Third is handle the complains By being calm and confident you will have a more

Third is handle the complains by being calm and

This preview shows page 27 - 30 out of 36 pages.

Third is handle the complains. By being calm and confident, you will have a more positive effect. The fact that a customer approaches you should be an indication that he believes you will be able to help and resolve his problem. Forth is ask them for alternatives. Asking the guest what do they suggest as it will make them calm and you will know what do they want to do and asking the guest will make them feel valued and feel that their suggestions are valued. Fifth is give alternative. It is very much possible that guest may demand unreasonable compensation or service that you cannot comply to. So the staff must keep calm and neutral and give customers alternatives and suggestions if a particular service is not available. Try to convince the guest that you have made a note of their suggestions and show your appreciation by telling them that you will ask management to implement them as soon as possible. 27
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Sixth is resolve customer’s problem. As much as possible, you should try to resolve the customer’s problem. Remember, the customer has come to you with the hope that you can help them out. Follow up with responsible departments and get suitable results. Then make sure the complaint is settle and guest is satisfied. 28
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11.0 CONCLUSION Front office management is managing the parts of a hotel such as the front desk staff and receptionist staff that contact with the guest. E&O Hotel boasts two separate wings but they shared the same organizational structure. Basically, it was segmented into six divisions which are human resources, food and beverages, marketing and sales, accounting or finance, room division and security or maintenance. In the E&O Hotel, the front office department is segment of room division. The duties, responsibilities and qualification are very importance for the front office department to operate the hotel. Front office manager play important role in supervise all the front office personnel and to ensure the proper and smooth operation of the department. Job Description is a descriptive statement that depicts the role, responsibility, scope, and duties of a job. Its emphasis is on the job. For example, the work or task to be performed, skills needed, responsibilities involved, and relationship of the job to other jobs. Its outlines the main duties and responsibilities of a given position in a corporation. Next, the uniform and dress code of the front office staff. The hotel had contrived a dress code for the front office staff such as cloth must be work-appropriate, cloth must be clean and in good shape, visible tattoos, face piercings, conspicuous jewelry, avoid engaging in any inappropriate activity and attitude. Furthermore, the software system being used by E&O Hotel is OPERA system. OPERA system is the property management system (PMS) that suitable for the management of all sizes and types of accommodation facilities. This system makes the procedure to check-in the guest for the reservation easier.
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  • Summer '14
  • Management, Front Office Manager, The Oriental Hotel, The E&O Hotel

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