What are the major principles of guest Handlings?

 

There is some basic principle you need to know and use while handling any complaints raised by guest:

What are the major principles of guest Handlings?

10 things you must know

 

1.       Mind Setup

Setting up your mind is important keep good faith to help customer.it has been said that customer is always boss OR customer is always right. try to be professional and handle each complaint with professionally  

 

2.       Using polite language

Using polite language is very important for verbal and written complaint then you need to be sure enough that what you are writing. Careful the words make sure that the words will never gave wrong meanings

 3.       Proper listening

If you don’t listen properly you cannot explain properly.so to give the logical replies to the guest complaint listen carefully. let your guest express the feeling first then take your time to explain

4.       Remining calm

You May often find it difficult to remain calm to handle complaints, but you have to be that. Just thin in logical way. Because that your job. But if the guest become so aggressive that security measures need to be taken then don’t hesitate.

 

5.       Showing sympathy

Start with sympathetic words and expression is the most advisable way to handle any complaint. guest will start feeling that you understand his feelings and you are very care about him. Some catchy word and phrases can easily turn the hot & aggressive situation in to the cool and friendly atmosphere .

6.       Apology

Whoever did the mistake apology first. this does not mean that you agree on the complaint make by guest. It means that you feel sorry only for the reason that guest is not satisfied with your service. After apology, you can easily defend yourself.

 

7.       Never blame others

Never blame others or other department In spite of blaming others take responsibility on your shoulder if possible to handle the complaint call the right person to deal with the situation but do not finish your job by just blaming others.

 

8.       No Excuse

Never excuse no guest will to pay to listen at your excuses there are some common excuse like “” today we are short of staffs, we are very busy etc. excusing is not proper approach rather try to explain if you are short of staffs explain it and show possible way to solve it.

 9.       Not try to make your guest wrong

It’s always says that the guest is right. Even if your guest is wrong then do not make him directly wrong. Logically explain why you cannot fulfill his demand. This will represent you are really caring about your guest and your guest will feel comfortable and friendly with you.

10.       Be honest

Be honest within yourself never any promise which you cannot maintain also do take follow up steps Whenever a guest come to you with any complaints then responsibility put on your shoulder. Even you are not engaged with the complaint. But you must take the follow up.

Front Office Staff Rules and Regulations

 

1.  Arrive in time, inspired and Motivated
2. Dress up properly and Maintain high grooming standards.
3. Smile naturally on front of house and back of house
4. Be proactive and motivate each other
5. There is no mine , everything is ours
6. Even is smoking is not good for you, you are only allowed to smoke in the designated staff area. ( as per restaurant policy
7. After smoking please consider our guests and colleagues, wash your hands& take a mouth wash or mint
8. Breaks are important but don't take extensive ones
9. Never ever leave your desk unattended.
10. Always Communicate your position with your team mates.
11. Keep your eyes open, observe and check our environment permanently
12. Report any irregularity
13. Its your responsibility to keep our restaurant clean, Maintained and stylish
14. Every Guest s VIP
15. Never Say I don't know OR and its not my job, always offer an alternative
16. Chewing doesn't look good on you
17. Don't lean on the wall the wall can stand by him self
18. Keep Your Mobile on silent mode and do not speak on mobile in the guest areas
19. Don't Hide your Mistakes, instead learn from it
20. Do not disclose guest details: like profiles or any other personal information to third party
21. In case of lost and found any items hand over and write it on lost and found book in detailed
22. Be Cautious with Money

7 Principle’s for Customer Service

 

FOCUSING ON THE GUEST:

 

 Ø Listen

 Ø Use positive body language

 Ø Avoid negative body language

 Ø Maintain eye contact

 Ø Smile

 Ø Recognize the guest immediately

 Ø Use a pleasant tone of voice

 Ø Put the guest first

PROVIDING EFFICIENT SERVICE:

 

 Ø Get to the next guest quickly

 Ø Take time to be accurate

 Ø Keep small talk to a minimum

 Ø Plan ahead

 Ø Follow-up

 Ø Offer alternatives

 Ø Answer questions

ENHANCING GUEST SELF- ESTEEM

Ø Recognize guest’s presence immediately

Ø Use the guest name

Ø Listen to the guest without interrupting

Ø Compliment the guest

Ø Treat the guest like an adult

 

BUILDING RAPPORT:

Ø Listen to the guest without interrupting

Ø Apologize and respond using a feeling word to express your understanding of how the guest is feeling

Ø Allow the guest to respond, then proceed to solve the problem

 

DETERMINING GUEST NEEDS:

 Ø Ask appropriate questions

 Ø Briefly summarize what the guest tells you

 

EXPLAINING RESTAURANT SERVICE:

 Ø Focus on the guest’s needs in explaining restaurant services and the benefits of the services.

 Ø A benefit is a statement of what the service will do for the guest

 Ø Use persuasive words to make the guest by our products and services

 Ø EX: Relax, Enjoy, Entertaining, Quiet, Comfortable

 

REFERRING

 Ø After understanding the request, explain that another person can help more effectively.

 Ø Introduce the other person and summarize the situation from the guest’s point of view