1. Mr. Schneider was so furious when he informed the front desk that
when he entered his room the window lock was forced open. His
laptop and other valuable materials were missing. Enumerate the
different concerned department Front Office should communicate
regarding this situation and what to communicate with them.
As a hotel staff, It is our responsibility to accommodate the
customer with the best experience they can get in our expertise. For the
situation of Mr. Schneider, I will request for a cctv footage of the room he
is in with the help of our security office to further investigate about the
incident. We will assure that Mr. Schneider that we will act upon this
situation as fast as possible and we will compensate for the valuable
material that he lost because of our negligence. Next, we will make sure
to catch the suspect to return the valuables that Mr. Schneider lost. In
catching the suspect we will prevent situations like this to happen again
and we will make sure to make the hotel a better place by strengthening
our security system.
2. As a front desk clerk, you have been informed by Mr. Williams, a VIP,
who receives daily newspaper and special continental breakfast room
service that he has decided to leave now; one day earlier than expected.
He also requested for an airport transport service. Fill in the reason(s)
column below showing why the following departments need to be
informed.
Department/Unit
1. Housekeeping
Reason/s
For them to make sure that the room will be ready
and available for the next customer. It is important
to maintain the cleanliness of the room after the
customer will leave. It is also to prevent complaint
report from the next customer. The housekeeping
will help sanitize the room. The keepers will also
collect the left valuables and report to the Front
office and they will do the action.
2. Concierge
The concierge can help prevent complaint report
by doing their job well. They facilitate in cleaning
the hallway or floor and the surroundings of the
entire hotel.It is also to make sure that the area is
presentable for the next customer. Cleanliness is
the key to good health. It improves the utilities
within the area.
3.Bell Service
The bell service will be ready to carry the luggage
of the customer upon departure. They will assist
the customer for sending off the customer. They
will secure the luggages of the customer when
leaving. They will provide quality service for the
customer when in departure. The bell service
ensures safety and security of the luggages and
customer.
4. Food and Beverage
As assign in the Food and Beverages, we will
assure the needs of the customer upon their
request. And make sure that the delivery is on time
so that no complaint will be received from the
customer. The food and beverage will also assure
the cleanliness of it. As said earlier, cleanliness is
the key to good health. As the hotel’s vision, we
ensures safety of the customer.
3. The reservations agent just informed the front office that 50 Korean
tourists will be arriving tomorrow and will occupy room 101-120. All
of them are vegetarian and will be having a buffet dinner at function
room A. They requested as well to remove all alcoholic beverages at
the mini-bar. The travel agency will be paying for room and meals only,
other charges incurred by guest will be paid personally. Fill in the
reason(s) column below showing why the following departments need
to be informed.
Department/Unit
1. Housekeeping
2.
Food
Beverage
Reason/s
As the housekeeping assign, we will make the
room be ready to use upon the customers
departure. We will assure the cleanliness of the
room. It is very important to maintain the
cleanliness of the room and also to prevent
complaint report from the next customer. The
housekeeping will help sanitize the room and
make sure to fix everything that is not unfixed.
and As they requested to remove all alcoholic
beverages at the mini-bar and as they are all
vegetarian, we will make sure to follow their
request. We will assure that the buffet dinner
will be prepared well before their departure and
to be presentable for the customers. The food
and beverage will also assure the cleanliness of
it. As said earlier, cleanliness is the key to good
health. As the hotel’s vision, we ensures safety
of the customer.
3.
Accounting/ As the accounting or billing, we will assure that
upon payment of the customer, it will be
Billing
organize. We will take note that the travel
agency will be paying for room and melas only
and other charges incurred by guest will be paid
by the customer. And as the accounting, we’ll
assure the correctness of their bill so that no
complaints will be received from the customer.
4. Bell Service
The bell service ensures safety and security of
the luggages and customer. The bell service will
be ready to carry the luggages of the customers
upon their departure. And of course to assure
that their luggages will not be mixed to other
luggages. They will also provide quality service
for the customer when in departure. The bell
service ensures safety and security of the
luggages and customer.
5. Banquet
Banquet service is a range of service styles for
large events like the buffet dinner. As the
banquet, we’ll assure that the function room will
be available for their buffet dinner. Banquet
style service may feature plated food, buffet or
food stations that it is very pleasing to the
customers. And as the customers are all
vegetarian, we will make sure that what’s in the
buffet dinner will all vegetables and offer our
best menu that we had.