TOPIK 9 - GUEST RELATION & HANDLING COMPLAINT

BINUS ONLINE

22 Apr 202007:37

Summary

TLDRThe video script introduces the role of a Guest Relation Officer (GRO) in the hospitality industry, emphasizing the importance of excellent communication skills, body language, and coordination with other departments. It covers how to handle guests from check-in to check-out and addresses the key aspects of managing complaints, including listening, showing empathy, and taking quick action. The script also mentions the use of software systems and ends with a note on combining the role of a GRO with handling complaints in a practical exercise.

Takeaways

😀 The script discusses the role of a Guest Relation Officer (GRO) in the front office section of a hotel.
🙋‍♂️ The main task of a GRO is to provide a warm welcome and ensure a pleasant stay for guests until they leave the hotel.
🗣️ Communication skills are crucial for a GRO, including face-to-face interaction, body language, and non-verbal cues like pointing, shaking hands, and smiling.
🔗 GROs must coordinate with other departments or sections, such as housekeeping and food and beverage services, to ensure guest satisfaction.
🤔 The script mentions the importance of listening to and understanding guest complaints to take appropriate action.
🔧 Handling complaints effectively involves identifying the type of complaint, showing empathy, and taking quick action to resolve the issue.
🛠️ The script suggests that GROs should be familiar with hotel systems and software to assist in managing guest relations and complaints.
👥 The video includes a simulation exercise where students act as GROs to welcome VIP guests, check them in, and handle complaints.
👍 Emphasizing the importance of quick action in addressing complaints, which is key to resolving issues promptly.
👥 The script also touches on the need for GROs to classify the type of guest complaints to facilitate quick and effective resolution.
🎓 The material appears to be part of a training program, possibly an e-learning module, for the hospitality industry.

Q & A

What is the primary role of a Guest Relation Officer (GRO)?
-The primary role of a GRO is to provide a warm welcome to guests, ensure their comfort during their stay, and assist them until they leave the hotel.
What are some key communication skills a GRO should possess?
-A GRO should have excellent face-to-face communication skills, be attentive to body language, and be adept at greeting, shaking hands, smiling, and responding appropriately in social interactions.
What is the importance of coordinating with other departments for a GRO?
-Coordination with other departments or sections, such as housekeeping or food and beverage service, is crucial for a GRO to ensure seamless guest experiences and address any issues that may arise.
What are some common issues that guests might complain about?
-Common guest complaints may include electrical problems, communication issues, or problems with the hotel's systems.
How should a GRO respond to a guest's complaint?
-A GRO should listen attentively to the guest's complaint, empathize, and take quick action to resolve the issue effectively.
What is the significance of understanding the type of complaint when handling guest issues?
-Understanding the type of complaint is essential for a GRO to take appropriate and swift action, ensuring the guest's issue is resolved in a timely manner.
What is the role of body language in the communication process for a GRO?
-Body language plays a significant role in communication for a GRO, as it helps convey sincerity, respect, and attentiveness to the guests.
Why is it important for a GRO to show empathy when guests are lodging complaints?
-Showing empathy helps build trust and rapport with guests, making them feel heard and valued, which is crucial for resolving complaints satisfactorily.
What is the purpose of the video mentioned in the script?
-The video's purpose is to demonstrate the application of the skills and knowledge a GRO needs to handle both welcoming VIP guests and addressing their complaints effectively.
What is the significance of quick action in resolving guest complaints?
-Quick action is significant as it demonstrates the hotel's commitment to excellent service and helps in promptly resolving issues, leading to higher guest satisfaction.
How can a GRO ensure a positive guest experience from check-in to check-out?
-A GRO can ensure a positive guest experience by being attentive, responsive, and proactive in addressing any needs or issues that arise during the guest's stay.

Outlines

00:00

😀 Guest Relations Officer Role and Skills

This paragraph introduces the role of a Guest Relations Officer (GRO) within the front office of a hotel, often abbreviated as GR. The GRO's main task is to provide a warm welcome to guests checking into the hotel and ensuring a pleasant stay until their departure. The script emphasizes the importance of face-to-face communication skills, including body language, such as pointing, handshakes, smiling, and laughter. Additionally, the GRO must coordinate with other departments or sections within the hotel, such as housekeeping or food and beverage services. The paragraph also touches on the use of software tools to assist in their duties, despite the potential for stress.

05:04

😓 Handling Hotel Guest Complaints

The second paragraph focuses on the essential steps for handling guest complaints in a hotel setting. The primary aspect is for hotel staff to listen to and understand the nature of the guest's complaint, whether it involves electrical issues, communication problems, or other concerns. The script suggests that identifying the type of complaint is crucial for taking quick action to resolve the issue. The paragraph also mentions the importance of showing empathy and providing immediate solutions to address guest dissatisfaction effectively.

📚 Training Scenario for Guest Relations and Complaint Handling

This paragraph outlines a training scenario that combines the roles of a GRO with the task of handling complaints. The exercise involves students acting as GROs, preparing to welcome VIP guests, conducting check-in procedures, and receiving complaints from a VVIP guest. The students are then expected to classify the type of complaint to take appropriate quick action to resolve the issue. The paragraph concludes with a sign-off, wishing participants a good day and expressing gratitude for their participation in the training.

Mindmap

Keywords

💡Guest Relation Officer (GRO)

A Guest Relation Officer, often abbreviated as GRO, is a key position in the front office of a hotel or similar establishment. The primary role of a GRO is to ensure a pleasant stay for guests by attending to their needs and addressing any issues that may arise. In the video's context, the GRO is responsible for greeting guests, handling beauty services, and ensuring a smooth check-in and check-out process. The term is used to highlight the importance of this role in creating a positive guest experience.

💡Front Office

The Front Office refers to the reception area of a hotel or similar establishment where guests are greeted and their stay is managed. It is the first point of contact for guests and plays a crucial role in setting the tone for their overall experience. In the script, the Front Office is mentioned as the section where the GRO operates, emphasizing its significance in guest relations.

💡Healing Beauty

While the term 'healing beauty' is not explicitly defined in the script, it seems to refer to the aesthetic and wellness services that a hotel may offer to enhance the guest's stay. This could include spa treatments, beauty services, or other amenities designed to promote relaxation and well-being. The term is used to illustrate the range of services a GRO might be involved in providing to guests.

💡Communication Skills

Communication skills are essential for any role that involves interacting with people, and this is particularly true for a GRO. Effective communication skills encompass not only verbal but also non-verbal communication, such as body language and facial expressions. In the video, the importance of face-to-face communication and understanding non-verbal cues like pointing, handshakes, and smiling is highlighted to demonstrate how these skills contribute to building rapport with guests.

💡Complaints Handling

Complaints handling is a critical aspect of customer service, and for a GRO, it involves addressing guests' grievances promptly and effectively. The script emphasizes the importance of listening to guests' complaints, identifying the nature of the issue, and taking quick action to resolve it. Examples of complaints could include electrical problems or communication issues within the hotel.

💡Empathy

Empathy is the ability to understand and share the feelings of another. In the context of the video, showing empathy is crucial when dealing with guests' complaints. By demonstrating understanding and concern for the guest's situation, the GRO can help to alleviate their frustration and work towards a resolution. The script mentions showing empathy as the second step in handling complaints.

💡Quick Action

Quick action refers to the immediate steps taken to address and resolve a guest's complaint. It is a key component of effective complaints handling, as it demonstrates the establishment's commitment to customer satisfaction. The script suggests that classifying the type of complaint is essential for taking quick action, ensuring that problems are resolved efficiently.

💡VIP

VIP stands for 'Very Important Person' and typically refers to guests who receive special attention or privileges due to their status or importance. In the script, the GRO is expected to prepare for welcoming VIP guests and handle their check-in procedures, indicating the higher level of service and attention required for such individuals.

💡VVIP

VVIP stands for 'Very Very Important Person,' which is a designation even more exclusive than VIP. It implies an even higher level of service and attention. In the video, the GRO is tasked with receiving complaints from a VVIP guest, underscoring the need for exceptional handling of their concerns.

💡Check-in Procedure

The check-in procedure is the process by which guests register their arrival at a hotel and secure their room assignment. It is a standard part of the guest experience and an opportunity for the GRO to make a positive first impression. The script mentions the GRO conducting the check-in procedure for VIP guests, highlighting its significance in setting the stage for a guest's stay.

💡Simulation

A simulation in the context of the video likely refers to a practice session or a mock scenario used for training purposes. It allows staff to rehearse their roles and responsibilities, such as handling guest complaints or performing check-in procedures, in a controlled environment. The script mentions a 'simulation' in relation to the Housekeeping Department, suggesting its use as a training tool.

Highlights

Guest Relation Officer (GRO) is a crucial section in the front office, often abbreviated as GR.

The main task of a GRO is to provide a warm welcome and ensure a pleasant stay for hotel guests.

Effective face-to-face communication is key for a GRO, including body language and gestures.

GROs must have excellent communication skills to coordinate with other departments such as housekeeping and food and beverage service.

Handling complaints is a critical aspect of a GRO's role, requiring active listening and understanding of guest grievances.

Identifying the type of complaint is essential for taking quick action to resolve guest issues.

Complaints can range from electrical issues to communication problems within the hotel.

Empathy is important when dealing with guest complaints, showing understanding and support.

Quick action is vital in addressing complaints to ensure guest satisfaction and resolve issues promptly.

The role of a GRO involves preparing for VIP guest arrivals and managing check-in procedures.

Receiving and classifying complaints from VVIP guests is a part of a GRO's responsibilities.

GROs must be adept at taking immediate action to resolve complaints and improve guest experiences.

The transcript includes a simulation of a GRO's duties, including handling complaints and guest interactions.

The importance of using software tools for efficient guest management and complaint resolution is highlighted.

The transcript mentions the use of the term 'Jero' which seems to be a local or industry-specific term for a GRO.

The video transcript includes practical examples and scenarios for better understanding of GRO responsibilities.

The transcript emphasizes the importance of a positive attitude and professional demeanor in guest relations.

The session concludes with a summary of the key points and a reminder to practice the learned skills.