Professional Documents
Culture Documents
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The process of complaints (understanding complaints as opportunities)
In case of a complaint 3 steps have to be kept in mind:
Let the guest finish his speech listen to him he wants to be taken seriously. If the guest
is very disappointed and angry, you have to wait until the guest has calmed down before
you answer or after a fairly long time try to calm the guest down (if you want to avoid more
embarrassment due to the proximity of other guests).
You will succeed in calming him down, if you speak to him with (about) the same increased
volume and gradually you let the voice fall and become quieter. (reflect lead)
Once the guest has calmed down, show understanding for his situation and make him
understand that he is important and taken seriously.
If the guest is wrongly angry about something, you nevertheless excuse yourself for the
troubles that have arisen, explain to the guest in a calm and sensitive way, without accusing
him, that the complaint is/was unjustified for whatsoever reason. The guest should always have
the feeling, that he is understood and that you do not want to make a fool of the guest.
If the guest has complained rightly, excuse yourself immediately and inform him that you will
take care of an adequate compensation, as a compensation for the damages that have arisen.
The aim is to win this guest back as a confident guest. In such cases inform the head of the
department and define the compensation with him/her.
2
Trace-Explanation
Trace = reminder for the next day or for a specific date
Traces are printed together with the daily report but on an extra sheet.
The Traces should be taken care of on the same day. Whatever is finished is marked with a
specific code.
The executed Trace-sheet is filed in the folder movements in the cupboard behind the
copying machine. (The lists of the minibar are there, too).
How is a trace set? Follow the _________ programs explanation:
All consumptions of the rooms are transferred to one collective billing. At this collective
billing (= PM account) all individual room bills of the group are summed up.
Option Rechnungsintruktionen new class of goods Logis delete confirmation other
room insert the PM number finish
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Contents of the voucher folder
Folder of the hotel with a pricelist
Tipps for presents
Latest Package-Flyer
Contents of the folder in the room
A large folder of the hotel with a pricelist
Pricelist for massages
latest Package-Flyer
Folder of the city X/Y
Instruction for the use of the internet
One set of stationary
Keys hand-over to employees
The master key may be given to the employees in case of emergencies only. (signature with
date and time)
There is a special form keys hand-over (=form for keys hand-over in case of emergencies). The
name of the employee and a code is filled in, when the key is returned. This guarantees that
no key will be lost.
Bike rental - description
From spring until autumn guests can rent bicycles (if available) free of charge.
If there are no more bikes available, guests may rent them at the tourist office.
In case of emergency the guests may rent bicycles at the shop XXX.
Our bicycles are either in the external storage area or locked to the bicycle stand.
The keys for the bicycle are in our key box to lock the bicycles at the bicycle stand. Also
external guests can lock their bicycles there, but they have to deposit 10 Euros for the lock/
the key.
If guests want to shelter their own bicycles please deposit them in the external storage area.
Treating of seminar instructors
When the name list of the seminar participants is entered in the computer, on the index card
of the instructor the mailing code Trainer is set.
Afterwards in the instructors reservation a trace is set to make
sure that a Trainer welcoming card with some sweets are
placed in the room.
At the instructors reservation a message is set, that the instructor will deposit the key for his
car at the reception. (Message appears at the Check-In)
Carwash
The instructor can park his car in front of the hotel which he is told right at the Check-In. Ask
the instructor to deposit the key for his car at the reception, to make sure that the car can be
re-parked if necessary.
As a surprise his car is washed, which has to be done by the technician and made sure by the
reception.
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Afterwards a card is placed in the car:
Dear Mr. ! Have a nice trip with clear sight
Moderators case
The instructor gets a moderators case from the reception
The reception has to make sure the case is completely stuffed before and after the
seminar.
The material for the moderators case is in the computers/storage room.
If material is missing refill; if for example a hole puncher is missing the company has to
pay for it.
The instructor signs a form that he has received the completed case. This form is added to
the Function sheet.
Key for the seminar room
If the instructor wants to have a key for the seminar room, he gets one. He has to sign the
key transfer form. The key number is XX.
The signed form is added to the Function sheet, too.
At the reservation there has to be set a check-out message that we the key must be asked
for when leaving.
Emergency list for possible technical problems (examples)
Water of the shower is too cold
Turn the faucet to the right > water is cold; Turn the faucet halfway to the left (counter-
clockwise) > water gets a bit warmer; turn the faucet by pushing the button completely to the
left > water gets hot!
If this doesnt help respectively the water doesnt get hot after a few minutes call a technician!
entry into the form technical problems and stick to the procedure.
Room is too cold
Ask the guest to turn the adjustment wheel at the room thermostat completely to +. If he has
already done this, go downstairs to the computer room and click at the main-house-computer
(on the left side) on room NT. Choose the corresponding room (attention: the numbers above
the pushbutton are the correct ones). Double click on SW (Sollwert - reference value), select
the Befehlsgabe and raise the number.
Attention: a temperature over 23C cant be reached in the room, but can reduce the heating-
up period. (for example 25C). If this doesnt bring the desired effect (after 1 hour), bring the
guest a patio heater and call a technician.
Patio heaters are available at the reception they have a serial number therefore we have a
special patio heater list. It has to be filled in to make sure the maids bring the patio heater
back to the reception (the list is in our cash register drawer!). Put a trace for the date of
departure to make sure to ask for the heater upon departure.
Bathroom is too cold
The bathrooms can only reach the same temperature as the rooms, as there is no individual
heater in the bathroom. Therefore the room temperature has to be raised as explained above or
a patio heater has to be brought to the guest.
Room is too hot / ventilation is too noisy (Using of the air condition)
To start with: only a few number of rooms (see explanation of the rooms) have an air condition,
to cool the room in summer. These rooms have an additional button and 4 extra lamps on the
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room thermostat.
The first lamp is marked with AUTO. If it is on, the ventilation will turn on automatically (it
turns off during the night and regulates the temperature and the ventilation according to the
value that is set at the temperature dial. If it is turned to - the air condition works and cools
the room.
The second lamp has a fan symbol. One fan blade is black. In this case the ventilation works at
full power and doesnt switch off during the night.
The third lamp has a fan symbol, too. Tow fan blades are black. In this case the ventilation runs
at half power (more quietly) and does neither turn off during the night.
The fourth lamp has a fan symbol as well. Three fan blades are black. In this case the
ventilation is turned off. The air condition is turned off, too.
By pushing the button you can choose between these 4 possibilities.
The seminar room is too cold/ too hot
In the seminar room the same procedure as in the rooms (room thermostat) is applied.
In the seminar rooms the temperature may be adjusted as follows:
Go to the computer room and click at the main house computer on ventilation > Event.
Afterwards double click on SW, choose a command and raise the value. This value is applied in
the whole room.
If only one seminar room should be heated, click on ventilation > room and at the respective
seminar room on the Sollwert (reference value) to change the value. Attention: You may only
heat the room and not cool it down! i.e. the event ventilation must be set at the lowest
possible temperature value.
Where is the socket for the internet cable?
Usually the Internet-socket is in the surrounding of the desk. Sometimes they are designed as
double connections, but only the connection with the indication e (e.g. E104) can be used.
The other one is for the telephone. In some rooms the connection for the internet is hidden
behind the TV-set.
Logging in to company networks
Example: Mr. Muster works at the company Meier and has an e-mail domain at his workplace.
He wants to check his e-mails, but it doesnt work! The reason is the firewall, which rejects all
connections (e.g. VPN) into other company networks (security of data). The only possibility is a
connection through the telephone line. Therefore the guest needs a provider, a digital modem
and a corresponding cable to be put into the telephone socket. (The cable is available at the
reception). Please let the guest know that he has to dial 0 before the regular number to get
an outside line!
The TV remote control doesnt work
The batteries are either empty or the guest tried to switch it on with
the stand-by-button. To switch it on one has to choose a program
(e.g. press the button 1). If there is a technical breakdown inform
the house technician fill in the respective form, offer an alternative
TV-set or a room change.
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room: It is a small white box in the vicinity of the room (its always 1 box for 2 rooms).
Sometimes it is also hidden behind the curtains, but always in the corridor. Have a look if the
LS- or FI- switch jumped and switch it on again.
Power breakdown at other places
Check the next main distributor whether the LS- or FI- switch jumped.
Power breakdown in the whole hotel
Check through the window if the buildings nearby are out of electricity, too. If this is the case
call the EVN (see telephone number in the list of suppliers). If only in the hotel the electricity
does not work, check the low voltage room, whether the main switch jumped and try to switch
it on again. If the switch didnt jump, call the EVN, too.
Fire safety regulation behavior in case of fire
Behavior in case of fire guest information
supporting of the staff
Communication with the guests announcement
through the loudspeaker, telephone information,
emergency numbers, false alarm
Emergency exits floor plans use of fire
extinguishers evacuation plan
preventive measures
7
Cleanliness - hygiene and uniform
Uniform rules - dos and donts
personal appearance
personal hygiene
8
Clear and understandable articulation
The guest should understand the conversation acustically as well as with regards to the
content.
Dont speak too quiet or too fast or mumblingly!
Dont give too much information!
Dont overburden the guest with unknown language or shortcuts!
Friendliness
Smile! This calls for a pleasant ambience and sympathy on both sides.
It should look like this! Thats the wrong way!
Cordiality
Show respect to the guest.
Escort the guest to places in the hotel if the description of the way is too complicated.
Straight posture
This shows self-confidence and competence.
Attention
The guest shouldnt repeat himself.
Take notes!
Naturalness
A put-on-behavior stands for dishonesty.
Empathy
Always act in the same way as you want to be treated.
Be aware of the different customer needs. A Business guest with a busy schedule has other
demands than a couple during their honey moon.
Positive statements
Negative statements stand for incompetence and denial.
Sovereignty
Make sure that you know all important facts and and that you have all the information to satisfy
the wishes of the guests.
Flexibility
In special cases you should react in an individual way according to the necessities of the
situation and not in the standard way of acting.
10
Instructions fo
or tying a tiie (The Fou
ur-in-hand or simple tieknot)
Step
p1
Put the tie around
P a the neeck.
T broad en
The nd is on the left side.
T broad en
The nd has to be longer than n the small one.
P the broa
Put ad end to thee right side over
o the smaall end.
Step
p2
P
Pass the broa
ad end aroun
nd the smalll one, make sure it still is on the leftt side.
Step
p3
Put the broa
P ad end over the
t small onee to the righ
ht side again.
A
Afterwards p
pass it around under the half knot.
Step
p4
T
Tear the bro
oad end betw
ween the outter layer and
d the layer below it.
Step
p5
H
Hold the sma all end.
Tighten the knot.
T
B
Before finallly tightening, make a dent in the brooad end shorrtly below th
he not.
B
Button up th
he collar of the
t shirt.
B
Both ends shhould have th he same leng
gth or the brroad end sho
ould be a bit longer than the
s
small one.
T tie end should
The s touch
h the belt-bu
uckle if possiible.
Instructions fo
or tying a sc
carf
Step
p1
Lay out the scarf.
s
Bend the twwo opposite ends
e in the middle.
m
Repeat it as long as you reach the deesired width
h.
Step
p2
Put the scarf around you
ur neck.
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Put both end
ds on top of each other and knot it as shown.
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