Guest Arrival Standard Operating Procedure

Hotel-front-guest-entrance

Hotel guests can get a warm feeling from something simple like a smile from the doorman. The question is; “how can you inject the “WOW” factor into a welcome that makes your hotel stand out […]

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Procedure for Receiving Raw Materials

Storekeeper-in-his-office

Hospitality establishments have adopted procedures that govern the receiving process of raw materials or inputs in the organization. There are no specific laws that govern this process, especially in the private sector. However, in public […]

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Hotel Reservations Standard Operating Procedure

Hotel-reservation-staff-on-duty

Ensuring that the front office has clear and consistent reservation procedures is one of the best ways to increase a hotel’s efficiency. Reservations are the most reliable revenue stream for hotels, and they affect everything […]

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Managing Service Process in Hotels

Managing service process in hotels

Ultimately one thing really matters in the service encounter – “the customer’s perceptions of what occurred” Processes are the architecture of services. They describe the method and sequence in which service operating systems work and […]

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Enhancing Customer Satisfaction in Hotels

guests-being-served-at-hotel-terrace-restaurant

Customers are the main reason for being in any business. As an entrepreneur, you must devise ways in which you would like customers to feel when they visit your establishment. Remember that, the first impression […]

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Standard Communication Procedure

conference-participants-in-group-discussion

What is communication? Communication is the process of sharing information in a simplistic form that is from the sender to the receiver and getting feedback. Why do we communicate? We communicate to – Enhance relationships […]

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Up-Selling and Cross-Selling Process

a-waiter-promoting-hotel-products

Up-selling and Cross-selling is a common term that is used in the hospitality industry to refer to the act of promoting products to customers. It emanates from a simple word “SELLING” Selling Selling simply means […]

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Customer Service Standard Procedure

call-center

“There is only one boss in a business – the Customer! And he can fire everybody in the company from the chairman to the staff, simply by spending his money elsewhere. (Sam Walton – Founder […]

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