Professional Documents
Culture Documents
8. Last Greeting
(Thank you for your reservation, we look forward to seeing (guest name who will be check in) come to our hotel. Have a great
day and Good Morning/ Afternoon/ Evening)
9. Block the reservation chart and input the reservation data manual or by system
HANDLING CHECK OUT(FIT, TRAVEL AGENT CORPORATE, GOVERNMENT & GROUP)
OBJECTIVE : To Ensure all front office craft level know the proper way of handling Check In, FIT, Walk in, and without
Reservation
EQUIPMENT :
HOW TO DO
1. Greeting/ Offering help
(Good Morning/ Afternoon/ Evening, Madam, Mrs/Mr, May I help you in checking out).
5. Ask the guest to wait a moment while they print a copy of the guest folio
(Excuse me, Mr/Mrs (mentioned named) here is a copy of your account, could you please check that anything is in order and if
so, could I also ask for you signature on the bottom of the page. If you have any question concerning the charges, please do not
hesitated to let me know so that I may clarify for you)
8. Last Greeting
(Thank you for staying at hotel XXX, we hoped that you enjoyed stay here and looking forward to welcoming you back to our
hotel in the near future. Have a great day and Good Morning/ Afternoon/ Evening)
HANDLING MESSAGE
OBJECTIVE : To Ensure all front office craft level know the proper way of Handling Massage
EQUIPMENT :
HOW TO DO
1. Greeting/ Offering help
(Good Morning/ Afternoon/ Evening, Madam, Mrs/Mr,”Welcome to Enhaii Hotel Bandung, May I help you?”)
5. Last Greeting
(Thanks you for a leaving massage to Mr/Mrs XXX… Have a great day)
HANDLING COMPLAINT
OBJECTIVE : To Ensure all front office craft level know the proper way of Handling Complaint
EQUIPMENT :
HOW TO DO
1. Greeting/ Offering help
(Good Morning/ Afternoon/ Evening, Madam, Mrs/Mr,”May I help you?)
2. Listen
(Listen and don’t interrupt the guest complain and problem off their chest. Show empathy and give the guest your full attention)
3. Take Notes
(Let the guest know this is not just a speech on their part)
5. Offer Solution
(Try and offer the guest several solution to the problem and let them choose the one that suites them)
3. Determining the room availability (Checking forecast board, reservation chart or through computerize
system)
((Excuse me, Mr/Mrs (mentioned name) would you like to wait for a moment, I will check the reservation first (while checking
the availability allow the guest to explain the meeting room capacity of the hotel)
8. Last Greeting
(Thank you for your reservation, we look forward to seeing (guest name who will be check in) come to our hotel. Have a great
day and Good Morning/ Afternoon/ Evening)
9. Block the reservation chart and input the reservation data manual or by system
No Uraian Selalu Kadang-kadang Tidak
1 Membaca Logbook
1 Pemeriksanaan data
pemesanan kamar tamu
(Check Reservation Status)