Front Desk Training Scenarios

Hospitality training games don t have to take place in group settings.

Front desk training scenarios.

A good service is only whatever the patient customer thinks it is. These are several ways efficiency can work in your favor and how it might be improved at the front desk the primary entrance exit and pr point for your business. 3 difficult customer service scenario examples solutions. It might not be natural for everyone but it s an essential skill for staff in key posts that tend to take more heat than others like the front desk.

Ensure that there is always someone on the front desk. Here are three scenarios and patient friendly responses to get started on developing scripts and preparing to turn a potentially negative interaction into positive partnership building dialog. An employee has an avatar that engages in various service positions like housekeeping or front desk work and earns points for correct decisions. The front desk agent has a decision to make piss you off by having you wait or piss off the person on the phone knowing that the next time they get put on hold it will probably cost the hotel lost business and a bad review.

From this vast field of information i found two key points that would help make this training simulation efficient on point and above all useful for employees. Make it standard policy to practice these actions using different customer scenarios until these various handlings become the new normal routine with your front desk. 11 common hotel scenarios that misrepresent hotel employees and why. Ensure that all staff has appropriate training.

Customer service should be a conversation rather than a cold lifeless script. In this article we will not only give some examples of these customer service scenarios plus solutions and tips but we will also give you some scenarios your team can practice dong role play. For example ultimate team play is a computer game that individuals can play on their playstations at home. Given the variable nature of interacting with customers however it s easy to see how support center champs can benefit from some forward thinking in dealing with tough customer service scenarios.

Main functions of bell desk department 6 stages of the guest check in procedure with flowchart types of common guest complaints in hotels different booking source of hotel reservation with examples 6 stages of reservation process in hotel with flowchart front office department security functions. Ensure that you have policies procedure if your computer system should go down.