CUSTOMER REDUCE COMPLAINTS

At a hotel life can get topsy-turvey, every guest is different and every guest’s
needs are different. you can get confused and at times frustrated when you
have to handle multiple personalities and their demands and at times you
miss out to connect with them or resolve their issues. i’ll give you one mantra
which works with every guest no matter what their personality. it is called the
LEARN module.

firstly and most importantly Listen- listen to him, even if he is shouting just
use physically gestures like nods , eye contact and body language to show him
you are actively listening and keep a calm composure. take notes down if his
problem has some details or if you feel you might forget few important
aspects. listen to him completely without interrupting. once he has vented you
will see he has calmed down own his own a bit.

Second, Empathize- just imagine yourself in his situation and understand

what would be your reaction towards it and what would you expect the
solution for it or what service recovery would you expect. tell the guest that
had it happened to you, you would also react the same way. this way you make
a personal connect with him and make him believe that you are there to help
him and understand his problem.

Thirdly, Apologize if you feel that your organization is at fault, at times the
guest might feel that the hotel is at fault but they might not be. just politely
apologize to them and give them the assurance that it won’t happen again to
him or to any other guest.

Next step is to respond to his actual problem, find the root cause of the issue
and have it resolved at the earliest and get back to the guest with the solution
and follow up. if it is a technical issue that would take time, inform the guest,
give him alternatives for that issue and keep him posted on a regular basis on
the progress of the solution. by this time either your guest will be completely
calm or even completely happy with your calm attitude and the maturity
shown towards the issue.

The final and most important step is to Notify, notify to your superiors or
enter in the log for every other associate to know about the issue and the
solution so that the same mistake or issue is not repeated or even if it does
people would know how to handle it again.
 1. Charlie chaplin cocktail: Charlie Chaplin is the first actor to have a
drink named after him. With an equal mix of lime, apricot brandy and
sloe gin, the drink is a gentle mix of sweet and sour.

Ingredients:
1 oz (ounce) apricot brandy
1 oz sloe gin
1 oz fresh lime juice
lime peel for garnish
Price: Rs.450 per glass plus tax.

2. Naked Lady: A sophisticated cocktail with a name that is really an

attention grabber. Making the cocktail is simple and easy.

Ingredients:
1 1/4 oz Bacardi Superior Rum
1 1/4 oz Noilly Prat Rouge (sweet Vermouth)
1 1/2 oz Apricot brandy
1 1/2 oz pomegranate grenadine
1 1/5 oz freshly squeezed lemon juice
2 or 3 ice cubes
Lemon zest to garnish

Price: Rs.450 per glass plus tax

4. The Scotch Blood and Sand: based cocktail is named after a 1922 movie
starring Rudolph Valentino and Rita Hayworth. Blood and Sand is one of the
few classic mixed drinks which has Scotch. It is ideal for those who like strong
drink.

Ingredients:
3/4 oz Scotch whisky
3/4 oz cherry brandy
3/4 oz sweet vermouth
3/4 oz orange juice
An orange slice for garnish.
Price: Rs. 450 per glass plus tax.
5. Bloody Mary: Termed as 'the world's most complex cocktail', Bloody Mary
is a popular cocktail and it is never out of circulation. It was one of the earliest
vodka cocktails to gain popularity in the US and is equally popular even today.

Ingredients:
1 Oz Of Smrinoff No 21 Vodka
3 Oz Of Tomato Juice
2 tblsp Red Hot Sauce
2 tblsp Green Hot Sauce
1 Dash Of Worcestershire Sauce
0.5 Oz Of Lemon Juice
1 pinch of Salt
1 Pinch Of Pepper
1 stalk of celery

Price: Rs.299 per peg plus tax.

. Red wine Sangria: Sangria takes its name from Spanish word - sangre, which
means "blood" and refers to the blood-red colour of the drink. The drink made
from fresh fruit and wine is a perfect beverage for summer parties and offers a
freshness to wine enthusiasts.

Ingredients:
1 cup of cubed seasonal fruits
1 cup orange juice
1 bottle red wine
1/2 cup sugar
2 tblsp cognac
2 cups soda

Price: Rs.1,800 per pitcher plus tax.

7. Tequila Sunrise: The drink is called Tequila Sunrise because of the way it
looks after it is poured into a glass - denser ingredients settle down, creating
gradations in colour that look like a sunrise. The cocktail is considered a long
drink and is usually served in a highball glass.

Ingredients:
2 oz Tequila
1 glass of orange juice
Dash of grenadine

Price: Rs.300 per glass plus tax.

8. Cosmopolitan: It is a cocktail made with vodka, triple sec, cranberry juice,

and freshly squeezed lime juice. It first appeared on the scene in the 1980s but it
was TV series "Sex and the City" that got it international recognition.

Ingredients:
1 1/4 oz vodka
1/4 cup cranberry juice
1/4 cup oz lime juice
1/4 cup triple sec

Price: Rs.225 per glass plus tax.

9. Singapore Sling: It is one of the oldest cocktails developed by Ngiam Tong
Boon, a bartender working at the Long Bar in Raffles Hotel in Singapore. The
attractive pink- coloured cocktail is quite popular among women.

Ingredients:
1 1/2 oz gin
1 oz lemon juice
1/4 oz sugar syrup
1 1/2 tsp powdered sugar
2 oz club soda
1/2 oz cherry brandy
A lemon slice and maraschino cherry to garnish

Price: Rs.250 per glass plus tax.

10. Watermelon Jolly Rancher: If you want the sweet taste of a watermelon
and a great buzz to party, then this is your drink.

Ingredients:
1 1/2 oz vodka
1/2 oz watermelon
0.5 oz sweet & sour mix
1/2 oz grenadine
2 tblsp lime juice

Price: Rs.250 for a glass plus tax

Restaurant sales are rarely constant. Seasonality, competition, the economy, and
countless other factors can play a role in how many people come into your restaurant.
But one thing is constant for restaurateurs: no matter how much you sell, you always
feel like you could be doing more to increase restaurant sales.
Even the most successful restaurant businesses have potential to increase sales. In the
past, restaurant owners have believed that paying for advertisements was the best
route to increasing restaurant sales. While this still has the potential to expose your
brand to the public, it’s also a costly venture that isn’t guaranteed to work.
If you’re looking to increase your restaurant’s sales, try investing your time and
money in these ideas for more personalized, effective and modern ways to increase
restaurant sales.
1) Offer Online Ordering
Diners have a lot of other options of where they can go out to eat. So, in order to
increase your restaurant’s sales, you’ll need to make it easier for your customers to
choose you over a competitor. If you offer online ordering, you clear up your phones
and the lines out your door. Guests won’t be forced to wait around just to be served.
This allows your kitchen and staff to complete more orders in less time.
This feature also makes you more discoverable online, and people will be able to
order right from their computers or smartphones. Your guests want a convenient
dining experience, not a complicated one. Make it easy for them and increase your
sales at the same time by offering online ordering in your restaurant.

2) Utilize Social Media

Restaurants have the incredible opportunity to promote their business and convey
their brand outside their walls – for free. If your restaurant is not taking advantage of
social media, I ask you the following question: why? Social media is free, takes little
time out of your day, and lets you connect with customers on an individual level. By
commenting on your fans’ posts, sharing photos of your food and staff, and putting
out exclusive offers for your followers, you create a community for your business that
expands far beyond your physical location. Social media helps increase awareness of
your business in a world oversaturated by restaurant choices, and thus can help you
increase your restaurant sales.

3) Adopt a Loyalty Program

To increase restaurant sales, it’s easier to focus inward before focusing outward. Let’s
put that in the proper context: focusing on your existing customers is a great first
place to start increasing your sales, and a loyalty program can help you do just
that. According to LevelUp, members of a restaurant loyalty program spend 19%
more on average when redeeming their reward, and their frequency of visiting your
restaurant increases 75% between their first and tenth reward redemption. A natural
side effect of a loyalty program is increased visitors, as those looking for somewhere
to eat might bring along coworkers, friends, or family to your restaurant.
4) Claim Your Page on Google My Business
If you haven’t already done so, register your restaurant on Google My Business –
now. Having a presence on Google My Business adds insurmountable credibility to
your online presence. If someone is searching for you on Google, your hours, website,
location, and photos will all be at the top of search results – right in one place for
searchers to see. This puts any hesitations to rest and allows diners to find your
restaurant and order from you or place a reservation immediately. The best part –
signing up for Google My Business takes all of 10 minutes. Learn more about the
importance of Google My Business and how to set it up your restaurant here.
5) Use the Proper Restaurant Technology
Clunky computers and cash registers can clog up your lines, handwritten orders can
lead to mistakes or misunderstandings from your kitchen team, and dated technology
is dated for a reason. Without a reliable POS system and the corresponding features,
your restaurant’s efficiency is at risk of stalling, thus limiting the amount of sales you
can process in a given time. Dated technology can also result in a frustrating
experience for both your staff and your customers – causing both to leave. Instead,
bring in a modern POS with a reporting feature so that you can streamline your
operations and access all the data you need to know how to increase your restaurant’s
sales.
6) Construct Your Menu Carefully
Certain menu items and food prices in your restaurant may be keeping your sales
lower than they could be. Maybe the menu item you think is the most profitable is
actually too expensive in your customers’ eyes, or maybe it’s time to discontinue the
dish that no one seems to be ordering. Think your pricing model may need an update?
The only way to be sure is to start menu engineering and strategically picking price
points and menu offerings that will increase restaurant sales.
7) Turn Your Customers into Promoters
This one should be obvious – but you can’t expect to see an increase in restaurant
sales without stellar meals, presentation and service! Word of mouth is immensely
powerful: while a satisfied customer will share their praise with three people, a
dissatisfied customer will share their grievances with 10. By that logic, you could lose
a customer forever before they even come in your door. Don’t let this happen.
Consistently provide an exceptional experience for all guests that will increase
restaurant sales from them and their connections.
Increasing Your Restaurant’s Sales
Today, there are over 1 million restaurants in the United States. This is a good sign for
the industry; thousands of new restaurants open every year and many are successful.
However, this oversaturation can make it more difficult for restaurants to make
themselves known. If you want your restaurant to stand out from the rest, adopt these
seven simple ways to increase restaurant sales.

Hire the right people

When you have hire enough applicants. it is time to review to applicants. you are trying to hire a
candidate who can do an work and be liked and loved the work and guests. Check the
applicant’s education, previous job designation, duties, timing at each position and any other
aspects
During the interview process, give the simple description to applicant such as designation, job
hours, duties and responsibilitiesy. Tell him about your guests— if guests are business or
leisure, families or corporate clients.
They will always honest and up front about your hotel culture, servicing and working
conditions. They will help guest. They perform the better picture and environment of hotel.

HR be careful ask the questions in the interview. Some questions are illegal and cannot be asked by an
employer. Ask your legal professional or a hotel consultant if your questions are legal to ask in
interviews. Questions you can ask include behavioral and situational scenarios pertaining to the job
duties and responsibilities.

Ask applicants about their future aspirations and long-term goals. This
will help you determine if they will be with you on a long-term basis or
if your company is only a stepping stone for the time being. Depending
on the position, will they still be in the hotel industry in two, five, 10
years?

Set expectations
When you’ve hired the right applicant, make sure to set the tone and
expectation of the position.
Provide a written job description to him to sign and accept. The job
description should include position, title, appearance, duties,
responsibilities, physical/mental constraints, and skills needed to
complete job or tasks.

If the position allows, provide and explain the goals for the position or
department. When goals are given to employees, they often are more
engaged and committed to achieving them and gaining success.

Give ongoing feedback and direction

All employees need feedback and direction from their manager or
supervisor on an ongoing basis.

Managers should tell them what they're doing well, what they can do
differently and what they should stop doing. Give them praise. Say thank
you. Address performance issues. Ask them how they're doing.

Managers need to engage in an ongoing, two-way dialogue about

performance with their employees. This feedback and direction helps
improve employee performance, but it also builds a strong working
relationship between them and their manager that contributes to
employee engagement and retention.

Recognize and reward solid performance

We all like to feel appreciated. Your hotel and managers need formal
and informal ways to recognize and reward high performance.

Not all rewards need to be financial. Time off, a preferred shift or even a
simple "thank you" or public recognition of their efforts can be effective
ways to motivate, reward and engage employees. And employees who
feel valued tend to stick around.

Provide opportunities for development

Giving your staff opportunities to develop and expand their knowledge,
skills and experience can be a powerful contributor to employee
retention.

Supporting employee development through paid or subsidized courses,

webinars, books, job shadowing, work experiences, mentoring, podcasts,
etc. helps to communicate to them that you value them and their work
and are committed to their success and career progression. All of this
drives employee retention.

Conclusion
When it comes to employee retention, there's a lot your hotel and
management staff can do. These talent management best practices not
only contribute to employee retention, they increase employee
performance, engagement and satisfaction. And all that is good for
business.