Dr. Karam Gomaa Zaki

25 Feb. 2015

Room division in brief.

Front office hierarchy.

Front office sections.

Front office overview in the top five star hotels.

Hotel core standard.

Service culture standard at Four seasons hotel.

Sequence of service.

Check in/out.

Assignment and workshops.

SECTIONS OF FRONT OFFICE DEPARTMENT IN HOTELS

Room Division Mgr.

SECTIONS OF FRONT OFFICE

Reservation ,

Reception,

Registration,

Bell desk,

Concierge (information desk).

Lobby,

Front office cashier,

Night auditor

Telephone operator,

Business centre

Sections of front office

Door man

Valet

Chauffeur and car valet

Lift attendant

Parking area

Left luggage room

Guest safety locker

Travel desk

Hotel Core Standards

Core Standards of Guest Serviceis the minimum level of service thatevery guest will receive from themoment a guest interacts or makes arequest with an employee, until theinteraction or request is completed.

Service Culture Standards

Four Seasons S.E.R.V.I.C.E. Cultural Standards SMILE Employees will actively greet guests, SMILE, and

speak clearly in a friendly manner. EYE Employees will make EYE contact, even in passing, with an

acknowledgement. RECOGNITION All staff will create a sense of

RECOGNITION by using the guest's name, when known, in anatural and discreet manner.

VOICE Staff will speak to guests in an attentive, natural andcourteous manner, avoiding pretension and in a clear VOICE.

INFORMEDAll guest contact staff will be well INFORMED abouttheir hotel, their product, will take ownership of simple requests,and not refer guests elsewhere.

CLEAN Staff will always appear CLEAN, crisp, well groomedand well fitted.

EVERYONEEVERYONE, everywhere, all the time show theircare to our guests.

Case study 1FOUR SEASONS HOTEL CORE STANDARDS

Mission: To convey a sense of calm competence, and a deepsense of respect for the guest’s time, convenience andsatisfaction.

Phone service will be highly efficient, including; answering before 4th

ring; no hold longer than 15 seconds; or in case of longer holds, callbacks offered, then provided in less than three minutes.

Staff on telephone will sound calm and organized, giving the guest goodimpression.

All guest contact staff will be able to answer basic questions about theproperty, will take ownership of simple requests, and not simply referguests elsewhere.

All staff, even in passing, will engage guests with a smile, eye contactand acknowledgement.

Staff will create a sense of recognition by using the guest’s name, whenknown, in a natural and discreet manner.

Staff will speak to guests in an attentive, natural and courteous manner,avoiding pretension.

Staff will always appear clean, crisp, polished and well fitted.

Sequence of Service

Our working definition of Sequence ofService/Task is the specific order thatservice will be given to every guest, ortasks will be completed. Each sequenceis created to consistently meet the CoreStandards and to ensure efficient andeffective service or completion of tasks.

CHECK-INAction of Sequence Check

1. Warm, sincere welcome, using guest name if known.

2. Receive the luggage claim check from the guest service agent

3. Locate reservation /Present registration card

4. Verify Information on registration card

5. Ask for ID or Passport (if first time Guest)

6. Establish method of payment (Confirm CC details if return guest)

7. Confirm Guest requests

8. Explain the upgrade if applicable.

9. Present any messages or packages

10. Present Reconfirmation Card

11. Verifying & issuing the correct key

12. Escort guest to the room performing hotel & room orientation

13. The staff will assess the needs of the arriving guests and mention features or facilities of the hotel that are helpful and relevant to that guest.

14. Guest will be provided with a card listing important telephone numbers, voice mail instructions and express c/o card

15. Offer a pleasant stay and thank the guest.

Check in/out Tutorial

Assignment 1

Summarize the Checkout steps from the last video from your point of view?

2 points from the 30 points of your tips box. Grab the bargain….hurry up.