front desk training

training

1. FRONT DESK OPERATION
DATE : 31
ST
MAY DAY: 1
TIME: 10 AM –3 PM

2. TRAINER
PROFILE
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3. AGENDA
3
Time Topic
10.00am-
10.30am
Introduction
Career Pathway
https://www.youtube.com/wat
ch?v=r_VPsyxYz2k
10.30 am -
11.15 am
Module 1: Introduction
11.15 am -
11.30 am
Break
11.30 am –
12. 30 pm
"Front Desk First Impressions"
Front Desk unprofessional
segment
https://www.youtube.com/wat
ch?v=s3aR3yP4aKg
12.30 pm–
1.00 pm
Module 2: Hotel Organization
1.00 pm –
2.00 pm
Lunch
2.00 pm –
2.30 pm
Identify property information
Provide tourist information
2.45 pm –
3.00 pm
Case Study https://www.youtube.com/wat
ch?v=WnfFl5bJCn8

4. OBJECTIVES
Upon completion of the course, participants
should be able to:
•gainhospitalityknowledgethrough
exposuretooperationswithintheFront
OfficeDepartment
•abletointeractefficientlyandeffectively
withguests;providethehighestquality
service;
•handledutiesprofessionallyand
successfully;
•resolveanyproblemsorcomplaintsquickly
andcordially;
•encourageguestsatisfactionandloyalty.
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5. MODULE 1
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6. WHY "FRONT DESK OPERATIONS” MATTERS:
Sample Footer Text
M O N D A Y , F E B R U A R Y 1 , 2 0 X X 6
First contact guests/ Most dealing/assist with guest
First impressions
Responsible for memorable experience to guest
Getaway for guest interactions with another hotel
department
Administrative hub of the hotel
Help your hotel stand out from competitors

7. FRONT OFFICE OPERATION
FUNCTION
Reservation
Registration
Room and Rate Assignment
Room Status
Guest Account
Guest Relation
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8. 8
❑Guestcyclereferstothedistinctstagesof
guestinteractionbetweenthehoteland
guests.
❑Basedonthestageofinteractionand
activitiesinvolved,theGuestCycleis
broadly,classifiedintofourmainstages
basedontheactivitytype.Theseare:
i.Pre-Arrival,
ii.Arrival,
iii.Stay
iv.Departure.
❑Frontofficeemployeesmustbeaware
ofguestservicesandguestaccounting
activitiesatallstagesofthegueststay.
❑Frontofficestaffcaneffectivelyserve
theguestiftheyhaveaclear
understandingoftheflowofbusinessin
hotel.
❑GuestCyclealsorepresentsa
systematicapproachtofrontoffice
operations
GUEST CYCLE

9. HOTEL
GUEST
CYCLE
Sample Footer Text
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10. PRE ARRIVAL
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•The Guest chooses a hotel during the pre-arrival
stage of the guest cycle.
•The guest’s decision of making the reservation
•The details which is collected during the reservation
also helps the hotel to complete pre-registration
activities
M O N D A Y , F E B R U A R Y 1 , 2 0 X X 10

11. ARRIVAL
•Thearrivalstageoftheguestcycleincludes
registrationandroomassignmentprocess.
•Frontofficestaffshoulddeterminetheguest’s
reservationstatusbeforebeginningthecheck-in
•Whentheguestchecks-intotheroomtheoccupancy
stageoftheguestcyclebegins.
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12. OCCUPANCY
•The manner in which the front office staff represents
the hotel is important during the occupancy stage.
•Front desk should take extra care to respond to the
guest on a timely and accurate manner.
•A variety of charges restaurant charges, telephone,
internet, travel desk etc. during the occupancy stage
affect guest and hotel account which are posted by
Front Office department
M O N D A Y , F E B R U A R Y 1 , 2 0 X X 12

13. DEPARTURE
•Guest services and guest accounting aspects of the
guest cycle are completed during the cycle’s fourth
and final phase is departure.
•A variety of charges restaurant charges, telephone,
internet, travel desk etc. during the occupancy stage
affect guest and hotel account which are posted by
Front Office department
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14. STANDARDS OF FRONT
OFFICE PERSONNEL
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•Neatness:employeesmust
bewell-groomedwith
cleanandpresseduniform;
nametagshouldbealways
worninarightposition
•Wheneveryoutalkto
fellowemployees,usehis
orhernameeverytime.

15. Sample Footer Text
•Whenonduty,theemployeemuststrictly
followtherulesandregulationssuchasnotto
smoke,nottochewgumordoanythingthat
mightdiscredittheFrontOfficeDepartment.
•Greettheguestswithasmileandpolite
manners.Inaconversationaddresstheguest
byname(Mr.,Mrs.orMiss.....),ifpossible,
however,donotexceedthelimitsofcordiality.
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•Doneverinsultaguestorloosecomposure.
Wheneveraproblemoccursandyoustartto
feelthatyoucannothandlethesituation,
excuseyourselfpolitelyandaskasupervisor
totakeover

16. GET TO KNOW YOUR HOTEL
Sample Footer Text
Hotel Fact Sheet
•Hotel Name
•Address
•Opening date
•Official category
•Telephone
•Fax
•Web site
Accommodation types:
•Capacity
•Rooms
•Suites
•Residence
•Handicapped rooms
•Connected rooms
•Bed type
Room Facilities
M O N D A Y , F E B R U A R Y 1 , 2 0 X X 16
Hotel Facilities
Hotel Services

17. PRINCIPLES OF GOOD SERVICE
Prompt Attention
Even if you are busy, you
must recognize when the
guest is trying to get your
attention. You have
tactfully advised him that
you will be attending him
as soon as possible
Attitude
You must go out of your
way to take care of a
guest’s needs. This may
even involve performing
tasks outside your area of
responsibility
,
Streamlined
procedures
Wecannothavearuleor
procedurethatappliesto
everyguest.Common
sensemustprevail,and
everyemployeeshouldbe
flexibleinhisapproach
.
Extended
Services
Donotleavetheguest
unattended after
performingyourspecific
function.
Makesureyouhave
providedBellserviceor
haveexplainedtohimthe
hotelservicesandthe
locationofvarious
facilities.Trytoanticipate
guestneeds
.
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18. 18
Front Desk First Impressions

19. 19

20. KEY
TAKEAWAYS
Itisimportanceto
understandyourrolesand
duties
Principles of Good Service
Communication is vital
roles in an organization
Build good organization
culture
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21. THANK YOU
•Faizal Ayob
•[email protected]
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