Grand Hotel Reception Art

Author: Hiroshi Hashimoto and Shi-Dun He
Publisher:
Publish Date: 2002-01-01
Features: Are you working in the hospitality industry? Do you possess the reception service skills that satisfy guests? As one of the founders of the Okura Hotel in Japan, Mr. Hiroshi Hashimoto shares with us through 50 vivid and real-life examples: Reception service is an art, and to master this art, one must constantly cultivate eight abilities—communication skills, observation skills, empathy skills, self-respect skills, approachability skills, information skills, judgment skills, and action skills. Only by mastering and skillfully applying these eight abilities can one achieve the pinnacle of service work. The purpose of this book is to introduce readers to how service staff can build a close relationship with guests, earn the trust and goodwill of top-tier service professionals, and illustrate methods and approaches for honing one's skills through concrete examples in daily service activities.