Front Office
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Transcript of Front Office
Front office/reception is the first place where guest/customer arrive and come in touch with the staff.
Receives information about the customers then will pass onto the other department of the company.
The company needs to give training to the front office manager because this position will contact with customers the most.
Front office staff need to use different skills on technologies too.
Mix of getting in touch with customers and also helping out internally in the office.
Receive reservations for accommodation from clients, either in person, online or by telephone, fax or email.
Take guests details and allocate their rooms
Talk to transport carriers(such as airlines, bus companies and rental car agencies) to make and confirm travel arrangements for guests
Inform guests of the hotel/motel’s services and facilities, policies and procedures
Provide tourist information to guests
Make reservation to sight seeing tours, restaurants, the cinema and live entertainment
Take messages for guests
Finalise guest’s bills and issue receipts upon payment
Arrange accommodation for guests travelling to other destinations
Perform cashier duties and exchange foreign currency
Place guests possessions in a safe if requested
Deal with inquiries and requests from guests
Enjoy working with people Friendly, helpful and
patient Able to assist guests with
a limited understanding of English
Good communicate and interpersonal skills
Able to record information accurately
Able to work as a leader and as a part of a team
Able to project a professional manner at all times
Flexible and resourceful Able to stay calm in difficult
situations
The quality of the guest experience is dependent on the quality of front office operations and the processes in place to handle guests needs.
Each staff member interacts with the guests at some point during his stay and is instrumental in forming a friendly and trusting relationship.
Reservations Making reservations for
guests is a function of front office operations. Even though guests may make reservations online, reservations have to be monitored, verified and often changed at the guest’s request.
Check In
Once guests arrive, the front desk staff reviews their reservation information for accuracy. Each staff person must be well trained on front desk systems, rates, accommodations types and how to handle special requests.
Concierge Services Resort hotels, destination
hotels or those in major cities or recreation areas often have concierge services such as making restaurant reservations, suggesting activities for families, booking tours and providing information about the area.