Nuestra visión y Filosofía

¡Bienvenidos a Casa Mondo Hostel!

Comenzamos nuestro proyecto Casa Mondo con la idea de compartir nuestro departamento en Santiago con viajeros de todo el mundo, aprender de sus vivencias e historias, y por supuesto, construir vínculos duraderos y constructivos. Ahora, extendemos nuestro sueño a un Hostel en Viña con el firme propósito de entregar un lugar cálido y acogedor que les haga vivir una experiencia positiva e inolvidable a nuestros huéspedes.

Buscamos el WOW de nuestros pasajeros a través experiencias humanas y buen servicio, y a través de los detalles queremos llegar a sus corazones.

Somos viajeros que disfrutamos mucho conociendo nuevos lugares, colores y sabores, pero sobre todo, y amamos conocer y compartir con otros viajeros.

“La clave de la felicidad radica en generar recuerdos en base a experiencias y vivencias personales (como viajar). Al crear experiencias que perduren para siempre (y podamos recordar y comentar posteriormente) estamos invirtiendo a largo plazo en un futuro verdaderamente feliz.”

Viajamos también a través de los pasajeros que nos visitan y también deseamos ser una ventana al mundo que se vive en esta región. Deseamos ayudarles a descubrir la belleza humana y cultural a través de sus rincones escondidos. Queremos ser un oasis en medio de la ciudad que entregue paz, calidez, y descanso.

Viajar nos hace felices pues nos hace estar aquí y ahora. Simplemente nos sentimos plenos, realizados y descaradamente contentos cuando pisamos un lugar que no es nuestro hogar. Viajar es lo máximo. Estamos más vivos, más presentes. Vemos maravillados cosas que los locales apenas voltean a ver.

Nos reconciliamos con la belleza de nuestro planeta y con la de la emoción humana. Nos recuerda que somos capaces de crear, de destruir y de disfrutar.

Viajar también nos pone a prueba, nos acerca a lo lejano y ese sentimiento de satisfacción nos llena de plenitud y felicidad.

Viajar, nos pone de protagonistas de una película que hemos imaginado muchas veces pero que nada es como en el guión. No hay viaje sin el factor sorpresa, sin miedo, sin reto, sin escape, sin recompensa.

La sensación de que no hay sueño imposible. El primero es el más difícil, pero una vez cumples uno, te das cuenta que todo es posible y decides ir por el siguiente.

Viajar nos taladra las ideas, las rompe, las expande. Nos enfrenta con nuestros prejuicios y nos confronta.

Viajar ha sido mi mejor terapia, mi mayor cachetada de humildad y el alimento más nutritivo para mi espíritu.

Somos felices cuando viajamos porque estamos presentes, porque queremos recordar, estar, sentir, vivir. Porque sabemos cuándo viajamos que ese instante se desvanecerá y quedará sólo en el recuerdo, en una foto. Porque nos hace sentir mortales y es entonces cuando disfrutamos al máximo estar vivos. Todo viaje tiene un final, como la vida misma. No nos queda más remedio que disfrutarlo.

What is our motivation?

• Every customer should leave our place with memorable experiences, good feelings, touching emotions, new friends and a strong willingness to come back.
• Customer experience, as our key business differentiator in a country where customer service is poor in general terms → Break paradigms
• Seeking differentiated customer experience as a way to build customer loyalty and create competitive advantage over other places/competitors
• We want to innovate and become recognized as a unique and magical place  → “Experiential stay”
• Belong to the top group of Hostels in the city, country, region, and why not… the World
• Let’s architect an endless list of experiences for our customers with passion, dedication and LOVE
• Become the "Perfect Hostel"

  • Which is the best hostel in the world?

  • What qualities and facilities do the best hostels in the world have?

  • What makes a hostel perfect?

  • What features should an "ideal hostel" have?

  • Please search, bring, and share your ideas to achieve our goals!!

Our core values and principles

• Tolerance
• Openness
• Diversity
• Good vibes ("Buena onda")
• Compassion
• Kindness
• Teamwork
• Ethics
• Honesty
• Passion
• Commitment

We do not accept behavior or speech here that is racist, sexist, classist, ableist, homophobic or in other ways discriminatory. We MUST treat all others with respect.

"Como anfitriones de Casa Mondo, nos gustaría que nos ayudaras a lograr un mundo más tolerante. Celebremos la diversidad acogiendo a viajeros de todos los orígenes y respetándolos. Todos merecemos que nos respeten y traten sin prejuicios, sin que importen el color de nuestra piel, la religión, la nacionalidad, la etnia, el sexo, la identidad de género, la orientación sexual, la edad o si tenemos una discapacidad."

OUR PEOPLE is the most important asset.

Una conducta inapropiada con el personal, huéspedes o vecinos puede significar la expulsión de la casa.

Staff Conduct

Practicalities: When at work...

Breaks, personal things: Eating, smoking, using our personal cell phones, etc,is not done in front of the guests and we do not leave guests waiting for us while we eat/smoke etc.: make sure you take your breaks when there is time. Leave your phone on silent.

Personal appearance: Everyone is free to dress as they wish but clean and organized.

Apperance of house and cleanliness: Everyone who is working takes part in the responsibility of making sure the house is looking nice and clean at all times.This means that we:

• keep the kitchen clean and tidy.
• clean up dishes and surfaces every time we have used the kitchen
• keep surfaces, tables, couches clean
• pick up trash from the floor or patio
• change trash bags and toiltet paper in the bathrooms and kitchen when needed
• clean up after guests when needed
• keep our personal belongings in lockers

Note orders and guidance are only given by the Hostel managers. Staff members should kindly ask for for help and support.

Teamwork

Everyone working in some way for the hostel is part of the team and included. We will address each other as equals. Ideas, problems, wishes to change the way anything is done are encouraged, please talk to the administrator during staff meeting or work hours, or request a meeting.

Staff meetings (at least every two weeks)

• Go through accomplishments and challenges from last week, plan next week. Set up shifts.
• Kindlyexpress ideas, questions, troubles, and concerns.
• Division and delegation of work to be done throughout the week.
• Reporting on the work done last week.
• When should it ideally be?

House rules

Please, carefully read and study our house rules:

Primeros auxilios / First aid

A diario nos vemos enfrentados con diversas situaciones, de las cuales unas son más difíciles que otras. Para cada una de ellas debemos tener una respuesta apropiada. Esta respuesta en muchos casos es aprendida e incorporada a los conocimientos y aplicada ante la situación. Si, por el contrario, no tenemos preparación, nuestra respuesta va a ser improvisada, basada en la experiencia e información variada, a veces vaga e incompleta.

En nuestro quehacer también vamos a enfrentar emergencias, entendiendo por tales aquellas que requieren solución inmediata dada la gran alteración producida a nuestro organismo, a veces comprometiendo la vida.
La máxima emergencia individual que podemos enfrentar es el Paro Cardiorrespiratorio ante el cual el no hacer nada o hacerlo en forma incorrecta tendrá como resultado la muerte de quien lo sufre en menos de cinco minutos.

¿Qué hacer en caso de Terremoto o Tsunami?

• Manten la calma
• Mantente alejado de los vidrios, ventanas, y de todo elemento que pueda caerte encima.
• No uses las escaleras
• Abre la puerta principal y la de los dormitorios
• Protégete y afírmate debajo de un elemento firme (mesa de madera o escritorio). Si no es posible, hazlo junto a él y a un costado de un muro estructural.
• No te ubiques bajo el marco de una puerta, ya que no es un lugar seguro pues actual como un disipador de la fuerza del sismo.
• Si estas en la calle, observa en tu entorno un lugar seguro como es el centro de la calzada (calle) dado que desde las estructuras pueden caer elementos como cornisas, ornamentos, vidrios, luminarios, y otros.
• Si el sismo te dificultó mantenerte en pie, evacua inmediatamente hacia las zonas de seguridad de tsunami ubicadas en zonas de altura.

Temas de seguridad / Topics about Safety

Los extintores portátiles son equipos mecánicos diseñados, fabricados y probados para apagar fuegos que recién comienzan. Hay un extintor en cada piso de la casa.

¿Como usar un extintor?

1. Identique el tipo de fuego y ubique el extintor más cercano.
2. Traslade el equipo al lugar del amago del incendio en posición vertical.
3. Rompa el sello y retire el pasador del seguro. Ubique el extintor en el suelo o suspendido con una mano. Párese firmemente con los pies levemente separados.
4. Tome la manguera y presione la manilla de operación.
5. Ataque primero el borde más lejano para alejar las llamas.
6. Dirija el chorro a la base del fuego. Barra de lado a lado la base del fuego, atacando toda la parte frontal antes de avanzar. Manténgase lo sucientemente apartado (3 metros) del fuego para asegurarse que el agente extintor abarque más, pues atacar una pequeña parte aumenta el peligro de quedar encerrado.

Vea a continuación algunos videos (en Español e Inglés) sobre como usarlos.

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Ambulancia ‍‍‍(‍‍‍Ambulance)  131

Bomberos (Firemen)  132

Carabinero‍‍‍s (Policemen)  133

Training Casa Mondo

Nuestra Casa / Our House

Nuestra casa data de los años 30 y tiene 3 pisos, 8 habitaciones con camas, y 4 baños.

Plan de Evacuación / Evacuation Plan

Floor/Piso 1

Floor/Piso 2

Floor/Piso 3

Assembly point / Punto de encuentro

Cortes de luz

Cada piso de la casa cuenta con una caja con los interruptores de energía.

Ante un corte de luz por sobrecarga en la casa, se debe revisar el tablero central (1) ubicado en la bodega de ropa limpia del primer piso. Verificar que todos los switches esten arriba. En caso de estarlo, se debe bajar y subir el switch negro de CONAFE (compañía de electricidad) que esta dentro de un tablero antiguo (2) y en mal estado abajo y a la derecha del otro.

Lavadora

Cada turno debe realizar al menos un lavado de ropa de manera de mantener ropa limpia para las camas del hostel.

En verano, el flujo mayor de personas obliga a una frecuencia mayor de lavados (hasta dos por turnos).

El resto del año requiere que el recepcionista lave cuando haya un volumen minimo de ropa de cama.

El uso de la lavadora es simple:

• Instrucciones:
  • Modo Normal
  • Agua Fría
  • Poder de lavado Alto
  • Nivel de agua 10
• Medida de detergente

How to handle an earthquake

Luckily, new building construction in Chile is built to sway with seismic activity rather than resist it.

If you experience an earthquake the experts say that if you’re in a safe area to just stay put until it’s over. If you’re near any heavy objects that could fall over, try to get away from them and/or cover your head. Keep in mind that buildings are heavy objects, and pieces could fall off, if you’re outside try to get to an open area and then wait. After it’s over if there’s no damage you can go about your day as normal; if there is damage, stay calm and seek out emergency assistance based on your situation.

If you think you felt an earthquake but aren’t sure, you can check on the USGS website , or the Centro Sismológico Nacional Universidad de Chile, though it can take 30-60 minutes for the quake to be added, depending on the intensity.

During an earthquake

Wherever you are when an earthquake starts, take cover immediately. Move a few steps to a nearby safe place if need be. Stay there until the shaking stops.

If you are indoors: “DROP, COVER AND HOLD ON”

• Stay inside.
• Drop under heavy furniture such as a table, desk, bed or any solid furniture.
• Cover your head and torso to prevent being hit by falling objects.
• Hold on to the object that you are under so that you remain covered. Be prepared to move with the object until the shaking has finished.
• If you can't get under something strong, or if you are in a hallway, flatten yourself or crouch against an interior wall and protect your head and neck with your arms.
• If you are in a shopping mall, go into the nearest store. Stay away from windows, and shelves with heavy objects.
• If you are at school, get under a desk or table and hold on. Face away from windows.
• If you are in a wheelchair, lock the wheels and protect the back of your head and neck.

If you are outdoors

• Stay outside.
• Go to an open area away from buildings. The most dangerous place is near exterior walls.
• If you are in a crowded public place, take cover where you won't be trampled.

AVOID the following in an earthquake

• Doorways. Doors may slam shut and cause injuries.
• Windows, bookcases, tall furniture and light fixtures. You could be hurt by shattered glass or heavy objects.
• Elevators. If you are in an elevator during an earthquake, hit the button for every floor and get out as soon as you can.
• Downed power lines – stay at least 10 metres away to avoid injury.
• Coastline. Earthquakes can trigger large ocean waves called tsunamis. If you are near a coastline in a high risk area during a strong earthquake, immediately move inland or to higher ground and remain there until officials declare the area safe.

After an earthquake

• Stay calm. Help others if you are able.
• Be prepared for aftershocks.
• Listen to the radio or television for information from authorities. Follow their instructions.
• Check your home for structural damage and other hazards. If you suspect your home is unsafe, do not re-enter.
• Unplug appliances and broken lights to prevent fire starts when the power is restored.
• Stay away from brick walls and chimneys as they may be damaged or weakened and could collapse during aftershocks.  Do not use your fireplace if your chimney has been damaged as a fire may start or gases could be released.
• If you have to leave your home, take your emergency kit and other essential items with you. Post a message in clear view, indicating where you can be found. Do not waste food or water as supplies may be interrupted.
• Do not light matches or turn on light switches until you are sure there are no gas leaks or flammable liquids spilled. Use a flashlight to check utilities and do not shut them off unless damaged. Leaking gas will smell like rotten eggs.
• If your home is equipped with natural gas: Call your gas provider immediately to report any concerns or if you smell gas (rotten egg smell). Shut off gas valve if you know how. Once the gas is turned off, don't turn it back on. Only a licensed gas technician can turn the gas on safely.
• If tap water is still available immediately after the earthquake, fill a bathtub and other containers in case the supply gets cut off. If there is no running water, there may be water in the hot water tank (make sure water is not hot before touching it) and toilet reservoir (not the bowl).
• Do not flush toilets if you suspect sewer lines are broken.
• Use extreme caution with hazardous materials or spills.  When in doubt, leave your home.
• Check on your neighbours after looking after members of your own household. Organize rescue measures if people are trapped or call for emergency assistance if you cannot safely help them.
• If you have pets, try to find and comfort them. If you have to evacuate, take them to a pre-identified pet-friendly shelter.
• Place a HELP sign in your window if you need assistance.

Source: https://www.getprepared.gc.ca/cnt/rsrcs/pblctns/rthqks-wtd/index-en.aspx

Tip: In case of emergency it’s often easier to send text messages rather than make calls due to increased usage. Since the Internet was working I sent a quick email home telling my friends and family not to worry if they saw it on the news.

If you have a phone you can call the authorities but remember they will probably only have Spanish-speaking operators. A good way to remember the numbers is “ABC and 123”:

Llaves de la casa

Hay diversas llaves en la casa y es importante que todos los miembros del staff sepan donde encontrarlas. A continuación listamos algunas de ellas:

• Bodega del sótano
• Despensa
• Mueble de recepción
• Caja chica (Petty cash)
• Llaves de habitaciones (Habitaciones privadas solamente pues no entregamos las de las habitaciones compartidas).
• Llaves de dispensadores de papel en baños
• Congelador
• Porton externo (Gate)
• Puerta principal de madera (y la de emergencia escondida en la casa)
• Porton de estacionamiento
• Candados de bicicletas
• Candados de lockers/casilleros en habitaciones
• Candado bodega (clave 373)

Servicios

1. Arriendo de bicicletas, tablas de bodyboard y sandboard
2. Clases de Surf en Playa La Boca de Concón
3. Comida y Bebidas
4. Convenios con Hostels en Santiago y La Serena
5. Cabify para traslados dentro de la ciudad o al terminal de buses. El recepcionista pide el servicio y le cobra al huésped con un pequeño margen para el hostel ‍‍‍
6. Servicios especiales en Taxi
   • +56 32 299 3382
   • +56 9 7504 2640
7. Convenio con una lavandería cercana a precio de estudiantes (ver y entregar volantes en recepción):
   • "Lavandería Santa Sara", Alvarez 88, Local 12, 2do piso, Viña del Mar
   • Fonos: +32 266 8609, +32 239 5564, Celular: 6831 6655

Gas

El gas de la cocina debe cortarse al terminar el turno de cada tarde (posición horizontal = llave cerrada).

Cuando se acaba el gas, se debe cerrar la llave del balón de gas habilitado afuera de la casa y abrir la de repuesto. Acto seguido se debe llamar al transportista para reemplazar el balón vacío.

Lipigas +56 32 264 1153 ó Repartidor ‍‍‍Francisco +56 9 8561 6016

El transportista traerá un nuevo balón de gas y se le debe pagar contra un comprobante de pago que se debe solicitar y registrar en el sistema de gastos (Expenses).

Spanish

Spanish

English

Spanish

Spanish

English

Historia de la Casa Anwnadter

Lee sobre la historia de‍‍‍ la Familia Anwandter que levantaron esta hermosa casa aqui.

Customer Service

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Getting there

A warm welcome is always welcome. It doesn't have to be over the top, but it starts with promptly answering emails or quickly responding to a voicemail message. Travelers are often struggling to hold their internet connection in a cafe somewhere or paying lots of money for cellphone use. Please be courteous enough to get back to us quickly. It's a horrible feeling to jump on a train and not know if we've got a bed for the night.

There are certain standards when it comes to paying for hostels…but things change dramatically from place to place. Please be kind! We've travelled a long way today, we don't speak your language, we've got lost four times trying to find your place and we're so glad to be in the door. Don't ruin that warm happy feeling. Please. Ask us to dump our bags, ask if we're OK, check if we've booked, if we want to see the room and explain how the money works. Deposits, refunds, discounts, cash, credit card…I'm just too tired.

We don't mind a few rules. We understand about quiet times and cleaning the kitchen up after ourselves. Kind of. That said, keep it simple and keep it light. Especially if we've just walked in the door. We're not here to ruin your place, we're here to relax and have a good time. It's your job to create a safe place for all your guests so please police the crazies but don't be too disciplinarian.

Bienvenida

Queremos darle una bienvenida cálida a cada uno de nuestros huéspedes:

• Contacto visual con una sonrisa amable y cordial aun cuando estemos atendiendo a otros huéspedes.
• Saludarles con alegría y entusiasmo: "Hola! Bienvenido a casa.Que tal?"  "Hello. Welcome. How are you doing?"
• Pedirles que se pongan cómodos y descansen
• Ofrecerles un vaso de agua o té según el horario y clima
• Solicitarles su cédula de identidad o pasaporte para escanearla.
• Revisar su reserva e indicarles el precio de la habitación. Comentarles a los extranjeros sobre la exención de IVA en caso que paguen con efectivo.
• Realizarles el Tour de la Casa destacando las reglas de la casa (impresas en algunos murales) asi como un poco de historia de la casa.

Factors that Make Disney's Guest Service so Successful

The Disney Company is known for it's amazing guest service throughout the years. But what is the "key" to this success?

There is no doubt that Disney is one of the best examplaes of amazing guest service. But how do they do it?

Disney has broken it down into four basic priorities that they call "The Four Keys" which help ensure that they are creating happiness for their guests.

The first and most important key in the four keys is SAFETY.

"I practice safe behaviors in everything I do. I take action to always put safety first. I speak up to ensure the safety of others."

Safety concerns both the guests and the cast members.

Disney tries to share the importance in safety with their guests in a fun and informative way by using reconizable characters in its demonstrations.

The second key in the four keys is COURTESY.

"I project a positive image and energy. I am courteous and respectful to Guests of all ages. I go above and beyond to exceed Guest expectations."

Disney specializes in making every guest feel special and like an individual. This includes smiling and making eye contact, seeking out guest contact, and greeting every guest.

The third key in the four keys is SHOW.

"I stay in character and perform my role in the show. I ensure my area is show ready at all times."

Disney specializes in attention to detail and making their stories come to life. They do this by keeping character integrity and making sure there are no distractions "on stage" by keeping the areas clean and tidy.

The fourth and final key in the four keys is EFFICIENCY.

"I perform my role efficiently. So Guests get most of out of their visit. I use my time and resources wisely."

Being last but no least, efficiency is very important to keep the show running. Being efficient can help reduce wait times for guests, make sure the guets are getting the best value for what they are spending, and reduces costs for cast members by utilizing resources.  

By following these four keys, the company creates happiness for their guests while offering a fun and safe environment for the whole family.

"You can dream, create, design , and build the most wonderful place in the world - but it requires people to make the dream a reality." Walt Disney

Problemas y conflictos con huéspedes

Problemas son parte de la naturaleza de este negocio y de las relaciones humanas. En el pasado hemos experimentado problemas como los siguientes:

• Ruido. Huéspedes que no respetan  nuestras horas de silencio y se quedan conversando en áreas comunes o llegan de madrugada haciendo ruido. Esto ha sido más común en grupos.
• Desorden y limpieza por parte de algunos huéspedes que dejan sus cosas esparcidas en las habitaciones y áreas comunes.
• Personas que fuman dentro de la casa o llevan alimentos a sus habitaciones
• Visitantes que no respetan horarios de visita o que llegan a dormir sin previo registro.
• Personas que se cambian a camas o habitaciones que no han sido asignadas
• Huéspedes y/o familias que hicieron una reserva en pieza compartida pero pensaban que sería privada
• Personas que reservan y no llegan, especialmente locales que deben transferir al menos la primera noche
• Hombres que no se comportan correctamente con algunas mujeres del hostel  incomodándolas con sus palabras, gestos y/o acciones.
• Parejas teniendo sexo en habitaciones compartidas que molestan a sus compañeros de habitación.
• Check-out tarde

Afortunadamente estas situaciones son excepcionales  pero deben ser abordadas inmediatamente por el staff del hostel con un tono conciliador pero al mismo tiempo siendo muy claros respecto a las reglas de la casa.

How to give great customer service: The L.A.S.T. method

Do you work in customer service? What do you do when your customer has a problem? In this video, I will teach you how to give great customer service. You will learn many polite expressions you can use with your customers.

What is customer service? So, customer service is when you have customers, of course, and you're trying to make your customers as comfortable and happy as possible. You're also trying to meet their needs and expectations, and solve any problems or situations that they might have. So, customer service is a huge category. There's many, many different jobs where you use customer service. If you work in a hotel, for example, as a clerk, you know, in the lobby, as a bellhop, you will be using customer service.

If you work in a business or even in a hospital, you'll be using customer service. So, pretty much any time you're dealing with people from the public and they're customers and you're trying to help them, you're doing customer service.

So, there are many different problems that a customer might have. What are some examples of some problems? Can you think of anything, a problem a customer might have? Maybe somebody charged them too much for something, maybe they're in a store and the lineups are too long, maybe a customer is at a hotel and they're very unhappy because the Wi-Fi isn't working or their bed's uncomfortable. So, there's so many different problems customers might have at different types of businesses.

A very easy thing to do when a customer has a problem is called the LAST approach. "LAST", what does it stand for? Well, if a customer has a problem, the first thing you should do is listen to their problem, the next thing you should do is apologize, solve their problem, and thank them. So: Listen, Apologize, Solve, and Thank. We're going to look at expressions we use to show we're listening, expressions to apologize, expressions that can help us solve problems, and expressions to thank customers.

LISTEN

• Find out what the problem is. You can ask them: "What seems to be the problem?" or "How can I help you?"
• Show you are listening. It is very important that you look like you're actually listening and that you do listen. You shouldn't look at your watch: "Mm-hmm. Mm-hmm." Okay? That's a bad idea. You shouldn't look at the sky: "Uh, when is this person going to stop talking?" Okay? You shouldn't roll your eyes. You need to show that you actually care about what the customer is saying. You can repeat back to the customer what they're saying to show that you understand and to make sure that you did understand. So: "So what you're saying is, you know, there's no hot water in this hotel.", "So what you're saying is the Wi-Fi's not working and you're not happy with that.". You can also say: "Let me get this right..." "Let me get this right, what you're saying is that, you know, there's a problem at your table."
• If the person is rude. Sometimes with customer service you get a customer who's very angry, and maybe they start swearing, they start using very bad language. So if this happens, very important that you don't get upset. When this happened to me in the past, I would actually pretend to be a computer. I would not take anything personally. I would just smile and pretend to be a computer, and that's how I got through angry customers. So, if the person is rude... You know, it's not right if somebody is saying something rude to you, if they're swearing at you, or they're making you feel uncomfortable. So, be polite. Smile or be friendly, and say: "I really want to help you, but your language is getting in the way. I understand you are frustrated. Please calm down so I can help you.". And really emphasize the fact that you are there to help them. Sometimes this does not work, sometimes the person might keep yelling, keep swearing, and in that case you are going to have to get your manager. But a good thing to do before that happens is try to be nice to the customer and just remind them to use nice language and calm down so you can help them.

APOLOGIZE

• After you have listened to the customer's problem, the next thing you do is apologize. It does not matter if you did not do anything wrong. Even if the customer is just totally crazy and there is no problem, you should still apologize. There is a special way to apologize . You do not say it is your fault. What you say is: "I am sorry you have had a bad experience.". This does not put blame on anybody. You are not saying "We made a mistake". This is very important thing to do. Don´t take the blame. Just say: "I am sorry you have had a bad experience."

SOLVE

• Solve the problem. Fix the problem, make things right. If you know what to do...I
• If you can solve the problem and you know it is an easy problem to solve, you can tell them what you are going to do. "Here is what we are going to do to help you."
• If you can't solve the problem. Sometimes there are some problems where the customer asks you, they tell you the problem, you don´t know what to do. You have no idea how to fix their problem. A good thing to do is to get your manager or supervisor in that case. You can be honest and tell them: "I am not sure how to solve this situation. Let me check with my manager/supervisor."

THANK

• Finally, you have now listened, apologized, solved, the final thing you need to do is thank the customer. "Thank you for letting us know about this situation. We appreciate it. Thank you for bringing this to our attention." It is very important to thank the customer and end on a positive, friendly, note because yoiu want the customer to come back.

This a very good wat to organize yourself and help customers, and make them feel comfortable and happy.

Take the quiz at http://www.engvid.com/how-to-give-great-customer-service-the-last-method/

Claves de acceso

De igual forma,  hay múltiples sistemas en la casa que debes poder accesar:

• Computador
• Wi-Fi
• Sistema de reservas en Ms Access. Solicita al administrador tu alta como usuario en el sistema.
• Booking.com cuenta No. 1142389
• Hostelworld cuenta No. 92569
• Correo hostel.casamondo@gmail.com
• Facebook CasaMondoHostel. Se debe solicitar al administrador el acceso a nuestra cuenta de facebook Casa Mondo Hostel
• Cabify. Registrar con cuenta hostel.casamondo@gmail.com. Solicitar clave para pedir taxi a nombre del hostel. Se debe redondear hacia arriba ($3.300 a $3.500 por ejemplo), cobrar en el hostel y registrar el ingreso en el sistema (módulo Sales).
• Agregar la cuenta de Instagram Hostel.casamondo

Atención telefónica

• "Casa Mondo Hostel... Buenos días/Buenas tardes. Habla James... ¿Con quien tengo el gusto? ó ¿En que puedo ayudarle?"
• Es una casa patrimonial hermosa de tres pisos con habitaciones privadas y compartidas. Un ambiente tranquilo y acogedor. Los baños son compartidos pero las habitaciones privadas tienen  acceso cercano a ellos en cada piso y tienen poco uso.
• Nota: Hemos experimentado un importante número de "No Shows" por parte de pasajeros chilenos que reservan por una o mas noches y no llegan ni avisan que no llegarán, lo que significa importantes pérdidas para nuestra empresa. Por ello, es fundamental solicitar y registrar datos de contacto (teléfono y correo electrónico) en el sistema para cada reserva telefónica. Para evitar nuevas pérdidas debemos solicitar a los pasajeros chilenos que nos transfieran o depositen al menos una noche por adelantado como requisito para confirmar una reserva. Los datos de pago se encuentran en la siguiente página www.casamondohostel.com/pago

Plan cuadrante +56 9 92655480   Cuadrante  Nº 4: Uno Norte, Trocal Sur, Alvarez, Libertad