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  • 1. CHAPTER 3
  • 2. Perform appropriate communication techniques with guests and colleagues.  Display appropriate self-personality  Exhibit positive first impression  Practise effective verbal and non-verbal communication  Carry out effective giving directions to guest and colleagues  Apply appropriate sales techniques to maximum revenue
  • 3. Practise effective telephone handling competencies.  Apply telephone technical procedures  Perform proper phone greeting  Adhere to phone communication etiquette Make use of information sources effectively  Brochure  Schedule  Telephone list  Others
  • 4. Use contemporary technology devices in front office operation.  Property management System (PMS)  Computer Reservation System (CRS)  Cash Register  Internet
  • 5.  To be a good staff in frontline, we should have an important skills and techniques in interacting with guest and colleagues  There are important skill and technique that should be apply by the front line’s staffs. The skill are a) Good self-personality b) Positive first impression c) Effective verbal and non-verbal communication d) Effective in giving direction e) Appropriate sales techniques
  • 6.  The front line’s staff should have a good personality  It is important to build a good relationship with the guest  It is also to give a good image to the hotel  To have a good self personality, the staff have to: a) maintain their self image – smile always b) manage his personal grooming c) concerns to the personal hygiene
  • 7.  Tips for Male Front Office staff a) Hair should be cut close b) The uniform should be spotless and well- ironed c) Nails should be well-manicured d) must used deodorant and perfume e) shoes must always polish f) a close shave is necessary g) avoid bad breath
  • 8.  Tips for the female front office staff a) long hair should be tied up in a neat and tidy bun or pony tail b) Flat shoes with sturdy heels are advisable c) stocking should always be clean d) use light make-up to project a professional working image e) Excessive jewellery should be avoided f) Fresh light fragrance is preferable g) uniform must be clean and well-ironed
  • 9.  The first sight or perspective or evaluation of the customer or people towards us at the first time we meet.  It is based to your appearance, your body language, your demeanor, and etc.  The perception maybe right, maybe wrong  It has been saying that “first impression is the last impression”.  So why not you take the chance to impress your guest at the very first contact.
  • 10.  The first impression happens to a person who encounters new experiences such as a guest who has just walked into the hotel at the first time.  Guest will be evaluates the hotel through the service that he receive, the overall appearance of the front office staff, and the lobby.  It happens at the first few minutes when he arrives at the hotel.  A clean lobby will conclude a clean rooms.
  • 11. Hotels’ staff  Easily to build a trust to the guest  Guest will be like you - fell friendly  Easy to cope with the guest – no fussy Hotel  Built a good image for the hotel  Can produce a good mouth to mouth  Makes guest think positive about the hotel  It conclude the overall service at the hotel
  • 12.  Communication is a process of sending message from one person (sender) to another (receiver) with the use of medium.  There are two types of communication: a) verbal communication b) non-verbal communication  Both types will influence the way we communicate with guest SENDER RECEIVER FEEDBACK MESSAGE
  • 13. VERBAL COMMUNICATION NON VERBAL COMMUNICATION  We explain to the guest about the hotel facilities, room rates and etc.  We present our body language through body movement, facial expression, etc READING WRITING TALKING VERBAL cry sad
  • 14. The seven Cs of the effective communication 1) Completeness 2) Conciseness 3) Consideration 4) Concreteness 5) Clarity 6) Courtesy 7) Correctness
  • 15.  Guest who come to the hotel, normally visit the place for the first time.  In order to find out the interesting place, guest need to ask somebody to get a direction.  So, the role of front office staff especially concierge to have a skills in giving directions.  The front office staff must have an extensive knowledge about the places inside and outside the hotel.
  • 16. a) Starting point b) State the duration c) State the distance d) State all the names of the road e) Use simple direction methods f) Use land marks g) Provide map h) Direction inside the hotel
  • 17.  The main revenue for the hotel is selling the rooms. It is followed by the facilities provided in the hotel.  Guest, who wanted to reserve the rooms, booking the facilities, ordering food and beverages for events and function will be contact with the front office staff.  This is why the front office staff needs to have a salesmanship skills to maximizing the hotel revenue.
  • 18. How to maximizing the hotel revenue? Discuss with your friends and give an opinion to maximizing the hotel revenue
  • 19. There are FIVE (5) guideline that must be followed by the front office staff to maximizing the hotel revenue. a) Know your product. b) Know your guest. c) Confident. d) Communicate effectively. e) Up-selling technique.
  • 20. 1. Be prepared Always be ready to answer phone calls by having a pencil and paper with you for writing information and taking messages. 2. Answer Promptly Answer the calls by the third ring. 3.Use proper identification Introduce yourself to the caller. By introducing yourself, the caller becomes more comfortable because it shows respect to the caller.
  • 21. 4. Speaking at the right tone Using various tones can make the conversation interesting. Do not speak loudly or shout when handling phone calls. 5. End phone calls courteously Always appreciate the caller by saying thank you. Offer further assistance when ending the call.
  • 22. 1. Internal calls  Internal call is a call within the hotel. Internal calls consist of calls from staff between departments.  For example housekeeping department staff making phone calls to front office department. Phone calls from guests are also part of the internal calls.  Treat staff and guests equally when handling their phone calls.  Example: Thank you for calling front office, how may I help you?
  • 23. 2. External calls  External call is a call from outside the hotel. An external call consists of calls from potential guests who want to know more about the hotel. This is a very important call because the decision whether potential guests want to make reservation with the hotel depends on how the hotel staff treats the caller.  Example: Good Morning. Thank you for calling Shangri-La hotel. How may I help you?
  • 24. 3. Transferring calls  Transferring phone calls happens when a caller wants to speak with the person from other departments or guest in another room. Operator must memorize all the extensions of every department in the hotel so that the transferring can be carried out easily.  Example: Hold on please, I will transfer you to Mr.____ in the ______ department or room now
  • 25. 4. To put a call on hold When the line is engaged, the operator must ask the caller whether he wants to leave a message, or wait until the line is no longer busy. Make sure the caller does not wait for a long time. Check every 30 seconds and offer to take down the message if the caller refuses to wait any longer Example: I am sorry the line is busy, do you want to be on hold or can I take any messages?
  • 26. 4. To end calls  When ending phone calls, politely express your appreciation for the call. Do not forget to offer further assistance.  Example: Thank you for calling. Is there anything else that I can help you with?
  • 27.  Ask the caller, "To whom am I speaking?“  Avoid unnecessary jargon and acronyms in your conversations.  Use the caller’s name in your conversation.  Practice good listening skills.  Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.  Return calls promptly that have been left on voice mail  Learn how to handle several callers simultaneously with ease and grace
  • 28.  Before placing a caller on hold, ask their permission first and thank them  It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.  Do not forget to return the call as you promised.  Do not permit the phone to ring into the office more than three times.  Always use a pleasant, congenial and friendly tone.
  • 29.  Never interrupt the person while he/she is talking to you.  Never engage in an argument with a caller.  Do not handle an unhappy caller's concern openly at the check-in and check-out desk.  Do not make it a habit of receiving personal calls at work.  Do not answer the phone if you are eating or chewing gum.
  • 30. o Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call. o Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call. o Do not ever leave a message with someone else or on voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."
  • 31.  Always make collection calls in private and away from the patient flow or public areas. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.  When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently. It is recommended a remote, handless headset for the business staff. They are wonderful.
  • 32.  When you take a call, turn away from your computer, desk, and other work. Don’t allow other distractions to take your attention away from the caller.  Always have something available to write with  Answer calls by the second or third ring.  Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.
  • 33. Information sources is important  Brochure It is a pamphlet used as a source of information in a hotel. Normally brochure could be found at the front desk or in guestrooms. A brochure with a photograph of a room can be very useful to the front office staff when selling rooms.  Schedule Schedule of events provides information about events happening in the hotel. It is also known as events of the day.
  • 34. Information sources is:  Telephone list Telephone list is an extensions of every department in a hotel. Hotel’s telephone operators need to memorize all the extensions in the hotel.  World Wide Web (WWW) System of interlinked hypertext documents accessed via the Internet. With a web browser, guest can view web pages that may contain text, images, videos, and other multimedia and navigate of the hotel between them via hyperlinks.
  • 35. FRONT OFFICE TECHNOLOGY DEVICES Computer Reservation System (CMS) Internet Cash Register Property management System (PMS)
  • 36.  Computer systems differ from hotel to hotel.  This is known as the property management system (PMS).  It contains a set of computer software packages that supports a variety of front and back of the house activities.  By using PMS, information is made available more quickly and current. Reservation staff can do forecasting more accurately.
  • 37.  For front desk staff, a guest’s history is easier to obtain and also it enhances direct and up to date guest billing.  One of the advantages of PMS is that housekeeping can be linked to the system so that when rooms have been serviced or vacant, this information is readily available to front office department.  Communication within all departments in the hotel is much smoother with PMS. It allows two-way communication between departments in a hotel.
  • 38.  Central reservation system or computer reservation system is a computer based reservation system  Enables guest to make reservation in any of the participating lodging properties at any destination  Typically deals with direct guests, travel agent, corporate bookers etc.  Operates 24 hours a day  Normally equip with telephone, fax machine
  • 39.  Can ensure confirmed reservation at all cities for the guest  Helps a guests get information and room availability status for all group hotels and to plan their itinerary in one toll free or email to make reservation  Have 2 types: a) affiliated system b) non-affiliated sysytem
  • 40. Affiliated system Non-affiliated system  All the participating hotel units belong to the same chain or group  Example :  Holidex by Holiday Inn Hotels, Image by Hyatt Hotel ITT by Sheraton  Subscription-based system, designed to connect independent or non chain properties  Examples:  Leading Hotels of the World (LHW)  Small Luxury Hotel of the World (SLH)
  • 41.  Cash register is used to record cash transactions and maintain cash balances.  It can be interconnected with a front office computer system to provide more control over financial transactions and folio handling.  Printing devices for sales receipts and imprinted voucher might also be included with most cash registers. Front office cashier is responsible for its operation.
  • 42.  The Internet is a global system of interconnected computer networks that use the standard Internet Protocol Suite (TCP/IP) to serve billions of users worldwide.  It is a network of networks that consists of millions of private, public, academic, business, and government networks, of local to global scope, that are linked by a broad array of electronic and optical networking technologies.
  • 43.  The Internet carries a vast range of information resources and services, such as the inter-linked hypertext documents of the World Wide Web (WWW) and the infrastructure to support electronic mail.  The guides and descriptions of the hotel in the Internet can build an image of the hotel.