Arrival to Departure

Who this book is for

Chủ và quản lý cơ sở lưu trú, homestay, khách sạn nhỏ, resort, cùng người làm lữ hành và kinh doanh trải nghiệm ở Việt Nam; quy mô từ bốn phòng tới hai cơ sở, hoặc một công ty tour vài người. Người đọc là NGƯỜI KINH DOANH, không phải khách du lịch.

Sound familiar?

• Guests arrive early or late and each time is improvised.
• Staff greet guests differently, so the experience is unpredictable.
• Guests ask things the room should already have answered.
• Check-out is when arguments about damage and extra charges start.

Each chapter answers one question

1. Chapter 1: Are guests needy, or did I leave things unsaid?

   What do my guests know before they arrive?

   Most guest questions can be answered before they set off, and every answer given in advance is one task fewer.

2. Chapter 2: Is a five-star review decided in the first half hour?

   When guests walk into my place, what happens, and in what order?

   The impression of the whole stay is set in the first half hour, mostly before guests open their suitcase.

3. Chapter 3: Does a quiet guest mean a happy guest?

   If guests hit a problem in the middle of the night, what do they do?

   Guests rarely complain on the spot; they wait until they write the review.

4. Chapter 4: Why do good stays go sour at checkout?

   At checkout, what might the two sides disagree about?

   A final dispute ruins an otherwise good stay, and it is almost always about money or damage.

5. Chapter 5: Once guests leave, is my job really over?

   After guests leave, when do I get back in touch?

   The time right after a stay is the only moment guests remember enough to write a review.