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HOTELS OBLIGATIONS AND DUTIES TO GUESTS

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The hotel is not an abandoned building without guests. The life-wire and support of the hotel rest on the input of guests. In legal terms, hotels which do not perform their duties to guests could be made liable. However,, most hotels have hidden under the umbrella of “unlawful purpose”, inability to pay and sundry reasons to turn unwanted guests away.

Goal

“…to equip hotel staff with practical ideas, knowledge and creative skills which support best practices, performance and effective customer services in the hospitality industry.”

Objectives

The objectives are:

  • to pioneer a new service culture in the hotel/hospitality industry;
  • to help hotels manage customers’ concerns, services and processes in the service industry;
  • to provide safe business premises based on common laws and duties owed to business and social invitees in the hospitality industry;
  • to exercise reasonable care in the safety of guests within and around the hotel premises;
  • to inspect and seek out hazards that may not be apparently seen or perceived by guests.

Who Should Attend

This practical programme is designed for:

  • house-keeping managers;
  • supervisors;
  • house-keepers;
  • waiters;
  • front desk officers;
  • customer service officers; and
  • related others.

Training Curriculum

  • Hotel Primary Duties to Guests – An Overview;
  • Guest Reservation Policies- Issues and Perspectives;
  • The Consequences of Guest Evictions in Hotels;
  • Common Negligence Associated with Hotels – The Guest Perspectives;
  • Perspectives on Harm or Damage Caused by Another Guests;
  • Primary Causes of Harm in Hotels;
  • The Consequences of Harm Caused by Other Guests to The Hotel;
  • Effective Steps to Harm Prevention in Hotel Operations; and
  • Basic Considerations in Assessing Potential Threats in Hotels.

Duration

This programme is designed for three days.

Methodology

Beyond the use of classroom dynamics such as power-point presentation, tutorial and lectures, questioning, analysis and case studies will be used to drive this training down to the root.

Management Team

  1. Uwadiunor Nkem Isaac: The Executive Director of Todinkem Consulting.
  2. Temitope Uwadiunor: She is General Manager and Co-founder of Todinkem Consulting;
  3. Barrister Festus Akpogalino: A legal experts on property and commercial law:
  4. Langkuk. B.Sc.-Hotel Catering Management. She has over twelve years experience as a school teacher.

Indicators of Achievement

The indicators of achievement include:

  • a limited history of litigations;
  • formal methods of attending to guests complains;
  • routine notification of guests of possible hazards;
  • availability of safety tips; and
  • routine posting of safety details on doors and bedsides.

Training Venues

  • Hotel Training Rooms;
  • Rented Halls or Building;
  • Office Board Room Arena

 

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