FO responsibilities and complaint handling

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FRONT OFFICE REPONSIBILITIES

Arj. Jongjit Janjam

Dusit Thani College

IHM1311/IHM3301 Front Office Operations

www.shangri-la.com

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Recap of previous lesson • Arrival stage - Registration role play

• Walk-In guest role play

• Uniformed department

• Opera Property Management System

www.shangri-la.com

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Scope

Unit 6: Front Office Responsibilities

• Job Description

• Role and responsibility

• Guest request handling

• Basic Complaint handling

FO Clip

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Front Office Job Description

• Bellman

• Concierge

• Butler / Purser

• Guest Relations

https://www.go2hr.ca/careers/front-desk-agent






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Q&A

www.shangri-la.com

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Guest request handling

• The front desk is responsible for

coordinating guest services

• The front desk involves providing the

guest with information and special

equipment and supplies

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A special request could be

• Can you recommend a nearby

restaurant?

• Can you call a taxi for me?

• Where is the nearest drug store?

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Equipment and supplies commonly

requested by guests include:

• Bed board

• Adaptor

• Vase

• Pillow

• Baby cot

• Extra bed

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Common Special Request:

• Hire a limo

• Repair shoes

• Find a tuxedo

• Arrange gifts

• Finding doctor

• Charging cellphone

• Arranging for a tour guide

• Reserve front-row seats at shows

• Plan birthday parties / surprised party

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Steps to handle special requests:

1. Listen to get the facts.

2. Probe into the needs of guest by asking questions to

clarify his request

3. Explain what you can do or offer alternative

4. Confirm with the guest that this is satisfactory

5. Use positive words like: Certainly, I will be happy / glad

to….

6. Take personal responsibility to do it. Do not give guest a

run around or passing on request to other departments

7. Follow up

8. Give information to the guest

- Provide directions to the guest when asked

- Be sure that you are given the correct information

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Summary

• Job Description

• Role and responsibility

• Guest request handling

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Q & A

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The purpose of handling complaints

Dusit Thani College

IHM1311 / IHM.314 Front Office Operations

They need someone just listen to them, it will be worse if staff ignoring.

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A Philosophy About Complaints

Dusit Thani College


Staff should review every complaints as a chance , they like you they would like you to improve then they will help you

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The Nature and Types of Complaints

Dusit Thani College


• Services Complaints

• Unusual Complaints

• Mechanical Complaints

• Staff Attitude Complaints

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Some basic rules of complaints

handling

Dusit Thani College


• Never go alone to a guest room to

investigate a problem

• Some people will remain bad tempered and

no amount of effort will satisfy them.

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Some basic rules of complaints

handling (Continued)

Dusit Thani College


• Some complaints cannot be solved, it is

important to be honest.

• Never make promises to do something that

cannot be done, in the hope that the problem

will go away.

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Dusit Thani College


Q&A

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When receiving a verbal complaints

Dusit Thani College


• Listen

• Apologize

• Show Empathy

• Solve the problem

• Feed Back / Follow Up

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Q&A

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Complaint Record-Keeping

Dusit Thani College


• Department Logbook

• Department Communication

• Guest History Management / Profile

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Summary

Dusit Thani College


• Basic guest complaints

• Inter communication

Homework

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Next week

Unit 4: Security and the lodging industry

• A Growing Concern

• Legal Definitions

• Security and the Law

• Elements of a security program

Dusit Thani College

IHM1311/IHM3301 Front Office Operations

Lesson Schedule

Stay Stop Start

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Thank you

Dusit Thani College


www.shangri-la.com

Ref: - Michael L. Kasawana, Richad M.Brooks, Front Office Procedures (8th ed).

FO responsibilities and complaint handling

Education