1. © 2009, Educational Institute Chapter 6 Communications and Guest Services Managing Front Office Operations Eighth Edition (333TXT or 333CIN)

2. © 2009, Educational Institute 1 Competencies for Communications and Guest Services 1.Describe front office procedures for communicating with guests, and describe communications between the front office and other hotel areas. 2.Identify typical service requests that guests make at the front desk, and describe general approaches to handling guest complaints.

3. © 2009, Educational Institute 2 Front Office Communications Guest communications Transaction file/log book Rapid response software Information directory Reader board Group résumé book/file Mail and package handling Telecommunications services

4. © 2009, Educational Institute 3 Transaction File/Log Book Chronological journal Shift recap Unusual events Guest complaints/requests

5. © 2009, Educational Institute 4 Information Directory Area maps Taxi telephone numbers Airline telephone numbers Bank locations Theater locations Church locations Shopping locations Restaurant menus Special events schedules

6. © 2009, Educational Institute 5 Mail/Package Handling Time-stamp upon receiving Mail signature book Notify guests If registered—activate in-room message light If due to check in—note on reservation record If checked out—time-stamp and return to sender or, if possible, forward to guest

7. © 2009, Educational Institute 6 Telecommunications Services In-room local and long-distance telephone service Telephone messages Voice mailboxes Broadcast messages for groups Fax messages treated like mail Fax log Wake-up services E-mail and data services TDDs Call broadcast

8. © 2009, Educational Institute 7 Interdepartmental Communications Housekeeping Engineering/maintenance Revenue centers Marketing/public relations

9. © 2009, Educational Institute 8 Handling Complaints Listen Isolate the guest Stay calm Preserve guest’s self-esteem Give undivided attention Take notes Tell guest what can be done Set a timeline for action Monitor progress Follow up