After reading this chapter, you should be able to: Recognize and understand terminology common to the guest service experience.

Copyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved.

After reading this chapter, you should be able to:• Recognize and understand terminology common to the guest

service experience.• Describe the common procedures for checking in and

checking out a guest.• Identify and describe common guest service issues and

provide solutions for resolving them.• Identify the primary guest service positions within a typical

hotel.• Describe the typical procedures associated with walking a

guest.• Explain the different meal plans common to hotels.

CHAPTER 6The Guest Service of Lodging


Service Positions

• Porter– Also known as a bellman or a bellhop. – Predominantly male, but can be held by either gender. – Typically the first contact of the hotel. – Greets guests as they enter – Holding/monitor the door.– Serves as the first line of defense for security.– Gatekeeping– Transporting/storing/receiving luggage– Directing crowd flow– Acting as concierge/problem solver– Acting as valet– Directing cabs


Front Desk

• The importance of the front desk cannot be understated. • Most everyone must come in contact with these workers. • They are the main contact during the entire stay.

Photo courtesy of S. Markham.


Front Desk (cont’d)

• Issues:– Impolite guests– Missed guests’ needs– Missing reservations– Wrong key– Nonworking key– Room occupied– Lines too long– Missed something held for guest– Credit card not verified– Luggage sent to wrong room– Rates do not match previous quote or are not available– Room is not what they expected– Wrong information regarding area or hotel– Unclean room– Room deficiencies


Checking in a Guest

• Check-in procedures differ from property to property, but the basics are essentially the same.– Greet the guest with a smile and a warm welcome.– Ask if they have a reservation • (verify name and check identification).

– Ask them to fill out a guest registration form • (number of people, type of room, length of stay).

– Ask about any preferences.– Establish the form of payment and give a quote.– Ask for a credit card for incidentals.


Rates

• Usually the first question from a guest. • Some hotels have meals included in their rates. – Inform of policies such as check out, deposits, and

billing procedures.– Assign their room.– Write down the room number on card with their room

keys and present it to them.


Checking Out

• Checking out a guest may be automatic, but the manual procedure is typically as follows:– Greet with a warm welcome.– Ask the room number.– Ensure that everything is posted to the folio.– Ask if there were any recent charges that may not have been posted.– Ask how everything was during their stay.– Be as brief as possible. People typically want to get somewhere.– Present charges

• Many establishments place under guest’s door after night audit.– Verify how to pay.

• This is typically on the credit card that is being held.– Collect the keys.– Thank them. Ask them to return at a later date.– Ask if they need directions or assistance with bags, etc.


Podiums/Pods

• Relatively new way of accommodating guests.• Replace a large front desk with small, individual stations. • Breaks down the barriers between the guests and the

front-desk agents. • Easier for handicapped guests. • Can also be used in addition to the front desk or auxiliary

areas.


Dealing with Front Desk Issues

• If Busy• Declined Credit Cards• Missing Reservations• Walking a Guest• Giving Information or Directions• Surveying the Stay

Photo courtesy of S. Markham.


Back Office

• Is a part of the hotel that is typically directly in back of the front desk.

• Is the support area for guest services.• Management typically has its offices there. • Entry and mid-level managers are directly involved with

guest service. • Upper level managers periodically greet guests, but

primarily concentrate on oversight of the property.


Concierge

• Assists guests with both hotel and non–hotel-related matters– Involves everything from making dinner reservations

in the local area to directions to a shopping center– Has full knowledge of the hotel services as well as the

local area – Assesses the needs of the guest and makes appropriate

suggestions – “Pulls strings” and makes the guest experience extra

special through their advice and services– Recently facilitated with technology


Housekeeping

• Housekeeping– The heart of the hotel – Vital – Invisible department to the guest until something goes wrong

• Turndown Service– Closing of draperies– Turning down the lights– Playing of softer music or other music specified in the guest’s

profile– Folding the top corner of the bedspread away from pillow– Placing chocolates or mints on the bed– If children are present, teddy bears might be tucked in and books

are often set out


Discussion Questions

1. How does the concierge help the guest service experience?2. List and provide solutions for three common front-desk

issues.3. What is “walking a guest,” and why is it done?4. List the procedures common to checking out a guest.5. What is the difference between EP, AP, and MAP?6. Why might it be helpful to consider your grandmother

visiting when relating to hotels?7. Should housekeepers acknowledge the guest?8. After reading the feature about Mr. Hostettler, how would

you describe his idea and importance of a “brand”?

After reading this chapter, you should be able to: Recognize and understand terminology common to the guest service experience.

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