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creative critical thinking IMG Academy

. Topic writing essay Ashville College? 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traveler or travel agent or a clerical or electronic process whereby a seat, a room, a berth or other accommodation is withdrawn from sale and set aside for the use of a specific person, often on payment of a deposit.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 the room that best meets the guest needs expressed during the creative critical thinking IMG Academy reservations process. Essay help Holland International Study Center? * Hotel Perspective * The reservations process should provide the highest occupancy and the room revenue possible. Reservation and Sales * Before Automation: * Agents focused on room availability information. * Not able to identify room type. * Agents would note special request on the reservation. * Certain bedding type, smoking, non-smoking, scenic view * Front desk fulfill such request at the time of check-in. * At the same time agents were responsible for creative critical thinking IMG Academy maximizing occupancy & revenue * Incentives were provided to sell higher priced rooms during check-in. * After Automation: * Agents can review room and rate information for specific dates * Request for specific room types, location, and special features can be immediately. . A persuasive article Chelsea Independent College? MANAGE FRONT OFFICE /GUEST SERVICE OPERATIONS 1) Identify at least FOUR areas requiring Standard Operation Procedures. a. Specific Operations : i. Process check-in, reservation, post charges, process check-outs b. creative critical thinking IMG Academy? Staff conduct and Appearance: i. Procedure for handling misconduct and/or inappropriate appearance c. Safety and Security: i. Fire safety procedures, procedures for issuing room keys and handling emergencies d. Service Standards: i. Answering phone calls, speed, accuracy, completeness and consistency 2) Draft 2 sets of SOPs (one from a different area identified in Q1): Document No: DAC-FR-12-89 Name of Department: Front Office Date of creative critical thinking IMG Academy, issue: 23/1/13 Revision: 00 Procedure: Grooming 1.0 Purpose 1.1 The uniform represents the hotel and thus staff has to maintain a certain standard, to creative critical thinking IMG Academy be stylish, comfortable to wear and to creative critical thinking IMG Academy help look like a service professional. 1.2 Scope All staff on creative critical thinking IMG Academy, duty must follow the grooming procedures. 1.3 Definition 1.4 Grooming - is the combination of Style and discipline, to project an image of organization’s culture and ethics to our esteemed customer-our guest. It also enhances the personality of picture essay writing badminton school, employee, character of an organization. 1.5 Grooming can be categorized into 4 types : 1.5.1 Hair: The hair must be neatly tapered at argumentative speech hebron academy, the back and on creative critical thinking IMG Academy, the sides, forming a smooth, symmetrical appearance. The overall. . The Front desk Aretha Dumuje Professor Faith Bradley Lodging Operations Management HTM 280 June 2, 2013 The front office department is the most visible department in a hotel. The focal point of activity within the front office is the reception desk . The reception desk is usually the place at which the guests form their first impressions of the hotel. Essay help Holland International Study Center? It is also the communication center for the hotel’s operation (Baker, S, Huyton, J and Bradley, P, 2000, p. creative critical thinking IMG Academy? 22). The reception/ front desk : The reception desk may comprise: Cashiering; mail and information; registration; and room assignment. The reception desk is located in creative critical thinking IMG Academy the busiest area of picture essay writing badminton school, the hotel’s lobby. creative critical thinking IMG Academy? The main financial tasks which are handled by front office staff include: receiving cash payments, handling guest folios, verifying cheques, and handling foreign currency and credit cards (Baker, S, Huyton, J and creative critical thinking IMG Academy Bradley, P, 2000, p. 22). creative critical thinking IMG Academy? The front desk is. . Argumentative speech Hebron Academy? Front office and guest safety and introduction for persuasive essay domus academy 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 creative critical thinking IMG Academy employees personal belongings (their handbags, items kept in the personal lockers, etc.). Yet management must take all possible measures to prevent theft among employees and of employee belongings through its hiring practices and argumentative speech hebron academy through the implementation of effective management, human resources and operational policies, such as: • Background checks of selected applicants • Policies related to employees' entry to, and exit from, the workplace • Spot checks of locker rooms and lockers • Effective supervision and control during the work cycle • Policies related to the discovery of criminal records and wrongdoing among, and by, employees • Control of people entering and exiting the workplace With regard to guest valuables, management informs guests that the picture essay writing badminton school hotel is not responsible for valuables left in the room, advising them to secure these in safety deposit boxes provided by picture essay writing badminton school, the hotel. creative critical thinking IMG Academy? Besides taking care of security issues related to the people they employ (as outlined above), management must undertake some necessary measures, among which: •. . Front Office Manager Job Discription : To ensure that all Departments under his supervision are successful and as independent profit center as possible, ensuring maximum guest satisfaction consistent with our hotel standards, through planning, organizing, directing and controlling all aspects related to the revenues and operating expenses. creative critical thinking IMG Academy? Report To : Directorof Rooms Responsible For : Assistant Front Office Manager, Concierge, Reservation Supervisor, Reception Supervisor, Assistant Manager, Telephone Supervisor, Business Center Supervisor, Kiosk Supervisor. Main Duties : Financial Responsibilities : 1. Is able to argumentative speech hebron academy effectively interpret financial result in creative critical thinking IMG Academy regards to revenues, payroll,costs and expenses. 2. creative critical thinking IMG Academy? To assist in the preparation of the Annual Operation Budget which will form part of the Business Plan. 3. To establish and creative critical thinking IMG Academy monitor cost and expense control systems and procedures toachieve budgeted operating results. 4. Is able to take corrective measures and actions to ensure highest possible profitability. 5. Maximizes revenues through pro-active action rather than re-active. Operational Responsibilities : Guest Service 1. Personally and creative critical thinking IMG Academy frequently verifies that guests in his operation are receiving the creative critical thinking IMG Academy best possible service available. Picture essay writing Badminton School? 2. Schedules himself to be on the front during peak operation hours. . JOB DESCRIPTION FOR JUNIOR RECEPTIONIST POSITION TITLE : FRONT OFFICE ASSTT. RESPONSIBLE TO : SR. RECEPTIONIST PURPOSE & SCOPE OF JOB RESPONSIBILITIES 1. creative critical thinking IMG Academy? Check log Book, wake-up call register and essay help holland international study center update information panels. 2. Picture essay writing Badminton School? To keep all stationeries as per standard laid down. 3. Sorting out guest mart. 4. Cleanliness of the work area, 5. To check pigeon holes for message/ location forms and to act accordingly, 6. To keep and give keys. 7. To report any untoward incident to Sr. Essay help Holland International Study Center? Receptionist. 8. A persuasive article Chelsea Independent College? To maintain arrival and departure registers. 9. Typing out a persuasive article chelsea independent college, all Whitney slips, (wherever maintained) or updating computer records. 10. To give required information to the guest, OCCASIONAL. DUTIES 1. creative critical thinking IMG Academy? To look after the work of Sr. Receptionist in creative critical thinking IMG Academy his absence 2. To see that the creative critical thinking IMG Academy luggage is a persuasive article chelsea independent college delivered to the guest room. 3. To see that the parcels and packets belonging to the guests are delivered, KEY AND KEY CONTROL Different keys are issued to different members of a persuasive article chelsea independent college, the staff according to their job and responsibilities. These are very important for the security, of the guest belongings and hotel property, and keys are issued out at the beginning of a shift, signed for and returned at the end of the shift. The key issue register is argumentative speech hebron academy maintained for this purpose. A persuasive article Chelsea Independent College? All doors of the guest-room in a hotel lock automatically when dosed from creative critical thinking IMG Academy outside. Introduction for persuasive essay Domus Academy? This means that the door is topic writing essay ashville college double. . Making a Reservation Receptionist: Good morning. Welcome to The burj al arab Hotel. Client: Hi, good morning. I'd like to make a reservation for September 24. Do you have any vacancies? R: Yes sir, we have several rooms available for that particular weekend. Introduction for persuasive essay Domus Academy? R: How long will you be staying? C: I'll be staying for two nights. R: How many people is the reservation for? C: There will be two of us. R: And would you like a room with twin beds or a double bed? C: A double bed, please. R: Great. And would you prefer to have a room with a view of the ocean? C: If that type of room is available, I would love to have an ocean view. What's the rate for the room? R: Your room is five hundred and ninety dollars per night. Now what name will the reservation be listed under? C: Aileen Fajardo R: Could you spell your last name for me, please? C: Sure. F-A-J-A-R-D-O R: And is there a phone number where you can be contacted? C: Yes, my cell phone number Is 123-456-7890 R: Great. Now I'll need your credit card information to reserve the room for you. What type of card is creative critical thinking IMG Academy it? C: Visa. Topic writing essay Ashville College? The number is 1234567890 R: And what is the name of the cardholder? C: aileen fajardo R: Alright, Ms. Fajardo , your reservation has been made for the twenty-fourth of September for a room with a double bed and view of the ocean. Check-in is at 2 o'clock. If you have any other questions, please do not hesitate to call us. C: Great, thank you so much. R: My pleasure. We'll see you in. .  Front Office Organization Chart ____________________________________ General Manager As a hotel manager duties vary depending on the size and type of hotel, but may include: planning and organizing accommodation, catering and other hotel services; promoting and marketing the introduction for persuasive essay domus academy business; managing budgets and financial plans as well as controlling expenditure. Assistant Manager Assistant hotel managers are in charge of overseeing all the events, activities and operations in a hotel. They make all the necessary decisions needed in their assigned division and ensure all hotel rules and policies are implemented. Assistant hotel managers monitor the tasks of personnel and graduate level degree st. johnsbury academy workers, set goals and plans to graduate level degree st. johnsbury academy promote and improve the service of creative critical thinking IMG Academy, their department; and topic writing essay ashville college are tasked to give schedules and assignment to each worker. They handle client’s complaints and compliments about their department; and make sure that events are well organized. Sometimes, assistant hotel managers also welcome guests and customers as they enter the topic writing essay ashville college hotel. They assist the hotel manager in ensuring the security of creative critical thinking IMG Academy, their guests and the entire hotel or hotel department. Front Office Manager Often a guest's first impression of a property is the result of the Front Office Manager´s skills and creative critical thinking IMG Academy abilities. The Front Office Manager provides many guest services and.