3.1. The quality status of the reception department at Hoa Sen hotel 1. Quality of reception staff
3.1.3. Processes of the front desk department 1. Processes of retail customer service
Getting reservation and room arrangement
For individual guests who have a reservation, proceed to allocate a room search based on information already available when guests book, paying attention to the special requirements of guests such as smoking or non- smoking rooms, high-rise rooms or low floor, ...
For current guests, check the availability of available rooms and inform the room type, room rate, room amenities for guests to choose. Confirm the above information and time of guests to proceed to check-in for guests. In case of crowded days, no rooms, support guests to contact your hotel if you want to often Hoa Sen hotel often recommend to guests to the 3-star hotel in the vicinity.
Preparation before guests checking-in:
Based on the reservation information, check the status of the rooms on the system, notify the Housekeeping department to make a reservation if the room is not clean. (Usually, the receptionist will prepare a list of scheduled guests for the day with information about the time in the early morning so Housekeeping will prepare the room on time).
Welcoming guests to checking in:
Receptionist Hoa Sen will use the radio to confirm with Housekeeping once more whether the guest room is about to be prepared, if the room is ready, it will check-in and if the room is not clean, will proceed change a similar room, at the same time deodorize and open the air conditioner and put the welcome fruit.
Welcome and guide guests to check-in at the Reception. Borrow the passport / ID card of the guest to enter information into the computer system.
Notify guests of information on the Registration Card for guests to confirm.
This information is printed from the system based on the entered information.
Please confirm the signature on the Registration Card.
Then, ask the guest about payment methods. Borrow a customer's payment card to conduct the procedure of "Verify" a certain amount of money if the customer pays by credit card. If guests pay in cash, they must deposit for Hoa Sen usually the amount must be about 20% higher than the guest room to reserve if guests use other services of Hoa Sen.
Return the passport and credit card to the guest, don't forget to thank the guest. The hotel's Bellboy staff will guide guests to the room, instructing guests to use the equipment in the room such as air conditioning, television.
Serving dure the guest stay:
Meet the needs when guests need for example when they need extra towels, Wifi in the room does not work ...
Respond to hotel information and hotel services such as Spas, Restaurants, etc. to encourage guests to use. Providing as well as information about other services around the hotel such as bars, shopping malls, entertainment spots ...
When incidents or problems occur with guests, especially when a passenger loses their luggage, a room has an intruder, a customer complains
about the service or staff, etc., they must coordinate to keep the parts trying to help customers solve quickly and effectively.
Preparation before checking out:
When notified, guests will soon check out. The receptionist at Hoa Sen hotel will call to ask guests if they need Bellboy to collect luggage.
While waiting for guests to arrive, the staff will prepare the bill in advance for guests. All invoices in the relevant sections are updated on the system to avoid losses.
Checking out:
The receptionist will use the radio with Housekeeper to check the room to see if the luggage has been forgotten, and check the Minibar and equipment in the room.
Proceed to customers to check the invoice and sign for confirmation.
Conducting checks on the system. If the customer pays with a card, compared to the amount advanced, if they have a surplus, return the money to the account through the card issuance step, if the customer consumes more than the advance, Please proceed to the Verification step on the card and make payment normally. If guests pay in cash, proceed to receive more or return the money as the case. Then, ask guests about the hotel stay process to see if they are satisfied and when they want to return to the hotel.
Contact bellboy to bring luggage to the car to help guests. Contact the shuttle if guests need it.
Welcome guests, thanks for choosing a hotel and express your desire to serve you again.
Working after guests leave:
Update the situation of guests in the system so that Housekeeping can monitor and proceed as a room to prepare for the next guest.
Calculate the bill per guest check-out to the end of the shift handed over to the accountant or later shift.
3.1.3.2. Process of serving Member, VIP guests.
Similar to the process of serving guests, but still have some priority points as follows:
Getting room reservations and room arrangements
The sales department will proceed to receive Reservation from the website, e-mail or contract with companies and individuals that are members of the hotel to conduct room distribution at preferential prices or upgrade the room for guests if available rooms.
The receptionist is responsible for finding rooms on the system according to the type of room the guest Member is enjoying.
Make a reservation for sale, Sale & Marketing department based on information on the system to know the sales of rooms sold to plan room sales.
Preparing before guests check-in:
Use the system to check the guest list. As mentioned above, the receptionist will prepare a list of expected guests for the day with time information at the beginning of the morning so that Housekeeping will prepare the room on time.
Read information about the guest history, preferences for better service and facilities that guests enjoy to inform guests.
Prepare a welcome letter and Registration card.
Last checked the room and put VIP fruit, welcome flower, welcome letter in the living room.
Welcoming guests to checking in:
Staff greet guests, bring cold towels and water for guests.
Explaining why guests enjoy private check-in and Lounge access.
The Manager will meet and greet the guests who returned to the hotel and thank you for the confidence in using the hotel during their stay. Borrow the passport / ID card of the customer (some cases may not need to borrow because already have all the information of customers on the computer)
Conducting check-in procedures on the system, confirming with guests information on departure dates, room numbers, room rates, room types are true to the booking that guests have booked.
Please confirm the signature on the Registration Card.
Guiding customers to use vouchers, coupons for free services for VIP and Member guests such as redeemed vouchers...
Borrowing a customer's payment card to conduct the procedure to book a certain amount of money if the customer pays by credit card. If guests pay in cash, they must deposit an amount of money greater than the guest room must pay about 20% to reserve if guests use other hotel services, if too familiar guests can also let guests stay Without Deposit or Verify (very rare).
Returning the passport and credit card to the guest, don't forget to thank the guest. Contact bellboy to bring luggage to the living room and guide guests to use the items in the room.
Serving dure the guest stay:
Similar to visitors, Hoa Sen hotel staff often call restaurants and spas to notify guests of their rooms, what their names are and what services are free to avoid. Other parts of the hotel do not pay close attention to the information that may inconvenience guests.
Preparing before guests check out:
After receiving the information you want to check-out, the receptionist will phone you to ask if you need Bellboy to pick up luggage.
Prepare the bill in advance for guests. All invoices in related parts are updated on the system.
Checking out:
Proceeding the same way as for travelers but pay attention to this type of hotel guests will often take guests to the airport for free, the receptionist will use the taxi card of their department to pay for guests.
3.2. Assessment of customer satisfaction about the service quality of the