Powerpoint Presentation Front Office - Lesson 2.pptx

Powerpoint Presentation, Front Office

1. LESSON 2: FRONT OFFICE DEPARTMENT

2. SESSION OBJECTIVES After studying this lesson, you will be able to; 1. Identify duties and responsibilities of a front office staff. 2. Maintain good grooming and personal hygiene. 3. Describe the Characteristics of an Effective Front Office Staff

3. NOTE “First impressions last”

4. NOTE Front Office Agents are the first and final hotel staff that customers see when they avail hotel services — more or less, they also play a major part as to why guests go back to the hotel.

5. NOTE Front Office Services is not merely performing procedural tasks, but it is making sure that the hotel leaves a good impression to a guest.

6. Topic 1: DUTIES AND RESPONSIBILITIES OF A FRONT OFFICE STAFF

7. Job List and Job Description Definition: A job list is a collection or listing of available positions within a company, organization, or job board. It usually provides a brief overview of each position, such as the job title, location, and sometimes a very short summary or key details. Purpose: The primary purpose of a job list is to offer a quick and easy way for job seekers to browse through available opportunities and identify positions they might be interested in. It's essentially a directory of job openings.

8. Job List and Job Description Definition: A job description is a detailed document that outlines the specific duties, responsibilities, qualifications, and expectations for a particular position. It goes into much greater depth than a job list entry. Purpose: The job description provides potential candidates with comprehensive information about what the job entails, helping them understand whether they are a good fit for the role. It also sets clear expectations for what the employer is looking for.

9. PERSONNEL

10. ROOM DIVISION MANAGER Responsible for planning, directing, coordinating the activities of all department under the Room Division. Ensures the efficient delivery of basic hotel services to guests.

11. FRONT OFFICE MANAGER Responsible for planning, directing, controlling, and coordinating the activities of all sections under the front office department in order to ensure higher guest satisfaction with the hotel’s accommodation and services.

12. SECRETARY Responsible for the performance of secretarial as well as clerical jobs for the Front Office Manager.

13. ASSISTANT FRONT OFFICE MANAGER Responsible in assisting the Front office Manager in directing, supervising, and participating in the activities of the different sections under the front office to increase revenue, minimize expenses, and ensure guests satisfaction.

14. RESERVATIONS PERSONNEL

15. RESERVATIONS MANAGER/HEAD OF RESERVATIONS/ RESERVATIONS SUPERVISOR Responsible for supervising and participating in the activities of the reservation clerks engaged in receiving, processing and confirming guest room reservations.

16. RESERVATIONS CLERKS Responsible for receiving, processing and confirming guest room reservations.

17. RECEPTION

18. FRONT DESK SUPERVISOR Responsible for the over-all organization and efficient work of the reception section

19. FRONT DESK CLERK Responsible for the efficient rooming of guests.

20. MAIL CLERK Responsible for giving out mails messages, cables and other parcels to guests.

21. KEY CLERK Responsible for controlling and giving out keys

22. INFORMATION CLERK Responsible for giving out accurate information and aid concerning hotel facilities, functions, transportation system and points of interests within the community to guests and others.

23. AIRPORT REPRESENTATIVE Meets all incoming hotel guests at the airport and other arrival/departure ports and assists them with their other needs.

24. GUEST SERVICES AGENT Responsible for extending special assistance to VIP guests during their stay in the hotel by facilitating check-in and check-out, transportation arrangements and attending to special requests.

25. TELEPHONE EXCHANGE

26. CHIEF TELEPHONE OPERATOR Responsible for planning, directing, controlling coordinating , and participating in the activities of the telephone exchange personnel; for ensuring the efficient and profitable handling of all telephone communications.

27. ASSISTANT CHIEF TELEPHONE OPERATOR Responsible for assisting the Chief telephone Operator in the supervision and coordination of the activities of the telephone operators.

28. TELEPHONE OPERATOR Responsible for answering and placing all incoming and outgoing calls and calls originating within the hotel.

29. BILLING

30. FRONT OFFICE CASHIER Computes guest accounts/charges and accepts payments

31. NIGHT AUDITOR Assumes the responsibility of seeing that each days reports and papers are filed.

32. BELL SERVICE

33. BELLMAN Responsible in assisting guests in carrying their luggage during check-in and check-out

34. DOORMAN Responsible for welcoming and assisting guests and patrons at the hotel canopy

35. PAGING ATTENDANT Responsible for the hotel’s errand service

36. PARKING VALET Responsible for handling vehicle storage and retrieval for guests of the hotel.

37. CONCIERGE Responsible in extending out-of-hotel services

38. BUSINESS CENTER

39. BUSINESS CENTER SUPERVISOR Responsible in supervising, coordinating and participating in the activities of the business center.

40. BUSINESS CENTER CLERK Responsible in performing clerical services to guests

41. Topic 2: THE FRONT OFFICE STAFF

42. clean hairstyle

43. Topic 3: CHARACTERISTICS OF AN EFFECTIVE FRONT OFFICE STAFF

44. PROFESSIONAL WORK HABITS AND SKILLS OF A FRONT OFFICE STAFF

45. PROFESSIONAL WORK HABITS AND SKILLS OF A FRONT OFFICE STAFF 1. RELATIONAL 2. MULTILINGUAL 3. SERVICE-ORIENTED 4. CREATIVE PROBLEM SOLVER 5. ACTION-ORIENTED 6. TECH-SAVVY 7. COMMISSION ORIENTED

46. PROFESSIONAL WORK HABITS AND SKILLS OF A FRONT OFFICE STAFF 8. MULTI-SKILLED 9. PHYSICALLY FIT 10. GROOMING 11. MASTERY IN FUNCTIONAL AREA 12. CREATIVE IN APPLICATIONS 13. SYSTEMS-ORIENTED

47. LESSON 2: FRONT OFFICE DEPARTMENT