Crimson Resort & Spa FO Skills Training Manual (PDF)

FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________ SKILLS TRAINING MANUAL Front Office...

FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________ SKILLS TRAINING MANUAL Front Office JOB 1 V001 JUNE 2018 _____________________________________________________________________________________ 1 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________ Policy: To standardize the training for FO Service per job function. Purpose: To provide proper guidance for all properties in training the FO team members. _____________________________________________________________________________________ 2 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE ROOM CATEGORIES TRAINING DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: That room features will be explained accurately TIME TO TRAIN: 15 minutes Why is this task important for you and our guests? Answers: 1- All staff will learn room features and each category’s unique set up. 2- This will help staff block/assign rooms efficiently. 3- This will help staff sell/upsell rooms more confidently. ______________________________________________________________________________________________________________________ 3 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Be familiar with Room  Determine the room categories  Why is it important to know Categories available the number of room  Determine the room types available categories available? per room category  Why is it important to e.g. Deluxe Room (Room Category) know the bed configuration of each room category? Deluxe Twin (Room Type) Deluxe King (Room Type) 2. Be familiar with the layout During the showroom with the FOM  What is the advantage of  Get familiar with the floor plan (for knowing the location of the safety and security while knowing the room? best views at the same time)  How will it help if you know  Get familiar with the room layout the amenities and the setup (positioning of areas such as of each room category? bathroom, writing desk, bed area, etc.)  Why is it important to be  Be familiar with the dimensions of familiar with the floor plan each room. and room location?  Be familiar with the standard set up and amenities in each room category (available in Housekeeping).  Be familiar with room features e.g. connecting, smoking/non- smoking, PWD, etc. ______________________________________________________________________________________________________________________ 4 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ 3. Be familiar with room  Be familiar to room inventory for each  How will it help you sell or inventory category and type (per floor) upsell if you know the room e.g. inventory? 100 Deluxe Room (10 rooms per floor) 50 Deluxe King (5 rooms per floor) 50 Deluxe Twin (5 rooms per floor) 4. Be familiar with room series  Memorize room series for quick check  Will it help you to block in process faster and more efficient if E.g. you are well versed with All rooms ending in 8 are Deluxe King room series? All rooms ending in 1 are Deluxe Twin Give the trainee a copy of room configuration that shows room categories/types per floor (with actual presentation of room numbers). There should be one section detailing the dimensions and inventory per room category/room type. Room codes must also be provided e.g. DK = Deluxe King ______________________________________________________________________________________________________________________ 5 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE HOTEL PRODUCTS AND SERVICES DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: Accurate information and maximum comfort TIME TO TRAIN: 20 minutes Why is this task important for you and our guests? Answers: 1. To ensure that all staff will be equipped with basic information. 2. To ensure that guests will get accurate information in a detailed manner. 3. This will help staff to determine and offer services that will suit each guest. ______________________________________________________________________________________________________________________ 6 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Know basic hotel  Hotel address  Where can you find this information  Telephone number (Main trunk line) information? (hotel card)  Website  Why is it important that guests need to know the location and  Email address contact details of the hotel?  Landmark nearest to the hotel 2. Know the hotel products  Room rates and promotions  What do we gain from knowing - All rate sets must be given to the products being offered by attendees the hotel?  Room features/categories  Why is it important to know the different room feature?  Dining options  Why is it important to know the  Items at souvenir shops hotels promotions and hotel  Memberships (loyalty, gym, Crimson updates? Posh, etc.)  Banquet/Catering Services/Function Rooms  All promotions 3. Know hotel services  Laundry (washing, pressing, dry  Why is it important that all staff cleaning, express service, etc.) should know all the services  Know delivery time (depending on available in the resort? pick up time)  Know conditions for express service  In room service  Telephone Services (IDD, NDD, Mobile ______________________________________________________________________________________________________________________ 7 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ Voicemail, etc.) and rates  Do we have a business center?  Business Center (Secretarial, Printing, How can you assist guest in need Photocopying, etc.) of the above services?  Transportation (T/in, T/out, Car hire,  What are the different etc.) transportation service available  Travel and tours (Guided tours, tickets, in the resort? VISA processing, etc.)  Why is it important to be well-  Concierge Services (Valet, Luggage versed in different hotel storage) services?  Gym/Fitness (Personal Trainer, Body  What are the operating hours Assessment, etc.) and services offered at Aum Spa?  Spa (Massage types, packages, facilities,  etc.)  Salon (Haircut, nail treatment/spa, packages, etc.)  Express check out  Foreign Exchange  Know accepted currencies  Operation hours Now ask the trainee to introduce one product/service and see how the group will react. Give staff a complete and updated/latest hotel services matrix with rates. ______________________________________________________________________________________________________________________ 8 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE HOTEL FACILITIES AND AMENITIES FAMILIARIZATION DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: Accurate information and maximum comfort TIME TO TRAIN: 15 minutes Why is this task important for you and our guests? Answers: 1. To give guests a good impression of what a hotel can offer. 2. To ensure that guests will get accurate information in a detailed manner. 3. This will help staff to determine and offer services that will suit each guest. STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Be familiar with  Toiletries (items, size, brand – for VIP, setup)  Why is it important to Room  Linens and bed accessories (thread count, kinds of pillow, know room features and runners, bed sheets, towels, etc.) amenities?  Pillow menu (types)  Collaterals and correspondences  Compendium or Guest Services Directory ______________________________________________________________________________________________________________________ 9 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________  Appliances (bedroom, bathroom, living room, closet and kitchen)  What are the appliances  Minibar (available items and prices) available inside the room?  PWD (inventory and location)  How many PWD rooms  Connecting (inventory and location) does the resort have?  Voice Mail  What are the specific  Safe Deposit box (location and capacity - room and at the room no’s of all PWD lobby) rooms?  Cable channels (service provider and available foreign  Where can the guest find channels) the evacuation plan inside the room?  Room Safety Features (Sprinkler, Smoke Detectors, Automatic Door Lockset, etc.)  WiFi Access (speed, login process and number of access) 2. Be familiar with  Restaurants (seating capacity, location, operation hours,  Enumerate the different dining options theme) function rooms that we  Bars (location and operation hours) have  Function Rooms (name and location)  What are the different  Lounge (Breakfast and cocktail hours, capacity, location) restaurants/ bars available in the resort?  What are the timings? 3. Know hotel  Fitness Center (know the basic available machines)  Do we have a business facilities in the  Swimming pool (depth, operation hours, location, center? public areas kiddie/adult, changing facilities, shower area, locker)  What are the operating ______________________________________________________________________________________________________________________ 10 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________  Crimzone (location, operation hours, game consoles hours of each facility/ available, schedule of kiddie activities, toys) amenities?  Parking (location, operation hours, rates, validation process, privileges and terms and conditions) Now ask the trainee to introduce one facility/amenity and see how the group will react. ______________________________________________________________________________________________________________________ 11 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE CRIMSON TERMS AND JARGONS DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: Safe and comfort thru effective and calm communication TIME TO TRAIN: 30 minutes Why is this task important for you and our guests? Answers: 1. To effectively communicate with the team during emergencies without alarming guests. 2. To ensure that all team members will be able to communicate even in the presence of the guests. ______________________________________________________________________________________________________________________ 12 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Know when  Jargons and hotel terminologies must not be used  What is a Jargon? to use when conversing with guests to avoid confusion and  Why is it important to know misunderstanding. the appropriate time to use e.g. NETT, ++ (Plus plus), RAB (Roll away bed), BFST, Jargons? (breakfast)  Why is it important to be  You must speak in a low tone of voice or discreetly familiar with all the hotel terms whenever you are talking to a colleague even if guests (Jargons)? cannot understand the hotel terms/jargons.  Next steps are the areas where codes and terminologies are usually used. 2. Phonetic  The widely used phonetic alphabet is the  What is the importance of using Alphabet International Radiotelephony Spelling Alphabet or the correct phonetic alphabet? also known as ICAO Phonetic Alphabet.  Why is it beneficial to both guest - The trainer will give a list to all the and staff to use phonetic in participants. clearing important informaions?  This is often used to spell out names, to confirm abbreviations and acronyms. This is also being used to communicate private/confidential information over the radio where people or guests around can hear you. 3. Rooms  You must be aware of the room related codes such as  Why is it important to know the - room category/types different codes used for room - room features ______________________________________________________________________________________________________________________ 13 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ - room amenities categories/amenities? - room status - add-ons 4. Packages  In order to sell efficiently, you should remember the  Why is it important to be familiar following on the different rates codes and  rate codes promo codes?  segment codes  promo codes  packages / meal plans 5. Documents  To ensure that all transactions will be secured and  Why is it inappropriate to use beyond question and dispute, FOA must be aware of acronyms/ abbreviations when the following talking to colleagues in front of  Forms: LOA, AOL, MCV, OR, PR the guests.  Contracts/Agreement: CAF, MOA, AR 6. Cashiering  To avoid audit findings and to ensure fast and  What are the different terms/ related efficient cashiering/check out, FOA must be well codes used in cashiering? codes versed with cashiering terms such as  Billing arrangements: PUCI (payment upon check in)  Mode of payment: CC, CA, DBILL 7. Emergency  To implement emergency procedures, one must Why do we need to use proper Codes know the following: terms and codes for emergencies in - Terms and codes for fire emergency/situation communicating through radio? - Terms and codes for Earthquake - Terms and codes for threats (e.g. bomb) Now ask two trainees to converse using jargons and terminologies. ______________________________________________________________________________________________________________________ 14 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE SHUTTLE SERVICE SCHEDULE DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: That complimentary shuttle service will be served promptly TIME TO TRAIN: 30 minutes Why is this task important for you and our guests? Answers: 1. To ensure that service will be enjoyed by guests. 2. To ensure that staff will give accurate time and location for maximum comfort and convenience. ______________________________________________________________________________________________________________________ 15 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Know the  Be aware of the vehicles that are being used for  How does it affect the travel fleet/vehicle shuttle service. experience of the guest if you - Car make (Van, Coaster) know this information? - Brand  Why is it important to know the - Signs (so guest would know if it’s a hotel capacity of the shuttle bus? car)  What is the seating capacity of - Color the shuttle bus? - Seating capacity 2. Know the  Know the pick-up point or waiting area at the  What are the different shuttle bus destinations/loc hotel. timings? ations  Staff must know the descriptions of each  What are the pick –up/drop off destination. The staff must be able to give locations of the shuttle bus? highlights about the attraction when asked by  Why is it important to know the guest. approximate travel time for each drop off locations?  Staff must know the locations and the exact pick up and drop off points in each location/destination.  Staff must know the waiting period.  Staff must know the route. 3. Know the  Staff should have a readily available updated  What is the standard time schedule or the shuttle service schedule. to book for a shuttle bus? frequency of  Staff should inform the guest the schedule when  Why is it important to trips/ allowable to book for reservation know the different timings for the shuttle bus? ______________________________________________________________________________________________________________________ 16 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________  Staff should know the frequency of trips during the day and at night and during weekdays and weekend. 4. Giving  Guest upon check in must be informed about  What will happen if you give information the complimentary shuttle service. inaccurate information?  Why is it important to inform the Upon giving the key packets/kit guests the drop off/ pick up points of the shuttle bus? “Mr. Dela Cruz, this is the schedule of the complimentary shuttle service going to nearby attractions. Waiting area is at _____by the _____ (fountain - give landmark).” When approached by guest “Mr. Dela Cruz, shuttle service is available from ____ to _____. Waiting area is at the ground floor by the (give landmark). Phone number of the hotel is on your key packet should you need to call the hotel for any concerns.” Now ask the trainee to practice the task from start to end to test competency. ______________________________________________________________________________________________________________________ 17 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE HMS SYSTEMS OVERVIEW DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: That all employees know how to use all hotel tools essential to deliver a complete guest experience. TIME TO TRAIN: 15 minutes Why is this task important for you and our guests? Answers: 1. To ensure that all staff know the purpose of a hotel system 2. To ensure that staff will have a better understanding of how to use the system and the responsibilities that it entails. ______________________________________________________________________________________________________________________ 18 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Purpose  HMS or hotel system is in placed in order for the  What is the name of the operating management to have insights of what is system we are using? happening inside the hotel. It showcases the  What are the basic information’s things that work and do not work based on the that we need to know in our daily strategies implemented. task that we can find/ generate in the HMS?  It organizes information that best suit your daily needs depending on the guest right in front of you.  You can print reports that will give you an overview of what to expect for the day. 2. Access  Your department head will fill up an IT Request Form that will be forwarded to IT Manager who  Why do we have individual will facilitate the creation of an account in the passwords? system.  Can we share our own passwords  You should have your own user ID and password to other colleagues? Why?  Password must be changed every _____months.  You should not share your access with anyone.  You are not allowed to use others’ password/user ID ______________________________________________________________________________________________________________________ 19 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ 3. Know your  All information or details that you see are  Name some information’s which access rights confidential and must not be shared with anyone you think are confidential to be not connected to the hotel. divulge to the guests or non- in  Know what you can view and you can do. IT house guests? Department grants access rights to employees  Does anyone have the same depending on position title. access/rights in the HMS system?  Seek help from your immediate supervisor if you need to access more information. 4. Be familiar  Navigate the screen to familiar the essential  What HMS feature wherein you with the screen features of the system that you have access to. can check the room status?  Be familiar with the processes on how to view information in the system. There multiple ways on how to generate results from the system i.e. You can search by last name, First name, room number, etc. 5. Know the HMS  You must know the reports that you can  What are the basic reports that reports generate that are essential for the completion of you can generate in the HMS your shift checklist. system. ______________________________________________________________________________________________________________________ 20 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE TELEPHONE ETIQUETTE DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: That all calls will be promptly answered with utmost care TIME TO TRAIN: 30 minutes Why is this task important for you and our guests? Answers: 1. To be able to attend guest inquiries. 2. To make sure that all calls are being answered in a professional manner with a good tone of voice. STEPS HOW/ STANDARDS TRAINING QUESTIONS 1 Preparation In answering telephone calls, staff must have the following:  Why is it important to prepare the things needed before  Console/ Switchboard/Telephone Unit answering calls?  Computer with PMS  Headset (only applicable to Operators)  Notepad and pen ______________________________________________________________________________________________________________________ 21 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________  Property telephone directory 2 Tone of  A guest or a customer could determine your  Why do you need to establish voice mood when answering a call. your tone of voice when  It is important to use a friendly tone of voice. answering phone calls?  Do not shout when answering calls nor too soft as guest could not hear you anymore. 3 Answer the  Answer the telephone within 3 rings  Why do we need to answer call calls immediately? 4 Greetings Know the standard phraseologies in answering  Why do we need to have a and telephone calls, may it be internal or outside calls. standard phraseology in Phraseolog answering outside calls? Outside Calls:  Why do we need to have a y  Good morning! (Name of Property), how may I standard phraseology in answering internal calls? direct your call?  Why is it important to address the Internal Calls: guest by name in answering internal calls?  Telephone Services, good morning! This is (Name of staff), how may I assist you?  Telephone Services, good morning Mr. Smith! This is (Name of staff), how may I assist you? ______________________________________________________________________________________________________________________ 22 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ 5 Details of  Staff should be attentive  Why is it important to listen the Call  Listen to the inquiry or requests of the caller attentively to the caller?  Take down notes if necessary  What are hotel jargons?  Why do we need to take note of  Do not speak while caller is still talking the details of the call?  Do not use hotel jargons 6 Place on  When place on hold, seek permission to the  Why do we need to seek hold guest first. permission to the guest when  Activate HOLD in the console place the call on hold?  Do not let the caller wait for more than 45 seconds.  Get back to the caller if the assistance will take longer than expected. 7 Bid farewell  Thanked the guest for calling the hotel.  Why should we let the caller hang  Seek for any more assistance. up the phone first?  Wait for the caller to hang up the phone (she/ he might have forgotten some last minute information). Now ask the trainee to practice the task from start to end to test competency. ______________________________________________________________________________________________________________________ 23 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE SENSE OF ARRIVAL DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: Warm and genuine Filipino Hospitality TIME TO TRAIN: 30 minutes Why is this task important for you and our guests? Answers: 1. To ensure that all staff know to give our unique welcoming experience. 2. To ensure that guests will have a good impression about the hotel and its team. ______________________________________________________________________________________________________________________ 24 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Welcome  Door Man and greeters must always be  Why is it important to have visible to all guests whether arriving or a lobby greeter/ doorman in house. at the hotel entrance?  Front Office Manager or Chief  Why is it important to be Concierge determines the strategic familiar with guest’s name that has arrival details? locations or stations for greeters.  Door always be opened for guests outgoing and incoming guests.  All guests with transportation arrangements must be met and welcomed by any hotel representatives at the porte-cochere or at the arrival area. This should be coordinated by the Airport Representative to the hotel staff at the hotel. All concierge staff must be familiar on all guests with flight/ arrival details 2. Greet  Smile  Will a good first impression  CHROMA Greeting (hand to heart help create a lasting gesture) to be graciously executed to memory?  Why do we need to greet ______________________________________________________________________________________________________________________ 25 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ welcome the guest guests using the Chrom  Greet standard? “Good morning Mr. Dela Cruz, welcome/welcome back to ______(hotel property)” 3. Assist  Offer luggage assistance  Why do we need to issue  Confirm number of pieces (luggage) luggage tags  Luggage tag must be given  Why do we need to reconfirm the actual no. of luggage to guests? 4. Escort  Walk the guest towards the check in  Why do we need to obtain counter rapport to the guest?  Try to build a rapport with the guests.  What are the basic - Ask about the flight information’s that we need - Ask about his/her itinerary or to ask when walking the guests going to the offer some ideas for leisure. reception? - You may talk about interesting facts about the property such as places of interest, upcoming events, hotel activities, etc.  Children that are travelling with their parents should be positively acknowledged  Endorse to Front Office Agent ______________________________________________________________________________________________________________________ 26 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ “Mr. Dela Cruz, this is Mika our Front Desk Agent who will assist you with the check in process. Again, I am Darwin it is a pleasure to have you in our hotel.” For Club or Villa Guests, proceed to step 5 5. Experience  Resort Properties, Villa paying guests  Why do we need to walk may enjoy their welcome drink in the the guest to the reception? comfort of their VILLAS or at Azure Beach Club. ______________________________________________________________________________________________________________________ 27 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE ARRIVAL AND DEPARTURE PROCESS DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: That warm accommodation will be given from arrival to departure TIME TO TRAIN: 30 minutes Why is this task important for you and our guests? Answers: 1. To ensure that all staff know the value of first impression and lasting memory. 2. To ensure that all staff will be consistent all throughout the stay. ______________________________________________________________________________________________________________________ 28 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STEPS – Arrivals HOW/ STANDARDS TRAINING QUESTIONS 1. Positioning  The Bellboy stands in the designated  Why do you think proper location where he can watch the door posting of bellman is for incoming guests with luggage. important ? 2. Assist with luggage  The bellboy should greet the guest and  Why do we need to ask the ask on how was their stay/ experience. guests stay experience?  The Bellboy will then assist the guest  Why we need get accurate with the luggage. For minimal count of guest luggage? luggage, he may carry this himself or  Why proper luggage for more voluminous luggage, he will handling is important? use a cart or trolley to transport the luggage to the guestroom. 3. Wait for room assignment  The Bellboy will then wait while the guest registers and is assigned a room number (or for pre-registered guests, given the room key). 4. Escort The next procedure may vary depending on  Why is it important that a the property's style and preference: bellboy should be the one to open the door in In some properties, the Bellboy will rooming- in guests? personally escort the guest,  Why do you need to inform accompanying him on the same the guests the room elevator, opening the door of the features and amenities? ______________________________________________________________________________________________________________________ 29 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ room and explaining the features and facilities in the room. In some properties, the luggage will be put in the luggage room while the guest registers. The guest will on his own go to his guestroom. The Bellboy then discretely delivers his luggage a few minutes after he has gone into his room. Escorting the guest to the room is however crucial and a given, for properties whose rooms are sprawled out over a vast area, or for a property that has a complex or has unconventional corridors and walkways. STEPS - Departure HOW/ STANDARDS TRAINING QUESTIONS 1. Safekeeping of luggage  Give luggage tag to guests  Can we release luggage  Wait for the guest to finish the check- with a lost luggage claim out process or settle the account. tag? 2. Check account of guest  Check if there is a transportation  Why do we need to offer request. guests transportation  If there is, confirm with Front Office for need/s? charging and to remind guest. ______________________________________________________________________________________________________________________ 30 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________  If confirmed, call transportation to have the vehicle ready. 3. Positioning  The Bellboy stands in the designated location where he can see the guest. 4. Confirm  Confirm that the guest has settled the  Why do we need to ask for account by asking for the departure the Departure card from all card issued by Front Desk. departing guests? 5. Remind  Remind guest if he/she has emptied  Why do we need to ask the safe deposit box. guests or remind them if  Remind guest about his travel they emptied their safety documents such as passport. box?   Confirm number of luggage  Mention the transportation booking. If none, try to upsell or promote the transportation services. 6. Bid farewell  If guest has positive experience, encourage to share a feedback on Tripadvisor.  Bid guest good bye ______________________________________________________________________________________________________________________ 31 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE GUEST COMPLAINTS PROCEDURE DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: That the staff will be able to help them resolve their concern or forward them to someone who can resolve their concern TIME TO TRAIN: 20 minutes Why is this task important for you and our guests? Answers: 1. This will help the staff know how to respond to different types of complaints. 2. This will empower the staff to decide on which complaint they can handle on their own and in turn the guest will feel satisfied as immediate resolution is given to them 3. This will help recover the guest. STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Be familiar with the  Check on up to what extent of the  Why is it important to know Delegation of Authority concern can the staff handle and the Delegation of Authority Matrix resolve on their own. This is updated in Matrix? detail in the delegation of the  How can this help you in authority matrix handling guest complaints? ______________________________________________________________________________________________________________________ 32 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ 2. Practice C.L.A.P.  Compose Yourself – Be calm  What are the advantages of  Listen Carefully Practicing C.L.A.P when  Apologize (If it is our handling complaints? mistake)/Acknowledge (If it is not our mistake)  Personally take responsibilityto perform Corrective Action 3. Ask for the help of a superior  If the concern is beyond your capacity,  Why is it important to ask Inform the guest that you will ask the for a Manager if the manager to help them with their concern is beyond your concern. control? 4. Go the extra mile  Follow up on the guest if they were  Why is it important to do a satisfied with the resolution or if they follow through after the need any further assistance. service recovery was given? 5. Addressing Guest Complain  Pay Attention  Why do we need to obtain  Understand the situation / problem guests loyalty?  Solve the problem  Obtain Loyalty Give staff a copy of the Delegations of Authority Give scenarios to the trainee and ask them on how they will resolve it. ______________________________________________________________________________________________________________________ 33 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE EXPRESS CHECK OUT SERVICE DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: All staff are knowledgeable with our Express Check out Process TIME TO TRAIN: 20 minutes Why is this task important for you and our guests? 1. To decrease traffic/ queuing during check out time. 2. To able to increase departure experience 3. To provide hassle free check out. STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Know the importance of the  To increase departure experience  To which type of guest we express check out service.  To give options to all departing guest. need to offer ECO, why? 2. How do you introduce this type  It should be offered during check in of service to the guest. process for guest using credit card as a ______________________________________________________________________________________________________________________ 34 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ mode of payment. 3. Process of Express Check out Steps:  Why is it limited to guest  Available only to guest with Credit with Card Verification? Card Verification  How can this type of service  Fill out express check out from increase departure available at front desk experience?  Guest should drop the filled out express check out form at front desk  Front desk should handover departure slip once the process/ steps is completed  Front desk should email the folio, copy of credit card slip to guest. ______________________________________________________________________________________________________________________ 35 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE HOW TO WELCOME/ ESCORT HOTEL GUEST DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: All staff are knowledgeable on How to Escort Guest TIME TO TRAIN: 30 minutes Why is this task important for you and our guests? 1. To increase Arrival Experience 2. To be able to personally escort the guest 3. To provide Unique Guest Welcoming Experience 4. To ensure that guests will have a good impression about the hotel and its team STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Escorting the guest towards the  Welcome the guest  How do we greet guests Reception  Greet the guest with Chroma using the Chroma Greetings standards? ______________________________________________________________________________________________________________________ 36 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________  Assist the guest and Offer Luggage  Why is it important to build Assistance rapport with the guest?  Walk the guest towards the check in  Why do we need to counter acknowledge guest w/  Try to build a rapport with the guests. children, seniors, pwd? - Ask about the flight  Why do we need to ask guests itinerary’s? - Ask about his/her itinerary or offer some ideas for leisure. - You may talk about interesting facts about the property such as places of interest, upcoming events, hotel activities, etc.  Children that are travelling with their parents should be positively acknowledged  Endorse to Front Office Agent “Mr. Dela Cruz, this is Mika our Front Desk Agent who will assist you with the check in process. Again, I am Darwin it is a pleasure to have you in our hotel.” ______________________________________________________________________________________________________________________ 37 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE HOW TO BID FAREWELL DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: All staff are knowledgeable on How to BID Farewell TIME TO TRAIN: 15 minutes Why is this task important for you and our guests? 1. To increase Departure Experience 2. To give a lasting memorable experience to guest STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Bid Farewell  Ask the guess on how was their stay  Why do we need to ask the  Thank the guest for choosing Crimson guest stay experience? as their place to stay in Cebu.  Why do you need to  Invite the guest to come back acknowledge and thank the ______________________________________________________________________________________________________________________ 38 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________  If guest has positive experience, guest for staying with us? encourage to share a feedback on Trip Advisor.  Wish guest a pleasant journey STANDARD OPERATING PROCEDURE HOW TO SERVE WELCOME DRINKS ( Cebuano Iced Tea) DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: All staff are knowledgeable on How to serve welcome drinks TIME TO TRAIN: 15 minutes ______________________________________________________________________________________________________________________ 39 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ Why is this task important for you and our guests? 3. To increase arrival experience and set a tone for the guest’s stay 4. To create a positive sense of arrival to influence the guest’s expectation and stir excitement to great overall stay STEPS HOW/ STANDARDS TRAINING QUESTIONS 1. Prepare the welcome drink using  We welcome guest by serving them  Why do we serve the red clay cup the signature welcome drink. welcome drinks?  Serve the welcome drink using the serving tray to all 2. For the villa paying guest  Escort the guests going to the Villa  Why do we need to be lounge familiarize with all villa  Villa paying guest may enjoy their arrivals? welcome drinks in the comfort of their Villa’s or the Azure Beach Club 3. Ingredients of our signature  Green Mango  How do you call our “Cebuano iced tea”  Lipton Tea signature drink?  Calamansi  Sugar dissolve in a hot water/Sugar Syrup ______________________________________________________________________________________________________________________ 40 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STANDARD OPERATING PROCEDURE TRANSPORTATION SERVICES DEPARTMENT: Front Office DATE ISSUED: GUEST EXPECTATION: To provide convenience to guest reaching their desired destinations TIME TO TRAIN: 15 minutes Why is this task important for you and our guests? 1. To gain revenue for transportation 2. Be able to provide transportation to guest/s to their desired destination ______________________________________________________________________________________________________________________ 41 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STEPS HOW/ STANDARDS TRAINING QUESTIONS  Know the destination of the  Be able to be familiar with the  What are the frequently guest/s destinations and it’s corresponding asked destinations and it’s rates corresponding rates?  Offer options  Know the number of passenger/s for  What is the seating you to determine the type of vehicle to capacity of the following? be offered 1. Sedan 2. SUV 3. Van STANDARD OPERATING PROCEDURE How to Handle Guest Luggage Department: Front Office Date Issued: Guest To ensure that all guest luggage must be handled and secured properly. Expectation: Time to Train: 15 minutes Why is this task important for you and our guests? 1. To ensure that luggage/s of guest are properly handled by hotel staff ______________________________________________________________________________________________________________________ 42 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement  FO SKILLS TRAINING MANUAL JOB 1 ____________________________________________________________________________________________________________________ STEPS HOW/ STANDARDS TRAINING QUESTIONS  Receive and handle luggage  Confirm with guests the actual no. of  Why do we need to let the properly luggage received guest acknowledge the no of luggage?  Handle the luggage/s with  Make sure not to drag or drop the  Do we need to report if we utmost care luggage/s to avoid damage notice damage in the luggage? Why? ______________________________________________________________________________________________________________________ 43 Contains private and/or proprietary information. May not be used or disclosed outside Crimson Resort and Spa Mactan except pursuant to a written agreement