Mata Kuliah : Pengantar PerhotelanTahun : 2013Pertemuan: 14Human Resource Departement

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Topics

• Guest Services• Guest Supplies• Work flow

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Learning Outcomes

• Students are able to differentiate flow of– Guest service– Guest supplies

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Guest Flow

• Consideration– Guest Generating Origin:Nationality, Cultural Background,

Length of Stay, etc.– Sosio-economic: Age, Gender, Occupatio, Social Class, etc. – Psychological: Personality, Behaviour, Activities, Purpose of

Visit, etc. • Guest Flow:– Check In (C/I)– Guest In The House– Check Out (C/O)

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Guests

Form of arrival• Individual• Family• Group: Package tour and corporateFacilities used• Stay in – Tourist / Guest• Visiting – Visitor

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Guests

1. Children2. Teenagers3. Ill guests4. Mature guests5. Handicapped guest: Wheelchair guests, Visually impaired guests and Deaf or

hearing impaired guests, Speech Difficulty6. International guests7. VIPs8. Late arriving guests9. Inebriated guests10. Guest on special requests: ethical (vegetarians & vegan), religious (Moslem,

Hindu, Sikh, Jewish) and medical problems

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Guest Service Blue Print in Hotel

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Term in Check In

CHECK IN• Walk-in Guest• With Reservation: via tour

and travel agent, airlines, hotel representative, internet, hotel consortium

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Term in Check Out• Express C/O• Late C/O• 0 = Occupied• V = Vacant• SO = Sleep Out• NB = Occupied No Baggage• DD = Do not Disturb

• OO = Out of Order• DL = Double Lock• LO = Lock Out• DNCO = Did Not Check Out• C/I = Check In• C/O = Check Out• HU = Hotel Use

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Guest In The House

Things should be aware• The use of facilities and services• Alter in services: room change, rate changes, lock out

rooms, sleep out rooms, length of stay, skeeper, etc.• Guest complaint• Emergencies situation: Fire (fire drill), bomb, medical

situation, etc.• Guest needs arrangements: Mail, Message, Morning

call/wake up call, etc.

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Employee working condition

• Types of employee: casual and permanent.• Working hours: 3 shift (morning, noon, night).• Working area: frontliners and backliner.

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Empl

oyee

blu

e pr

int Front Desk

Room

Restaurant

Room allocation

Registration

Guest card

• Guest list• Room report• Sales recap• Room slip• Guest history• Room statistic

Dokumen

C/O

Housekeeping store

Floor station

Linen room

F&B Service

• Roomboy sheet• Room report• Workplan

Laundry

Cleaning

• Food cost• Standard recipe• Sales history

Housekeeping

Kitchen

FO Cashier

C/I

C/O

order

consume

Menu

W

W

W

W

W

F

F

F

F

Storeroom

Purchashing &

receiving

StorageF Failure

WaitingW

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Flow of Hotel Suppliers

• Room Amenities:– It is monitored from room occupancy rate.– It is reported by housekeeping to finance

department. • F&B Supplies

– The number of order depends on the F&B outlets

– They do daily shopping, weekly shopping and monthly shopping.

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Flow of Guest Amenities

Public areaPublic area• Order - Purchase

• Set the product specification

PurchasingPurchasing ReceivingReceiving General storageGeneral storage HK Store RoomHK Store Room

RoomsRooms

• Check materials

• Receive products

• Store

• Release based upon requests

• Material order procedures

• Material use procedures

• Usage

• Maintenance

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Flow of Food and Beverage

PurchasingPurchasing ReceivingReceiving General storageGeneral storage F&B Store RoomF&B Store Room

KitchenKitchen

Restaurant, Banquet, Bar, Roomservice

Restaurant, Banquet, Bar, Roomservice

• Processing

• Presenting

• Order - Purchase

• Set the product specification

• Check materials

• Receive products

• Store

• Release based upon requests

• Material order procedures

• Material use procedures

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Compliments and Complaints

• Complement – the response of satisfaction toward services (positive experience)

• Complaint – the response of unsatisfaction toward services (negative experience)

• Type of complement and complaint: verbal (written and oral) and non-verbal (gesture, mimic, body language)

• Complement will not cause any problems, but complaint will cause many problems.

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Types of Complaints

• Based on source of complaints– Internal – employee, management

and owner.– External – guests, partner/supplier

and competitors.• Complaint categories

– Mechanical complaint– Attitudinal complaint– Service related complaint – Unusual complaint

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Handling Complaints

Three basic steps1. Listen: Be a good listener

– Pay attention for each complaints details.– Take notes.– Show respect to handle problems, not just accommodate

the issues.– Be patience

2. Apologize with the Golden Rule :• Our Guest is Our King• They should be treated accordingly• If they make mistakes, remember rule no.1

3. Do some immidiate actions

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Tips in Handling Complaints

• Remember you are dealing with a person and his/her feelings, not just the problems.

• Keep calm. Apologise. Do not make excuse or blame anyone.• Establish what has happen. Do not argue with or interrup the guest.• Take immediate action whenever possible.• Reassure the guest. Be precise.• Know your limit of authority.• Emphaty. Respect and be serious.• Take notes. Report the incident. Monitor the progress.• Offer solution or give alternatives.• Thanking the guests.• Maintain eye contact.

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Conclusion

• Hotel industry is an intense industry with many human interaction.

• The flow between guest, hotel amenities and employee should be separated in order to create a convenience atmosphere.