a concise description of the numerous services that large hotels offer to their guests.

1. Guest services
• The importance of guest services.
• Handling of guest mails, message, and
key.
•Procedures for guest paging, issuing
safety deposit locker, and guest room
change.
•Handling left luggage and wake-up
calls.
•Resolving guest complaints.

2. Welcome to a
new learning
session!
Knowledge is Money.

3. Hotel Guest Services at Front Office
Guest
Cycle
Pre-
Arrival
Arrival
Stay
Departure
& Post-
Departure

4. Guest Services by FO during Stay
• Guests need many things when they are staying
in a hotel. Every hotel tries to cater to as many
needs as they profitably or cost-effectively can
do.
• These services are not only important for guest
satisfaction, they also protect hotel from legal
claims and cases.
• Moreover, a happy customer provides repeat
business & the best publicity any business can
have, i.e. “Word of Mouth Publicity”.
• The publicity could be negative, too! From an
unhappy guest.

5. Trip Advisor
• TripAdvisor, Inc. is an American travel and
restaurant website company providing hotel and
restaurant reviews, accommodation bookings and
other travel-related content. It also includes
interactive travel forums. (Wikipedia)
• We all know the power of online reviews. Our
buying decision is always based on some review
on sites like Trip Advisor. Indians normally never
buy anything for which no reviews are available.

6. Social Media & Reviews
• Facebook, Twitter, Instagram, WhatsApp are
also the places where opinions on products
and services are exchanged. (Peer Review)
• A business has to prevent any bad review
before it goes viral and causes serious damage
to the reputation of business, managers and
employees.
• Taking guest services seriously is everyone’s
business.

7. • Handling guest mail.
• Massage handling.
• Custody and control of keys.
• Guest paging.
• Safe deposit locker.
• Guest room change.
• Left luggage handling.
• Wake-up call.
• Guest complaints.
Various guest service

8. Service Delivery
• Service should be delivered in a caring and
personalized manner, for maximum effect on
guest perception & opinion.

9. Guest mail handling
• When people are away from home on
business, they may need an address on which
they can receive any mail, parcel, FAX in
urgent situations. Hotel addresses are used by
guest for this purpose and hotels oblige their
guests.
• Hotels have an elaborate system and SOP to
handle mails of all kinds.

10. Handling Guest Mail
• Types of mails received by the hotel.
Mails
official
Guest mail
Resident
guest
Employee
Hotel mail
Future
guest
Outgoing MailIncoming mail

11. Procedure: Incoming Mail
• Make an entry in Mail Logbook.
• Mark with Date & Time stamp machine.
• Sort into different categories, like guest &
hotel mail.
• Arrange alphabetically for easy distribution.
• Deliver as soon as possible.
• Obtain sign, if mail is registered type.

12. Incoming Mail
• Information desk is responsible for receiving,
recording, delivery and disposal of all mails.
• Employee mails are sent to “Time Office”, the
entry/exit point for all staff.
• Office mails are delivered to secretaries of
departmental heads.

13. Resident
Guest
Delivered to
Room by bell
boy
Kept on Key &
Mail Rack
Message Light
Checked-
Out Guest
Re-route as
per Mail
Forwarding
Address Slip
Return to
sender if no
instructions
available.
Future
Guest
Attach to
reservation
Deliver on
Check-In
Handling Guest Mail- Incoming

14. ate &
me
amping
evice

16. Hotel IHM Hajipur
Incoming Mail Logbook
Sl. No. Date &
Time
Received
Name of
Addressee
Type of
Mail
Delivered
to
Signature Remarks

17. Mail Forwarding Address Slip
This address will be in file for 10 days, unless otherwise requested, Please fill it and
hand over at the reception.
Forwarding instructions: Forward until:_______________
Hold until:__________________
Forwarding Address:
……………………………………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………………………………………
Name & Signature of Guest
Record of Forwarded Mails
Sl. No. Date Type of mail Forwarding address Forwarded by

18. Outgoing Mail Handling Procedure
• Collect mail from guest.
• Stamp with “Franking machine”.
• Record the cost of postage in “Miscellaneous
Charge Voucher”. Ask guest to verify & sign.
• Record in “Outgoing Mail Register”.
• Post the mail through Post office or courier
agency.

19. Franking Machine
Weighs the document, calculates the needed postage after feeding
the PIN code of addressee and prints an indelible ink stamp on the
letter or parcel. Saves time & labour.

21. Serial
No.
Room
No.
Name of
the Guest
Addressed
to
Description
of Mail
Postage
Charges
Received
by
Date &
Time
Received
Posted by Date &
Time of
Posting
Remarks
Columns in Outgoing Mail Register

22. MISCELLANEOUS CHARGE VOUCHER:
Hotel IHM Hajipur
Miscellaneous Charge Voucher
Name of Guest:______________________ Room No.:__________________
Date:______________________________ Account No:__________________
Explanation
Charge
Rs. Paise
Guest SignaturePrepared by

23. Message Handling
• At times, there are telephone calls
or visitors for a resident guest
when they are not present in their
room or hotel. In such situations,
the front desk agent takes the
massage for the guest and delivers
the same, as soon as the guest
returns.

24. Checked-
Out
guest
Resident
guest
Future
guest
Message Handling Procedure

25. Procedure for Message handling
• Prompt and timely delivery of message is
important.
• Check for “Location Form” to see if guest can
be reached in the hotel.
• Note down message in two copies of the
“Message Slip”.
• Repeat the message for confirmation.
• Take contact details and address of the caller/
visitor.
• Keep in “Mail, Message & Key rack”.
• Deliver as soon as guest returns.

26. Hotel IHM Hajipur
Location Form
Name of Guest: _________________________________ Room No.:____________
While I am out of the hotel room I am expecting:
 Mr./Ms.______________________
 To visit
 Telephone call
If I am not in my room please locate me at:
Café shop Gym Swimming pool area Restaurant
Other (Specify) ___________________________
Or convey my message to caller / visitor
Message: ___________________________________________________
________________________________________________________________________

27. Hotel IHM Hajipur
Message Slip
Date:............................................ Time:........................................
Name of Guest:..........................................................................
Room No:....................................................................................
In your absence
Mr./Ms...............................................................................
From:................................................................................
.
Came in person . • Will call again
.
Telephoned • Please call back
• Waiting for you
• Please meet him/her
Message:________________________________________________________
_______________________________________________________________
_____________________________
Signature of Information Assistant

28. Message Indicator on Phone
To inform a guest that they have a
message with Front Desk.

29. Messages can be displayed on in-room TV.

30. Custody and Control of Keys
It is important for front desk to
exercise a strict control on guest room
keys for the following reasons:
 It prevents unauthorized access to the
guest room.
 It can be established who all entered
the guest room (in case of a crime).
 It ensures security of the guest and
guest belongings.
 It prevents intrusion in the guest’s
privacy.

31. Metal Keys
If lost, the lock on the doors of at least one
floor had to be changed.

32. Electronic key
These keys can be re-coded and if they are
lost, the new key with a new code has to
be generated.

33. Key Jacket
For holding the key and providing a
mark of identification to the guest.

35. Hotel IHM Hajipur
Key Card
Name:
Room No.
Date of Arrival:
Date of Departure:
Please produce the key card to receive your key.
Authorized Signatory

36. Key Location: Where the key ought to
be!
• Vacant Room- On mail & Key Rack
• Occupied room- With Guest
• Guest not in room- On mail & key rack
If a key is missing, the responsible person is
found through investigation.

37. Hotel IHM Hajipur
Key Control Sheet
Sl. No. Room No. Name of Guest Baggage
Position
Bill Amount Remarks
Room no Name of the
guest who
stayed last
Check out Date
and Time
Bellboy at the
Time of
Departure
Front desk Agent
on duty at the
Time of departure
Keys of occupied room at Front desk
Vacant room keys that are missing
103, 106, 211, 218, 416
Missing keys details
Signature of Front Desk Agent

38. Guest Paging
• Paging is the process of locating
a guest in a specified area of the
hotel. When a guest is not in the
room and is expecting a visitor,
she may fill a location form and
leave the same at the front desk.

39. Paging Process
• Page Board- Bell boy or page boy carries a paging
board, with guest name written on it, to different
public areas. The old page boards had attached
bells to draw attention. Guest, on seeing his
name, would contact Front desk.
• Public Announcement System: Hotels have an
audio system to play channel music. The same PA
amplifier has microphone for announcements in
case of emergencies & paging.

40. Paging Board
For locating a guest.

42. Paging Board
The Bell Boy carries this board, with the guest name
written on it, to different public areas of hotel to
locate the guest.

45. Safe Deposit Locker
A key concern for guests is the
safety of their belongings,
especially cash, jewelry, gadgets
and important documents. Hotels
provide safe deposit lockers for
the same. At the time of check-in,
guest are advised to keep their
valuable in the safe deposit lockers
available at the front desk.

46. Safety Locker Types
• Single Key Safe
These lockers are
generally in the room.
Guest has the key and
control. Modern lockers
are opened with
password.
• Double Key Safety
Locker
The locker is found in back
area of Front Office.
Opens with two keys. One
key is with guest and one
is with hotel. Every time
guest uses the locker, a
signed entry is made in
the Locker Register.

47. In-Room Safe
A password operated safety locker in
room

48. Two- Key Lockers
Kept in the hotel Front Office back
area, they are controlled by
maintaining a user logbook.

49. Monitoring
of Locker
area with
CCTV
cameras.

50. Safe Deposit Locker Register:
Hotel IHM, Hajipur
Safe deposit locker Register
S.no Date Name of
the guest
Room
No.
Locker
No.
Key
Issued
Guest
Sign.
Remarks

51. Safe Deposit Locker Registration Card:
Hotel IHM, Hajipur
Safe deposit locker box
Box no. Date issued Issued by Room no.
Terms and conditions:
I/We shall not hold the hotel liable for any loss of, theft of, shortage in
the contents of the safe deposit locker which is being used by me/us
exclusively.
In the event of the loss of the keys of the fast deposit locker, I/We shall
reimburse the hotel ₹ 2,000/- only towards replacements.
Signature: _________________
Address:
_________________________________________________________
_________________________________________________________

52. Surrender of box
the undersigned hereby surrenders above numbered box and
certifies that all property placed therein has been lawfully withdrawn
and is now in the possession of the owner(s). All claims against the
liabilities of the custodian are hereby released and discharged.
Signature: ___________ date:__________ time:__________
cashier:______________
Date time Signature of
guest
cashier

53. Charge for Use of Locker facility
• Generally free, or a very nominal fee is
charged.
• It helps the hotel to prevent theft, robbery
and related crime.

54. Guest Room Change
A guest may want to change his room in
the following circumstances:
1. If the room assigned to the guest is
not as per choice.
2. If one or more equipments or
facilities in the room are not working
satisfactorily.
3. If the number of occupants in the
room changes.

55. Guest Room Change
Hotels also may decide to change the room in
following situations.
• Room upgrade is done.
• Guest has overstayed and there is no room of
the same category for the next guest with a
confirmed reservation.
• Spring cleaning schedule.
• Maintenance & repair work schedule.

56. Room change is of two types.
• Live move
• Done in the presence of
the guest.
• After shifting of guest
belongings, bell boy
should collect the key of
vacated room and
deposit at Reception.
• Dead move
• Done in the absence of
the guest.
• Room is opened by the
HK room maid.

57. Room Change Slip
• To document and inform all the departments
dealing with guest, six copies of “Room Change
Slip”, also known as “Movement Slip” is
prepared. Departments are,
• Reception
• Bell Captain
• Front Office Cashier
• Telephone Operator
• Housekeeping
• Room Service

58. Hotel IHM, Hajipur
Room Change Slip
Sl. No.
Date
Time
From To
Room No. Room no.
Rate Rate
Name of the Guest:
Reason for change:
Authorized by Signature
Copy to:
Reception, Bell Captain, Front Desk Cashier, Telephone Operator,
Housekeeping & Room Service

59. Left Luggage Handling
There are times when
guests check out of
their rooms but would
like to leave their
luggage in the hotel
and collect it later.

60. When Guests want to leave luggage
with hotel?
• When they have to check-out at 12 noon and
their departure flight is late in the evening.
• When guests have to return to the same hotel
after a short trip to another city.

61. Is left luggage service free?
• For a few hours, it is free.
• For longer duration, it is chargeable.

62. Left Luggage Procedure: Accepting
• Check if guest has settled their bills or not.
• If settled, tag all bags and suitcases.
• Make an entry in the “Left Luggage Register”.
• Tear the counterfoil of luggage tag and hand-
over to guest.
• Store the luggage safely & securely.

63. Left Luggage Procedure: Handing Over
• Ask for counterfoil of luggage tag.
• Tally with tag numbers on baggage.
• Make entry in “Left Luggage Register”.
• Request the guest to sign for proof of handing
over.
• Hand over baggage to the guest.

64. Hotel IHM, Hajipur
Left Luggage Register
Date Room
No
Name of Guest Bell
Boy’s
Name
Luggage
Tag No.
Description
of Luggage
Delivered
On
Remarks

65. Luggage Tag
It has two identical (similar) halves. One half is tied to the luggage
or any other guest article and the other detached counterfoil is
given to guest. It is also called “Claim Check”. The luggage is handed
over after verifying that the two parts are same.

67. Wake-up Call
• Hotels also offer wake –up call service.
• In this service hotel staff makes a
telephone call at a requested time to
awaken a guest.
• For this service guest may place a
request to the front desk.
• Front desk notes the details in the
Wake-up call register for FIT & wake
call sheet for Airlines crew & Groups.
• Telephone operator gives the wake-up
call to the guest.

68. Hotel IHM Hajipur
Wake-up Call Register
Date Name of the
guest
Wake-up
call time
Call given by Remarks

69. Hotel IHM, Hajipur
Wake-up call sheet
Crew/ Group: Group RV no.
Flight no.:
Captain/Group leader: Wake up call time
…………………… hrs.Name:
S. No. Room no.
01 Assistant manager
02
03 Airline/ Telephone
04
05 Wake-up call confirmed by
06 Bell captain
07 Telephone supervisor
08 House keeping
09 Baggage down time ………….. hrs.
10 Pick-up time: ……………….. hrs.
11

70. Remarks
Department Na
me
Amended wake-up call:…………..hrs
House-keeping
Reception
Telephone Airport service no.:
Coach no.:

71. Who needs wake-up call service?
• Businessmen & Executives with morning
meetings.
• Airline crews. (Operations Officer of Airline
controls)
• Groups with an early morning pick-up. (Group
Leader controls)

73. Personal Wake-Up Call
• Upon request, the Front desk will send a bell
boy at the time of wake-up call.
• Hotel also has to ensure the service of Early
Morning tea (EMT) and Breakfast (B/f) at that
time.
• There should be enough bell boys available for
handling big group’s luggage.
• Any amendment in wake-up call time must be
approved by the controlling officer for airlines
& group leader for groups.

74. Guest Complaints
• It simply means guest is not satisfied
with some services.
• If any complaint is given by guest to
the front desk, it is recorded.
• By this, hotel easily comes to know
about its staff & services.
• It also helps in taking corrective action.
• Resolving complaint quickly & correctly
adds a positive moment of truth.

75. Types Of Guest Complaints
• The guest complaints can be grouped into four
major categories
Types of guest complaints
Unusual
Service-
related
Mechanical
Attitudinal

76. Types of Complaint:
Mechanical- malfunction of equipment. E.g.
TV not working, AC not cooling
Attitudinal- Rude & tactless behaviour of staff
which makes guest feel insulted.
Service- related- Delay, poor quality, less
quantity, wrong billing etc.
Unusual complaints- issues over which hotel
has little or no control. E.g. why there is no
helipad in the hotel!

77. Soft-Skills for Complaint Handling
• Listening
• Patience
• Tact
• Empathy
• Decision- making skills

78. Complaint Handling Procedure (Step-by-step)
Listen carefully, without interrupting.
Show concern & empathy.
Don’t argue. We often win arguments and lose people!
Isolate guest. Prevent other guests from being affected by negative
feelings.
Offer choices of solutions.
Never make false promises.
Monitor corrective action being taken.
Follow-up with guest to check complete satisfaction with solution.
In case unable to handle, refer the complaint to a senior
supervisor or manager.

79. Setting Quality Standards
• It is possible to set standards of quality in
measurable terms. E.g. Pick up the phone
within 3 rings, 1 portion weighs 150 grams etc.

80. Compilation & Presentation
Praveen Jha
Senior Faculty
IHM Hajipur
Vaishali, Bihar