Register now or log in to join your professional community.
The guest shouted by the bad voice promising problems for guest relation. Prodadly the difference in the time was the reason. What should do guest relation (guest service agent)?
Consequent courtesy call several important points must be introduced to avoid embarrassment and upsetting guest:
1- Knowing the right time to call.
Overall our goal to make the guest satisfied :)
My reply ought to be...Not done delibrately!!!
Accept my Apology!
In cases like this,just be humble,appologize and ask for proper time to make a call
always be courteous when talking to customers. a very apologetic voice is needed to calm the guest down remembering the simple principles of customer care;
1-the customer is king
2- the customer is always right
since the guest is the king he/she has every right to shout however they feel like but we have to remain level headed listen to their concerns and try to calm them down
If this happens to a guest relation offic. Its bad and stupid. We have to have common sense as before giving a call to a guest. Always have the informtion of the guest. Like know the time of calling. We also have to educate our staff on which questions to ask and which not to ask. Training is very important.
Eg: we can't ask a guest, how was your flight after knowing he has taken a 18 to 20 hour flight. For the same reason I say we have to have all the information that could help us please and smoothen the guest stay.
I will do apology for the disturbance and explain to the guest why that call has been made.
Then I will report the indecent to my manager and send an apology card with complementary amenities to the guest room.
courtesy calls are always important but before making a call , please be sure that we are following the procedure of courtsey calls.
Make sure that its the right time to a make call
Start with greeting
Introduction and ask for permission to talk
Full information of the guest
listen to customer feedback/concern, make sure that the customer feels that his concern is properly heared
make proper note of it and resolve at the earliest
Ensure the customer to resolve concern at the soonest
If I understood your question correctly, it seemas the call was doen at a bad time and the Guest Relation Officer should be quick to apologise and try to call at a more convinient time.
The main purpose of the courtesy call is to get feedback from your clients to help improve your service. Hence it should not be forced out of them, make them feel at ease and be courteous. Most guests state their reason for booking at a hotel whether its business or pleasure e.g honeymooners etc. Have your clients details before making the call and make your own assessment whether this would be an appropriate time.
If you do call at a bad time, apologise and kindly ask for a suitable time to call on them.
You can aslo try paying your guest a courteos visit with a few treats (drinks on the house) and ask how they are enjoying their stay or how you can improve their stay. Remember to look sleak, smile and make your guests feel at ease.
As hotel we will have all the information of the guest,like country and local time.
it will be un responsable to bother a guest in time that we can't do it.
So first of allá we have to check and double check all the info of our guest.
in that case now we have to give our best apologies and that has to do with experience
land also do not forget the low "costumers is always right " walk on that path and the solution will be easier
