Front office operations

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Front office operations

  1. 1. GROUP III<br />COMPETENCIESAND QUALIFICATIONSINFRONTOFFICE<br />
  2. 2. Front Office Operations<br />SUITES<br />HOTEL<br />RESORT<br />PENSSIONNE HOUSE<br />
  3. 3. Definitions: suites;hotel;resort;penssionne house <br />SUITES-a level of service provided by a hotel for a guest who desires at-home service<br />HOTEL- a commercial establishment offering lodging to travelers and sometimes to permanent residents, and often having restaurants, meeting rooms, stores, etc., that are available to the general public. <br />RESORT- a place to which people frequently or generally go for relaxation or pleasure, esp. one providing rest and recreation facilities for vacationers<br />PENSSIONNE HOUSE-a place used for relaxation or recreation, attracting visitors for holidays or vacations<br />
  4. 4. Competencies<br />it is a standardized requirement for an individual to properly perform a specific job<br />Abilities<br />Treats<br />Characteristics<br />
  5. 5. Abilities<br /><ul><li>power or capacity to do or act physically, mentally, legally, morally, financially, etc. </li></ul>Traits<br />a distinguishing characteristic or quality, esp. of one'spersonal nature<br />Characteristics<br />a distinguishing feature or quality <br />
  6. 6. QUALIFICATIONS<br />– a condition or circumstance that must be met or complied with<br />
  7. 7. General Manager<br />Authoritarian (autocratic)<br />Delegative (free reign)<br />Participative (democratic)<br />
  8. 8.
  9. 9. Physical Projection<br />1. Grooming and Hygiene<br />MALE <br /><ul><li>Hair should be cut close
  10. 10. Not spotless uniform; well ironed
  11. 11. Tidy nails
  12. 12. Guard against body odor
  13. 13. Close shave
  14. 14. Clean teeth </li></ul>FEMALE<br /><ul><li>Consider tie hair
  15. 15. Stockings
  16. 16. Light and proper make-up
  17. 17. Unexcessive jewelry</li></li></ul><li>2. Basic Etiquettes‘<br /><ul><li>Smile and attend to guest; acknowledge their presence
  18. 18. Recognized guest : use their names
  19. 19. Welcome the guest as if they in their own home </li></ul>.<br />3. EYE CONTACT<br /><ul><li>Intimidating
  20. 20. Involvement
  21. 21. Attitude
  22. 22. Skill
  23. 23. Knowledge</li></li></ul><li>4. Orderliness<br /><ul><li>Keep forms arranged
  24. 24. Pens must be in holders
  25. 25. Keep counter tops free from articles
  26. 26. Computers must always be ready
  27. 27. Designs must be all set
  28. 28. Registration form should be in order </li></ul>5. Attitude<br /><ul><li>Comes from with in
  29. 29. The enthusiasm of taking his or her wok
  30. 30. Cooperative
  31. 31. Initiative
  32. 32. Salesmanship
  33. 33. honesty</li></li></ul><li>Self discipline<br /><ul><li>Updates oneself continuously with the house rules and regulation
  34. 34. Proper behavior brings reputation to your self, recognition and better person
  35. 35. Amend mistakes immediately
  36. 36. Improve skills </li></ul>Courtesy<br /><ul><li>Should be inherit in one`s nature and a sign of one`s desire</li></ul>Mental state of mind <br />
  37. 37. Corporate Owner<br />Exec. Secretary<br />General Manager<br />Controller<br />Clerks<br />Assistant General Manager<br />Secretary manager<br />Gift Shop Manager<br />Advertising Directory<br />Marketing and Sales Director<br />Plant Engineer<br />Garage Manager<br />Human Resource Manager<br />Recreation Director<br />P.M. Crew Leader<br />A.M. Crew Leader<br />Attendant<br />Staff <br />Guard <br />Admin. Administrator<br />Conference Sales Director<br />Corporate Sales Director<br />Lifeguard <br />Crew<br />Crew<br />Attendant <br />Banquet Sales Director<br />Exec . Housekeeping <br />Ass. Sales Mgr<br />Front Office Manager<br />Asst. Housekeeping<br />Asst. Front office Manager<br />Concierge<br />Laundry Supervisor<br />Reservation Manager<br />Guest Room Supervisor<br />Bell Captain<br />Desk Clerk<br />Switchboard<br />Maids<br />Housemen<br />Night auditor<br />Attendant<br />Floor Spv.<br />Housemen<br />Maids<br />
  38. 38. Food and Beverage Director<br />ASST. Food and Beverage Mgr.<br />Bar Mgr.<br />Steward <br />Banquet Manager<br />Dining Room Supervisor<br />Exec. Chef<br />Wait Staff<br />Bartender <br />Sous Chef<br />Asst. Banquet Mgr<br />A. M. Shift Supv.<br />P. M. Shift Supv.<br />Pastry <br />Garde-manger<br />Asst.<br />Host<br />Host <br />Asst.<br />Wait Staff<br />Setup Crew<br />Cashier<br />Cashier <br />Asst. Cooks<br />Bar Staff<br />Wait Staff<br />Wait Staff<br />Sanitation Crew<br />Bus Staff<br />Bus Staff<br />Room Service<br />Room Service<br />
  39. 39. Front Office Manager<br /> Secretary<br />Front Office Manager<br />Assistant Manager<br />Guest Relation Officer<br />Telephone Supervisor<br />Reception Supervisor<br />ReservationManager<br />Chief Concierge<br />Airport Supervisor<br />Assistant Chief Concierge<br />Assistant Reception Supervisor<br />Reservation Supervisor<br />Assistant Telephone Supervisor<br />Reservation Clerk<br />Senior Reception<br />Telephone Operator<br />Airport Representative<br />Concierge<br />Valet<br />Parking<br />attendant<br />Reception<br />Bell Boy<br />FRONT OFFICE ORGANIZATIONAL CHART<br />
  40. 40. Corporate Owner<br />General Manager<br />Assistant General Manager<br />Front Office Manger<br />Telephone Operator<br />Concierge <br />Night Auditor<br />Reservations Manger<br />Desk Clerk<br />Front Office<br />
  41. 41. Corporate Owner<br />General Manager<br />Housekeeper <br />Controller <br />Maintenance/Groundskeeper<br />Front Office Manager<br />Maids <br />Night Manager<br />Restaurant Manager<br />Housemen <br />Pool Mgr<br />Host <br />Cook <br />Desk Clerk<br />Wait Staff<br />Pantry<br />Bus Staff<br />Dishwasher <br />Full Service Hotel<br />
  42. 42. Small limited-serving lodge<br />Corporate owner <br />Front Office Manager<br />Housekeeper <br />General Manager<br />Housemen <br />Maids <br />Desk Clerk<br />Night Auditor<br />Maintenance Manager<br />
  43. 43. Standard Size Hotel<br />Corporate Owner<br />General Manager<br />Front Office Manager<br />Desk Clerk<br />Night Auditor<br />
  44. 44. Front Office Manager<br /> Secretary<br />Front Office Manager<br />(Guest Relation Officer)<br />Telephone Supervisor<br />Reception Supervisor<br />ReservationManager<br />Concierge<br />Assistant Reception Supervisor<br />Reservation Supervisor<br />Assistant Telephone Supervisor<br />Pensioned House<br />
  45. 45. Front Office Manager<br /> Secretary<br />Front Office Manager<br />Assistant Manager<br />Guest Relation Officer<br />Telephone Supervisor<br />Reception Supervisor<br />ReservationManager<br />Chief Concierge<br />Airport Supervisor<br />Assistant Chief Concierge<br />Assistant Reception Supervisor<br />Reservation Supervisor<br />Assistant Telephone Supervisor<br />Reservation Clerk<br />Senior Reception<br />Telephone Operator<br />Airport Representative<br />Concierge<br />Valet<br />Parking<br />attendant<br />Reception<br />Bell Boy<br />Resort <br />
  46. 46. SUITES (deluxe)<br />. Rooms & Suites<br /> Shangri-La's Mactan Resort and Spa offers a selection of room types which feature a range of amenities in addition to a level of service that goes the extra distance. It is this Shangri-La standard for service excellence that separates Shangri-La's Mactan Resort and Spa from other Cebu resorts.<br />
  47. 47. Imperial Palace<br />
  48. 48. Hotels (first class)<br />Rating - <br />
  49. 49. Resort (standard, deluxe,first class economy)<br />
  50. 50.
  51. 51.
  52. 52. Build a database I: Design tables for a new Access database<br />
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