Introduction To Reservation Department And It’s Importance

The term reservation is defined as ‘blocking a particular room type for a guest, for a definite period, for a particular guest'. To ensure a safe and secure place to stay during their visit to another town, guests generally prefer to make reservations in hotels and other types of accommodation units. All hotels will readily accept reservations and bookings to achieve high occupancy and maximize their room revenue. When a guest makes a reservation for a definite period it is expected that the hotel will accept and honour its commitment by a contract between the hotel and the guest.
Introduction and Importance of the Reservation Department The term reservation is defined as ‘blocking a particular room type for a ...
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Front Office Department Organisation Chart

The Front Office Department is an essential part of any hotel or accommodation establishment. It is responsible for providing guests with a warm welcome and ensuring that their stay runs smoothly from start to finish. To achieve these goals, the department is typically organized into a hierarchy of positions, each with its own set of responsibilities. At the top of the Front Office Department hierarchy is the General Manager, who oversees the entire hotel operation, including the Front Office. Below the General Manager, the Front Office Manager is responsible for managing the day-to-day operations of the department. This includes supervising and training staff, managing guest relations, and overseeing the budget. The Assistant Front Office Manager supports the Front Office Manager with the daily operations of the department. The Assistant Manager may also be responsible for managing specific areas of the Front Office, such as the reservations desk or the concierge desk. Below the Assistant Front Office Manager are the Front Desk Supervisors, who oversee the Front Desk Agents. The Front Desk Agents are responsible for checking guests in and out of the hotel, answering questions, and providing information about the hotel and its amenities. Other positions within the Front Office Department may include the Reservation Agents, who handle bookings and confirmations, and the Bellhops, who assist guests with their luggage and other needs. Each of these positions plays an important role in ensuring that guests have a positive experience during their stay.
Front Office Organisation Chart / Front Desk Organization Chart The Front Office Department is an essential part of any hotel ...
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Daily Tasks List / Shift Checklist – Club Floor / Executive Floor

Executive Floor / Club Floor Shift Checklist Club Floor Morning Shift Checklist Club floor afternoon shift checklist
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Guest Relations Executive / Officer (GRE/GRO) Shift Checklist

Guest Relationship Executive / Officer (GRE/GRO) Shifts Checklist Morning Shift Checklist and Tasks: 1. Is your Uniform nicely pressed, clean, and ...
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Front Office KPI’s (Key Performance Indicators) List – Hotels

Key Performance Indicators (KPIs) are essential for measuring the performance of any business. In a hotel, the Front Office department holds a critical position as it is responsible for creating the first impression of the hotel on guests. Therefore, it is imperative to measure the performance of the Front Office department with the help of KPIs. One of the critical KPIs for the Front Office department is the Average Daily Rate (ADR). It is calculated by dividing the total room revenue by the number of rooms sold. A higher ADR indicates that the hotel is charging a premium for its services, which is a good sign for the business. Another crucial KPI for the Front Office department is the Occupancy Rate. It is calculated by dividing the number of rooms sold by the total number of rooms available for sale. A higher occupancy rate indicates that the hotel is doing a good job of attracting guests, which is an essential metric for any hotel. The Front Office department should also keep track of the RevPAR (Revenue Per Available Room). It is calculated by multiplying the ADR and Occupancy Rate. A higher RevPAR indicates that the hotel is making more revenue from each available room. In conclusion, monitoring KPIs for the Front Office department is crucial for the success of any hotel. By measuring performance using these metrics, the hotel can identify areas for improvement and make data-driven decisions to enhance the guest experience.
List of KPI (Key Performance Indicators) Used in Hotel Front Office Key Performance Indicators (KPIs) are essential for measuring the ...
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41 Etiquettes And Manners For Hotel Staff / Front Office Staffs

Working in the hospitality industry requires a high level of professionalism and providing excellent customer service. As a hotel staff member, it is important to not only be knowledgeable about the hotel's amenities and services, but also to be well-versed in etiquette and manners. Here are some tips for hotel staff to ensure a positive guest experience: Greet guests with a smile and a warm welcome. This sets the tone for their stay and makes them feel valued and appreciated. Maintain a professional appearance at all times. This includes wearing a clean and pressed uniform, keeping hair and nails well-groomed, and avoiding excessive jewelry or makeup. Use proper language and tone when speaking to guests. Avoid using slang or overly casual language, and always speak respectfully and politely. Anticipate guests' needs and be proactive in providing assistance. This includes offering directions, recommendations for local attractions, and making restaurant reservations. Practice good communication skills, including active listening and clear and concise speaking. This ensures that guests' requests are understood and met in a timely manner. By following these etiquette and manners tips, hotel staff can create a positive and memorable experience for guests, leading to repeat business and positive reviews.
Etiquettes and Manners for Hotel Staff / Front Office Staff Working in the hospitality industry requires a high level of ...
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Guidelines for Handling Credit Cards

Credit cards are an essential tool for managing personal finances. However, they can also be a source of financial stress if not managed correctly. To ensure that you are using your credit cards effectively and responsibly, there are several guidelines you should follow. Firstly, it is important to keep track of your spending. Make sure to regularly check your credit card statements and keep a record of your purchases. This will help you stay within your budget and prevent overspending. Secondly, always pay your credit card bills on time. Late payments can result in hefty fees and damage your credit score. Set up automatic payments or reminders to ensure that you never miss a payment deadline. Thirdly, be mindful of your credit limit. Do not spend more than you can afford to pay back. Ideally, you should aim to use no more than 30% of your available credit. Finally, be wary of credit card fraud. Keep your card information safe and only use reputable merchants when making purchases. If you notice any suspicious activity on your account, report it immediately to your credit card company. By following these guidelines, you can ensure that your credit cards work for you, rather than against you.
Handling Credit Cards Credit cards are an essential tool for managing personal finances. However, they can also be a source ...
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Front Office Magic Words, Phrases, Greetings and Courtesy Language Examples

As the saying goes, "first impressions last," and this is especially true in the world of customer service. The front office staff, who are usually the first point of contact for customers, should always be equipped with magic words, phrases, greetings, and courtesy language to make customers feel valued and appreciated. Magic words like "please," "thank you," and "I'm sorry" can go a long way in showing customers that their needs and concerns are important. Phrases like "How may I assist you?" and "Is there anything else I can help you with?" can also convey a willingness to help and a commitment to customer satisfaction. Moreover, using polite and friendly greetings like "Good morning," "Good afternoon," or "Welcome" can set a positive tone for the interaction. Addressing customers by their name and using appropriate titles, such as Mr., Mrs., or Ms., can also show respect and professionalism. In addition, using courtesy language like "My pleasure," "Certainly," or "I'll be happy to" can make customers feel more comfortable and at ease. It's important to remember that the way we speak to customers can greatly affect their overall experience and impression of the company. In summary, front office staff should always strive to use magic words, phrases, greetings, and courtesy language to create a positive and memorable experience for customers. By doing so, they can build strong relationships, foster customer loyalty, and ultimately contribute to the success of the business.
Example Front Office Magic Words, Phrases, Greetings and Courtesy Language Used by Hotel Staff As the saying goes, “first impressions ...
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How to Handle Guest Relations In A Crisis Situation?

As a guest relations officer, it is important to be prepared to handle crisis situations that may occur in a hotel or resort. One of the most important things to remember is to remain calm and composed, as this will help to reassure guests and prevent the situation from escalating further. The first step in handling a crisis situation is to assess the situation and identify any potential risks or hazards. Once this has been done, it is important to communicate clearly and effectively with guests, providing them with information and instructions on how to stay safe. In some cases, it may be necessary to evacuate guests from the property or relocate them to a safer area. This should be done in an orderly and efficient manner, with clear instructions and assistance provided to guests. Throughout the crisis situation, it is important to maintain open communication with guests and to keep them informed of any developments or changes to the situation. This will help to build trust and confidence in the hotel or resort, and will also help to ensure that guests feel safe and secure. In summary, handling guest relations in a crisis situation requires a combination of clear communication, calmness under pressure, and a proactive approach to ensuring guest safety and wellbeing. With the right training and preparation, guest relations officers can play a vital role in managing crisis situations and ensuring that guests are able to enjoy a safe and comfortable stay.
How to Handle Guest Relations in a Crisis Situation? As a guest relations officer, it is important to be prepared ...
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Minimum Standards For Check-In And Check-Out

When it comes to working at the front office of a business, there are many important do's and don'ts to keep in mind. First and foremost, it is crucial to always greet customers with a warm and welcoming smile. This sets the tone for the entire interaction and helps to establish a positive relationship. Another important "do" is to listen carefully to the customer's needs and concerns. This shows that you value their business and are committed to providing excellent service. It also helps to ensure that you are able to address their needs and resolve any issues they may have. On the flip side, there are also some important "don'ts" to keep in mind. One of the biggest mistakes that front office staff can make is to be dismissive or rude to customers. This can quickly turn a positive experience into a negative one and can even result in lost business. Another important "don't" is to avoid making assumptions about customers based on their appearance or behavior. It is important to treat everyone with respect and to avoid making snap judgments. Overall, working in the front office requires a combination of excellent customer service skills, a positive attitude, and a commitment to professionalism and respect. By following these do's and don'ts, front office staff can help to ensure that every customer interaction is a positive one.
Minimum Standards for Check-in and Check-out When it comes to working at the front office of a business, there are ...
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