Front Office Intensive Training Program

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Presentation transcript:

Front Office Intensive Training Program

Front Office Department One of the most important section as a very first hotel representative. When a guest comes into a hotel he/she will be certainly attracted by a friendly smile and willing to provide a useful service.

Front Office Department As one of the guest contact agent, front office staff requires skills and knowledge in order to deliver the high standard service and fulfill the guests’ need. Not only understanding in front office operation, but also other department work flows are required ,because we all have to provide information to guess and confront with guest complaints.

The lobby

Role and Responsibility Room Division Manager Front Office Manager Reservation Reception Bellboy/porter Telephone operator Business Centre

Guest cycle Departure Pre-arrival Arrival Occupancy

Opera system Reservation Reception Night Audit Sales and Marketing Creating guest profiles Reception Check-in, Check-out, Update profiles, room block, cashier Night Audit Posting bills on accounts Sales and Marketing Issuing BEO Collecting marketing data Housekeeping Check and update room status

Case study You escort a guest to the room, but the guest is not satisfied. The occupancy is 100%. There’s no room available. What would you do?