Hotel Guest Complaints

Listen - Empathize - Apologize - Take action - Follow up - that's all and you are on your way to get a return guest. - Here in this article we are going to discuss all about the biggest topic for hotel industry "guest satisfaction" or "guest complaints".  Guest complaints hamper the reputation and working condition of the hotel. So to improve the standard of the hotel, the operational staff as well as managers should handle complaints very tactfully. Guest complaints are generally handled by Junior Executives, Hosts or Guest Relation Executives (GRE). But always keep this thing in mind that guests complaint only when they are not happy with the service only but the service for which he or she is complaining is very important to him / her at that moment.

The complaint handling thing is not a easy job so if you are not experienced with it or dont have any detail knowledge of the problem its better to refer someone may be your senior so the guest feel that the complaint is taken seriously.

But this doesn't mean that you escape the problem all the time but try to stay with the guest and help him / her to your best so that the problems may get solved. Here in this article you will learn so many about guest complaint so next time you may at-least try to solve some of them without referring to your senior.

The top 5 Guest complaints in the Hotel industry now a days are very well related to:

1. Wi-Fi
2. Attitudes and behavior of the staff
3. Cancellations and refund
4. Dissatisfaction is due to a misrepresentation
5. Extra charges

Few basic Tips on how to handle Guest Complaints:

A Step by Step process that works most of the time.

• Listen - concern - empathy.
• Isolate
• Stay calm - Don't argue
• Show personal interest
• Give undivided attention - Concentrate on problem - Don't blame - Don't  Insult
• Take notes
• Offer choices - No false promise & don't exceed authority
• Plan corrective actions - Be specific - Set duration
• Monitor the progress
• Follow up

Lets sum up - Few steps in detail.

1. Listen with concern and attention to the guest.

   

2. Isolate the guest if possible so that the other guests are not affected.
3. Stay calm and do not argue with the guest.
4. Be aware of the guest self esteem and show a personal interest in the problem. Use the guest’s name frequently and take the complaint seriously.
5. Give the guest your undivided attention.
6. Concentrate on the problem and do not blame or insult the guest.
7. Writing down the points saves time, especially if someone else must get involved. Also the guest will slow down to help in writing. Moreover the fact that the staff is concerned enough to write down the problem re-assures the guest.
8. Tell the guest what can be done and offer choices. Do not promise the impossible, and do not exceed your authority.
9. Set an approximate time for completion of corrective actions. Be specific but do not underestimate the amount of time it will take to resolve the problem.
10. Monitor the progress of the corrective action.
11. Follow up. Even if the complaint was resolved by someone else, contact the guest to ensure that the problem was resolved satisfactorily. Report the entire event, actions taken, and the conclusion of the incident.

Reference: Guidelines for Handling guest-complaints...

Guest Complaints are gifts from guests

Unhappy Guests often do not complain but never come back to the hotel and take other 250 approx guest with them.

Heres How... If you get a Complaint - About 25 others have had the same problem but say nothing.    - AND - An unhappy guest will tell approx 10 people about the problem.

Read some more about 4 steps to handling customer complaints..

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source https://www.bngkolkata.com/web/hotel-guest-complaints/

Tutti Frutti Recipe

TUTTI FRUTTI

Tutti Frutti is a Cold desert combination of two flavor pineapple and / or rose. It contains various other chopped & usually candied fruit items, or sometime an artificially created flavour that simulate a combined flavour of various  different types of fruits. The word Frutti explain a lot about the fruit contain of this popular desert. Its a very popular desert for all ages across the globe specially for the children's.

Here in this recipe post we will learn how to make Tutti Frutti Ice Cream, Ingredients used in making Tutti Frutti Ice Cream, Methods of preparing tutti frutti step by step.

RECIPE TYPE : Desert
CUISINE : World
PREP TIME : 5 mins
TOTAL TIME : 7 mins
SERVES : 1

INGREDIENTS of Making Tutti Frutti :

1. Vanilla Ice Cream - 2 Scoop
2. Nuts(Chopped) - 30gm
3. Pineapple Syrup - 60ml
4. Rose Syrup - 60ml
5. Cherry-1 Pic
6. Cocktail Umbrella-1 Pic

INSTRUCTIONS and METHODS of  Making Tutti Frutti :

1.    Scoop a portion of ice cream in a glass.
2.    Add mixed fruit.
3.    Add 30 ml of mixed syrup.
4.    Again scoop a portion of ice cream in a glass.
5.    Add mixed fruit.
6.    Add rest 30ml of mixed syrup.
7.    Garnish with some cherry & cocktail umbrella.

Find more on Tutti Fruity Ice-Cream Recipe by Niru Gupta at NDTV Food, Eat Well Live Well .. Click

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Mutton Rogan Josh

A fine delicacy form Kashmir which derives its name from red Kashmiri Chillies and literally means Red lamb. Mutton Rogan Josh is a delicious mutton curry and it is perhaps the most famous of all Kashmiri dishes. This
Kashmiri lamb curry, spiced with Kashmiri red chilli, cardamom, cinnamon and  slow cooked in cashewnut paste and tomato puree.

RECIPE TYPE : Main Course
CUISINE : Indian
PREP TIME : 40 mins
TOTAL TIME : 45 mins
SERVES : 2-3

INGREDIENTS for making Mutton Rogan Josh:

1. Leg of Mutton (Raan)-500 Gm
2. Tomato-115gm
3. Coriander Powder-10gm
4. Oil-30ml
5. Kashmiri Chilly Powder-15 Gm
6. Ginger-10gm
7. Nutmeg Powder-A Pinch
8. Saffron-A Pinch
9. Cumin Seeds-A Pinch
10. Mace Powder-A Pinch
11. Garlic -A Flakes
12. Onion-115gm
13. Ratan Jog-2gm
14. Salt-To Taste
15. Yakhni(Indian Stock)-200ml
16. Milk-60 Ml

INSTRUCTIONS / METHODS for making Mutton Rogan Josh:

1. Chop onions,grind ginger,cumin seeds & garlic
2. Heat fat,add onion & ground spices fry well.
3. Add chopped tomatoes & mutton pieces cook well.
4. Dilute saffron with milk, put it half to the mixture
5. Add stock,nutmeg,mace,salt & ratan jog
6. Cook till the meat is tender,correct the seasoning
7. Add rest of the diluted saffron.

Learn more with Sanjeev Kapoor exclusive recipe on Mutton Rogan Josh .

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Ten rules for good service

“When I don't get a good service in a restaurant, I don’t leave a tip, and I don’t feel guilty about it.”  There’s no reason to tip a server (the modern word for a waiter or waitress that solves the gender problem) just because he or she has managed to get the food to the table! Diners have the right to expect and receive good service. Unfortunately, most servers don’t know what good service is. So let’s see if we can help them. Here are the 10 Commandments of Good Service:

[caption id="attachment_8206" align="alignnone" width="1366"] Ten rules for good service by BNG Hotel Management Kolkata[/caption]

1. Always be prompt. There is no better way to lose a tip than to leave a guest sitting at the table for 10 minutes waiting for his/her drink, or to make him/her wait 15 minutes to get the check when they are ready to leave.

2. Be pleasant. Never be surly or arrogant is te golden rule for a good service.

3. Be neat and clean. Dirty or un-pressed uniforms are a sure sign of an uncaring, unprofessional server. Even worse are servers who need a bath or ones with hands that look like those of an auto mechanic.

4. Fill requests immediately. There is no such thing as a delayable request from a diner. A request for some mayonnaise to go with a hamburger cannot wait for minutes while another table is served. By that time the burger is cold and everyone else at the table is halfway through their meal.

5. For a good service, be attentive/ receptive. Servers should frequently be within sight of their tables so that guests can catch their eye if they need anything. Having to shout, “Waiter” halfway across a dining room should never be necessary.

6. Be knowledgeable about the menu specials and wine list. Be able to explain items accurately and to make recommendation can easily increase the tip.

7. Deliver the food to the person who ordered it and be vigilant enough to pace the meal so that the entrée doesn’t arrive before the soup is eaten.

8. Be attentive to condiments, bread and water, as well as flatware. Running out of water is not acceptable, as well as not having a spoon to stir the coffee, which was ordered with cream and sugar.

9. Know how to open and serve a bottle of wine properly.

10. Be able to handle unusual major disasters.

 

Servers should not look disgusted when a table of eight requests separate checks, even if they forget to tell the server until the end of the meal. And the server shouldn’t panic when he or she walks to the table and sees that most of a 4-year-old’s lunch has landed on the floor.

Everything doesn’t have to be perfect to feel that the service was good, but the meal does have to flow smoothly as a result of the server’s attention and guidance.

If the service is just OK, guests usually leave a 5 % tip. If the service is good, guests leave 10 %. But if the server has gone out of his or her way or a guest thinks the service was excellent, they will leave up to 20 % tip.

On the other hand, when the service is bad, guests do not tip and they intend to not complain to restaurant hostesses/Maitre’d or managers (or to the outside environment). Some express their dissatisfaction directly, by not leaving the tip. Next time, if they return to that restaurant, they will just ask for a different server. That is, if they ever return to that restaurant.

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Mousse Recipe

Mousse

Mousse is a dessert with whipped cream as base, sometimes stabilized with gelatin & chilled with a mold.
Mousse incorporates air bubbles to give it a light & airy texture. It can be light n fluffy, sweet or savory or creamy & thick, depending on methods of preparation. Dessert mousses are normally made with whipped egg whites or whipped cream, and flavored with chocolate or fruit. For savory mousse, hard-boiled egg, fish or liver are be used.

RECIPE: COFFEE MOUSSE

RECIPE TYPE: Desert
CUISINE: World
PREP TIME: 30 mins

TOTAL TIME: 35 mins
SERVES: 2-3

INGREDIENTS

1. Milk-500ml
2. Egg-2pc
3. Gelatine-15 Gm
4. Cream-15 Gm
5. Coffee Essence-Few Drops
6. Sugar-5gm
7. Cherries-5-6 Pcs

INSTRUCTIONS

1.  Soak geletine in little warm water.
2. Separate yolk & white of eggs.
3. Beat yolk & sugar thoroughly.
4. Warm milk & pour over the egg, sugar mixture.
5. Now cook this mixture in bain-marie process till it thickens.
6. Remove, add dissolved geletine & essence.
7. Cool & fold stiffy beaten egg whites.
8. Set in fridge.
9. Turn out & decorate with whipped cream & cherries.

 

RECIPE: STRAWBERRY MOUSSE

RECIPE TYPE: Desert

CUISINE: World
PREP TIME: 30 mins

TOTAL TIME: 35 mins
SERVES: 2-3

Ingredients

1.  Fresh cream-300 ml
2. Geletine-1/2 tsp
3. Strawberry crush-1 tbsp
4. Strawberry or cherry (garnish)-1pic

Instructions

1.  Soak geletine in little warm water.
2. Mix it with cream.
3. Add strawberry crush.
4. Mix it properly.
5. Fill this mixture in campaign glass.
6. Keep in fridge for some time to set.
7. Garnish chilled with cream, strawberry or cherry

 

RECIPE: MANGO MOUSSE

RECIPE TYPE: Desert

CUISINE: World
PREP TIME: 30 mins

TOTAL TIME: 35 mins
SERVES: 2-3

Ingredients

 

1. Fresh cream -300 ml
2. Geletine -1/2 tsp
3. Mango pulp -4 tbsp
4. Mango slice (garnish)-1pic

Instructions

1. Soak geletine in little warm water.
2. Mix it well with cream.
3. Add some mango pulp.
4. Mix it properly.
5. Fill this mixture in campaign glass.
6. Keep in fridge for some time to set.
7. Garnish chilled with cream mango slice.

Learn more MousseRecipes here at allrecipes.com..

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Tequila cocktails, recipes & brands

Tequila : Ingredients, types and brand names

Tequila is a produce of Mexico land has become synonymous with the culture and heritage of the country. True tequila comes from the city of Tequila in south west Mexico. It is is made from the sap of wild mescal plant known as agave. Due to its unique combination of altitude, soil conditions, humidity, annual rainfall, average temperature and exposure to sun, south west Mexico is the only known place in the world where agave Azul grows (This sap is extracted and fortified with sugar before fermenting is distilled twice at a proof of 104 to 106 and treated with flavoring agents to distillate, which is filtered through charcoal to produce.

It is mostly made at a 38–40% alcohol [76–80 U.S. proof], but also can be produced between 31 and 55% alcohol content [62 and 110 U.S. proof]

Learn all about..Tequila brands, shots, drinks, cocktails and various recipes.. [will be updated soon]

Tequila is traditionally drunk neat with a lick of salt. It is known to have very strong alcoholic content as much as gin and vodka Nowadays Mexicans drink tequila with tomato juice and name it Sangrita.

CATEGORIES

• JOVEN ABOGADO – ‘Young and Adulterated’. Not aged, Not from 100% agave. Example of
• BLANCO (Plata/Silver) – Maximum aging 2 months. Generally un-aged.
• REPOSADO (Rested/Aged) – Rested for a period of two months to one year.
• ANEJO (Aged) – Aged for minimum of one year but less than three years.
• EXTRA ANEJO (Extra Aged) – Aged minimum three years in oak casks.
• ORO (Gold) – It is a blend of plata with reposado. Often caramel is added.

Ingredients: Pulque (Juice of the sap) of Blue Agave, Century Plant (it is a type of cactus)

BRAND NAMES

So what’s the world’s best brand of Tequila ?

• JOSE CUERVO
• SAUZA
• SAUZA ESPECIAL
• PEPE LOPEZ
• ARANDAS
• 1800
• ESPOLON
• AZTECA
• PARTIDA
• EL TOSORO DON FELIPE
• MONTEZUMA
• CAMINO

To find out all about the best brands and their ranking ..Click Here

Apart from the above mentioned brand names there are other different types of liqueur available in the market. As Liquor.com says that it is good for much more than just Margaritas or shots. To find out more guidelines on how to makes it easy to find new and  favorite tequila and tequila cocktails...click here

Few Cocktail Recipes
Fennel 75
El Diablo
Celery Daisy
Puerto Vallarta
Sparklink Apple Punch
Lawless Liter

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source https://www.bngkolkata.com/web/tequila/

Coq au vin Recipe

Coq au vin

Coq au vin is rooster or chicken cooked with red wine. It is a French dish of chicken braised with wine, lardons, mushrooms, and sometimes garlic. The wine used is normally Burgundy wine.  In France different regions have their varieties of coq au vin recipe where they use the local wine. Like coq au vin jaune (Jura), coq au Riesling (Alsace), coq au pourpre or coq au violet (Beaujolais nouveau), coq au Champagne, etc.

RECIPE TYPE : Main Course

CUISINE : French
PREP TIME : 35 mins

TOTAL TIME : 40 mins
SERVES : 2-3

INGREDIENTS of Coq au vin

1.  Chicken-1kg
2. Button Mushroom-50gm
3. Small Onion-50gm
4. Bacon-4pc
5. Olive Oil-50ml
6. Butter-30 Gm
7. Refined Flour-1tbsp
8. Black Pepper Powder-To Taste
9. Salt- To Taste
10. Garlic-3 Flakes
11. Chicken Stock-70ml
12. Tomato Blanched(Optional)-225gm
13. Red Wine-1 Cup

INSTRUCTIONS for making Coq au vin

1) Fry chicken piece in oil gently, then add chopped garlic, sliced mushroom, bacon & onion till lightly brown.

2) Drain & strain the excess fat.

3) Mix a tbsp of refined flour, stir till brown.

4) Add chicken stock & blanched tomatoes.

5) Add 1 cup of red wine, cook till the chicken is tender.

6) Correct the seasoning.

7) Place the chicken piece on the plate & topped with same sauce.

8) Garnish with chopped parsley.

Learn more about coq au vin recipe here.. by Ina Garten at food network..

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