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:
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
Friendly service
Program
Get started
Episode 1. Basic components of hotel service: who and at what stage interacts with the guest?
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.
Episode 2. Perfect reception service. Do the scripts work?
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.
Episode 3. Check-in and Check-out in 30 seconds. New digital opportunities
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
Ilona Remihailo
Hotel General Manager, University tutor
Do you have questions?