BEYOND THE BRICK AND MORTAR: HOTEL EMPLOYEES

The first hotel I worked in was big, at least by Ghanaian standards; 166 rooms. It housed not only the guestrooms but eating places, formal and informal; a  bar, entertainment and leisure facilities, two retail shops, a bank, hairdressing salon & barber shop, a desk each for car rentals and a travel agency. There were banqueting and conference facilities as well. As far as I was concerned then, it was a world within a world, because everything a guest wanted was within reach. I was a front desk clerk/ a hotel receptionist.

It was not long before I entered into the world of the Hiltons, Sheratons, Marriott’s, and many others. I was ‘wowed’ by their sheer size, the number of rooms; the varied facilities under one roof, the glamour on display and the details! 

What I imagined to be a world within a world in Ghana became like a drop in a bucket. Today the largest hotels in the world have between 4,219 rooms (Ambassador City Jomtien (Thailand), and 7,351 rooms Genting Highlands, Pahang, Malaysia. Can you imagine the size of their workforce? And how they are managed?

Without personnel, hotels are simply huge structures of mere brick and mortar. Like any organization however, their success or failure depend upon their employees.

As a prelude to hosting a colleague professional whose area of specialization is human resources, I thought I should provide my readers some basic information by which we could all base our judgments when we begin objective assessments of ourselves. Nothing is more dangerous than being faced with a problem or difficulty and ignoring it. So let us take the bull by the horn!

People holding positions in the hotel industry may broadly be divided into categories; unskilled, semi-skilled and skilled and managerial. Men dominate managerial positions (not that this really matters but it may serve as crucial information later). Shift work and long hours seem to be a norm. In Ghana, there also seems to be a wide disparity in working conditions (including pay) between employees of privately owned and operated Ghanaian hotels and those owned and managed by international groups. It must be noted also that by GTA(Ghana Tourism Authority) statistics about a whooping 70% of licensed formal accommodation establishments are budget hotels and only approximately 24% are star-rated while the remaining 6% are operating as guest houses.

It is obvious that employees are hired to carry out specific tasks culminating as ‘jobs’. The personnel’s continuous stay on the job depends on performance, all things being equal.

Employee performance generally has to do with the application of effective effort. In the first place employees must be putting the right amount of effort into their work. This effort will be ineffective if the employee does not have the skills and abilities to carry out the tasks assigned to the standard required; the right personnel. Having right personnel is JUST part of the whole equation to performance!

If the job has not been correctly designed to be efficient or the standards expected have not been communicated, time, energy and consumables are wasted. There is need to determine tasks with their standards; the right job. 

A right atmosphere is required to support personnel and to avoid conflict. Employees must be scheduled to cope with the peaks and lows of demand; the right place at the right time.

Performance then, is the right person applying the right effort to the right job in the right atmosphere in the right place at the right time.

In discussing personnel issues among hotel owners and managers, ‘performance’ seems to be a concern however words I hear seem to be in discord with actions observed.

You can be the difference!

COMING IN NOVEMBER 2017

HOSTING A HUMAN RESOURCE 

PROFESSIONAL IN THE HOTEL INDUSTRY

ON THIS PLATFORM

THE HOTEL FRONT DESK: A SLIPPERY WORK ENVIRONMENT?

The hotel front desk is unlike front desks of many businesses normally referred to as the reception desk. Regardless of the class or type of the hotel, the front desk is the most visible and the focal point of a hotel’s activity. It is the communication center of the hotel with a great amount of guest contact. 

The functions of the hotel front desk include the sale of hotel rooms, guest registration and room assignments; the handling of guest requests, maintenance of guest accounts, cashiering and providing information. The financial tasks usually handled by front desk personnel include receiving cash payments, handling guest folios, verifying cheques, handling foreign currency and credit cards.

During my time at the front desk, hotels in Ghana could generally be considered to be 'manual.'  The front desk had a metal file system that consisted of pockets to hold rooming and reservations slips, called the room rack. It is from this system that the term 'rack rate', the undiscounted price a hotel will charge for a room, is derived. 

Many mid-sized and small hotel operations in Ghana are still largely manual. Few are semi-automated and unsophisticated with very little controls, considering the computerization and other technological updates in the hotel world today. The consequences are leakages in hotel revenues.

When I first entered the hotel industry as a front desk clerk, my immediate supervisor said to me, ‘in this business there is plenty of money, plenty of males and plenty of food and drinks…’ 

I in turn, have over the years, amended  this warning to: ‘there is plenty of money, plenty of females and males and plenty of food and drinks.’ The temptations to ‘borrow’ money or give in to the lust of the flesh and the lust of the eyes are strong. 

My supervisor was cautioning a then naïve young lady to be self disciplined and to uphold good morals. I am glad he did; for it is easy to get caught up in the schemes of unsuspected guests, even coworkers or even loose guard of one's own values if those values are not deep rooted.

As a manager in the industry, I have met a few front desk personnel get themselves into trouble when they genuinely went out of their way to help or offer services requested for by guests; failure to follow procedures. Alas, there are too many stories, however, about theft and practices of fraud front desk personnel get themselves entangled in:

A potential guest walks in, requesting for a room. He claims he cannot afford the full rate of the room so the front desk personnel, whether or not empowered, agrees to slash the room rate and fails to formally register the guest. The guest comes in at a particular time of the day,and is expected to leave by a specific time least this scheme be discovered. Obviously, the money paid is not accounted for. Somehow, personnel find ways to ensure the room looks clean. Should the room be partially accounted for, be sure there will be no receipt to cover the transaction. 
Front office personnel write paid outs to guests even there has been no transaction. This may never be discovered as this process involves withdrawal of cash from the front office float staff. 
Services intended to be complimentary are charged to guests who may not be in-house without accounting for it. 

When it comes to credit card fraud, a number of our small hotels seem to be immune to it since most of them do not accept credit cards.However personnel have ways of making money off hotels which operate forex bureau.

Inaccuracies in records may also lead to fraud. This may be prevalent in manual and semi-automated front offices where personnel post wrong charges to guest folios and the same individual does the night auditing function. Sometimes non-resident guests may make cash payments on outstanding account balances by cash and these are sometimes not accounted for.

These practices are heart breaking since the front desk position is one of  many positions in hotels where personnel can easily climb up to become hotel managers.

My research seems to suggest that eliminating employee theft entirely is almost impossible. The problem of employee theft in hotels is an age-old problem, they say. Hotels, by nature, present numerous opportunities for employee theft, from guests and the house. No employer hires an employee thinking that the employee is someday going to steal.   

Perhaps an orientation addressing the above and educating personnel on developing their career goals in this industry may serve as caution signage from slipping.

UNPREPAREDNESS OF HOTEL FRONT DESK PERSONNEL

No-one works at a hotel front desk unprepared, right? Right! (and I hope you are agreeing with me).

Indeed, hotels pride themselves on the level of interaction they provide at the front desk. It is one of the few service components they lean on to differentiate themselves from their competitors.

The front desk serves as the hub of a hotel’s operation. This is the area from which guests register and depart, where the current occupancy status of the hotel is maintained, where inquiries are answered and requests for services are dispatched, and for many hotels in Ghana, it may be the only department that is staffed 24 hours each day.

A good orientation of front desk personnel involves drilling into them the invaluable worth of service they provide. Preparations towards taking a position at the front desk are therefore quite intensive in most hotels irrespective of size or standard. Personnel are given a variety of technical skills including operating telephone systems, handling operational software, printers, copy machines, fax machines and other equipment.

Personnel are also prepared to handle common challenges they are likely to encounter with guests.

For instance guests with reservations expect rooms to be ready when they walk in. Arriving guests tend to forget that departure guests check-out at 12 pm and some really ‘take it on’ the front desk personnel who cannot find them a clean room to check-in at 12 pm.  

Room status discrepancies (that is, when the cleaning status of a room for the front office is recorded differently by the housekeeping) and reservations are also common problems which serious hotel managers have developed systems to resolve. Generally, personnel have also been readied for ‘self inflicted’ incidences like overbooking (usually created by the hotel). 

Front desk personnel must have the requisite skills and qualities to maintain an efficient, well organized reception desk. They must keep track of details and procedures, keep accurate records, and maintain files that are easy to access and understand. They are also expected to keep the front desk free of clutter so their work space presents a professional appearance to guests and co-workers.

Communication is critical for front desk personnel. Strong interpersonal skills, problem solving and staying calm under pressure are a few of the soft skills expected of them.

Personnel are often trained to endure the anger of guests, ‘it’s part of the job,’ they are told.

When it comes to unexpected incidences, one wonders if management understands the challenges their front desk personnel face. Are personnel empowered to deal with the unexpected?

EXPECT THE UNEXPECTED

It was a time of intense danger. The streets were being patrolled by ECOMOG troops. One observation I had made in this West African country was the high walls which enclosed their hotels.

That particular day, about mid morning, there was continuous banging of the high iron gate. It was a small group of soldiers. They were allowed inside the hotel. With angry demeanor, they demanded the front desk personnel to ‘produce a guest’ whom they claimed was taking pictures of them from a balcony of the hotel. 

More recently as a guest in a small hotel outside of Accra  and here in Ghana, the telephone in my room rang at an odd time, about midnight. It was the manager on duty asking me to assist, knowing who I was. The issue? A team from the national security task force had arrived at the hotel insisting that a guest ‘be produced.’

  

What is disturbing is that usually such demands come with threats; ‘if you don’t, we…’, and they are not ready to be questioned.

Their threat was no different from the experience I encountered at the West African country  I narrated above; which was that they would apply force to open guestrooms to look for their culprit.

SEXUAL HARASSMENT

Some well-respected guests sometimes make remarks, suggestions and gestures which may too well be labeled as sexual harassment. Persisting guests go to the extreme of offering money which may easily entice female personnel.

Managers tell the personnel, ‘Just say no’, tell him ‘you’re not interested’, tell him ‘you don’t date guests’, tell him ‘it’s against policy’; make it clear and make it simple. But it’s not that simple, is it?

True, some men quickly back down and apologize. Others are persistent and start upping the price, ‘Well what about $50. . .No. Okay 100 . . . What do you mean no. . . . Okay I will go up to 150.’ 

‘Mr. Persistent’ stays up at the front desk sometimes for hours. 

There are no video tapes or manuals of how to deal with sexual harassment from such guests; at least none that I have ever seen or heard of. 

There are managers and employers who 'come down' on victims (female personnel in particular) for being ‘rude’ to guests. Do these managers and employers care? Indeed, in Ghana, is this an issue?

INFORMATION HUB CHALLENGES

Although it has been many years, I still clearly recall the day I said, ‘I don’t know,’ to an inquiry made at the front desk.

It was at Continental Hotel, now Golden Tulip, Accra.  After efficiently checking in two groups of airline crew, a few of the crew members came down asking questions about a film and where it was being shown. I did not know, so I said the obvious, ‘I don’t know’. The response I received made me want the ground to open up and swallow me! I did learn a lesson I was not taught in the classroom.

Thankfully today we have goggle map and various means to access information. No front office staff should have an excuse for not providing accurate information. Indeed, today’s guests have also become self-informed, but there are times when one really wants and needs some local insider's information and that is where front desk personnel miss it.

HANDLING PHYSICALLY CHALLENGED GUESTS

For some guests, the trip from the hotel front door to the front desk is sometimes a major inconvenience, and this really rests solely on operators to alleviate. 

Welcoming guests with disabilities is sometimes a huge challenge for front desk personnel particularly where front desks have not been made disability friendly. A guest may come in a wheelchair or needing some special attention. Personnel are usually not ready.

CRITICAL OTHER
What happens if a guest faints when being checked in?
I was shocked at the panic that broke out and the mishandling of a guest who blacked-out at a hotel front desk.

I asked myself how many front office personnel have any training in first aid.

As I ponder over all of the above, a basic challenge I have found out recently is the unwillingness of personnel to be trained.