HOW TO CHECK GUESTS’ COMMENTS
- Askar DG KAMIS
- 5 days ago
- 2 min read
Guest expect the staff to check their satisfaction professionally and timely in professional English / Bahasa Indonesia during the meal.
Why is this task important for you and our guests?
Answers:
To maximize the guest satisfaction
To keep up 5 star image of the hotel
To earn the praises from the management
STEPS | HOW/ STANDARDS | TRAINING QUESTIONS |
1) Walk towards the guests when they can see you coming. | Keep a smile and an eye contact during your approach. Approach the guest from the front. |
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2) Pause for just about one second at the table. Stand where the guest or the host can see you to without having to turn his head too much. | Hold your hands in front of you. (Easy hands posture) |
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3) Dialog: Staff: “Are you enjoying yourself in XXX, Mr. Smith? Guest: “Yes, thank you.” Staff: “Thank you, please enjoy.” | Show a smile and a friendly eye contact to the guests Speak clearly and at an appropriate speed. | 1. Why should you speak clearly and at an appropriate speed? |
4) If the guest is happy, leave for another table. | Give a smile and a bow before leaving. Do look in the guest’s eyes. | 1. Why should you Give a smile and a bow before leaving? |
5) If there seems to be a problem or a question that you can’t understand, and you think your English isn’t good enough to handle the situation. You can say, Staff: “I’m sorry, sir/ma’am. My English are not perfect, let me call my supervisor.” Guest: “Thank you.” Staff: “You’re welcome, sir. One moment please.” | 1. How can you say if there seems to be a problem or a question that you can’t understand, and you think your English isn’t good enough to handle the situation? |
Now ask the trainee to practice the task from start to end to test competency.
Summary questions:
Why should you approach the guest from the front?
How to put your hands?
Why should you speak clearly and at an appropriate speed?
Why should you give a smile and a bow before leaving?
How can you say if there seems to be a problem or a question that you can’t understand, and you think your English isn’t good enough to handle the situation?
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