TOPIK 9 - GUEST RELATION & HANDLING COMPLAINT
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
😀 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.
😓 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)
💡Front Office
💡Healing Beauty
💡Communication Skills
💡Complaints Handling
💡Empathy
💡Quick Action
💡VIP
💡VVIP
💡Check-in Procedure
💡Simulation
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.
Transcripts
Hai mungkin mungkin haluskan Baiklah
untuk topik kali ini kita akan membahas
mengenai guest relation officer dengan
How to handle The Complete learning
outcome adalah sebagai berikut
[Musik]
teman-teman pernah mendengar istilah
kias Wilson officer ya guest relation
officer adalah salah satu section di
front office yang Biasa disingkat jadi
GR tugas utama dari seorang ciaro adalah
melakukan healing beauty
Hai saat tamu tersebut akan menginap di
hotel dan hingga tamu tersebut
meninggalkan hotel untuk lebih jelasnya
Mari kita saksikan videonya sebagai
berikut a
Hai guys welcome to the application of
yo yo
[Musik]
badges0
saiga solution officer yang paling
penting diperhatikan adalah komunikasi
face-to-face perhatikan body language
nya seperti cara menunjuk dan cara
menjabat tangan dan juga tersenyum dan
cara melakukan icontek ketawa
Hai Selain itu gas relation officer
harus mempunyai communication skill yang
baik karena jeerro selain bek infraksi
dengan kamu jeerro tersebut juga harus
berkoordinasi dengan Departemen lain
atau section lain sebagai contoh
berinteraksi dengan department
housekeeping ataupun dengan Departemen
FNB service
rezeki Lex ikutnya softwares ada squishy
kasihan walaupun bau stapler stress
keren Jakarta soalnya lagi bete ah aja
[Tepuk tangan]
whitening is hosted
[Musik]
Daihatsu Ayla lihat-lihat jangan Finest
lagi-lagi Oke teman-teman sudah jelas
mengenai Jero selanjutnya adalah materi
mengenai How to handle the complaints
Hai yang paling penting dalam handle
complain adalah
Hai sebagai staf hotel mendengarkan dan
mengetahui jenis Lihan keluhan tamu
tersebut
paint hal ini supaya kita bisa ambil
v-ixion nya untuk menyelesaikan masalah
contoh komplainnya bisa jadi mengenai
masalah electrical ataupun masalah
sistem atau masalah komunikasi
Hai untuk lebih jelasnya Mari kita
saksikan videonya ya
Hai centicoin ya episode jauh orde
Hai juga gadis Birds episode jalan sudah
ada hal-hal penting yang perlu
teman-teman lakukan saat menghadapi
keluhan tamu yang pertama adalah
teman-teman mendengarkan keluhan tamu
dengan baik sehingga kita bisa
Mengidentifikasi jenis keluhannya yang
kedua Tunjukkan empatinya saat kamu
sedang memeluk
Hai yang ketiga pentingnya quick action
untuk mengatasi keluhan tamu tersebut
nah jenis keluhan tamu itu menjadi
kuncinya untuk kita bisa melakukan quick
actionnya
I make sure jukajo Project consultant
for the Mystic cover letter episode
[Musik]
Hai bisa-bisa istri semakin
[Musik]
[Musik]
e-learning Housekeeping Department the
simulation kalau sudah sempurna besar MC
tadi ah jumlah besar kalsium dalam segi
ini bisa
hai oke aldya hiu Oke Jujun
hai hai
hai hai
badges0
Indonesia dibanjiri bisa dimainin
Inggris air outdoor.co.id Ayolah nih
robot mesin cuci Electrolux sistem suami
centuries the time is different Gerung
q&a horology will give you Won't Ever
need for use on
[Musik]
Hai untuk latihan kali ini kita akan
menggabungkan antara jeerro dengan
Handling complaint jadi tugasnya adalah
yang pertama siswa menjadi jeerro dan
melakukan persiapan untuk menyambut tamu
VIP serta melakukan prosedur check in
untuk diet yang kedua ciaro tersebut
menerima keluhan dari tamu VVIP yang
ketiga jiaroh langsung
mengklasifikasikan jenis keluhan tamunya
agar bisa diambil tindak lanjut atau
quick action ya agar masalah tersebut
bisa selesai
hai hai
udah siang teman-teman selamat mencoba
terima kasih and have a good day
hai hai
rezeki
Hai itu rezeki di
hai hai
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