Outline should include
- basic fees, policies, and rates (e.g., room rates, television services, technology access, room service fees, laundry fees, taxes)
- history of the location
- services the hotel offers
- attractions in the local area
- suggestions about travel in the area.
Process/Skill Questions:
Thinking
- What kind of information should front-desk employees give guests about fees and pricing?
- What kinds of questions should front-desk employees anticipate from guests?
- How might the history of a location be considered an amenity?
Communication
- How can front desk employees explain fees and pricing in writing?
- Why should front desk employees make every effort to offer a complete explanation of the charges guests may expect?
Leadership
- What role should leadership play in handling complaints from guests about charges?
- What kind of leadership training should be offered to employees at the front desk?
Management
- How can management ensure the accuracy of charges?
- What software is available to create accurate invoices for billing?