FRONT OFFICE SERVICES

MODULE 8 :
PROVIDE CLUB RECEPTION
SERVICES
CLUB MEMBERSHIP
CLUB MEMBERSHIP
Are your really being
rewarded for your loyalty?
RULES AND REGULATIONS FOR CLUB MEMBERS:

• Membership in ZYX Club is open to

anyone (except minors).
• The ZYX Club office reserves the
right to refuse membership in the
ZXY Club at its discretion.
• Use of the card is restricted to the
card holder.
RULES AND REGULATIONS FOR CLUB MEMBERS:

• Discounts and other special

privileges the card entitles the
bearer to may not be used in
combination with other discounts
at the hotel
• The card number must be given
when making reservations
RULES AND REGULATIONS FOR CLUB MEMBERS:

• Please present the card when

checking in, when paying for foods
or drinks or whenever requested.
• In case of loss or theft, please
inform the ZYX Club Office.
RULES AND REGULATIONS FOR CLUB MEMBERS:

• The ZYX Club card is not credit

card. Please make the payments in
cash or with an accepted credit
card.
• Membership will be terminated if
contact by letter or phone cannot
be made by the club office
RULES AND REGULATIONS FOR CLUB MEMBERS:

• Membership will be terminated if

contact by letter or phone cannot
be made by the club office
• Membership will be terminated if
the card is misused or is not used
during the period during which it is
valid.
 Call management

Don’t Say Do Say

I don’t know. I’ll be happy to check on that for you.

We are oversold. We are sold to capacity.

I can’t confirm a king bed room.
This computer system is new, and I
don’t know it well
We still have many rooms available.
Bye.
I would be happy to request a king bed
room for you.
My computer is down right now, please
bear with me.
We are filling up, but I am confident we
have a room for you.
Thank you for calling the XYZ Hotel.
Telephone manners for telephone
operators and Front Liners

1. The essential ingredients for a

pleasing voice personality are:
• VOICE – volume is properly
modulated, tone is not harsh and
sounds gracious and friendly.
• CORRECT PHRASEOLOGY-
courteous words and appropriate
phraseoligies are used.
• MANNER – considerate, interested,
attentive, accommodating
• PROPER TELEPHONE USAGE – for
maximum efficiency

2. Use a slightly rising inflection when

making a statement. It softens the tone and
sounds more gracious.
3. All incoming calls outside the hotel should
be answered as follows:
“ XYZ Hotel, Good
morning/afternoon/evening”

Never say:
“Hello”
4. Always be ready with pad and pencil for
noting down messages.
5. When the phone rings, grab the paper and
pencil and promptly take down messages
or notes.
6. After the caller has relayed his
inquiry or request, read back to
him the notes that you have written
to validate the details.
7. Answer all calls a promptly as
possible, if possible on the first
ring.
8. Lift the receiver only when you
are ready to talk.
9. Be tactful when screening
calls. To connect a call to a
guestroom or office you must:

a. First ask for the name of the

caller.
Instead of:
“Who’s this?” or “Who’s calling?”
Tell the caller:
“May I know who’s calling please” or May I
tell him who’s calling please?”
9. Be tactful when screening
calls. To connect a call to a
guestroom or office you must:

b. Check with the caller if he/she

knows the guest’s room number. If
not, refer to the information rack (or
in the computerized Guest List) for
the guest room number and call the
guest.
Tell the caller:
“Just a moment. I’ll connect you now or I am
ringing the room now.”

Tell the caller:

“Thank you for waiting Mr. Gonen, the line will now
be connected to Mrs. Liddicoat.”

If the guest is not responding, say:

“ I am sorry Mr. Gonen, no answers in the room of
Mrs. Liddicoat. Would you like to leave a message or your
contact number so that Mrs. Liddicoat can call you back?”

NOTE: The guest room number should not be given

to the caller.
10. While talking with someone nearby and your
phone rings, excuse yourself and answer the phone
promptly.
“Excuse me sir/mam, I’ll just answer the
other line.” Or “Sir/ Mam, excuse me for a moment,
I need to answer the other line.”

11. Maintain friendly and accommodating

conversation

12. Speak clearly and distinctly.

13. When you leave your desk, leave a message
as to your whereabouts.
14. Be helpful and accommodating.
15. In dealing with callers:
 Be attentive
 Never interrupt while the other party is speaking.
Indicate your presence on the line with such
expression as : “ I see”, “ I understand” and
“yes” sir.”
 Avoid slang words like “yeah”
 Speak in the language
 Be friendly but businesslike.
16. If you cannot help the caller with some
information, explain why.
“ I’m sorry I don’t have this information, May I
transfer you to…
They will be in a position to give you the
information you need.”

If you need time to search for information, excuse

yourself and say:

“ Sir/mam, do you mind holding the line while I’ll

check on our file for the accurate information that
you need.” or “ Sir/Mam, do you mind putting you
on hold while I’ll check with Mrs. Liddicoat.”
17. Do not make anyone wait.
Get their number.
“Sorry sir/mam, but the information will take long
to obtain. Is it ok to leave me your number and I
will call you back?”

18. Keep conversation pleasant but brief

19. Private calls are not allowed

20. Never leave the switchboard unattended

21. Avoid drinking and eating

22. Never listen to private conversations
 CLUB RECEPTION SERVICE

-in a hotel is a service (with benefits)

designated for members of the hotel’s club
or VIP
REQUIRED SKILLS AND KNOWLEDGE

• High level communication and

customer service skills for dealing
tactfully and politely with customers
• Literacy skills to read documents such
as club membership cards, membership
database records, ID cards, proof of age
cards and driver’s licenses
REQUIRED SKILLS AND KNOWLEDGE

• Writing skills to assist customers to

complete membership application
forms, temporary and guest
membership forms and to issue
membership badges.
• Numeracy skills to calculate and explain
membership costs.
Standard procedure in answering
the telephone
• All calls must be answered within three
rings.
• All calls must be answered with a
greeting to include:
o Appropriate time of day
o The hotel name or department
o The associate’s name
o Offer of assistance
OR:
o Thank the guest for calling
o Include the name of hotel
o The associate’s name
Additional hints:
• Be familiar with how to operate every
feature of your telephone equipment
• Ensure that there is a paper and pen
handy before pick up the telephone
• During any conversation avoid any long
pauses
• Be prepared with all relevant
information (e.g. brochures, F & B
promotions etc.
Additional hints:
• Smile into the telephone
• Make sure while asking these questions,
you are listening for the answer. There
is nothing worse than someone’s asking
question and then not listening. Show
genuine care.
• Remember that guest’s time is very
valuable. Do not get too caught up with
this conversation.