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Maintain Relationship to Repeater Guests

Maintain Relationship to Repeater GuestsWhen met at his workplace, I Ketut Winanta who serves as Resident Manager at the Legian Paradiso Hotel looks so cool while chatting with guests. Warm atmosphere adorns their conversation. Apparently, on the sidelines of his bustles, in fact he also makes this time to accompany his guests to have lunch. According to Winanta, the tasks of manager did not only govern the company but it should also maintain good relationship to guests. “We always give the best services and they even exceed the expectation of guests from check-in to check-out,” said the man from Mengwi.

No wonder, if Winanta often looks to accompany his guests to have meals and conversation. “Guests must be given special handling because they do not only become a king but also a family. Hence, we always want to give the impression of trying to be different such as by making a direct approach,” he said friendly. He added that the entire hotel staff were required to apply the hospitality like giving a greeting with a smile and greeting guests by name. “The impression we offer is that ‘I am happy to serve you’ so that guests will feel comfortable and to be helped,” explained the man having a hobby of reading and meditation.

Aside from being supported by hospitality, he said, they were not inseparable from the convenience of facilities, services and amenities. “From March 2012, we did a lot of refurbishment to rooms, lobby and restaurant. We adjusted the refurbishment to the era of tourism without leaving the norms in society,” he said. Moreover, to improve the quality and amenities, Winanta revealed there would be the addition of spa and gym facilities. “Various refurbishment and refreshment made to the atmosphere of the hotel is intended to maintain the good relationship to guests both for the first-time guests and repeater guests. Guests staying for long period will be invited to the Management Cocktail Party.

“This program poses an appreciation of the management to repeater guests who have showed off their loyalty to choose the Legian Paradiso during their holiday in Bali. Here, they will submit comments or complaints about the hotel. So far, their comments are good. Even, many of them wish to submit comments in front of our management.”Currently, he said, the repeater guests showed an increase from 30 percent to 35 percent. “Our main market is Australian guest. To maintain and improve services extended to repeater guests, our staff here is always provided with training such as related to food and beverage service and English language mastery,” said the Resident Manager who likes traveling. (BTN/Ocha)

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Tuesday, August 04, 2015
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