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 customer’s 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.