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Chapter 6Communications and

Guest ServicesManaging Front Office Operations

Eighth Edition

(333TXT or 333CIN)

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Competencies forCommunications 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.

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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

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Transaction File/Log Book

• Chronological journal• Shift recap• Unusual events• Guest complaints/requests

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Information Directory

• Area maps• Taxi telephone numbers• Airline telephone numbers• Bank locations• Theater locations• Church locations• Shopping locations• Restaurant menus• Special events schedules

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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

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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

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Interdepartmental Communications

• Housekeeping• Engineering/maintenance• Revenue centers• Marketing/public relations

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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