Showing Page:
1/11
Student name:
Student ID:
Course: Supervising International Hotel Front Office Operations
Lecturer:
Showing Page:
2/11
2
EXECUTIVE SUMMARY
Front Office plays an essential role and is the focal point of any hotel establishments. In
which Guest Service Agents (GSAs) are the direct personnel to make interaction with the guests.
This report illustrates how a Front Office Supervisor in 203 Grand Hotel in Adelaide clearly
explains to his/ her new GSAs the importance of their jobs as well as other roles in the department.
This paper provides newcomers with the insights of GSAs’ duties, skills and rules for them to
follow when handling complaints or receiving and issuing funds. An explicit service recovery
plan and night audit function will also be provided.
Showing Page:
3/11
3
TABLE OF CONTENTS
WELCOME ABROAD 4
THE BEST GUEST SERVICE AGENT IS HERE 5
1. The importance of Front Office in relation to the hotel as a whole 5
2. Guest Service Agent’s roles and skills 5
3. The importance of a great first impression & how and when a GSA can do this 6
4. The importance of service recovery and steps you can take in Front Office to help manage complaints 7
5. SOPs for cashiering, foreign currency exchange, cash float & petty cash 8
6. Night audit & how and why it is run 8
GET THE BALL ROLLING 9
REFERENCE 10
Showing Page:
4/11
4
WELCOME ABROAD
Welcome to the dynamic team of 203 Grand Hotel! We are thrilled and ready to make this
place a second home to you and we are certain that your knowledge and expertise will be an
invaluable addition to the team. In order for us to accomplish all the missions successfully, please
allow me to show you our team members following by standard operating procedures from
interacting with the guests and handling complaints to cashiering and night auditing.
Here is the organization chart of our team:
We totally understand that as new Guest Service Agents you may encounter some
difficulties along the way. Do not panick under any circumstances. You are more than welcome
to ask questions to anyone in the team so that our tasks harmonize together to deliver the best
service and create the most enjoyable experience for our honored guests.
“Alone we can do so little, together we can do so much” – Helen Keller
(Helen Keller Quote, n.d.)
Front Office
Manager
Assistant Front
Office Manager
Guest Relation
Manager
Guest Relation
Agent
Duty Manager
Front Office
Supervisor
Bell Captain
Bellman
Senior Guest
Service Agent
Guest Service
Agent
Reservation
Reservation
Supervior
Reservation
Agent
Night Auditor
Senior Cashier
Cashier
Showing Page:
5/11
5
THE BEST GUEST SERVICE AGENT IS HERE
1. The importance of Front Office in relation to the hotel as a whole:
Front Office is the face of any hotel or hospitality establishment and the reason why it is
called as such is because front office is the first and the last interaction point throughout the
guests’ entire journey (Front Office Operations, 2017). The most important element in the
success of front office is effective communication links that are built between front office and
guests as well as with other departments. Therefore, guests’ questions will be answered,
requirements will be met by directing them to the correct personnel (Front Office
Management, n.d.).
At 203 Grand Hotel, responsibilities performed in Front Office department consist of guest
registration, guest service, guest record, room status updating, reservation, parcel sending &
receiving, telephone and foreign currency exchange (Front Office Department, n.d.). In order
to execute them perfectly, all staff members in the department need to understand guest cycle
including pre-arrival, arrival, occupancy and departure (Front Office Management, n.d.). We
are here to provide you all the information needed for your job, and we hold a firm belief that
once you get familiar with it plus your solid hospitality foundation and experience, you will
bring satisfaction to our guests.
2. Guest Service Agent’s roles and skills:
As any other divisions at 203 Grand Hotel, our Front Office department is highly
appreciated and as part of the team, Guest Service Agents (GSAs) play a vital role in making
distinct first impression and liaise closely with the guests and other hotel workers. Being a
GSA may not be as easy as it sounds because this job requires both physical and mental
strength in which a smile and a desire to provide people with exceptional service are the top
two priorities. On the other hand, as the focal point of the establishment, GSAs seize the
opportunity to widen their network and improve interpersonal skills. You can find below your
job duties and skills requirements as Guest Service Agents of 203 Grand Hotel.
Before getting to them, we suggest you familiarize yourself with all hotel facilities and
outlets so that you could answer guests’ questions regarding these promptly and precisely.
There are 230 rooms at 203 Grand Hotel categorized into 100 standard rooms, 100 deluxe
rooms, 29 suites and 1 penthouse. In terms of Food & Beverage, we have two restaurants in
Showing Page:
6/11
6
operation serving both fine dining and casual bistro and one top-rated cocktail bar. There are
also conference rooms which are primarily utilized for meetings, weddings or other special
celebrations thanks to their iconic view over the river and parklands. Our customer
demographics are mainly business guests during weekdays and leisure travelers at the
weekends.
As Guest Service Agent at 203 Grand Hotel, your job responsibilities are as follows
(Hilton Job Search, n.d.):
Demonstrate check-ins and check-outs in a friendly and professional manner.
Register guests, walk-ins, assign rooms, issue room keys.
Optimize up-selling techniques in a courteous manner to maximize hotel revenue
in the knowledge of ongoing rates or promotions.
Answer all phone calls and provide accurate information.
Monitor all requests and share them with co-workers and senior managers.
Perform accurate payment procedures with cash, credit card and foreign currencies
in the knowledge of current conversion rates.
Smile and have fun!
In addition, we expect you to demonstrate both hard and soft skills in a consistent and
efficient manner including:
Proficiency in OPERA and Microsoft Office.
Ability to speak another foreign language(s).
Proper grooming standards.
A team player and an independent worker.
Positive attitude while multi-tasking and excellent communication skills.
3. The importance of a great first impression & how and when a GSA can do this:
“You never get a second chance to make a good first impression” (Forbes Quotes, n.d.) is
the motto for GSAs at 203 Grand Hotel because they are the ones who greet and form initial
impression with the guests. First impressions can be made upon check-in or via phone calls
and the way GSAs approach the guests will have a major impact on their stay, experience and
perception of our hotel.
There are several standards at 203 Grand Hotel to create a distinct first impression
(Himmel, 2019):
Showing Page:
7/11
7
Address the customers by name. Once you receive their passports, start a
personalized check-in service by using their names from then on.
Make eye contact to show your attention and enthusiasm.
Make positive body language such as a firm handshake or a relaxed facial
expression.
Groom properly with clean uniform and name badge.
4. The importance of service recovery and steps you can take in Front Office to help
manage complaints:
Failure to deliver service is inevitable in hospitality industry because guests are from all
over the world with different needs and service styles. As a result, hotels will experience a
decrease in room reservation and word-of-mouth spread of poor reputation. Service recovery
is defined when service provider seeks solution and takes action in order to resolve customers’
complaints (Mandina & Kurwiravamwe, 2016). It is believed that the quicker the firm
responds to a negative experience, the quicker the recovery is for both the customers and the
firm itself (The Importance of Service, n.d.).
Our hotel is located in Adelaide where visitors are diverse in nationalities and stay in our
hotel for different purposes such as business or leisure. Each customer market will require
different approach and our job is to learn from every service dissatisfaction in the past and
perform better service every day. These are some rules that any staff members of Front Office
can apply while handling guests’ complaints:
Stay calm and maintain a positive attitude.
Stop the tasks you are working on & show your attention.
Listen actively and show sympathy.
Address the guests with names.
Apologize for the inconvenience.
Never argue with the guests.
Offer several solutions.
Ask your supervisors and managers for other solutions.
Follow up during and after the complaint is resolved.
Showing Page:
8/11
8
As long as Front Office personnel are sincere and pay attention to the guests, we can
always turn the situation around to even exceed their expectations, gain customer loyalty and
build up our hotel reputation.
5. SOPs for cashiering, foreign currency exchange, cash float & petty cash:
Cashiering in Front Office must be clearly posted and transparent with cash flows or
correct credit card information. Safe Money must be counted three times a day when
opening, changing and closing shifts and recorded in the Safe Log Book. If you are closing
the shift, make sure the guests’ accounts are balanced and then send cash in both AUD
and foreign currencies safely in the cash box, preferably having your supervisor or co-
worker witness (Front Office Procedures, n.d.).
When guests come to Front Office for foreign currency exchange, offer them the ongoing
exchange rate and ask how much they want to convert. When the guests agree with the
amount converted, collect the sufficient sum of money from them and check if the
banknotes are genuine. Enter all the correct information on the hotel PMS, print the receipt
and ask for the guests’ signature on two receipts and hand them the local currency (SOP
for Handling Foreign Currency Exchange / Travellers Cheque, 2019).
As a GSA, you need to differentiate cash float and petty cash and under which
circumstances which option will be used. Cash float is a fixed amount of money placed in
Front Office to serve the purpose of foreign currency exchange or change for cash
transactions. Each GSA need to count the correct amount of cash float at the beginning of
his/ her shift (Check Out Procedure, n.d.). On the other hand, petty cash is made when you
need to pay for outside services and that sum of money is not charged to any guests (Petty
Cash, n.d.). For example, petty cash vouchers are issued for the purchase of flower
bouquets, medicine for first aid kit, newspaper, etc.
6. Night audit & how and why it is run:
Night audit is fundamental in building a smooth operation in Front Office department and
general hotel operation. It is the process of reviewing all the financial transaction happening
in a day by checking guests’ credits and debits accounts and sales from other departments. It
is of a great importance when night audit analyzes hotel budget so that new financial plan on
Showing Page:
9/11
9
pricing and expenses will be made. Night audit’s responsibilities include (Front Office
Management, n.d.):
Calculate guests’ spending and payments.
Make sure all charges on hotel’s facilities and outlets are correctly posted.
Post incurred charges.
Post room charge and taxes.
Run the trial balance for the day and make corrections.
Perform early check-ins and late check-outs.
Verify guest folios and room status.
Close hotel financial activities before midnight.
Open hotel financial activities for the next day.
GET THE BALL ROLLING
Congratulations again on your new position as Guest Service Agent and we are going to
work coherently as a team to achieve our common goals. We are going to meet and exceed guests’
satisfaction as well as bringing 203 Grand Hotel to the top hotel in Adelaide and Australia. On
behalf of the Front Office team, we are delighted that you join us and we wish you a happy
successful journey.
Showing Page:
10/11
10
REFERENCE
Check Out Procedure. (n.d.). Retrieved April 20, 2020, from
http://hospitalitynu.blogspot.com/p/front-office.html
Front Office Department Introduction, Operations and Key Functions. (n.d.). Retrieved
April 20, 2020, from https://setupmyhotel.com/train-my-hotel-staff/front-office-
training/743-front-office-introduction-operations-functions.html
Front Office Management - Quick Guide - Tutorialspoint. (n.d). Retrieved April 20, 2020,
from
https://www.tutorialspoint.com/front_office_management/front_office_management_qui
ck_guide.htm
Front Office Operations in Hotel and Hospitality Management. (2017). Retrieved April
20, 2020, from https://medium.com/@lordsinstitutesurat/front-office-operations-in-hotel-
and-hospitality-management-43b6752f8e99
Front Office Procedures. (n.d). retrieved April 20, 2020, from http://savergroup.com/wp-
content/uploads/2014/04/Front-Office-Procedures.pdf
Forbes Quotes. (n.d.). Retrieved April 20, 2020, from
https://www.forbes.com/quotes/9717/
Helen Keller Quotes. (n.d). Retrieved April 20, 2020, from
https://www.brainyquote.com/quotes/helen_keller_382259
Hilton Job Search. (n.d.). Retrieved April 20, 2020, from
https://hilton.taleo.net/careersection/hww_external/jobdetail.ftl?job=1031814
Himmel, B. (2019). Make your First Impression count. Retrieved April 20, 2020, from
https://www.forconstructionpros.com/business/article/10117510/the-importance-of-first-
impressions-in-customer-service
Mandina, S., P. & Kurwiravamwe, J. (2016). Exploring the Effects of Service Recovery
Strategies in the Electricity Supply Industry in Zimbabwe. Retrieved April 20, 2020, from
http://www.digitalcommons.www.na-
businesspress.com/JABE/MandinaSP_Web18_3_.pdf
Petty Cash. (n.d.). Retrieved April 20, 2020, from
https://docs.oracle.com/cd/E53547_01/opera_5_04_03_core_help/petty_cash.htm
Showing Page:
11/11
11
SOP for Handling Foreign Currency Exchange / Travellers Cheque. (2019). Retrieved
April 20, 2020, from https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-
hotels/front-office-sop/721-foreign-currency-exchange.html
The Importance of a Service Recovery Strategy. (n.d.). Retrieved April 20, 2020, from
https://www.micrometrics.com/service-recovery-the-importance-of-a-service-recovery-
strategy/

Unformatted Attachment Preview

Student name: Student ID: Course: Lecturer: Supervising International Hotel Front Office Operations EXECUTIVE SUMMARY Front Office plays an essential role and is the focal point of any hotel establishments. In which Guest Service Agents (GSAs) are the direct personnel to make interaction with the guests. This report illustrates how a Front Office Supervisor in 203 Grand Hotel in Adelaide clearly explains to his/ her new GSAs the importance of their jobs as well as other roles in the department. This paper provides newcomers with the insights of GSAs’ duties, skills and rules for them to follow when handling complaints or receiving and issuing funds. An explicit service recovery plan and night audit function will also be provided. 2 TABLE OF CONTENTS WELCOME ABROAD 4 THE BEST GUEST SERVICE AGENT IS HERE 5 1. The importance of Front Office in relation to the hotel as a whole 5 2. Guest Service Agent’s roles and skills 5 3. The importance of a great first impression & how and when a GSA can do this 6 4. The importance of service recovery and steps you can take in Front Office to help manage complaints 7 5. SOPs for cashiering, foreign currency exchange, cash float & petty cash 8 6. Night audit & how and why it is run 8 GET THE BALL ROLLING 9 REFERENCE 10 3 WELCOME ABROAD Welcome to the dynamic team of 203 Grand Hotel! We are thrilled and ready to make this place a second home to you and we are certain that your knowledge and expertise will be an invaluable addition to the team. In order for us to accomplish all the missions successfully, please allow me to show you our team members following by standard operating procedures from interacting with the guests and handling complaints to cashiering and night auditing. Here is the organization chart of our team: Front Office Manager Assistant Front Office Manager Guest Relation Manager Reservation Reservation Supervior Duty Manager Guest Relation Agent Front Office Supervisor Bell Captain Bellman Night Auditor Senior Cashier Reservation Agent Cashier Senior Guest Service Agent Guest Service Agent We totally understand that as new Guest Service Agents you may encounter some difficulties along the way. Do not panick under any circumstances. You are more than welcome to ask questions to anyone in the team so that our tasks harmonize together to deliver the best service and create the most enjoyable experience for our honored guests. “Alone we can do so little, together we can do so much” – Helen Keller (Helen Keller Quote, n.d.) 4 THE BEST GUEST SERVICE AGENT IS HERE 1. The importance of Front Office in relation to the hotel as a whole: Front Office is the face of any hotel or hospitality establishment and the reason why it is called as such is because front office is the first and the last interaction point throughout the guests’ entire journey (Front Office Operations, 2017). The most important element in the success of front office is effective communication links that are built between front office and guests as well as with other departments. Therefore, guests’ questions will be answered, requirements will be met by directing them to the correct personnel (Front Office Management, n.d.). At 203 Grand Hotel, responsibilities performed in Front Office department consist of guest registration, guest service, guest record, room status updating, reservation, parcel sending & receiving, telephone and foreign currency exchange (Front Office Department, n.d.). In order to execute them perfectly, all staff members in the department need to understand guest cycle including pre-arrival, arrival, occupancy and departure (Front Office Management, n.d.). We are here to provide you all the information needed for your job, and we hold a firm belief that once you get familiar with it plus your solid hospitality foundation and experience, you will bring satisfaction to our guests. 2. Guest Service Agent’s roles and skills: As any other divisions at 203 Grand Hotel, our Front Office department is highly appreciated and as part of the team, Guest Service Agents (GSAs) play a vital role in making distinct first impression and liaise closely with the guests and other hotel workers. Being a GSA may not be as easy as it sounds because this job requires both physical and mental strength in which a smile and a desire to provide people with exceptional service are the top two priorities. On the other hand, as the focal point of the establishment, GSAs seize the opportunity to widen their network and improve interpersonal skills. You can find below your job duties and skills requirements as Guest Service Agents of 203 Grand Hotel. Before getting to them, we suggest you familiarize yourself with all hotel facilities and outlets so that you could answer guests’ questions regarding these promptly and precisely. There are 230 rooms at 203 Grand Hotel categorized into 100 standard rooms, 100 deluxe rooms, 29 suites and 1 penthouse. In terms of Food & Beverage, we have two restaurants in 5 operation serving both fine dining and casual bistro and one top-rated cocktail bar. There are also conference rooms which are primarily utilized for meetings, weddings or other special celebrations thanks to their iconic view over the river and parklands. Our customer demographics are mainly business guests during weekdays and leisure travelers at the weekends. As Guest Service Agent at 203 Grand Hotel, your job responsibilities are as follows (Hilton Job Search, n.d.): • Demonstrate check-ins and check-outs in a friendly and professional manner. • Register guests, walk-ins, assign rooms, issue room keys. • Optimize up-selling techniques in a courteous manner to maximize hotel revenue in the knowledge of ongoing rates or promotions. • Answer all phone calls and provide accurate information. • Monitor all requests and share them with co-workers and senior managers. • Perform accurate payment procedures with cash, credit card and foreign currencies in the knowledge of current conversion rates. • Smile and have fun! In addition, we expect you to demonstrate both hard and soft skills in a consistent and efficient manner including: • Proficiency in OPERA and Microsoft Office. • Ability to speak another foreign language(s). • Proper grooming standards. • A team player and an independent worker. • Positive attitude while multi-tasking and excellent communication skills. 3. The importance of a great first impression & how and when a GSA can do this: “You never get a second chance to make a good first impression” (Forbes Quotes, n.d.) is the motto for GSAs at 203 Grand Hotel because they are the ones who greet and form initial impression with the guests. First impressions can be made upon check-in or via phone calls and the way GSAs approach the guests will have a major impact on their stay, experience and perception of our hotel. There are several standards at 203 Grand Hotel to create a distinct first impression (Himmel, 2019): 6 • Address the customers by name. Once you receive their passports, start a personalized check-in service by using their names from then on. • Make eye contact to show your attention and enthusiasm. • Make positive body language such as a firm handshake or a relaxed facial expression. • Groom properly with clean uniform and name badge. 4. The importance of service recovery and steps you can take in Front Office to help manage complaints: Failure to deliver service is inevitable in hospitality industry because guests are from all over the world with different needs and service styles. As a result, hotels will experience a decrease in room reservation and word-of-mouth spread of poor reputation. Service recovery is defined when service provider seeks solution and takes action in order to resolve customers’ complaints (Mandina & Kurwiravamwe, 2016). It is believed that the quicker the firm responds to a negative experience, the quicker the recovery is for both the customers and the firm itself (The Importance of Service, n.d.). Our hotel is located in Adelaide where visitors are diverse in nationalities and stay in our hotel for different purposes such as business or leisure. Each customer market will require different approach and our job is to learn from every service dissatisfaction in the past and perform better service every day. These are some rules that any staff members of Front Office can apply while handling guests’ complaints: • Stay calm and maintain a positive attitude. • Stop the tasks you are working on & show your attention. • Listen actively and show sympathy. • Address the guests with names. • Apologize for the inconvenience. • Never argue with the guests. • Offer several solutions. • Ask your supervisors and managers for other solutions. • Follow up during and after the complaint is resolved. 7 As long as Front Office personnel are sincere and pay attention to the guests, we can always turn the situation around to even exceed their expectations, gain customer loyalty and build up our hotel reputation. 5. SOPs for cashiering, foreign currency exchange, cash float & petty cash: • Cashiering in Front Office must be clearly posted and transparent with cash flows or correct credit card information. Safe Money must be counted three times a day when opening, changing and closing shifts and recorded in the Safe Log Book. If you are closing the shift, make sure the guests’ accounts are balanced and then send cash in both AUD and foreign currencies safely in the cash box, preferably having your supervisor or coworker witness (Front Office Procedures, n.d.). • When guests come to Front Office for foreign currency exchange, offer them the ongoing exchange rate and ask how much they want to convert. When the guests agree with the amount converted, collect the sufficient sum of money from them and check if the banknotes are genuine. Enter all the correct information on the hotel PMS, print the receipt and ask for the guests’ signature on two receipts and hand them the local currency (SOP for Handling Foreign Currency Exchange / Travellers Cheque, 2019). • As a GSA, you need to differentiate cash float and petty cash and under which circumstances which option will be used. Cash float is a fixed amount of money placed in Front Office to serve the purpose of foreign currency exchange or change for cash transactions. Each GSA need to count the correct amount of cash float at the beginning of his/ her shift (Check Out Procedure, n.d.). On the other hand, petty cash is made when you need to pay for outside services and that sum of money is not charged to any guests (Petty Cash, n.d.). For example, petty cash vouchers are issued for the purchase of flower bouquets, medicine for first aid kit, newspaper, etc. 6. Night audit & how and why it is run: Night audit is fundamental in building a smooth operation in Front Office department and general hotel operation. It is the process of reviewing all the financial transaction happening in a day by checking guests’ credits and debits accounts and sales from other departments. It is of a great importance when night audit analyzes hotel budget so that new financial plan on 8 pricing and expenses will be made. Night audit’s responsibilities include (Front Office Management, n.d.): • Calculate guests’ spending and payments. • Make sure all charges on hotel’s facilities and outlets are correctly posted. • Post incurred charges. • Post room charge and taxes. • Run the trial balance for the day and make corrections. • Perform early check-ins and late check-outs. • Verify guest folios and room status. • Close hotel financial activities before midnight. • Open hotel financial activities for the next day. GET THE BALL ROLLING Congratulations again on your new position as Guest Service Agent and we are going to work coherently as a team to achieve our common goals. We are going to meet and exceed guests’ satisfaction as well as bringing 203 Grand Hotel to the top hotel in Adelaide and Australia. On behalf of the Front Office team, we are delighted that you join us and we wish you a happy successful journey. 9 REFERENCE • Check Out Procedure. (n.d.). Retrieved April 20, 2020, from http://hospitalitynu.blogspot.com/p/front-office.html • Front Office Department Introduction, Operations and Key Functions. (n.d.). Retrieved April 20, 2020, from https://setupmyhotel.com/train-my-hotel-staff/front-office- training/743-front-office-introduction-operations-functions.html • Front Office Management - Quick Guide - Tutorialspoint. (n.d). Retrieved April 20, 2020, from https://www.tutorialspoint.com/front_office_management/front_office_management_qui ck_guide.htm • Front Office Operations in Hotel and Hospitality Management. (2017). Retrieved April 20, 2020, from https://medium.com/@lordsinstitutesurat/front-office-operations-in-hoteland-hospitality-management-43b6752f8e99 • Front Office Procedures. (n.d). retrieved April 20, 2020, from http://savergroup.com/wpcontent/uploads/2014/04/Front-Office-Procedures.pdf • Forbes Quotes. (n.d.). Retrieved April 20, 2020, from https://www.forbes.com/quotes/9717/ • Helen Keller Quotes. (n.d). Retrieved April 20, 2020, from 20, 2020, from https://www.brainyquote.com/quotes/helen_keller_382259 • Hilton Job Search. (n.d.). Retrieved April https://hilton.taleo.net/careersection/hww_external/jobdetail.ftl?job=1031814 • Himmel, B. (2019). Make your First Impression count. Retrieved April 20, 2020, from https://www.forconstructionpros.com/business/article/10117510/the-importance-of-firstimpressions-in-customer-service • Mandina, S., P. & Kurwiravamwe, J. (2016). Exploring the Effects of Service Recovery Strategies in the Electricity Supply Industry in Zimbabwe. Retrieved April 20, 2020, from http://www.digitalcommons.www.nabusinesspress.com/JABE/MandinaSP_Web18_3_.pdf • Petty Cash. (n.d.). Retrieved April 20, 2020, https://docs.oracle.com/cd/E53547_01/opera_5_04_03_core_help/petty_cash.htm 10 from • SOP for Handling Foreign Currency Exchange / Travellers Cheque. (2019). Retrieved April 20, 2020, from https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-inhotels/front-office-sop/721-foreign-currency-exchange.html • The Importance of a Service Recovery Strategy. (n.d.). Retrieved April 20, 2020, from https://www.micrometrics.com/service-recovery-the-importance-of-a-service-recoverystrategy/ 11 Name: Description: ...
User generated content is uploaded by users for the purposes of learning and should be used following Studypool's honor code & terms of service.
Studypool
4.7
Trustpilot
4.5
Sitejabber
4.4