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THE HOTEL PARIS CASE STUDY

Answer 1:
FOUR IMPORTANT EMPLOYEE BEHAVIORS

Important employee behaviors include:

1. The ability to project positive attitude and put the customers


needs first, even if the customer is curt.
2. Showing tact and discretion in responding to personal requests
from a hotel guest.
3. Being able to handle multiple priorities without getting
flustered.
4. Being aware of the reactions of others and responding to those
reactions in an appropriate way.
5. The ability to resolve billing issues with discretion and a positive
demeanor

Answer 2:
JOB DESCRIPTION FOR A HOTEL PARIS FRONT
DESK CLERK

Greet, register, and assign rooms to guests of hotels


or motels.

Verify customers' credit, and establish how the


customer will pay for the accommodation.

Keep records of room availability and guests'


accounts, manually or using computers.

Compute bills, collect payments, and make change for


guests.

Perform simple bookkeeping activities, such as


balancing cash accounts.

Review accounts and charges with guests during the


check out process.

Post charges, such those for rooms, food, liquor, or


telephone calls, to ledgers manually or by using
computers.

Transmit and receive messages, using telephones or


telephone switchboards.

Contact housekeeping or maintenance staff when


guests report problems.

Make and confirm reservations.

Answer inquiries pertaining to hotel services,


registration of guests, and shopping, dining,
entertainment, and travel directions.

Record guest comments or complaints, referring


customers to managers as necessary.

Advise housekeeping staff when rooms have been


vacated and are ready for cleaning.

Arrange tours, taxis, or restaurant reservations for


customers.

Deposit guests' valuables in hotel safes or safe-


deposit boxes.

Date-stamp, sort, and rack incoming mail and


messages.