Unit 3

Dealing with customer enquiries

A front desk receptionist needs to have excellent customer service skills. Customer service means meeting your customers’ needs and expectations and, in result, making your customers as happy and comfortable as possible. The importance of customer service is undeniable. Most customers evaluate their satisfaction from services according to their customer experience. They look for fast answers to any questions they may have and solutions to any problems that might occur during their stay at a hotel. Good front desk staff tries not only to fulfill the needs of their guests but to provide them with hotel experience that exceeds their expectations. Receptionists have to know all the facilities and services the hotel offers so that they can answer any enquiry about hotel services. Another way to improve customer service is anticipating customers’ needs according to the type of hotel guests such as businesspeople, family, guests with disabilities, young people, VIPs and so on. The hotel staff have to address the unique needs of specific guests. 

“No detail is too small, and no request is too big if it is meant to satisfying a customer”

César Ritz

Hotel services

• 24-hour room service – gives opportunity to order food in room
• 24-hour front desk
• Catering services
• Concierge service 
• Valet services
• Car rental services
• Courier services
• Laundry service 
• Dry cleaning service          
• Ironing service
• Massages
• Excursions and guided tours
• Ticket service
• Transfer services/ Airport shuttle
• Turndown service
• Hairdresser’s 
• Express checkout
• Currency exchange
• Car rental desk
• Babysitting service 
• Children’s animation
• Doctor on call

Conversation with a businessperson (a telephone call)

Receptionist: A                    Mr. Beverton: B 

A: Hello, good morning! Astra Hotel, Anna speaking.

B: Hello. This is Mr. Beverton. I’m calling from room 321. Our company is planning a team building event next month, so I’d like some information about the conference facilities at your hotel for arranging this event in the near future. I’m particularly looking for a room seating up to 70 people to hold a series of activities including a company presentation, a strategy-building workshop, and an ideation session. 

A: Yes, we can do this for you, Sir. Our conference rooms have seating capacity of up to 80 people and a fast Wi-Fi connection, independently controlled house lights, natural light, and individually controlled air-conditioning. We also have the latest audio-visual equipment including multimedia projectors, lectern, P.A. system, laser pointer, flipchart, LCD televisions and a built-in sound system. Arrangements can be made for a data projector, video projector, multiple slideshows and more. Do you need a conference pack with full details of all the conference facilities?

B: Yes, indeed. In fact, that would be quite useful, thank you.

A: Sure, we’ll send you one right away, Mr. Beverton.

B: That would be great, thank you. Another thing – would you be able to provide catering service for lunch on the day of the event?

A: Yes, this could be arranged with our buffet restaurant on the ground floor next to the meeting rooms and conference halls. We can either organize a delivery for you or coupons which all the conference members could use between noon and 2 pm, which is our standard lunch time at the restaurant.

B: That fits our needs, thank you. I’d also like to know if you have a spa center here.

A: Yes, along with our indoor swimming pool we offer our guests a sauna, steam room, salt room and a wide range of massages. 

B: Right, and one last thing we’re also interested in outdoor activities such as day trips or walking tours of the area. 

A: Our animation team organizes a great variety of activities for our guests. We’ll send you a sample of a week's program along with our conference pack and you can choose the ones which best fit the needs of your team.

B: Thank you very much. This was quite useful – I really appreciate it.

A: My pleasure. Have a lovely rest of your day, Mr. Beverton.

Receptionist: A                    Mrs.Taylor: B

A: Good morning, Madam. How can I help you? 

B: Good morning. I’m Ann Taylor from the adjoining rooms 211 and 212. My husband and I are staying here with our two children for four nights. Could you please tell me what type of children activities are available at the hotel premises?

A: Sure! We have a lot of attractions and facilities for children. The pool area of our spa includes a heated indoor panoramic pool, jacuzzi and children's pool. There is an outdoor terrace for relaxation and sunbathing with deckchairs and sun umbrellas.

B: Oh, that’s lovely. And what about the restaurant? Do you have a menu catered for children?

A: Yes, of course. The menu includes a lot of options for children. Breakfast is a buffet. There are different children’s menus for both lunch and dinner. The restaurant is on the ground floor. There is also a play area for children, which is next to the dining area.

B: Thank you. Also, we have a wedding anniversary and would like to spend a romantic evening out together. I was wondering if you perhaps offer a babysitting service, too?

A: Congratulations on your anniversary! Yes, we do offer nanny services. You need to book her at least one day in advance. You could also spend more free time with your husband because our team of animators offers children’s activities which last for two hours each. Here is this week’s program. You can choose from a great variety of games and activities. Your children could also pay a visit to our small zoo area. They might enjoy meeting our animals. Is there anything else I can do for you?

B: Yes. Could you please give me information about your laundry service? I have some clothes which need to be washed. 

A: There’s a laundry form along with a bag in your room. Please, fill it out and put it together with the clothes into the bag and the room attendant will come and pick it up.

B: How long will it take to have my clothes back?

A: The laundry will be returned to you tomorrow at noon. Is that all right?

B: Yes, that’s fine.

A: May I send someone to pick up your laundry in 10 minutes, Mrs. Taylor?

B: Yes, it sounds good, thank you.

A: My pleasure. Have a nice day.

Receptionist: A                    Mr. Davies: B 

…

B: When we made a reservation, we requested a room with wheelchair access.

A: Yes. I’ve got your room request here, Mr. Davies. Your room is accessible and is fitted with handrails in the bathroom, as well as a roll-in shower and emergency assistance button located in the bathroom. If there’s a problem with your room, please, don’t hesitate to reach out.

B: Thank you. Also, I’d like to have dinner soon. Is there an access to the restaurant?

A: Of course! There is a ramp down to the restaurant. You can also use the lift to all floors.

B: OK, brilliant.

A: Is there anything else I can do for you today?

B: Yes, I still haven’t got used to the time difference. Could you please wake me up at 7 am tomorrow?

A: Yes, Sir. I’ll tell the operator to wake you up at 7 tomorrow morning. 

B: Thank you.

A: You’re welcome. Have a great rest of your stay.

• Listen actively to your customer
• Don’t interrupt your customer
• Ask questions to identify your customer’s needs
• Try to anticipate your customer’s needs
• Offer the most suitable services and satisfactory solutions