Front Office Training # 1 for Rajasthan Hotels

Introduction

The front office is the primary point of contact for guests visiting any of the best Rajasthan hotels. Not only is it the 1st staff member that your guest interacts with upon arrival, it is almost the most commonly dialled number for any request or complaint the guest may have. Hence, it is imperative to ensure that the front office staff is well trained to respond to all guest requests and make their stay with your Rajasthan hotel memorable.

This 1st training module for Front office will equip the staff of Rajasthan hotels with some basic tools & responses to handle some peculiar guest requests.

Front Office Training

1. What should the front office staff do at the time of guest check in?
   • Upon the guest’s arrival, greet the guest and ask the guest for his/her name politely
   • Search the reservation record  and call the bell boy 
   • Offer them a welcome drink
2. What should the front office staff do when there are many check in’s at the same time?
   • Offer all guests a welcome drink 
   • Greet guests  and ask them to wait in the  lobby while check in’s are done in the order of arrival
3. What should the front office staff do when a guest is angry because of a delay in check in?
   • Apologize and politely ask guest to wait in the lobby area 
   • Offer them a complimentary beverage
4. What should the front office staff do when a guest forgets to bring their ID’s at the time of check in?
   • Ask guest to send ID on mail /whats app as an alternative and proceed for check in once received
5. What should the front office staff do when a guest dislike’s the rooms design after check in 
   • Apologize and understand the reason for disliking the room design 
   • Offer him another room after consulting senior 
   • Update the sales person regarding  the issue
6. What should the front office staff do when guests complain about room temperature after check in?
   • Apologize, understand the concern and show sympathy towards the guest
   • Apologize and inform guests that technicians are being sent to the room
7. What should the front office staff do when guests complain about room cleaning after check in?
   • Apologize and send HK staff to room for room checking 
8. What should the front office staff do when guests request for HK amenities beyond established standards?
   • Update them that beyond a limit items supplied will be chargeable
9. What should the front office staff do when guests find bugs/insects in a room?
   • Apologize and send HK staff to room for room checking
   • Clean the room and offer them a complimentary beverage
   • Update senior staff about the issue
10. What should the front office staff do when guests complain about too much outside noise in a room?
    • Apologize and send staff to the room to check the issue
    • Offer him another room, if issue cannot be solved 
11. What should the front office staff do when guests find hair in a room bathroom?
    • Apologize and send HK staff to room for room checking
    • Clean the room and offer them a complimentary beverage
12. What should the front office staff do when guests complain about Wi-Fi issues such as access, speed or limited network?
    • Give guest one more user id to check 
    • Do Wi-Fi login for the guest and try to solve the issue
13. How should the front office staff react when guests raise some unusual concerns such as location is not good, it is very hot outside etc.?
    • Staff should listen and attend to the complaints & problems of the guest with sympathy
14. What should the front office staff do when a guest is raising their voice while complaining at the front desk?
    • Isolate the guest if possible, so that other guests don’t overhear
    • Politely Ask the guest to lower their voice and listen to their complaint with personal interest and give the guest your undivided attention  
    • Tell the guest what can be done, offer choices,   don’t promise the impossible and don’t exceed your authority
15. Is it important for front office staff to verify that guest complaints have been resolved or not? If yes then why
    • It will improve guest satisfaction 
    • Guest may ask for discount at the time check out if complaint is not resolved
    • It will encourage guest to visit again

For more training module from Mana Hotels in the simple Q&A format. Subscribe to our YouTube Channel

https://www.youtube.com/channel/UCLE6gLJIb0ijZxzL4s2B_dQ

This is perfect for fresher’s & junior level team members who can brush up on basic concepts on the go.

Website: www.manahotels.in

Email: info@sheevam.in