HOW TO HANDLE THE GUEST CHECK IN

 Welcome and Greet to the Guest

 Asking the Guest if he or she has made a reservation or not

 Explain the type of Room Available and room rate

 If the Guest agree about room type and room rate, try to assist
Guest in registration and ask the Guest to sign on registration
card and ask ID card to make a Copy.

 Asking the Guest about method of payment cash or by credit

card, normally the Guest should be paid advance deposit one
night stay and additional 50%.

 Assign room, prepare Guest card, meal Voucher, welcome drink

voucher and room key.

 Don’t forget for cash receipt payment should be put in an

envelope.

 Ask the Bell boy to escort the Guest and pick up the Guest
Luggage to his or her room.

 Say Thank’ to the Guest and say, have a nice stay Sir or
Madam.
 HANDLING COMPLAINTS

If your job includes meeting the public or working with others in any way,
sooner or later someone is going to bring you a complaint.

Your day has been going along just fine. You’re going your job well,
satisfying customers and associates, even pleasing your boss. All of
sudden, You are confronted by an angry, critical, fault-finding customer.
What do you do.

Have you Noticed that some employees seem to handle complaint

situations with ease….. while others seem only to add fuel to the fire?
Employee who are successful at handling complaints share several basic
techniques :

 Listen

 Accept feelings, don’t argue

 Clarify the Complaint

 Do something, take action

 Refer Complaint to your Superior

 Be cheerful and helpful in any case

 Do not take complaint personally

 Put Yourself in the Guest Shoes

At the heart of the matter are the Complainer’s feelings. Once you learn
to handle those without dragging your own feelings in, you will have un
locked the mystery of handling Complaints.