Hospitality
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Case studies
You are working on the bell desk in your
hotel one evening. A guest calls to ask if you can
recommend and book a half-day tour for the following day.
They would also like your advice on local shopping. The
guest is about to go out so they would like you to leave a
note confirming the details. This guest also mentions that
they need some photocopying done and a fax sent to their
office. They will leave these documents with you on their
way out. Right now you have a family group arrive. You need
to welcome them to the hotel, take their luggage and
deliver it to their rooms. Show how you would provide high
quality service to these customers.
The luggage room system is bit haphazard. Write down some ideas for the storage of luggage and for handling group luggage on arrival and departure. Photocopy your suggestions for discussion with your colleagues. Complete a special section on safety and security issues.
Welcome a guest to your establishment, handle their luggage and escort them to their room. Outline establishment facilities, room features and local activities.
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