Recent Posts

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Welcome / Re: Welcome to HGE401
« Last post by Madhumala on October 07, 2019, 08:00:13 am »
Hello everyone I am Madhu from India. I have done my diploma in hospitality, post that I worked in hospitality industry for 11 years.My last project was as a Restaurant Manager in a 5* luxury hotel in Dubai. After working as a manager I realised that I need to step out of my comfort zone and need to upscale my skills.
I am very enthusiastic to learn more about food and beverage theory especially about beverage knowledge as there is something new everyday in the list.

When it comes to Guest Experience I believe that it starts from the time guest makes a call for the first time to the hotel to make the room reservation till c/o. How we interact with the guest, how we resolve guest complaints, how we pacify a guest when they are upset about our services, what are the things we do to create wow moments, all comes under guest experiences. Guest will come back again and again to the same hotel if he/she feels his/her needs and request has been taken care of and that he/she feels comfortable staying in the hotel.This is only possible if we take one step ahead and anticipate guest needs.
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Welcome / Re: Welcome to HGE401
« Last post by Lydoan on October 07, 2019, 06:35:30 am »
Hello everyone, my name is Ly Doan. I am from Vietnam. I graduated with a Bachelor of Finance and Banking from Hanoi Open University. While I was studying that course, I also worked at some hotels in Hanoi. After two years of working, I realized that I prefer working in a hotel rather than a bank.
However, I think the experience is not enough, I need to learn more about the theory. Therefore, I hope that after this course, I will be able to improve both soft and hard skills to work more professionally.
In my opinion, the guest experience is based on the interaction process between the two parties while they use hotel services.
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Welcome / Re: Welcome to HGE401
« Last post by Shen Ke on October 07, 2019, 05:47:32 am »
Hi everyone, my name is Shen and I am from Taiwan which is a tropical island next to China. My major in bachelor's degree in Management of Information System. At that time, I had no idea what I wanted so I just follow my parents' expectation. since the last February, I came to Australia to learn English which is the thing I'd always wanted to do and I'm very into western culture. after that, I realized that I had grown on Australia and started to plan further study in order to have more opportunities in my future career

The thing I'm most interested in the unit is how to communicate appropriately with customers and deal with any situation in the workplace. Guests experience to me means the improvement of industry, the reason is people have different requirements and the feelings of how we serve and form here we learn from both mistakes and success to improve.

I have working experience in hospitality, I've worked as a waiter at the Italian restaurant and a sale assistant at a clothing shop. Now I'm a volunteer at the crepes food truck and I would like to learn more about hospitality in the future.
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Welcome / Re: Welcome to HGE401
« Last post by Nearyroth on October 07, 2019, 05:42:59 am »
Hello everyone, my name is Nearyroth (TIN). I am from Phnom Penh, Cambodia. Actually, I graduated with my bachelor's degree in Education. However, I found out that I really prefer doing business than working as a teacher. Then, I decided to open my own coffee shop and I worked with it for almost three years. However, I wanted to upgrade my business and also to enhance my experience, I decided to come here to pursue my Master's degree in International Hotel Management.

Having worked in a coffee shop, I'd met a lot of people throughout the day. After learning this HGE unit, I expect to improve my knowledge of understanding customers' preferences. Moreover, this unit will provide me more technically strategies to retain loyal customers and absorb more new customers. HGE401 is one of my favorite subjects which is fruitful for everyone related to the hospitality industry.

It is very nice to have all of you here.
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Welcome / Re: Welcome to HGE401
« Last post by tarun.karla on October 07, 2019, 05:22:48 am »
Hello everyone, myself Tarun kalra and I am from Punjab, India. I completed my graduation in 2017 in Bsc. Hotel management and catering technology. Currently I am pursuing masters of International Hotel Management from Blue mountains International Hotel management school at Melbourne Victoria, Australia. I had a work experience as a Restaurant Supervisor.

According to me there are a lot of things which I want to learn in this unit, but specially I am interested to know about how to handle guest in critical situation and moreover, Front office and Restaurant are the only area where guest directly meet the Hotel staff, so it is interested to deal with them face to face. Also I want to learn about the various softwares which are used in the Front Office.

Furthermore, at the time of check out I just want a satisfactory smile on guest’s face which indicates the service which is provided by Hotel staff is more than the good or we can say that excellent because, we are not serving our skills, in actual we are representing our nation and Hotel Brand.
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Welcome / Re: Welcome to HGE401
« Last post by Annie Nguyen on October 07, 2019, 05:18:02 am »
Hello everyone! This is Annie from Vietnam. I just graduated from the Banking Academy of Vietnam in July. Although my major in university is Corporate Finance that is probably not relevant to hospitality, I decided to study master of International Hotel Management because I want to experience in a new field that I do not have to sit in front of the screen all working day with a lot of numbers.
 
In this unit, I hope that I can get knowledge about guests experience to understand how to satisfy customers and cope with complains of them. Because working with people is much complicated and difficult than working with statistics, I expect that after finishing this subject, I can have confidence to communicate with other people and make them feel happy when they use our services.

In my opinion, guests experience is aimed at how to organize the relationship between customers and staff, the tackle ways staff face with trouble in the working environment. Moreover, how to make customers remember our services, come back to us and recommend us to others is one of the purpose of this unit.

Thank you!

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Welcome / Re: Welcome to HGE401
« Last post by Hoa Cao on October 07, 2019, 04:58:10 am »
Hi everyone,

My name is Hoa. The attached file is my introduction.

Thank you and best regards,
Hoa
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Welcome / Re: Welcome to HGE401
« Last post by Jaismeen Rein on October 07, 2019, 04:19:10 am »
Hello Everyone, My name is Jaismeen Kaur Rein and I am from India. I have completed my BA. hons in Hotel Management.

In this unit, I am looking forward to learn how to handle and deal with the various different kind of guests/clientele including fussy and impatient guests. This will help me in making the guests stay comfortable and memorable.

Guest experience to me means the entire journey of a guest with the hotel from processing a reservation to check-out. A positive guest experience is making a guest happy and satisfied with the facilities and services offered by the hotel. It also means never saying no or disappointing a guest. Going above and beyond the extent to offer best alternatives in case a guest’s demand is not met. This will make a guest happy leading to a positive word of mouth and repetitive business.
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Welcome / Re: Welcome to HGE401
« Last post by Shruti Sharma on October 07, 2019, 03:41:49 am »
Hello everyone, my name is Shruti Sharma, a student at Blue Mountains college. Currently perusing Masters in International Hospitality.

I am particularly interested in learning the impact of guest experience in a hotel environment. We all are well aware of good service leading to guest loyalty which ultimately results in repeat sales, which is a very favorable state for the business. But I think it is equally important that we also learn about the negative outcome of poor guest experience so that we can be fully aware of the situation and can find ways to reverse its effects in the organization to achieve maximum guest satisfaction.

To put it in the simplest terms guest experience to me means the positive or negative affect the hotel had on the guest during their stay.
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Welcome / Re: Welcome to HGE401
« Last post by Jason Park on October 07, 2019, 03:08:06 am »
My name is Jason. I’m from South Korea. My major in bachelor's degree in business. Because I had my own business in my Country. But I wanted more study here. So I came to Melbourne at this year’s January.

Related to the hospitality industry (especially, hotel) makes me interesting. I think this unit is the best place for learning about that. And also I’m learning more professional English related to this service. It makes me interesting as well.

Guest experience is how they are remembered of our hotel in their memory. Therefore, we have to make their memories lovely. And then, must make them come again with recommending to others.
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