All things aside, a hotel is all about a guest staying in comfort and security. Guest loyalty and hotel occupancy are the pivot of the hotel’s business. The Reception handles all queries – via phone, fax or email etc. for any bookings, refunds, special discount stay packages offered by the hotel. It is important for business that the maximum number of queries is translated into actual stays. Tailor-made stay packages for individual guests who frequent the hotel, efficient handling of refunds, quick and convenient reservation request processing, etc. all add up to a hotel’s image and brand value in the market. Minimum paperwork with faster service in reservations and refunds gives the hotel a competitive edge.
- Even though the Reception staff handles all queries relating to stays and facilities at the property a greater efficiency could be brought to the entire process by deputing specific staff members to take care of the process. Of course these employees should work in direct co-ordination with the Reception staff.
- Well-trained employees who have a natural ability to deal with people and who can handle a sales pitch with success should be appointed for this separate section.
More steps in the full edition of the BSC Toolkit for Hotel.