Friday, December 26, 2014

ANGELS FROM NORTH EAST INDIA........25

 "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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