HMS Learning Podcast

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.

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

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

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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

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.

#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