Reception


Call/papers/EMT Te reception department may keep a sheet at the front desk that records the exact time at which guests wish to be called in the morning, their newspaper order and requests for early morning tea (should there be no facilities in the room to make it themselves) or breakfast. Increasing use is being made of automatic equipment (e.g. guests can programme their phones for an automatic wake-up call) in this area to relieve the pressure on staff during the morning peak times. Breakfast order forms can also be placed in the guest rooms for the guest to complete and hang outside the door at night.


Example of a call/paper/EMT form


Room Paper E.M.T.


Call


Room Paper E.M.T.


Call


Room Paper E.M.T


Call


310


Guardian 1 Tea


7:00


207


Times 2 Coffee 7:00


709


Sun


-


7:15


Note From the form above, one can see the guests requesting a newspaper, early morning tea or coffee or a wake-up call. Room 310 requests a newspaper (Guardian), 1 early morning tea and a wake-up call at 07:00. Room 709 requests a newspaper (Te Sun) and a wake-up call at 07:15. Room 207 requests a newspaper (Te Times), 2 Coffees and a wake-up call at 07:00.


Guest history cards Some hotels maintain guest history cards. Tey show the names, addresses, dates of visits to the hotel room, occupied rates, credit ratings, and patronage, and any special likes and dislikes of the guests. Tese cards are filed in alphabetical order and if used intelligently by the management will provide useful information as to the type of accommodation and service to offer the guest and how to cater for their preferences, and thus promote good public relations. Tese cards are also useful when doing market research. It the hotel makes use of a computerised system, this card is obviously not used as the system can keep track of all the above. Any staff member can access all the information of the guest with the push of a few buttons.


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