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Guest service As hoteliers, taking care
of the guest is our most important task. In fact, it’s
our reason for being. So the TRC staff centers their efforts
on providing tips to make great guest service easy. From teaching
employees how to say yes to a guest even when the answer is
no — to handling a guest who waits in line behind a
cranky customer — to devising incentive programs that
encourage employees to care about guests. It’s all here.
Check our article archives for great tips for delivering excellent
guest service.
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Gail With this extremely popular column,
TRC gives readers a chance to ask an expert for help with
any problem. Gail answers questions like how to raise morale
in the hotel, how to clean cultured marble, how to conquer
mildew, or how to write job descriptions.
Why
not ask us your question? We’ll get the experts to
answer!
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Purchasing tips What manager has time to
know everything about everything? That’s why TRC devotes
so much effort to providing tips for purchasing typical hotel
supplies. Linen, carpet, amenities, telephone systems, chairs,
and much, much more — the information is here to help
managers make educated buying choices. Check our article archives
for great tips on purchasing hotel necessities.
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Search for Advice
Search our online article database by keyword.
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Complaint handling
Yes, there are good, better and best ways to answer complaints. And there are absolutely terrible ways to respond to guests. TRC has fun with typical guest complaints by showing the contrast between the best answers and answers that will only lead to more trouble. A great way to use this feature is to pose the question to employees without posting the answers. Encourage a discussion, write your own answers, and then compare to TRC's responses. Here's a sample:
Mr. Grump: I want to check out, but there?s a room service charge on here that isn?t mine.
Bad reply: Oh, really, I don?t know how that could have happened. You didn?t order room service last night? Let me call my supervisor.
Not much better reply: Thank you for bringing it to our attention. It will take me a few minutes to research the charges from last night.
Best reply: I?ll take care of that for you right away, Mr. Grump. It will just take a moment to adjust the charge off your bill.
Stump the experts. Send us your toughest complaints and see if we can give a great reply.
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