Pertemuan 14
Transcript of Pertemuan 14
Mata Kuliah : Pengantar PerhotelanTahun : 2013Pertemuan: 14Human Resource Departement
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Topics
• Guest Services• Guest Supplies• Work flow
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Learning Outcomes
• Students are able to differentiate flow of– Guest service– Guest supplies
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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)
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Guests
Form of arrival• Individual• Family• Group: Package tour and corporateFacilities used• Stay in – Tourist / Guest• Visiting – Visitor
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Guests
1. Children2. Teenagers3. Ill guests4. Mature guests5. Handicapped guest: Wheelchair guests, Visually impaired guests and Deaf or
hearing impaired guests, Speech Difficulty6. International guests7. VIPs8. Late arriving guests9. Inebriated guests10. Guest on special requests: ethical (vegetarians & vegan), religious (Moslem,
Hindu, Sikh, Jewish) and medical problems
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Guest Service Blue Print in Hotel
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Term in Check In
CHECK IN• Walk-in Guest• With Reservation: via tour
and travel agent, airlines, hotel representative, internet, hotel consortium
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Term in Check Out• 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
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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.
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Employee working condition
• Types of employee: casual and permanent.• Working hours: 3 shift (morning, noon, night).• Working area: frontliners and backliner.
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Empl
oyee
blu
e pr
int Front Desk
Room
Restaurant
Room allocation
Registration
Guest card
• Guest list• Room report• Sales recap• Room slip• Guest history• Room statistic
Dokumen
C/O
Housekeeping store
Floor station
Linen room
F&B Service
• Roomboy sheet• Room report• Workplan
Laundry
Cleaning
• Food cost• Standard recipe• Sales history
Housekeeping
Kitchen
FO Cashier
C/I
C/O
order
consume
Menu
W
W
W
W
W
F
F
F
F
Storeroom
Purchashing &
receiving
StorageF Failure
WaitingW
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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.
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Flow of Guest Amenities
Public areaPublic area• Order - Purchase
• Set the product specification
PurchasingPurchasing ReceivingReceiving General storageGeneral storage HK Store RoomHK Store Room
RoomsRooms
• Check materials
• Receive products
• Store
• Release based upon requests
• Material order procedures
• Material use procedures
• Usage
• Maintenance
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Flow of Food and Beverage
PurchasingPurchasing ReceivingReceiving General storageGeneral storage F&B Store RoomF&B Store Room
KitchenKitchen
Restaurant, Banquet, Bar, Roomservice
Restaurant, Banquet, Bar, Roomservice
• Processing
• Presenting
• Order - Purchase
• Set the product specification
• Check materials
• Receive products
• Store
• Release based upon requests
• Material order procedures
• Material use procedures
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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.
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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
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Handling Complaints
Three basic steps1. 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
2. Apologize with the Golden Rule :• Our Guest is Our King• They should be treated accordingly• If they make mistakes, remember rule no.1
3. Do some immidiate actions
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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.
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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.