Title: Outline fees, policies, amenities, and rates.
Course: Hospitality, Recreation, and Tourism II (16999-II) > Section: Fulfilling the Responsibilities of the Rooms Division and Lodging Facilities Operations

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?