Reception Handbook by Alexandra

Reception Handbook HANDBOOK FOR NEW EMPLOYEES

HOB Hotel 2021

INDEX

HOB HOTEL

Handbook Aim

03 Our core values

Receptionist profile

Receptionist's duties 13

Processes

Quality commitment

Dress code

Communication

Handbook Aim

The aim of this handbook of procedures is to describe and detail the steps to follow in each of the tasks that are performed in the reception department within the Hotel. With this manual the receptionist will be able to remember what are the main functions to be performed in his job, the skills to be developed, as well as the steps to follow in the different procedures that are done in the front desk. The manual will help the new employees of the department to understand how their daily work should be, the values of the company and the code of ethics and dress code that we follow in the front desk. 2

Our core values What we care about

HOB

Customer satisfaction

Innovation

Transparency

Excellence

Workplace diversity

HOTEL

Recepcionist Profile The receptionist or Front desk Agent, is the first and last person the guest sees when entering and leaving the hotel. The receptionist's work has a great influence on the overall perception of the guest when evaluating the service offered by the hotel. We talk about overall perception because a guest's experience is influenced by a series of factors such as: the quality of the service offered from the moment they check in to the moment they check out, the loyalty of the information given, the correct billing of the services and the quality of the service providers suggested, among other things. Ultimately, a large part of the guests' impression of the service they receive comes from the quality of the service offered by the receptionist. Main skills of a good receptionist: Service-oriented approach to meeting customer needsAbility to make decisions and resolve conflicts Communication skills, both verbal and written Motivated and proactive, to offer the best possible service Fluency in the local language and at least one foreign language Ability to manage work, prioritising different tasks Computer literate, especially with the office package and invoicing programs Well-groomed appearance, no excessive make-up or untidy beards Confidentiality and discretion, in order to maintain a good best brand image HOB Hotel 2021

Our Secret Sauce

“Come in as Guest. Leave as Family.” HOB HOTEL

Receptionist's Duties Welcoming guests: The Hotel's receptionists are in charge of receiving and welcoming guests upon their arrival. Their mission is to welcome guests and offer them the first point of contact with the hotel.

Conflict resolution: Likewise, they must be able to resolve requests, questions or complaints quickly and effectively. Receptionists should be in charge of a complaints book if requested by the client.

Check-in: Before giving them their room keys or card, the receptionists check the identity of the guests. In this way, they ask them for the necessary documentation and register them in the establishment's database.

Tourist information: Receptionists should be able to provide tourist information on points of interest in and around their locality, excursions, restaurants, activities with children, available means of transport, etc.

Hotel information: Receptionists act as a point of reference for guests throughout their stay. They are in charge of providing all the information about the hotel, its facilities and services.

Surveillance and access: The receptionist may have control over the surveillance of the hotel. In other words, he/she is in charge of having control over the people entering and leaving the hotel, as well as monitoring the surveillance screens.

Customer service: Receptionists must attend to guests' requests, such as extra beds or special meals, among others. They must also be in charge of the calls and emails received by the hotel, and even the corporate social networks. Reservations and cancellations: Managing reservations and cancellations is another of their duties. They must carry out different administrative tasks, such as registering and anticipating the arrival of guests or the rooms available, among others.

A plus for guests: If anyone in the hotel can offer a plus to guests, it will be the receptionist. Their recommendations and opinions will be an added value that the client will be very grateful for. In addition, they can also offer complementary services such as booking private transport or special rates at certain venues. Check-out and expense control: As a last step, the receptionist prepares the client's invoice where he/she includes the additional expenses that the guest has incurred during his/her stay: additional services, calls, minibar, etc.

Processes

In the following section you will be able to see how to follow the most important processes that are carried out in the reception department. With these simple steps you will be able to do a good job when dealing with customers. Because in Hob Hotel every step counts 7

CHECK IN

Welcome guest- Requesting identity documents (ID card, passport) Locate the reservation in the program.Request the credit card to make the payment and register it in the program in order to charge possible expenses made by the client during his stay. Proceed to the administrative tasks to register the client as a guest. To make the keys and deliver. To sign the registration card and police document. To inform the clients about the services of the hotel, schedules of breakfast, restaurant, of the city if they request it and to manage the sale of other services of the hotel. To wish a happy stay to the client in the hotel and to be at his service.-Finally archive all documentation generated during the process.

CHECK OUT

Greet the client with courtesy. Request the room number and the key delivery. Customer's account is searched for and displayed in the computer program for verification of charges, and the customer is asked for his consumption on the last day of his stay. The customer is asked how he will pay his o her bill. The proforma invoice is printed as a measure of the customer's compliance. The final invoice is issued and the corresponding amount is collected. We will say say goodbye to the client with courtesy and to wish him a good trip and to tell him that we hope to see him again in the facilities. 8

ATTENTION AND TREATMENT OF CUSTOMER COMPLAINTS

Listen actively to the customer or guest. keep calm, do not interrupt, do not argue, do not adopt a defensive or aggressive posture, do not make strong statements. Show empathy with the customer or guest in order to identify with their problem: I understand the situation, I understand how you feel, I am very sorry for the situation, Apologise on behalf of the hotel.Make notes of the complaint. Concentrate on the problem in order to find a solution.Inform the guest that you are going to manage the resolution of the case and what you are going to do about it (offer solutions). Determine a time frame for the response to their case, preferably over-estimated rather than under-estimated. Follow up on the solution steps taken. Systematically monitor the solution of the problem (complaint).Inform the guest or client of the solution, in due time or earlier if possible. Record the complaint in the Incident Book.

PRE-BLOCKING ROOM

Receive the list of the day's expected arrivals, officialised by the reservations department. Print the list of clean rooms. Print the list of dirty rooms. Print the list of expected departures for the day. Using the list of expected arrivals for the day, assign clean rooms to each of the reservations (depending on the type of room requested). Once the available clean rooms have been used up, allocate the dirty rooms that will be ready for the client's arrival. If once assigned the clean and dirty rooms are not enough to complete the pre-blocking, proceed to the allocation of rooms that are departures on the day or any unforeseen departure that has occurred. 9

Quality Commitment The quality policy that we have implemented in Hob Hotel has as basic principles to offer a quality service through the performance of the activities it undertakes, so that all workers have to apply these principles in their day to day, in order to achieve the following objectives: Compliance with the requirements of our customers. The satisfaction of our customers with the material and the service we provide them, always taking into account the cost. The continuous improvement of our activities, of the service we provide to our customers and of the company in general. The commitment of all members of the hotel to the prevention of mistakes. The maintenance of adequate working conditions to carry out the activities and to promote a good atmosphere among all the employees and collaborators of the hotel. All the employees of the Hotel are committed to the compliance of the objectives set, through the knowledge of the same and their state of compliance throughout the financial year. Approve, implement and keep updated a Code of Conduct applicable to managers and employees that guarantees good governance, transparency and integrity in the relations established with customers and other stakeholders.

Promote transparency through the implementation of internal and external communication systems and channels.

Quality Quality Quality

We are committed to continuous improvement, both in environmental management and in the correct provision of our services. To strengthen the selection, development and promotion of human resources with a focus on quality, and with a strong emphasis on internal training. To keep the client always in accordance with the requirements provided, as well as to satisfy their needs at all times. To this end, we will maintain proper communication with the client and the hotel will always be in a perfect state of cleanliness and conservation. Likewise, all the facilities of the Hotel are adapted for people with physical disabilities, as well as some of the rooms are prepared for people with reduced communication capacity. At Hob Hotel the three steps of service will always be practised by all our employees, which are understood to mean:

Giving a cordial and sincere welcome to our guests, using their name whenever possible . Anticipating, satisfying and exceeding the wishes and needs of our customers. Giving our guests a warm and friendly farewell.

Dress Code

At Hob Hotel it is essential that employees are well dressed and distinguished from one position to another. The first thing to take into account is that in our philosophy it is important to find a balance between good image and comfort. Reception staff and all those who deal directly with the requests of hotel guests should dress appropriately and elegantly as they are the first image that guests see and should always dress neatly and elegantly if possible. Therefore, at the Hob hotel we will always take care of this image.

Communication The reception department carries out daily communications with the rest of the department. That is why in Hob Hotel, we give a high importance to this transfer of information.

Events

Housekeeping

Every day our employees at the front desk have to get in contact with colleagues from other areas. For this it is vital that: All information must be recorded The transfer of information must be clear and precise. Notes are recorded in the PMS Internal departmental meetings are used, as well as meetings with other areas once a month. Cordial and friendly tone is maintained at all times. HOB Hotel 2021

Marketing & Sales

RECEPTION Food & Beverage

Reservation

Maintainance 13

Once you have carefully studied and read this reception handbook, believe us that you are ready to face the great experience of being part of Hob Hotel.

We wish you the best of luck and thank you for being part of the Hob family!

NOW LET'S START BUILDING SOMETHING GREAT.

HOB Hotel Directors HOB Hotel 2021