Hospitality Management: Reception & Concierge PDF

INTRODUCTION TO HOSPITALITY MANAGEMENT 4. RECEPTION AND CONCIERGE  RECEPTION AND CONCIERGE The reception and concierge departments are: -First departments in contact with customers upon arrival -Core area of the establishment and services offered, running 24 hours a...

INTRODUCTION TO HOSPITALITY MANAGEMENT 4. RECEPTION AND CONCIERGE  RECEPTION AND CONCIERGE The reception and concierge departments are: -First departments in contact with customers upon arrival -Core area of the establishment and services offered, running 24 hours a day -Coordination and control area with the rest of the operational departments of the hotel  RECEPTION & CONCIERGE The tasks can be divided into: -Front Office: activities performed with the presence of the customer -Back Office: internal / administrative tasks in which the presence of the client is not required  RECEPTION & CONCIERGE Main Front Office tasks: Check-in Check-out Upselling of complimentary services Guest service / attention Deal with claims and complaints Reservations for external services offered to in house guests  RECEPTION & CONCIERGE Back Office main tasks: -Listings, forecasts, coordination and communication of services/requests to other departments -Room Status control, reservations and other services -Room distribution, pre-arrivals, arrivals and departures reporting -Billing to intermediates -Update information of services in the area...  RECEPTION & CONCIERGE Basic functions: -Knowledge of products & services offered -Room type, location, services included... -Complementary services -Knowledge of rates -Billing to customers and intermediates -Correct application of rates, discounts and commissions -Accuracy with charges (minibar, telephone, bar, etc.)  RECEPTION & CONCIERGE Main tasks: Guest services: -Standard of own services -Deal with complaints and claims -General information and reservations of external services Upselling and cross-selling: -Selling different room types -Sales of other hotel services (upselling)  RECEPTION & CONCIERGE Main tasks Information and coordination -Room forecast -Arrivals and departures -Meal plan forecast -VIP arrivals -Group arrivals -Room block -Maintenance Reports RECEPTION & CONCIERGE RECEPTION & CONCIERGE  RECEPTION & CONCIERGE GLOSSARY: AVERAGE RATE REVPAR (revenue per available room) DB Y DUI (double & double for individual use) TRANSIENT (walk in/arrival without reservation) VOUCHER (document that guarantees the pre-payment) ALLOTMENT (Rooms contracted by a tour operator) AMENITIES (welcome gifts for guests – bath or welcome amenities) COMPLIMENTARY (without cost) DAY USE (Room occupied during some hours) EARLY ARRIVAL (Arrival earlier than the established arrival time) EXPRESS CHECK OUT (leave the hotel without going through reception) FOLIO (bill)  RECEPTION & CONCIERGE GLOSSARY : GUARANTEE: method of payment (voucher , cash deposit or cc) LATE CHECK OUT (leave the hotel later than the established c/out time) MASTER KEY- Key that opens all rooms. NO – SHOW (Guest with a reservation not arriving and not cancelling) PICK UP / TRANSFER (Transportation service from / to the airport to the hotel) UPGRADE (offer a service or product of higher category (w/out paying) SITE INSPECTION (visit to know all the facilities of the establishment) OVERSTAY (To extend the stay) UNDERSTAY (shorten the stay)