VIETNAM TOURISM CERTIFICATION BOARD
Hospitality Skills A Practical Approach
SECOND EDITION
Trang 3No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical photocopying and recording or otherwise, without the prior permission of Lux-Development
(publishers)
The publishers have made every effort, where required, to trace copyright holders, but if any have been overlooked, the necessary arrangements will be made at the first opportunity We welcome any information that will enable us to correct, in subsequent editions, any inaccurate or omitted credit
No liability is assumed with respect to the information contained herein Published by Lux-Development 10, Rue de la Greve, L-1643 Luxembourg B,P.2273, L-1022 Luxembourg Telephone: +352-29-58581 Facsimile: +352-29-585-8200 E-mail: ask @lux-development.u Web: www.lux-development.lu
in partnership with the Vietnam National Administration of Tourism (VNAT) within the framework of the "Hotel Training in Vietnam’ project funded by the Government of
Luxembourg
First published 2000 Second edition 2004
ISBN 2-919894-61-7
Printed by Cong Doan Printing Campany 167 Tay Son Street - Hanoi
License No 11-1429/XB-OLXB
Trang 4VIETNAM TOURISM CERTIFICATION BOAI eee a Hospita A MESSAGE FROM THE VIETNAM NATIONAL ADMINISTRATION OF TOURISM
Human resource training plays an important role in the tourism development strategy of Vietnam In recent years, the industry has mobilized resources both domestically and abroad to develop human resources in
tourism This support includes the "Hotel Training in Vietnam" Project financially assisted by the Government of Luxembourg
This important Project was launched in 1996 with three objectives; one vital component of this multi-
facetted Project was the development of a national tourism curriculum and the installation of a national assessment, examination and certification system for the tourism sector, the Vietnam Tourism Certification Board (VTCB) Since 1998, the curriculum has been developed through a process of research and consultation guided by international consultants in collaboration with teachers and industry experts in Vietnam The national curriculum was first introduced to the tourism schools in 2000 and received final approval from the Government authorities in the first quarter of 2004
During the implementation phase, the Project gained valuable feedback from the Government authorities, tourism schools and tourist enterprises that were using the curriculum An aspect of the Government of
Luxembourg's assistance has been to review and develop a quality official curriculum for tourism schools The review process was undertaken by international consultants, teachers, experts in the industry, with
valuable input from many ministries, including the Ministry of Education and Training and General Department of Vocational Training
On behalf of the tourism industry, | would like to sincerely thank:
Mr Charles Goerens, (former) Minister for Cooperation and Humanitarian Aid, Luxembourg
Mr Leo Faber, Head of the Office for Development Cooperation, Embassy of Luxembourg to Vietnam Mr Raymond Weber, Director of Lux-Development
Mr Ferdinand A Koos, (former) Director of Lux-Development
Mr Geert De Bruycker, Manager, Lux-Development Regional Office, South East Asia Ms Patricia Reid and Mr Vincent P Gibbons, Senior Technical Advisors
and all international consultants and colleagues who have been involved in the Project
| also sincerely thank the many ministries, agencies in and out of the tourism industry, especially the Office
of Government, Ministry of Foreign Affairs, Ministry of Planning and Investment, Ministry of Finance,
Ministry of Education and Training, Ministry of Labor Invalids and Social Affairs, General Department of Vocational Training, the tourism schools, teachers, and industry experts who have actively contributed to tourism development and the success of the this Project Such valuable support will certainly contribute to the rapid advancement of tourism in Vietnam helping to realise its great potential as a key economic
industry in Vietnam
| hope this text will be useful not only for teachers and students in tourism schools, but also for enterprises
in the tourism industry, local managers and other interested people We would welcome the feedback of
those involved in hotel and tourism businesses, so that we can continue to develop and upgrade our curriculum in line with the needs of the industry
Madame Vo Thi Thang
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EES ee L1
INTRODUCTION TO THE SECOND EDITION
This textbook has been developed with the financial assistance of the Government of Luxembourg and co-ordinated by the Vietnamese National Administration of Tourism (VNAT) under Project VIE/002 "Hotel Training in Vietnam"
This project, launched at the end of 1996, provides support in the field of human resources development for the hotel and tourism sector, in Vietnam The project is a joint co-operation
between Lux-Development and VNAT The counterpart in Ho Chi Minh City is Saigon Tourist
The direct collaborating institutions are the hotel schools of Hanoi, Vung Tau and HCMC This Hospitality Skills text has been published by Lux-Development to serve, as an introduction to the general skills and knowledge required by junior personnel in the hotel and tourism industry The emphasis is on practical procedures and their application in the hotel and tourism industry today In addition, the text outlines the theory relating to these essential procedures Special emphasis has been given to professional grooming, personal and work hygiene, safety in the work place and customer care These cover essential principles for you to be successful in any job in the hotel and tourism sector
This book can be used as a supporting text, for students and teachers of any hotel and tourism subject It is also invaluable as a training and reference manual for all staff in the hospitality industry, as an aid to setting and maintaining standards of performance
In writing this book, Lux-Development and VNAT are conscious that there may be regional
variations and differences in house policies and procedures in industry Every effort has been made to unify variations in habits and language of each region with the procedures and regulations in the industry However, readers are encouraged to note the variations and practices, which may apply in their own region, establishment or school
This book provides an invaluable foundation for acquiring basic professional skills and knowledge in a wide range of generic subjects Once you have progressed through the book you will have a good grounding in the basic skills and knowledge common to many jobs in the hotel and tourism sector With this knowledge and skill, and the understanding that there needs to be flexibility in application to suit the various styles of hotel property, you are able to enter employment in any
hotel regardless of size
Trang 6VIETNAM TOURISM CERTIFICATION BOARD EEE ae _ Table of Contents Page 3 About this Text ii =f ® = Chapter 1 Tourism 1-14 9 1.1 Tourism and You aL = s
1.2 Tourism and the Hotel Industry 5 a
Chapter 2 Customer Relations 1-12
2.1 Caring for Customers 1
2.2 Customer Expectations 4
2.3 Customer Relations in Practice 6 2.4 Working in a Culturally Diverse Environment 9
Chapter 3 Communication Skills 1-26
3.1 Effective Communication 1
3.2 Using the Telephone 13 3.3 Handling Customer Complaints 19
3.4 Languages 24
Chapter 4 _—_— Personal Hygiene and Professional Grooming 1-8 Chapter 5 Hygiene at Work 1-27
5.1 Health and Hygiene Practices 1
5.2 Basic Hygiene for Food Handlers 5
5.3 Good Hygiene Practices in Food Handling 10
5.4 Pest Control 16
5.5 Principles of Cleaning and Cleaning Procedures 21
Chapter 6 Safety and Security 1-15
6.1 Health and Safety i
6.2 Basic First Aid and Responding to Emergencies
Trang 7VIETNAM TOURISM CERTIFICATION BOARD mm ˆ Table of Contents
Chapter 7 Environmental Issues 1-18
Chapter 8 Being a Team Member 1-15
8.1 Joining the Work Team 1
8.2 Working in Teams 5
8.3 Meeting Employee and Employer Expectations 11
Chapter 9 Information Technology in the Hospitality Industry 1-14
9.1 Information Technology and You TỦ 9.2 Getting Started with IT 5
9.3 Information Technology in Hospitality Operations 8
9.4 IT and Improved Customer Service 12
Appendicies
Appendix 1 Continuous Assessment Criteria 1 Appendix 2 Vietnam Tourism Certification Board (VTCB) 1-5
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KENmmmHMII.AN ——
About this Text
This text deals with the essentials of hospitality skills - the general skills and knowledge required to deliver good quality service to the customer that are common to all occupations The emphasis is on developing the competencies needed to meet the needs and expectations of today's customers, at whatever level of service is being offered - from the 5*luxury hotel to the local café Traditional practices are dealt with insofar as they can help meet those needs Procedures are explained clearly and simple tips are provided to assist you in your job
Although there is a sequence to this Hospitality Skills text, the design of the chapters means it can be opened at any place and provide you with information and knowledge relevant to your job For this reason it is the ideal on-the-job reference text
How to Use this Text
The main part of the text is divided into 9 chapters Each chapter explores one main subject area The chapters are page numbered individually, for example, chapter 1 is page 1 to 14; chapter 2 is page 1 to 12, and so on Some chapters are sub-divided into sections to allow the text be studied in logical and manageable chunks Each section details the key operational knowledge and technical skills essential for hospitality
The Table of Contents will help you see at a glance how the information is organised in relation to this subject
The headings show clearly what is covered in each chapter or section On the first page of each topic section, you will find a box containing a list of the objectives, or what you will learn in the chapter
Monitoring and Testing your Progress
Each section concludes with Discussion Questions and Activities for you to carry out in order to
review your learning in that section and to monitor your progress
These help you reinforce your understanding of the text and its contents and to relate general procedures and practices to your job
To get the best value from the discussion questions and activities it is suggested that you check your completed work with your Teacher or a Supervisor on a regular basis
Throughout the text you will find useful checklists for you to use when you go into industry In Appendix 1 you will find a copy of the Continuous Assessment Criteria, against which your Teachers/Supervisors and Examiners are judging your progress
Trang 9VIETNAM TOURISM CERTIFICATION BOARD KEmmmmmimm ————— Chapter 1 Tourism
This chapter is subdivided into two sections each detailing a particular topic and we will look at each of these in turn They are:
1 Tourism and You
2 Tourism and the Hotel Industry wisunoj :T 19†dEU2 Section 1.1 | Tourism and You Objectives
When you have studied this section, you should be able to: a Understand what tourism is about
= Identify the different types of tourists and tourism sectors
= Describe what makes the tourism product different from other products
a Explain what makes working in tourism is different from other industries
Introduction
It is important that all staff, no matter what level, should possess good customer care skills Therefore, it is important that you understand what tourism is about and how your role in the
hotel fits into the overall tourism product
Tourism involves the movement of people away from their normal place of residence The
terms, which are often used to describe tourists, are those of visitor, traveller and guest The terms mean the same, that is, someone who is away from their home environment
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VIETNAM TOURISM CERTIFICATION BOARD
| Hospitality Skills | Skills
Chapter
1:
Tourism
There are many ways in which travellers can be catered for, e.g hospitality (hotels, bars and restaurants); tours of the country/area; special activities; conference facilities and much more
Types of Tourists
Travellers can have a variety of reasons for travelling to a particular country or city and tourists
are often classified by this reason, for example, holiday, business, common interest-pilgrimage or a sports event, visiting friends or relatives, conference and convention delegates These classifications are referred to as market segments Independent traveller Conference Overseas holidays \ a Business/corporate <—» |Market Segments|~<—» Domestic travellers It is also possible to classify tourists as: 1 Domestic Tourists
This refers to tourists travelling within their own country, for example, a Vietnamese national,
living in Hue who travels to Halong Bay for a weekend would be classified as a domestic tourist
2 International Tourists
This is a general term used to classify visitors to a country from abroad, for example, visitors to
Vietnam from Europe, USA or elsewhere would all be regarded as international tourists to Vietnam
You may also come across the following classifications:
Inbound - the global term used to describe any traveller arriving in a country, e.g Vietnam, from any point of origin outside Vietnam
Outbound - conversely, this refers to travellers whose journey is starting in, for example,
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Tourism Sectors
The demand for tourism is met by the concentrated efforts of a wide variety of tourist services
These services form the world's largest and fastest-growing industry, falling largely within the remit of the public sector, the private sector or may be classed as joint ventures between the private and public sectors Examples are listed below:
Private Sector/Joint Venture Accommodation and Catering
Transport Travel Agencies Tour Operators
Entertainment and Leisure Products
Guides and Information Services Public Sector
This refers to government departments, such as, transport, power, planning and development, immigration, customs and excise, licensing and regulation, marketing
Why is Tourism Different?
Tourism is different from other products, as it is intangible, that is, it cannot be tried and tested prior to purchase It is also a unique product or service because each individual will have a
different expectation as to what tourism should hold for him or her Each visitor expects special attention - they expect to be treated as an individual
The guest expectation is generally of: fast, efficient service, quality standards and value for money
The challenge in tourism is knowing how do you give the guests what they expect The solution is ensuring that these key principles are in place:
Team work: Cooperate with the other staff in your department and with those throughout the
hotel in order to provide a high quality service
Customer satisfaction: Always aim to give the customer what they need and expect from you
and the hotel
Technical competence: Understand what your job role involves and complete this role properly as laid out in the operations manual
Positive attitude: Be positive at all times when dealing with customers, as this will impress them and give a good impression of the hotel
wisuno|
:{ 19‡dE2
Trang 12VIETNAM TOURISM CERTIFICATION BOARD eae nee TT "Yes, we certainly can!" = 2 = ” 5 = ¬ = 2 ° s = O "Yes, we certainly do!"
Discussion Questions and Activities
1 In-groups of three, identify occasions when you or your family may have been tourists
Trang 13VIETNAM TOURISM CERTIFICATION BOARD Section 1.2 | Tourism and the Hotel Industry Objectives
When you have studied this section, you should be able to:
= Understand the importance of the hotel and tourism industry to the Vietnamese
economy
a Identify the role of the Vietnam National Administration of Tourism (VNAT)
= State all sectors of the hotel and tourism industry in Vietnam including different types of hotels wisunoy ‘7 193det2) a Explain the reasons why your job in the tourism industry is important Introduction
The hotel sector is key to the tourism industry in Vietnam, as it represents a large part of tourism revenue Therefore, it is important for you to understand the role that government agencies play in the preparation and provision of tourism as well as the structure of the hotel sector in Vietnam and overseas
Structure of the Hotel and Tourism Industry in Vietnam
Tourism is a major and growing sector of the economy in Vietnam, as it is in most countries of
Asia and, indeed, the world Foreign tourists are attracted to visit Vietnam for a wide variety of
reasons - the country's rich history, culture, national environment, as well as growing business opportunities in the main cities At the same time, there is an increasing trend for Vietnamese travellers (domestic tourists) to visit different parts of the country for vacations or during major
festivals such as Tet
Tourists visit different parts of the country for different reasons and each type of visitor has
different needs in terms of the accommodation, transportation and services that they wish to use
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VIETNAM TOURISM CERTIFICATION BOARD SS tu Chapter 1: Tourism
The tourism industry consists of a number of interdependent sectors, each of which is vital in order to ensure that visitors enjoy their stay Each sector is part of what is known as the tourism supply chain and each is dependent upon the others to ensure guest satisfaction with their visit The various sectors include:
Travel facilitation: travel agents, tour operators, tourism information centres, all of which
make the visit possible and ensure that things go smoothly
Transport: buses and coaches, trains, airlines, taxis, private cars and motorbikes
Attractions: the landscape and beaches, museums, historical and cultural places, temples and
churches, festivals, theme parks, traditional handicraft villages
Shopping: craft shops, specialist stores - silk shops and tailoring services, local markets
Food and beverage: restaurants, bars, road-side stalls
Accommodation: hotels, apartments, villas, tourist villages, camping, guesthouses, self-
catering units
Entertainment: concerts, theatre, sporting events - SEA Games and Tiger Cup, casino
The provision of accommodation, and food and beverage is essential for anyone spending time
away from home in Vietnam or elsewhere, whether it is for business or pleasure and the food and beverage and accommodation sectors are, therefore, the focus of this and its companion texts
Internationally, up to 40% of the money which tourists spend on their visits goes towards their accommodation In Vietnam as elsewhere, the hotel sector is very important as a key component of the tourism industry because it represents a large part of tourism revenue
The Vietnam National Administration of Tourism (VNAT) represents tourism in Vietnam
VNAT is the governmental agency, which exercises the state management function of tourism nationwide
Role of VNAT
VNAT is responsible for all tourist operations and activities throughout the country As the
national tourist authority VNAT is also responsible for: @ regional or provincial tourist authorities
@ some tourism schools
Decree No 94/2003/ND-CP of the Government promulgated on 19/8/2003 stipulated the
functions, tasks, rights and responsibilities and organisational structure of VNAT
According to this decree, the leadership of the VNAT includes the Chairman and several Deputy Chairmen The functional departments of VNAT include:
1 Travel Department 2 Hotel Department
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6 Department of Tourism Legislation 7 Inspectorate
8 Tourism Promotion Department 9 General Affairs Department
Other organisations, which also operate under the direction of VNAT are:
1 Institute for Tourism Development Research
2 Tourism Information Technology Centre
3 Vietnam Tourism Review UisHno | :T 121de42 4 Tourism Newspapers
VNAT is also responsible for three tourism schools, in Hanoi, Vung Tau, and Hue City A fourth
tourism school operates in Ho Chi Minh City under the aegis of Saigon Tourist Corporation
To assist VNAT to exercise its role at the provincial level, there are local Tourism Authorities
VNAT's main activity is to develop and implement policies for tourism development The key objective is to develop tourism into an essential economic industry, attracting visitors to come to Vietnam through its marketing and promotion campaigns, as well as by improving the
quality of tourist products and services
VNAT has a leading role in Vietnamese tourism and performs a range of functions including: Creating tourist and tourist-related law and regulations;
Strategy and planning;
Initiating major projects for tourism programmes and business development;
State government of national tourist complexes (resorts), tourist spots and circuits;
Within its legal jurisdiction, defining investment and construction projects; Promotion and marketing domestically and abroad;
Research and application of advanced technology in tourism;
Instructing and inspecting the implementation of policies and other regulations in the
tourism sector;
Coordinating with other ministries in personnel training and development issues;
State government of travel business, tour guide, accommodation, tourist transport and other businesses;
e Public relations, implementing international agreements, inspecting tourism international projects;
e@ Reporting to the Government, Prime Minister and related authorities
Different Types of Hotels
Trang 16VIETNAM TOURISM CERTIFICATION BOARD ESS = 8 = s 5 = a - 5 ” ° S 2S Oo Size of Hotels
The size of the hotel has a strong influence on the hotel management style, as well as the business operations Usually hotels are distinguished by size: small, medium and large In different countries there are various definitions in terms of hotel size In long-established tourism destinations such as Europe small hotels are very common, for example, in Britain and Ireland the average size of hotel is probably about 30 - 35 rooms In newer tourism locations like Hong Kong and Singapore the average size of property is much larger usually with a minimum
of 150 rooms
In Vietnam currently the VNAT regulation stipulates that for an establishment to qualify as a hotel it must have at least 10 rooms Consequently the hotel sector in Vietnam is made up of a large number of small hotels with an average size of 19 rooms Large hotels are usually joint- venture hotels with foreign ownership, many of which are newly built
In Vietnam and worldwide, there is no official stipulation to define the number of rooms for small, medium and large size hotels Based on management practice and tourism operations in Vietnam and for the purpose of this text, hotels can be classified as following:
e@ Small: with 10 to 40 bedrooms
e@ Medium: with 41 to 150 bedrooms e Large: with over 151 bedrooms IIIIRIHI
However, we must be careful in looking at hotels only in terms of their number of bedrooms
Some smaller properties may do a significant level of non-bedroom business in food and beverage (including banqueting) and, indeed, some hotels are particularly famed for their non- accommodation products One example is the Mandarin Singapore, which is known throughout
that country and beyond for its chicken rice
Hotel Classification or Grading
Hotels are frequently distinguished on the basis of their star rating or classification This may
involve a range of stars from 1* to 5* However, different countries often have different classification or grading systems, as is the case in the United States, which has a "diamond" rating mechanism from one to five diamonds Basically, such ratings are primarily designed to
inform potential customers about the facilities and levels of service, which they can expect from the hotel Grading may also perform other legal functions, such as determining the tax level,
which the hotel must pay (as in Spain)
Classifying hotels is not always easy because of the diversity of the industry Many hotels do not
fit into one, or only one, well-defined category General classification is usually based on
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VIETNAM TOURISM CERTIFICATION BOARD Hos an
In Vietnam, VNAT has developed and issued Hotel Classification Criteria, which are compulsorily applied for all hotels throughout the country As stipulated in Decree No 39/ND-CP of the Government, hotels are divided into two categories:
1 Hotels which meet standard, but not eligible for classification within the 1 to 5 stars system 2 Hotels which meet classification criteria of 1 to 5 stars
The star rating system from 1 to 5 stars is based on: Location and architecture
Facilities and equipment Services and level of service Employee qualification e Cleanliness
The decision to stay in a particular hotel may be influenced by many factors, such as, price,
location, facilities, standard of service etc
Hotel Ownership and Management
Internationally, there are different forms of ownership and management within the hotel industry and some of these are described in this text In Vietnam, there are a number of
different ownership arrangements for hotels, including state-owned, private, joint venture, and
foreign wholly subsidiary company For example, The Majestic Hotel, Ho Chi Minh City, is one of the state-owned 4* properties Most hotels, which are part of international chains in Vietnam, are joint venture businesses with the ownership shared between public bodies and the foreign partner In addition to ownership arrangements there are also hotels, which are operated under a management contract or a part of a franchise agreement - these models are particularly
common in other countries
International Corporate Hotels
These are large chains, which are almost household names in the industry, such as Accor with its Sofitel, Mercure, Novotel and Ibis brands; Hilton; and Holiday Inn The main features of this
type of hotel include standardisation of service, facilities and price They benefit from a global presence, so that guests seek their services wherever they travel Many of the large hotel chains are now represented in the major cities e.g Hanoi Opera Hilton and the recently opened Sheraton hotels in Ho Chi Minh City and Hanoi
Related websites:
Accor Group Hotels: www.accor.com Hilton Hotels: www.hilton.com
Holiday Inn Hotels: www.holiday-inn.com
Sheraton Hotels: www.starwood.com
National Hotel Companies
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Chapter
1:
Tourism
Britain In Vietnam, the closest to a national hotel company are the state owned organisations, which operate a number of hotels, such as Saigon Tourist Corporation Related websites: Days Inn: www.daysinn.com De Vere: www.devere.com Saigon Tourist: www.saigontourist.com
Small Hotel Groups
Not all hotel groups are large or widely dispersed Some companies may own a group of hotels that consist of four to five hotels, and they may be confined to a particular area such as a beach resort or be spread rather more widely in a number of locations Hanoi's Sunway Hotel is part
of the ten properties Allson International Hotels Group with hotels in a number of South East Asia locations Related websites: Sunway Hotel: www.sunway-hotel.com Independent Hotels
There are many hotels in Vietnam and in other countries, which are privately owned or independent of any company, such as Hotel De Syloia, Hanoi Related websites: Hotel De Syloia: www.desyloia.com Hotel Consortia
Often independent hotels form a liaison, which provides them with the advantages of shared
advertising costs, bulk purchasing and referral of bookings The main benefit is in marketing and individual hotels pay an annual fee as well as a percentage of every reservation to the parent organisation The best known international hotel consortium is Best Western, which consists of over 3,000 independent hotels worldwide The Chancery Best Western Saigon belongs to this network Related websites: Best Western: www.bestwestern.com
Target Market or Location
Finally, hotels may be grouped according to either their main business or target market or according to their location These factors also influence the character of the operation and its
management
Business Hotels
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with 24-hour operation), cocktail lounge/bar and possibly a formal dining room Services may
include laundry/valet, a business centre, a health club etc Amenities to guests often include
complimentary newspapers; morning coffee and shoe shine service Tourist Hotels
Tourist hotels focus primarily on the leisure and or tourist market Tourist hotels can differ greatly in size, facilities, standard and price and therefore it is difficult to provide just one description that fits all tourist hotels accurately A tourist may be a high spending traveller who may chose to stay in a 5* hotel such as The Caravelle or alternatively a tourist may fall into the ‘low-budget! category who may select a smaller 3* hotel in a similar location The difference in the hotel will be in the standard and range of services and facilities provided which in turn is reflected in the room rate Tourist hotels may also be located in a wide variety of locations from a city centre property to a rural environment, for example, in or near a national park
Frequently the business in these hotels comes through travel agents, tour operators and airlines although with the increase in use of technology customers can and do source and book hotel accommodation via the Internet
Economy or Budget Properties
These properties exist for the cost conscious client They offer the high quality standardised, but basic accommodation facilities and may or may not offer food and beverage service Budget hotels are frequently located away from city centres and close to major highways or transport interchanges (railway stations, airports) Markets for this type of property include families, budget travellers and tour/conference groups Examples of this type of property, which are common in Europe and elsewhere, would be the Travel Lodges and IBIS Hotels
Suite Hotels
Suite hotels are a relatively new development and offer spacious accommodation, a separate
living room and a basic kitchen facility (kitchenette), within the suite Markets include long- stay clients, holidaymakers and business people This type of hotel is increasingly popular in
large cities where people may be relocating and have not found permanent housing One of the first companies to offer this product in the United States was Embassy Suites In Vietnam, the
Chancery Best Western Saigon markets itself as "Vietnams only all suite hotel" Related websites: Embassy Suites: www.embassysuites.com Serviced Residences
The availability of high quality serviced residences or apartments is increasingly common as a form of accommodation for visitors to Vietnam Serviced residences incorporate a self-
contained accommodation and catering unit much like an apartment with "hotel services"
available, such as, reception and security service, food and beverage facilities, laundry and dry
cleaning, health and fitness centre and other leisure facilities, such as swimming pool, tennis
courts etc The guest apartments are serviced daily and managed like a hotel, allowing the guest to enjoy all the standard services of a hotel "in their own home"
Long-stay guests, such as foreigners working in Vietnam, frequently use these It is also common for business travellers and tourists to stay in an establishment offering these facilities
UISHRO[
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VIETNAM TOURISM CERTIFICATION BOARD
Hos ality Skills
Examples include Somerset Grand Apartments in Hanoi, Orange Court in Vung Tau and
Norfolk Apartments in Ho Chi Minh City Related websites: Somerset Grand Apartments: www.the-ascott.com Resort Hotels
These hotels cater for holidaymakers and may be seasonal or year round operations, depending on the variety of recreational activities available Resort hotels are usually located away from the city, but are easily accessible The range of services and amenities will vary, but resort hotels do tend to be up market Their business cycle is in direct contrast with that of the Airport Hotel in that it tends to be much more predictable - guests check-in and out within a timeframe which is known in advance One of the newest resorts in Vietnam is the VinPearl Resort and Spa in Nha Trang
Casino Hotels
In casino hotels, the rooms and food and beverage operations are functioning primarily to support the gambling facilities These hotels are usually luxurious and offer top name entertainment and shows to attract clients Some of the best-known locations for casino hotels include Las Vegas
in the United States and the Chinese Special Administrative Region, Macau Vietnam has one
establishment in this category, the Do Son Casino in Hai Phong Related websites: Las Vegas Hilton Casino Hotel: www.lv-hilton.com Airport Hotels
Located near an airport, these hotels generate most of their business because of their convenient location for airline travellers The level of service and amenities can vary greatly Markets include airline passengers and crew and business travellers Airport hotels are frequently 24-hour operations with check-in and check-out at all times of the day and night and often cater for unexpected guests because of airline delays Many International airports provide a hotel facility integrated into the airport terminal building, for example, Bangkok's Don Muang International Airport and Singapore's Changi Airport
Key Questions Answered about the Hotel and Tourism Industry
Why is hotel and tourism industry is important to the Vietnamese economy?
@ Generates foreign exchange
Boosts the economy
Creates jobs and provides job security
Generates internal expenditure in local spending, owing to earning a wage Visitors increase sales in shops and other businesses
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EXE ———
What are the various sectors of the hotel and tourism industry? Hotels - large and small
Restaurants and bars Entertainment and leisure
Tour operators - river, road, rail Retail - e.g shops, markets
Sports - e.g golf, water parks Culture - e.g museums, galleries Transport wisuno] :T 4a}dey) Travel agencies
Guides and information services
Finance and insurance
VNAT and other public tourism bodies
What are the grades of hotels found in Vietnam? e 5-star e 4-star e 3-star ® 2-star e i-star
Many hotels are joint ventures between Vietnamese and overseas investors Others are private
and many are state owned
Trang 22E 5 = =I 6 me a " 5 2 ° s = Oo VIETNAM TOURISM CERTIFICATION BOARD = Hospitality Skills
Line Managers, e.g Front Office, Food and Beverage, Executive Chef Supervisors, e.g Head Waiter, Floor Housekeeper
Operatives, e.g Waiter, Barman, Room Attendant, Cleaner, Cook
What are some of the trends in eating and drinking of various nationalities and in the local area? Local food specialities Chinese Japanese European Regional, e.g Malaysian, Indonesian Indian
Visitors and locals like to try various types of food from different countries This also applies to drinks, e.g local speciality cocktails - alcoholic and non-alcoholic
What anxieties might a guest have before arriving at his/her hotel?
Length of their journey Unaccustomed to the climate Transfer problems from airport Foreign exchange
Language problems
Discussion Questions and Activities
In-groups of three, visit about 6 hotels in your city Classify them according to:
@ property size
@ main market type @ star grading
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Hospitality $k ICATION BOARD h _— TA
Chapter 2
Customer Relations
This chapter is subdivided into four sections each detailing a particular topic and we will look at each of these in turn They are:
1 Caring for Customers 2 Customer Expectations 3 Customer Relations in Practice SUOI1E|Joà| 19U101Sn2 :Z 10‡deU2 4 Working in a Culturally Diverse Environment Section 2.1 | Caring for Customers Objectives When you have studied this section, you should be able to:
a State the meaning and explain the concept of hospitality as it relates to your role within the hotel industry
= Identify the benefits of effective customer care for the guest, the employee and the organisation = Explain the concept of quality service Introduction
Good customer care is about creating a sense of well being in our customers, ensuring that their
needs are met, that they know their business is valued and that they matter to us Good
customer care is closely linked to the concept of personal service, which is difficult as it cannot
be weighed or measured
The challenge for people working in the hotel and tourism industry is to meet, as far as possible the needs of all our customers Providing good customer care is essential for survival in this industry
Remember
"He who cares - wins"
The company that cares is the company that will win customer's return business
Trang 242 < = = = o = - 5 E S P=} 5 2 Vv A it 5 2 a S a O VIETNAM TOURISM CERTIFICATION BOARD ———— NKHnmmrmxmrmm Providing Service
Good service means different things to different people and yet we need to anticipate and meet the needs of all our customers Essentially, there are two main types of service - material and personal We need to understand the difference between material and personal service and the importance of both
Material service - is usually something tangible and visible that the customer can easily identify It relates to the quality, quantity, price and timing of food, drink, physical comfort, information and working methods provided by the hotel For example:
e A large selection of breads and pastries in the hotel cake shop e Spotlessly clean toilet facilities in the hotel
Personal service - is, on the other hand, intangible and is about creating a sense of well being in the customer, making them feel welcome and valued, while at the same time ensuring that their needs are looked after Personal service is subjective and will mean different things to different people, depending on how it affects them individually While you may not be able to actually see personal service, you will notice it if it is not there
YOU, the service giver, are the key to providing good personal service This is true whether the
staff member is a Receptionist, a Waiter in the restaurant or the Room Attendant
The key to success in the hotel and tourism industry is to provide a high standard of both material and personal service
Good and Exceptional Service
There is a difference between good and exceptional service Excellent service is about giving people a bit more than they expect YOU, as a staff member, should be able to give something extra It is easy to provide that little bit extra It does not cost us anything and yet there are a
lot of benefits to be gained
Customer Care: The Parties Involved
There are three parties involved in customer care - the customer, the company and the employee and there are benefits to all in providing good customer care The customer is satisfied with the quality service for the amount they have paid, the employees feel good when they have completed a job well and the company will gain reputation and revenue through excellent services
CUSTOMER
CUSTOMER CARE
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Quality Service
There is a need to provide high quality experience, to every customer, every time Quality refers to a product or service, which is delivered to the customer with a degree of excellence, i.e something that customers perceive to be of a very high level
It is important to get it right every time For each task, there will be set standards of politeness
and service
Discussion Questions and Activities
Trang 26VIETNAM TOURISM CERTIFICATION BOARD ao Section 2.2 | Customer Expectations Objectives
When you have studied this section, you should be able to: = Explain the term "customer expectations"
= Explain the difference between a "need" and an "expectation"
= State the reasons why customer expectations require to be anticipated, met and sometimes exceeded Introduction a = s = ma o a > 5 = S 2 3 = ) đi " 5 3 a S = Ọ
As explained in the previous section, good personal service is about creating a sense of well- being in our customers, a feeling that their needs are being met, that their business is valued, that they matter to us Good service will mean different things to different people and the challenge for people working in the hotel and tourism industry is to anticipate and meet as far
as possible the needs of all our customers To achieve this, we need to understand and know
what the customer's expectations are and how they can affect the hotel business as a whole Customer Expectations "Expectation" means something to look forward to or something hoped for
Every customer has a different idea of what they hope to find when staying in a hotel or visiting a restaurant Over the years, hotel customers have come to expect more and as a result hotels need to improve their facilities in order to try to meet these expectations They must predict the type of customer they are hoping to attract and look at the market
Meeting customer expectations often requires upgrading, improving or increasing current
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know their market, e.g holidaymaker, business/ conference, before undertaking any expansion or changing their way of running their business
Furthermore, any attempts to meet customer expectations should not be at the expense of health and safety Cutting corners to save money will not result in meeting expectations, as standards will suffer
Customers expect good quality service at value for money prices They want fast, efficient service from competent staff with a positive attitude Customer Needs "Need" means a 'want', a basic requirement or something essential
There is an important difference between a need and an expectation as far as hotel customers are coricerned A need is what is actually required by the customer, whereas an expectation is a personal view of how the service should be carried out Therefore, gauging customer expectations is a vital factor is anticipating customer needs
Staff may require acting like a psychologist or a "mind reader" to try to get to know exactly what it is that customers really expect to have done for them Staff need to be able to "put themselves in the customers! shoes" and treat the customer the way that they would like to be treated, if they were that customer
Through the anticipation of guest needs, it is possible to exceed their expectations and provide them with that little bit of extra service that makes all the difference to quality of guest experience
Discussion Questions and Activities
1 Do you remember that last time you went into a cafe or restaurant with some friends? What were your needs on this occasion? What were your expectations?
(a) Were your needs and expectations met? If not, explain why
(b) How did not having your needs and /or expectations met make you feel?
Trang 28đ“@& Hospi ° = S 2 = o ae - 5 E 3 3 3 5 U đi C 3 a os a Oo VIETNAM TOURISM CERTIFICATION BOARD ality Sk Section 2.3 | Customer Relations in Practice Objectives
When you have studied this section, you should be able to: = Define the term "customer relations"
= Explain the reasons why good customer relations are vital to the success of the
hospitality industry
= Understand the effects of staff attitudes on customers = Recognise and know how to deal with difficult situations
= Understand the importance of handling compliments and complaints
Introduction
The term "customer relations" refers to social skills or the ability to deal with people well All
staff require both technical skills, i.e "the how to do the job ", and the "people skills" ie "how
to deal with the customers"
However, the idea of offering a quality service should not be confused with the idea of having a quality product It is possible to deliver a poor quality service in a five-star hotel (which is itself a quality product) and conversely, it is also possible to deliver a really good service in a hotel or
restaurant with no star rating
People are the central and key element in the delivery of quality service Even when things go wrong you can still offer the customer a quality service by sorting out the problem promptly, efficiently and courteously
People Skills
These skills are more difficult to identify because, as we have discussed, each customer is
different and has different expectations Some are looking for speed and efficiency, others
respond to a friendly word, others want to be made a fuss of, and others want to be left alone Staff have to learn to identify and be sensitive what the individual customer wants
Some people are naturally good with others However, customer relations skills can be learnt
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Remember
Good customer relations = Good business $$$$
Satisfied customers Recommend, Return and therefore Raise Revenue - "The 4 R's"
In addition, customer relations! skills can also be applied to working with colleagues; for example, improved communication skills with customers can improve communication skills with
colleagues and therefore improve teamwork
Attitudes
Attitudes of staff and attitudes of customers can affect the ways in which staff and customers
communicate and behave towards each other, for example: SU0I1E|9à| 10UIO1Sn2 :Z 19‡de2 @ If the member of staff is rude, then the customer will also be rude and vice versa
@ Only hearing what you want to hear
e@ Danger of jumping to conclusions without the full facts
@ Stereotyping groups of people, e.g rich types of people are difficult customers
Avoidance of Negative Attitudes
Staff should keep an open mind and treat each person as an individual Stereotyping runs the
risk of ignoring needs If a member of staff behaves positively to a customer, the customer is
more likely to be positive in his attitude Pleasantness on the part of the staff will encourage
pleasantness on the part of the customer
It is important to be on the lookout for potentially awkward situations involving customers and
to try to intervene before the situation becomes worse
Responding to Customer Comments
Compliments
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Thank the customer
Take advantage of any sales opportunities
Record and pass on the compliment to the relevant person Tell the customer that the compliment will be passed on Tell the customer that his return is looked forward to
Complaints
Remember that complaints must be handled correctly as they can affect the business! reputation and revenue Customers whose complaints are not handled correctly usually do not
return to the establishment
No matter how good the service and facilities provided, there will always be someone who is not happy and will complain
Remember
"You can please some of the people all of the time, you can please all of the people some of the time However, you will never please all of the people all of the time"
Complaints will occur, but if handled correctly and efficiently, a scowl can be changed into a smile Indeed, the customer may even apologise for bringing the complaint to someone's
attention
Complaint handling will be covered in more detail in Chapter 3
Discussion Questions and Activities
Trang 31VIETNAM TOURISM CERTIFICATION BOARD EXOT == Section 2.4 | Working in a Culturally Diverse Environment Objectives
When you have studied this section, you should be able to: = Explain what is meant by cultural diversity
» Explain the importance of cultural diversity to the hospitality industry
= Identify special needs groups and the different issues you may need to be aware of
Introduction
"Culture" has been defined as the bahits, outlook, education, religion etc, of a particular
group of people Culture is the learned ways of behaviour
"Diversity" has been defined as the inclusion and valuing of all individuals and groups of peoples within society
Diversity can be in terms of language, culture, ethnicity, race, gender, religion, age or physical ability
Understanding cultural diversity therefore must be defined as recognising and valuing these differences within society
Today, different cultures are coming into contact with each other more and more especially in the hospitality and tourism industry because of open markets for travel This is an important reason why an understanding of cultures, other than our own, has become important This understanding will enable us to work in an organisation that accommodates guests from different nationalities
The hospitality industry is therefore a very cosmopolitan and a multi-cultural environment As
such, it is particularly important, to recognise the significance of different cultural, ethnic
values, associated traditions, religious beliefs, customs and language There is a need to be aware of how cultural differences can influence the attitudes and motivations of staff, and their pace of work in dealing with these guests The development of a global business environment has required an increased managerial focus on how to facilitate cross-cultural boundaries between people with diverse cultural backgrounds
An understanding of different cultural characteristics will help in understanding the behaviour of both staff and customers It is important that staff display both cultural self-awareness and cross-cultural awareness and be able to understand cultural diversity in order be an effective team member of a hotel that will deal with culturally diverse guests
Trang 32VIETNAM TOURISM CERTIFICATION BOARD TESS EOS ° E = 5 fey 3 « ge 5 5 5 s Uv A - 3 a s os oO Culture
When it comes to culture the defining of different racial and ethnic groups is a complex and controversial area However, account must clearly be taken of differences in language, gestures and mannerisms
For example the English language is written from left to right but Hebrew is written from right to left, and Chinese is written top to bottom
There are many instances of different cultural gestures and mannerisms For example, when the Dutch point a forefinger to their temples this is likely to be a sign of congratulations for a good idea Elsewhere, the gesture has less complimentary implications In many European countries it is customary to give three or four kisses on the cheek and pulling the head away may be sign of impoliteness When talking to another person, British people tend to look away spasmodically,
but Norwegians tend to look people steadily in the eyes without changing their gaze
In Vietnam the informal and traditional Vietnamese ways of greetings are usually by one person asking a question such as, where are you going? Or have you had your meal? The purpose of these questions is not to gather information, but is just a way of greeting However, in a formal/
office situation, people often shake hands when meeting This cistor was imported from western culture and has become the official way of greeting There is however, some variation
to this greeting When a young person meets an older person or a staff member meets his/her
boss, he/she usually uses two hands when shaking hands to express his/ her respect
The more we learn about, understand and become more sensitive to the different cultures, the better we are able to communicate with diverse groups of people People are motivated by unique and respectful treatment This always impresses guests
Cultural Diversity and the Hospitality Industry
When dealing with guests from culturally diverse backgrounds, it is important to use terminology
that is not offensive when referring to race or ethno-cultural background In order to understand
people better, find out about their ethno-cultural backgrounds
This will help to understand their: greetings, comfort with physical closeness, tolerance of particular gestures, attitude to the opposite sex, etc Treating everyone equally and fairly is important At the same time, you need to anticipate how people feel and behave - while generalisations can be dangerous, they can act as a guide to allowing for differences
Working in an organisation that deals with international guests demands effective systems of communication and attention to interpersonal relationships Understanding and talking about cultural diversity can lead to greater self-confidence in dealing with diverse groups of people It helps us to acquire both the knowledge needed to reduce misunderstandings and inappropriate behaviour and provide the skills for improving relationships between and decreasing prejudices about people from diverse cultures
What does it mean to YOU?
Dealing with guests from many different nationalities can mean many things to the individual,
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Hos ality Skills ữ
Meeting people from different backgrounds brings us strengths because it allows us to tap into different viewpoints and perspectives and leads to greater insights into the services and products we are or should be providing
Working in an organisation with guests from many different backgrounds means being a member of a team that works in an equitable way, where no member or group of members has an advantage or a disadvantage
What does it mean to your hotel?
Maintaining a positive work environment may be difficult when an organisation has to deal with
so many people from so many diverse backgrounds It may seem like the differences are too great and providing a perceived ‘different! service to a lot of different people is impossible However, for a company to be successful in an ever-changing working environment they must accept that awareness of the differences in guest's backgrounds is vital and the hotel can use these differences as assets rather than barriers
Successful organisations can benefit from providing superior service to different guests by creating an organisational environment, which in turn attracts people from other countries to come back to our hotel / country, thus growing tourism A positive attitude to culture diversity
can therefore be a key part of effective marketing and customer care
Different Needs Groups
Part of providing a quality service is acknowledging and understanding the different needs of groups of customers, for example, the business guest versus the holidaymaker The former needs
business services, the latter leisure services There are other guests, who may be less obvious to
you, but who have important special-needs
Trang 34Chapter 2: Customer Relations VIETNAM TOURISM CERTIFICATION BOARD 7 Hospitality Skills
Elderly - older people may want to avoid stairs Some may need more help than others
Children - may need comfort if lost and help to find their parents
Disabled customers - always speak to a disabled person, not at them A disabled person in a wheelchair might need assistance getting into the lift, if there is a lip on the door Visitors from different cultural backgrounds - be careful not to inadvertently offend them Be aware of religious customs
There is a need for sensitivity and professionalism at all times when providing service to these guests Being professionally concerned and noticing things is one of the secrets of success in the hospitality industry Caring is the way you do things and the reason why you do them Remember Do not patronise guests with special needs, but try to anticipate their requirements 1
Discussion Questions and Activities
What cultural difference can you recognise when you compare your own culture to Western cultures?
What practices do you think you could undertake that could help you deal with guests from different countries and nationalities?
The Tourism industry attracts many people from various culturally diverse backgrounds, why do think this is so?
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Chapter 3
Communication Skills
This chapter is subdivided into four sections each detailing a particular topic and we will look at each of these in turn They are:
1 Effective Communication 2 Using the Telephone
3 Handling Customer Complaints 4 Languages Section 3.1 | Effective Communication Objectives
When you have studied this section, you should be able to:
= Identify the main factors involved in effective verbal and written communication with
guests and colleagues
a Choose the appropriate methods of communication
a Identify and understand the barriers to effective communication
Introduction
One of the fundamental skills a hotel worker must have is that of effective communication This applies to both dealing with work colleagues and with customers You will be able to handle all types of situations if you communicate properly
Trang 36Chapter 3: Communication Skills VIETNAM TOURISM CERTIFICATION BOARD Y Skills at Hosp
You are a typical hotel guest Who do you turn to? The first friendly face you see in the hotel - possibly a member of the Front Office team, probably the Receptionist or Concierge
Good evening, Sir How may | assist you?
Working effectively in most of the hotel departments is as much communication as it is technical skills and ability Communication with:
Guests
Other visitors to the hotel
Colleagues within your department and other departments of the hotel Other local services - taxi companies, theatres, airlines, suppliers etc
The Communication Process
Communication is the process by which information is transferred from one person to another It is a two-way process between people at all levels, within all functions and disciplines; it takes place upwards, downwards and sideways Good communication ensures efficiency and success, as well as reducing misunderstandings
Working in a customer contact area, such as Reception or the Restaurant means most of the staff's time will be spent communicating with guests, colleagues in their own department and other departments and with people from outside the hotel
Effective communication is important because it allows us to identify customers! needs and to build a good rapport with them Effective communication skills are the basis of good customer care Contact with guests, and customers, is largely face-to-face, by telephone and by letter Communication skills are wide-ranging and involve the confidence and ability to speak to visitors whether in Vietnamese or in a foreign language, such as English or Japanese Communication may also involve written skills and the use of technology, such as telephones and computers
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\
Methods of Communication
al “Good morning! Laces ane! Gentomen: |
There are many different methods used for communication: Tey woul koto versme van mĩ to Vietnam." @ Oral Communication U0 @ Conversations - in person or by telephone e@ Announcements Speeches Written Communication Letters Fax SIS uoeounuu0D :¢ 421det2 Memos Electronic - Email, Internet Brochures Signs Checklists Non-verbal Communication @ Gestures e@ Posture e Facial expressions Visual Communication Drawings Logos Videos Electronic - via Email or the Internet Displays @ The "ambience"
Note that there may be some overlap in these classifications, where, a video can be visual and audio; and ambience or atmosphere may be also regarded as non-verbal
Communication involves more than just speaking, it also involves listening, tone of voice and body language 90% of all communication is non-verbal and only 10% accounts for what is actually said How it is said is important: the tone of voice and the words used will impact on
the message we want to convey
Today's communication is increasingly influenced by electronic options - Email and the Internet are good examples, but soon we will be talking to computers rather than typing information into
Trang 38Chapter 3: Communication Skills Effective Communication a VIETNAM TOURISM CERTIFICATION BOARD Hospitality Skills
However, communication involves a range of practical skills, which you cannot develop through reading alone It is only through practice, preferably in the workplace, that you will become an
effective communicator
Effective Communication
Communication is the key factor in the relationship between staff and the guest during his stay in the hotel and will also influence the view of the hotel that the guest carries away after leaving the hotel The guest may initiate communication - for example, when he approaches a staff member with a request or question Staff may also initiate communication, when they greet a guest or take an opportunity to inform guests of special services within the hotel and to promote these - for example, a new menu in the restaurant
It is also very important to understand the role which good communication between departments and staff plays in contributing to teamwork and the effective operation of the hotel It also makes a major contribution to ensuring guest satisfaction
Finally, communication with outside bodies is of importance to the hotel - this may involve notifying a local tour company how many guests have booked onto that day's City Tour If such communication does not take place, there can be negative consequences for the hotel Let us look at some possible breakdowns in communication and consider what impact they may have
A guest receives an urgent message from his business asking him to call as soon as possible Reception neglects to pass on this message Asa result, an urgent change in schedule cannot be made and the guest looses important business
Reception and Housekeeping fail to communicate about rooms that require servicing for a tour group, checking in after a long flight Consequently, the group are kept waiting for 3 hours before they can go to their rooms
A request for a wake-up call is incorrectly entered on the wake-up call chart and, as a result,
a guest misses and early morning train connection
oo
"I booked an early morning call but I never got it!"
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Hospitality Skills
Reception staff do not notice a memorandum from the Food and Beverage Manager,
announcing a special Singaporean Food Week in the Restaurant As a result, they direct guests seeking a special night out to a local restaurant instead of to the hotel's facility and thereby losing revenue for the hotel
Reception does not notify the local tour company that the guests joining the City Tour are from Japan and that they will require a Japanese-speaking guide
Any of the above can easily happen in a hotel where communication is not taken seriously All of them can result in dissatisfied customers and a loss of business for the hotel or both
We will now examine how we can use the different communication methods effectively in our work
Verbal or Oral Communication
In oral communication it is important to listen carefully to what is being said and respond clearly Many people are good at talking; far fewer people are effective in listening to exactly what the other person is saying
In hotels, verbal communication is the most important form of communication with guests and so it is important that we get in right
"Straight through the lobby
and turn right, Sir Enjoy your game!"
"Where is the tennis court?"
It is therefore vital that we:
e Listen carefully to what the guest is saying and check that we understand exactly what it is that they require, whether this is a service or information
e Pay particular attention where either you or the other person, or both are speaking a
language that is not your native tongue This can create further confusion It may well be
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e Be discreet in discussing matters with guests in a public place They may not wish their business overheard by other people in the hotel lobby
@ Telephone conversations, while verbal, are very different from face-to-face contact as you cannot see the other person's reaction to what you say You do not have the benefit of reading their non-verbal communication at the same time as hearing what is being said Therefore, it is important to be more careful about what is said over the telephone, especially if you do not know the person you are talking to
Written Communication
Written communication will only be the responsibility of certain departments or jobs, such as, the Receptionist Written communication to and from Front Office, for example, may take any
of the following forms: Letters of enquiries Letters of acknowledgement Letters of complaint Email communications Sales letters @ Memos
With written communication it is essential to convey the message clearly and concisely These are some useful guidelines to be observed to help you achieve effective written communication: e@ Make sure that your message is clear - focus on the real purpose of the communication
and do not add unnecessary information
e Deal with the other person's real concerns - avoid giving a general, non-committal reply, if at all possible
e Date and time of message - when taking telephone messages for guests or other staff It is essential that the date and time be noted so that when the recipient receives the message, they can take this into consideration in preparing to reply
e@ Prompt replies to queries - all written and electronic enquiries must be dealt with as soon as possible as business may otherwise be lost for the hotel
Non-Verbal Communication
There are various means of non-verbal communication
Facial expressions - a smile, a frown
Gestures - movements of hands and body to help explain or emphasise the verbal
message
Body posture - how we stand or sit
Orientation - whether we face the other person or turn away