Hotel Industry Forums

We have to proactive and extra mile of customer focus.
Suggestion: We have to establish some guidelines for communication and planning between Sales and marketing and customer services team. For every that stays at our hotel, we setting up what we call " a group folder". Each contains pertinent information for that particular group. The sales teams whoes booked the group gathers and supplies the information. We feel that group folder keep everyone involved, organised and informed. From the sales department, to customers services team. Each folder contains a breakdown of the group's needs. we include the group's schedule, a rooming list complete with guest names, room assignments, and any data related to billing instruction or payment method. The folder also includes information about the group's food & beverages needs.

Measures: We held forecast meetings every week at which we discuss the group that will be staying at our hotel. A cross section of staff attend these meetings, including Sales manager, Customer services manager, F&B manager, and reservationist. The sales department presents any group folder at this time. Afterward, the group folders are taken to the front office area where we are discussed in full with customer services team. We keep all group folder at the fron desk in a parminent location that can be easily accessed by customer services team. This speeds grouip check-in and other we can provide all the information they need. Whenever possible,the Sales manager who booked the group comes down to the front desk or lobby to greet the group at registration. At check-out, customer services team inquire about how everything went with their stay with us. If there are any last-minute questions pertaining to the group, we can refer to the information inside the group folders.
After groups have left, we gather the group folders and bring them to our sales forecast meeting. We review at the groups from the previous week to discuss how their stays went well and if there were any problems that could be corrected for their next visit. The sales team make follow-up calls to the group co-ordinators to inquire about their stay and possibly to obtain future business during the clients' next visit to our hotel.

Contribution: We've found the guests feel like VIPs when attend so thooughly to the details and needs of their group. Our employees, too, become accurately aware of the critical role they play - which can boost their self-esteem. Generally speaking, our customer services smooter when our employees know all the details in advance.

Above I mentioned of my segmentation from my experiences and it may sounds like your ideas.

Thank you for your kind share to us.

With kind regards,

Honey Thazin Aung
Director of Human Resources
Dusit Inya Lake Resort, 37 Kaba Aye Pagoda Road,Yangon, Myanmar
Phone +95 (1) 662866| Fax +95 (1) 665537| E-mail honey.ta@dusit.com|
www.dusit.com or www.globalhotelalliance.com

2007-11-21 Honey Thazin Aung