Page 171 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management

Notes supervisor’s consideration. The individual who wants to change shifts because of difficulties
with another person on the job may just need advice on how to handle the other person. These
individuals may make a good team, but they wear on each other’s patience. A long-time employee
might ask you how he or she can advance in the organization. You may not have an immediate
response, but you can indicate that you will act on the request in the near future. Sometimes
employees know that a good thing takes time to develop. Listen to their needs; their requests
may an-swer your problems by fitting into the demands of the job.

Example: A desk clerk who is in need of additional income may have requested overtime
hours. Later on, an opportunity may arise for this employee to fill a vacancy caused by another
employee’s illness or vacation.

The responsibility of communications within the hotel usually rests with the front office. From
the guests’ perspective, this department is the most visible part of the lodging establishment.
The various departments in the hotel realize that the transfer of information to guests is best
done through the front office. When such communications fail to reach guests, it is often the
front office that bears the brunt of their unhappiness at checkout time.
The more systematic the communication process can become, the better for all concerned. For
example, messages that will affect the next shift of desk clerks can be recorded in the message
book, a loose-leaf binder in which the front desk staff on various shifts can record important
messages. This communication tool is vital to keeping all front office personnel informed of
additions, changes, and deletions of information and activities that affect the operation of a front
office. Additionally, daily function sheets, listing the planned events in the hotel, and their
updates must be delivered to the front office on a routine basis. The daily function board or
electronic bulletin board in guest rooms available on in-room television or in public areas is
usually maintained by the front office. The guest who complains about the maintenance of a
room must have the complaint passed along to the right person. The complaint is then reviewed
by a member of the staff, front office manager, member of the housekeeping staff, housekeeper,
member of the maintenance staff, and/or maintenance director to ensure it is resolved.

Inquiries about hotel services, reservations, city ledger accounts—a collection of accounts
receivable of non registered guests who use the services of the hotel—accounts payable, scheduled
events, and messages for registered guests constitute only some of the many requests for
information. Desk clerks and telephone operators are expected to know the answers to these
questions or know to whom they should be referred.

Task Ask a front office manger about the difficulties faced by him on the floor.

Self Assessment

Fill in the blanks:
11. …………………… means sending the customer’s call to the person with the best skills to
answer questions.
12. Front office …………………… must be trained properly to function within the guidelines
and policies of the lodging establishment.

13. A …………………… is a detailed listing of the tasks performed in a front office manager’s
job, provides the basis for a sound job description.

166 LOVELY PROFESSIONAL UNIVERSITY