FRONT OFFICE DEPARTMENT OFFER SUPREEYA SUEBSUNTRON MAKE BY WANWILAI PONTANA NO.14 116310102080-3
Front Office Department a department of the hotel responsible for Deal with hotel guests directly since the reception Accepting room reservations, preparing rooms for guests to stay arrangement of services to guests during their stay in the hotel, such as information services Facilitating communication with various parties both inside and outside the hotel The front desk is the focal point. of the hotel because the front counter of the front service department is located in a position The i m p o r t a n c e o f t h e l o b b y a r e a o f t h e h o t e l , w h i c h i s t h e main point Guests must come in contact and is also a source of important information for serving guests and It's also an important resource for guest information. The front counter is also where guests come, check in, and pay or return their keys when they check out. Guests typically use this area for complaints. various stories too
The importance of the front office Front desk of the hotel It is the first department that guests come into contact with. The hotel, as well as the guests staying in the hotel when they have to contact and request services. It is a department that is reputable, representing the hotel as a whole. If it can create a first impression (First Impression) to the service user. It will make the service user feel warm and friendly, feel that they have received good service and want to come back to use the service again next time. Because the front desk is the coordination center for all departments of the hotel. The efficient operation of the hotel will also result in the success of other departments' operations. Therefore, the front desk is important to the hotel as follows
The role of the front office Role refers to the behavior that the person in the position has performed or manifest, which is often a behavior that corresponds to the role thoughts of the incumbent As mentioned earlier, the front desk has the main role and function of selling rooms and generating income for the hotel. Organizational structure that is important and plays a role in other areas
Satisfaction (Impression) All guests staying in the hotel must go through. Welcome from the front desk And in the same way, guests leaving the hotel have to go through the department. front-end services as well Therefore, the front-end service department is a department that can create A good impression (Good Impression) or a bad impression (Bad Impression) to the guest for a good impression. Guests will receive from perform the work of employees in the front desk which the operation will consist of the ability to operate effectively Quality and knowledge of work and a sense of service (Service Mind). service consciousness Can't make a good impression on the guest. The front desk has to impress the guest both the moment they start contacting. and guests leaving the hotel Especially the first impression (First Impression) is very important. and will remain in my heart for a long time (First Impression is the most lasting one).
The source of information (Source of Information) is the front service department. at the hotel guest And people outside the hotel always come in to inquire about various matters. Inside and outside the hotel Employees in the front desk, especially employees who Work at the front desk or reception hall of the hotel (Lobby) should have information and news to answer questions of guests or visitors. which will link to a good image of the hotel
Image of the hotel (Hotel Image) Hotel guests or people who come in contact with the hotel. must enter the reception hall which is always the working area of t he front desk The hotel has a receptionist. Good Personality means having knowledge about work, having experience, and having beautiful manners. coupled with a tasteful artistic reception hall decoration will impress and a good image for the hotel The front desk is therefore the part that attracts the attention of the guests or those who contact the coordination center. (Coordination Center) front service department is included. News of hotel guests It is therefore a center to distribute guest information to various departments (Operational Department) and the administration. (Administrative Staff) to support the operations of other departments.
Although the front desk serves as a source of information for guests and is the hotel's liaison center. But the information of all guests must be kept confidential. Top Secret (Top Secret) cannot be disclosed to others who are not involved because it is considered an infringement (Violation) to the guest. In regards to guests or hotels, receptionists must think and act around them. Consult or consult with the management first. except for information that is coordinated within between departments to ensure efficient service
Functions of the front service department Working hours of hotel front desk staff Typically, hotel front desk staff have different working hours than support staff, with front desk staff working at least 40 hours per week. in Thailand staff The front desk of the hotel operates an average of 48 hours per week per person. Not counting over time (Over Time). Usually, the working period is divided into 3 cycles as follows: 1. Morning Shift a.m. – p.m. (which will work for 8 hours and take a break for 1 hour) 2. Afternoon Shift p.m. – p.m. 3. Night Shift p.m. – a.m. Each time period has an overlap of approximately 1 hour to allow the operational staff to have time to deliver the work, describe the nature of the work and the problems that have arisen and have not been resolved.
Being the first and last point of service The front desk is the first and last point to serve both internal and external guests. Hotel or it can be said that Front service department will be the first department to meet and deliver services to Guests before all other departments of the hotel, therefore, creating a first lmpression of the guests who come in and use the hotel services becomes an important strategy. For the service of the front desk, including the good hospitality and creating a warm atmosphere. In addition, the front desk service is the final point of service, that is, the last activity of The service in the hotel is to return the room. Paying and sending guests back Therefore, the front service department Therefore, it is the last department of contact. stamped in the last (Last lmpression) as well in order to create Good impression before leaving This will affect the good service image of the hotel and will keep guests coming back. Hotel service again next time
Information center In addition to the main role of the front service department is to deliver service with hospitality. Good hospitality to the guests mentioned above. One problem that always arises with guests is their feelings of being unfamiliar with the place and services or even not understanding the right to use the services of the hotel. In addition, if comparing the front desk service with other departments of the hotel, it can be seen that The front desk is the one with the most opportunities to meet guests. Because if considering Physical Characteristics of the Hotel Front Office Department is the department that has the main area Located in the lobby of the hotel or the entrance of the hotel building, most of which are located in a location that is easily accessible to guests. (Accessibility) for the convenience of providing services. Therefore, employees in this department need to have knowledge and understanding of products and services. of the hotel as well in order to provide accurate and complete information as the guests want
Part Front office Department FRONT DESK OR THE FRONT OFFICE DEPARTMENT OF THE HOTEL (FRONT OFFICE DEPARTMENT IS THE DEPARTMENT THAT PLAYS AN IMPORTANT ROLE IN THE HOTEL BUSINESS BY THE MAIN FUNCTIONS OF THE FRONT DESK IS TO PROVIDE AN ADVANTAGEOUS CUSTOMER SERVICE AS THE MAIN CENTER OF CUSTOMER SERVICE THE WORK WILL BE LINKED TO ALL DEPARTMENTS OF THE HOTEL AS AGENTS IN THE GUEST SERVICE FROM (CHECK IN – IN HOUSE – CHECK OUT) AND WORK MUST HAVE A CORRECT AND CAREFUL PROCEDURE AND MUST BE CONSISTENT WITH ACCOUNTING ENTRIES. AS WELL
POSITIONS IN THE FRONT OFFICE FRONT OFFICE MANAGER FRONT DESK MANAGER HAVE A DUTY TO SUPERVISE THE OPERATION THE RECEPTION IS SMOOTH. AND EFFECTIVE IN ACCORDANCE WITH THE STANDARDS SET BY THE HOTEL, THE FRONT OFFICE MANAGER WILL BE THE MIDDLEMAN TO TAKE ORDERS FROM THE TOP MANAGEMENT AND DISTRIBUTE THE WORK TO THE GENERAL STAFF AND CONTROL ALL MEMBERS OF THE HOTEL FRONT DESK SERVICE TEAM INCLUDING SETTING GOALS SET A BUDGET AND CONTROL OPERATING EXPENSES. EVALUATE THE QUALITY OF WORK OF TEAM MEMBERS. AND PREDICT FUTURE OCCUPANCY LEVELS
RECEPTIONIST WHEN GUESTS WALK INTO THE HOTEL STAFF. RECEPTIONIST IT WILL BE THE FIRST PERSON THE GUEST CONTACTS TO SPEAK WITH. THE RECEPTION STAFF MUST GREET AND WELCOME GUESTS. REGISTER GUESTS AND PAY FOR ROOMS, HAND OVER KEYS, COLLECT INQUIRIES AND DEAL WITH UNSATISFIED GUEST MATTERS. GATHER INFORMATION ABOUT FOOD AND BEVERAGE COSTS FROM RESTAURANTS AND BARS, AS WELL AS LAUNDRY COSTS. AND IN ADDITION, MAY HAVE TO THINK ABOUT COORDINATING WITH OTHER DEPARTMENTS ON VARIOUS MATTERS RELATED TO THE GUESTS.
BELL BOY BELLBOY'S DUTY IS TO WELCOME GUESTS AT COME INTO THE HOTEL PROVIDES INFORMATION ABOUT THE HOTEL AS WELL AS GIVING DIRECTIONS TO VARIOUS POINTS IN THE HOTEL. IF THE GUESTS ARE STAYING IN THE ROOM, THEY HAVE TO HELP THE GUESTS CARRY THEIR LUGGAGE TO THE ROOM AND WHEN THE GUESTS LEAVE, THEY HAVE TO UNLOAD THE STUFF FROM THE ROOM AS WELL.
CASHIER THE CASHIER IS RESPONSIBLE FOR COLLECTING MONEY. ISSUE INVOICES AND RECEIPTS TO GUESTS. LIST EXPENSES IN THE GUEST FILE DURING THEIR STAY. COLLECTION OF VARIOUS BILLS BEFORE THE GUEST CHECKS OUT. INCLUDING SERVICES FOR GUESTS AND CURRENCY EXCHANGE
DOOR ATTENDANT OR DOORMAN HAVE A DUTY TO HELP OPEN THE CAR DOOR. HOTEL DOOR WHEN GUESTS ARRIVE HELP AND SERVICE TO GUESTS AT THE DOORSTEP OF THE HOTEL.
NIGHT POTTER NIGHT POTTER IS THE ONE WHO WORKS AT NIGHT. USUALLY DURING THE NIGHT MOST HOTELS WILL HAVE STAFF ON DUTY AS NECESSARY. AND NIGHT WORKERS HAVE TO MULTITASK. BECAUSE IT MUST BE DONE IN PLACE OF OTHER POSITIONS THAT DO NOT HAVE PEOPLE ON DUTY AS WELL. NIGHT PORTER WILL TAKE OVER VARIOUS TASKS OF THE RECEPTION FROM AROUND 11 PM OR 24.00 UNTIL THE MORNING OF THE NEXT DAY. ACCIDENTALLY COME IN DURING THE NIGHT, SUCH AS GUESTS WHO COME TO STAY LATE AT NIGHT. AND SOME GUESTS WHO CHECK OUT AT DAWN TAKE CARE OF ANSWERING THE PHONE GENERAL SECURITY CHECKS PROVIDE REFRESHMENTS AND SNACKS FOR GUESTS WHO MAY REQUEST FOR THE NIGHT. AND PERFORM OTHER DUTIES, WHETHER IT IS HELPING TO ARRANGE THE EVENT ROOM IF THERE IS A MEETING OR A PARTY IN THE MORNING.
RESERVATION CLERK RESPONSIBLE FOR TAKING CARE OF CUSTOMER RESERVATIONS. IT IS RESPONSIBLE FOR CONFIRMING THE RESERVATION WHEN THE GUEST ENTERS THE ROOM THROUGH VARIOUS CHANNELS SUCH AS E-MAIL, LETTER OR FAX, SELLING ADDITIONAL SERVICES WHEN APPROPRIATE. MAKE A LIST OF INCOMING AND OUTGOING GUESTS. AND OTHER RELEVANT REPORTS TO SUPERVISORS
TELEPHONE OPERATOR ANSWER AND MANAGE CALLS BOTH IN AND OUT AS WELL AS CONTROL THE TELEPHONE SYSTEM IN CASE OF HAVING TO CALL THE GUESTS TO WAKE UP ANSWER VARIOUS QUESTIONS ABOUT THE HOTEL BY PHONE.
CONCIERGE HAS A DUTY TO CONFIRM THE RESERVATION FOR CUSTOMERS OF RESTAURANTS, TOURS, LIMOUSINES OR OTHER SERVICES SUCH AS BOOKING THEATER TICKETS, BOOKING TOURS, RECOMMENDING ATTRACTIONS SUGGEST A STORE THAT GUESTS WOULD LIKE TO GO TO. AS WELL AS HELPING GUESTS IN CASE THEY NEED MORE INFORMATION.
Front Office Department Or F/O) THERE ARE MULTIPLE POSITIONS AND REQUIRE MULTIPLE EMPLOYEES AND MULTIPLE SHIFTS IN THE MORNING AND EVENING. AND EMPLOYEES IN EACH SHIFT MUST MANAGE THE WORK FROM ONE ANOTHER WITHOUT INTERRUPTION. IN ORDER TO MAKE GUESTS FEEL IMPRESSED WITH THE SERVICE INCLUDING MAKING THE GUEST STAY INFORMATION FLOW FROM CHECK-IN, SERVICE USAGE, PAYMENT TO CHECK-OUT. THEREFORE, HOTEL MANAGERS, WHETHER SMALL OR LARGE HOTELS. SHOULD FIND A HELPER TO MANAGE THE HOTEL PROFESSIONALLY RUN BY INVESTING IN SOFTWARE OR HOTEL MANAGEMENT SYSTEM (HOTEL ERP SOFTWARE)
What is the benefit of Hotel ERP Software? Hotel ERP Software is a hotel management system. that will help increase the efficiency of hotel management From the front office service (Booking & Interfaces) to the management of housekeeping. (Housekeeping), receiving payments (payment channel) and accounting (Accounting), as well as in the management of the customer (Client Manager) or CRM (CRM) marketing. The Hotel ERP software system will be able to Support the expansion of the hotel without interrupting the hotel's operations.
in the front-end service Hotel management system (hotel ERP software) will have a function called. Front Office Systems, which will help the front desk staff to serve guests in the most efficient and professional manner. This system is suitable for hotel, accommodation and resort operators who want to manage their work anywhere, anytime, making the front desk management system work precisely and accurately. Help to calculate the number of rooms remaining, the number of rooms that the guests are staying in, including the expenses that the customers come to use the service
The front office management system of the hotel consists of 1.advance booking and booking through the website 2. Check in – Check Out 3. preparation of customer information 4. Controlling prices and sales volumes online 5. Support for group tours (OTAs) 6. room management and maid 7. Cashier and issuing accounting documents 8. Controlling expenses in accordance with the account 9. Support work that is connected to other departments such as mini bar, technician 10. Data Auditing and Reporting
It can be seen that the management of the front of the hotel or Front Office is the department that plays an important role in the hotel business. as the main center of customer service The work will be connected to all departments in the hotel as a guest service agent from (Check In – In House – Check Out) taking care of customers from the moment they come in and check in. room delivery service Taking care of customers during their stay Until the time the customer leaves the accommodation and work, there must be a careful and accurate procedure and must be consistent with the account list. Therefore, it is important to focus and invest in software that will increase the productivity of Front Office staff and other parts of the hotel.
Features and qualifications of front desk staff 1. have expertise in their work Employees must be willing to perform their duties and it is imperative to obtain Further training in which employees do not have the skills and expertise 2. Proficiency in foreign languages Front desk staff need to have a good level of English skills. because they have to provide services to foreign guests In addition, if employees can speak other foreign languages, the more it will benefit the work even more. 3. Attitude Employees must have a feeling of love for their job. This will result in employees working efficiently and Success in the job 4. Personality Employees must have a good personality, such as dress modestly. Have a personality that is agile, speak politely, behave, know the tidbits, etc. However, having a good personality will create a positive impact on the employees. Impressed and trusted by guests is another way.
Manners and ethics of staff at the front desk 1. Be honest with yourself and others 2. Responsible for assigned tasks 3. Know the timing, such as not saying gossip about others. behave appropriately for the guests, etc. 4. Think of the common interests over personal interests 5. Have unity, work as a team, help colleagues 6. Be open-minded and accept the opinions of others. 7. Be loyal and proud of the organization Do not expose the defects of the organization to outsiders to be informed 8. A person who forgives with a pure heart and does not pretend. 9. Provide the best service to the guests. 10. Don't bring your colleagues' mistakes to your own credit.
The relationship between the front desk and other related departments Housekeeping Department Working together on a daily basis, there will be a large number of registered guests and room attendants. Rooms must always be available to reduce the problem of long wait times. Room status reporting must be made. Neat and accurate at all times including the delivery of other services as requested by the guests. Abbreviations used in room reports V (Vacancy) Availability O (Occupied) A room with a guest. OOO (Out of Order) Room being renovated, damaged room DND (Do not Disturb) A room that does not disturb guests. DL (Double Lock) 2 storey room SB (Scanty Baggage) Room with very little luggage. Room cleaning arrangements – when guests return the room The front part must notify the housekeeper immediately in order to clean the room and prepare it for sale to the next guest. Special arrangements for group and VIP guests – The front desk prompts the maid to hurry up and make the room. Group guests and special guests Service must be fast and efficient. The housekeeper has to prepare flowers in the guest room when receiving the amenities voucher from the front.
work with enthusiasm Willing to work to the best of my ability 1. Strictly follow the rules of the hotel and obey the instructions of the guests. strictly commanded 2. Be honest Take good care of the property of the hotel and the guests. If there is a problem, be responsible for damages. 3. Work with enthusiasm Willing to work to the best of my ability Have a passion for service always smiling 4. Have a willingness to learn on the job Always learn new things because the front desk work has to meet a variety of guests. have different needs Must pay attention and adapt to the events
Structure Front Office Department
Uniform Front office department
Uniform Front office department The dress code must be in the hotel's uniform. Each position has a different uniform, make-up and hair done to look beautiful. In addition, the body must be kept clean from head to toe, such as cutting nails clean. collect me every time before performing duties and without body odor, etc. In addition, if employees wear The uniform of the hotel should not go out of the hotel, if it is necessary to go out to do errands, must change the dig first every time. Male staff uniform Will choose black to give a feeling of softness and depth. red represents fiery Light color gives a feeling of comfort and politeness, suitable for hospitality and work that choose solid color because it won't stain easily. Functions of use of male staff uniforms The suit has hidden pockets on both sides of the shirt and on the outside there is a left front pocket for small items. The light-colored inner shirt is typical, while the trousers have a zip fastening on the hook with pockets on both sides of the premium-grade shoes. female staff uniform The meaning of the color is the same as the male staff uniform. Functional use of female staff uniforms Knee length dress with hidden pockets between both hips. Women have a bow tie at the neck and hair. The shirt inside is red lace, short sleeves, premium grade shoes.
Q&A Front office department 1. Being a Reception ? Reception : Must be able to solve problems for guests, witty, must know everything about the hotel, whether it's room, kitchen, water, fire, everything in the hotel. The front department must take care of and fix the problem. 2. When you are alone and the guests come to check in together ? Reception : Check-in guests one by one first. As for other guests, wait at the reception room. 3. Telephone operator duties? Telephone operator : There is a duty to answer the phone with incoming calls. and then transferred to different people and departments 4. Cashier Duties? Cashier: Responsibility for issuing receipts and collecting money from guests, including A service that allows guests to exchange currency as well. 5. Where to carry luggage to guide guests? Position : Bellboy
Fun Claw Machine claw machine ABCDEFGH IJKLMNOP QRSTUVWX YZ Bell Boy Cashier Doorman Potter game guide For playing, the player has to put the letters together according to the words on the right hand side.
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FRONT OFFICE DEPARTMENT OFFER SUPREEYA SUEBSUNTRON MAKE BY WANWILAI PONTANA NO.14 116310102080-3