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  • Generate and Check Guest For Accuracy

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    Janet Preposi
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    The document provides guidelines for handling packages and guest room keys at the front desk. It describes logging package details in a package notice and logbook, including placing notices in guest rooms and attaching them to packages. Keys should only be given to properly identified guests after verifying their room number and last name match the reservation. Emergency, master and guest room keys are used for security, with procedures for handling keys varying by hotel.

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    The document provides guidelines for handling packages and guest room keys at the front desk. It describes logging package details in a package notice and logbook, including placing notices in guest rooms and attaching them to packages. Keys should only be given to properly identified guests after verifying their room number and last name match the reservation. Emergency, master and guest room keys are used for security, with procedures for handling keys varying by hotel.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    13 views7 pages

    Generate and Check Guest For Accuracy

    Uploaded by

    Janet Preposi
    The document provides guidelines for handling packages and guest room keys at the front desk. It describes logging package details in a package notice and logbook, including placing notices in guest rooms and attaching them to packages. Keys should only be given to properly identified guests after verifying their room number and last name match the reservation. Emergency, master and guest room keys are used for security, with procedures for handling keys varying by hotel.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 7

    GENERATE AND CHECK GUEST FOR

    ACCURACY
    MAIL AND PACKAGE
    HANDLING

    Package are normally left at the Front Desk by:


    • In-house guest
    • Outsider’s for an In-house guests.
    The desk clerk should fill out a package
    notice in duplicate with the following information:
    ✓ Dateof the package is received
    ✓ Name of the person the package is intended for
    ✓ Room number on address/telephone number
    ✓ Description of the person who left the package
    ✓ Name of the person/guest who left the package and his
    room number/address and telephone
    • The original copy of the package notice is placed inside the
    key hole of the guest (in case of no.2) and the hold mail rack
    ( in case no.1) The duplicate is attacked to the package. Large
    packages are kept in the bell service counter
    • Receipt of the package or the package notice is recorded in the
    package logbook.
    In the logbook, the following columns are provided:
    ✓ Package notice number
    ✓ Name of sender
    ✓ Room number or address/telephone
    ✓ Description of items
    ✓ Room number of sender or his address/telephone
    ✓Desk clerk’s signature
    ✓ Signature of guests outsider
    • Desk clerk shall require the person claiming the package sign in
    the original copy of the package notice and the package logbook

    Process of dealing with customer concerns and objections:


    — Acknowledge the Problem
    — Dig for facts and details What, Who, Where and How?
    — Accept responsibility: Apologize if at fault
    — Offer an alternative niolution
    — Check customer’s acceptance of solutions/strategy
    — Act on the solutions
    — Follow up, give the guest a feedback
    PROCESSING KEY
    CARD

    PURPOSE:
    — It is the duty and responsibility of the front desk staff to
    ensure the right guest the given
    the key to his room and his safety and security
    pertaining to issuance of key icompromised or violated during his stay in
    the hotel.

    — Front Desk Agent should never give keys, room numbers,


    messages, parcels or mails to any person without first requiring
    appropriate identification.
    — For Security reason hotels uses at least three types of keys,

    Emergency Key, Master key and guest room


    keys. Types of keys used may vary hotel by hotel but the
    process of handling them remains pretty much the same.

    What to do when guest request for room key?


    — Request for Guest’s last name and room number.
    — Cross check the information given against by guest
    gainst the
    reservation details on the hotel software (PMS).

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