21. Basic calculations at guest services in hotels

Hotels depend on guest service agents to provide courteous and professional service to guests who are checking into or out of the facility, and to offer assistance to guests as needed during their stay. On-the-job training and previous customer service experience are the most important qualities for most employers.

Job Description

Guest service agents answer telephone calls from guests seeking to make or cancel hotel reservations. They greet arriving guests, assign rooms, issue keys and ascertain guest payment and billing information. Agents answer guest requests for assistance and coordinate with housekeeping, bell service staff and management to fulfill guest requests. They provide guests with access to hotel services, forward in-room meal requests and ensure that mail, faxes and packages are delivered in a timely manner. Agents also deal with irate guests and find ways to resolve issues to the guest's satisfaction. They may also serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations and providing other information about the locale.

Agents may also be responsible for bookkeeping duties, including maintaining a cash drawer, preparing bank deposits and posting charges for items that guests may order or use during their stay. Upon checkout, agents calculate the guest's final bill and collect payments. Employers may seek out candidates who demonstrate proficiency and honesty in handling money for this position.

Educational Requirements

Hotels hiring guest service agents may require a high school or General Educational Development diploma and one to two years of customer service experience. Many agents begin their careers with on-the-job training under direct supervision of a front desk manager or another experienced worker. In-house training may include learning how to use the billing and reservation computer systems, managing a multi-line telephone system, familiarity with the hotel facilities, customer service and communication skills.

While a background in customer service or hospitality may be helpful, most employers simply seek out candidates who demonstrate responsibility, friendliness and proper grooming. Agents who wish to advance their careers may seek out additional training workshops or certification courses in hospitality and business management.

22. Departments in a Hotel. Short description. Working Conditions

Hotels are run by four major departments that are front office, housekeeping, food production, food and beverage. It’s like give and take process let me explain you briefly the front office sell the rooms to the guest and housekeeping prepare the room for front office to sell. In the same way food production prepare food and food and beverage department sell the dishes to the guest. There are some of the minor departments also in the hotel like purchase department, security etc.

The descriptions of the major departments are:

Housekeeping: It is also known as accommodation operations. The main aim of housekeeping department is to keep hotel clean and maintain the property. Housekeeping department plays a very important role for guest satisfaction by keeping the property clean, comfortable and hygienic. The housekeeping department takes pride to create “home away from home”. As we all know hotel’s margins comes from rooms sales and up-keeping of rooms i.e. by maintaining rooms during guests stay and preparing room after they check out etc. Apart from rooms housekeeping is also responsible for public area cleaning, swimming pool cleaning, lobby, gardens, floors, cloak rooms, restaurants, kitchen, shopping arcade, cabanas etc.

Housekeeping department includes:

Lost and found department.

Horticulture department.

Linen and Uniform room.

Laundry department.

Tailor room.

Front office: This is the department which is responsible for the sale of hotel rooms. Here sale means the use of hotel rooms for some time by paying a particular price for it by the guest. This is the only department which generates maximum revenue. This department holds the prime importance as it builds the image of the hotel by giving warm welcome to the guest.  If guests need anything they will contact at the reception only, so front office department has the maximum interaction with guests. It does the reservation of the rooms and then as the guests check in to the hotel, registration process takes place and after this room is assigned to the guest. The front office takes the onus to ensure that the guests have the pleasant time during their stay and also takes care of the departure procedure. The entire billing and auditing process takes place in this department.

Front office department have:

Reception.

Reservation.

Business center.

Concierge.