Guest Service

Who is a guest?

• a person entertained in one's house.

• a person to whom hospitality is extended.

• a person who pays for the Experiences of an establishment

• Are people who you want something from and who want something from you.

Guest Experiences Representative Skills

• Empathy

• Self-Control

• Effective Listening

• Willingness to Improve

Importance of Guest Experiences

• Guests are Al Mulla's most important assets.

• Without guests the company would not exists

• Enable us to create ‘’Moments of Truth’’

•Although ​ (a)   you say and do is important, what really matters is ​ (b)   you say and do it.

• what
• how
• Where
• when
• why
• who

Basic Skills of Hospitality

• •Maintaining a positive attitude

• •Giving attention

• •Providing assistance

• •Greeting with a smile

how do you create positive first impression

• Smile

• Tone of voice

• Body language

• Fond Farewell

What kind of Product Knowledge you should be aware of?

• Rates of your product

• Experiences you can offer

• Contact details of all customers

• Sister Properties (other Al Mulla products)

How would we end the conversation or dealings with positive impression?

• Thanks for their visit

• Recap on any discussion and give assurance to meet expectation

• eagerness to help any time

• Invite them to return

Important questions to yourself while anticipating guest needs?

• Have I considered all guests needs?

• What is the guest likely to need or want next?

• How can I focus in making Guest personal life comfortable

• How can I improve or enhance  the experiences of my guests?

What is effective listening?

​ (a)   ​ ​ (b)   ​ (c)   ​ (d)   ​ (e)  

• •Let the guest talk while you listen.
• •Do not interrupt.
• •Concentrate on what the guest is saying.
• •Paraphrase what the guest has said.
• •Positive body language and tone of voice.
• Clarify your doubts during the conversation