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Chapter 06 Managing Front Office Operations HOT 333
- 1. Managing Front Office SQA IHOT 333
- 2. Communications & GuestServices Front Office Communications Interdepartmental Communications Guest Services Guest Relations
- 3. Front Office Communications Guestcommunications Transaction file Information directory Reader board Group résumé book/file Mail and package handling Telecommunications services
- 4. Guest Communications Communication betweenfront office staff members & guests most important in hotel Hotel must present professional, positive image to guests in all communications Answering telephone, staff should be warm & informative greeting to callers, not neglecting to introduce themselves & asking how they can be of help In face-to-face communication, staff must include appropriate body language & eye contact with their use of professional language, tone of voice, & behavior
- 5. Transaction File Record ofevents & decisions during previous shifts, front desk maintain automated file or log book Chronological journal that lists unusual events, guest complaints or requests, & other relevant information Entries may be made to transaction file throughout work shift Before beginning shift, front desk personnel should review transaction file, noting any current activities, situations that require follow-up, or potential problems Entries should detail what happened, why, when, who is making entry Once guest request or problem handled, entry should be made detailing how it was resolved Help managers understand activity of front desk staff & presents documented record that may reveal patterns, after analysis, can lead to solutions Rapid response software can help staff members record, track, complete guest service requests
- 6. Information Directory Information directory typically contains following information: •Area maps • Taxi telephone numbers • Airline telephone numbers • Bank locations • Theater locations • Church locations • Shopping locations • Restaurant locations/menus • Special events schedules • Automated information terminals in lobbies & public areas
- 7. Reader Board Schedule ofdaily events at hotel May be found on display screens or in-room televisions Information on usually includes: • Groups staying at hotel • Groups’ meeting rooms, agendas, times etc. • Digital screens near front desk, elevators, lobby, meeting room • Interfaced with sales/catering system as well as front desk staff
- 8. Group Résumé Book/File Informationfor groups staying, group activities, billing instructions, key attendees, recreational, arrival & departure, & other information Hotels make group résumé book/file required reading for front desk & uniformed staff at beginning of each work shift Front desk staff members should use group résumé/file to become familiar with incoming groups Group résumé book/file should be kept current & be easily accessible to front desk staff
- 9. Mail and PackageHandling Policies for handling mail & packages usually based on policies & regulations supplied by U.S. Postal Service When mail & packages arrive, front desk should check & verify guests are currently registered, due to check in, or checked out Mail/packages for registered guests should be time-stamped & held at front office Guests due to check in should be time-stamped & held until check in, with notation on reservation record Guests who have checked out Mail/packages should be time-stamped & returned to their senders, or to forwarding address if guest left one with hotel
- 10. Telecommunications Services In-room local& long- distance telephone service Telephone messages Voice mailboxes Broadcast messages for groups Facsimiles Wake-up services E-mail & data services TDDs Call broadcast
- 11. In-Room Local &Long-Distance Telephone Service • Historically, hotels have provided in-room local & long-distance telephone service twenty-four hours a day Telephone Messages • Messages taken by front desk staff should be time-stamped & relayed to guestroom phone or maintained at front desk for arriving guests • If guestroom phones are equipped with message indicator light, front desk agent should switch on this light to alert guests that message is waiting for pickup • Hotel’s telephone system may be programmed to automatically turn on guestroom message light when it receives voice mail message
- 12. Voice Mailboxes • Devicesthat can record spoken messages for guests • Callers leave voice message by simply speaking • To retrieve, guest presses designated telephone key • Advantage of voice mail is message is in caller’s voice • Voice mail offers improved confidentiality of messages Broadcast Messages for Groups • Hotel telephone system with group broadcast feature makes it possible for rooms associated with specific group to automatically receive message simultaneously
- 13. Facsimiles • Facsimiles orfaxes are usually treated like mail • Fax has special delivery instructions should be followed • Front desk staff store fax & turn on message light in guestroom • Faxes are time-stamped • Faxes should be treated as confidential • Front desk agents should record when guest was notified • Fax undeliverable, hotel should immediately notify sender • Hotels charge guests to send faxes, since costs involved
- 14. Wake-Up Services • Payspecial attention to wake-up call requests • Front office mechanical or automated systems can remind front desk agents to place wake-up calls • Automated system may be programmed to place calls & play recorded wake-up message • Hotels may prefer make wake-up calls, to provide more personal touch • Clock relied upon for wake-up-call purposes is hotel clock • Guests can dial follow instructions provided to request automated wake- up call
- 15. E-Mail & DataServices • Guests have business & personal e-mail accounts needed to access while traveling • Guests with laptop, notebook, or mobile device can use hotel’s high-speed Internet • Guests may use guestroom telephone line as data port • Hotels may provide e-mail/data services for free or may charge fee TDDs (telecommunications device for the deaf) • Designed piece of equipment for placing & conducting telephone calls • ADA requires that hotels make available, upon request Call Broadcast • Telephone system to place calls to all occupied guestrooms simultaneously, or to designated group • In emergencies, management place calls to all occupied guestrooms simultaneously to alert guests
- 16. Interdepartmental Communications Front deskstaff communicates most with: Housekeeping Engineering & maintenance Revenue centers Marketing & public relations Services in hotel require coordination between front office staff & staff in other hotel areas
- 17. Housekeeping HSKP & frontoffice staff must keep each other informed of changes in room status More familiar front office staff is with HSKP procedures, & vice versa, smoother relationship will be between two HSKP personnel must know status of every room, along with guest requests PMS can communicate room status through workstations & mobile devices used by housekeeping staff Front desk telephone housekeeping when receive special requests FOM & Exe. HSKPR meet frequently to review upcoming activities & coordinate their efforts
- 18. Engineering and Maintenance Engineering& maintenance begin shift by examining front office log book or specialty software for repair work orders Hotels use work order form or system to report maintenance When work is completed, staff informs department that filed request Problem renders room unsaleable, housekeeping must be informed immediately When problem is resolved room can be readied for sale
- 19. Revenue Centers Dining rooms,snack bars, specialty restaurants Bars, lounges, nightclubs Room service operations Business centers Dry cleaning/valet service Vending machines Gift shops, barbershops, newsstands Banquet, meeting, catering facilities Local & long- distance telephone service Health clubs, golf courses, exercise rooms Car rentals, limousine services, & tours Casinos & gaming activities Pay-per-view television movies In-room entertainment Valet parking & parking garages
- 20. Marketing and PublicRelations Front office staff should be among first to know about events hotel schedules for publicity Effectiveness of a hotel’s marketing & public relations efforts depends on participation & enthusiasm of front office staff Front office staff members may contribute to hotel newsletters, guest history files, & customized registration & check-out processes that can greatly help personalize services for returning guests
- 21. Guest Services Front deskis responsible for coordinating guest services Services involve providing information, special equipment & supplies, & responding to other requests Requests that fall outside front office’s responsibility should be referred to appropriate department Hotels employ concierge or other designated staff to handle guest requests Hotels have centralized guest service centers
- 22. Equipment and Supplies Guestsrequest equipment or supplies while making reservation, at time of registration, or during occupancy Reservations agents have reliable method for recording requests, to ensure they are properly met After registration, guest who needs equipment or supplies will almost always contact front desk Alternate ways of meeting guest requests when department that normally handles request is closed or inaccessible Commonly request items Rollaway beds/cribs Additional linens/pillows Irons & boards Additional hangers Audiovisual & office equipment High-speed Internet connectors Equipment for disable guests
- 23. Special Procedures Guests mayask for special considerations when making reservation or at any point during their stay Special guest requests may include • Split account • Master folio • Wake-up calls • Transportation arrangements • Child-care services Hotels assign concierge, guest relations or services to handle special requests, or may have centralized guest service center
- 24. Guest Relations Guests occasionallyget disappointed or find fault with something or someone High visibility of front office staff means that they are first to learn of guest complaints Front office should be attentive to guests with complaints & seek timely & satisfactory resolution When guests find it easy to express their opinions, both front office staff & guests benefit • Front office staff learns of potential or actual problem & has opportunity to resolve them & keep guests happy • Guests receive attentive service & enjoy satisfaction of seeing their complaints resolved
- 25. Categories of GuestComplaints Mechanical Attitudinal Service-related Unusual
- 26. Guest Complaints Mechanical Complaints •Involve hotel equipment malfunctions • Problems with climate controls, lighting, electricity, furnishings, ice & vending machines, door keys, plumbing, TVs, & elevators • Work order system can reduce frequency of mechanical complaints • Staff with right skills be dispatched to correct problems Attitudinal Complaints • Guests may feel they have been poorly treated by hotel or overhear inappropriate staff conversation • Guests should not be exposed to employees arguing, or problems • Managers should listen & attend to employee complaints & problems
- 27. Guest Complaints • Complaintscan be wide-ranging including; long lines, lack of assistance from staff, untidy guestrooms, missed wake-up calls, ill-prepared food, so on • Staff receive more service-related requests when hotel is operating at or near high occupancy Service-Related Complaints • Complaints about circumstances over which they have little or no control • Complaints about the lack of a hotel swimming pool, lack of public transportation, bad weather, etc. • Staff trained to listen patiently to unusual requests & respond with appropriate guest- relations techniques (i.e., remain patient, friendly, & sympathetic) Unusual Complaints
- 28. Identifying Complaints Complaints maybe identified by reviewing properly kept front office transaction file Guest comment cards, online surveys, & questionnaires may also help managers identify guest complaints Handling Complaints Listen Isolate guest from other guests Stay calm Preserve guest’s self-esteem Give undivided attention Take notes Tell guest what can be done Set timeline for action Monitor progress Follow up
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