Developing a Hotel Service Management Handbook: SDM404 Project

This document is a comprehensive service management handbook designed for hotel operations. It outlines detailed rules and regulations for various departments, including reception, restaurants, cafes, bars, and housekeeping. The handbook emphasizes the importance of customer service, providing guidelines for greeting customers, handling transactions, and addressing service mishaps. It covers aspects like cleanliness, staff conduct, and the handling of customer issues. The justification section explains the rationale behind each rule, highlighting the impact of these guidelines on customer satisfaction and the overall success of the hotel. The document also includes a list of references to support the information provided. This resource is valuable for anyone looking to understand and implement effective service management practices in a hotel setting.

Running Head: SERVICE MANAGEMENT FOR HOTEL

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Customer Service Handbook
a) Reception
i) The approaching customer must be greeted as soon as they approach the
reception.
ii) Before providing any room to the customer, it must be verified that the room
being provided is clean and properly arranged to avoid any grievances.
iii) Every entry and exit must be recorded in the recorded in the internal software.
iv) The reception must contain all modes of transaction facility i.e. cash, credit and
debit card, quick response code scanning payment and mobile application based
payment option all the time.
v) Personal life problems of the staff must not affect the service quality to the
customer.
vi) Junior staff must be ready all the time to carry the luggage to their respective
rooms.

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WELCOME CARD ACCEPTED INFORMATION AND ACCESS
b) Restaurant
i) The food served to the customer must be hot all the time.
ii) Today’s special dish must be present every day and must be highlighted
separately on black board near the counter so that it captures the sight of every
customer.
iii) The items which are not available for the day must not be present in the menu
iv) Waiting period for the customer after ordering the food must be maximum 30
minutes after the order has been placed.
v) No staff must ask the customer for a tip after payment has been done.

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HOT FOOD TODAYS SPECIAL
c) Café
i) The customers must be greeted as soon as they approach the counter
ii) If there is a service mishap the service recovery process is to be followed
iii) Put up a smile when speaking to the customers.
iv) A professional and friendly tone must be used while speaking to the customers
v) The staff has to apologize whenever there is any inconvenience with the
customer
vi) Personal life problems of the staff must not affect the service of the customer.
vii) Waiting period of individual customers must be very low.
viii) Always thank the customer for his/her business.
ix) A special serving section must be enabled for the customers with disability
and the counter alignment must be low so that the customer can view the face
of the staff.

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APOLOGY SORRY
d) Bar
i) The customers must be greeted with a smile all the time as soon as they approach
the counter.
ii) The payment and transaction facility and the price of each products must be
transparent all the time so that no problem occurs at the time of payment.
iii) Four or Five bouncers must be present all the time to minimize the probability of
problems.
iv) During live performances, the staff must ensure that no customer can access the
stage.
NO ACCESS

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BAR MENU
e) House Keeping
i) The housekeepers must always have an extra key of each room on each floor
of the building.
ii) The housekeepers must keep the master key all the time.
iii) Close circuit camera on each floor must be in working condition all the time.
iv) After every exit of the customer from the room, the housekeeping staff must
use the machines to clean up the rooms.
v) The housekeeping staff must always go by the rules and any problem must be
informed to the supervisor to ensure proper service.
vi) Instinct of the housekeepers must never be used to solve any issues.
vii) If the customer is not present in the room during room service, the locker and
the wardrobe is not to be touched by any cleaning staff.
viii) Towels and Sanitary products must be changed from time to time to maintain
cleanliness.

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HOUSEKEEPING MASTER KEY
Justification for Rules and Regulations that are contained in the Handbook
The rules and regulations meant to be followed when working at the reception and as
listed in the Handbook are justified. Guests or customers must be greeted with a smile as this
will make them feel welcomed and wanted. They should not be kept waiting indefinitely for
their rooms to be cleaned before they can check in as this will add to their discomfort. Cash
and other transactions should be conducted as quickly as possible in order to make the
process of check in and check out as quick and efficient as possible. Personal problems of
staff members should not be communicated to guests as this will create a bad impression.
With regard to rules and regulations meant for implementation at the restaurant and
café, it is necessary for food to be served to the guests in a timely manner as keeping them
waiting for food will cause them discomfort and will inconvenience them. Personal problems
should not be communicated to guests as guests are here to enjoy their stay and not get
acquainted with the staff members. Bills should be cleared on time so that customers do not
have to be kept waiting for this, and care should be taken to ensure accounts are settled
properly are mistakes in this respect can keep guests from coming back to this place again.
The rules meant for the Bar are justified also as services here should always be provided
accurately and with the greatest degree of warmth. The presence of bouncers is necessary in
Bars to ensure that the security of the guests is not compromised.

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Rules concerning housekeeping are all justified too. Sanitation should be of the
utmost concern for the house keeping professionals and having an extra key in hand will
enable such service professionals to get the rooms cleaned when these are not occupied by
the guests, thus not causing the latter any inconvenience. The personal belongings of the
guests will not be touched as doing so will be perceived by theft on the part of guests.

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References
Benavides-Velasco, C. A., Quintana-García, C., & Marchante-Lara, M. (2014). Total quality
management, corporate social responsibility and performance in the hotel industry.
International Journal of Hospitality Management, 41, 77-87.
Dabholkar, P. A. (2015). How to improve perceived service quality by increasing customer
participation. In Proceedings of the 1990 academy of marketing science (AMS) annual
conference (pp. 483-487). Springer, Cham.
Dredge, D., Airey, D., & Gross, M. J. (Eds.). (2014). The Routledge handbook of tourism and
hospitality education. Routledge.
Gursoy, D., Uysal, M., Sirakaya-Turk, E., Ekinci, Y., & Baloglu, S. (2014). Handbook of
scales in tourism and hospitality research. CABi.
Hoque, K. (2013). Human resource management in the hotel industry: Strategy, innovation
and performance. Routledge.
Lashley, C. (Ed.). (2016). The Routledge handbook of hospitality studies. Taylor & Francis.
Lert Jr, J. G., Brouhard, J., & Bam, A. R. (2015). U.S. Patent No. 9,064,359. Washington,
DC: U.S. Patent and Trademark Office.
Mok, C., Sparks, B., & Kadampully, J. (2013). Service quality management in hospitality,
tourism, and leisure. Routledge.
Molina-Azorín, J. F., Tarí, J. J., Pereira-Moliner, J., Lopez-Gamero, M. D., & Pertusa-Ortega,
E. M. (2015). The effects of quality and environmental management on competitive
advantage: A mixed methods study in the hotel industry. Tourism Management, 50,
41-54.

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Sanghvi, A. J., Bice, S., McKinnon, C., Rajarajan, V., Jacobsen, J. K., & Schultz, K. S.
(2014). U.S. Patent No. 8,838,755. Washington, DC: U.S. Patent and Trademark
Office.