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Chapter 6 Communications and Guest Services

1. Competencies for Communications and Guest Services . Describe front office procedures for responding to guest information requests.Identify typical service requests that guests make at the front desk and describe general approaches to handling guest complaints.. 2. Front Office Communications .

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Chapter 6 Communications and Guest Services

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    1. Chapter 6 Communications and Guest Services Managing Front Office Operations Seventh Edition (333TXT or 333CIN)

    2. 1 Competencies for Communications and Guest Services Describe front office procedures for responding to guest information requests. Identify typical service requests that guests make at the front desk and describe general approaches to handling guest complaints.

    3. 2 Front Office Communications ? Guest communications ? Transaction file/log book ? Information directory ? Reader board ? Group résumé book/file ? Mail and package handling ? Telecommunications services

    4. 3 Transaction File/Log Book ? Chronological journal ? Shift recap ? Unusual events ? Guest complaints/requests

    5. 4 Information Directory ? Area maps ? Taxi telephone numbers ? Airline telephone numbers ? Bank locations ? Theater locations ? Church locations ? Shopping locations ? Special events schedules

    6. 5 Mail/Package Handling ? Time-stamp upon receiving ? Mail signature book ? Notify guests If registered—activate in-room message light If due to check in—note on reservation record If checked out—time-stamp and return to sender or, if possible, forward to guest

    7. 6 Telecommunications Services ? In-room local and long-distance telephone service ? Telephone messages ? Voice mailboxes ? Broadcast messages for groups ? Fax messages treated like mail ? Fax log ? Wake-up services ? E-mail ? TDDs ? Call broadcasts

    8. 7 Interdepartmental Communications ? Housekeeping ? Engineering/maintenance ? Revenue centers ? Marketing/public relations

    9. 8 Handling Complaints ? Listen ? Isolate the guest ? Stay calm ? Preserve guest’s self-esteem ? Give undivided attention ? Take notes ? Tell guest what can be done ? Set a timeline for action ? Monitor progress ? Follow up

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