Conversation with Departure Guests - Review specific

The departure guests should be escorted 20 minutes before the schedule departure time and offer a
seat in Manzaru.

Ask for any fresh juice or tea/ coffee before starting the feedback conversation.

Start with a general conversation to understand their stay. All communication should be sincerely placed
with proper facial expression and body language (example: the face should have that urge of knowing
while asking the guests how was their stay)

You may start the conversation with a connecting note saying: “It’s been wonderful couple of weeks Mr.
Hamilton, we will definitely miss you.” Wait for the reply, emotions. You may add any specific routine
here which he/ she used to do or enjoy here.

 Ms. Hamilton, (just for me to understand) how was your stay overall?

Listen actively, be empathetic, remember the feedback points.

 Ma’am, thank you very much for your feedback, it means a lot to me. We pay a huge focus to
ensure that, the stay of our every guest is impeccable and that is the reason we will send you a
small questionnaire to your email address to understand your view and more about your stay.
Please do not hesitate to write there if you have any suggestion.

Wait for the reply and listen actively if they have anything to say.

 If you would like, we would love to see your pictures and comments on Google and TripAdvisor.
We have a beautiful page on TripAdvisor with nice pictures from our guests, they talk about us,
share their feedback. We would be very happy to know more about your stay there and of
course please share us if you have any suggestion.

 (IMPORTANT: Adding a personal connection – Mr. Hamilton, I always want to learn more, and
want to be better every day. So, these feedbacks are extremely important to me and that allow
me to grow.)

The conversation will be connecting the guests emotionally and with all sincere visible expression.

Close the conversation with a proper thanking note.

Need to have on the job training/ role plays with the Front Office Butler team to make them understand
and to practice the same unintentionally/ naturally.