How to Maintain interaction With Guest

As a hotelier it is your duty to maintain a Good relationship with your Guest. A guest is
treated as the ULTIMATE BOSS. As long as you will get guest, your business will run.
Without guest you can’t survive. So, for your very own benefit you should try to maintain
a good interaction with your guest so that he or she may come again and again and thus
you can make business.

1. Any hotel guest and member walking past your working area or waiting to be served
by you must be greeted and acknowledged. “How are You? With a warm smile always
regardless of your situation with another staff – guest.

2. The hotel guests and members are acknowledged on arrival with eye contact and a
warm smile followed by a verbal greeting “Good Morning/Afternoon/Evening follow by
can I help you?

3. The hotel guest’s and member’s name is used and effort must be made to address and
remember the guest’s and member’s name.

4. Ask the hotel guests and members politely if this is his/her first time using the facility.
If he/she is a first time user, attendant s are to show him/her around the changing area &
explain the facilities & services provided.

5. All hotel guests and members shall be served with the following:
 He/she shall be assisted to the locker they were assigned to and assisted with
opening of their locker.
 One pair of clean slippers and two towels is to be provided.
 His/her shoes will be brought to the shoe rack and inform him/her that their shoes
shall be cleaned or polished (compliments from the management)
 Ask if he/she requires any bathrobes
 He/she shall be offered refreshment drinks available from the water cooler located
at the club.

6. The hotel guests – members shall receive relevant and accurate responses to any
question that may be asked regarding the changing area.

7. During servicing the hotel guest’s and member’s belonging are carefully handled and
placed tidily in the location in which they were found

8.Effort shall be made to ensure that the hotel guest and members feel relaxed in the
changing area.

9. Effort shall be made to ensure first time users feel welcomed and to constantly assis
them. The location of the showers, steam rooms, gymnasium, swimming, lockers etc.
must be explained to the hotel guests and members and first time users
10. All hotel guest’s and member’s unsafe or anti-social behavior in the changing area
must be monitored. Attendants must take steps to ensure that such behavior is prohibited
and reported to the manager.

11. On leaving the changing rooms while hotel guests and members are still around,
ensure the door is closed quietly and securely.

12. Be observant and assist each hotel guest’s-member’s need & requirement.

13. Always be stationed at entrance & ready to receive any hotel guest – member.

14. Constantly ask the hotel guests and members if they require any fresh towels when
serving in the wet area

15. Offer hotel guests and members cold towels to freshen up upon coming out of the
sauna, steam or Jacuzzi.

16. Check and balance all amenity supplies on a weekly basis, if insufficient requisite
them every Monday.

17. Assist hotel guests and members to switch on the Jacuzzi blower when you see
him/her using the Jacuzzi

18. Offer to heat up the sauna with the water bucket and ladle for the hotel guests and
members when he/she uses the sauna

19. If a hotel guest and member requests for any form of message or treatment, please
ensure the following:

 Show the hotel guest and member our massage menu and recommend our popular
massages/treatments. Offer them a complimentary drink when they confirm the
suggested treatment/massage.
 Inform him/her that we require 5-10 minutes to arrange and prepare the
treatment/massage for them.
 Bring him/her to the relaxation area to wait for his/her treatment. Inform him/her
and bring him/her to the therapist once the treatment is ready.

20. When hotel guests and members leave the area, always say goodbye and thank them
for coming.

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