HOTEL FRONT OFFICE DURING THE STAY ACTIVITIESDr. Bhavya Khamesra

DURING THE STAY ACTIVITIES

Information services Message and Mail Handling Key Handling Room selling technique Hospitality desk Complaints handling Guest handling Guest Wake-up call Guest Paging

INFORMATION SERVICES

To give information about Hotel facilities, Hotel rules and regulations Room orientation and facilities Hotel events, banquets, restaurant City sightseeing , places of tourist interest, City map Airline, bus, train schedules, Popular ethnic restaurants, cinema, malls,

entertainment hubs, cultural centers in city

MESSAGE AND MAIL HANDLING

Emails, letters, fax, messages, parcels, couriers,

2 types: hotel mail , guest mail Always time stamp , keep a record , time when

delivered to guest etc Messages 2 types: somebody calls on phone,

someone comes to hotel to meet a guest

Ask him the name and room number of the guest , tell the person to wait , call in the room , if guest says ok send the guest, otherwise say that mr. Pramod is not in the room kindly leave the message.

Tell the person to fill the message slip, Keep it in the key rack , if guest is outside and give it when the hotel guest come to take the key

KEY HANDLING

Locks and keys, automatic locks fitted in doors, computerised locks with sensors

Keys, key tags, electronic key cards, Strict control on room keys to avoid theft,

unauthorised entry, in rooms , security Key rack at reception, have pigeon holes,

room numbers , when guest goes out of hotel he should deposit the room keys at front office, it should be kept in key rack

When guest comes back , asks for key, ask them for identification like key card,

Ensure to take keys at time of check out If lost door lock must be changed immediately Fill key control sheets Master keys: keys that open the doors / locks

that are double locked, or locked from inside Grand master key: open all the locks in the hotel Floor master key : open all locks on a floor Section key: open 12 rooms of a section , with

room boy Use master key if guest is not responding on

phone, not awake in morning, in case of emergency / fire

ROOM SELLING TECHNIQUE

Try to sell the higher rooms, suites, that will increase the room revenue

Sell packages eg. 2 night package, family/ group package

Try hard for bulk business Highlight the features of the room , eg room

has a stunning view of the sea If a family comes and family room is not

available, then convince them to take 2 attached rooms .

Try to sell the facilities, food, restaurant, spa of the hotel to maximise the revenue

HOSPITALITY DESK

Guest relation executive sits on hospitality desk

Any query for rooms, banquets, MICE, Take feedback from the guests Handle guest complaints Maintain the guest history card GRE should be pleasant, efficient, smart,

tactful, smiling , diplomatic, Should handle VIP arrival Information about the days events and

parties in the hotel , venue , timing,

COMPLAINTS HANDLING

If guest has any complaint about room, its facilities, mechanical, engineering, quality of service, he can call the maintenance desk, front office desk, guest relation executive, housekeeping complaint desk.

The complaints have to be solved immediately to ensure that guest do not take a negative impression of the hotel and do not create negative publicity

GRE should listen carefully to the guest , be patient tactful , diplomatic, cool . Try to cool down the guest by saying we are very sorry for the inconvenience, I will tell the maintenance and they will solve your problem shortly.

Follow up if the problem has been solve or not.

GUEST HANDLING

There are different situations to be handeled Some guests are fussy, arrogant, irritating,

misbehave, carrying weapons, drunk, under drug effect,

We will deal with all type of guests efficiently, effectively, calmly and take immediate action if needed with help of security

Some guests try to complaint and want some discounts on bills, or get food complimentary.

Groups, families FIT, foreigners need different attention and different handling and attention.

GUEST WAKE-UP CALL PROCEDURE

We will call the guest at the time mentioned eg.5.00 am to wake him up.

Very important service as if guest do not wake up on time he may miss his flight/bus/train and blame you

Wake up call sheet is prepared in night for the next morning calls

Guest will fill a wake up call slip his name, room number, date and time of wake up call,

Give a call and announce “ Good morning Mr. Anil, this is 5.00 o’clock wake up call”.

Call back after 5 minutes and announce “ this is your second wake up call”

If guest do not pick up the phone , send bell boy to the room to wake up physically. Knock the room . If he responds then ok, if he do not respond then use a master key to open the door and wake him up

It is duty of telephone operator

GUEST PAGING

When a guest is in hotel , somebody is there to meet him, we page/ locate him.

By page board: write name of guest in bold capital letters on the paging board, and tell the bellboy to walk through the public areas with the paging board.

give alert on sms/ whatsapp if he has carried the mobile

Paging also done at airport pick up