Kenapa Pangalaman Amat Penting Untuk Bekerja Di Dalam Bidang Layanan Hotel- Front Desk


Hotelier Advisor

Untuk pengetahuan secara lebih lanjut kita ambil contoh sjawatan sebagai Duty Manager:
Selalu terjadi dalam bidang perhotelan ialah salah ambil pekerja sebagai memegang jawatan "Duty Manager"
Hotelier Advisor
Photo Credit: vesty.co

  • iaitu tidak pandai atau cukup pengalaman untuk; menanggani masalah "customer" serta tidak tahu melayan staf bawahan.
  • Duty Manager bukan untuk menggunakan kuasanya untuk mengarah atau  menyuruh staff bawahan akur dengan cadangannya, kerana dalam perhotelan arahan bukan jalan untuk menyampaikan layanan yang baik.
  • Duty Manager seharusnya mendidik staff bawahan atau memberi petunjuk, tetapi bagaimana jika Duty Manager sendiri tidak pandai? dengan kata lain tiada pengalaman;
Sebagai contoh: "Customer approach counter" dan tiada booking dalam hotel system! dan dia (Duty Manager) terus ke bilik Reservation memarahai reservation staff kerana tidak buat booking sedang "kata guest, booking telah dibuat seminggu yang lalu.

Dalam kontek ini jelas sekali Duty Manager amat bodoh dan tidak tahu, cara cara atau trick untuk "tackle guest" terlebih dahulu. Dia "Duty Manager" hanya mendengar kata kata pelanggan dan biarkan pelanggan "control"?  No!!!! Duty Manager harus "control" pelanggan dan bukan pelanggan control staff. (kita akan bincangkan masalah control nanti)

Apa yang perlu dibuat oleh Duty Manager ialah, double check jika booking telah dibuat tersalah date?
Jika tak ada lansung nama pelanggan dalam rekod maka Duty Manager harus bertanya pelanggan, "Dari mana booking dibuat? samada dari internet (OTA) atau Travel Agency. Dan HARUS meminta booking confirmation jika booking dibuat dari Internet, atau Travel Agency. Maka disitu kita dapat tahu, samada pelanggan telah membuat booking seminggu yang lalu atau baru "Last Minute Booking?"

Perlu dingat bukan semua booking akan direrima melalui email reservation, so Duty Manager harus faham konsep " Server & Technical" dan bukan menuju ke bilik Reservation dengan kata kata yang kasar atau memarahi stafff Reservation dan berkata "kenapa tak buat booking?" !!  Ia masalah ini terjadi.

Maka apabila masalah ini berlaku, ia akan terjadi satu "komplot" iaitu tidak menyenangi antara satu sama lain, jadi kenapa Haru "HIRE" seorang DUTY MANAGER" seperti ini?

Perlu diingat jika booking dibuat dari Travel Agency, "THERE NO SUCH THING BOOKING NOT COMPLY IN HOTEL RECORD" kerana jika Travel Agency tidak terima "confirmation number dari hotel, ia (Travel Agency" akan tidak henti henti mengutus email atau telefon untuk meminta "hotel confirmation number" so there no such thing booking not create by Reservation.

So! Duty Manager" telah dipermainkan oleh pelanggan secara "controlling action" by guest.

 
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