To provide the best hotel service, ensure smooth operations, and support the success of hotels and villas, hoteliers need to master essential skills. Here are five crucial skills every hotelier must possess to achieve these goals:
The first impression is everything. Hoteliers must greet guests with a smile, maintain a professional demeanor, and offer assistance immediately. For example, during check-in, instead of simply greeting guests, hoteliers should also provide information about hotel facilities or breakfast menus. A friendly attitude and attention to detail make guests feel valued from the moment they arrive.
Clear communication is key. Hoteliers must convey information accurately, whether about hotel facilities or important regulations guests should be aware of. For instance, if there are changes in restaurant operating hours or ongoing renovations, guests should receive this information without confusion. This skill is also crucial when handling guest complaints, such as confirming rebookings or explaining solutions to their issues.
Hotels have multiple tasks running simultaneously. Hoteliers must be able to manage time effectively to ensure all duties are completed promptly. For example, when a guest requests extra towels, housekeeping staff should deliver them immediately without unnecessary delays. Proper time management prevents guest dissatisfaction and ensures smooth hotel operations.
Hoteliers must have a deep understanding of the hotel's offerings, from room types to additional services. For example, when a guest asks for dinner recommendations, the hotelier should know if the hotel restaurant has any ongoing promotions or special menus to enhance their dining experience. Comprehensive knowledge of hotel products and services enables hoteliers to provide relevant suggestions and improve guest satisfaction.
Also Read: "How To Tip Hotel Staff and Whats a Fair Amount in Indonesia"
Hoteliers must be skilled in using hotel operational systems and related technologies, such as Property Management Systems (PMS) or internal communication tools. For instance, when a guest requests a reservation change, a hotelier proficient in using the PMS can quickly and accurately process the modification. Mastering these technologies ensures seamless hotel operations and efficient guest service.
By mastering these five skills, hoteliers can deliver exceptional service, maintain smooth operations, and contribute to the success of hotels and villas. These abilities serve as a solid foundation for long-term success in the hospitality industry.
Anyaman is a holding company that provides solutions for the hospitality, hotel, villa & service apartment industry in the fields of Hotel Management, Information Systems & Technology and Business Development, which was founded in early 2024, in order to respond to the rapid development of tourism in general and hospitality in particular in Indonesia today
