Matakuliah : G0424 – Hotel and Restaurant Management
Tahun
: 2008
Alur Operasional Hotel
Pertemuan 15-16
Topics
• Guest Services
• Guest Supplies
• Work flow
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Learning Outcomes
• Students are able to
differentiate flow of
– Guest service
– Guest supplies
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Guest Flow
• Consideration
– Guest Generating Origin:Nationality, Cultural Background,
Length of Stay, etc.
– Sosio-economic: Age, Gender, Occupatio, Social Class, etc.
– Psychological: Personality, Behaviour, Activities, Purpose of
Visit, etc.
• Guest Flow:
– Check In (C/I)
– Guest In The House
– Check Out (C/O)
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Guests
Form of arrival
• Individual
• Family
• Group: Package tour and corporate
Facilities used
• Stay in – Tourist / Guest
• Visiting – Visitor
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Guests
1.
2.
3.
4.
5.
Children
Teenagers
Ill guests
Mature guests
Handicapped guest: Wheelchair guests, Visually impaired guests and
Deaf or hearing impaired guests, Speech Difficulty
6. International guests
7. VIPs
8. Late arriving guests
9. Inebriated guests
10. Guest on special requests: ethical (vegetarians & vegan), religious
(Moslem, Hindu, Sikh, Jewish) and medical problems
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Guest Service Blue Print in Hotel
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Term in Check In
CHECK IN
• Walk-in Guest
• With Reservation: via tour and
travel agent, airlines, hotel
representative, internet, hotel
consortium
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Term in Check Out
•
•
•
•
•
•
•
Express C/O
Late C/O
0 = Occupied
V = Vacant
SO = Sleep Out
NB = Occupied No Baggage
DD = Do not Disturb
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•
•
•
•
•
•
OO = Out of Order
DL = Double Lock
LO = Lock Out
DNCO = Did Not Check Out
C/I = Check In
C/O = Check Out
HU = Hotel Use
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Guest In The House
Things should be aware
• The use of facilities and services
• Alter in services: room change, rate changes, lock out
rooms, sleep out rooms, length of stay, skeeper, etc.
• Guest complaint
• Emergencies situation: Fire (fire drill), bomb, medical
situation, etc.
• Guest needs arrangements: Mail, Message, Morning
call/wake up call, etc.
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Employee working condition
• Types of employee: casual and permanent.
• Working hours: 3 shift (morning, noon, night).
• Working area: frontliners and backliner.
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Employee blue print
FO Cashier
Dokumen
Front Desk
C/O
Room
allocation
F
W
C/I
•
•
•
•
•
•
Registration
W
Guest card
• Roomboy sheet
• Room report
• Workplan
Housekeeping
store
Room
C/O
Guest list
Room report
Sales recap
Room slip
Guest history
Room statistic
Housekeeping
F
Floor station
Cleaning
W
Linen room
Restaurant
F
F
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Failure
W
Waiting
Laundry
receiving
• Food cost
Menu
W
order
Purchashing &
Storeroom
• Standard recipe
F&B Service
consume
F
W
Kitchen
• Sales history
Storage
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Flow of Hotel Suppliers
• Room Amenities:
– It is monitored from room occupancy rate.
– It is reported by housekeeping to finance
department.
• F&B Supplies
– The number of order depends on the F&B
outlets
– They do daily shopping, weekly shopping
and monthly shopping.
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Flow of Guest Amenities
Rooms
Purchasing
• Order Purchase
• Set the
product
specification
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Receiving
General storage
• Check
• Store
materials
• Release based
• Receive
upon requests
products
HK Store Room
• Material order
procedures
• Material use
procedures
Public area
• Usage
• Maintenance
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Flow of Food and Beverage
Kitchen
Purchasing
• Order Purchase
• Set the
product
specification
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Receiving
General storage
• Check
• Store
materials
• Release based
• Receive
upon requests
products
F&B Store Room
• Material order
procedures
• Material use
procedures
Restaurant,
Banquet, Bar,
Roomservice
• Processing
• Presenting
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Compliments and Complaints
• Complement – the response of
satisfaction toward services (positive
experience)
• Complaint – the response of
unsatisfaction toward services (negative
experience)
• Type of complement and complaint:
verbal (written and oral) and non-verbal
(gesture, mimic, body language)
• Complement will not cause any
problems, but complaint will cause many
problems.
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Types of Complaints
• Based on source of complaints
– Internal – employee, management
and owner.
– External – guests, partner/supplier
and competitors.
• Complaint categories
–
–
–
–
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Mechanical complaint
Attitudinal complaint
Service related complaint
Unusual complaint
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Handling Complaints
Three basic steps
1. Listen: Be a good listener
– Pay attention for each complaints details.
– Take notes.
– Show respect to handle problems, not just accommodate
the issues.
– Be patience
2. Apologise with the Golden Rule :
• Our Guest is Our King
• They should be treated accordingly
• If they make mistakes, remember rule no.1
3. Do some immidiate actions
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Tips in Handling Complaints
• Remember you are dealing with a person and his/her feelings, not
just the problems.
• Keep calm. Apologise. Do not make excuse or blame anyone.
• Establish what has happen. Do not argue with or interrup the guest.
• Take immediate action whenever possible.
• Reassure the guest. Be precise.
• Know your limit of authority.
• Emphaty. Respect and be serious.
• Take notes. Report the incident. Monitor the progress.
• Offer solution or give alternatives.
• Thanking the guests.
• Maintain eye contact.
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Conclusion
• Hotel industry is an intense industry with many human
interaction.
• The flow between guest, hotel amenities and employee
should be separated in order to create a convenience
atmosphere.
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