2. Alur Operasional Hotel Pertemuan 15-16 Matakuliah: G0424 – Hotel and Restaurant Management Tahun: 2008

3. Bina Nusantara University 3 Topics Guest Services Guest Supplies Work flow

4. Bina Nusantara University 4 Learning Outcomes Students are able to differentiate flow of –Guest service –Guest supplies

5. Bina Nusantara University 5 Guest Flow Consideration –Guest Generating Origin:Nationality, Cultural Background, Length of Stay, etc. –Sosio-economic: Age, Gender, Occupatio, Social Class, etc. –Psychological: Personality, Behaviour, Activities, Purpose of Visit, etc. Guest Flow: –Check In (C/I) –Guest In The House –Check Out (C/O)

6. Bina Nusantara University 6 Guests Form of arrival Individual Family Group: Package tour and corporate Facilities used Stay in – Tourist / Guest Visiting – Visitor

7. Bina Nusantara University 7 Guests 1.Children 2.Teenagers 3.Ill guests 4.Mature guests 5.Handicapped guest: Wheelchair guests, Visually impaired guests and Deaf or hearing impaired guests, Speech Difficulty 6.International guests 7.VIPs 8.Late arriving guests 9.Inebriated guests 10.Guest on special requests: ethical (vegetarians & vegan), religious (Moslem, Hindu, Sikh, Jewish) and medical problems

8. Bina Nusantara University 8 Guest Service Blue Print in Hotel

9. Bina Nusantara University 9 Term in Check In CHECK IN Walk-in Guest With Reservation: via tour and travel agent, airlines, hotel representative, internet, hotel consortium

10. Bina Nusantara University 10 Term in Check Out Express C/O Late C/O 0 = Occupied V = Vacant SO = Sleep Out NB = Occupied No Baggage DD = Do not Disturb OO = Out of Order DL = Double Lock LO = Lock Out DNCO = Did Not Check Out C/I = Check In C/O = Check Out HU = Hotel Use

11. Bina Nusantara University 11 Guest In The House Things should be aware The use of facilities and services Alter in services: room change, rate changes, lock out rooms, sleep out rooms, length of stay, skeeper, etc. Guest complaint Emergencies situation: Fire (fire drill), bomb, medical situation, etc. Guest needs arrangements: Mail, Message, Morning call/wake up call, etc.

12. Bina Nusantara University 12 Employee working condition Types of employee: casual and permanent. Working hours: 3 shift (morning, noon, night). Working area: frontliners and backliner.

13. Bina Nusantara University 13 Employee blue print Front Desk Room Restaurant Room allocation Registration Guest card Guest list Room report Sales recap Room slip Guest history Room statistic Dokumen C/O Housekeeping store Floor station Linen room F&B Service Roomboy sheet Room report Workplan Laundry Cleaning Food cost Standard recipe Sales history Housekeeping Kitchen FO Cashier C/I C/O order consume Menu W W W W W F F F F Storeroom Purchashing & receiving Storage F Failure Waiting W

14. Bina Nusantara University 14 Flow of Hotel Suppliers Room Amenities: –It is monitored from room occupancy rate. –It is reported by housekeeping to finance department. F&B Supplies –The number of order depends on the F&B outlets –They do daily shopping, weekly shopping and monthly shopping.

15. Bina Nusantara University 15 Flow of Guest Amenities Public area Order - Purchase Set the product specification Purchasing Receiving General storage HK Store Room Rooms Check materials Receive products Store Release based upon requests Material order procedures Material use procedures Usage Maintenance

16. Bina Nusantara University 16 Flow of Food and Beverage Purchasing Receiving General storage F&B Store Room Kitchen Restaurant, Banquet, Bar, Roomservice Processing Presenting Order - Purchase Set the product specification Check materials Receive products Store Release based upon requests Material order procedures Material use procedures

17. Bina Nusantara University 17 Compliments and Complaints Complement – the response of satisfaction toward services (positive experience) Complaint – the response of unsatisfaction toward services (negative experience) Type of complement and complaint: verbal (written and oral) and non-verbal (gesture, mimic, body language) Complement will not cause any problems, but complaint will cause many problems.

18. Bina Nusantara University 18 Types of Complaints Based on source of complaints –Internal – employee, management and owner. –External – guests, partner/supplier and competitors. Complaint categories –Mechanical complaint –Attitudinal complaint –Service related complaint –Unusual complaint

19. Bina Nusantara University 19 Handling Complaints Three basic steps 1.Listen: Be a good listener –Pay attention for each complaints details. –Take notes. –Show respect to handle problems, not just accommodate the issues. –Be patience 2.Apologise with the Golden Rule : Our Guest is Our King They should be treated accordingly If they make mistakes, remember rule no.1 3.Do some immidiate actions

20. Bina Nusantara University 20 Tips in Handling Complaints Remember you are dealing with a person and his/her feelings, not just the problems. Keep calm. Apologise. Do not make excuse or blame anyone. Establish what has happen. Do not argue with or interrup the guest. Take immediate action whenever possible. Reassure the guest. Be precise. Know your limit of authority. Emphaty. Respect and be serious. Take notes. Report the incident. Monitor the progress. Offer solution or give alternatives. Thanking the guests. Maintain eye contact.

21. Bina Nusantara University 21 Conclusion Hotel industry is an intense industry with many human interaction. The flow between guest, hotel amenities and employee should be separated in order to create a convenience atmosphere.