front office

 stay of the guest

 is the most important phase in the guest cycle in a hotel

stay

 It is during the blank that the guest experiences the maximum services of the hotel.

room

The blank component creates maximum satisfaction to the guests but also important are handling calls and taking messages

MAIL HANDLING

When guests are away from their homes because of any reason that may be business, official, and personal, they need a contact address where they can receive their urgent mails, couriers, fax, parcels etc.

contact address

MAIL HANDLING

When guests are away from their homes because of any reason that may be business, official, and personal, they need a blank where they can receive their urgent mails, couriers, fax, parcels etc.

hotel

The blank in such cases acts as an agent for receiving or forwarding such mail or messages

front office

All the mails addressed to the hotel are received by the blank and depending upon the hotel maybe handled by the front desk, bell desk or information desk

Mail handling

covers up both incoming and outgoing mail.

Incoming mail

Mail that is coming from various destinations to the hotel.

Outgoing Mail

of the hotel includes mail of the hotel and guest.

Hotel mail

normally handled by those departments where they are from

Guest mail

normally handled by the bell desk where they keep stamps, envelopes, letters and even parcels scale.

MESSAGE HANDLING

Receiving messages for guests in their absence, recording them and communicating them to the guests as soon as possible is an important function of the front desk staff.

front desk staff

MESSAGE HANDLING

Receiving messages for guests in their absence, recording them and communicating them to the guests as soon as possible is an important function of the blank

phone or in person

A message can be received either by blank

confidentiality

The accurate handling of messages and their delivery is very essential, their blank is also of utmost priority.

guest room

One message is sent to the blank, the SECOND is retained at the reception desk. The THIRD copy lies in the booklet.

reception desk

One message is sent to the guest room, the SECOND is retained at the blank . The THIRD copy lies in the booklet.

booklet

One message is sent to the guest room, the SECOND is retained at the reception desk. The THIRD copy lies in the blank

COMPLAINT HANDLING

The relationship an employee should maintain with the guest should be "short and formal" and if there is any guest complaint it should be sorted out immediately to make his stay comfortable.

Mechanical complaints

Most guest complaints related to hotel equipment's malfunctions.

Attitudinal complaints

Hotel does come across instances when guest complaints about impolite, unprofessional and indifferent behavior of staff members of the hotel.

Service-related complaints

The guest may experience a problem with hotel services and may get dissatisfied.

Unusual complaints

Sometimes guests demand something that simply is unwarranted or impossible to deliver.

Empathy

is defined as the ability to imagine oneself in another's place and understand the other's feelings, desires, ideas and actions.

Unwarranted Complaints

complaints na outside ng hotel nde related sa business/ out of control/ dont apologize just jot it down

bell staff

Upon seeing the guest returning, the message copy can be handed over to the guest, if the guest is missed, the blank can slip the message in his room.