club reception

services It refers to the services (with benefits)

designated for members of the hotel’s
club or VIP service.
CLUB RECEPTION SERVICES

• The concept of club services

becomes more popular day
by day because many
guests ask for personalized
service and hotel provide
professional services.
CLUB RECEPTION SERVICES
• In some hotels and resorts,
club reception is being
provided to the guest.
• It is best that the basics in
guest interaction is practiced
and provided to guest staff
for continued guest
interaction.
CLUB RECEPTION SERVICES
• For someone to be a member of a
club, he/she must pay a
membership fee.
• After meeting the requirements,
he/she may give a card as proof
of his legitimated membership.
• Being a member allows one to have
access to various perks and
privileges in the hotel.
The ___________ consists
of the preparation,
transportation, and
serving of food or
beverage to customers.

food and beverage

The ___________ consists
of businesses that
provide overnight
accommodations to
guest.

lodging
___________ provides
customers with ways to
entertain, pursue
hobbies, or educational
opportunities.

recreation
___________ allows
people to visit
destinations outside of
their normal
environment.

travel and tourism

The ___________ consists
of a variety of social,
business, and sporting
events.

meetings and events

 Art Exhibits Ecotourism Resorts
Convention Gaming Restaurants
Cruise Ship Hotels Sporting Events
Motels

CATE-GO! GO!
Food and Beverage Lodging Recreation

Travel and Tourism Meetings and Events

 It refers to a place
It allows guest to pay
that provides health
and sit for cooked
meals to be eaten in RESTAURANTS HEALTH care especially to
the members of the
the premises.
club.

It permits guests to
It grants guest the avail special
opportunity to get packages for foods,
entertained while SHOWS PROMOTIONS beverages, and
being in the club. other services of the
club.

It offers guests
It enables the guests rewards, discounts,
to be a part of the LOYALTY and other special
MEMBERSHIP
hotel’s exclusive
group to gain perks.
PROGRAM incentives as
members of the
club.
 It enables guests to
PRIZE NIGHTS join raffles for a
chance to win.

It pertains to a place
COMPUTER where guests may
access the Internet
ROOM and use ICT
equipment.

It allows guests to
GAMES AND engage in different
SPORTS sporting events as
club members
CLUB SERVICES AND FACILITIES
• Allied member clubs and
association
• Community courses and training
programs
• Internal public address system
• Membership badge production
• Membership database
DISCUSSION
FLASH SCENE
“Mr. Adoptante is a member
of the exclusive club of Hotel
Del Monte and wants to avail
the special services of the
club. As a club reception
service provider, what should
you do to help Mr. Adoptante
avail those perks?”
APPLICATION
 OBJECTIVES

REVIEW

MOTIVATION CLUB MEMBERSHIP

DEVELOPMENT

DISCUSSION Club membership refers

ANALYSIS to the act of being a
APPLICATION part of the hotel’s
ABSTRACTION exclusive club or VIP
EVALUATION service.
ASSIGNMENT
 OBJECTIVES

REVIEW
STEPS IN BECOMING
MOTIVATION

DEVELOPMENT
A CLUB MEMBER
DISCUSSION
1. Meet the club membership
ANALYSIS entry requirements.
APPLICATION 2. Fill-out the club membership
application form.
ABSTRACTION
3. Pay the club membership fee.
EVALUATION

ASSIGNMENT
 OBJECTIVES

REVIEW

MOTIVATION CLUB MEMBERSHIP

DEVELOPMENT

DISCUSSION For an individual to be a

ANALYSIS part of the hotel’s club,
APPLICATION he/she must pay a
ABSTRACTION membership fee and filled
EVALUATION up a membership form.
ASSIGNMENT
 OBJECTIVES

REVIEW

MOTIVATION CLUB MEMBERSHIP

DEVELOPMENT
After registration, an
DISCUSSION
individual will be a legitimate
ANALYSIS
member and will be given an
APPLICATION
identification in the form of a
ABSRTRACTION
badge or card as proof of
EVALUATION membership.
ASSIGNMENT
 OBJECTIVES

REVIEW

MOTIVATION CLUB MEMBERSHIP

DEVELOPMENT

DISCUSSION
As a member of the hotel’s
ANALYSIS
club, he/she must obey the
APPLICATION
rules and regulations of
ABSTRACTION
the club.
EVALUATION

ASSIGNMENT
 OBJECTIVES

REVIEW

MOTIVATION CLUB MEMBERSHIP

DEVELOPMENT

DISCUSSION By being a member of the

ANALYSIS club, a person is entitled to
APPLICATION the advantages, benefits
ABSTRACTION and perks designated to
EVALUATION the club.
ASSIGNMENT
 OBJECTIVES

REVIEW

MOTIVATION
CLUB RULES AND REGULATIONS
DEVELOPMENT
• Members are required to carry their membership
cards upon entry to the club.
DISCUSSION • Membership cards are non-transferrable and can
ANALYSIS only be used by the named card holder.
APPLICATION
• Administration fee will be charged to replace lost
membership card.
ABSTRACTION • Members may bring guests and children to the club.
EVALUATION • Management reserves the right to ask members of the
ASSIGNMENT
club to leave the premises in case of conflicts.
 OBJECTIVES

REVIEW

MOTIVATION
CLUB RULES AND REGULATIONS
DEVELOPMENT • Alcohol may not be sold or consumed by any person
DISCUSSION under 18.
• Children are only permitted to the club with adult
ANALYSIS
supervision.
APPLICATION • Dogs are not permitted to the club with exception of
ABSTRACTION guide dogs.
• Only allowed activities are permitted to take place in
EVALUATION
the club grounds.
ASSIGNMENT
 OBJECTIVES

REVIEW

MOTIVATION
CLUB RULES AND REGULATIONS
DEVELOPMENT
• Smoking and drinking at the front of club is not
permitted.
DISCUSSION • Only food and drink purchased from the bar may be
ANALYSIS consumed in the club premises.
APPLICATION
• Overnight parking is available.
• Any member found breaking any of the club rules
ABSTRACTION could have their membership revoked without
EVALUATION reimbursement.
ASSIGNMENT
• Complaints shall be addressed by the management.
DISCUSSION

1. The Guest is the

most important
person in our
business.
DISCUSSION

2. The Guest is not

dependent on us –
we are dependent
on him.
DISCUSSION

3. The Guest is not

an interruption of
our work – he is
the purpose of it.
DISCUSSION

4. The Guest does

us a favor when
he dines at our
restaurant – we
are not doing him
a favor by serving
him.
DISCUSSION

5. The Guest is not

an outsider to our
work – he is part
of it.
DISCUSSION

6. The Guest is not

a cold static /
statistic – he is a
human being with
feelings.
DISCUSSION

7. The Guest is not

someone to argue
or match wits
with.
DISCUSSION

8. The Guest is
one who brings us
his needs – it is
our job to fill
those needs.
DISCUSSION

9. The Guest is
deserving of the
most courteous
and definitive
treatment we can
give him.
DISCUSSION

10. The Guest is

the lifeblood of
every food
establishment.
1. Try to understand the words
you hear the way they are
intended to be understood.
2. Recognize the variety of tasks
that certain words must perform.
Words mean different things to
different people.
3. Find out what the customer
really means.
4. Understand what is being said
from the customer’s point of
view.
 5. Make it a habit to restate
accurately in your mind or
repeat, if necessary in your own
words, the ideas and feelings of
the customer speaking.
6. Be specific. Spell out what
you mean in concrete terms.
 7. Consider/observe how the
customers says things, his facial
expressions, the use he makes
of his hands, voice, etc.
 8. Encourage the customer to
talk. Stop talking but
occasionally talk to maintain
rapport and the channels open.
 1. Listen attentively to guest’s
complaints. Isolate the guest so that
other guest would not hear.
2. Secure guest name and room
number.
 3. Determine the nature of the
complaint. Stay calm, do not argue
with the guest. If you win the
argument, you lost your business.
4. Act on the complaint. Show to the
guest your personal intent to the
problem.
 5. Give the guest your undivided
attention. Do not blame others nor insult
the guest. Inform the guest that the matter
will be relayed to the duty manager.
6. Tell the guest what can be done. Do
not promise the impossible.
7. Set an appropriate completion of
corrective action and monitor the
progress.
8. Follow up. Even if the complaint was
resolve by someone else, contact the
guest to ensure that the problem was
resolved satisfactorily.
9. Thank the guest sincerely.
Service-Related Complaints
• Long waiting time for service
• Lack of assistance with luggage
• Untidy room
• Missed wake-up call
• Cold or ill-prepared food
• Ignored request for additional
supplies
Attitudinal Complaints
• Impolite, unprofessional and
indifferent behavior of staff members
• Rude service provider
• Unfriendly staff and environment
• Staff with lack of skill and sensitivity
when dealing with guests
• Guests feel insulted by rude staff
Mechanical Complaints
• Faulty air-conditioning unit
• The vending machine
• Lights not working
• Appliances not working
• Plumbing issues
• Water temperature
Unusual Complaints
• Transportation problems
• Traffic issues
• Weather conditions
• Absence of swimming pool and other
facilities
• Other hospitality service provider
outside the hotel
Room-Related Complaints
• Noisy room
• View not good
• Booked vs assigned room
• Downgraded to a lower category due
to non-availability or maintenance
issue
• Repeated maintenance issues
Complaints Due to Food and Beverage
• Untidiness
• Edibleness
• Dirty cutlery and crockery
• Stale food served
• Quantity of food served
• Wrong food item received
• Delay in food service
The Special Type of Complaint: The
UNRESOLVABLE
• These are complaints that the guest
refuses to allow you to resolve.
• Professional hoteliers know about
these kind of guests and learn when
to stand up for their employees.