applied business tools and tech Midterms- Reviewer PDF

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MIDTERMSWEEK 7PERFORM WORKPLACE AND SAFETY PRACTICES STANDARDS OF FRONT OFFICE PERSONNEL -In hospitality industry, you are representing both yourself and the organization you work for. Your personal presentation is important to the customer’s first impression. Because of the high degree of contact w...

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MIDTERMS WEEK 7 PERFORM WORKPLACE AND SAFETY PRACTICES -STANDARDS OF FRONT OFFICE PERSONNELIn hospitality industry, you are representing both yourself and the organization you work for. Your personal presentation is important to the customer’s first impression. Because of the high degree of contact with the guest. Good First Impression is an important aspect in the front office, thus, Front Office Associate must have the PERSONALITY to deliver an excellent service and will create a well satisfied guest. P leasantness - good manners and a smile are natural assets. E agerness - to help others, with a liking for people and willingness to serve them. R espect - for other people. Courtesy cost nothing. S ense of responsibility - a realization that what one does and says is important. O rderly mind - essential for methodical and accurate work N eatness - indicates pride in self and job A ccuracy - in everything done is of paramount importance L oyalty - to both management and colleagues make good teamwork I ntelligence - use of common sense at all times T act - saying and doing the right thing at the right Time Y earning to be a good FO Associates - a love of work is essential Remember that you could be the most important factor in the guest ‘s stay and the reason he may never come back. WEEK8 PROVIDE EFFECTIVE CUSTOMER SERVICE Front Office Managers must develop and administer a SERVICE MANAGEMENT PROGRAM which highlights a company’s focus on meeting customers’ needs and allows a hotel to achieve its financial goals. This program must be based on sound management principles and the hotel’s commitment to meeting those needs.

PERFECTING SERVICE •Focus on the guest •Understand the role of the guest-contact employee •Weave a service culture into education and training systems •Thrive on change

FOCUS on Guest Because G U E S T ✓ Most important person whether he comes in person, calls or writes to us. ✓ They are not dependent to us .... We depend upon him. ✓ They are not an interruption of our work. He is the purpose of it; he is doing us a favor by giving us the opportunity to serve him. ✓ They are not someone with whom to argue or match out wits. No one can ever win an argument with a customer. ✓ They are the person who comes to us because he needs certain services. It is our job to provide them in a way profitable to him and to ourselves. ✓ They are not cold statics... He is a fesh and blood, human being with emotions and prejudices like our own.

THE PLATINUM RULE we treat our guest as they would like to be treated and that is treat them as a KING

Classification of Guest 1. Corporate traveler - frequently pay higher rates than others to ensure quality programs. They are concerned with content than with cost. 2. Transient traveler (business or pleasure) 3. Package group 4. Airline employee or delayed passenger 5. Government employee 6. Walk-in

Terminologies used to describe various types of guests

1. Very Important Person (VIP) – a well renowned guest like high ranking officials, executives, etc who wants special treatment and handling, 2. Very Very Important Person (VVIP) – a highly renowned person who deserves an extra special treatment like dignitaries, ambassador or president of a country. 3. Free Independent Travelers (FIT) or Foreign Individual Tourist – tourist or traveler traveling alone; not joining any group. 4. Joiner – person joining another guest in the same room.

UNDERSTAND THE ROLE OF THE GUESTCONTACT EMPLOYEE MOMENTS OF TRUTH “Episode[s] in which a customer comes into contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression.”

FIRST IMPRESSION & LAST IMPRESSION You only get one chance to get it right. It is set the tone for everything to follow, and as a result, the arrival experience is key to setting the right tone, sending the right message to your guests, sending the subtle but important cues that reassure your guests that they have made the right decision when they put their faith in you, to deliver an exceptional experience, beginning to end. 5 Foot & 10 Foot Rule of Guest Service 5 Foot Rule: acknowledge the guest verbally. You should be the first and last to speak when conversing with your guests. 10 Foot Rule: acknowledge them nonverbally by making an eye contact and smiling. WEAVE A SERVICE CULTURE INTO EDUCATION AND TRAINING SYSTEM THE SPIRIT OF HOSPITALITY Is a positive attitude or feeling of pride; it is a sense of belonging that you feel with guests and co-workers. Anyone who has the spirit of hospitality has a desire to please and satisfy guests by providing them

with a good memorable to take home You don’t invent good service; you create it with SPIRIT S- seek out what guest really want P- place your guest’s needs ahead of your own I-ignore distractions and focus on what are you doing R-reach beyond expectations to pleasantly surprise your guests I-invest in yourself T-team up with co-workers to deliver the best service possible. The essence of guest service having HEART. H – honesty E – empathy A – appreciation R – respect T – tolerance

HANDLING GUEST COMPLAINTS COMPLAINTS• an expression of resentment or displeasure • to make protest Complaints are Sales Opportunities and not Threats. When do people complain? -More often it is the result of a series of little things that have been built up to a point where just one more thing makes the customer snap NATURE OF COMPLAINTS MECHANICAL heat, light or power furniture vending management keys plumbing appliance SERVICE delays assistance rooms telephones food and beverage delivery room service personnel

STAFF ATTITUDES rude insulting derogatory careless overfriendly uncooperative insensitive UNUSUAL weather pets transportation closing time What causes complaints? -Where member of staff has failed to do something properly. -Where the guest has been kept waiting -Where a member of staff has misunderstood the guest -Where a guest expects something, which is not usually provided -Where a staff member has forgotten to do something -Where a guest feels that he is not getting Value for money. -Where a staff member forgotten to pass on message. -Where equipment and supplies are broken, damage or missing. CUSTOMER'S EXPECTATIONS IN A COMPLAINT -To be treated courteously. -A satisfactory result -To be believed -Someone to take responsibility and make any necessary decisions to rectify the situation -To believe that management values them

Complaints Handling -Always apologize immediately and take steps to correct the fault. Ask the person in charge to attend, giving brief outline of complaint. Never argue with a guest. -Do not try to excuse the fault by blaming someone else. The guest will not be interested. -Try to ensure that all complaints are settled within the hotel. Never invite guest to write complaints.

-At all times, when dealing with guest, politeness is of utmost importance. Steps to be followed in Handling Guest Complaints Avoid Confict -say “how can I help you?” -try to guide away from other guests and staff. Listen -allow the guest to tell his story -do not interrupt -try to identify his needs Show Sympathy -Apologize -Show concern -Display humility -Avoid arrogance -If possible, invite him to sit down Do not justify -avoid making excuses -only give explanations to satisfy an identified need for an explanation Ask Questions -make sure you know all the facts by asking questions -you can also confirm that you have identified his need correctly Agree and Take Action -make sure you get his agreement to your proposed course of action -remember it is wrong to buy your way out of trouble -get his agreement -make note Follow up and Feed-back -make sure you follow up the actions taken to ensure that it is completed satisfactory -take preventive action to avoid re-occurrence of complaint -give feed-back to guest Benefits Derived from Guests’ Complaints 1. they highlight guests’ views and needs 2. they reveal weaknesses in standards and systems 3. they provide free quality control 4. they highlight priorities 5. they provide free auditing 6. they identify training needs 7. they provide information about competitors 8. they allow retaining a customer 9. they enable us to prevent re-occurrence of the event 10.they should be used to develop staff

morale and interdepartmental Communications

WEEK9 RECEIVE AND PROCESS RESERVATION RESERVATION-. Defined as a request for a room accommodation where in the most important outcome is having the guest room of your hotel ready and waiting when the guest arrives. It is not just any room but rather, it should be a guest room that best fit the needs of your upcoming guests. Reservations are a contract of sorts between the hotel and the guest. In accepting a reservation, the hotel agrees to provide a certain type of room for a specific length pf stay at a predetermined rate. In turn, the future guest agrees to arrive on the chosen date and purchase the hotel room within the reservation parameters established. The act of taking reservation is called SELLING ROOMS

RESERVATION PROCESS Today, the vast majority of reservations are taken directly on a computer keyboard. Some independent organizations have developed a reservation system, to facilitate a more effective and efficient reservation. Reservation is the first contact for the guest or person making the reservation for the guest. Although the contact may be by telephone, a distinct impression of the hotel; is registered with the guest. This calls for exceptional manners and telemarketing skills. Because some guests may be shopping for the best value, it is essential to sell the hotel by emphasizing its advantages over the competition. REQUEST FOR ROOM RESERVATION AVENUES (means by which guest able to make a reservation) 1. Mailed request – common for group, tour and convention business. 2. Telephone – guest calls the hotel directly. The most common form of or method. 3. In person – done by individual usually on inhouse reservation

4. Property – property – chain hotel properties typically encourage guests to plan their next hotel stay while in an affiliated property by offering direct communication between properties. 5. Telex, Cable Fax 6. Global Distribution System – a network of travel & hospitality entities that communicate via an integrated computer system. (Apollo, Galieo International, Amadeus, Sabre, Worldspan, and System one). These GDS computer networks were originally developed by airline link their availability to travel agent. These ease of access enabled travel agents to directly book fights. Now, through various fee arrangements, hotels and car rental companies also link their individual products to the GDS system. 7. Central Reservation System (CRS) – the heart of the reservation system. Provides the guest with an avenue to locate a hotel of choice in a certain location. Using an easy to find toll free number or one number system (such 1-800-hotels-1) or web site. TRANSIENT GUEST

Who Makes the Reservations? A. FIRST PERSON CONTACT Initiated by the guest B. SECOND PERSON CONTACTS Made by a friend, associates, relatives or Travel Agent C. THIRD PERSON CONTACTS reservations made without a specific guest in mind usually using room blocks Perspective Guests can Obtain Information about the Hotel in a Number of Ways Including: 1. Advertisement in magazines, newspapers, or yellow pages and on billboards or airport signs

2. Direct mail brochures 3. A travel agent or tour operators 4. A clerk on another hotel 5. Word-of-mouth or referral 6. Mention in guidebook

-Type of rooms required -Price -Identification of the guest such as name, address, telephone number (home & Office) etc. -Quality of the Reservation

SPACE ON RESERVATION CHART? DETERMINING THE AVAILABILITY OF ROOMS FOR THE DESIRED DATE

QUALITY OF RESERVATION 1. NON-GUARANTEED / REGULAR 2. GUARANTEED RESERVATION 3. PERMANENT RESERVATION 4. CONFIRMED RESERVATION

ROOM AVAILABILITY CAN BE YES OR NO ➢Denying a Reservation When the request of the accommodation has been denied, the client/guest must be informed immediately. The reservation clerk should not stop here. Suggesting alternate date, types of rooms and rates other than those requested or even trying to find a room for affiliate or neighboring hotel can result in either a booking at the hotel or at least a very good impression of the clerk’s helpfulness. Accepting Reservation After determining the availability of rooms for the desired date, the clerks proceed to obtain more information on reservation card, (a preprinted form for making a reservation at a hotel). This could be specially designed for the hotel. The information on the card includes: A. Nonessential Information – certain reservation information may not be necessarily being required for each reservation. This less important information is categorized as nonessential or “nice to know” data. Although essential information must be complete for a reservation to accept into computer system, nonessential information is not required. -Estimated time of arrival -Special requests – location, bedding type etc. -Discounts or Affiliations -Smoking and nonsmoking preferences A. Essential Information -Arrival and Departure Dates -Number of nights -Number of persons -Number of rooms required

➢Acknowledging the Reservation Most reservations are confirmed on the spot as part of the telephone conversation. If there is sufficient lead time, a written acknowledgement or confirmation may follow. Reservation Codes – are sequential series of alphanumeric combination that provide the guest with a reference for a confirmed or guaranteed reservation. Also, it referred to as confirmation number ➢ Canceling Reservation Travelers are doing a hotel a favor by letting it know if they do not plan to use a reservation. The cancellation frees the room to re rerented. For this reason the reservation clerk should express courtesy when taking the cancellation. Guaranteed and a nonguaranteed reservation is subjected to the cancellation policy of the chain or property that is stated in the Reservation card and confirmation card. Example of cancellation policy: “If you find it necessary to cancel this reservation, please call 1-800-123-4567. Room reservations will be held until 5:00 p.m. on the date of arrival. All pre-paid reservations cancellation should be received 24 hours prior to the date of arrival for a refund to be issued.” Cancellation Codes – is a sequential series of alphanumeric combination that provides the guest

with a reference for a cancellation. Also, referred as Cancellation Number The Problem of No-Show 1.They impose limits on the time to which the reservation will be held. 2.They ask for advance payment in cash or credit card. 3.They request that payment guaranteed (full payment before the check-in). 4.They take more bookings than they have rooms. -TELEPHONE EXCHANGEThe telephone is an indispensable element in the communication system of any hotel. In large hotels, separate section known as Telephone Exchange, PBX (Private Branch Exchange), PABX (Private Automated Branch Exchange) VoIP (Voice over Internet Protocol) Although phone operators do not have face to face contact with guests, clients or callers, they can build or destroy the image and reputation of their hotel depending on their voice, volume, language and disposition. They are also considered front liners since they usually serve as first contact of callers or patrons before coming to the hotel. The first impression that they create on the phone can be lasting impression and infuence guests’ disposition and decision in patronizing the hotel. Thus, a telephone manner is important at this section. TELEPHONE CODES - PHOENETIC ALPHABET

PROVIDE ACCOMODATION RECEPTION SERVICES -GUEST REGISTRATIONOnce the guest has arrived and has made it to the front desk clerk, the registration

process begins. Registration at the front desk is normally the first face-to-face contact the guests make with the hotel. The registration will terminate when the guest has completed the registration card and been assigned to a room. The registration procedures are usually different from a guest with reservation, group with reservation and walk-ins.  The guest with reservation simplifies the registration process. The hotel normally collects the required guest registration data on the reservation record created at the time of reservation.  Group with reservation, similar to the guest with reservation but normally a pre-registration is required in a group arrival because they arrive often all together. Pre-registration reduce delays at reception and form of impatient queue at the desk. What usually happens is that reservation departments receive a list of group names & room preferences from the group organizer several days in advance. Staff then prepare individual registration card, and room keys attached. The complete set is then placed in an envelop together with group programme and hotel promotional material. When the group members arrive, they are directed to a separate desk, which often set up in another room. There they are issued with their individual envelops and asked to sign the pre prepared registration card.  Walk-in guest will take the longest time to complete the registration process because the hotel is incapable of performing any reservation and or pre registration activity for this guest. Purpose of Registration Process 1. Capturing the guest’s personal data 2. Satisfying the guest room and rate requirement 3. Generating the registration record of the transaction Functions of Registration 1. It satisfies the legal requirements. (aliens & non-aliens requirements) 2. It provides a record of actual arrival opposed

to bookings. 3. It helps to confirm the guest ‘s acceptance of the hotel’s terms and conditions, and is thus useful should legal proceedings be necessary. GUEST REGISTRATION PROCESS 1. Guest requests to check into a hotel 2. Front desk clerk projects hospitality toward the guest 3. Front desk clerk inquiries about the guest reservation 4. Guest completes the registration card 5. Front desk clerk reviews the completeness of registration card 6. Front desk clerk verifies credits 7. Front desk makes room selection 8. Front desk clerk makes room assignment 9. Front desk clerk assigns room rate 10.Front desk clerk discusses sales opportunities for hotel products and services with guests 11. Front desk clerk provides room key 12.Front desk processes folio REGISTRATION CARD - the source document that initialize the occupancy phase of the guest stay. The card contents vary depending on the hotel. oContents: ▪ Expected departure date ▪ Number of room assigned ▪ Company or group affiliation (if any) ▪ Method of account settlement ▪ Today’s date ▪ Personal data ▪ Number of guest ▪ Information on guest’s car (if any)

Page 7 of 9 UNIT OF COMPETENCY: PROVIDE ACCOMODATION RECEPTION SERVICES Learning Outcome: 1. Perform guest registration process. -GUEST REGISTRATIONOnce the guest has arrived and has made it to the front desk clerk, the registration process begins. Registration at the front desk is normally the first face-to-face contact the guests make with the hotel.

The registration will terminate when the guest has completed the registration card and been assigned to a room. The registration procedures are usually different from a guest with reservation, group with reservation and walk-ins.  The guest with reservation simplifies the registration process. The hotel normally collects the required guest registration data on the reservation record created at the time of reservation.  Group with reservation, similar to the guest with reservation but normally a pre-registration is required in a group arrival because they arrive often all together. Pre-registration reduce delays at reception and form of impatient queue at the desk. What usually happens is that reservation departments receive a list of group names & room preferences from the group organizer several days in advance. Staff then prepare individual r...