Sustainable and Environmental Quality Standards for Hotels and Restaurants

Part two: Quality management for hotel accommodation

Frank Höchsmann

• Publisher: Books on Demand
• Year: 2022
• Print ISBN: 9783755713685
• eBook ISBN: 9783756252015
• Edition: 1
• Topic: Business
• Subtopic: Business General
• Index: Business

The hotel and tourism industry is changing worldwide and is experiencing stormy times right now. On the one hand, we are dealing with the coronavirus pandemic, on the other hand with the digitalization wave and changes in tourist and guest wishes. We have taken on these great challenges and present you with sustainable and environmentally friendly quality standards for hotels and restaurants. We have divided the quality standards into three reference books to make them handier.The first part (book) contains quality standards for the management, the second part covers quality standards for the hotel area and the third part the ones for the restaurant area.This part contains the quality standards for the hotel accommodation: reception and reservations, housekeeping, and maintenance as well as spa and wellness.By implementing sustainable and environmental quality standards, energy and water consumption is demonstrably reduced. On the other hand, the efficiency and motivation of the employees increases.

1. Quality standards reception and reservation

1.1.Work instruction: Guest service in the reception area

• First contact: The guest's first contact with our establishment is crucial and cannot be unmade. All employees are aware of this. However, this first contact can take place directly or indirectly.
• Our future guest receives initial information about our hotel through advertising material (catalogues, flyers, brochures), telephone information, websites, recommendations (friends, acquaintances, family), information in the travel agency or tourist information and tour operators. All employees are encouraged to make suggestions for improvement.
• Reservation/booking: Reservations and bookings are managed by our reservation and/or reception department. Reservation forms are filled in correctly and written confirmation is offered.
• Arrival: All staff in the accommodation department are instructed to ensure that the guest's arrival works smoothly. This includes the correct greeting, assistance with luggage, information about parking and guidance to the reception.
• Check-in/reception: Our check-in runs smoothly and professionally. All employees from this area were instructed by training on the work instructions to act guest oriented. A quick check-in (all information about the guest is known and the registration form is already filled in) takes between one and three minutes. A normal check-in (some data still must be asked for and the registration form has to be filled in) takes between three and six minutes. A group check-in takes between six and nine minutes.
• Guest room: We accompany our guests to the room. Here we give the guest valuable instructions about the room equipment and safety. The services of our hotel are listed again.
• Hotel stay: During the hotel stay the guest is treated courteously.
• Check-out / Departure: In preparation to the planned departure, the bill is prepared and finalised at departure. We pay particular attention to the "extras" (minibar, restaurant, bar, dry cleaning, telephone charges etc.) which are often forgotten.
• We help our guest with his luggage. If our guest has not yet filled in the guest questionnaire, we ask him to do so now.
• The check-out times are identical to the check-in times.
• Follow-up: Depending on the type of action, the follow-up is managed by the back office, the reception or reservation department or by the sales department.

Taken notice: (for all employees with guest contact).

Signature: Date:

1.2. Workflow: Reception & Reservation

Workflow	Work instruction
1. Room reservation
1.1 Room disposition	Based on the available rooms, room plan, rotation of the rooms, upcoming repairs, wishes of the guests, etc
1.2 Guest correspondence	Reply to emails immediately, give intermediate reply, first in first out, 24-hour principle, same day reply etc.
1.3 Pricing policy	Price reduction in consultation with the management, otherwise in justified cases up to 20%, corporate clients and tour operators. get up to 20%
1.4 Forecasting procedures	Based on the reservation lists, internal statistics, regional activities, holidays, % rates of spontaneous bookers etc.
1.5 Cancellations	Recourse, goodwill, policy of the house, difference between regular and other guests, billing etc.
1.6. Duration of stay	Check duration already at reservation, otherwise at check in, check it periodically, check guest's creditworthiness (with discretion) etc.
2. ‘Guest arrival
2.1 Guest reception	See service quality from the guest's point of view or check-in-times etc.
2.2 Guest register	Entry in the register, comparison with existing entries, verification etc.
2.3 Sales technique	"Presidential Suite - Student Room" Sale of additional services of the hotel
2.4 Room assignment	Based on the reservation, Disposition, potential changes due to the guest or situational.
2.5 Guest information	Providing of information about the hotel, restaurant, region etc.
2.6 Coordination with the housekeeping department	Special req...

Table of contents

• Foreword
• Table of Contents
• Notice
• 1. Quality standards reception and reservation
• 2. Quality standards for housekeeping
• 3. Quality standards for technical services
• 4. Quality standards Beauty and Wellness
• Insight and outlook
• The Author Frank Höchsmann
• Published reference books
• Seminars, Webinars, Online Courses
• Further information
• Last but not least, a request
• Copyright