Channels

Software aims to upgrade hotel service

Hotel Association develops program for teaching workers how to look presentable, offer better service. Rules include keeping hair tied up, wearing white pantyhose, matching bra color to shirt color, avoiding phone conversations or text messaging during work

Hair must be tied up, earrings should fit tightly without extending below the earlobe, and general hygiene must be maintained, including showering and wearing deodorant. These are just some of the behavioral rules included in a new software developed by the Israel Hotel Association (IHA), which guides hotel staff on how to provide better service.

 

The software is being distributed to 350 hotel managers across the country these days.

 

"The importance of training staff to give excellent service to hotel guests is a critical condition for visitors enjoying the stay and turning into returning guests," explains IHA Deputy CEO for Human Resources Yoav Bachar.

 

He says the IHA created a "professional educational software which provides communication skills, quality of service, self-awareness as a tool for improving service and providing an efficient response to guests' appeals and handling their problems."

 

The software's main message is that guests' experience while staying in the hotel is built from their meetings with the entire staff, from security guards and reception clerks through chambermaids and maintenance workers, to waiters at the dining hall and other workers.

 

The software includes clips presenting correct service, actions and behaviors which need to be fixed, as well as a test on the studied material. The test reveals that female service providers must keep their hair up and wear white pantyhose during the summer and black tights in the winter. Chewing gum is an improper habit and the hotel uniform must not smell of cigarettes.

 

The software also includes rules for matching clothing and colors, including matching the color of the bra to the color of the shirt, keeping hands and fingernails clean, avoiding private telephones conversations, especially while around guests, and other procedures which may upgrade service in Israel hotels.

 

 


פרסום ראשון: 11.10.13, 14:18
 new comment
Warning:
This will delete your current comment