Presentation on theme: "Hampton Inn Waterbury Front Desk Employee Success Book Welcome to the HP Hotel Family!"— Presentation transcript:
Hampton Inn Waterbury Front Desk Employee Success Book Welcome to the HP Hotel Family!
IMPROVE TO SUCCEED “To improve is to change, to succeed is to change often.” - - -Churchhill
Front Desk Duty Tip Phone etiquette SMILE guest can tell and always answer in three rings or less. With:” THANK YOU for calling the Hampton Inn Waterbury this is name, how may I help you”. And end the conversation with: “My pleasure to transfer you” or “ is there any thing else I can do to assist you today”
Property Information In this section you will find: Hotel location Number of rooms Room types Amenities we offer FAQs by Guests
Hotel Information Located Exit 17 off I-84 W and exit 18 off I- 84 E 91 rooms on 4 floors. All smoking rooms are on 4 th Floor Room 112 is the only handicap with Roll-in shower
Amenities Complimentary deluxe hot breakfast Complimentary high speed internet access Indoor heated pool &exercise room Microwave/Refrigerator in all rooms Business center & meeting room In-room coffee makers( single servers) Blow dryers Iron and Ironing boards HBO movie channel/ in-room pay per view movies, games and music Complimentary Self-Service Guest Laundry on 2 nd floor
Front Desk Tip: IS ENTHUSIASM IMPORTANT IN GUEST CONTACT POSITIONS? Enthusiasm is one of the most powerful engines of success. When you do something, do it with your might. Put your whole soul into it. Stamp it with your own personality. Be active, energetic, be enthusiastic and faithful, and you will accomplish your objectives. Nothing great was ever accomplished without enthusiasm Ralph Waldo Emerson
Physical Property Information Room Types# Of RoomsRoom Descriptions Standard Kings27Guest Room with one King Bed, an armchair and Large Desk with Ergonomic Chair. Standard Double Queens48Guest Room with two Queen Beds, arm chair, and Large Desk with Ergonomic Chair. Whirlpool Rooms7Guest Room with one King Bed or queen beds, Whirlpool tub, Refrigerator, Microwave. The room also features a Large Desk with Ergonomic Chair. Study8Guest Room with one king bed or two Queen Beds, a Sitting area with a sleeper sofa, and Large Desk with Ergonomic Chair. All Guest Rooms and Suites Include: Microwave, micro-fridge, hairdryer, iron and ironing board, single cup coffee maker. Meeting Space 575 sq feet. Available for 2-45 people based on requested set-up. All smoking rooms are on the 4 th floor. Rooms Room 112 is the only handicap room with a roll in shower Special note room 209 is above furnace and tends to disturb some guest rent last!!
Hotel Features and Amenities: FREE wireless high speed FREE Breakfast Bar with new hot items available 6am to 10 am daily. 24 Hour Business Center with Computer, High Speed Internet Access, Copier, and Fax 24 Hour Fitness Center Sparkling heated indoor pool – open 8am to 10 pm daily Complimentary USA Today Handicap Accessible Guest Rooms Free On-Site 24 hour Guest Laundry Valet Same Day Dry Cleaning Service Free coffee & tea service 24 hours More Property Information
Common Guest Questions Cont. Q: How do I get my internet to work? A: (if it is not a simple answer) “We offer a 24 hour help line, I would be glad to call them and connect them to your room.” Q: Can you bring me a coffee pot? A: The coffee maker is a single server. All you have to do is put one cup of water in the top, put a coffee tray in and put your cup under the tray. Can you think of any others?
Common Questions about the Rooms Q: How do I operate the whirlpool. A: Fill the tub, Set the timer is behind the bathroom door, and then push the button on the tub. Q: Where is my closet? A: The Long mirror by the bathroom is the closet. Q: How do I work the thermostat? A: First of all which one is it? If it is on the wall you hit the tempter up or down and you should see the mode change. If it on the unit it self then you will need to adjust the dials to your comfort level.
Common Questions Business Center Q: Computer screen is not working: A: Fix it by, going to menu screen, scroll to “recall” and click “ok”.
1st Shift Tips In this section you will find: Check outs How to say Good bye Things to do when it is slow
Front Desk Duty Tip Check Outs When a guest comes to the desk use this time to thank them and find out if there where any issues. We WANT to fix them before the guest leaves. FINE is not good!
Good Bye Check out is our last chance to impress our guest and get them to come back. Use this time to ask important questions: “Thanks for staying with us, how was your stay?” “Is there anything we could have done differently to improve your stay with us?” “Can I book you another reservation?” “do you need directions to your next destination?” Most Important: “Thank you for staying with us!”
1 st Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on first shift when you have time. Make direction cards to most commonly requested destinations such as malls, restaurants, local companies. These should be kept in a file box at the desk. Dust and vacuum back office area. Help sales office with fax blast projects or mailings Research possible sales leads on line through Google or other search engines.
2 nd Shift Tips In this section you will find: Check in’s The Art of welcoming Things to do when it’s slow Tracking list
Front Desk Duty Tip Check In…… This should be as fast as possible but still informative. If it is a new guest to us, give them the lay out of the hotel and let them know what amenities we offer. Get payment method and address if we do not have it. The Hotel requires a valid credit card with enough authorization to cover the stay for check-in. Guest can pay cash if they wish when they check-out. For tracking purposes make sure the company info is correct (if not fix it) Verify the number of nights and rate! Always offer a wake up call! Also you may want to offer a restaurant or an attraction depending on the guest.
Hello Check In is our first chance to impress our guest. Use this time really go the extra mile: In addition to the wake up call be sure to make suggestions on restaurants and things to do. Letting the guest know about breakfast is important but be sure they know about other amenities as well, such as off site fitness agreements. Never be afraid to inform guest of any complications that may effect them it will be much better then if they find out on their own. Most Important: “Thank you for staying with us!”
2nd Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on second shift when you have time. Research possible sales leads on line through Google or other search engines. Look up this weeks movie listings or local museum events to share with guest. Create sorry baskets and cards to have available at a moments notice.
3 rd Shift Tips In this section you will find: Night audit detailed checklist M3 directions Misc. section account codes Things to do when it is slow
M3 Nightly Reporting Step One. Fill out Managers Daily Report Cover sheet from Clipboard and place managers packet together. These are the reports listed below and any others requested by management Step Two. Review management reports you just filled out. The reports you may need to reference are: Detailed receivables recap Aged receivables summary by account number PTD/YTD accounting PTD/YTD management Market category Statistics Also print Future rooms sold for 7 days (7day forecast) Step Three. Sign in to M3. Get online, there is a link under favorites that says M3 Application Or type in URL https://login.m3as.comhttps://login.m3as.com Log in ID: _____________________ PSW: ____________________ Step Four. Put numbers from above listed reports into correct places on the acknowledge screen. Step Five. If it does say YOU RULE hit rollover and okay. If it does not give you the “YOU RULE” Message DO NOT rollover! Re check you numbers, if you can not get in to say YOU RULE just save it. Leave GM a note to fix ASAP.
M3 View: Detailed Directions This is what the page looks like. 1. Click on Daily report 2. Then Input 3. Be sure you are on the correct date. 4. Click on Edit. 5. Enter the numbers from your managers report. 6. Click on Calculate. 7. If “You Rule” Click rollover.
Rolling Over When you can not role over: Read the message for a clue to the problem. check the large numbers. Be sure the items that total match your reports. Examples: Credit card totals, ledger totals and taxes. Look for the amount your are out of balance on the audit reports. Sometimes it is as simple as a missed line item. Then look for typos.
M3 Notes and Tips Make sure your deposit information is in correctly. Key Words Room Revenue – Room Charge (RM) Long Distance Revenue – Phone Long Distance (LD) State Tax – State Tax (T1) City/County Tax – Occupancy Tax (T3) Cash/Checks – Cash (CA) Paid Out – Guest Refund (GR) Deposit (Actual) – Same as Cash (CA) Guest Ledger – Closing Balance from Guest Ledger Summary City Ledger (Current) – Closing Balance from Accounts Receivable Rooms Rented – Total Revenue Rooms 7 Day Forecasted Revenue – Total Room Revenue from Occupancy Snapshot Report. Discover Card – Discover (DS) American Express – American Express (AMEX) Mastercard – Mastercard (MC) Visa Card – Visa (VI) Misc. Cost are put in differently. They must be coded property. On the next few pages are a list of acceptable codes. You may have to research in the system what the charge was for.
Codes to uses for Misc. P-W ExpensePrinting, Postage & Stationary - A&G ExpensePrinting, Postage, & Stationary - a&SP ExpensePriority Club ExpenseProfessional Fees ExpenseProvision for Doubtful Accounts ExpenseRefrigeration Equipment ExpenseRemoval of Waste ExpenseReservation Expense ExpenseSecurity Service ExpenseSewer Service ExpenseShuttle Service ExpenseSigns ExpenseSpecial Promotions - F&B ExpenseSpecial Promotions ExpenseSupervisory Fees ExpenseSupervisory Fees - Additional ExpenseTelephone - A&G ExpenseTelephone - A&SP ExpenseTelevisions ExpenseTools and Supplies ExpenseTraining ExpenseTravel - Rooms ExpenseTravel - A&G ExpenseTravel - A&SP ExpenseTravel Agent Commission ExpenseUniforms ExpenseUniforms - F&B ExpenseUniforms - Maintenance ExpenseUtensils - F&B ExpenseWater
Running EDC Step 1 Log onto Front Desk System Step 2 Click on Other functions and then EDC Step 3 get Authorization for any transactions that may need it. You can call the help desk for help if needed. If you can not get authorization you will not be able to transmit EDC. Be sure to let Management know by leaving a note on Managers report. Step 4 Once all transactions have approval click on transmit. Putt report in the audit pack.
Night Audit Wrap Up Create Night Audit Pack Place all required reports listed below into a document envelope and write on Night Audit, the Date and Initial it. All paper work that you printed out Each shift checklist Registration cards for checked out guest Putting the Pack in Order Daily Report EDC Reg. Cards Checklist Revenue Board Don’t forget to fill in the white board in the back you’ll use the Daily Audit Report you printed out from M3 make sure you highlight your numbers and for the PTD Room Revenue don’t forget to add the misc as well. Color in the picture if we have met a new section of our Goal.
3 rd Shift To Do’s During Slow Times In addition to your shift checklist there are many other items that need to be done. As a team player you should always be doing something to help the guest and your fellow team members. Below is a list of items you should be doing on third shift when you have time. Research possible sales leads on line through Google or other search engines. Read announcement section of newspaper and put together mailings, using temples, to send to possible wedding and sports groups Fold laundry Clean lobby area
Our Town Highlights In this section you will find: Local attractions Requested locations Things to do Directions to most popular restaurants
We are close to the important stuff. Closest Bank/ATM Bank North and CVS pharmacy (24 hr). Right out of parking lot. CVS is 3 lights down on your right. Bank North is across the street form CVS. Closest Gas Station Hess and Shell. -Right out of parking lot. 7 lights down on your left. Closest Car Wash Shell Gas Station - Right out of parking lot. 7 lights down on your left. Closest Grocery Store Stop & Shop. -Left out of lot, Right at Stop Sign, Right at first light (Straits Take). Stop & Shop is on your right at 2 nd light. Closest Pharmacy CVS Pharmacy—24 hrs - Right out of lot at 3 rd light CVS is on your right. Closest Post Office 84 East to exit 22(Bank St). Left at light, Left at 2 nd light. Post office is 3 blocks down on your left. Closest Starbucks (Barnes and Noble) 84 East exit 23. Right at exit light. Left at next light. Go down 2 lights to Brass mill commons. Star bucks is in Barnes and Noble Bookstore. Closest Dunkin Donuts Right out of Lot, Left at 7 th light on to Thomaston. Dunkin Donuts on your Left. Closest fast food McDonalds, Wendy's, Subway, KFC, Burger King -Right out of Lot at 7 th light turn left onto Thomaston. Or right for KFC
Things To Do in Our Area Closest Mall Brass Mill Center. (Macys, JC Penney, Sears, FYE, H&M, -84 East Exit 23. Right off Exit. Museum Mattituck museum -www.mattatuckmuseum.org -144 West Main Street, Waterbury, CT Tel. (203) www.mattatuckmuseum.org -Right out of lot straight into Down Town Waterbury on West main Street. At the green nest to YMCA is Mattituck Museum -Timex Museum-www.timexpo.com-175 Union Street, Brass Mill Commons Mall, Waterbury, CT East Exit 23, Right off Exit, Left at next Light. Two lights down Time Expo Museum. Local attraction Quassy amusement Park / Lake Compounce amusement park
Our Preferred Restaurants You should have a list available for the guest that shows restaurant name, type, number and who delivers. Also direction cards should be available to all recommended restaurants. Spartan Greek and Italian -Left out of Lot. Spartan is on your right Maggie McFly’s All American. -Left out of Lot. Right at Stop sign. Left at first Light. Maggies is on your right at next light. Fridays / Chilli’s All American Grill -84 E exit 23. right off exit. Left at next light. Fridays Chilli’s on your right. Olive Garden / Ruby Tuesday / Bertuccis Italian -84 E exit 23, right at exit, left at next light. Olive Garden in the Mall on your right.
Family Fun Closest Movie Theater Regal Cinemas -84 E Exit 23 right at exit. Left at next light. Regal Cinemas in Mall 3 rd floor, on your right Closest family play place (example: Chucky Cheese or Jillian's) Chucky Cheese—Wolcott St -84 E exit 22. Slight left, Market Sq becomes McMahon. Left Onto Baldwin street. Right onto E. main street. Slight left onto Wolcott St. Closest Children's play park Hamilton Park East Main Street, Waterbury, Connecticut Lantern Park-- 99 Lantern Park Dr, Naugatuck, CT , US Hop Brook Park-- 4 Straits Turnpike Middlebury, CT O6762
Every Day Selling at the Front Desk In this section you will find: Checking in and value selling Reservations and value selling Understanding Value
Value is not only associated with price, but quality for the price paid, with limited time and stress in buying and receiving the product. What items at your hotel represent value to the guest? Guests see value through friendly, efficient service and staff, clean comfortable surroundings, easy to understand & consistent pricing, ease of booking, 100% satisfaction guarantee, hotel location, breakfast, and room amenities.
Front Desk Duty Tip Reservations Start with Value selling. Before you quote a rate let them know what we offer. Also before quoting a rate get: the dates and number of people. Try to up sell first. Do not offer discounts unless they offer it and let them know proof of AAA, Gov will be required at check in. Always get all information including name/ address/ phone number/ ect. Ask if you can book the room for them. Thank them for choosing us before you hang up the phone !
Denials and Regret Tracking When booking a reservation it is important to ask if you can book the room for the guest. If they say “no thanks” for any reason ask why and track on this screen. Knowing why the guest is choosing not to book allows us to property manage our inventory and rates.
Your role in the Sales Effort In this section you will find: Your role in sales Our hotel sales policies Group information Meeting room information Property tours
Key Areas Build Relationships w/ guests (everyone) Make Outside Sales Calls (Sales/GM) Uncover NEW Business (everyone) Document Sales Activity (everyone) Always Remember “People do business with people they know, like and trust.”
Front Desk Tip: Common Acronyms. ADR- Average Daly Rate Rev- Revenue OCC- Occupancy RevPar- Revenue per Available Room LNR- Local Negotiated Rate YTD- Year to date MTD- Month To date PTD- Period to date
Sales Role Carry on casual conversation w/ guests. Promote your hotel and the area. Find leads. Observe! Listen! Ask Questions – ?What company are you with? ?What brings you to the area? ?Are there other associates traveling as well? ?Do you use other hotels? ?Would you provide me a business card and a name of someone in your company who makes decision with travel and hotel coordination? Our DOS/GM would like to contact them to find out more details and possibly set up a corporate rate for your company. Fill out HP Lead Sheet / attach business/give to GM. Identify problems, communicate, resolve. Care about your guests everyday!
Property Tours Important minutes DO’s Hotel clean/pristine! Pre-select rooms, inspect, set lighting. Communicate to all departments Pre-brief Front Desk on arrival time/name Verify appt day before Send thank you same day Ask Prospect what is most important to them. DON’TS Keep them waiting. Act like it’s just another day on the job. Make noise (laundry cart on tile floor, vacuuming). Forget to smile and introduce other staff Complain Leave out work materials Forget uniform & name tag Forget to be on your best – it’s show time!
Meeting Room It is the front desks responsibility to help sell the meeting room. In order to do so you need to know id it is available, how much it is, policies and how to fill out the contract.
Conference room policy Confirmation of meeting space requires a Signed Agreement and valid credit card. The Front Desk Agent is to open a house account upon booking and confirmation of a meeting. Extra Equipment and Refreshment Price Listing is available in the Meeting room Contracts binder. The Service Charge and taxes are: 6% service charge plus 6% sales tax. Cancellation of an event within 6 days prior to arrival, charge 10% of estimated charges 5 days prior to arrival,charge 15% of estimated charges, 4 days prior to arrival, charge 20% of estimated charges. 3 days prior to arrival, charge 30% fee 2 days prior to arrival, charge 40% fee 1 day prior to arrival, charge 50% fee No show or arrival date cancellation, charge 100% fee Conference room guests are asked to please restrict activities in the meeting room. The lobby and other public areas are for registered guests.
Group Policies Groups have a cut off date of 3 to 4 weeks prior to the event. Based on availability we may allow week of cut off. Sports groups, this market has a policy that on multiple stay reservations, the team can cancel by 11am if they loose a game, these are exceptions to the rule. Noise. The hotel will not tolerate disubabance of other guest and there for must insist that all group activities take place in the lobby or assigned meeting area. Only one warning will be issued be fore person/s responsible for notice are asked to vacant the premises. In the event of damage to any hotel property the group will be charged for repairs or replacement of property. We require a credit card or $ refundable deposit per every 10 rooms. Each policy is listed on contract based on relevance.
Group Rates All groups must be booked through the sales office. Group rates are based on number of rooms Room types requested Number of nights Requested time period These items can all be discussed with the sales department.
More “Yes I can Attitude” 3. Turn your dreams into goals. The Just Do It Principle 4. Focus on results, not just activity. 5. Always be up, never give up! Seven words that you predetermine your destiny! As you think so shall you be. Things are neither good or bad, but thinking makes it so.
Understanding our Comp-set In this section you will find: Comp set information Us vs. Them STAR reports Call around
Us Vs. Them Who are our Competitors? Courtyard Marriott, Holiday Inn Express, Holiday Inn, Hampton Inn Meriden and Crown Plaza Southbury. You work for the best! Hampton is the #1 limited service hotel. And the Waterbury Team strives to outperform the local competition by providing exceptional service and accommodations. And we back it up with our 100% satisfaction guarantee
Competitors Amenities Us Courtyard Marriott Holiday Inn Express Holiday InnCrown Plaza Hampton Inn Meriden Number of rooms Pool and Fitness room YES Fitness Restaurant NOYES NO Free Newspaper YESNO YES Free Local Calls YES NO YES Comp. Breakfast YESNO YES Wireless internet YES Only in the lobby YES
Courtyard Marriott This property is 3.5 miles from us and is a full service property. They offer a full restaurant and room service. They charge for all services including internet
Hampton Inn Meriden 3 time Lighthouse award winners Cloud Nine. The Hampton bed experience. 100% Hampton Guarantee On the House™ hot breakfast Complimentary high-speed Internet access Hampton also offers a 24 hour front desk, message and fax service.
Holiday Inn Newly renovated, new mgmt, changed name from Conn. Grand. Indoor water park coming soon. The Holiday Inn Waterbury boasts more than 40,000 square feet of flexible meeting space with 21 meeting rooms. Our 9,000 sq. ft. ballroom accommodates up to 1000 people.
Holiday Inn Express Offer a business center with two terminals with free internet access and printing Business-class rooms or spacious guest rooms, all rooms have both wired and wireless internet access.
Crown Plaza Southbury Offer a sauna, Jacuzzi and in-door pool. Full service hotel serving breakfast, lunch and dinner in our Arrowhead Restaurant and Lounge. Grand ballrooms that hold 90 to 400 people, 3 handsome boardrooms and up to 13 total breakout rooms.
Call Arounds You make these calls each shift and it is important to know why. Basic Information: 1. Rate: are they higher or lower then us? 2. Occupancy: Higher or lower? 3. Ask for over flow if available. 4. Offer over flow if available. Advanced information you should be looking for: 1. Does this property normally perform lower or higher then us? If so and something has changed, ask questions. Do they have a group, new company ect. 2. Dramatic changes in rate may indicate an event we do not know about, bring this to managements attention.
CORPORATE NEGOTIATED ACCOUNTS List of accounts/rates how to give info to guest when request a corp. rate How to treat a corp. client Tracking
Our LNR’s It is important you know who they are. Important note : Corporate rates are based on number of nights per year. They can fill out LNR qualifying sheet and Sales Rep will be in touch to discuss qualifying rates for the current Company NameRate Bentley Systems $89.00 Chase Collegiate $99.00 Crompton $79.00 David Brown book company $89.00 Envipco $95.00 General Electric $89.00 Gunnery $95.00 Home Depot $ Garkenyon$99.00 Hershey's$89.00 IBM $89.00 Macdermid $89.00 Maiuri Electric $95.00 Mikron $89.00 Naugatuck Valeey Community College $99.00 New England Systems $99.00 NRF Dist Inc $95.00 Plastic Supplies $ Company NameRate Post University $ Rainbow$ SPI Dist $95.00 State Garden $ STCR Business System $89.00 Taft school$99.00 Ward Leonard $89.00 Waterbury Hospital $89.00 Westover School $95.00 Whyco Fishing $99.00 Worley Parsons $95.00 J. Fletcher Creamer and Sons$89-$99 Platt Bros.$99.00
Why Tracking is Important Knowing who your top companies and guest are is a very vital part of selling your property. The key is that “80% of your business comes from 20% of your customers” This means the companies and guest that stay with you the most are your first source to higher occupancy. So you need to know who they are and where they are coming from.
Company Line Information Preferred Information to get, company or attraction that brings them to the area. How? Ask them: “ What brings you to our area” The company line helps us track and find new business. Relevant information NEEDS to put in on this line. Items that should go here: COMPANY NAME!!!! Local area event they are here to attend Please no more generic information such as Visiting family AAA Night out ect. Next best Thing? Who referred them to us? Ask them who referred them to us and note it on the company line by putting Referred by ……….
Market Category/Tracking Statistics It is important to ask: “ What brings you to our area” When checking someone in you are required to pick a Market category and tracking Code. See below for Example. Tracking this information is a great tool when marketing the hotel and doing sale analyzes so this information is very important to our sales efforts. On the left side you choose the market category. B for a business related trip or L for a leisure related trip. And the best Market Category that fits the reason fro their visit. On the right hand side you choose the tracking code. Choose the best tracking code that relates to their visit.
Guest Service Example: Brand Loyalty plan The art of the apology How to say no with out saying no Guest service tools available to you.
What keeps our guests coming back? #1 Can do attitude of staff Staff appear to enjoy their jobs Helpfulness of front desk staff Helpfulness of housekeeping staff Professional appearance of staff Cleanliness of guestroom and bathroom Sense of safety and security Comfort of bedding & linens. Efficiency of checkout process.
Guest Loyalty The main reason to have the HHonors program is to build Guest loyalty. If they keep coming back then we keep making money. We track this loyalty with our SALT scores, 100% Satisfaction guarantees and one on one conversations. Excellent Service is what keeps our guest coming back.
100% Hampton The most IMPORTANT tool we have is our 100% Guarantee. It lets our guest know that if they are not satisfied they do not have to pay. It keeps them loyal. Does that mean you should give it away for every problem, if you or THE GUEST believes it warrants it, YES. However it is our responsibility to make sure every guest is satisfied so they do not feel a need to invoke the guarantee. We will go over how it works and why with some roll playing.
HHonors (pronounced Honors) Approximately 80% of our clientele are Honors members. Of the 80% the majority are gold and Diamond members What does that mean? While you will learn a lot more on this important subject darning your training process but this is valuable information. There are 4 tiers in the HHonors program: Blue- which is a new member or an infrequent member (our goal is to change that) Silver this is a common Hilton guest Gold stays with Hilton very often Diamond which means they stay with Hilton more then they stay at home.
SALT SCORES Satisfaction And Loyalty Tracker What are they? Guest surveys randomly sent out each month. Ranked by Hilton based on SALT scores and QA Inspection. Need 79% of 9&10’s responses surveyed to receive Outstanding Reward. 5/10 Rule - Acknowledge every guest within 10 ft. and converse with guest within 5 ft. of you.
Front Desk Tip The Art of the Apology! Apologizing can be difficult. Keep these things in mind when dealing with a situation that requires and apology. 1. If the guest brings a negative situation to your attention, you need to apologize, even if they are not upset. 2. Always be sincere. Even if it seems insignificant to you the guest would not have brought it to your attention if it did not upset them. 3. Do your best to correct the situation immediately. 1. The guest should not have to wait for a manager or a team member from another department unless there is no other option. 2. However, be sure to inform the GM and department head of ALL comments and complaints. 4. Take responsibility for the problem. Do not place blame on another person or department. 5. Fallow Up is very important, especially if you were not the one correcting the issue. 1. Put a sorry note in room 2. Call to be sure problem has been corrected 3. If necessary give the guest a sorry amenity.
How to say No, without saying No. The Key is to offer a positive solution to the problem and not to end on a negative note. This is a talent that comes with experience. You can not avoid saying no in every situation how ever here are some tips to take NO to YES or as close to it as possible. Uses these examples as a guide. ChallengeOne Possible Positive Solution Guest asks for a rollaway bed but all of them are in use “I am so sorry Mr. Smith but we do not have any available tonight. However I can offer you some extra pillows, blankets and sheets for tonight. If you are staying over I would be happy to get a rollaway to your room if one becomes available. Guest request an upgrade, you do not have anything to give them. " As a valued guest, I wish I could offer you a better room however you are currently reserved in one of our _________ rooms and that is all I have available. Can I offer you a preferred location in the hotel instead?"
Not my job? There is no such thing as “Not my job in the service industry” Your hotel is a limited service property which means that you have limited means to serve the guest not that you should limit the service you give them. So you may find yourself working in a variety of situations. Where to find housekeeping products Common maintenance issues you can fix easily
I do not work in that department but the guest needs….. Housekeeping Item neededLocation Linen Laundry room Extra pillows In room closet or drawer/ laundry room Air Freshener In Laundry room and Front Desk Ashtrays Employee room cabinets Laundry bags Front Desk and room closets Trash bags FD, Laundry room, Cleaning supplies Laundry room New Remote Controls FD and maintenance office Maintenance Item neededLocation Light BulbsFD, maintenance, h-keeping Batteries FD, maintenance Screw Driver maintenance Lost and Found Housekeeping—accessed only by managers
How do I fix? Phone lines go down in the whole hotel. 1. Go to phone room and reset the phone line. (lets show you now) 2. Call AT&T and Active and have them check the lines. (use the fax machine) 3. Call FOM or GM Internet is down in the whole Hotel. 1. Test this on the back computer 2. If it is down go to the phone room and reset the internet (let’s show you now!) 3. If that does not work call Active on the 800 number. Keep calling every hour or so until the problem is fixed.
Emergency Policies Snap Shot There is an Emergency binder at the front desk. It will have detailed information on what to do in most emergency situations Emergency numbers Quick tips
Emergency Numbers and Contacts Local Emergency Numbers ALL EMERGENCY911 FIRE DEPARTMENT 911/ POLICE DEPARTMENT / LOCAL HOSPITAL LOCAL CLINIC SUICIDE PREVENTION ELECTRIC COMPANY GAS COMPANY WATER COMPANY POISON CONTROL ELEVATOR COMPANY TELEPHONE - LOCAL TELEPHONE / SWITCHBOARD EMERGENCY CLEANING SERVICE CABLE COMPANY / LODGNET Hotel Information NameHampton Inn Waterbury Address Phone Number Street Address777 Chase Parkway City, State, Zip Waterbury CT General Manager NameMonica Morgan Home Phone Cell Phone Area Director Name Samantha Markey Cell Phone HP HOTELS Emergency Numbers Phone or Fax
Reporting Guest Accidents/Incident INCASE OF EMERGENCY - CALL 911 Immediately! Complete the Fireman Fund’s Guest Property Incident report. Be thorough. Use correct wording…guest stated, alleged, claims, etc. Pay attention! What type of shoes are they wearing? Take pictures 8 minimum from all angles. Place pen at alleged location of accident for one picture (shows scale). 35 MM cameras located in AGM desk. Call 911 for Injured guests requiring medical attention. For liability reasons, we can not personally transport guests. We will pay for a cab if guests do not want an ambulance.
Fire Alarm Panel If the fire alarm goes of you should go to the panel and first see where the problem is. If it is a guest room call and be sure they are okay. If yes: Acknowledge the alarm/ silence it/ reset system. Then let the guest know you must come check the room. If you do not get an answer go to the room and check. Do Not Silence the alarm until you know everything is Okay.
Front Desk Resources In this section you will find: HP-Website info List of websites that will help you daily Brand websites and other resources List on tools on property available to you. Helpful tips
Your resources and tools Help Line for Internet Support Questions Help line for brand support questions
Web sites Useful Web SitesUses offers forms and a variety of information you can use daily. See GM for Current ID and Password. make reservations and access our website. information and updates info including weather, events and news. directions to or from a location for a guest. for searching companies, events, pictures, directions Use your comp set websites tooStay up on their rates, amenities and availability.
More resources Your Management staff Special amenities kit. This should included uncommon items that may be requested by our guest. Ice scrapper, curling iron, PJ’s….. Directional cards Hotel Directory