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It is the face of hospitality establishments in the eyes of customers, before

which performs administrative and commercial functions.

This professional is responsible for managing the reserves, formalizing the

inputs and outputs of guests.

The clerk must serve customers during their stay, informing amenities and

attractions, transport or events when I claim, and also address complaints

and resolve problems they may have during your stay.

The receptionist should treat the person with tact, courtesy, kindness and

common sense.

RECEPCIONIST

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Is a hotel service enabling guests to choose menu items for delivery to their

hotel room for consumption there, served by staff. Room service is organized

as a subdivision within the Food & Beverage Department of high-end hotel

and resort properties. It is uncommon for room service to be offered in

hotels that are not high-end

The room service should be quickly, efficient.

The food should be fresh, of good quality and clean.

ROOM SERVICE

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In the room is vital style of decoration, the basic components of furniture, lighting, noise,

smells, plant layout, adaptability, air conditioning.

Cleaning and preparing a room out is especially important, as the new host will be

prepared to a pleasant experience, we should not disappoint. Customers immediate

thoughts when entering the facility is formed. These impressions are accentuated and

confirm or disappear in the path they do from reception to the elevator, then along the

hall to his room.

Moreover, the waitress is responsible for cleaning, conditioning and aesthetics room and

provide them with necessary supplies fully and report their flaws and faults found. Since

guarantees hygiene and comfort; it is an important quality management element of the

hotel facility.

ROOM

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The clerk must provide tourist information to guests, for this, the

receptionist must have knowledge about historical and

geographical aspects of the city, basic procedures for making

national and international calls normal or receivable, natural,

cultural, restaurants, bars, museums, accessibility and use, personal

hygiene, customer service techniques.

Oral and clear communication, articulate and expressive, even by

telephone, with the use of grammar and vocabulary.

TURIST INFORMATION

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Cash.- This payment method is the most commonly used because it

is the easiest to use but at the same time is very risky if we think of

big money since being lost is very difficult to recover.

Cheque: Is a payment order extending a person in favor of another

to be canceled by a bank.

Credit card: Can be used for a variety of commercial activities.

METHODS OF PAYMENT

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Staff should give a good and warm welcome as customer enters

our store.

If you can not attend at the time, Greet the customer and inform

him that as soon as we possibly can have your table ready.

If there is any chance you give you the option table.

WELCOME

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Simply on the floor is waste or the bathrooms are dirty so that

rejection is generated on the client and that probably will not

visit again.

In the case of restaurants, hygiene or cleaning should be

obsessive, we must avoid any paper on the floor, the dining

room must be completely clean as was the kitchen (especially if

it can be viewed by customers from the dining room) and the

bathrooms, which must be cleaned constantly.

But hygiene must be present not only in the local but also on our

staff, which must always be well presented and neat, uniform

clean, nails trimmed and short hair or tied.

STAFF

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Review the order before bringing to the table (maximum 10 minutes after

the commands are volume)

If children take these menus first.

Remember the name of the dishes as they are serving them every diner

When all dishes are served, you should ask the customer: is there

anything more you can bring or serve?

Offer a new drink if necessary and be always aware that the glasses are

never empty.

SERVICE

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Anticipate at all times to the needs and requests of the customer (see

table).

Remove unnecessary crockery and cutlery you have on the table.

Remove empty bottles at all times, offering drinks and never again left

empty vessels

Be aware at all times of client signals.

PROBLEM SOLUTIONS

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First, you must analyze the various aspects that add value to customer

interaction, to combine in a perfect manner so that you can create in it an

unforgettable experience.

These aspects are part of a sensory experience not only refer to what the

customer sees, but what the customer perceives through his senses as

music or noise, smells, decor, comfort, temperatures and flavors direct-

human contact with staff. All this reflects both the corporate image of the

restaurant as its philosophy.

At the end of an experience in the restaurant, the client will issue an

overall assessment. This is the sum of the moments of truth or chain

experiences.

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QUALITY OF RESTAURANTS

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Check-in time is often the first method required a passenger upon arrival at the airport

because the airline regulations for the start time required to be made with some

anticipation before departure of a flight.

During this process, the passenger can request special requirements such as preferred

location, information about flight or destination, make changes to reservations,

accumulate frequent flyer miles or pay for improvements where available or in politics

improvements allow.

The main function is to receive check-in luggage delivery or the passenger is asked to

deliver to place it in the cargo compartment of the aircraft.

COUNTER

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The flight attendant should give very careful and

with a welcoming smile. Clearly, the first

impression to get to a place has a lot.

WELCOME

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The dress does not happen only by uniform or corporate colors.

The hair must be tied back in a bun or tail with a brooch brown

Bakelite; otherwise, always loose and you do not exceed the

shoulder.

One ring per hand is allowed, except married can wear the wedding

ring next to the engagement ring. The rings have a dimension of

one centimeter long and clock must be digital. Other jewelry is not

allowed.

UNIFORM

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The flight attendant is a member of the crew whose main mission

monitoring the safety and comfort of airline passengers.

The first responsibility of the hostesses and stewards in the

development of their work is to monitor the safety of passengers at

all times, but the most visible part is to work serving customers:

serving meals and drinks and settling in as far as possible the needs

of the passengers.

The flight attendant must possess people skills, learn languages and

be resolute to problems that may arise.

SERVICE OF FLIGHT ATTENDANT

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Choose a good seat, wear comfortable, loose clothing, and have elements

that facilitate the distraction and rest (magazines, pillows, blankets) makes a

long trip easier.

You must have sufficient space that allows moving from right to left (without

disturbing the partner) and make small stretches.

The front seats are quieter and more spacious, and near the emergency exits

have even more space.

By contrast, the worst seats are in the back row because not recline and are

adjacent to the kitchen.

CONFORT

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