F R O N T D E S K O P E R AT I O N

DATE : 31ST MAY DAY: 1

TIME: 10 AM – 3 PM
TRAINER
PROFILE

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 Time Topic
10.00am- Introduction https://www.youtube.com/wat
10.30am Career Pathway ch?v=r_VPsyxYz2k

10.30 am - Module 1: Introduction

11.15 am
11.15 am - Break
11.30 am
11.30 am – "Front Desk First Impressions" https://www.youtube.com/wat
12. 30 pm Front Desk unprofessional ch?v=s3aR3yP4aKg
segment

AGENDA 12.30 pm – Module 2: Hotel Organization

1.00 pm
1.00 pm – Lunch
2.00 pm
2.00 pm – Identify property information
2.30 pm Provide tourist information
2.45 pm – Case Study https://www.youtube.com/wat
3.00 pm ch?v=WnfFl5bJCn8

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 Upon completion of the course, participants
should be able to:

• gain hospitality knowledge through

exposure to operations within the Front
Office Department

• able to interact efficiently and effectively

with guests; provide the highest quality
service;
OBJECTIVES • handle duties professionally and
successfully;

• resolve any problems or complaints quickly

and cordially;

• encourage guest satisfaction and loyalty.

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MODULE 1

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W H Y " F R O N T D E S K O P E R AT I O N S ” M AT T E R S :

First contact guests/ Most dealing/assist with guest

First impressions

Responsible for memorable experience to guest

Getaway for guest interactions with another hotel

department

Administrative hub of the hotel

Help your hotel stand out from competitors

MONDAY, FEBRUARY 1, 20XX 6
F R O N T O F F I C E O P E R AT I O N
FUNCTION
Reservation

Registration

Room and Rate Assignment

Room Status

Guest Account

Guest Relation

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 ❑ Front office employees must be aware
of guest services and guest accounting
activities at all stages of the guest stay.
GUEST CYCLE
❑ Front office staff can effectively serve
❑ Guest cycle refers to the distinct stages of the guest if they have a clear
guest interaction between the hotel and understanding of the flow of business in
guests. hotel.

❑ Based on the stage of interaction and ❑ Guest Cycle also represents a

activities involved, the Guest Cycle is systematic approach to front office
broadly, classified into four main stages operations
based on the activity type. These are:
i. Pre-Arrival,
ii. Arrival,
iii. Stay
iv. Departure.
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HOTEL
GUEST
CYCLE
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PRE ARRIVAL
• The Guest chooses a hotel during the pre- arrival
stage of the guest cycle.

• The guest’s decision of making the reservation

• The details which is collected during the reservation

also helps the hotel to complete pre-registration
activities

MONDAY, FEBRUARY 1, 20XX 10

ARRIVAL
• The arrival stage of the guest cycle includes
registration and room assignment process.

• Front office staff should determine the guest’s

reservation status before beginning the check-in

• When the guest checks-in to the room the occupancy

stage of the guest cycle begins.

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O C C U PA N C Y
• The manner in which the front office staff represents
the hotel is important during the occupancy stage.

• Front desk should take extra care to respond to the

guest on a timely and accurate manner.

• A variety of charges restaurant charges, telephone,

internet, travel desk etc. during the occupancy stage
affect guest and hotel account which are posted by
Front Office department

MONDAY, FEBRUARY 1, 20XX 12

D E PA R T U R E
• Guest services and guest accounting aspects of the
guest cycle are completed during the cycle’s fourth
and final phase is departure.

• A variety of charges restaurant charges, telephone,

internet, travel desk etc. during the occupancy stage
affect guest and hotel account which are posted by
Front Office department

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Sample Footer Text

• Neatness: employees must

be well-groomed with
clean and pressed uniform;
name tag should be always
worn in a right position
• Whenever you talk to
fellow employees, use his
or her name every time.

S TA N DA R D S O F F R O N T
OFFICE PERSONNEL
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• When on duty, the employee must strictly

follow the rules and regulations such as not to
smoke, not to chew gum or do anything that
might discredit the Front Office Department.
• Greet the guests with a smile and polite
manners. In a conversation address the guest
by name (Mr., Mrs. or Miss .....), if possible,
however, do not exceed the limits of cordiality.

• Do never insult a guest or loose composure.

Whenever a problem occurs and you start to
feel that you cannot handle the situation,
excuse yourself politely and ask a supervisor
to take over

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GET TO KNOW YOUR HOTEL

Hotel Fact Sheet Accommodation types:

Room Facilities
• Hotel Name • Capacity
• Address • Rooms
• Opening date • Suites
Hotel Facilities
• Official category • Residence
• Telephone • Handicapped rooms
Hotel Services
• Fax • Connected rooms
• Web site • Bed type

MONDAY, FEBRUARY 1, 20XX 16

Even if you are busy, you You must go out of your We cannot have a rule or Do not leave the guest
must recognize when the way to take care of a procedure that applies to unattended after
guest is trying to get your guest’s needs. This may every guest. Common performing your specific
attention. You have even involve performing sense must prevail, and function.
tactfully advised him that tasks outside your area of every employee should be Make sure you have
you will be attending him responsibility flexible in his approach provided Bell service or
as soon as possible , . have explained to him the
hotel services and the
location of various
facilities. Try to anticipate
guest needs
.
Streamlined Extended
Prompt Attention Attitude
procedures Services

PRINCIPLES OF GOOD SERVICE

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Front Desk First Impressions

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 It is importance to
understand your roles and
duties

Principles of Good Service

KEY
TA K E A W AY S Communication is vital
roles in an organization

Build good organization

culture

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THANK YOU
• Faizal Ayob

• [email protected]

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