FO responsibilities and complaint handling
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Objectives: At the end of this class the student will be able to: 1. Have an open, service minded attitude, towards guests satisfaction 2. Appreciate the value the front office brings to the guest expectation in a hotel 3. Explain the basic of the hotel safety and security 4. Describe the service recovery communication
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FO responsibilities and complaint handling
- 1. 1 FRONT OFFICE REPONSIBILITIES Arj. Jongjit Janjam Dusit Thani College IHM1311/IHM3301 Front Office Operations www.shangri-la.com
- 2. 2 Recap of previous lesson • Arrival stage - Registration role play • Walk-In guest role play • Uniformed department • Opera Property Management System www.shangri-la.com
- 3. 3 Scope Unit 6: Front Office Responsibilities • Job Description • Role and responsibility • Guest request handling • Basic Complaint handling FO Clip
- 4. 4 Front Office Job Description • Bellman • Concierge • Butler / Purser • Guest Relations https://www.go2hr.ca/careers/front-desk-agent
- 6. 6 Guest request handling • The front desk is responsible for coordinating guest services • The front desk involves providing the guest with information and special equipment and supplies
- 7. 7 A special request could be • Can you recommend a nearby restaurant? • Can you call a taxi for me? • Where is the nearest drug store?
- 8. 8 Equipment and supplies commonly requested by guests include: • Bed board • Adaptor • Vase • Pillow • Baby cot • Extra bed
- 9. 9 Common Special Request: • Hire a limo • Repair shoes • Find a tuxedo • Arrange gifts • Finding doctor • Charging cellphone • Arranging for a tour guide • Reserve front-row seats at shows • Plan birthday parties / surprised party
- 10. 10 Steps to handle special requests: 1. Listen to get the facts. 2. Probe into the needs of guest by asking questions to clarify his request 3. Explain what you can do or offer alternative 4. Confirm with the guest that this is satisfactory 5. Use positive words like: Certainly, I will be happy / glad to…. 6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments 7. Follow up 8. Give information to the guest - Provide directions to the guest when asked - Be sure that you are given the correct information
- 11. 11 Summary • Job Description • Role and responsibility • Guest request handling
- 12. 12 Q & A
- 13. 13 The purpose of handling complaints Dusit Thani College IHM1311 / IHM.314 Front Office Operations They need someone just listento them, it will be worse if staff ignoring.
- 14. 14 A Philosophy About Complaints Dusit Thani College IHM1311 / IHM.314 Front Office Operations Staff should review every complaintsas a chance , they like you they would like you to improve then they will help you
- 15. 15 The Nature and Types of Complaints Dusit Thani College IHM1311 / IHM.314 Front Office Operations • Services Complaints • Unusual Complaints • Mechanical Complaints • Staff Attitude Complaints
- 16. 16 Some basic rules of complaints handling Dusit Thani College IHM1311 / IHM.314 Front Office Operations • Never go alone to a guest room to investigate a problem • Some people will remain bad tempered and no amount of effort will satisfy them.
- 17. 17 Some basic rules of complaints handling (Continued) Dusit Thani College IHM1311 / IHM.314 Front Office Operations • Some complaints cannot be solved, it is important to be honest. • Never make promises to do something that cannot be done, in the hope that the problem will go away.
- 18. 18 Dusit Thani College IHM1311 / IHM.314 Front Office Operations Q&A
- 19. 19 When receiving a verbal complaints Dusit Thani College IHM1311 / IHM.314 Front Office Operations • Listen • Apologize • Show Empathy • Solve the problem • Feed Back / Follow Up
- 20. 20 Q&A
- 21. 21 Complaint Record-Keeping Dusit Thani College IHM1311 / IHM.314 Front Office Operations • Department Logbook • Department Communication • Guest History Management / Profile
- 22. 22 Summary Dusit Thani College IHM1311 / IHM.314 Front Office Operations • Basic guest complaints • Inter communication Homework
- 23. 23 Next week Unit 4: Security and the lodging industry • A Growing Concern • Legal Definitions • Security and the Law • Elements of a security program Dusit Thani College IHM1311/IHM3301 Front Office Operations Lesson Schedule Stay Stop Start
- 24. 24 Thank you Dusit Thani College IHM1311 / IHM.314 Front Office Operations www.shangri-la.com Ref: - Michael L. Kasawana, Richad M.Brooks, Front Office Procedures (8th ed).