Managing Front Office and Guest Service Operations in the Hospitality Industry
MANAGE FRONT OFFICE/GUEST SERVICE OPERATIONS
1) Identify at least FOUR areas requiring Standard Operation Procedures.
a. Specific Operations :
i. Process check-in, reservation, post charges, process check-outs
b. Staff conduct and Appearance:
i. Procedure for handling misconduct and/or inappropriate appearance
c. Safety and Security:
i. Fire safety procedures, procedures for issuing room keys and handling emergencies
d. Service Standards:
i. Answering phone calls, speed, accuracy, completeness and consistency
2) Draft 2 sets of SOPs (one from a different area identified in Q1):
Document No: DAC-FR-12-89
Name of Department: Front Office
Date of issue: 23/1/13
Revision: 00
Procedure: Grooming
1.0 Purpose 1.1 The uniform represents the hotel and thus staff has to maintain a certain standard, to be stylish, comfortable to wear and to help look like a service professional.
1.2 Scope
All staff on duty must follow the grooming procedures.
1.3 Definition
1.4 Grooming - is the combination of Style and discipline, to project an image of organization’s culture and ethics to our esteemed customer-our guest. It also enhances the personality of employee, character of an organization.
1.5 Grooming can be categorized into 4 types :
1.5.1 Hair: The hair must be neatly tapered at the back and on the sides, forming a smooth, symmetrical appearance. The overall style must be balanced proportionately.
1.5.2 Uniform: For Uniformed staff, The Uniform must be in accordance with our Uniform Specification. The uniform should always be cleaned and well ironed.
1.5.3 Accessories: Only one ring on each hand is permitted. Ring should have small stones and should be decent in design and look. Wearing rings is prohibited for food handler.
1.5.4 Appearance: The fingernails should be closely clipped and should not extend beyond the tip of the fingers. Fingernails must be clean and presentable all times
1.6 Responsibilities
1.7 Front Office Managers are
1) Identify at least FOUR areas requiring Standard Operation Procedures.
a. Specific Operations :
i. Process check-in, reservation, post charges, process check-outs
b. Staff conduct and Appearance:
i. Procedure for handling misconduct and/or inappropriate appearance
c. Safety and Security:
i. Fire safety procedures, procedures for issuing room keys and handling emergencies
d. Service Standards:
i. Answering phone calls, speed, accuracy, completeness and consistency
2) Draft 2 sets of SOPs (one from a different area identified in Q1):
Document No: DAC-FR-12-89
Name of Department: Front Office
Date of issue: 23/1/13
Revision: 00
Procedure: Grooming
1.0 Purpose 1.1 The uniform represents the hotel and thus staff has to maintain a certain standard, to be stylish, comfortable to wear and to help look like a service professional.
1.2 Scope
All staff on duty must follow the grooming procedures.
1.3 Definition
1.4 Grooming - is the combination of Style and discipline, to project an image of organization’s culture and ethics to our esteemed customer-our guest. It also enhances the personality of employee, character of an organization.
1.5 Grooming can be categorized into 4 types :
1.5.1 Hair: The hair must be neatly tapered at the back and on the sides, forming a smooth, symmetrical appearance. The overall style must be balanced proportionately.
1.5.2 Uniform: For Uniformed staff, The Uniform must be in accordance with our Uniform Specification. The uniform should always be cleaned and well ironed.
1.5.3 Accessories: Only one ring on each hand is permitted. Ring should have small stones and should be decent in design and look. Wearing rings is prohibited for food handler.
1.5.4 Appearance: The fingernails should be closely clipped and should not extend beyond the tip of the fingers. Fingernails must be clean and presentable all times
1.6 Responsibilities
1.7 Front Office Managers are