Front Office Operations Adam Fikis Week #6 Reservations * Definition: An agreement reached between a supplier and a traveler or travel agent or a clerical or electronic process whereby a seat‚ a room‚ a berth or other accommodation is withdrawn from sale and set aside for the use of a specific person‚ often on payment of a deposit. Reservations Outcomes * Guest Perspective * Having a guestroom ready and waiting when they arrive * Should not be just any room‚ but
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Front office and guest safety and security Security Issues ---------------------- Security encompasses areas such as security of the property itself‚ company assets‚ employees’ and customers’ personal belongings and valuables‚ life security‚ personal security etc. In all workplaces management stipulates that it is not responsible for valuables and employees personal belongings (their handbags‚ items kept in the personal lockers‚ etc.). Yet management must take all possible measures to
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The Role of The Front Office A security program is most effective when all employees participate in the hotel’s security efforts. Front office staff play a paticularly important role. Front desk agent‚ door attendants‚ bellpersons‚ and parking attendantshave the oppurtunity to observe all persons entering or departing the premises. Suspicious activities or circumstances involving a guest or visitor should be reported to the hotel’s security department or a designated staff member. Several procedures
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language Good Morning/Afternoon/Evening etc. Informal: what is up‚ long time no tee‚ yeah. Guiding to Front Desk/Reception Counter: Bellboy comes into the scenario. His prime function‚ after greeting is to escort the quest to front desk. After that to guest room it is also called “Room the Guest” Registration: Registration procedures be gins at Front Desk/Reception counter. Front desk personal have to have ready smile at all the times while greeting the guest. As the guest approves the
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CHAPTER 1 INTRODUCTION TO FRONT OFFICE ▪ Explain the key features of Property Management Systems. ▪ Describe common accommodation venue structures. ▪ Identify guests and target markets. ▪ Understand the cycle of service. What is Front Office? It is the face of the hotel. It also the heart of the venue‚ if not physically‚ then certainly operationally. Property Management Systems - A system of keeping track of and controlling financial and non financial
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American Plan ( AP) - A billing arrangement under which room charges include the guestroom and three meals‚ Also called as full board / full pension. European Plan (EP) - A billing arrangement under which meals are priced separately or room only plan Modified American Plan (MAP) - A billing arrangement under which the daily rate is including room and two meals‚ generally Breakfast and dinner. Continental Plan ( CP ) - One of the most common / preferred billing arrangement which includes room
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Self-Evaluation from Employee It’s easy to say you can use any performance review phrase‚ change it to “I” or “me” and be finished with your performance review – but it’s not always that simple. You want your phrases to be honest‚ accurate‚ but not too harsh. Phrases criticizing performance need to be well balanced. We’ve compiled a list of hundreds of self evaluation phrases you can use to complete your performance review and receive the high marks you deserve. We’ve separated the phrases by topical
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BENEFITS OF CHANGES IN WORKPLACE Change is often necessary but can be frightening for your employees. Common reactions to change include anger‚ denial‚ opposition and depression. As a manager‚ you must illustrate to your employees the benefits of change so that they‚ hopefully‚ develop an excited and positive attitude. Point out how change brings with it new ideas and opportunities as well as the chance to shine as an important part of the company. Promotes New Ways of Thinking Changes compel
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SAMPLE OF EVALUATION 10 Excellent A. Notebook contents are complete‚ dated‚ labeled B. Pages are numbered (odd : right-side‚ even: left-side) C. Right-side/left-side topics are correct and contents organized D. Lectures notes go beyond the basics requirements. E. Uses color and effective diagrams making notebook-visually appealing F. Shows impressive‚ in depth self reflections 8 7 Well Done A. Notebook contents are complete‚ dated‚ labeled B. Pages are numbered (odd : right-side‚ even:
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quality in front office of five star hotels in Tehran in order to satisfy customers Nina Bashirian Tina Majdpuor Master program Business Administration Luleå University of Technology Department of Business Administration‚ Technology and Social Sciences Master Thesis‚ Continuation Courses Tourism and Hospitality Management Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce The role of standard service quality in front office of five
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