FRONT OFFICE PROFESSIONAL - Lobster Inkstream.lobsterink.com/legacy/hallmark/front_office...back on them from behind the front desk. a) Pre-arrival b) Arrival c) Occupancy d) Departure

© Copyright Lobster International S.A. 2015. All rights reserved.

FRONT OFFICE PROFESSIONAL Training Manual & Workbook

1 LEVEL

1.1 Introduction to Front Office 1.1.1 Understanding Front Office

1.1.2 Front Office Structure

1.1.3 The Front Office Logbook

1.1.4 The Flow of Front Office

1.1.5 Facility Familiarisation

1.1.6 Room Type Familiarisation

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1.2 Communication1.2.1 Front Office Communications

1.2.2 Basic Front Office and Guest Communication

1.2.3 Front Office and Housekeeping Communication

1.2.4 Front Office and Maintenance Communication

1.2.5 Front Office and Events Communication

1.2.6 Front Office And Security Communication

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1.3 Etiquette and Presentation1.3.1 Personal Hygiene and Appearance

1.3.2 Uniform

1.3.3 Body Language

1.3.4 Active Listening

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1.4 Telecommunications1.4.1 Telephone Etiquette and Procedures

1.4.2 The Front Office Switchboard

1.4.3 Wake-Up Calls

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Page 2 Front Office Professional Training Manual & Workbook© Copyright Lobster International S.A. 2015. All rights reserved.

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1.1.1 UNDERSTANDING FRONT OFFICE1

The Front Office is the foundation of every establishment. We will teach you:

• How the Front Office functions.

• What your role in this department is.

• Why it functions as it does.

• How to complete your tasks efficiently.

• How to exceed your Guests’ expectations in every way, all the time.

The Front Office of your establishment is strategically positioned to give you a full view of the foyer or lobby area, providing more control over the Guests movements and enabling you to, ‘anticipate a Guest’s needs at all times’

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Front Office is the first point of contact for Guests, responsible for dealing with all queries, needs

and complaints of Guests.

Know which services you will be expected to fulfil

FRONT OFFICE SERVICE DESK

Welcome Guests Concierge Services

Accounts and Records

Interdepartmental co-operation and communications

Ensuring all

departments co-operate smoothly

Exceeding Guest’s

expectations

A return Guest+ =

1) Why is Front Office so important?

2) List examples of ways in which you can anticipate a Guest’s needs at your establishment.

1.1.2 FRONT OFFICE STRUCTURE

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1.1.1 UNDERSTANDING FRONT OFFICE



1.1.2 FRONT OFFICE STRUCTURE

1) Organisational chart

Familiarising yourself with the Front Office structure will help you to place what you have learnt. Furthermore, you need to be able to see where you and your work fit in with the rest of the Front Office.

2) Shift structures

Your work hours are constructed to accommodate Guests so they will be different to those of someone working in the corporate world who might work Monday to Friday, 09:00 to 17:00.

Key Points of Front Office Shift Structures:

a. Days of Operation - days that you will be expected to work within a week.b. Hours of Operation - time that you will be expected to work within a week. c. Rostered days off - the days that you will not be required to come to work.d. The Open and Close shift - shifts that involve the opening and closing duties at

Front Office if it is not open for 24 hours a day.e. Why Front Office operates for such long hours - Front Office needs to be

available to Guests at all times to ensure that Guests’ expectations are exceeded.

1) Take a few moments to explain your establishment’s organisational chart to a fellow colleague.

2) What are the allocated working hours for each Front Office member as per your organisational chart?

3) Draw an organisational chart for your establishment’s Front Office department below:

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1) Prepare a logbook entry about an event that occurred in your establishment.

2) Think of instances that don’t occur often that need to be reported in your departmental logbook, and list them below.

3) List the procedures surrounding your Front Office Logbook.FRONT OFFICE SERVICE DESK

1.1.3 THE FRONT OFFICE LOGBOOK

Logged information should be detailed and in accordance with the guidelines, so that your colleagues can easily

make sense of what you have written.

A logbook A journal which lists unusual events, Guest complaints and relevant information from your daily operations. It should be centrally located to make it accessible to all staff members at your establishment. Before starting a shift you are expected to read the logged activities from the previous shift to ensure that you are up to date with current activities and situations.

Front Office Log Book Entry Guidlines

1. Guest name and room number.2. Time of Guest request or complaint.3. The actual request or complaint.4. Your name or initials next to the comment.5. Follow up promises made to Guests.

Types of log entries:

1.Guest

Complaints

2.Guest

Requests

3. Compliments from Guests

4.Logging

non-Guest information

1.1.4 THE FLOW OF FRONT OFFICE

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1.1.3 THE FRONT OFFICE LOGBOOK 1.1.4 THE FLOW OF FRONT OFFICE

1) The Guest flow cycle:

It is important that we look at the daily flow of Front Office and what the department’s roles and tasks are. The functions, and design of the Front Office are geared towards supporting Guest transactions and services.

2) The desired functional organisation of Front Office

The design of the Front Office needs to be organised and functional making all equipment, forms and supplies easily accessible to staff. This will enable you to assist Guests more efficiently. You will need to be prepared to respond swiftly to expected and reasonable requests. At no point should you leave your Guests unattended or turn your back on them from behind the front desk.

a) Pre-arrival b) Arrival c) Occupancy d) Departure

The Guest cycle maps the sequence of interactions between your

establishment and your Guest. The way the Front Office operates is

directly related to what the Guest is doing.

2) List five ways in which the flow between the different departments can be improved to aid the efficiency of Front Office.

2) How can you rearrange your Front Office to be more efficient and thus allowing for faster service for Guests?

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1.1.5 FACILITY FAMILIARISATION

As the face of your establishment you need to be confident in your product knowledge and facilities. This knowledge will allow you to give information to Guests and exceed their expectations by going one step further.

The information you are expected to know about your establishment’s facilities includes:

1) Make a list of five popular facilities at your establishment and provide the operating hours, the costs involved and their age requirements.

2) Pick one of the listed facilities and write down five ways in which you could up-sell this facility to a Guest?

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The opening and closing times.

Knowing the operating times of your facilities will assist Guests in planning their day. Issuing incorrect times will result in an unhappy Guest whose expectations will have not been met.

Availability. Knowing the availability of your facilities will avoid Guests feeling awkward or annoyed when they find the facilities already in use. If you know the availability, you will be able to make the Guest comfortable while they wait.

The costs Involved. You should always know the cost of your facilities. Providing the incorrect prices will result in a Guest feeling uncomfortable as they may not have budgeted appropriately.

Age requirements. If Guests are not made aware of age requirements they may take a child to an area where children are not allowed. When making a reservation for a Guest you should advise them of these features.

OCCUPIED

1.1.6 ROOM TYPE FAMILIARISATION

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1.1.5 FACILITY FAMILIARISATION 1.1.6 ROOM TYPE FAMILIARISATION

Room Type Familiarisation Knowing all your room types, location and the standard facilities of each room type is very important for you to be able to eventually sell your establishment to potential Guests. A good way to familiarise yourself with the rooms is to walk around your establishment.

Your manager should provide you with written information on each different room and its specifications. It is important you learn how to answer leading questions which Guests frequently ask about rooms.

?Questions

frequently asked by Guests

about rooms

Do you offer smoking and non-smoking

rooms?

Do all your rooms offer

a view?

Do you have rooms with queen

size beds and ones with king

size beds?

Do you have any rooms that are wheelchair

friendly?

Do you have twin

bed rooms available?

Do you offer inter-leading

rooms for families?

1) Write down a few of your different room types and list their various amenities. Take into consideration information that could help sell a room to a Guest.

2) Brainstorm a few possible answers to some of the ‘Questions frequently asked by Guests about rooms’.

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Q&A

1.2.1 FRONT OFFICE COMMUNICATIONS

Communication channelsCommunicating verbally with your Guests and colleagues is the most common form of relaying information in the Front Office. There are channels other than verbal communication which you will use on a daily basis, such as:

Channels of Communication

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Why is communication important?When the communication channels are not used to communicate information in the

office, miscommunication between the departments happens. This miscommunication results in Guest requests not being fulfilled and a general sense of chaos.

1) At your establishment, which out of the 5 channels of communication are used most frequently in Front Office?

2) List three ways you can improve communication in your Front Office department.

CONSISTENT COMMUNICATION = HAPPY GUESTS

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Memorandum

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Email

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Search Engines

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Written

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1.2.2. BASIC FRONT OFFICE AND GUEST COMMUNICATION

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Mail


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1.2.1 FRONT OFFICE COMMUNICATIONS 1.2.2. BASIC FRONT OFFICE AND GUEST COMMUNICATION

1) Non-verbal language: List some technologies that can be used to communicate with a person of a different language (e.g. online dictionaries).

2) Think of an example where you have encountered a situation in which communication between yourself and a Guest of a different language has been challenging. Write down how you overcame this challenge.

Important points to Guest Communication

Professionalism: From the first moment you engage with a Guest you must remember to be professional and display a positive attitude at all times. This includes greeting Guests in the correct manner, and remembering the difference between being friendly and being overly familiar.

Artful Communication: You can exceed a Guest’s communicative expectations by presenting information to them in a positive, meaningful, understanding and interesting way. Avoid using negative language at all times when communicating with a Guest.

Language Barriers: In Front Office you will inevitably encounter a Guest who does not speak the same language as you. This verbal barrier can be overcome by the use of non-verbal language.

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1.2.3 FRONT OFFICE AND HOUSEKEEPING COMMUNICATION

1) Write down what the most common channels of communication are that are used to communicate messages from Front Office to Housekeeping. Then provide a comment for each which rates how effective these channels are in delivering excellent service to Guests.

2) List five ways to improve the communication between Front Office and Housekeeping.

The flow of Front Office is dependent on effective interdepartmental communication at your establishment, as other departments rely heavily on you to provide them with information.

Why do you communicate with housekeeping?

The housekeeping department is the department that you will make the most communication with during the day. Reception sells the room and Housekeeping prepares it for the Guests arrival with both departments ensuring that the room

meets the establishment standards.

Ways of providing information to housekeeping:

a) A DAY SHEET

b) CHECK-OUTS

c) EARLY OR EXTENDED DEPARTURE DATES

d) EARLY ARRIVALS

e) ROOM MOVES

f) GUEST SPECIAL REQUESTS

g) RETURN GUESTS

h) GROUP BOOKINGS

i) COMPLAINTS

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1.2.4 FRONT OFFICE AND MAINTENANCE COMMUNICATION

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1.2.3 FRONT OFFICE AND HOUSEKEEPING COMMUNICATION 1.2.4 FRONT OFFICE AND MAINTENANCE COMMUNICATION

Communication with Maintenance will ensure that the property’s structures, grounds, and electrical and mechanical equipment are well maintained. Miscommunication between Front Office and Maintenance could result in a Guest room or public area not being attended to, resulting in unhappy Guests.

What should you communicate with Maintenance?

The Maintenance department must be informed of every fault or issue which occurs at your establishment, including both minor and major issues. These can

include issues such as a light bulb which needs changing or an overflowing toilet.

How to communicate with Maintenance

Maintenance Logbook

Radio Communication

Speciality Software

Verbal Communication

1) At your establishment, what are the most common Maintenance requests from your Guests?

2) Imagine you were on your establishment’s Maintenance team. Write down what kind of information you would need to have communicated to you from Front Office in order to provide effective service.

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1.2.5 FRONT OFFICE AND EVENTS COMMUNICATION

As Guests will approach the front desk before approaching anyone else to ask a question about your establishment, it is crucial that you know what is going on throughout these departments at all times.

Why do you communicate with the Events department?

You communicate with the Events department because you need to be up to date with all event information relating to your establishment, so that in turn

you can pass this information on to your Guests.

1) Have you ever had to communicate with the Events department? What information were you expected to tell them to ensure that Guests received the best possible service?

2) Consider the Events’ communication channels at your establishment. Make a list of any that you may not know how to use. Perhaps there are some that you are particularly good at using and you can help others with them. In pairs, with your collective knowledge of the communication channels, teach each other how to use them.

Events Communication

Channels

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Digital Notifications

Radio Emails

Events LogbookRegular

Meetings

Event Orders

1.2.6 FRONT OFFICE AND SECURITY COMMUNICATION

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1.2.5 FRONT OFFICE AND EVENTS COMMUNICATION 1.2.6 FRONT OFFICE AND SECURITY COMMUNICATION

When starting in Front Office, you need to introduce yourself to all the Security personnel in order to improve your relationship with them and develop an understanding of their operating hours. This will ensure a smooth stream of communication between the two departments when reporting security issues.

What should you report to Security?

a) Suspicious behaviour

b) Drunk and disorderly behaviour

c) Staff dishonesty

d) Inappropriate behaviour

Q&Atip

How to communicate with Security

Radio Communication The most common way for you to report any security concerns as it is the fastest and easiest way to communicate with the department.

Verbal Communication This is the second most common way for you to communicate with the Security department. It is reliant on face to face communication with someone from the Security department.

Written Communication This is the least frequently used way to communicate with the Security department as all security issues need to be reported immediately.

1) Think about a situation at your establishment that would require the services of the Security department. Create a logbook entry in which you outline what the situation was, what time it occurred and how it was dealt with.

2) Which channel of communication would you use to contact Security in a situation that required you to deliver a message instantly?


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1.3.1 PERSONAL HYGIENE AND APPEARANCE

Focus areas to ensure you are hygienic and professional

1) Can you think of any areas of personal hygiene which you could improve upon? Write down and incorporate them into your daily routine. This will help you to look more professional than you already do.

2) In what ways could you having bad hygiene and body odour affect the Guest’s experience in your establishment?

Bathing and body odour: Before you start your shift, make sure that you have bathed or showered and have made use of antiperspirant deodorant afterwards.

Teeth and breath: Always brush your teeth just before starting a shift and ensure that you do not eat foods which contain raw onion and garlic. Keeping peppermints in your pocket is an effective way to maintain fresh breath when you are on duty.

Face: Your face should always look clean and fresh. Ladies’ makeup should be light, natural and understated. Men must be clean shaven unless your establishment allows moustaches, in which case they should be neatly trimmed at all times.

Hands and nails: Wash your hands regularly - particularly after using the toilet, smoking and handling waste. It is important to use warm water and soap, and to wash in-between the fingers and under the nails. Your nails should be clean and kept short and neat. If ladies wear nail polish it should be clear.

Hair: Hair should always be neat and in a work appropriate style. Both men and women who have hair which touches or falls below their collar need to tie it into a neat ponytail or bun. If hair accessories such as clips or hairbands are worn, they should be plain and match your hair colour.

Jewellery: Jewellery must always be kept to a minimum, understated and simple. Wedding rings and religious chains may be worn, provided that the chains are understated and tucked away.

body odour

teeth & breath

face hands & nails hair jewellery

1.3.2 UNIFORM

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1.3.1 PERSONAL HYGIENE AND APPEARANCE 1.3.2 UNIFORM

The Parts of a Uniform

Overall look: Your uniform must be clean, ironed and in good condition. The fit: Your uniform should always fit your body correctly.

Underwear: Underwear should not be a visible feature of your uniform.

Name badge: If you wear a name badge, it should be clearly visible, straight and clean.

Shirts: If a collared shirt is part of your uniform it must be ironed, clean and tucked in. Wear the collar turned down and make sure the cuffs are clean.

Trousers and skirts: Skirts and trousers should be the correct length. Make sure that the zip is checked.

Tie: Your tie should be neatly tucked

away underneath the collar of your shirt, in the centre.

Socks and stockings: Socks must always be fresh, clean and the same colour as your pants. Stockings must not have any ladders or holes.

Shoes: Shoes in the Front Office must always be polished, clean, have the laces tied, and should be of a simple, understated design. There may be no open-toed shoes.

Pockets: Pockets may not be used as storage space for your personal belongings, as bulging pockets are unsightly to Guests.

Jacket and waistcoat: Your jacket and waistcoat should fit perfectly. The bottom button of your suit jacket is traditionally left unbuttoned.

Why do we wear a uniform?

The uniform represents who you are and what establishment you work for. Wearing the same uniform as your colleagues signifies that you have the same goal of

delivering a standard of excellent service as a team.

1) List the various parts which make up YOUR uniform at your establishment.

2) Write down all the checks you make to ensure that it is worn correctly.

3) At your establishment, are there any specific rules/parts of you uniform that are different to other employees in other departments? If so, list these differences.


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1.3.3. BODY LANGUAGE

Body language is an important communication tool in the Front Office as it influences communication with your Guests, and colleagues. Getting your body language correct will influence your interactions in your establishment in a positive way.

SMILING

EYE CONTACT

PERSONAL SPACE CALMNESS

POSTURE

OPEN BODY LANGUAGE

POSITIVE ATTITUDE

tip

POSITIVE BODY

LANGUAGE:

1) Do you find it easy to display positive body language? How do you remain calm when you engage with Guests?

2) Write a paragraph on how you and your colleagues can use positive body language to improve a Guest’s first impression of you.

1.3.4 ACTIVE LISTENING


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1.3.3. BODY LANGUAGE 1.3.4 ACTIVE LISTENING

Key points that reveal how you can listen actively

Maintain Eye Contact:Show Guests that you are interested and paying attention to what they have to say by maintaining eye contact from the moment you begin a conversation.

Look and Be Interested:Your body language should show Guests that you are interested in what they have to say and that the Guest is your main priority.

Engage with and Listen to Guests Pay attention to Guests’ tone, remembering to be patient, silent and respectful when Guests are speaking. It is also good to ask clarifying questions.

Evaluate the message and Respond Accordingly When listening, you show respect to the Guest by holding back your own frame of reference and judgement. This is done by listening to what the Guest wants and withholding your own opinions and experiences.

2. Provide five ways in which you can develop genuine interest in what the Guest is saying, in order to help with active listening.

3. Write down what your understanding of ‘paying attention to a Guest’s tone’ is when they are talking, when you are trying to anticipate what a Guest wants from you.

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Telephone Etiquette and Procedures

1.4.1 TELEPHONE ETIQUETTE AND PROCEDURES

1) Answer the Phone• Must be answered within three rings.• Noise-free environment.• Use your establishments greeting.• Introduce your name.• Use the Guest’s name when interacting.

2) Speaking on the Phone• Speak clearly and calmly. • Never raise your voice on the phone.• Be positive and cheerful at all times.• Don’t ever rush a Guest.

3) Placing calls on Hold• Be polite. • Use phrases like ‘would you mind waiting a moment

please’.• Give opportunity for caller to respond.• Don’t place callers on hold for longer than 30 seconds.

4) Transferring the Call• Comment politely to the caller before connecting them

to the correct department.• Introduce the Guest to the connecting department

before putting the call through.• Apologise for any incorrect extensions and unavailable

lines before redirecting calls.

5) Taking Messages• Listen actively to the caller and then write down the

message.• Repeat messages back to the caller to ensure that

they are correct.• For messages between midnight and 07:00 you

must use a silent calling card.• All deliveries must be delivered within 20 min and

signed for between 07:00 and midnight.

1) At your establishment, what is the telephonic greeting procedure when answering the phone? Write down your establishment’s specific greeting.

2) Write down any new discoveries which you have made about answering the phone. Write down three areas in which you could improve.

1.4.2 THE FRONT OFFICE SWITCHBOARD

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1.4.1 TELEPHONE ETIQUETTE AND PROCEDURES 1.4.2 THE FRONT OFFICE SWITCHBOARD

1) Draw a work flow chart in the space below. Show the transfer of a call from Front Office to the relevant person/department. [e.g. Transferring a Guest phone call from Front Office to a spa therapist or restaurant waiter.]

2) Below is an example of an organisational chart at a medium-sized hotel. Using a pen, highlight or draw in where your switchboard is positioned within your hotel.

Private Branch Exchange (PBX)

directs calls from Front Office to

various departments.

If you work in a large establishment you might have a designated switchboard operator or if you have a medium to small establishment you will all be expected to operate the switchboard too.

Calms the office during busy times.

a) Answer the phone professionally.

d) Transfer.

Front Office console capable of

running more telephones on fewer

telephone lines.

Aids the flow of office phone traffic.

b) Assist with customer enquiries.

e) Take Accurate Messages.

c) Attend to Clerical Duties.

What is the switchboard?

The Function of the

switchboard

Switchboard Expectations


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Q&A

1.4.3 WAKE-UP CALLS

Why are wake-up calls important?

Some Guests will use it as a back up alarm to the alarm that they already have set on their mobile phone, other Guests will use it because they enjoy the

personalised service, and know that your wake-up call is guaranteed to happen.

Wake-up call expectations: • Remember telephone etiquette,

speak calmly and proficiently. • Always confirm the Guest’s room

number and wake-up time. Always politely ask whether there is anything else that you can assist them with.

• The wake-up call must be made within two minutes of the Guest’s given wake-up time.

WOW Guests

Offering to order the Guest a coffee, a tea or a refreshment after the wake-up call.

Offering to provide the Guest with the daily weather forecast.

Offering to withhold phone calls if the Guest requests an evening wake-up call.

Guests still regard wake-up calls as a valuable, personalised service helping them to relax without the responsibility of waking up.

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1) Can you list five administrative services you could offer to a Guest who has requested a wake-up call that would wow them?

2) Have you ever had to make a wake-up call? What personalised services did you make available during the wake-up call?

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Documents

FRONT OFFICE PROFESSIONAL - Lobster Inkstream.lobsterink.com/legacy/hallmark/front_office...back on them from behind the front desk. a) Pre-arrival b) Arrival c) Occupancy d) Departure