Reception lesson 4
- 1. © Ezzy Digital Learning 2020
- 2. Handling Room Change Request Lesson 4 © Ezzy Digital Learning 2020
- 3. Learning objectives By the end of the lesson, you will be able to understand flow of service of handling room change request and use the expressions and terminologies needed. © Ezzy Digital Learning 2020 © www.freepik.com
- 4. Introduction Before going deeply into the learning material of handling room change request, it is important to bear in mind that the room change request has some reasons delivered by the guest(s), either from the guest itself or from the other situation which can be positive reasons or complaints. © Ezzy Digital Learning 2020 © www.theambengatenten.com
- 5. Flow of service In processing the room change request, there are certain points that need to be understood. The points are explained on the next slides. © Ezzy Digital Learning 2020 © www.freepik.com
- 6. Flow of service Finding out from the guest about the reason to have a room change request as this is important to decide whether it is crucial to apply a free upgrade or up-sell a certain room category to the guest. © Ezzy Digital Learning 2020 © www.freepik.com
- 7. Flow of service Establishing what is wrong with the original room assigned to the guest. This is important to coordinate with Housekeeping or Engineering to fix or doing maintenance if there is a problem with the room, before deciding to do the room change to the guest(s). © Ezzy Digital Learning 2020 © www.medium.com
- 8. Flow of service Checking the room availability to ensure what rooms are available to match the guest’s request. © Ezzy Digital Learning 2020 © www.freepik.com
- 9. Flow of service Advising the guest about the room availability to make sure that the room type is suitable before assisting the guest for further assistance. If it is possible, showing the guest the new room (room type) will be needed. © Ezzy Digital Learning 2020 © www.roamnewroads.ca
- 10. Flow of service Advising the guest about the room rate or additional charge to be added from original room type. If the guest has agreed, then the guest’s signature should be taken on the Registration Form (or new Registration Form) for approval. © Ezzy Digital Learning 2020 © www.hospitality-school.com
- 11. Flow of service Preparing the new Room Key and Room Change Notice. © Ezzy Digital Learning 2020 © www.phocuswrightconference.com
- 12. Flow of service Coordinating with Concierge/Porter/Bellboy to assist the guest to move to new room, assisting with their luggage if it has been packed (if it has not been packed, then other procedure will be applied; normally Concierge/Porter/Bellboy do it with a witness). © Ezzy Digital Learning 2020 © www.hospitalitystudy.eu
- 13. Flow of service Updating all the information changed in Property Management System (PMS), such as the new room status. If the property has a manual system to follow, then Front Desk Agent has to make sure that the Housekeeping know this information of the room change and room status. © Ezzy Digital Learning 2020 © www.thereceptionist.com
- 14. Flow of service Updating the Guest Folio about room rate and ensuring that there is no wrong posting done in wrong room number. © Ezzy Digital Learning 2020 © www.zohre.horizonconsulting.co
- 15. Expressions in handling guests’ extension stay On the next slides are several expressions that might be used by the front office staff to handle room change request by the Receptionist or Front Desk Agent. © Ezzy Digital Learning 2020
- 16. Greeting / welcoming guests © Ezzy Digital Learning 2020 Good morning/Afternoon/Evening, (mention the guest’s name when known), my name is………, how may I assist you?” (Waiting for the guests’ response if the guest indicates that he/she would like to request a room change) © www.freepik.com
- 17. Cross-checking the reason on room change © Ezzy Digital Learning 2020 “Mr. ...(mention the guest name), would you please let me know whether you have a challenge with your original room” (Waiting for the guest’s response) © www.es.skytouchtechnology.com
- 18. Cross-checking the reason on room change © Ezzy Digital Learning 2020 NOTE: If the problem arises in the room, a Receptionist or a Front Desk Agent should apologize to the guest for any inconvenience occurred. Then, offer the guest for us to send Housekeeping or Engineering to fix the problem. If the guest insists to move, then checking the availability of rooms inquired should be done.© www.abcnews.go.com
- 19. Processing the room change request © Ezzy Digital Learning 2020 • “Mr. …(mention the guest name) allow me to check the room availability” • “Mr….(mention the guest name), I am pleased to let you know that we have an availability for you to move, so that we may process your room change request” • “Would you please let me know your convenience for us to assist you to move to another room?” © www.hospitality-school.com
- 20. Processing the room change request © Ezzy Digital Learning 2020 • “Before that, would you please make sure that you pack your belonging, so that we may assist the luggage and everything accordingly” (Waiting for the guest’s response) • “Mr….. (mention the guest name), I will make sure that a Concierge/Bellboy/Porter will come to your room on the appointed time to assist you to move to new room” © www.hospitality-school.com
- 21. After the room change request process © Ezzy Digital Learning 2020 • “Is there anything else I may assist you with, Mr….(mention the guest name)” (waiting for the guest’s response) • “Thank you and have a great day, Mr….(mention the guest name) © www.tutorialspoint.com
- 22. Handling over the room change notice • Communication with the Concierge/Porter/Bellboy to assist guest to move to another room on the time agreed by the guest should be done. • Handing over the Room Change Notice to Concierge/Porter/Bellboy. He/she also will bring Bellboy Errand Card in handling guest luggage. © Ezzy Digital Learning 2020 © www.tripadvisor.com.au
- 23. Handling over the room change notice © Ezzy Digital Learning 2020 • Room moving process will be done by Concierge/Porter/Bellboy himself, however if the guest luggage is not being packed yet, the Concierge/Porter/Bellboy should be assisted by a witness (may a Rooms Supervisor, Duty Manager or Security) • The Concierge/Porter/Bellboy will put the luggage based on the position at the previous room.© www.canva.com
- 24. Handling over the room change notice © Ezzy Digital Learning 2020 After finishing the room moving task, the Concierge/Porter/Bellboy has to make sure to the guest, several things as bellow; • Concierge: “Mr…(mention the guest name), please make sure that nothing left in your previous room, and please also make sure that your Safety Deposit Box has open already and your valuable things inside of it has been moved to your new room” © www.depositphotos.com
- 25. Handling over the room change notice © Ezzy Digital Learning 2020 • “Here is your new room key, Mr…(mention the guest name), and I will take the old room key with me to the Front Desk” • Concierge: “Is there anything else I may assist you with, Mr….(mention the guest name) (waiting for the guest response) • Concierge: “Thank you and have a great day Mr…./Ms…(mention the guest name) © www.rawpixel.com
- 26. Handling over the room change notice © Ezzy Digital Learning 2020 Front Desk Agent receive the Room Change Notice from Concierge/Porter/Bellboy which has been signed, indicates that the duty in assisting the guest with room change request has been done. The Front Desk Agent then follow up into Property Management System to do a room change record in the system.© www.hotelnewsresource.com