- Guests have exclusive use of their safe during their stay at the hotel.
- The safe has many combination locks so customers can create their own personal code for use. This code can be changed according to the customer's wishes.
In summary: Both of these methods have one thing in common: they can hold small items. Large items such as suitcases and handbags will be kept in the hotel's property storage.
3.2.3. Envelope:
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Procedures for Trial of Cases Involving Minor Defendants -
Practicing the right to prosecute in the first instance trial of property infringement cases from the practice of Chon Thanh district, Binh Phuoc province - 2 -
Factors That Create a Good Impression for Guest Service: -
Establishing Professional Units Specializing in Resolving Cases Involving Minors at Investigation Agencies and Procuracies -
Causes of Existence and Limitations in Resolving Cases of Property Robbery Crime
- Currently, this system is only applied in a few small hotels.
- The hotel accepts to keep the guests' belongings and puts them in a sealed envelope and then puts them in the hotel's safe.
* Procedure for receiving customer's deposited assets:
* The receptionist (the person responsible for receiving the deposited items) must receive the guest's deposited property as follows:
- Provide guests with a sturdy envelope according to the specified design: with hotel logo, guest name, room number, date and time of delivery, and regulations written on the envelope.
- The customer personally puts his/her property in the envelope, seals it, and signs the seal.
- The receptionist stamps the envelope by writing the guest's name and room number.
- Give the customer the receipt of the envelope and the receipt number is written on the envelope, tell the customer to keep the receipt carefully.
- Transfer the guest's envelope to the hotel safe
* Procedure for returning customer's deposited property:
* When a guest requests to retrieve their property, the receptionist must return the property as follows:
- Ask the customer to present the receipt and check the receipt carefully.
- Ask the customer to sign the receipt
- Compare the customer's signature on the receipt and on the envelope. If they match, a new envelope is given.
- The envelope was presented with the seal intact and handed to the recipient.
guest
- Require customers to check their deposited property.
- Attach the receipt that the customer returns to the receipt book and keep it in the file.
long term in case of any doubts or questions.
4. Handling lost property
4.1 Cases related to lost customer property
- Robbery in the living room
- The thief broke into the guest room (pretending to be in the wrong room) when the guest went out and forgot to close the door.
- Pickpocketing (at bars, dance floors, swimming pools...)
- The guest pretends to be a guest checking in to break into the guest room when given the opportunity.
festival
- Prostitutes enter the room with the guests, waiting for the opportunity to steal.
- Guests left things in public places in the hotel
- The customer himself: the customer carelessly lost money somewhere in the following situations:
difficult situations (like going with prostitutes) and then blaming the hotel to cover up their bad actions and get compensation
- Staff (customers do not pay attention to the amount of money in their wallets, staff take out a few bills when they have the chance)
*In addition, there are some reasons for lost property that occur outside the hotel but we will not mention them, we will only focus on the reasons that occur in the hotel.
4.2 Lost property handling procedure
4.2.1. Customers reporting lost property:
- When property is lost, for whatever reason, hotel guests often go directly to the receptionist to ask for help.
- When a guest reports lost property, the receptionist must quickly help the guest resolve the issue according to the lost property handling procedure:
* Please provide and record the following information:
- Guest's name and room number, address, phone, fax, email
- What property did the customer forget or lose?
- Where and when did the customer leave or lose their property?
- Characteristics of the lost property (color, size, old or new brand, material, etc.)
- Reason for loss
Immediately notify relevant departments about any lost or forgotten property.
Regularly contact relevant departments to get information
Notify customers immediately when there is information about their property.
4.2.2. Receiving lost property of customers:
- Any employee who finds personal property left behind or lost by a guest must forward it to the person or department concerned with the lost property (usually the housekeeping department).
- Procedures for receiving lost property are as follows:
Record the name of the person or department that found the lost property.
Record the time and place where the property was found.
Record details of received assets in the Lost and Found log book in accordance with hotel regulations.
Require the person or department that finds the lost property to sign the lost property register.
4.2.3. Return of lost property:
- When the customer comes to receive the property, the staff of the Lost Property Department needs to carry out the following tasks:
Ask the customer to describe in detail their lost property.
Ask for the guest's name and room number
Ask the guest to show the key card (if the guest is staying at the hotel)
Return property to customer and ask customer to sign Lost and Found log book
Note:
If the lost property is jewelry, cash or passport, it must be reported to the person in charge or security personnel before returning it to the guest.
In case the hotel cannot find the guest's lost property before the guest leaves the hotel, the receptionist must record the guest's address and promise to return the lost property to the guest if found later.
No mailing to the address on the guest registration form is permitted without the guest's express consent (protect guest privacy)
In case lost property is found but no one claims it: The lost property department will continue to preserve the property according to hotel regulations for about 06 months.
up to 09 months (The length of time an item is kept depends on the law of each country. For example, in the UK hotels must keep lost property for 1 year and 1 day). After this period, unclaimed property can be dealt with in a number of ways:
- Liquidate assets to the employee who found the assets or another employee who wants to own them (by agreement)
o Donate assets to hospitals or families in difficult circumstances
o Sell the asset and use a portion of the proceeds to reward the employee who finds it
o Dispose of property (if damaged) in the trash.
4.3 Handling of stolen property
- Tourists, businessmen... often carry a significant amount of money or valuables with them and this makes them obvious targets for thieves.
- Theft of property in guest rooms often affects the reputation of the hotel. Therefore, when a theft is reported, the hotel must pay close attention and immediately report to the authorities to clarify the problem.
- The procedure for handling theft reports is as follows:
Request customers and relevant departments to keep the scene intact.
Require the customer to write a detailed report of the loss of property.
Require guests to fill out a lost property declaration form (according to the hotel's form)
Report the incident to the hotel management for resolution.
Apologize and comfort the customer to reassure them
Record the theft incident clearly in the shift handover book and the stages in which it was resolved.
Note :
- Depending on the severity, the Board of Directors will take appropriate measures such as the hotel security doing it themselves or asking the local police to handle it.
- Many times the reason for the theft of a guest's property is unclear, so whether or not to compensate the guest must rely on the conclusion of the police. Even hotels only sign a confirmation for the guest that the property was stolen at the hotel so that the guest can pay the insurance money when there is an opinion from the police.
5. Complaint handling
5.1 Causes of complaints
During their stay at the hotel, some guests often express dissatisfaction with the service and style of the hotel staff, which leads to problems that guests often complain about at the Reception Department.
Receptionists are the first and direct people to handle guest complaints, so they must be aware that all guest complaints are a good opportunity for the hotel to understand the guests' preferences and needs, thereby serving them more effectively.
Customer complaints can be divided into the following three main issues:
5.1.1. Technical issues:
These are often issues related to the maintenance of machinery and equipment in the hotel such as: televisions, air conditioners, water heaters, elevators, keys, telephones... and issues related to keeping these equipment in the hotel clean and safe.
* Maintenance:
In hotels, this is a cause of customer complaints when the above mentioned machines and equipment are difficult to use, missing or broken without being resolved promptly and reasonably by the hotel.
* Cleaning and safety of equipment:
- In addition to the issue of maintenance of machinery and equipment, the issue of hygiene and safety of equipment in the hotel is a special priority because it is related to the health and life of guests during their stay at the hotel. It is also a cause of complaints from guests when:
Hygiene and safety in guest bedrooms:
- The guest room does not have a security locking system, no one-way glass door...
- Machinery and equipment in the room are not cleaned properly and installed inconsistently, making them unsafe for guests to use.
Safety and hygiene in public areas of the hotel:
- Machinery and equipment in public areas of the hotel are not cleaned properly.
- No or too few fire protection systems installed in areas within the hotel
- No or too few cat stairs, fire exits, fire doors
- No anti-theft surveillance cameras...
5.1.2. About service quality:
Usually, these are issues related to guests having to wait a long time when checking in and paying; the quality of the hotel's food and drinks is not delicious, not hygienic, or of poor quality; the rooms are not clean; the requirements for auxiliary equipment are not met well; the service level of the staff is poor, etc. (These types of complaints often occur when the hotel is crowded or has just started operating)
* About staff attitude:
Service staff have bad attitudes towards customers such as: being impolite, rude, cold, unenthusiastic, making things difficult for customers, disrespecting customers, etc. or when the staff makes a mistake, misunderstands the customer, provides incorrect information or forgets to do something for the customer.
* Responsiveness in service:
- Customers often complain about making them wait for a long time such as:
+ The reception department made guests wait a long time when checking in, paying and checking out.
+ Food service department serves food and drinks slowly
* Hygiene and safety:
- In service quality, hygiene is a factor that customers are very concerned about. Customers often complain about this factor when hotel staff are careless and irresponsible in the following matters:
+ Room cleaning (not clean, insects, bad smell), guest clothes not clean...
+ Processing food, drinks and food that do not meet hygiene standards of the health sector
* Diversity of products and services:
During their stay, guests not only require simple food, drink, and rest, but also have many other needs such as entertainment. The lack of products and services is also the cause of complaints. These are negative opinions. From these negative opinions, hotel management needs to have a plan to supplement and replace them promptly.
to improve the hotel's product supply capacity to better meet the needs of customers.
* Pay:
This is also the reason why guests often complain when the expenses they used during their stay are not updated accurately and promptly. Therefore, when checking out, guests have to wait a long time to get the bill and sometimes the bill is not accurate.
5.1.3. Regarding other issues:
- Guests complained about hotel amenities such as: lack of swimming pool, tennis court, gym, dance floor, sauna, etc.
- Guests complain about issues unrelated to the hotel such as: weather (too hot, too cold, too much rain...), public transportation, environment...
5.2 Complaint handling process
5.2.1 Purpose of complaint handling:
* Effects of complaints:
Important source of information about service or product quality
Opportunity to learn about existing problems to help the hotel overcome and improve service quality
* Effects of good complaint handling:
Get customer satisfaction
Create good relationships with customers
* The harmful effects of poor complaint handling:
Unspoken dissatisfaction is harmful to business.
Customers will go home and tell their relatives and friends (bad news will spread very quickly)
Hotel reputation is reduced, reputation will be lost
5.2.2. Complaint handling instructions:
- Instructions for handling complaints based on the LISTEN principle :
L (Listen to the guest's complaint): Listen to the guest's complaint attentively:
I (Identify the main points): Identify the main points:
S (Sympathize & Say sorry): Sympathize with the customer and apologize:
T (Thanks): Thank the guest: because the guest has paid attention to that issue and has expressed his complaint. The guest's contributions will be a source of information for the hotel to know more about itself, helping the hotel to continue to improve.
E (Explain): Explain to the customer:
N (Now & follow up): Resolve customer complaints immediately, monitor and check the problem resolution process and check customer satisfaction
5.2.3. Some notes when handling customer complaints:
Separate guests from crowded areas (to avoid other guests hearing, causing bad reputation for the hotel)
Calmly listen carefully to customer complaints
Absolutely do not argue with customers.
Do not make excuses, do not give excuses, do not blame others (No, I didn't, It wasn't me, It's not my fault...)
You should communicate in a foreign language with your colleagues in front of customers to avoid misunderstandings when handling complaints with foreign customers.
5.2.4. Completing the complaint log:
After receiving a complaint from a guest, depending on the situation of the complaint, the receptionist will propose different solutions. If there is a request for repair of machinery or equipment in the hotel, the receptionist must complete a repair request form (Maintenance request) and then forward it to the hotel's maintenance department.
Guest complaints must be accurately recorded in the Front Office Log book with the following contents:
Date and time of receipt of complaint
Complaint recipient (Receptionist name)
Reporter (Guest name)
Number of guest rooms
Complaint content
Person responsible for solving the problem
Level of completion
From this information everyone in the reception department can grasp the necessary information to continue processing.