HANDLING A DRUNKEN GUEST IN A HOTEL

Handling a drunken guest in the hotel seems to be a very easy task in listening but in itself is a very difficult task and handling a guest who is drunk and completely out of his senses is next to impossible.

Certain attributes you have to possess:

·        Act politely

·        Never argue

·        Talk softly and lead him away from the public area

·        If the drunk guest is behaving rudely then the last option should be to call the security officer but try and handle the situation very calmly.

The conversation above will give the fair idea of handling this kind of situation which may be very common in hotels.

Receptionist: “good evening sir, how may I assist you?”

Guest: “I want my room to be changed and should be on the other floor.”

Receptionist: “sir please may I know the reason for your room change.”

Guest:  “there is no specific reason but I am just ordering you to change my room as you are here for my assistance.”

Receptionist: “i am very sorry to say so but sir without any specific reason our room cannot be changed and right now we also don’t have any room available because we are running on 100% occupancy. My sincere apologies to you sir.”

Guest: “how dare you talk to me like that just call your manager I will talk to him.  You  bloody don’t know who I am. I will surely change the room and you all are here for me only just do as I say.

NOTE: here the duty manager or the immediate supervisor should take the drunken guest away from the reception/front desk area and make the guest realize that this is not the right way to talk and then acting very calmly and talking very politely with him the supervisor can escort him to his room or he can indulge the guest in some other thoughts and just keep the guest calm and as soon as possible send him back to his room.

handling bomb threats-role play

Bomb Threats in hotels

Bomb threats are usually received orally on telephone by hotel’s telephone operator. It should be handled in the following way:

Telephone operator: “Good evening! Hotel Moon. How may I help you?”

Person: “A bomb has been planted in your hotel.”

Telephone operator: “May I know to whom I am speaking?”

(she indicates the other employee to record it )

Person: “You won’t be able to know it. The bomb planted in your hotel will blast in 4 hours from now. If you want your hotel and the people over there to be safe, you will have to fulfill our demands.”

(The employee should remain observant and calm. He/she is hearing sound bells of temple in the background.He/ She should try listening to the person more and ask questions to keep him connected.)

Telephone operator: “Where is the bomb located?”

(recognizing his voice as of a south Indian )

Person: “You and your people will never find out.”

Telephone operator: “What is your reason for planting this bomb?”

Person: “Because we want our needs to be fulfilled. Do not dare to inform the police because they will also be of no help.”

Telephone Operator: “Where are you calling from?”

Person: “You will not find this also. Wait for my next call and I will tell you all my demands. You better fulfill them or the results will be disastrous.”

-----------Line Disconnected-----------

o   After the call gets disconnected, the Front Office Manager should be informed.

o   All the department heads and General Manager should gather at one place and discuss the matter.

o   The Police should be informed and they should investigate the threat.

o   If the telephone operator has heard anything during the call that can be of any help, it should be informed to the police. All details such as the voice of the person, background noise etc. should be told.

o   One staff member should guide the police and other teams to the hotel for searching the bomb.

o   If a suspicious object is found, the hotel should be evacuated and make sure all doors and windows are open.

security in hotels

Front Office Security Functions

   Protecting a. People -Guests- guest’s health, comfort or wellbeing,

    -Employees & others

b. Property - equipment, machinery, fixtures & fittings, software, revenue, reputation.

The role of Front Office-

Although it is the responsibility of everyone, yet Front Office staff plays an important role as

they have opportunity to observe all persons entering or departing the premises.

Procedures for Guest Security

·         Should never disclose the information about the guest to anyone.

·         Front office staff should prohibit the staff to provide any information about the guests to any caller

or visitors.

·         Should never give room number, room keys and messages or mail of the guest to anyone else.

·         Screening of caller before connecting the call to the guest/ no connection of the call without the permission of the guest.

                                     .

·         Should also inform the guests of personal precautions they may take.

·         The bell boy should give instructions to the guest of equipment use.

·         Flyers/ pamphlets of safety tips should be placed in the rooms.

·         Front Office Staff also help protect guests’ personal property.

·         Front Office staff also important to asset protection (charging guests for breakages etc.).

Procedures for Property Security

·         The building should be enclosed with a Fencing-High rise concrete wall, wired etc.

·         Adequate lighting on all side of the property.

·         Security guards/ manning of all entries/ exits.

·         CCTV placed at all strategic locations inside and outside the buildings.

·         X-ray machines for luggage scanning.

·         Inverted Mirrors for scanning of lower side of cars/ vehicles.

·         Underground scanners for cars/ vehicles.

·         Underground Tyre-cutters for cars/ vehicles.

·         Door framed Metal detectors.

·         Hand held scanners.

·         Frisking of all guests/ visitors.

·         Multi-purpose room keys (for the use of lift/ entry for adjacent mall etc.)

·         Use of Sensors

computer application in front office

COMPUTER APPLICATION IN FRONT OFFICE
Front Office – the most important department of the hotel where guest comes in contact with the hotel first.
Computer system – consists of 3 interrelated and interdependent components namely-
- hardware
- software
- users.
Computer Application in Front Office Operations – replacing manual, mechanical work or use of electric
devices.
PROPERTY MANAGEMENT SYSTEM (PMS)
- a generic term used to describe the application of computer hardware and software in managing the
interface of various departments of a hotel.
Examples of PMS:
01. Fidelio 03. IDS PMS 05. Visual Oui 07. Opera
02. PMS 04. Innfront 06. CLS
Interface with other softwares –
1. Energy Management System (EMS)
2. Human Resource System (HRS)
3. Material Management System (MMS)
4. Accounting System
5. Point Of Sale System.
CENTRALISED RESERVATION SYSTEM (CRS)
- a computerized reservation system for a chain or group of hotels to enable
them to sell their rooms effectively.
- The hotels, their sales offices and Central Reservation Offices are linked
through a CRS for an effective and real time management of room inventory.
- It is primarily a Wide Area Network.
Examples of CRS:
1. Opera
2. MARSHA
03. Taj Central Reservation System
04. Leading Hotels of the World
05. Utell
06. Best Western Hotels
07. Welcomnet
08. Holiday Inn Worldwide
GLOBAL DISTRIBUTION SYSTEM (GDS)
- computer-based systems linked globally through satellites, which are used for
hotel reservations, airline reservations and other travel arrangements.
- Usually, the GDS terminals are with travel Agents. The travel agents may be
linked to the GDS through a dial-up mode or a lease line.
- All the GDS mentioned below are linked to one-another through a parent
satellite
Examples of GDS:
01. Apollo
02. Gemini
03. Galileo
04. Sabre
05. System One
06. Worldspan
07. Amadeus
08. Axess
09. Abacus
10. Infini
11. Fantasia
The relation between the three systems is as under –
Hotel Sales Office/ CRO Travel Agent
-- ---
SELECTION OF PMS
The steps involved in selection of a Property Management System are:
STEP 1: Identification of Need
Firstly an analysis is done to determine whether there is a need of computerized system or
not.
The following steps are followed in this process:
a. Selection of a team comprising the representation from all the departments
at all levels from all the shifts to analyse the needs. .
b. Analyse the flow of guests through the visit to the hotel i.e. an analysis of
the guest cycle.
c. Analyse the flow of information from other departments to the front
office e.g. billing information, room status information etc.
d. Anlyse the administrative paper work produced in other departments.
e. Evaluate the needs that have been identified in terms of importance.
f. Combine the needs to determine the desired applications.
STEP 2: Software Selection
- today, software is available in modules to cater to different areas in a hotel.
- based on requirement, as deduced from the needs analysis in step 1, a hotel
may go in for the entire PMS or parts thereof.
- proper software selection is very important, as it involves a ,heavy investment.
- configured or customized as per the need of the hotel.
STEP 3: Hardware Selection
- the hardware should be selected to run the needed software.
- the basic factors to consider here are the Processor speed, Disc drives, I/O Port for
connecting peripheral devices & for networking, Monitors/ touch screens, Keyboards,
Printers, Modems and Supplies: paper, forms, ribbons, ink, toner, cartridge, floppies,
DA T, CD-RW etc.
The other factors to be kept on mind while selecting the hardware are:
a. Positioning of hardware: based on the workflow analysis done during needs
analysis.
b. How does it benefit the guest, who will operate it, who all will require
access to the system at that position.
c. Climatic condition: whether air-conditioning required/not esp. in back-of-the-house
areas.
d. Ergonomics: psychological & physiological effect of computers on people.
STEP 4: OTHER CONSIDERATIONS
01. Vendor Claims: Claims made by the supplier. One must inquire about the product from the
current users of the same; whether they are satisfied using the system, problems faced by
them in using the system.
2. Installation plans: Proper planning of installation is essential for maintaining guest
services & employee morale. One must have a complete plan laid out for installation of
hardware & cabling in different areas of the hotel; also, who shall be installing the
hardware & who shall be installing cables.
03. Training: Classroom & on-the-job training provided by vendor or not. If yes, charged or
inclusive. Whether training module has been provided or not. Documentation of procedures.
04. Back-up power sources: Provision of UPS.
05. Maintenance agreement: The cost of repair & replacement of hardware & software.
Emergency services.
STEP 5: FINANCIAL CONSIDERATIONS
- the decision regarding purchase or rental of a PMS since heavy investment can
tie-up the cash flow of an organization.
- Also, if cost benefits are not realistically projected, profits may be difficult to come
by.
- analyse the savings in terms of overtime paid to the employees, losses due to
late charges, cost of marketing database collection, wastage of energy.
- advantages of outright purchase, discount for full payment in cash, finance
charges, depreciation.
- advantages of lease: continuance of cash flow, application of lease payments
to purchase price, tax advantages of leasing etc.
PMS APPLICATIONS
The modules of an ideal PMS are as follows:
Reservations
1. Guest data
2. Room inventory
3. Deposits
4. Special requests
5. Blocking
6. Arrivals
7. Departures
8. VIP
9. Projected occupancy
10. Travel agents
11. Guest messages
12. Reports
Registration
1. Reservations
2. Guest Data
3. Room inventory
4. Room status
5. Security
6. Reports
7. Self check-in
Room status
1. Room inventory
2. Availability
3. Reports
Posting
1. Point of sale
2. Room
3. Tax
4. Transfer
5. Adjustments
6. Paid out
7. Miscellaneous charges
8. Phone
9. Display folio
10. Reports
Call Accounting
1. Guest information
2. Employee information
3. Post charges
4. Messages
5. Wake-up calls
6. Reports
Checkout
1. Folio
2. Adjustments
3. Cashier
4. Back office transfer
5. Reports
6. Guest History
Night Audit
1. Guest charges
2. Department totals
3. City ledger
4. Cashier
5. Financial reports
6. Housekeeping
Inquiries! Reports
1. Reservations
2. Registrations
3. Checkouts
4. Housekeeping
5. Credit balances
Back Office
1. Accounts payable
2. Accounts receivable
3. Payroll
4. Budgets
5. General ledger
6. Reports
Housekeeping
1. Room availability
2. Personnel assignments
3. Analysis
4. Housekeeper's report
5. Equipment supplies inventory
6. Maintenance requests
Food and Beverage
1. Point of sale
2. Posting
3. Cashier reports
4. Food/beverage inventory
5. Recipes
6. Sales control
7. Sales production analysis
8. Labour analysis
Maintenance
1. Review work orde, 2. Status, 3. Cost/ labour analysis
4. Inventory, 5. Repair cost analysis
6. Energy usage analysis, 7. Guest room power start
Security
1. Keys, 2. Fire alarm
3. Burglar alarm, 4. Security code transactions
Marketing_ and sales
1. Guest history, 2. Word-processing, 3. Client file
4. Banquet files, 5. Desktop publishing
6. Reports, 7. Travel agencies
Personnel
1. Employee file, 2. Job control list
3. Word processing, 4. Analysis
5. Reports
Electronic Mail
1. Security codes, 2. Mail, 3. Hard copy
Time clock
1. Security codes, 2. Personal identification number, 3. In, 4. Out, 5. Analysis, 6. Reports
Examples of PMS
The ShawMan PMS is an integrated Front Office Management Software that can host multiple properties
and handle guest reservations simultaneously across many units including an integrated web-based
reservation agent and auto confirmation manager.
ShawMan's PMS plugs into an Integrated Telephone Call Management System that supports a host of
EPABX interfaces and also seamlessly connects to ShawMan POS, MMS and CRM Systems to complete
the application needs of the boarding & lodging Industry.
The ShawMan Hotel Centre is a unique and powerful interface design that handles registration, cashiering,
and night audit functions, treating guests and rooms as two manageable objects and supports right click
quick task launch of forms and reports, undo and redo, eraser and task history to effortlessly customize the
desktop for each user and department to manage a slew of jobs undertaken daily by the attendants,
supervisors and managers both at the Front Desk and back office.
A three tier client middle server architecture allows business processes and rules to be easily defined and
modified such as customer profiles, multiple rate codes, meal plans, guest history, room inventory, house
keeping and more. Several MIS outputs to choose from for quick and accurate reporting in the form of
statements, flash reports, chasers and audit trails and a query that allows users to design their own custom
reports.
(Source : http://www. widesystems.com/pmsmain. htm)
FIDELIO is one of the world’s best selling front office systems, and it is the system of choice for Hilton
International, Inter Continental, Mandarin Oriental, Forte, CIGA and many other chains and independents
around the globe.
Fidelio created the original electronic room rack. Complete, graphical plan illustrations of each floor allow
your front office staff to monitor and control the occupancy of every room in the building. Using a system of
twelve different colour codes, the status of each room is visible at a glance – either currently, or at some
future date. Yellow indicates a room is “clean and vacant”, blue is “dirty and arrival expected”, and so on.
Reservations data can also be shown in tabulated form to give an overall occupancy picture for any
specified day.
For group bookings, from the most complex convention to airline allotments, the group and block
management functions handles it all. Master billing, split rates, staggered arrivals, package plans, group
history, room type control, block forecasts and traces – they all help to optimize group business, without the
time consuming paperwork.
As well as handling room management, FIDELIO Front Office maintains all guests’ accounts, and offers
numerous other facilities such as mailing, word processing, and customized printout of confirmation letters,
guest messages and other documents.
( Source : Fidelio’s brochure)