Maintain hospitality industry knowledge
How to share the knowledge
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develop-and-update-tg, SITHIND001B R1
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- Sharing information with customers
- Element 3: Update hospitality industry knowledge
| How to share the knowledge Sharing knowledge with colleagues The basic ways to share information with fellow employees are to Tell your colleagues about what you have learned – on a one-to-one basis, or at staff briefings or meetings Demonstrate – anew technique, methods, procedure, machine or skill Email coworkers with the information you have discovered – prepare a useful sheet/handout with the necessary, new or revised information Prepare a short handout – put this on the noticeboard and/or photocopy it and distribute it. Sharing information with customers „Customers‟ include guests, friends of guests and visitors generally – they can be individuals, families or groups of business people or tour groups. Ways to share new knowledge with customers (depending on the type of information involved) can include Verbally providing advice that includes the new information – supplementing information with hard copy materials such as maps, brochures and handouts Preparing posters to share the information – and placing these posters in high- traffic/high visibility areas such as reception and elevators or in information areas located near reception/in the foyer area Producing handouts – perhaps of recipes, local events, sample/free itineraries for local trips/tours (it is a good idea to develop a series of trips/tours of this nature focusing on two-hour trips, half-day trips and full-day trips. Element 3: Update hospitality industry knowledge © ASEAN 2012 Trainee Manual Maintain hospitality industry knowledge 75 Incorporating knowledge into everyday practice The basics of this include Working in accordance with new/revised requirements – actual practice must reflect the changes/new knowledge Using new knowledge to modify personal work practices – such as using new information to devise abetter, safer or more effective way to do traditional tasks Updating printed materials – such as checklists, standard operating procedures, training materials, service standards, manuals Supplying information to customers that incorporates the new knowledge – this can include Responses to customer questions Being proactive and offering information you deem will be of interest/important to individual customers without waiting to be asked for it. Download 2.68 Mb. Share with your friends:
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