1. ACO402/FOF502 – Front Office supervisory skills
Trimester
ACO402/FOF502 – Front Office supervisory skills

2. Major sections in the front Office
HOTEL ORGANIZATION
Organization of the following:
Full Service Hotel
Rooms Division
Major sections in the front Office

3. Communication & Guest Service
There are three[3] different types of communication:
Downward communication
Refers to the passage of information from an organization’s higher levels to its lower levels

4. Communication & Guest Service
Upward Communication
Refers to the passage of information from an organization’s lower levels to its higher levels
Lateral Communication
Refers to the passage of information between peers, or members of the same level.

5. Communication
For communication purposes, it may be useful to envision various levels of management and employees joined together in a network of linking pins. The line employee , for instance, is linked to the department head through the supervisor, while the department head serves as a linking pin between supervisor and the division head. Peers across the organization are linked to each other. As a supervisor, then, you play an important role which links line employees and upper management – and which links you to the organization’s other supervisors.
These links are strengthen through good communication, or weakened if communication is poor.
THE MORE EFFECTIVE YOU COMMUNICATE, THE BETTER YOU WILL PERFORM YOUR JOB

6. Linking pin Relationship with his Superior THE SUPERVISOR
Relationship with his peers
Relationship with his Guests
Relationship with his staff

7. What Superior expects from the supervisor
Be respectful, Co –operative and Loyal
Be responsible and reliable
Get the work done through staff members
Look after the interst s of the hotel
Keep the boss informed about any problems and recommend solutions
Make sure the guests are satisfied
Make sure that standards are maintained

8. What Peers expect from the supervisor
Respect them as fellow professionals
Understand problems they have in their jobs
Be honest and helpful to each other
Share advice, feedback and information
Co – operate to achieve common goals
Back them up when dealing with their staff

9. What guests expect from the supervisor
Make them feel welcome
Make them feel important
Provide them with friendly caring and courteous service
Give them value for money
Make helpful suggestions about what to do or buy
Listen carefully to their problems and take action to help
Help them to understand local and traditions and customs

10. What staff expect from the supervisor
Get to know them and respect them as individual Human Beings.
Understand and help them satisfy their needs.
Set an example and be a leader that they can respect.
Back them up when they are doing their best.
Listen to their opinions and represent them to top management

11. What staff expect from the supervisor
Make sure that they are properly equipped and trained to do the job with confidence
Give feedback, praise or helpful comments about their work
Be fair, firm and consistent in all things.

12. Eight[8] key tasks of a supervisor
Planning – Making a plan of action in advance so what we want to happen, does happen
Organizing – Obtaining and sharing out the resources so that our plan can be put into action
Controlling – Checking to make sure what we planned to happen does happen. If things do not go according to plan, we can bring them back into plan

13. Eight[8] key tasks of a supervisor
Motivating – Providing physical or mental rewards to encourage staff to improve their enthusiasm and performance
Training – Systematic instruction to provide staff with the knowledge and skills to do their jobs
Communication – Giving and receiving information so that it is properly understood

14. Eight[8] key tasks of a supervisor
Relationships –Working with other supervisors, departments, staff or managers to achieve a common goals
Operations – In the hotel industry, this means all the things we do to provide food, drink, accommodation and entertainment to guests

15. Class activity
Refer to the Case Study, read and answer the following questions