Importance of front office

First and last impressions

Communication between guests and staff

Reservations

http://www.ambiencedore.com/collection/Custom_Built_Reception.php

First and Last impressions

-You will be the first one our guest sees when entering the hotel
-Remember to smile and be friendly
-Treat each person with respect and care
-Work efficiently and be organized
-Remain calm and pleasant

Steps for greeting people:

Smile

Say Welcome to Marriott

How may I help you

Grooming and dress

1.

Well-groomed
Hair brushed

Teeth brushed

Finger nails clean

Apply deodorant

2.

Dressed nicely

Clean uniform
Clean Shirt and Pants

Clean Socks and Shoes

Job Tasks

-Greet, register, and assign rooms to guests of hotels or motels

-Verify customers' credit, and establish how the customer will pay for the
accommodation
-Contact housekeeping or maintenance staff when guests report problems
-Make and confirm reservations
-Issue room keys and inform guest of room location
-Keep records of room availability and guests' accounts, manually or using
computers
-Perform bookkeeping activities, such as balancing accounts and conducting
nightly audits
-Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers
manually or by using computers
-Compute bills, collect payments, and make change for guests
-Record guest comments or complaints, referring customers to managers as
necessary
-Review accounts and charges with guests during the check out process
-Transmit and receive messages, using telephones or telephone switchboards
-Advise housekeeping staff when rooms have been vacated and are ready for
cleaning
-Answer inquiries pertaining to hotel services, guest registration, and travel
directions, or make recommendations regarding shopping, dining, or entertainment
-Prepare for basic food service, such as setting up continental breakfast or coffee
and tea supplies
-Deposit guests' valuables in hotel safes or safe-deposit boxes
-Clean and maintain lobby and common areas, such as restocking supplies and
watering plants
-Date-stamp, sort, and rack incoming mail and messages
-Arrange tours, taxis, or restaurant reservations for customers

http://www.myplan.com/careers/hotel-motel-and-resort-desk-clerks/description-434081.00.html

Telephone
284-1441 ext 1445-Maintence
284-1441 ext 3452-Customer Support
284-1441 ext 3486-Front Desk
284-1441 ext 2346 Kitchen
284-1441 ext 2890 Manager
If a customer calls and needs to be directed to one of the following:
1. press forward call and
2. press the extension given above
3. example: forward, 1441
If you need to make a call to any of the numbers above:
1. Press the extension number.
2. Example: 2346
If you need to make a call outside of the hotel:
1. Press 6
2. Press the number youre needing to reach.
3. Example: 6-765-123-4567
If you need to reach a customers room in their room:
1. Press the room number.
2. Example: 12

Computer/ Register
To turn on the computer:
1. Press the power button on the modem and on the screen.

2. You will need to type in the password to log in- Marriott

3. The computer will bring up the program the hotel uses.

4. type in the password- marriot1
5. Click on the employee tab
6. Click on clock in/clock out.
7. Type in your initials.
8. Press the enter key.

The F Keys are your best friend!

F1-Help
For help press F1
F2-Search

Type customers name in search box

Press F2

Click on customers name

F3-Drawer
Press F3 to open drawer.
F4- End Sale
Press F4 to end a sale.
At the end of your shift:
Go to the employee tab

Click on clock in/clock out

Type in your initials

Press the enter key to clock out.

Demonstrate knowledge of the functionality of the front office equipment

Copy Machine
How to make a copy
-Open top of heating lid
-Place paper under on screen under heating lid
-Close heading lid
-Press the key (1)
-Press the key (print)
How to make a fax
-Place paper in tray upside down
-Press (scan)
-Type in or select email address
-Press (OK)

How to load paper

-Open bottom tray
-Fill tray with paper
-Close tray
How to scan
-Lay paper in tray on top
-Press (scan)
-Select user or enter email address
-Select (OK)

Tools
If you need tools open drawer at desk

Stapler: use to put multiple papers together

Tape: if something if torn put a piece of sticky tape on it

Scissors: are used to cut

Paper clips: to temporary put papers together

Post its: use this small paper to make a note