HM 311 Lecture Notes - Lecture 6: Mini-Bar, Upselling, Organizational Chart
2 Oct 2018
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T/f, multiple choice, matching, brief essay, fill in organizational chart. Registration activities: pre-registration activities, pre-block in special room, creating the registration record, assigning the room/rate, establishing credit/payment, fulfilling special requests. Key packets: room number on packet, may contain, room key(s, minibar key, welcome letter on notice, safety information, house rules, limiting liability information, discount coupons or brochures, hotel charge privilege card, notice of check-out time. Create registration options: eliminate or redesign the front desk, vip registration, combining hotel and meeting registration, self-registration, kiosk, mobile phone. Relocating/ walking a guest: secure rooms elsewhere in advance, arrange transportation in advance, have preprinted walk letters authorizing payment, remain calm, even if the guest does not, be discreet, try and inform the guest in private. Tell the guest what you are going to do for them: be sincere and compassionate, do whatever you can to alleviate the stress, notify pbx and concierge, notify tour guide/ meeting planner, welcome the guest back.
