Issues Concerning Front

Office Control

by Tricia Prado & Joeneil Geronimo

1. Overbooking

The practice of many hotels of confirming more reservations than actual inventory will permit. Hotels use historic no-show information to determine what percentage they can overcommit rooms. This practice is intended to enable 100 percent occupancy for the hotel.

2. Hotel Incidental Charges

Incidental charges are not for "incidents" but rather for miscellaneous items and services you may use at the hotel like telephone calls or valet parking. They usually just get the approval for the requested amount, and charge you daily or at checkout for the actual amount you used. This might vary based on hotel policies however.

3. Negligence of Task

Failure or forgetting of doing his/her duties.

4. Dealing with Guest Complains

In a service industry, “The customer is always right“(even if he or she is wrong). An apology costs nothing and can help a client to feel better.

HOW TO HANDLE GUEST COMPLAINTS?

1. ListenSteps on Resolving Customer Complaints:

2. Summarize the Problem

If possible, Offer Them Two Alternative Solutions to Choose

Between.

Follow Through and Follow Up