To be able to meet the expectations of guests during their stay in the hotel, hence the need for attitude, professional behavior of each employee to be improved. Therefore, an employee must meet the following requirements:
a. Experienced in Public Areas
b. Berbengalaman in Room (floor section)
c. Outlet-versed in other outlets
d. Mengusai Product Knowledge (in / out hotel)
e. Communication (Fluent in English and other languages, Telephone)
f. Computer literate
g. Administration skills
h. Professional attitude (Professional Appearence) means an officer of the order taker must have an attitude that can reflect or represent themselves private company or hotel in serving guests such as attractive appearance, using uniform neat and clean and tidy work with in accordance with the requirements
i. Friendly (friendliness) means an employee must always serve the guests with great hospitality, always greet guests with an attitude which is very enthusiastic in serving talks with a direct view to the guests.
j. Manners (courtesy) means that an employee actually pay attention to what is desired by guests, as well as a fairly honor and always called upon to meet the guest’s name to indicate that we are always attentive to guests at any time.
k. Empathy means that employees must understand the feeling of being guests in any situation, but still explore the situation with the attitude that no doubt without showing excessive attitude.
l. Responsibility (resposivenes) means that as employees we should be able to take the appropriate action and to find out the proper way to guest satisfaction as a sense of full responsibility.
m. Flexible (flexibility) means that as employees we will treat guests as a whole person and help provide advice and solutions that can be accepted by the guests.
Besides the above it to better show the guests that, services provided by the hotel will be more than expected by the guest to the hotel as an employee under this provision would be better if it can be understood and followed by every employee.
How to provide quality service to guests
a. Reading the guest wishes to give his full attention on what will be delivered and how to deliver it.
b. Sort out or separate what is desired by the guest appropriately
c. Solve problems together to find a good solution
d. Provide the best service to guests as expected
e. Following up on all the issues that arise and to reconfirm that guests will be satisfied with our services
f. Overcoming a complaint with the attitude that remain friendly and helpful
g. Improve the quality of service in accordance with the wishes of guests without reducing the existing standards.
Completeness Order Taker
In order to expedite the process of provision of services for its guests, the hotel do everything possible to complete the facilities / infrastructure support to facilitate service system. In other words as a business hotel, would require adequate infrastructure and can serve all satisfy the expected demand, of course, be adjusted to the costs and conditions of the hotel itself.
The completeness that should be there are:
• Computer systems
• Telephone Switboard
• Telephone
• Hotel Information
• White board / Housekeeping Information
• Order Taker Log book
• Lost & Found Form
• Lost & Found Book
• Work Order
• Pager
• Pest Control Book
• MC Book
• Key Control
• Key Drop