Technique 152
Install a Doorbell Behind the Front Desk;
Install a doorbell behind the front desk that the agent can ring when the desk gets busy unexpectedly. The bell can sound in a back-of-the-house area where one or more individuals are cross-trained to operate the property management system.
Technique 153
Install a Direct Telephone Line from the Front Desk to the Kitchen;
If the front desk gets busy unexpectedly, there should be a direct telephone line that rings from the front desk to the kitchen so that food can be brought out immediately to guests waiting for front desk service. All front desk agents and cooks should be both trained and empowered to act swiftly in such a circumstance. Cookies would suffice in such a situation, but have become relatively commonplace at front desks; there- fore, more creative items such as fudge might have a more powerful effect.
Technique 154
Telephone the Guest When His/Her Room is Ready for Check-In;
When a guest checks in early, but there is not a room ready, ask the guest if s/he would like to be called when there is one available. If so, make sure that s/he is called in a timely manner; this gesture goes a long way in terms of customer satisfaction.
Technique 155
Produce Laminated Room Inspection Checklists;
All managers in the hotel should be provided with con- densed laminated guestroom inspection checklists. The check- lists should be small enough to carry in a pocket. When the housekeeping department is stressed, managers from other departments should be called to do room inspections.
Technique 156
Post Par-Levels for All Supplies;
All departments should have posted par-levels for all supplies. The person who confirms the par-level for the given items should initial the posted par-level sheet. Often, service systems deteriorate because associates do not have the supplies that they need.
Technique 157
Analyze Why a Forecast Was Incorrect;
If the forecast for a particular area of the hotel was inac- curate, and service quality suffered as a consequence, at the next management meeting a discussion should be held as to why the forecast was inaccurate. This practice is particularly germane to examining lunch and dinner capture rates in the restaurant outlet(s).
Technique 158
Put a Bell on the Front Desk;
Persian
