Front Office Skills Training

Questions and Answers

What are the different classifications of Fire Emergency codes mentioned in the content?

Code 2: Confirmed Fire/Actual Fire (correct)

Silenced the fire alarm by pressing the 'Alarm Silence' Button at the Fire Alarm Panel Board.

Code 1: Fire Alarm Raised/Activation (correct)

Code 3: Fire Out of Control/Full Evacuation (correct)

What should staff do if the Fire Alarm was not silenced?

Raise the alarm through handheld radio.

What is the specific emergency code for 'Guest injury/illness' mentioned in the content?

Code 14

Match the Emergency Codes with their descriptions:

Code 15 = Staff injury/illness Code 17 = Water Rescue Code 18 = Description to be matched Code 20 = Description to be matched Signup and view all the answers

Why is it important to get all the pertinent details of the guest?

Guest expects to be answered right away and be treated and accommodated well. This is important because we are representing Crimson Resort & Spa thus we need to create and put up the best impression to the callers. Signup and view all the answers

Why do we need to log the request of the guest?

All of the above Signup and view all the answers

Will it make any difference if we verify or review the details provided by the guest?

True Signup and view all the answers

What is the standard Crimson spiel in answering internal calls?

Greatmorning! Crimson Care Center, this is Mary, how may I be of service? Signup and view all the answers

Why is it important to ensure that the Golden Rules are visible to all the staff?

To boost the awareness of the staff of the Golden Rules. Signup and view all the answers

How can training the staff about the Golden Rules prior to their duty boost their awareness?

By ensuring that all staff know the basic set up and services to be provided to guests. Signup and view all the answers

Why is it important for staff to have their own copy of the Golden Rules?

To know the proper etiquette in dealing with guests and to ensure consistency in service. Signup and view all the answers

Why is it important to know the features of the PABX Console?

To handle all calls efficiently and effectively. Signup and view all the answers

Why is it important to confirm the accuracy of guest messages before processing them?

To ensure that all messages are processed correctly and delivered accurately. Signup and view all the answers

What is the importance of using access codes properly?

To enhance security measures in guest communications. Signup and view all the answers

What should a bellman do if the guest is not in the room upon delivery of a message?

Indicate a message sign to the guestroom. Signup and view all the answers

Why is this task important for you and our guests?

To minimize guest's inconvenience and adverse hospitality effect and to protect the resort property. Signup and view all the answers

Why is it important to make courtesy calls within 15 minutes after the guest checked in?

To ensure a quick corrective action and recovery and to offer additional assistance. Signup and view all the answers

Why is it important to log all guest concerns from the courtesy calls in a specific logbook?

To have a record of all guest concerns and follow-ups. Signup and view all the answers

Why is this task important for you and our guests?

To be able to communicate clearly to the employees and the guests. Signup and view all the answers

What is the importance of doing courtesy calls?

To ensure guest satisfaction and address any issues promptly. Signup and view all the answers

Why is this task important for you and our guests?

To save lives. Signup and view all the answers

Why is it necessary to know the details of a business call?

To handle the call properly and provide accurate information. Signup and view all the answers

What is Code 18?

Vehicular Accident. Signup and view all the answers

How to fill up the call slip form?

Completely fill up the form with all the details procured. Signup and view all the answers

What is Code 20?

Food borne illness. Signup and view all the answers

What details do you need to procure about a patient?

Name, Male/female, Adult/infant/todder, Nature of incident. Signup and view all the answers

Why is it important to determine the type of luggage storage needed?

To ensure proper handling and storage of the guest's luggage according to their requirements. Signup and view all the answers

How long could a luggage be kept for long-term storage?

For a longer duration as requested by the guest. Signup and view all the answers

What will happen if we miss one detail of the patient?

It may lead to adverse consequences for the patient. Signup and view all the answers

Why is it important to raise the correct emergency code?

To ensure prompt response to the emergency. Signup and view all the answers

Why is it important to monitor the status of the patient?

To provide timely and effective care. Signup and view all the answers

What is Code 4?

Bomb Threat. Signup and view all the answers

Why is it important to stay calm when dealing with a bomb threat?

To think clearly and respond appropriately. Signup and view all the answers

What tool do you use when talking with the caller?

Bomb threat checklist. Signup and view all the answers

Why is it important to raise the alarm immediately in case of a bomb threat?

To ensure prompt response and evacuate the area. Signup and view all the answers

Why is it important to log all relevant activities monitored?

To maintain a record of events and track progress. Signup and view all the answers

Why is this task important for you and our guests?

To make sure that all requested wakeup call or do not disturb will be serves to the guests. Signup and view all the answers

Why is it important to be attentive in getting the requests of the guest?

To provide high quality service standards. Signup and view all the answers

Why do we need to prepare the things needed if guest would like to have a wakeup call or DND?

To ensure prompt service and fulfill the guest's request. Signup and view all the answers

Why is it important to answer calls immediately?

To provide prompt response to guests' requests. Signup and view all the answers

What should be the tone of voice when answering calls?

Friendly. Signup and view all the answers

Why do we need a standard phraseology in answering calls?

To ensure consistency and professionalism in communication. Signup and view all the answers

Why is it important to get all the pertinent details of the guest?

To provide personalized service and fulfill their requests. Signup and view all the answers

Why is it highly discouraged to store perishable and high-value items?

To avoid spoilage or damage to the items. Signup and view all the answers

What is one of the guest expectations regarding storage for perishable items?

To be able to provide guests storage for perishable items Signup and view all the answers

Must perishable items be properly tagged and details recorded in a logbook?

True Signup and view all the answers

Guests must inform if the perishable item needs to be stored at room temperature, chilled, or _____?

frozen Signup and view all the answers

What is one of the tasks related to handling group check-in luggage?

Unload the luggage from the vehicle/bus Signup and view all the answers

What is one key reason for delivering guest luggage to the right room?

To ensure customer satisfaction and a positive guest experience. Signup and view all the answers

Can the user specify the name of the caller who made the booking on behalf of the staying guest?

Yes Signup and view all the answers

What field specifies information that points directly to the guest?

Caller Signup and view all the answers

Do the notes field directly pertain to the reservation itself?

Yes Signup and view all the answers

What field do you use for upsell or upgrade?

Room Type Signup and view all the answers

Is the room type the guest is staying in the one they necessarily pay for?

No Signup and view all the answers

Why is it important to ask for the claim stub?

To retrieve the correct keys by comparing serial numbers. Signup and view all the answers

Why is it important to let the guest check the vehicle upon retrieval?

To check for any damage and inform the guest of recorded damage. Signup and view all the answers

What is the complete address of the resort?

Providing the complete address of the property. Signup and view all the answers

What landmarks will help guests in locating the resort?

Nearby reputable establishments and landmarks. Signup and view all the answers

Can you name some nearby reputable restaurants?

Spa, Restaurant etc. Signup and view all the answers

What transportation options can guests take?

Asking the guest for their origin. Signup and view all the answers

Why is it important to know the HMS terminologies?

To have a comprehensive understanding of the system. Signup and view all the answers

Why is it necessary to completely fill up the mandatory field?

To ensure all necessary information is provided. Signup and view all the answers

Site some details that we need to procure in making a reservation.

Guest information, room type, check-in/out dates, special requests. Signup and view all the answers

Why is it important to ensure luggage delivery must be in the right room/guest?

To provide high quality service to guests by ensuring their luggage is delivered correctly. Signup and view all the answers

Why do we need to confirm any add on preference to guests?

To confirm any additional charges Signup and view all the answers

Guests expect that all vehicles will be properly secured by the concierge staff once parked. (True/False)

True Signup and view all the answers

What needs to be presented upon claiming the vehicle during valet parking? The guest must present the ______.

stub Signup and view all the answers

Match the transportation questions with their corresponding actions:

Ask guest what kind of transportation they needed = Verify guest if they need meter taxi or hotel transportation Ask guest their preferred destination = Know the specific address or location of the place they want to go Mode of payment = Cash or Room Charge for Hotel Cars, Cash basis only for Meter Taxi Signup and view all the answers

Study Notes

Golden Rules

The Golden Rules should be placed in areas visible to all concerned staff, printed, laminated, and placed at the Back Office.
Staff should know the latest version of the Golden Rules, which is updated in the Doc.matrix.
All staff must undergo training on the Golden Rules before going to their specific stations.

Front Office Standard Operating Procedure

The guest expectation is to provide guests with basic services that are essential to their overall experience.
Staff should know how to handle calls efficiently, including knowing the PABX Console and its features, originating local and outgoing calls, and picking up calls from other extension lines.

Handling Messages

Guest status must be checked prior to taking a message to ensure the guest is still in-house.
Messages should be read back to the caller to confirm accuracy and entered into the computer.
Messages should be delivered to the guestroom, and if the guest is not in, the bellman should take action.

Handling Emergencies: Fire

There are three fire alarm codes: Code 1 (Fire Alarm Raised/Activation), Code 2 (Confirmed Fire/Actual Fire), and Code 3 (Fire Out of Control/Full Evacuation).
In a Code 1 situation, the alarm should be silenced, and the area of the alarm should be determined and announced to all units.
For a Code 2, the alarm should be raised to Code 2 through handheld radio, and a text blast should be sent to the Crisis Management Team.
For a Code 3, the alarm should be raised to Code 3 through handheld radio, and the BFP should be called if the fire is uncontrollable.### Emergency Procedures
Send text blast to the Crisis Management Team in case of an emergency
Play the pre-recorded multi-lingual Fire Emergency Evacuation Advisory through the PA System
Log all activities and status monitored through handheld radio
Announce the ALL CLEAR status through handheld radio and send text blast to the Crisis Management Team when advised

Classification of Emergency Codes

Code 14: Guest injury/illness
Code 15: Staff injury/illness
Code 17: Water Rescue
Code 18: Vehicular Accident
Code 20: Foodborne illness

Handling Emergency Codes

Raise the correct emergency code by sending text blast to the Crisis Management Team
Monitor the status of the patient
Wait for advice to call hospital/ERUF
Send text blast to the Crisis Management Team for any updates on the patient's status

Bomb Threat

Consider all bomb threats as real and take necessary actions and precautions
Code 4: Bomb Threat
Remain calm when communicating with the caller
Ask questions to obtain details about the bomb threat
Use the bomb threat checklist as a guide when talking to the caller
Immediately notify concerned parties and announce the alarm through handheld radio
Log all relevant activities monitored

Wakeup Call and Do Not Disturb Requests

Answer telephone calls in 3 rings with a friendly tone of voice
Use standard phraseology when answering calls
Get all pertinent details of the guest, including room number, name, and time of wakeup call or DND request
Follow up with guests for wakeup calls
Log room number and details of the request
Verify or review details to ensure accuracy
Thank guests for calling and ask if they need any further assistance### Handling Internal and External Calls
Answer calls within 3 rings to meet guest expectations
Use the G.I.S.T. (Greet, Identify, Service/Offer Assistance) formula when answering calls
- Greet the caller with a warm and friendly tone
- Identify yourself and your department
- Offer service and assistance to the caller
Take down complete information from the caller and repeat it back to ensure accuracy
Recognize the voice of callers and use their names
Know how to spell the caller's name and whom you are talking to
Give your full attention to the caller and exude warmth, friendliness, and professionalism
Use a moderate tone of voice and speak slowly and clearly
Take down messages and repeat them back to the caller to ensure accuracy
Thank the caller for the business or information and let them hang up the phone first

Handling Returned Calls

Apologize for the "no answer" and offer alternatives to the caller
Offer to take a message or try another extension
Always offer further assistance to the caller

Providing a Warm Welcome to Newly Checked-in Guests

Call the guest within 15 minutes after check-in to ensure their satisfaction
Use the G.I.S.T. formula when calling the guest
Ask the guest if their accommodations are satisfactory
Log the courtesy call in the Courtesy Call Logbook
Respond courteously to any guest concerns or complaints
Make sure to deliver any guest requests and follow up

Handling Business Calls

Know the different types of business calls (local, NDD, IDD)
Know the details needed for each type of call (caller's name, department, extension line, etc.)
Connect the call by lifting the handset, receiving the dial tone, and pressing the "LINE" button
File the Call Slip completely with all the details procured
Forward the Call Slip to Finance for proper charging

Handling Luggage Storage Requests

Determine the type of storage (short-term or long-term)
Ask the guest how long they want their luggage stored
Detach the departure portion of the luggage tag and hand it over to the guest for short-term storage
Store the luggage carefully and segregate it from other luggage
Provide long storage tags for each luggage to be stored
Store the luggage in a secure area
Know how long luggage can be stored for long-term storage

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Description

This quiz is based on the standard operating procedure for front office staff, focusing on golden rules and guest expectations. It covers the essential services required to provide a great overall experience.