Front Office Department Introduction Reception The front office - PowerPoint PPT Presentation

Front Office Department Introduction

• Reception The front office is the most visible department in a hotel and the front desk Grooming Standards for Ladies typically occupies a prominent place in the hotel’s lobby. Guests come to the front desk to register, to receive room assignments, Inquire about available services, facilities, and the city or surrounding area; and to check out.  Check in & Check out  Guest Request  Loyalty Programme  Up selling ( Rooms & BB Voucher )  Guest IN House profile  Inquires about local area  Meet & Greet the guest Controls guest credit limits 2

Concierge As Hotel concierge, you will be responsible for greeting guests, welcoming them to your facility, and assisting them throughout their stay. If you want to work as a concierge, you need to be flexible and accommodating. You have to be knowledgeable about the venue where you work and the surrounding area.  Luggage Handling  Information Desk  Transportation ( Pick Ups & Drops )  Valet Parking  Providing information about hotel & local area  Handling restaurant bookings  Events happening in Dubai  Delivering guest messages 3

Operator Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.  Calls Handling  Guest Request  C.I.D. System for the in house Guest  Listening / writing effectively to satisfying the guest complaints.  Gathering guest information / Using the guest language as you know.  Avoiding wrong impression  Screening all the calls goes to HOD’s  Updates TMS call records in daily basis.  Follow up all the Emails  Arrange the notice board for new update. 4

Business Centre It is where guest can have access, typically for a fee, to a variety of services such as typing, fax, printing, scanning, photocopying and internet access  Computer handling  Scanning  Fax  Helping reception in operation 5

TRANSPORTATION Making arrangements for your hotel transfer before you arrive. Transport of luggage and belongings Internal & External guest Transports Beach & Mall Transport for the Guest in House Out Door Caterings 6

• • • • • Health Club Provides comprehensive health and recreational facilities where guest comes and entertain and relax themselves with the exercise. Open daily from 06:00 am till 10 pm is swimming pool and 11 pm is the gym. Gymnasium Steam Sauna Swimming Pool Personal Training session for swimming classes 7

• • • • • • • • • • • Front Office Operations Open Discussion & Sharing Ideas Heart Beat Product knowledge Hotel policies procedures Discipline & organize yourself Communication & Handover 05 TH Star of the month Log Books signing by the supervisors Follow ups Daily Briefings & 10 Minutes Trainer Day to day operation 8

Front Office Departmental Chart 9

Front Office Cycle behaviour 10

GYM, STEAM, SAUNA & SWIMMING POOL TEAM Health Club Supervisor 1 swimming instructor 1 Gym Attendant 2 Life guard 11

QUESTION & ANSWER 12

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