Ways To Enhance Hotel Guests Departure Experience Training Ppt

Slide 2

This slide illustrates recommendations to provide better departure experience to guests at a hotel. The steps are: Arrange paperwork, greet the customer, ask about the stay, review bill with guest, process payment, ask about other services, thank the customer, and report back.

Instructor’s Notes:

Strategies to enhance guests’ departure experience are:

Arrange Paperwork:

• Front desk should have data on guests due for check out and must arrange their paperwork in advance
• Then, check-out forms must be sent to appropriate rooms

Greet the Customer:

• Always greet the guest, making eye contact, and always call them by their names
• Ask if they have decided to check out and ask for the checkout form
• Take the form and review the accuracy and ask for room keys to be given back before departure
• Complete the check-out formalities in case the customer has not filled the checkout form

Ask About the Stay:

• Ask the guests about their stay in the hotel and when will they return to the area again
• In case their next visit is close, then ask if the guest wants to make advance reservation with your hotel
• In case they want to visit someplace and the same hotel has their chain in those areas, then the staff must offer to help them make a reservation

Review Bill with Guest:

• Converse with the guest while printing the final bills and review the charges
• Ask staff to review room services like phone, mini bar, etc.
• In case of any discrepancy, ask the guest about the disputed item and tell them that the hotel staff will look into it immediately
• If there is no discrepancy, then refer the bill to the supervisor 

Process Payment:

Ask About other Services:

Thank the Customer:

• Thank the guest for their stay in the hotel and ask if there is anything they should have done to improve their stay
• Give guests a survey form and guide them to the online review page

Report Back:

Slide 3

This slide highlights the recommendations to enhance guests’ departure experience by arranging paperwork in advance.

Slide 4

This slide showcases the recommendations to enhance guests’ departure experience by greeting the customer during checkout.

Slide 5

This slide covers the recommendations to enhance guests’ departure experience by asking about the stay and when they will visit again.

Slide 6

This slide showcases the recommendations to enhance guests’ departure experience by reviewing bill with guest.

Slide 7

This slide covers the recommendations to enhance guests’ departure experience by processing payment.

Slide 8

This slide showcases the recommendations to enhance guests’ departure experience by asking about any other services required such as transportation or luggage store.

Slide 9

This slide showcases the recommendations to enhance guests’ departure experience by thanking the customer for their visit.

Slide 10

This slide highlights the recommendations to enhance guests’ departure experience by reporting any complaint to supervisor and future reservation to booking department.