Thursday, 13 October 2011

Checking In: How much do you need to know?

Agent Sparks here again and today I'd like to talk briefly about the check-in.  When I get to the hotel's front desk that I am checking into the last thing I need to hear is a long winded speech about every area of the hotel and all the great amenities it has to offer.  Training usually will dictate that we drone on and on telling every guest everything the property has to offer.  Let's stop for a minute and think about this.  Does a  business man carrying a laptop and a well used suitcase care what time the pool closes? Nine times out of ten the business client could care less about these kinds of things, instead he probably wants to know about the high-speed internet.  The mother with three screaming kids, on the other hand, will more than likely want to know the pool hours while the internet will be farther down on her priority list of need-to-know amenities.

So what does it all mean?  Well we as agents can save ourselves and our clients time by doing a little bit of guest profiling during the check in.  Simple questions such as 'What brings you to town?' and 'Are you here on vacation?' while you are processing guest information during the check in procedure can tailor your orientation speech saving both you and your guest time.

7 comments:

  1. Great post! I like ur blog! follow u =D

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  2. Hospitality is a myth in the united states, i would know! XD

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  3. I feel like advertisers and these people try to get too much out of us.

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  4. Its rare Duck on Quack. Service has really gone down hill.

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  5. I'm guessing alot because you deal with all sorts of peeps on a daily basis.

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  6. Well I think they just dont want you asking a Chinese person "We have some great sushi and pointy hats in the gift shop" or something along those lines. Giving everyone basic lines are just easier.

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