Hotel types
Hotel
Most common type of accommodation in the industry. Offers overnight lodging, meals and other services.
Front desk/ Concierge
Responsible for various aspects of customer service. Includes greeting guests, check in, payment collection, and answering questions.
How to greet customers
" Hello, my name is (Name here), How can I assist you?"
"Hello, Good (Morning/Afternoon). Will you be checking in today?"
"Welcome, What brings you in today?"
"Welcome to (Hotel name) How can I help you?"
"Hello, Would you like my assistance?"
Skills need to work in customer service
Money skills, computer skills and reading skills.
Regular cohort class hours
3-6 pm
Motel
Mainly for motorist and located near major highways.
Food service
Typical activities may include food prep, kitchen cleaning, washing cutlery and dishes, table setting, and assisting chefs with various tasks.
Arrange repairs with
Resolve outstanding balances
Check out
Students are expected to arrive at class on time, based on their need to complete
75 hours of class training
Bed and Breakfast
Small establishment, private homes with less rooms.
Room service
Core responsibility is to provide service to guests in their rooms: speaking with guests over the phone, taking orders, and bringing them food, drinks, etc.
Solve
Problems, requests and complaints
Guests needs always come
First
Tardiness is defined as being more than
15 minutes late
Inns
Smaller than hoteln usually provides breakfast and dinner. Provides temporary accommodations.
Bell hop
Transports luggage to guests' rooms.
Process
Check ins, check outs and payments
Don'ts of customer service
Yell at customers, curse, use violence, ignore, complain, chew gum when speaking to guests
If a student is unable to come to the CSVT Hospitality training
they must notify their staff no later than 2 hours before their scheduled class start time.
Resorts
Commercial establishment. Consist of a hotel and a variety of onsite amenities including restaurants, bars, entertainment, recreations and shops.
House keeping
Maintains cleanliness around hotel’s common spaces and in rooms. Includes washing linens, restocking rooms for new guests, etc.
Bill for
Accommodations and additional charges
Do's of customer service
Answer politely, apologize for inconvenience, good eye contact, speaks clearly, use guest name
If a student is unable to come to class due to illness
they must provide a doctor's note upon returning to class.