Questions CH 04

In teams or individually:
4-22. Based on the hotel’s stated strategy and on what you learned here in Chapter 4 of
Dessler Human Resource Management, list at least four more important employee behaviors
important for the Hotel Paris’s staff to exhibit.
Based on the hotel’s stated strategy which stated “To use superior guest service to
differentiate the Hotel Paris properties, and to thereby increase the length of stay and return
rate of guests, and thus boost revenues and profitability.”
The important employee behavior that’s important for the Hotel Paris’s staff to exhibit can
be listed as:
1-A strong work ethic is clearly one of the most popular qualities Hotel Paris
management will look for in an employee. Employees who set high goals for
themselves and seek out for quality work and respond well to stretch goals from
supervisors, indicate a willingness to do more than what is normal and expected.

2-Employees know how to deal with the unexpected and be aware of when, where, and
who to call for help depending on the situation. For example: Know how to provide
first-aid, how to evacuate people in case of fire, etc.

3-The ability to project positive attitude and put the customer’s needs first, despite the
personality of the customer and behave in the way that ‘Customer is always right’

4- Employees are knowledgeable, know general information about the city, be able to
suggest tourist information, where to eat, shop, as well as leisure activities and events
going on in the city.
5- Be an active listener employee. as the ability to listen well and address the needs of
the customer appropriately and timely is important.
6- The Knowledge of principles and processes for providing customer and personal
services. This includes customer needs assessment, meeting quality standards for
services, and evaluation of customer satisfaction
4-23. If time permits, spend some time prior to class observing the front-desk clerk at a local
hotel. In any case, create a job description for a Hotel Paris front-desk clerk.

Title: Front Desk Clerk Reports To: Front Desk Manager

Department: Customer Service Band: E (entry level)
Location: Paris, France Date: November 2022

Job Summary:
A Front Desk Agent at the Hotel Paris assists in daily Front Office operations and works
with customers as well as guests to serve their needs and provide an excellent customer
service experience.help in registering and assigning rooms to guests, issuing room keys or
cards, transmitting and receiving messages, keeping records of occupied rooms and guests'
accounts, making and confirming reservations, and presenting statements to and collecting
payments from departing guests.

Required knowledge and Experience

Related work experience
*Some previous work-related skill, knowledge, or experience is usually needed. For
example, a teller would benefit from experience working directly with the public.
*At least 1 year experience in similar capacity
Formal education
*High school or equivalent education required.
Skills
*Excellent interpersonal and communication skills both in French and English
*Commitment to delivering a high level of customer service
*Ability to work under pressure
*Giving full attention to what other people are saying, taking time to understand the points
being made, asking questions as appropriate, and not interrupting at inappropriate times
*Time Management by Managing one's own time and the time of others, able to check a
guest in or out in five minutes or less.
Knowledge
*Knowledge of relevant equipment, policies, procedures, and strategies to promote effective
local, state, or national security operations for the protection of people, data, property, and
institutions.
*Knowledge of administrative and office procedures and systems such as word processing,
managing files and records, stenography and transcription, designing forms, and workplace
terminology.

Primary Responsibilities:
*Books guest reservations and/or coordinates with reservation center.
*Greet, register, and assign rooms to guests of hotels or motels.
*Answers and routes calls as appropriate; takes guest messages with accuracy , Make and
confirm reservations.
*Assists with sales and marketing efforts as directed by the General Manager.
*Verify customers' credit, and establish how the customer will pay for the accommodation.
*Checks guests in and out of the hotel; processes customer payments according to
established policies and procedures.
*Answer inquiries pertaining to hotel services, guest registration, and travel directions, or
make recommendations regarding shopping, dining, or entertainment.
*Uses creative reasoning to overcome guest objections and concerns and to ensure 100%
satisfaction.
*Completes daily paperwork to include cashing out, documenting all adjustments,
miscellaneous postings, paid outs, charges and check-outs.
*Plan, schedule or supervise the work of other employees.

Secondary Responsibilities:
*Attend all Front Office meetings.
*Act in accordance with fire, health and safety regulations and follow the correct procedures
when required.
*Serve your role and team in an environmentally-conscience manner.
Submitted by : Date:
Approval : Date:
Human resource: Date: