World Class Service For Front Office Staff

About the Workshop

They are called guests and not customers in the Hotel industry.

Guests are to be treated slightly differently than customers, as the service within a hotel differs from department to department, making world class service position-specific.

Like any other industry, hotels have their dos and don’ts, and the right and wrong, making service delicate grounds when it comes to “guests’ satisfaction”

This workshop is designed to equip Front Office staff in the hotel industry with the needed knowledge, skills and ability to provide their guests with world class service.

Learning Objectives

By the end of this workshop, participants will be able to:

• Conduct themselves properly

• Understand their role as a Front Office agent, not just a hotel employee

• Provide excellent service

• Solve problems of other departments within limitations

• Be the hotel’s ambassador of excellent service

• Adopt the I CAN attitude

Covered Topics

1. Responsibilities to Guests

a. Manager on Duty

b. Responding to guest request

c. Preparing the daily setting of the F.O

2. Reception

a. Welcome

b. Position and posture

c. Self-conduct of a successful F.O agent

3. Reservations

a. General

b. Reservation procedures

c. Confirmations and cancellations

d. Dealing with dishonored reservations

e. No shows

4. Registration and Check-ins

a. The right process

b. Special needs guests

c. Inability to immediately accommodate

5. Checkout

a. Maintaining loyalty

b. Inviting feedback

c. Breakfast checkout

6. Services linked to Front Office

a. The calls you most probably will get

b. Room service

c. Housekeeping

d. Luggage Service

e. Transportation service

f. Laundry

g. Lost and found

h. Business Services

7. The Telephone

a. Etiquette

b. Wake up calls

c. Messaging

8. The “I CAN” attitude

Duration: 9 hours