1. Hotel- Cuts down on queue times at
busy periods
Advantages of automatic check Hotel- Cuts down on staff numbers
in machine Guest- Saves time checking in
Guest- 24/7 access to check in (suits
airplane crew, lorry drivers)
Guests like as fits with their
principles
Good practice to save world
Advantages of Eco Friendly
resources
Hotel
Long term running costs
should be lower
Assists fair trade suppliers
Have correct paperwork, pens ready
Answer phone within 3 rings
State time of day, name of your hotel and
your name
Checklist for Telephone Call Speak clearly and don't be afraid to ask for
clarification and spelling of names
Check details with customer
Inform customers of the other facilities in
the hotel - spa, gym, wifi etc
Toilet=Toilet cleaner/sanitizer- paper towel
Baths/Sinks=Cream cleaner-soft cloth
Taps/shower head=Limescale remover/soft
Cleaning Bedroom brush
Mirrors=Glass cleaner-Soft Cloth
Floors=Low foam cleaner - Mop and Bucket
Wooden Furniture= Wood Polish-Soft Cloth

2. Steam Cleaner - may allow fewer products
No Bleach = Irritant
Lemon Juice=Antiseptic, fresh- Good for
window
Cleaning Eco Friendly Hotel Vinegar= As for lemon- Good
window/surfaces
Baking Soda=Good for stains/scouring
surfaces
Door Furniture=Metal Polish-
Soft cloth
Cleaning Foyer/Public Area
Upholstered chairs=Upholstery
Foam-Soft Brush
Hands=soap/bacterial handwash-
taps/dispenser
Dishes=Dishwasher fluid/rinse aid-
Dishwasher
Cleaning Kitchen Surfaces=Sanitizer/Degreasant-Hand Sprays
Pots=Soap-Scouring pads/Not metal
Drains= Enzymes eat waste matter/clean
drains
Equipment=sanitizers-sprays
Cleaning Leisure Centre/gym Changing areas/wet=sanitizers-
Hose/Mop/ Buck

3. Escort people into Hotel
Meet cars
Arrange for porters to lift
Concierege Roles luggage
Arrange a taxi for guests
Book theatre/plane tickets
Provide Local information
Conferences are big business
Hotels with large rooms =100s
of delegates
Conferences in Hotels - General Many meetings in small rooms
with 10 or fewer
Stormont Hotel=18 smaller
rooms + 1 large one
Offer good quality customer care and
present Professional corporate image
to form +impression
Customer contacts hotel
Customer Cycle
Customer Meets receptionist
Customer uses Facilities
Customer meets other staff
Customer settles bill
Hotel - potential for fraud (more
people using room than stated)
Guest - Impersonal - no friendly staff
Disadvantage of automatic to greet
check in machine Guest - Cannot answer unusual
questions
Guest - Some people may not
understand technology

4. Some guests may see it as a luxury
and not like
Could be more difficult to source
Disadvantage of Eco Friendly
products
Hotel
Could be more expensive to buy
products
Initial build costs may be higher
Solar Panel/wind Turbine - Heat and
water
No Bath- Showers use less water
Eco Friendly Hotels (Features
Cleaning Product-Natural products-
1) lemon etc.
Fewer Towels - Guests reuse towel
Insulation - less heat loss/less fuel
Natural fabric - On furniture instead of
synthetic
Waste Management Kitchen-
Eco Friendly Hotels (Features compost/recycle
Fair Trade - Use these products were
2) practical
Organic Products - As with fair trade
Bathroom Products - Only supply on demand
Concentrated chemicals - less packaging
Heavy trolleys difficult to move/block corridors
Guests may still be in rooms so work not
completed/may need assistance
Evaluate the servicing of a Guests may be disturbed in morning with noise
Guests or staff may steal if door open
room - Neg- If window left open room may become noisy and
cold for new guest
Piles of linen/rubbish left in corridors-dust etc.
Checking appliances is time consuming

5. Being organised saves time going back/forward
Checking in advance allows to plan route so beds
not missed/beds not changed if shouldn't
Evaluate the servicing of a Knock and wait so guests know they're coming
Open door means they are safe and visible
room - Pos+ Open windows refreshes room for next guest
Rubbish/Dirty sheets out first - easier to clean
Check appliances means everything works for next
guest
Room Status Report
Between reception and housekeeping
Which rooms are empty and do not
Example Department need cleaning
communication 1 Which rooms need stripped and
made ready for new customer
Which rooms need cleaned for
existing customer
Room Service
Links between:
Customer
Example Department
Reception
Communication 2
Kitchen
Waiting Staff/Porters
Reception for billing
Setting up rooms
Booking by reception, events manager in
book/programme
Schedule checked weekly/daily by:
Example Department Kitchen staff - to order food and beverages
Porters - set up rooms for
Communication 3 wedding/conference/party
Duty Manager - Make sure all departments ready
Administration Dept. - Accounts etc. to order
supplies, complete bills

6. In the Foyer of large hotel or outside
Allows guests to check in without
receptionist
Information accessed through touch screen
Explain Automatic Check in Will ask for names, address, payment details,
system type of room and length of stay
Machine produces an electronic room key
and receipt
May be multi lingual and possibly used
online for adavnce booking
Clothes collected by porter
Placed in labelled bag
Returned by a prearranged
Flow Chart for Laundry
time - 6 hrs/24 hrs
(communication)
Reception orders porter to
collect and deliver laundry
Reception applies charge to bill
Housekeeping staff find item and take to lost
property store
Catalogue item; what it is, where found it,
Flow Chart for Lost Property date time
Inform reception
(communication) Reception try to trace owner or owner may
ask if property found
If returned by post done by registered mail in
case goes missing
Guest rings reception, asks for
newspaper to be delivered
Reception alerts concierge/porter
Flow Chart for Morning and adds cost to bill
Newspaper (communication) Newspaper delivered, usually left
outside so as not to disturb
Some hotels provide service free of
charge

7. Sometimes guests or delegates may require
admin help
Ring reception and ask for work to be copied
Flow Chart for Reception send porter to collect and take it
to admin offices
Photocopying/Admin May be a form to complete to specify what is
(communication) required:
Number of copies, size, single/double
sided/colour of paper/stapled or booklet
Charges added to bill
Mrs Smyth looks at room service menu
Rings reception and places order with room
number/name
Receptionist notes order and passes it on
If late at night may be restricted menu/need night porter
Flow Chart for Room Service Food delivered to Mrs Smyth's room when ready
Waiter knocks and announces room service
(communication) Deliver food and place on table/put in hand
Waiter asks her to sign docket to confirm receipt
Docket taken to reception and amount placed on bill
Mrs Smyth leaves tray in room or outside door for
collection
Be cheerful and welcoming
A 'can do' attitude -nothing too
much trouble
Front Office Qualities Well groomed and presentable
Efficient - work well under
pressure
Flexible and easy to get on with
Computer literate
Communicate well (writing,
speaking and non-verbal)
Front Office Skills Speak a few languages
Solve problems, handle
complaints
Manage other staff

8. Listen
Apologise
Empathise
Handling Customer Complaints Demeanour
(8 Steps) Solve the Problem
Recheck with customer
Compensation
Record for training/Monitoring staff
Work out which rooms to clean-Receptionist
gives list to housekeeping team
Each floor may have supervisor who passes
Housekeeping - info to chambermaid/housekeeping
personnel
Flowchart/Routine (1) Trolleys stocked according to number of
rooms
Schedule issued as to quick servicing or deep
cleaning
Toilitries, fresh linen, coffee all ready for
distribution
Housekeeping - Housekeeping checks handles for ready to
service sign and with reception
Flowchart/Routine (2) Can start rooms before usual 11 am check out
time
Most rooms ready for occupancy at 12 noon
Housekeeping knock door, announce
'Housekeeping' and wedge door open
Open curtains and windows to air the room
Remove all rubbish, dirty washing, towels and
Housekeeping - sheets
Remake the bed
Flowchart/Routine (3) Dust all surfacs-window sills, tables, inside
wardrobes
Check under bed and wardrobe for lost property, if
found bag it with room number and return to
reception

9. In bathroom- wash down
showers,toilets,sinks and surrounding area
Place sanitiser in toilet and allow to soak in
Replace all used toilitries and towels
Housekeeping - Check all electrical appliances - lamps etc,
Flowchart/Routine (4) Fix Hotel stationary packs and courtesy trays
Hoover from one end of room, then
bathroom to door
Wash bathroom floor
CLose window, door and leave
Head of House Keeping responsible for team of
workers
Head of House Keeping ensures supplies of
toiletries/linen etc.
Housekeeping - Servicing Hotel Floor supervisor looks after an area within
hotel+number of chambermaids
Room (Roles) Floor Supervisor organises rotas and checks work
done then reports back to Head of House Keeping
Operatives are employees who clean the rooms and
public areas
For each scenario think:
How does the employee know
what to do
How do Departments
How do they know when to do
communicate?
it?
How do they know how to
confirm it is done
Ask personal details for registration
(address etc)
Check how guest will pay/take card
details if not done so already
How to Check Guests In
Give directions to room
Issue a key
Give other information, restaurant
times, leisure facilities etc.

10. Ensure efficient process if guests need to
check out early to get to work/catch plane
Ask if enjoyed stay
Get guest to check bill partcularly add on
How to Check Guests Out items like min bar, telephone
Process payment
Issue receipt
Wish them well and make feel valued
Respond as swiftly as possible
Be formal and professional
How to Handle Enquiries (E-
Use correct spellings/not txt
mail)
speak!
Check spelling and grammar
Listen to customer
Nod or say you understand
Answer question if can
How to Handle Enquiries (face If can't answer find someone who can
to face) and explain to customer that this is
what you are doing
Check they are happy with your
assistance
A smile in your voice
Speak clearly and slowly
Speak in the visitors language
Key factors in Verbal
Do not use slang
Communication
Be sincere
Think of volume, tone, speed
and warmth

11. Clear writing
Size of print
Key factors in Written
Colour of print and background
Communication
Straight forward language
Business like/Professional
Usually smaller bills such as bar/unlikely
accomodation
+Simple and immediate
+Gives hotel access to change for other
Methods of Payment - Cash customers
-Hotel needs to record and handle cash and
records
-Money may be lost or stolen
-Bulky to carry around
Customer gives info over phone or on
arrival
Hotel holds details and processes
Methods of payment Personal once checked and agreed by customer
Credit Card/Debit Card For Private use or smaller bills within
a company
Used if no company card or customer
would claim back with a receipt
By not being organised can clutter the counter up
If you're already dealing with a customer face to
face then you'll have to interupt them to answer
the phone
Speaking clearly can be time consuming if the
Negatives person is slow, so can annoy the customer
Over cheerful can sound insincere and not always
appropriate if serious business is required
Checking detaIls can take time and they guest may
think they weren't paying attention the first time

12. Body language
Can include appearance
Way you stand
Non verbal Communication Facial expressionMore info is
received through watching
body language then listening to
what someone says!
Issued by Company Accounts department
Named users only
Limit set on spending/what may be used for
+Saves employees using personal card
+Simpler management for company
Plus/Negative of Company +Hotels prefer it when dealing with legitimate businesses
+For group bookings prevents numerous bills being issued
Credit/Debit card -If credit limit exceeded employee has to find other method of
payment
- Can be a problem in emergency situation when likely to exceed
normal costs such as missed flight
-Users may spend more than would on private card which had to be
claimed back
+Secure way of payment for customer
+Can be used as deposit over phone
to guarantee booking
Plus/Negative of Personal +Monthly Bill easy to keep track of
Credit/Debit card for customer -Staff have access to your personal
details
-Can accrue a large bill and may have
to pay interest
+Payment guaranteed as details taken on
booking/arrival
Plus/Negative of Personal +No cash needed to be handled/recorded
Credit/Debit card for Hotel +Money arrives promptly from credit card
company which is good for cash flow
-Responsibility to keep guest data secure

13. Carry lugage to room
Set up rooms
Porter Roles
Set up podiums and stages for
conferences
By being organised and not having to find pens etc
you will come across as being organised - creates a
good impression of the business
Stating your name lets the customer know they're
Positives and Negatives of this in the right place
Speaking clearly helps all customers get all the info
process - Positives - clarifying spelling makes everything more
accurate
Cheerful on a phone creates a good impression
Accuracy is vital to an efficiant business
Check details - can't afford making mistakes
First person a guest speaks to
Receptionist Roles Greet customers at desk on
arrival and departure
Head Receptionist
Roles of Front Office and Receptionist
Customer Care Concierge
Porter

14. Tables and chairs laid out as arranged by client
Theatre style=Face front, Horsehoe shape
Refreshments usually booked and served in room
or usual dining areas
Setting up a Conference Room Equipment may be requested, data projector,
audio, flip chart
Table usually set with paper, pencils,coasters with
logo which looks professional and marketing
May be telephone in room
Body language
can include appearance
The way you stand
Types of Non Verbal
The expression on your face
Communication Does not have to mean sign language
(More information recieived through
body langauge than listening)
Letters
Emails
Texts
Types of written
Notice Boards
communication
Memos
Menus
Flyers and Posters
Smile in your voice
Speak clearly and slowly
Do not use slang
Verbal Communication Be sincere
Think of the volume
Think of the tone
Think of speed and warmth

15. Telepone call/ Email enquiries
What happens when customer Bookin/Reservation
contacts hotel Appointment to meet
Conference manager etc.
First impressions
Asks for information
What happens when customer
Gives out keys
meets receptionist
Checks customer in - payment
and personal info.
Letters - Clear writing, size of print
E-mails - Colour of print and
background
Notice boards
Written Communication
Memos - straight forward language
Menus
Flyers and Posters - business like,
professional