UNIT OF COMPETENCY: PERFORM WORKPLACE AND SAFETY WEAVE A SERVICE CULTURE INTO EDUCATION AND TRAINING

PRACTICES SYSTEM

-STANDARDS OF FRONT OFFICE PERSONNEL-
 In hospitality industry, you are representing both yourself and the
organization you work for. Your personal presentation is important to
the customer’s first impression. Because of the high degree of contact
with the guest. Good First Impression is an important aspect in the
front office, thus, Front Office Associate must have the
PERSONALITY to deliver an excellent service and will create a well
satisfied guest.
 THE SPIRIT OF HOSPITALITY- Is a positive attitude or feeling of
pride; it is a sense of belonging that you feel with guests and co-
workers. Anyone who has the spirit of hospitality has a desire to please
and satisfy guests by providing them with a good memorable to take
home
- You don’t invent good service; you create it with SPIRIT
▪ S- seek out what guest really want
▪ P- place your guest’s needs ahead of your own
▪ I- ignore distractions and focus on what are you doing
▪ R- reach beyond expectations to pleasantly surprise your guests
▪ I- invest in yourself
▪ T- team up with co-workers to deliver the best service possible.
- The essence of guest service having HEART.
▪ H – honesty
▪ E – empathy
▪ A – appreciation
▪ R – respect
▪ T – tolerance

HANDLING GUEST COMPLAINTS

 COMPLAINTS- an expression of resentment or displeasure.

 to make protest
UNIT OF COMPETENCY: PROVIDE EFFECTIVE CUSTOMER SERVICE  Complaints are Sales Opportunities and not Threats.
- When do people complain? - More often it is the result of a series
 Front Office Managers must develop and administer a SERVICE of little things that have been built up to a point where just one
MANAGEMENT PROGRAM which highlights a company’s focus more thing makes the customer snap
on meeting customers’ needs and allows a hotel to achieve its financial
goals. This program must be based on sound management principles
and the hotel’s commitment to meeting those needs.

PERFECTING SERVICE

 Focus on the guest

 Understand the role of the guest-contact employee
 Weave a service culture into education and training systems
 Thrive on change

FOCUS Guest Because G U E S T

 Most important person whether he comes in person, calls or writes to us.

 They are not dependent to us We depend upon him.
 They are not an interruption of our work. He is the purpose of it; he is
What causes complaints?
doing us a favor by giving us the opportunity to serve him.
 They are not someone with whom to argue or match out wits. No - Where member of staff has failed to do something properly.
one can ever win an argument with a customer. - Where the guest has been kept waiting
 They are the person who comes to us because he needs certain services. It
- Where a member of staff has misunderstood the guest
is our job to provide them in a way profitable to him and to ourselves.
- Where a guest expects something, which is not usually provided
 They are not cold statics. He is a flesh and blood, human being
with emotions and prejudices like our own. - Where a staff member has forgotten to do something
- Where a guest feels that he is not getting Value for money.
THE PLATINUM RULE- we treat our guest as they would like to be treated and - Where a staff member forgotten to pass on message.
that is treat them as a KING - Where equipment and supplies are broken, damage or missing.

Classification of Guest Customer’s expectations in a complaint

1. Corporate traveler - frequently pay higher rates than others to ensure - To be treated courteously.
quality programs. They are concerned with content than with cost. - A satisfactory result
2. Transient traveler (business or pleasure) - To be believed
3. Package group - Someone to take responsibility and make any necessary decisions to
4. Airline employee or delayed passenger rectify the situation
5. Government employee - To believe that management values them
6. Walk-in
Complaints Handling
Terminologies used to describe various types of guests:
- Always apologize immediately and take steps to correct the fault. Ask
1. Very Important Person (VIP) – a well renowned guest like high the person in charge to attend, giving brief outline of complaint. Never
ranking officials, executives, etc who wants special treatment and argue with a guest.
handling, - Do not try to excuse the fault by blaming someone else. The guest will
2. Very Very Important Person (VVIP) – a highly renowned person who not be interested.
deserves an extra special treatment like dignitaries, ambassador or - Try to ensure that all complaints are settled within the hotel. Never
president of a country. invite guest to write complaints.
3. Free Independent Travelers (FIT) or Foreign Individual Tourist –
- At all times, when dealing with guest, politeness is of utmost
tourist or traveler traveling alone; not joining any group.
importance.
4. Joiner – person joining another guest in the same room.

UNDERSTAND THE ROLE OF THE GUESTCONTACT EMPLOYEE

 MOMENTS OF TRUTH- Episode[s] in which a customer comes into

contact with any aspect of the company, however remote, and thereby
has an opportunity to form an impression.”
 FIRST IMPRESSION & LAST IMPRESSION- You only get one
chance to get it right. It is set the tone for everything to follow, and as
a result, the arrival experience is key to setting the right tone, sending
the right message to your guests, sending the subtle but important cues
that reassure your guests that they have made the right decision when
they put their faith in you, to deliver an exceptional experience, from
beginning to end.
 5 FOOT & 10 FOOT RULE OF GUEST SERVICE
▪ 5 Foot Rule: acknowledge the guest verbally. You should
be the first and last to speak when conversing with your guests.
▪ 10 Foot Rule: acknowledge them nonverbally by
making an eye contact and smiling.
 Benefits Derived from Guests’ Complaints
1. they highlight guests’ views and needs
2. they reveal weaknesses in standards and systems
3. they provide free quality control
4. they highlight priorities
5. they provide free auditing
6. they identify training needs
7. they provide information about competitors
8. they allow retaining a customer
9. they enable us to prevent re-occurrence of the event
10. they should be used to develop staff morale and
interdepartmental communications

UNIT OF COMPETENCY: RECEIVE AND PROCESS RESERVATION

RESERVATION- Defined as a request for a room accommodation where in the

most important outcome is having the guest room of your hotel ready and waiting
when the guest arrives. It is not just any room but rather, it should be a guest
room that best fit the needs of your upcoming guests.
Reservations are a contract of sorts between the hotel and the guest. In accepting a
reservation, the hotel agrees to provide a certain type of room for a specific length pf
stay at a predetermined rate. In turn, the future guest agrees to arrive on the chosen
date and purchase the hotel room within the reservation parameters established.
SELLING ROOMS- The act of taking reservation.
RESERVATION PROCESS Today, the vast majority of reservations
are taken directly on a computer keyboard. Some independent
organizations have developed a reservation system, to facilitate a more
effective and efficient reservation. Reservation is the first contact for
the guest or person making the reservation for the guest. Although the
contact may be by telephone, a distinct impression of the hotel; is
registered with the guest. This calls for exceptional manners and
telemarketing skills. Because some guests may be shopping for the best
value, it is essential to sell the hotel by emphasizing its advantages over
the competition.
RESERVATION AVENUES (means by which guest able to make a reservation)
1. Mailed request – common for group, tour and convention business.
2. Telephone – guest calls the hotel directly. The most common form
of or method.
3. In person – done by individual usually on in-house reservation
4. Property – property – chain hotel properties typically encourage guests
to plan their next hotel stay while in an affiliated property by offering
direct communication between properties.
5. Telex, Cable Fax
6. Global Distribution System – a network of travel & hospitality entities
that communicate via an integrated computer system. (Apollo, Galieo
International, Amadeus, Sabre, Worldspan, and System one). These
GDS computer networks were originally developed by airline link their
availability to travel agent. These ease of access enabled travel agents to
directly book flights. Now, through various fee arrangements, hotels
and car rental companies also link their individual products to the GDS
system.
7. Central Reservation System (CRS) – the heart of the reservation
system. Provides the guest with an avenue to locate a hotel of choice in
a certain location. Using an easy to find toll free number or one number
system (such 1-800-hotels-1) or web site.
 DENYING A RESERVATION - When the request of the
accommodation has been denied, the client/guest must be informed
immediately. The reservation clerk should not stop here. Suggesting
alternate date, types of rooms and rates other than those requested or
even trying to find a room for affiliate or neighboring hotel can result in
either a booking at the hotel or at least a very good impression of the
clerk’s helpfulness.
 ACCEPTING RESERVATION- After determining the availability of
rooms for the desired date, the clerks proceed to obtain more
information on reservation card, (a preprinted form for making a
reservation at a hotel). This could be specially designed for the hotel.
The information on the card includes:
A. ESSENTIAL INFORMATION
- Arrival and Departure Dates
- Number of nights
- Number of persons - Number of rooms required
- Type of rooms required
- Price
- Identification of the guest such as name, address, telephone number
(home & Office) etc.
- Quality of the Reservation
B. NONESSENTIAL INFORMATION – certain reservation
information may not be necessarily being required for each
reservation. This less important information is categorized as
nonessential or “nice to know” data. Although essential
information must be complete for a reservation to accept into
computer system, nonessential information is not required.
- Estimated time of arrival
- Special requests- location, bedding type etc.
- Discounts or Affiliations
- Smoking and nonsmoking preferences
QUALITY OF RESERVATION
1. NON-GUARANTEED / REGULAR
2. GUARANTEED RESERVATION
3. PERMANENT RESERVATION
4. CONFIRMED RESERVATION
 ACKNOWLEDGING THE RESERVATION- Most reservations are
confirmed on the spot as part of the telephone conversation. If there is
sufficient lead time, a written acknowledgement or confirmation may follow.
 RESERVATION CODES – are sequential series of alphanumeric
combination that provide the guest with a reference for a confirmed or
guaranteed reservation. Also, it referred to as confirmation number
 CANCELLING RESERVATIONS - Travelers are doing a hotel a favor by
letting it know if they do not plan to use a reservation. The cancellation frees
the room to re re-rented. For this reason the reservation clerk should express
courtesy when taking the cancellation. Guaranteed and a non-guaranteed
reservation is subjected to the cancellation policy of the chain or property
that is stated in the Reservation card and confirmation card.
 CANCELLATION CODES – is a sequential series of alphanumeric
combination that provides the guest with a reference for a cancellation. Also,
referred as Cancellation Number

THE PROBLEM OF NO-SHOW

Who Makes the Reservations? 1. They impose limits on the time to which the reservation will be held.
2. They ask for advance payment in cash or credit card.
A. FIRST PERSON CONTACT - Initiated by the guest
3. They request that payment guaranteed (full payment before the check-in).
B. SECOND PERSON CONTACTS - Made by a friend, associates,
4. They take more bookings than they have rooms.
relatives or Travel Agent
C. THIRD PERSON CONTACTS - reservations made without a -TELEPHONE EXCHANGE-
specific guest in mind usually using room blocks
TELEPHONE- is an indispensable element in the communication system of any
Perspective Guests can Obtain Information about the Hotel in a Number of hotel. In large hotels, separate section known as Telephone Exchange,
Ways Including: - PBX (Private Branch Exchange),
1. Advertisement in magazines, newspapers, or yellow pages and on - PABX (Private Automated Branch Exchange)
billboards or airport signs - VoIP (Voice over Internet Protocol)
2. Direct mail brochures
 Although phone operators do not have face to face contact with guests, clients
3. A travel agent or tour operators
or callers, they can build or destroy the image and reputation of their hotel
4. A clerk on another hotel
depending on their voice, volume, language and disposition.
5. Word-of-mouth or referral
6. Mention in guidebook  They are also considered front liners since they usually serve as first contact of
callers or patrons before coming to the hotel. The first impression that they
SPACE ON RESERVATION CHART- Determining the availability of rooms for create on the phone can be lasting impression and influence guests’ disposition
the desired date. and decision in patronizing the hotel.

 Thus, a telephone manner is important at this section.

 UNIT OF COMPETENCY: PROVIDE ACCOMODATION RECEPTION
SERVICES
GUEST REGISTRATION- Once the guest has arrived and has made it to
the front desk clerk, the registration process begins. Registration at the
front desk is normally the first face-to-face contact the guests make with
the hotel. The registration will terminate when the guest has completed the
registration card and been assigned to a room.
 The registration procedures are usually different from a guest
with reservation, group with reservation and walk-ins.
 The guest with reservation simplifies the registration process. The
hotel normally collects the required guest registration data on the
reservation record created at the time of reservation.
 Group with reservation, similar to the guest with reservation but
normally a pre-registration is required in a group arrival because
they arrive often all together. Pre-registration reduce delays at
reception and form of impatient queue at the desk. What usually
happens is that reservation departments receive a list of group
names & room preferences from the group organizer several days
in advance. Staff then prepare individual registration card, and
room keys attached. The complete set is then placed in an envelop
together with group programme and hotel promotional material.
When the group members arrive, they are directed to a separate
desk, which often set up in another room. There they are issued
with their individual envelops and asked to sign the pre prepared
registration card
 Walk-in guest will take the longest time to complete the registration
process because the hotel is incapable of performing any
reservation and or pre registration activity for this guest.
PURPOSE OF REGISTRATION PROCESS
1. Capturing the guest’s personal data
2. Satisfying the guest room and rate requirement
3. Generating the registration record of the transaction
FUNCTIONS OF REGISTRATION
1. It satisfies the legal requirements. (aliens & non-aliens
requirements)
2. It provides a record of actual arrival opposed to bookings.
3. It helps to confirm the guest ‘s acceptance of the hotel’s terms and
conditions, and is thus useful should legal proceedings be
necessary.
GUEST REGISTRATION PROCESS
1. Guest requests to check into a hotel
2. Front desk clerk projects hospitality toward the guest
3. Front desk clerk inquiries about the guest reservation
4. Guest completes the registration card
5. Front desk clerk reviews the completeness of registration card
6. Front desk clerk verifies credits
7. Front desk makes room selection
8. Front desk clerk makes room assignment
9. Front desk clerk assigns room rate
10. Front desk clerk discusses sales opportunities for hotel products
and services with guests
11. Front desk clerk provides room key
12. Front desk processes folio
REGISTRATION CARD - the source document that initialize the
occupancy phase of the guest stay. The card contents vary depending on
the hotel.
Contents:
 Expected departure date
 Number of room assigned
 Company or group affiliation (if any)
 Method of account settlement
 Today’s date
 Personal data
 Number of guest
 Information on guest’s car (if any)
UPGRADING – a guest is given a better room at the original rate.
THIS IS DONE WHEN:
- a guest complains guaranteed reservation but no available rooms
REGISTRATION SYSTEM PROBLEMS
1. Inaccurate room availability information resulting in improper
room assignments
2. Failure to capture complete information on the guest and the
expected date of departure
3. In ability to maintain room status reporting with the
housekeeping department
4. Lack of inefficiency in producing the corresponding and
supportive documents needed in the information and room rack
and on the folio header.
5. Failure to apply proper, up-to-date room rate.
UNIT OF COMPETENCY: PROVIDE CONCIERGE AND BELL
SERVICE
 This is the guest’s first opportunity to see the hotel in action. First
impressions are critical, and that is why the arrival and check-in
process is often referred to as moment of truth. The front-office staff
does not get a second chance to make a good first impression.
 The first hotel employees who come into contact with most guests
when they arrive are members of the uniformed services division of
the front office. Depending on the on the size and make up of the
hotel, the first person to greet a hotel guest will be either a doorman
or valet attendant.
DOORMAN / DOORPERSON - duties include opening the car doors for
the guests, opening and holding the hotel door for the guests, and
signaling for bellhop to take the luggage from the taxi or limousine and
carry it inside the hotel.
 To many guests, no position represents the hotel like the doorperson.
The uniformed services position of doorperson is part concierge, part
bell person, part tour guide, and part friend all rolled into one. The
door person may offer the guest suggestions, point out interesting
historic sites, explain difficult directions and locate taxi.
VALET ATTENDANT - duties include greets the guests as they pull their
vehicles under the porte cochere, open their car door(s), may assist with
placing luggage on the curb or bell cart and take responsibility or parking
and securing the car of the guest and gives guest parking receipt.
BELLHOP - responsible in carrying the luggage of the guest, assisting the
guests to their rooms and to explain the hotel and room features.
ROOMING / ESCORTING THE GUEST - Once the registration card is
signed and credit details settled, the guest is roomed. This is the beginning
of the stay of the guest in the hotel and it should be a further opportunity to
make the guest feel at home and comfortable with the facilities and
services of the hotel.
 Increasingly, hotels give guest the choice of using the services of the
bellhop or carrying their own luggage. The bellhop should be ready
for the call and be at the front desk when requested. Some desk has
a bell to summon for help.
BELL ATTENDANT - Is the extension of the front office. Is the Goodwill
Ambassador, who turned an ordinary visit into a warm and personable
experience. By developing close, professional relationships with the guest,
a well-trained bell person successfully promotes a number of hotel
services. Suggestive selling and gentle persuasion are invaluable skills for
a bell person to possess.
A Must Have of Bell persons:
• Be neatly uniformed
• Wear tasteful nametags
• Be friendly, courteous, and helpful
• Be knowledgeable of hotel and area
• Make good eye contact with guest
• Acknowledge the presence of guests (e.g. when passing in
corridors)
He completes the ROOMING PROCEDURE initiated by the desk clerk.
Upon receiving the key, he:
 Welcome guest to the hotel
 Addressees the guest by correct name (should pick up on name
from desk or luggage tags)
 Make sure that the key is for the assigned room
 Ask the guest how many pieces of luggage there are and whether
they are all in the lobby
 Escort guest and transport the luggage
 Assists the guest to the room and opens the door of the room
 Enters the room before the guest to glance around the room and
checks its readiness.
 Invites the guest to enter the room
 Distinct the luggage according to the guests wishes and point out
the feature of the like the air-conditioning, television and radio etc.
 Leaves the key and wishes the guest an enjoyable stay
 Does not hang around for at tip; if a tip is offered, he accepts it in a
business-like manner.
 Returns to his posts in the lobby.
Bell persons during the on CHECK-OUT OF GUEST
 Arrive promptly (wait should not exceed 10 minutes)
 Check around room and in bathroom for belongings that might be
left behind
 Offer to arrange for car delivery
ROTATION OF THE FRONTS The bell person who comes forward to take
the rooming slip and room the guest is called a front. Fronts rotate in turn.
The one who just completed a front is called a last. Lasts are used for
errands that are unlikely to produce gratuities. Cleaning the lobby is a
responsibility of the last. Lasts are also assigned dead room changes, with
no chance of a gratuity, such as lockouts and moves carried out in the
guest’s absence.
 Between the font and the last, positions rotate in sequence, moving
forward in the rank as each new front is called. Each position in the
sequence should be represented by a particular post in the lobby.
One station maybe in the front door, to receive the incoming guest
 luggage, another across the lobby and a third by the elevator.
 The procedure is much less formal today. Fronts wait by the bell
stand, which is visible from the front desk/ and wait for the
summoned of the desk clerk.
ROOMING SLIP – serves as a vehicle for communication between the
front desk and both the bell person and the guest. The bell person uses
the rooming slip to better understand the guest and rooming situation.
- The slip provides the bell person with information related to the
guest’s name, the guest’s affiliation or corporate name, the room
number assigned the guest home address and city and the number
of nights reserved.
- Rooming Slip also serves as a support document to prove the bell
person’s whereabouts during a specific period in question.
- Slips have been used by the Internal Revenue Service to estimate
the average tip per front and counting the number of fronts
according to the rooming slips provides a far estimate of tip income.
Since Tips comprise the bulk of the bell department’s earnings.

HOTEL TRANSPORT SERVICES

AIRPORT PICK UP SERVICE - Before departure from the hotel:

 Concierge checks arrival list with Assistant Front Office Manager
every morning, assigns a Vehicle with a driver and prepares and
checks all equipment needed such as paging board with guest
name, luggage trolley, etc.
The Vehicle should be ready and checked for:
 Cleanliness
 Cassette tape (must be in ready position)
 Ice bucket with cold towels
 Bottle of drinking water
 Glasses
 Depart the hotel after the arrival time has been checked.
At the Airport:
 Bell Man / driver shows the paging board.
 When the guest comes to contact, repeat the guest name and
greet him with a welcoming SMILE”, Welcome to ( Name of your
city / town ) , my name is ........... from ( your Hotel Name ).
 Ask for the luggage tag from the guest and take the luggage after
the guest checks that all is correct. Bell Man/driver will lead the
guest to the car. After being comfortably seated, pour water for
guest if requested.
 Depart from airport to the hotel, Turn on the designated CD or
audio.
A CHAUFFEUR - is a person employed to drive a passenger motor
vehicle, especially a luxury vehicle such as a large sedan or limousine.
 A woman employed to drive a passenger motor vehicle is a
CHAUFFEUS.