The hotel receptionist Do not lose your temper
Wait until the guest has finished speaking before deciding what to do
Let the guest know what the plan of action is going to be
Never say that guest is wrong
Never blame colleagues in the presence of the guest
Implement the plan of action immediately
Follow-up to see if guests’ complaint has been solved
Do not hesitate to consult management if the complaint is of a more serious nature
She remains calm even though Mr Jordaan is shouting at her.
Once Mr Jordaan finished talking, Cynthia realises she will have to call the Front Office Manager as theſt is involved.
She informs Mr Jordaan that she will immediately call the Front Office Manager.
She calls the Front Office Manager and states the facts; she does not mention that she might think the guest leſt his door open.
She did not tell Mr Jordaan that the Housekeeping staff might have leſt the door of the room open.
Te Front Office Manager arrives at reception and phones the police. Mr Jordaan is informed of the plan of action.
Aſter the police departs, the Front Office Manager informs you that Mr Jordaan realised he made a mistake, he walked into the wrong room. Mr Jordaan apologises to Cynthia.
Cynthia called the Front Office Manager when she realised the complaint is of a serious nature.
3.4 The reference material that should be available in an efficiently organised reception office to deal with the varied enquiries of guests
• To deal with enquiries regarding reservations: room availability chart, advance booking chart, bookings diary, hotel tariff
• Information for guests: time-tables of buses, trains, taxis
• Material on the geographical location of places of interest (guide books) • Local press: details of activities and entertainment going on in the town • Post office guide on postal services
• Local guide with information on local hairdressers, doctors, dentists, shops, restaurants, bars, etc.
• Map of the area/country
3.5 Apply the concepts studied in this theme to job situations by means of simulated situations in the front office
It is important that you practise how to deal with verbal enquiries of guests quickly and efficiently. You can apply the steps discussed similarly to what was explained previously with the complaint of Mr Jordaan. If a guest arrives at reception and asks you where in the town they can have dinner that evening, you should be able to answer the guest with confidence.
In order to answer the guest, you can follow the guidelines listed earlier:
• It is important that you have the information available at reception (for example, a tourism information guide) to be able to assist guests quickly and efficiently.
• Ensure that you listen carefully what the guest is asking for so as to not give the wrong information (for example, the name of a tourist attraction instead of a restaurant).
• Should you not be able to assist the guest, it is important that you ask the guest (politely) to wait a few minutes, and either get the information or ask another staff member (that will be able to assist) to assist the guest.
• It is important to keep eye contact with the guest so that the guest can see you are interested in his/her query and want to assist.
FutureManagers 27
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