Hotel Front Office Midterm Reviewer PDF

HOTEL FRONT OFFICE (MIDTERM REVIEWER) GUEST REGISTRATION ROOM BLOCKING First opportuniy for face Guest with guaranteed to face contact between reservation so it cant be sell to guest and hotel. non guaranteed or walk in....

HOTEL FRONT OFFICE (MIDTERM REVIEWER) GUEST REGISTRATION ROOM BLOCKING First opportuniy for face Guest with guaranteed to face contact between reservation so it cant be sell to guest and hotel. non guaranteed or walk in. AMENITY SET UP REGISTRATION When guest enter Amenities in the room with special instruction of guest. certain identifying details in a book,form or COMMUNICATING WITH card to fullfill legal HOUSEKEEPING DEP. requirments. To know the status of room. the record must be ROOM STATUS name,contact number,purpose of stay. Provides if the room is occupied and clean of guestroom daily. it happens when guest reach in front desk. GUEST REGISTRATION CARD FOREIGN Pre printed with available details ready for guest arrival. Passport and visa. MEAL COUPONS PRE-REGISTRATION ACTIVITIES Guest on a plan where meals included. Activities are carried out before the arrival to CITY HOTELS speed up the check in The standard time is 3 to 5 min process RESORT HOTEL ARRIVAL LIST 10 to 15 min Prepared daily includes name and number of expexted guest, eta and departure date room, reservation and special req. CALCULATING ROOM AVAILABILITY Room availability for a day is calculated.for arrivals ,departure,,overstay,and out of order room.  HOTEL FRONT OFFICE (MIDTERM REVIEWER) STAGES OF GUEST REGISTRATION Aplicable for FIT and GROUPS travelers 1.Greet the guest according to time 5.Review the completnes of GRC F.O must restate all the 2.Inquire and Identify guest resevation status information to guest Guaranteed reservation - should ask the code or 6.Select and assign room to the guest booking number. 7.Issue room key to guest OTA online travel agency hotel voucher must ask. 8.Request a bellhop to room the guest Non guaranteed - rooming slip guest information and initial deposit. 9.Wish the guest an enjoyable stay Walk in - it depends on the availability of room when their arrive. POST REGISTRATION ACTIVITIES 3.Ask guest to complete or verify and sign the grc Updates the room status fill up thedetails information form. report and the guest account. GRC are elecronic generated and can print directly in PMS. Guest folio is a detailed record of expenses incurred by a 4.Inquire the mode of payment to be used by guest guest during their stay at a hotel. guaranteed verify the mode of payment when they chek out. All department are notified of guest arrival. non guaranteed ask for initial payment. Incidental deposit -payment to cover the potential incident during stay. Refusal to provide incidental- need to pay it cash only Company reservation need loa/lag that indicate that the company will cover the expenses in hotel.  HOTEL FRONT OFFICE (MIDTERM REVIEWER) CONFLICT BABY SITTING SERVICE Disagrement between hotel Allow them to babysit to relax guest, employee,or department. and enjoy parents. BELL SERVICE /PORTER SERVICE SHOPPING SERVICE Handling guest luggage at Helps guest to find and the arrival and departure. purchase item they need. PARKING SERVICE PHOTOGRAPHY SERVICE Valet attendant parks their car. Allow guest to capture speacial CONCIERGE SERVICE moments during stay and may avail photography session. Providing other information to the guest about the hotel ot CONFLICTS other activities. Arise when there is TELEPHONE SERVICE disagrement from different opinions,values,goals between Operated by switchboard for involved parties., incoming and outgoing anf interoffice calls. EMPLOYEE DISPUTE Departments,job duties,scheduling BUSINESS SUPPORT SERVICE conflict and other. Assitance for business OPERATIONAL ISSUE related task. Hotelstructure,operation,malfunction, understaffing,regulatory problems. WELLNESS SERVICE Fitness facilities ,spa,massage COMPLAINT yoga and meditation. Disatisfaction of guest, unhappy with service or product of hotel. PET SERVICE MECHANICAL COMPLAINT Pet friendly accomodation. Breakdown sysmtem and equipment. LANGUAGE INTERPRETATION SERVICE ATTITUDINAL COMPLAINT Hotel provide tranlator who dont attitude and bahavior of speak local or foreign guest. throuhout the stay. SERVICE RELATED COMPLAINT UNUSUAL COMPLAINT Concern about the service of a hotel. Problem that the hotel has no control.  HOTEL FRONT OFFICE (MIDTERM REVIEWER) STEPS IN MANAGING CONFLICTS HEART METHOD THE FOLLOWING STEP CALLED FILIPINO BRAND OF SERVICE LAST COMPLAINT PLAN EXCELLENCE (FBSE) 1. LISTENING DOT PROMOTING A UNIFORM WAY FOR FILIPINOS TO Putting oneself in a HANDLE CONCLICTS. perspective of the guiest who experienced the issue. 1. HEAR THEM OUT 2.APOLOGIZING Allowing the guest to Expressing regret to the guest talk and share their story for the incident. about their experience 3.SOLVING 2. EMPATHIZE Adressing the guest problem Taking things from the guest by offering solutions for them. perspective, recognizing the dissapointment with the service 4.THANKING It shows that the company is 3. APOLOGIZE genuine and cares about their Apologizing for the satisfaction. inconvenienced caused. 4. RESOLVE THE CONCERN Done by acting immediately on the problem and seeking suggestion to resolve the problem. 5. THANK THEM Expressing graditude to the guest for taking the time to reach out and share their experience with the establishment.