Front Office Communications and Guest Services

Transcription

1 Front Office Communications and Guest Services Casa High School Class 7 Andreas Kassinos

2 Communications and Guest Services Chapter Objectives Describe front office communication between F.O. employees. Understand how F.O. interacts and cooperates with other Hotel departments. Guest Relations Identify typical service requests that guests make at the front desk. Handling guest complaints

3 What is Front Office? Front Office is a term used in hotels to cover the various sections which deal with reservations, room allocation, reception, billing and payments. It is the first department a guest may contact. Some sub categories (occupations) of the F.O. are: Receptionist Telephone operator Reservations officer Concierge Cashier Guest Relations Officer

4 Communication between F.O. employees Front Office organizational chard

5 Front Office organizational chard

6 Communication The imparting or exchanging of information by speaking, writing, or using some other medium. For example: "television is an effective means of communication" Sending or receiving information between two or more individuals

7 Front Office Communications Communication between Front Office staff is important because of the type of business. Front Office operates 24/7 Serves many clients as well as receives requests and information from other hotel departments. It is a duty of the Front Office to allocate them to the correct department heads.

8 Front Office Communications How Front Office Employees communicate? Transaction file/ log book Information directory Reader board Group résumé book/file Mail and package handling Telecommunications services Speaking!!!!

9 Types of Messages sent/ received by Front Office Staff Chronological journal Shift recap Unusual events Guest complaints/requests Problems occurred during shift

10 Interdepartmental Communications The front office staff interacts with all departments of the hotel, including marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources. These departments view the front office as a communication liaison in providing guest services. Each of the departments has a unique communication link with the front office staff

11 Interdepartmental Communications

12 Interdepartmental Communications Marketing and Sales Department. The marketing and sales department relies on the front office to provide data on guest histories, details concerning each guest s visit. Housekeeping Department. Housekeeping and the front office communicate with each other about housekeeping room status, the report on the availability of the rooms for immediate guest occupancy. Food and Beverage Department. Some of this communication is conveyed by relaying messages and providing accurate information on transfers, which are forms used to communicate a charge to a guest s account. Communication activities also include reporting predicted house counts,an estimate of the number of guests expected to register based on previous occupancy activities, and processing requests for paid - outs, forms used to indicate the amounts of monies paid out of the cashier s drawer on behalf of a guest or an employee of the hotel.

13 Interdepartmental Communications Banquet Department. The banquet department, which often combines the functions of a marketing and sales department and a food and beverage department, requires the front office to relay information to guests about scheduled events and bill payment. The front desk staff may also provide labor to prepare the daily announcement board, an inside listing of the daily activities of the hotel (time, group, and room assignment), and marquee, the curbside message board, which includes the logo of the hotel and space for a message. Since the majority of banquet guests may not be registered guests in the hotel, the front office provides a logical communications center

14 Interdepartmental Communications Controller. The controller relies on the front office staff to provide a daily summary of financial transactions through a well - prepared night audit. This information is also used to measure management ability to meet budget targets. Since the front office provides the controller with financial data for billing and maintenance of credit - card ledgers, these two departments must relay payments and charges through the posting machine or property management system. Maintenance or Engineering Department. The maintenance or engineering department and front office communicate on room status and requests for maintenance service. Maintenance employees must know the occupancy status of a room before attending to plumbing, heating, or air - conditioning problems. If the room is reserved, the two departments will work out a time frame so the guest will be able to enter the room or be assigned to another room. Cooperative efforts produce the best solutions to sometimes seemingly impossible situations. Figure depicts the essential communication and planning by departmental managers to provide guest services at a time that will not interfere with delivering hospitality.

15 Interdepartmental Communications Security Department. Communications between the security department and the front office are very important in providing hospitality to the guest. These departments work together very closely in maintaining guest security. Fire safety measures and emergency communication Human Resources Management Department The human resources management department may rely on the front office staff to act as an initial point of contact for potential employees in all departments. It may even ask the front office to screen job candidates. If so, guidelines for and training in screening methods must be provided. Some directors of human resources management depend on the front office to distribute application forms and other personnel - related information to job applicants. The potential employee may ask for directions to the personnel office at the front desk.

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17 Client/ Guest Communications For best communication results you must always have Professional Behavior. Behavior best attributes are(especially for Front Office employees) 1. Self- presentation 2. Position 3. Posture 4. Gesture 5. Expression 6. Eye contact 7. Speech/ Tone 8. Non-Verbal Speech Elements

18 Client/ Guest Communications Check in Check out Account settlement Special Requests Wake up calls

19 Information Directory Other Front Office information requested by the clients: Area maps Taxi telephone numbers Airline telephone numbers Bank locations Theater locations Church locations Shopping locations Special events schedules

20 Mail/Package Handling Time-stamp upon receiving Mail signature book Notify guests: If registered activate in-room message light If due to check in note on reservation record If checked out time-stamp and return to sender or, if possible, forward to guest

21 Telecommunications Services In-room local and long-distance telephone service Telephone messages Voice mailboxes Broadcast messages for groups Fax messages treated like mail Fax log Wake-up services TDDs Call broadcasts

22 Front Office Handling Customer Complaints Listen Isolate the guest Stay calm Preserve guest s self-esteem Give undivided attention Take notes Tell guest what can be done Set a timeline for action Monitor progress Follow up

23 Remember. For best Communication results: Speed=>the rate at which someone or something moves or operates. Communicate fast!! Cheapness=>the quality of requiring little effort or sacrifice, especially where this is regarded as devaluing the outcome. Be simple!! Permanence=>the state or quality of lasting. Communicate anytime!! Two Way-ness=>send and receive massages. Don t just send. Listen! Quality=>the standard of something as measured against other things of a similar kind; the degree of excellence of something. Do it correct!!

24 Homework Prepare a diagram showing all possible individuals (hotel employees and guests) a receptionist may interact during his/her shift.

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