Introduction

WORKING TOGETHER

The Front Office staff must continually work together as a team to establish the property as
more “service distinctive” than its competitors. This is both within the department and
throughout the property. To this end, the Front Office staff must maintain the following goals:

 Command a good working knowledge of the rates, size, layout, bed types, and special
features of all guestrooms and suites.
 Command a good working knowledge of all special rates and packages, including the
pertinent requirements, restrictions, special arrangements, and services/amenities.
 Be familiar with all the daily printouts generated by the Front Office.
 Be aware of and familiar with all VIPs, meetings, functions, conventions, and special
promotions at the property.
 Keep abreast of the daily occupancy, arrivals/departures, and the weekly and monthly
forecasts.
 Review all posted daily memos and special information (initial, when applicable).
 Be familiar with all groups currently in-house, their billing information, and their
special requirements, if any.
 Be able to identify operations committee members, department heads, sales and
convention services managers, and senior corporate officers and owners.
 Be familiar with all the departments of the property, their functions and policies.
 Acquire and maintain in-depth knowledge of the property services/facilities and major
attractions in the area.
 Learn and practice proper telephone procedures regarding how to answer phones,
place calls, or transfer calls.
 Be familiar with standard procedures for setting up the house.
 Possess knowledge of credit policies, such as credit card floor limits and approvals,
personal check procedures, cash advances, voucher acceptance, and special billing.
 Be familiar with the standard procedures for handling all guest mail/messages/
packages, as well as pick-ups and distribution from the central mail location to the
Front Office.
 Be familiar with standard procedures for safe deposit boxes and in-room safes.
 Assume any additional responsibilities as assigned by the Assistant Manager or the
Rooms Director.
 Maintain a positive attitude at all times.

TAKING OWNERSHIP

It is vital that employees assume ownership of their responsibilities and conduct for optimal
guest satisfaction.

Guest Services
 All phones are answered in 3 rings or less, using proper etiquette and with a “smile.”
 All guests are acknowledged and approached as quickly as possible.
 All guests are welcomed and greeted in a courteous manner, and satisfactory
responses are given to all guest questions.
  All complaints are responded to or immediately reported to the appropriate Manager.

Personal Conduct
 The employee handbook is read and all policies are followed.
 Uniforms are clean and worn with the appropriate shirts, shoes, and nametags.
 Appearance and hygiene are adhered too as outlined in the employee handbook.
 Employees are in uniform and at their workstation at the beginning of their scheduled
shifts.
 Time and attendance procedures are followed.
 Oasis Residential Resorts policies and procedures are understood and followed.
 Schedule requests are submitted at least 10 days in advance for consideration.
 The Attendant’s cash bank is properly maintained and handled.

The following is a list of tasks a Front Office Receptionist must master:

1. Property knowledge/tour
a) Hotel departments
b) Front Desk/back office
c) Guestrooms and suites
d) Executive/Sales/Accounting offices
e) Food and beverage outlets
f) Ballrooms and meeting rooms
g) Business Center/retail space
h) Hours of operations
i) Rooms terms and definitions
j) Food and beverage terms and definitions

2. Front Office guest relations standards

a) Oasis Residential Resorts Style—guest interaction
b) Telephone courtesy
c) Conversing with the guest
d) Resolving verbal complaints
e) Guest compliments
f) Guest requests
g) Guest critiques and comment forms
h) Guest Satisfaction Index survey

3. Safety and security

a) Guestroom access
b) Safety deposit box procedures
c) Lost and found procedures
d) Emergency procedures
4. Registration of the guest
a) Registration cards
b) Registration with a credit card
c) Registration with cash/check
d) Registration of guests—walk-in (no reservation)
e) Registration of guests—pre-reg./VIP guests
f) Registration of guests—share-with/joiner
g) Registration of guests—billing instructions
h) Registration of guests—room not ready
i) Registration of guests—FIT vouchers
j) Registration of guests—day use/early and late arrivals
k) Registration of guests on tours
l) Registration of guests in suites
m) Canceling a reservation
n) Guest history/recognition
o) Key card system
p) Confidential listing
q) Walking/relocation

5. Guest account administration

a) Room changes
b) Rate changes
c) Extensions
d) Early departure fee procedures
e) Requests for late checkout
f) Posting charges
g) Foreign currency conversion

6. Mail and information

a) Guest mail
b) Express, registered mail, and packages
c) Guest messages
d) Flags, comments, and traces
e) Guest confidentiality and room numbers
f) Handing out keys
g) Facsimiles
h) Guest locators
i) Flower, package, and gift deliveries

7. Guest departure and checkout

a) Departure message
b) Checkout with a credit card
c) Checkout with direct bill
d) Checkout with cash/check
e) Checkout with FIT vouchers
f) Mileage points
 g) Video/audio checkout
h) Folio tear-off option
i) Door hangers
j) Express checkout
k) Disputed rates and charges

8. Computer down procedures

a) Telephone department
b) Front Desk registration
c) Front Desk cashiering
d) Departmental organization
e) Input information after system is restored
f) Downtime survival kit

9. Cash and bank handling

a) Cash bank issuance and return
b) Banking out
c) Over/short procedures
d) Posting over/short
e) General Cashier
f) Cashing checks
g) Advance deposits

10. Miscellaneous Front Office services and responsibilities

a) Setting up the house
b) Stamps and photocopies
c) Lost credit cards, lost and found
d) Guaranteed “no show billing”
e) Clearing the “checkout with balance” report
f) Out-of-order and off-market rooms
g) Clearing expected departures (EDs)
h) Front Office/Housekeeping discrepancy reports
i) Special Services report
j) Lending equipment

11. Rapid Response

a) Rapid Response process
b) Rapid Response benefits
c) Rapid Response technology/software
d) Rapid Response defect tracking and analysis
 SECTION 1

Why I Need to Know This

Think of the hotel as a baseball team with each department playing a different position. The
Front Desk is the pitcher, the restaurants are in the outfield, Housekeeping is on first,
Engineering is on second, Reservations on third, and Express Service is catching. Like a
baseball team with its individual players, a hotel needs TEAMWORK to run smoothly. Guests
rely on all departments during their stay: Reservations to book their room, the Front Desk to
check them in, Express Service to answer the telephone, the restaurants for meals, and
Engineering to make sure the everything is in working order. One department alone cannot
take care of the guest’s entire stay.

Hotel Departments

Accounting
Handles all bookkeeping and accounts receivable tasks in the hotel. Handles past charge
disputes and group billings, and approves direct billing requests.

Audio/Visual
Responsible for handling the audio/visual needs that guests might have, such as VCR rentals,
slide projectors, and overhead projectors.

Bell Stand
Takes care of guests’ needs for luggage handling, transportation, message deliveries, room
deliveries, and overall information concerning the hotel and outlets.

Catering
Responsible for all banquet functions held in the hotel. Catering distributes the Daily Event
Sheet, listing all functions and meetings each day.

Concierge
Handles all guests needs, such as general information, restaurant recommendations, special
events in the area, movies, shows, concerts, etc. Also runs the lounge on the Club floor.

Convention Services
In larger, convention hotels, this department is responsible for handling groups that are first
booked and confirmed by Sales. They coordinate the groups’ needs with other departments.
Convention Services puts together a résumé about the group that details all of the pertinent
information about the group.

Culinary
Handles all food production. Responsible for preparing food for the restaurants, room service,
and catering functions.

Engineering
Responsible for the upkeep of the building grounds, fixtures, and equipment. Also performs
preventive maintenance to keep the building in top shape.

Executive Committee
The team of senior managers responsible for making the major decisions at the property,
providing leadership support, and achieving corporate and property goals. The Executive
Committee is usually made up of the General Manager, Resident Manager, Director of
Marketing, Director of Human Resources, Director of Food and Beverage, Controller, and
Director of Engineering. Some hotels may combine the Resident Manager and Director of Food
and Beverage positions into a Director of Operations.

Front Desk
Handles check-in and checkout, check cashing, guest billing, messages, complaints, guest
mail, questions, special requests, and blocking rooms. The Front Desk works with
Reservations regarding group information and selling strategies.

Housekeeping
Handles guestroom cleaning and the operation of the laundry and recreation areas. Items
such as irons, soap, towels, cribs, rollaway beds, blankets, refrigerators, etc. are available
from Housekeeping.

Human Resources
Responsible for employee relations, payroll, and benefits.

Recreation
Responsible for the recreation areas of the hotel, such as the pool and health club. At resort
properties, golf, tennis, and other activities may be under the control of this department.

Reservations
Handles all incoming reservations for the hotel. Works with the Sales Department and Front
Desk on a daily basis. Prepares the weekly forecast for the hotel.

Sales and Marketing

Responsible for bringing group and transient business into the hotel. Sales and Marketing
puts together cover sheets for each group that lists the key information such as rate, market
code, group contact, billing instructions, and guest list.

Security
Responsible for the safety of the hotel and for patrolling hotel grounds, loss prevention, and
hotel and employee safety. Responds to emergencies and accidents and monitors the
employee’s entrance. Security also is responsible for guestroom locks.

The Telephone Department

The telephone operators of the hotel. Handles incoming calls and routes calls to the
appropriate room or department. The Telephone Department works with Security in alerting
the proper people during an emergency.
 PROPERTY KNOWLEDGE

Training Task Record

Name: Department:
Position: Day 1/Date:
Trainer: Quiz Score:

Please fill in the date and initial each activity as it is completed. Have your Supervisor sign
the form when you have completed the training.

Training Activities and Date Comments Super Employee

Tasks Complete Initials Initials
Hotel Departments

Tour Front Desk/Back Office

Area
Tour Guestrooms and Suites
Tour Executive/Sales
/Accounting Offices
Tour Food and Beverage
Outlets
Tour Ballrooms and Meeting
Rooms
Business Center/ Retail Space
Front Office Service Standards

Hours of Operations

Rooms Terms and Definitions

Food and Beverage Terms and
Definitions