Professional Documents
Culture Documents
Room Division
Front Office
Agenda
1. Service Experience
2. Preparation Experience
2. 01 Social Skill
2. 02 Activities Prior To Starting Shift
3. 03 Preparing For And Taking Over Shift
2. 04 Closing Shift
2. 05 Conducting Briefings
2. 06 Finding A Clean Room In Fidelio
2. 07 Procedure For Cutting Keys
2. 08 Preparing Welcome Packs And Cards
2. 09 Preparing For Individual Arrival
2. 10 Preparing For Group Arrival
2. 11 Using The Trace Report
2. 12 Inserting A Trace For A Guest Not Having Arrived
2. 13
3. Commercial Experience
4. Reservation Experience
4. 01 Guest Call The Hotel
4. 02 Accommodation Request
4. 03 Sold Out Status
4. 04 All Agents Involved
5. Arrival Experience
5. 01 Air Transfer
5. 02 In Front of the Hotel
5. 03 Welcoming The Guest / Entering The Hotel
5. 04 Registration/Check In At The Desk
5. 05 Registering Guests
5. 06 Registration Procedures
5. 07 Group Check In
5. 08 Method Of Payment At Check In
5. 09 Billing Instruction During Check In
5. 10 Room Type Not Available
5. 11 Room Not Ready
5. 12 Turn Away Guest
5. 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 Impression
5. 19 No Show Policy
5. 20 Frequent Flyer Guest
6. In House System
8. 01 Paid Outs
8. 02 Foreign Currency Exchange
8. 03 Soiled Clothing
8. 04 Prevent Skippers
8. 05 Force Open Deposit Box
8. 06 Special Request
8. 07 Lost & Found
9. Communication Experience
9. 01 Communication Signage
9. 02 Message & Fax
9. 03 Communication Paging
9. 04 Communication Voice Mail
9. 05 Communication Switch Board
9. 06 Wake Up Call
9. 10 Guest Receiving Visitors