Month: August 2018

housekeeping

Housekeeping – Bed Making

Preparing for Bed Making: Housekeeper Remove soiled bed linen from the bed. Look at the mattress pad / mattress protector to see if it is stained, torn or damaged. If it is not straighten it and make sure the mattress and box spring are even. Always adjust the mattress with your leg and not with […]

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Engineering department in hotels

Engineering Department in hotels

Engineering department in hotels or the same of some hotel staff say maintenance department is one of the back side departments as it is not guest contact , but they have big role to keep all the machine and rooms equipments working and in good condition , A/C , Television , Telephone …. …. Should […]

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Front Office management

Tentative and non guaranteed bookings

Tentative and non guaranteed bookings ( reservation), There is every day bookings the reservation department or front office team receive some of them are guaranteed and some are tentative and the rest are non guaranteed bookings . While reservation clerk taking down the reservation he should inform the guest or the booker about the standard […]

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Telephone Operator skills

Hotels Telephone Ethics

Basic Telephone Etiquettes: What all points should be taken care of while answering a call? Phone should be answered within three rings. Smile even though you are on the telephone. Sit or stand up straight. Use a low voice pitch. Match your speaking rate to the caller’s. Avoid extremes in volume. Standard Phrase: How to […]

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Room change in hotel

Changing Guest Room Procedures

changing the guest room procedures A room change request can be  occurred on different reasons , Front office team should change the room as quickly as possible when any guest is dissatisfied with accommodations or finds defects that cannot be immediately corrected. Below are few reasons for room change request from guest: A/C not working. […]

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Front Office staff preparation before starting the shift

Front Office staff preparation before starting the shift To be Ready Before the shift starts. Punch in your attendance. Read the log book : Look for unusual events or incidents. Guest Complaints. Guest pending requests. Other relevant information’s. Situations which requires follow-up. Any hand overs from previous shift. Pending Mails and Couriers to be delivered […]

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Front Office management

Walk Guest to another Hotel

Walk guest to another hotel some people say about it the turn away guest Because of the highly competitive markets, It is should be the goal of the front office department to have zero room vacant in order to maximize revenue generated from room and also to achieve full occupancy. Rooms are like perishable items because […]

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Briefing in the Front Office Department

Briefing in Front Office Purpose: Hotel Front office staff needs daily briefings so they know what’s happening in the hotel that day / previous day. This gives a smoother operation, without having to waste time asking others and they know what’s happening in the hotel. Daily Briefing in front office is part of Hotel front […]

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Handling Guest luggage procedures

Handling Guest luggage procedures As soon as a taxi (or any other transportation) stops in front of the hotel / porch, Bell Personal or Door man should open the passenger door. Greet the guest: “Welcome to [Your hotel name], I am [your name] do you need some help with your luggage?” Help the guest to […]

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Etiquettes and Manners for Front Desk | Concierge

Etiquettes and Manners for Front Desk | Concierge , Concierge & Bell Staff Etiquettes and Manners: The concierge and bell staff should have the right attitude and product Knowledge, and also able to recognize any sales opportunities. Staff Attitude with guest and colleagues: Greet guest and colleagues with a smile and maintain a friendly and […]

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