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CHAPTER 6. The Guest Service of Lodging. After reading this chapter, you should be able to:. •. Recognize and understand terminology common to the . guest service experience •. Describe the common procedures for checking in and . checking out a guest •. Identify and describe common guest service issues and . provide solutions for resolving them •. Identify the primary guest service positions within a . typical hotel •. Describe the typical procedures associated with walking a . guestCopyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Service Positions. •. Porter. – Also known as a bellman or a bellhop. . – Predominantly male, but can be held by either gender. . – Typically the first contact of the hotel. . – Greets guests as they enter . – Holding/monitor the door – Serves as the first line of defense for security – Gatekeeping. – Transporting/storing/receiving © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Front Desk. •. The importance of the front desk cannot be understated. . •. Most everyone must come in contact with these workers. . •. They are the main contact during the entire stay. . Photo courtesy of S. MarkhamCopyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Front Desk (cont’d). •. Issues:. – Impolite guests. – Missed guests’ needs. – Missing reservations. – Wrong key. – Nonworking key. – Room occupied. – Lines too long. – Missed something held for © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Checking in a Guest. •. Check­in procedures differ from property to property, but . the basics are essentially the same – Greet the guest with a smile and a warm welcome – Ask if they have a reservation . •. (verify name and check identification) – Ask them to fill out a guest registration form . •. (number of people, type of room, length of stay) – Ask about any preferences – Establish the form of payment and give a quoteCopyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Rates. •. Usually the first question from a guest. . •. Some hotels have meals included in their rates. . – Inform of policies such as check out, deposits, and . billing procedures – Assign their room – Write down the room number on card with their room . keys and present it to themCopyright © 2013 by John Wiley & Sons, Inc. All Rights Reserved. Checking Out. •. Checking out a guest may be automatic, but the manual . procedure is typically as follows:. – Greet with a warm welcome – Ask the room number – Ensure that everything is posted to the folio – Ask if there were any recent charges that may not have . been posted – Ask how everything was during their stay