Insuring Safety and Security of Guests and

Employees&

Training in the Front Office

TFri 1:00 – 3:00September 18, 2012

Leader: de la Cruz, EdwardMembers: Agullo, Eugene

Ala, Sheevah AudreyBag-ao, Chessa LeiCerniaz, VernieCodilan, FlorenceMalubay, RozelleMendoza, Chaka Phoebe Mesario, Floralyn Trongcoso, AmabelleTorlao, Joey

Insuring Safety and Security of

Guests and Employees

IntroductionThe safety and security of guests

and employees of hotels has never received more attention than in the past years. There are variety of reasons for this. For one thing, today’s guest is more conscious of the dangers around him or her. Through the media, crime , fires, and earthquakes are brought to the attention of people in the country on a daily basis. In fact, whenever a fire takes place in a hotel, it becomes worldwide news.

The lodging industry has responded to the increase attention to hotel safety by placing tremendous amount of energy to making hotels safe for their guests and employees and into making the public aware of the added security and safety measures that are being taken. New hotels, with their sophisticated fire and crime detection and prevention systems, may be among the safest places of all facilities to occupy. Of course, this safety level does not allow any reduction in the attention this area should receive.

Our society seems to be becoming more violent, and increased violence must be met aggressively. It is the responsibility of all employees to keep the security of the guest foremost in there minds at all times. The focus of this chapter is to cover all of the major areas of safety and security in a hotel. As always is the case when legal issue involved, the hotel should check its attorney before proceeding with the implementation of its safety and plan.

Chapter ObjectivesAfter reading this chapter you will

understand:• What special laws apply to the hotel

industry.• How to make guest secure from harm.• Basic ways to protect the hotel

property from loss or damage.

Sub Contents

• EMERGENCY PROCEDURES– Fire Prevention– Fire Emergency Plan– Emergency Medical Procedures– Bomb Treat Procedure– Armed Robbery– Hotel Evacuation– Power Failures

– Locking Systems– Key Control– Computerized Lock Systems– Guest Room Sales– Closed Circuit Television– The Bell Staff’s Role– Guest Room Security– Garage and Parking Lot Safety

and Security– Safety Deposit Boxes

LEGAL ASPECTS

Every hotel has the moral obligation to provide a safe place for employees to work and guests to stay. Beyond this duty, hotels are obliged by law to provide reasonable care so that guests of the hotel will not become injured. The following section will deal with those areas of the hotel where injury can occur.

Management must always keep in mind that can be held responsible for action taken by their employees. This fact places a strong demand for proper hiring, reference checking, and training of guest-contact employees. Such harmful actions by employees may range from acts of physical violence taken out on guests to something as simple as the giving out of wrong room key.

Hotels may also be held liable for injuries to guests by another guest if reasonable care could have prevented the injury.

Employees should be cautioned about lax security. Keeping that door propped open to the outside or not watching the arrival and departure of people through the lobby are just two breaches of security that can be averted if management emphasizes the role security plays in overall guest satisfaction. If guest complains that he or she shouldn't be kept waiting at the front desk when they ask for a key to their room, the clerk should politely remind the guest that it is to the guest benefit that the hotel assures itself that the person receiving the key is in fact authorized to have a key to the room.

Hotels also have the responsibility to guests for the security of their property, although many states have adopted statutes that limit the hotel’s liability. Each hotel must base its policies on the laws of the state, carefully researched by the hotel, in which the hotel is located. Many states required that the statutes be posted either in the lobby, in the guest room, or in both places.

Some guest will leave their property behind when they check out. When this occurs, the hotel should hold it for the time specified by state law. Then, it may be disposed of in the established fashion by law.

Establishment rules; maintenance of guest register

1. Any operator of a public lodging establishment or a public food service establishment may establish reasonable rules and regulations for the management of the establishment and its guests and employees; and each guest or employees staying, sojourning, eating, or employed in the establishment shall conform to and abide by such rules and regulations so long as he shall remain in or at the establishment.

2. It is the duty of each operator or a public lodging establishment to maintain at all times a register, signed by or for guests who occupy rental units within the establishment, showing the dates upon which the rental units were occupied by such guests and the rates charged for their occupancy. This register shall be available for inspection by the division at any time. Operators need not make available registers which are more than 2 years old.

Liability for property of guests.

1. The operator of public lodging establishment is under no obligation to accept for safekeeping any moneys, security, jewelry, or precious stones of any kind belonging to any guest, and, if such are accepted for safekeeping, he shall not be liable for the loss thereof unless such loss was the aproximate result of fault or negligence of the operator.

2. The operator of a public lodging establishment shall not be liable or responsible to any guest for the loss of wearing apparel, goods, or other property, except as provided in subsection (1), unless such loss occurred as the proximate result of fault or negligence of such operator, and, in case of fault or negligence, he shall not be liable for a greater sum than $500, unless the guest, prior to the loss or damage, files with the operator an inventory of this effects and the value thereof and the operator is given the opportunity to inspect such effects and check them against such inventory.

Refusal of admission and ejection of undesirable guests; notice; procedure; penalties for refusal to leave.

1. The operator of any public lodging establishment or a public food service establishment may remove or cause to be removed from such establishment, in the manner hereinafter provided, any guest of the public food service establishment or any transient guest of the public lodging establishment who, while on premises of the establishment, is intoxicated, immoral, profane, lewd, or brawling; who indulges in any language or conduct which disturbs the peace and comfort or other guests or which injuries the reputation, dignity, or standing of the establishment, fails to make payment of rent at the agreed-upon rental rate by the agreed-upon check-out time or who, in the case of public food service establishment, fails to make payment for food, beverages, or services; or who, in the opinion of the operator, is a person the continued entertainment of whom would be detrimental to such establishment.

2. The operator of any public lodging establishment or public food service establishment shall notify such guest that the establishment no longer desires to entertain him and shall request that such guest immediately depart from the establishment. Such notice may be given orally or in writing. If notice is in writing, it shall be as follows: “You are hereby notified that this establishment no longer desires to entertain you as its guest, and you are requested to leave at once. To remain after receipt of this notice is a misdemeanor under the laws of this state.”

3. Any guest who remains or attempts to remain in any such establishment after being requested to leave is guilty of a misdemeanor of the second degree, punishable as provided in s. 775.082, s. 775.083, s. 775.084.

4. If any person is legally on the premises of any public lodging establishment or public food service establishment, the operator of such establishment may call upon any law enforcement officer of this state for assistance. It is the duty of such law enforcement officer, upon the request or such operator, to place under arrest and take into custody for violation of this section any guest who violates subsection (3) in the presence of the officer.

If a warrant has been issued by the proper judicial officer for the arrest of any violator of subsection (3), the officer shall serve the warrant, arrest the person, and take him into custody. Upon the arrest, with or without warrant, the guest will be deemed to have given up any right to occupancy or to have abandoned his right of occupancy of said premises, and the operator of the establishment may then make such premises available to other guests.

EMERENCY PROCEDURES

The focus of this section is some of the preventive measures that can be instituted in an attempt to alleviate dangerous occurrences, such as fire. More important, it focuses on what must be done when emergencies happen.

Fire PreventionThere are thee types of fires that are common to the hotel industry.

TYPE A fire is one that involves wood, cloth, paper rubbish, and plastic.TYPE B fire start when paint, oil, gasoline, or other flammable liquids ignite.TYPE C fire is an electrical equipment, motors, and control panels.

**Three things needed to start a fire are HEAT, FUEL, and OXYGEN.

Fire Extinguisher Types

Ingredient Type- A

Type-B

Type-C

Soda AcidFoamWater (Pump tank, cartridge, pressurixed)Loaded StreamDry ChemicalDry Chemical (Purple “K”)Dry Chemical (A,B,C-Triple)Dry Chemical (Foam Compatible)Vaporized LiquidCarbon DioxideHalon

XXXX

X

X

X

XXXXXXXX

XXXXXXX

Fire Emergency PlanOne of the major achievements is the

adoptation of a fire emergency plan that indicates exactly what should happen in the event of a fire.

The following information should be contained in almost any fire plan. When a fire is found, the person finding it should pull the fire alarm and call the hotel operator to report the location of the fire. The hotel operator will call the fire department, the employees in the hotels fire brigade, the general manager, and any others as identified by the manager. A fire brigade made up of hotel employees should try to put out or contain the fire if possible. During this time, the switchboard operator will stay in touch with the manager and follow his or her orders. The hotel fire brigade will assist in evacuating guests if so instructed by the manager on duty or by the fire department.

The master keys for the hotel should be obtained by the manager on duty and be available for use by the fire department. The manager on duty will station herself or himself at the command center, which is usually at the front desk close to the switchboard. In this location, the MOD will be able to communicate with both the fire department and hotel employees. Bell staff can be assigned to the task of bringing the elevators down to the looby and shutting them down. These employees will be able to direct the fire department into the hotel ant to the fire floor.

The security department will coordinate with the police, keeping unauthorized people out of the fire area, and they will prepare for a follow-up investigation of the incident. Employees from the housekeeping department should remove all carts and material from the guest room hallways. If needed, housekeeping should remain on the floors to assist guest in evacuating the hotel. Food and beverage outlets will wait until the manager on duty informs them to close down. When possible, they will prepare to supply guests and employees with refreshments.

Instructions for the guest in case of a fire should also be included. The important points about which the guests must be informed are as follows:

FIRST, the guest should betold not to open the door until he or she has felt it to see if it is hot. If the door is hot, the fire may be very close by. In such an event, the door should not opened or it should be opened very slowly, with the guest being prepared to close it quickly if need be.

SECOND, when trapped in the room, the guest should call the front desk to notify the hotel personnel of the guest’s location.

THIRD, the bathtub should be filled with water and wet towels placed around the door to keep smoke out.

These basic rules can be used by guests and employees to save lives during a fire. All hotels should develop their own fire emergency plan and have it approved by their local fire department before putting it into use.

Emergency Medical Procedures

When a guest calls the operator with an emergency, the operator should dial the local emergency operator. The perator must remain calm and give full information about and the location of the emergency in the hotel.

The operator should notify the bell staff of the location of the emergency. At that point, the bell staff will bring down an elevator and hold it in the lobby until the emergency medical personnel arrive.

Hotels should should also have employees on staff who are trained in general first aid.

Bomb Threat Procedure

Any time the hotel recieves a call threatening that there is a bomb in the hotel, or if something is found that looks like a bomb, all involved must react as if this is true. When a call comes in wiht the threat, the following must be ascertained:

* Where is the bomb located?* What time is the bomb set to go off?* What does the bomb look like or what is it inside of?* What is it made of?* What is the caller’s motive?

Armed RobberyEmployees must be trained

never to resist the robber, for this could result in injury or death for the employee and guests in the area. As soon as the robber has left, the switchboard should be call. The switchboard operator will then notify the police at once. When the police arrive, employees should try to give as much information about the incident and robber as possible.

Hotel Evacuation Plan

When the hotel needs to be evacuated, the manager on duty will order the fire alarm to be set off. Any communication system of a public address nature will be used to announce the procedure to the guests. Many newer hotels have an emergency communication system that acts like a publiccaddress system in each guest room. Any announcemnet of this kind should tell guests to remain calm and to leave the hotel at once using the stairs—not the elevators. They should then be instructed to assemble outside the hotel in a predetermined location. The location chosen should be out of the way of any emergency vehicles that will be arriving. Hotel personnel should be stationed along the way to route the guesta through the hotel and out.

Power Failures During power failure, there are

many issues to be dealt with. Some of these are loss of heat, loss of air conditioning, loss of telephone, loss of lighting, and safety and security. Hotels should have battery powered emergency lighting in public areas and guest room hallways to enable movement within the hotel for guests and employees. The best situation is to have an emergency generator that will provide power to locations as needed. Care must be exercised in the distribution of candles for guest room lighting.

If candles are given out, proper holders should be included so burning candles will not fall over, presenting a fire hazard. Management has to provide for increased security during these power failures. Personnel should patrol the hotel inside and out constantly. No area of the hotel shold be left uncovered at these times.

Locking SystemThe lodging industry has come a

long way from the early inns that did not even have a locking system on the guest rooms. There has been an increased concern for better locking system since the court case involving singer Connie Francis in the early 1970’s. Ms. Framcis was the guest at a hotel, and the room she was in did not have an adequate locking system. This situation allowed rapist entry into her room to perpetate his crime. The court awarded her 2.5 million dollars. Cases like this one can be prevented with the selection and maintenance of appropriate locking system.

Key ControlThere are three different types of

keys based on the access allowed by each. The guest room key allows entry only to the guest room for which it is issued.• A master key will open the guest

rooms. • An emergency key will open all guest

rooms just as the master key and will also allow entry into all guest rooms that are double locked.

• The emergency key is the most highly guarded key in the hotel. This key should be kept in locked ocation that is only accessible to the highest level of management.

• A log book should be kept, and the emergency key signed out anytime it is removed from this locked location.

• The master key is used throughout the day by various employees of the hotel, such as maids in order to clen rooms and maintenance employees to perform work ordered.

• From a security point of view, the keys for guest rooms are the ones that cause the most concern for hotels.

• The hotel’s employees must always remember that the guest room keys are a major responsibility.

• If one of these keys gets into the wrong hands, the guests of the hotel are placed at risk—that of the loss of their property or possibly even their lives.

• Key control at the front desk starts by the keeping of the room keys in a key drawer taht can be locked when it is not being heavily used.

• When a guest checks in, he or she should be given the room key. After this, if the guest returns to the desk to get another, he or she must be asked to show proper identification before a key is given out. During the guest’s stay, hotel employees should always be on the lookout for keys left in the doors of the rooms. It is not uncommon for guest to be negligent and leave room keys in the door.

• At check-out, front desk employees should ask the guest for the room key. However, many guest at check-out may not be finished in their room so they keep the key or keys. Often guests forget to leave the key at the desk or in the room when they finally depart. For this reason, many hotels have placed drop boxes in the hotel by the exit doors and, if they have them, in thier courtesy vans.

Computerized Lock SystemThe basic variations in computerized locking systems:

• Some are on-line and hardwired• Some are on-line and no hardwired• Some are off-line and retain

information• Some will work outdoors and some

will not• Some types do interface with other

systems• Some use batteries, whereas others

run on 110 volt alternating current

Guest Room SalesNaturally, hotel guests are

concerned about the safety of their belongings in the guest room. Although virtually every hotel provides safety deposit boxes for guests, many guests do not use them. By providing guest an in-room safe, a hotel can increase likelihood that guests will use the safes. It also reduces the traffic at the front desk area. In-room safes are attached from the inside of the safe, to the floor of the guest room. Most models work on a numerical key pad that accepts a six-digit security code the guest gives it.

Closed Circuit Television

Closed Circuit Television (CCTV) are video cameras placed to view locations that present a security risk , and they are connected to a TV monitor placed elsewhere in the hotel, where an employee can observe, from one position, all locations being monitored. A CCTV system can be hooked up to a video recorder as well, to record events for later playback if a security violation occurs. CCTV systems work out very well when used to monitor entrances, public spaces, and areas outside of the hotel.

The Bell Staff’s Role

The bell staff and housekeeping staff get around the hotel’s hallways more than any other employees. These employees should be the eyes and ears of the hotel in matters related to safety and security.

When a bell person escorts the guest to the room, care must be taken if he or she is using the same elevator as the guest and utilizing a luggage cart, especially when getting on and off the elevator. Once at the guest room, the guest should receive an explanation on how to open a guest room door, particularly if the hotel has a newer computerized access system. When inside the room, the bell person should explain the locking system from the inside, indicate the location of the nearest exit to the room, and show the guest where the safety information is.

Guest Room Security

When the housekeeping department inspects a guest room after it has been made up, a check of the security equipment should be made as well. When the room is check-out, maids will have a metal locked box on their cart in which to drop any room keys that are left behind by the departed guest.

Garage and Parking Lot Safety and Security

Employees that will be driving guest’s cars must be careful, especially when busy, to take the time to locate all the car’s controls before driving off. Guest’s cars should be inspected for damage before they are driven away. When damage is found, a full description should be written on the guest parking ticket and shown to the guest. Guests should be requested to remove any valuables or belongings that they have left in the car.

Safety Deposit BoxesEvery three months the

hotel’s controller should inspect the safety deposit boxes to ensure that they are functioning properly and that all of the keys are accounted for. When a guest of the hotel wishes to use a safety deposit box, the employee handling the boxes – usually a cashier or a front desk clerk – must be very cautious in handling the matter. The employee will enter a guest’s name, address, room number, and safety deposit box number on the safety deposit box form.

Employees must never place the items in the box or even touch them. The clerk will then put the tin box back into the safety deposit box and lock it in front of the guest. When this is completed, the clerk will remove the key and give it to the guest. The guest must be told at this point that this is the only key that will open the box. If the key is lost, the hotel must call a locksmith to drill out the lock to open it. The guest is responsible for the charge of the locksmith and a new lock installation.

Guidelines on what to say, what not to say and why during a crisis

What is a crisis?A crisis in a hotel can be

as dramatically obvious as a fire, and as deceiving subtle as a slowly incubating food borne disease. A crisis can be defined as any event or situation that could harm a property’s viability and reputation.

Communications in any crisis should be based on certain axiomatic concepts. Among them:

• Every lodging establishment should be ready with a prepared crisis communication plan.

• If the management does not tell hotel’s side of the story, no one else will.

• Providing information and cooperating with the press gives management some control over the way the crisis is reported. Failure to talk to the press forces reporters to seek information from sources that have no reason to protect the hotel’s interest.

Truthfulness is mandatory. One lie, misinterpretation or intentional failure to disclose relevant information will destroy the hotel operator’s credibility before the press, the public, the guests and the employees.

• In addition to providing information to the press, it is highly important to inform guests and employees.

• Whatever the cause of the crisis, management must publicly express concern for the victims for any inconveniences, loss or harm caused by the crisis.

• Designating a single spokesman to communicate with the press in time of crisis and instructing all employees to refer all questions to this spokesman is essential.

What should a spokesman (who should work from a prepared statement whenever possible) say- or not- say – in press interview?

• Do not speculate, relate the facts only, don’t allow yourself to be led off the track.

• Avoid speaking in Jargon. Present information in a straightforward, understandable way.

• Don’t suggest possible causes of accidents or assign blame, stress instead the efforts and being concentrated on aiding the victims. Offer assurances that the situation will be investigated thoroughly.

• Do express managements concern for the safety of guests and employees and concern for victims, before stating concern for the property.

• Do take the opportunity to state the hotel’s safety record and safety features, and any precautions that had been taken to prevent the crisis.

• Never answer a question with ‘’no comment’’, always give the reason for not answering.

• Never attempt to estimate the monetary extent of damage in the midst of a crisis. Indicate that this will be estimated following a thorough investigation.

Once the crisis is over, management must act immediately and fast to protect the hotels reputation and to get the message out that business is preceding as usual. A prepared statement by the general manager for the rest should stress.

The successful implementation of the emergency action plan, complementing the hotel’s employees for their courage and efficiency in carrying the plan through.

• The hotel’s policy in employee training for crisis management, specifying regular reviews and inspections.

• The fire safety device in the hotel (for example, sprinkler system, smoke or other alarms, public address systems) of the crisis was a fire.

• Appreciation to employees and guests for their cooperation and understanding also of course, after a fire crisis, to the fire department, and after any type of crisis to any such agency (fire, police, etc.) involved.

• After a fire, it is recommended that the general manager’s press briefing include a statement by the fire department chief, covering the details of the fire itself.

1. You must have an emergency action plan.

2. The plan should include clear instructions to all staff as to what to do in the event of an emergency on the property.

3. Whenever possible prepare a statement and snake your remarks to the press clear and concise without speculation.

Key Principles to remember

4. Always express concern for public safety before company profits.

5. Leave the facts of the crisis to the authorities.

6. Be sure and talk about your safety record of the dollar value investment made in any safety devices.

7. When the crisis is over, let the media know it’s business as usual.

Study Questions

1. Who should be held responsible for action taken by their employees.

2. What is the focus of emergency procedure?

3. What are the thee types of fires that are common to the hotel industry? Describe them.

4. What are the three things a fire needs?

5. What is the first thing a telephone operator should do in a medical emergency?

6. Should an employee try to resist an armed robber?

7. In a power failure, should candles be handled out?

8. Hotels have at least ________ levels of keys for guest rooms and other rooms.

9. Where should a guest keep his or her valuables?

10.Are you going to leave the facts of the crisis to the authorities?

Answers1. Management2. The emergency procedure focus in

some of the preventive measures that can be instituted in an attempt to alleviate dangerous occurrences, such as fire. More important, it focuses on what must be done when emergencies happen.

3. TYPE A fire - is one that involves wood, cloth, paper rubbish, and plastic.TYPE B fire - start when paint, oil, gasoline, or other flammable liquids ignite.TYPE C fire - is an electrical equipment, motors, and control panels.

4. Heat, Fuel and Oxygen5. The operator should dial the local

emergency operator.6. Employees must be trained never to

resist the robber.7. Yes, proper holders should be included

so burning candles will not fall over.8. 39. Safety Deposit Boxes10.Yes

Training in the Front

Office

IntroductionToday’s guest is no longer willing

to accept mediocre service from the hotel industry, as was the case, perhaps, in the past. The new emphasis on quality service, along the addition of new technology, has created a tremendous burden on those who manage hotels. With the high cost of labor and the shortage of qualified workers, the response from management must include a focus on the training function. Nowhere is this need for training more evident than in the front office area of the hotel.

The demands placed on front office employees in the areas of technology, guest relations, and the multitude of tasks that must be accomplished by these workers is evidence of this need. A front office manager must, in addition to dealing with the above tasks, be able to deal with issues such as stress management, motivation, communication, time management, and leadership–-for her- or himself as well for his or her employees. Thus, the focus of this chapter will be on all areas of training that are relevant to the role of a front office manager, especially within the context of this new, more demanding environment.

Chapter ObjectivesAfter reading this chapter you will understand:

• Why training is such an important task.

• What employee learning needs are and how to satisfy those needs.

• Various training methods and their uses.

• How to plan for effective training.• Who trains and how to train the

trainer.• The value of positive reinforcement

in maintaining well-motivated staff.• How to build a winning team.

Sub Contents

• TRAINING–Learning Needs–Training Objectives–Training Methods–Task Detailing–Training Plan–The Trainer

•GUEST SERVICE TRAINING•EXCELLENCE IN HOSPITALITY•GUEST COMPLAINTS

-Six Steps in Handling Guest Complaints

•MANAGING STRESS

Training- defined as the process that is used in the acquisition of skills and knowledge needed to perform activities

4 Major Steps in the Training Process

1. Determination must be made about what the employees needs to learn.

2. Objectives must be set that will state the change expected to occur with the new employees.

3. The training program must be designed with consideration of the costs involved, time allowed, and objectives.

4. A viable method of evaluation must be established in order to indicate if the desired level of learning has taken place.

Learning Needs

It can be determined through a variety of method. Direct observation by the front office manager can also uncover areas requiring training. These observations will yield two(2) types of training needs:

1. Training needs that deal with interpersonal communications skills utilized with guests and fellow workers.

2. Training needs that involve carrying out of the specific task that make up a job.

Training Objectives

A training objective indicates exactly what the employee should know and be able to do at the successful completion of the training.

When setting an objective one must first place the main focus on the behavior to be exhibited after the training has taken place. Second, some standard or test must be developed to evaluate whether the training has been successful.

Training Methods1. "Telling Method" - Includes lectures, readings,

discussions, and tests, is usually best employed when the goal is to improve the trainee’s knowledge.

To improve the lecture method trainer should keep the following advice in mind: a. Think about the audience b. Always practice what is going to be

presentedc. During the lecture, use notes only to

provide organization to the presentation

d. Throughout the presentation, maintain eye contact with the trainee’s.

2.“Showing” Method- Demonstrations, including those on video as well as in person, can also be highly effective in training employees.

3. “Doing” Method- A combination of the telling and

showing methods. It involves the trainer and trainee’s working at the same time on accomplishing the test.

Job Instruction Training(JIT) Three steps must be completed prior to setting up the JIT training plan.

a. Job description – indicates what the employee will be doing in the job and addresses the conditions that exist for the job.

b. Conduct a task analysis that results in a task listing.

Task- Is made up of a logical grouping of

steps that result in the successful completion of a desired activity.

Task Detailing- Indicates what the employee does in

carrying out the task.

Training Plan- Also called as job breakdown. This training plan indicates which task is being trained, the frequency with which the task is performed and when, the equipment that is needed to carry out the task, the steps followed in carrying out the task, and, where needed, an explanation of how to complete each step in the task.

The training plans are put to use through the four-step method of instruction.

The four steps are:

a. Get the employee ready for training.

b. Demonstrate the task to the trainee.

c. Have the employee attempt and practice the task.

d. Reinforce and coach the trainee.

The Trainer

The trainer must possess the following several attributes:

1. He/she should be someone who knows the job, but not necessarily the one who is the most proficient at it.

2. He/she should be involved in training because of the enjoyment that teaching brings.

3. Has a great deal of patience.

GUEST SERVICE TRAINING

A guest service training program is designed for the hotel and hospitality industry to maintain and enhance customer service standards.

Guest Services

As the centre of front office activity, the front desk is responsible for coordinating guest services.

Typical guest services involve providing the guest with information and special equipment and supplies.

4 Major Principles of Good Service

1. Immediate RecognitionImmediate recognition means

that as soon as a guest approaches the front desk and is seen by one of the staff, he or she should be recognized.

2. Mind SetMind set Refers to the attitude

that the front desk staff has toward its guest.

An employee should never be talking with other employees about anything unrelated to the hotel business when a guest is at or near the front office area.

3. Guest Oriented ProceduresGuest oriented procedures are

not always the standard in the hotel business. That is, a particular procedure may be causing the guest some dissatisfaction.

4. Constant AssistanceConstant assistance is the

fourth principle of good service. After the guest has checked into the hotel, the job of guest service has just begun for the front office staff.

EXCELLENCE IN HOSPITALITY

For a hotel to achieve excellence in hospitality, many guest relations skills must be learned by the employees who will be delivering the services.

Eleven basic skills of hospitality will serve as a beginning to achieving this excellence.

1. Smiling

Smiling when dealing with guests helps to create a friendly atmosphere. By smiling, the clerks are showing the guests that they are glad they chose the hotel for their stay. A smile says, “We’re glad you’re here!”

2. Greeting

Greeting a guest includes smiling as well as eye contact. For example, if the guest’s name is not known, ‘Sir or Madame’ is the appropriate address.

3. Conversing

A guest’s name should be uses as many times in the conversation as possible. People love to hear their name; it is a very positive form of recognition.

4. Telephone Etiquette

The telephone should be answered as quickly as possible, certainly by the second ring.

No one likes to be put on hold, but when this is necessary, the guest should be thanked for waiting.

5. Assistance

When the guest arrives at the hotel and during the course of his or her stay, the guest should know that the employees are there to assist with his or her needs.

Whenever an employee speaks with a guest, the employee should end the conversation with the statement, “ Please call on me if I can be of any further assistance.”

6. Attention

Providing attention to the guest is enhanced by the little extra in guest interactions. For instance, when guests return to the hotel at the end of the day, they should be welcomed back.

It is these little things that make the guest feel at home. When the guests are around, they should not be ignored. Employees must remember to chat with the guests, not their co-workers.

7. Positive Endings

Upon departure from the establishment, guests should be thanked for staying at the hotel and told how much they are wanted back again. Statements such as “Please stay with us again” and “Have a nice trip home” or “Enjoy the rest of your vacation” help to ensure that the guest will depart with a smile.

8. Follow -Through

The initial follow-through comes after check in. After the guest is roomed, the guest relations can call the room to see if everything is satisfactory. During the guest’s stay, a follow-up call should be made after any problems are reported to ensure that the guest has been pleased with the service.

9. Positive Attitude

Having a positive attitude means that the employee has the desire to consistently provide excellent service to the guests. It is the manager’s responsibility to create the kind of atmosphere that satisfies the guests’ needs.

10. Positive Decisions

“Think before speaking or acting” is a rule that every person – especially those in the service business – should follow. Employees must be taught to be objective when making decisions. This includes keeping their emotions under control at all times

 11. Guest Complaints

There may not be easy answer to solving guest complaints, but there are some basic rules that can be followed. By following these rules, the employees and management will stand a better than average chance of turning that complaining guest into a permanent repeat guest for the hotel.

The following represent a few basic ideas for handling guest complaints:

•Do not argue with a guest who is complaining; assume he or she is correct, because the guest may be right

•Always listen with undivided attention to what the guest is complaining about

•Try to put yourself in the guest’s place; how would you feel?

•Never raise your voice or yell at the guest, if you are pleasant, you may be able to turn the guest around

•By objective and get all of the facts; try to weed out the subjective statements the guest may be making

•Show the guest you are concerned about the situation

•When the guest is correct, tell him or her that you and the hotel will go to work on correcting the situation at once.

•A front office employee should be supported by the supervisor. If the guest’s complaint can not be resolved by the employee, the supervisor should step in and attempt to resolve it therefore, employees should never accept responsibility on behalf of the hotel. A manager is the only person who should handle these matters.

Six Steps in Handling Guest Complaints

In dealing with guest’s complaints, there are several steps to follow:

•Addressing the guest•Giving attention•Determining the

solution/option

•Finding answers•Taking action•Checking up

Addressing the Guest

The guest may be bothered by the problem for a long time or that the incident has possibly occurred more than once. So that when the guest finally decides to lodge the complaint,he or she may be extremely emotional in the way chosen to confront the employees.

When a guest comes forward with a complaint, the employee receiving it should address the guest with his or her full attention.

Attention

The next step involves paying attention to what the guest is saying. The employee should listen to the guest and not try to speak while the guest is talking.

The best approach is for theemployee to keep a pleasant expression and to nod in agreement. The employee should never argue with the guest about what is being said.

Determination

Now it is time to determine exactly what the problem is. The employee should focus on the facts of the problem and deal with the problem, not the personality.

The employee can focus his or her questions on clarifying the problem and repeating to the guest in his or her own words what the problem is, always including who, what, where, and when in this analysis.

Answers

At this point, the guest is ready to hear some answers to the problem he or she has brought forward. The employee should indicate that the guest’s feelings is understandable and that the employee would feel the same way if he or she were in the guest’s position.

The employee might offer a solution to the problem. If the guest is not happy with that solution, an alternative one can be suggested.

Action

Action should be taken immediately after the complaintis discussed. When the guest sees that the employee is taking action tosolve the problem, he or she willfeel vindicated.

Check-up

After the problem is resolved, the guest should be contacted to ensure that he or she is satisfied with the resolution.

This is just one more way of showing the guest that the problem has received attention and the hotel wants to make sure he or she is satisfied.

When guest complaints are handled in this manner, a bad situation can be turned around into a positive experience. Through a problem resolution process such as this, the hotel may gain a loyal customer and very positive word-of-mouth advertising.

Stress

- the emotional and physical strain caused by our response to pressure from the outside world. Common stress reactions include tension, irritability, inability to concentrate, and a variety of physical symptoms that include headache and a fast heartbeat.

The Signs Of Stress

Stress can cause both mental and physical symptoms. The effects of stress are different for different people.

Mental symptoms of stress include:

•Tension•Irritability•Inability to concentrate•Feeling excessively tired•Trouble sleeping

Physical symptoms of stress include:•Dry mouth•A pounding heart•Difficulty in breathing•Stomach upset•Frequent urination•Sweating palms•Tight muscles that may

cause pain and trembling

Managing Stress

The hotel business is considered to be a “people” business. This is so because of the high degree of contact a hotel’s employee have with its guests.

Along with this high degree of guest contact, comes a great number of stress-producing occasions. Thus, managing stress is part of a manager’s job.

A manager who wants his or her employees to be free of stress might try the following:

• Talk to the employees. Tell them what changes are planned way ahead of their implementation.• Let them know how these

changes will affect them.

• Listen to all employees. Let them know that their ideas are respected.• Always be honest with them.• If a manager is caught in a lie, the employees will never know what to believe in the future

• Listen to all employees. Let

them know that their ideas

are respected.

•Always be honest with

them.

• If a manager is caught in a

lie, the employees will

never know what to believe

in the future

• Listen to all employees. Let

them know that their ideas

are respected.

•Always be honest with

them.

• If a manager is caught in a

lie, the employees will never

know what to believe in the

future

If a good training program isset up, the employees will notfeel a great deal of stress fromnot knowing what to do orhow to do it.

Study Questions

1. What is the definition of training?2. A training objective indicates

exactly what?3. What are the three methods of

training?4. What does task mean?5. A training plan is also called?6. List the four steps in the four-step

method of instruction.7. What are the four principles of good

service?

8. What are the eleven basic skills of hospitality?

9. What are the steps outlined in the text for handling guest complaints?

10.What are the two types symptoms of stress?

Answers

1. Training is defined as the process that is used in the acquisition of skills and knowledge needed to perform activities.

2. A training objective indicates exactly what the employee should know and be able to do at the successful completion of the training.

3. Telling Method, Showing Method and Doing Method

4. A task is made up of a logical grouping of steps that result in the successful completion of a desired activity.

5. Job Breakdown6. 1) Get the employee ready for training;

2)Demonstrate the task to the trainee;3) Have the employee attempt and practice the task; and4) Reinforce and coach the trainee.

7. Immediate Recognition, Mind Set, Guest-Oriented Procedures and Constant Assistance

8. Smiling, Greeting, Conversing , Telephone Etiquette, Assistance, Attention, Positive Endings, Follow-Through, Positive Attitude, Positive Decisions, Guest Complaints

9. 1) Addressing the Guest;2)Giving Attention;3)Determining the Solution;4) Finding Answers;5) Taking Action; and 6) Checking up

10.Mental and Physical Symptoms

Summary

de la Cruz, Edward(Presentation)Agullo, Eugene (Summary)Ala, Sheevah Audrey (Presentation)Bag-ao, Chessa Lei(Researcher)Cerniaz, Vernie (Researcher)Codilan, Florence(Presentation)Malubay, Rozelle (Researcher)Mendoza, Chaka Phoebe (Reporter)Mesario, Floralyn (Summary)Trongcoso, Amabelle (Summary)Torlao, Joey (Summary)