Front Office Operation

1. Front Office Operations
DELIVERING
EXCELLENCE SERVICE
Session 2

2. Standard Operating Procedure :
Telephone Operator

3. These slides have been adapted from:
Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1st Books Library. Upper Saddle River, New
Jersey. ISBN:0131700693
Acknowledgement

4. LO 2 : Recognize the Standard Operating
Procedure in Front Office Department.
Learning Objectives

5. FRONT
OFFICE
CREDO
VALUE :
• The relationship between the quality and
price of the product or service.
SERVICE
• Help guests by addressing their wants and
needs with respect and dignity in a timely
manner.
QUALITY
• Consistent delivery of products and services
according to expected standards.

6. FRONT
OFFICE
CREDO
RECOGNIZING BASIC
CONCERNS
Businessperson Family
NEEDS  Clean room, safe
environtment,
respectful and
polite from
employees
 Clean room, safe
environtment,
respectful and
polite from
employees
WANTS High-speed
internet access in the
room
Use of business
center
Swimming pool
Babysitting services
Roll away bed

7. • A = ALPHA
• B = BETA
• C = CHARLIE
• D = DELTA
• E = ECHO
• F = FOXTROT
• G = GOLF
• H = HOTEL
• I = INDIA
• J = JULLIET
• K = KILO
• L = LONDON
• M = MAMA
• N = NOVEMBER
• O = OSCAR
• P = PAPA
• Q = QUEBEC
• R = ROMEO
• S = SIERRA
• T = TANGO
• U= ULTRA
• V = VICTOR
• W = WHISKEY
• X = X-RAY
• Y = YANKEE
• Z = ZULU
INTERNATIONAL
ALPHABET

8. Telephone Courtesy
1. Preparation
• Prior to answer a phone call, make sure that nothing is in the
mouth. Never be in a rush mode and take your breath properly.
• Get ready and take a piece of paper and pen.
• Pick up the phone within three (3) rings and keep the mouth
piece about 5 cm from the mouth, and then greeting.
2. To connect a phone call
O: Good morning, Binus Hotel. This is Melinda’s speaking. How may I
help you?
G: Could you put me through to the Restaurant, please?
O: Please wait a moment, I’ll put you through to the Restaurant.
G: Thank you.

9. 3. To connect the phone call
• O: Good morning, Binus Hotel. This is Melinda’s speaking. How may I help you?
• G: Could you put me through to the Mrs. William’s room 2708, please?
• O: May I know your name Sir?
• G: Yes, my name is Mr. Andre.
• O: One moment Mr. Andre, I’ll put you through to Mrs. William’s room.
• (Operator call the room)
• O : Mrs. William, I am transferring a call for you from Mr. Andre. Would you like to receive
the phone call?
• Mrs. William: Yes, please connect the phone for me.
• O: Is there anything else I can be of any assistance?
• Mrs. William: No, thank you.
• O : Very well Ma’am. I will transfer the phone right away
(Operator transfer the call).

10. • O: Good evening, Binus Hotel. This is Richard’s speaking. How may I help you?
• G: Yes, please connect me to Mr. Bond, room 1708
• O: May I have your name, please
• G: My name is Jonathan
• O: One moment Mr. Jonathan, I’ll put you through to the room.
(Operator calls the room)
• O: I am sorry Mr. Jonathan, apperantly Mr. Bond isn’t at his room at the moment. Would you like to
leave a message for him?
• G: Yes, please tell him, I will meet him at the coffee shop at 7AM.
• O : May I know your phone number?
• G : 0811.4567.1235
• O: Alright, your message for Mr. Bond is that you will meet him at the coffee shop at 7AM. Your phone
number is 0811.4567.1235.
Is that correct?
• G: Yes, that’s correct, thank you.
• O: Is there anything that I can help you with?
• G: No, that’s all. Thank you for your help.
• O: Thank you for calling Binus Hotel Mrs. Jonathan. We will pass the message to Mr. Bond. Have a good
day.
4. To handle a message

11. • Name and organization of the person calling
• Phone number
(including the countrey and area code if different from that of the hotel) and the extension
of the person calling.
• Day and time of the call
(If any differences in time zones).
• Subject of the message
• Specific arrangements about responsibility for subsequent phone calls
(e.g. Will the caller contact the guest again or should the guest contact the caller?)
The Important Things when handling a message:

12. 5. To handle a wake up call request
Timely wake-up calls are so important to guests that at least one hotel chain offers a
guaranteed wake-up call program to ease guest anxiety associated with oversleeping.
The guarantee of Wake-Up calls:
Guests will receive their wake-up call within five minutes of their specified time or their
stayis FREE.
Most FOMs can design an effective manual wake-up call system. Such as simply require
the recording of:
- Guests name
- Room Number
- Preferred wake-up time
Experienced FOM know that maintaining an accurate wake-up log can be as challenging
as it is important.

13. 5. To handle a wake up call request
• O: Good evening, Binus Hotel. This is Ronny’s speaking. How may I help you?
• G: Yes, I need a wake up call for tomorrow morning.
• O: May I have your name and room number, please
• G: My name is Laura Peterson from room 560.
• O: And for what time is your wake up call request Mrs. Peterson?
• G: For 6AM please.
• O: Alright Mrs. Peterson, you request a wake up call for tomorrow at 6AM for
room 560. Is that correct Mrs.Peterson?
• G: Yes, that’s all correct.
• O: Is there anything that I can help you with?
• G: No, that’s all. Thank you for your help.
• O: Thank you for calling Binus Hotel Mrs. Peterson. Have a good rest.
(Operator fills the wake up call sheet).

14. Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1st Books Library. Upper Saddle River, New Jersey.
ISBN:0131700693
References

15. Thank You
HAVE A GOOD DAY