Front Office Operations

(Training in the Front Office)
Drs. Agustinus Agus Purwanto,
Bali Hospitality Professional Services

Course Outline

Guest Service

Guest Complaint

Managing Stress

Guest Services
As the centre of front office
activity, the front des is
responsi!le for coordinating
guest services"
Typical guest services involve
providing the guest #ith
information and special
e$uipment and supplies"

%nformation &oo
Front office personnel need to
respond no#ledgea!ly to
guest re$uests for information"
Common guest $uestions may

Can you recommend a near!y

Can you call a ta)i for me(

*here+s the nearest shopping
centre, drugstore(

%nformation &oo

*here is the nearest church(

*here is the theater from here(

*hen is chec,out time(

-o# do % get to the museum,
the li!rary(

*hat recreational facilities are
availa!le in the hotel, near the

*hen is opening time of your
restaurant for !reafast(

.$uipment and Supplies
Guests may re$uest special e$uipment
and supplies during the reservations
process, at registration, or during
their stays"
/eservations agents should have a
relia!le method of recording such
re$uests to ensure that they are
*hen a guest re$uests special
e$uipment or supplies at
registration or during occupancy,
they #ill almost al#ays as a front
des agent"

.$uipment and Supplies
The agent then relays the re$uest
to the appropriate service
centre or hotel department for
processing" .$uipment and
supplies commonly re$uested
!y guests include'

/oll,a#ay !eds

&a!y cot, cri!

Additional linens0pillo#s

.$uipment and Supplies

%rons and ironing !oards

&ed !oard

Additional clothes hangers



Additional !lanet



.)cellence in -ospitality
For a hotel to achieve e)cellence
in hospitality, many guest
relations sills must !e learned
!y the employees #ho #ill !e
delivering the services"
.leven !asic sills of hospitality
#ill serve as a !eginning to
achieving this e)cellence"
These are '



.)cellence in -ospitality


2sing proper telephone eti$uette

3roviding assistance

Giving attention

3roviding positive endings

Follo#ing through

Maintaining a positive attitude

Maing positive decisions

4eeping a sense of humor

Smiling #hen dealing #ith
guests helps to create a
friendly atmosphere"
&y smiling, the clers are
sho#ing the guests that they
are glad they chose this hotel
for their stay" A smile says,
5*e+re glad you+re here67

Greeting a guest includes smiling
as #ell as eye contact"
For e)ample, if the guest+s name
is not no#n, 8Sir or Madame+
is the appropriate address"

A guest+s name should !e used
as many times in the
conversation as possi!le"
3eople love to hear their name9 it
is a very positive form of

Telephone .ti$uette
The telephone should !e
ans#ered as $uicly as
possi!le, certainly !y the third
:o one lies to !e put on hold,
!ut #hen this is necessary, the
guest should !e thaned for

*hen the guest arrives at the
hotel and during the course of
his or her stay, the guest
should no# that the
employees are there to assist
#ith his or her needs"
*henever an employee speas
#ith a guest, the employee
should end the conversation
#ith the statement, 5 3lease
call on me if % can !e of any
further assistance"7

3roviding attention to the guest is
enhanced !y the little e)tra in
guest interactions"
For instance, #hen guests return to
the hotel at the end of the day,
they should !e #elcomed !ac" %t
is these little things that mae the
guest feel at home"
*hen the guests are around, they
should not !e ignored"
.mployees must remem!er to
chat #ith the guests, not their co,

3ositive .ndings
2pon departure from the
esta!lishment, guests should
!e thaned for staying at the
hotel and told ho# much they
are #anted !ac again"
Statements such as 53lease stay
#ith us again7 and 5-ave a
nice trip home7 or 5.n;oy the
rest of your vacation7 help to
ensure that the guest #ill
depart #ith a smile"

The initial follo#,through comes
after chec in" After the guest
is roomed, the guest relations
can call the room to see if
everything is satisfactory"
<uring the guest+s stay, a follo#,
up call should !e made after
any pro!lems are reported to
ensure that the guest has !een
pleased #ith the service"

3ositive Attitude
-aving a positive attitude means
that the employee has the
desire to consistently provide
e)cellent service to the guests"
%t is the manager+s responsi!ility
to create the ind of
atmosphere that satisfies the
guests+ needs"

3ositive <ecisions
5Thin !efore speaing or
acting7 is a rule that every
person = especially those in the
service !usiness = should
.mployees must !e taught to !e
o!;ective #hen maing
decisions" This includes
eeping their emotions under
control at all times"

Guest Complaints
There may not !e easy ans#er to
solving guest complaints, !ut
there are some !asic rules that
can !e follo#ed"
&y follo#ing these rules, the
employees and management
#ill stand a !etter than average
chance of turning that
complaining guest into a
permanent repeat guest for the

Guest Complaints
The follo#ing represent a fe#
!asic ideas for handling guest

<o not argue #ith a guest #ho
is complaining9 assume he or
she is correct, !ecause the
guest may !e right

Al#ays listen #ith undivided
attention to #hat the guest is
complaining a!out

Try to put yourself in the
guest+s place9 ho# #ould you

Guest Complaints

:ever raise your voice or yell at the
guest, if you are pleasant, you may
!e a!le to turn the guest around

&y o!;ective and get all of the facts9
try to #eed out the su!;ective
statements the guest may !e maing

Sho# the guest you are concerned
a!out the situation

*hen the guest is correct, tell him
of her that you and the hotel #ill go
to #or on correcting the situation
at once

Guest Complaints

*hen the guest is very loud or if
you feel the situation is of a
private nature, move the guest to
a location that is out of he
hearing range of the other guests

%f the guest is #rong and
complaint is in regard to a policy
of the hotel that you no# must
!e follo#ed, !e pleasant !ut
e)plain the policy and the need
for it" An e)ample of this is the
chec,out time policy

Guest Complaints

A front office employee should
!e supported !y the
supervisor" %f the guest+s
complaint can not !e resolved
!y the employee, the
supervisor should step in and
attempt to resolve it

%n the case of an accident or
theft, employees should never
accept responsi!ility on !ehalf
of the hotel" A manager is the
only person #ho should
handle these matters

Si) Steps in -andling Guest
%n dealing #ith guest+s
complaints, there are several
steps to follo#'

Addressing the guest

Giving attention

<etermining the solution

Finding ans#ers

Taing action

Checing up

Addressing the Guest
The guest may !e !othered !y
the pro!lem for a long time or
that the incident has possi!ly
occurred more than once"
So that #hen the guest finally
decides to lodge the complaint,
he or she may !e e)tremely
emotional in the #ay chosen to
confront the employees
*hen a guest comes for#ard
#ith a complaint, the employee
receiving it should address the
guest #ith his or her full

The ne)t step involves paying
attention to #hat the guest is
saying" The employee should
listen to the guest and not try
to spea #hile the guest is
The !est approach is for the
employee to eep a pleasant
e)pression and to nod in
The employee should never
argue #ith the guest a!out
#hat is !eing said

:o# it is time to determine
e)actly #hat the pro!lem is"
The employee should focus on
the facts of the pro!lem and
deal #ith the pro!lem, not the
The employee can focus his or
her $uestions on clarifying the
pro!lem and repeating to the
guest in his or her o#n #ords
#hat the pro!lem is, al#ays
including #ho, #hat, #here,
and #hen in this analysis"

At this point, the guest is ready
to hear some ans#ers to the
pro!lem he or she has !rought
for#ard" The employee should
indicate that the guest+s
feelings and understanda!le
and that the employee #ould
feel the same #ay if he or she
#ere in the guest+s position"
The employee might offer a
solution to the pro!lem" %f the
guest is not happy #ith that
solution, an alternative one can
!e suggested"

Action should !e taen
immediately after the complaint
is discussed"
*hen the guest sees that the
employee is taing action to
solve the pro!lem, he or she #ill
feel vindicated"
For e)ample, if the solution means
houseeeping has to !e called, a
note should not !e made to call
later" The call should !e made
#hile the guest is still there"

After the pro!lem is resolved, the guest
should !e contacted to ensure that he
or she is satisfied #ith the resolution"
This is ;ust one more #ay of sho#ing the
guest that the pro!lem has received
attention and the hotel #ants to mae
sure he or she is satisfied"
*hen guest complaints are handle in
this manner, a !ad situation can !e
turned around into a positive
e)perience" Through a pro!lem
resolution process such as this, the
hotel may gain a loyal customer and
very positive #ord,of,mouth

Managing Stress
The hotel !usiness is considered
to !e a 5people7 !usiness"
This is so !ecause of the high
degree of contact a hotel+s
employee have #ith its guests"
Along #ith this high degree of
guest contact, comes a great
num!er of stress,producing
occasions" Thus, managing
stress is part of a manager+s

Managing Stress
A manager #ho #ants his or her
employees to !e free of stress
might try the follo#ing'

Tal to the employees" Tell
them #hat changes are
planned #ay ahead of their

>et them no# ho# these
changes #ill affect them"

>isten to all employees" >et
them no# that their ideas are

Managing Stress

Al#ays !e honest #ith them"
%f a manager is caught in a lie,
the employees #ill never ho#
#hat to !elieve in the future"

*hen it is really !usy on the
front des, ;ump in and give
them a hand" This maes the
manager seem more
approacha!le in the future"

Managing Stress
.mployees must no# #hat is
e)pected of them in their ;o!"
%f a good training program is
set up, the employees #ill not
feel a great deal of stress from
not no#ing #hat to do or
ho# to do it"

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