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Hotel Front Office Series 2

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One of the critical issues is to satisfy your customer. You may achieve that goal if you help your staff to recognize their SOP in a decent way. I hope this tutorial helps tourism and hospitality educators and students to not widen the gap between the industry and the curriculum.

Published in: Business
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Hotel Front Office Series 2

  1. 1.   Dr. Karam Gomaa Zaki 4 March 2015
  2. 2. Assignment  Summarize the Check-out steps from the last video from your point of view?  2 points from the 30 points of your tips box. Grab the bargain….hurry up.
  3. 3.  Check -out.  The How To’s Defined.  How To’sin Check inout.  GuestCycle
  4. 4. ACTION OF SEQUENCE • Greet all guests, “good morning, afternoon, evening”, use name when known/ ask for room number. • Ask about stay, and verify name to the room number • Ask if there are any recent charges incurred, e.g., breakfast, and private bar. • Offer luggage pick up and transportation assistance (Limousine service) Or if car to be brought to hotel entrance • Presenting the account for review and offering an explanation of the folio • Confirm method of payment. • Finalise account and give the guest a copy. • Confirming departure time and assure the validity of room key card, collecting room keys and safe deposit key (if applicable), explaining the late charge procedure (if applicable). • Offer to make future reservations (regular guest) • Doing the utmost to ensure that the guest departs satisfied. • Wish the guest a safe and pleasant journey and offer an expression of a return visit, escorting guest to the limousine.
  5. 5. Our working definition of How To’s of Guest Service is the specific method for completing every task in each department.
  6. 6.  TASK # 1: Offering a Genuine Greeting using the guest’s surname  STANDARD: An approaching guest is greeted immediately (i.e. once they step onto our view) and a waiting guest is acknowledged immediately. A waiting guest should not wait in the Reception line longer than 30 seconds. A guest’s name is to be used at least for 3 times during the check-in process, which takes 4 minutes in total (including waiting time). Check in should take only 4 minutes.
  7. 7.  PROCEDURE:  Immediately as the guest approaches the desk (i.e. once they step onto our view), look up and establish eye contact.  Offer a warm, sincere, professional greeting such as “Good Morning, Afternoon, Evening” and “Welcome to the Four Seasons”.  Whenever possible, use the guest’s surname, and, if a return guest, indicated by welcoming them BACK to the hotel. E.g. “It’s a pleasure having you back again Mr. Smith / Welcome back Mr. Smith” A guest’s surname should be used at least 3 times during the check-in process.  If all receptionists are busy and guests are waiting, acknowledge them immediately. Establish eye contact, smile and say that someone will assist them in a moment. A guest should not wait in the reception line longer than 30 Seconds. Call for assistance if needed from the Back Office/ use the crunch option.  Engage the guest in casual conversation during check-in.
  8. 8.  TASK# 1 OFFERING A SINCERE GREETING BEFORE THE GUEST APPROACHES THE DESK .  STANDARD: An approaching guest is greeted immediately (i.e. once they step in to Your view), and a waiting guest acknowledged immediately. A waiting guest should not wait in the cashier line longer than 30 seconds without being acknowledged. A guest’s name is to be used a minimum of two times during the check-out process. The check-out time should take only 4 minutes.
  9. 9.  PROCEDURE:  Greet the guest with a sincere greeting before the guest reaches the desk. Use the guest’s surname when known. Always use a professional greeting .  Make eye contact. Stop what you are doing and give full attention to the guest.  If all cashiers are busy and a guest is waiting, acknowledge them immediately. Establish eye contact, smile and say that someone will assist them in a moment. A guest should not wait in the cashier line longer than 30 seconds.  Engage the guest in polite conversation during the check-out.
  10. 10. The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest cycle encompasses 4 different stages. Each stage of the guest cycle is associated guest service, and guest accounting activity
  11. 11. GUEST CYCLE 4 STAGES PRE-ARRIVAL ARRIVAL Occupancy DEPARTUR E
  12. 12. 1. Guest services: Reservation  Registration  Occupancy services  Check-out and history 2. Guest Accounting: Establishment of credits  Posting charges  Night auditing  settlement of accounts
  13. 13. PRE-ARRIVAL * Reservations ARRIVAL * Registration * Room assignment * Issuance of room key * Baggage handling
  14. 14.  OCCUPANCY * Mail and message handling * Maintenance of guest account * Paging and travel assistance * Safe deposit, currency exchange  DEPARTURE * Preparing the guest bill * Settlement of guest account * Transportation * Future reservation

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