Process telephone

calls
Some basic rules to remember when
using a phone include:
• answer the phone within three rings
• answer calls courteously
• greet caller appropriately: say the time of day,
for example, `Good morning/afternoon';
identify the department, for example, `Bell
Desk' (your name)
• pronounce your words clearly, slowly, and with
adequate volume
• have pen and message pad (paper) by the phone
• listen attentively
• record messages accurately - pre-printed
message pads can assist with this
• determine caller's needs – and direct them
to the appropriate department
– thorough knowledge of your hotel is
required
• prioritize calls according to property
guidelines
• process calls
• take messages when required
• activate message waiting system
• process voice mail messages – this
requires a thorough knowledge of your
telephone system.
Recording messages

This is very important. If a

guest does not receive messages in
full, it may not only cause the guest
embarrassment but possibly a
financial loss e.g. a business client
may leave a vital business message.
If messages are not delivered
promptly guests may be
inconvenienced and the
establishment may receive a strong
complaint. The guest may never
return to your establishment in
these circumstances.
Make sure that you record:

• who the message is for (full name remembering that you

might have 10 guests with the name Abdullah staying in
the hotel) – this might require you to “spell” out the
name
• who left the message (repeat the name back and make
sure that you have the correct spelling)
• the number of the person leaving the message (make
sure that you repeat this back to the
caller so that you do not give your guest the wrong
number)
• what the message is - an accurate, clear message
(confirm this with the caller)
• time and date stamp the message – so there is no dispute
as to the time and date the message was received
• record your name – so if all else fails we can contact you
to decipher the message if necessary.
 Provide Wake-Up Calls

A wake-up call is a telephone call made by your

property's telephone operator to a guest at a time
requested by the guest. It is of course a telephone call
to wake up a sleeping guest. It is common practice for
the telephone receptionist/department to receive the
request for a wake-up call directly from the guest.
However, you might in your role at the front
desk be required to organize wake-up call lists for
airline crews and travel groups
these lists include the names of guests in the airline
crew or particular travel group.
• the tour group leader would usually tell you when
the group should be given a wake-up call. It would
then be your job to make sure this information is
included on the Group Rooming list and sent to all
the relevant departments – especially the
telephone area
• the airline operations office will let reservations
know the wake-up time requested for the crew and
crew pick-up time when a crew reservation is made
at the hotel. This information is recorded on the
Air Crew rooming list, it is confirmed with the
Captain upon check-in and handed to all the
relevant departments once the crew is checked
into the hotel
 Most hotels have automated wake-up systems these
days which are activated by the guest himself or they
provide alarm clocks within the room. Manual wake-
up call procedures will vary from property to property
but usually involves filling out a
`wake-up call sheet' which has columns representing 5-
10 minutes intervals. If you receive the wake-up call
request you would be required to write the name and
room number of the guest that requires the wake-up call
in the appropriate column. In the morning the
receptionist or switchboard operator would (working
from left to right) make each wake-up call, throughout
the morning, ticking off each wake-up call as it is
answered by the guest.
Date:
Wake-up call sheet

5:40 6:00 6:10 6:20 6:30 6:45 7:00 7:10 7:20

406 340 256 140

Mohammed Abdullah Smith Aziz
• obtain guest's name and time call
is required
• use automatic or manual system
to record details of wake up call
• make wake up and follow up
calls
• if a guest does not respond to a
wake up call – try and call at
least 3 times, if still no response
you will need to send a
supervisor up to the room to
wake the guest. Once a wake up
call is placed it is the
responsibility of the hotel to
wake up the guest.
 PROVIDE GUEST SERVICES
As a Receptionist you will probably have more
contact with an individual guest than any other staff
member. It is your responsibility to maintain a good
relationship with guests throughout their stay. The
importance of staff attitude and presentation cannot be
stressed enough, particularly in Front Office where the
opportunity to maintain a positive impression is always
there.
Remember:

• Courtesy
• Efficiency
• Friendliness
• Attentiveness
• React promptly to requests.
 The processing and handling of guest mail,
messages and wake-up calls will be individual for each
hotel/business unit. When receiving a guest request, mail
or message these should be recorded on the appropriate
form and delivered promptly to the guest so as not to
cause any inconvenience.

Handle guest mail

Reception is the link between the guest and the
outside world. For this reason messages, mail and
perhaps packages will arrive for guests.
These must be delivered promptly.
It is usually the job of the Front Desk staff to
advise guests of any messages, mail, faxes, emails, etc.
that have been received for them. It is the job of the
Porter to distribute mail, faxes, messages, or packages
to registered guests or hotel personnel.
Mail or messages may be received for:

current guests
future guests
past guests.

For each there is a specific procedure to follow. All mail,

parcels or messages must be time and date stamped and
recorded in a mail received book.

Mail for current guests

Mail received for in-house guests (guests who are

currently staying at your property) will usually be
forwarded to the Front Office by the person who sorts
incoming mail. All mail is dated and time stamped when
received.
 A Front Office employee then checks the details of
the addressee against a list of guests registered at the
property and also against future reservations. If the guest
is registered, their room number is neatly printed on the
envelope or package. When all mail has been checked, it is
usually the responsibility of a Bellboy or Porter to deliver
mail to the guests' rooms.
Some properties tell staff to deliver mail by placing it
under the door (so as not to disturb guests), while other
properties tell their staff to knock and enter the room and
place the item on the desk.
If items cannot be delivered according to workplace
policy (e.g. the article is too big to fit under the door or the
guest has a `Do Not Disturb' sign on), you should store the
mail in the appropriate place in Front Office and you should
leave a message for the guest to collect it. Some hotels have a
message light system that can be turned on in the guest's
room to let them know there is a message at reception.
 In some properties, guests are requested to fill out a
mail forwarding card which contains their forwarding
(next) address if they think that mail may be received after
their departure. Some computer systems may also be
updated with a forwarding address. If this is not done, and
an item of mail is received, every attempt should be made to
contact the guest by telephone or email to get an
appropriate forwarding address.
Mail for future guests

Early mail may be received. Attach a note to the

guest's reservation or, if a computerized system is in use,
flag the reservation to indicate that mail has been received.
The mail should be stored according to workplace policy in
a secure location and should be filed according to arrival
date. When the guest checks in, you should give the mail to
them. If the item is large, you should offer to deliver it to the
room.
 Secure guest valuables
Safety deposit boxes are usually located at Reception
and guests should be encouraged to place their valuables in
them (jewelry, passports, traveler's checks, etc).
Receptionist has to be aware of their location and the
correct procedure for their use. Because of the security and
legal liability aspects involved with these facilities, it is very
important that the correct procedures be followed when
issuing a guest with a safety deposit box. However, today
many hotels have in-room safes instead of safety deposit
boxes, located in the wardrobe in the guest room. These are
easier and quicker for guests to access as they don't have to
line up at the reception area. Guests
have the privacy of their room to store their goods as long as
they follow the instructions to create and access code to open
and close the in room safe. The operation of these should be
explained to guests when they are shown the security
features of their room.
Procedures for Safety Deposit boxes should include:

 provide guest with secure access to safe deposit boxes

 complete an “Open a safety deposit box form” check
their name and room number to ensure they are a
hotel guest
 guest and staff member both to sign the form
 issue key and wait for the guest to access box
 allow guest privacy to store valuables
 return box to storage each time the guest accesses
the safe deposit box – he must complete an “access to
Safe Deposit box” form.
 The signature must be carefully checked to
ensure it is the same as the one on the original form.
The guest's signature needs to be verified before
opening the box as there are only two keys to a safety
deposit box; the key that fits the box and a master key
which is kept by the Front Office. Both keys are
needed to open the box.
In small hotels a common safe may be used to
store guest's valuables instead of individual safe deposit
boxes. The guest's valuables are placed in an envelope
which has their name and room number on it, then
sealed closed. The guest then signs across the seal for
security. The envelope is placed in the safe and the
guest receives a receipt. Likewise, a safe deposit box
registration form/card must be completed and
signature check performed every time the guest wishes
to access the safe. Never leave the guest alone near the
common safe.
Provide valet services
 To be successful as a valet it is critical that you can:

• care for guest property

• organize a range of special services for guests
• demonstrate excellent personal presentation and
communication standards.
Valet services may include
organization of special functions,
room service and excursions;
restaurant/theatre bookings;
providing advice about personal
services, options and locations,
such as hairdressing, medical,
legal and shopping; and making
or confirming travel
arrangements.
 Handle luggage
This is one of the main duties for a Bell Attendant
/ Concierge to assist guests with their luggage when they
are checking in and out of an establishment. It is
important to remember about the Health and Safety
regulations when handling luggage. The precautions to
follow are:

• test the weight of each bag

before lifting
• follow the correct procedures to
ensure you are lifting the
luggage correctly
 bend your knees
 keep your back straight
 use a trolley if the luggage is too
heavy or too many bags.
 Most properties use luggage labels. It is a good
idea to use these, particularly when the guest has a lot
of luggage. This avoids the wrong bags being delivered
to the wrong rooms. As soon as you know the details,
i.e. name of the guest and the assigned room number,
write this on luggage tags and attach the tags to the
bags
 Arriving Guests
When escorting a guest take care to:

 walk with them not ahead of them

 smile and be friendly
 engage in pleasant conversation with those who
wish to talk and respect those who do not
 use this opportunity to `sell' the facilities your
establishment has to offer, such as restaurant and
health club
 be sure to indicate the emergency exits and safety
security aspects of the room, e.g. the security latch
on the door; in room safe
 leave with a greeting, e.g. `If there is anything else,
I can do for you please call me. My name is and
you can reach me at Reception'.
 Departing Guests
Baggage Collection

The guests will normally contact Concierge by phone

when they want their luggage picked up. When speaking to
the guest you should enquire:

• how much luggage there is (as you may need a trolley)

• what time they are due to check out, as they may require
luggage to be stored for a short time
• whether the luggage is to be loaded into a car (if you offer
valet parking) Do they need their car brought to
reception?

When guests have paid an account, it is not enough to

wish them well and wave them off. There are still other
services that may be offered as part of the farewell
procedure. Among these services are handling of the guests'
luggage and arranging transport for them.
 Transportation
Asking a guest who is checking out whether
he/she would like any transport arrangements made, is
particularly important for a guest who is heavily laden
with luggage or who does not know what transport is
available. Remember, not all guests are experienced
travelers. This is an opportunity to make a good lasting
impression on the guest!

A variety of transportation may be arranged for a guest.

This may include:

 courtesy bus
 hire car
 limousine
 taxi
 helicopter
 A guest may wish to travel by public transport, in
which case up- to-date bus, train and perhaps ferry
timetables will be needed.
When a guest is going to the airport, remember to
allow plenty of time when advising as to which bus/train to
take.

Whatever form of transport is arranged, certain

information is needed:

 the estimated time of departure of the guest

 the guest's name and number of passengers. If children
are included then booster seats, capsules or other
requirements need to be considered
 the number of pieces of luggage
 destination
 any special details, such as flight arrangements/rail
details.
Other information that may that may need to be taken
into consideration includes:

 whether disabled/wheelchair access is required

 whether there is a large amount of luggage
 if there are large, cumbersome items to transport.

Once all details have been obtained from the

guest, the information is recorded into a guest
departure log. If any arrangements the guest has
requested need to be altered, discuss these with the
guest before arranging them. When the guest is not
available, make the arrangements and confirm them
with the guest as soon as possible.

Once transportation is confirmed a guest may

request that luggage be taken down to the lobby or
conveyed to the vehicle.
 Storing luggage
A guest may request that luggage be stored until
later in the day. In these instances, the concierge or
porters must be informed. They will then tag the luggage
and store in the porter's office or special luggage storage
room until the guest requires it. guest will be issued a
receipt for stored luggage. This receipt must be produced
to claim it. On the guest's return, the luggage is then
taken to the guest's vehicle.
Luggage may be held for guests for a lengthy time.
Perhaps guests use your property as a base from which
they do a number of shorter trips and they do not require
their entire luggage. If this is the case then the luggage is
stored in a secure place with a note made on the guest's
reservation form. The luggage is then taken to the guest's
room on their arrival or handed over to the guest once the
claim tag is produced and verified that it is their luggage.
 Group luggage
When handling group luggage, porters will
usually have obtained a group rooming list from
Reception and made up luggage tags well in advance.
This saves time and confusion.
The porter will:

 count all the pieces of luggage

 make a note on the group record
 deliver the luggage to the transport vehicle following
the instructions of the tour group coordinator.
 If group baggage is to be stored for any length of
time, netting or roping bags together to avoid
confusion with other groups' bags is a security
precaution that may be used. This ensures all
baggage is together and helps avoid loss or theft.

 Any missing baggage must be reported immediately to

management.
Provide valet parking

Cars are parked and/or retrieved in

accordance with house procedures and policies:

• request guest's name and room number

• check car for damage – and record any
damage correctly
• hand claim tag to guest
• drive, park and/or retrieve car in a
responsible manner
• store key safely and securely.
 Provide lost and
found services
When attending to guestrooms, staff might come
across personal property of guests who have checked
out. Just because a guest has departed does not mean
the person deliberately left these items behind, so every
effort must be taken to keep the items safe for the guest
to claim. Lost property can be defined as all the items
left in check-out rooms and that do not belong to the
establishment.
Common items that are left include watches,
jewelry, books, small address books, wallets, cameras, and
duty-free shopping items. Some of these items have a
greater monetary value than others. To safeguard your
own reputation, those items that are of a greater value –
cameras, jewelry, wallets or those items of importance -
airline tickets, bus/coach tickets, or theatre tickets
should be reported to your supervisor immediately.
 Baggage may be lost prior to a guest's arrival or
within a property. In either case, Reception may be
called upon to assist in finding it. Your property will have
set procedures for locating lost bags and recording and
holding lost property.
Basic information you would
need to obtain from a guest
regarding missing luggage
includes:

• what is missing, i.e. number of

pieces
• description of item (size, color,
etc.)
• where it was last seen
• description of contents
• approximate value.
 Lost property is usually taken to the Housekeeping
office where each item is labeled with the following
information: room number, date and time found,
description/contents and the finder's name. Usually a Log
of Lost Property is kept in housekeeping and the
Housekeeper will update what happens to each item, e.g.
whether the items are returned to the guest by mail,
picked up personally, are to be given to charity, etc. This
log can be used to compare files for lost and found
enquiries.

Only items that are going to be stored for a short

time may be kept in the Housekeeping office. All other
items, especially items of value, must be stored in a
securely locked area.
Other tasks of Bell Service:

Other than the luggage handling bell

desk is an important section which informs
reception about the following;

 scanty baggage from which an advance

should be taken at the time of check in.
 Sundry tasks such as paging a guest, mail
and message handling, key control
 newspaper distribution and;
 Outside errands
 Guest stay
Ways and Methods of Ensuring Customers Service and
Commitment to Quality
1. Service Strategy Statement
 It is a simple yet powerful statement which embodies the
hotel‟s commitment to quality and customer service. If
all employees of the guest will take the statement to
heart, it could lead to an improvement in the attitude
and gradually, the quality of service rendered in the
hotel.
2. Employee Training
 To ensure the quality of service in the hotel,
appropriate training should be given to all hotel
employees. This would ensure their efficiency on the
job. Training need not limited upon hiring. It should
an on-going process of improvement.
3. Quality circles
 Employees from various departments of the hotel talk
about issues on quality and come up with solutions or
ways to improve the service of the hotel.
4. Secret/Mystery Shopper
 An individual is hired by the hotel management to act
as a guest and experience the service of the hotel.
After which the shopper provides feedback to the
hotel in terms of service rendered.
5. Quality Inspection
 Quality inspections done by the Housekeeping
Department aims to ensure that all rooms due for
check-in are ready for occupancy and to please the
guest. Inspections should not be limited to guest rooms
but should be done in the entire hotel where guests can
go.
6. Proactive vs. Reactive Guest Approach
Proactive guest approach takes a very active role in
satisfying the guest throughout the guest cycle. Quality is
ensured by all staff in the hotel to avoid guest complaint.
The reactive approach, meanwhile take a seat and watch
position. The service provider lets the guest experience
the product or service process and is on stand-by for any
guest complaint.
Common Guest Complaints
1. Product Complaint Complaints of this nature are
encountered by the guests in the process
of product consumption. Some examples
could be a leak in the room, room
temperature, problems with room
facilities, and complaints about food
quality.
2. Service Complaint Service complaints stem from the attitude
or efficiency of the staff in delivering
service. Some guest also complain about
the quality of service being rendered by
the staff.
3. Others Some guests can complain just about
anything under the sun such as weather,
traffic and pets.
 Communicating with
sensitivity
1. Soliciting information
“May I have your name”
“Can you kindly sign here sir/ma‟am “I‟m
sorry for the inconvenience”
“Would you mind to pay in cash instead?”
“Please”
“Would it be alright”

2. Turning down requests

Use YES-BUT technique „I understand…but
“I see… but”
I really wish…but”
3.Spotting signals for assistance

“you don‟t seem alright Sir/Ma‟am?”, how may I help

you?

4. Calming Down an Upset Guest

“What can I do to make you feel better sir?

“What can we do to compensate for our lousy service

sir?”

5. Acknowledging negative statements

“I see your point sir”

“I understand your point sir” “Your suggestion is
well taken sir”
Positive Strokes
Non-verbal Verbal
Smile Words of praise

Nod Words of gratitude

Moving forward to Words of appreciation

show attentiveness
Words of affirmation
Shaking hands
Words of agreement
Direct eye contact
Words of empathy
The Magic Words

Welcome to our hotel

Welcome back
We are happy to see you again
Have a nice day
Is everything in the room
alright?
Thank you for staying in our
hotel
We look forward to seeing you
How to Handle Guest
Complaints?

1. Acknowledging the complaint by

listening what the guest has to say.
2. Apologize and accept responsibility
3. Offer solution
4. Deliver promises
5. Give feedback to the guest
6. Use comment cards
*