FRONTOFFICEWEEK2.pdf

Front Office Operations - Room Service - Banquets and Catering Week 2 Lesson - Kitchen Chapter 2: The heart of the operation in the 3...

Front Office Operations - Room Service - Banquets and Catering Week 2 Lesson - Kitchen Chapter 2: The heart of the operation in the 3. Administrative Division hotel - More concerned with administrative and office matters and it covers sub-units. FRONT OFFICE - is often described as the heart of the operation or the nerve center of the a. Human Resources Department hotel. It is the first point of contact for guests - Engineering or Facilities Maintenance and the last point of contact when they check - Accounting out. - Purchasing - Cost Control and Warehouse - Security Office Importance of Front Office Department: Traditional Front Office functions include FRONT OF THE HOUSE reservation, registration, room and rate assignment, guest services, room status, - They are at the frontline and situated in maintenance and settlement of the guest guest contact areas. Most of their account, auditing, and creation of guest history service personnel are directly dealing records. with guests that's why they are called "front liners". BACK OF THE HOUSE Hotel Organization: - Administrative Offices work behind the 3 Main Divisions scenes, meaning they are not in guest 1. The Rooms Division contact areas and most of their - Handles all matters of room personnel are not dealing with the guest. accommodation and maintenance. a. Housekeeping Department MAIN RESPONSIBILITIES OF - Guestroom Makeup and Maintenance RECEPTIONIST: - Public Area Maintenance - Linen and Laundry Service 1. Greet, register, and assign rooms to b. Front Office Department guests - Reception, Registration, and Guest 2. Create a good homey impression on Relations Assistance behalf of the hotel - Bell Service 3. Process guests' check-ins and outs - Telephone Exchange 4. Assist guests in storing valuables in a secure deposit box 5. Liaise with other departments of the hotel 2. Food and Beverage Division 6. Handle payments through cash, checks, - Handles all matters about room and credit cards accommodation and food preparation and service. a. Food Outlets - Restaurant - Bars TRAITS TO LOOK FOR A GOOD FRONT guests and customers, compliance to DESK OFFICER: service standards, etc. 1. Communication Skills 2. Appearance and Demeanor FUNCTIONS OF THE FRONT OFFICE 3. Flexibility DEPARTMENT: 4. Professional Skills 1. Accounting Procedure settlement of the guest bills ATTRIBUTES OF THE RECEPTIONIST accepting booking of hotel rooms settlement of bills at the time of 1. Pleasing personality check-out 2. Good personal relationship with people, 2. Effective Communication with guest good social skills 3. Good communication skills processing the guest reservation 4. Smart handling the guest reception 5. Morally upright fulfill the guest inquiry usage in the hotel such as internet facilities, safe deposit FOUR ATTRIBUTES OF A RECEPTIONIST check-in and check-out the guest WHILE INTERACTING WITH THE GUEST communication with other departments of the hotel etc. 1. Facial Expression maintaining the room status - Make eye contact with the guest. - Always smile. Three Main shifts in Front Office department: 2. Distance Speech and Gestures - Keep at least 2 feet distance from the Morning – day shift - (7.00 a.m. – 3.00 p.m.) guest. Day – evening shift - (3.00 p.m. – 11.00 p.m.) - Speak softly and clearly. - Avoid unnecessary hands and facial Night shift - (11.00 p.m. – 7.00 a.m.) gestures (mannerisms). 3. Keep good posture DUTIES OF FRONT OFFICE PERSONNEL - Stand straight - Weight balanced on both feet 1) Front Office Manager - Shoulder straight - Directly supervises all front office personnel and ensures proper 4. Hand Position completion of all front office duties. - Don't keep your hands in the pocket - directs and coordinates the activities of - Don't cross arms the front office department; - performs the function of a link between the management and front office PROFESSIONAL ETHICS FOR FRONT employees; OFFICE PERSONNEL: - responsible for hiring, training, supervising, and disciplinary all front 1. Physical Projection- appearance, desk, reservation, and guest services poise, posture, and body language staff members to maintain the desired 2. Verbal projection- quality of speech, standard of service; diplomacy, and tact in the words and - prepares the budget for the front office expression used, tone, volume, and department; nonverbal gesture - Evaluate the job performance of each 3. Conduct and behavior- practice of front-office employee basic courtesies, tolerance for difficult 2) Assistant Front Office Managers 6) NIGHT AUDITOR - Responsible for assisting the Front office - ensure that assets are secure through manager in his day-to-day operations appropriate control measures and that and taking charge when FOM is financial records meet all legal standards unavailable. for accuracy - Assisting the manager in organizing, - processes all incoming and outgoing planning, and implementing strategy calls; - Coordinating retail store operations - logs all wake-up calls on the system; - Ensuring store schedules and objectives - answers questions about the hotel’s are met by employees services and products; - takes messages and operates hotel 3) RECEPTIONIST paying system; - Registers guests, and maintains room - directs incoming calls to the desired availability information. extension; - greets the guest - provides paging services for guest and - handles special request employee - handles check-in and check-out; provides information to guest 7) Reservation Agent - assigns rooms and dispenses guest - Responsible for all reservations-related room keys tasks - handles guaranteed and non-guaranteed 4) Cashier reservations; - Maintains and settles guest folios, and - up sells accommodation; properly checks out guests. - prepares the expected arrival list and the - receives payment; expected departure list every day; - balances guest accounts; - prepares a guest folder and keeps the - open and maintain the guest folios emails and messages of guests with - records all credit charges in guest folios reservation documents; - prepares bills at the time of check-out; - Provide management information to - handles credits/debit/charge cards for another department the settlement of a guest account; - administers the safe deposit system; 8) Uniformed Service Agent (BELL - handles foreign currency ATTENDANTS) - Handles Guest Luggage, escorts Guests 5) Telephone Operator to their rooms, and assists guests for - Manages the Switchboard, answering any bit of information requested. questions in & out of the hotel and - Transport Guest Luggage to and from coordinates Wake-up Calls guest rooms. - processes all incoming and outgoing - Familiarize guests with the hotel’s calls facilities and services, safety features, as - logs all wake-up calls on the system; well as the guest room and in-room - answers questions about the hotel’s amenities. services and products - Provide a secure area for guests - takes messages and operates hotel requiring temporary luggage storage. paying system - Provide information on hotel services - directs incoming calls to the desired and facilities. extension - Escort guests to guest rooms. - provides paging services for guest and - Deliver mail, packages, messages, and employee special amenities to guest rooms. - Pick up and deliver guest laundry and dry cleaning. - Perform light housekeeping services in Ten Front Office to-do list: the lobby and entry areas. 1. Greeting customers - Help guests load and unload their 2. Creating a positive customer experience luggage in the absence of a door 3. Authentic customer service attendant. 4. Safety and security protocols - Help guests with special challenges or 5. Upselling products or services disabilities. 6. Empathy 7. Phone Etiquette 9) Concierge 8. Active listening - Responsible to assist guests by booking 9. Non-verbal cues tours, making theatre and restaurant 10. Dealing with difficult customers reservations, etc. - makes reservations for dining in famous restaurants; - arranges tours, limousines, and entertainment tickets; - maintains good relationships with hospitality industry; - acts as a personal helper to VIPs - obtains tickets for theatres, musicals, etc.; - provides the latest information on events 10) Door Attendant - responsible for greeting tenants, guests, and other building occupants as they enter the building. Those in this role typically work in apartment buildings, office buildings, or hotels - open the doors of guests’ vehicles on their arrival in the hotel portico; - helps bell boys in lifting luggage's; open the hotels’ entrance door for guests; - coordinates with parking attendants for parking guests’ vehicles in the hotels’ parking area