Downloaded 49 times
More Related Content
Similar to GUEST SERVICE
More from indian chefrecipe
GUEST SERVICE
- 1.
- 2. TOPICS • Procedure forreceiving message on telephone and in person • paging and types of paging a guest • Handling guest room key cards • Processing of key cards • Handling guest mail • Wake up call • procedure of room change • Guest complaints and typeswww.indianchefrecipe.com
- 3. GUEST MAIL • Whenguest are away from the home • They need a contact address to send parcel or mail or faxes • Hence all guest give contact address as hotels • All hotel will receive guest parcle and mails and messages www.indianchefrecipe.com
- 4. Type of mails •It is divided in 2types • 1.incoming mail • 2.outgoing mail Mails Incoming Mail Outgoing mail www.indianchefrecipe.com
- 5. Incoming mail • Theperson who receives the incoming mails in hotel will stamp them with date and time • Mails are sorted as guest mails and hotel staff mails • It is arranged in alphabetical order • It is divided in 2 types • A)ordinary mail • B) Registered Mail www.indianchefrecipe.com
- 6. Incoming mail • OrdinaryMail :These mails will not have any record with courier agency but hotel will maintain an entry in log book • Registered mail : these mails or parcels will have reocrd with correrier agent and hotel will also maintain an entry as registered log book Incoming mails Ordinary mail Registered mail www.indianchefrecipe.com
- 7. Log book ofmails S.no Date And time of receipt Name and addressee Type of mail Delivery to Signature 1 25/01/15,12.30pm Mr.Shanker Registered Time office 2 25/01/15 , 3.00pm Ms.Priya Ordinary Front desk 3 25/01/15,4.00pm Mr.Shukla Parcel Front desk 4 25/01/15,6.00pm Mr.Tewari Registered Front desk 5 25/01/15,8.00pm Ms.Suman Ordinary Front desk 6 26/01/15,11.00am Mr. Ramesh Ordinary Time office 7 26/01/15,12.00am Mr. satish ordinary Time office www.indianchefrecipe.com
- 8. Incoming mails flowchart Mails Guest Mail Hotel Mails Resident Guest Checked-out guest Future guest Official Employee www.indianchefrecipe.com
- 9. HANDLING INCOMING MAIL •First sorting Hotel mails Second sorting in to files alphabetical Guest mail House mail All mails stamped with date and time Employee mail Place in alphabetical mails rack Sent to time office Department mails placed in the dept. slots and delivered by bellboys G.M mails sent to the office www.indianchefrecipe.com
- 10. HANDLING INCOMING MAIL •Past guest Future GuestPresent Guest ( IN HOUSE) Checked against mail forwarding cards Checked against the alphabetical index from information rack Checked against the reservation rack Mail thus sorted kept in separate Hold mail Rack and reservation slip marked “ Letter” Mail thus sorted and redirected Mail thus sorted placed in the appropriate keys and mail slot or sent to the room Delivered to the guest on arrivalwww.indianchefrecipe.com
- 11. MESSAGE FLOW CHART Messagereceived for a guest at information desk Prepare a message slip in triplicate indication the name of guest, room no, record of the message , punch time of message received Guest in the hotel, but not in room If the guest has left message of where about in location form for visitors or telephone callers Visitor intending to leave message for guest Guest not in the hotel Message received on telephone Hand over the message slip and request the visitor to write the message : name of guest, room no, and message and verify room no and name of the guest and punch time and prepare message slip in triplicate www.indianchefrecipe.com
- 12. MESSAGE FLOW CHART Informthe calling person about to the guest and take permission and transfer the call Inform the visitor about the guest where is about VisitorMessaged received on telephone Triplicate retained in the book Duplicate sent up to the guests room Handed over when the guest comes to information counter Original kept in key and mail rack www.indianchefrecipe.com
- 13. PAGING GUEST INHOTEL • Paging means it is a system of locating guest in the hotel • Guest expects a phone call or a visitor but decides not to wait in the room and might decide to go to public areas such as bar, restaurant, swimming pool, lobby or lounge, coffee shop, etc or may go out of the hotel • In such case the hotel ask the guest to fill up location form and blank location form is kept in the stationary folder in guest room and information sectionwww.indianchefrecipe.com
- 14. PAGING GUEST INHOTEL • The completed location form is kept in key and mail rack • This information is sent to telephone department also • The purpose location form, it is ease to locate the guest and save time www.indianchefrecipe.com
- 15. LOCATION FORM HOTEL MARRIOT LOCATIONFORM • NAME OF THE GUEST : • ROOM NO : • WHILE I AM OUT OF THE HOTEL ROOM I AM EXPECTING : • MR/MS __________ TO VIST • TELEPHONE IN AN EVENT IF I AM NOT IN MY ROOM KINDLY LOCATE ME AT : • CAFÉ SHOP • GYM • SWIMMING POOL AREA • RESTAURANT • OTHER(SPECIFY)___________ OR CONVEY MY MESSAGE TO CALLER / /VISTOR • MESSAGE_______________________________________________________________________ __________________________________________ • SIGNATURE OF GUEST www.indianchefrecipe.com
- 16. TYPES OF PAGINGA GUEST PAGING PAGER / BEEPERPUBLIC ADDRESS SYSTEM (P.A. SYSTEM) PAGE BOARD www.indianchefrecipe.com
- 17.
- 18. PAGING BOARD SYSTEM •It is the traditional of paging guest in hotels • This is simple in which bell boy is required to carry a small board with handle and small bell attached • The receptionist writes the name of the guest and his room number on the board • The bell boy carries this board to the public area which he mentioned on the location form by the guest and keeps ringing the bells • This attracts the attention of the guest immediately www.indianchefrecipe.com
- 19. PAGING BOARD • Disadvantages •This method create disturbance to other guest in area • If the guest has left that location area and bell boy will keep ringing bell till guest comes and it is time consuming • The bell boy will go to the all public area and rings the bell for the guest • If the guest is not available in all public areas then the bell boy has to inform to the lobby www.indianchefrecipe.com
- 20.
- 21. PUBLIC AREAS(P.A SYSTEM) www.indianchefrecipe.com
- 22. PUBLIC ADDRESS SYSTEM •Another system of paging a guest in hotel is (P.A system) • In hotels it is channeled with music is played from a central room • One switch of the same is with the receptionist • When a phone call or a visitor for a guest then the receptionist switches off the channeled music from all public areas and announces the name of the guest and room number of the guest • This message is transmitted to all the publicwww.indianchefrecipe.com
- 23. PUBLIC ADDRESS (P.A) • This saves the times of bell boy • The commication skill of the person announcing are important in this system • His/her voice ,manner of speech, modulation of voices, correct of use of phrases, words and tone etc are very important • The tone should be friendly and interested and helpful www.indianchefrecipe.com
- 24.
- 25.
- 26. PAGER/BEEPER • It isan electronic equipment • It is used in hill resort or beaches • It is given to V.I.P guest • It is easy to pass the message to pager, if the guest is busy on phone www.indianchefrecipe.com
- 27. Different types ofroom keys • Emergency key: - This key opens all the doors in the property even those that the guest have double locked. The emergency keys over rides the deadbolt put on by the guest for privacy in the room, so emergency key should be well protected. Most housekeeping personal do not use emergency keys on day to day basis. • Master keys: - This key opens all the guest room doors that are not double locked. They are separated in to four types. • Grand master key: - This key opens all hotel guest room and . It can also double lock a room if access to it has to denied, this key can be use inwww.indianchefrecipe.com
- 28. • master key:- This key is kept by the deputy housekeeper and it will open any internal door that has not been double locked. • Floor master key: - A GRA is given this key to open the rooms he or she is assigned to clean on a floor. The floor key opens all rooms on a particular floor that are not double locked. If the employee has a room to clean on more than one floor or area, he or she may need more than one floor key. Floor keys typically open the storeroom for that floor too. • Guest room key: - These keys issued to guest upon their registration. The guestroom key opens a single guestroom so long as it is not double locked. Many properties do not list the hotel’s name, address, or room number on guestroom keys. That why, if a guestroomwww.indianchefrecipe.com
- 29. Wake up call •Hotels offers wake –up call services to the guest • The guest request hotel or telephone operator for wake –up call • Receptionist or operator will enter the guest details in wake up call list • It is handed over to the concern shift person • This services are even given to the group and crews and airlines and it is co-ordinated by team leader or group leader www.indianchefrecipe.com
- 30. Wake –up callregister Date Name of the guest Wake up call time Call given by Remarks 20/01/15 Mr.Samuel 3.30am Mr.John Guest had taken the call 20/01/15 Ms.Radha 4.00am Mr.John No response from the room 20/01/15 Mr.King 4.15am Mr.John No response from the room 20/01/15 Ms.Sudha 5.00am Mr.John Guest had taken the call 20/01/15 Mr.Aldrin 6.00 Mr.John No response 20/01/15 Ms.Kiran 7.00 Mr.altaf Guest had taken call www.indianchefrecipe.com
- 31. Room change procedure Requestfor the change of room is accepted Inform the guest about room change in advance so that guest can pack luggage Make the guest room change slip and send to all concerned departments Live move Dead move The bell boy shifts the guest luggag the absence of the guest The bell boy shifts the guest luggage in the presence of the guest Give the room keys to a bell boy to shift the luggage of guest www.indianchefrecipe.com
- 32. Complaints • When guestare not satisfied with some services and express their contents to the hotel employee and front desk tries to solve the problems • Types of guest complaint :Types of complaint Mechanical complaint Attitudinal complaint Service related complaint Unusual complaint www.indianchefrecipe.com
- 33. Complaints • Mechanical complaint: It is all complaints related to mechanical like TV,mini-bar ,hairdryer etc • Attitudinal complaint : it is if guest feels that hotel staff is taking rudely or tactless these are the attitude complaints • Service related complaint : These complaints are related to the delay in food or lunch or clearance or soiled linen etc • Unusual complaint : These type of complaint where the hotel cannot help anything to solve the www.indianchefrecipe.com
- 34. Types of formats •GRC • Errand Card • Departure errand card • REservation Form • C form • Folio • Amenties voucher www.indianchefrecipe.com
- 35. Q&A short • whatisthe difference between mail and message handling • 2.what is paging • 3.what are the types of paging • 4.what are the different types of room keys used in fo • 5.what is wake-up call • www.indianchefrecipe.com
- 36.