Front office lecture

1. CHAPTER 8
PROVIDE CLUB
Reception
Services

2. INTRODUCTION
A receptionist is the first person to come in contact with
guests during their arrival period, he/she is an vital bearers of the
hotel's image. The essential function is to receive guests and
answer queries to the guests' needs.
And such one of the responsibilities of the receptionist is to
introduce and to sell the different products and services of the
hotel.
Hence, this Lecture notes will introduce you to an in-depth
discussion of the following lessons:
• Required Skills and Knowledge.
• Standard Procedure in Answering the telephone.

3. Providing Club Reception Services
Club Membership:
- is an organization that allows guests to offer membership
to a particular establishment. This membership involves
connecting people and to avail also exceptional services and
products that the hotel has.
Many hotels offer loyalty programs. As part of this
membership, you can avail the corresponding points, and can
be redeem for upgrades, dining, and car services and other
hotel services.

4. Are you being rewarded for the loyalty cards? Here are the rules
and regulations for Club members:
• Membership in, Club is open to anyone (except minors)
• The Club office reserves the right to refuse membership in the
Club in their own right and decision.
• Using of card is only restricted to the owner of card holder.
• Discounts and other special privileges the card entitle the
bearer to may not use in combination with other discounts.
• The making must be given when making reservations
• Please present the card when checking in, when paying food or
drinks to gain points.
• In case of loss, please inform the Club organization office
• Membership will be terminated if the card holder causes
disturbances or physical damage or injury to the hotel.
•Membership will be terminated if the card is misused.

5. Standard Procedure in Answering the
Telephone
Call Management:
Proper call management must learn the proper
etiquette on how to use the phone. The phone call
is the first avenue for any hotel. The phone
remains the dominant method of making a
reservation. The agent must have a excellent
speaking voice and know how to speak fluently.

6. DONT SAY DO DAY
I don't know I'll be happy to check on that for you.
We are oversold We are sold to capacity.
I can't confirm a king bedroom. I would be happy to request a king
bedroom for you.
This computer system is new, and I don't
know it well.
My computer is down right now, and
please bear with me.
We still have many rooms available. We are filling up, but I am confident we
have a room for you.
BYE Thank you for calling the __ hotel.
A quality call results when the agent delivered the
communication well. There are specific rules to follow to ensure a
quality call.

7. Telephone Manners for Telephone Operators and
Front Liners:
The telephone is a tool element in the communication system of
any hotel.
In large hotels, the telephone exchange is separated and
created to handle all
transactions with all incoming and outgoing calls.
Phone operators do not have contact face to face to guests.
But on the other hand, agent can also build or can destroy the
image of the hotel, if the agent is rude, harsh, and not friendly the
way they approach guests. Telephone manners in the switchboard
need extra careful in dealing with telephone manners.

8. 1. The essential ingredients for a pleasing voice personality are:
• VOICE- should properly well-modulated, the tone is not harsh but calm and
sound gracious and friendly.
• CORRPHRASEOLOGY-must must observed, courteouphrasesMANNER-
considerate.
• MANNER- considerate considerate, interested, attentive, accommodating.
• PROPER TELEPHONE USAGE- for efficiency and accuracy.
2. Use a slightly rising inflection when making a statement.
3. All incoming calls must be answered by using:
____ hotel, Good moming/ afternoon/ evening.
Never say:
"Hello "Calls from the house phone or from the guestrooms should be answered.
"Operator, may I help you?" or housekeeping department, how may I help you?"

9. 4. Always be ready with you your pad and pencil for noting down
important messages.
5. When the phone rings, grab a paper and pencil and carefully take
down messages or notes.
6. After the caller has relayed his inquiry or request, read back or
repeat to him the notes that you have written
7. Answer the calls promptly as possible.
8. Lift the receiver only when you ready to talk.
9. Be tactful when screening calls. To transfer call to a guestroom or
office,
you must:
A. First, ask the name of the caller.
Instead of,
"Who's this?" or Who's, calling?"
Tell the caller,
"May I know who's calling, please" or May I tell him who's calling
please?"

10. B. Check with the caller if he/she knows the guests' room number. If not, refer to
the information rack for referral.
Example: Tell the caller Just a moment. I'll connect you now"
Note: Part of the secunty measures is to check the guest if they know the caller and
if they want to receive a call
Example: "Thank you for waiting Ms._____ the line will now be connected to
Mrs______.
Note: if the guest is not responding, say:
I am sony Ms no answers in the room of Mrs. Would you like to leave a message?"
Note: The guest room number should not give to the caller. (it's confidential)
10. While talking with someone and your phone rings, excuse yourself for a while
and answer the other call promptly.
Example: "Excuse me sirf ma'am, I'll just answer the other line." or "Sir/ma'am,
excuse me for a moment, I need to answer to the other line.

11. 11. Maintain friendly and accomodating conversations with guests.
- Be friendly but not over-familiar or too casual.
12. Speak clearly and distinctly.
- speak in a properly calm tone. Be sure when you speak the distance
between the mouth to the phone must 1/2 inch.
13. When you leave your desk, leave a note or message as to whereabouts.
14. Be helpful and accommodating
15. In dealing with callers:
✔️Be attentive.
✔️Never interrupt while other is speaking.
✔️Avoid slang words like "yeah".
✔️Speak in the language you are addressed.
✔️Be friendly but business-like.
16. If you cannot help the caller with some information. Example: "I'm sorry I
don't have this information; May transfer you to...

12. "They will be in a position to give you the information you need."
17. Do not make anyone wait.
Example: "Sorry, sirl ma'am, but the information will take longer to
obtain. Is it okay to leave me your number and I will call you back?"
18. Keep conversation pleasant but brief.
19. While inside the telephone exchange, the conversation should be
limited.
Private calls are not allowed.
20. Never leave the switchboard unattended.
21. Never listen to private conversations.
Club Reception Service - in a hotel is a service (w/ benefits)
designated for members the hotels club or VIP service.

13. What are the required skills and knowledge needed
in the receptionists?
• High level of communication and customer service skills
• Literacy skills to read documents about to club
membership cards, I'd cards. proof of age cards etc...
• Skills to calculate and explain membership costs.
• Standard Procedure in Answering the Telephone:
• All calls must answer within three rings.
• All calls must answer with a greeting to include:

14. Standard Procedure in Answering the Telephone:
• All calls must answer within three rings.
• All calls must answer with a greeting to include:
1. Appropriate time of day.
2. State the hotel name or department.
3. The associate's name
4. Offer of assistance.
Or:
1. Thank the guest for calling.
2. Include the name of hotel.
3. The associate's name.

15. Additional Hints:
• Familiarize yourself on how to operate every
feature of your telephone equipment.
• Be sure that you have your pen and pad before
you pick up the phone.
• Be ready with all vital information about the
hotel.
• Smile into the telephone when you speak.
• Be a good listener to your caller.
• Avoid talking to somebody when you at the
telephone.
• Be attentive at all times. Answer the phone
promptly.

16. THANK YOU.
GOD BLESS
EVERYONE!