"MAKE SURE THAT
NEEDS OF THE GUESTS ARE MET"
"Provide
correct information to the guest. Be willing to help. Make them feel important.
Do not hesitate to suggest the services available to the guests. Make sure that
every need of the guests are met. Be alert at work; even eye contact with the
guests makes a lot of difference" says Sinai Duo, working in ITC
Gardenia Bengaluru in the guest relations wing. Manipur born Naga girl Sinai
has been working in this hotel since
May 2013.
She
recalled some examples whereby the guest relations wing had dazzled and
delighted the guests by addressing the small things that are very important to
them.
Sample
this:
-- A long staying guest from Philippines was
offered info on the signature massage offered at the Kaya Kalp, which uses a
luxurious Green product range-Pevonica Botanical for all its signature
therapies. The guest was so impressed by the spa services; after three months
he again came back and stayed in the hotel (case in
point: suggestive selling)
--A
regular guest from West Bengal, who also speaks in Assamese was really
moved when Sinai spoke to him in Assamese ; ever since the interaction became
more, the guest became very friendly( case in point: guest connect)
--A
Tamilian guest from Chennai was overwhelmed during the check in time when Sinai
reminded that it is his 25 th stay in the hotel. A bouquet was presented to him on arrival and
a chocolate cake was kept in the room that congratulated him on the 25 th
stay.( case in point: make the guest feel special and valued)
After
completing her graduation in Arts, she worked as the Customer Care Executive in
a BPO in Bengaluru; the two year
stint as an airhostess in Kingfisher Airlines gave her ample insights on
the finer aspects of service delivery.
“The
three months training given by the Kingfisher Airlines has been awesome. This
is an unforgettable experience in my life. I learnt more on customer relations"
,recalls Sinai with gratitude.
She
speaks fluently in English, Assamese, Manipuri and Nagamese. Her family lives
in Nagaland. Her father is a retired lecturer, mom a homemaker. Of the nine
siblings, Sinai is sixth.
"Be
more responsible. Do it yourself and execute flawlessly, especially when the
needs of the guests are directly volleyed to you" quips Sinai when asked
about her key learning’s from ITC Gardenia.
Shopping
is her hobby. She loves watching English movies preferably comedy and thriller
movies.
Text
and pic by R KESAVA MALLIA in BENGALURU
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