1. 135 Transparency Masters START Chapter 5 Rooms Division

2. Front Office Reservations Communications Uniformed Services Housekeeping 136 Chapter 5 — Rooms Division Transparency 5.1-1

3. Sell guestrooms, register guests, and assign guestrooms. Process room reservations when the reservation department is unavailable. Coordinate guest services. Provide information about the hotel, surrounding community, and any attractions or events of interest to guests. Maintain accurate room status information. Maintain guest accounts and monitor credit limits. Produce guest account statements and complete proper financial settlement. 137 Transparency Masters Transparency 5.1-2

4. Toll-free telephone numbers Direct telephone lines Hotel sales representatives Travel agencies Property-to- property networks Postal delivery Telex and faxE-mailInternet Other communications services138 Chapter 5 — Rooms Division Transparency 5.1-3

5. Bell attendants Door attendants Valet parking attendants Transportation personnel Concierges 139 Transparency Masters Transparency 5.1-4

6. 140 Chapter 5 — Rooms Division Transparency 5.1-5

7. 141 Transparency Masters Transparency 5.2-1 Pre-Arrival Arrival Occupancy Departure

8. Guest name and billing information Intended method of payment Planned length of stay Any special needs or preferred room location Guest telephone numbers Guest signature142 Transparency 5.2-2

9. Smile when you talk.Speak clearly into the receiver.Use proper grammar and diction.Answer the phone within three rings. Tell the caller your name, your property’s name, and your department. Give the caller a friendly greeting.Give the caller your complete attention.Talk only to the person on the phone. Locate the person whom the guest seeks or take a message as appropriate. 143 Transparency Masters Transparency 5.3-1

10. Reservationists Bell attendants Front desk employees PBX operators Concierges 144 Chapter 5 — Rooms Division

11. AccessibleAdjacent Adjoining/ Connecting BalconyBusiness ClassDouble KingSuite Smoking/ Nonsmoking145 Transparency Masters Transparency 5.3-3

12.  Bus parking locations  Fire code restrictions  Valet and self-parking charges  Charges for cribs, rollaway beds, and other loaner items  Pet policy  Check-cashing policy  Guests who have confirmation letters at check-in, but no reservation  Guests who don’t have a credit card or driver’s license at check- in  Guests with non-guaranteed reservations who arrive after the cut-off time 146 Chapter 5 — Rooms Division Transparency 5.3-4

13. Area restaurants Night clubs Comedy clubs Movie theaters Theaters, symphonies, etc. Special events Other area attractions147 Transparency Masters Transparency 5.3-5

14.  Keep directions simple.  Give directions that take guests only through safe areas.  Talk slowly.  Spell street names and mention landmarks.  Use “left” and “right” instead of “north” and “south.”  Offer to repeat directions.  Provide a map if possible.  Never point when giving directions. 148 Chapter 5 — Rooms Division Transparency 5.3-6

15. 149 Transparency Masters Transparency 5.3-7

16. Keeping the front office apprised of how cleaning will affect guests. Reporting repair needs to engineering and filling out maintenance request forms. Cleaning banquet areas and filling linen orders quickly. Providing accurate information about property amenities to guests. 150 Chapter 5 — Rooms Division Transparency 5.4-1

17. Turning in the housekeeping key when leaving the property. Not loaning their housekeeping key to anyone. Keeping their key on a belt or around their waist or arm at all times. Reporting lost keys immediately to the executive housekeeper. 151 Transparency Masters Transparency 5.4-2

18. 152 Chapter 5 — Rooms Division Transparency 5.4-3

19.  Stains or dirt on carpets  Pets or signs of pets  Cigarette burns  Air conditioner stains  Vomit or other problems related to a sick guest  Wet, stained, or damaged mattresses, furniture, or walls  Missing furniture  Broken lint screens  Leaking valves on washing machines  Low water levels in washing machines 153 Transparency Masters Transparency 5.4-4

20. 154 Chapter 5 — Rooms Division Transparency 5.4-5

21.  Enthusiasm  Organization  Efficiency  Sense of Humor  Sensitivity  Stamina  Discretion  Warm and friendly personality 155 Transparency Masters Transparency 5.5-1

22. 156 Chapter 5 — Rooms Division Transparency 5.5-2

23. Supplying information about escort services Helping guests pull off practical jokes Placing bets through a bookie Discriminating against guests based on gender, age, race, religion, or disability Asking for special gifts or considerations from establishments that they recommend Going out to dinner/drink s with guests 157 Transparency Masters Transparency 5.5-3

24. Assisting guests as they make purchase selections Ringing transactions using a variety of payment methods Stocking and maintaining displays Protecting cash and merchandise from theft and loss Answering guest questions and providing information to guests 158 Chapter 5 — Rooms Division Transparency 5.5-4

25. Interacting with vendors and shipping personnel Resolving all or most guest complaintsPerforming opening and closing proceduresDevoting full attention to guests Exhibiting the highest level of honesty and integrity regarding care of merchandise, cash handling, and loss prevention 159 Transparency Masters Transparency 5.5-5

26. 160 Chapter 5 — Rooms Division Chapter 5 Transparency Answers Transparency 5.1-5 By helping the front desk to effectively monitor guestroom status Transparency 5.3-2 Reservationists tell guests about property safety features. Bell attendants to secure luggage, show guests how to use security devices in their rooms, practice good key control, and keep guestroom numbers and other personal information private. Front desk employees practice good key control and keep guestroom numbers private. PBX operators guard guestroom numbers from callers and oversee emergency efforts. Concierges help guests meet special security needs. Transparency 5.4-3 Wear gloves and safety goggles when using cleaning chemicals. Never mix two chemicals together. Clearly mark all spray bottles with proper labels. Do not change spray heads. If you need to water down a chemical, do it in the storage room or in the housekeeping department, not in public areas or guestrooms. Transparency 5.4-5 Main back-up storage areas Housekeeping department’s working storerooms Floor housekeeping closets Room attendants’ carts and caddies Public area carts and caddies Laundry room Transparency 5.5-2 Checking the concierge mailbox Setting up a buffet breakfast in the concierge-level lounge Running updates of arrival, special request, and concierge-level guest lists Preparing the daily count form for the kitchen staff Preparing welcome notes or cards to guests on the arrivals list Cleaning up the breakfast area Setting up a cocktail reception