After reading this chapter, you should be able to:

1. CHAPTER 6 • The Guest Service of Lodging 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.

2. 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

3. 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.

4. 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

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. 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.

11. 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

12. 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

13. Discussion Questions • How does the concierge help the guest service experience? • List and provide solutions for three common front-desk issues. • What is “walking a guest,” and why is it done? • List the procedures common to checking out a guest. • What is the difference between EP, AP, and MAP? • Why might it be helpful to consider your grandmother visiting when relating to hotels? • Should housekeepers acknowledge the guest? • After reading the feature about Mr. Hostettler, how would you describe his idea and importance of a “brand”?