8/8/2019 Information gurminder preet singh

1/4

INFORMATION

Information means to inform, to communicate knowledge, provides feedback & reduces guest

problems & complaints. Like reservation & registration front office also perform one of the

important function i.e.; information.

This section plays important role in giving guests & visitors valuable information about the hotel

facilities & the city. A concierge plays a role of information assistant and operates the information

desk.

Main functions of the information section are to:

1. Maintain guest alphabetical racks2. Receive messages for the guest3. Handle guest room keys4. Handle guest mail5. Paging6. Providing information

TOOLS OF INFORMATION SERVICE:

Information directory: which includes contacts of local F&B outlets, travel agencies, cab facility, local

shopping centres, drug store, places of worship, nearest ATMs ,banks, post office, theatre, libraries,

local bus stand, airport, railway station, recreational facilities available around etc.

Readers board: it is located in the hotel lobby having velvet surface with golden metallic alphabets

& frame & is fixed with the help of stand. It shows all the current events, which are presently takingplace in the hotel. Such as, wedding, conference, exhibition, meetings, parties etc.

Tent card: this is the tool used to promote the hotel services & facilities. This is made up of glossy

paper and is in the shape of tent. It can be placed anywhere on the table or in the guest rooms as

well.

MAIL HANDLING:

1. Mail is often handled by the information assistant. Mail may vary from letters, business &promotional materials, emails, couriers, parcels, telegrams etc. The timely delivery of the same

to the guest is important. To safeguard the hotel from guest complaints regarding mail, hotels

insist on the following:

2. Timing stamp of all mail at the time of receipt.3. If registered parcel is received in opened state, to record this in the mail log book & take

signature of the postman.

4. All registered mail etc should have the signature of the guest when delivered.

8/8/2019 Information gurminder preet singh

2/4

MAIL HANDLING

Mail delivered at information counter

All mail stamped date & time

First sorting

GUEST MAIL HOUSE MAIL

2nd sorting to arrange

alphabetically

Employee mail Hotel mail

Place in alphabetical mail racksSent to personnel

dept./ time office

Depts. Mail

placed in the

dept. slots

GMs mail sent to

his office

Past guest

mail

Present

guest mail

Future

guest mail

Checked

against mail

forwarding

cards

Checked against

alphabetical index

from information

rack

Checked against

reservation rack

Mail thus

sorted

redirected

Mail thus sorted placed in

the appropriate keys &

mail slot or sent across to

room

Mail thus sorted kept in

separate drawer &

reservation slip marked

letter.

Delivered on guest arrival

8/8/2019 Information gurminder preet singh

3/4

RECEIVE MESSAGE / MESSAGE HANDLING:

Receiving message for in-house guests in their absence, recording them and communicating

them to the guest as soon as possible is an important function of Information section.

Message is handled on the behalf guest when the guest is not in the room.

When a person from outside want to leave a message for the resident guest, the

information assistant hands over a message slip to the visitor for recording details of

message along with name & contact number.

The message is taken down in duplicate. While the original is placed in the appropriate key

rack & the duplicate copy is folded into envelop & sent to the room itself & slipped under

the door.

MESSAGE SLIP

CT HOTEL, JALANDHAR

DATE_________________________________ TIME________________________________

TO_______________________________________________________________________

ROOM NUMBER_____________________________________________________________

WHILE YOU WERE OUT

MS/ MR___________________________________________________________________

OF_______________________________________________________________________

TELEPHONED PLEASE CALL BACK

CALLED IN PERSON WILL CALL AGAIN

WAITING TO SEE YOU

MESSAGE_______________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

___________________________________________________________________________

__________________________

INFORMATION ASSISTANT

8/8/2019 Information gurminder preet singh

4/4

Some hotels use message light system, where each key rack is provided with the green light.

When there is a message for the in house guest the particular room message light is turned

on which indicates that message is awaited for the guest at the information. Once each

message button is pressed a message light also flashes in the room as well on the panel.

Once the message is conveyed the light is turned off.

On the other hand, sometimes a guest expect a visitor in his absence in that case, the

message is recorded on the message slip of different colour. This slip is inserted into the

room key slot. The same message is sent to the telephone operator if in case visitor makes a

call for the guest in his absence.

KEY HANDLING / CONTROL OF GUEST ROOM KEYS:

Information section is responsible for handling all the guest room keys. It requires a strict

control & it should not be given to anyone without authorisation approved by lobby

manager. Keys must be always inserted in the correct room slot of the key rack. Information

should try to remember the faces of the resident guests, if anyone asking for the keys is

immediately identified. To control & secure the use of keys the key cards are issued to the

resident guest & issues of keys are made against these cards.