Pdfcookie hotel case jehe hy study Human Resources PDF

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Hotel case study about hr the game Human Resources management for tourism...

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THE HOTEL PARIS CASE STUDY Answer 1: FOUR IMPORTANT EMPLOYEE BEHAVIORS Important employee behaviors include: 1. The ability to project positive attitude and put the customer’s needs first, even if the customer is curt.

2. Showing tact and discretion in responding to personal requests from a hotel guest.

3. Being able to handle multiple priorities without getting “flustered”.

4. Being aware of the reactions of others and responding to those reactions in an appropriate way.

5. The ability to resolve billing issues with discretion and a positive demeanor

Answer 2: JOB DESCRIPTION FOR A HOTEL PARIS FRONT DESK CLERK

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Greet, register, and assign rooms to guests of hotels or motels.

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Verify customers' credit, and establish how the customer will pay for the accommodation.

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Keep records of room availability and guests'

accounts, manually or using computers.

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Compute bills, collect payments, and make change for guests.

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Perform simple bookkeeping activities, such as balancing cash accounts.

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Review accounts and charges with guests during the check out process.

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Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.

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Transmit and receive messages, using telephones or telephone switchboards.

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Contact housekeeping or maintenance staff when guests report problems.

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Make and confirm reservations.

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Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining,

entertainment, and travel directions.

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Record guest comments or complaints, referring customers to managers as necessary.

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Advise housekeeping staff when rooms have been vacated and are ready for cleaning.

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Arrange tours, taxis, or restaurant reservations for customers.

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Deposit guests' valuables in hotel safes or safedeposit boxes.

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Date-stamp, sort, and rack incoming mail and messages....