ORIENTATION Front Desk

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HP Hotels
Inc.
H ig h P er f o r ma n c e
ACCOUNTING * CONSULTING * DEVELOPMENT * MANAGEMENT * SALES & MARKETING
Front Desk
Orientation
Training Section
(Insert your Hotle Name Here!)
Front Desk – Orientation Training Schedule
Trainee Name_______________
Begin Date____________
ORIENTATION & GUEST SERVICE SKILLS (2 DAYS)
Completion
Date
Complete Employee orientation according to
hotel/company policy (i.e., benefits, conduct
policy, dress, etc.)
Tour facility / Respond to Questions about
Facilities and Events
Process Guest Mail, Packages, Faxes, etc..
Maintain a Guest Information Directory
Prepare Maps and Provide Directions
Help Guest with Special Requests
Use the Front Desk Telephone Systems
Use the Fax Machine
Use the Photocopy Machine
Use the Front Desk Printers
Use the Front Office Log Book
Follow Guest Privacy and Security Measures
Process Wake-Up calls
Keep the Front Desk Clean and Orderly
Use Pagers, Two-Way Radios, and Public
Address System
Respond to Situations Requiring First Aid
Respond to Emergency Alarms
Employee
Initials
Supervisor
Initials
Front Desk – Orientation Training Schedule
Trainee Name_______________
Begin Date___________
In-House Services & Facilities (Part of 2 Day Orientation
Completion
Date
Be able to give directions to guest
rooms, meeting rooms, and all hotel
facilities.
Be able to quote hours of operation for all hotel
facilities (breakfast, swimming pool, etc.)
Be able to explain policy relating to cashing
checks, credit, and which credit cards are
acceptable
Be able to use the office machines (Fax, copier)
Know guest laundry procedures
Be able to explain all current marketing
programs: AAA, AARP, Wedding Group,
Coupons, Comps
Be able to give directions to area attractions and
points of interest
Be able to explain Fire and Emergency
Procedures, Fire Exits, Fire Alarms (Read
Emergency Procedures Manual)
TELEPHONE, MAIL & MESSAGES
Be able to look up guest names in PMS,
determine whether guest is in-house, reserved or
checked out
Be able to properly record messages on
telephone message forms.
Be able to add a message to a guests reservation
record
Be able to answer, connect, transfer and
terminate phone calls
Be able to “beep” or “page” employees
Be able to complete a maintenance request form.
Be able to accept, record and deliver all wake-up
calls
Be able to print an in-house guest list
Be able to quote room types and rates
Employee
Initials
Supervisor
Initials
Task 2
Respond to Questions about Facilities and Events
STEPS
To complete all steps, you
will need the guest
information directory, daily
and weekly function sheets,
a staff telephone directory,
brochures, menus,
promotional materials, pen,
paper and a map.
1.
2.
3.
Help guests choose
restaurants,
attractions, and
entertainment sites.
Provide directions.
Answer questions
about function times
and locations.
HOW-TO’S

Listen closely to what the guest
wants. Ask questions to clarify if
you are not sure.

When possible, recommend the
restaurants, lounges, services and
other facilities within the property
first.

Refer to the guest information
directory if guests ask for help
selecting local restaurants,
attractions, or entertainment sites.

Ask the concierge for help, if
necessary.

Know whom in your community to
call for more information, and
contact them if necessary.

To help guests make decisions,
show them any brochures, menus,
or other promotional materials you
have.

Write down the names, addresses,
and phone numbers of all places
guests are interested in.

Give clear directions to each place
selected by the guest.

Use a map if necessary. Mark the
routes on the map.

Refer to the daily and weekly
function sheets.
Task Skills
TIPS:
If a guest asks about something that
should be handled by another
department, tell the guest that you
will have someone from that
department call him or her. Do not
tell the guest to call the department.
Call the department and explain the
situation. Everyone is trained to
respond immediately to guest needs
within their area of responsibility. If
possible, check back with the guest to
make sure everything was handled
correctly.
See Task 28: “Prepare Maps and
Provide Directions”
Daily and weekly function sheets state
what groups are meeting at the
property.
Task 3
Process Guest Mail Packages, Telegrams & Faxes
STEPS
To complete all steps, you
will need the incoming mail
logbook, a pen, a time
stamp, envelopes,
reservation records or
registration cards, preregistration envelopes, a
telephone, a scale, delivery
service logbooks, receipts, a
misc. charge voucher, and a
fax machine.
1. Log in all guest mail,
packages, telegrams,
and faxes when they
arrive.
HOW-TO’S

Open the incoming mail logbook to
the correct date.

Write down what arrived (mail,
telegram, package or fax) and the
name of the guest it arrived for.

Stamp the item with the date and
time of arrival.

Place faxes and telegrams in an
envelope for privacy.

If the delivery is a Western Union
telegram, write the Western Union
telephone number on the envelope.
2.
Find out if a guest has
checked in.
Follow these steps to find out if a guest
has checked in:
3.
Process deliveries for
arriving guests.

Write the guest's arrival date on the
outside of each delivery.

Store the delivery in a secure place.

Write down the guest's arrival date
and where the delivery is stored in
the incoming mail logbook.
TIPS:
Many properties use a time stamp to
mark the date and time on deliveries.
This helps answer questions about
how promptly items are delivered.
Most properties have “Fax Mail”
envelopes that can be used to deliver
these items while ensuring privacy.
Arriving guests include those who will
check into the property and those who
will be part of a function held at the
property.
Mail, telegrams, faxes, packages, and
faxes for arriving guests are stored:

Make a note about the delivery on
the guest's reservation record or
registration card in the preregistration envelope.
If a delivery is for a function host or a
guest, make a note that it arrived and
place the delivery in the following place:
Task Skills
Meeting planners and guests will
often ship materials and equipment
for their functions in advance.
Task 3
Process Guest Mail Packages, Telegrams & Faxes (cont’d)
STEPS
4.
Process deliveries for
regiestered guests.
HOW-TO’S

Write the guest's room number on
the outside of each delivery.

Turn on the guest's message light
and enter a voice mail message if
your property uses this message
alert system.

Keep the delivery in a secure place
until the guest picks it up.
TIPS:
AT OUR PROPERTY:
Mail, telegrams, faxes, packages, and
faxes for registered guests are stored:
5.
Process deliveries for
guests who have
already checked out.
Follow these steps to forward mail to
guests who have already checked out:
6.
Deliver urgent mail,
telegrams, faxes, or
packages.

Ask a bell attendant or other
appropriate employee to deliver the
item to the guest right away. Do not
simply turn on the guest's messagewaiting light.

If the guest cannot be reached in the
guestroom, check whether he or she
is part of a function (meeting,
reception, etc.) If so, have the item
delivered to the correct function
room right away.

Write in the incoming mail logbook
the name of the employee who picks
up the item for delivery.

If a guest cannot be found, store the
urgent delivery in a secure place.
Turn on the guest's message light,
and leave a voice mail message if
possible.

If your property mails items for
guests, deliver mail and package to
the mailbox as soon as possible.

Make sure mail goes out daily if
mail is left with you.

If your property does not mail items
for guests, direct guests to a nearby
mailbox.
7.
Help guests mail
items.
Task Skills
Urgent items include those market
“Urgent”, “Priority”, or another
message that means “deliver right
away”.
You should also treat mail and
packages that are sent by priority or
overnight delivery as urgent.
Make sure guests have proper postage
on their mail and packages. If
necessary, tell them where they can
buy stamps.
The closest place for our guests to buy
stamps and mail items is:
Task 3
Process Guest Mail Packages, Telegrams & Faxes (cont’d)
STEPS
8.
9.
10.
Help guests use other
delivery services.
Help guests send
telegrams.
Help guests send
faxes.
HOW-TO’S

Know which package services pick up
at your property.

Know the pick-up deadline for
guaranteed overnite delivery.

Handle packages with extreme care.
Process them for pick-up as quickly as
possible.

Weigh packages and write the
required information in the correct
logbook.

Post the correct charges to the guest's
account.

Give guests receipts for each package.
Receipts should include a trace
number in case the package gets lost.

Prepare a miscellaneous charge
voucher as a back-up document when
charges are passed along to guests.

When a delivery service arrives, check
the logbook to see what packages
should be sent.

The driver will note in the logbook
which packages were picked up,
making it easy to figure out which
packages are still at the property.

Give the guest the telephone number
for the Western Union office in your
area.

If a guest needs more help, call
Western Union for the guest.
Guests can send faxes by:
Task Skills
TIPS:
The package services that pick up
at our property are:
If you delay an overnight delivery,
it could cost the property a repeat
guest.
Each package service has a special
logbook.
When guests use their own account
number for the carrier charges, the
property may only charge for
arranging pickup.
A package may have been dropped
off before you began your shift.
Make sure all packages are turned
over to the driver.
Your property may offer fax
services to guests for a fee. If not,
you will want to know the nearest
place from which guests can send
faxes.
Task 4
Maintain a Guest Information Directory
STEPS
To complete all steps, you
will need the guest
information directory, a
local telephone book,
brochures, maps, and a
computer.
1. Be familiar with the
HOW-TO’S
Guest Information
Directory.


Look at how the information is
organized.

Read the information in the
directory.

Know how to use the directory
to turn quickly to the
information you need.
TIPS:
A guest information directory is
usually a set of file folders or a
three-ring binder with tabs and
three-hole punched paper. Part of
the information may be stored on
computer.
At Your Property
The guest information directory is
kept:
2.
Update and complete the
directory.

Collect brochures, maps, and other
information about local events,
services, attractions, restaurants,
and entertainment sits.

Put them in the directory.

Make sure the directory includes
the following information for each
establishment.


Name and location

Telephone number

Hours of operation

Type of establishment

Approximate cost of taxi fare to
each site

Public transportation available
to the site.
Use your local telephone book to
supply any missing information.
Task Skills
Guest information directories may
have information about the following:














Special events
Art and cultural attractions
Theaters and cinemas
Night clubs and
entertainment
Shopping centers
Restaurants
Lounges and taverns
Recreation and hobby
Activities
Transportation
Medical Services
Personal services
Business services
Churches and synagogues
Maps of the area
For more information, see”Your
Community” in Job Knowledge Front Office Employees section.
Task 5
Prepare Maps and Provide Directions
STEPS
To complete all steps, you
will need a local map, a
highlighter pen, a copy
machine, telephone
numbers, a pen and paper.
1. Get a clear local map.
2.
3.
4.
5.
Keep 25 to 50 copies
of the map.
Mark on copies of the
map the best routes to
popular places.
Provide directions.
Explain to callers how
to enter the front
drive of your property
if it is not obvious.
HOW-TO’S
TIPS:
Plan ahead and practice giving
directions to major points in the city
from the property.

Ask your supervisor if the property
has a local map that shows side
streets.

If not, ask if you may call your local
chamber of commerce, visitor’s
bureau, or a taxi company and have
one sent to the property.

If the map is large, copy the area
around the property and the areas
around popular locations.

You may need to make reduced size
copies to get a large enough area of
the map.

Select several places that guests
usually ask directions to, such as
the airport.

Use a highlighter pen to mark the
best route to one location. For each
place, use a new copy of the map.

Write in the street names and
landmarks as needed.

Write the telephone number of the
highlighted location on each map
copy.
Guests may ask for directions to
places for which you haven’t premarked routes. If so, you don’t want
them to have to wait while you make
more copies.

If guests are at the property, write
down directions when you give
them a map.
You can keep a written set of
directions to hand out with a copy of
the map if guest requests directions.

If guests are trying to reach the
property, suggest that they write
down the directions.

Use “Right”, “Left”, & “Straight”
instead of “North”, “South”, “East”
or “West” to direct guests.

Give street names, but include
landmarks to help out.

If a building besid e or across from
the property is more obvious than
the hotel, use that building as a
reference point.

Tell the caller where to park to
unload & check in, and for longterm parking.
Task Skills
Taxi companies often have detailed
maps of the area.
If you have pre-printed copies in
stock, you may not need to make
copies.

For help, see Task 5: “Use the
Copy Machine.”
Keep several unmarked map copies to
highlight routes when guests ask for
directions.
Explain the simplest route, which may
not necessarily be the shortest.
Task 6
Help Guests With Special Needs
STEPS
To complete all steps, you
will need a telephone.
1. Forward guest
HOW-TO’S

Call other departments for guests
and let the departments know how
they can help your guests.

Do not tell guests to call other
departments (unless a guest has a
question about a lost or found
item). Handle matters for guests
yourself when you can.

At your property
requests to the correct
departments.
TIPS:
For more information, see Job
Knowledge - All Employees, Lost
& Found section.
If guests find or lose something tell
them to contact the following
department or person:
2.
Do not promise to do
something that you
can’t do.
3.
Be positive when
helping guests.

Check back with the guest if
possible to make sure everything
was taken care of to the guest’s
satisfaction.

Smile and tell guests that you’ll do
everything you can to help them

If you can’t do something guests
request, tell them what you can do
instead
Task Skills
Guests are more likely to come to you
with their requests than they are to
anyone else at the property.
For instance, if you are asked to
exchange foreign currency, but your
property cannot do this, tell guests
where they can get the currency
exchanged. Offer to draw a map, and
provide courtesy transportation if
appropriate.
Task 7
Use the Front Desk Telephone System
STEPS
Supplies needed: telephone
console, telephones,
operating manuals,
message pads, and pens.
1.
Handle incoming
calls to the
switchboard.
HOW-TO’S
TIPS:
Remember that the telephone
usually provides the initial
impression of your property.
Answering the phone promptly
and handling all telephone
functions professionally is vital.

Answer calls within three rings.

Make sure that your smile comes
through the phone. Be friendly and
cheerful.

Speak clearly and slowly.

Greet the caller with your
department’s standard greeting.
The goal is to answer the phone on the
first ring.
Smiling will relax your facial muscles,
and you will sound more confident
and friendly.
Learn as much as possible about using
the phones so that you can work with
others as a team to ensure guest
satisfaction.
The Standard Greeting Is:
Good (morning/afternoon).
Thank you for calling the
Hampton Inn Fultondale. This is
Lisa. How may I help you?

Give the caller your complete
attention.

Speak clearly. Avoid using slang or
lodging terms that the caller may
not understand.

Use good grammar.

Do not press the Answer button on
the switchboard before you have
picked up the switch hook.

Do not continue a conversation or
laugh as you pick up the phone.

Ask for the caller’s name so you can
use it as you speak with him or her.

Handling Personal Calls for
Employees:
If you receive a call for an employee,
ring it through to their department.
If you cannot reach anyone in that
department, take a message and
pass it to their Department
Manager.
The goal is to the use the guest’s name
at least three times in each
conversation.
Task 7
Use the Front Desk Telephone System (cont’d)
STEPS
2.
3.
Handling
simultaneous calls
and guests
Place the caller on
hold only when
necessary.
HOW-TO’S

The rule of thumb is to acknowledge
each person as soon as possible.
Acknowledge guests at the counter
with a friendly and polite, “I will be
with you in just a moment.”

Answer each call as soon as
possible. Try to meet the caller’s
need as quickly as you can.

If the caller requires lengthy
assistance and you are the only staff
member available to help, politely
ask the caller for permission to put
them on hold.

Everyone has a responsibility to
ensure that the phone is answered
within 3 rings at all times.

Always mentally listen for the
phone to ring. If someone else is
unable to answer the call within 3
rings, use your property’s Call
Pickup feature to answer ringing
calls from your phone.

Ask for the caller’s permission to
place him or her on hold.
Tell the caller, “Mr./Mrs. _________, May I place you
on hold for just a moment?”
After they answer affirmatively,
say “Thank you.”

Return to the caller as soon as
possible.

If you must put the caller on hold
for more than 30 seconds, make
sure that you go back and give the
caller a progress report.
Say: “Thank you for holding. I will be with you in just
a moment. Would you mind continuing to hold?”

If you anticipate that the caller will
be on hold for a long time, offer to
take their name and number and
call them back.

When you go back to the caller,
Thank the caller for waiting and
repeat your name.
TIPS:
It is challenging to balance the needs
of the guest at the counter and guests
who are calling on the phone.
Priority should be given to customers
who are on the phone simply because
they are not present to see that you
are busy like a customer at the counter
can.
See the next section on placing callers
on hold.
Remember that callers are busy and
are usually calling long distance.
Nothing is more aggravating than to
be put on hold for a long period of
time and forgotten.
Task 8
Use the Fax Machine
STEPS
To complete all steps, you
will need a fax machine, an
operating manual, cover
pages, fax paper and toner.
1. Prepare to send a fax
HOW-TO’S

(facsimile) message.
Prepare a special fax transmission
cover page.
This page should provide:
 The date
 Property’s name, fax number,
phone number & address
 Receiver’s name, fax number &
phone number
 Total page count
 Instructions – What to do if the fax
doesn’t transmit



Find out the smallest page size that
can be used in the fax machine
without jamming it.
Insert the documents in the correct
place on the machine.
TIPS:
A facsimile machine – also called a
Fax machine – electronically reads a
document and uses a telephone line to
send the document’s information to
another fax machine. The receiving
fax machine prints out a “reasonable
facsimile” (a “Fax”) of the document
that was sent.
Most fax machines have a telephone
keypad, a receiver, a place to feed the
documents, a paper supply and a
toner supply.
This hotel provides master Fax Cover
Sheets to send fax transmittals. Use
these when sending a fax. You should
use the latest version, as they are
updated periodically.
The correct way to insert a
document is:
Face Down
Face Up
The feeder can handle _____ pages
at one time.
2.
Send a fax message.





3.
Receive fax messages.
Dial the fax number
You may hear two tones, typically a
dial tone and a beep. When you
hear the 2nd tone, press the “Start”
button on the machine. The pages
should feed automatically.
Watch the fax for misfeeds/jams.
If feeding is interrupted, dial again
and re-feed the document.
After all pages are sent, a “sent”
message will display on the screen.
Call the sender and ask that pages be
sent again if:
 Any page is unreadable
 The number of pages sent does not
match the total on the cover sheet.
Task Skills
If the machines cannot connect, you
will hear a busy signal or the fax
message will show an error code.
Task 9
Use the Photocopy Machine
STEPS
To complete all steps, you
will need a photocopy
machine, an operating
manual, paper, toner,
cleaning cloths, a pen and a
logbook.
1. Ask your supervisor
HOW-TO’S

2.

or trainer how to use
the copy machine
controls.
Prepare the copy
machine for use.



3.
Make copies.




Learn how to use these features of
the control panel:
 On/Off switch
 Resizing a copy
 One-sided or two-sided copies
 Paper size & orientation
 Darken / lighten
 Paper thickness (standard size
is 20 lb.)
 Staple (if applicable)
 Collate (if applicable)
Make sure the machine is always
on, unless your machine has a rapid
warm-up feature.
Make sure paper is available for
each size of tray used in the
machine.
Add toner if needed. Clear any
paper jams.
Restock paper and toner supplies
when they are low, or notify your
supervisor.
Open the copier cover to find out
which direction to set the paper.
Position paper on the glass & close
the cover.
If the copier has an auto-feed tray,
Put the documents in it according to
copier directions.
Press “start” or “copy” if needed.
TIPS:
Some copy machines take as long as
20 minutes to warm up.
Most copiers have paper trays for
8 ½” x 11” paper, 8 ½” x 14” paper,
and 11” x 17” paper.
Paper and toner for the copier are
usually stored near or under the
machine.
You may need to post in a logbook the
number of copies made. If so, list the
number of usable and unusable copies.
You may need to make copies for
guests as requested.
We charge guests _______ per copy.
We do not charge guests for copies.
4.
Clean up after using
the machine.
Remove paper clips, bad copies, and
extra paper.
Follow hotel recycling procedures.
For more information, see “Recycling
Procedures” in Knowledge for all
Employees .
5.
Handle problems.
If copy is turned the wrong way or is
wrong size paper, reposition or resize.
Adjust light/dark switch if needed.
If copy has streaks or spots, clean the
copier glass with a damp, then dry cloth.
If problems persist, tell your supervisor.
Your supervisor may need to call the
maintenance company to fix the
copier if the previous steps did not
correct the problem.
Task Skills
Task 10
Use the Front Desk Printers
STEPS
To complete all steps, you
will need printers,
computer paper and forms,
an operator’s manual,
toner, and a ribbon or ink
cartridge.
1. Turn on the front desk

printers.
2.
Load continuous-feed
paper into printers.



3.
Load single-sheet paper
into printers.



4.
Print documents.




HOW-TO’S
TIPS:
Follow these steps to turn on the
printers:
A computer may be connected to more
than one printer. This makes it
possible to load one printer with guest
folios and anaother printer with plain
paper for printing reports and other
items.
Line up the holes along the sides of
the paper with the notches on the
printer’s tractor-feed gear.
Ask your supervisor or trainer to
show you how to load and advance
the paper so the printing begins on
the correct line.
Make sure nothing gets in the way
as the paper feeds.
Pull out the printer’s paper tray.
Hold a stack of paper in one hand
and use your thumb to “fan” the
paper edges. This separates the
sheets and reduces jamming.
Fill the tray without overfilling.
Make sure the paper lies flat in the
tray.
Replace the filled tray.
Make sure the printer is turned on,
loaded with paper, and ready to
print.
Select the “print” command on the
computer screen. If necessary,
select a printer.
Make sure the paper feeds smoothly
and that the printing lines up
correctly.
For more information, see “Front Desk
Printers” in Knowledge for Front Desk
Employees.
Continuous-feed paper has perforated
strips with holes along the sides. These
are called “feed strips.”
Laser printers have a paper tray and
use single-sheet paper instead of
continuous-feed paper.
Task 10
Task 11
Use the Front Desk Printers
STEPS
HOW-TO’S
TIPS:
Follow these steps to clear paper jams:
5.
Handle print quality
problems.





When the printing stops, tear the
paper at the perforation, if
necessary.
If you are using continuous-feed
paper, adjust the next page as
needed so that the printer is ready
for the next task.
If the type is light, check to see
whether the printer needs more
toner (or a new ribbon or inkjet
cartridge).
Refill toner or replace ribbons or
cartridge according to your
supervisor’s instructions.
Report any problems you can’t
correct to your supervisor.
Task Skills
Feed strips and individual pages
usually are perforated for easy
removal.
Task 12
Use the Front Office Logbook
STEPS
To complete all steps, you
will need the front office
logbook and a pen, or a
computer.
1. Review and initial the
HOW-TO’S

front office logbook.



2.
At the beginning of your shift, read
the front office logbook entries
made since your last shift.
Carefully read the entries about
guest complaints, current activities,
and any situations that require
follow-up.
When you’ve read the entries, sign
or type your initials next to the last
entry.
If an entry requires action, take care
of the task as soon as possible.
When it is completed, write or type
“Done” & your initials next to the
entry.
TIPS:
The front office keeps a logbook so
that employees are aware of
important events and decisions that
happened during previous shifts.
Logbooks are also legal documents
used in investigations.
Some computer systems provide a
computerized logbook for recording
and communicating events.
Other logbooks are often kept in a
three-ring binder.
 If you are using a manual logbook,
Make new entries in
use a pen to neatly write
the logbook as needed.
information.

If using a computerized logbook,
type in the information.

Note guest problems, requests, and
complaints; unusual events; & any
other things that your supervisor
and other employees may need to
know about.

Include the date, time, and a
description of what happened,
when, and why.

If you make a mistake in a manual
logbook, don’t erase it. Draw a line
through it and make a new, correct
entry.

Write or type your initials next to
each entry you make in the logbook.
Task Skills
Unusual events include:
 Guests with reservations who
have to be relocated
 Intoxicated guests who make a
disturbance
 Suspicious people on the property
 Guests who dispute a room charge
 Guests who report lost or
damaged items
Your logbook entries could be used in
a court of law to document an event.
Follow Guest Privacy and Security Measures
TASK
Section 13
STEPS
To complete all steps, you
will need the front office
logbook and a pen.
1. Do not give room
HOW-TO’S

You must never tell a guest's room
number to anyone except the
registered guest or another staff
member.

Do not tell room numbers to
spouses or business associates
unless they are also registered to
the room.

In each case, politely say that you
will be glad to call the guest's room.

Do not give out information such
as:
numbers to
unauthorized people.
2.
3.
4.
Protect all guest
information.

How many people are
registered to a room

Whether a guest was registered
during specific dates

Guest’s home address or
telephone number, or any other
personal information.
If a guest reports a
suspicious person, or
if you see a suspicious
person, notify security
or the Manager on
Duty Right away.


Give only the facts; leave out your
feelings and opinions.
Make an entry in the
front office logbook
when you see a
suspicious person.

After you’ve reported it, write what
happened as soon as possible.

Note the exact day and time of the
incident. Identify the people
involved.

Write down where the suspicious
person was seen and why they
seemed suspicious.

Re-read the logbook entry to make
sure it tells exactly what happened.

Sign and date the entry.
Tell the appropriate person:

Where and when you or a guest
saw the suspicious person

What the person was doing that
made him or seem suspicious
TIPS:
Guests are entitled to privacy and
security when they stay at the
property.

If an unauthorized person insists
on knowing a room number, call
your supervisor or manager. Or
get the guest's permission to give
out the room number.
If you think someone is suspicious, it’s
best to have someone check things out.
A suspicious person is anyone – an
employee, visitor, or guest – who
gives you the feeling that something
might be wrong.
See Task 7: “Use the Front Office
Logbook”
Task 14
STEPS
To complete all steps, you
will need a guest call sheet,
pen, telephone, and the
automated wake-up call
system.
1. Take and record wake-
Process Wake-Up Calls
HOW-TO’S

up call requests.

2.
3.
4.
Input wake-up calls
into an automated
system, unless the
guest is a VIP.
Make manual wake-up
calls.
Keep track of manual
wake-up calls.

Immediately write the following in
the guest call sheet:

The day & date the call will be
made

Guest’s name & room number
and exact time of wake-up call.
Repeat the information back to the
guest.
At your property
Follow these steps to input wake-up
calls:

Dial the guestroom and let the
phone ring several times.

When the guest answers, say
something like, “Good Morning, Mr.
Doe, it’s 6:30. This is your wake-up
call.”

Let the guest hang up first.

If the guest requests a 2nd call later
in the day, record the time of the
new call, and make the call again
later.

As you make manual wake-up calls,
mark off the guest’s name & room
number on the call sheet.

Sign your initials next to each
guest's name after you call the
guest.
TIPS:
Wake-up calls are very important. If
a guest does not receive a wake-up
call and oversleeps, you can be sure it
will lead to a formal complaint
Do not write wake-up calls on a scrap
piece of paper. It could be easily
misplaced.
At a property with an automated
system, the machine will make the
wake-up calls for everyone except VIP
guests.
Personally call all VIP’s who request
wake-up calls.
Some guests are deep sleepers. Allow
enough time for the guest to wake up
and answer the phone.
You may wish to tell the guest what
the outside weather is like.
Organize the Front Desk & Prepare for Check-Ins
STEPS
To complete all steps, you
will need a cash bank, a VIP
list, a cleaning cloth, and
front desk supplies (forms,
pens, printer paper, etc.)
1. Keep your work
station and the entire
front desk area tidy.
HOW-TO’S




2.
Make sure you have
enough cash for your
duties.

Look at the front of the desk to see
how it looks from the guest’s point
of view.
File papers and put other items in
their correct places.
Wipe smudges with a damp cloth.
See Task 47: “Keep the Front Desk
Clean and Orderly”
TIPS:
Good organization at the front desk is
important. If the front desk looks
sloppy or unorganized, the guest will
see you – and the entire hotel – as
unorganized.
See Task 43: “Pick up, Use, and
Turn in Your Cash Bank”
Follow these steps to get a cash bank:
3.
Check the day’s room
counts.
Follow these steps to count the day’s
check-ins and check-outs:
Follow these steps to count the number
of vacant-clean rooms:


4.
Review the VIP list.


Check to see if there is a lot of one
room type available. If so, suggest
these rooms to guests.
If one room type is oversold, try
these methods to avoid problems
1. Suggest a room with a king-size
bed to a single guest when you
are oversold on double-doubles
2. Ask your supervisor if you may
upgrade some guests’ rooms
Make sure that VIP rooms are ready
by the correct time.
Tell the housekeeping staff, the
concierge & the room service dept.
which rooms VIP guests will stay in.
Task Skills
Task 14
For more information, see “Guestroom
Types” in Knowledge for All Front
Office Employees.
These methods will be most effective if
you start using them before a room
type is sold out.
Sales representatives, the general
manager, and other managers will
decide which guests are VIP (Very
Important Persons)
Organize the Front Desk & Prepare for Check-Ins (cont’d)
STEPS
5.
Check supplies and
forms.
HOW-TO’S


Check all printers, and refill these
forms or papers as needed:
- Guest folios
- Registration Cards
- Report Paper
Make sure you are fully stocked with
the following items:
- Stapler (filled) & staples
- Pens
- Credit Card Vouchers
- Paper clips
- Posting vouchers
- Scratch paper
- Message pads
- Registration cards
- Guest folios
- Reservation records
- Posting vouchers
- Parking vouchers
- Promotional material
- Brochures and maps
- Frequent flyer logs
- First aid Kit
- Sundries
- Computer paper
- Tape
- Scissors
- Room keys (card keys)
Task Skills
Task 15
TIPS:
A “folio” is a statement of all
transactions affecting the balance of a
guest’s account.
Use Pagers, Radios, and Public Address Systems
STEPS
To complete all steps, you
will need a pen, pagers,
two-way radios, and the
public address system.
1. Contact guests and
HOW-TO’S

Use the telephone number to call
the pager number. Follow the
instructions you receive when you
reach the pager.

If the pager doesn’t give you
instructions, you probably need to
dial a telephone number where you
can be reached. Enter the number,
followed by the # sign.
employees on their
pagers.
TIPS:
Pagers may also be called “beepers”
They are assigned a telephone number
(pager number).
A guest may leave a pager number
with you.
Some pagers will allow you to leave a
voice message. Others will only let you
dial a number where you can be
reached.

2.
Communicate using
the base station or
portable unit of a twoway radio.

If you are responsible for
maintaining the radios, make sure
the rechargeable batteries are kept
fully charged.

Hold down the “transmit/send”
button when speaking. Release the
button when receiving a response.

For the best reception, adjust the
“squelch” button until it squeals,
then reduce it just enough to stop
the squealing.

Turn the “volume” switch to the
desired level.

Speak clearly. Do not yell into your
radio. Adjust it for clear reception,
or instruct the other party to move
into an open area.
Task Skills
At your property
The following employees wear
pagers:
It is important that you keep radios in
good condition so they will work in an
emergency.
If you do not release the
“transmit/send” button, you cannot
hear the response of the other party.
Professionalism is important. You
never know who will hear your
message when talking on a portable
unit or base station.
3.
Communicate using a
public
address system.
Task
16

Find out if announcements can be
made in selected areas of the
property or if the system covers all
public spaces at once.

If possible, avoid interrupting
guests by limiting the areas reached
by the announcement.

Organize your announcements
before making them.

Speak clearly using good grammar
and diction. Pronounce names
correctly. If you are unsure of any
pronunciations, ask someone for the
correct pronunciations.

At your property
Follow these steps to use the public
address system:

Give each announcement once. If
the announcement requires a
response, wait three to five minutes
then repeat the announcement, if
necessary.

If you are asked to reach an
individual and there is no response,
inform the person who made the
request.
Task Skills
At some properties, public address
systems are used only in emergencies,
such as an evacuation.
At other properties, public address
systems are used for finding guests
and for making general
announcements.

At your property
The public address system is used
under the following circumstances:
Respond to Situations Requiring First Aid
STEPS
To complete all steps, you
will need a telephone and a
first aid kit.
1.
Call a person trained
in first aid to handle
the emergency.
HOW-TO’S
 At your property
Call the following department at the
number listed whenever someone
needs first aid:
TIPS:
Only people who have been properly
trained should give first aid
procedures such as cardiopulmonary
resuscitation (CPR) or the Heimlich
maneuver.
Trying to perform first aid procedures
without training can do more harm
than good.
2.
Help the injured
person while waiting
for help to arrive.
3.
Give details of the
situation when
medical hellp arrives.
4.
Help treat minor
injuries.

Tell the person that help will arrive
soon.

Keep the person calm by:

Speaking quietly

Showing you care by the tone of
your voice.

Treating him or her with
respect.

Keep other people away from the
injured person.

Stay with the person until medical
help arrives.

Find out what happened to the
injured person if possible.

Report possible hazards to a
supervisor or other appropriate
employee.

Call a person trained in first aid.

Place burned skin that is reddened
but not broken (first degree burn)
under cold water for at least five
minutes.

Wait for help before doing anything
for more serious burns.

Rinse minor cuts with water, then
cover with a dry, sterile dressing.
Check with a health care
professional to see if additional care
is needed.
Task Skills
Do Not discuss insurance coverage or
who is at fault.
Minor injuries may include firstdegree burns and small cuts.
You should always call a person
trained in first aid as soon as possible.
 At your property
First Aid kits are located in the
following areas:
Task 17
Respond to Emergency Alarms
STEPS
To complete all steps, you
will need an Emergency
Procedures Manual, a
telephone, and a two-way
radio.
1. Ask your supervisor to
HOW-TO’S
The PBX station (switchboard) is
typically a property’s control center
during all emergency situations. You
may be asked to help during
emergencies.
The more you know, the more
prepared you will be to handle
emergencies. See Job Knowledge –
All Employees, Emergency
Situations section.
review your property’s
emergency
procedures with you.
2.
Remain calm during
emergencies.
3.
Reassure guests.
4.
5.
6.

If guests call about an alarm they
hear, tell them the situation is
under control and is being checked
out.

Tell guests to remain in their
guestroom or function room for the
next 10 minutes and to stay off the
telephone. Tell them they will be
contacted if there is any danger.
You may hear fire, smoke, tornado,
earthquake, or other alarms.
Make sure the PBX
operator, security
manager and Manager
on Duty are aware of
any alarms you hear.
Stand by for
instructions.
If asked, call 911 or
your local emergency
number:
TIPS:
Be sure to cooperate fully with
managers, police, firefighters, and
other officials.

Report the following information:

Your name and job title

The name of your property

Your property address

The type of emergency
Task Skills
Task 17
Respond to Emergency Alarms (cont’d)
STEPS
HOW-TO’S
TIPS:
7.
If asked, use a twoway radio to alert
managers, security
officers, police,
firefighters or other
officials.


See Task 55: “Use Pagers, Two-Way
Radios, and Public Address
Systems”
At your property
Use the following codes to alert
officials to these emergencies:
8.
Help evacuate the
building if necessary.

Fire:

Bomb Threat:

Weather Emergencies:

Power Failure:

Other:

Contact guests and employees by
telephone or in person as
instructed by a PBX operator or
manager.

When alerting guests and
employees, give a message such as:
“This is (your name), a property
employee. We are evacuating the
property. Stay calm. The nearest
emergency exit is (give location).
Please do not use the elevator.
Leave personal belongings behind.
Take your room key and close the
door as you leave.
Sometimes the safest way to
communicate is by two-way radio.
Emergency codes are numbers that
identify the type of emergency your
property is facing.
When you communicate using a twoway radio, your conversation can be
picked up by anyone who is tuned to
your channel. Codes are used so that
people who overhear your message
won’t panic.
Avoid any discussions. If people ask
for details, just say that you have to
contact many guests and you don’t
have time to talk.
Time is very important once an
evacuation has been ordered.
Come to the lobby (or other
designated area). You must act
quickly. Do you understand?”

At your property
Follow these steps to handle
guests who say they won’t
leave:
Task Skills
Task 17
Respond to Emergency Alarms (cont’d)
STEPS
HOW-TO’S
TIPS:
Follow these steps to help guests
with disabilities evacuate the
building
9.
10.
11.
When you are told to
evacuate, proceed to
the designated area
so you can be
counted.
Do not return to the
building for any
reason unless you are
told to do so by the
fire department or
manager on duty.
Refer all questions
from media
representatives or
law enforcement
officers to the general
manager or manager
on duty.
Task Skills
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