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PERSONALITY SPIRIT
Pleasantness – good manners  Seek out what guest really want
Eagerness – willingness to serve  Place your guest’s needs ahead of you
Respect – Courtesy  Ignore distractions
Sense of Responsibility – what one does and  Reach beyond expectations
say is important  Invest in yourself
Orderly Mind – methodical and accurate work  Team-up with co-workers
Neatness – indicates pride
Accuracy – paramount importance HEART
Loyalty – make good teamwork  Honesty
Intelligence – common sense  Empathy
Tact – doing the right thing at the right time  Appreciation
Yearning to be a good FO Associates – love of
 Respect
work
 Tolerance

Service Management Program – focus on

3C’s of Guest Magic
meeting customer’s needs and allow hotel to
 Connect
achieve its financial goals
 Contribute
 Conclude
Perfecting Service
 Focus on the guest
Platinum Rule – treat guest as they would like
 Understand the role of guest-contact
to be treated
employee
 Weave a service culture into education
Classification of Guest
and training system
1. Very Important Person
 Thrive on change
(VIP) – Well renowned guest
2. Very Very Important Person
Moments of Truth – customer comes into
(VVIP) – Highly renowned person
contact with any aspect of the company
3. Free Independent Traveler / Foreign
Individual Tourist
First Impression & Last Impression – you only
(FIT) – Traveling alone
get one chance to get it right
4. Joiner – Joining another guest

5 Foot Rule – verbal

Complaints
10 Foot Rule – Eye contact and smile
- An expression of resentment or
displeasure
Spirit of Hospitality – a positive attitude or
- To make protest
feeling of pride
Why do people complain?
- Result of series of little things
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Nature of Complaints Customer expectations in complaint:

Mechanical - To be treated courteously
- Heat, Light or Power - Satisfactory result
- Furniture - To be believed
- Vending Management - Someone to take responsibility
- Keys - To believe that the management values
- Plumbing them
- Appliances Complaints are Sales Opportunity not Threats
Service
- Delays Complaints Handling
- Assistance - Apologize immediately and take steps
- Rooms to correct the fault
- Telephones - Never argue with a guest
- Food & Beverage Delivery - Do not try to excuse
- Room Service - Ensure all complaints are settled within
- Personnel the hotel
Staff Attitude - Politeness is of outmost importance
- Rude
- Insulting Steps in Handling Guest Complaints
- Derogatory Avoid Conflict
- Careless - Say “how can I help you?”
- Overfriendly - Guide away from others guest and staff
- Uncooperative Listen
- Insensitive - Allow guest to tell his story
Unusual - Do not interrupt
- Weather - Try to identify his needs
- Pets Show Sympathy
- Transportation - Apologize
- Closing Time - Show concern
- Display humanity
What causes complaints? - Avoid arrogance
- Staff has failed to do something - Invite them to sit down
- Guest has been kept waiting Do not justify
- Staff has misunderstood the guest - Avoid making excuses
- Guest expect something which is not - Give explanations to satisfy an
provided identified need for an explanation
- Staff has forgotten to do something Ask Questions
- Guest feel that he is not getting value - Make sure you know all the facts
for money - Confirm that you have identified his
- Staff forgotten to pass on message need
- Equipment and supplies are broken, Agree & Take Action
damaged or missing - Make sure you get his agreement to
your proposed course of action
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- It is wrong to buy your way out of
trouble
Follow up and Feed-back
- Make sure that the action taken is
completely satisfactory
- Take preventive actions to avoid re-
occurrences of complaint
- Give feed-back to the guest
Benefits of Derived from Guest’s Complaints
- Highlight guest’s views and needs
- Reveal weaknesses in standards and
systems
- Provide free quality control
- Highlight priorities
- Provide free auditing
- Identify training needs
- Provides information about the
competitors
- Allow retaining a customer
- Prevent re-occurrence of event
- Develop staff morale and
interdepartmental communication
Reservation
- A request for a room accommodation
where in the most important outcome
is having the guest room of your hotel
ready and waiting when the guest
arrives
- The first contact for the guest or person
making the reservation
Selling Rooms – the act of reservation
Reservation Card – a preprinted form for
making a reservation at a hotel
Essential Information:
o Arrival and Departure Dates
o Number of Nights
o Number of Person
o Number of rooms required
o Type of rooms required
o Price
o Guest personal information
o Quality of the reservation
Nonessential Information:
o “nice to know” data
o ETA
o Special request
o Discounts and
Affiliations
o Smoking and nonsmoking
preferences
Reservation Codes – sequential series of
alphanumeric combination that provide the
guest with a reference for a confirmed or
guaranteed reservation
Cancellation Codes
- sequential series of alphanumeric
combination that provide the guest
with a reference for a cancellation
- also referred as Cancellation Number
First Person Contact – initiated by the guest
Second Person Contact – made by a friend,
associates, relatives or agent
Third Person Contact – reservations made
without specific guest in mind (usually using
room blocks)
Reservation Avenues – means by which guest
are able to make reservation
1. Mailed Request – common for group,
tour or convention
2. Telephone – guest calls the hotel
3. In person – usually on in-house
reservation
4. Property-Property – typically
encourage guest to plan their next hotel
stay while in an affiliated property
5. Telex, Cable Fax
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6. Global Distribution System – a network 4. Employed by a firm that’s slow in

of travel & hospitality entities
7. Central Reservation System (CSR) – the
heart of reservation system
Non-Guaranteed/Regular
- Not paid in advance
- Hotel agrees to hold a room until a
stated reservation cancellation hour (6
pm hold)
- Payment is not sure for No-Shows
- If guest doesn’t come by the room will
be release and will be sold to a walk-in
o Walk-in – a person with no
reservation who appears at a
property desiring a room
Guaranteed Reservation
- Normally carries an advance deposit
- Guaranteed reservation that is not
occupied is called Guaranteed No-Show
(GNS)
paying bills
Telephone Exchange – an indispensable
element in the communication system of any
hotel
- Private Branch Exchange (PBX)
- Private Automated Branch Exchange
(PABX)
- Switchboard
- Voice Over Internet Protocol (VoIP)
5 Steps in Handling House Call
1. Answer call within 3 rings
2. Provide proper greetings
3. Speak slowly and clearly with a smile
4. Use guest’s name as appropriate
5. End each call with proper exit greeting
Telephony

Permanent Reservation
- Guest who return to the hotel
periodically
- Particular room is favored by the guest
- Usually for commercial travelers

Confirmed Reservation
- Reservation has been verified
- Both parties agree on the arrangement

Overbooking – accommodating guests more

than the number of guestrooms available

Blacklist System – very essential for it

determines the names of those whom the hotel
doesn’t wish to accept

Reasons:
1. Skippers
2. Obnoxious attitude
3. Have stolen something