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TFri 1:00 – 3:00 September 18, 2012
Leader: de la Cruz, Edward Members: Agullo, Eugene Ala, Sheevah Audrey Bag-ao, Chessa Lei Cerniaz, Vernie Codilan, Florence Malubay, Rozelle Mendoza, Chaka Phoebe Mesario, Floralyn Trongcoso, Amabelle Torlao, Joey
Insuring Safety and Security of Guests and Employees
The safety and security of guests and employees of hotels has never received more attention than in the past years. There are variety of reasons for this. For one thing, today‘s guest is more conscious of the dangers around him or her. Through the media, crime , fires, and earthquakes are brought to the attention of people in the country on a daily basis. In fact, whenever a fire takes place in a hotel, it becomes worldwide news.
this safety level does not allow any reduction in the attention this area should receive. with their sophisticated fire and crime detection and prevention systems. . New hotels. Of course.The lodging industry has responded to the increase attention to hotel safety by placing tremendous amount of energy to making hotels safe for their guests and employees and into making the public aware of the added security and safety measures that are being taken. may be among the safest places of all facilities to occupy.
.Our society seems to be becoming more violent. As always is the case when legal issue involved. The focus of this chapter is to cover all of the major areas of safety and security in a hotel. and increased violence must be met aggressively. the hotel should check its attorney before proceeding with the implementation of its safety and plan. It is the responsibility of all employees to keep the security of the guest foremost in there minds at all times.
• How to make guest secure from harm. .Chapter Objectives After reading understand: this chapter you will • What special laws apply to the hotel industry. • Basic ways to protect the hotel property from loss or damage.
Sub Contents • EMERGENCY PROCEDURES – Fire Prevention – Fire Emergency Plan – Emergency Medical Procedures – Bomb Treat Procedure – Armed Robbery – Hotel Evacuation – Power Failures .
– Locking Systems – Key Control – Computerized Lock Systems – Guest Room Sales – Closed Circuit Television – The Bell Staff‘s Role – Guest Room Security – Garage and Parking Lot Safety and Security – Safety Deposit Boxes .
LEGAL ASPECTS .
Every hotel has the moral obligation to provide a safe place for employees to work and guests to stay. The following section will deal with those areas of the hotel where injury can occur. . Beyond this duty. hotels are obliged by law to provide reasonable care so that guests of the hotel will not become injured.
and training of guest-contact employees. Such harmful actions by employees may range from acts of physical violence taken out on guests to something as simple as the giving out of wrong room key. reference checking. This fact places a strong demand for proper hiring.Management must always keep in mind that can be held responsible for action taken by their employees. .
Employees should be cautioned about lax security. . the clerk should politely remind the guest that it is to the guest benefit that the hotel assures itself that the person receiving the key is in fact authorized to have a key to the room.Hotels may also be held liable for injuries to guests by another guest if reasonable care could have prevented the injury. If guest complains that he or she shouldn't be kept waiting at the front desk when they ask for a key to their room. Keeping that door propped open to the outside or not watching the arrival and departure of people through the lobby are just two breaches of security that can be averted if management emphasizes the role security plays in overall guest satisfaction.
Hotels also have the responsibility to guests for the security of their property. Many states required that the statutes be posted either in the lobby. . in which the hotel is located. in the guest room. although many states have adopted statutes that limit the hotel‘s liability. Each hotel must base its policies on the laws of the state. or in both places. carefully researched by the hotel.
Then.Some guest will leave their property behind when they check out. the hotel should hold it for the time specified by state law. it may be disposed of in the established fashion by law. When this occurs. .
maintenance of guest register 1.Establishment rules. Any operator of a public lodging establishment or a public food service establishment may establish reasonable rules and regulations for the management of the establishment and its guests and employees. and each guest or employees staying. sojourning. or employed in the establishment shall conform to and abide by such rules and regulations so long as he shall remain in or at the establishment. . eating.
2. It is the duty of each operator or a public lodging establishment to maintain at all times a register. showing the dates upon which the rental units were occupied by such guests and the rates charged for their occupancy. This register shall be available for inspection by the division at any time. Operators need not make available registers which are more than 2 years old. signed by or for guests who occupy rental units within the establishment. .
security. The operator of public lodging establishment is under no obligation to accept for safekeeping any moneys. 1. or precious stones of any kind belonging to any guest. and. he shall not be liable for the loss thereof unless such loss was the aproximate result of fault or negligence of the operator. jewelry. . if such are accepted for safekeeping.Liability for property of guests.
unless such loss occurred as the proximate result of fault or negligence of such operator. he shall not be liable for a greater sum than $500. in case of fault or negligence. files with the operator an inventory of this effects and the value thereof and the operator is given the opportunity to inspect such effects and check them against such inventory. except as provided in subsection (1). or other property. The operator of a public lodging establishment shall not be liable or responsible to any guest for the loss of wearing apparel. goods. unless the guest. and. .2. prior to the loss or damage.
penalties for refusal to leave. notice.Refusal of admission and ejection of undesirable guests. . procedure.
lewd. in the case of public food service establishment. or standing of the establishment. in the opinion of the operator. any guest of the public food service establishment or any transient guest of the public lodging establishment who. who indulges in any language or conduct which disturbs the peace and comfort or other guests or which injuries the reputation. is intoxicated. dignity. immoral. or services. fails to make payment for food. or who. fails to make payment of rent at the agreed-upon rental rate by the agreed-upon checkout time or who. is a person the continued entertainment of whom would be detrimental to such establishment. profane. in the manner hereinafter provided. beverages. .1. The operator of any public lodging establishment or a public food service establishment may remove or cause to be removed from such establishment. or brawling. while on premises of the establishment.
it shall be as follows: ―You are hereby notified that this establishment no longer desires to entertain you as its guest. and you are requested to leave at once. To remain after receipt of this notice is a misdemeanor under the laws of this state. If notice is in writing. Such notice may be given orally or in writing.‖ . The operator of any public lodging establishment or public food service establishment shall notify such guest that the establishment no longer desires to entertain him and shall request that such guest immediately depart from the establishment.2.
082. s. 775.3. . s.084. punishable as provided in s.083. 775. Any guest who remains or attempts to remain in any such establishment after being requested to leave is guilty of a misdemeanor of the second degree. 775.
4. It is the duty of such law enforcement officer. . upon the request or such operator. If any person is legally on the premises of any public lodging establishment or public food service establishment. the operator of such establishment may call upon any law enforcement officer of this state for assistance. to place under arrest and take into custody for violation of this section any guest who violates subsection (3) in the presence of the officer.
If a warrant has been issued by the proper judicial officer for the arrest of any violator of subsection (3). Upon the arrest. arrest the person. the guest will be deemed to have given up any right to occupancy or to have abandoned his right of occupancy of said premises. with or without warrant. and take him into custody. and the operator of the establishment may then make such premises available to other guests. the officer shall serve the warrant. .
EMERENCY PROCEDURES .
such as fire. .The focus of this section is some of the preventive measures that can be instituted in an attempt to alleviate dangerous occurrences. it focuses on what must be done when emergencies happen. More important.
**Three things needed to start a fire are HEAT. paper rubbish. FUEL. and control panels. gasoline. cloth. TYPE C fire is an electrical equipment. or other flammable liquids ignite. TYPE A fire is one that involves wood. and plastic. and OXYGEN.Fire Prevention There are thee types of fires that are common to the hotel industry. motors. oil. TYPE B fire start when paint. .
pressurixed) Loaded Stream Dry Chemical Dry Chemical (Purple “K”) Dry Chemical (A.B. cartridge.C-Triple) Dry Chemical (Foam Compatible) Vaporized Liquid Carbon Dioxide Halon TypeA X X X X Type-B Type-C X X X X X X X X X X X X X X X X X X .Fire Extinguisher Types Ingredient Soda Acid Foam Water (Pump tank.
Fire Emergency Plan
One of the major achievements is the adoptation of a fire emergency plan that indicates exactly what should happen in the event of a fire. The following information should be contained in almost any fire plan. When a fire is found, the person finding it should pull the fire alarm and call the hotel operator to report the location of the fire. The hotel operator will call the fire department, the employees in the hotels fire brigade, the general manager, and any others as identified by the manager. A fire brigade made up of hotel employees should try to put out or contain the fire if possible. During this time, the switchboard operator will stay in touch with the manager and follow his or her orders. The hotel fire brigade will assist in evacuating guests if so instructed by the manager on duty or by the fire department.
The master keys for the hotel should be obtained by the manager on duty and be available for use by the fire department. The manager on duty will station herself or himself at the command center, which is usually at the front desk close to the switchboard. In this location, the MOD will be able to communicate with both the fire department and hotel employees. Bell staff can be assigned to the task of bringing the elevators down to the looby and shutting them down. These employees will be able to direct the fire department into the hotel ant to the fire floor.
The security department will coordinate with the police, keeping unauthorized people out of the fire area, and they will prepare for a follow-up investigation of the incident. Employees from the housekeeping department should remove all carts and material from the guest room hallways. If needed, housekeeping should remain on the floors to assist guest in evacuating the hotel. Food and beverage outlets will wait until the manager on duty informs them to close down. When possible, they will prepare to supply guests and employees with refreshments.
The important points about which the guests must be informed are as follows: .Instructions for the guest in case of a fire should also be included.
the fire may be very close by. the bathtub should be filled with water and wet towels placed around the door to keep smoke out. In such an event. the guest should call the front desk to notify the hotel personnel of the guest‘s location. the guest should betold not to open the door until he or she has felt it to see if it is hot.FIRST. THIRD. If the door is hot. SECOND. the door should not opened or it should be opened very slowly. . when trapped in the room. with the guest being prepared to close it quickly if need be.
All hotels should develop their own fire emergency plan and have it approved by their local fire department before putting it into use. .These basic rules can be used by guests and employees to save lives during a fire.
. The perator must remain calm and give full information about and the location of the emergency in the hotel.Emergency Medical Procedures When a guest calls the operator with an emergency. the operator should dial the local emergency operator.
At that point. Hotels should should also have employees on staff who are trained in general first aid. the bell staff will bring down an elevator and hold it in the lobby until the emergency medical personnel arrive.The operator should notify the bell staff of the location of the emergency. .
When a call comes in wiht the threat.Bomb Threat Procedure Any time the hotel recieves a call threatening that there is a bomb in the hotel. or if something is found that looks like a bomb. the following must be ascertained: . all involved must react as if this is true.
* Where is the bomb located? * What time is the bomb set to go off? * What does the bomb look like or what is it inside of? * What is it made of? * What is the caller‘s motive? .
When the police arrive. As soon as the robber has left. the switchboard should be call. . employees should try to give as much information about the incident and robber as possible. for this could result in injury or death for the employee and guests in the area.Armed Robbery Employees must be trained never to resist the robber. The switchboard operator will then notify the police at once.
Any communication system of a public address nature will be used to announce the procedure to the guests. They should then be instructed to assemble outside the hotel in a predetermined location. the manager on duty will order the fire alarm to be set off. . The location chosen should be out of the way of any emergency vehicles that will be arriving. Any announcemnet of this kind should tell guests to remain calm and to leave the hotel at once using the stairs—not the elevators. Hotel personnel should be stationed along the way to route the guesta through the hotel and out. Many newer hotels have an emergency communication system that acts like a publiccaddress system in each guest room.Hotel Evacuation Plan When the hotel needs to be evacuated.
The best situation is to have an emergency generator that will provide power to locations as needed. loss of lighting. loss of air conditioning. loss of telephone. Hotels should have battery powered emergency lighting in public areas and guest room hallways to enable movement within the hotel for guests and employees. . there are many issues to be dealt with. Care must be exercised in the distribution of candles for guest room lighting.Power Failures During power failure. Some of these are loss of heat. and safety and security.
Personnel should patrol the hotel inside and out constantly. presenting a fire hazard. Management has to provide for increased security during these power failures. . proper holders should be included so burning candles will not fall over.If candles are given out. No area of the hotel shold be left uncovered at these times.
Cases like this one can be prevented with the selection and maintenance of appropriate locking system. . This situation allowed rapist entry into her room to perpetate his crime.Locking System The lodging industry has come a long way from the early inns that did not even have a locking system on the guest rooms. Framcis was the guest at a hotel. Ms.5 million dollars. The court awarded her 2. There has been an increased concern for better locking system since the court case involving singer Connie Francis in the early 1970‘s. and the room she was in did not have an adequate locking system.
• The emergency key is the most highly guarded key in the hotel. The guest room key allows entry only to the guest room for which it is issued. . • An emergency key will open all guest rooms just as the master key and will also allow entry into all guest rooms that are double locked. • A master key will open the guest rooms. This key should be kept in locked ocation that is only accessible to the highest level of management.Key Control There are three different types of keys based on the access allowed by each.
such as maids in order to clen rooms and maintenance employees to perform work ordered. and the emergency key signed out anytime it is removed from this locked location. . the guests of the hotel are placed at risk—that of the loss of their property or possibly even their lives. • The hotel‘s employees must always remember that the guest room keys are a major responsibility. • If one of these keys gets into the wrong hands. the keys for guest rooms are the ones that cause the most concern for hotels.• A log book should be kept. • From a security point of view. • The master key is used throughout the day by various employees of the hotel.
After this. he or she must be asked to show proper identification before a key is given out. he or she should be given the room key. During the guest‘s stay. • When a guest checks in. It is not uncommon for guest to be negligent and leave room keys in the door. if the guest returns to the desk to get another.• Key control at the front desk starts by the keeping of the room keys in a key drawer taht can be locked when it is not being heavily used. . hotel employees should always be on the lookout for keys left in the doors of the rooms.
if they have them. many hotels have placed drop boxes in the hotel by the exit doors and. . However. Often guests forget to leave the key at the desk or in the room when they finally depart. many guest at checkout may not be finished in their room so they keep the key or keys.• At check-out. For this reason. in thier courtesy vans. front desk employees should ask the guest for the room key.
Computerized Lock System The basic variations in computerized locking systems: • Some are on-line and hardwired • Some are on-line and no hardwired • Some are off-line and retain information • Some will work outdoors and some will not • Some types do interface with other systems • Some use batteries. whereas others run on 110 volt alternating current .
. a hotel can increase likelihood that guests will use the safes. many guests do not use them. to the floor of the guest room. By providing guest an in-room safe. Most models work on a numerical key pad that accepts a six-digit security code the guest gives it. It also reduces the traffic at the front desk area. In-room safes are attached from the inside of the safe. Although virtually every hotel provides safety deposit boxes for guests.Guest Room Sales Naturally. hotel guests are concerned about the safety of their belongings in the guest room.
to record events for later playback if a security violation occurs. and they are connected to a TV monitor placed elsewhere in the hotel. from one position. A CCTV system can be hooked up to a video recorder as well. all locations being monitored. CCTV systems work out very well when used to monitor entrances. and areas outside of the hotel. .Closed Circuit Television Closed Circuit Television (CCTV) are video cameras placed to view locations that present a security risk . public spaces. where an employee can observe.
. These employees should be the eyes and ears of the hotel in matters related to safety and security.The Bell Staff’s Role The bell staff and housekeeping staff get around the hotel‘s hallways more than any other employees.
particularly if the hotel has a newer computerized access system. indicate the location of the nearest exit to the room. . and show the guest where the safety information is.When a bell person escorts the guest to the room. care must be taken if he or she is using the same elevator as the guest and utilizing a luggage cart. especially when getting on and off the elevator. When inside the room. Once at the guest room. the bell person should explain the locking system from the inside. the guest should receive an explanation on how to open a guest room door.
Guest Room Security
When the housekeeping department inspects a guest room after it has been made up, a check of the security equipment should be made as well. When the room is check-out, maids will have a metal locked box on their cart in which to drop any room keys that are left behind by the departed guest.
Garage and Parking Lot Safety and Security
Employees that will be driving guest‘s cars must be careful, especially when busy, to take the time to locate all the car‘s controls before driving off. Guest‘s cars should be inspected for damage before they are driven away. When damage is found, a full description should be written on the guest parking ticket and shown to the guest. Guests should be requested to remove any valuables or belongings that they have left in the car.
Safety Deposit Boxes
Every three months the hotel‘s controller should inspect the safety deposit boxes to ensure that they are functioning properly and that all of the keys are accounted for. When a guest of the hotel wishes to use a safety deposit box, the employee handling the boxes – usually a cashier or a front desk clerk – must be very cautious in handling the matter. The employee will enter a guest‘s name, address, room number, and safety deposit box number on the safety
The clerk will then put the tin box back into the safety deposit box and lock it in front of the guest. . the hotel must call a locksmith to drill out the lock to open it. the clerk will remove the key and give it to the guest. If the key is lost. When this is completed. The guest is responsible for the charge of the locksmith and a new lock installation. The guest must be told at this point that this is the only key that will open the box.Employees must never place the items in the box or even touch them.
what not to say and why during a crisis .Guidelines on what to say.
and as deceiving subtle as a slowly incubating food borne disease. . A crisis can be defined as any event or situation that could harm a property‘s viability and reputation.What is a crisis? A crisis in a hotel can be as dramatically obvious as a fire.
Failure to talk to the press forces reporters to seek information from sources that have no reason to protect the hotel‘s interest. • If the management does not tell hotel‘s side of the story. Among them: • Every lodging establishment should be ready with a prepared crisis communication plan. no one else will. • Providing information and cooperating with the press gives management some control over the way the crisis is reported. .Communications in any crisis should be based on certain axiomatic concepts.
• In addition to providing information to the press.Truthfulness is mandatory. One lie. . it is highly important to inform guests and employees. the guests and the employees. the public. misinterpretation or intentional failure to disclose relevant information will destroy the hotel operator‘s credibility before the press.
• Designating a single spokesman to communicate with the press in time of crisis and instructing all employees to refer all questions to this spokesman is essential.• Whatever the cause of the crisis. loss or harm caused by the crisis. . management must publicly express concern for the victims for any inconveniences.
don‘t allow yourself to be led off the track.or not. Present information in a straightforward. • Avoid speaking in Jargon.say – in press interview? • Do not speculate.What should a spokesman (who should work from a prepared statement whenever possible) say. understandable way. . relate the facts only.
and any precautions that had been taken to prevent the crisis. stress instead the efforts and being concentrated on aiding the victims. Do take the opportunity to state the hotel‘s safety record and safety features. Offer assurances that the situation will be investigated thoroughly. • • . before stating concern for the property.• Don‘t suggest possible causes of accidents or assign blame. Do express managements concern for the safety of guests and employees and concern for victims.
Indicate that this will be estimated following a thorough investigation. • Never attempt to estimate the monetary extent of damage in the midst of a crisis.• Never answer a question with ‗‘no comment‘‘. always give the reason for not answering. .
Once the crisis is over. A prepared statement by the general manager for the rest should stress. . management must act immediately and fast to protect the hotels reputation and to get the message out that business is preceding as usual. The successful implementation of the emergency action plan. complementing the hotel‘s employees for their courage and efficiency in carrying the plan through.
• The hotel‘s policy in employee training for crisis management. The fire safety device in the hotel (for example. • • . smoke or other alarms.) involved. and after any type of crisis to any such agency (fire. police. specifying regular reviews and inspections. to the fire department. public address systems) of the crisis was a fire. after a fire crisis. sprinkler system. etc. Appreciation to employees and guests for their cooperation and understanding also of course.
covering the details of the fire itself. . it is recommended that the general manager‘s press briefing include a statement by the fire department chief.• After a fire.
The plan should include clear instructions to all staff as to what to do in the event of an emergency on the property.Key Principles to remember 1. Whenever possible prepare a statement and snake your remarks to the press clear and concise without speculation. You must have an emergency action plan. 2. 3. .
When the crisis is over. let the media know it‘s business as usual. Leave the facts of the crisis to the authorities. Always express concern for public safety before company profits. Be sure and talk about your safety record of the dollar value investment made in any safety devices. 6. 5.4. 7. .
2.Study Questions 1. 4. What is the first thing a telephone operator should do in a medical emergency? 6. What are the three things a fire needs? 5. Should an employee try to resist an armed robber? . What are the thee types of fires that are common to the hotel industry? Describe them. Who should be held responsible for action taken by their employees. What is the focus of emergency procedure? 3.
In a power failure. Hotels have at least ________ levels of keys for guest rooms and other rooms. Where should a guest keep his or her valuables? 10. should candles be handled out? 8.7. 9. Are you going to leave the facts of the crisis to the authorities? .
cloth. paper rubbish. TYPE A fire . The emergency procedure focus in some of the preventive measures that can be instituted in an attempt to alleviate dangerous occurrences. or other flammable liquids ignite. TYPE B fire . motors. and plastic.is one that involves wood. .start when paint. More important. Management 2. TYPE C fire . such as fire. oil.is an electrical equipment. and control panels. 3. gasoline. it focuses on what must be done when emergencies happen.Answers 1.
8. Fuel and Oxygen 5. Safety Deposit Boxes 10. 7. 3 9. Employees must be trained never to resist the robber. Heat. proper holders should be included so burning candles will not fall over. Yes. 6.4. Yes . The operator should dial the local emergency operator.
Training in the Front Office .
With the high cost of labor and the shortage of qualified workers. along the addition of new technology. in the past. . has created a tremendous burden on those who manage hotels. Nowhere is this need for training more evident than in the front office area of the hotel. perhaps. as was the case.Introduction Today‘s guest is no longer willing to accept mediocre service from the hotel industry. The new emphasis on quality service. the response from management must include a focus on the training function.
A front office manager must. especially within the context of this new. more demanding environment. motivation. be able to deal with issues such as stress management. Thus. and the multitude of tasks that must be accomplished by these workers is evidence of this need.The demands placed on front office employees in the areas of technology. communication. guest relations. the focus of this chapter will be on all areas of training that are relevant to the role of a front office manager. and leadership–-for heror himself as well for his or her employees. . time management. in addition to dealing with the above tasks.
• How to build a winning team. . • Various training methods and their uses. • How to plan for effective training. • What employee learning needs are and how to satisfy those needs. • Who trains and how to train the trainer.Chapter Objectives After reading this chapter you will understand: • Why training is such an important task. • The value of positive reinforcement in maintaining well-motivated staff.
Sub Contents • TRAINING –Learning Needs –Training Objectives –Training Methods –Task Detailing –Training Plan –The Trainer .
• GUEST SERVICE TRAINING • EXCELLENCE IN HOSPITALITY • GUEST COMPLAINTS .Six Steps in Handling Guest Complaints • MANAGING STRESS .
Training .defined as the process that is used in the acquisition of skills and knowledge needed to perform activities .
The training program must be designed with consideration of the costs involved. A viable method of evaluation must be established in order to indicate if the desired level of learning has taken place. 3. 4. . time allowed. and objectives. Objectives must be set that will state the change expected to occur with the new employees. 2. Determination must be made about what the employees needs to learn.4 Major Steps in the Training Process 1.
Training needs that deal with interpersonal communications skills utilized with guests and fellow workers. These observations will yield two(2) types of training needs: 1. Direct observation by the front office manager can also uncover areas requiring training. .Learning Needs It can be determined through a variety of method. 2. Training needs that involve carrying out of the specific task that make up a job.
When setting an objective one must first place the main focus on the behavior to be exhibited after the training has taken place. .Training Objectives A training objective indicates exactly what the employee should know and be able to do at the successful completion of the training. Second. some standard or test must be developed to evaluate whether the training has been successful.
discussions. is usually best employed when the goal is to improve the trainee‘s knowledge. Throughout the presentation. . During the lecture.Training Methods 1.Includes lectures. "Telling Method" . To improve the lecture method trainer should keep the following advice in mind: a. use notes only to provide organization to the presentation d. Always practice what is going to be presented c. maintain eye contact with the trainee‘s. readings. and tests. Think about the audience b.
can also be highly effective in training employees.Demonstrations. including those on video as well as in person. “Showing” Method .2. .
Conduct a task analysis that results in a task listing. Job Instruction Training(JIT) Three steps must be completed prior to setting up the JIT training plan. . b.3. “Doing” Method . It involves the trainer and trainee‘s working at the same time on accomplishing the test.A combination of the telling and showing methods. a. Job description – indicates what the employee will be doing in the job and addresses the conditions that exist for the job.
Is made up of a logical grouping of steps that result in the successful completion of a desired activity.Task . an explanation of how to complete each step in the task. the frequency with which the task is performed and when. where needed. Training Plan . . and.Also called as job breakdown.Indicates what the employee does in carrying out the task. the steps followed in carrying out the task. Task Detailing . the equipment that is needed to carry out the task. This training plan indicates which task is being trained.
d. Demonstrate the task to the trainee. Have the employee attempt and practice the task. . Get the employee ready for training. The four steps are: a. Reinforce and coach the trainee. b.The training plans are put to use through the four-step method of instruction. c.
2. . He/she should be someone who knows the job. He/she should be involved in training because of the enjoyment that teaching brings. Has a great deal of patience. 3. but not necessarily the one who is the most proficient at it.The Trainer The trainer must possess following several attributes: the 1.
.GUEST SERVICE TRAINING A guest service training program is designed for the hotel and hospitality industry to maintain and enhance customer service standards.
the front desk is responsible for coordinating guest services. .Guest Services As the centre of front office activity. Typical guest services involve providing the guest with information and special equipment and supplies.
.4 Major Principles of Good Service 1. 2. An employee should never be talking with other employees about anything unrelated to the hotel business when a guest is at or near the front office area. Mind Set Mind set Refers to the attitude that the front desk staff has toward its guest. he or she should be recognized. Immediate Recognition Immediate recognition means that as soon as a guest approaches the front desk and is seen by one of the staff.
the job of guest service has just begun for the front office staff. Guest Oriented Procedures Guest oriented procedures are not always the standard in the hotel business. That is. . 4. After the guest has checked into the hotel. a particular procedure may be causing the guest some dissatisfaction. Constant Assistance Constant assistance is the fourth principle of good service.3.
many guest relations skills must be learned by the employees who will be delivering the services. . Eleven basic skills of hospitality will serve as a beginning to achieving this excellence.EXCELLENCE IN HOSPITALITY For a hotel to achieve excellence in hospitality.
1. By smiling. the clerks are showing the guests that they are glad they chose the hotel for their stay. Smiling Smiling when dealing with guests helps to create a friendly atmosphere. A smile says. ―We‘re glad you‘re here!‖ .
2. if the guest‘s name is not known. ‗Sir or Madame‘ is the appropriate address. . Greeting Greeting a guest includes smiling as well as eye contact. For example.
3. . Conversing A guest‘s name should be uses as many times in the conversation as possible. People love to hear their name. it is a very positive form of recognition.
4. Telephone Etiquette The telephone should be answered as quickly as possible. . No one likes to be put on hold. certainly by the second ring. but when this is necessary. the guest should be thanked for waiting.
Assistance When the guest arrives at the hotel and during the course of his or her stay. .5. the guest should know that the employees are there to assist with his or her needs.
Whenever an employee speaks with a guest. the employee should end the conversation with the statement. ― Please call on me if I can be of any further assistance.‖ .
they should be welcomed back.6. when guests return to the hotel at the end of the day. Attention Providing attention to the guest is enhanced by the little extra in guest interactions. For instance. .
. they should not be ignored. not their co-workers. Employees must remember to chat with the guests. When the guests are around.It is these little things that make the guest feel at home.
7. Statements such as ―Please stay with us again‖ and ―Have a nice trip home‖ or ―Enjoy the rest of your vacation‖ help to ensure that the guest will depart with a smile. . guests should be thanked for staying at the hotel and told how much they are wanted back again. Positive Endings Upon departure from the establishment.
During the guest‘s stay. a followup call should be made after any problems are reported to ensure that the guest has been pleased with the service. Follow -Through The initial follow-through comes after check in. After the guest is roomed. .8. the guest relations can call the room to see if everything is satisfactory.
Positive Attitude Having a positive attitude means that the employee has the desire to consistently provide excellent service to the guests.9. . It is the manager‘s responsibility to create the kind of atmosphere that satisfies the guests‘ needs.
Employees must be taught to be objective when making decisions. This includes keeping their emotions under control at all times .10. Positive Decisions ―Think before speaking or acting‖ is a rule that every person – especially those in the service business – should follow.
. By following these rules. but there are some basic rules that can be followed. Guest Complaints There may not be easy answer to solving guest complaints. the employees and management will stand a better than average chance of turning that complaining guest into a permanent repeat guest for the hotel.11.
The following represent a few basic ideas for handling guest complaints: • Do not argue with a guest who is complaining. assume he or she is correct. because the guest may be right • Always listen with undivided attention to what the guest is complaining about .
how would you feel? • Never raise your voice or yell at the guest. you may be able to turn the guest around • By objective and get all of the facts. if you are pleasant.• Try to put yourself in the guest‘s place. try to weed out the subjective statements the guest may be making .
tell him or her that you and the hotel will go to work on correcting the situation at once.• Show the guest you are concerned about the situation • When the guest is correct. .
.• A front office employee should be supported by the supervisor. the supervisor should step in and attempt to resolve it therefore. If the guest‘s complaint can not be resolved by the employee. employees should never accept responsibility on behalf of the hotel. A manager is the only person who should handle these matters.
there are several steps to follow: • Addressing the guest • Giving attention • Determining the solution/option .Six Steps in Handling Guest Complaints In dealing with guest‘s complaints.
• Finding answers • Taking action • Checking up .
he or she may be extremely emotional in the way chosen to confront the employees. .Addressing the Guest The guest may be bothered by the problem for a long time or that the incident has possibly occurred more than once. So that when the guest finally decides to lodge the complaint.
When a guest comes forward with a complaint. . the employee receiving it should address the guest with his or her full attention.
Attention The next step involves paying attention to what the guest is saying. The employee should listen to the guest and not try to speak while the guest is talking. .
.The best approach is for the employee to keep a pleasant expression and to nod in agreement. The employee should never argue with the guest about what is being said.
. not the personality.Determination Now it is time to determine exactly what the problem is. The employee should focus on the facts of the problem and deal with the problem.
The employee can focus his or her questions on clarifying the problem and repeating to the guest in his or her own words what the problem is. what. . always including who. where. and when in this analysis.
the guest is ready to hear some answers to the problem he or she has brought forward. . The employee should indicate that the guest‘s feelings is understandable and that the employee would feel the same way if he or she were in the guest‘s position.Answers At this point.
The employee might offer a solution to the problem. an alternative one can be suggested. If the guest is not happy with that solution. .
Action should be taken immediately after the complaint is discussed. When the guest sees that the employee is taking action to solve the problem, he or she will feel vindicated.
After the problem is resolved, the guest should be contacted to ensure that he or she is satisfied with the resolution. This is just one more way of showing the guest that the problem has received attention and the hotel wants to make sure he or she is satisfied.
When guest complaints are handled in this manner, a bad situation can be turned around into a positive experience. Through a problem resolution process such as this, the hotel may gain a loyal customer and very positive word-of-mouth advertising.
irritability.Stress . . and a variety of physical symptoms that include headache and a fast heartbeat. inability to concentrate. Common stress reactions include tension.the emotional and physical strain caused by our response to pressure from the outside world.
The effects of stress are different for different people.The Signs Of Stress Stress can cause both mental and physical symptoms. .
Mental symptoms of stress include: • • • • • Tension Irritability Inability to concentrate Feeling excessively tired Trouble sleeping .
Physical symptoms of stress include: • Dry mouth • A pounding heart • Difficulty in breathing • Stomach upset • Frequent urination • Sweating palms • Tight muscles that may cause pain and trembling .
Managing Stress The hotel business is considered to be a ―people‖ business. This is so because of the high degree of contact a hotel‘s employee have with its guests. .
. Thus. comes a great number of stress-producing occasions.Along with this high degree of guest contact. managing stress is part of a manager‘s job.
. Tell them what changes are planned way ahead of their implementation. • Let them know how these changes will affect them.A manager who wants his or her employees to be free of stress might try the following: • Talk to the employees.
• Always be honest with them. the employees will never know what to believe in the future .• Listen to all employees. • If a manager is caught in a lie. Let them know that their ideas are respected.
Let them know that their ideas are respected.• Listen to all employees. • If a manager is caught in a lie. the employees will never know what to believe in the future . • Always be honest with them.
• Always be honest with them.• Listen to all employees. • If a manager is caught in a lie. Let them know that their ideas are respected. the employees will never know what to believe in the future .
the employees will not feel a great deal of stress from not knowing what to do or how to do it. .If a good training program is set up.
What does task mean? 5. What are the three methods of training? 4. List the four steps in the four-step method of instruction. What is the definition of training? 2. 7.Study Questions 1. A training objective indicates exactly what? 3. What are the four principles of good service? . A training plan is also called? 6.
What are the two types symptoms of stress? . What are the steps outlined in the text for handling guest complaints? 10. What are the eleven basic skills of hospitality? 9.8.
Answers 1. Telling Method. Showing Method and Doing Method 4. . A training objective indicates exactly what the employee should know and be able to do at the successful completion of the training. Training is defined as the process that is used in the acquisition of skills and knowledge needed to perform activities. A task is made up of a logical grouping of steps that result in the successful completion of a desired activity. 3. 2.
Greeting. GuestOriented Procedures and Constant Assistance 8. and 4) Reinforce and coach the trainee. Telephone Etiquette. Positive Attitude. Guest Complaints . Immediate Recognition. Assistance. 1) Get the employee ready for training. Attention.5. 2)Demonstrate the task to the trainee. Follow-Through. 7. Smiling. Conversing . Mind Set. Positive Endings. Job Breakdown 6. 3) Have the employee attempt and practice the task. Positive Decisions.
2)Giving Attention. 1) Addressing the Guest. Mental and Physical Symptoms . 5) Taking Action. 3)Determining the Solution. 4) Finding Answers. and 6) Checking up 10.9.
Eugene Ala. Amabelle Torlao. Floralyn Trongcoso. Chaka Phoebe Mesario. Rozelle Mendoza. Chessa Lei Cerniaz. Florence Malubay. Vernie Codilan. Joey (Presentation) (Summary) (Presentation) (Researcher) (Researcher) (Presentation) (Researcher) (Reporter) (Summary) (Summary) (Summary) .Summary de la Cruz. Sheevah Audrey Bag-ao. Edward Agullo.
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