with me when I show the hotel and talk about the duties of a butler. I am used to walking quickly, and if a person follows me at my pace, then for me this is a sign that the person is interested, active and has a desire to work.
HM: What unusual services were provided to guests?
A.L.: In his work, the butler has to solve many issues, often extraordinary. The hotel allows you to keep pets, and sometimes the butler has to not only feed them and walk them, but also “keep company” so that the animal does not get bored.
One of the hotel's services is the organization of wedding banquets, after which the newlyweds stay overnight at the hotel. The butlers decorate the room at their request, and this requires a creative approach.
There is a direct relationship between the level of guest requests and the level of professionalism of the butler. The more complex the request, the more effort and knowledge is required to fulfill it, and in this regard we always have something to strive for.
For luxury hotels that try to move as far away from the mainstream as possible, every guest is special and unique. Here again the example of The Pierre comes to mind. From the very threshold of this ultra-luxury hotel, every guest becomes the object of personal care from all its employees - be it a doorman, a concierge, a bellhop... or even the general manager.
There are brands that take personalized service to a more, shall we say, intimate level. Oberoi provides members of its Belveder Club with writing paper emblazoned with their personal initials, and the Montage Beverly Hills Hotel embroiders those same initials on special pillows for its American guests, just like Indian luxury chain ITC.
For many of our hotelier experts, such as Sandeep Walia, Vice President of Ritz Carlton's Bvlgari and Edition Hotels brands in Europe, and Timur Senterk, Vice President of Operations at Langham Hospitality Group in Hong Kong, personalized service is a key factor in defining luxury.
Julia Gajcak, vice president of marketing and communications at Six Senses Hotels Resorts Spas, says she feels exclusive when "check-in and check-out happens in the room." And famous Indian food and travel blogger Anuti Vishal adds: “You can call me a spoiled person, but I like it when I have personal service!”
A carefully maintained and constantly updated history of a guest's visits is the most important tool in the arsenal of any luxury hotel. It is she who helps to best satisfy the needs of VIP clients and maintains their loyalty to the delirium.
Your favorite tea and DVDs with movies that you usually watch. Fruits in a basket on the coffee table and flowers that decorate your temporary shelter. Your favorite valet, who should be relieved of all other duties only to serve you, your personal yoga teacher, your special brand of sparkling water in the limousine and minibar. Your food allergy, after all... And so on and so forth.
Absolutely everything is recorded in the guest’s history, which in one way or another helps the hotel staff make you a privileged guest and make your visit unforgettable.
However, it is necessary that all minor details and irrelevant entries are removed from it - this is the only way the staff can focus on what is really important to the client. This, by the way, not only guarantees the subsequent loyalty of guests, but also prevents the transformation of their wishes into whims, and also minimizes inequality between client categories.
Andreas Augustin, President of The Most Famous Hotels in the World, adds that “the most advantageous scheme in this situation is group guest posts with individual tags.” Walia agrees with him, emphasizing that “absolutely all guests in all hotels of the chain should be offered a basic set of services at the level provided for by the general standards of the brand.”
Service personalization should always be based on the best methods and practices that service standards can offer. Only in this way can we guarantee that the service will be fast and meet all the needs of the guest at the moment.
Sandip Walia states that “a hotel that cares about its reputation will always accommodate the customer. Unusual guest requests, such as asking for a room close to the elevator or with a special view, can wreak havoc on routine business planning. However, guests must remain satisfied - and must be ready for almost anything to keep it that way.”
Gotham Anand, Vice President, Operations Planning, Hotels Division, ITC Limited, says that
The two most common services that provide the best personalization are, firstly, “flexible check-out times” - most international flights do not depart and arrive at noon, so guests are always grateful for the opportunity to stay longer in their room. And secondly, a really effective travel registration desk - in case the traveler decides to go somewhere nearby or if his plans suddenly change for some reason.
4. Innovation and technology
In today's "networked" world, hotel luxury standards include, among other things, the highest level of technical equipment.
Clients need to be constantly in touch, and therefore Internet access must, of course, be free, and in addition, wireless, fast, without any restrictions, much less freezes.
And almost all of our experts agree with Varun Sharma, producer and host of Inside Luxury Travel, who advocates “free internet.” Mary Gostelow, owner of Gostelow Report and girlahead.com,
Anuti Vishel, along with Susan Kurosawa, travel editor of The Australian, and Nigel Balding, publisher of The World's Best Hotels guide, believe that "the ability to have free, instant access to the web" is one of the main needs of hotel guests.
And Andreas Augustin draws the final line, declaring that “every hotel simply must have free, always working and super-fast Internet. And no talk about payment!”
"Free broadband Internet access via Wi-Fi (with a minimum speed of 500 Kbps) should be available everywhere. And although some luxury hotels still cling to Internet fees as part of their profits, this service is increasingly considered by guests as one of the the most basic ones, like lighting in the room or water in the shower,” says Gotham Anand.
Paolo Sagina, General Director Grand Hotel Terme & Spa makes it a point to offer its hotel guests "high-speed Wi-Fi and an iPod docking station." And according to Sandeep Walia, it is technology today that determines how well a brand meets the luxury requirements placed on it, and first of all: “ahead of its time electronic communications, Wi-Fi speed and innovation in room equipment.”
Emit Oberoi, manager of the Shangri-La Hotel in Manila, is proud of the fact that his hotels offer
"absolute Wi-Fi coverage both in the lobby and in the rooms, plus cars and yachts."
"I think what guests need most is comfort. Of course, what that means can vary depending on the purpose of the trip. But for hotel business customers, and increasingly for leisure travelers too, one of the the main components of comfort - quick and reliable access to wireless internet"says Daniel Craig, a leading global hospitality and tourism consultant.
For Donnelly-Theroux, general director PR consulting agency Sheila Donnelly & Associates, "iPod docking stations and technical gadgets in the room service menu are a very nice feature in the overall image of the hotel."
“Helping travelers in everything related to their trip is undoubtedly also very important. There are a wide variety of Internet resources and mobile applications that make it possible to plan a trip without outside participation. However, when you consider how many sites you need to look through even for just one the most difficult trip - and with all the reviews and reviews posted on them - it is clear that independent planning can take a lot of effort and time.
Luxury hotels should help their potential guests avoid being immersed in this information noise so that they can easily find, say, best restaurants and entertainment. The best way to do this is to combine a number of do-it-yourself resources (websites, mobile apps and in-room services) with the services of a knowledgeable and well-connected concierge,” adds Craig.
Former head of the British Barratt Group David Pretty says: “Tastes can change over time, and when people talk about luxury today, although people continue to imply that it includes criteria such as comfort and quality, luxury is increasingly understood as including non-standard design, as well as advanced technologies."
"Connecting to Wi-Fi should be as easy as possible. Ideally, a person should just open a browser and click "OK." And since most people use mobile devices to access the Internet today, the login screen should be tailored to phones and tablets.
And naturally, technologies for automatic device recognition are needed so that the user does not have to enter a login and password every time,” advises experienced hotelier Gotham Anand.
5. Food as pleasure
Food is one of the determining factors for the success of a hotel, whether it is a reasonable and simple choice of dishes for business travelers or, conversely, a gourmet meal for those who come to spend their leisure time in idleness and comfort. In turn, the restaurants themselves (including room service), often winning every award imaginable, give hotels the opportunity to demonstrate to their guests what heights true culinary art can achieve. And it’s no secret that travelers come to some places solely to enjoy haute cuisine.
Surprise and admiration - these are the feelings that clients should experience in a hotel restaurant that claims to be truly luxurious. An awe-inspiring menu, a mesmerizing wine list, carefully selected ingredients, fantastic culinary concepts... All this remains forever in the memory of the guest, forcing him to recognize that this restaurant is the best in the world when it comes to the quality and choice of dishes.
As hotelier Paolo Sagina says, “a luxury hotel is first and foremost a luxurious kitchen.”
Mary Gostelow, who crossed, perhaps, the entire Earth, stopping at the most famous hotels, argues that the main thing in food is attention to quality. “A self-respecting restaurant will follow its standards from A to Z,” she says. “Freshly squeezed orange juice, freshly brewed strong and aromatic coffee, whole grain bread straight from the bakery... These are the expectations of the guest, and they must be met in full and fully".
Nigel Balding believes that
“In a good restaurant, even the only visitor should feel comfortable.”
Andreas Augustine and Susan Kurosawa point out that another sign of a luxury hotel is quality room service. At the same time, Augustine adds that for a guest who just wants to satisfy his hunger, this delivery should be super-fast, and the food should be simple and satisfying. Kurosawa says that “lunch in the room must include not only the standard sandwich and soup of the day; the delivery menu must also include vegetarian and lactose-free dishes.”
“A good hotel makes no difference in quality between restaurant food and room service. This also applies to the timing of service and the optimal temperature of the food,” supports Oberoi, speaking on behalf of one of the most luxurious hotel chains.
According to Julia Gajcak, "When it comes to food, the winning formula for a luxury hotel is: a variety of ethnic cuisine options - from Indian and Japanese to French and Italian; fast service for guests in a hurry; an excellent selection of wines from all over the world By reasonable prices and, of course, a vegetarian menu."
"This summer I was on holiday luxury resort in the Maldives,” says Rajeev Kohli, Chief Executive Officer, Creative Travel Pvt. Ltd. - and saw the employee walking to the pool every day with a tray full of chopsticks fruit ice. It was very cute and funny, but nevertheless simple and effective." In his opinion, it is this subtle and unobtrusive attention to detail and detail that sets a true leader apart from the crowd of hotels.
“A luxury hotel should not only have a wide variety of dining options, but also offer 24-hour service, a carefully thought-out menu to suit every taste and continuous room service. In addition, true gourmets always expect an exclusive selection at the restaurant cheeses and sweets, and wine cellar hotel will have the most exquisite and rare varieties,” sums up Gotham Anand.
To be continued in the next article.
Previous material:Hotel FAQ. What do guests need in a luxury hotel? Ten things to remember. Elegance, exclusivity, extraordinary.
« It is common knowledge that without proper training, employees cannot operate effectively. Responsibility for training falls largely on the shoulders of managers, regardless of whether the company has a training center or not,” believes Inessa Ermishina, supervisor training center chain "Coffeemania".
The immediate supervisor, the line manager, has the greatest influence on the daily development of each employee. The reason for this is accessibility. Learning can occur progressively, theory is immediately supported by practice. Progressive companies develop staff training and mentoring skills among their managers.
THE ART OF HOSPITALITY
“The law of the harvest: what you sow is what you reap. The same is true for customer service... Plant the seeds of friendly, courteous and prompt service and reap a rich harvest of respect, loyalty and success.”
John Schole, President, Service Quality Institute
Undoubtedly, quality of service is one of the most important factors success in the restaurant business. As a result of the research, it was revealed that most of the expectations of guests are aimed directly at the behavior of employees: reliability, competence, courtesy, communication skills. It is not enough to simply say, “We must serve our guests well.” It is necessary to do this. AND we're talking about not about a fashionable slogan, but about how the company’s work is organized.
Obviously, each employee must have specific knowledge, skills and exhibit behaviors that guests will notice and appreciate. Maintenance is a complex and multifaceted process. The ability to serve others is not an innate trait; service professionals are not born, they are made.
WE'RE READY TO WIN
What needs to be done to make guests happy? In modern business there is an answer to this question - quality management. Service quality management involves creating standards of behavior and implementation of work procedures for various categories of employees, organizing a personnel training system, clearly setting tasks, monitoring and evaluating work results based on the stated standards. To use a football metaphor, a coach's job is to put players on the field who are ready to win. That is, it is important to create an extremely clear and convincing system for each employee. Then people do their work efficiently and with enthusiasm.
Task No. 1
The front desk received a complaint. When checking into the room, guest Nikolai Alekseevich Filippov discovers that there are no towels in the bathroom. Provide a written response to the complaint.
Task No. 2
Develop and issue service instructions for registration and accommodation service employees on actions in non-standard situations -
When checking out, the guest forgot documents and a large amount of money in the room. The maid found the documents and money and contacted the front desk manager.
Standard for task 2
INSTRUCTIONS
Actions of the Administrator in non-standard situations when a guest checks out
1. When a guest checks out, check that the guest has returned the room key
2. After the guest checks out, it is necessary to send a maid to this room as soon as possible to check for forgotten things or valuables, as well as damage to the room and its equipment. In case of forgotten things, incl. valuables and money, take measures to immediately inform the guest or his contact person about the things found and about the methods of transferring these things.
3. If valuables and money are found, you must immediately notify the Senior Manager, and in his absence, draw up a report with the signatures of two hotel/hotel employees (maid and Administrator)
Task No. 1
Guest Nikolai Vasilievich Kozlov appeals to the reception worker with a complaint about the air conditioner not working in the room. Provide a written response to the complaint.
Task No. 2
Develop and issue service instructions for registration and accommodation service employees on actions in non-standard situations - the guest behaves inappropriately - makes noise, pesters other guests, etc. The guest is a citizen of Russia
Standard for task 2
INSTRUCTIONS
Actions of the Administrator in case of inappropriate behavior of guests.
1. In case of violation of the rules of stay of citizens at the hotel, the Administrator is obliged to warn them about the inadmissibility of such behavior.
2. In case of failure to respond to comments, the Administrator must:
C. In case of violation by Russian guests, call the security guard. In the absence of a security guard, inform the Senior Manager.
D. In case of violation by foreign guests: inform them about drawing up an Act on violation of the stay of foreign citizens on the territory of the Russian Federation and submitting it to the appropriate authorities. In the absence of a positive reaction, proceed as indicated in paragraph A.
Sample act
To the Consulate______________ in St. Petersburg
To the Representative Office of the Ministry of Foreign Affairs of the Russian Federation
in St. Petersburg
to the Migration Service of the _________________ district
St. Petersburg
On violation of the stay of foreign citizens on the territory of the Russian Federation, _____________________ drew up an act on violation of the rules of residence in the hotel ___________________ of the following citizens:
The accommodation violations were as follows:__________________________________________
These violations resulted in a number of complaints from guests ______________________________
With this Act, the hotel notifies the Consulate __________________ in St. Petersburg that in the event of a repeated violation, the specified persons will be evicted from the premises until the end of registration with the Migration Service _______________
district of St. Petersburg, about which a separate act will be drawn up.
We also request that the visas for these citizens be cancelled.
Signatures, date
Task No. 1
Guest Evgeniy Ivanovich Krasilnikov appeals to the front desk employee with a complaint: he booked a room with one double bed, but due to an error from the previous shift, only a room with two beds was available. Provide a written response to the complaint.
Task No. 2
Develop and issue service instructions for registration and accommodation service employees on actions in non-standard situations - there has been a power failure in the room.
Standard for task 2
INSTRUCTIONS
The process of serving a guest at a hotel can be represented as follows.
The first employee that guests often encounter at a hotel is the doorman. He greets guests, opens the door of an approaching car, can help with placing luggage on a trolley and is responsible for the safety of guests. Not all hotels have doormen. The doorman position does not generate income for the hotel and is expensive to staff. Therefore only largest hotels can afford to have a doorman service.
When a guest's check-in is completed, a bellman comes to show the guest to their room. The messenger service performs a number of important functions. The bellman explains the location of the hotel departments, details of the hotel's operation, and conducts a final check of the room upon check-in.
Bellboys are an integral part of a large hotel.
Garage service, doormen, hotel security and bell service play a key role in creating a hotel's image. No other hotel staff has as much time spent with the guest as the housekeeping staff. Showing kindness and hospitality towards the guest, professionally trained staff successfully promotes a number of hotel services. The ability to persuade, patience and unobtrusiveness are invaluable skills that hotel staff should have.
The maid service in most cases is the most functionally significant department, since this department is responsible for cleaning the rooms, halls, corridors and interior spaces in which customers are received and served.
Maids and senior maids must quickly and efficiently clean common areas, residential rooms, toilets, bathrooms, so that the guest, upon entering his room after moving and a long tiring journey, immediately feels cared for by the staff and the comfort created.
Methods and methods of cleaning in hotels are constantly being improved and developed, but the main criterion for assessing the work of staff is the impeccable cleanliness of the rooms and the hotel as a whole, the accuracy of the staff themselves when performing cleaning work, the correct and skillful use of cleaning materials and equipment.
An equally important task for the staff of this service is to be able to maneuver the time when performing cleaning work, so that less of this work is performed in the presence of the guest. The less the guest will witness the working environment on the floors, the less often the service staff will “catch his eye” with cleaning materials and equipment, the less the maid, while cleaning the premises, will leave “traces” of her work in the corridors (rags, brushes, buckets), the higher the service culture will be.
Additional services are provided with the aim of creating maximum convenience for guests staying at the hotel and better meeting their requirements. Delivery technology additional services should provide for the rational placement of services in the hotel in order to simplify and reduce to a minimum the procedure for placing orders for services.
Hotel services that are involved in the provision of services must work in close cooperation, which eliminates cases of guests repeatedly asking the same question. If it is impossible to provide services, the reasons must be explained and, if possible, equivalent services must be offered.
One of the most important qualities required for hotel workers, which indicates a high human culture, is politeness, correctness, tact, good manners, and restraint.
The specificity of working in a hotel is that its employees have to constantly communicate with new and unfamiliar people, with a huge variety of guest personalities.
A hotel employee must be able to distract himself from minor troubles, maintain goodwill and friendliness in communicating with people. He must have sufficient willpower not to detect negative sentiments towards a guest or visitor, even if they behave incorrectly.
Positive qualities of employees should be manifested in appearance, the ability to conduct a conversation, answer questions clearly and correctly, the ability to prevent everyday troubles and conflict situations. They also show respect for customs, traditions and national characteristics other peoples.
Swaggering, vulgarity, familiarity, etc. are absolutely unacceptable in the behavior of hotel staff. in relations with residents.
The specifics of the hotel worker profession require a high level of speech culture. This is the ability to conduct a conversation, the ability to express one’s thoughts clearly, concisely, accurately, grammatically correct, without unnecessary words, in a polite form and proper tone.
Staff of all categories of hotels who come into contact with residents must wear uniforms, in some cases including a personal badge indicating their first and last name. Hotel employees are required to strictly adhere to the rules of wearing uniforms when serving customers. Uniforms help a visitor or resident to easily find a hotel representative, ask a question or request for a service, assistance, or provide any assistance.
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