Diduknow : HOTEL FRONT OFFICE - highly in demand occupation in Hotels worldwide.

FRONT OFFICE JOBS in Hotels

Hotel Front Office jobs

EXCELLENCE IN HOSPITALITY

The front office is the nerve center or hub of a hotel. It is the department that makes the first and last impression on the guests, and the place that guests approach for information and service throughout their stays.

The primary function of the front office is that of a facilitator between the guest and other departments of the hotel. Another job of Front office desk is also to support and help in providing services to the guests. The number of interactions and transactions between the guest and the hotel during a guest stay, determine the type and nature of front office operations.

FUNCTIONS AREA OF OPERATIONS

1. Sell guest rooms

• Accept reservations Handle walk-ins

• Perform the registration process

2. Provide information on hotel services

• Concerning internal hotel operations

• About external events and locations

3. Coordinate guest services

• Liaison between front and back-of-the-house areas

• Handle guest problems and complaints

4. Chart room status reports

• Coordinate room sales and housekeeping: occupied status On-change status, out-of-order status

5. Maintaining guest accounts

• Construction of folio and account

• Posting to folios (updating) Supervision of credit levels Documentation of guest’s transactions

6. Settlement of guest accounts

• Preparation of guest statement Reconciliation of folio Perform the checkout procedure

7. Construct guest history file

• Record the guest’s personal data for future references

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When listening to an upset guest:

1. Remain centered: Focus on your breathing, maintain eye contact and continue to listen to what is being said. When guests are upset, they are looking to resolve a problem. Allow them to vent.

2. Take ownership and offer your assistance: How does it feel to be in the guest’s shoes? What needs

does he/she have that are not being met? Example: “I can understand why you are frustrated that your room is not ready. Please let me see what I can do to resolve the problem.”

3. Ask probing questions: Continue to ask questions to understand what the guest is trying to say and to reassure the guest that he/she is being heard. Clarify the guest’s needs, and get more information to solve the problem: “Do you mean …?” or “Did I understand you to say …?”

4. Remain calm: Don’t feel incompetent, angry or nervous if the guest is overreacting. The guest has a right to express his/her feelings. This is not a personal attack on you. Don’t join the participant in an argument. Don’t tell guests to calm down, as this often makes them angrier. Continue to listen and maintain eye contact.

5. Summarize and apologize: “You wanted the food cooked without butter.” “You’d like extra towels in your room.” Apologize to them and take ownership of the problem. Assure them that you understand that this has been a mistake on the part of the hotel.

6. What will resolve situation? Explain how you will take care of this. Do you need to refer them to another department? Communicate this in an assuring and genuine tone.

7. Do not take it personally: Do not carry any negative experiences home with you. Leave the situation in the past.

IDENTIFY AND ATTEND TO CUSTOMER NEEDS

DELIVER SERVICE TO CUSTOMERS

Inquiry about Reservation

After the front desk clerk has welcomed the guest, he or she asks if a reservation has been placed. If the guest responds affirmatively, the reservation is retrieved (called up on the computer). If the guest is a walk-in, the front desk clerk must check the availability of accommodations. If accommodations are available, the next step is to complete the registration card.

Meeting Guest Requests

Guests’ needs usually include bed requirements, room location, floor plan arrangements, ancillary equipment, rooms designed and equipped for special needs, immediate availability, and price. If the guest has a reservation, the room selection will be blocked prior to the guest’s arrival. The walk-in guest presents opportunities to the front desk clerk to optimize a sale and meet the needs of the guest. Opportunities to sell are discussed later in this section.

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HANDLE INQUIRIES

INFORMATION BOOK

Front office personnel need to respond knowledgeably to guest requests for information.

Common guest questions may include:

• Can you recommend a nearby restaurant?

• Can you call a taxi for me?

• Where’s the nearest shopping center, drugstore?

• Where is the nearest church?

• Where is the theater from here?

• When is check-out time?

• How do I get to the museum, the library?

• What recreational facilities are available in the hotel, near the hotel?

• When is opening time of your restaurant for breakfast?

HANDLE COMPLAINTS

SIX STEPS IN HANDLING GUEST COMPLAINTS

In dealing with guest’s complaints, there are several steps to follow:

1. Addressing the guest

2. Giving attention

3. Determining the solution options

4. Finding answers

5. Taking action

6. Checking up

COMMUNICATE WITH CUSTOMERS AND COLLEAGUES

THE FRONT OFFICE INTERACTION WITH OTHER DEPARTMENTS OF THE HOTEL

The front office staff interacts with all departments of the hotel, including marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security,

and human resources. These departments view the front office as a communication liaison in providing guest services. Each of the departments has a unique communication link with the front office staff. The front office in any type of lodging property provides the face and voice of hospitality for the organization around the clock. Guests are most likely to approach the front office staff for connections to staff in other departments. As you review the following lodging facility departments, try to grasp the role of the front office in communication with each. The front office is a clearinghouse for communication activities. The members of the front office team must know to whom they can direct guest inquiries for assistance. They learn this by means of a thorough training program in in-house policy and procedures and a constant concern for providing hospitality to the guest.

PROVIDING INFORMATION TO GUESTS

• The Information Clerk should know all the hotel facilities.

• Should know the hotel key staff: name, department, telephone NO. room NO.

• Should know the special “function” for the day.

• Other hotels information.

• Should know the local travel agencies.

• Should know some local information such as : hospitals, foreign affair offices, public security bureau, tourist, etc.

If you cannot provide what the guest asks for, try to find it out or ask your Supervisor to help and make sure you give the guest right information.

Did U know blogs

In demand occupations in Hotel Industry.

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