Chapter 5-PROVIDE-INFORMATION-ABOUT-IN-HOUSE-SERVICES.pptx

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1. PROVIDE INFORMATION ABOUT IN-HOUSE SERVICES

2. Element 1: Obtain information about in-house services The sources of information for guests in hotels and resorts include: Guest compendiums in rooms In-house intranet systems or websites Guest service desks with brochures and promotional materials Government tourist authorities and visitor centers Staff experiences and firsthand information In-house services like menus and special offers (e.g., spa treatment vouchers) 1.1 Identify sources of information regarding in-house services Introduction Guests can require a range of information about the venue and the staff in all areas need to be able to supply a variety of information. This may include information about the Hotel or Resort and its services and in-house businesses, information about local attractions and destinations, and information about regional destinations and attractions. Hotels and Resorts also seek feedback about services and information given. Sources of information Guest information can be electronic or hard copy. In-house information is supplied in the room in a guest compendium, on an in-house intranet system, or on an in-house website. Hotels and resorts will offer guest services desks which will have brochures and promotional material from tourist sites and information about local services such as transport.

3. 1.2 Identify information about in-house services Introduction The procedure of welcoming a guest, whether it is by a Porter, the Front Office Staff, or a Butler involves making the person feel at home by letting them know how things work on the property, particularly if the guest is new. Guests need to be secure in the knowledge that they will receive mail, be woken up at the time requested, have their questions answered, and receive their messages. A guest needs to know where or when they can exercise, swim, or dine and what the policies and procedures are. In-house services All staff that interact with guests will be required to answer questions or provide information. Product knowledge of the establishment will be an essential part of staff training. Sometimes staff may have to refer the guest inquiry to a specific department or the Concierge or Front desk staff. All staff may be required to provide information about the local area, any attractions or events, the property, and the property‘s facilities and procedures. Guests receive information from: • Porters or Concierge • Front Office reception staff • Guest Services desk • Room service • Housekeeping • Butler service

4. Menus and hours of operation for Room service Guests need in-house phone numbers, "do not disturb" signs, instructions for TVs and internet access, info on restaurant and bar hours and dress codes, details on associated services like florists and tour operators, payment options, transport options, and self-drive legal requirements such as a valid driver's license. 1.3 Prepare a database of information in relation to in-house services Introduction Information can be stored as a hard copy (printed) or as an electronic database. In-house information, including all the services and features of the hotel, may be incorporated into a Hotel Intranet which guests can access via their in-room TV on their laptops or tablet PCs or even on their telephones. Database of information Paper-based systems will include printed material both in the guest room and available at a guest services desk. Hotels and Resorts maintain a guest services desk that keeps a directory of all in-house information, including emergency procedures information, and usually includes information about a range of professionals associated with or contracted to the Hotel or Resort for guest care.

5. Paper-based system: • An in-room compendium • Printed in-house information for staff reference • Instruction documents, 'How to’ • Printed material provided by external businesses Element 2: Share generic information about in-house services 2.1 Provide verbal information to guests and others Introduction Staff interaction with guests is commonly verbal; either face-to-face or over the telephone. The main duties of the Concierge, Porters, and Front Office staff include informing guests of in-house services on arrival. Porters or Butlers may provide information to guests when accompanying or escorting them to rooms. This may include explaining where meeting rooms are or the location of the Pool or fitness area. This may create conversation, if appropriate, with the guest and create a more pleasant elevator ride and walk to the room. Verbal information Housekeeping or room services staff provide information about their services and answer guests‟ questions about local attractions and Hotel operations when asked. When staff take reservations and answer inquiries from guests, they play an important role in providing information about a Hotel or Resort. Knowledge of room features, such as bed sizes bathroom configurations, and room aspects, is important product information for taking reservations. Staff will also provide verbal information to prospective guests and other clients, including function organizers, tour operators and hosts about other services such as restaurants, leisure and sporting activities, business services, security services and housekeeping services. respective guests and other clients, including function organizers, tour operators and hosts about other services such as restaurants, leisure and sporting activities, business services, security services, and housekeeping services.

6. 2.2 Provide printed information to guests Introduction Hotel rooms will have information about a range of in-house services provided in the in-room compendia which are usually printed and updated with brochures and other information. Printed information in Hotel rooms: • How to' information with equipment such as how to set the alarm clock • Laundry slips and room service menus • Government information on weather or safety warnings 2.3 Provide electronic information to guests Introduction Electronic information is communication that is delivered or accessed electronically, either by computer, telephone, television, or other devices. Prospective guests are increasingly using the internet to evaluate and select their accommodation or holiday residence. Electronic information The use of a hotel’s website offers information and images of the establishment, details of room features, and all the services the establishment has to offer. Websites can have links to a variety of local attractions, restaurants, sporting and leisure activities among others. Hotels and resorts also use social networking sites, for example, Facebook or Twitter, to get feedback from guests and to promote a venue.

7. Electronic information can be accessed via: • TV screen • Venue Intranet via guest’s laptop or in-house desktop • Use of Mobile phone or tablet PC • Social networking sites • Facsimile Machines [lax] • Electronic Noticeboard • SMS Text message • Touch screen telephone.

8. Element 3: Respond to specific requests for information about in-house services. 3.1 Assess the request for information Introduction Guests may ask for information from a range of staff. The front office reception and the concierge or guest services desk staff are trained and responsible for meeting all the requests made by guests. Using appropriate interpersonal skills staff can identify required information, and handle all inquiries for information in a polite, courteous, and friendly manner. Assess the request for information Staff should always try to find answers to guest questions, even if they don't know the answer right away, and do so with a positive attitude. They should remember they're not alone and can rely on the team's help. The front office and concierge are there to make sure things are taken care of by coordinating with others, rather than doing everything themselves. Use of appropriate interpersonal skills: • Polite • Courteous • Friendly manner • What to do if the answer is difficult • Keeping records

9. 3.2 Prepare a response to the specific request Introduction When responding to a request from a guest staff will present the required information either electronically or in printed format. Where the information is not available from the in-house data storage it would have to be sourced elsewhere and may require research or contact with an external source. Response to specific requests The staff of the Front office reception, concierge, and guest services desk may use personal knowledge and experience to frame an answer verbally or deliver printed information, especially if the request is of a private or confidential matter. With a request of a sensitive personal nature or a request about a commercial situation, hotel or resort staff may have to request authority or approval to release information to a third party. Guests may request anything. Some requests are difficult to meet: • Information outsourced. • Requests of a sensitive nature • Utilize Personal Knowledge and Experience • Handle Sensitive Requests with Care • Research to Present the Best Options 3.3 Provide the required information Introduction Whatever material is available, staff should not simply hand it over to the guest when asked for directions or information. Review the information with a guest and ensure all questions have been answered and staff have offered all the suggestions or alternatives that are available. Sometimes staff have ready a mental list of popular attractions and staff can confidently recommend.

10. Provide the required information. A guest may ask a range of questions about services and ask for information about in-house features or services and local tourist destinations, some of which may be supplied by third-party providers. Hotel and resort staff should offer an honest recommendation of options available to a guest. However, staff are encouraged to recommend the use of in- house services when making recommendations. To provide the required information effectively, here's how to approach each point: • Answer all questions. • Use of personal experience • Selling Techniques • Finalize bookings. • Disseminate information. 3.4 Provide hard copy details of the response Introduction In some cases, it is necessary to provide hard copy details of responses for guests. The hotel should have forms or templates designed for this situation. This will ensure that all the correct information is given to the guest. Hard copy details of the response • Room Rate Information • Special Deals and Inclusions • Guest Request Templates • Printed Information and Directions • Price Lists and Menus

11. Element 4: Update information about in-house services 4.1 Identify and use opportunities to update in-house information. Introduction To avoid incorrect information being supplied to guests all information about in-house services needs to be updated and improved. If information is current this may be an added marketing tool demonstrating current facilities and services. Social networking sites are often used to gather feedback from guests and to gauge the need for changes to information. Update information. Updating of information must conform to a scheduled timeframe, such as every three months, six months, or annually. Global changes make it important that unscheduled updates can occur to keep up with current trends. Whenever there is a change to the products, services, and facilities provided by the establishment, including the introduction of new services and the removal of old services, an update should be implemented as soon as possible. 4.2 Revise printed information for guests Introduction Updated information will create the need to generate new written materials that accurately reflect the revised offerings. Prompt production of these documents and updated information will ensure there is no confusion with guests and colleagues.

12. Revise printed information. To keep information current, it's important to remove old printed materials from your premises. These usually have a date and time on them, so you can tell which ones are outdated. Also, updating your website is part of this process, which might require working with an external web programmer. Sometimes, updates to internet content are done by external software providers. Key Points: • Remove outdated printed materials • Check dates to identify old versions • Update website content • Coordinate with web programmers • External software providers may initiate updates 4.3 Update the in-house information database Introduction Updating the in-house database will require cooperation from other departments and external businesses to provide information promptly. Old information may need deleting, any outdated information needs to be physically removed, especially information normally presented in guest rooms in a compendium or desk.

13. Update the in-house information database Business support staff may be used when entering new and/or revised data. The data entry may require a staff member with specific training or skills, especially if establishing new categories of information. Having completed the electronic update all internal users should be notified of the changes. Other electronic sites will include social network sites and these need monitoring to ensure all information is current information. Promotional material, posters, and tent cards will have to be altered and updated as information changes. Current computer software and quality printers can ensure new versions of promotional material are printed in-house and are available for use in a short time frame. If these items need to be sent off-site, then the turnaround time needs to be factored into the timeframe for updating changes. Gather all information to update the in-house database: Cooperation from another department Cooperation from external business Skills of staff to enter data Notify all users of changes Update the giveaway pamphlets

14. 4.4 Share updated knowledge with colleagues Introduction In most areas of a hotel or resort staff changing shifts allows for a „handover' session. This is a communication meeting about what is happening in the venue, where information can be shared from one shift to the next. This gives staff a chance to update their information about changed in-house information. Share updated knowledge Some changes may require a memo or electronic notification to inform colleagues. For staff who access the computer system as part of their duties, an electronic reminder or memo can be used. This will appear as staff log on to the system. If the establishment has an intranet information may be posted on electronic bulletin boards or management may sponsor staff Facebook or Twitter sites. All staff should be briefed on all changes: • Shift Handover • Electronic memo • Orientation/induction documents • Policies and procedures

15. Thank you PREPARED BY: GROUP 5 MEMBERS: Gabales , Ma. Shery T. Saldevia , Helen L. Gamarcha, Princess Sarah G. Aurelio, Merasol S. Caseñas , Jesica P. Tan, Mechaella L. Madaya , Rhea J.