Chapter 5, Section 3

Knowledge for All Front Office Employees

Telephone Courtesy

• Smile when you talk.• Speak clearly into the receiver• Use proper grammar and diction.• Answer the phone within three rings.• Tell the caller your name, your property’s name, and

your department.• Give the caller your complete attention.• Talk only to the person on the phone.• Locate the person whom the guest seeks or take a

message as appropriate.

How Can the Following Positions Contribute to Guest Safety?

Reservations tell guest about property safety features

Bell Attendants to secure luggage show guest how to use security devices in their rooms, practice good key control, and keep guestroom numbers and other personal information private.

How Can the Following Positions Contribute to Guest Safety?

Front desk employee practice good key control and keep guestroom numbers private

PBX operators guard guest room numbers from callers and oversee emergency efforts

Concierge help guests meet special security needs

Guestroom Types

• Accessible• Adjacent• Adjoining/connecting• Balcony

• Business class• Double• King• Suite• Smoking/nonsmoking

Potential Property Policies

• Bus parking locations• Fire code restrictions• Valet and self-parking charges• Charges for cribs, rollaway beds, and other

loaner items• Pet policy• Check-cashing policy

Potential Property Policies, continued

• Guests who have confirmation letters at check-in, but no reservation

• Guest who don’t have a credit card or driver’s license at check-in

• Guests with non-guaranteed reservations who arrive after the cut-off time

Provide Suggestions on:

• Area restaurants• Night clubs• Comedy clubs• Movie theatres• Theaters, symphonies, etc.• Special events• Other area attractions

Tips for Giving Directions• Keep directions simple.• Give directions that take guests only through

safe area.• Talk slowly.• Spell street names and mention landmarks• Use “left” and “right” instead of “north” and

“south.”• Offer to repeat directions.• Provide a map if possible.• Never point when giving directions.

Lodging property employees allow guest to get on and off

the elevator first.

Section 5.3 Quiz1. For the protection and comfort of guests, front

office employees should suggest only restaurants, entertainment sites, and attractions that are located in _____ areas of the community.

2. When riding elevators with guests, lodging employees are always the _____ ones on the elevator and the ______ ones off the elevator

Section 5.3 Quiz

3. True/False: It is proper telephone courtesy to answer the telephone within four rings.

4. True/False: Adjacent rooms are next to each other and connected by a door.

5. True/False: Concierges, PBX operators, front desk employees, and bell attendants all play a part in a property’s security system