FRONT OFFICE PROFESSIONAL - Lobster...

FRONT OFFICE PROFESSIONALTraining Manual & Workbook

3 LEVEL

3.1 The Check-In3.1.1 The Welcome

3.1.2 The Check-In Procedure

3.1.3 Rooming Your Guest

2

3

4

3.2 Tailored Check-Ins3.2.1 Tailoring the Check-In for Elderly Guests

3.2.2 Tailoring the Check-In for Families

3.2.3 Tailoring the Check-In for Return Guests

3.2.4 Tailoring the Check-In for VIP Guests

3.2.5 Tailoring the Check-In for Honeymooners

3.2.6 Tailoring the Check-In for Businesspeople

3.2.7 Tailoring the Check-In for Foreign Language Guests

3.2.8 Tailoring the Check-In for Physically Challenged Guests

3.3 The Concierge Desk3.3.1 The Role of the Concierge

3.3.2 Introducing Concierge Services

3.3.3 Concierges Using Technology

3.4 Dealing with Complaints3.4.1 Types of Complaints

3.4.2 Skills in Dealing with Complaints

3.4.3 Solving Complaints

3.4.4 Following Up Complaints

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

page no.

page no.

page no.

page no.

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

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

3

Activities✓Recap

Page 3 Front Office Professional Training Manual & Workbook© Copyright Lobster International S.A. 2015. All rights reserved.

3

Activities✓Recap

3.1.1 THE WELCOME

Aspects to remember when welcoming Guests

1) Sketch a welcoming Front Office employee and label them with the points outlined in the ‘check-in tip’ in 3.1.1. The sketch should illustrate good posture, etc.

2) List all the examples you can think of that detail being ‘overly familiar’ with a Guest.

1. The importance of the welcomeMost Guests will have had a long journey and may be tired. They will expect their check-in to be quick and efficient. Other Guests may be excited and in no rush at all. They may be chatty and require a lengthy, detailed welcoming. You will need to master reading these different Guests and provide them with the right check-in experience as this is the foundation of their stay at your establishment.

2. The execution of a memorable welcome.a. Always greet Guests enthusiastically

and graciously.b. Speak clearly.c. Avoid being overly familiar. d. Acknowledge return Guests.

• Stand up straight.• Have open body language.• Smile.• Gesture for Guests to make themselves comfortable.

tip

An example of being overly familiar with a Guest

3.1.2 THE CHECK-IN PROCEDURE

2


3

Activities✓Recap

3.1.1 THE WELCOME 3.1.2 THE CHECK-IN PROCEDURE

During the arrival stage of the Guest cycle it is your responsibility in the Front Office to ensure that Guests fill in the correct paper work at the start of their stay, during the registration process. You will need to ensure that you remain warm,

friendly and enthusiastic while the Guests fill out the legal forms.

1) Consider the check-in procedure in lesson 3.1.2 in the manual. Compare this check-in procedure to that of your own establishment. Write down any differences that you notice.

2) Pick one package offered at your establishment and list what the package includes.

The Guest’s reservation statusAt check-in you must first establish whether your Guests have a reservation or not. During this time time you must also provide them with an estimated time of when their room will be ready.

Registration cardAn electronic record is made during the reservation. A printed version of the Guest’s recorded booking particulars is presented after the welcoming.

Registration legalitiesFor a Guest to complete their registration and legally be called a Guest at your establishment they must present you with a payment card.

Package inclusionsGuests must be informed about all the things that their package includes such as breakfast, Internet and newspapers, as well as the prices.

Facility orientationEnsure that you provide a full explanation of the facilities on offer at your establishment, including information on the operating times and the booking procedures.

Procedure

1

2

3

4

5


3

Activities✓Recap


3

Activities✓Recap

Q&A

3.1.3 ROOMING YOUR GUEST

1) Draw a rough map of your establishment. Using a pen, draw a line which outlines the most scenic route from Front Office to the room. With a different pen/line/colour, draw a line showing the quickest route.

2) Pick an amenity along the route to the room. Write down five questions which a Guest could ask you about this. Prepare answers to the possible questions Guests might have.

Why do we walk a Guest to their room? Walking a Guest to their room allows you:

• one-on-one time with a Guest;• to pick up on information to enhance their stay.

6 Rooming Essentials

Pre-plan your route Based on your Guest’s mood

provide them with a tour on your way to their room, either a short tour or a scenic full tour. This ensures that

Guests see all that is on offer at your establishment.

Being aware of Guests’ body language

Reading body language is vitalto better understand your Guest’s

needs and expectations and how to approach them.

Know your facilities Whichever route you take

needs to allow you the opportunity to explain your facilities as you walk

past them. For this reason you should consider the relevance of

the tour.

Engage with Guests Ensure that you are warm and engaging when walking to the room, taking the opportunity to

build a relationship between you and the Guest.

Speed at which you walk

Try to match the walking pace of your Guests when walking to the

room, remembering to have open body language.

Questions that will help you serve

Ask Guests questions which you can use to get information that

will assist you in providing excellent service.

3.2.1 TAILORING THE CHECK-IN FOR ELDERLY GUESTS


3

Activities✓Recap

3.1.3 ROOMING YOUR GUEST 3.2.1 TAILORING THE CHECK-IN FOR ELDERLY GUESTS

Procedure

The Welcome• You should welcome elderly Guests

warmly and genuinely when they arrive, making them feel comfortable. Remember to assist your elderly Guest by pulling out their chair for them.

Registration• Read your Guest’s body language for

signs of their mood. They may be tired after a long journey.

• Be quick and efficient, ensuring the check-in is as quick as possible.

• Offer water or a hot beverage. • If your Guest sits down, it is okay for

you to do so as well as this will help you maintain eye contact.

Heightened Awareness • Note whether they have difficulty walking

when they arrive at your front door. • Try to provide accessible rooms that don’t

require the use of stairs and are close to elevators.

• If a Guest walks with difficulty offer them your elbow and assist them. Never offer them a hand as it is impolite and overly familiar for them.

1) What are some of the challenges your establishment may present to elderly Guests?

2) Write down five ways you can use heightened awareness to accommodate elderly Guests at your establishment. Take the layout of your establishment and the accessibility of the facilities into account.

Regardless of which Guest you are checking-in, it is your responsibility to make them feel like an individual. This will separate your establishment from the rest.

1

2

3


3

Activities✓Recap


3

Activities✓Recap

3.2.2 TAILORING THE CHECK-IN FOR FAMILIES

1) Write down three ways to put parents at ease during a family check-in.

2) Can you list any ways, specific to your establishment, which can make children feel ‘part of the experience’?

When you have a family staying at your establishment, it is imperative that you look after them with the utmost care and warmth.

The Welcome Families are often tired when

they arrive at your establishment and feel nervous about having

noisy children with them. You need to put parents at ease and make

them and their children feel welcomed.

Making a Connection

Immediately acknowledge children. Try to get down to

the child’s height and introduce yourself to them. This shows

parents that you are genuinely interested in their children

and that your have the same respect for the children as

the parents.

RegistrationYou need to accommodate the family by making the check-in

process as quick as possible. Try to keep the children happy by providing colouring books and

crayons in the Front Office.

Rooming a Family Make children feel part of the experience when going to the

room; let them push the elevator buttons and teach them how to call reception on the telephone. Show the family the essentials and offer

them an in-room meal.

1 2

3 4

1

2

3

3.2.3 TAILORING THE CHECK-IN FOR RETURN GUESTS


3

Activities✓Recap

3.2.2 TAILORING THE CHECK-IN FOR FAMILIES 3.2.3 TAILORING THE CHECK-IN FOR RETURN GUESTS

1) In pairs, discuss and write down some ways in which you can ‘wow’ a return Guest through exceeding their expectations during the check-in procedure.

2) When walking a return Guest to their room, list five questions that you might ask to get an update on the Guest and any new requirements they may have.

• Acknowledge return Guests • Welcome Guests back using

their names.• Know their preferences at

your establishment from their previous stay.

• Offer them a welcoming beverage such as a still or sparkling water.

You want to make return Guests feel a sense of ‘coming home’ when they enter the Front Office. During their stay you will need to exceed their previous expectations and

experiences. This begins during the check-in with the greeting and the rooming process.

• Be aware of your establishment’s standards and expectations when rooming a return Guest.

• Even though return Guests will be familiar with your establishment, you should still walk them to their room. This is an opportunity to engage and provide better service and possibly update them on new facilities at your establishment.

• Offer to explain anything that is unfamiliar in their room.

• Before departing the room inform the Guests that you are delighted to have them at the establishment again.

Greeting Return Guests

The Rooming Process


3

Activities✓Recap


3

Activities✓Recap

Q&A

3.2.4 TAILORING THE CHECK-IN FOR VIP GUESTS

Example of wrong behaviour

Who are VIPs?celebrities - movie stars - important businesspeople - sports stars

Remember to behave professionally at all times when serving a VIP. You may not get starstruck or ask for any Guests’ photograph or autograph. Ensure that the check-in service is quick and efficient. Offer to check them in once they’re in their room to avoid other Guests recognising them. Ensuring a VIP’s privacy is of the utmost importance.

Be prepared to be flexible with VIP requests. This could include accommodating a special menu or extending operating hours. Always be prepared to offer alternatives for VIPs and make sure that you go out of your way to accommodate them.

1 ) Write down how to deal professionally with colleagues who may become starstruck by a VIP Guest.

2) Refer to your establishment’s blueprint/room map, (in 3.1.3 Rooming your Guest), and outline the most private route you could use to walk VIP Guests to their rooms.

tip

3.2.5. TAILORING THE CHECK-IN FOR HONEYMOONERS


3

Activities✓Recap

3.2.4 TAILORING THE CHECK-IN FOR VIP GUESTS 3.2.5. TAILORING THE CHECK-IN FOR HONEYMOONERS

• Honeymooners need to feel extremely special.

• Acknowledge their recent wedding during registration and sympathise if they have had a long journey.

• Make the check-in as quick and efficient as possible.

• Highlight relevant activities at your establishment, such as where the swimming pool, spa, and restaurant are, and where they can go for a relaxing drink.

• For activities which require prior booking, offer to assist with these booking processes.

• Be brief and explain only the essentials of the room such as the amenities.

• Show respect for their privacy.• Remind them that you are able

to assist them at any time. • Before leaving, offer them a

glass of Champagne of their choice.

The Welcome

Additional Activities

The Rooming

It is likely that your establishment will have Guests who are celebrating their honeymoon or an anniversary. You must know how to

acknowledge a Guest’s special occasion appropriately.

1) Can you write down five ways you can welcome honeymooners faster and more pleasantly, without making them feel rushed and uncared for?

2) List some of the relevant activities for honeymooners at your establishment.


3

Activities✓Recap


3

Activities✓Recap

3.2.6 TAILORING THE CHECK-IN FOR BUSINESSPEOPLE

Guests travelling on business will likely pass through your establishment on a daily basis; it is important that you know how to check them in appropriately.

1) How often does your establishment receive business Guests? List two requests that business Guests will usually have.

2. List any features that your establishment may have that makes it more business-oriented (e.g., wifi).

Businesspeople are likely to be on a tight schedule, therefore the registration and check-in needs to be quick and efficient. This shows respect and an understanding of their schedule.

tip

Rooming a businessperson In line with your establishment’s standards, you must either walk the Guest to their room or politely gesture and explain how to get to their room. The Guest may request to go straight to their room if they are in a hurry. This will require you to take along the necessary paperwork or technology to allow an in-room check-in.

Additional ExtrasRemember that beyond being quick and efficient during check-in, you must also take time to show them added extras such as Internet access, power-points, international adaptors and how in-dining works. Extras must be relevant to the Guest’s stay.

1

2

3.2.7 TAILORING THE CHECK-IN FOR FOREIGN LANGUAGE GUESTS


3

Activities✓Recap

3.2.6 TAILORING THE CHECK-IN FOR BUSINESSPEOPLE 3.2.7 TAILORING THE CHECK-IN FOR FOREIGN LANGUAGE GUESTS

Overcoming a Language Barrier

Making direct eye contact Eye contact will show whether your Guests have understood you or not. This will be very clear through their eye and head movements.

Guiding Gestures Pointing politely to signs and familiar objects such as a credit card or card machine.

Speaking slowlyAlways speak slowly with foreign language speakers. Never raise your voice, both on the telephone and in person.

Using technologyOnly do this as a last option as it can lessen the interpersonal connection. Use an iPad to show images to your Guest or use a translation system.

There may be Guests staying at your establishment who cannot speak the local language. You must establish what language these Guests speak as you may have

a colleague who speaks their language. However, there are many ways that you can communicate without having to say a word.

1 2 3 4

Rooming ProcessWhen rooming a foreign language Guest you must speak slowly, use open body language, hand gestures and positive facial expressions. Ensure that you demonstrate how to use as many items in the room as possible.

tip

1) Which languages does your establishment cater for? Can you, or your colleagues, speak any other languages?

2) Which kinds of technology do you know of that can overcome language barriers? Have you ever used this technology?

3) Write down possible challenges when explaining things to foreign language Guests. List ways to overcome them.


3

Activities✓Recap


3

Activities✓Recap

Q&A

3.2.8 TAILORING THE CHECK-IN FOR PHYSICALLY CHALLENGED GUESTS

Who are the physically challenged?Somebody with a condition that restricts their mobility.

Key points to your interaction

Interacting with a physically challenged Guest• Make your Guest feel as comfortable

as possible by taking them towards the front desk.

Being mindful• When explaining the package inclusions

think of specific points of your establishment that are relevant to your PC Guest.

• What is the best way for them to access a restaurant.

• What is the best way to access the spa?• What is the best way for them to

manoeuvre around your establishment?

Lasting support• Ensure that you ask if there is anything

else you can help your PC Guest with during their stay. After rooming the Guest, confirm that the room is to their satisfaction. Attempt to make their environment as comfortable as possible. Notify your Guest that you are at their service at any time and brief the rest of your staff about exceeding the Guest’s expectations.

1

2

3

1) Think of your establishment in relation to physically challenged Guests. Write down a few challenging aspects that these Guests may face when entering your establishment. Write down possible solutions to these obstacles.

2) Write down five ways you can demonstrate ‘lasting support’ for physically challenged Guests.

3.3.1 THE ROLE OF THE CONCIERGE


3

Activities✓Recap

Q&A

3.2.8 TAILORING THE CHECK-IN FOR PHYSICALLY CHALLENGED GUESTS 3.3.1 THE ROLE OF THE CONCIERGE

What is a Concierge?

The Concierge, French for ‘keeper of keys’, is an ambassador for your establishment and uniquely qualified to provide Guests with personal service

and special attention throughout their stay.

The Roles of a Concierge• Guest liaison for both

establishment and non-establishment services.

• Assist the Guest with all enquiries • Provide concise and accurate

directions. • Make reservations and obtain

tickets as well as attending to involved requests such as marriage proposals.

• Inside knowledge and connections in top dining and entertainment locations of the city they are based in.

• Interact with Guests.

The Characteristics of a Conciergecaring - compassionate - passionate - positive attitude - excellent time management - quick - calm - rational thinker.

1

2

1) Does your establishment have a concierge? List some of the services your establishment’s concierge offers.

2) Are there any concierge services that you are expected to fulfil in your personal capacity in the Front Office?

3) Are there any characteristics of your concierge which everyone could adopt?


3

Activities✓Recap


3

Activities✓Recap

Key services

3.3.2 INTRODUCING CONCIERGE SERVICES

1) Restaurant reservations. Make in-house restaurant bookings or a booking at a restaurant in town. They will have a wealth of knowledge of the best restaurants and can make trusted recommendations.

2) Booking theatre and concert tickets. Need to know what theatre shows and concerts are currently showing so that when Guests express an interest in them they can make an appropriate suggestion.

3) Flight reservations. Guests will often ask the concierge to check-in online for them and print their boarding passes, along with any notes on any time changes.

4) Providing directions. Guests will still ask the concierge for directions. The concierge will therefore have pre-printed maps of the most common local attractions and be ready to provide directions to uncommon locations.

5) Car hire, transfers and taxis. The concierge is often able to assist with organising airport transfers, car hire and booking a taxi.

6) Sightseeing scheduling. The concierge will be familiar with the local tourist sights and nearby shopping centres. The concierge will ask whether Guests would prefer group or private visits.

7) Onward travel arrangements. Guest may rely on the concierge to assist them with booking the next stage of their trip which could include hotel bookings, flight bookings and visas.

8) Luggage storage. Along with the concierge, it is Front Office’s responsibility to store Guest’s luggage securely and assist with porterage. Ensure that the luggage is properly labelled and offer to weigh it before Guests board their flights.

1) List five services that your establishment’s concierge offers.

2) Refer to lesson 3.3.2. Introducing Concierge Services. Are any of the services listed not offered by your establishment’s concierge?

1

2

3

4

5

3.3.3 CONCIERGES USING TECHNOLOGY


3

Activities✓Recap

3.3.2 INTRODUCING CONCIERGE SERVICES 3.3.3 CONCIERGES USING TECHNOLOGY

Key points

The InternetConcierges now have an entire world of information at their fingertips and can respond to a Guest’s request within seconds. This is particularly useful when it comes to providing current information on the weather, flight information and local attractions instantaneously.

Instant MessagingThis is an excellent avenue for multitasking and communication. Through instant messaging such as Skype, concierges are able to communicate with each other in different regions and relay information and advice in real time.

Mobile Phone TechnologyThis enables Guests to access their email, take photographs and open attachments with great speed and clarity. This makes it possible to communicate it more effectively with Guests regarding queries such as organising transfers from the airport and assisting with time management.

1

2

3

It is essential for concierges to embrace technology in their field of work as Guests will expect immediate answers and solutions that only a computer- and Internet-

savvy concierge will be able to provide.

1) Do you know the technology your establishment’s concierge uses to communicate with Guests and to fulfil their position? List them below:

2) In pairs, set a time to speak to your concierge about their reliance on technology and how it improves their service. Make your notes here.


3

Activities✓Recap


3

Activities✓Recap

3.4.1 TYPES OF COMPLAINTS

You must be able to provide a satisfactory solution to any kind of complaint.

Mechanical Complaints occur when Guests cannot operate something or have something which needs fixing. The biggest factor to determine is whether there is an actual fault that needs to be fixed and to find a solution as quickly as possible.

There are three instances when Guests will make attitudinal complaints:

a. Guests overhear a negative conversation between staff members.

b. Staff members complain directly to Guests.

c. Guests feel they have been treated badly by staff members.

Service Related Complaintswill vary in nature and occur when Guests receive poor service from your establishment. These complaints are most often received when your establishment is full.

Unusual Complaintsoften occur in circumstances over which you will have very little control. It is important to make the Guest feel heard no matter how bizarre their complaint is.

1

2

3

4

1) Write down three examples of mechanical faults at your establishment.

2) Can you write down any examples of an ‘unusual complaint’ which may have occurred at your establishment? Be sure to mention what the complaint was and how you resolved it.

3.4.2 SKILLS IN DEALING WITH COMPLAINTS


3

Activities✓Recap

3.4.1 TYPES OF COMPLAINTS 3.4.2 SKILLS IN DEALING WITH COMPLAINTS

Listening: • Don’t interrupt and

never let your mind wonder.

• Note all the facts.• Listen for clues as

to what your Guest really wants.

PerceptionThe Guest’s perception is difficult to change as they are disgruntled because of something they believe to be true. Improve the situation by changing your perception and having an open mind.

TactfulnessBeing tactful involves being sensitive to what the Guest is saying and not speaking out of turn so that you don’t offend your Guest.

ConfidenceConfidence in what you say and your body language will remind the Guest that you are going to be able to solve their issue.

PerspectiveKeep perspective by considering what it might be like for the Guest. This will help you provide solutions to their problem as well as a sense of safety and comfort.

EmpathyAbility to understand and share the feelings that your Guest is experiencing. If your position doesn’t allow you to be flexible, politely ask them if they mind waiting for you to call your manager for assistance with the issue.

CalmnessAlways come across as calm and helpful when engaging with a Guest about their problem.

IntuitionUsing your intuition when a Guest is complaining will allow you to read between the lines and see when a Guest is really upset or just wanting to make a fuss.

Body language• Stand up straight,

look directly into the Guest’s eyes and stand next to them.

• Keep your hands lightly clasped or by your sides and never fold your arms.

• Use your facial expressions to display empathy and confidence in your ability to help.

The first step in solving your Guest’s problem is identifying a Guest’s complaint.

Skills when Dealing with Complaints9

1 2

5

8

3

6

9

4

7

1) Mrs Marquez has been staying at your establishment for two weeks. She has phoned the Front Office to report a leak in her bathroom which has made her stay severely unpleasant. As a result of this she is incredibly angry and has called you to address the issue.

In pairs, have one colleague in the role of a Guest complaining to Front Office and the other as a Front Office employee. Display active listening while the Guest complains to you. Ask your supervisor to assess your ability to tend to Mrs Marquez’s issue.

2) List five ways you can display confidence when addressing a complaining Guest at your establishment.

1

2

3

4

5


3

Activities✓Recap


3

Activities✓Recap

3.4.3 SOLVING COMPLAINTS

Professional Etiquette

When solving a Guest’s complaint, you need to

behave appropriately. Proper professional etiquette will equip you to turn

a complaint into a compliment.

Communicating the Issue

You need to communicate the complaint to the relevant

departments. This can be done via radio or telephone if the

issue is urgent, or in the departmental logbook

if it is not urgent.

Never make PromisesFront Office members should

never make promises that go beyond their authority or

ability to deliver.

Course of Action

Mention one or two different options which are feasible to a Guest. Giving the Guest options makes them feel empowered. Additionally you could

ask the Guest what they want.

Correctly Recording the Issue All complaints must be recorded, so that your

supervisor or manager is made aware of the problem

and is able to keep track of the issue.

Being HonestYou need to be honest with your Guests; never lie about

how long something will take to be solved, rather ask them

politely to be patient.

Steps to Solving Complaints6

1

2

5 3

6

4

Mrs Marquez has been staying at your establishment for two weeks. She has phoned the Front Office to report a leak in her bathroom which has made her stay severely unpleasant. As a result of this she is incredibly angry and has called you to address the issue.

1) Provide a logbook record of the complaint for a supervisor to look at when your shift is over.

2) Referring to the same scenario, list which departments need to be communicated with to solve the complaint as well as which distribution channels you would use.

3.4.4 FOLLOWING-UP COMPLAINTS


3

Activities✓Recap

3.4.3 SOLVING COMPLAINTS 3.4.4 FOLLOWING-UP COMPLAINTS

Follow Up with Checked-Out Guests

• When Guests complain at check-out you will need to follow up with them via email or post. It would normally be a manager who writes these emails, but it is important for you to know the procedure as well.

• Management will contact checked-out Guests with a follow-up email expressing regret on behalf of the establishment as well as a possible gesture of apology.

• Your manager may want to call the Guest as soon as they have departed in an attempt to talk through their complaints sooner rather than later.

Follow Up with In-House GuestsYou need to follow-up with your Guest to make sure that they are satisfied.

• Guest lays a complaint with you in Front Office.

• Listen to the complaint and decide on a solution.

• Communicate the complaint to the relevant department.

• Relevant department fixes the issue.

• Department then communicates that the issue has been fixed.

• Follow-up with the Guest by means of a polite phone call or face-to-face conversation to check that they are satisfied and happy.

Following up with a Guest leaves a Guest with a very positive feeling as it shows that you genuinely care about their complaint.

1 2

1) Demonstrate a mock phone call in which you follow-up with a Guest at your establishment to assess whether they are satisfied with the way in which you dealt with their complaint. Ask your supervisor to assess you.

2) Draft an email in which you follow up with a checked-out Guest to assess whether they are satisfied with the way in which you dealt with their complaint. Ask your supervisor to evaluate you.

FRONT OFFICE PROFESSIONAL - Lobster...

Documents

Transcript of FRONT OFFICE PROFESSIONAL - Lobster...