Many countries in APAC have handled the Coronavirus crisis commendably when compared to those nations in other parts of the world. And therein, hoteliers should look Down Under for guidance on what’s next for their properties – international visitor quarantining perhaps?
Good, clear, and frequent communication across hotel departments boosts positive guest experiences and ensures smooth day-to-day operations. Here’s how to improve the information flow.
Guests don’t care where a reservationist is located so long as this agent is able to politely answer all their questions and finish the transaction in a timely manner. Your owners probably feel the same way, especially if there’s an apples-to-apples cost saving that arises from switching to a hotel call center.
While connecting emotionally with guest can be a point of genuine interest and reward for hospitality staff, it can also be a draining and challenging aspect of the work. The good news is that there are small, simple steps staff and organisations can take to manage emotional labour.
Hotels are not just places where people spend a few nights, they are also sources of information, and you can use it to your advantage.
The spoken word: how the lack of soft communication skills is impacting our hotel management graduates
The challenge hospitality education faces is to find an appropriate blend of practical skills, academic achievement, and also interpersonal professional behaviours. Creating this balance will require hospitality educators to add soft skill competencies to further enrich the study of hospitality in higher education, and provide the sought after graduates the industry is demanding.
To maintain a well aligned strategy with the current state of the traveling world, our perspective, as revenue optimists, must change. But how?