Читайте также:
|
|
With the exception of a front office manager, the room clerk has the most important position in the front office (1). He performs the following duties:
1. greeting the guest.
2. handling registrations, selling and assigning rooms. He checks the availability of rooms, if the guest does not have a confirmed reservation. Many hotels have a card for ach room to help the room clerk assign accommodations. The cards often have a color code showing at a glance whether a particular room is a single or a double and what other facilities it offers.
3. reporting to management prominent guests (VIP’s) to whom the manager and the staff wish to offer special service or attention or any guests undesirable or acting suspiciously.
4. controlling the room rack (2).
5. arranging transfers of a registered guest from one room to another.
6. cooperating with the housekeeper and seeing to it that housekeeping department is immediately informed of all check-ins (3), check-outs (4) and room changes.
7. selling all services: restaurant, valet, laundry, hotel garage… He sells them when answering the guests’ questions or if there is an inducement (example: special promotion in the restaurant.
8. introducing the newcomers to other guests.
9. receiving complains from the gusts and transmitting them (passing them on) to his superior.
10. cooperating with superintendent of service by keeping him informed of large group reservations so that he may have an adequate staff of bellmen and porters for handling the baggage.
11. handling check-outs in cooperation with the front office cashier, makibng sure that every guest satisfied when checking out and seeing that the guest’s name, address, arrival date, departure date and room number are posted in the guest reference book (5).
12. keeping a memorandum or logbook recording promises made to guests about changing room, visitors expected, the usual happenings, complaints and any business not finished during his watch so that the clerks coming on duty for the next watch will understand what is expected of them. The room clerk going of duty goes over the logbook with the clerk coming on duty.
What should the room clerk’s profile be?
1. because he is constantly in the guest’ view, his physical appearance should be neat and clean.
2. should always be courteous with a cordial smile. He can give personality to the hotel, motel or motor inn, change an impersonal building into a friendly place.
a. or at the front desk
b. room rack: a special rack with a drop-pocket for each guest room bearing the corresponding room number. It’s purpose is to provide a visible index of the exact status of each guest room at all times.
c. or arrival
d. or departures
e. or index book
Дата добавления: 2015-01-30; просмотров: 43 | Поможем написать вашу работу | Нарушение авторских прав |