En güncel seyahat bilgileri, analizler ve uzman görüşleriyle gelişmelerden haberdar olun.
Yaptığınız harika işleri öne çıkarmanın yanı sıra, işletmenizle alakalı en güncel Booking.com gelişmeleri.
En iyi ipuçları ve tavsiyeler için diğer Booking.com ortaklarıyla online olarak etkileşime geçin
İş hedefiniz her ne olursa olsun, çözümlerimiz Booking.com'da başarıya ulaşmanıza yardımcı olabilir.
Ortak Yardımında tesisinizi ve Booking.com extranetinizi nasıl yöneteceğinizi öğrenin. Makalelerimiz ortaklarımızın en çok sordukları soruları yanıtlıyor.
While general customer service routine (smile, welcome, surprise presents, being positive, solving problems) is mandatory, it is also very important to evaluate your guests.
While you should assume that all your guests are nice, positive people of course, also keep in mind the probability that some might cause trouble, and try your best to identify potential trouble makers and type of problems they might cause.
Like this gentleman seems like heavy drinker-so keep an eye on him to prevent any problems which too much alcohol causes.
Or certain lady is dressed to light and pays too much attention to someones else's husband. Not your business of course, but keep in mind that someone in this triangle might explode and you or your staff member needs to be there in no time to calm flaming passions.
Same goes to criminal like individuals, football fans, over-zealot religious people, mothers with young babies, people who bring big animals, etc etc.
It is counter productive to try to block them from entry of make them feel unwelcome, but keep your eyes open
Always take the ID, and preferably address of the guest.
If you aren't charging deposits, then go after the guests.who made a damage, and bill them for it.
If you have their credit card number, it is easy(juts make sure they sign a form at check in, so they agree to refund damages if they cause any)
If not send a bill by the post, with your bank info, and keep pressing, including hiring debt collector if they ignore your letters.
Of course success depends on the counrty. If guests are from outside EU it is smaller chance, but with Northern Europeans you have a strong chance of getting refund.
About early breakfast requiest.
If someone asks for a breakfast for lest say 4 am, simpky explain that your kitchen starts at 8(or 6 depending on your schedule), and offer the meal package to be delivered at his or her room at the evening instead.
If you room does not have water boiler and tea/coffee packages for guests, offer it too.
Usual meal options for such guests are nuts, pastry, packed sandwich(if room has a fridge) fuit, usially apple and banana and yougurt(again if room has a fridge)
They eat it when they want and are usially leaving happy
Few breakfast tips.
Create two type of rates, with, and without breakfast.
People who don't order breakfast should order from the menu, people who order room with breakfast scheme get standard breakfast.
As for the food itself.
Most items at your menu are kind of risky because they can range from great to terrible depending on how you cook them.
Omelets are especially tricky: if you offer it, make sure you know what good omelet is; and that you arent simply offering cooked scrambled eggs instead of real omelet
Cereals and oatmeal's on other hand is a good choice because they are quite standard, but dont offer guests cheapest cereal from local store, be a bit innovative.
Bread and cold platter can be great or terrible, depending on what you offer. If you have a possibility always offer the production of local bakery and local organic meat store, and avoid the supermarket bread and ham on the plate.
Are you providing toast and /or french toast? If not, you are behind most hotels.
Always consider vegan, vegetarian, gluten free and lactose free options, also something for Jewish and Muslim visitors.
Last note-your menu is very short on fresh fruit, vegetables and yogurts.
Once you consider it, you are all set.
I dont thing juts sending fine print and inssit they open it helps.
Recently we began printing out our rules, and asking that guests sign it before check in. They also receive a copy.
2/3 of people don't bother to read what they sign(if I would be a pranker, I would give them a paper saying that they agree to become my sexual slaves).
Own copy of rules goes to the trash can instantly after they check into their rooms.
I presume rules are different from region o the region.
Considering that you are using French terminology, what country are you talking about ?
Best way to deal with a damage is taking the security deposit. If you choose not to, because you want more bookings, then you are on your own.
We have done it, but encountered a problem. We were giving guests the present-bottle of vine and chocolades. Some guests wrote about this in their reviews, and since it became an obligation-if guest does not receive free vine and chocolate, they complain.Another aspect is keeping actual profit up-for example we would gladly provide room service for free, but we can economically support this.