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The art of hotel service

How to make the guest want to return to the hotel

Experts: Ilona Remihailo

This series will provide basic knowledge about quality control of hotel services at all levels of guest communication in the hotel. Experts will help increase the confidence of hotel employees in the expediency of service. In particular, the series contains work tools that will make the work of employees more efficient and the stay of the guest more comfortable.

 

Educational series is created with the support of the EGAP Program, executed by the Eastern Europe Foundation and financed by Switzerland, in cooperation with the Ministry of Digital Transformation of Ukraine and the State Agency for Tourism Development of Ukraine for the Diia.Education platform.

Format:
Education series
EKTS:
0.1
Languages:
Ukrainian, English
Topic:
Tourism and leisure
For:
for business and entrepreneurs, for adults
Skills:

HARD: Anticipation of the client's needs, Creation of high-quality ergonomics of space, Feedback management, High-quality reception and accommodation of guests, Improving service through technology, Improving the quality of additional hotel services, Non-verbal communication with the client, Quick Check-in and Check-out, Service quality monitoring, Work according to scripts, Working with guest feedback

SOFT: Friendly service

Program

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Get started

Episode 1. Basic components of hotel service: who and at what stage interacts with the guest?

Concept of service and its components. The understanding the needs of the guest is the primary task of the hotel staff.
thumb-Iryna Remihailo stands in front of a bookshelf and a house plant. She is wearing a light shirt over a white T-shirt and speaking while holding her hands in front of her.

Episode 2. Perfect reception service. Do the scripts work?

Functionality of hotel administrators and bookers. How and why to make a script of a phone conversation and a step-by-step movement of a guest in a hotel.
thumb-Iryna Remihailo stands in front of a gray wall with a geometric pattern. She is wearing a light shirt over a white T-shirt and holding her hands in front of her.

Episode 3. Check-in and Check-out in 30 seconds. New digital opportunities

Fast guest service at the hotel reception. What modern services help to pay more attention to the guest's impressions and preferences during the first contact with the hotel.

Invited experts

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Ilona Remihailo

Hotel General Manager, University tutor

Partners

thumb-Logos of the EGAP Program, the East Europe Foundation and the Swiss Confederation
thumb-Logo of the State Agency for Tourism Development of Ukraine

The State Agency for Tourism Development of Ukraine

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