Telephone conversation

Owner ( me) : Good afternoon! Welcome to Le Ciel hotel and resort! I am Anne and what can I do for you?
Customer ( Jhai ) : What is your house specialty mainly in your restaurant?
Owner: For main course, our specialty is the roasted meat with creamy jardiniere and for dessert is the mouth-watering chocolate mousse created by our chef.
Customer : Sounds good! What about your drinks?
Owner : For our drinks, we are famous for our strawberry-banana milkshake and our zesty lemon iced tea.
Customer : Oh, sorry but I don't like strawberry-banana milkshake. Do have mocha shake with chocolates on top?
Owner: Yes ma'am. If you want I'll recommend you our choco-mallow float. Its one of our best drinks in Enclave.
Customer: But I want mocha. Can you give me that?
Owner : Of course ma'am. Would you like mocha shake or mocha frappe?
Customer : I like mocha frappe. That's what I'll order.
Owner : Okay ma'am. Would you like it delivered to your room or you'll just eat in our restaurant?
Customer : Please deliver it here in my room.
Owner : Okay ma'am. We'll deliver your order right away. Is there anything we can do for you ma'am?
Customer : None. Thank you so much!
Owner : You're very welcome ma'am. Thank you for calling Le Ciel hotel and resorts. Enjoy your stay here and have a nice day! 

Help / Menu guide

Dial these numbers for:

21 - Emergency
0 - GSC ( Guest Service Center )
7213 - Laundry
7399 - Concierge
6190 - Duty manager
7999 - Engineering
7996 - Rooms controller
7995 - House keeping
7954 -Security
7953 - Front office
7952 - Reservation Information center

Customer care norms

• Respect

- Respect comes from an understanding that every person is unique and valuable. 

- Our guests are very important people and we must treat them with respect to build a lasting relationship.

- To demonstrate respect, we must: Respect our guests privacy, their culture and religion. We must also respect   their wishes and always try to accommodate their requests, unless they are illegal. We should not discriminate them nor embarrass, belittle or neglect our guests.

  

• Humility

- A humble person is unpretentious and modest. He/she does not think that he/she is better or more important than others.

- To demonstrate Humility, we must: Put our guests as our first priority. Humble ourselves, treat our guests respectfully at all time, even when they are wrong. And we should not argue with our guests in order to prove we are right / justify our actions.

• Courtesy

- A courteous person creates a good and lasting impression.

- It means politeness, good manner and being considerate.

- To demonstrate Courtesy, we should: Be polite by using courteous phrases with the appropriate tone and expressions. Be of good manners. Be considerate by putting ourselves into the shoes of our guests. And finally, Constantly having a genuine and sincere SMILE to welcome and greet our guests.

• Helpfulness

- Helpfulness is one of the core values that enables us to show that we are customer-focused.

- To demonstrate Helpfulness, we should: Anticipate guests needs and offer services. Provide one-stop-shop service. Go to the extra mile to offer further assistance. Follow up to ensure that guests needs have been met.

• Sincerity

- We must have the genuine desire to serve our guests. To delight them each and every time.

- Sincerity must come from the heart. You must take ownership to care for our guests. You must enjoy our work. We must have the right attitude.

Company slogan

Guidelines in answering customer complaints.

•  Listen to their feelings and complaints.                                                                              
• Apologize 
• Fix the problem immediately to gain confidence and to gain the client's trust.
• Delight, the extra mile. Do what you have to do~ Are you willing to do and go the extra mile to satisfy your client? 
• Follow up

Customer satisfaction survey

Please take a moment to rate our services. Thank you for giving us the opportunity to serve you.
	Excellent Good Average Below average Poor N/A Menu Variety Value for price paid Promptness of service Quality of service Quality of food Quality of beverage
	Excellent Good Average Below average Poor N/A Overall, how would you rate our staff's hospitality? (Friendliness, courtesy, responsiveness) Overall, how would you rate our resort's public areas? Overall, how would you rate the value for the price paid? Overall, how would you rate the resort's ability to provide a relaxing atmosphere?
	Please rate the following: Excellent Good Average Below average Poor N/A Decor Cleanliness Condition of rooms Housekeeping services Heating/cooling within the room

Customer registration form

Single (Deluxe Ocean View)	Rate $239.00  1 2 3 4 5 6 7 8 9 10
Double or Queen (Deluxe Ocean View):	Rate $259.00  1 2 3 4 5 6 7 8 9 10
Suite - King (Deluxe Ocean View):	Rate $315.00  1 2 3 4 5 6 7 8 9 10
Single (Garden/Golf/Mountain View):	Rate $199.00  1 2 3 4 5 6 7 8 9 10
Double or Queen (Garden/Golf/Mountain):	Rate $219.00  1 2 3 4 5 6 7 8 9 10
Suite - King(Garden/Golf/Mountain View):	Rate $275.00  1 2 3 4 5 6 7 8 9 10
Additional Person:	Rate $25.00  1 2 3 4 5 6 7 8 9 10
Grand Total:
Date of Arrival:*
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Expiration Month:*	Month January February March April May June July August September October November December	From your card
Expiration Year:*	Year 2009 2010 2011 2012 2013 2014 2015 2016	From your card
Card Brand:*	Choose a Card American Express Discover Master Card Visa

A conversation with a customer ( with idioms )

Owner: Hello!! How are you? Have you heard of my new business? Its a combination of a hotel and a resort. You should totally check it out if you have time.

Customer: Really? That's good! At least you managed to establish a business. So what about your hotel's design and its facilities?

Owner: Well.. the design of my hotel-resort is inspired by the contemporary designs of the Americans but I thought of mixing it up with the indigenous designs and materials here in our country to make it feel more cozy and relaxing. Now, talking about our facilities, we have a complete set of facilities whether its for your entertainment, relaxation and even for your health. So even if you become sick as a dog, there would still be facilities you can go to because we aim to provide to all of the needs of our customers.


Customer: Wow! I'm impressed! I'll definitely go there! But how about your staff? Are they welcoming and alert?


Owner: Of course! They have undergone different trainings before they started working in our hotel. I personally, as the owner, have observed them whenever they have trainings and when they work. I can proudly say that they are smart as a fox!


Customer: Well that's impressive! I'll visit your hotel one of these days and I'll tell my amiga's and co-workers about it.

Owner: If that's the case, I will thank you form the bottom of my heart and I will give you a complimentary dinner at our restaurant inside the hotel. Just call me in my office about the day you'll visit my hotel.