The document discusses front office communications and guest services in a hotel. It describes various methods the front office uses to communicate with guests and other hotel departments, including transaction logs, information directories, mail handling, and telecommunications services. It also provides guidance on handling typical guest requests and complaints, advising staff to listen actively, isolate upset guests, remain calm, preserve the guest's self-esteem, take notes, provide next steps and follow-up.

1. © 2009, Educational Institute
Chapter 6
Communications and
Guest Services
Managing Front Office Operations
Eighth Edition
(333TXT or 333CIN)

2. © 2009, Educational Institute
Competencies for
Communications and Guest Services
1. Describe front office procedures for
communicating with guests, and describe
communications between the front office and other
hotel areas.
2. Identify typical service requests that guests make at
the front desk, and describe general approaches to
handling guest complaints.

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Front Office Communications
• Guest communications
• Transaction file/log book
• Rapid response software
• Information directory
• Reader board
• Group résumé book/file
• Mail and package handling
• Telecommunications services

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Transaction File/Log Book
• Chronological journal
• Shift recap
• Unusual events
• Guest complaints/requests

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Information Directory
• Area maps
• Taxi telephone numbers
• Airline telephone numbers
• Bank locations
• Theater locations
• Church locations
• Shopping locations
• Restaurant menus
• Special events schedules

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Mail/Package Handling
• Time-stamp upon receiving
• Mail signature book
• Notify guests
If registered—activate in-room message light
If due to check in—note on reservation record
If checked out—time-stamp and return to
sender or, if possible, forward to guest

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Telecommunications Services
• In-room local and long-distance telephone service
• Telephone messages
• Voice mailboxes
• Broadcast messages for groups
• Fax messages treated like mail
• Fax log
• Wake-up services
• E-mail and data services
• TDDs
• Call broadcast

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Interdepartmental Communications
• Housekeeping
• Engineering/maintenance
• Revenue centers
• Marketing/public relations

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Handling Complaints
• Listen
• Isolate the guest
• Stay calm
• Preserve guest’s self-esteem
• Give undivided attention
• Take notes
• Tell guest what can be done
• Set a timeline for action
• Monitor progress
• Follow up

10. © 2009, Educational Institute
Handling Complaints
• Listen
• Isolate the guest
• Stay calm
• Preserve guest’s self-esteem
• Give undivided attention
• Take notes
• Tell guest what can be done
• Set a timeline for action
• Monitor progress
• Follow up