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How to promote 5 star hotel guest service in your hotel

HOW TO PROMOTE 5 STAR HOTEL GUEST SERVICE YOUR HOTEL. 










• Various guest service 
During a guest's stay in a hotel, the front office staff provides various kinds of guest services. These services may vary depending on the hotel and the guest. Some guests expect the hotel to attend their messages, mails, telephone calls, and visitors when they are not present in the hotel. They may also wish to keep their valuables and the important documents in the safety lockers. In addition, they might require wake-up calls and be reminded of certain tasks and meetings, that is, reminder services. Depending on the guest's requirements, the front office takes care of the guest's mails, memages, keys, and left luggage. It also handles guest paging and guest complaints, as well as arranges safety deposit lockers, guest room changes, and wake-up calls


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Handling Guest Mail

When guests are away from their homes, they need a contact address where they che receive any urgent mails, calls, parcels, or fases. During their stay in a hotel, the gues may provide their family and clients with the contact details of their hotel for an urgent communication. Thus, they may receive letters, parcels, and packets at the hotel address. All the mails addressed to the hotel are received by the front desk, bell deå, or information desk as per the house customs. Mails can be divided into two categorien (Fig. 9.1 incoming mails (which are received by the hotel on behalf of its staff and guess and outgoing mails (which are sent by the hotel staff and guests).



Incoming Mails

The person who receives the incoming mails at the hotel stamps them with the date and time of receipt. The mais are sorted as hotel mails or guest maih and are arranged in the alphabetical order. The hotel mails are further divided into official mails and employre mails. The hotel mails are delivered to the concerned departments and the employee mails are sent to the time office to be placed in the mail display boards, from where the employees may collect their mails. The guest mails are delivered in the guest rooms by the bellboys. If a guest is not present in the room, the mails are placed in the key rack and delivered to the guest when he/she arrives at the front desk to collect the room key. The incoming mails are divided into following two types:



Ordinary mail :-    The mails whose delivery record is not maintained by the delivering agency are known as ordinary mails. Hotels keep a record of all the mails received at the mail receiving desk in a mail logbook, as shown in Fig. 9.2.

Registered mail :- The mails whose delivery record is maintained by the delivering agency are known as registered mails. The postman maintains the record of delivery by asking the addresse to sign the delivery report as a token of receipt of the mail. It is advisable not to accept tampered registered mailt. When registered mail are received,



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