HOTEL Business Review
Business
Service with a Smile While cleanliness and flexibility have been hallmarks of great customer service and satisfaction, communication is a notch above everything else in the hospitality industry. Guest satisfaction can be achieved only if there is proper and polite communication. Service with a smile seems to be the motto of the Guest Relations Dept. This is the department which can persuade guests to re-visit the property. The mission of the Guest Relations – or Customer Service – department is to be available and present for guests at all times – before, during and also after their stay to keep them informed about the developments taking place in the property. Ashok Malkani looks at all aspects of this department and how it has ensured the properties to recover from the adverse effects of the pandemic 32
May-June ’22
