Main Contents of the Video Lesson
The interview presents the mission, services offered by a hotel in the town of Vidin in Bulgaria. Vidin is a border town (at the border between Bulgaria, Romania and Serbia), it grew less in population in the past years due to the economic and demographic crisis in the country. Vidin is situated in one of the country regions, which is considered to be the poorest in Bulgaria. Yet, as you will see in the interview there are people who have found a market niche and a way to offer services, which can attract tourist and a way to manage their business which make people appreciate the services as very high quality.
Тhe manager of the hotel chose a very specific marketing approach to attract clients and make first time visitors - regular customers. The manager and all staff in the hotel treat their guests as if they are home - prepare breakfast upon specific requirements of the client, offer additional services to visit the town and area - free of charge, help customers arrange their work or tourist visit - with practicalities which a new comer may encounter visiting the town for the first time, they even offer help for the clients to buy specific products (like wine, spirits, food) from local manufacturers if they are interested.
This video can be used from the trainer to address the following knowledge and skills of students:
Being able to connect to guests addressing their special requirements;
To engage with the public;
To apply individual methods of working with staff;
To coordinate between management and other staff members;
To know the socio-psychological features of the service and the behavior of the guests
To understand and implement the contractual relationship between an employer and a worker.
Social skills: Communication skills, which include speaking, writing and body language; Working with others as part of a team.
Organizational skills: Planning and coordination skills, Prioritizing, Multi-tasking skills, Problem solving; Decision making, Time-management skills.