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. How to write a good application essay Besant Hill School! 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traveler or travel agent or a clerical or electronic process whereby a seat, a room, a berth or other accommodation is withdrawn from sale and set aside for the use of a specific person, often on payment of a deposit.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 reservations process. * Hotel Perspective * The reservations process should provide the highest occupancy and the room revenue possible. elsevier with editor Durham University! 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 elsevier with editor Durham University maximizing occupancy & revenue * Incentives were provided to sell higher priced rooms during check-in. elsevier with editor Durham University! * After Automation: * Agents can review room and rate information for specific dates * Request for specific room types, location, and special features can be immediately. . Marathi essay writing Kensington Park School! MANAGE FRONT OFFICE /GUEST SERVICE OPERATIONS 1) Identify at elsevier with editor Durham University, least FOUR areas requiring Standard Operation Procedures. a. Specific Operations : i. Process check-in, reservation, post charges, process check-outs b. Staff conduct and Appearance: i. Procedure for handling misconduct and/or inappropriate appearance c. Safety and Security: i. Fire safety procedures, procedures for marathi essay writing kensington park school 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 how to write a good application essay besant hill school a different area identified in elsevier with editor Durham University Q1): Document No: DAC-FR-12-89 Name of Department: Front Office Date of 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 be stylish, comfortable to wear and elsevier with editor Durham University, to help look like a service professional. 1.2 Scope All staff on duty must follow the persuasive essay strategies university of massachusetts boston — umass boston 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 employee, character of an organization. 1.5 Grooming can be categorized into elsevier with editor Durham University 4 types : 1.5.1 Hair: The hair must be neatly tapered at the back and on 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 elsevier with editor Durham University a hotel. Reflective writing essays The Storm King School! The focal point of activity within the writing expository essays leysin american school front office is the reception desk . The reception desk is usually the how to write a good application essay besant hill school place at elsevier with editor Durham University, which the guests form their first impressions of the hotel. It is also the communication center for the hotel’s operation (Baker, S, Huyton, J and Bradley, P, 2000, p. 22). The reception/ front desk : The reception desk may comprise: Cashiering; mail and information; registration; and room assignment. The reception desk is located in the busiest area of the hotel’s lobby. The main financial tasks which are handled by learn essay writing st. louis university (into) front office staff include: receiving cash payments, handling guest folios, verifying cheques, and handling foreign currency and credit cards (Baker, S, Huyton, J and Bradley, P, 2000, p. 22). The front desk is. . Front office and guest safety and security Security Issues ---------------------- Security encompasses areas such as security of the property itself, company assets, employees' and customers' personal belongings and elsevier with editor Durham University, valuables, life security, personal security etc. In all workplaces management stipulates that it is not responsible for valuables and employees personal belongings (their handbags, items kept in the personal lockers, etc.). elsevier with editor Durham University! Yet management must take all possible measures to reflective writing essays the storm king school, prevent theft among employees and of employee belongings through its hiring practices and 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 elsevier with editor Durham University 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 hotel is not responsible for valuables left in the room, advising them to secure these in safety deposit boxes provided by the hotel. 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. elsevier with editor Durham University! 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 effectively interpret financial result in regards to revenues, payroll,costs and expenses. Persuasive essay strategies University of Massachusetts Boston — UMass Boston! 2. To assist in the preparation of the Annual Operation Budget which will form part of the Business Plan. 3. To establish and monitor cost and expense control systems and procedures toachieve budgeted operating results. 4. Is able to learn essay writing st. louis university (into), 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 frequently verifies that guests in his operation are receiving the best possible service available. 2. Schedules himself to marathi essay writing kensington park school, be on the front during peak operation hours. . JOB DESCRIPTION FOR JUNIOR RECEPTIONIST POSITION TITLE : FRONT OFFICE ASSTT. elsevier with editor Durham University! RESPONSIBLE TO : SR. RECEPTIONIST PURPOSE & SCOPE OF JOB RESPONSIBILITIES 1. elsevier with editor Durham University! Check log Book, wake-up call register and update information panels. 2. How to write a good application essay Besant Hill School! To keep all stationeries as per standard laid down. 3. elsevier with editor Durham University! Sorting out persuasive essay strategies university of massachusetts boston — umass boston, guest mart. 4. Cleanliness of the elsevier with editor Durham University work area, 5. To check pigeon holes for message/ location forms and to act accordingly, 6. To keep and give keys. elsevier with editor Durham University! 7. To report any untoward incident to Sr. Receptionist. 8. To maintain arrival and departure registers. 9. Typing out all Whitney slips, (wherever maintained) or updating computer records. 10. To give required information to the guest, OCCASIONAL. DUTIES 1. To look after the reflective writing essays the storm king school work of Sr. Receptionist in elsevier with editor Durham University his absence 2. Learn essay writing St. Louis University (INTO)! To see that the luggage is 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 the staff according to their job and responsibilities. These are very important for the security, of the guest belongings and persuasive essay strategies university of massachusetts boston — umass boston, hotel property, and keys are issued out learn essay writing st. louis university (into), at the beginning of a shift, signed for and elsevier with editor Durham University, returned at the end of the shift. The key issue register is maintained for this purpose. All doors of the guest-room in a hotel lock automatically when dosed from outside. This means that the door is double. . Making a Reservation Receptionist: Good morning. elsevier with editor Durham University! Welcome to The burj al arab Hotel. elsevier with editor Durham University! 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. R: How long will you be staying? C: I'll be staying for two nights. elsevier with editor Durham University! R: How many people is the reservation for? C: There will be two of elsevier with editor Durham University us. R: And would you like a room with twin beds or a double bed? C: A double bed, please. elsevier with editor Durham University! 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 elsevier with editor Durham University 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. How to write a good application essay Besant Hill School! Now I'll need your credit card information to reserve the room for elsevier with editor Durham University you. What type of card is it? C: Visa. 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 marathi essay writing kensington park school twenty-fourth of September for how to write an essay about yourself windermere preparatory school 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. . How to write an essay about yourself Windermere Preparatory School!  Front Office Organization Chart ____________________________________ General Manager As a hotel manager duties vary depending on elsevier with editor Durham University, the size and type of hotel, but may include: planning and writing expository essays leysin american school, organizing accommodation, catering and other hotel services; promoting and marketing the business; managing budgets and writing expository essays leysin american school, financial plans as well as controlling expenditure. Assistant Manager Assistant hotel managers are in charge of overseeing all the events, activities and elsevier with editor Durham University, operations in a hotel. elsevier with editor Durham University! 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 elsevier with editor Durham University, workers, set goals and plans to elsevier with editor Durham University, promote and improve the service of their department; and elsevier with editor Durham University, are tasked to give schedules and elsevier with editor Durham University, assignment to how to write an essay about yourself windermere preparatory school, each worker. elsevier with editor Durham University! 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 elsevier with editor Durham University hotel. They assist the hotel manager in ensuring the security of 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 abilities. The Front Office Manager provides many guest services and.