Hotel Management

4954 Words Mar 27th, 2016 20 Pages
REPORT ON FIVE STAR HOTEL HOUSE KEEPING
EXECUTIVE SUMMARY:
Pearl Continental Hotels (formerly InterContinental Hotels) and is recognized as the largest and oldest hotel company in Pakistan. Pearl Continental Hotels is the first Pakistani chain which has achieved excellent international standards of quality products and services. In recognition of its highstandard, the Pearl Continental Hotel, Karachi was conferred the prestigiousmembership of the "Leading Hotels of the World", an exclusive global organization of deluxe hotels established in 1928.Pearl Continental Hotels, beside in -house reservations network, are also linked withUtell International to have international exposure and overseas reservation network. Investment in people
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Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
3.Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
4.Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
5.Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
6.Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
7.Comply with attendance rules and be available to work on a regular basis.
8.Perform any other job related duties as assigned.
REQUIRED SKILLS AND

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