Scribd
Upload
2 views

Final

The document covers essential guest service procedures in a hotel, including reservation handling, check-in and check-out processes, managing walk-in guests, addressing complaints, key control, and telephone etiquette. Each section emphasizes the importance of creating a positive guest experience through professionalism, organization, and effective communication. The overall message highlights that attentive service at every stage can significantly enhance guest satisfaction and loyalty.

Uploaded by

MARY GLIECE Y. BALLAD
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
2 views

Final

The document covers essential guest service procedures in a hotel, including reservation handling, check-in and check-out processes, managing walk-in guests, addressing complaints, key control, and telephone etiquette. Each section emphasizes the importance of creating a positive guest experience through professionalism, organization, and effective communication. The overall message highlights that attentive service at every stage can significantly enhance guest satisfaction and loyalty.

Uploaded by

MARY GLIECE Y. BALLAD
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 7

Name: BALLAD, MARY GLIECE Y. | BORLING, TRISHA MARIE C.

Section: BSHM-2A

GUEST RESERVATION PROCEDURES

In our lesson on Guest Reservation Procedures, we learned


how important it is to handle reservations correctly. This
process is one of the first steps in giving a guest a good
experience. Making a reservation isn't just about booking a
room. It’s also about helping the guest feel prepared and
welcomed before they arrive.

We understood that getting full and accurate information is


important. Details like the guest’s name, contact info, check-
in and check-out dates, and preferences must be recorded
properly. If a mistake happens during this step, it can cause
problems like giving the wrong room or not having the room
ready at all.

There are also different types of reservations, like confirmed,


guaranteed, and tentative. Knowing the difference helps hotel
staff know what to expect. We also discussed how reservation
systems help keep everything organized and updated.

This topic showed us that being careful and organized during


the reservation process makes a big difference in how the
guest feels before they even arrive.

1
Name: BALLAD, MARY GLIECE Y. | BORLING, TRISHA MARIE C.
Section: BSHM-2A

GUEST CHECK-IN PROCEDURES

The topic of Guest Check-In Procedures taught us how


important it is to make a good first impression. When a guest
walks into the hotel, the check-in experience will affect how
they feel about their whole stay.

We talked about greeting guests in a friendly way and helping


them check in without delays. Staff must verify the guest’s
identity and booking details, then explain their room number,
hotel policies, and available services. Being respectful and
welcoming makes guests feel valued.

It’s also important to stay calm even when it’s busy. Guests
might have questions or small problems that need fast and
kind attention. By staying professional and helpful, staff can
make sure the guest starts their stay on a positive note.

This lesson reminded us that check-in is not just a task—it’s a


chance to show the hotel’s care and service quality.

2
Name: BALLAD, MARY GLIECE Y. | BORLING, TRISHA MARIE C.
Section: BSHM-2A

WALK-IN GUEST HANDLING

In this topic, we discussed how to handle guests who arrive at


the hotel without a reservation. These guests, known as walk-
ins, can arrive at any time, so hotel staff must always be ready
to assist them.

The first step is checking if there are rooms available. If there


are, the guest must still go through the same steps as a
reserved guest, including showing ID and making payment. If
there are no rooms, staff should still be polite and suggest
other nearby hotels.

Walk-ins might be unexpected, but they are also an


opportunity to give great service and possibly gain a loyal
customer. By treating them kindly and professionally, even
without a reservation, the guest may choose to return in the
future.

We realized that handling walk-ins well is a good way to


show the hotel’s hospitality and flexibility.

3
Name: BALLAD, MARY GLIECE Y. | BORLING, TRISHA MARIE C.
Section: BSHM-2A

GUEST CHECK-OUT PROCEDURES

This is our topic discussion and we really did our best to


discuss it thoroughly to our classmates so that they can
understand.

In our discussion on Guest Check-Out Procedures, we found


out how important the last step of a guest’s stay is. It may
seem simple, but it can leave a strong impression that affects
if a guest wants to come back.

The check-out process includes reviewing the guest’s bill,


confirming the charges, and making sure all questions are
answered. It is also the time when staff collect the room key
and thank the guest for staying at the hotel.

We also talked about the importance of asking for feedback


before the guest leaves. This helps the hotel improve services
and shows that the staff care about the guest’s experience.

A well-handled check-out leaves the guest with a good


memory of the hotel. That’s why it’s important to stay
friendly, quick, and helpful until the very end.

4
Name: BALLAD, MARY GLIECE Y. | BORLING, TRISHA MARIE C.
Section: BSHM-2A

HANDLING GUEST COMPLAINTS

In this topic, we learned how to properly handle guest


complaints. Even in the best hotels, problems can happen.
What matters most is how staff respond when a guest is upset.

The first step is to listen carefully without interrupting. This


shows respect and lets the guest fully explain their issue. It’s
also important to stay calm and understanding. A simple and
honest apology can help ease the guest’s frustration.

We also talked about how offering solutions quickly is


important. If the staff cannot fix the problem alone, they
should offer three possible options or ask a supervisor for
help. Following up later shows the guest that their concerns
were taken seriously.

This topic reminded us that turning a complaint into a good


experience shows real professionalism and care for the guest.

5
Name: BALLAD, MARY GLIECE Y. | BORLING, TRISHA MARIE C.
Section: BSHM-2A

ROOM KEY CONTROL

We discussed the importance of room key control in keeping


guests safe and secure. Room keys may be small, but they are
an important part of hotel safety.

Staff must always give keys only to the correct guest. If a


guest loses a key, they must show identification before getting
a replacement. This helps prevent strangers from entering the
wrong room.

We also learned that keys should never be left on desks or


given to people who are not staying in the hotel. After the
guest checks out, the key should be returned and not used
again until it is needed.

Good key control builds guest trust and helps the hotel avoid
problems. We now understand that every hotel employee must
be responsible when handling keys.

6
Name: BALLAD, MARY GLIECE Y. | BORLING, TRISHA MARIE C.
Section: BSHM-2A

TELEPHONE HANDLING PROCEDURES

In our discussion about Telephone Handling Procedures, we


learned that phone calls are often the first contact guests have
with a hotel. This means staff must always speak clearly and
kindly.

When answering calls, staff should greet the caller, speak in a


polite tone, and respond quickly to questions. It’s also
important to listen carefully and not leave the guest on hold
too long.

We learned that calls can be for questions, bookings, or even


complaints. No matter the reason, each call should be treated
with care. Ending the call in a friendly and professional way
leaves a good impression.

This topic helped us understand that phone manners show the


hotel’s service quality, even before the guest arrives.

You might also like