Hospitality Management (Front Office)

  1. The major part of Telephone Etiquette is to listen the customer.
  2. The tone should be cheerful and friendly.
  3. Responsibility of the following Managers:
*Reception manager - Welcoming the guests, escorting them to the room, and seeing them off. 
*Guest service manager - Handling guest mails, letters, and couriers.
*Night Audit Manager - Posting accommodation charges, taxes, and other paid services such as restaurant, internet charges to each guest's account accurately.
*Communication manager - Keeping in check all communication facilities such as PBX, facsimile, internet in the hotel.
*Reservation Manager - Providing and updating information on tours, prices, and itineraries.  
  1. Front office staff qualities and competencies: 
  • Understand their respective roles and responsibilities in the hotel and front office as an operation.
  • Equip themselves with basic etiquettes and mannerism.
  • Possess pleasant, polite, and cordial personality.
  • Wear clean and neat uniform with same accessories and footwear.
  • Conduct themselves with professionalism, positive attitude, and cooperative nature.
  1. Difference between Whitney and Central Reservation.
  • Whitney system of reservation is conventional manual way of reservation system in a hotel. This system is using a slip or any writable materials to record or make the reservation.
  • Central Reservation system (CRS) is the advance and easiest reservation system. This system is computer-driven and can handle large amount of reservation data effortlessly.
  1. The potential causes of denying reservation are: 
  • All accommodations in a hotel booked.
  • Requested type of accommodation not available.
  • Guest or agent blacklisted.
  1. The one who prepares the list that contains vital information such as room preferences, and etc. is the reservation section of the front office.
  2. In cancellation, the purpose of updating is to know that there are changes in the reservation.
  3. A receptionist listens the guest, expresses sympathy, fixes the problem and if it requires higher command in a chain, the receptionist can call someone to resolve the problem.


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