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What is the standard in answering the telephone? • Generally, the telephone should be answered in the following manner: • All telephone calls must be answered within 3 rings. • All calls must be answered with a greeting to include: 1. Good Morning/ Good Afternoon/ Good Evening 2. the hotel name or department 3. the associate’s name 4. an offer of assistance, “How may I help you?” • Be familiar with how to operate every feature of your telephone equipment • Ensure there is paper and pen handy before you pick up the telephone • During any conversation, avoid any long pauses • Be prepared with all relevant information (e.g. brochures, F&B promotions, etc.) • Smile into the telephone • Make sure while asking these questions, you are listening for the answers. There is nothing worse than someone asking questions and then not listening. Show genuine care. • Remember guest’s time is very valuable. Do not get too caught up with this conversation. • Never talk to someone near a telephone that is off the receiver. Remember that someone may hear you. Put the call on hold first. • Avoid transferring the call to too many people. Caller does get irritated when the call didn’t get answered promptly. How do you handle guest complaints ? • In handling guest complaints, bear in mind the following acronym: Take the HEAT
• • • • • •
o H – hear the complaint of the guest o E – empathize with the guest o A – agonize to the guest o T – take action and be responsible for the complaints Approach and greet the guest with eye contact and introduce yourself in a caring, helpful and concerned manner. Listen carefully to the guest’s explanation. Do not interrupt the guest. Apologize immediately to the guest. Confirm with the guest if your proposed action is acceptable. Never offer excuses nor blame another person nor team. Check with the guest if he/ she was satisfied with the way the complaint was handled. Thank the guest for raising up the complaint. It gave the opportunity to correct the situation.
How do you greet a guest ? • The guest should be greeted the following manner: 1. make eye contact with the guest 2. smile at the guest 3. approach and greet the guest 4. use guest name if known 5. assist guest by asking, how may I help you? VIP = Very Important Persons SPATT = Special Attention Guests DG = Distinguished Guests Special Rates • Day Rate • Complimentary Rate • Travel Agents Rate Housekeeping Room Condition Codes: • V/R Vacant Ready • V/C Vacant Clean • V/D Vacant Dirty
Guest folio – a guest’s record of charges and payments. preferred room category and comments regarding special service requirements. involving charges to registered and non-registered hotel guest accounts. company-owned 3.” Tisch We all We all What is the Jonathan President & CEO / Loews Hotel Hotel Operating Departments Front-of-the-House . 1 maid = 12 – 15 rooms to clean 1 room = 20 – 30 minutes to clean Hours and shifts: Night duty 11:00 pm – 8:00 am Day shifts 8:00 am – 4:00 pm 4:00 pm – 11:00 pm Keys: Submasters Masters Vingcards Hotel affiliations A. Itemized charges are necessary to show a breakdown of charges if a guest questions a bill. number of stays. Front desk staff should be people-oriented. management contract B. franchise 2. and housekeeping department inquiries concerning guest reservations are but a few of the routine tasks performed almost constantly by a hotel front desk in its role as communications hub. are also very important in the hospitality field. give away shampoo. marketing and sales department requests for information on guest room availability. employees and other departments of the hotel – are paramount in projecting a hospitable image. “We all have lobbies. Chain 1.• • • • • O/C O/D OOO V/M HU Occupied Clean Occupied Dirty Out of Order Vacant Maintenance House Use Housekeeping – usually the largest in numbers as a department in a hotel. and attentive to details. Communication and accounting are two of the most important functions of a front desk operation. A room not sold today is lost forever. referral 4. The actions and attitudes displayed toward guests are a big part of what the hotel is selling – SERVICE ! Guest history – provides details about guest address. Effective communications – with guests. have nice bathrooms. makes a difference perception of value. Independent Guest history – details concerning each guest’s visits. Answering guest inquiries about hotel services and other guests. A room not sold is money not earned for the hotel. Front office – often regarded as the “nerve center” of the hotel. Rooms are perishable. FRONT NOTES OFFICE The front office is the nerve center of a hotel property. Accounting procedures. payments on accounts are made. the front office is where guests check in and out. good at solving problems. method of payment. and messages are exchanged.
drink 4. Accounting 2. Banquet Rooms 9. bell & valet attendants 2. Training The hotel product 4 main areas 1. Switchboard 4. swipe the card through the machine 5. check that the signatures on the card and the voucher agree 6. Recreational Facilities Back-of-the-House 1. Personnel 9. Door. Meeting Rooms 10. ask the client to sign the audit roll . Dishwashing 5. food 3. Reservations 6. accommodation 2. Housekeeping 5. Laundry 8. services Methods of payment • cash • foreign currency • check • traveler’s cheques • debit card • credit card • charge card • voucher Procedure for payment by credit card: 1. Front Desk 3. Food preparation 3. Security 6. Storage 4. Bars 8. obtain the card from the client 3. check that the bill is inside the “floor limit” 2.1. Engineering/ Maintenance 7. return the card and the top copy to the guest Key room statistics Occupancy rate = total rooms sold / total rooms available * 100 Average rate = room revenues / rooms sold RevPAR = average rate X occupancy % Property management systems • reservations • registration • guest billing • check-out • night audit • group bookings • F & B management • Point-of-sale information Written communications • Internal o Memos o Arrival and departure lists o Guest lists o Tour rooming lists o Function lists • External o Letter o Invoices o Standard confirmations o Requests for payments Tasks of a receptionist • Booking • Registration • Cashiering Methods of reservation FRONT NOTES OFFICE 4. Restaurants 7.
no individual charges will be allowed. On the morning of arrival. signs on behalf of the group. a separate counter or table is set up in the lobby. First Class 3. do take accurate messages DOT Hotel classifications 1. restaurant 4. etc. Each guest receives an envelope with a note saying. miscellaneous 8. room services. wall-to-wall carpeting. telephone 7. Economy Factors for consideration: Bedroom size. a key.• Who ? • When ? • How Long ? • What Type of room ? Recording Bookings • Hotel diary • Reservation procedure • Charting reservations Confirming Reservations • Standard confirmations • Deposits and guarantees • Length of stay deposits • Cancellations • Filing reservations Guaranteed reservation – the guests guarantee to pay for the room whether they arrive or not. “Welcome to the Park International Hotel”. recreation facilities. rooms are blocked off on the room rack. tips (optional) OFFICE Telephone skills: 1. Upon arrival of a tour. Deluxe 2. 3. Bell attendants stand by to take guests and their luggage to their rooms in small groups. and information and room rack slips are made ready. conference room. 10. so that guests need only sign their names when they arrive. If group billing is to be used. cashiers and security. valet service. FRONT NOTES Guest charges: 1. They may be banquets. 9. Before Arrival Tasks – GROUPS 1. 2. or takes the list for signatures to the bus. If requested. . tax 3. restaurants. do ask before putting on hold 6. airconditioning. last-minute cancellations and non-arrivals. furniture quality. an account is opened. housekeeping. Standard 4. and keys are sorted. the escort comes to the desk. 7. map of the city and so forth. # of suites. charge instructions. 4. Departments that are affected by the arrival of the group are informed. Purpose is to assist the hotel in obtaining maximum occupancy and to compensate for early departures. 8. beverages 5. don’t be too loud 2. away from the main desk to minimize traffic congestion. 6. laundry 6. don’t be overly casual 3. do build rapport 5. Overbooking – is the practice of accepting more reservations than there is space available. do keep your cool 7. tour or convention details. On arrival. 5. do listen 4. hot water. swimming pool. Group bookings are usually made well in advance. room 2. individual accounts are opened. Either individual or group registration cards are made out.
Escort guest to room 6. Class AAA 2. Individual room safes Receptionist’s main responsibilities 1. Class AA 3. Reservations 2. the first impression 3. meeting/ function space 3. Safe-deposit boxes 3. outlets/ ancillary revenue sources FRONT NOTES OFFICE Hotel brand names (international) Accor Sofitel Mercure Hilton Marriott Shangri-La Ramada Best Western Travelodge Mandarin Oriental Hyatt Four Seasons Hotel Nikko Intercontinental Westin Sheraton Hotel brand names (Philippines) Manila Hotel Bayview Hotel Sogo Hotel Kabayan Hotel New World Hotel Marco Polo Hotel City Garden HotelFersal Apartel Nice Hotel Robbinsdale Hotel Diamond Hotel Traders Hotel Individual booking cycle – time between when an individual reservation is made and when that reservation is due to arrive. Check-in 3. Knock on door 7. the welcome 2. Wake-up call 5. hot water. an efficient manner 4. sleeping rooms 2. rooms equivalent to hotels. conference or convention rooms Practice Demos: 1. Deposit envelope 2. . Greetings ! Lost & Found Property • All lost & found property should be treated in the same way: • Held in a secure place • Reported to the supervisor • Recorded in the book • Returned to the owner if possible Safety deposits 1. Revenue sources: 1. a sensitive approach Communication – main methods • verbal • non-verbal • written • telecommunications Non-verbal communications • • • • • • • neat appearance personal hygiene posture eye contact “people” skills Social skills o Eye contact o An attentive manner o Tone of voice o Use of guest’s names Personal presentation Murphy bed – a bed that is stored in the wall of the room and pulled out when needed.DOT Resort classifications 1. Check-out 4. Class A Factors for consideration: # of sports or recreation facilities.
hospitality suite 5. food and beverage 3.Walk-in reservations – made by guests arriving unannounced at a hotel looking for rooms. Room types – based on the intended number of occupants Single occupancy Double occupancy Triple occupancy Quad occupancy Room preference – the individual guest’s choice of room type. Room configurations 1. Upgrades – the ability to offer guests incrementally nicer configurations. junior suite 2. . human resources 5. Key control systems – used to ensure guest safety by changing the access to a guest room between guests. corner suite 3. not individual attendees. Bundling – the process of combining one or more hotel products and services together to make the new entity more attractive. rooms division 2. Master account – closely mirrors the individual guest account. Guest Account – created at some point between the creation of a room reservation and the actual arrival of a hotel guest. engineering 6. Posting – is the act of applying a debit or credit to an account. most commonly used with package rates. bi-level suite 4. sales/ marketing and catering Value-Added services • • safe-deposit boxes mail & documents handling PMS – Property Management Systems • Kingsmart GDS – Global Distribution Systems • Sabre • Amadeus • Galileo • Worldspan Guest Ledger – an all-encompassing term used to track hotel transactions primarily before and during a guest’s or group’s stay. Most full-service hotels have six main functional departments: 1. suite configuration Different kinds of suites 1. accounting 4. Each individual guest account will track debits and credits incurred prior to and during a stay. standard configuration 2. FRONT NOTES OFFICE Back-of-the-House – hotel departments with traditionally low amounts of guest contact. configuration and designation. The main difference is that a master account encompasses registration/ accounting information for an entire group. House Account – serves as a perpetual account to track recurring transactions that occur within the hotel. presidential suite Room designations – simply identifies whether it is a smoking or non-smoking room. Room configurations – characterize the physical makeup of the guest room. enhanced configuration 3.
Moves today’s reservations to the desk and arranges them in alphabetical order on the reservations rack. When all blocked rooms have been booked. how many rooms are vacant b. Upselling rooms 1. A group booking sheet is maintained in conjunction with the reservations chart to show group blocks for each month. Turn-away – to refuse walk-in business because rooms are not available. In-house Report – a front office report that lists each room that was occupied and not due to check out. Makes a count of all remaining reservations by type of room. 4. Throughout the day. how many are due to arrive and how many are due to check out.Commission – usually 10% paid to travel agents by hotels. Front-of-the-House – hotel departments with traditionally high amounts of guest contact. That number. know the product 2. airlines and other travel related suppliers to induce further bookings. Checks for any special request. 7. 2. Determines the number of rooms available for walk-ins by computing expected arrivals. how many are expected to become vacant 5. Walkouts – those who leave a hotel before properly settling their accounts. POS – Point-of-Sale Turn – housekeeping is said to turn a room when it goes through the act of cleaning and preparing it for resale. no further reservations are accepted unless an additional block is arranged. but avoid high-pressure selling techniques 4. 2. sell high. Day-of-Arrival Routines 1. A sell sheet can be placed behind the front desk. Reservation forms are made available for the group members. Blocking Group Bookings 1. A group of rooms is blocked off on the reservations chart. Ask specific questions 3. Any rooms not booked by the deadline are released for general use. Walk-in – a guest who comes to the hotel without a reservation. This report will include a reason for the complimentary status. 5. a guest who simply walks into a hotel seeking accommodation for the night. Informs the housekeeping staff and reservations people of the room count. Stay-over – a guest who was expected to check out on a certain day but remains in the hotel beyond the stated day of departure. a. updates information by checking and recalculating the numbers. with the group indicated by a code number. Comp Rooms Report – the night auditors must verify each room that has no rate posted to it. always quote the full rate plus tax Bellboy duties • Escorts guest to room and opens the door of the room . control the encounter. 3. less any OOO rooms. House count – looks at how many rooms are in-house. 3. to quickly note walk-ins and last minute cancellations. yields a house count. present vacancies and expected check-outs. with instructions to contact the hotel directly by a certain cut-off date. 4. 6. Makes a count of all rooms in each category on the room rack.
house phone. tv. radio.• • • • Enters the room before guests to glance around the room and check its readiness Invites the guest to enter the room Distributes luggage according to guest’s wishes and points out features of the room. . such as air-conditioning. etc. Leaves the key and wishes the guest an enjoyable stay.
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