A presentation by Dr. Ritesh Malik DIRECTOR WoodappleReception Module
Being in front office of Woodapple• It’s the most important task of our hotel. Needless to say that our hotel’s face is the front office.• The family of Woodapple is governed by the law of hard work and honesty.• Thus this module will give you a lot of insight into how you have to manage the guests.• Please stay in touch with the module. I’m sure it will be of a great help to you and ‘The Woodapple Family’.
There will be times when due to excessive work load the team members may Disrespect yourauthority; but keep in mind always that nothing should change the state of calmness in your mind..
Responsibility• Take care of the people visiting the premise.• Take care of the image of the hotel.• Take care of the check inn process.• Be a saleman to the guest visiting the hotel for bookings.• Have a courtesy code.• You’re the mainstay of Human Relations in the organisation; make sure you know how to deal with the other family members, everything in this hotel will be going through you, whether it’s the revenue, the guest contact, the complaints, the kitchen process, the purchase. Everything is dependent on
I hope you understand your VALUE and try to give your best shot at attaining perfection at what you’re supposed to do and make a name in the city for the hotel and our Woodapple Family.
Guest enters the reception Ask for the Room area incharge to evaluatethe room(WIRELESS); Stand up and start the air receive with a conditioner. Start the smile. ( make room freshner. See if sure that all the everything is working lights are on and AC is on. Ask the guest to Call kitchen relax and start the for a check inn welcome process drink
Ask the team to get the luggage from the guest and transport it toAsk the room Get the ID from the the room. guest and politely incharge to ask for the guest to excort the wait untill the process of guest to the identification is room and completed. Ask the guest to sit back and send the ID enjoy the welcomesafely to the drink and have a look at the woodapple room. library. Ask if they GIVE THE MEDIA would like to PACKAGE. Explain get any other the facilities of the hotel to the guest. facility Explain about the availed. Say property; the kitchen, the local attractions, WE ARE the room, and tell the HAPPY TO WIFI code to the guest. HELP.
The Media Package• The media package is a module for each guest containing information about the hotel(TIMELINE); the rooms; the banquet; the kitchen and the local attractions of Delhi.• This module will be kept at the reception and will be given to the guest when he checks inn.• While giving the module the guest should be explained about the facilities page by page on the module by the front office team.• And after check out the Media Package should be handed to the front office by the Room
STAND UP WISHSMILE THE GUEST ACCORDING TO ..! TIME WARM WELCOMEWELCOME I AM MANJU YOUR FRONT OFFICE TO INCHARGE AND IWOODAPPL WILL HELP YOUR CHECK INN E PROCESS
Stuart should wish Introduce the the guest. And guest with the should take astuart who will get Napkin dipped inthe welcome drink. fresh fragrance to wipe the face and feel fresh. The stuart should I hope you liked explain the guest the drink. And take about the the glass away.welcome drink and Thank you for should mention choosing that its Woodapple.‘COMPLEMETARY’
The Woodapple team wishes you a comfortable stay. And we are HAPPY TO HELP. Give the number of the Reception; Thekitchen and mobile number of The GM and My number as well and tell them that they are free to call us anytime 24*7.
• Make sure that the Room incharge is escorting the guest to the room.• Tell the guest that you would love to show the property. If they are willing they can call Reception at anytime and can ask for a tour to the property.• This tour willl include The banquet; The kitchen; The parking; The Restaurant; The office of the GM; and other rooms; if the guest is from the suite show him/her the deluxe and via versa.
Take the Guest from the Room if he has already checked inn. Tell about the lift and its specialities that it’s the most modern and has glass wall. Show the building from the front Start from theand also go through the timeline ( when did this project start and banquet. Ask the teamwhat are the salient features). And to switch on all thealso tell about the metro stations and near by local attractions. lights when on a tour. Take to the stilt area. Tell about the banquet Show the parking and precisely. explain the speciality.
Take to the Kitchen explain about the kitchen in detail.Show the office of the GM Tell about the chefs, the and tell about the key food we make, the nv and people involved in the v sections. Other details project. about the place in detail. Show the restaurant (keep inn mind that the lights Take to the should be switched onn reception area. before whereever you go.
Tell about the location; the metro; The cost of the project.On the way talk about the work we do at woodapple. All the positive points Escort the guest of the organisation the occupancy; the quality; the parties; the again to the room conferences; the food; about the and wish thechef; about the GM; the owners; give guest always and a grandiose feeling for the always say thanksorganisation and keep showing him orgher that youre very happy to work as for choosing a part of family for the woodapple. woodapple and WE’RE HAPPY TO HELP.
How to manage guests other than Room check inn’s• Always remember that who ever enters the hotel; should be treated like GOD.• He/she should be pampered like anything.• Show them the hospitality which we have.• Remember people who come into the hotel are the best MARKETING for our firm.• They will help in mouth to mouth communication.
Serve them with water( if a person for lower works) or with welcome drink if for booking purposes or a high level person, the front office staff should analyse the differenceand should give water or welcome drink depending on the person. SMILE If GM is present; Be a then let salesman him meet the guest
Make sure you get the deal• As the Front Office incharge; you should make sure that you get the rooms; as many as possible.• Be very careful that every guest is very important; everyone.
REMEMBER 1 THING YOU ARE THE MOST IMPORTANT CONNECTING LINK BETWEENTHE CUSTOMER AND THE TEAM OF WOODAPPLE; YOU’RE EFFICIENCY AND POLITENESS AND BEHAVIOUR WILL EFFECT THE IMAGE OF ‘THE WOODAPPLE FAMILY’.
Be a salesman • Another very important task of the front office team is to be the salesman when the GM is not present. Be confident and finalise the deals. Take the contact details of the guest Be confident and and assure them thatCall the GM and let take the guest on you’ll manage him talk to the the tour of the hotel everything. Intimate customer. and the file of the GM about the happy customers. customer and his contact details.
Remember 1 thing: For TheWoodapple Family every customeris important..! Each and Every.. As Director of the family I would not like even a single customer to bedissatisfied. And it’s the duty of the front office to take care of the Quality and reputation of the Woodapple family..!
Pick up the phone as soon as possibleThanks you for calling mam.. And have a good day..! And Good(time) Welcome towait for the guest to keep the Woodapple..! How may I phone before you hang up. help you..! Smile on the phone also.. Whatever is the query or service It’s a research which says the guest wants should be done that front desk officials immediately. who smile on phone getmore happy customers.
Party advances and pax costsGuest room Corporate tariff sales FRONT OFFICE
1. Your job is to take care of the financial strength of the family.1. The cash inflow; the cash outflow; the purchases; the kitchen expenses all go through a process involving you as a delta.2. Take care that there is no financial irregularity; there is no unscrupulous activity regarding money discrepancy.3. Have a look on the purchases and ask for the receipts and be on a vigil that everyone including you is handling the currency with an honest motive.4. Any one suspcious should be immediately be communicated to me.5. Regarding the guest rooms; always try to take the Advance before hand.6. And never ever be careless about money; eg. If an extra bed is put; do not forget it; don’t mishandle the minibar bills. Be very careful. Our organization is dependent on money for the survival of the woodapple family and its expansion.
Complaint and dissatisfied customer management
Communication Process DON’T PANIC; WE ANYONE ALL ARE HUMANSI SHOULD BE AND WE WILL MAKEIMMEDIATELY WHO FAILS MISTAKES..! BUTINFORMED TO THAT WILL ACCEPTANCE OF THE MISTAKE AND BEINGABOUT A NOT BE A CAREFUL IS THE BESTDISSATISFIED PART OF THE WAY TO BE HONESTCUSTOMER..! WITH YOURSELF AND FAMILY..! THE WOODAPPLE FAMILY..!
The Front Office File• Carry a file always which contains all the purposeful details of the work you do..• Also, carry a small note in the file in which you can write all the works you have to do on a particular day..
Complaint Register Analysis• Whenever you have free time; analyze the complaint register and jot down points for improvisation.• Mark till which complaint you have analyzed; so that the other team member does not waste time in screening the same complaints.• In the file have a section for communication of the complaint register to me or the GM.
Log Book• The reception should have a Log book which should be signed by the guest while leaving the hotel.• All the good or the bad things about the hotel should be written by the guest.• It will be a source of analysis and marketing for us.• Maintaining the log book is your role.
Library of the Reception• Make a list of the mibrry of the receptin and timely check that all books are present.• Make sure that the newspaper is kept always at the proper position.• Always make sure that the books kept on the table of the reception should be kept in the proper position If the position has been distorted by the guest or a visitor.
Digital Photo Frame• Timely change the photos on the digital photo frame.• As me what photos you have to show via the media.
TV and Music media• Add a pen drive to the tv and also; put soof and saxophone and english songs for the reception area..• On tv always put english channels such as discovery; bbc; cnn etc..• Put a pendrive which shows about what we do at Woodapple and who’s the woodapple family.
Analysis of the team• Keep an eye on other member of the team and report to me if any kind of depreciation of quality is tried on part of the worker.• Keep your eyes open.