The document discusses various activities and procedures carried out at a hotel front desk during a guest's stay. These include providing information services to guests, handling messages and mail, managing room keys, techniques for maximizing room sales, handling guest complaints, and procedures for guest wake-up calls and locating guests via paging. Front desk staff must ensure high quality guest service and address any issues that arise during a guest's hotel stay.

1. HOTEL FRONT OFFICE
DURING THE STAY ACTIVITIES
Dr. Bhavya Khamesra

2. DURING THE STAY ACTIVITIES
 Information services
 Message and Mail Handling
 Key Handling
 Room selling technique
 Hospitality desk
 Complaints handling
 Guest handling
 Guest Wake-up call
 Guest Paging

3. INFORMATION SERVICES
To give information about
 Hotel facilities,
 Hotel rules and regulations
 Room orientation and facilities
 Hotel events, banquets, restaurant
 City sightseeing , places of tourist interest,
 City map
 Airline, bus, train schedules,
 Popular ethnic restaurants, cinema, malls,
entertainment hubs, cultural centers in city

4. MESSAGE AND MAIL HANDLING
 Emails, letters, fax, messages, parcels, couriers,
 2 types: hotel mail , guest mail
 Always time stamp , keep a record , time when
delivered to guest etc
 Messages 2 types: somebody calls on phone,
someone comes to hotel to meet a guest

5.  Ask him the name and room number of the guest ,
tell the person to wait , call in the room , if guest
says ok send the guest, otherwise say that mr.
Pramod is not in the room kindly leave the
message.
 Tell the person to fill the message slip, Keep it in
the key rack , if guest is outside and give it when
the hotel guest come to take the key

6. KEY HANDLING
 Locks and keys, automatic locks fitted in doors,
computerised locks with sensors
 Keys, key tags, electronic key cards,
 Strict control on room keys to avoid theft,
unauthorised entry, in rooms , security
 Key rack at reception, have pigeon holes, room
numbers , when guest goes out of hotel he should
deposit the room keys at front office, it should be
kept in key rack
 When guest comes back , asks for key, ask them
for identification like key card,

7.  Ensure to take keys at time of check out
 If lost door lock must be changed immediately
 Fill key control sheets
 Master keys: keys that open the doors / locks that
are double locked, or locked from inside
 Grand master key: open all the locks in the hotel
 Floor master key : open all locks on a floor
 Section key: open 12 rooms of a section , with room
boy
 Use master key if guest is not responding on
phone, not awake in morning, in case of emergency
/ fire

8. ROOM SELLING TECHNIQUE
 Try to sell the higher rooms, suites, that will
increase the room revenue
 Sell packages eg. 2 night package, family/ group
package
 Try hard for bulk business
 Highlight the features of the room , eg room has a
stunning view of the sea
 If a family comes and family room is not available,
then convince them to take 2 attached rooms .
 Try to sell the facilities, food, restaurant, spa of the
hotel to maximise the revenue

9. HOSPITALITY DESK
 Guest relation executive sits on hospitality desk
 Any query for rooms, banquets, MICE,
 Take feedback from the guests
 Handle guest complaints
 Maintain the guest history card
 GRE should be pleasant, efficient, smart, tactful,
smiling , diplomatic,
 Should handle VIP arrival
 Information about the days events and parties in
the hotel , venue , timing,

10. COMPLAINTS HANDLING
 If guest has any complaint about room, its facilities,
mechanical, engineering, quality of service, he can
call the maintenance desk, front office desk, guest
relation executive, housekeeping complaint desk.
 The complaints have to be solved immediately to
ensure that guest do not take a negative impression
of the hotel and do not create negative publicity

11.  GRE should listen carefully to the guest , be
patient tactful , diplomatic, cool . Try to cool down
the guest by saying we are very sorry for the
inconvenience, I will tell the maintenance and they
will solve your problem shortly.
 Follow up if the problem has been solve or not.

12. GUEST HANDLING
 There are different situations to be handeled
 Some guests are fussy, arrogant, irritating,
misbehave, carrying weapons, drunk, under drug
effect,
 We will deal with all type of guests efficiently,
effectively, calmly and take immediate action if
needed with help of security
 Some guests try to complaint and want some
discounts on bills, or get food complimentary.
 Groups, families FIT, foreigners need different
attention and different handling and attention.

13. GUEST WAKE-UP CALL PROCEDURE
 We will call the guest at the time mentioned
eg.5.00 am to wake him up.
 Very important service as if guest do not wake up
on time he may miss his flight/bus/train and blame
you
 Wake up call sheet is prepared in night for the next
morning calls
 Guest will fill a wake up call slip his name, room
number, date and time of wake up call,
 Give a call and announce “ Good morning Mr. Anil,
this is 5.00 o’clock wake up call”.
 Call back after 5 minutes and announce “ this is
your second wake up call”

14.  If guest do not pick up the phone , send bell boy to
the room to wake up physically. Knock the room . If
he responds then ok, if he do not respond then use
a master key to open the door and wake him up
 It is duty of telephone operator

15. GUEST PAGING
 When a guest is in hotel , somebody is there to
meet him, we page/ locate him.
 By page board: write name of guest in bold capital
letters on the paging board, and tell the bellboy to
walk through the public areas with the paging
board.
 give alert on sms/ whatsapp if he has carried the
mobile
 Paging also done at airport pick up