Insuring Safety and

Security of Guests and

Employees
&
Training in the Front
Office
TFri 1:00 3:00
September 18, 2012
Leader: de la Cruz, Edward
Members: Agullo, Eugene
Ala, Sheevah Audrey
Bag-ao, Chessa Lei
Cerniaz, Vernie
Codilan, Florence
Malubay, Rozelle
Mendoza, Chaka Phoebe
Mesario, Floralyn
Trongcoso, Amabelle
Torlao, Joey

Insuring Safety
and Security of
Guests and
Employees

Introduction
The safety and security of guests and
employees of hotels has never received more
attention than in the past years. There are
variety of reasons for this. For one thing,
todays guest is more conscious of the
dangers around him or her. Through the
media, crime , fires, and earthquakes are
brought to the attention of people in the
country on a daily basis. In fact, whenever a
fire takes place in a hotel, it becomes
worldwide news.

The lodging industry has responded to

the increase attention to hotel safety by
placing tremendous amount of energy to
making hotels safe for their guests and
employees and into making the public
aware of the added security and safety
measures that are being taken. New hotels,
with their sophisticated fire and crime
detection and prevention systems, may be
among the safest places of all facilities to
occupy. Of course, this safety level does not
allow any reduction in the attention this
area should receive.

Our society seems to be becoming more

violent, and increased violence must be
met aggressively. It is the responsibility of
all employees to keep the security of the
guest foremost in there minds at all times.
The focus of this chapter is to cover all of
the major areas of safety and security in a
hotel. As always is the case when legal
issue involved, the hotel should check its
attorney before proceeding with the
implementation of its safety and plan.

Chapter Objectives
After reading
understand:

this

chapter

you

will

What special laws apply to the hotel industry.

How to make guest secure from harm.
Basic ways to protect the hotel property from
loss or damage.

Sub Contents
EMERGENCY PROCEDURES
Fire Prevention
Fire Emergency Plan
Emergency Medical Procedures
Bomb Treat Procedure
Armed Robbery
Hotel Evacuation
Power Failures

 Locking Systems
Key Control
Computerized Lock Systems
Guest Room Sales
Closed Circuit Television
The Bell Staffs Role
Guest Room Security
Garage and Parking Lot Safety and
Security
Safety Deposit Boxes

LEGAL
ASPECTS

Every hotel has the moral

obligation to provide a safe place for
employees to work and guests to
stay. Beyond this duty, hotels are
obliged by law to provide reasonable
care so that guests of the hotel will
not become injured. The following
section will deal with those areas of
the hotel where injury can occur.

Management must always keep in

mind that can be held responsible for
action taken by their employees. This
fact places a strong demand for proper
hiring, reference checking, and
training of guest-contact employees.
Such harmful actions by employees
may range from acts of physical
violence taken out on guests to
something as simple as the giving out
of wrong room key.

Hotels may also be held liable for injuries to

guests by another guest if reasonable care could
have prevented the injury.
Employees should be cautioned about lax
security. Keeping that door propped open to the
outside or not watching the arrival and
departure of people through the lobby are just
two breaches of security that can be averted if
management emphasizes the role security plays
in overall guest satisfaction. If guest complains
that he or she shouldn't be kept waiting at the
front desk when they ask for a key to their room,
the clerk should politely remind the guest that it
is to the guest benefit that the hotel assures
itself that the person receiving the key is in fact
authorized to have a key to the room.

Hotels also have the responsibility

to guests for the security of their
property, although many states have
adopted statutes that limit the hotels
liability. Each hotel must base its
policies on the laws of the state,
carefully researched by the hotel, in
which the hotel is located. Many states
required that the statutes be posted
either in the lobby, in the guest room,
or in both places.

Some guest will leave their

property behind when they check
out. When this occurs, the hotel
should hold it for the time specified
by state law. Then, it may be
disposed of in the established
fashion by law.

Establishment rules;
maintenance of guest
register
1.
Any operator of a public lodging
establishment or a public food service
establishment may establish reasonable
rules and regulations for the management
of the establishment and its guests and
employees; and each guest or employees
staying, sojourning, eating, or employed
in the establishment shall conform to and
abide by such rules and regulations so
long as he shall remain in or at the
establishment.

2. It is the duty of each operator or a

public lodging establishment to
maintain at all times a register, signed
by or for guests who occupy rental
units within the establishment,
showing the dates upon which the
rental units were occupied by such
guests and the rates charged for their
occupancy. This register shall be
available for inspection by the division
at any time. Operators need not make
available registers which are more
than 2 years old.

Liability for property

of guests.
1. The operator of public lodging
establishment is under no obligation to
accept for safekeeping any moneys,
security, jewelry, or precious stones of
any kind belonging to any guest, and, if
such are accepted for safekeeping, he
shall not be liable for the loss thereof
unless such loss was the aproximate
result of fault or negligence of the
operator.

2. The operator of a public lodging

establishment shall not be liable or
responsible to any guest for the loss of
wearing apparel, goods, or other property,
except as provided in subsection (1), unless
such loss occurred as the proximate result
of fault or negligence of such operator, and,
in case of fault or negligence, he shall not
be liable for a greater sum than $500,
unless the guest, prior to the loss or
damage, files with the operator an
inventory of this effects and the value
thereof and the operator is given the
opportunity to inspect such effects and
check them against such inventory.

Refusal of admission and

ejection of undesirable
guests; notice;
procedure; penalties for
refusal to leave.

1. The operator of any public lodging establishment

or a public food service establishment may remove
or cause to be removed from such establishment, in
the manner hereinafter provided, any guest of the
public food service establishment or any transient
guest of the public lodging establishment who, while
on premises of the establishment, is intoxicated,
immoral, profane, lewd, or brawling; who indulges
in any language or conduct which disturbs the peace
and comfort or other guests or which injuries the
reputation,
dignity,
or
standing
of
the
establishment, fails to make payment of rent at the
agreed-upon rental rate by the agreed-upon checkout time or who, in the case of public food service
establishment, fails to make payment for food,
beverages, or services; or who, in the opinion of the
operator, is a person the continued entertainment of
whom would be detrimental to such establishment.

2. The operator of any public lodging

establishment or public food service
establishment shall notify such guest that the
establishment no longer desires to entertain
him and shall request that such guest
immediately depart from the establishment.
Such notice may be given orally or in writing.
If notice is in writing, it shall be as follows:
You are hereby notified that this
establishment no longer desires to entertain
you as its guest, and you are requested to
leave at once. To remain after receipt of this
notice is a misdemeanor under the laws of
this state.

3. Any guest who remains or

attempts to remain in any such
establishment
after
being
requested to leave is guilty of a
misdemeanor of the second
degree, punishable as provided in
s. 775.082, s. 775.083, s. 775.084.

4. If any person is legally on the premises

of any public lodging establishment or
public food service establishment, the
operator of such establishment may call
upon any law enforcement officer of this
state for assistance. It is the duty of such
law enforcement officer, upon the
request or such operator, to place under
arrest and take into custody for violation
of this section any guest who violates
subsection (3) in the presence of the
officer.

If a warrant has been issued by the

proper judicial officer for the arrest of
any violator of subsection (3), the officer
shall serve the warrant, arrest the person,
and take him into custody. Upon the
arrest, with or without warrant, the guest
will be deemed to have given up any right
to occupancy or to have abandoned his
right of occupancy of said premises, and
the operator of the establishment may
then make such premises available to
other guests.

EMERENCY
PROCEDURES

The focus of this section is some of

the preventive measures that can be
instituted in an attempt to alleviate
dangerous occurrences, such as fire.
More important, it focuses on what
must be done when emergencies
happen.

Fire Prevention
There are thee types of fires that are common
to the hotel industry.
TYPE A fire is one that involves wood,
cloth, paper rubbish, and plastic.
TYPE B fire start when paint, oil,
gasoline, or other flammable liquids
ignite.
TYPE C fire is an electrical equipment,
motors, and control panels.
**Three things needed to start a fire are
HEAT, FUEL, and OXYGEN.

Fire Extinguisher
Types
Ingredient
Soda Acid
Foam
Water (Pump tank, cartridge,
pressurixed)
Loaded Stream
Dry Chemical
Dry Chemical (Purple K)
Dry Chemical (A,B,C-Triple)
Dry Chemical (Foam
Compatible)
Vaporized Liquid
Carbon Dioxide
Halon

Type- TypeA
B
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X

Type-C

X
X
X
X
X
X
X

Fire Emergency Plan

One of the major achievements is the adoptation of a
fire emergency plan that indicates exactly what should
happen in the event of a fire.
The following information should be contained in
almost any fire plan. When a fire is found, the person
finding it should pull the fire alarm and call the hotel
operator to report the location of the fire. The hotel
operator will call the fire department, the employees in the
hotels fire brigade, the general manager, and any others as
identified by the manager. A fire brigade made up of hotel
employees should try to put out or contain the fire if
possible. During this time, the switchboard operator will
stay in touch with the manager and follow his or her
orders. The hotel fire brigade will assist in evacuating
guests if so instructed by the manager on duty or by the
fire department.

The master keys for the hotel should be

obtained by the manager on duty and be
available for use by the fire department. The
manager on duty will station herself or
himself at the command center, which is
usually at the front desk close to the
switchboard. In this location, the MOD will
be able to communicate with both the fire
department and hotel employees. Bell staff
can be assigned to the task of bringing the
elevators down to the looby and shutting
them down. These employees will be able to
direct the fire department into the hotel ant
to the fire floor.

The security department will coordinate

with the police, keeping unauthorized people
out of the fire area, and they will prepare for
a follow-up investigation of the incident.
Employees
from
the
housekeeping
department should remove all carts and
material from the guest room hallways. If
needed, housekeeping should remain on the
floors to assist guest in evacuating the hotel.
Food and beverage outlets will wait until the
manager on duty informs them to close
down. When possible, they will prepare to
supply guests and employees with
refreshments.

Instructions for the guest in

case of a fire should also be
included. The important points
about which the guests must be
informed are as follows:

FIRST, the guest should betold not to

open the door until he or she has felt it to
see if it is hot. If the door is hot, the fire
may be very close by. In such an event, the
door should not opened or it should be
opened very slowly, with the guest being
prepared to close it quickly if need be.
SECOND, when trapped in the room, the
guest should call the front desk to notify
the hotel personnel of the guests location.
THIRD, the bathtub should be filled with
water and wet towels placed around the
door to keep smoke out.

These basic rules can be used

by guests and employees to save
lives during a fire. All hotels
should develop their own fire
emergency plan and have it
approved by their local fire
department before putting it into
use.

Emergency Medical
Procedures
When a guest calls the operator
with an emergency, the operator
should dial the local emergency
operator. The perator must
remain calm and give full
information about and the
location of the emergency in the
hotel.

The operator should notify the

bell staff of the location of the
emergency. At that point, the bell
staff will bring down an elevator
and hold it in the lobby until the
emergency medical personnel
arrive.
Hotels should should also have
employees on staff who are trained
in general first aid.

Bomb Threat Procedure

Any time the hotel recieves a
call threatening that there is a
bomb in the hotel, or if something
is found that looks like a bomb,
all involved must react as if this is
true. When a call comes in wiht
the threat, the following must be
ascertained:

* Where is the bomb located?

* What time is the bomb set to go
off?
* What does the bomb look like or
what is it inside of?
* What is it made of?
* What is the callers motive?

Armed Robbery
Employees must be trained never
to resist the robber, for this could
result in injury or death for the
employee and guests in the area. As
soon as the robber has left, the
switchboard should be call. The
switchboard operator will then notify
the police at once. When the police
arrive, employees should try to give as
much information about the incident
and robber as possible.

Hotel Evacuation Plan

When the hotel needs to be evacuated, the
manager on duty will order the fire alarm to be set off.
Any communication system of a public address nature
will be used to announce the procedure to the guests.
Many
newer
hotels
have
an
emergency
communication system that acts like a publiccaddress
system in each guest room. Any announcemnet of this
kind should tell guests to remain calm and to leave
the hotel at once using the stairsnot the elevators.
They should then be instructed to assemble outside
the hotel in a predetermined location. The location
chosen should be out of the way of any emergency
vehicles that will be arriving. Hotel personnel should
be stationed along the way to route the guesta
through the hotel and out.

Power Failures
During power failure, there are many
issues to be dealt with. Some of these are loss
of heat, loss of air conditioning, loss of
telephone, loss of lighting, and safety and
security. Hotels should have battery powered
emergency lighting in public areas and guest
room hallways to enable movement within
the hotel for guests and employees. The best
situation is to have an emergency generator
that will provide power to locations as
needed. Care must be exercised in the
distribution of candles for guest room
lighting.

If candles are given out, proper

holders should be included so
burning candles will not fall over,
presenting
a
fire
hazard.
Management has to provide for
increased security during these
power failures. Personnel should
patrol the hotel inside and out
constantly. No area of the hotel
shold be left uncovered at these
times.

Locking System
The lodging industry has come a long way
from the early inns that did not even have a
locking system on the guest rooms. There has
been an increased concern for better locking
system since the court case involving singer
Connie Francis in the early 1970s. Ms. Framcis
was the guest at a hotel, and the room she was
in did not have an adequate locking system. This
situation allowed rapist entry into her room to
perpetate his crime. The court awarded her 2.5
million dollars. Cases like this one can be
prevented with the selection and maintenance
of appropriate locking system.

Key Control
There are three different types of keys based
on the access allowed by each. The guest room
key allows entry only to the guest room for
which it is issued.
A master key will open the guest rooms.
An emergency key will open all guest rooms
just as the master key and will also allow
entry into all guest rooms that are double
locked.
The emergency key is the most highly
guarded key in the hotel. This key should be
kept in locked ocation that is only accessible
to the highest level of management.

 A log book should be kept, and the emergency

key signed out anytime it is removed from this
locked location.
The master key is used throughout the day by
various employees of the hotel, such as maids in
order to clen rooms and maintenance
employees to perform work ordered.
From a security point of view, the keys for guest
rooms are the ones that cause the most concern
for hotels.
The hotels employees must always remember
that the guest room keys are a major
responsibility.
If one of these keys gets into the wrong hands,
the guests of the hotel are placed at riskthat of
the loss of their property or possibly even their
lives.

 Key control at the front desk starts by the

keeping of the room keys in a key drawer
taht can be locked when it is not being
heavily used.
When a guest checks in, he or she should
be given the room key. After this, if the
guest returns to the desk to get another,
he or she must be asked to show proper
identification before a key is given out.
During the guests stay, hotel employees
should always be on the lookout for keys
left in the doors of the rooms. It is not
uncommon for guest to be negligent and
leave room keys in the door.

 At check-out, front desk employees

should ask the guest for the room
key. However, many guest at checkout may not be finished in their
room so they keep the key or keys.
Often guests forget to leave the key
at the desk or in the room when
they finally depart. For this reason,
many hotels have placed drop
boxes in the hotel by the exit doors
and, if they have them, in thier
courtesy vans.

Computerized Lock
System
The basic variations in computerized locking
systems:
Some are on-line and hardwired
Some are on-line and no hardwired
Some are off-line and retain information
Some will work outdoors and some will
not
Some types do interface with other
systems
Some use batteries, whereas others run on
110 volt alternating current

Guest Room Sales

Naturally, hotel guests are concerned
about the safety of their belongings in the
guest room. Although virtually every hotel
provides safety deposit boxes for guests,
many guests do not use them. By providing
guest an in-room safe, a hotel can increase
likelihood that guests will use the safes. It
also reduces the traffic at the front desk
area. In-room safes are attached from the
inside of the safe, to the floor of the guest
room. Most models work on a numerical
key pad that accepts a six-digit security
code the guest gives it.

Closed Circuit
Television
Closed Circuit Television (CCTV) are video
cameras placed to view locations that present
a security risk , and they are connected to a
TV monitor placed elsewhere in the hotel,
where an employee can observe, from one
position, all locations being monitored. A
CCTV system can be hooked up to a video
recorder as well, to record events for later
playback if a security violation occurs. CCTV
systems work out very well when used to
monitor entrances, public spaces, and areas
outside of the hotel.

The Bell Staffs Role

The bell staff and housekeeping
staff get around the hotels hallways
more than any other employees.
These employees should be the eyes
and ears of the hotel in matters
related to safety and security.

When a bell person escorts the guest to

the room, care must be taken if he or she is
using the same elevator as the guest and
utilizing a luggage cart, especially when
getting on and off the elevator. Once at the
guest room, the guest should receive an
explanation on how to open a guest room
door, particularly if the hotel has a newer
computerized access system. When inside
the room, the bell person should explain the
locking system from the inside, indicate the
location of the nearest exit to the room, and
show the guest where the safety
information is.

Guest Room Security

When
the
housekeeping
department inspects a guest room
after it has been made up, a check
of the security equipment should be
made as well. When the room is
check-out, maids will have a metal
locked box on their cart in which to
drop any room keys that are left
behind by the departed guest.

Garage and Parking

Lot Safety and Security
Employees that will be driving guests
cars must be careful, especially when busy,
to take the time to locate all the cars
controls before driving off. Guests cars
should be inspected for damage before they
are driven away. When damage is found, a
full description should be written on the
guest parking ticket and shown to the guest.
Guests should be requested to remove any
valuables or belongings that they have left
in the car.

Safety Deposit Boxes

Every three months the hotels
controller should inspect the safety
deposit boxes to ensure that they are
functioning properly and that all of the
keys are accounted for. When a guest of
the hotel wishes to use a safety deposit
box, the employee handling the boxes
usually a cashier or a front desk clerk
must be very cautious in handling the
matter. The employee will enter a guests
name, address, room number, and safety
deposit box number on the safety

Employees must never place the

items in the box or even touch them.
The clerk will then put the tin box back
into the safety deposit box and lock it in
front of the guest. When this is
completed, the clerk will remove the key
and give it to the guest. The guest must
be told at this point that this is the only
key that will open the box. If the key is
lost, the hotel must call a locksmith to
drill out the lock to open it. The guest is
responsible for the charge of the
locksmith and a new lock installation.

Guidelines on what
to say, what not to
say and why during a
crisis

What is a crisis?
A crisis in a hotel can be as
dramatically obvious as a fire,
and as deceiving subtle as a
slowly incubating food borne
disease. A crisis can be defined as
any event or situation that could
harm a propertys viability and
reputation.

Communications in any crisis should be

based on certain axiomatic concepts. Among
them:
Every lodging establishment should be
ready
with
a
prepared
crisis
communication plan.
If the management does not tell hotels
side of the story, no one else will.
Providing information and cooperating
with the press gives management some
control over the way the crisis is reported.
Failure to talk to the press forces reporters
to seek information from sources that have
no reason to protect the hotels interest.

Truthfulness is mandatory. One lie,

misinterpretation or intentional failure
to disclose relevant information will
destroy the hotel operators credibility
before the press, the public, the guests
and the employees.
In addition to providing information to
the press, it is highly important to
inform guests and employees.

 Whatever the cause of the crisis,

management must publicly express
concern for the victims for any
inconveniences, loss or harm caused by
the crisis.
Designating a single spokesman to
communicate with the press in time of
crisis and instructing all employees to
refer all questions to this spokesman is
essential.

What should a spokesman (who

should work from a prepared statement
whenever possible) say- or not- say in
press interview?
Do not speculate, relate the facts only,
dont allow yourself to be led off the
track.
Avoid speaking in Jargon. Present
information in a straightforward,
understandable way.

Dont suggest possible causes of

accidents or assign blame, stress instead the
efforts and being concentrated on aiding the
victims. Offer assurances that the situation
will be investigated thoroughly.

Do express managements concern for the

safety of guests and employees and concern
for victims, before stating concern for the
property.

Do take the opportunity to state the

hotels safety record and safety features, and
any precautions that had been taken to
prevent the crisis.

 Never answer a question with no

comment, always give the reason for
not answering.
Never attempt to estimate the
monetary extent of damage in the
midst of a crisis. Indicate that this will
be estimated following a thorough
investigation.

Once the crisis is over, management

must act immediately and fast to protect
the hotels reputation and to get the
message out that business is preceding
as usual. A prepared statement by the
general manager for the rest should
stress.
The successful implementation of the
emergency action plan, complementing
the hotels employees for their courage
and efficiency in carrying the plan
through.

The hotels policy in employee training

for crisis management, specifying regular
reviews and inspections.

The fire safety device in the hotel (for

example, sprinkler system, smoke or other
alarms, public address systems) of the crisis
was a fire.

Appreciation to employees and guests for

their cooperation and understanding also of
course, after a fire crisis, to the fire
department, and after any type of crisis to
any such agency (fire, police, etc.) involved.


After a fire, it is recommended that
the general managers press briefing
include a statement by the fire
department chief, covering the details of
the fire itself.

Key Principles to
remember
1.

You must have an emergency action

plan.

2.

The plan should include clear

instructions to all staff as to what to do
in the event of an emergency on the
property.

3.

Whenever possible prepare a

statement and snake your remarks to
the press clear and concise without
speculation.

4.

Always express concern for public

safety before company profits.

5.

Leave the facts of the crisis to the

authorities.

6.

Be sure and talk about your safety

record of the dollar value investment
made in any safety devices.

7.

When the crisis is over, let the

media know its business as usual.

Study Questions
1. Who should be held responsible for action
taken by their employees.
2. What is the focus of emergency procedure?
3. What are the thee types of fires that are
common to the hotel industry? Describe
them.
4. What are the three things a fire needs?
5. What is the first thing a telephone operator
should do in a medical emergency?
6. Should an employee try to resist an armed
robber?

7. In a power failure, should candles be

handled out?
8. Hotels have at least ________ levels of
keys for guest rooms and other rooms.
9. Where should a guest keep his or her
valuables?
10. Are you going to leave the facts of the crisis
to the authorities?

Answers
1. Management
2. The emergency procedure focus in some of
the preventive measures that can be
instituted in an attempt to alleviate
dangerous occurrences, such as fire. More
important, it focuses on what must be done
when emergencies happen.
3. TYPE A fire - is one that involves wood,
cloth,
paper
rubbish,
and
plastic.
TYPE B fire - start when paint, oil, gasoline,
or
other
flammable
liquids
ignite.
TYPE C fire - is an electrical equipment,
motors, and control panels.

4. Heat, Fuel and Oxygen

5. The operator should dial the local emergency
operator.
6. Employees must be trained never to resist the
robber.
7. Yes, proper holders should be included so
burning candles will not fall over.
8. 3
9. Safety Deposit Boxes
10. Yes

Training in the
Front Office

Introduction
Todays guest is no longer willing to accept
mediocre service from the hotel industry, as
was the case, perhaps, in the past. The new
emphasis on quality service, along the
addition of new technology, has created a
tremendous burden on those who manage
hotels. With the high cost of labor and the
shortage of qualified workers, the response
from management must include a focus on
the training function. Nowhere is this need for
training more evident than in the front office
area of the hotel.

The demands placed on front office

employees in the areas of technology, guest
relations, and the multitude of tasks that must
be accomplished by these workers is evidence
of this need. A front office manager must, in
addition to dealing with the above tasks, be
able to deal with issues such as stress
management, motivation, communication,
time management, and leadership-for heror himself as well for his or her employees.
Thus, the focus of this chapter will be on all
areas of training that are relevant to the role
of a front office manager, especially within
the context of this new, more demanding
environment.

Chapter Objectives
After reading this chapter you will
understand:
Why training is such an important task.
What employee learning needs are and how
to satisfy those needs.
Various training methods and their uses.
How to plan for effective training.
Who trains and how to train the trainer.
The value of positive reinforcement in
maintaining well-motivated staff.
How to build a winning team.

Sub Contents
TRAINING
Learning Needs
Training Objectives
Training Methods
Task Detailing
Training Plan
The Trainer

 GUEST SERVICE TRAINING

EXCELLENCE IN HOSPITALITY
GUEST COMPLAINTS
- Six Steps in Handling Guest
Complaints

MANAGING STRESS

Training
- defined as the process that
is used in the acquisition of
skills and knowledge needed
to perform activities

4 Major Steps in the

Training Process
1. Determination must be made about what
the employees needs to learn.
2. Objectives must be set that will state the
change expected to occur with the new
employees.
3. The training program must be designed
with consideration of the costs involved,
time allowed, and objectives.
4. A viable method of evaluation must be
established in order to indicate if the
desired level of learning has taken place.

Learning Needs
It can be determined through a variety of
method. Direct observation by the front office
manager can also uncover areas requiring
training. These observations will yield two(2)
types of training needs:
1. Training
needs
that
deal
with
interpersonal
communications
skills
utilized with guests and fellow workers.
2. Training needs that involve carrying out
of the specific task that make up a job.

Training Objectives
A training objective indicates exactly
what the employee should know and be
able to do at the successful completion of
the training.
When setting an objective one must
first place the main focus on the behavior
to be exhibited after the training has
taken place. Second, some standard or
test must be developed to evaluate
whether the training has been successful.

Training Methods
1. "Telling Method"
- Includes lectures, readings, discussions, and
tests, is usually best employed when the goal
is to improve the trainees knowledge.
To improve the lecture method trainer should
keep the following advice in mind:
a. Think about the audience
b. Always practice what is going to be
presented
c. During the lecture, use notes only to provide
organization to the
presentation
d. Throughout the presentation, maintain eye
contact with the trainees.

2. Showing Method
- Demonstrations, including
those on video as well as in
person, can also be highly
effective in training employees.

3. Doing Method
-. A combination of the telling and
showing methods. It involves the
trainer and trainees working at the
same time on accomplishing the test.
Job Instruction Training(JIT)
Three steps must be completed prior
to setting up the JIT training plan.
a. Job description indicates what
the employee will be doing in
the job and addresses the
conditions that exist for the job.
b. Conduct a task analysis that
results in a task listing.

Task
- Is made up of a logical grouping of steps that
result in the successful completion of a
desired activity.

Task Detailing
- Indicates what the employee does in carrying
out the task.

Training Plan
- Also called as job breakdown. This training
plan indicates which task is being trained, the
frequency with which the task is performed
and when, the equipment that is needed to
carry out the task, the steps followed in
carrying out the task, and, where needed, an
explanation of how to complete each step in
the task.

The training plans are put to use through

the four-step method of instruction.
The four steps are:
a. Get the employee ready for training.
b. Demonstrate the task to the trainee.
c. Have the employee attempt and
practice the task.
d. Reinforce and coach the trainee.

The Trainer
The trainer must possess the following
several attributes:
1. He/she should be someone who
knows the job, but not necessarily the
one who is the most proficient at it.
2. He/she should be involved in training
because of the enjoyment that
teaching brings.
3. Has a great deal of patience.

GUEST SERVICE
TRAINING
A guest service training program
is designed for the hotel and
hospitality industry to maintain and
enhance
customer
service
standards.

Guest Services
As the centre of front office
activity,
the
front
desk
is
responsible for coordinating guest
services.
Typical guest services involve
providing
the
guest
with
information and special equipment
and supplies.

4 Major Principles of
Good Service
1. Immediate Recognition
Immediate recognition means that as
soon as a guest approaches the front desk
and is seen by one of the staff, he or she
should be recognized.
2. Mind Set
Mind set Refers to the attitude that the
front desk staff has toward its guest.
An employee should never be talking with
other employees about anything unrelated to
the hotel business when a guest is at or near
the front office area.

3. Guest Oriented Procedures

Guest oriented procedures are not
always the standard in the hotel business.
That is, a particular procedure may be
causing the guest some dissatisfaction.
4. Constant Assistance
Constant assistance is the fourth
principle of good service. After the guest
has checked into the hotel, the job of
guest service has just begun for the front
office staff.

EXCELLENCE IN
HOSPITALITY
For a hotel to achieve excellence in
hospitality, many guest relations skills
must be learned by the employees who
will be delivering the services.
Eleven basic skills of hospitality will
serve as a beginning to achieving this
excellence.

1. Smiling
Smiling when dealing with
guests helps to create a friendly
atmosphere. By smiling, the
clerks are showing the guests that
they are glad they chose the hotel
for their stay. A smile says, Were
glad youre here!

2. Greeting
Greeting a guest includes
smiling as well as eye contact. For
example, if the guests name is
not known, Sir or Madame is the
appropriate address.

3. Conversing
A guests name should be uses
as many times in the conversation
as possible. People love to hear
their name; it is a very positive
form of recognition.

4. Telephone Etiquette
The telephone should be
answered as quickly as possible,
certainly by the second ring.
No one likes to be put on hold,
but when this is necessary, the
guest should be thanked for
waiting.

5. Assistance
When the guest arrives at the
hotel and during the course of his
or her stay, the guest should know
that the employees are there to
assist with his or her needs.

Whenever an employee speaks

with a guest, the employee should
end the conversation with the
statement, Please call on me if I
can be of any further assistance.

6. Attention
Providing attention to the guest
is enhanced by the little extra in
guest interactions. For instance,
when guests return to the hotel at
the end of the day, they should be
welcomed back.

It is these little things that

make the guest feel at home.
When the guests are around, they
should not be ignored. Employees
must remember to chat with the
guests, not their co-workers.

7. Positive Endings
Upon
departure
from
the
establishment, guests should be
thanked for staying at the hotel and
told how much they are wanted
back again. Statements such as
Please stay with us again and
Have a nice trip home or Enjoy
the rest of your vacation help to
ensure that the guest will depart
with a smile.

8. Follow -Through
The
initial
follow-through
comes after check in. After the
guest is roomed, the guest
relations can call the room to see
if everything is satisfactory.
During the guests stay, a followup call should be made after any
problems are reported to ensure
that the guest has been pleased
with the service.

9. Positive Attitude
Having a positive attitude
means that the employee has the
desire to consistently provide
excellent service to the guests. It
is the managers responsibility to
create the kind of atmosphere
that satisfies the guests needs.

10. Positive Decisions

Think before speaking or
acting is a rule that every person
especially those in the service
business

should
follow.
Employees must be taught to be
objective when making decisions.
This includes keeping their
emotions under control at all
times

11. Guest Complaints

There may not be easy answer to
solving guest complaints, but there
are some basic rules that can be
followed. By following these rules,
the employees and management
will stand a better than average
chance of turning that complaining
guest into a permanent repeat guest
for the hotel.

The following represent a few

basic ideas for handling guest
complaints:
Do not argue with a guest who
is complaining; assume he or she
is correct, because the guest may
be right
Always listen with undivided
attention to what the guest is
complaining about

Try to put yourself in the

guests place; how would you feel?
Never raise your voice or yell at
the guest, if you are pleasant, you
may be able to turn the guest
around
By objective and get all of the
facts; try to weed out the
subjective statements the guest
may be making

Show the guest you are

concerned about the situation
When the guest is correct, tell
him or her that you and the hotel
will go to work on correcting the
situation at once.

A front office employee should

be supported by the supervisor. If
the guests complaint can not be
resolved by the employee, the
supervisor should step in and
attempt to resolve it therefore,
employees should never accept
responsibility on behalf of the
hotel. A manager is the only
person who should handle these
matters.

Six Steps in Handling

Guest Complaints
In dealing with guests
complaints, there are several
steps to follow:
Addressing the guest
Giving attention
Determining the
solution/option

Finding answers
Taking action
Checking up

Addressing the Guest

The guest may be bothered by
the problem for a long time or
that the incident has possibly
occurred more than once. So that
when the guest finally decides to
lodge
the
complaint,
he or she may be extremely
emotional in the way chosen to
confront the employees.

When a guest comes

forward with a complaint,
the employee receiving it
should address the guest
with his or her full attention.

Attention
The next step involves paying
attention to what the guest is
saying. The employee should
listen to the guest and not try to
speak while the guest is talking.

The best approach is for the

employee to keep a pleasant
expression and to nod in
agreement. The employee
should never argue with the
guest about what is being
said.

Determination
Now it is time to determine
exactly what the problem is. The
employee should focus on the
facts of the problem and deal with
the problem, not the personality.

The employee can focus his or

her questions on clarifying the
problem and repeating to the
guest in his or her own words
what the problem is, always
including who, what, where, and
when in this analysis.

Answers
At this point, the guest is ready
to hear some answers to the
problem he or she has brought
forward. The employee should
indicate that the guests feelings is
understandable and that the
employee would feel the same
way if he or she were in the
guests position.

The employee might offer a

solution to the problem. If the
guest is not happy with that
solution, an alternative one can
be suggested.

Action
Action
should
be
taken
immediately after the complaint
is discussed. When the guest sees
that the employee is taking action
to
solve the problem, he or she will
feel vindicated.

Check-up
After the problem is resolved,
the guest should be contacted to
ensure that he or she is satisfied
with the resolution.
This is just one more way of
showing the guest that the
problem has received attention
and the hotel wants to make sure
he or she is satisfied.

When guest complaints are

handled in this manner, a bad
situation can be turned around
into a positive experience.
Through a problem resolution
process such as this, the hotel
may gain a loyal customer and
very positive word-of-mouth
advertising.

Stress
- the emotional and physical
strain caused by our response to
pressure from the outside world.
Common stress reactions include
tension, irritability, inability to
concentrate, and a variety of
physical symptoms that include
headache and a fast heartbeat.

The Signs Of Stress

Stress can cause both mental
and physical symptoms. The
effects of stress are different for
different people.

Mental symptoms of
stress include:
Tension
Irritability
Inability to concentrate
Feeling excessively tired
Trouble sleeping

Physical symptoms of
stress include:
Dry mouth
A pounding heart
Difficulty in breathing
Stomach upset
Frequent urination
Sweating palms
Tight muscles that may cause
pain and trembling

Managing Stress
The
hotel
business
is
considered to be a people
business. This is so because of the
high degree of contact a hotels
employee have with its guests.

Along with this high degree

of guest contact, comes a great
number of stress-producing
occasions. Thus, managing
stress is part of a managers job.

A manager who wants his or

her employees to be free of stress
might try the following:
Talk to the employees. Tell them
what changes are planned way
ahead of their implementation.
Let them know how these
changes will affect them.

 Listen to all employees. Let

them know that their ideas
are respected.
Always be honest with them.
If a manager is caught in a
lie, the employees will never
know what to believe in the
future

 Listen to all employees. Let

them know that their ideas are
respected.
Always be honest with them.
If a manager is caught in a lie,
the employees will never know
what to believe in the future

 Listen to all employees. Let

them know that their ideas are
respected.
Always be honest with them.
If a manager is caught in a lie,
the employees will never know
what to believe in the future

If a good training program is

set up, the employees will not
feel a great deal of stress from
not knowing what to do or
how to do it.

Study Questions
1. What is the definition of training?
2. A training objective indicates exactly
what?
3. What are the three methods of training?
4. What does task mean?
5. A training plan is also called?
6. List the four steps in the four-step method
of instruction.
7. What are the four principles of good
service?

8. What are the eleven basic skills of

hospitality?
9. What are the steps outlined in the text for
handling guest complaints?
10. What are the two types symptoms of
stress?

Answers
1. Training is defined as the process that is
used in the acquisition of skills and
knowledge needed to perform activities.
2. A training objective indicates exactly what
the employee should know and be able to do
at the successful completion of the training.
3. Telling Method, Showing Method and Doing
Method
4. A task is made up of a logical grouping of
steps that result in the successful completion
of a desired activity.

5. Job Breakdown
6. 1) Get the employee ready for training;
2)Demonstrate the task to the trainee;
3) Have the employee attempt and practice the
task; and
4) Reinforce and coach the trainee.
7. Immediate Recognition, Mind Set, GuestOriented Procedures and Constant Assistance
8. Smiling, Greeting, Conversing , Telephone
Etiquette, Assistance, Attention, Positive
Endings, Follow-Through, Positive Attitude,
Positive Decisions, Guest Complaints

9. 1) Addressing the Guest;

2)Giving Attention;
3)Determining the Solution;
4) Finding Answers;
5) Taking Action; and
6) Checking up
10. Mental and Physical Symptoms

Summary
de la Cruz, Edward
(Presentation)
Agullo, Eugene
(Summary)
Ala, Sheevah Audrey (Presentation)
Bag-ao, Chessa Lei
(Researcher)
Cerniaz, Vernie
(Researcher)
Codilan, Florence
(Presentation)
Malubay, Rozelle
(Researcher)
Mendoza, Chaka Phoebe (Reporter)
Mesario, Floralyn
(Summary)
Trongcoso, Amabelle (Summary)
Torlao, Joey
(Summary)