Front Office

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Know the Guest

Know the Guest

It is important that we ensure that all guests especially the VIPs and  Club guest have a comfortable stay with us. Make them feel like they are ‘Coming Home’!

Procedure:

For a guest who has been here for the first time, get to know what the guest’s likes and dislikes. This does not mean that you have to interrogate him/her. Do this tactfully. Pay extra attention to what the guest say or comment. Sometimes, this will help you to find out about guest’s likes/dislikes.

How to Greet Guest at Airport

How to Greet Guest at  Airport

To ensure guest is being attended to without any hassle from the Arrival Hall.

IF the guest has made prior arrangement for a car to pick him/her up, ensure the following is done:

Follow-up to check the actual arrival time for the pick-up.

Make sure the car booked for is on standby for the guest – car should be at the airport on time.

Ensure that paging board is prepared beforehand. Make sure that the guest name is neatly written on the board.  (Writing should be legible).

Front Desk Manager - Front Office Department Job Description

DEPARTMENT

Front Office

REPORTING TO

Front Office Manager

POSITION

Front Desk Manager

SUBORDINATE

Senior Front Office

Agency

JOB LEVEL

 

REF NO.

 

RELATIONSHIPS:

-Front Office Manager

-Sales and Marketing Personnel

-Executive Housekeeper

-Reservation Personnel

-All Division/Department Heads

-Hotel guests

JOB SUMMARY:

Guest Service Associate Shift end procedure-STANDARD OPERATION PROCEDURE

STANDARD OPERATION PROCEDURE

                 

DEPARTMENT: Front Office

JOB TITLE: Guest Service Associate

 

TASK NO: FD – CA.12    (Page 1 of 3 )

TASK: Shift end procedure

 

EQUIPMENT REQUIRED: Fidelio work station

 

WHAT TO DO

HOW TO DO

WHY

         

1.Print out the shift summary report

Check out group

STANDARD OPERATION PROCEDURE

             

DEPARTMENT: Front office 

 

  JOB TITLE: Guest Service Associate

TASK NO: FD- CA.8  ( Page 1 of 2 )    

  TASK: Check out group procedure 

EQUIPMENT REQUIRED: Fidelio Workstation / bill folio/ Group correspondence

 

WHAT TO DO 

HOW TO DO 

WHY

             

1. Greeting guest and tour 

check in without reservation/walk in-Guest Service Associate OPERATION PROCEDURE

STANDARD OPERATION PROCEDURE

             

DEPARTMENT: Front Desk 

 

  JOB TITLE: Guest Service Associate

TASK NO: FD- REC 8.1      

 

  TASK: check in without reservation- walk in (page 1 of  5) 

EQUIPMENT REQUIRED: Fidelio Workstation

       

WHAT TO DO 

HOW TO DO 

WHY

             

Greet guest .

Correction procedure-Guest Service Associate STANDARD OPERATION PROCEDURE

DEPARTMENT: Front Office 

 

  JOB TITEL: Guest Service Associate

TASK NO: FD- CA.14      ( Page 1 of 1 )

  TASK: Correction procedure

EQUIPMENT REQUIRED: Guest bucket/ Fidelio work station 

     

WHAT TO DO 

HOW TO DO 

WHY

             

1.Check.

 

Check if there is wrong posting in 

Correction can only be made for