Thursday, February 14, 2008

Front Office Operations management

Welcome and register guests
Overview 2
What is registration? 3
Steps to register a guest 3
Detailed steps to register a guest 5
Prepare for group arrival 8
Dealing with methods of payment 10
Setting up guest folios 10
Methods of payment 10
Guest services 16
Guest mail and messages 16
Safety deposit boxes 16
Room keys 18
Local attractions 18
Availability of rooms 19
Feedback to activities 24

Overview
This topic deals with how to welcome and register the guest both with and without a reservation and includes how to anticipate and meet guest needs and expectations. These resources also cover guest service such as:
· mail/messages
· safety deposit boxes/in room safes
· concierge assistance/local attractions.
It is important when welcoming guests to your establishment to remember that individuals have varying expectations and needs. The corporate guest may want to get access to their room as quickly and efficiently as possible while the family or F.I.T travelling alone may want more conversation and information about the property.
What is registration?
Registration is the legal process of recording a guest's name and personal details and assigning them a room for a specified period of time.
At the completion of this resource you will have a thorough understanding of why the registration process is so important for the safety of the guest and for the profit of the establishment.
Remember - registration is a legal requirement.
Steps to register a guest
Whether your guest is an F.I.T., corporate booking or booked through a travel agent, each should be registered in basically the same way:
· welcome guest - warmly and courteously, use hotel name, offer assistance
· establish guest has a reservation
· issue registration card and point out the areas the guest must complete
· retrieve original booking
· confirm details
· allocate room
· act on MOP
· issue key/room card
· sell hotel facilities
· offer assistance - wake-up calls, safety deposit facilities, messages
· introduce porter
· complete paperwork once guest has left reception
The registration process changes slightly for a walk-in without a reservation:
· greet guest
· obtain basic information
· check availability
· if you have rooms for sale apply selling skills
· issue registration card and point out the areas the guest must complete
· confirm details
- length of stay
- no of guests
· allocate room and collect key/room card
· check registration card to ensure all details are complete
· write the room number on the card
· act according to MOP
· issue key
· sell hotel facilities and services
· offer assistance with wake-up calls, messages or safety deposit facilities
· final welcome
· introduce to porter
· complete paperwork .
Group arrival is different again:
· pre-allocate rooms to group members
· rooming list
· final preparation
· welcome group to the hotel
· check in group master
· check in group members
Here is a completed registration card.

Sally
Guest registration is a legal requirement. This is where the guest supplies their personal information and signs the registration card. By doing this they are accepting liability for all charges incurred during their stay.
The registration process is also used to generate an in house guest list. This is used in case of emergency such as a fire, to account for all the guests in the hotel. That is why if people are sharing a room it is important that they are both registered, either as Mr & Mrs or by their own name.
Some hotels charge for the room by number of people occupying it, if more than two. To maximise revenue it is important for the hotel to know how many people to charge for.

Activity 1
Outline why guest registration is important.
Detailed steps to register a guest
This resource covers the steps involved to register a guest. During this time the guest is forming an opinion of the establishment. The GSA must take into account the different needs and expectations of the guest and act on these at check in. By having a standard set of steps for registering a guest, all procedures are covered. The knack of a good GSA is to carry out these steps without seeming automated and giving each guest an individual warm welcome.
Activity 2: Flow chart for a guest with a reservation
In this activity you will develop your dialogue with a guest during the check in procedure.
Guest arrives with reservation
Step
Key points
Your dialogue
Greet guest.
Establish if guest is holding a reservation.
Use correct protocol.
Make guest feel welcome.
Listen carefully .

Ask guest name.
Retrieve reservation.
Give registration card and pen.
Ask guest to complete details required on registration card and explain.

Confirm details
- Length of stay
- No of guests
Do not advise rate unless no other guests are present at the desk.

Allocate room and collect key/keycard.
If possible ask guest if they have a preference for a specific view or floor.

Check registration card to ensure all details are complete.
Write room number on the card.
Ensure registration card has been signed and MOP stipulated.

Act according to MOP
Follow management policies regarding acceptable payment methods. Refer to "Deal with different methods of payment".

Issue key.
Sell hotel facilities and services.
Offer assistance with wakeup calls, messages or safety deposit facilities.
For security reasons never loudly announce room number.
Offer your assistance to guest throughout their stay.

Final welcome.
Introduce to porter.
Give guest directions if porter not available - using open handed gestures.

Complete paperwork.
Registration card.
Guest accounts.


Activity 3: Flow chart for a guest without a reservation
In this activity you will develop your dialogue with a guest during the check in procedure.
Guest arrives without reservation: "Walk In"
Steps
Key points
Your dialogue
Greet guest.
Obtain basic information.
Check availability.
Use correct protocol.
Make guest feel welcome.
Listen carefully.

If you have rooms for sale, apply selling skills.
Issue registration card.
Ask guest to complete details required on registration card explaining what is required if necessary.

Confirm details:
- length of stay
- no of guests
Do not advise rate unless no other guests are present at the desk.

Allocate room and collect key/keycard.

If possible ask guest if they have an preference for a specific view or floor.

Check registration card to ensure all details are complete.
Write the room number on the card.
Ensure registration card has been signed and MOP stipulated.

Act according to MOP.
Follow management policies.

Issue key.
Sell hotel facilities and services.
Offer assistance with:
- wakeup calls
- messages or safety
- deposit facilities
For security reasons never loudly announce room number, offer your assistance to the guest throughout their stay.


Final welcome.
Introduce to porter.

Give guest directions if a porter is not available - use open handed gestures.


Complete paperwork.

Registration card .
Guest folio.


Prepare for group arrival
Now we will look specifically at group check in and how it varies from other check ins. When a group checks in, normally the GSA will only deal with the tour/group leader.
Before a group can be checked in certain details must be available and thoroughly checked before the arrival date, including:
· ETA/ETD
· rooming list ready
· rooms assigned
· staffing requirements
· porter/concierge (luggage collection times)
· food and beverage
· functions department
· hospitality room/area
Group arrival procedure
Steps
Procedure
Pre-allocate rooms to group members
Liaise with housekeeping, take ETA into account
Allocate rooms including:
- FOC for bus driver
- FOC for tour leader if applicable

Rooming list
Distribute rooming list to:
· concierge/porter
· communication/telephones
· housekeeping
· in room dining
· food and beverage outlets

Final preparation
Room keys and welcome letter placed in envelopes with:
· name and room number on the front of each
· general hotel information included in package
Hotel Registration Cards may be included (group can be registered by group/tour leader on one card. Rooming list must be attached to card.

Welcome group to the hotel
Welcomed group members on bus or in lobby
Room keys and Rooming List given to Group/Tour Leader
Relevant paper work is collected - vouchers etc
Details confirmed with tour leader: wake up calls, luggage pick up, meals etc
Any changes followed through keys distributed and final welcome to group
Concierge delivers luggage to rooms

Check in group master
Group master account is set up for all common charges:
Check to ensure total accommodation equals the rooms/rate quoted
Check in group members
Group members are checked in, any room changes recorded and ‘extras’ accounts established for each group member.
Dealing with methods of payment
Setting up guest folios
Guest accounts can be raised manually or generated by the computer. Pre-printed forms are used, customarily in duplicate, sometimes in triplicate. The top copy is the guest's copy, the bottom copy the hotel's record.
An account must be raised for every room. If two or three people share a room and wish to pay individually, an account will be raised for each guest. If an account is partly paid by a company or a travel agent, a master account must be raised for the company charges and a second account (incidental or extras account) prepared for the guest to pay all extras.
When raising an account, ensure all details are correct and the account looks professional.
Methods of payment
When a guest checks in they may offer a number of different methods of payment. You must have a thorough understanding of different methods of payments (MOPs) and how to act on them to be able to check a guest in.
Most establishments will not issue a key to a guest until they have secured a method of payment for the room. This is an effort to discourage skippers - people who leave the hotel without paying.
Cash
With the advent of credit cards and electronic transfers, the need to carry cash has diminished around the world. However, cash is still used. Cash cannot be traced and must be handled carefully. Each establishment will have its own cash policy, however the general rule of thumb is that the guest must pay their accommodation charge up front and some kind of cash security deposit to cover telephone calls, room service and mini bar. Any deposit not spent is refunded on departure.
Cheque
A cheque is a written instruction by a bank account holder to their bank to pay a sum of money on demand. Policies regarding personal cheques vary from establishment to establishment. Commonly, personal cheques are not accepted unless prior arrangement is made with the hotel management.
To facilitate cheque payments for our guests, the hotel may use one of two companies Tele-cheque or Transax. The hotel negotiates a contract with either company which will guarantee a guest's cheque if there is no adverse credit information and will charge the hotel (merchant) a percentage of the total cheque.
A cheque payment must be authorised on check in if the guest indicates he/she wishes to use a cheque payment. The total of the account is estimated and a cheque reserved from the guest's cheque book. An authorisation number can then be obtained. At departure a variance of up to ten (10) % is acceptable. If the difference is above 10 % a new authorisation must be obtained for the additional amount.
The preauthorised and signed blank cheque must remain in the hotel safe until departure.
Credit cards and bank cards
The most common cards accepted by most establishments are as follows:
Bank cards
Credit cards
Bankcard
American Express
MasterCard
Diners Club
Visa
Japanese Credit Bureau (JCB)
The difference between the two columns is that with Bankcard, MasterCard and Visa the establishment gets their money straight away – these are known as bank cards. With American Express, Diners Club and JCB the establishment is paid monthly – these are know as credit cards. On check in a pre-authorisation is obtained – usually for the amount the room rate for the entire stay.
All equipment, stationery and information supplied by the bank or card company must be kept confidential and secure from unauthorised use.
Accepting payments
· Cards must be checked for authenticity (e.g. hologram). If in doubt ring for authorisation.
· When using an imprinter, check all copies for clarity.
· Remove and destroy (or offer to guest) the cover sheet for the guest's security.
· Check validity dates, then tick box or circle date, tick appropriate card type if applicable (Visa, MasterCard, Bankcard).
· Compare signature on card to signature on voucher.
· Check warning bulletin, phone for authorisation if listed.
· Obtain authorisation if amount of invoice is above your floor (merchant) limit.
· Retain the card until authorisation has been granted or declined. The provider will inform you if you should keep the card and a reward may be paid for stolen or cancelled cards.
Amounts cannot be altered without the cardholder's (guest's) authority. The bank/credit card company must be informed of the change/cancellation of the authorisation amount and new authorisation obtained.
If a guest paid by credit card and requires a refund a credit voucher must be completed. Do not refund cash. If an adjustment to the paid amount is required, complete a credit voucher for the old total and prepare a new sales voucher for the amended total.
In the case of faulty equipment, inform the bank or card provider. If necessary, handwritten vouchers will be accepted provided authorisation has been obtained.
If a card has been left behind by a guest retain the card for 24 hours in a safe place. If claimed, establish identity of cardholder before returning card, compare signature. If not claimed, cut in half and hand in to bank.
A charge may not be accepted for the following reasons:
· cardholder disputes the amount
· total/sales amount has been altered without authority
· sale is over the floor limit without authorisation
· credit voucher has not been processed for refund
· authorisation avoided by splitting a sale
· card has expired or is invalid and listed on the warning bulletin.
If in doubt, always ring for authorisation or advice. The authorisation phone lines are manned 24 hours per day, seven days per week.
The floor limit or merchant limit
Floor limits vary for different sales outlets and different card types. The individual business is allocated a maximum amount, called a floor or merchant limit, above which phone authorisation must be obtained. As long a the credit card number is not listed on the cancellation bulletin, the payment of amounts accepted by the merchant below the floor limit is guaranteed by the bank or card company. Floor limits are set at levels that will take into account an assessment of the average amount of a card sale typical to that business. For security reasons the floor limit should never be divulged to the cardholder.
Merchants receive regular update of cards that are invalid. A reward is offered to a person who retains a cancelled card and returns it to the credit provider. The bulletin is confidential.
Travellers cheque/foreign currency
Many hotels have a high number of overseas guests who may wish to exchange foreign currency or pay their account by it. This may be in the form of overseas bank notes or traveller’s cheques. It is important to remember, however, that hotels cannot sell foreign currency and that any change given to a guest wishing to settle their account must be in local currency.
At the reception desk a foreign currency display board shows the value of one (1) unit of the foreign currency in Australian dollars (A$). It is a lower rate than that given by the banks to cover the hotel for currency fluctuations and bank charges. Management, accounts department or the front office manager usually calculates the hotel rate.
Agent vouchers
Guests booked by travel agents carry a voucher issued by the agent. The voucher can be either a proof of booking (guaranteed accommodation) only, or pre-payment to agent for:
· accommodation only
· accommodation and specified meals
· all charges (very seldom – e.g. travel agent's staff)
If the voucher covers room only or room and breakfast, another method of payment must also be obtained to cover any extra charges.
Due to commission paid to the agent, under no circumstances should the room rate charged to the travel agent be disclosed to the guest. The incidental account only is presented to the guest for payment.
Company charge
Companies whose employees and delegates stay at your property regularly may wish to establish credit facilities with the property. This allows their representatives to charge the account back to the company for payment, thus eliminating their staff to settle their own accounts first and later obtaining reimbursement from the company when they return.
Who can charge?
A record of established accounts should be at the front desk for quick reference. A company requesting to open a charge account should:
1 complete a credit application form, listing all personnel authorised to charge and their signatures
2 be asked to forward a letter of authorisation together with their confirmation for every booking.
3 3. be asked to state clearly what items may be charged and what items have to be paid directly by the guest.
In the case of a company charge, the master account is presented to the guest and must be signed. The guest on departure will settle the incidental account.
Activity 4: Dealing with methods of payment
In this activity you will have to match the method of payment to the correct policy.
Draw a line to match the relevant procedures to the method of payment.
Guest must pay their accommodation charge up front and some kind of cash security deposit to cover telephone calls, room service and mini bar. Any deposit not spent is refunded on departure.
Credit card
Payment must be authorised on check in. The total of the account is estimated and an authorisation number obtained. At departure a variance of up to ten (10) % is acceptable. If the difference is above 10 % a new authorisation must be obtained for the additional amount.
Company charge ‘ full payment’
On check in a pre-authorisation is obtained ¨ usually for the amount the room rate for the entire stay.
Cash
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges.
Cheque
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges. The master account is presented to the guest and must be signed.
Company charge ‘partial payment’
The master account is presented to the guest and must be signed.
Travel agent voucher
See the end of this topic for feedback
Guest services
The reception area maybe the first point of contact a guest has with the hotel. The guests register and check in at the front desk as well as seek answers to their enquiries and solutions to their problems.
As the reception desk is the hub of the hotel, the GSA is required to carry out other duties such as
· mail and messages
· guest luggage
· room keys
· safety deposit boxes.
Guest mail and messages
Reception is the nucleus of the hotel so guest mail and messages are delivered there before being sorted and delivered to guest rooms. Discretion and security must be considered when handling mail and messages. Depending on the establishment guest mail may be handled in two ways. One way is the mail being delivered directly to the guest room and the other is to keep it at the desk in pigeon holes of a file. All mail received and delivered is recorded in a log book. Mail received for a guest who has checked out and has not got a future reservation with the hotel should be returned to sender after seven days if the guest has not left instruction for it to be forwarded.
Safety deposit boxes
Every property must, by law, be able to offer safety deposit facilities to their guests. Guest valuables may be deposited either in the hotel's main safe or, if provided, individual deposit boxes for the guests' use. Some hotels offer individual safes in every room.
Never refuse to accept guest's valuables for security deposits. It will make the property liable for the total value of the property in case of loss or theft.
The Innkeepers Act (NSW) states:
An innkeeper may in certain circumstances be liable to make good any loss of or damage to a guest's property even though it was not due to any fault of the innkeeper or any servant in his employ.
This liability however:
a) extends only to the property of guests who have engaged sleeping accommodation at the inn
b) is limited to one hundred dollars to any one guest
Except in the case of property, which has been deposited, or offered for deposit or for safe custody. It does not cover motor vehicles or other vehicles of any kind or any property left in them, or horses or other live animals.
This notice does not constitute an admission either that the Act applies to these premises or that liability there under attaches in any particular case.
In NSW a copy of this act must be prominently displayed at the front desk and in each room. It can be found at the back of the entrance door in most guest rooms.
Safety deposit records
Whether safety deposits are kept in the main safe or individual safety deposit boxes, accurate records must be kept. These records may be in book format, loose sheets, cards or computerised records. Only people whose names appear on the registration for a safety deposit box may have access to that safety deposit.
Safety deposit box key system
· the front office holds one master key for all boxes
· one individual key per box available for guests
· only both keys (master and individual) used together will open the box
A second full set of individual keys is kept at the bank in wax sealed envelopes for use in emergencies only. (e.g.: loss of key by guest)
Case study: Guest services
Sally
At the reception desk we do more than check in and check out guests. We are also responsible for guest mail and messages. Just like when you are waiting for an important call or mail at home that will affect the outcome of your day, it is the same for a guest staying at your establishment.
A corporate guest may be waiting on news of a meeting or guests on holidays may have had some theatre or theme park tickets sent to the hotel and require these for their day’s plans. If the mail and messages do not get to the guest on time their whole stay with you could be affected.
The same importance is placed on guest luggage, imagine how you would feel if your bags went missing during a holiday. We are responsible for any bags left in our possession and great care should be taken at all times.

Room keys
Room keys are a security issue at the reception desk. A key should not be issued to anyone who is not a registered guest in that particular room. If traditional keys are in use a key audit should be carried out on a regular basis to ensure that all keys are accounted for. This means making sure that all keys in circulation are accounted for. If keys are unaccounted for a decision may be made to change the lock. It is more common now for plastic keys, similar in size to a credit card and encoded by magnetic strip, to be used in medium to large establishments. These alleviate the need for key audits as they are programmed for the duration of the guest stay only and have no room number recorded on them.
Local attractions
Another service that we offer to guests at the reception desk is our knowledge of the local area and attractions. Remember the guest may never have visited your area before and are relying on you to be able to advise them of things to see and do.
Activity 5: Research local attractions
Research at least five areas of interest in your local area such as theme parks, local attractions and places of interest. Find out opening times, feeding times, cost and other relevant information.
Availability of rooms
To maximize the sale of rooms and therefore increase revenue, the receptionist must have a thorough understanding of how to calculate room availability. It is necessary to monitor room status throughout the day. Historical information regarding arrivals and departures is used to assess room availability correctly. In order to increase the accuracy of the calculation we need to know the historical data of guests. These are some common terms given to different situations relating to guest arrivals and departures.
· Under stays - check out before their due date.
· Over stays - check out after their due departure date.
· Early arrivals- arrive at an earlier date than stated.
· Cancellation or no shows - do not arrive at all.
Rooms available for sale are not always equal to the total number of rooms in the hotel. Some rooms may be out of order (OOO) making these unavailable for sale. For example 250 rooms with 7 (OOO) = 243 rooms available.
Computers are used to calculate availability in most hotels. However it is important to understand the process and what to do in case of computer systems failure.
Completed room availability example
Room Availability
Total Number of Rooms





206
Out of Order






3
Rooms Available for Sale





203
Occupied Last Night



121


Expected Departures

44














2% Over Stays
<1>






6% Under Stays
+3





- Adjusted Departures

2

46


= Stayovers




75











Expected Arrivals

98





2% Cancellations
<2>






5% No Shows
<5>






3% Early Arrivals
+3





+ Adjusted Arrivals

<4>

94


Rooms Committed Tonight




169
Rooms Available For Sale





34
NOTE








All amounts must be rounded up to a whole number.


Verified Room Availability
Total Number of Rooms





470
- Out of Order






6
Rooms Available for Sale





464
Occupied Last Night



435


Expected Departures

218





Over Stays
10






Under Stays
5





- Adjusted Departures

<5>

213


= Stayovers




222


Expected Arrivals

186





Cancellations
11






No Shows
14






Early Arrivals
7





+ Adjusted Arrivals

<18>

168


Rooms Committed Tonight




390
Rooms Available For Sale





74
NOTE








All amounts must be rounded up to a whole number.


Using the completed room availability example and follow these instructions
1 Take total number of rooms and minus any out of order rooms (as these are not available to sell) this will give you the adjusted total of rooms available for sale 206 - 3 = 203.
2 We know that there were 121 rooms occupied last night.
3 Today we are expecting 44 departures.
4 Work out 2% of 44 this = <1> and write it in the space next to overstays. NOTE: These guests are not leaving and must be subtracted from your departure total.
5 Work out 6% of 44 this = + 3 and write it in the space next to understays. NOTE: These guests are leaving earlier that planned and must be added to your departure total.
6 Overstays plus understays equals +2 write this figure in the area next to adjusted departures.
7 Departures (44) minus adjusted departures equals (46) – write this in the second space next to adjusted departures.
8 Occupied rooms (121) minus adjusted departures (46) equals stayovers (75).
Now the process is repeated with arrivals.
9 Expected arrivals are 98.
10 Work out 2% of 98 this = <2> and write it next to cancellations. NOTE: These people are not arriving and must be taken off the arrivals total.
11 Work out 5% of 98 this + <5> and write it next to no shows. NOTE: These people are not arriving and must be taken off the arrivals total.
12 Work out 3% of 98 this = +3 and write it next to early arrivals. NOTE: These people are arriving early and must be added to your arrival total.
13 Cancellations minus no shows plus early arrivals = <4>- write this figure in the area next to adjusted arrivals.
14 Arrivals (98) minus adjusted arrivals equals 94– write this in the second space next to adjusted arrivals.
15 To work out the rooms committed for tonight add stayovers (75) and adjusted arrivals (94).
16 To work out the rooms available for sale minus the rooms committed (169) from rooms available for sale (203).
NOTE: All amounts must be rounded up to a whole number.
Activity 6
The first activity is the room availability sheet. This uses percentage figures obtained from previous history plus actual information from present day to forecast what availability might be.
The second activity is the verified room availability sheet. At the end of the day it is necessary to establish final availability using actual figures of arrivals, departures, no shows, cancellations and walk ins. Figures obtained from verified availability become your history used for forecasting.
Room Availability
Total Number of Rooms





1206
Out of Order






3
Rooms Available for Sale






Occupied Last Night



1121











Expected Departures

444





2% Over Stays







6% Under Stays






- Adjusted Departures






= Stayovers
















Expected Arrivals

498














2% Cancellations







5% No Shows







6% Early Arrivals






+ Adjusted Arrivals















Rooms Committed Tonight














Rooms Available For Sale






NOTE








All amounts must be rounded up to a whole number.


Verified Room Availability
Total Number of Rooms





206









- Out of Order






3









Rooms Available for Sale















Occupied Last Night



121











Expected Departures

44














Over Stays
20






Under Stays
30





- Adjusted Departures















= Stayovers







Expected Arrivals

98














Cancellations
13






No Shows
20






Early Arrivals
1














+ Adjusted Arrivals















Rooms Committed Tonight














Rooms Available For Sale






NOTE








All amounts must be rounded up to a whole number.


Feedback to activities
Feedback 4
Guest must pay their accommodation charge up front and some kind of cash security deposit to cover telephone calls, room service and mini bar. Any deposit not spent is refunded on departure. Cash
Payment must be authorised on check in. The total of the account is estimated and an authorisation number obtained. At departure a variance of up to ten (10) % is acceptable. If the difference is above 10 % a new authorisation must be obtained for the additional amount. Cheque
On check in a pre-authorisation is obtained ¨ usually for the amount the room rate for the entire stay. Credit card
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges. Travel agent voucher
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges. The master account is presented to the guest and must be signed. Company charge ‘partial payment’
The master account is presented to the guest and must be signed. Company charge ‘full payment’
CUSTOMER SERVICE MANGEMENT PLAN


You are the newly appointed Customer service manager of a well-known city hospitality establishment. To ensure that the business will continue to operate successfully in a competitive market, with the necessary level of customer service, you are to develop a customer service management plan.

The assignment is to include the following sections.

Section 1
Background information on the type of establishment, location, target market plus any information that will assist the lecturer in assessing the appropriateness of your plan

Section 2
Provide the:
1. Vision statement and an explanation to support the statement
2. Mission statement and an explanation to support the statement.
3. Your proposed service standards (objectives) to reach your mission and vision.

Section 3
1. Select two (2) strategies by which you would communicate the service standards to staff. Provide explanations and referencing to justify your selection.

2. Develop a customer survey form, which would help to identify your customer’s service expectations. Provide explanations and referencing to justify the appropriateness of your decision..
3. List the devices you would use to monitor level of customer service. Provide explanations and referencing to justify your choices.

4. A. Using primary or secondary research, report a current external change that has an impact on customer service in the hospitality industry. (Please ensure the source of your information is referenced).
5. State how you would adjust your plan to incorporate/acknowledge this change.

Wednesday, February 6, 2008

http://www.youtube.com/watch?v=pSpVFUhs3j0
http://www.youtube.com/watch?v=78nVy-ASJ4U&feature=related
http://show.zoho.com/editor.do?P_ID=156803000000005073
Analysis of Workplace Conflict

The Female Bell Captain

Emma is the Bell Captain at a 5-star property. This is her first supervisor’s position and she is determined to make a success of it. Part of her job is to inspect the guest parking facility on a daily basis to ensure that the attendants park all cars correctly and that hotel procedure is being adhered to.

Her predecessor was notorious for disregarding hotel policy and procedure and consequently, many mishaps occurred (eg lost keys, scratched cars, etc) so Emma justified in taking a very hard line with her staff.

Recently, Emma has noticed that two of her porters have been making lewd and suggestive remarks within her hearing and both, at time, ignore her instructions. After one extremely unpleasant comment, she angrily confronted both men in the staff room and threatened them with disciplinary action. They both denied the accusations and told her that she was imagining things.

That afternoon Emma approached her manager and told him of her concerns. While sympathetic, he told her not to cause problems as the bell department had a huge turnover of staff last quarter and they could not afford to lose any more staff. He told her that she mustn’t be so sensitive and that if she wanted to take on what is normally a man’s job, she must toughen up.


You are to answer the following questions. Please provide full details to justify your answer.

1. Briefly, describe the players & stakeholders in the conflict.
2. Briefly, describe the stages of the conflict.
3. What examples of conflict-handling styles can be found in the scenario?
4. What conflict-handling strategy did Emma’s manager use?
5. How would you approach this situation if you were Emma?