Front Desk Agent Training Manual
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14099950 Training Hotel Front Office. 1. Front Office Operations (Training in the Front Office) Drs. Agustinus Agus Purwanto, MM Bali Hospitality Professional Services. Course Outline Guest Service Guest Complaint Managing Stress. Guest Services As the centre of front office activity, the front desk is responsible for coordinating guest services.
Typical guest services involve providing the guest with information and special equipment and supplies. Information Book Front office personnel need to respond knowledgeably to guest requests for information. Common guest questions may include: Can you recommend a nearby restaurant? Can you call a taxi for me? Where’s the nearest shopping centre, drugstore?. Information Book Where is the nearest church? Where is the theater from here?
When is check-out time? How do I get to the museum, the library? What recreational facilities are available in the hotel, near the hotel? When is opening time of your restaurant for breakfast?. Equipment and Supplies Guests may request special equipment and supplies during the reservations process, at registration, or during their stays.
Reservations agents should have a reliable method of recording such requests to ensure that they are satisfied. When a guest requests special equipment or supplies at registration or during occupancy, they will almost always ask a front desk agent.
Equipment and Supplies The agent then relays the request to the appropriate service centre or hotel department for processing. Equipment and supplies commonly requested by guests include: Roll-away beds Baby cot, crib Additional linens/pillows. Equipment and Supplies Irons and ironing boards Bed board Additional clothes hangers Adaptor Transformer Additional blanket Vase Hairdryer. Excellence in Hospitality For a hotel to achieve excellence in hospitality, many guest relations skills must be learned by the employees who will be delivering the services. Eleven basic skills of hospitality will serve as a beginning to achieving this excellence. These are: Smiling Greeting.
Excellence in Hospitality Conversing Using proper telephone etiquette Providing assistance Giving attention Providing positive endings Following through Maintaining a positive attitude Making positive decisions Keeping a sense of humor. Smiling Smiling when dealing with guests helps to create a friendly atmosphere. By smiling, the clerks are showing the guests that they are glad they chose this hotel for their stay. A smile says, “We’re glad you’re here!”.
Greeting Greeting a guest includes smiling as well as eye contact. For example, if the guest’s name is not known, ‘Sir or Madame’ is the appropriate address. Conversing A guest’s name should be used as many times in the conversation as possible. People love to hear their name; it is a very positive form of recognition. Telephone Etiquette The telephone should be answered as quickly as possible, certainly by the third ring. No one likes to be put on hold, but when this is necessary, the guest should be thanked for waiting. Assistance When the guest arrives at the hotel and during the course of his or her stay, the guest should know that the employees are there to assist with his or her needs.
Whenever an employee speaks with a guest, the employee should end the conversation with the statement, “ Please call on me if I can be of any further assistance.”. Attention Providing attention to the guest is enhanced by the little extra in guest interactions. For instance, when guests return to the hotel at the end of the day, they should be welcomed back.
It is these little things that make the guest feel at home. When the guests are around, they should not be ignored. Employees must remember to chat with the guests, not their co- workers. Positive Endings Upon departure from the establishment, guests should be thanked for staying at the hotel and told how much they are wanted back again. Statements such as “Please stay with us again” and “Have a nice trip home” or “Enjoy the rest of your vacation” help to ensure that the guest will depart with a smile.
Hotel Front Desk Agent Duties
Follow-Through The initial follow-through comes after check in. After the guest is roomed, the guest relations can call the room to see if everything is satisfactory. During the guest’s stay, a follow- up call should be made after any problems are reported to ensure that the guest has been pleased with the service. Positive Attitude Having a positive attitude means that the employee has the desire to consistently provide excellent service to the guests.
It is the manager’s responsibility to create the kind of atmosphere that satisfies the guests’ needs. Positive Decisions “Think before speaking or acting” is a rule that every person – especially those in the service business – should follow. Employees must be taught to be objective when making decisions. This includes keeping their emotions under control at all times. Guest Complaints There may not be easy answer to solving guest complaints, but there are some basic rules that can be followed. By following these rules, the employees and management will stand a better than average chance of turning that complaining guest into a permanent repeat guest for the hotel. Guest Complaints The following represent a few basic ideas for handling guest complaints: Do not argue with a guest who is complaining; assume he or she is correct, because the guest may be right Always listen with undivided attention to what the guest is complaining about Try to put yourself in the guest’s place; how would you feel?