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Questions and Answers
What is the primary responsibility of a Floor Supervisor?
What is the primary responsibility of a Floor Supervisor?
A Junior Suite has separate rooms for different areas.
A Junior Suite has separate rooms for different areas.
False
What type of room includes work desks and workspaces for business travelers?
What type of room includes work desks and workspaces for business travelers?
Executive Room
The __________ is the most luxurious type of hotel accommodation, often providing personalized services.
The __________ is the most luxurious type of hotel accommodation, often providing personalized services.
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Match the bed type with its description:
Match the bed type with its description:
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Which room category is known for having premium amenities and a spacious layout?
Which room category is known for having premium amenities and a spacious layout?
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The size of a double bed is 53.5 × 74.5 inches.
The size of a double bed is 53.5 × 74.5 inches.
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What is the function of Public Areas Attendants in a hotel?
What is the function of Public Areas Attendants in a hotel?
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What is included in a Full Board reservation?
What is included in a Full Board reservation?
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A Non-guaranteed reservation requires pre-payment from the guest.
A Non-guaranteed reservation requires pre-payment from the guest.
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What type of reservation keeps the booking until 18:00 if the guest does not show up?
What type of reservation keeps the booking until 18:00 if the guest does not show up?
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An __________ reservation allows guests to enjoy food, drinks, snacks, and extra activities during their stay.
An __________ reservation allows guests to enjoy food, drinks, snacks, and extra activities during their stay.
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Match the following reservation types with their features:
Match the following reservation types with their features:
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Which of the following sources is NOT a method for making reservations?
Which of the following sources is NOT a method for making reservations?
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Guests must provide personal information when making a booking.
Guests must provide personal information when making a booking.
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Special requests can include items such as an extra bed or __________ type.
Special requests can include items such as an extra bed or __________ type.
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What does 'VC' stand for in room status?
What does 'VC' stand for in room status?
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A guest's special request does not need to be communicated to other departments.
A guest's special request does not need to be communicated to other departments.
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What information is collected at check-in?
What information is collected at check-in?
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The status 'VO' means __________.
The status 'VO' means __________.
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Match the following room statuses with their definitions:
Match the following room statuses with their definitions:
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What is a prerequisite for pre-registering guests?
What is a prerequisite for pre-registering guests?
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A deposit allows a guest to put spending on their room's account during their stay.
A deposit allows a guest to put spending on their room's account during their stay.
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When working with groups, you might pre-assign rooms based on __________.
When working with groups, you might pre-assign rooms based on __________.
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What should employees check against the credit card holder's government-issued ID?
What should employees check against the credit card holder's government-issued ID?
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Employees should share money drawers among themselves to ensure efficient transactions.
Employees should share money drawers among themselves to ensure efficient transactions.
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What should be done upon the report of a lost item?
What should be done upon the report of a lost item?
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During a typhoon, communication challenges can arise due to __________.
During a typhoon, communication challenges can arise due to __________.
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What is the best way to control access to a hotel room?
What is the best way to control access to a hotel room?
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Match the financial threats with their descriptions:
Match the financial threats with their descriptions:
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Installing cameras in strategic locations is not necessary for guest safety.
Installing cameras in strategic locations is not necessary for guest safety.
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What should staff be trained on in preparation for a typhoon?
What should staff be trained on in preparation for a typhoon?
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Which of the following is NOT a type of guest complaint?
Which of the following is NOT a type of guest complaint?
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Guests should be encouraged to take complaints personally.
Guests should be encouraged to take complaints personally.
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What should be done first when handling a guest complaint?
What should be done first when handling a guest complaint?
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Compensation might include room upgrades, discounts, or _____ services.
Compensation might include room upgrades, discounts, or _____ services.
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Match the type of complaint to its category:
Match the type of complaint to its category:
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Which of the following is a step in handling a guest complaint?
Which of the following is a step in handling a guest complaint?
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Duration of the problem is a criterion for providing compensation.
Duration of the problem is a criterion for providing compensation.
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What is a common guest behavior when complaining?
What is a common guest behavior when complaining?
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To effectively follow up on a complaint, one must monitor the _____ of the solution.
To effectively follow up on a complaint, one must monitor the _____ of the solution.
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Study Notes
Room & Public Attendants
- Floor Supervisors are responsible for ensuring rooms are cleaned according to standard operating procedures (SOPs), conducting spot checks, verifying the implementation of special requests, updating the housekeeping office on room conditions, and managing lost and found items.
- Public Areas Attendants are responsible for keeping public areas clean (including restrooms, corridors, lobbies, etc.).
Room Categories in Hotels
- Standard Room: A basic room equipped with a bed, bathroom, and a small sitting/desk area.
- Deluxe Room: Similar to a standard room, but with better furniture and possibly a view.
- Superior Room: Features similar amenities to a deluxe room, but with more space and a desirable location.
- Suite: Offers a luxurious experience with a large bedroom, separate rooms for a bathroom, sitting area, and kitchenette. They might have more than two separate rooms and include premium amenities.
- Junior Suite: Smaller than a suite, offering a large room with different areas but not separated. It provides suite-like comforts and features a single large room with no separate rooms.
- Executive Room: Designed for business travelers, featuring work desks and designated work spaces.
- Presidential/Royal Suite: The most luxurious option, offering ample space, personalized services, and premium amenities.
Bed Types in Hotels
- Single/Twin Bed: Designed for one person. Commonly found in rooms with two separate beds, intended for solo travelers or guests sharing a room. Size: 38” x 75” inch.
- Double Bed/Full Bed: Can accommodate two people. Larger than a twin bed but smaller than a queen bed. Often found in economy or older hotels. Size: 53.5 × 74.5 inch.
- Queen Bed: Larger than a double bed, comfortable for two people. Size: 60 × 79.5 Inch.
- King Bed: One of the largest hotel beds, providing ample space for two people. Ideal for guests who prefer extra space while sleeping. Size: 76 × 79.5 Inch.
- California King Bed: Longer but narrower than a king bed, ideal for taller guests requiring extra legroom. Size: 72 × 84 Inch.
- Sofa Bed: A couch that converts into a bed. Typically found in family rooms for an extra sleeping space. Size: 39 × 75 Inch
- Baby Cot: A larger sleeping option than a crib, suitable for babies and toddlers up to four or five years old. Cots may have taller sidewalls and lack boards all the way around.
Booking Plans
- Room Only: Includes only the room.
- Room and Breakfast: Includes room and breakfast.
- Half Board: Includes room, breakfast, and one meal (lunch or dinner).
- Full Board: Includes room, breakfast, lunch, and dinner.
- All Inclusive: Includes room, breakfast, lunch, dinner, snacks, drinks, and extra activities.
Reservation Types
- Guaranteed: Requires prepayment to secure the reservation. Payment card guaranteed reservation, advance deposit, voucher, or corporate guarantee. The booking is held until the guest becomes a no show (1 night).
- Non-Guaranteed: The guest does not make any pre-payments and will pay upon arrival. The room may be kept until 6 PM.
Reservation Sources
- Direct: Includes bookings through the hotel website or walk-ins.
- OTA (Online Travel Agents): Online travel agencies like Booking.com, Expedia, etc.
- TA (Travel Agents): Traditional travel agencies that handle bookings.
- GDS (Global Distribution Systems): Systems used by travel agencies and corporate travel departments to access hotel inventory and make reservations.
Reservation Process (Direct)
- Greet the caller.
- Identify the caller's needs.
- Present the hotel's location and facilities.
- Propose accommodation options.
- Close the sale.
- Collect reservation information.
Required Information for Guest Bookings
- Personal Information (home address, phone number, etc.).
- Booking Details (check-in and check-out dates).
- Payment and Billing Information.
- Preferences and Requests.
- Special Requests and Needs.
- Travel Information.
- Additional Guests.
- Loyalty Program Information.
- Group Booking Information.
- Package Deals/Promos.
- Health and Safety Information.
- Cancellation and Refund Policy.
Reservation Process (Special Guest Requests)
- Location: High floor, proximity to the elevator, specific view, etc.
- Special Occasion: Honeymoon, anniversary, birthday, etc.
- Items: Extension cable, printer, pillow type/quantity, extra bed, baby cot, etc.
- Health: Shower amenities type, hypoallergenic pillows, etc.
- Belief: Prayer mat, removal of alcohol from the minibar, Bible, etc.
Employee Training Guidelines
- Verify CC holder names with government-issued ID.
- Make a copy of the passport and include it with the booking.
- Collect guest signatures on the bill upon check-out.
- Input CC numbers into the Property Management System (PMS).
Financial Threats
- Fake Cash: Ensure proper procedures for handling cash transactions and verifying authenticity.
- Stolen Items: Implement safety measures like explaining the use of safety boxes, controlling room keys (master and guest keys), hiring and training a security team, installing strategic cameras, and responding promptly and professionally to reports of lost items.
- Stealing Cashier: Implement measures to prevent theft at the front desk, such as limiting cash drawer sharing, assigning an employee per drawer, daily cash counting and exceeding amount drop off, and ensuring the drawer is only opened by accounting.
Natural & Accident Threats
- Typhoon and Flooding: Prepare emergency kits, ensure backup power sources, secure outdoor areas, train staff on emergency procedures, and communicate clearly with guests.
Human Threats
- Trespasser: Implement measures for dealing with unauthorized entry.
- Kidnapped Child: Train staff to recognize potential signs and report it to authorities.
- Sexual Assault: Have a clear policy and procedure for handling such situations.
- Guest Intoxication: Establish guidelines for dealing with intoxicated guests and ensure their safety.
- Death Handling: Implement a protocol for handling death in the hotel.
- Prostitution: Strict policies for prohibiting prostitution in the hotel (day use).
Performing a Check-in
-
Preregistration Activities:
- Review booking information and individual requirements.
- Inform related departments about special requests.
- Pre-assign rooms (for parties, groups, etc.).
- Prepare housekeeping requests (honeymoon set up, extra bed, minibar removal).
- Prepare engineering requests (extra lamp, printer).
- Prepare F&B service and production requests (allergies, special events, birthday cakes).
-
Creating Registration Record:
- Collect guest information (passport, contact details, signature).
- Reconfirm booking information (check-in/out dates, room type, booking plan).
- Request payment methods (cash, deposit).
- Input collected information into the PMS.
-
Assigning the Guest Room and Room Rate:
- Identify and allocate an available room in the appropriate category.
- Consider check-in/out times, estimated times of arrival/departure, and room status.
- Consider guest preferences (floor, view, proximity to elevator).
- Manage party/group reservations and VIP levels.
Performing a Check-out
- Inquire and post additional charges.
- Verify account information.
- Present the guest folio.
- Process account payment and refund deposits.
- Secure the room key and update the room status.
- Inquire about the guest’s experience and encourage participation in guest satisfaction surveys.
- See off guests.
Guest Complaint Types
- Service Related: Inconvenient opening hours, employees not following SOPs, incorrect bed type upon arrival, room not cleaned properly.
- Mechanical: Equipment defects (A/C, bathroom, bed comfort, room view).
- Attitudinal: Employees arguing with guests or among themselves, overhearing employees gossiping, employees sharing personal problems with guests.
- Unusual: External factors like negative emotions due to weather.
Handling Guest Complaints
- Never take it personally. Complaints are rarely directed at you, but rather at a specific situation.
- Own the problem. Be responsible for addressing the issue.
- Listen with empathy. Understand the guest's perspective.
- Isolate the guest. Take them to a private area to discuss the issue.
- Stay professional. Maintain a calm demeanor.
- Show empathy. Express understanding and apologize for the inconvenience.
- Take notes. Document the complaint details for reference.
- Provide solutions. Offer potential resolutions to the issue.
- Set a completion time. Give a timeframe for addressing the problem.
- Monitor the progress. Follow up to ensure the solution is implemented.
- Follow up. Reach out to the guest after the issue has been resolved to ensure satisfaction.
Guest Complaint Compensation
- Always confirm compensation with authorization. Do not promise what you cannot deliver.
- Compensation Options: Room upgrades, discounts, refunds, complimentary meals, spa or activity credits, late check-out or early check-in, gift baskets, transportation services, loyalty points, personalized services, sincere apologies, and follow-up.
- Criteria for Compensation: Severity of the issue, duration of the problem, guest loyalty status, type of compensation, guest expectations, brand standards, managerial discretion, and market competitiveness.
Handling Guest Reviews
- Analyze the feedbacks.
- Report to senior management.
- Provide potential solutions.
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Description
This quiz covers the responsibilities of Floor Supervisors and Public Area Attendants in hotels, including their duties related to room cleanliness and public area maintenance. Additionally, it delves into the different categories of hotel rooms, ranging from Standard to Suites, highlighting their features and amenities.
