Chapter 6

Communications
and Guest Services
Managing Front Office Operations
Seventh Edition
(333TXT or 333CIN)

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 Front Office Communications
 Guest communications
 Transaction file/log book
 Information directory
 Reader board
 Group résumé book/file
 Mail and package handling
 Telecommunications services
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 Transaction File/Log Book

 Chronological journal
 Shift recap
 Unusual events
 Guest complaints/requests

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 LOG BOOK IN PMS

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 Information Directory
 Area maps
 Taxi telephone numbers
 Airline telephone numbers
 Bank locations
 Theater locations
 Church locations
 Shopping locations
 Special events schedules
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 Mail/Package Handling
 Time-stamp upon receiving
 Mail signature book
 Notify guests
If registered—activate in-room message light
If due to check in—note on reservation record
If checked out—time-stamp and return to
sender or, if possible, forward to guest
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 Telecommunications Services
 In-room local and long-distance telephone service
 Telephone messages
 Voice mailboxes
 Broadcast messages for groups
 Fax messages treated like mail
 Fax log
 Wake-up services
 E-mail
 TDDs
 Call broadcasts
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 Interdepartmental Communications

 Housekeeping
 Engineering/maintenance
 Revenue centers
 Marketing/public relations

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 Handling Complaints
 Listen
 Isolate the guest
 Stay calm
 Preserve guest’s self-esteem
 Give undivided attention
 Take notes
 Tell guest what can be done
 Set a timeline for action
 Monitor progress
 Follow up
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