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2.04 Front Office, Standard Operation Procedures, 227 Pages

2.04 Front Office, Standard Operation Procedures, 227 Pages

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Published by orientalhospitality
Travel and Tourism Industry Manuals and Guides, From www.orientalhospitality.com
Travel and Tourism Industry Manuals and Guides, From www.orientalhospitality.com

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Published by: orientalhospitality on Oct 13, 2009
Copyright:Attribution Non-commercial

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06/16/2013

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Standard Operation ProceduresRoom DivisionFront Office
 
Agenda
 
1. Service Experience
1.
 
01 Company Introduction & Mission Statement1.
 
02 Benefits Of Training1.
 
03 Objectives Of Standards1.
 
04 Ethics1.
 
05 Achievement Reviews1.
 
06 Personal Hygiene1.
 
07 Personal Grooming1.
 
08 Prevention Of Accidents – First Aid1.
 
09 Do’s & Don’ts1.
 
11 Preparing Staff Roster
2. Preparation Experience
2.
 
01 Social Skill2. 02 Activities Prior To Starting Shift3.
 
03 Preparing For And Taking Over Shift2. 04 Closing Shift2. 05 Conducting Briefings2. 06 Finding A Clean Room In Fidelio2. 07 Procedure For Cutting Keys2. 08 Preparing Welcome Packs And Cards2. 09 Preparing For Individual Arrival2. 10 Preparing For Group Arrival2. 11 Using The Trace Report2. 12 Inserting A Trace For A Guest Not Having Arrived2. 13
3. Commercial Experience
2.
 
01 Client Visit To Hotel3. 02 Telephone Enquiry
 
3. 03 Follow Up A Sales Call
 
3. 04 Sales Call Visit
 
3. 05 Closing A Deal
 
4. Reservation Experience
4. 01 Guest Call The Hotel
 
4. 02 Accommodation Request4. 03 Sold Out Status4. 04 All Agents Involved
 
 
5. Arrival Experience
5. 01 Air Transfer
 
5. 02 In Front of the Hotel5. 03 Welcoming The Guest / Entering The Hotel5. 04 Registration/Check In At The Desk5. 05 Registering Guests5. 06 Registration Procedures5. 07 Group Check In5. 08 Method Of Payment At Check In5. 09 Billing Instruction During Check In5. 10 Room Type Not Available5. 11 Room Not Ready5. 12 Turn Away Guest5. 13 Full Guest Room Situation
 
5. 14 Public Area First Impression
 
5. 15 The Concierge Desk / Service
 
5. 16 Personal Assistant
 
5. 17 The Corridor First Impression
 
5. 18 The Room First Impression5. 19 No Show Policy5. 20 Frequent Flyer Guest
6. In House System
6. 01 Entering A Message In Fidelio6. 02 Routing Instructions In Fidelio6. 03 Checking For Guest Messages6. 04 Rate Change, Rate Increase6. 05 Posting During Guest Stay6. 06 Handling Multiple Accounts6. 07 Transferring Charges From Room To Room6, 08 Corrections And Adjustments In Fidelio6. 09 Room Change6. 10 Room Discrepancy Report6. 11 Paid Outs6. 12 Foreign6. 13 Key Control Numbers6. 14 Open Guest Room

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