Download A hotel manager's handbook : 189 techniques for achieving by Vincent P. Magnini PDF

By Vincent P. Magnini

This ebook provides strategies that mirror the monstrous and sundry adventure of the authors. they've got produced an array of powerful visitor pride recommendations from which even the main veteran hoteliers can examine and profit. With this functional, easy-to-use publication, there is not any have to sift via pages of narratives with a view to determine actionable strategies and methods that may be utilized on the property-level. The publication offers one specified and actionable patron pride procedure on every one page―a beneficial function for busy managers.

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Additional info for A hotel manager's handbook : 189 techniques for achieving exceptional guest satisfaction

Sample text

We already practice this technique  This technique would not be suitable for our operation  We practiced this in the past and need to jumpstart  We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ 30 A Hotel Manager’s Handbook: Technique #19 #20 Technique #20 Incorporate Encounter Stories in Shift Huddles What guest did you meet today? In every daily shift huddle, one associate should be randomly selected to name a guest s/he met and tell the group something about the guest such as where they are from, their family, etc.

Simply stating that the hotel is full would suffice in the conversation. Overbooking is viewed by many consumers as an unethical and greedy practice. ’ Expressing happiness because of an upcoming separation from guests does not communicate a hospitable culture.  We already practice this technique  This technique would not be suitable for our operation  We practiced this in the past and need to jumpstart  We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ 42 A Hotel Manager’s Handbook: Technique #31 #32 Technique #32 Tell Jokes and Riddles to Children When Appropriate All frontline associates should be instructed to learn at least one children’s riddle that can be told when children move through their areas accompanied by their parents.

We already practice this technique  This technique would not be suitable for our operation  We practiced this in the past and need to jumpstart  We should implement this technique Assigned to: ________________________ Projected Date of Implementation: ___________ 46 A Hotel Manager’s Handbook: Technique #35 #36 Technique #36 Learn the Language of Guest Segments Do you know who your guests are? If you are near a university, medical center, or in a leisure market—bring in “specialists” to talk and train the hotel staff on what to say, ask and explain.

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