• COMMUNICATION TIPS FOR GUEST SERVICE CONTACT ASSOCIATES BY SHARMILA CHAND
    Oct 31 2020

    In this Article – Sharmila will be giving communication tips for the front office team in the hospitality industry. As a guest contact point, every professional in the hospitality industry or guest contact point should be an expert in communications.

    I want to start with the first point and the first would be communication at the moment the guest enters the hotel.

    how do you greet the guest now when a guest enters the hotel his luggage is taken care of and the first thing he does is that he walks towards the front of his desk. This is the point where you have to be very careful to make eye contact.  We have seen from my own experience 90 percent of the time the person who attends the guest is looking at his computer screen, which is the biggest blunder. hotel Front office associates should give a break and look up, give a smile, and greet the guest.

    The second communication tips for the hospitality Front office staff is to come out of their counter and come and stand next to the guest. The front office associate should know the name of the guest and try to use the surname of the guest with the correct title.

    Now, this is a very very important communication tool, when the moment you use the surname and the title, it gives a personal touch. It leads to personal engagement and you will see how nicely the guest will reciprocate. there is the third point now instead of asking the guest to do the check-in formality straight away you can give him an unexpected offer and what is that offer you tell the guest come let’s go to the restaurant and have a cup of coffee or why don’t you order something and have something to eat and on the side we will do your signing for the check-in formality believe me this will work wonders in uh big cities and five-star hotels normally they have started doing this but in tier two cities it matters a lot.

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    40 mins
  • Learning F&B Leadership skills with Harjeet Wasan
    Oct 25 2020

    In this video harjeet wasan is sharing learnings from his wealth of experience in hospitality

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    41 mins
  • How can someone grow a career in hospitality without IIHM degree or formal hotel management education.
    Oct 24 2020

    How can someone grow a career in hospitality without IIHM degree or formal hotel management education.

    1. clear #vision of where you want to be in your career down the line.

    2. spend initial years #learning all traits in hospitality which can be in all departments #frontoffice#housekeeping#sales in order to understand tricks and trades.
    3. Make #firstprincipals and stick to your ideals.

    A wonderful insights by Deepak Sharma an accomplished hospitality sales professional. Thanks

    Follow this page for more clips and you can watch the entire session pls follow the link in the comments section.

    If you would like us to feature other professionals please let us know.

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    34 mins
  • Learnings from a 40 Years experience of Hospitality career in 40 Minutes
    Oct 8 2020

    Unedited Discussion with Mr Sajid, who is an accomplished hotelier highlighting his lifetime experiences. 

    okay uh if i want to ask you let's say

    in the 40 years of experience how you

    what are your key learnings if you say

    okay these are my five

    or top learnings in the hospitality

    industry where

    things normally go wrong and people need

    to be careful

    from hotels perspective and also

    from the employee perspective means for

    their career advancement

    so let's start with the hotel first

    see as far as the hotel is concerned one

    very big learning biggest learning a

    hotel is a place

    where a lot of coordinated activity

    takes place

    yeah there is no other place where

    so much of action takes place in such a

    small geographical areas

    of different kinds so coordinated

    working

    coordinated working yeah this is the

    most important thing

    to tell now look at the different kind

    of people that are working there

    you have mbas working in your sales and

    marketing people you have child

    accountants working in your finance

    department you have

    and highly qualified engineers working

    in your engineering department yeah

    you have you have the kitchen

    it's not an easy place yeah there's

    highly experienced people working in the

    kitchen

    in fnb in the front office

    and they are of all grades

    you know like like while you have

    very sophisticated people on one side

    then you go to the house on the other

    side

    the security guards on the other side

    yes and all that happens in a very

    limited geographical area

    so coordination working in coordination

    working as a team

    is the most important thing for

    uh the success of any hotel yeah yeah

    the youngsters i'll say that you have to

    keep on learning learning learning

    because if you want to be

    good at coordination you better know

    what happens on the other side

    so there's

    other challenges is equally important

    it's very important because how do you

    coordinate with them

    how does a front office person put

    pressure on housekeeping

    yeah to turn around homes fast if they

    do not know how sleeping functions yeah

    correct if they do not know how engine

    engineering functions

    so they need to know that well in in

    little of

    my experience i see sometimes the front

    office or the gms or the

    operational ssr marketing especially

    sometimes they

    they commit things to the guests which

    uh

    operational departments uh specifically

    the housekeeping

    and security and the bellman's the front

    office team the consumer's team are not

    just able to deliver because uh they

    don't have enough capabilities

    and also the equipment that they

    are required and

    if the sales peoples and uh the

    operational the person who is selling

    and committing to the guest

    does not understand their own hotels let

    alone the processes

    okay the process is there maybe you

    understand but if they don't understand

    within the capabilities of the hotels

    the other departments

    they may generally overcome it yeah

    you see i often tell them that in any

    product

    in any product hotel or anything then

    now let me talk as a sales person say


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    45 mins
  • What is Guest Courtesy and How we can remain courteous
    Aug 25 2020

    Guest Courtesy sills are very important in providing excellent customer services.
    Listen in to this part to learn what is guest courtesy and what are the key things to remain courteous. We have made a full course on this enhancing guest services and you can subscribe it here.

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    8 mins
  • How you can stay happy with Gratitude mindset even in wake of crisis with Sunny Nagpal
    Aug 19 2020

    #thankyou and #gratitude Sunny Nagpal for this supercharged session with me on #happiness #mindfullness #gratitudeattitude and wonderful #smileeveryday philosophy.

    In this session i #learned
    - #lessismore attitude can help us overcoming negatively and low fealing
    - if we have a #mindsets of #givingbacktothecommunity volunteering and #learningdevelopment there wont be a time to think low about oneself even in the form of crisis.
    - have #unconditional #faith in supreme power and accept what happens. Whatever happens in our lives is for good and if we just continue to learn from experiences and we will gain for lifetime in future.

    What is stopping you from #smiling today
    Share your thoughts.
    Watch the complete video full of #insights and #life lessons here - https://lnkd.in/gHfKwM9

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    49 mins
  • Understanding Assumptions and Perceptions
    Jul 29 2020

    In this episode we will explain how assumptions and perceptions can be bad for effective strategic communication

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    6 mins