Hrt 304 Exam 2
Exam 2 study Guide CH 6
Front Office Communications? (guest comm. (trans. File/log book (rapid response software (info. Directory (reader (board (group bk file (mail/packaging file (telecom services
Transaction File/Log Book used for?
Chronological journal ( list of usual events, guest complaints, request, & other request
Shift recap( FD calls back to make sure they got what they want
Unusual events(
Guest complaints/requests(
Information Directory contain? (Restaurant locations , transportations, businesses, shopping centers, banks, atms, churches, theatre, library, recreational areas, etc
Mail/ Package Handling understands why not as important any more in hotel environment. (security issues?
Change of Telecommunications Services ( everyone has their own phones, and VM, technologies increases
Understand the dynamics of Interdepartmental Communications
Housekeeping(must keep informed to ensure rm status efficient., HK must know all the rooms availability and guest request
Engineering/maintenance( must check log book to see anything that needs repairing, must keep HK and FD notified if rm is unsalable
Revenue centers( FD and staff should know since this is area is part of what makes the revnue
Marketing/public relations(FO staff should be the first to know about events and such, FO responsibility to know and how to refer guest to event.
Know the steps in handling guest complaints.
1. Listen
2. Isolate the guest
3. Stay calm
4. Preserve guest’s self-esteem
5. Give undivided attention
6. Take notes
7. Tell guest what can be done
8. Set a timeline for action
9. Monitor progress/ follow up
Chapter 7 Security and the Lodging Industry
Know what the principal Elements of a Security Program are:
Doors, locks, key control, access control(doors locked from inside for connecting rooms, keycard coded
Guestroom security(peephole, guest telephone
Control of persons on premises(indentify ppl who don’t belong in hotel,
Front Office Communications? (guest comm. (trans. File/log book (rapid response software (info. Directory (reader (board (group bk file (mail/packaging file (telecom services
Transaction File/Log Book used for?
Chronological journal ( list of usual events, guest complaints, request, & other request
Shift recap( FD calls back to make sure they got what they want
Unusual events(
Guest complaints/requests(
Information Directory contain? (Restaurant locations , transportations, businesses, shopping centers, banks, atms, churches, theatre, library, recreational areas, etc
Mail/ Package Handling understands why not as important any more in hotel environment. (security issues?
Change of Telecommunications Services ( everyone has their own phones, and VM, technologies increases
Understand the dynamics of Interdepartmental Communications
Housekeeping(must keep informed to ensure rm status efficient., HK must know all the rooms availability and guest request
Engineering/maintenance( must check log book to see anything that needs repairing, must keep HK and FD notified if rm is unsalable
Revenue centers( FD and staff should know since this is area is part of what makes the revnue
Marketing/public relations(FO staff should be the first to know about events and such, FO responsibility to know and how to refer guest to event.
Know the steps in handling guest complaints.
1. Listen
2. Isolate the guest
3. Stay calm
4. Preserve guest’s self-esteem
5. Give undivided attention
6. Take notes
7. Tell guest what can be done
8. Set a timeline for action
9. Monitor progress/ follow up
Chapter 7 Security and the Lodging Industry
Know what the principal Elements of a Security Program are:
Doors, locks, key control, access control(doors locked from inside for connecting rooms, keycard coded
Guestroom security(peephole, guest telephone
Control of persons on premises(indentify ppl who don’t belong in hotel,