GUEST SERVICES IN HOTEL

GUEST SERVICES
www.indianchefrecipe.com

TOPICS
• Procedure for receiving message on telephone
and in person
• paging and types of paging a guest
• Handling guest room key cards
• Processing of key cards
• Handling guest mail
• Wake up call
• procedure of room change
• Guest complaints and typeswww.indianchefrecipe.com

GUEST MAIL
• When guest are away from the home
• They need a contact address to send parcel or
mail or faxes
• Hence all guest give contact address as hotels
• All hotel will receive guest parcle and mails
and messages

Type of mails
• It is divided in 2types
• 1.incoming mail
• 2.outgoing mail
Mails
Incoming Mail Outgoing mail

Incoming mail
• The person who receives the incoming mails in
hotel will stamp them with date and time
• Mails are sorted as guest mails and hotel staff
mails
• It is arranged in alphabetical order
• It is divided in 2 types
• A)ordinary mail
• B) Registered Mail

Incoming mail
• Ordinary Mail :These mails will not have any record with
courier agency but hotel will maintain an entry in log book
• Registered mail : these mails or parcels will have reocrd
with correrier agent and hotel will also maintain an entry as
registered log book
Incoming mails
Ordinary mail Registered mail

Log book of mails
S.no Date And time of
receipt
Name and
addressee
Type of
mail
Delivery to Signature
1 25/01/15,12.30pm Mr.Shanker Registered Time office
2 25/01/15 , 3.00pm Ms.Priya Ordinary Front desk
3 25/01/15,4.00pm Mr.Shukla Parcel Front desk
4 25/01/15,6.00pm Mr.Tewari Registered Front desk
5 25/01/15,8.00pm Ms.Suman Ordinary Front desk
6 26/01/15,11.00am Mr. Ramesh Ordinary Time office
7 26/01/15,12.00am Mr. satish ordinary Time office

Incoming mails flow chart
Mails
Guest Mail Hotel Mails
Resident
Guest
Checked-out
guest
Future guest Official Employee

HANDLING INCOMING MAIL
• First sorting
Hotel mails
Second sorting in to
files alphabetical
Guest mail House mail
All mails stamped with date and
time
Employee mail
Place in alphabetical
mails rack
Sent to time office
Department mails
placed in the dept.
slots and delivered by
bellboys
G.M mails sent
to the office

HANDLING INCOMING MAIL
• Past guest
Future GuestPresent Guest
( IN HOUSE)
Checked against mail
forwarding cards
Checked against the
alphabetical index from
information rack
Checked against the
reservation rack
Mail thus sorted kept in
separate Hold mail Rack
and reservation slip
marked “ Letter”
Mail thus sorted and
redirected
Mail thus sorted placed
in the appropriate keys
and mail slot or sent to
the room
Delivered to the
guest on arrivalwww.indianchefrecipe.com

MESSAGE FLOW CHART
Message received for a guest at
information desk
Prepare a message slip in
triplicate indication the name
of guest, room no, record of
the message , punch time of
message received
Guest in the hotel, but not in
room
If the guest has left
message of where about
in location form for
visitors or telephone
callers
Visitor intending to
leave message for
guest
Guest not in the hotel
Message received on
telephone
Hand over the message slip and request the visitor to
write the message : name of guest, room no, and
message and verify room no and name of the guest
and punch time and prepare message slip in triplicate

MESSAGE FLOW CHART
Inform the calling person about to the
guest and take permission and transfer the
call
Inform the visitor
about the guest where
is about
VisitorMessaged received
on telephone
Triplicate
retained in the
book
Duplicate sent up
to the guests room
Handed over when the
guest comes to
information counter
Original kept in key
and mail rack

PAGING GUEST IN HOTEL
• Paging means it is a system of locating guest
in the hotel
• Guest expects a phone call or a visitor but
decides not to wait in the room and might
decide to go to public areas such as bar,
restaurant, swimming pool, lobby or lounge,
coffee shop, etc or may go out of the hotel
• In such case the hotel ask the guest to fill up
location form and blank location form is kept
in the stationary folder in guest room and
information sectionwww.indianchefrecipe.com

PAGING GUEST IN HOTEL
• The completed location form is kept in key and
mail rack
• This information is sent to telephone
department also
• The purpose location form, it is ease to locate
the guest and save time

LOCATION FORM
HOTEL MARRIOT
LOCATION FORM
• NAME OF THE GUEST :
• ROOM NO :
• WHILE I AM OUT OF THE HOTEL ROOM I AM EXPECTING :
• MR/MS __________ TO VIST
• TELEPHONE
IN AN EVENT IF I AM NOT IN MY ROOM KINDLY LOCATE ME AT :
• CAFÉ SHOP
• GYM
• SWIMMING POOL AREA
• RESTAURANT
• OTHER(SPECIFY)___________
OR CONVEY MY MESSAGE TO CALLER / /VISTOR
• MESSAGE_______________________________________________________________________
__________________________________________
• SIGNATURE OF GUEST

TYPES OF PAGING A GUEST
PAGING
PAGER / BEEPERPUBLIC ADDRESS
SYSTEM (P.A.
SYSTEM)
PAGE BOARD

PAGING BOARD SYSTED

PAGING BOARD SYSTEM
• It is the traditional of paging guest in hotels
• This is simple in which bell boy is required to
carry a small board with handle and small bell
attached
• The receptionist writes the name of the guest and
his room number on the board
• The bell boy carries this board to the public area
which he mentioned on the location form by the
guest and keeps ringing the bells
• This attracts the attention of the guest
immediately www.indianchefrecipe.com

PAGING BOARD
• Disadvantages
• This method create disturbance to other guest
in area
• If the guest has left that location area and bell
boy will keep ringing bell till guest comes and
it is time consuming
• The bell boy will go to the all public area and
rings the bell for the guest
• If the guest is not available in all public areas
then the bell boy has to inform to the lobby

PUBLIC ADDRESS SYSTEM
(P.A)

PUBLIC AREAS(P.A SYSTEM )

PUBLIC ADDRESS SYSTEM
• Another system of paging a guest in hotel is
(P.A system)
• In hotels it is channeled with music is played
from a central room
• One switch of the same is with the receptionist
• When a phone call or a visitor for a guest then
the receptionist switches off the channeled
music from all public areas and announces the
name of the guest and room number of the
guest
• This message is transmitted to all the publicwww.indianchefrecipe.com

PUBLIC ADDRESS ( P.A)
• This saves the times of bell boy
• The commication skill of the person
announcing are important in this system
• His/her voice ,manner of speech, modulation
of voices, correct of use of phrases, words and
tone etc are very important
• The tone should be friendly and interested and
helpful

PAGER/BEEPER

PAGER/BEEPER
• It is an electronic equipment
• It is used in hill resort or beaches
• It is given to V.I.P guest
• It is easy to pass the message to pager, if the
guest is busy on phone

Different types of room keys
• Emergency key: - This key opens all the doors in
the property even those that the guest have double
locked. The emergency keys over rides the
deadbolt put on by the guest for privacy in the
room, so emergency key should be well protected.
Most housekeeping personal do not use
emergency keys on day to day basis.
• Master keys: - This key opens all the guest room
doors that are not double locked. They are
separated in to four types.
• Grand master key: - This key opens all hotel
guest room and . It can also double lock a room if
access to it has to denied, this key can be use inwww.indianchefrecipe.com

• master key: - This key is kept by the deputy
housekeeper and it will open any internal door that has
not been double locked.
• Floor master key: - A GRA is given this key to open
the rooms he or she is assigned to clean on a floor. The
floor key opens all rooms on a particular floor that are
not double locked. If the employee has a room to clean
on more than one floor or area, he or she may need
more than one floor key. Floor keys typically open the
storeroom for that floor too.
• Guest room key: - These keys issued to guest upon
their registration. The guestroom key opens a single
guestroom so long as it is not double locked. Many
properties do not list the hotel’s name, address, or room
number on guestroom keys. That why, if a guestroomwww.indianchefrecipe.com

Wake up call
• Hotels offers wake –up call services to the
guest
• The guest request hotel or telephone operator
for wake –up call
• Receptionist or operator will enter the guest
details in wake up call list
• It is handed over to the concern shift person
• This services are even given to the group and
crews and airlines and it is co-ordinated by
team leader or group leader

Wake –up call register
Date Name of the
guest
Wake up call
time
Call given by Remarks
20/01/15 Mr.Samuel 3.30am Mr.John Guest had
taken the call
20/01/15 Ms.Radha 4.00am Mr.John No response
from the room
20/01/15 Mr.King 4.15am Mr.John No response
from the room
20/01/15 Ms.Sudha 5.00am Mr.John Guest had
taken the call
20/01/15 Mr.Aldrin 6.00 Mr.John No response
20/01/15 Ms.Kiran 7.00 Mr.altaf Guest had
taken call

Room change procedure
Request for the change of room is
accepted
Inform the guest about room change in
advance so that guest can pack luggage
Make the guest room change slip and send
to all concerned departments
Live move
Dead
move
The bell boy shifts the guest luggag
the absence of the guest
The bell boy shifts the guest luggage
in the presence of the guest
Give the room keys to a bell boy to shift
the luggage of guest

Complaints
• When guest are not satisfied with some
services and express their contents to the hotel
employee and front desk tries to solve the
problems
• Types of guest complaint :Types of
complaint
Mechanical
complaint
Attitudinal
complaint
Service related
complaint
Unusual
complaint

Complaints
• Mechanical complaint : It is all complaints related
to mechanical like TV,mini-bar ,hairdryer etc
• Attitudinal complaint : it is if guest feels that
hotel staff is taking rudely or tactless these are the
attitude complaints
• Service related complaint : These complaints are
related to the delay in food or lunch or clearance
or soiled linen etc
• Unusual complaint : These type of complaint
where the hotel cannot help anything to solve the

Types of formats
• GRC
• Errand Card
• Departure errand card
• REservation Form
• C form
• Folio
• Amenties voucher

Q&A short
• whatis the difference between mail and
message handling
• 2.what is paging
• 3.what are the types of paging
• 4.what are the different types of room keys
used in fo
• 5.what is wake-up call
•

Q&A long

GUEST SERVICES IN HOTEL

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GUEST SERVICES IN HOTEL