Chapter 6 - Lodging Operations Technology Professor Suzanne...

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Professor S. Bagnera Lodging Operations & Technology Professor Suzanne Bagnera
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Professor S. Bagnera Chapter 6 Communications and Guest Services
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Professor S. Bagnera 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.
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Professor S. Bagnera Front Office Communications Guest communications Transaction file/log book Information directory Reader board Group résumé book/file Mail and package handling Telecommunications services
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Professor S. Bagnera Front Office communications with guest: Proper greeting, attitude, & Follow-up Telephone greetings: Informative Warm Face-to-Face Communication: Eye contact Body language
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Professor S. Bagnera Transaction File/Log Book Chronological journal Shift recap Unusual events Guest complaints/requests
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Professor S. Bagnera
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  • Spring '16
  • Bagnera
  • The Guest, Public switched telephone network, Professor Suzanne Bagnera, Professor S. Bagnera

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