Posted: Januari 11, 2011 in Research Papers

Hotelier is the owner, chairman or chief executive of a hotel or hotel group.
Hotel managers are responsible for operations, including reservations, food services, housekeeping and conventions. In a small hotel, one manager usually makes all the important daily decisions, whereas in a large establishment, a general manager hires a number of managers to be in charge of individual departments.
There are 6 step how to become a good hotel manager :
Step 1
Ask yourself if you have excellent interpersonal, communication and organizational skills. They are necessary for a successful hotel management career.
Step 2
Obtain a college degree in hotel management or restaurant management. Remember that a food services department contributes greatly to the profits of a hotel; a successful restaurant manager can see his or her career advance quickly.
Step 3
Take advantage of work-study programs offered by many colleges so that you will gain solid experience working in hotels.
Step 4
Expect to go through a hotel’s training program once you are hired after college. During the first couple of years you will be handling only relatively mundane duties, instead of providing your input on issues such as staffing, hotel decor or conventions.
Step 5
Understand that you might be offered a position as a front office manager, a food and beverage manager, a convention services manager, or any of a number of administrative positions after your training period. If you are successful at different managerial positions, your career will benefit in the long run.
Step 6
Be aware that a promotion might require you to relocate for a few years if you work for a hotel chain that has properties throughout the country.

English is an international language and a business language as well. Almost in all the hotels, English has been used as the only language of communication between guest and the hotel staff. If English is not your mother tongue and you like to improve your English then this post is for you to give you some guideline so that you can improve your level of English to be a perfect hotelier-in fact as a hotelier you have to give proper service to guest and for that you need to talk and in which language? English!

Here are some basic tips you should follow to improve your English to be a successful hotelier :
• Change your attitude first. English is not a language of aliens. People like you use it to share their thoughts. It is very easy to achieve big amount of proficiency if you have such passion. If you can do hard hotel job then you should build confidence that English is much easy to learn then doing any hotel job.
• First Listen then Reply. It is always advisable that if you are a hotelier then in times of making conversation with guests you should listen him first then answer. If you try to answer quickly or stop guest while talking and give your answer then you may do mistake and at the same time guest may feel insulted as he will guess you are not listening him properly. So, never try to be an Idiot. Be calm, quite, keep patience, try to understand what guest is talking about and then reply correctly.
• Use simple language. As an hotelier it is not expected that you are an English professor using boom busting words. Your duty is to share your thoughts not showing your English proficiency. On the other hand your guest may not understand English very well. So, the most simple words and expression you use to share your thoughts the better feedback you should get. While talking use common polite expressions, be friendly, give smile and follow proper gesture and posture.
• Be updated. English is a global language which is being updated every now and then. So be updated by reading newspaper, magazines, surfing internet, watching television etc. There are many norms and terms which are not used at present time which used to present long time ago. So, as a smart hotelier you should not use backdated words.
• Set vision. Level of English proficiency is a big criterion for your promotion in job field. If you become expert in your department then there is a high chance that top level authority would give you a promotion. The better position you hold the more you have to write, talk, read and listen and all are in English. So, from now set a vision in your mind that to be a good ranked hotelier you need to improve your English and it is from now. This site will be your perfect friend in your journey.
• Learn from Expert. From your colleagues there will be some person who may have better English proficiency. Try to follow them. First try to investigate how the talk, what language they use, how they handle guest, which words in which situation they use etc. By this way, you could improve your English a lot.
• Know Hotel English. What do I try to mean by hotel English? For better understanding, the words and expressions we have to use in hotel may be called as hotel English. There is some good range of vocabulary which is used in hotel industry. You should learn all those words first and use those. Such big list of Hotel English Vocabulary suitable in every department will be included in our ebook.
• Avoid Carelessness. Language is such a powerful thing by which you can make your guest happy and make double selling within a second and at the same time it is you, who by mistake, may use a wrong word in wrong situation which could make your guest upset and even things may become your nightmare if you have to lose your customer for that or even he complains against you. Especially we would like to suggest you to be more careful to talk to a lady guests. So, it will be better not to use such words, you are not comfortable with and avoid complex sentences and if by mistake you use such, right at that moment do apologize to your guest and try to make the situation comfortable.


Dealing with Customer Complaints
When a customer contacts your company to complain about a product or service received, it can be a blessing in disguise. For every person who complains, there can be hundreds who do not bother to complain but who also spread negative comments about your company.
In situations where customer complaints occur, the complaint must be dealt with immediately and the cause of the complaint rectified. Some companies are not concerned with quality and often ignore complaints or deal with them dishonestly. Seeking customer satisfaction benefits a company in the long run.
a. Dealing with complaints
When the customer pays for a product or service, it is assumed that the product will work correctly or that the service received is as promised. Ideally, the customer will be satisfied, and there will be no complaints.
If there is a problem and the customer complains about it, your company should quickly answer the complaint and solve the customer’s problem. This is often done through your company’s customer service activity. But also, you need to follow up and improve your business processes to rectify the problem.
Solve the problem
You need to immediately answer the complaint and solve the problem. It may be to give money back, exchange a product or do some repair.
Special bonus
To make sure the customer is completely satisfied, some companies will provide some special service or a reduced price on another product. This is done to assure the customer will come back for more business. Many retail stores have a generous return policy to satisfy dissatisfied customers.
Dishonest customers
Unfortunately, there are dishonest customers who will make false claims to get some bonus. Some people will use a product or piece of clothing and then return it, saying they weren’t satisfied.
Price in customer service
When a company sells a product or a provides a service, part of the pricing should include the cost of servicing a certain percentage of defective products or complaints.
Rectify problem
The second thing a company should do upon receiving a complaint is to seek to rectify the problem.
Although a company hopes not to get complaints, they often can be blessing in disguise. Sometimes problems can be caught and fixed before they cause serious negative feedback or even legal problems.
It is in the company’s best interest to solve any problems and try to make sure that they don’t happen again. It is foolish for a company not to use customer complaints to initiate a corrective action.

b. Not dealing with complaints
Businesses that don’t bother about satisfying their customers usually get more customer complaints. Answering them can, of course, cost the company money. Some companies will try to mollify angry customers but many don’t even bother.
Making money off complaints
One software company holds weekly staff meetings to build morale and allow for status reports from each department. One part of their meetings is the report on how many customer problems they rectified the past week. If the number increased, the group was given praise.
Complaints that fall on deaf ears
Have you ever experienced poor service or purchased a defective product and complained about it, only to have your complaints fall on deaf ears? Many companies that have plenty of business feel they don’t need to bother with complainers.
These businesses become very independent, especially if they have a product or service in demand. Some continue to succeed, even though they ignore customer complaints, but many will pay the price of lost business and degraded reputation in the long run.
Apology mollifies customer
A company that responds and apologizes mollifies the complaining customer. But some of these companies never rectify the problem, like the hotel in the above story. The act of responding to the customer and apologizing is good business. Not fixing the problem is risky, though, and may backfire on the company.
Could be sued
The bug letter story originated some 30 years ago. In today’s litigation crazed society, the hotel would have been sued for millions. Perhaps that is not so bad, if it is a case of ignoring problems. But if it was an honest mistake, such litigation can be destructive to the business as well as to society. We all pay more for things, because businesses must insure themselves against nuisance lawsuits

Social conflicts often involve some misunderstanding. Parties in conflict communicate by what they say (or do not say) and how they behave toward each other. Even normal interaction may involve faulty communication, but conflict seems to worsen the problem. When two people are in conflict, they often make negative assumptions about “the other.” Consequently, a statement that might have seemed innocuous when two parties were friends might seem hostile or threatening when the same parties are in conflict.

Definition: The practice of many hotels of confirming more reservations than actual inventory will permit. Hotels use historic no-show information to determine what percentage they can overcommit rooms. This practice is intended to enable 100 percent occupancy for the hotel.
There are what should we do if we as guest a hotel :
– Ask for proof and detail of the booking
– Apologies for the mistake
– Explain what happened
– Find out how many people are in the party and what room they need
– Show sympathy and understanding of the guest complaint
– Allocate the cheapest available rooms- you are expecting a fax confirming booking for the superior rooms so you want keep them


Strutt Peter. English for International Tourism. 2003. England : Longman.


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