Front Office Operation

1. Guest Relation & Handling Complaint
Session 9
Front Office Operations

2. • Job Description and relation of GRO
• SOP of Guest Relation
Managing Guest Complaints

3. These slides have been adapted from:
Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1st Books Library. Upper Saddle River, New
Jersey. ISBN:0131700693
Chapter 9
Sudhir Andrews. (2013). Hotel Front Office: A Training
Manual. 3e. Mc Graw Hill Education. New Delhi.
ISBN: 978-1-25-900497
Chapter 20
Acknowledgement

4. LO 2 : Recognize the Standard Operating Procedure in
Front Office Department.
LO 3 : Perform the Standard Operating Procedure in Front
Office Department
Learning Objectives

5. Guest Relation Exectuive
The GRE operates in a shift that covers the peak hours when guests
leave the hotel and return. The trend of guests moving out for the day
shows that guests leave in the morning (8 a.m to 9 a.m) for work of
sightseeing. Many return for lunch (12.30 p.m to 2 p.m). Guests finally
return in the evening at around 6 p.m to 8 p.m. The GRE plans her
presence so as to be available during these hours for maximum
interaction with guests. She enquires about their day and finds out if
they would like any specific service that would make their stay
comfortable.
The GRE is generally in charge of attending to VIPs and regular guests
only, though she cannot and does not deny assistance to any guest
who seeks help. Again, The GRE cannot perform all the tasks requested
by guests and therefore has to seek the help of other member of the
hotel team to assist her.

6. Job Description of the
Guest Relations Executive
• Job Title
Guest Relations Executive
• Reports to
1. Front Office Manager
2. Accommodations Director
• Job Summary
To Provide personalized services in a cordial and courteous manner to
guests, ensuring their comfort and linkage with various services to their
satisfaction.
• Supervises
None
• Limits of Authority
May communicate with guests directly for proper coordination
between the hotel and them. May access any part of the hotel in the
performance of her duties.

7. Job Description of the Guest
Relations Executive
• Duties and Responsibilities
1. Note any special instructions left in the Lobby Managers Log
Book.
2. Check the arrivals and departures of the day, especially the VIPs
and plan to be there to receive them or see them off
3. Welcome guests as per procedures set by management
4. Offer assistance for any services required by guests
5. Manage all guest complaints and take action appropriately
6. Coordinate with group leaders and crew at the time of arrivals
and departures
7. Maintain guest history cards of regular guests and VIPs
8. Assist the sales in familiarization tours of the hotel.
9. Coordinate with concerned departments to resolve guest needs.
10. Assist the security in lobby surveillance.

8. • Coordinates With
1. Front Office : for latest arrivals and departures & changes in guest
room allotments.
2. Concierge : for external services and baggage movement.
3. F&B : on matters of guest parties, food & beverage services, table
reservations.
4. Housekeeping Desk : for room clearances, room maintenance,
laundry services, room supplies.
5. Health Club : for booking of services.
6. Business Centre : for booking meeting rooms, secretarial services,
and office services.
7. Florist : for flower arrangements and bouquets.
Job Description of the Guest
Relations Executive

9. • Minimum Educational Qualifications
Graduate
• Experience
Minimum one month training in hotel systems, procedures & facilities.
• Skills & Competencies
1. Through knowledge of Front Office systems and procedures.
2. Socially Confident
Job Description of the Guest
Relations Executive

10. Other Relevant Department For
the GRE
The diagram below shows who she coordinates with to fulfil guest
needs
Department GRE Coordinates with several departments

11. JOB DESCRIPTION
* Plan and coordinate the provision of friendly, efficient services to guests.
* Schedule activities for guests
* Plan and coordinate all promotional activities targeting clients
* Trace relevant statistics about clientele
* Coordinate and supervise all activities for guests
* Assist with check-ins / check-outs of clients
* Greet Guests upon arrival
* Assist guests with airline bookings and reconfirmation's
* Assist all departments in being receptive to the needs of guests
* Assist staff with language and culture
* Attend recreation activities when necessary
* Plan and conduct group and function rundown meetings
* Assist in any other duties when required by the Front Office Manager
* Assist with translations (information: guest directory; menus etc.) as required
* Provide feedback from Guests to Front Office Manager for action
Source: http://hotelmule.com/forum/viewthread.php?tid=897
Bina Nusantara 11

12. Bina Nusantara
12
Who is considered as VIP?
According to a Baltimore Marriott Waterfront Front Office Manager Karl
Heinz a VIP is someone who spends, or has the potential to spend, a lot of
time and money in a property.
The very important people at the Waterfront property consist of the
1. Platinum Elite Members and
2. VIP groups 1, 2 and 3 in-cluding group contacts, meeting planners, high
profile individuals, high profile Marriott employees, TV and movie
production crews, sports celebrities and in-ternational diplomats.

13. Bina Nusantara
13
Who is considered as VIP?
The VIPs want the “finest facilities and amenities,
personal attention, responsiveness, sparkling
bathrooms, good china, elegant linens, superb table
appointments, and to be surrounded by other affluent
people. Given all that, they will gladly pay for it”
(Mann 1993, 54).

14. VIP Group 1 :
Typically group staff members (Marriott Global Sources 2013).
They receive nightly refresh service from the housekeep-ing, are guaranteed
to get the requested room type and are guaranteed to have a room ready upon
arrival.
They receive housekeeping services in their room before noon and they can
request a standard amenity upon arrival.
If re-quested, the VIP will have an access to the concierge lounge.

15. Consists of titled VIP’s, for instance vice presidents and chief executive
officers and general meeting planners (Marriott Global Sources 2013).
 They receive nightly refresh service from the housekeep-ing, are guaranteed
to get the requested room type and are guaranteed to have a room ready upon
arrival.
They receive housekeeping services in their room before noon and they will
have a standard amenity upon arrival.
They will have an access to the concierge lounge.
Receive their room keys in a personalized key packet and they have
bathrobes, slippers and bath rug in the room.
After check-in, but before 9 pm, the front office manager gives the guest a
follow-up phone call to ensure everything is according to the guest’s
preference.
VIP Group 2:

16. VIP Group 3 :
The status is given to meeting planners, high profile VIPs and Site Inspection
VIPs (Marriott Global Sources 2013) .
All of the previously listed services are available for these guests.
Additionally if requested, the hotel can provide transportation to the guest
from the airport or train station.
Because all VIPs bring a great amount of business to the hotel it is important
to give perfect customer service to all of them despite their classification in
the reservation

17. Bina Nusantara
17
VIP CHECK IN PROCEDURE
1.Greet the guest from the main door.
2.Escort the VIP guest to the GRO station.
3.Registration process: ask the signature only on the RC.
4.Escort the guest to the room.
5.When arrive at the room, explain the room facilities
and give the room key, guest card,etc.
6.Offering last assistance.
7.Update the information on the system based on the
registration card and put your initial on the
registration card.

18. Complaint Handling
Complaints are breakdowns in the systems and procedures of the
hotel and therefore unfortunate. The GRE being in the frontline is
the main person to receive complaints. Here are some tips in
managing complaints:
1. Listen
2. Give Directions
3. Apologize
4. Action
5. Follow Up

19. Listen
Listen carefully to the complaint. It is important for the GRE to
divorce herself from the emotions expressed and understand the
nature of the problem thoroughly

20. Give Directions
Give directions if it seems a problem that can be handled by the
guest. For example, the guest may complain about the television
not working. It could be simple thing that the main electrical
socket is switched off or the cord to the television is not
connected. These directions must be done politely but clearly.

21. Apologize
Apologize to the guest. An apology is the least that a guest expects
from the management and reduces his/her hostility.

22. Action
Tell the Guest the exact action that will be taken. For example, the
GRE can say, “I will inform the maintenance immediately, who will
be in touch with you shortly.” Guests like action not discussions on
the issue.

23. Follow Up
Follow Up with the servicing department and the guest if action
has been taken. Even if action is not taken, guests like to know
that someone is following up on the matter.

24. References
• Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1st Books Library. Upper Saddle River, New Jersey.
ISBN:0131700693
Chapter 9
Sudhir Andrews. (2013). Hotel Front Office: A Training Manual. 3e.
Mc Graw Hill Education. New Delhi.
ISBN: 978-1-25-900497
Chapter 20
• Journal : VIP SERVICE IN HOSPITALITY INDUSTRY.
• Self Produce Video : Escorting the Guest

25. Thank You
HAVE A GOOD DAY