RECEPTION Terminology Arrival : a guests who as just checked in. Blocking : to reserve a room on the room rack for a guest expected to arrive. Check-in : a guest who is registering at the front-desk Check-out : a guest who has completed his billing formalities and departed. Complimentary : free use of a room Crew : airline flight or cabin crew Departures : guest leaving the hotel after their stay Do-not-disturb : a guest requesting not to be disturbed Due out : an occupied room expected to be vacated Guest folio : the running bill of a guest, recording charges for his/her stay and the use of other hotel services. Guest rack : the Whitney rack, at the information section of the reception, arranges guest names of hotel guests staying, in an alphabetical order. House : hotel House count : the number of guests residing in the hotel. Late check out : a guest who has requested a departure beyond the official check-out time of the hotel. Lock-out : a guest room sealed for entry by the hotel because she has not settled his or her bill. Not cleared : room that is being prepared by housekeeping for sale. Out-of-order : room under maintenance Position : rooms available for sale at the beginning of a shift or day. Registration : the act of registering into the hotel by completing the registration card. Registration card : the formal document that registers a guest into the hotel for stay. Room allocation : assigning a room to a guest after he has registered into the hotel. Room key : the key of a given guest room. Scanty baggage : a guest with hand luggage only. Skipper : a guest who has departed without settling his bill. Sleep-out : a registered guest who has not used the room. Stay over : guest who extend their stay for a night. Under-stay : a guest who has checked-out before his scheduled departure date. The benefits of registration cards are: (1) That the receptionist can register more than one guest a time; (2) It is more private; (3) Registration Cards can be stored conveniently, (4) Takes less space on the reception counter and; (5) It has multiple purposes such as it acts as a legal document, market research source, folio in small hotels etc This register serves many purposes: 1 It takes stock of all arrivals and departures in a day at a glance. 2 It monitors the arrival and departure of guests’ serial wise as they happen. 3 It monitors the room allocated and those just vacated for the purpose of housekeeping to clean them for the next guests. 4 It monitors the number of people checked in so as to calculate the house count. Front Desk Counter SUPPORT DEVICES Assignment of Room Accessibility- as soon as they enter the premises of the hotel, someone must be around to assist them in their needs. Courtesy- a simple greeting can be morale booster to a customer. Personal attention- individualized attention for each person can be a beginning of a lasting relationship with them. Consistency- the delivery of the services & giving out of inquiries to customer are necessary to avoid doubts & disappointments. Teamwork- cohesiveness among employees & management can lead to a successful flow of operations. Empathy- a service personnel is expected to anticipate customer desires & initiates move to better understand his personal being. Job knowledge- it is a must for employee to know the facts relevant to their jobs and the company they work with. Nature & types of Complaints Mechanical Service Staff Attitudes Unusual Mechanical Heat, light or power Furniture Vending machine Keys Plumbing(bathroom) Appliances Service Delays Assistance Rooms Telephone Wake up Food & beverage delivery & quality problem Room service Desk personnel Staff Attitude Rude Insulting Derogatory Careless Eavesdropping Overfriendly Uncooperative Insensitive Unusual Weather Pets Transportation Closina time Anything over which the hotel has little control Handling Guest Complaints Listen, do not interrupt Never argue Be calm & sober Empathize with your guest Apologize Be open-minded & show appreciation Do not be defensive Be gracious & Courteous Reach to resolve the problem Never settle a compliant or problem in front of guest Never pass the buck When thing become more difficult call the attention of the front office manager on duty. Remember: it is not so much of the complaint or undesirable situation that drives away the customer but more the manner by which you handle the situation. Why customers quit 1% die 3% move away 5% have other friends in the business 9% quit for competitive reasons 14% quit because of product dissatisfaction 68% quit because of the attitude & indifference of an employee type of call 1 Local calls – Made within the hotel’s non-toll dialing area. Calls within the community: Cebu City 2 Extended are calls – A connection beyond the local dialing are that is still handled by the hotel’s local carrier and billed as long distance. Call within the suburbs or municipalities: Carcar, San Fernando or other municipalities outside Cebu city. 3 Direct distance dialing – The traditional definition of a long distance is a connection directly dialed by the guest that goes outside the hotel’s non-toll area and is switched from the local carrier to common carrier. Calls from outside the province: Cebu city to Dumaguete City or vice-versa. Calls from country to country: Philippines to Canada or vice-versa. 4 Operator service calls – Those that require intervention by local or long distance operators for billing purposes. Call Waiting. Enables receiving calls while telephone line is already in use. It allows switching between two calls. Speed Calling 100. Allows use of shorter dialing codes to contact frequently called telephone numbers especially ODD numbers. Do Not Disturb. Intended for customer who want to bar incoming calls temporarily. Hot Line Immediate. Lifting the handset automatically dials the pre- assigned destination. The phone cannot be used to call any other telephone number. Hot Line Delayed. Upon lifting the handset, a dial tone is given 5 seconds allowing dialing any number of choice. I f no numberis dialed, the pre-selected destination telephone number is contacted. The destination telephone number can be changed by the subscriber. Caller ID. Feature by which the telephone number from where the call originated can be retrieved and reviewed through a display box attached to or built into the telephone set. Call Forwarding (Immediate). All incoming calls are automatically rerouted to a specified local or 7-digit directory number regardless of whether the telephone is being used or not. Call Forwarding (Busy). Incoming calls are diverted to a specified local or 7-digit directory number only when the telephone line is busy. Call Forwarding (No Answer). If the phone is not answered after 4 rings, the incoming call is deiverted to a specified local or 7-digit directory number. 3 Party Conference. A feature by which a third party can be brought into a telephone conversation. Call Barring (108, 109, other carriers and Audio text ). Intends to limit or totally disallow outgoing calls. Abbreviated dialing- get faster connection and avoid dialling wrong number with PLDT abbreviated dialing store up to 20 telephone numbers into memory by assigning a code to each numbers. Security Code- Is a service features which protects subscribers from unauthorized DDD calls made on their telephone. Fonkard Plus – pre-paid telephone It can used by local or domestic and international calls made from PLDT card phones Philippine Direct- call collect to family and friends back home through Philippines Direct. You call be charged to the call number in the Philippines.
Posted on: Mon, 16 Sep 2013 14:13:52 +0000
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