201108 Front Office Manual(1)

ManualFront Office All students Last Updated: 27/08/2011

Manual

Table of Contents

1. INTRODUCTION ............................................................................................................................................ 3

1.1 Practical instructors (P.I.) front office .................................................................................................... 4

1.2 Preparation ............................................................................................................................................. 4

2. HOSPITALITY ................................................................................................................................................. 6

2.1. Hospitality Statement for 1st

year students .......................................................................................... 6

2.2 Guest expectations ........................................................................................................................... 6

2.3 The moment of truth ........................................................................................................................ 6

2.4 Adding value to the service .............................................................................................................. 7

2.5 The final impression ............................................................................................................................... 7

2.6 The art of hospitality .............................................................................................................................. 7

2.7 Professional appearance (Important) ..................................................................................................... 7

2.8 Consequences of offering service ........................................................................................................... 8

3. ALLROUND INFORMATION STENDEN UNIVERSITY HOTEL ............................................................................... 9

3.1. Restaurant .NL ....................................................................................................................................... 9

3.2 Bar.NL ..................................................................................................................................................... 9

3.3. Convention rooms ................................................................................................................................. 9

3.4. The reservation department ................................................................................................................. 9

4. PROGRAM 1st

YEAR STUDENTS ....................................................................................................................... 11

4.1 Overview of your 4 days of practice ..................................................................................................... 11

4.2 The assignments ................................................................................................................................... 11

4.3 The assessment criteria – 1st

years ....................................................................................................... 12

5. PROGRAM 2nd

YEAR STUDENTS ...................................................................................................................... 13

5.1 Practical learning objectives front office - supervisors ........................................................................ 13

5.2 The assessment criteria - supervisors ................................................................................................... 14

5.3 The supervisor duties ............................................................................................................................... 15

6. TRAINING GUIDELINES .................................................................................................................................... 19

6.1. Tips for giving instructions ................................................................................................................... 19

6.2. Tips for giving feedback according to the I, I, YOU- system ................................................................ 20

6.3. Tips for receiving feedback .................................................................................................................. 20

APPENDIX 1 ......................................................................................................................................................... 21

APPENDIX 2 – Daily planning .............................................................................................................................. 22

APPENDIX 3 – Start-up day supervisors .............................................................................................................. 23

1. INTRODUCTION

Welcome to the front office department! Welcome (back) to the front office, ladies and gentleman. You are about to start in the most diverse

department of Stenden university hotel: the front office is the heart of the hotel.

As a front office employee, you can expect any kind of question: from making a room reservation to ordering

a cab, from settling the bill to suggesting restaurants in the city centre. The Front Office is the area where the

first and last guest contact takes place. Therefore, there is a high significance of providing an exceptional

service both at the guests’ entrance and departure. The Front Office is the department where guests have to

be welcomed in a hospitable and service oriented manner. Always anticipate on to the wishes of the guest!

You may feel that the manuals look rather extensive. This is something we have done deliberately: good

preparation makes your start as a front office employee much easier. You will be familiar with the ins and

outs of the department and will also know where to find things. Read the manual carefully through a couple

of times and then use it as a reference book.

Where the manual refers to 'he' or 'him', we do of course also mean female students. We have opted for the

masculine form simply to enhance the manual's readability. We will appreciate if you have any suggestions,

tips concerning this manual.

Finally, it should go without saying that a pleasant, friendly working atmosphere is important as well as a

good co-operation, then you can learn as much as possible. Should there be any problems during your

practical module/ practice that we cannot sort out, you can contact your module coordinator.

We are looking forward to seeing you at Front office!

Practical instructors Front Office

TO BE ABLE TO TRAIN YOU, WE NEED YOU TO TAKE INITIATIVE FOR LEARNING!

During the practical training in the Front Office of Stenden university hotel you will learn about:

• Procedures and working methods of Stenden university hotel and the Front Office in general

• Registration and departure of guests (check-in and check-out)

• Financial aspects of the front office

• Hospitality

• Telephone techniques

• Handling guest complaints

• Up- and cross selling techniques

1.1 Practical instructors (P.I.) front office

• Roelien Bos P.I. Front Office [email protected]

• Kashif Mahmood P.I. Front Office [email protected]

• Jan Tekelenburg P.I. Night [email protected]

• Joke Tasma P.I. Rooms Division [email protected]

1.2 Preparation

Before you start your practice days, you should:

First year students should:

- Make a hospitality statement (see appendix 1)

- Read the code of conduct (the first choice on Blackboard when you choose ‘manuals’)

- Read this manual front office for all students

- Read the ABC manual front office (use this as a guide)

- Read the telephone manual

- Read the ‘How to prepare for your shift’

- Read the ‘Explanation of the calculations’

*The above mentioned manuals are available on Blackboard

Daily preparation instructions:

Before your shift starts you have to be prepared according to the ‘How to prepare manual’. We advise you to

come 30 minutes before your shift to make this preparation.

2nd

year students should:

- Read the code of conduct (the first choice on Blackboard when you choose ‘manuals’)

- Read this manual front office for all students

- Read the ABC manual Front office

- Read the telephone manual

- Read the ‘How to prepare for your shift’

- Read the Revenue management manual

- Read the Rooms service manual

- Read the additional chapters for supervisors in this manual

- Key card policy Manual

- Make yourself familiar with all the assignments of 1st

year.

- Orientation days (not compulsory, but recommended for the ones who want to refresh their minds).

Compulsory Fidelio training (offered each Tuesday week 1 until 8, from 19.30 until 21.00 hours). If not

attended, 4 points will be deducted from the front office score for the first week!

*The above mentioned manuals are available on Blackboard

Daily preparation instructions:

Before your shift starts you have to be prepared according to the ‘How to prepare manual’. We advise you to

come 30 minutes before your shift to make this preparation.

2. HOSPITALITY

2.1. Hospitality Statement for 1st year students

As an employee of a hotel it is important that you know about the service and responsibilities you have to

offer to our guests. With this in mind, we would like you to make your own hospitality statement with the

information provided to you in this manual.

Before your first day of practice you have to prepare your own hospitality statement (see appendix 1). Bring

it with you on your first day and hand in your statement to the front office manager.

During your practice you should apply the content of your Hospitality Statement in practice (live and role-

plays).

At the last day of your practice week, we will ask you to make a hospitality conclusion. In this conclusion we

would like to see what you have done with the information that was provided at your first day and also the

information you have obtained during the practice week.

2.2 Guest expectations

One of the most important issues in hospitality is meeting the guests’ expectations. Hospitality is a tool to

meet the guests’ expectations. Hospitality can be described as:

- Excellent social skills in a professional manner

- Make time for the guests and make them feel at home

- Friendliness

- Dedication and passion

- Styling and atmosphere

- The balance in price and quality

- Professional personal appearance of staff (ref. 2.7)

If we succeed and provide the guests with a professional and a warm atmosphere we are certain that the

guests will experience a pleasant stay. And therefore will return and better also tell friends, family and

colleagues about their experiences visiting our hotel. In other words, if we are one step ahead of the guests

throughout the process we are almost certain that we meet or even exceed their expectations.

2.3 The moment of truth

In the hospitality the first impression of the guest is also better known as “the moment of truth”. If the guest

is welcomed with a friendly smile and a warm atmosphere the guest will feel at ease.

Some examples:

- Welcoming the guest as soon as they enter the hotel (eye contact, professional language, facial

expression and greeting).

- Taking the guests coat.

- Guiding the guest (room, conference room, restaurant, bar, etc.).

- Helping with luggage.

- Clean and tidy lobby and toilets (check and correct if necessary).

- The knowledge of the staff (example: providing the breakfast times).

These aspects are of course all very logical but if they are not provided, gaps could occur between the guest

expectations and their experiences.

2.4 Adding value to the service

After the so- called moment of truth it is important to keep the guest satisfied. As a Front Office employee,

there are different ways to add value to the stay of the guest and to the hotel as a whole. As an employee

you can add value to the stay of the guest by making time for them, greeting them with a smile, providing

them with quick and proper answers, fulfilling their needs and meeting their wishes.

Try to show interest in the guests to make them feel more at home (ask if they had a pleasant day or dinner,

help finding information, etc.). Since the Front Office is the distribution point of the hotel, regarding guest

complaints and putting phone calls through to other departments, you are adding value to the hotel as a

whole.

2.5 The final impression

Just like the moment of truth, the final impression is also a very important factor in hospitality. If you provide

the guest with a professional last impression, the circle of expectations met through the experiences can be

completed. E.g. walking to the car and helping with the luggage.

2.6 The art of hospitality

Only serving guests with a professional attitude is not enough. Maybe the most important issue in the whole

process of providing a service is to keep improving yourself and the service we offer. By asking the guests

how they experienced their stay or by asking them to fill in a questionnaire, important tools are obtained

which can help improve “the art of hospitality”. By providing trainings, role-plays, appraisal talks, and

constructive feedback, the students can improve their hospitality skills.

2.7 Professional appearance (Important)

The professional appearance of employees is a very important aspect of how a guest experiences a hotel.

In the Stenden University Hotel we apply the following rules:

- Mobile telephones are not allowed in the department

- The school uniform (skirt/pants, clean and ironed college blouse, (green tie), jacket, flag and name

tag) must be worn at all times when you are doing practice at this department

- Polished black shoes: trainers, boots, platform shoes, open toes/heels, buckles etc. are not allowed!

- Dark socks without prints for men

- Badge and flag on left side of blouse/jacket (flag next to the name tag)

- Only skin-coloured nylons for women( Hazel 15 denier)

- Gentlemen no earrings and women only one pair (small)

- Female students with long hair have to tie it up

- Gentlemen no long hair, it may not be over the collar of the shirt.

- Gentlemen daily shaved

- No chewing gum or sweets.

- No excessive jewellery or make-up, or visible (tong) piercing and tattoos

- No bracelets and only one watch

- Only 1 ring per hand

- No extreme hair colour and/or nail polish

Be friendly

Greet the guest, smile, keep eye contact and approach the guest in a friendly manner (be proactive).

Be polite

Give the guest your undivided attention and treat him/her with respect. Always use the name of the guest,

this shows your interest in him/her!

Sympathize

Treat the guest as an individual; decide what kind of guest you are confronted with.

Listen to what the guest has to say. Try to “feel” what the guest is expecting and adept your

approach/service on it. Try to fulfil the guests’ wishes or better: “exceed the guests’ wishes”.

React

You should personally make sure that the guest is satisfied, coordinate with other departments and keep

your promises. Give follow-up to the guest, check if everything is well taken care of.

2.8 Consequences of offering service

Bad service

- Guest is complaining - fortunately; we still have the chance to correct the complaint, so that the

guest may leave the hotel satisfied

- Negative word-to-mouth promotion can be prevented

Average service

- Guests will not complain, so we will not have the opportunity to correct the situation

- The guest will not return

- The guest might tell his/ her friends, family or colleagues about his/her bad experience

Professional service (meeting/exceeding the guests’ expectations)

- The guest will return

- Positive word-to-mouth promotion

3. ALLROUND INFORMATION STENDEN UNIVERSITY HOTEL

3.1. Restaurant .NL

Opening times

Breakfast

Monday till Friday: 7.00 – 9.30 hours

Saturday and Sunday: 8.00 – 11.00 hours

Lunch

Monday till Friday: 12.00 – 14.00 hours

Saturday and Sunday: restaurant is closed except for special occasions/groups

Dinner

Monday till Friday (! : 18.00 – 21.00 hours

Saturday & Sunday: restaurant is closed except for special occasions/groups

3.2 Bar.NL

Opening times

Monday till Friday : 8.30 – 24.00 hours

Saturday: 08.30 – 23.00 hours

3.3. Convention rooms

Opening times conference rooms: Monday till Friday from 7.00 – 23.00 and in weekends upon request.

Stenden university hotel has the following convention rooms:

With daylight:

Conference room 7 Video Conference Room

Conference room 9 Room 9 and 11 can be combined


Without daylight:



Conference room 6

3.4. The reservation department

The reservations department handles the following reservation requests:

- Individual and group hotel reservations

- Restaurant restaurants

- Meeting room reservations

- Internal catering reservations

- Stenden Student Lounge reservations

The reservations department is open during the week from 9.00 till 17.00. During the weekends and

everyday after 17.00, the department is closed. Therefore when the guest wants to make a reservation, we

have to fill out a “request form”. When the guest wants to make a reservation for the same day or the same

weekend, and the reservations department is absent, always inform your manager and practical instructor!

Never mention any prices without permission!

4. PROGRAM 1st YEAR STUDENTS

Before you start in the front office department:

• Preparation by reading the available manuals (ref. 1.2. Preparation).

• Make the Hospitality Statement (ref. 2.1 and appendix 1)

4.1 Overview of your 4 days of practice

4.2 The assignments

ASSIGNMENT GOAL

Hospitality Statement By using the given information from chapter 2 from this manual, you have to

write your own personal hospitality statement. This will create a sense of

awareness about your contact with guests.

7 Computer assignments

(entering a reservation, check-in

role-play, posting charges, checkout

role-play)

To learn (by practice) to work with the hotel reservation system (Fidelio).

Staff knowledge assignment To get acquainted with the employees of Stenden university hotel we developed

a staff knowledge assignment. It will help the 1st

year students to be able to help

the guests more quickly at the front office and at the switch board.

Quick key assignment (computer) To work faster and more efficient with Fidelio.

Housekeeping tour To enlarge knowledge of the housekeeping department in order to anticipate

guests’ questions.

Telephone skills To check the theoretical knowledge concerning professional telephoning.

General Knowledge To check preparation and to enlarge the general knowledge in order to answer

Day 1:

- Front/Back office tour

- Housekeeping tour

- Details how to prepare

- Quick keys

- Fidelio training part 1

- Computer assignment 1




- Telephone theory

Day 2:

- Telephone training practice

- Telephone theory assignment





- Yield assignment

- Green Key assignment

Day 3:


- Walk-in

- General knowledge

- Up- and cross-sell

- ISO

- Staff knowledge

- Safety and security

- Real guest experience

Day 4:

- Daily preparation check


- “What if” assignment

- Real check-in/check-out

- Hospitality conclusion

- Final test

guests’ questions.

Yield assignment To understand what yield is and how it is calculated.

ISO To get acquainted on how to work according to the ISO norms.

Green key To get acquainted on how to act sustainable.

Walk in assignment (role-play) To be able to handle “walk in” guests (hotel guest without a reservation).

Safety & security assignment To enlarge knowledge in case of an emergency, in order to handle it in an

efficient and calm manner.

Up-sell and Cross-sell assignment To be acquaintance with this technique in order to make more revenue and to

attract our guests to a broader variety of services.

What if assignment Cases in form of a game to practice guest contact, problem solving and guest

complaints.

Final test (Fidelio and written) To check if you have gained enough knowledge of the Front Office department

to work as an independent front office employee on your last day.

Hospitality Conclusion Statement

To document the experiences concerning your expectations (hospitality

statement) in offering hospitality.

4.3 The assessment criteria – 1st years

During the four days of practice you will be assessed on personal competences (max. points are 24):

• Punctuality & preparation

• Effort & motivation

• Co-operation, hospitality and social skills

• Feedback & personal development

During the fourth (last) day of practice, you will also be assessed on technical competences.

The final test on the last day consists of two parts; 8 theoretical questions and a Fidelio test. For both parts a

maximum of 4 points can be received. These subjects will be questioned:

• Terminology and produce knowledge

• Basic skills and basic techniques

• Use of equipment

• Product and departmental hygiene

The maximum score on the personal competences of 24 points can only be awarded if the final test has zero

mistakes, plus if you have performed in an exceptional manner.

5. PROGRAM 2nd YEAR STUDENTS

* First year students don’t need to read this chapter.

Before you start in the front office department:

• Compulsory Fidelio training (offered each Tuesday week 1 until 8, from 19.30 until 21.00 hours). If

not attended, 4 points will be deducted from the front office score for the first week!

• Preparation by reading the available manuals (ref. 1.2. Preparation)

• Orientation days (not compulsory, but recommended)

Day one:

• Daily preparation

• Refreshment training:

o Telephone

o Tour front and back office

o Tour housekeeping

o Financial training

• Practice the first year assignments and make sure you know all relevant

information

1st week:

Day 1-5 - Daily preparation

- Check-in procedure, Check-out procedure, Walk-in procedure

- Guest information, answering the telephone

- Professional guest contact and handling complaints

- Role play’s (checking in/checking out/guest complaints/reservations)

- Be able to give a Fidelio and/or telephone training

- Training, guiding and assessing the 1st

year students (know the content of the first

year’s assignments)

2nd week:

Day 6-10 - Daily preparation

- Practice preparing a daily planning (only applicable for students who have 3 weeks

front office)

- Conducting a briefing and/or debriefing

- All round functioning (execute all supervisory duties)

5.1 Practical learning objectives front office - supervisors

After 2 weeks in the Front Office department the second year student is able to:

• Perform the basic tasks and responsibilities of the Front Office department in a correct and

hospitable manner with a commercial approach

• Show a professional attitude, in which hospitality, flexibility and intercultural sensitivity are of great

importance

• Instruct, coach and correct the first year students in an enthusiastic manner (not applicable yet for

night auditor)

• Provide (critical) constructive feedback and assess other students

• Delegate, stimulate and motivate other students

• Retrieve information needed out of the Fidelio system, which is applicable during daily duties

• Work according to the ISO standards and is able to give an explanation about ISO

• Manage (planning, leading, organizing and controlling) the tasks and responsibilities belonging to the

supervisor duty independently

• Contribute to the results of the department (cross selling, up selling and keep expenses down, cost

• control)

• Understand financial flow (account receivable, payable, guest ledger, city ledger, PM)

• Explain the essence of yield and apply yield management aspects

• Able to calculate yield%, Revpar, occupancy% and average room rate

• Personal planning: looks ahead and adapts the schedule according to the occupancy expected

• Communicate to next shift verbally and takes care of a written shift handover

5.2 The assessment criteria - supervisors

During the 2 weeks of practice in the front office you will be assessed on the following competences: (Max.

points per week are: 24)

• Planning & Organizing

• Leading (task oriented)

• Controlling

• Communication

• Customer service orientation

• Human resources

For the students who have 3 weeks of front office, in the third week you will have 2 assessment shifts, on

which you will be assessed on (insufficient or sufficient):

• Thorough preparation.

• Making a daily planning (hand in on paper).

• Execute all tasks and responsibilities during the shift as the departmental manager.

The points obtained during the total module (4 weeks), will only be awarded at the end of the module when:

• You showed a 100% attendance during the practical weeks.

• You obtained a sufficient score for managing the department during the 2 assessment shifts in the

assessment week.

• 100% attendance within the end of the module will be awarded with a participation bonus of 10

points.

5.3 The supervisor duties

In order for you to practice on a middle management level we have created different supervisory duties:

- Training supervisor

- Assistant Front Office Manager

- Front Office supervisor

- Quality supervisor

- Night Audit

The managers assign the supervisory duties (on front office schedule).

Training Supervisor

In some cases the function of training supervisor will be split up in 2 functions, namely:

• Fidelio supervisor

• Telephone supervisor

Responsibilities:

• Give Fidelio trainings to other students.

• Instruct, coach and correct fellow students regarding the Fidelio program on an acceptable knowledge

level.

• Correct use of the Fidelio system by him and the other students.

• Give telephone trainings to other students.

• Instruct, coach and correct fellow students regarding the telephone on an acceptable knowledge level.

• Correct and professional handling of the telephone by him and the other students (technically and

verbally) during his shift.

• Plan and organize the different training sessions, assignments and role play’s (time management).

Regarding the telephone, the training supervisor is able to:

• Give telephone training to first year students

• Give clear and complete instructions about:

• Answering the phone, connecting phone calls, disconnecting phone calls

• Switching from window to window, giving outside lines (personnel & hotel guests)

• Turning the phone unit registration on/ off

• The wake-up call procedure

• Construct role plays by the phone

• Give feedback to students about technical and social telephone skills

• Use the correct telephone language, repeat guest names, take messages

• Look up names of hotel personnel and hotel guests

• Handle the above procedures independently

Regarding Fidelio, the training supervisor is able to:

• Give Fidelio training to first year students


• The set up of the Fidelio computer program, the quick keys, creating a company profile and a guest

profile

• Making a reservation, traces, billing instructions, messages

• Check-in procedure, check-out procedure, walk-in procedure

• Posting charges and correcting charges on bills

• Guide first year students with their Fidelio assignments

• Give constructive feedback to the students about their performance (Fidelio knowledge and

assignments)

• Handling the above procedures independently.

Assistant Front Office manager

Responsibilities:

• Assist the front office manager in his duties and replace him if necessary

• The quality of the execution of all duties and a smooth running of the front office department

• Check the execution of the tasks from the daily checklist

• Make and co-ordinate a daily planning (time management)

• Give structured briefings and evaluations

• Perform a cashier closure procedure independently

• Replace the training supervisor when absent

The Assistant Front office manager is able to:

• Prepare and give a briefing (including planning personnel and tasks for a shift)

• Prepare and keep a debriefing


Occupancy rates, availability, arrivals, departures, party sheets (daily overview of the party sheets per

day), yield , ISO, PM, up-selling / cross-selling, walk-in. Print a down time report, absent list, mail

procedure

• Check the minibar list and handle minibar differences

• Oversee the quality of filling out the cash register form, count the cash and safe

• Souvenirs procedures (including weekly check), stocking office amenities

• Taking over restaurant reservations from the reservation department after approximately 6.30 hours

• Checking the public areas (lobby and toilets)

• Oversee that all guests entering the lobby are welcomed by greeting and that their coat is taken (if

applicable)

Front Office supervisor

Responsibilities:

• Execute all tasks and responsibilities from the daily checklist

• Supervising the total check-in and check-out procedure (including walk-in if applicable)

• Instruct, coach, correct and assess students during the check-in procedure, check-out procedure

(including walk-in), and while providing information to guests (also during role-play’s)

The Front Office supervisor is able to:


Registration of guests at check-in, meaning of key-cards and registration forms (passport details

when applicable)

• Updating profiles, billing instructions, follow up on and resolving traces, checking room rates

• Execute check-in procedure, check-out procedure, share rooms, allocating room numbers, VIP

guests, minibar procedure and souvenirs procedures

• Answer and handle various question of guests (knowledge of guest information)

• Answer and handle telephone calls in a professional manner

• Welcome all guests entering the lobby by greeting them and take their coat (if necessary)

• Approach guests in a professional manner and train professional guest contact to 1st year students.

• Handling guest complaints

• Communicate about breakfast and lunch packages (wake-up calls if applicable)

• Arrange communication about the breakfast procedure with the restaurant

• Handle and explain different methods of payment, cashier procedure, guest in house box, PM box,

arrival box

• Correct checked out bills/ postings

• Uphold the safety of the guests (key responsibility)

Quality supervisor

Responsibilities:

• The quality supervisor is responsible for total quality during the shift

• Guest are notified quickly when they approach the Front Office

• Cross-selling is applied during check in

• The name of the guest is repeated (at the desk and on the telephone)

• Faxes, are distributed immediately

• Mail procedure

The quality supervisor is able to:

• Organise mystery calls (and give constructive feedback afterwards)

• Organise role-play’s on camera (and give constructive feedback afterwards)

• Conduct an audit at the department (ask your front office manager)

• Give students a training concerning ISO and ISO procedures (guest complaint form and improvement

proposal)

• Start up or round of projects (for example: set up an after sales procedure, research new turn down

present, arrange new VIP packages, rewrite role play’s, update manuals)

• Check and order office amenities (stock-list)

• Explain souvenirs procedure to students and order souvenirs if necessary

Night auditor

The night auditor is able to:

• Execute a round though the hotel which contributes to the safety and security of hotel guests,

employees and property

• Execute late check-in procedure (including walk-in if applicable) and early check-out procedure

• Checking posting masters, guest ledger and city ledger (financially checking all cash flows and bills)

• Print night audit and night reports

• Create financial reports

• Checking breakfast staff and buffet

• Cleaning activities (vacuum cleaning public spaces, lobby, bar, restaurant and convention rooms)

• All other tasks and responsibilities within the Front Office department

*For further information please refer to the Night Audit manual

6. TRAINING GUIDELINES

* First year students don’t need to read this chapter.

• Role-plays: pretend that you are the guest. The 1

st year student should assist and serve you in a

hospitable manner. Be critical about the communication skills and attitude of the 1st year students.

• Ask the 1st

year student where his answers are based on. Refer during the day to some of the

assignments and answers to improve his insight into the hotel as an organisation.

• When a student does not know the answer right away, please do NOT give the right answer

immediately. Be patient! Give the student time to think. Help the student by asking him questions

that lead to the solution, but stimulate them to think for themselves!

• If you have noticed that a student has had problems with a certain aspect, come back to that point

later that day, by asking for example: “Do you remember earlier when I explained? Can you tell me

how that works? In this way you make sure that the student really does understand what you have

explained.

• Fidelio: let the student use the keyboard of the computer and sit next to him, but do not touch the

keyboard yourself. If the student asks you a question, ask the question back: “What do you think?“

6.1. Tips for giving instructions

1. Do not take over from the student to quickly. Give them time to figure out what and how they need

to finish an assignment and/ or role-play.

2. Study the facts and manuals thoroughly (preparation).

3. Instruct with a clear goal in mind.

4. Lead the discussions to avoid the instructions wander from the subject.

5. Explain the reason for certain rules that seem unimportant for the students at first.

6. Write an instruction plan per activity.

7. Explain the goals and purposes of the instructions to the students.

8. Be enthusiastic; it will influence the attitude of the student in a positive manner.

9. Keep the instructions short; limit the amount of information at one time.

10. Let the students make notes during the instructions.

11. Bring some variation in your explanation to avoid boredom.

12. Give some examples during the instructions to keep it exciting for the students.

13. Ask questions to see if the instructions are understood.

14. Involve all participants; interaction, eye contact.

15. Bring some sense of humor into your instructions.

16. Make use of the present knowledge and ideas of the students.

17. Ask participants for examples/experiences that apply to the instructions.

18. Adapt your instructions to the level of knowledge of the student.

6.2. Tips for giving feedback according to the I, I, YOU- system

• Describe behaviour “I see that you are playing with your pen”.

• Describe your feeling/ experience “I have the feeling that you are not listening”.

• Ask how he feels “How do you feel about that?”

• How can you improve it next time?

Things that you need to take into account when giving feedback:

- Describe behaviour

Always describe concrete behavior and do not judge somebody’s personality.

Be specific and objective.

- Do not wait too long

Describe recent behaviour

- Do not only give negative feedback; positive feedback can be very motivating

- Give suggestions for improvement

- Be inviting

Speak for yourself (I instead of WE think).

Ask if the person understands your reaction and give him/her the chance to respond.

- Be brief

- Consider the feelings of the other person

Try to find a way between of being honest, and not hurting somebody’s feelings.

Try to give constructive feedback to the 1st

years. For example do not only say: “I see that you are eager to

learn”, but also say why and give examples.

6.3. Tips for receiving feedback

• Listen carefully

Do not respond too quickly or be offensive. Do not explain your actions/behaviour right away.

• Check if you understand the feedback

Repeat the content of the comments in your own words.

• Ask questions

If you do not understand the feedback or if you are curious if other persons have the same opinion.

• Ask what your behaviour means for the other person

Do you make that person insecure?

• Be honest

About what the feedback does to you. Take the comments of the feedback given seriously.

• Accepting feedback may not mean agreeing with it!

Feedback always shows the opinion of somebody else. That opinion can be different than your

vision. Accept that persons’ way of thinking, do not take it personally. It is possible that you do not

share the same point of view.

APPENDIX 1

Hospitality Statement OF

Name: Date: 1. What are your expectations as a guest, regarding Hospitality, if you would visit an hotel?

……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………… 2. What are your responsibilities, as a Front Office employee, to provide a good first impression

of the hotel?

………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

3. What is your added value to the stay of the guest, as a Front Office employee?

………………………………………………………………………………………………………………………………………………………………………………………………………………………………… ………………………………………………………………………………………………………………… 4. What are your responsibilities, as a Front Office employee, to provide a good last impression

of the hotel?

……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………… 5. How can Hospitality be improved?

………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

(File this statement with your appraisal form)

Signature 1 st year: Signature FO Manager:

APPENDIX 2 – Daily planning

Practical Program Front Office Study year 2011/2012 (Subjected to changes)

Date:

Name:

Names 1st years:

Names 2nd years + supervisory

function

Names catch-uppers

Fixed planning items for every shift (not complete planning!)

Time schedule Subject Time limit

DAY EVE

06.30 14.30 Prepare shift and handover with previous shift

30 minutes

7.00 15.00 Briefing

30 minutes

08.00 18.30 Telephone training (if applicable) 30 minutes

08.30/

09.00 (20.00) Coffee/tea/snack break (in front office) 10 minutes

11.00/

11.30 17.00/

17.30

Break 30 minutes

13.00 - Rooms Division meeting 30 minutes

14.00 22.00 Debriefing 1st year and 2nd

year students 15 minutes

14.15 22.15 Debriefing only 2nd

year students 15 minutes

14.30 22.30 Handover with the following shift 30 inutes

Notes:

- Make preparations for next week on Saturday and Sunday.

- On Friday the Canteen is closing at 18.00 hrs.

- Saturday and Sunday the Canteen is closed. The kitchen will prepare lunch and dinner for students.

Coins can be bought at the front office; € 2.50 for lunch, € 3.00 for dinner.

APPENDIX 3 – Start-up day supervisors

Specialties for a Monday START-UP DAY (only in case of new 2nd

years). For the general planning of the 1st

and 2nd

year program we refer to chapters 4 and 5 and appendix 2 in this manual.

Time schedule Subject Time limit

DAY EVE

2nd year students:

7.00

14.30

Telephone training in the HRM office for 2nd

years (explanation

switchboard and practicing role-plays).

Telephone training in the back office for 2nd

years evening shift.

By FOM

(60 min.)

By 2nd

year

Dayshift

(30 min.)

8.00 15.00 Briefing (content in ABC manual)

Explain assessment criteria and appraisal forms (incl. signing off

assessments)

Introduction round, general rules explanation, daily planning, division

into 1st years and 2nd years. Evening shift must mention that PI takes

reservations if reservations department has left.

30 minutes

The morning shift has to stay until the briefing of the late shift is finished

201108 Front Office Manual(1)

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Transcript of 201108 Front Office Manual(1)