HTH536 Front Office Workbook HM3403A3 PDF

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Summary

Front Office Workbook...

Description

A GUIDE TO WELCOMING AND TAKING CARE OF VIP GUESTS Front Office and Guest Relations Module

SITI ARIFAH

ELYSSA AMIRA

NOR SYAHIRAH IZZATI

NOR AIN AMIRA

CAROLINE YAP

NUR IMAN NATASYA

ZAHARAH RATMIN

MUHAMMAD ASYRAAF DANIAL

MUHAMMAD AFIQ SAFWAN

THE PREFACE AND AUTHORS This module gives students the chance to share knowledge and skills gained in the Hotel Premiere Service Course, particularly in Front Office and Guest Relations Module. It is designed as a guide for future students to perform all related tasks and sub-tasks as a hotel butler. This module is also presented with a logical order of front office and guest relations module that include the area of welcoming the guests, taking care of the guests, checking-out and bidding farewell. The module also includes a very detail standard operating procedure to perform all tasks and sub-tasks with relevant graphics to reinforce understanding on each procedure. The module also gives students the opportunity to: • Put theory in to practice within a real-world setting in hotel industry • Develop skills and knowledge, both specialist and transferrable. GROUP A

Siti Arifah Binti Mohd Kamari (2019206794) HM2403A

Zaharah Binti Ratmin (2019206674) HM2403A

Nor Ain Amira Binti Mohamad Fadly (2020608106) HM2403C

Muhammad Asyraaf Danial Bin Mohd Kamarolzaman (2020614794) HM2403C

GROUP B

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Elyssa Amira Binti Ahmad Kamal Ariffin (2019290332) HM2403A

Nur Iman Natasya Binti Azman (2019359389) HM2403A

Muhammad Afiq Safwan Bin Abdul Ghafar (2019229214) HM2403A

Caroline Yap Sing Yee (2019423604) HM2403A

ACKNOWLEDGEMENT

Nor Syahirah Izzati Binti Nor Azman (2019614762) HM2403A

Sir Mohd Taufik Bin Zamri @ Zimri

In performing this teamwork assignment, our group from the class of HM2403A3 took a guideline from a respected person who deserves our gratitude. The completion of this assignment gives us much pleasure. We would like to show our full gratitude to our lecturer, Sir Mohd Taufik Bin Zamri @ Zimri, the lecturer of the subject HTH536 – Premier Service (Front Office and Guest Relations Module), for giving us the good guidelines throughout this task and knowledges throughout the learning session for the Second Round of the Front Office module.

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TABLE OF CONTENTS TASKS THE PREFACE AND AUTHORS ACKNOWLEDGEMENT TASK 1: PREPARATION FOR GUEST ARRIVAL a) Conducting pre-arrival interview b) Updating guests’ profile (Pre-arrival grid) c) Customizing guests’ requests d) Performing suite inspection TASK 2: WELCOMING THE GUEST

PAGES 2 3 6–9 10 11 – 15 16 – 17

a) Greeting the guest

19 – 20

b) Touring of suite on arrival

21 – 23

c) Checking-in the guest TASK 3: TAKING CARE OF GUESTS

24 – 27

a) Performing wake-up service

29 – 32

b) Supervising the preparation for breakfast en suite

33 – 37

c) Following-up guests’ activities TASK 4: CHECKING-OUT OF GUESTS a) Assisting guest check-out b) Bidding farewell REFERENCE

38 – 39 41 42 43

STANDARD OPERATING PROCEDURE

Department

: Front Office 4

Task

: Preparation for guest arrivals

Sub-task

: Conducting pre-arrival interview : Updating guests’ profiles : Customizing guests’ requests : Performing suites inspection

Description

: This preparation and procedure conducted by butler is based on a wow factor to surpass guest expectations during their arrival.

Personnel

: This procedure is conducted by the butler focusing on front office and guest relation area.

Location

: Butler department

TASK 1: PREPARATION FOR GUEST ARRIVAL a. Conducting Pre-Arrival Interview

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The purpose of the pre-arrival interview is to identify the wishes or preferences of the guests during their stay at the hotel. This is to give comfort to guests and help smooth all the activities they want to do while giving them the best and unforgettable experience. In addition, the information will help butlers to promote and improve the services and facilities provided by the hotel. There are 2 ways to do this pre arrival interview which is by email and phone call. EMAIL

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PHONE CALL Greetings

Good morning/ afternoon/ evening, Mr./ Ms./ Dato’/ Datin/ Tan Sri/ Puan Sri. My name is _________ and I'm one of the butlers at _________.

Asking about their time

“If you have a few moments, I would like to assist you with the calendar and reservations for your upcoming visit”  If not, “When may I call back or is there someone else, I should contact?”

Confirming guest information

Number and name of adults and children coming? “Do you have an anticipated arrival time?” “How will you be arriving?”  If flying: “May I have your flight information?”  “Do you require transportation from the airport?”  If driving “Do you require directions?” + “Can I have your vehicle registration number, type of car and colour?” “What facilities would you like to use during your stay?” If unknown, go through the list:  Golf  Tennis  Sailing  Skiing  Spa and Fitness Centre  Hiking  Snorkelling and Diving “Do you have any bookings for other activities or entertainment outside the hotel or do you want me to help you book your activities?” “Do you have special requests, Sir/ Dato’”

Reconfirm information

“Alright, Sir/Dato’. Allow me to reconfirm your details. First, you come with your wife. Second, ___________________ Next, ______________________ Last, _______________________

Closing

Thank you, Sir/ Dato’ for your good cooperation. We can’t wait to see you in our hotel. Have a nice day.

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b. Updating Guests’ Profile (Pre-Arrival Grid) Pre-arrival grid showing:

Guest/ Room

Pre-arrival interview done

Reservation Made

Needed Item in Stock

Guest type

Confirmation 5 day before guest arrives (taking note on any changes)

Dato’ Seri Kamal (Hibiscus)

Done by Athur (email)

By Trivago

Fresh roses

Business

No Changes

Sir Edward (Lily)

Done by Tom (phone call)

Travel agency

-

Leisure

No changes

Tan Sri Ahmad (Rafflesia)

Done by Amber (Phone call)

Hotel website

Lavender bath salt

Leisure

Guest request for Istana Budaya event on second day

Dahlia Rose

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c. Customizing Guests’ Request

Make sure hotel policy is above everything

Sharpen empathy and proactive skill

Ready to surpass guest expectation with wow Tailored service (butler coordinator) provides, factor. customized, and personalized all the paperwork including letterhead, envelope, and business card with guest/s name written in modern calligraphy.

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Customized personalized welcome letter based on 4 main components

 

A goodnight card with an attachment of: The following day’s weather (written in degree Celsius) Guests’ next day’s calendar starting from day 2 onwards.

Day 2

Day 3

In case the guests’ activity got cancel, butler need to inform guest and make recommendation: This is when the butler needs to go extra miles to make the guests happy. The butler should reach out to the guest and inform them about the cancellation and provide them with list of restaurants that relate to their preferences. The butler can refer to the pre arrival interview (special request) or guest history profile to take note on what is his/her like and dislike. Below is a short example on how butler can inform the guest about the cancellation. “Dear Dato’ Aziz. Due to temporary closure of Chef Ismails’ Restaurant Rebung, we regret that we might not be able to proceed with your reservation on 30 th November 2020. Fortunately, we have list down some restaurants that provide the outmost fare based on your preferences: 

SukaSucre Bistro by Dato’ Fazley Yaakob in Cheras



De.Wan 1958 by Chef Wan



Le Petit Chef Grand Hyatt Kuala Lumpur

 If the guest does not have any activity planned, suggest something that appealing to the guests based on her like and dislike that the butler check on guest history profile:

Floating Breakfast:

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Wake-Up Service Request Card Will Be Placed at Information Kit in Guests’ Suite

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(Example of a wake-up service requested card)

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Bath Drawing Tutorial Step by Step

Salt Bath

Bubble Bath

In a clean bathtub/ Jacuzzi:

In a clean bathtub/ Jacuzzi:

1. Pour 2 cups of Epsom salt into the warm water 2. Stir the water using your hand to dissolve the salt grains. 3. Soak for at least 12 minutes. 4. Check the temperature using your elbow or digital thermometer

1. 2. 3. 4.

mix ½ cup mild liquid body soap, 1 tablespoon sugar or honey 1 egg white For dry skin add natural oil pour the entire mixture under the running water as you draw your bath. 5. Check the temperature using your elbow or digital thermometer

 Good for sore muscle. Confirm with the guest/s beforehand if they have any open wound, acne, or skin rashes. Do not proceed if they do. Suggest the next best option.

 Water temperature must be: 36°C - 37°C

Guests’ Information And Daily Agenda Is Added To Whiteboard And Butlers’ Driver License.

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d. Performing Suite Inspection PRIOR TO THE ARRIVALS OF THE GUEST(S)

Butlers team up with housekeeping floor supervisor to ensure the cleanliness and every in-room maintenance are in an excellent condition in details.

Butler must refer to “Suite Inspection” checklist to ensure everything is well inspected by both butler and housekeeping floor supervisor.

Take extra precaution to inspect, and run a test on the heating, ventilation, and air conditioning (HVAC) to ensure indoor air

Butlers record any malfunction they encounter in the suites or floor that effect the hotel to let everyone aware and take 17

quality is excellent to avoid the guest/s from facing bad experience in their personal zone.

1. Ensure the lights are working. 2. Switch on the light:  Dim the light during night  Brighten the light during the day 3. Ensure the clock radio is fully reset. Ensure the radio is set to medium to low volume.

action to solve it. Take note that “suites upgrade” would be a disappointment to the

Ensure all the cultural value in the room is highly put into consideration. Butlers must make some homework to identify how their guest/s want their room to be set based on pre arrival interview and guest history profile. For example, Feng Shui the room area.

Butlers ensure all amenities, special Ensure the key card is working perfectly. complementary (chocolate and flowers), welcome letter and goodnight cards (weather info and guests’ agenda) are placed accordingly in the guest/s suite. Ensure to place back guests’ personal item if they had any the way they like it based on previous experience. DAY OF ARRIVAL AND THE FINAL CHECK

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STANDARD OPERATING PROCEDURE Department

: Front Office

Task

: Welcoming the guests

Sub-task

: Greeting the guests : Touring of suite on arrivals : Checking-in the guests

Description

: This preparation and procedure conducted by butler is based on a wow factor to surpass guest expectations on welcoming the guests.

Personnel

: This procedure is conducted by the butler focusing on the front office and guest relation area.

Location

: Butler department

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TASK 2: WELCOMING THE GUESTS a. Greeting the Guests Every person who works in hospitality industry need to know how to greet their guest. These things important because it can give the good experiences to the guest and can influence them to get your service again in the future. Below was an example how to greet or welcoming your guest on their arrival at the hotel lobby. 1. Butler needs to be ready for the guest arrival. (Make sure butler dressing neatly and always boosts up your confidence)

3. Never script you’re greeting and your greeting need to deliver with sincerity and a pleasant tone. Use formal language with your guest especially with VIP’s guest. 2. Welcome the guest with a warm smile and (Example: Welcome Dato’, Good Morning or need to care of eye contact when their firstGood Afternoon) walk into your hotel lobby.

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4. As a trained butler, you need to introduce

yourself first to the guest to make sure they can easily communicate with you. Create a harmony scene and always show your professionalism with the guest. (Example: Hi Dato Abu, I’m Danial)

5. Offer the guest with cold tower or welcoming

drink on their preferences like coffee or juices. 6. Make a simple conversation with your guest

such as ask how they travelled to get to the hotel, what were their plans while here. Do not raise a serious issue for guests to answer because they may be a little tired due to traveling a long way.

7. After the guest settle with the welcoming drink, butler need to check on the guest properties like baggage to make sure it easy to assist the guest to their room. 8. Last but not least always check if there is

anything else you can do to assist and help the guest.

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b. Touring of Suite on Arrivals 

Guest arrival tour is a basic tour that will be handle by a butler to introduce the amenities and facilities that is provided by the hotel.



This tour will happen when the guest had entered the welcome door and on their way to their room.



Apart from introducing the room amenities and facilities, talking about the spa, gym, pool and other provision also a part of touring.

Standard Operation Procedure for Touring of Suite on Arrival 1) Since touring starts when the guests are on their way to their room, the butler should tell the guests which floor is the swimming pool, gym, spa, dining restaurants and many more. Aside from that, butler also can tell or explain a little bit about the services that is provided by the butler and the hotel itself. 3) Switch on the lights and open the window or curtains. Then, give your guest some times to chill out a little bit.

2)

4)

The first thing that you need to do when you arrive at the front of their room is asking for permission to show on how to use the key card.

Orienting the guest about the bedroom, bathroom, guests’ bar and living room.

‘Mr. X, may I have your permission to show you how to use your room key card? ‘ If he said yes, then you can proceed to show him the way to use the key card. After the door had opened, you need to hold them open and let your guest in. Then, insert the key into the master switch.

5) Since the guests had just arrived at their room, they must be a little bit tired from their journey. The butler must ask the guest first whether they want to have the room explanation or not. ‘Pardon me Dato’ and Datin, can I take a few of your moments to explain about the features in your room? ‘

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6)

7)

8)

If the guests say yes to the questions, you can proceed to explain about the light switches since there are many kinds of lights in the room such as the bedside lamp, wall-mounted lamp and a lot more.

Asking the guests whether they want to use the safety box or not. If guests want to use the safety box, then you need to explain to them on how to use the safety box and how to reset the password.

Show the guest on how to use the TV/VCR/Digital player and also the remote control.

11) Apart from telling the guest about the bar, you can also tell the guest about the services that provided by the butler such as:

9) If there is any fireplace, then the butler needs to show guide the guest on how to use and control the remote.

10)

Providing the ice bucket

The next one is telling the guest about the guests’ bar and the services provided by the butler regarding the bar.

Offering to make the drinks Choosing or suggesting the wine for the guests 12) Showing guest, the bathroom. Telling them about the amenities provided in the bathroom such as soap, shampoo, shower gel, shaving kits, dental kits, etc. Butler need to point out the Jacuzzi and show to the guest how to use and control them.

The butler should tell the guest that all the items provided in the bar is complimentary for the guests. Some of the hotel might provide a mini coffee machine to the guest and the butler also responsible to explain on how to use the coffee machine.

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13)

14)

15)

Tell them about the telephone and how to contact their butler or another department.

Point out the CD/ radio/ alarm clock that is provided.

Butler also need to tell the guests about the folder that has been provided by the hotel.

16) Completing the registration form in room to increase guests’ satisfaction.

Apart from that, the butler also can tell the guest about the wake-up service. If they want to have a wake-up service, they can fill in the card provided and hang them at the front door. They can also call their butler directly to inform about the wake-up service.

In the folder there are some information about the hotels such as the amenities, activities, restaurant menus and many more.

The butler also needs to tell the guest on how to order the room service for dinner, lunch and breakfast by using the telephone. 17) Tell the guests that the butler will be on assist if they need help about something. Ask them if they have any questions before leaving the room. Leave the room with some beautiful wishes. ‘Hope you will enjoy your stay here and leave the most cherished memories. We will do everything we can to accommodate you and make you comfortable.’

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c. Checking in The Guest 

The hotel guest check-in procedure involves all stages from arrival of a guest to the issuance of the room key to the guest.



Since the guest is the top rate guest such as VIP or VVIP, the butler will guide them from the welcome door until they had their own private check-in registration in their suite or room.



Check-in is a process to register oneself in a hotel.



Check-in time usually starts at 2.00 p.m. till late evening except for the early arrival.

Welcoming the guests from the hotel's parking lot.

Greeting the guest.

Touring of the suite on arrivals.

Room orientation on the amenities, guests' bar, bed and bathroom and many more.

Guests' in room check in.

Leaving the guests with a good wishes.

The Check-in General Process