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Alur Operasional Hotel Pertemuan 15-16

Alur Operasional Hotel Pertemuan 15-16. Matakuliah : G0424 – Hotel and Restaurant Management Tahun : 2008. Topics. Guest Services Guest Supplies Work flow. Learning Outcomes. Students are able to differentiate flow of Guest service Guest supplies. Guest Flow. Consideration

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Alur Operasional Hotel Pertemuan 15-16

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  1. Alur Operasional HotelPertemuan 15-16 Matakuliah : G0424 – Hotel and Restaurant Management Tahun : 2008

  2. Topics • Guest Services • Guest Supplies • Work flow

  3. Learning Outcomes • Students are able to differentiate flow of • Guest service • Guest supplies

  4. 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)

  5. Guests Form of arrival • Individual • Family • Group: Package tour and corporate Facilities used • Stay in – Tourist / Guest • Visiting – Visitor

  6. Guests • Children • Teenagers • Ill guests • Mature guests • Handicapped guest: Wheelchair guests, Visually impaired guests and Deaf or hearing impaired guests, Speech Difficulty • International guests • VIPs • Late arriving guests • Inebriated guests • Guest on special requests: ethical (vegetarians & vegan), religious (Moslem, Hindu, Sikh, Jewish) and medical problems

  7. Guest Service Blue Print in Hotel

  8. Term in Check In CHECK IN • Walk-in Guest • With Reservation: via tour and travel agent, airlines, hotel representative, internet, hotel consortium

  9. Express C/O Late C/O 0 = Occupied V = Vacant SO = Sleep Out NB = Occupied No Baggage DD = Do not Disturb 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 Term in Check Out

  10. 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.

  11. Employee working condition • Types of employee: casual and permanent. • Working hours: 3 shift (morning, noon, night). • Working area: frontliners and backliner.

  12. FO Cashier Dokumen C/O • Guest list • Room report • Sales recap • Room slip • Guest history • Room statistic Employee blue print Room allocation W F C/I C/O Front Desk Registration W Guest card • Roomboy sheet • Room report • Workplan Housekeeping store Housekeeping F Cleaning Room Floor station W Purchashing & receiving Linen room Laundry Storeroom • Food cost • Standard recipe • Sales history W Menu Restaurant order consume F F&B Service W F Kitchen Storage Failure Waiting F W

  13. 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.

  14. Flow of Guest Amenities Rooms General storage Purchasing HK Store Room Receiving Public area • Order - Purchase • Set the product specification • Check materials • Receive products • Store • Release based upon requests • Material order procedures • Material use procedures • Usage • Maintenance

  15. Flow of Food and Beverage Kitchen General storage Purchasing F&B Store Room Receiving Restaurant, Banquet, Bar, Roomservice • Order - Purchase • Set the product specification • Check materials • Receive products • Store • Release based upon requests • Material order procedures • Material use procedures • Processing • Presenting

  16. 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.

  17. Types of Complaints • Based on source of complaints • Internal – employee, management and owner. • External – guests, partner/supplier and competitors. • Complaint categories • Mechanical complaint • Attitudinal complaint • Service related complaint • Unusual complaint

  18. Handling Complaints Three basic steps • 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 • Apologise with the Golden Rule : • Our Guest is Our King • They should be treated accordingly • If they make mistakes, remember rule no.1 • Do some immidiate actions

  19. 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.

  20. 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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