Element 1: Seek information
on the hospitality industry 42
© ASEAN 2012 Trainee Manual Maintain hospitality industry knowledge To help make sales
– employers
want staff to be order makers, not just order takers and the use of relevant, accurate and current product knowledge greatly assists in these efforts To generate repeat
business from customers – these repeat customers are the ones who comeback and spend more money in your establishment simply because of your knowledge and/or the service you have given them To generate referral business
– referral business comes when satisfied customers tell others about how great your service is and recommend they also do business with you To comply with general
operational requirements – which includes meeting all internal policy and procedure requirements as well as all legally imposed statutory obligations To entice the customer/guest to spend an extra day with you
– where your customers are visitors/tourists, your product knowledge about the local area and local attractions can encourage them to extend their stay by an extra day (or two) meaning a substantial increase
in revenue from accommodation, food and/or drink as well as flow-on benefits to local communities, jobs and economies To answer routine questions customers and guests expect you to be able to answer.
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