Guest Relation Manager

GUEST RELATION MANAGER
SKILL PAPER 1, 2 & 3
Orion House, 28, Chinar Park, Rajarhat Road

Kolkata – 700157, Ph.: +91 33 40051635
www. orionedutech.com
Welcome Note
Dear Participant,
Welcome to the "BVOC: Guest Relation Manager" training programme. This PHB
with 3 skill papers intends to facilitate the participants with detailed knowledge about
the concept of hospitality and tourism industry and their functioning as a Guest
Relation Manager. After completion of the training, participants would be able to:
 Understand the different types of Hospitality Industry
 Understand the concept of Front Office Operations.
 Understand the segments of Hospitality Industry
 Learn about the overview of Hotel Industry
 Understand guest arrival procedure
 Learn about registration process
 Know the rules and regulations of the hotel for guests
 Understand how to handle customer complaints.
 Know how to deal with uncommon requests
 Understand the importance of customer satisfaction
 Understand the importance of Body Language
 Know the art of proper communication based on scenarios
 Understand the process of reservation
 Know about software usage for reservation
 Understand how to follow personal hygiene practices
 Learn about the standard operating procedure
 Know about the IPR and Copyright clauses
Read each module, log your key learning in the notes, and attempt the exercise
questions in the end.
General Instructions to Trainee
1. Greet your instructor and the other participants when you enter the class.
2. Always be punctual for every class.
3. Be regular. Candidates who fall short of the required attendance will not be certified.
4. Inform your instructor if, for any reason, you need to miss class.
5. Pay attention to what your instructor is saying or showing.
6. If you do not understand something, put up your hand and seek clarification.
7. Make sure you do all the exercises at the end of each module in this book. It will help you
understand the concepts better.
8. Practice any new skills you have learnt as many times as possible. Seek the help of your
Trainer or co-participant for practice.
9. Take all necessary precautions, as instructed by your Trainer, while working with
electricity and with tools.
10. Make sure you are neatly attired and presentable at all times.
11. Participate actively in all the activities, discussions and games during training.
12. Always take bath, wear clean clothes and comb your hair before you come to class.
The three most important words you must always remember and use in your daily
conversation are PLEASE, THANK YOU and SORRY.
TABLE OF CONTENTS
(Skill Paper 1)
Chapter - 1 ____________________________________________________________________________
Introduction
Unit 1.1 Front Office Organization and Hierarchy
Unit 1.2 Duties And Responsibilities Of Principal Staff And Their Job Description
Unit 1.3 Introduction To Bell Desk Operations.
Unit 1.4 Attributes- Qualities- Telephone Manners- Standard Phrases Required For Office Staff.
Unit 1.5 Different Sections & Layouts Of Front Office And Their Importance
Chapter - 2 ____________________________________________________________________________
Facilitate a smooth stay for the guests at the hotel (THC/N0113)
Unit 2.1 Welcoming And Greeting The Guests as per Organisational Standard
Unit 2.2 Understanding Reservation Status Booking; Arranging For Guest Requirement;
Following Guest Check-In Process, Procedure for group check-in.
Unit 2.3 Registration Card – Importance Of Registration Card; Checking In A Guest With
Confirmed Booking
Chapter - 3 ____________________________________________________________________________
Types of Rooms
Unit 3.1 Types of rooms- Room allotment as per guest Preference-Rate negotiation and
Discounts-Handle room allotment as per type of guest
Unit 3.2 Procedure & handling of walk-in guest; VIP SPATT- scanty baggage guest.
Unit 3.3 Check Out Process
Chapter - 4 ____________________________________________________________________________
Customer Centric Service (THC/N0107, THC/N0114)
Unit 4.1 What is customer service- Handling customer requests
Unit 4.2 Understanding Guest Requirement- Inter-Departmental Communication-Responding
to guest Queries
Unit 4.3 Protocol to contact guest in the Room
Unit 4.4 Answer To Guest Queries Regarding Any Offerings Within The Hotel, Nearby Tourist
Or Office Locations
Chapter - 5 ____________________________________________________________________________
Handling Guest Query
Unit 5.1 Revert To Guest On Any Request On Time (Turn-Around Time As Per Organization
Guideline)
Unit 5.2 Handling Guest Complaints
TABLE OF CONTENTS
(Skill Paper 2)
Chapter - 6 ____________________________________________________________________________
Communicate with Customer and Colleagues (THC/ N9901)
Unit 6.1 Methods for Effective Communication With Different Departments In The Organization
Unit 6.2 Communicating Effectively With Customers
Unit 6.3 Build Rapport
Chapter - 7 ____________________________________________________________________________
Maintain customer-centric service orientation (THC/N9902)
Unit 7.1 Significance Of Treating The Customers With Respect And In A Friendly And
Professional Way
Unit 7.2 Ways to improve Customer Satisfaction Rating
Chapter - 8 ____________________________________________________________________________
Maintain standard of etiquette and hospitable conduct (THC/N9903)
Unit 8.1 Significance And Need Of Professional And Polite Etiquette And Behaviour
Unit 8.2 Standard Operating Procedure and Measure Of Customer Satisfaction
Chapter - 9 ____________________________________________________________________________
Maintain IPR of organization and customers (THC/N9905)
Unit 9.1: Patents And IPR Laws
Unit 9.2 Industrial And Political Espionages
Chapter - 10 ____________________________________________________________________________
Follow Gender And Age Sensitive Service Practices (THC/N9904)
Unit 10.1 Gender And Age Sensitive Service Practices
TABLE OF CONTENTS
(Skill Paper 3)
Chapter - 11 ____________________________________________________________________________
Customer Query and Complaint Management
Unit 11.1 Types of standard queries
Unit 11.2 Cashiering Activities and Night Auditing Procedure.
Chapter - 12 ____________________________________________________________________________
Maintain Health and Hygiene (THC/N9906)
Unit 12.1 What is cleanliness, Hygiene
Unit 12.2: Food Safety And Hygiene Standards As Stipulated By FSSAI, HACCP And ISO 22000
Chapter - 13 ____________________________________________________________________________
Maintain Safety At Workplace (THC/N9907)
Unit 13.1 What are hazards & Identifying work hazards
Unit 13.2 Purpose and Usage Of Protective Gears While Working
Guest Relation Manager
SKILL PAPER – 1
1
CHAPTER - 1
INTRODUCTION
LEARNING OUTCOMES:
After attending the session, the trainees would be able to:
 Understand the various aspects of the tourism and hospitality industry
 Learn Front Office Organization including job descriptions and responsibilities of various functions
 Understand the critical functions in-depth and the qualities required in front office staff
 Gain insights into layout of the operational areas and their significance
We all like to explore new things and experience new thrills! Don‟t we?Flying to new and exotic locales,
tasting the thrill of underwater sea walking or the adrenalin rush of sky diving. Relaxing in the pool of a
star Hotel, taking joyrides in amusement parks ,sampling the nighlife and rubbing shoulders with the rich
and famous at night clubs or just just catching up school friends over a beer or a cappuccino, gives us
immense enjoyment as well as relaxes us.
The tourism and hospitality industry tries to provide us an environment where all this turns into reality
and leaves us provides us with an experience we keep on relieving again and again.
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Tourism
Tourism industry is one of the fastest growing industries in today‟s socio-economic environment and
requires development of extensive skill sets along with a hospitality-oriented mindset. Further
explanation would entail in-depth description of the explanation of the terms “tourism” and “hospitality”,
which while being co-related are also distinctly different.
One of the most common explanations of the term tourism is that it is a social, cultural and economic
activity which involves the movement of people to countries or places outside their usual environment for
personal or professional purposes. Building further on the concept of tourism, a tourist is commonly
defined as a person travelling a distance of at least 80 kms from his or her home for at least 24 hours for
business or leisure or other purposes (Link BC, 2008, p.8). The United Nations World Tourism
Organization (1995) helps us break down this definition further by stating tourists can be:
 Domestic (residents of a given country travelling only within that country)
 Inbound (non-residents travelling in a given country)
 Outbound (residents of one country travelling in another country)
The scope of tourism is therefore very wide and encompasses a large array of activities. Tourism and
hospitality go hand-in-hand and are closely interrelated as hospitality provides the services which helps
to nurture tourism.
Hospitality
Hospitality is one of the oldest professions and continues to be shaped by its history.
The word hospitality comes from the Latin word called – „Hospes’, which has its origin from the word
„Hestis‟. “Hestis” at the beginning meant “stranger, but with time and changes in tongue, it took on the
meaning of enemy or hostile stranger
It is an extremely dynamic professions as the parameters of the hospitality industry keeps changing with
the ever evolving demands and expectations of the consumers i.e. “the tourist”.
The term “hospitality” has come to signify a wide range of activities including
 Lodging
 Food & Catering services
 Leisure and Entertainment
 Conventions
 Travel and Attraction
While the general image that comes to mind while we think of hospitality industry is the hotel, it is just
one sector of the vast industry. Many other trades that come under the hospitality sector are:
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Trades in the Hospitality Industry
Airlines
Airlines come under two different sectors of

Transport and Hospitality. This industry offers its
customers best services on board to ensure
smooth and hassle free travel.
Cruise Ships
Luxury services are provided to the travellers on

board while the ships take them to faraway places.
Trades in the Hospitality Industry
Resorts
There is a hairline difference between a resort and
a hotel. While a hotel provides lodgings to its
guests, a resort provides comfortable lodgings as
well as space for relaxation and recreation.
Luxury Trains
Similar to airlines, Luxury trains provide an
assortment of other services including comfortable
travel to their service list.
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Spa
Spas provide an assortment of services aimed at
satisfying their consumers. Their services include
skincare, body care, hair care, massages etc.
Pubs
Also known as bar, bistro or after hours joint, a pub
serves you food and alcohol on a commercial
basis.
Restaurants
A place where various kinds of food, especially

fast foods can be enjoyed.
Event
It is an occasion of importance where many
people come to participate. It can be a serious or
a joyous event. The event planners take care of
the smooth running of the event and also keeps a
check of the all the guests invited to the event.
Amusement Parks
Parks where fun activities are arranged through,
joyrides like, roller coaster, merry-go-round and
much more. There are shops and restaurants
inside an amusement park for the visitors to shop
and eat.
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Unit 1.1 Front Office Organization and Hierarchy

The front office of an establishment is one the key departments as it is usually the first and sometimes
the only interaction point for the guests with the representatives of the establishment.
Every organization, whether big or small, needs an organizational hierarchy to function smoothly and
efficiently.
A typical front office organization chart looks like:
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Unit 1.2 Duties and Responsibilities of Principal Staff and Their Job Descriptions
Functions Job Description & Responsibilities
 Leads the entire front office staff and serves as

the link between the guests, front office staff
and management
 Schedules tasks of front office employees
 Evaluates job performance, fills appraisals,
conducts training for front office staff
 Resolve guest problems quickly, efficiently and
courteously
 Ensures all SOPs are followed
 Maintain coordination and good communication
with other departments of the hotel
 Process reservations
 Up sell accommodation
 Prepare expected arrival list and departure list
on daily basis
 Documenting special needs of guests e.g.
requests for rooms on non-smoking floors
 First and the last touch point for all guests

arriving or leaving the the hotel
 Managing check-ins and check-outs
 Inputting information in the facilities registry
 Assigning rooms
 Answering any queries guests might have
during their stay
 Serving as the link between guests and other
departments e.g. maintenance department,
F&B etc.
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Guest Services
 Providing information on room rack locations,
room rack rates and room rack operations
 Providing detailed knowledge of guest
services and hours of operations
 Dealing with guest sevice queries and day-
to-day billing
Bell Staff
 Greeting Hotel Guests
 Providing luggage and transportation
assistance
 Special Needs assistance e.g guests with
physical disabilities
Concierge
 Welcoming guests and confirming
reservations
 Acting as a point of reference for guests who
need services or assistance
 Understanding guest needs and providing
personalized solutions
 Maintains the hotel posting system e.g
implementing guest billing instructions
 Maintains th house bank and keeping it
balanced
Front Office Accounts/ Night Auditors  Clarify guests concerns and queries
regarding charges on their bills
 Help guests with services like check cashing,
foreign currency exchange etc.
 Track and Follow up on bills on hold,
deposits and post chages to guest accounts
Front Office Communications

 Maintaining verbal and non-verbal
communication with hotel guests
before/during/after stay
 Maintaining transaction file for all
communication with guests
 Broadcasting information between guests
and other departments of the hotel
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Unit 1.3 Introduction to Bell Desk Operations
The Bell Desk Team performs a wide array of services for the hotel guest:
 Handling luggage both during check-in and after check-out
 Escort the guest to the front desk
 Provide transportation as required by the guest
 Provide customised solutions to any specific requests put forth by the guest e.g. on local places of
attraction, local activities, night life etc
 Page guests as and when required
 Provide courier services
 Mail and Message Handling
 Delivery of Newspapers as per Guest preference
Unit 1.4 Attributes, Qualities and Standard Phrases Required for Front Office Staff
Front office staff members represent the face of the hotel and are the first contact point between the
guest and the hotel. As such the qualities and attributes of the front office staff will have strong impact on
the image and branding of the hotel.
Some of the key attributes of the front office staff are:

 A Smiling Face: A smiling front office staff goes a long way in making the guest feel welcome
 Sense of grooming and hygiene: Well groomed front office staff represents qualities of hygiene,
professionalism, management style, reliability etc.
 Punctuality It is a hallmark of good front office staff. The front desk employee should be punctual
in reporting for their shifts, as well as in the discharge of their duties and responsibilities.
 Courtesy The advantage and necessity of being courteous should be emphasized as it not only
help operations but also ensures better relationship
 Physical fitness Physical fitness is the utmost requirement for all the staff of hotel industry
especially for front-office department as they often are required to work long hours
 Guest oriented Front office staff needs to be sensitive to guest‟s needs and demands and service
them quickly and to their best of abilities
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Standard Phrases of Etiquette

Immense work pressure, long hours of work and maintaining harmony with the clients forms an essential
part of the department. All front line personnel are required to have the ability to communicate or act
effectively with certain etiquette and manners.
 Using magic words like Thank you, Sorry, Please, “May I assist you?” I beg your pardon.
Using these words puts a great impact on the guest and makes him to feel special for an
organization.
 Greeting the guest as per the time of the day.
 Addressing the guest by his name as this gives him/her recognition and guest gets the feeling of
personalised service.
Unit 1.5 Different Sections and Layout of the Front Office

The front office layout is very important for the smooth movement of the guests as well as that of the
hotel staff. More ergonomic is the layout better and more efficiently wills the guest be served.
The major sections comprise the following:

 Bell Desk
 Travel and Tour Desk
 Guest Relations Desk
 Registration
 Reception/Information Desk
 Cashier
 Operator
 Business Centre
 Safety Locker
 Reservation
 Office Section
 Store/Pantry
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A sample front office layout is illustrated below:
Practical Activity
 The trainees prepare a chart paper project, illustrating the various functions within the front office
department, their job descriptions along with live examples elaborating each function
 The trainees to visit different categories of Hotels and make a drawing of various front office
layouts and make a chart comparing relative benefits of each layout
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NOTES
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Exercise:
Choose the correct Option/s
1. The word „Hospitality‟ derived from
Hospital ii)Hospes iii) Greek Language iv) Arabic
2. The different categories of Tourists comprise

i) FIT ii) VVIPs iii) Domestic iv) None of the Above
3. The following activities come under hospitality

i) Lodging ii) Fooding iii) Travel iv) all of the above
Fill In The Blanks:

1. ________________________ is the leader of the front office department.
2. The guest check-in are handled by the ___________________ team.
3. Guests are helped with their luggages by the ____________________.
4. Information about Night club destinations can be obtained from the ____________________.
5. Any guest queries regarding bills are handled by the _______________ team.
6. Information on Guest preferences regarding room types are available with the
_________________________ team.
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CHAPTER - 2
FACILITATE A SMOOTH STAY FOR GUESTS AT
THE HOTEL
LEARNING OUTCOMES:
 Learn how to greet and welcome guests
 Understand reservation/booking and check-in processes for Individuals and Groups
 Learn how to complete the Registration process for different guest categories
Unit 2.1 Welcoming and Greeting Guests as per Organizational Standard

It is commonly said that the first impression is the last impression. From the moment the guest steps into
the hotel every step should reinforce the expectations and aspirations of the guest about the hotel.
The following pointers are important while welcoming a guest at the front desk
 A genuine and sincere welcome accompanied by a smile goes a long way in making the guest feel
welcome
 Addressing the guest by his name helps to make the guest feel more comfortable
 Anticipating the guests‟ need as they approach the front desk helps create the wow factor
 Ability to resolve conflicts quickly and as per the hotel‟s SOP is critical
 Introducing small touches based on local traditions also helps the guest feel welcome
The first five seconds when the guest enters the hotel is of critical importance and should be utilized to
set the tone for the guests‟ entire stay at the hotel. It is critical to forging a long term relationship between
the hotel and the guest.
Unit 2.2 Guest Booking, Reservation and Check-In

“Reservation” may be defined as booking or reserving a room as per the guests‟ choice for a certain
period of time, which is usually the period of stay of the guest.
The status of reservation is usually denoted by codes, which signify the status of the booking. Some of
the commonly used reservation codes are:
 Confirmed - when the booking or reservation is accompanied by payment method and/or billing
instructions
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 Tentative - when payment method and/or billing instructions do not accompany the booking
 Waitlist - When hotel is fully booked or preferred room type is unavailable guests are given the
option of waitlisting their booking
 Company Guarantee - When the reservation is done by the company and billed to the same
company
 Travel Agent Guarantee - When the reservation is done by a travel agent with valid credentials
and payment is guaranteed through a travel agent voucher
Nowadays hotels usually use a reservation software as guests prefer to book rooms online. The software
usually performs 3 kinds of functions - Reserve Rooms, Amend Reservations and cancels reservations.
Guest Check-In and Registration Procedures

This is one of the key functions of the front desk and continues all throughout the day.
The entire process of a guest check-in has been shown through this flow diagram
Some of the critical functions of the guest Check-In process deserve further elaboration:
Check-In Documents & Regulations

It is mandatory for guests to present valid photo identification at the time of check-in
 The primary guest checking in to the hotel must be at least 18 years of age. Children
accompanying adults must be between 1-12 years.
 According to government regulations, a valid Photo ID has to be carried by every person above the
age of 18
 The identification proofs accepted are Drivers License, Voters Card, Passport, Ration Card
 Without valid ID the guest will not be allowed to check in
 PAN Cards will not be accepted as a valid ID card
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Group Check-In Procedures

In case of group check-in the entire group is treated as one guest though individual details of the
members of the group are also noted.
 Usually handled by the Sales team along with the Reservation Team; Reservations are on
guaranteed basis
 The Group is represented by one person called the Group Leader/ Representative
 One reservation card filled for the whole group
 One master folio for the whole group is opened
Unit 2.3 Guest Registration Process

The Guest Registration process follows a set of standard guidelines with certain statutory aspects. It
starts as soon as the guest walks up to the front desk with the following steps in sequence
 Ask for the Last name / First name of the guest
 Find the corresponding reservation record and take a blank registration card (to be printed if
required)
 Registration Card to be presented to the guest for verifying / reconfirming preprinted details like :
o First Name, Last Name
o Arrival Date & Time
o Departure Date, Expected time of departure
o Room Rate
o Room Number
o Room Type
o Method of payment
o Payment & Billing instructions
o Meal Plan
 Request for ID Proof for local guest and Passport and Visa details for foreigners is a must.
Following details to be completed:

 Salutation
 Designation
 Company Name
 Address Home / Business
 City, Country
 Postal Code
 Telephone / Fax / Mobile numbers
 Email address
 Contact Number / Person in case of emergency
 Purpose of Visit
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Passport details:
 Passport Number
 Nationality and Country of Residence
 Date of Birth
 Passport Issue and Expiry Date
 Place of Issue
Visa Details:
 Visa Number
 Visa issue date and Expiry date
 Visa Place of issue
 Type of Visa
 Proposed duration of Stay in the country
 Arrived from
 Proceeding to
 Explain to the guest regarding late checkout policy if any
 Request the guest to sign on the Registration Card.
 Scan / Photocopy of Passport and Visa copy and attach to the registration card.
 Front office assistant to also cross sign the registration card
 File Registration card
The Registration Process consists of seven steps:

 Pre-registration process
 Creating the registration record
 Assigning the method of payment
 Establishing the method of payment
 Verifying the guest identity
 Issuing the room key or access code
 Serving special requests
Pre-registration activities help to accelerate the registration process. This is how a typical registration
card looks like.
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 Guest can be pre-registered using the information collected during the reservation process.
 Pre- registration normally involves producing registration documents in advance of guest arrival.
 Room and room rate assignment, creation of guest folio are part of the pre- registration process.
 The Registration record is a collection of important guest information.
 The registration record requires the guest to write down his or her name, address and other
relevant information.
Verifying the Guest’s Identity is mandatory inclusion during the registration process. Guests are
required to provide photo identification in the form of a passport or a citizen card to ensure positive
identification of the name, address, signature and photograph.
Practical Activity
 The trainees do a role play for the guest registration process
 Collect samples of Registration Card, Check-In Forms and other forms involved in the Registration
Process
 The trainer will guide the trainees about the correct process and hold a discussion session.
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Exercise:
Choose the Correct Option:
1. A Guest is always addressed by his First Name (True or False)
2. A confirmed booking is always accompanied by Payment Details (True or False)
3. A travel agent can make only a tentative booking (True or False)
4. Passport Details are mandatory for Locals also (True or False)
5. For Group Check-In all group members have to fill separate registration forms (True or False)
Fill In the Blanks:

1. A guest checking into a hotel has to be a minimum of _____ years of age.
2. The maximum age of a child can be _______ years.
3. ______ is not a valid check-in document.
4. For a _____________ booking payment instructions are not required.
5. The _____________ card is a statutory requirement.
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CHAPTER - 3
TYPES OF ROOMS
LEARNING OUTCOMES:
 Learning about different types of rooms and their allocation procedures
 Understanding Check-In and Check-Out process followed for different guest types
Unit 3.1 Types of Rooms

Guests stay at hotels with different objectives, while some travel on business, others are out on a family
vacation and still others are just having a stopover between destinations while some are planning a long
and relaxed holiday. Depending on the objectives guests tend to select different room types. While no
two hotel rooms are same they can be broadly categorized using some common parameters:
Parameter Categories Pictures

By Beds- Based  Single Room
on the number of  Double Room
beds in a Room  Triple Room
 Quad Room
By Size- Based on  Standard Room/ Studio

the size of the  Deluxe Room
Rooms  Joint Room
 Suite (Mini/ Master)
 Apartment Style
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BY Amenities -
 City view or Garden view
Rooms can be
categorized based  Kitchen
on the amenities
 Disabled Friendly
available
 Outdoor entrance (cabana
or villa)
 Terrace or balcony
 Minibar
 Jacuzzi bath
By Luxury- A  Standard suite

combination of  Executive suite
Beds, Size and
 Presidential suite
Amenities
 Villa
 Penthouse
Room Allotment - As per Guest Preference

Room allotment or handling of the room inventory in a hotel has direct impact on the hotel‟s top line as
well as the bottom line. It also impacts the development of long term relationship with the client or lack
thereof.
Some standard practices are followed while allocating rooms:

 During Check-In the front office staff verify that the guests have been allocated rooms as per
request e.g. Rooms on Non-Smoking floors, rooms with disability amenities etc
 Confirmed Reservations with specific room requests are always high on the priority list and are
accompanied by a remark like DNM (Do Not Move). This is especially true in case of guests who
are frequent customers
 Room types are again matched to the needs of the guests. For example families usually get
Double bed rooms/ Suites depending on ability to pay; Student groups usually get isolated rooms
so that they do not disturb other guests; business travellers get rooms with single beds
 Next are suite reservations; usually they are blocked 1 day prior to the guests arrival so that the
suites are ready in all respects prior to the guests‟ arrival
 Then there are group bookings for conventions, R&R functions, business conferences. Rooms for
group VIPS/ leaders are usually allocated well in advance; rooms for the group are usually booked
in close proximity to each other
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Newer, well designed hotels have better “room zonings” to facilitate services. Also room inventories are
managed through software nowadays which has made the process more streamlined and the fact that
the software records room preferences helps to build guest loyalty. Another important feature of room
allotments are upgrades/ downgrades:
 Room upgrades are usually affected for guests who have booked directly and especially on days
when business is slow. A guest who has booked a deluxe room can pleasantly find himself
upgraded to a suite on payment of a small charge.
 The reverse is also true; On busy days a non-regular guest can find his suite downgraded to a
deluxe room against a refund of fraction of the booking charges. However hotels try to avoid this
practice as far as possible and use it as a last resort only.
Unit 3.2: Check-In Procedures for Walk-In/ VIPs/ Groups

Walk-In guest
A “walk-in” guest is a term used to refer to a guest with no prior reservation.
Following procedures are to followed while handling such guests

 Welcome the “walk-in” guest with a smile and greeting as per the hotel‟s norms for guests with
reservation, so that he does not feel discomfited
 Enquire about length of stay and room preference
 Check the available room options for the said period
 In case of non-availability of preferred room offer alternate accommodation
 Discuss room tariff, discount and other facilities available in the hotel
 Obtain guest consent and proceed for registration, alternately in case of lack of consent suggest
alternate hotels
VIPs and VVIPs

While all guests in a hotel are considered and treated as VIPs there are certain persons who are tagged
under VIPs by the senior management of the hotel based on their stature and standing in the outside
world or on the basis of their relationship with the hotel.
Qualified VIP guest include:
 State head
 Government officials
 Travel Agency key person
 Senior corporate guest
VVIPs are usually global religious leaders, high earning actors/sportspersons or head of states. While
checking-in a VIP/VVIP the following pointers are to be followed:
 The Reservation team should be aware of any VIP arrivals well in advance and tagged with a VIP
code so that all departments are aware of a VIP check-in
23
 The VIP guest to be welcomed to the hotel by a senior management person and greeted by name
 Room‟s preference of VIPs to be tracked from prior reservations and allocated according to the
history available with the hotel. Amenities provided in the room should be in-line with the status
and cultural background of the VIP
 The VIP guest to be directly escorted to the room and check-I formalities to be completed in the
room itself
 The registration card to be filled-in beforehand with as many details as possible based on earlier
bookings
 Offer a tour of the property as per the guests‟ convenience and make courtesy calls every 24 hours
 Any special requests to be noted down, informed to relevant departments and followed up on
In case of VVIPs all of the above procedures are to be followed along with making suitable
accommodation for the security detail and other entourage members of the VVIP guest. The
accommodation arrangements for the entourage members must be made in consultation with the head
of the various details of the VVIP.
Unit 3.3 Check-Out Procedures

At the end of the guests‟ stay while leaving the hotel certain procedures are followed which are known as
check-out procedures. Check-Out timings are usually from 7 A.M. to 12 Noon. The check-out of the
guest is done by the front office cashier. He is primarily responsible fat settling the guest outstanding
account.
There are usually 2 kinds of check-outs

 Normal Check-Out
 Express/Speedy Check-Out
Normal check-out
Check-Outs occurring between 7:00 am to 12: noon, are classified under normal check-out.
The general procedure for handling a normal check-out is:
 Greet the guest with the ready smile; Confirm the guest intention to check-out of hotel. Details are
cross checked against the details entered during check-in and verified with the guest
 Check for the check out: If so, the late charge should be levied. Examine the current Entries on a
guest account in particular check-out e. g laundry, mini-bar, room service, telephone charge,
messages among other things
 Prepare all the guest's folio/master bill: Prepare all the guest's folio and present the final bill to the
guest for checking accuracy
 Settle the guest account: Provide front office service until guest departure, such as receiving the
room key, checking safe deposit box/ locker, etc, including offer for handling luggage,
transportation to next destination etc
 Update the front office record: AI per the room status list, file the copy of the bill and any vouchers
that need to be kept in case of future reference. Notify all the concerned departments that the
guest has departed, bill to settled and room is vacated.
24
Express/ Speedy check-out

When the guest has to depart quickly without queuing upto the front desk or preparation of the bill a
express/speedy check out option is followed.
 Based on the room rate and duration of stay an advance is taken from the guest at the time of
check-in
 Any charges to the guest room are instantly updated so that the bill can be presented at any given
time
 If payment is by credit card signature of the guest is taken on the voucher at the time of check-in
so that the account team has to fill in the bill amount only
In case of group check-outs the front desk has to make prior arrangements so as to ensure all members
of the group leave with their luggage and after signing for any outstanding bill amounts.
Practical Activities:
 This session will be in the form of “Do it Yourself”.
 Trainees to collect samples of all documents used for check-in and check-out and fill them in
 Trainees to do role play for VIP and VVIP check-out
 Trainees to do role play for group check-outs
NOTES
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Exercise:
Select the Correct Option
1. Different types of rooms based on size include
a) Single Bed b) Villa c) Jacuzzi d) Kitchen
2. Types of rooms based on amenities include

a) Single Bed b) Villa c) Jacuzzi d) Kitchen
3. Rooms should be allocated on the basis of

a) Guest preference b) Hotel‟s preference c) Availability of Rooms d) As per time of arrival
4. While allocating rooms preference is given to

a) Tentative Bookings b) Confirmed Bookings c) Walk-Ins d) Gender of the Guest
5. VIP guests are to be

a) Made to wait in queue b) No check-In to be done
c) Escorted to rooms directly d) Checked-In in order of arrival
6. For VVIP guest security detail

a) Security to be housed in a separate hotel b) No accommodation to be provided for security
c) Accommodated in close proximity to VVIP d) None of the above
7. Check-Out procedures include

a) Presentation of Bills for Checking b) Settling of outstanding bills
c) Handover of keys d) all of the above
8. For express check-outs

a) separate queues are made b) Bills are not presented
c) a minimum of 30 minutes is required d) None of the above
26
CHAPTER - 4
CUSTOMER CENTRIC SERVICE
LEARNING OUTCOMES:
 Learn the importance of customer service in the hospitality industry
 Understanding guest requests and imparting information
 Learn how to contact guests
Unit 4.1 What is Customer Service - Handling Customer Requests

Customer Service in hotels is the single most important criterion which differentiates an ordinary hotel
from an great hotel. It is the single most important criterion which converts a guest”just staying in the
hotel” into a “brand ambassador” for the hotel. The bar of customer servic e has been further raised by
the proliferation of social media in today‟s digitized world.
Here are a few pointers which impact customer service in hotel:

 Personalized Service - A customer is delighted when they feel one actually cares; so a
personable service always ensures a satisfied customer
 Judging Customer Needs - This is an extension of the first point but deserves special mention
because pre-empting customer needs is the differentiating factor. For example providing child
supplies in a family room without being asked for it
 Feedback - To quote Bill Gates” your most unhappy customers are your greatest source of
learning”; customer feedback usually is an indicator whether the system is working or not. The
guest folio is a crucial source of feedback
 On-Time Services - As time is of the essence in today‟s world, providing on-time services helps
create satisfied customers
 Service Etiquette - Apart from timely services maintaining service etiquette as practised in the
hospitality industry is crucial
 Fulfilling Promises - Finally delivering on promised services can help create that “wow” factor
It should always be remembered that service is the soul of the hospitality industry.
27
Unit 4.2 Understanding & Responding to Guest Requests - Interdepartmental Communication

Guests, often make special requests which can range from the bizzare to the mundane. Its the primary
responsibility of the front office staff to process these requests.
A broad outline can help process these requests systematically
Step 1 - Listen to get the facts
Step 2 - Probe and confirm that the request has been understood correctly
Step 3 - Explain what can be done to meet the request or suggest alternates
Step 4 - Confirm if the solution is to the satisfaction of the guest
Step 5 - Use positive affirmation ( Definitely; Will be glad to…..) during the conversation
Step 6 - Take the onus for getting the request processed; Become the one-point contact for the guest
Step7 - Follow up and take feedback from the guest
Its very important to remember that the response time to any request made is also a crucial part of the
service e.g. any e-mailed request need to get get a response within 26 minutes.
Front Office Interaction with Other Departments in the Hotel

The success of a guests‟ stay in the hotel hinges on smooth flow of information across various
departments; front office is the communication hub of the hotel with other departments.
The front office staff interacts with all departments of the hotel, including marketing and sales,
housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources.
These departments view the front office as a communication liaison in providing guest services.
Each of the departments has a unique communication link with the front office staff.
Unit 4.3 Protocol to contact guest in the Room

A guest can be contacted in the room over phone or by a personal visit by the hotel staff. Etiquette to be
followed during a telephonic contact has already been discussed. Here we set the guidelines for entering
a guest‟s room:
 Hotel staff knocks the guest room door thrice.
 Announce. “oneself”
 Wait for two minutes.
 Open the door.
 Announce self and enter the room.
Unit 4.4 Answering Guest Queries and Providing Information

The front desk should be able to categorize guests at the time of registration and provide information
regarding hotel services and amenities without being asked for. This also helps the hotel in increasing
the revenue per guest.
For a guest travelling on business information regarding business center facilities, internet and email
facilities, information on flights to and from the city, airport drop and pick up would be relevant.
For a leisure traveller information on events in the city, shopping destinations, new restaurants etc would
be relevant.
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For a family with children information on children menu, baby cot, babysitting services, children pool and
timings would be pertinent.
Front office staff must be able to anticipate the requirements of a guest and provide relevant information
which helps the guest to enjoy their stay better.
One of the important aspects of front office management is how a staff member is able to ensure that all
important messages from and to the guests are properly maintained and delivered. Messages are
important, as they contain information relevant to the guests. Although, with time, form of messages
have altered, it is imperative that front office is well acquainted with the latest trends.
 In today‟s era, receiving messages is mainly in the form of mails.
 In any hospital sector, a message book is kept at the reception desk.
 This message book consists of the following information:
o Date
o The time the message was taken
o Who the message is for (Dr‟s Name)
o Signature of person taking the message
 Receptionists must always carry a receptionist message folder.
 The most important part is taking the message over the phone.
 The important components that a staff member should be careful about is:
o Putting the name of the recipient
o Putting date and time of the message
o Writing the message clearly – as someone else has to read it
o Getting a contact name and telephone number if appropriate
o Signing the name at the end of the message
 It is better to take the contact number, if the message is important, and if the person needs to be
contacted later.
 The staff member needs to be careful while noting the messages and equally sincere in delivering
the same to the guests on time.
Practical Activity
 The trainees do a role play with one group playing different types of guests and another group
playing the role of the front office team
 Make a list of common queries after interacting with front office staff of various hotels and also list
the probable answers
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NOTES
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Exercise:
1. Customer Service includes
a) Providing On-Time Services b) Fulfilling Promises
c) Taking Feedback d) All of the above
2. One of the most crucial factors in providing outstanding service is

a) Filling the Registration card correctly b) Greeting the customer at all times
c) Arranging transportation d) Anticipating customer needs
3. The correct steps to answering guest requests does not include:

a) Listening properly b) Writing down the request
c) Suggesting solutions d) taking onus
4. The staff should, after knocking, wait outside before entering a guest room for
a) Till given permission b) 3 Minutes
c) 2 minutes d) Enter immediately
5. An email request from a guest should be attended to in

a) Within 1 Hour b) within 1 day
c) As per convenience d) None of the above
6. A guest with family should be provided information regarding

a) Bar Facilities b) Business Center
c) Nightlife in the City d) Children Pool
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CHAPTER - 5
HANDLING GUEST QUERIES & COMPLAINTS
LEARNING OUTCOMES:
 Learn common queries raised by guests
 Understand why customers complain and how to handle them
Unit 5.1 Handling Guest Queries

Based on the category of guests front office has to be adept at handling multiple queries and providing
solutions.
Queries can again be categorized into the following categories

 Queries for Front Office
 Queries for Other Departments
Queries for Front Office can again be categorized into:

 Related to Hotel Services
 Related to Services Outside the Hotel
Queries related to Hotel Services can be categorized into the following:

 Business Center
 Medical Assistance
 Safe Deposit Box
 Foreign Exchange
 Travel related queries
 Foreign Exchange
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Queries not related to Hotel Services can again be categorized into the following:
 Restaurant Reservations
 Amusement Parks
 Movies
It is crucial to remember guests can always come up with special requests and the hallmark of an
efficient front office staff is to resolve the queries to the satisfaction of the guest.
Unit 5.2 Handling Guest Complaints

While any hotel would strive to have a zero complaint scenario it is inevitable that some guests would
have complaints. What separates a professional from an amateur is how the complaint is
redressed/handled. Before understanding how to handle complaints its important to understand why
guests complain. Guests complain only when their expectations are not met. Once we have understood
that complaints are a part of the hotel business we need to look at how to handle complaints:
Some dos and don‟ts with regard to handling guest complaints:

Dos . . .
 Listen to the guest - Its important to give the guest a patient hearing without any interruptions
 Show Empathy - Acknowledge the issue raised and show empathy for the problem being faced by
the guest
 Promise to act on the feedback they have given
 Refunds - Considering compensating the guest for the inconvenience faced (full or partial) which
also demonstrates to the customer serious intent of the hotel staff
 Eliminate the Problem- Try to identify the underlying causes leading to the complaint and Act on a
permanent solution to the issue.
Don’ts . . .
 Be defensive and give excuses
 Tell the guest that they are the first person ever to mention this problem
 Take the feedback personally
Practical Activity
 Conduct a role play with the trainees on handling customer complaints
 Trainees to visit hotels, make a list of common queries and their resolution subsequently checking
them for effectiveness
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NOTES
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Exercise:
1. The correct way to handle customer queries is
a) Pass them on to concerned department and forget it
b) Tell the customer that they are ignorant regarding the solution
c) Get the relevant information and share it with the customer
d) Ignore the customer
2. Seeking customer feedback

a) Is a way to resolve future complaints b) A waste of time
c) Meant to fill the register d) An unhealthy practice
3. Some of the cardinal rules to be followed while handling complaints is

a) Exhibit empathy b) Give a patient hearing
c) Try to resolve the complaint d) All of the above
4. When a customer makes calls up regarding information available with another department
a) Tell the customer to call the desired extension
b) Forward the call to the relevant department
c) Try to bluff the customer saying nobody is available
d) Tell the customer to wait for sometime
5. A sure shot way to anger a customer is to

a) Tell him he is wrong b) Tell him nobody before him had a similar complaint
c) Get angry with him d) all of the above
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SKILL PAPER – 2
36
CHAPTER - 6
COMMUNICATE WITH CUSTOMER AND
COLLEAGUES
LEARNING OUTCOMES:
 Methods for effective communication with different departments in the organization
 Communicating effectively with the customers
 Building rapport with the customers
Unit 6.1 Methods of Effective Communication With Different Departments In The Organization
Communication skills are the most important criteria in the modern age. Be it verbal or non-verbal. A well
exhibited communication skill increases guest experience. Communication skill is also important to
exhibit with colleagues too. Good communication skill must be learnt and trained into; it is not an
acquired art. Here are few suggestions for an effective communication skill.
 Employee training- The employees must be trained to communicate in circumstances like handling
with complaints, attending to guests and also helping in the process of documentation like making
bills, reports and other needful things.
 Listening to employees- communication is a
bridge that gaps the difference between the
employer and employee. It is very important for
the employer to listen to the employees, because
it is them who deals with the customer directly, so
the opinion of the employees is important
 Training staffs on attending to guests- staffs
should be educated or trained to attend to guests.
The person who is in charge must know how to
deal with problems and cater to the solution in a
best way.
 The reflection technique- this is the best way of communication, i.e. to observe the behaviour of the
customers. Some guests behave in best of the manner and gets with long conversation. Few
guests are curt, but the employees must behave in the most polite manner regardless of the
manner of the guests.
Confidence is taken to an ultimate level, to work better and approach the customers in the best manner.
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Unit 6.2 Communicating Effectively With Customers

Here are ways to communicate effectively with the customers:
 Keeping it apt and simple- The communication between the customer and the employee must be
very apt to the point and simple. To make a person remember your words and thought you must
speak brief and to the point.
 Having a positive attitude- This has always been the
most important role-play of being successful. Being
positive changes the entire scenario and the outcome
 Treating customers correctly- When it comes to
dealing with customer, employees must know the
correct way to speak to women, elderly people,
children and men
 Customer expectation- It is very important for the
employee to understand the expectation of the
customer and cater to his or her needs. Active listening
forms the basis of this
 Customer dissatisfaction- If the customer is dissatisfied by any means the employees must know
how to solve the matter and get the best feedback from the customer.
These are the ways by which customers can be dealt and communicated well with.
Uncommon queries from guest and ways to deal with it- It is sometimes seen that customer may not be
always correct; their query might be from strange to strangest.
 Getting a query and reacting in a manner by not showing a
negative emotion is important. A customer might have a
baseless question but it is an employee’s best to handle
and solve it.
 Being positive and reflecting positivity reflects a good
image
 Listening reflecting and inquiring- In remaining cool and
asking open ended questions and finally listening to the
query reflecting or thinking about the same inquiring and finally coming up with a best result.
 Ability to understand the situation- Although the situation and the query is strange, the other
person facing the situation is real to understand the situation it is important to step into the shoes
decide and answer effectively.
Unit 6.3 Building Rapport with the Customer

Ways to build rapport with the customer are:
 It is important to respond back to the customers for their queries and questions regarding any
issues either through phone calls, messages or e-mails.
 The employees from time to time must promote suitable products and services that must be helpful
to the customer.
 Once the customer is sorted with the query ask for the feedback whether the customer has been
satisfied with the same
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 Once the rapport has been built and the customer trusts the employees, there can be upselling of a
particular product or promotion of the same. If the customer has an interpersonal relationship with
the employee then promotion and upselling shall get a positive result.
A friendly rapport between a receptionist and a customer during a first meeting builds up a long-term
relationship.
 The receptionist should always break the ice between him/her and the customer. The receptionist
must understand what types of conversation does a customer prefer more, viz. humorous, or
intriguing.
 The receptionist should be more conversant so that while conversing, he/she can match with the
tenacity of the customers.
 The customer needs to be given information on the different services of the hotel clearly by the
receptionist. This is usually done in order to build up the trust.
 A receptionist should take follow ups related to the necessities of a particular customer to build up
the trust between them. If the receptionist makes a commitment to a customer then he/she should
try to fulfil it.
 One must remember that the well-being of a customer adds a feather into the cap of a receptionist.
 The receptionist should always pay attention to the needs of the customers and value them as
well. If he/he takes care of the little things of the customers then it makes a huge difference for the
survival of the hotel in the hotel industry.
 There is a different treatment for familiar customers as the staff members usually know them
beforehand so; it does not take much time to fulfil their needs unlike unfamiliar customers.
39
Practical Activity
 This session will be in the form of a video session.
 The trainer will show the trainees a video related to the effective ways of communication, both with
the colleagues and with the guests.
 The link is: https://www.youtube.com/watch?v=w5paHINM3BQ
 The trainer will discuss the important points once the video is over.
NOTES
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Exercise:
Fill in the Blanks
1. Fill in the blanks:
2. Communication skills are _____________________________.
3. Communication is a bridge that gaps _______________________.
4. The communication between the ____________________ must be very apt to the point and
simple.
5. Being positive and reflecting positivity reflects _________________________.
6. Once the rapport has been built and the customer trusts the employees, ____________ can be
done.
41
CHAPTER - 7
MAINTAIN CUSTOMER- CENTRIC SERVICE
ORIENTATION
LEARNING OUTCOMES:
 Significance of treating the customers with respect and in a friendly way
 Ways to improve customer satisfaction rating
Unit 7.1 Significance of Treating the Customers with Respect and in a Professional Way
 All front office employees should be well trained immaculate in appearance, attentive, and also
have a positive attitude. The personal behaviour should be very polite matured. Must be
compassionate and have the emotional stability to understand problem
 While answering a telephonic query the employee must be capable enough to be apt, prompt, well
conversed and polite.
 Customer treatment is very important by anticipating needs and catering to the same
Telephone Etiquettes:
Transferring the customer’s call following the right protocol is very important in a hotel. Proper telephone
etiquettes create a positive impact of the hotel in the customer’s mind.
For transferring customer’s call, it is very important to know the different departments of a hotel.
1. Inform the customer and give the customer the option to refuse
Mr. Sharma, I would like to transfer your

call to the F&B Service Department for
better service. Is that ok with you?
42
2. Give the caller the transfer information. Offer the direct number in the first call
You will be speaking to Rahul in our

restaurant. However, if the call does not
get through, call him directly on
1800180180
3. Let the customer know what to expect
You may hear some static or beep sound

while I transfer your call. It is normal and
once the sound stops, Rahul will answer
the call.
4. Always thank the customer!
Thank you for your patience Mr

Sharma, I am sure Rahul will be able to
serve you the best
5. Make sure the call goes through. Keep an eye on the line to make sure it goes through.
43
To broaden the horizon of business in the hotel industry, one requires understanding the nature and the
needs of the target customers.
 The front office receptionist need to first establish a

cordial relationship with the target customers.
 Target customer is all about a particular person,
his/her needs and nature unlike target market which
states more about the potential customers.
 The receptionist of a hotel needs to understand what
type of customer is he/she is before understanding the
needs of them.
 He/she must interact with the target customers and
consider his/her feedbacks on the services, provided
by the hotel. This also further helps the receptionist to
understand their nature after an hour-long
conversation with them.
 Feedbacks are considered to be most important form
of communication to improve the stance of the hotel in the market arena.
 The feedback of the target customer is followed by his/her needs that is, what type of rooms does
he/she prefers and what are the services do they need.
Keeping in Mind the Profiles of Expected Guests

The first and foremost responsibility of a receptionist is to understand and keep in mind the profiles of the
expected guests, arriving in the hotel.
 The more one understands the profiles of the expected guests, the more one can cater them the
services of the hotel.
 It is about delving into the details of the profiles of the customers.
 A brief conversation with the guests helps one to break the ice with them.
 He/she after long conversation will be given a form to fill it up in order to understand the profile of
the expected guest.
 Profile comprises of the personal information of an expected guest. This includes his/her name,
place of birth and living, identification card, family members, and other information.
 It is only after the conversation and filling up the form, one will discern the profile of the guest in a
better way to cater them the services of the hotel.
 It is while catering the services of the hotel to the expected guests, one need to keep in mind their
profile, and their requirements.
 When the formalities get completed then ask the guests about recommending the services and the
name of the hotel to their relatives and friends.
 If a familiar guest arrives in the hotel then the receptionist must ensure that most of the formalities
are done beforehand to showcase how they are cared for unlike the other guests. This establishes
trust between the guest and the receptionist.
 One also needs to keep in mind the financial status of the guests that is, whether they can afford
the rooms or not.
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Communication has always been a two-way street.
Feedback from customers is a must for effective communication as it

gives you first-hand insights into your faults, and gives you an
opportunity to grow as well. It also makes the customer feel valued. It
is also a good idea to share customers’ reviews with other guests, as it
lends credibility to the brand.
You can gather customer feedback by presenting them a comment card or
feedback form at the end of their meal, or send them occasional emails
asking for their views on your hospitality.
Unit 7.2 Customer Satisfaction Rating

Customer satisfaction is of prime importance in any service oriented industry, especially the Hospitality
Industry. The term hospitality is about making the customer feel comfortable and the growth of a
hospitality business revolves around its content customers.
To be successful, organizations must look into the
needs and wants of their customers. That is the
reason why many researchers and academicians
have continuously emphasized on the importance
of customer satisfaction, loyalty and retention.
Customer satisfaction is important because many
researches have shown that customer satisfaction
has a positive effect on an organisation’s
profitability.
Maintain standard of etiquette and hospitable conduct:

A front office receptionist is often the first face visitors to your office see.
They are largely responsible for the first impression people have about a
company. The disposition of a front office receptionist is vital to company
operations, and his/ her level of courtesy can have far-reaching
consequences. Proper training for this role is essential, as well as clearly
outlining what is expected of the employee throughout her workday.
45
Appearance
The appearance of a front office receptionist is important, and a dress
code should be enforced. His personal hygiene must be well attended
to, and his overall grooming should be neat and orderly. If your
company has a casual dress code, it should be noted that certain
pieces of clothing are not appropriate, such as shorts, short skirts and
revealing tops). If the person has tattoos, these should be covered up.
Phone Conversations
A front office receptionist should respond quickly to phone calls and answer callers with enthusiasm in a
professional manner. Receptionists should be discouraged from unprofessional behaviour such as
chewing gum or eating during calls, leaving callers on hold for an excessive period, being short with
people even during hectic times as well as keeping personal conversations to a minimum.
Customer Relations
A front office receptionist should also be well schooled in
handling different types of customers. It's easy to deal with
pleasant people, but when it comes to irritated or angry
customers, all reason may fly out the door. Train a receptionist
in handling difficult customers and provide a set protocol that
they can follow when this occurs, such as giving the customer a
discount to make her happy or getting her in immediately to talk
to a manager.
Electronic Communication
As more companies rely on email for interoffice and public
communication, it has become more important for front office
receptionists to work on their e-skills as well. They should be
instructed on the proper way to answer emails as well as given
a timeframe for responses. In addition, they should be educated
on what is considered to be appropriate for email
correspondence within your company. Professionalism should
be maintained at all times, especially when dealing with the
public.
46
Importance of Gaining Customer Satisfaction

Customer satisfaction is important because it provides
marketers and business owners with a metric that they can use
to manage and improve their businesses. Below are the
reasons why customer satisfaction is vital for any industry:
 It gives a clear indication of customer loyalty and enables
the management to understand how likely the patron is to
come back to enjoy the food and service of the
establishment.
 It helps the establishments to differentiate itself from other similar establishments of the same
category and bank on that element in the business strategy to move forward.
 High customer satisfaction reduces negative word of mouth. McKinsey found that an unhappy
customer tells between 9-15 people about their experience. In fact, 13% of unhappy customers tell
over 20 people about their experience.
 It’s cheaper to retain customers than acquire new one. It costs six to seven times more to acquire
new customers than it does to retain existing customers.
 High customer satisfaction reduces negative word of mouth. McKinsey found that an unhappy
customer tells between 9-15 people about their experience. In fact, 13% of unhappy customers tell
over 20 people about their experience.
 It’s cheaper to retain customers than acquire new one. It costs six to seven times more to acquire
new customers than it does to retain existing customers.
In recent years, consumers have placed greater importance on the quality of customer service than on
the price and quality of products alone. As we entered 2016, it appears that this consumer behaviour
trend will continue through 2016 and beyond. Below are some latest customer service market trends
from 2016 onwards.
 Mobile technology: The use of smartphone has been growing rapidly for several years now. Still,
many companies have been slow to adapt their websites and infrastructure to accommodate this
technological growth – however, this has changed significantly since 2016.
A recent Vision Critical study shows
that 84% of CIOs of customer-
centric companies are focusing on
improving mobile customer
experiences.
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A ComSA ComScore report shows that mobile users already outnumber PC users for Web access
(approximately 2 billion mobile users versus about 1.6 billion PC users.)
The ComScore report also states that in 2016, mobile search queries will outnumber those m ade from a
PC by more than 27.8 billion.
Mobile is the king now, and customer services needs to adopt “mobile – first” mindset to stay in touch
with the patrons
 Active on all channels of communication: Gone are the
days when companies could only use phone and email options
for customer service. These days, consumers expect easy
access to customer service in every way possible. This
consumer behavior trend has been evolving steadily in recent
years, and has become the norm from 2016 and continues in
2017 and 2018.
 Use of Social Media: Since 2014, companies have started

communicating with consumers on social media. This is primarily because more and more
customers expect companies to address customer services issues on sites such as Facebook and
Twitter.
In a March 2015 report, eMarketer predicted that Facebook and Twitter will account for a full one-third of
all digital advertising by 2017. Since it’s obvious that companies are pouring huge amounts of capital into
social media advertising, it also stands to reason that these companies must increase their service
support presence on these sites as well.
To prevent lagging behind in competition, it is imperative for every company to establish a strong social
media presence.
 Live Chat: Live chat is no longer an option for company websites. In a 2015 research study
conducted by Forrester Research, live chat adoption among contact centers rose from 30% in
2009 to 43% in 2012, and 58% in 2014, and this number is still growing even to this day.
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Many consumers still prefer one-to-one conversation with the establishment representative. For a long
time, this meant traditional phone support, but more and more consumers now expect a live chat option
for real time customer service and sales support.
Hospitality Industry experiences very uncommon and unscheduled requests all the time. These types of
requests are taken and dealt smoothly if one can keep calm and think rationally without causing the
customer a bad experience. To handle eccentric requests in the best possible manner, adopt the below
methods:
 Listen patiently to get to the facts
 Clarify the request by probing into the need of the customer
 Let the customer know what you can do and what
alternatives you can offer
 Use positive words like, “Certainly”, “ I will be happy / glad to ”
 Do not pass on the request and take personal responsibility
 Follow up
 Give information to the guest regarding what can be done or
what is being done or difficult to do.
Practical Activity
 The trainer will ask the trainees whether they have understood the chapter or not.
 In this activity, the trainer will ask the trainee some questions related with the different types of
target customers, their likes and dislikes, common and uncommon requests.
 The trainees will answer the questions of the trainers.
 At the end of the session, the trainee will be given an accolade for their answer.
49
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Exercise:
State whether TRUE or FALSE:
1. The couples have more inclination for rooms, situated at a quiet place. [ ]
2. The business travellers are more likely to pay a princely amount for the rooms in a hotel. [ ]
3. The guest relation manager should be more conversant so, that while conversing with the
customers he/she can match with the tenacity of the customers. [ ]
4. The dire need for adapters, gifts, doctors, cell phone, and any other pivotal things by a customer
are also treated as uncommon requests. [ ]
5. Proper telephone etiquettes create a positive impact. [ ]
51
CHAPTER - 8
MAINTAIN STANDARD OF ETIQUETTE AND
HOSPITABLE CONDUCT
LEARNING OUTCOMES:
 Learn about the etiquettes and manners
Unit 8.1 Standard of Etiquettes and Conduct
“Good Manners are for everyone”

“Be courteous to everyone: from CEOs to stay-at-home moms”
Etiquette is a set of unwritten rules of behaviour that applies to social situations, professional workplaces
and relationships. In industries and workplaces, professional etiquette means that you act professionally
and exercise proper manners with colleagues as well as clients. Good business etiquette is a valuable
skill-set that differentiates an individual from others.
Significance of Professional Etiquette and Behaviour:

In business, the relationships one builds are important to
maintain. Professional and polite etiquette is the way to build
good relationships in workplace, specifically by exhibiting
top-notch communication skills.
Practice active listening whenever talking to clients or other
professionals. When it is your turn to speak, be clear and
concise, and avoid jargon that your audience would not
understand. Add a smile and a handshake so that others
find you pleasant to work with.
While talking to guests:

 Always smile and carry a soothing expression on your face.
 Speak softly and clearly with normal accent.
 Maintain eye contact even if momentarily.
 Keep your hands on your sides or behind your back while standing with a guest.
52
While Walking:
 Maintain even pause.
 Walk on the left side.
 Allow a guest to pass through a door first.
While Talking to Colleagues:

 Speak softly and politely, especially within guest areas.
 Do not use abusive language.
 Be aware of the tone for telephonic conversation.
Courteous Behavior:
 Groom yourself to understand the guest requirement.
 Anticipate the needs of a guest in advance.
 Maintain professional relation with guests even if they treat you as friends.
Attention to Details:
When guests arrive at our hotels, Guest Relation Managers only
have a few minutes to make a great first impression. There are a
number of traits that executives need to adhere to. However,
communication skill and effective listening are most essential.
Active listening is majorly responsible for good customer
feedback. It is through active listening that details from guests can
be recorded and worked upon.
It involves the following steps:
 Comprehension is shared meaning between guests and
agents in a communication transaction. This is the first step
in the listening process.
 Retaining is the second step in the process. Memory is essential to the listening process because
the information can only be used if it is remembered.
 Listening is an interaction between speaker and listener. Often guests come up with various
demands. It is important to understand what can be entertained and what cannot.
 Active listening involves the listener observing the speaker's behaviour and body language. Often,
for irate customers, body language helps to fathom the meaning.
 Listeners put aside their own emotions and ask questions and paraphrase what the speaker says
to clarify and gain a better understanding.
Exchange of verbal and non-verbal information and data within the employees and departments of an
organization is known as workplace communication. Employees in an organization may hail from
different strata of the society, cultural background.
Communication is crucial in order to keep unity among all employees and restrain from any missed
deadline or activity that could affect the company negatively.
53
Practical Activity
 This activity will be in the form of a Chart Paper session.
 The trainer will divide the class in to 2 groups and then ask each group to make a list of different
standards of etiquettes that needs to be followed.
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Exercise:
Fill in the blanks:
1. Etiquette is a set of unwritten rules of ________________.
2. Professional and polite etiquette is the way to build ______________.
3. Active listening is majorly responsible for good ____________________.
4. Listening is an interaction between __________________________.
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CHAPTER - 9
MAINTAIN IPR OF ORGANIZATION AND
CUSTOMERS
LEARNING OUTCOMES:
 IPR and Patent Laws of an Organization
 Importance of IPR for a Company
 IPR Infringement
 Industrial and Political Espionage
Unit 9.1 IPR and Patent Laws of an Organization
Intellectual Property:
Intellectual property (IP) refers to the original creations of the mind, such as inventions; literary and
artistic works; designs; and symbols, names and images used in commerce. Intellectual Property is
protected in law, which enables people to earn recognition or financial benefit from what they invent or
create.
The purpose of intellectual property laws is to encourage new technologies, artistic expressions and
inventions while promoting economic growth.
When individuals know that their creative work will be protected from others
stealing it and claiming their own and that they can benefit from their labour,
they are more likely to continue to produce things that create jobs, develop new
technology, and make processes more efficient around us.
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Patents and Trademarks:

Patents protect an invention from being re-made, sold or used by
individuals or groups other than the original creator for a certain period
of time in exchange for the public disclosure of the invention.
Inventors may not assume that their creation is patented unless they
apply and are approved for a patent by the government of the country.
Trademarks are created to protect the names and identifying marks of
products and companies. The purpose of trademarks is to make it easy
for consumers to distinguish competitors from each other.
Patents and Trademarks both fall under intellectual property and are
protected by Intellectual Property Rights or (IPR).There are strict laws in
place to protect intellectual property rights.
Importance of IPR for a Company

Intellectual property (IP) rights are valuable assets for any business IP rights:
 Sets the business apart from competitors
 Can be sold or licensed, providing an important revenue stream for the company
 Can offer customers something new and different
 Forms an essential part of marketing or branding strategies of the company
 Can be used as security for loans
Intellectual Property is a wealth creating machine, which gives you legitimate ownership with image of a
trustworthy organization. Every business house relies on intellectual property rights, spending millions of
dollars to secure their intellectual properties.
In the light of current competitive environment in global market, innovation is the key for every business
that leads to development of intellectual property. Identifying, developing, and leveraging innovation
provides the competitive edge every company strives to achieve. Thus it is of utmost importance to
identify and protect the Intellectual Properties of any establishment
IPR Infringement
"Infringement” is the violation of intellectual property rights, with respect to patents, copyright, and
trademarks, and can be a breach of civil law or criminal law, depending on the type of intellectual
property involved.
Patent Infringement:
In case of patent infringement, a suit has to be filed before the District Court or the High Court within
whose territorial jurisdiction the case has fallen. The compensations that a court may grant would include
an order, which would give the applicant of the case an option to claim money for damages or a part of
the profit incurred by the infringement.
The court may also order that the goods and materials which are found to be infringing shall be seized,
forfeited or destroyed, as the court deems fit under the circumstances of the case without payment of
any compensation.
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Trademark Infringement:
In case of Trademark, statutory protection is available to both registered as well as unregistered
trademarks. They are given both civil as well as criminal remedies for infringement or passing off. A Suit
for Infringement has to be filed before the District Court or the High Court under whose territorial
jurisdiction the case falls.
The proprietors of the trademark as well as licensed users have the option to initiate criminal prosecution
against the infringers. The Criminal Remedy provides for imprisonment starting from six months up to
three years or fine of Rs. Fifty thousand which can be extended to two lakhs or both.
Unit 9.2 Industrial and Political Espionage

Espionage or spying in common tongue is the gathering of secret and confidential information without
the permission of the holder of the information.
Espionage can be committed by an individual or
group, recruited in the service of a government or a
company, or operating independently. The practice is
done in secret, and is illegal and punishable by law.
Political Espionage is a practice mainly carried out to
gather military secrets other nation’s governments to
threaten the national security of those nations
Industrial Espionage is a form of espionage conducted
for commercial purposes instead of purely national
security. Economic and industrial espionage is most
commonly associated with technology-heavy
industries, including computer software and hardware,
biotechnology, aerospace, telecommunications, transportation and engine technology, automobiles,
machine tools and so on.
Unit 9.3: Importance of IPR and Secrecy

We all are aware of the fact that a company’s or a hotel’s trade secret is something that every associated
member requires protecting. However, it is also important to remember that in addition to maintaining
trade secret, one also requires upholding the confidentiality of the customers.
Even if there is no particular law that governs secrecy in hospitality industry, there are various things that
a front office executive has to maintain regarding confidentiality when working in the hotel industry.
 Safeguarding financial data
In the present times, a majority of customers do
prefer paying their bills or interacting financially with
a hotel with a swipe of a card. Due to this process
taking place on a daily basis, hotels may gain
certain financial data (sensitive). It is essential for a
front office executive to maintain professionalism
and not misuse those data.
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 Clarifying the policies

Hotels have certain guidelines regarding the privacy of customers coming to stay at their place. Not
only the customers but the employees too have to abide by the rules. It is essential for the front office
executive to clear those guidelines and educate the customers about the level of expected privacy.
 No personal association with third party

A hotel cannot work on its own. It has various associations with
vendors and third-party units. It does not imply that a front office
executive can divulge any information regarding the hotel or the
customers staying at that place.
All in all, we can understand that secrecy is an important aspect
that helps run a business, especially in hospitality industry, with
discipline and trust. And violation of it is strictly not acceptable.
Practical Activity
 The trainees will be divided into groups of 4 and they will prepare a chart paper project on IPR and
the classifications of IPR laws. The best project will be displayed on the classroom bulletin board.
NOTES
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Exercise:
State TRUE or FALSE:
1. The purpose of intellectual property laws is to encourage new technologies. [ ]
2. Patents protect an invention from being re-made, sold or used by individuals or groups.
[ ]
3. Trademarks are created to harm the names and identifying marks of products and companies.
[ ]
4. In case of Trademark, statutory protection is available to both registered as well as unregistered
trademarks. [ ]
5. The Criminal Remedy provides for imprisonment starting from six months up to three years or fine
of Rs. Ten thousand. [ ]
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CHAPTER - 10
FOLLOW GENDER AND AGE SENSITIVE
SERVICE PRACTICES
LEARNING OUTCOMES:
 Know how to handle gender and age specific customers
Different genders and ages have different requirements during their

services. In this section, we are going to discuss the service procedures
for different genders across all ages.
Professional behaviour and etiquette combined with some specific
procedures is required to age specific guests in a hotel. Below are a few
instructions, one needs to adopt for rendering excellent service
especially to women.
 On arrival, greet the woman courteously and open the door for her
first and then her male partner, if she is accompanied by one.
 Escort the woman to the reception area and if required, seat her
first by pulling the chair out.
 While handling food servicing menus, give the first menu to the woman and then to the man. If it is
a group consisting only of women, start from your left and hand the menus.
There is a likely chance that an elderly or aged people might visit the
hotel. It has to be kept in mind that they need some specific kinds of
service to assist them. Below are the some pointers to render good
service to aged customers.
 Be patient with them.
 Hold the door ajar for them for a while to get in the restaurant
 Greet them cheerfully and politely as soon as they enter.
 Guide them to the lobby or reception area carefully.
 Politely and patiently escort them out of the establishment.
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Practical Activity
 This activity will be in the form of a “Video Session”.
 The trainer will show a video to the trainees that outline the importance of saying the right words at
the right time.
 The link is: https://www.youtube.com/watch?v=tWnaKsmQ6k8
NOTES
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Exercise:
Complete the Sentences:
1. A workplace hygiene policy is an effective way to ____________________________.
2. Messages are important, as they contain __________________________________.
3. Quality is critical to_______________________________
4. The origin of the term "Gender Sensitive" implies __________________
5. Every guest must be treated with
63
SKILL PAPER – 3
64
CHAPTER - 11
CUSTOMER QUERY AND COMPLAINT
MANAGEMENT
LEARNING OUTCOMES:
 Types of standard queries
 Cashiering Activities and Night Auditing Procedure
Unit 11.1 Types of Standard Queries

Structure & Method - Standard Phrases
Attending customer call is a very important aspect when it comes to handling customer. When you are
talking to a person face to face, showcasing your actual emotions is easier compare to when you are
talking to someone over the phone. If the customer misinterprets your tone, then it may go in the wrong
way. So tone is very important and along with that there are certain phrases which are safe to use and
also keeps the customer satisfied with your service.
Transferring the customer‘s call following the right protocol is very important in a hotel. Proper telephone
etiquettes create a positive impact of the hotel in the customer‘s mind.
Some phrases to be used:

1. Listening and empathizing with the customer
Sometimes you may not agree with the customer, but remember "Customer is God", therefore do not
show your frustration rather use empathetic noises and phrases:
 I understand how you feel…
 I appreciate your patience...
 Thank you for keeping your trust on us.
2. Apologizing and accepting responsibility

Angry customers can prove t be a disaster and thus needs to be calmed down. The word "sorry" can
come very handy. Always avoid phrases like - "Is was not our fault" or "There must be some
misunderstanding"
 I apologise/am sorry for any inconvenience caused.
 I am terribly sorry for all the trouble.
 Please accept my/ our apologies.
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Customer Engagement:
Building loyalty among the customers is a tricky task, and cannot be accomplished. Effective and
proactive communication goes a long way in retaining customers and boosting their loyalty towards the
hotel. In this section, we discuss some vital points for customer engagement.
 Loyalty Programs: Retaining the customers
Loyalty programs play a major role in appealing customers back to the restaurant. Offer your gues ts
reward points that redeem into discounts or a free item on your menu, to keep them coming back for
more. Customize your loyalty programs according to your customer base and type of establishment.
 Greetings and Special Offers on personal occasions:

Delight your customers by sending greetings clubbed with exclusive offers on their special occasions.
Most people go out to celebrate their birthdays and anniversaries, and when you send them a
personalized greeting, chances are they‘ll remember you when deciding where to eat or celebrate.
Offer your guests a discount, or give them a meal on the house. Apart from increasing customer delight,
this is also a great method to improve sales as the person celebrating, usually comes in with their friends
who end up ordering more.
 Keep your customers updated:

Keep your customers updated by informing them about the latest happenings in your establishment. Tell
the customers about the social media campaign you are about to start, or the live band you hired to
perform this weekend. It is an excellent idea to make a calendar of events, and sending it to your
customers so that they can block their dates for future visits.
Whether it‘s the launch of a new dish, hiring of a new pastry chef, or celebrating your Silver Jubilee of
the establishment, include your customers in the celebration of your milestones.
 Feedback:
Communication has always been a two-way street. Feedback from customers is a must for effective
communication as it gives you first-hand insights into your faults, and gives you an opportunity to grow
as well. It also makes the customer feel valued. It is also a good idea to share customers‘ reviews with
other guests, as it lends credibility to the brand.
You can gather customer feedback by presenting them a comment card or feedback form at the end of
their meal, or send them occasional emails asking for their views on your hospitality.
The Escalation Process

One of the most crucial job responsibilities of the Guest Relation Manager is to handle guest enquiry or
complaint.Any Guest Relation Managers should groom their staff members about handling guest
enquiries and complaints.
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1. Guest comes with a complaint - Lesser the number of complaints, the better is the brand of the
hotel. However, accommodating countless guests, from diverse backgrounds and with different
tastes, may lead to occasional cases of dissatisfaction. Complaints are brought to the notice of the
Front office department. Complaints are mainly related to:
 Inferior quality of general services
 Cases, where special and unusual requests have been ignored or not fulfilled on time
 Inadequate information about amenities and tariffs
 Conflict of interest
2. Handle properly - Complaints must be handled properly, keeping calm and composure. All
complaints must be first responded to with a polite apology, followed by true promise of resolving the
grievance at the earliest.
3. Escalate - In case the resolution of a given complaint is not under the purview of the employee, it
must be immediately escalated to the concerned officials, according to the stipulated Escalation
matrix.
4. Follow up - The Front Office staff member, after escalating an issue / complaint to the concerned
official, must not wash his / her hands off the case but follow up periodically to ensure that it gets
resolved on time and the guest is pleased with the services.
Unit 11.2: Cashiering Activities and Night Auditing Procedure

Audit process & its features
Hotels operates round the clock, non-stop. So a system must exist to review the accuracy of the
accounting records which can be classified as of guest and non-guest. An audit process is meant to fulfil
this need. The audit is a daily review of guest account transaction recorded at the front desk against
revenue centre transactions. This routine work guarantees the accuracy, reliability and thoroughness of
Front Office accounting. The Front Office audit also includes non-guest accounts. A successful audit
helps in:
 Balanced and guest accounts
 Balanced non-guest accounts
 Accurate account statements
 Appropriate account credit monitoring
 Timely preparation of reports
The front office audit is normally called night audit, hotels generally perform it during the night. During
late evening or night most of the hotel outlets, if not all, are closed and allows the audit jobs to be
performed without any hindrance. The daily charging period of hotel is the hotel day or otherwise called
accounting day. The night closes the books on one hotel day and opens on the other.
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Functions of the Night Audit (Night Auditor)

The night audit is concerned with the following functions:
 Verifying posted entries to guest and non-guest account.
 Balancing all Front Office accounts
 Resolving room status and the discrepancies
 Monitoring guest credit limits and de-allocating high balance accounts.
 Producing operational and managerial report.
The night auditor should be familiar with accounting details, the operational procedure and the biggest
credit restrictions. The night auditor prepares daily summary of cash, cheques and credit card
transactions that occurred at front desk. He also prepares various operating statistics like occupancy
percentage, room revenue, etc. All these data reflect the front office's financial performance of a day.
The night auditor summarizes and reports the results of operations to Front Office Manager and these
data are used to prepare various statistical analyses.
Features of Night Audit:

Establishing 'End of Day'
Front Office Department of a hotel must decide a time, which is considered to be the end of its
accounting day or hotel day. An 'End of Day' is simply an arbitrary stopping point for the business day.
The front office must establish an end of day so that the audit can be considered complete through a
specific and consistent point of time. Usually the closing time of various revenue producing outlets or
when there are least activities is considered to be the end of day, immaterial of the hour of the day. The
period when the accounting day ends and until the audit work is complete, is called audit work time.
Cross Referencing
Various departments of hotel classify and record all the transactions as cash, credit (charge) or paid-out.
They are posted to guest and non-best folios. A voucher is used to communicate transactional
information. Transactional documentation is important to have accurate records and effective control;
and is the basis for data input for front office accounting system. For control purpos es and accounting
system should have supporting documents to verify each transaction. Various supporting documents like
restaurant bills, guest folio, etc. provide cross reference information. Night auditor checks room rate
postings on bill folios against the housekeeping report of occupied rooms and front office room rack. This
is called bucket check. Similarly, F&B postings to bill folios and non-guest folios are based on vouchers
sent to front desk. The cross reference is done with the help of the F&B sales summary. The review of
daily postings conforms to the accuracy of front office accounts to the records of revenue producing
departments.
Account Integrity
Internal control helps to perform audit job accurately. It is an internal control that no single person should
be responsible for accounting of all transactions. If a single person in is responsible then mistakes will
not be detected. That is why auditing is not done by the person who posts various transactions. The
audit process is complete when the totals for guests, non-guests, and departmental accounts are proven
correct all are in balance. Auditing is considered incomplete as long as it presents an out of balance
position.
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Guest Credit Monitoring

The credit monitoring depends on factors like floor limit, house limit, reputation of guest and status of a
guest as a potential credit risk. At the close of each accounting day, the night auditor should identify
those accounts that have reached a drink or crossed the credit limits. These accounts are called high
balance accounts. A report listing these is called high balance report.
Audit Posting Formula:

Previous Balance (PB) + Debits (DR) – Credits (CR) = Net Outstanding Balance (NOB)
PB + Charges – Payments Received = NOB
EXAMPLE:
Suppose a guest has Rs. 20000 as his previous balance on a particular day. On that day he has
availed services and facilities worth Rs. 3000, and made payment of Rs. 15000 at Front Office. At
the end of the day the net outstanding balance of that account will be:
Rs. 20000 + Rs. 3000 – Rs. 15000 = Rs. 8000
Night Audit Procedure:

The main objectives of night auditing are:
 Correction of Front Office accounting errors, if any, and
 Creation of Accounting and Management Reports
In the night audit process various accounts are compared with source documents and entries.
Discrepancies found must be corrected so that Front Office accounting system is in balance.
The various steps of Night Auditing are:

1. Check posting: It is the duty of the hotel staff to post various transactions onto the proper folio as
and when they arrive at front desk. The night auditor must confirm about the posting before starting
audit process. Charges posted with wrong date will confuse guests and complicate cross -referencing.
Incomplete posting will result in errors in account balancing and complicate summary reporting. To
verify this Night Auditor checks all vouchers and their postings on the proper folios.
2. Reconcile Room Status Discrepancies: Errors in room status can lead to loss of revenue,
confusion at Front Office, uncontrollable room revenue or omission in posting. The Night Auditor
reconciles discrepancies between Housekeeper‘s report and Front Office room status report. If the
Housekeeper‘s report says that a room is vacant while the Front Office report does not say so, then
the possibility can be:
 Guest has departed and forgotten to check out.
 Guest might be a skipper.
 Front Office Cashier must not have closed the folio properly at check out.
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If such situations arise, then the Night Auditor closes the folio and keeps it aside for Front Office
Manager to review and follow-up.
3. Verify Room Rates: The Night Auditor completes a Room Revenue & Count Report. This shows the
rates and selling prices of rooms. If a discount is given, the Night Auditor considers the following
factors
 Whether the discount rate is correct or not as per the policy of the hotel
 Is that a shared reservation?
 If the room is given on complementary, he checks back-up documents.
This report forms a basis for Room Revenue Analysis.
4. Balance All Departments: The Night Auditor balances all revenue producing departments using
source documents. He balances all Front Office accounts against departmental transaction
information. Vouchers received at Front Desk are totalled and compared with departmental sales
summaries. When the Front Office accounting system is out of balance, the correctness and
thoroughness of accounting postings must be investigated. A detailed department audit is conducted
and individual posting reviewed until the Front Office account error is corrected.
Note: Mathematical balance in guest accounts against departmental totals does not necessarily mean
that the proper accounts were selected for posting. Posting the correct amount in an incorrect account
would still present an in-balance total. This type of error usually goes unnoticed until a guest has a
problem with validity of an entry in the statement.
5. Verify No-Show Reservations: Night Auditor is also responsible for filing and posting charges to no-
show account. This should be done very carefully as at times a duplicate reservation is done or a
separate data is created as the name of the guest was misspelled at the time of reservation. At times
if cancellations are not recorded correctly, guests might be billed incorrectly.
6. Post Room Rates and Taxes: Posting of room rates and taxes take place at the end of day. After
these are posted, a Room Rate & Tax Report is generated for the Front Office Manager to review.
7. Prepare Reports: Night Auditor prepares reports that indicate the status of Front Office activities. The
reports which are prepared by the Night Auditor are
 Final Departmental Detail and Summary Report
 Daily Operations Report
 High Balance Report / High Risk Report
 Group Occupancy Report
 VIP Occupancy Report
The daily operations report is very important as it reflects into revenues, receivables, operating statistics
and cash transactions related to Front Office. The group occupancy report consolidates the groups,
rooms occupied by them, number of group members, revenue generated by them, etc. In addition to
these some other reports specific to the property are also generated.
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8. Deposit Cash: The Night Auditor prepares a cash deposit voucher as part of the night audit process.
He compares the posting of cash payments and paid-outs with actual cash in hand.
(Cash payment – Paid-outs = Cash in hand)
9. Clear or Back up the System: In Front Office accounting system totals must be cleared at end of
day. This is done by simply moving the closing balance from night audit report to the opening balance
of the next day‘s report. In mechanized system the account is brought down to zero and this is
controlled by the Night Auditor. Sometimes a separate card called Z-Card is used to verify this, which
is attached with the night auditor‘s report. In computerized system a back-up is copied on a storage
device and stored safely.
10. Distribute Report: Since the Front Office information is sensitive, the Night Auditor must deliver
reports to authorized individuals. The distribution of the night audit reports is the final step of night
audit process, and it is important to Front Office operation. Important managerial decisions can be
made if all night audit reports are completed accurately and delivered on time.
Duties and Responsibilities of Night Auditor:

Night Auditor is an official of the hotel who performs certain audit functions in respect of the revenue
accounting. This audit function is carried out in the night and that is why the incumbent is known as Night
Auditor. The night audit is performed in the night because the guests‘ accounts and the departmental
sales accounts and records are closed and submitted at midnight. Moreover, all the restaurant bills,
records, vouchers and documents become free and can be made available for auditing in the night as
there is less of activity in the Front Office at that time. The functions of Night Auditor are as under:
1. Room Audit: The room sale of the hotel is checked with the help of the following records and
documents:
a. Guest Registration Card
b. Guest Arrival Sheet – Arrival-Departure Register
c. Guest Departure Sheet - Arrival-Departure Register
d. Housekeeper‘s Report
e. Night Receptionist‘s Room Sales Report
The Night Auditor is to ascertain the total number of various types of rooms sold during the day and
compare the same with the total amount of room revenue reported and accounted for. In case of
discrepancy he has to check each guest account to find whether the room charges have been made
correctly. He is also to see whether each room sold has been duly charged.
2. Audit of Departmental Credits: The hotel has several sales outlets like restaurants, bars, room
service, telephone, swimming pool and other minor operational departments. Each credit sale in each
of their departments is charged to the guest account in the Front Office. Each credit voucher raised by
the departments is simultaneously posted to guest bill and to the debit of guest account maintained
through either visitor‘s tabular ledger or through any mechanical system. At the end of the day the
Night Auditor should ensure that the total credits as per the departmental sales summary tally with the
departmental credit totals of the tabular ledger or that of the machine balances. In case of
discrepancy he has to check the posting of each credit voucher and reconcile the departmental
credits.
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3. Checking the Brought-Forward Account in Guest Account: The Night Auditor verifies all the
brought forward balances of guest accounts with the corresponding carry forward balances of the
previous day. He has to check each guest bill in the process.
4. Checking the Credits to the Guest Account: The guest account can be credited by allowances,
cash payments or transfer to city ledger. The total amount of allowances, cash payments and city
ledger transfers as per guest accounts (i.e. either as per machine balance or as per total of the
relevant columns in VTL) should tally with the allowance journal, cash collections (as per cashier‘s
report) record of daily city ledger transfer respectively.
5. Checking the Daily Trial Balance: After reconciling both the charges and credits to the guest
accounts the Night Auditor has to ensure the arithmetic accuracy of the guest billing through the
following equation:
(Dr)Daily Brought Forward Balance + Departmental Credit Sales
= (Cr) Allowances + Payments + City Ledger + Carry Forward Balances
The above balances can be obtained from the departmental total of the VTL of from the memory of
the machine under mechanized system of Front Office Accounting.
6. Preparation of the Daily Sales Recapitulation: After completing the day‘s audit, the Night Auditor
has to prepare a sales recapitulation based on the departmental sales records submitted to him for
verification. The sales recapitulation shows the day‘s sales under various heads like room, food,
laundry, telephone, swimming pool and other sales or income.
Standard Operating Procedure (SOP)

An SOP is a set of instructions specific to an operation that describes the activities necessary to
complete tasks in accordance with industry regulations, provincial laws or even by the standards set by
an individual to run the business.
An SOP is vital in all businesses where quality standards exist. SOPs are policies, procedures and
standards one needs in the operations, marketing and administration of a business to make it
successful. Implementation of SOP can create:
Efficiency
Consistency and reliability in service
Prevention of errors
Healthy and safe environment
Protection of employees and customers
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No two businesses will have an identical collection of SOPs. Below is a listing of just a few typical SOPs:
Production and Operation

•Production line steps
•Equipment Maintenance
•New Employee Training
Finanace and Administration

•Accounts receivable and Payable Process
Market Sales and Customer Service

•Approval of external communications
•Preparation of sales quote
•Acknowledgement/Solution of complaints
Employing staff
•Employee orientation and training
Practical Activity
 This activity will be in the form of a ‗Lab Session‘ where Trainer will guide the trainees to fill up a
night audit form and complete a mock final bill preparation.
 The trainer will guide the trainees or will take help from an expert.
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Exercise:
Answer in Brief:
1. What do understand by customer satisfaction?
2. Explain escalation process with the diagram.
3. What do you mean by night audit process?
4. What is SOP? Explain in your own words
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CHAPTER - 12
MAINTAIN HEALTH AND HYGIENE
LEARNING OUTCOMES:
 What is cleanliness, Hygiene
 Food Safety And Hygiene Standards As Stipulated By FSSAI, HACCP And ISO 22000
Unit 12.1 What is cleanliness, Hygiene

The guidelines for sanitation in the hotel business are amazingly high. As a guest relation manager, it's
your obligation to meet and surpass them all day and all night. Your housekeeping staffs work hard to
achieve that, however it is your obligation to see that your visitor and your staff are glad.
The significance of cleanliness and sanitation in hotel is a standout amongst the most fundamental
needs for general administrators and division heads. Proficient cleaning administrations enable you to
surpass neatness objectives by guaranteeing:
 Guest satisfaction with all areas of your property from doors to rooms.
 Positive remarks on survey locales over every single social media channels.
 Repeat business in light of reliably positive client encounters.
 Backup for those circumstances when on location housekeeping staff is in need of help.
 Dependably clean offices that interest to business and tradition visitors.
 An intriguing, sterile condition for both customers and in-house staff.
Few cleaning process cannot be handled by the in-house housekeeping staff, therefore these works are
required to be out sourced. These regular cleaning include:
 Regular washing services that will keep the parking, sidewalks and entrance area clean and
welcoming for the guests.
 Unpleasant odour should be removed from everywhere of the property and that can be done with
industry proven solutions.
 System ducts and air purifiers should be installed to maintain fresh and healthy indoor air quality.
 Carpets all over the property should be cleaned with steam cleaning process.
 All furnishings and drapes should be clean and stain free.
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Importance of Hygiene:
The first thing that the customer sees on visiting a hotel is the cleanliness of the area. Thus it had to be
made sure that the area and its equipment like the furniture, floors, linens, and service equipment are all
clean and placed in proper order. This not only gives a positive impression on the customer and creates
a comfortable ambience, but also keeps the place hygienic at all times.
 Use a tray to carry the crockeries but keep in mind to not overload.
 Take away anything that is dirty out of the sight of the customer.
 Wipe the table with a sponge or a clean damp towel.
 Check floor and surrounding area for food and other debris. Clean floor with hand vacuum or
sweeper when necessary.
 Clean highchairs, booster seats and extra chairs and return them to the proper storage area.
 Once the linens have been cleaned thoroughly, hang them in the open air to dry. Hanging linen in
bright sunlight will help to bleach the fabric and prevent yellowing.
 Before ironing, set it on a medium heat. Spray starch on the linens and then iron out the creases.
Personal Hygiene- Safe health practices:

 Hand washing: Hand washing is one of the easiest, basic and most effective ways to maintain
good hygiene all the time. Hands must be washed and dried before serving the guest. It should be
done after restroom use, between tasks and if work is interrupted.
For hand washing to be effective, washing must include the backs of the hands, palms, and
exposed arms, between fingers and under fingernails. Hands should be rubbed vigorously with
soap for a minimum of 20 seconds, then rinsed and dried with a clean paper towel.
Do not use a cloth towel as it would have been previously used by others.
 Infected Employees:Employees with the following symptoms should notify their supervisor
immediately:
o Fever
o Sneezing and coughing
o Diarrhoea or vomiting
o Sore throat with fever
o Jaundice
Employees should not be allowed near the guests, sanitize equipment or perform other duties that
present potential for possible contamination for the guests in the hotel.
 Fingernails and Jewellery: While serving or attending the guests in a hotel, employees should:
o Keep their fingernails trimmed so they are easy to clean and dirt doesn‘t accumulate
underneath.
o Wear gloves when working with food if wearing nail paint or artificial nails.
o Avoid wearing jewellery on the arms and hands. This does not apply to a plain ring such as a
wedding band.
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 Cuts, Wounds and Sores:All cuts, wounds or open sores on the hands and arms must be
covered by a waterproof bandage. Single-use gloves must be worn over any bandage on the
hands and fingers while performing duties.
 Clothing: Employees should wear clean uniforms while performing duties like attending guests at
the receptions area, attending room service, preparing or serving food products or washing and
sanitizing equipment and utensils, etc. Personal belongings should be stored away from every
hotel areas. If employees routinely change clothing at the establishment, a clean room should be
provided for this use.
 Eating and Usage of Tobacco: Eating and tobacco use of any kind are activities that should take
place in designated areas only. The designated area should be located where no contamination of
food or equipment can occur.
Unit 12.2 Food Safety and Hygiene Standards As Stipulated By FSSAI, HACCP And ISO 22000
The Food Safety and Standards Authority of India (FSSAI)
In India, the Food Safety and Standards Authority of India (FSSAI) is the apex food regulator. It is
empowered by and functions under the Ministry of Health and Family Welfare, Government of India.
The FSSAI implements and enforces food regulations as prescribed in the Food Safety and Standards
Act, 2006 (FSS Act). The FSS Act is an Act of Parliament, popularly known as the Food Act. Previous to
the FSS Act, there were a number of food legislations. All these have been consolidated into a
homogenous whole in the FSS Act. The regulations of the FSS Act became effective in 2011 with FSSAI
as its regulatory body.
In the FSSAI regulations, food products fall into two

categories — standardized and non-standardized. The
standardized food products are those for which standards
are prescribed and do not require product approval prior to
manufacture, sale, distribution, or import.
Non-standardized food products do not have standards as

their safety parameters are either not known or not yet ascertained. Presently, FSSAI has standardized
only 380 articles of food in 16 categories. So all other foods require product approval if they are not listed
among these 380 food items.
Foods Imported into India have to follow the FSS Act, Rules & Regulations If the food articles are
standardized, the importer only needs a FSSAI license to import them. The importer also needs to
comply with FSSAI regulations for sale and distribution of the food products.
Some of the other FSSAI compliance criteria for labelling of imported food include:
 Language on labels must be in English as per FSSAI Regulations, 2011
 ―Vegetarian‖ or ―Non-Vegetarian‖ must be declared by affixing the symbol for ―Vegetarian‖ or ―Non-
Vegetarian‖ on packages
 Mention name and complete address of the importer in India
 Mention net weight or number or measure of volume of contents
 Mention batch number or lot number or code number, and FSSAI license number
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 Mention month and year in which the commodity is manufactured or prepared

 Declare ―Best Before‖ date on the package
 Mention nutritional information or nutritional facts per 100 grams or 100 millilitres per serving of
food product on the label
 Name and address of the manufacturer should be mentioned on the label
 FSSAI logo and license number of the importer should be available on the label
Hazard Analysis and Critical Control Point (HACCP)

HACCP explains itself as:
―Hazard Analysis and Critical Control Point (HACCP) is focused on the development, implementation
and improvement of a food safety for any organization in the food supply chain based. HACCP is based
on 7 Principles which are outlined in the Codex Alimentarius Commission (CAC) which deliver effective
control of food safety.‖
 Benefits of HACCP: Showing a genuine responsibility to sustenance security through HACCP
consistence can likewise change your image and go about as a viable section to-showcase
instrument, opening up new business around the globe. Also,
 Framework - Establishing, implementing and demonstrating an vigorous Food Safety
Management System
 Customer satisfaction through delivery of products for meeting customer satisfaction which
includes quality, safety and legality
 Reduces the risk of financial penalties by reducing operating costs and thereby ensuring safe
food delivery
 Ability to win more business particularly where procurement specifications require
certification as a condition to supply.
 Legal compliance ensures that your organization complies with statutory, regulatory and
contractual requirements.
 Operational efficiency by adopting proactive approach through means of Hazard identification,
defining and monitoring of critical control limits, product traceability, verification and validation of
product and control of nonconformities in sync with HACCP plans there by increasing the
effectiveness of your overall food safety management system.
International Organization for Standardization (ISO 22000)

The ISO 22000 group of International Standards tends to nourishment wellbeing administration.
The results of hazardous sustenance can be serious and ISO's food safety management model enables
association to recognize and control sustenance well-being perils. The same number of the present
nourishment items more than once cross national limits, International Standards are expected to
guarantee the well-being of the worldwide sustenance production network.
The ISO 22000 international standard specifies the requirements for a food safety management system
that involves the following elements:
 Interactive communication
 System management
 Prerequisite programs
 HACCP principles
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Practical Activity
 A chart paper session will be conducted where trainees will be divided into 4 groups and will draw
or paste pictures of correct hygiene practices.
 At the end of the session, the trainer will discuss the outcome with the trainees.
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Exercise:
Write brief notes on (3-4 sentences) the following:
1. What is the importance of cleanliness and hygiene?
2. In your words explain the following along with their full forms:
a. FSSAI
b. HACCP
c. ISO 22000
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CHAPTER - 13
MAINTAIN SAFETY AT WORKPLACE
LEARNING OUTCOMES:
 What are hazards & Identifying work hazards
 Purpose and Usage Of Protective Gears While Working
Unit 13.1 What are Hazards & Identifying Work Hazards

Workplace Security and Safety
Threats to the workplace can come from anyone like contractors, security guards, members of the
public, clients, as well as employees and their friends and family.
A workplace‘s security and safety procedures for all crimes should incorporate specific security and
safety procedures for domestic and sexual violence and stalking. These policies and procedures should
also address crimes occurring on business property, including provisions covering contractors,
customers and other non-employees.
General Workplace Safety

Employers or unions can conduct an overall safety audit of the workplace with the assistance of law enforcement
or the security department. Some general workplace safety procedures that need to be adopted by an
establishment to make the place safe are listed below:
 Individuals who are not employees nor patrons of the organization have to present identification
proof to the security before entering the work premises
 Employee information should be kept secured under password
protected software to prevent easy access and exploitation
 If the establishment has a parking lot, it should be adequately
lighted and under CCTV surveillance
 All area of the workplace should be under CCTV surveillance
 Through background checks should be conducted before
employing someone
 The company should conduct safety training so employees know
how to access assistance for themselves or others in case of
danger
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 The company should retain any threatening emails or voicemail messages, record all threatening
acts or behaviour, in case legal action in the future
Safety Measures for Female Employees

It is for the employer to create a positive atmosphere at the workplace where a woman is encouraged to
come to work, secure in the knowledge that she will be treated with dignity, respect and will be protected
from harassment. Below are some safety measures and procedures that one needs to maintain at
workplace for safety of women.
 At the time of orientation, women in organizations are to be made aware of their rights, facilities
and actions that they can initiate regarding sexual harassment
 To have a Code of Conduct agreement in place to be affirmed annually by employees and vendors
with clear defining behavioural norms, especially for males with female
employees
 Payment of salaries directly into bank accounts to avoid any kind of
harassment by supervisory staff over subordinate women
employees/casual women employees
 Setting up of a sexual harassment committee reporting to the Managing
Director or a senior member of the management and headed by a
woman.
 Strict disciplinary action against those found violating the code of
conduct to ensure that it is not repeated.
 Organizations with pan-India presence to have regional heads as members of the committee.
 The majority or at least two women to be on the committee, one from the staff and one from
management.
 Every office to have a representative reporting to the committee.
 Every complaint verbal or written to be documented and investigated promptly by the committee
and appropriate action must be taken, irrespective of the person being a senior, supervisor,
colleague, staff, customer or vendor.
 Smaller organizations to be made to appoint an external sexual harassment committee.
 Women employees to be assured of speedy redressal, confidentiality of their complaints and
protection from reprisal
Helpline Numbers
During an emergency, it is very difficult to remember a long string of number amidst all chaos and
confusion. Thus emergency numbers are devised for quick recollection during an emergency and calling
for help.
Emergency or help line numbers are usually very short containing 3 to four digits. The helpline numbers
for India are:
 100 for Police
 101 for Fire Extinguishing Services
 102 for Ambulance
 108 for Emergency Disaster Management
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Potential Security Threats to Domestic and International Tourists

In the current political and socio-economic scenario, the risks faced by travellers are high, especially
when they are travelling away from their usual place of stay. Today, the probability of risk that an
individual will be a victim of terrorism, international conflict, health hazard or natural disaster is very
considerable. If the tourism industry is going to be successful, a thorough understanding of international
and domestic tourists' perceptions of risk and safety is required.
a) Types of Security Threats to International and Domestic Tourists

The five major risks associated with tourism are:
 Terrorist activities like taking hostage or bombing public or tourist places.
 War and political instability like possibility of becoming involved in the political turmoil of the country
being visited.
 Health or biological hazards like epidemics, viral infections.
 Crimes like possibility of being robbed, becoming a subject of rape or murder.
 Cultural and language difficulties like communicating with foreigners, cultural misunderstanding,
inability to adjust to a foreign way of life and standards.
b) Standard Procedures for Terrorist Attacks

In case armed terrorists manage to enter the establishment and hold up staff/ guests/ others as
hostages, the following action should be taken by the authorities, besides the quick reaction team
engaging the terrorists:
 Inform the Police
 Initially, all the guests should stay back in their respective rooms and those in veranda etc. rush
into the nearest room. Panic Movements like running out towards door to escape should be
avoided initially. They should close the doors from inside and lie low in the room to escape random
firing.
 The security guards should be identified gate-wise. They should rush out from their positions with
the keys of the concerned gates to open them for safely sending the guests out as and when
possible. They shall check that the area outside is clear of miscreants and a passage is available,
and open the gates when told to do so by teachers/ nodal security officer.
 If the location of the terrorists is known and there is safe passage available from the other rooms to
any of the gates, the guests under the leadership of managers should be taken out in a single file
without making any noise.
 In case of any doubt, there should be no movement and establishment authority should wait for the
police to arrive, contain the situation, surround the terrorist and provide a secured passage for the
guests to move out from their respective places to outside the establishment.
Standard procedures in case of fire

 Try not to endeavour to put out the fire
 Try not to endeavour to rescue gear or protests – you are putting yourself in danger
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Always remember to follow the below rules:

 On the off chance that you are the last to leave the premises, close the ways to contain the fire
however don't bolt them.
 Utilize the closest stairs and exit, as long as it is free from smoke; generally, look for another
departure course.
 Take after the guidelines given over the PA framework.
 Try not to utilize the lifts.
 If there is smoke, crawl out of the building.
 Try not to stop at or close to the exit. Leave the route free for other individuals emptying the
building.
 Go straightforwardly to the gathering point.
 Don't return the emptied working under any conditions until the point when you get particular
directions to do as such from the building's administration.
Fire Suppression
 To keep fires from occurring in the first place, it is a very good idea to make cleaning the hoods a
part of your employees‘ regular routine.
 Proper makeup air regulation can go a long way towards optimizing ventilation and temperature
throughout your entire establishment.
Safety Signs
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Unit 13.2 Prevention Of Accidents

If workplace is cleaned on regular basis, accidents are rare to take
place. In other words, we can say that a filthy surrounding in hotel can
cause frequent slips, falls, trips and other such accidents. If the floors
are dirty and quite slippery, these accidents are sure to take place. In
order to prevent injuries, ensure that the floors are regularly cleaned
and place anti-slip mats, wherever it is needed the most. If the floor is
wet, put up a sign to warn your employees, guests and other visitors.
Only a clean and safe hotel can gain popularity and trust of its guests
and be successful.
Apart from cleanliness, the following should be strictly followed:
 Work clothes are to be kept in clean and proper condition:
The kitchen, cleaning and other employees and staff should wear
clean and good clothes. Any hole or tear can cause exposure to
fire or hazardous materials.
 Drink, smoke and eat only in the designated areas, especially where there are no hazardous
materials kept or used: Any hazardous material in the areas where the employees and guests
will eat, drink or smoke can cause in ingesting or inhaling the materials. Therefore make sure that
such harmful materials are kept away from these places.
 Contaminated to be removed or cleaned: Often fire or other such accidents can happen due to
dirty clothing (of employees or staff or used for cleaning). Such clothing must be kept at safe place
or rather removed from the hotel.
 Hazardous material storage places should be cleaned: Often due to sudden spilling of these
materials fire or other bigger accidents can take place. Care should be taken and security is to be
applied for these places. Any sudden spill should be immediately noticed and cleaned. After clean
up, the cleaning material should be disposed of as well.
Practical Activity
 A chart paper session where trainer will divide the class in 5 groups and ask the trainees to
prepare a list of the PPEs.
 A mock fire drill will be conducted by the trainers for the trainees.
Practical Activity
 This session will be in the form of ―Group Discussion‖.
 The trainer will divide the trainees into four to six groups.
 The groups will be instructed by the trainer to discuss on the Necessity of Hygiene.
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87
Exercise:
Write brief notes on (3-4 sentences) the following:
1. What do you understand by workplace safety?
2. Write 5 safety measures that should be followed for women
3. Draw the different safety signs.
88

Guest Relation Manager - Full Book

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SKILL PAPER 1, 2 & 3

Orion House, 28, Chinar Park, Rajarhat Road

2. Always be punctual for every class.

5. Pay attention to what your instructor is saying or showing.

understand the concepts better.

Trainer or co-participant for practice.

electricity and with tools.

GUEST RELATION MANAGER

Trades in the Hospitality Industry

Airlines come under two different sectors of

Luxury services are provided to the travellers on

Trades in the Hospitality Industry

A place where various kinds of food, especially

Unit 1.1 Front Office Organization and Hierarchy

Functions Job Description & Responsibilities

 Leads the entire front office staff and serves as

 First and the last touch point for all guests

Front Office Communications

Unit 1.3 Introduction to Bell Desk Operations

Some of the key attributes of the front office staff are:

Standard Phrases of Etiquette

Unit 1.5 Different Sections and Layout of the Front Office

The major sections comprise the following:

A sample front office layout is illustrated below:

2. The different categories of Tourists comprise

3. The following activities come under hospitality

Fill In The Blanks:

Unit 2.1 Welcoming and Greeting Guests as per Organizational Standard

Unit 2.2 Guest Booking, Reservation and Check-In

Guest Check-In and Registration Procedures

Check-In Documents & Regulations

Group Check-In Procedures

Unit 2.3 Guest Registration Process

Following details to be completed:

The Registration Process consists of seven steps:

Fill In the Blanks:

Unit 3.1 Types of Rooms

Parameter Categories Pictures

By Size- Based on  Standard Room/ Studio

By Luxury- A  Standard suite

Room Allotment - As per Guest Preference

Some standard practices are followed while allocating rooms:

Unit 3.2: Check-In Procedures for Walk-In/ VIPs/ Groups

Following procedures are to followed while handling such guests

VIPs and VVIPs

Unit 3.3 Check-Out Procedures

There are usually 2 kinds of check-outs

Express/ Speedy check-out

2. Types of rooms based on amenities include

3. Rooms should be allocated on the basis of

4. While allocating rooms preference is given to

5. VIP guests are to be

6. For VVIP guest security detail

7. Check-Out procedures include

8. For express check-outs

Unit 4.1 What is Customer Service - Handling Customer Requests

Here are a few pointers which impact customer service in hotel:

Unit 4.2 Understanding & Responding to Guest Requests - Interdepartmental Communication

Front Office Interaction with Other Departments in the Hotel

Unit 4.3 Protocol to contact guest in the Room

Unit 4.4 Answering Guest Queries and Providing Information

2. One of the most crucial factors in providing outstanding service is