View
218
Download
0
Tags:
Embed Size (px)
Citation preview
Alur Operasional HotelPertemuan 15-16
Matakuliah : G0424 – Hotel and Restaurant ManagementTahun : 2008
Bina Nusantara University 4
Learning Outcomes
• Students are able to differentiate flow of– Guest service– Guest supplies
Bina Nusantara University 5
Guest Flow• Consideration
– Guest Generating Origin:Nationality, Cultural Background, Length of Stay, etc.
– Sosio-economic: Age, Gender, Occupatio, Social Class, etc.
– Psychological: Personality, Behaviour, Activities, Purpose of Visit, etc.
• Guest Flow:– Check In (C/I)– Guest In The House– Check Out (C/O)
Bina Nusantara University 6
Guests
Form of arrival• Individual• Family• Group: Package tour and corporateFacilities used• Stay in – Tourist / Guest• Visiting – Visitor
Bina Nusantara University 7
Guests
1. Children2. Teenagers3. Ill guests4. Mature guests5. Handicapped guest: Wheelchair guests, Visually impaired
guests and Deaf or hearing impaired guests, Speech Difficulty
6. International guests7. VIPs8. Late arriving guests9. Inebriated guests10.Guest on special requests: ethical (vegetarians & vegan),
religious (Moslem, Hindu, Sikh, Jewish) and medical problems
Bina Nusantara University 9
Term in Check In
CHECK IN• Walk-in Guest• With Reservation: via tour
and travel agent, airlines, hotel representative, internet, hotel consortium
Bina Nusantara University 10
Term in Check Out
• Express C/O• Late C/O• 0 = Occupied• V = Vacant• SO = Sleep Out• NB = Occupied No
Baggage• DD = Do not Disturb
• OO = Out of Order• DL = Double Lock• LO = Lock Out• DNCO = Did Not Check Out• C/I = Check In• C/O = Check Out• HU = Hotel Use
Bina Nusantara University 11
Guest In The House
Things should be aware• The use of facilities and services• Alter in services: room change, rate changes, lock out
rooms, sleep out rooms, length of stay, skeeper, etc.• Guest complaint• Emergencies situation: Fire (fire drill), bomb, medical
situation, etc.• Guest needs arrangements: Mail, Message, Morning
call/wake up call, etc.
Bina Nusantara University 12
Employee working condition
• Types of employee: casual and permanent.• Working hours: 3 shift (morning, noon, night).• Working area: frontliners and backliner.
Bina Nusantara University 13
Empl
oyee
blu
e pr
int
Front Desk
Room
Restaurant
Room allocation
Registration
Guest card
• Guest list• Room report• Sales recap• Room slip• Guest history• Room statistic
Dokumen
C/O
Housekeeping store
Floor station
Linen room
F&B Service
• Roomboy sheet• Room report• Workplan
Laundry
Cleaning
• Food cost• Standard recipe• Sales history
Housekeeping
Kitchen
FO Cashier
C/I
C/O
order
consume
Menu
W
W
W
W
W
F
F
F
F
Storeroom
Purchashing &
receiving
StorageF Failure
WaitingW
Bina Nusantara University 14
Flow of Hotel Suppliers
• Room Amenities:– It is monitored from room occupancy
rate.– It is reported by housekeeping to
finance department.
• F&B Supplies– The number of order depends on the
F&B outlets– They do daily shopping, weekly
shopping and monthly shopping.
Bina Nusantara University 15
Flow of Guest Amenities
Public areaPublic area• Order - Purchase
• Set the product specification
PurchasingPurchasing ReceivingReceiving General storageGeneral storage HK Store RoomHK Store Room
RoomsRooms
• Check materials
• Receive products
• Store
• Release based upon requests
• Material order procedures
• Material use procedures
• Usage
• Maintenance
Bina Nusantara University 16
Flow of Food and Beverage
PurchasingPurchasing ReceivingReceiving General storageGeneral storage F&B Store RoomF&B Store Room
KitchenKitchen
Restaurant, Banquet, Bar, Roomservice
Restaurant, Banquet, Bar, Roomservice
• Processing
• Presenting
• Order - Purchase
• Set the product specification
• Check materials
• Receive products
• Store
• Release based upon requests
• Material order procedures
• Material use procedures
Bina Nusantara University 17
Compliments and Complaints
• Complement – the response of satisfaction toward services (positive experience)
• Complaint – the response of unsatisfaction toward services (negative experience)
• Type of complement and complaint: verbal (written and oral) and non-verbal (gesture, mimic, body language)
• Complement will not cause any problems, but complaint will cause many problems.
Bina Nusantara University 18
Types of Complaints
• Based on source of complaints– Internal – employee, management
and owner.– External – guests, partner/supplier
and competitors.
• Complaint categories– Mechanical complaint– Attitudinal complaint– Service related complaint – Unusual complaint
Bina Nusantara University 19
Handling Complaints
Three basic steps1. Listen: Be a good listener
– Pay attention for each complaints details.– Take notes.– Show respect to handle problems, not just
accommodate the issues.– Be patience
2. Apologise with the Golden Rule :• Our Guest is Our King• They should be treated accordingly• If they make mistakes, remember rule no.1
3. Do some immidiate actions
Bina Nusantara University 20
Tips in Handling Complaints• Remember you are dealing with a person and his/her feelings, not
just the problems.• Keep calm. Apologise. Do not make excuse or blame anyone.• Establish what has happen. Do not argue with or interrup the guest.• Take immediate action whenever possible.• Reassure the guest. Be precise.• Know your limit of authority.• Emphaty. Respect and be serious.• Take notes. Report the incident. Monitor the progress.• Offer solution or give alternatives.• Thanking the guests.• Maintain eye contact.