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Customer Service Guest Handling of Front Office Employees at Hotel Lorenza, Tacloban City

The document discusses a study on customer service and guest handling by front office employees at Hotel Lorenza in Tacloban City. It outlines the problems and questions that will be addressed in the study, including guests' expectations of service quality, front office employees' views on standards and satisfaction delivery, common guest complaints, and how employees resolve issues and ensure satisfaction. Surveys for guests and front office staff are provided to collect data on these topics.

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ValerieAnnVilleroAlvarezValiente
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401 views6 pages

Customer Service Guest Handling of Front Office Employees at Hotel Lorenza, Tacloban City

The document discusses a study on customer service and guest handling by front office employees at Hotel Lorenza in Tacloban City. It outlines the problems and questions that will be addressed in the study, including guests' expectations of service quality, front office employees' views on standards and satisfaction delivery, common guest complaints, and how employees resolve issues and ensure satisfaction. Surveys for guests and front office staff are provided to collect data on these topics.

Uploaded by

ValerieAnnVilleroAlvarezValiente
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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CUSTOMER SERVICE: GUEST HANDLING OF FRONT OFFICE

EMPLOYEES AT HOTEL LORENZA, TACLOBAN CITY


STATEMENT OF THE PROBLEM
1.
What is the level of customers expectation and perception towards
service quality of the front office employees in handling their guests, in regards
to:
1.1.
1.2.
1.3.
1.4.
1.5.

Tangibility
Reliability
Responsiveness
Assurance
Empathy

2.
What is the view of front office employees in regards to standards,
understanding and attitude considering the delivery of customer satisfaction in
guest handling?
3.
What are the key areas relating to standards that help front office
employees in the delivery of customer service regarding guest handling?
4.
What are the most common complaints of guests who checked-in at
Hotel Lorenza that are directed to the front office employee, in regards to:
5.1.
5.2.
5.3.

Hotel Staff
Hotel Services
Hotel Amenities

5.
How do front office employees resolve complaints of guests who
checked-in at Hotel Lorenza?
6.
What do front office employees do to uphold guests satisfaction
who checked-in at Hotel Lorenza in terms of:
6.1.
6.2.

Providing individualized attention or caring to the guests.


Creating a desirable atmosphere.

SURVEY QUESTIONS FOR GUESTS


On a scale of 1 to 5 (1 being the lowest and 5 being the highest), based
your experiences as a customer of the Hotel Lorenza which mostly explains your
attitude, in regards to the level of EXPECTATION and PERCEPTION towards
service quality of front office employees. Please write your rating on the
respective lines adjacent to Expectation and Perception.
Tangibility
1.

The front office employee dress appropriately.


Expectation _____
Perception _____

2.

The front office employee provides guest handling with a smile.


Expectation _____
Perception _____

3.

The front office employee have an attractive appearance (e.g.,


elegant, smart).
Expectation _____
Perception _____

Reliability
4.

The front office employee provide you the services as promised


(e.g., upgrade rom, early check in and late check out).
Expectation _____
Perception _____

5.

The front office employee provide you accurate information (e.g.,


hotel facilities, recreational facilities).
Expectation _____
Perception _____

6.

The front office employee offer you help.


Expectation _____
Perception

_____

Responsiveness
7.

The front office employee give you prompt service.


Expectation _____
Perception _____

Assurance
8.

The front office employee have product knowledge of hotel


information (e.g., describing room types).

Expectation _____

Perception

_____

9.

The front office employee have the required skill to perform


service (e.g., can explain clearly about the hotel direction).
Expectation _____
Perception _____

10.

The front office employee speak with you by using appropriate


address form (e.g., hello, May I help you, Sir/Madam?).
Expectation _____
Perception _____

11.

The front office employee is trustworthy.


Expectation _____
Perception

12.

_____

The front office employee make you feel safe when staying at the
hotel.
Expectation _____
Perception _____

Empathy
13.

The front office employee is calm, helpful, tactful and discreet.


Expectation _____
Perception _____

14.

The front office employee was able to communicate with you


properly and effectively (e.g., speaking Waray-Waray, English,
Tagalog).
Expectation _____
Perception _____

15.

The front office employee show personal attention to you (e.g.,


instructing the bell boy to help you carry luggage upon check in or
check out).
Expectation _____
Perception _____

16.

The front office employee knows your specific needs.


Expectation _____
Perception _____

SURVEY QUESTIONS FOR FRONT OFFICE EMPLOYEES


1.

In your perception, what is the expectation of a guest from a front


office employee? Please write your answer on the line provided.

_____________________________________________________________________________
_____________________________________________________________________________
____________________________________________________________________________
2.

Did Hotel Lorenza provide you with an orientation and/or training


so you could be comfortable when you started to work with the
hotel? Please check (/) your answer.
Yes

_____

No

_____

3.

Does Hotel Lorenza provide you with on-going training in order to


meet work and/or customer expectation? Please check (/) your
answer.
Yes _____
No
_____

4.

Did Hotel Lorenza provide you with the understanding about the
standards that have to be met in order for them to be considered
acceptable? Please check (/) your answer.
Yes

5.

No

_____

What of the following standards does Hotel Lorenza impose in


regards to front office employees? Please check (/) your answer.

6.

_____

Arrive on time, inspired and motivated.


Dress up properly and maintain high grooming standards.
Smile naturally.
Be proactive and motivate each other.
Never ever leave the front desk unattended.
Keep your eyes open, observe and check our environment
permanently.
Report any irregularity.
Every guest is a VIP.
Be cautious with money.

In your perception, what other standards should be adapted by


Hotel Lorenza for front office employees? Please write your
answer on the lines provided.
_____________________________________________________________________________
_____________________________________________________________________________
____________________________________________________________________________

7.

In your perception, what are the most important standards that


Hotel Lorenza impose in regards to front office employees? Please
write your answer on the lines provided.
_____________________________________________________________________________
_____________________________________________________________________________
____________________________________________________________________________

8.

What of the following standards does Hotel Lorenza impose in the


understanding and attitude regarding the delivery of customer
satisfaction in guest handling? Please check (/) your answer.

9.

Do not disclose guest details: like profiles, credit card


number and current guest balance outside the hotel.
Never say out the guest room number, instead point out the
room number displayed on the key card or indicate which
floor they will be allocated on.
Always confirm guest detail discreetly.

What are the most common guest complaints at Hotel Lorenza that
are directed to the front office employee for resolution? Please
check (/) your answer.
Hotel Staff

Staff is not calm and helpful.


Staff is not tactful and discreet.
Slow service.
Guest feel that they are mistreated or ignored.
Room service didnt arrive within an expected time.

Hotel Services

The air-conditioner is not on before they enter the room.


The air-conditioner does not work.
The television is not working properly.
Rooms and bathroom are not suitably cleaned.
Bedsheets are not changed.

Hotel Amenities

Prices of items and services served in the hotel are higher


than their expectation.
Food is not as good as they expect.

10.

How do front desk employees of Hotel Lorenza handle guest


complaints? Please check (/) your answer.

11.

Apologizing to the guests, even if the hotel is not at fault.


Listen with concern and empathy.
Isolate the guest if possible, so that other guests won't
overhear.
Stay calm. Don't argue with the guest.
Be aware of the guest's self-esteem. Show a personal interest
in the problem, try to use the guest name frequently.
Give the guest your undivided attention. Concentrate on the
problem, no on placing blame. Do not insult the guest.
Take notes. Writing down the key facts saves time if
someone else must get involved. Also, Guest tends to slow
down when they see the front desk agent trying to write
down the issue.
Tell the guest what can be the best done. Offer choices. Don't
promise the impossible, and don't exceed your authority.
Set an approximate time for completion of corrective
actions. Be specific, but do not underestimate the amount of
time it will take to resolve the problem.
Monitor the progress of the corrective action.
Follow up. Even if the complaint was resolved by someone
else, Contact the guest to ensure that the problem was
resolved satisfactory.

How do you provide individualized attention or caring to the guests


who checked-in Hotel Lorenza? Please write your answer on the
lines provided.
_____________________________________________________________________________
_____________________________________________________________________________
____________________________________________________________________________

12.

How do you create a desirable atmosphere to optimize social


interactions to meet customer expectations that would satisfy the
guests who checked-in Hotel Lorenza? Please write your answer
on the lines provided.
_____________________________________________________________________________
_____________________________________________________________________________
____________________________________________________________________________

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