MAIL HANDLING,MESSAGE & COMPLAINTS HANDLING

2. Mails
Guest Mail
Resident
Guest
Checke
d Out
Guest
Hotel Mail
OfficialFuture
Guest
Employee

3. Future Guest, Resident Guest and Checked
Out Guest

4.  Any mail for the guest who is expected to
arrive first sort the mail according to their
expected dates of arrival, after checking the
advance booking and on the day prior to
guest arrival the mail is sent along with
reservation correspondence to the front desk
and a note will be made in the log book as
well as Mail and message Register.
 Whenever the guest check-in to the hotel, the
mail will be delivered to him/her

5.  If the guest is the room, the front office
personal intimate the guest about the mail
and if he/she permitted then a bell boy is
sent to deliver the mail and if it is a
registered mail take the signatures of the
guest in the mail log book.
 If the guest is not in his room, then place the
mail at the reception and leave a message for
the guest in his room to contact reception.

6.  If the guest has already checked out then
their respective Guest Registration Cards are
checked for their address and the mail
forwarding address left. With the address the
mail is sent to the guest.
 If not, then send the mail back to the sender.

7.  If the guest wants to send any personal
mails, the hotel provides the service of
collecting the mails from the guest room and
the charges for the service are added to the
guest account through a miscellaneous
charge voucher.

8. Official, Employees

9.  Official – Send to their respective Offices or
Departments like Accounts, Human Resource,
Front Office, Maintenance etc.
 Employee – Send to the employees itself in
case they are not available at the moment
then the mail sent to the time office and
place it in the mail rack.

10. Hotel
ABC
S.No. Date &
Time of
Receipt
Name of
Addresse
e
Type of
mail
Delivered
To
Signature Remarks
1 25/1/20
09
12:30pm
Mr.
Aditya
Garg
Registere
d
Time
Office
2 25/1/20
09
General
Manager
Ordinary GM
Office
3 25/1/20
09
Ms.
Suman
Tewari
Parcel Front
Desk

11. Hotel ABC
Miscellaneous Charge Voucher
Name of Guest___________ Room No.______
Date___________________ Account No.____
Explanation Charge
Rupees Paisa
Total
Signed By

13.  When there is a visitor or a telephone call for
a guest, the front desk should check whether
the guest is Resident / Future or Checked Out
guest.
 Resident Guest –
i. Check whether the guest is in the room
ii. If the guest is not in the room then check
for any instructions from the guest or any
location form

14.  If there are no instructions or location form
then take down the message on a message
slip. It is prepared in duplicate – the original
copy is kept in the message rack and the
duplicate copy is placed in a message slip
envelope and slipped through the door by a
bell boy.

15.  Checked Out Guest – If there is a visitor or a
call then the front office will give the
information as per the instructions left by the
guest.
 Future Guest – If there is a call for a future
guest the front office staff will take down the
message and place it in back office. On the
date of arrival of the guest it should be
stapled with the registration card.

16.  When guests are not satisfied with some services
and express their discontent to the employees
then their grievances are recorded as guest
complaints.
TYPES OF COMPLAINTS
1) Mechanical – Related to non functioning of
equipments in the room
2) Attitudinal – Related to staff.
3) Service Related – Related to services provided
4) Unusual - Complaints over which hotel has no
control

17.  Identifying Guest Complaint
All guest complaints needs attention. Guest relation is
responsible for identifying and reviewing guest complaints and
problems by keeping records in front desk log book and
evaluating guest comment cards or questionnaires. Front Office
staff may be equipped to handle such kinds of complaints
courteously and effectively.
 Handling Guest Complaint
Guest may be quiet angry. the front office personal should
understand the situation and politely listen the guest. Neither
argue with the guest nor makes false promises which exceeds
your authority. Be honest and tell them about possibilities. If the
problem cannot be solved, handover these complaints to your
supervisors or managers. Some guests never be satisfied so try
to develop an approach to dealing with such kind of guests.

18.  Follow-up Procedures
Management may use the front desk logbook to initiate
corrective action, verify that complaints have been resolved
and identifying recurring problems. This written records may
also enable management to contact the guest who are still
dissatisfied at checkout.
A letter from front office manager expressing regret about
the incident is sufficient to promote goodwill and
demonstrate concern guest satisfaction.

19. Reasons to Control the Keys:
 It prevents unauthorized access to the guest
rooms
 It ensures safety of the guest and belongings
 It prevents intrusion in the guest privacy
Incase of loss of Key:
 New key will only be issued after taking a
photo identity from the guest

20.  Wakeup call request is placed at the front
desk
 Wakeup call request is entered in the wakeup
call register and sent to telephone operator.
 Incase of any tea/coffee request it is sent to
room service by front desk.
 The telephone operator makes a telephone
call at a requested time to awaken the guest

21. BHAVVESH JOSHI
ASSISTANT PROFESSOR
BHIKAJI CAMA COLLEGE OF HOTEL MANAGEMENT
SWAMI VIVEKANAND SUBHARTI UNIVERSITY