Manual De Procedimientos

Quinta Rio

Hotel Boutique






Manual de Procedimientos de Recepción










Indice
Introduction

This guide was developed as an instructional tool for participants in training courses offered by Hotel Quinta Rio. The training courses themselves, this guide and any sample forms that might be included are intended to serve as general advice and resources about selectedtopics, with the expectation that participants will use and adapt elements that the believe are appropriate for the particular hotel that they are responsible for operating and for their particular business circumstances. This guide is not designed to provide complete, specific information and instructions on all topics. It may refer to requirements contained in the Standards Manual and the licenseagreement, but no licensee is required to abide by any other terms of this training guide.






Objective

The purpose of this manual is to present the procedures of receiving from and interact with the client to the internal management of the reception, to achieve this the Guest Satisfaction Tracking System.

By the end of this session you will be able to:
• List the fourpurposes of GSTS
• List the four categories of GSTS questions.
• List three resources you have to help identify solutions for GSTS variances (negative of positive)
• List the four steps for resolution of any GSTS surveys that are “guest at risk”


Purposes of GSTS
• Measure Product/Service Quality at the hotel level
• Measure Hotels for Awards Purposes
•Determine when hotel is inspected by Quality Department
• Give individual guest feedback for your hotel

Categories of GSTS
• Product
• Service
• Value
• Information


Resources to identify GSTS issues and resolution
• Weekly response Report
• GSTS Diagnostic Report
• Workshops
• Staff
• Guest


Guest at Risk Resolution• Contact guest via phone.
• Complete “At Risk” form
• Send letter
• Implement new service standard if needed.


Hotel overview

Quinta Río was built at the end of the 17th Century in the zone called “El Otro Bando” (the other side). The zone was represented by the poor, those who were nothing for the big city, where there weren’t services of any kind; itwas right there where Casa del Faldón was built. Actually, the legend of this house tells that, in the 17th Century, a Spanish alderman was sent there as a punishment. The alderman ordered to build a splendid house in front of the church, where he lived until he died, which was named “La Casa del Faldón”. It’s in this magical zone, where the Quinta was restored in 2010, on the occasion of theMexican Bicentenary, and adapted to be a luxury Boutique Hotel.

At the Quinta Río Boutique Hotel, in Querétaro, Querétaro, Mexico, you will find a place for real pleasure. Here you will experience the combination of a classical colonial atmosphere and the modern amenities, thanks to the excellent attention of the personnel and the convenient services that will make your stay in this colonial cityan unforgettable experience.

Whether on business or pleasure trips, the colonial essence of Querétaro is perfectly mixed with the modernity of Quinta Río Boutique Hotel, where you will enjoy a comfortable stay in the coolness of its beautiful pool, its convenient business area and beautiful terraces, where you can relax.
LEGAL FRAMEWORK

Hotel policies 

Warranty Policies: Werequire a credit card to guarantee Reservation no.
Check In Time: 3:00 pm a Â Check Out Time: 12:00 pm

Canceling Policies: You may cancel your Stay up to 7 days before the agreed start date without charge. If you decide to cancel after © s of these 7 days will take a charge for the cost of the first night of your room or 50% of total nights of stay at regular price. If your stay is for more than 4 days...