Chapter 9 Employee Relations Communications

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Chapter 9Employee Relations - Communications
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Front Office Communications

• Log Book
• Record unusual events, guest complaints or
  requests
• Allows front desk to respond intelligently to
  guests
• Information Directory
• Directions maps taxi phone numbers
• Group Resume Book
• Summary of all group activities
• Reader Board
• Posting of daily events at the hotel

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Telephone Services

• Often first point of contact with guest
• Helps create hotels image
• Smile
• Match your speaking rate to the callers
• How may I direct your call?
• Avoid slang and technical terms

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Interdepartmental Communications

• Front Desk and Housekeeping
• Greatest amount and need for communication
• Engineering and Maintenance
• Should check front office log book
• Revenue Centers
• Answer questions properly post charges
• Marketing Public Relations
• Front desk must be informed of hotel activities

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Guest Requests

• Equipment Supplies
• - Roll-aways, irons, hangers
• Special Procedures
• - Split account folios
• - Master account folios
• Concierge Services
• - Entertainment dining
• - Transportation arrangements

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Guest Complaint Categories

• 1. Mechanical
• - Most guest complaints relate to hotel
  equipment
• 2. Attitudinal
• - Rude or tactless staff
• 3. Service-related
• - Poor service
• 4. Unusual
• - Often something that you can do nothing about

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Guidelines For Handling Complaints

• Isolate the guest
• Listen empathize
• Stay calm, dont argue
• Take the complaint seriously
• Give undivided attention

• Take notes
• Offer guest choices
• Set a time line for action
• Monitor progress
• Follow up

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Front Desk Robbery Dos and Donts

• DONT
• Make any sudden moves
• Attempt to disarm robber
• Try to be a hero
• Touch anything

• DO
• Cooperate
• Remain quite
• Keep hands in view
• Carefully hit silent alarm
• Observe the robbers physical characteristics

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Effective Communication

• The transfer of INFORMATION
• and
• UNDERSTANDING
• from one person to another

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Five Levels of Communication
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Barriers to Effective Communication

• Timing
• Right Person Wrong Time
• Routing
• Right Time Wrong Person
• Overloading
• Too Much, Too Fast
• Filtering
• Leave out info to make sender look good
• Distortion
• Right Time Person Wrong Understanding

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Effective Communication

• Barriers
• Timing
• Routing
• Overloading
• Filtering
• Distortion

• Cures
• Selectivity
• Planning
• Prioritizing
• Rapport
• Empathy