AIHT offers best education in the field of Hospitality. The presentation on "Guest Service in Hotel Industry" includes topics such as communicating effectively with customers and maintaining customer service standards.

1. Most Essential for Hospitality industry
Presented by:
Asian Institute of Hospitality & Tourism

2. About: Asian Institute of Hospitality &
Tourism
AIHT is a reputed college of hospitality, travel and
tourism education in India. Being one of the best
colleges to study hotel management and travel &
tourism management, it offers practical-oriented
degree and diploma courses.

3. Introduction
 Taking care of the guest is the heart of the hospitality business.
Doing so means understanding and anticipating what the guest
needs and then knowing how to meet and exceed those needs.
 Guest service is the act of taking care of the guest's needs by
providing and delivering professional, helpful, high quality
service and assistance before, during, and after the guest's
requirements are met.
 Guest service is meeting the needs and desires of any guest.

4. Characteristics of Good Service
 Promptness: Promises for delivery of service must be on time. Delays
and cancellations of products should be avoided.
 Politeness: Politeness is almost a lost art. Saying 'hello,' 'good
afternoon,' 'sir', and 'thank you very much' are a part of good guest
service. For any business, using good manners is appropriate whether
the guest makes a purchase or not.
 Professionalism: All guests should be treated professionally, which
means the use of competence or skill expected of the professional.
Professionalism shows the guest they're cared for.
 Personalization: Using the guest's name is very effective in producing
loyalty. guests like the idea that whom they do business with knows
them on a personal level.

5. Eleven basic skills of hospitality will serve as a
beginning to achieving this excellence.
 Smiling
 Greeting
 Conversing
 Using proper telephone etiquette
 Providing assistance
 Giving attention
 Providing positive endings
 Following through
 Maintaining a positive attitude
 Making positive decisions
 Keeping a sense of humor

6. Guest Service in Hotels
 As the centre of front office activity, the front desk is
responsible for coordinating guest services.
 Typical guest services involve providing the guest with
information and special equipment and supplies

7. Information
 Front office personnel need to respond knowledgeably to
guest requests for information. Common guest questions
may include:
 Can you recommend a nearby restaurant?
 Can you call a taxi for me?
 Where’s the nearest shopping centre, drugstore?
 What is the best place to visit in the city?
 Where is the theater from here?
 When is check-out time?
 How do I get to the museum, the library?
 What recreational facilities are available in the hotel, near the
hotel?
 When is opening time of your restaurant for breakfast?

8. Equipment and Supplies
 Guests may request special equipment and supplies
during the reservations process, at registration, or
during their stays. Reservations agents should have a
reliable method of recording such requests to ensure
that they are satisfied.
 When a guest requests special equipment or supplies
at registration or during occupancy, they will almost
always ask a front desk agent. The agent then relays the
request to the appropriate service centre or hotel
department for processing.

9.  Equipment and supplies commonly requested by
guests include:
 Newspaper
 Additional clothes hangers
 Adaptor
 Transformer
 Additional blanket
 Hairdryer
 Roll-away beds
 Baby cot, crib
 Additional linens/pillows Irons and ironing boards

10. Guidelines for Complaints Handling
 Listen with concern and empathy.
 Isolate the guest if possible, so that other guests won't overhear.
 Stay calm. Don't argue with the guest.
 Be aware of the guest's self-esteem. Show a personal interest in
the problem, Try to use the guest name frequently.
 Give the guest your undivided attention. Concentrate on the
problem, not on placing blame. Do Not Insult the guest.
 Take notes. Writing down the key facts saves time if someone
else must get involved. Also, Guest tends to slow down when
they see the front desk agent trying to write down the issue.

11. Cont.
 Tell the guest what can be the best done. Offer choices.
Don't promise the impossible, and don't exceed your
authority.
 Set an approximate time for completion of corrective
actions. Be specific, but do not underestimate the
amount of time it will take to resolve the problem.
 Monitor the progress of the corrective action.
 Follow up. Even if the complaint was resolved by
someone else, Contact the guest to ensure that the
problem was resolved satisfactory.

12. Recap
 Introduction to Guest Service in Hospitality Industry
 Characteristics of Good Service
 Basic Skills of Service
 Guest Service in Hotel Industry
 Providing Information, Equipments and Supplies
 Handling Guest Complaints

13. Any Ques…??

14. Thank You