Professional Documents
Culture Documents
• Porter
– Also known as a bellman or a bellhop.
– Predominantly male, but can be held by either gender.
– Typically the first contact of the hotel.
– Greets guests as they enter
– Holding/monitor the door.
– Serves as the first line of defense for security.
– Gatekeeping
– Transporting/storing/receiving luggage
– Directing crowd flow
– Acting as concierge/problem solver
– Acting as valet
– Directing cabs
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved.
Front Desk
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Front Desk (cont’d)
• Issues:
– Impolite guests
– Missed guests’ needs
– Missing reservations
– Wrong key
– Nonworking key
– Room occupied
– Lines too long
– Missed something held for guest
– Credit card not verified
– Luggage sent to wrong room
– Rates do not match previous quote or are not available
– Room is not what they expected
– Wrong information regarding area or hotel
– Unclean room
– Room deficiencies
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved.
Checking in a Guest
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Rates
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Checking Out
• Checking out a guest may be automatic, but the manual procedure is
typically as follows:
– Greet with a warm welcome.
– Ask the room number.
– Ensure that everything is posted to the folio.
– Ask if there were any recent charges that may not have been posted.
– Ask how everything was during their stay.
– Be as brief as possible. People typically want to get somewhere.
– Present charges
• Many establishments place under guest’s door after night audit.
– Verify how to pay.
• This is typically on the credit card that is being held.
– Collect the keys.
– Thank them. Ask them to return at a later date.
– Ask if they need directions or assistance with bags, etc.
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved.
Podiums/Pods
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Dealing with
Front Desk Issues
• If Busy
• Declined Credit Cards
• Missing Reservations
• Walking a Guest
• Giving Information or Directions
• Surveying the Stay
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved.
Back Office
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Concierge
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Housekeeping
• Housekeeping
– The heart of the hotel
– Vital
– Invisible department to the guest until something goes wrong
• Turndown Service
– Closing of draperies
– Turning down the lights
– Playing of softer music or other music specified in the guest’s
profile
– Folding the top corner of the bedspread away from pillow
– Placing chocolates or mints on the bed
– If children are present, teddy bears might be tucked in and
books are often set out
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved.
Discussion Questions
Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved.