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Communication When Receiving and Delivering Messages to Customers

Dear Mr. Minh, you are in room 1223. We will wake you up at 5:00 tomorrow morning. Thank you for calling.

B : Thank you. Set the alarm.

A : (Calling the guest room) Hello Mr. Minh! This is Hong, the receptionist. It is 5:00 now, as per your wake-up call request. Good morning. Do you have any other requests?

B : No. Thank you very much.

Maybe you are interested!

4.1.2.10. Communication when receiving customer service orders

When guests contact the receptionist to book hotel services, the receptionist needs to perform the following tasks:

Communication When Receiving and Delivering Messages to Customers

Greet guests: Greet guests. Offer help. Receive guest requests: Record guest requests.

Check responsiveness: Check with relevant departments. Agree with customers on customer requirements.

Confirm the customer's service booking. End: Thank the customer for booking the service.

Notify relevant departments to prepare customer service.

Sample dialogue


A: Receptionist

B: Guest

A guest staying at the hotel calls the front desk to request a dinner reservation at the hotel restaurant.

A : (Picks up the phone within 3 rings) Hello! This is the Reception department, Hong speaking. How may I help you?

B : Hello! Could you please make a reservation at the restaurant for dinner?

A : Could you please tell me your name and room number?

B : My name is Minh, room 1223.

A : Please let me know how many people you would like to reserve and at what time?

B : For 6 people at 19:00.

A : Please wait a moment. (After contacting the restaurant to check availability, the restaurant is ready to welcome you) Mr. Minh! Our restaurant still has space to serve you. Do you have any requests for food, drinks or other requests?

B : No. We will order from the menu. Thank you.

A : Then we will reserve a table for 6 people with a suitable location for you. Thank you for calling to reserve. Hello!

4.1.2.11. Communication when receiving and delivering messages to customers

When a guest wants to send a message, the receptionist needs to receive the guest's message and forward it to the intended guest. The procedure is as follows:

Receive messages: Ask for the sender's name and phone number. Ask for the recipient's name and room number. Ask for the message content.

Write message.

Confirm the information received.

Closing: Thank the customer. Promise the customer to promptly deliver the message. Deliver the message slip to the recipient.

Sample dialogue


A: Receptionist

B: Guest

A guest arrives at the hotel and requests to meet a guest who is staying at the hotel, but the guest is not at the hotel. The guest wants to leave a message.

A : Hello! How can I help you?

B : Hello! Could you please put me in room number 2501 with Mr. Nam?

A : Sorry, Mr. Nam is out. Could you leave a message?

B : Yes. Please let me leave a message.

A : Could you please tell me your name, phone number and message content?

B : My name is Le Thu Hang. Phone number 0983565678. Please tell me "Mr. Nam, please send the report to the company urgently".

A : Yes. Ms. Hang! You want to tell Mr. Nam in room 2501 that "Mr. Nam, please send the report to the company urgently", right?

B : Yes. Thank you.

A : I will forward your message as soon as Mr. Nam returns. Goodbye.

older sister.

4.1.2.12. Communication when handling customer complaints

The reception department is the department that regularly and directly contacts guests, so when guests are not satisfied with the service or the hotel, they often complain to the reception department. Therefore, receiving and resolving guest complaints is a very important task of the reception department. Receptionist

Complaint handling must be considered a service, and must be done to make customers “satisfied after being dissatisfied”. The procedure for receiving and handling complaints is as follows:

Handling complaints: Separate the complaining customer from other customers. Listen carefully. Give the customer a chance to express himself. Empathize with the customer. Have a pen and paper available to take notes. Allow the customer to finish his complaint.

Sorry to the customer: Sincerely apologize to the customer.

Propose a solution: Discuss the solution with the customer.

decided


Thank you guest: Thank the guest for giving feedback to the hotel.

Promise to customers: Promise to customers that you will quickly resolve their problems.

guest.

Problem Solving: Quickly coordinate with relevant departments to resolve customer issues.

Track problem resolution.

Notify the customer when the issue has been resolved, check customer satisfaction: Notify the customer that their issue has been resolved, ask if they are satisfied, and thank the customer again.

Record customer complaints.

Sample dialogue


A: Receptionist

B: Guest

C: Room staff

A guest came to the front desk to complain that the hotel housekeeping department was not cleaning the guest room properly.

A : Hello sir! How can I help you?

B : I am not satisfied with the cleanliness of my room.

A : Could you please tell me your name and room number?

B : My name is Quang, room 1123.

A : Yes, Mr. Quang! Is there a problem with your restroom? Can you tell me the details?

B : The housekeeping staff in my room were so sloppy, the bed sheets were not flat, the table top was dusty, the bathroom smelled bad, and the bathtub had stains.

A : Yes. How long has this problem been going on?

B : Two days now.

A : That's a pity, Mr. Quang. I sympathize with you. On behalf of the hotel, I sincerely apologize to you. I will now ask the cleaner to clean your room again. Thank you for your valuable comments.

your comments will help our hotel improve the quality of service to our guests. I promise you this will never happen again.

B : Thank you! Hello!

A : Thank you Mr. Quang! Hello! Have a nice day! (Then call the housekeeping department).

C : (Picks up the receiver) Hello! This is the housekeeping department, Thuy speaking. How may I help?

A: Hello Ms. Thuy. I am Mai from the reception department. Mr. Quang in room 1123 complained that the housekeeping department did not clean his room. Please arrange for room 1123 to be cleaned again and remember to clean the room more carefully next time.

C : Yes. I will arrange to clean room 1123 immediately.

A : (After the housekeeping department cleaned the guest's room, the receptionist called the guest) Hello Mr. Quang. I'm Mai from the reception department. Your room has been cleaned. Are you satisfied?

B : Yes. Okay.

A : Sorry to bother you. Thank you again for your comments. Do you have any further requests?

B : No. Thank you!

A : Hello sir. Have a nice day!

B : Hello.


4.1.2.13. Communication when making payment for customers

Making payment procedures for guests is the job of the receptionist when guests check out. Payment procedures for guests can be divided into the following types of guests: individual guests, group guests, VIP guests. The order of payment procedures for guests is as follows:

Welcome guests: Greet guests. Offer help. Receive payment requests: Ask for guest name and room number. Notify housekeeping to check room.

Find the pre-prepared payment profile.

Send the payment summary to the customer for review. Prepare the payment invoice and send it to the customer for signature.

Cashier.

Please ask the guest to return the room key.

Introduce staff to support guests.

Closing: Thank you. See you next time. Wish you a safe journey.

Sample dialogue

A: Receptionist B: Guest

Guest goes to the reception desk to pay and check out. Guest agrees with the payment summary.

A : Hello sir! How can I help you?

B : Hello! Please let me check out.

A : Could you please tell me your name and room number?

B : My name is Tung, room 4123.

A : Please wait a moment while I find the payment file.

B : Yes.

A : (After calling to request the housekeeping department to check the room) Dear Mr. Tung! This is your payment summary. Please check it.

B : (After checking) I agree.

A : (After preparing the payment invoice) Please sign the invoice. You are paying by credit card, right?

B : Yes. Here is my credit card.

B : Give me back my credit card. Please sign the card payment receipt. Can I have my room key back, please?

B : Here is the room key.

A : This is the hotel staff who will help you with your luggage to the car. Thank you for staying at the hotel! We look forward to serving you again. Good luck on your journey. Goodbye.


4.1.2.14. Communication with relevant departments

In the process of performing work, the reception department is related to almost all departments in the hotel. The reception department plays a key role in coordinating activities with other departments in the hotel, being the bridge between guests and departments in the hotel. Therefore, internal communication activities of the reception department play a very important role. Receptionists often communicate with staff of departments such as: housekeeping department, security department, maintenance department, food service department, accounting department, marketing department, human resources department, etc.

Sample dialogue

A: Receptionist

B: Restaurant staff

The receptionist called the restaurant to inform them of the restaurant reservation for dinner.

B : (Picks up the phone within 3 rings) Hello! This is the restaurant department, Hong speaking. How may I help you?

A : Hello! Please prepare seats and utensils for 6 guests for dinner at 7pm.

B : Do you have any other requests?

A : No. Please note to arrange convenient seating for guests.

B : Yes. Hello!

4.1.3. Practice situation

Situation 1. A guest calls the hotel and asks to see the CEO. The CEO is currently out of the hotel.

- Target:

+ Students understand the process of communicating with customers over the phone.

+ Practice telephone communication skills and apply them in practice.

+ Be aware of the role of the receptionist when communicating with customers.

- Request:

+ Play the role of receptionist and guest to resolve the situation.

+ Discuss with classmates and practice communication situations.

- Suggestions for solving the situation:

+ Have a polite and friendly communication attitude.

+ Control voice quality and volume.

+ Ask and record complete information about the guest.

+ Record full information of the message (if any).

Situation 2. A guest calls the hotel and asks to meet a staff member in the Marketing department.

- Target:

+ Students understand the process of communicating with customers over the phone.

+ Practice telephone communication skills and apply them in practice.

+ Be aware of the role of the receptionist when communicating with customers.

- Request:

+ Play the role of receptionist and guest to resolve the situation.

+ Discuss with classmates and practice communication situations.

- Suggestions for solving the situation:

+ Have a polite and friendly communication attitude.

+ Control voice quality and volume.

+ Ask and record complete information about the guest.

+ Transfer the machine to the department requested by the customer.

Situation 3. A customer calls the hotel to request a room reservation. The staff introduces the room types to the customer using the low-to-high sales method.

- Target:

+ Students understand the communication process when customers book a room over the phone.

+ Practice telephone communication skills and apply them in practice.

+ Be aware of the role of receptionists in introducing hotel services.

- Request:

+ Play the role of receptionist and guest to resolve the situation.

+ Discuss with classmates and practice communication situations.

- Suggestions for solving the situation:

+ Have a polite and friendly communication attitude.

+ Control voice quality and volume.

+ Ask for full information about the customer and their requests.

+ Introduce room types and room prices in the hotel according to the selling method from low to high.

Situation 4. A guest calls the hotel to request a room reservation. The hotel cannot meet the guest's request.

- Target:

+ Students understand the communication process when customers book a room over the phone.

+ Practice telephone communication skills and apply them in practice.

- Request:

+ Play the role of receptionist and guest to resolve the situation.

+ Discuss with classmates and practice communication situations.

- Suggestions for solving the situation:

+ Have a polite and friendly communication attitude.

+ Control voice quality and volume.

+ Ask for full information about the customer and their requests.

+ Provide fast and accurate information.

+ Check the hotel's ability to meet guest requests.

Situation 5. A guest who has booked a room calls the hotel to request a change in stay.

- Target:

+ Students understand the communication process when customers request to change their stay time over the phone.

+ Practice telephone communication skills and problem solving.

- Request:

+ Play the role of receptionist and guest to resolve the situation.

+ Discuss with classmates and practice communication situations.

- Suggestions for solving the situation:

+ Have a polite and friendly communication attitude.

+ Control voice quality and volume.

+ Ask for full information about the guest, information about the room booked and length of stay.

+ Check the hotel's ability to meet guest requests.

Situation 6. A guest who has booked a room calls the hotel to request to cancel the room type. The guest cancels the room reservation against the regulations.

- Target:

+ Students understand the communication process when a customer requests to cancel a room type over the phone.

+ Practice telephone communication skills and problem solving.

- Request:

+ Play the role of receptionist and guest to resolve the situation.

+ Discuss with classmates and practice communication situations.

- Suggestions for solving the situation:

+ Have a polite and friendly communication attitude.

+ Control voice quality and volume.

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