![\"bigstock-businessman-check-in-at-hotel-120122864\"](\"https://www.seebtm.com/wp-content/uploads/bigstock-businessman-check-in-at-hotel-120122864.jpg\")
This includes reservations, sales, housekeeping, as well as concierge services. It\u2019s practically all employees in the lobby and at the reception, while we should also add the staff in hotel bars and restaurants, as well as at wellness centers.
\nThe front office, of course, pertains most to the reception, where guests and visitors are welcomed, their needs understood, where necessary information are provided, reserva\u00adtions are made, and the like, but all of the above tasks together affect the efficiency and functioning of the front office of the hotel.
\nWhy is the front office important?
\nThe front office is responsible for everything that we first experience at the hotel.
\nThe access and entrance to the hotel, the reception at the front desk, carrying of luggage, arrival and entry to the rooms…
\nResolving potential questions or problems of the guests in connection with the room or the hotel, the attitude and service of the waiters in the bar or restaurant… Every\u00adthing leaves an impression and creates the final image. Literally everything is important. Every em\u00adployee at the hotel with whom the guest has any communication influ\u00adences the creation of the general impression and the feeling that the guest carries with him or her.
The guest is very often unaware of the process of creating an impres\u00adsion, but in the end, the sum of everything affects the satisfaction, recommendations, and repeat visits.
\n\nThe road to a satisfied customer and guest is paved with emotions
\nJust as the process of shopping is mainly based on emotion, so a stay in a hotel, restaurant or another service area, is in fact laced with emotion.
\nMost guests and participants of an event are very sensitive to how they are welcomed, or how they\u2019re treated by the organizers, but also by the staff that directly serves them or provides them with neces\u00adsary information. In short, they are sensitive to how they all affect the way they feel.
\nEveryone wants to feel special. Everyone wants his or her presence to matter. To have their wishes or demands accepted with\u00a0understan\u00adding and filled with satisfaction.
Everyone feels good when their opinion and presence are valued. Everyone will want to come back to where they felt good.
\nThis is the key to success and the need for adequate employees who make up a good front office.Tourism is generally based on awakening and satisfying various kinds of emotions.
\nSuccess, acceptance, understand\u00ading, attention, these are just some of the feelings that initiate going to a restaurant or staying in a hotel. The job of a good front office is to contribute to the experience of these emotions.
Of course, this does not mean that guest satisfaction and the success of an event depend only on the front office.\u00a0A lot of factors contribute to this, starting from the front office communication with senior manage\u00adment, flexibility of management, flexibility of the customer, organiza\u00adtion and detailed description of the expectations and needs of guests to the hotel itself and its amenities and microlocation. It can even depend on weather conditions.
\nWhat is the front office responsible for?
\nGuest satisfaction or success of an event, as we said, depends not only on the front office.\u00a0However, the fact is that the front office is responsible for the first, initial communication between the guest and the hotel, when services are possibly being sold or reservations made.\u00a0The fact is that the front office is also responsible for the first impres\u00adsion when guests or groups come to\u00a0the hotel. The speed and efficiency of check\u00ad in\u00a0and friendly provision of required information to every guest inspires confidence and security.
\nAs well as resolving concerns, meeting them halfway in solving in\u00addividual problems or possible misunderstandings during their stay.
\nIn addition, the front office is also responsible for that last impression when the customer pays the bill and leaves.
It\u2019s 15 times easier to sell to an existing satisfied customer than to bring in a new one.
\nWarmth, professionalism, and co\u00adurtesy certainly contribute to the guest leaving with a smile on his or her face and thinking about coming again or recommending the place.
\nAnother role of the front office is to be a good filter of information to the back office, so that they can communicate with each other and function as a whole, and this is the only way that the system can work properly.
What are the specific tasks at the front office?
\nIn hotel management, to name a few, the front desk compiles guest lists, conducts check \u00adins and check \u00adouts, and then forwards all these \u00a0information to other sales depart\u00adments, as well as to the depart\u00adments of housekeeping.
They schedule meetings with man\u00adagement (if necessary), sort and respond to emails, answer phone calls. They issue and charge bills. They resolve complaints, provide information. And all other tasks that are aimed to satisfy the customer and adhere to the hotel\u2019s policy and rules.\u00a0It is clear that the front office is the face and voice of the hotel.
\nWith their appearance, attitude, manners, knowledge, willingness and ability to help, they reflect the image of the entire company and that is why they play an important role in its presentation and busi\u00adness.
The post At the End, Who is Responsible for a (Dis)Satisfied Customer? appeared first on SEE Business travel & meetings magazine.
\n", "content_text": "The front office at a hotel includes employees and units with whom the guest or customer has the first contact, communication, and information exchange.\nThis includes reservations, sales, housekeeping, as well as concierge services. It\u2019s practically all employees in the lobby and at the reception, while we should also add the staff in hotel bars and restaurants, as well as at wellness centers.\nThe front office, of course, pertains most to the reception, where guests and visitors are welcomed, their needs understood, where necessary information are provided, reserva\u00adtions are made, and the like, but all of the above tasks together affect the efficiency and functioning of the front office of the hotel.\nWhy is the front office important?\nThe front office is responsible for everything that we first experience at the hotel.\nThe access and entrance to the hotel, the reception at the front desk, carrying of luggage, arrival and entry to the rooms…\nResolving potential questions or problems of the guests in connection with the room or the hotel, the attitude and service of the waiters in the bar or restaurant… Every\u00adthing leaves an impression and creates the final image. Literally everything is important. Every em\u00adployee at the hotel with whom the guest has any communication influ\u00adences the creation of the general impression and the feeling that the guest carries with him or her.\nThe guest is very often unaware of the process of creating an impres\u00adsion, but in the end, the sum of everything affects the satisfaction, recommendations, and repeat visits.\nEveryone will want to come back to where they felt good. This is the key to success and the need for adequate employees who make up a good front office.\nThe road to a satisfied customer and guest is paved with emotions\nJust as the process of shopping is mainly based on emotion, so a stay in a hotel, restaurant or another service area, is in fact laced with emotion.\nMost guests and participants of an event are very sensitive to how they are welcomed, or how they\u2019re treated by the organizers, but also by the staff that directly serves them or provides them with neces\u00adsary information. In short, they are sensitive to how they all affect the way they feel.\nEveryone wants to feel special. Everyone wants his or her presence to matter. To have their wishes or demands accepted with\u00a0understan\u00adding and filled with satisfaction.\nEveryone feels good when their opinion and presence are valued. Everyone will want to come back to where they felt good.\nThis is the key to success and the need for adequate employees who make up a good front office.Tourism is generally based on awakening and satisfying various kinds of emotions.\nSuccess, acceptance, understand\u00ading, attention, these are just some of the feelings that initiate going to a restaurant or staying in a hotel. The job of a good front office is to contribute to the experience of these emotions.\n\nOf course, this does not mean that guest satisfaction and the success of an event depend only on the front office.\u00a0A lot of factors contribute to this, starting from the front office communication with senior manage\u00adment, flexibility of management, flexibility of the customer, organiza\u00adtion and detailed description of the expectations and needs of guests to the hotel itself and its amenities and microlocation. It can even depend on weather conditions.\nWhat is the front office responsible for?\nGuest satisfaction or success of an event, as we said, depends not only on the front office.\u00a0However, the fact is that the front office is responsible for the first, initial communication between the guest and the hotel, when services are possibly being sold or reservations made.\u00a0The fact is that the front office is also responsible for the first impres\u00adsion when guests or groups come to\u00a0the hotel. The speed and efficiency of check\u00ad in\u00a0and friendly provision of required information to every guest inspires confidence and security.\nAs well as resolving concerns, meeting them halfway in solving in\u00addividual problems or possible misunderstandings during their stay.\nIn addition, the front office is also responsible for that last impression when the customer pays the bill and leaves.\nIt\u2019s 15 times easier to sell to an existing satisfied customer than to bring in a new one.\nWarmth, professionalism, and co\u00adurtesy certainly contribute to the guest leaving with a smile on his or her face and thinking about coming again or recommending the place.\nAnother role of the front office is to be a good filter of information to the back office, so that they can communicate with each other and function as a whole, and this is the only way that the system can work properly.\nWhat are the specific tasks at the front office?\nIn hotel management, to name a few, the front desk compiles guest lists, conducts check \u00adins and check \u00adouts, and then forwards all these \u00a0information to other sales depart\u00adments, as well as to the depart\u00adments of housekeeping.\nThey schedule meetings with man\u00adagement (if necessary), sort and respond to emails, answer phone calls. They issue and charge bills. They resolve complaints, provide information. And all other tasks that are aimed to satisfy the customer and adhere to the hotel\u2019s policy and rules.\u00a0It is clear that the front office is the face and voice of the hotel.\nWith their appearance, attitude, manners, knowledge, willingness and ability to help, they reflect the image of the entire company and that is why they play an important role in its presentation and busi\u00adness.\nThe post At the End, Who is Responsible for a (Dis)Satisfied Customer? appeared first on SEE Business travel & meetings magazine.", "date_published": "2016-10-24T14:39:27+02:00", "date_modified": "2017-12-13T16:24:20+01:00", "author": { "name": "Miona Milic", "url": "https://www.seebtm.com/en/author/miona/", "avatar": "https://www.seebtm.com/wp-content/uploads/IMG-20240224-WA0003-e1728981138373.jpg" }, "image": "https://www.seebtm.com/wp-content/uploads/bigstock-Waiter-staff-team-serving-brea-124910468.jpg", "tags": [ "CRM", "customer relationship", "satisfied client", "Hot topics" ] }, { "id": "https://www.seebtm.com/en/a-satisfied-client-a-companys-greatest-success/", "url": "https://www.seebtm.com/en/a-satisfied-client-a-companys-greatest-success/", "title": "A Satisfied Client \u2013 A Company\u2019s Greatest Success", "content_html": "![\"Best](\"https://www.seebtm.com/wp-content/uploads/Best-service.jpg\" "\\"Best")
Just \u201cgood service\u201d isn\u2019t enough anymore. Good service simply means that you will do what you promised to do, in the way you promised to do it, and under the terms, within the time frames, and for the price that you agreed to.
Besides this, the service has to provide something that\u2019s not expected and that can be achieved through details, additional perks, things that don\u2019t have to be pricey for the service provider but can create additional value.
\nThe details are what makes the difference and lets the buyer know that we appreciate his trust.
\nGive your buyers more than they expect. If you do that, they will keep coming back. Give them what they want \u2013 and a little extra. Make them feel appreciated. Pull out the good but don\u2019t forget to learn from your mistakes. Stand behind everything you do. Sometimes a simple apology is enough to make an awkward situation better.
\nOne thing to keep in mind is that client satisfaction has to do with emotions rather than being based on proof and facts. Actually, both aspects are important and will affect a client\u2019s general impression. Needless to say, that ratio of rational versus emotional depends on the type of service or product offered.
\nFor instance, where medication is concerned, we will be more impressed by evidence that a certain type of medicine is suitable and will heal an ailment, whereas in the choice of a beauty product we will often be drawn by the appearance of its packaging or by the advertisement telling us things about it that we want to believe.
\n![\"A](\"https://www.seebtm.com/wp-content/uploads/A-satisfied-client-a-companys-greatest-succes.jpg\" "\\"A")
When we speak of satisfaction with any service, the vital factors are of an emotional and personal nature and require a psychological, individual approach to the clients that will satisfy their needs and, obviously, their ego.
\nWhy is client satisfaction important?
\n–\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 The client remains loyal to the company
\n–\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 The client gets more attached to the company
\n–\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 The client recommends the company\u2019s products or services to others
\n–\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 The client is less sensitive to price changes
\nNow that we have established that client satisfaction is vital in any business, how will we determine whether our clients are satisfied? Much better than engaging the services of an astrologer or spending hours brainstorming with coworkers is simply to ask them.
\nWe can do that face to face, by phone, e-mail, or by sending questionnaires about client satisfaction. Of course, we should take care never to spam them and to always inquire whether they have time and whether they are willing to answer a few questions about how satisfied they are with a certain service received or product they have purchased.
\n![\"Have](\"https://www.seebtm.com/wp-content/uploads/Have-goals-make-efforts-get-results-feel-good.jpg\" "\\"Have")
The best time to inquire about client satisfaction is when the client\u2019s impressions are still fresh. A questionnaire coming long after the event will garner less precise answers, less interest from the person being asked, and there is the added risk the client might confuse us with another company.
The most important aspect of doing a survey on client satisfaction is what we are going to do with the results of the survey and with the answers that we get.
\nThe actual act of inquiring into client satisfaction has a positive psychological effect on buyers.
\nWe are sending them the message that they are important to us, that we value their experience, opinion, and feelings.
\nAlways be ready to accept criticism and to steer it in a positive direction.
\nIf we inquire about our clients\u2019 satisfaction and then do nothing to resolve any misunderstandings, fail to act upon their suggestions, or to address their dissatisfaction, we will lose credibility, our positive professional image, and the clients\u2019 favor.
\n![\"80/20](\"https://www.seebtm.com/wp-content/uploads/80-20-thinking.jpg\" "\\"80/20")
We certainly don\u2019t want to create the impression that we are all talk and no action as politicians in election campaigns.
\nThe 80/20 Principle
\nAccording to this principle, there is an inherent imbalance between input and output, cause and effect, effort and results. It\u2019s a theory saying that you can achieve 80% results by putting in 20% effort. Only a few things are important, the rest are not. The Harvard Business Review showed this principle in practice:
\nCompanies could increase their profit by at least 25% just by reducing the dissatisfaction of their clients by 5%.
\nM.M.
\n
The post A Satisfied Client \u2013 A Company\u2019s Greatest Success appeared first on SEE Business travel & meetings magazine.
\n", "content_text": "Just \u201cgood service\u201d isn\u2019t enough anymore. Good service simply means that you will do what you promised to do, in the way you promised to do it, and under the terms, within the time frames, and for the price that you agreed to.\nBesides this, the service has to provide something that\u2019s not expected and that can be achieved through details, additional perks, things that don\u2019t have to be pricey for the service provider but can create additional value.\nThe details are what makes the difference and lets the buyer know that we appreciate his trust.\nGive your buyers more than they expect. If you do that, they will keep coming back. Give them what they want \u2013 and a little extra. Make them feel appreciated. Pull out the good but don\u2019t forget to learn from your mistakes. Stand behind everything you do. Sometimes a simple apology is enough to make an awkward situation better.\nOne thing to keep in mind is that client satisfaction has to do with emotions rather than being based on proof and facts. Actually, both aspects are important and will affect a client\u2019s general impression. Needless to say, that ratio of rational versus emotional depends on the type of service or product offered.\nFor instance, where medication is concerned, we will be more impressed by evidence that a certain type of medicine is suitable and will heal an ailment, whereas in the choice of a beauty product we will often be drawn by the appearance of its packaging or by the advertisement telling us things about it that we want to believe.\nA satisfied client – a company’s greatest succes\nWhen we speak of satisfaction with any service, the vital factors are of an emotional and personal nature and require a psychological, individual approach to the clients that will satisfy their needs and, obviously, their ego.\nWhy is client satisfaction important?\n–\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 The client remains loyal to the company\n–\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 The client gets more attached to the company\n–\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 The client recommends the company\u2019s products or services to others\n–\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 The client is less sensitive to price changes\nNow that we have established that client satisfaction is vital in any business, how will we determine whether our clients are satisfied? Much better than engaging the services of an astrologer or spending hours brainstorming with coworkers is simply to ask them.\nWe can do that face to face, by phone, e-mail, or by sending questionnaires about client satisfaction. Of course, we should take care never to spam them and to always inquire whether they have time and whether they are willing to answer a few questions about how satisfied they are with a certain service received or product they have purchased.\nThe best time to inquire about client satisfaction is when the client\u2019s impressions are still fresh. A questionnaire coming long after the event will garner less precise answers, less interest from the person being asked, and there is the added risk the client might confuse us with another company.\nThe most important aspect of doing a survey on client satisfaction is what we are going to do with the results of the survey and with the answers that we get.\nThe actual act of inquiring into client satisfaction has a positive psychological effect on buyers.\nWe are sending them the message that they are important to us, that we value their experience, opinion, and feelings.\nAlways be ready to accept criticism and to steer it in a positive direction.\nIf we inquire about our clients\u2019 satisfaction and then do nothing to resolve any misunderstandings, fail to act upon their suggestions, or to address their dissatisfaction, we will lose credibility, our positive professional image, and the clients\u2019 favor.\n80/20 Thinking\nWe certainly don\u2019t want to create the impression that we are all talk and no action as politicians in election campaigns.\nThe 80/20 Principle\nAccording to this principle, there is an inherent imbalance between input and output, cause and effect, effort and results. It\u2019s a theory saying that you can achieve 80% results by putting in 20% effort. Only a few things are important, the rest are not. The Harvard Business Review showed this principle in practice:\nCompanies could increase their profit by at least 25% just by reducing the dissatisfaction of their clients by 5%.\nM.M.\n\nThe post A Satisfied Client \u2013 A Company\u2019s Greatest Success appeared first on SEE Business travel & meetings magazine.", "date_published": "2012-11-01T12:57:27+01:00", "date_modified": "2015-07-08T12:40:24+02:00", "author": { "name": "Miona Milic", "url": "https://www.seebtm.com/en/author/miona/", "avatar": "https://www.seebtm.com/wp-content/uploads/IMG-20240224-WA0003-e1728981138373.jpg" }, "image": "https://www.seebtm.com/wp-content/uploads/Best-service.jpg", "tags": [ "80/20 Principle", "satisfied client", "Hot topics" ] } ] }