INTRODUCTION
When a guest requests a hotel tour, the staff will typically try to accommodate the request as much as possible. Depending on the hotel’s policies and availability, the staff may provide a guided tour of the facilities or give the guest a map and suggest places of interest to visit within the hotel.
During the tour, the staff member may show the guest around the hotel’s amenities, such as the gym, swimming pool, restaurant, spa, and conference rooms, and answer any questions the guest may have about the hotel’s services and features.
If the hotel is fully booked, or if the staff member is unable to provide a tour at the requested time, they may offer the guest a brochure or information packet about the hotel instead, or suggest a future time when a tour may be possible.
If you are conducting a hotel tour, the most important thing is to ensure that the guest has a positive experience and feels welcomed and comfortable throughout the tour. Here are a few key things to keep in mind:
Be friendly and welcoming: Greet the guest warmly and make them feel at ease. Introduce yourself and let them know that you’re there to help.
Listen to their needs: Ask the guest what they’re looking for in a hotel and what their specific needs are. This will help you tailor the tour to their interests and preferences.
Be knowledgeable: Make sure you know the hotel’s amenities, features, and policies inside and out. Be able to answer any questions the guest may have about the hotel.
Be organized: Plan the tour ahead of time and have a clear itinerary in mind. This will help you make the most of the guest’s time and ensure that you cover all the important features of the hotel.
Be flexible: Be willing to adapt the tour to the guest’s needs and interests. If they want to spend more time in one area or skip something altogether, be open to making adjustments.
Follow up: After the tour, follow up with the guest to answer any additional questions they may have and to thank them for considering your hotel. This will help build a positive relationship and encourage them to choose your hotel for their stay.
When explaining a hotel, it’s important to have a good understanding of the hotel’s features, amenities, and services, as well as the surrounding area. Here are some things to consider when mastering your explanation:
Hotel features: Make sure you can explain the key features of the hotel, such as the room types, dining options, fitness facilities, and any unique selling points or amenities the hotel may have.
Location: Be familiar with the surrounding area and be able to provide information about nearby attractions, restaurants, and transportation options.
Services: Explain any additional services the hotel may offer, such as room service, concierge services, and laundry facilities.
Policies: Be familiar with the hotel’s policies, such as check-in and check-out times, cancellation policies, and any fees or charges that may apply.
Special needs: Be prepared to answer questions about accessibility features for guests with disabilities, as well as any other special needs that guests may have.
Local culture: Depending on the location, it may be helpful to provide information about the local culture, customs, and etiquette.
Benefits: Highlight the benefits of staying at the hotel, such as loyalty programs, discounts, or promotions.
Overall, it’s important to be friendly, approachable, and willing to answer any questions the guest may have. Your goal should be to provide a clear and informative explanation of the hotel that meets the guest’s needs and interests.
HOTEL FEAUTURES
Hotel features are an important aspect of explaining a hotel because they provide information about the amenities and services available to guests during their stay. Knowing the hotel features allows you to highlight the hotel’s unique selling points, and helps guests make informed decisions when choosing a hotel.
For example, a guest who is traveling for business may be interested in a hotel that has a well-equipped business center or meeting rooms, while a family on vacation may be more interested in a hotel that offers a kids’ club or outdoor pool. By explaining the hotel features, you can help guests understand what sets your hotel apart from others in the area and how it can meet their specific needs and interests.
Some examples of hotel features that may be important to guests include:
1. Room types and configurations
2. Dining options, such as on-site restaurants, room service, or breakfast options
3. Fitness facilities, such as a gym or pool
4. Spa services, such as massage or beauty treatments
5. Business facilities, such as meeting rooms or a business center
6. Concierge services, such as arranging transportation or recommending local activities
7. Entertainment options, such as a casino or theater
8. Unique amenities, such as a rooftop bar or pet-friendly rooms
By being knowledgeable about the hotel features, you can provide a comprehensive and informative explanation of the hotel that helps guests make an informed decision about their stay.
LOCATION
Location is another important aspect to consider when explaining a hotel. The hotel’s location can be a major factor in a guest’s decision-making process, as it can impact their accessibility to local attractions, restaurants, and transportation.
When explaining a hotel’s location, it’s important to provide information about:
1. Nearby attractions: Highlight any local attractions, such as museums, parks, shopping centers, or historical sites that are located near the hotel.
2. Dining options: Provide information about nearby restaurants, cafes, and bars, and mention any on-site dining options the hotel may have.
3. Transportation: Let guests know about transportation options available near the hotel, such as public transit, taxi or rideshare services, or rental car options.
4. Proximity to business districts: If the hotel is located near a business district or convention center, let guests know about the convenient access to these areas.
5. Safety and security: Be transparent about the safety and security of the area, and let guests know about any precautions the hotel takes to ensure the safety of its guests.
6. Local culture: Depending on the location, it may be helpful to provide information about the local culture, customs, and etiquette.
Providing a clear and informative explanation of the hotel’s location can help guests determine if the hotel is in a convenient and desirable area for their needs and interests. It also demonstrates the hotel’s commitment to providing excellent service and helping guests make the most of their stay.
SERVICES
When explaining a hotel, it’s important to provide information about the services that the hotel offers. This includes both on-site services and services that may be available through third-party providers.
Some common hotel services that guests may be interested in include:
1. Room service: Many hotels offer room service, which allows guests to order meals or snacks to be delivered to their room.
2. Concierge services: Concierge services can help guests with a variety of needs, such as making restaurant reservations, booking tickets for local attractions, or arranging transportation.
3. Housekeeping: Housekeeping services ensure that guests’ rooms are clean and well-maintained during their stay.
4. Laundry services: Some hotels offer laundry services, either on-site or through a third-party provider.
5. Business services: If the hotel caters to business travelers, it may offer services such as faxing, printing, and copying.
6. Fitness facilities: Many hotels have fitness facilities, such as gyms or swimming pools, that guests can use during their stay.
7. Spa services: Some hotels offer spa services, such as massages or facials, either on-site or through a third-party provider.
8. Pet services: If the hotel is pet-friendly, it may offer services such as pet-sitting, dog-walking, or special amenities for pets.
By providing information about the hotel’s services, you can help guests understand the full range of amenities available to them during their stay. This can be particularly helpful for guests who may be traveling for business or pleasure and want to make the most of their time at the hotel. It also demonstrates the hotel’s commitment to providing excellent service and meeting guests’ needs.
POLICIES
When explaining a hotel, it’s important to provide information about the hotel’s policies. Policies are rules or guidelines that the hotel has in place to ensure the safety and comfort of its guests and to maintain the overall operation of the hotel.
Some common hotel policies that guests should be aware of include:
1. Check-in and check-out times: Most hotels have specific check-in and check-out times, and guests should be aware of these times when making their travel plans.
2. Cancellation policy: Hotels typically have a cancellation policy that outlines the deadline for canceling a reservation without incurring a fee.
3. Smoking policy: Many hotels have a no-smoking policy in all rooms and public areas, and guests should be aware of this policy before booking a room.
4. Pet policy: If the hotel is pet-friendly, it may have specific policies related to pets, such as a size limit, breed restrictions, or additional fees.
5. Noise policy: Hotels often have policies related to noise, such as quiet hours or restrictions on parties or events in guest rooms.
6. Privacy policy: Hotels have policies related to guest privacy, such as restrictions on entering guest rooms without permission or limits on the information that can be shared with third parties.
7. Payment policy: Guests should be aware of the hotel’s payment policies, such as accepted forms of payment and any additional fees or charges.
By providing information about the hotel’s policies, you can help guests understand the expectations for their stay and avoid any misunderstandings or issues during their visit. It also demonstrates the hotel’s commitment to providing clear and transparent communication with its guests.
SPECIAL NEEDS
It’s important to provide information about any special needs accommodations that the hotel offers, in order to ensure that all guests feel welcome and comfortable during their stay. Special needs accommodations may include features such as:
1. Accessible rooms: The hotel may offer rooms that are wheelchair accessible or equipped with features such as grab bars or roll-in showers.
2. Hearing-impaired accommodations: The hotel may offer rooms with features such as visual alarm clocks or doorbells, or may provide equipment such as closed-captioned televisions or TTY machines.
3. Visual-impaired accommodations: The hotel may offer rooms with features such as Braille signage, raised lettering, or audio descriptions.
4. Allergen-free rooms: The hotel may offer rooms that are free of common allergens such as pet dander, dust mites, or mold.
5. Medical accommodations: The hotel may provide medical equipment such as oxygen tanks, hospital beds, or nebulizers upon request.
By providing information about special needs accommodations, the hotel demonstrates its commitment to providing a comfortable and inclusive environment for all guests. This can be particularly important for guests with disabilities or other special needs who may have difficulty finding suitable accommodations while traveling.
LOCAL CULTURE
When explaining a hotel, it’s important to provide information about the local culture, customs, and traditions. Understanding the local culture can help guests appreciate and respect the destination they are visiting, and can also help them navigate unfamiliar customs or expectations.
Some examples of information that may be helpful to provide to guests include:
1. Local customs and traditions: This may include information about dress codes, food and drink customs, and religious or cultural practices.
2. Local language: Providing guests with basic language information, such as common phrases or key vocabulary, can help them communicate more effectively with locals and navigate the area more easily.
3. Local attractions: Providing information about local attractions and cultural sites, such as museums, art galleries, or historic landmarks, can help guests appreciate and engage with the local culture.
4. Local cuisine: Providing information about local cuisine, such as popular dishes, ingredients, and culinary traditions, can help guests experience and appreciate the local culture through their taste buds.
5. Local events and festivals: Providing information about local events and festivals, such as music festivals, cultural celebrations, or sporting events, can help guests engage with the local culture and experience unique aspects of the destination.
By providing information about the local culture, the hotel can help guests feel more connected to the destination they are visiting and can enhance their overall travel experience. It also demonstrates the hotel’s commitment to providing a thoughtful and authentic travel experience for its guests.
BENEFITS
Explaining a hotel and its features, location, services, policies, special needs, and local culture can provide numerous benefits for both the guests and the hotel. Some of the key benefits include:
1. Enhanced guest experience: By providing detailed and accurate information about the hotel and the destination, guests can feel more informed and prepared for their stay, which can lead to a more positive and enjoyable experience.
2. Increased guest satisfaction: When guests have a positive experience, they are more likely to return to the hotel and recommend it to others, which can lead to increased bookings and revenue for the hotel.
3. Improved guest safety and security: By providing information about the hotel’s policies and local customs, guests can better navigate unfamiliar situations and avoid potential safety or security issues.
4. Increased trust and transparency: By providing clear and accurate information about the hotel, its features, and its policies, the hotel can demonstrate its commitment to transparency and build trust with its guests.
5. Enhanced hotel reputation: By providing a thoughtful and authentic travel experience for guests, the hotel can enhance its reputation and attract more guests in the future.
Overall, explaining a hotel in a comprehensive and informative manner can lead to numerous benefits for both the guests and the hotel, and can help to create a positive and memorable travel experience for all involved.
