research study.ppt

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RESEARCH

PAPER DEFENSE

for EN 102



This study aims to discuss theimportance of implementing andabiding the standards andprocedures of work ethics and guest

services in the hotel industry. It is veryessential that Front Office Personnelknow the do’s and don’ts especiallyduring work. They must be able to

make every guest, a happy andsatisfied guest. Guest satisfaction iscrucial in maintaining loyalty.



Guest loyalty ensures repeat

business. With wide array of hotelchoices in the market today, repeatbusiness ensures a steady revenue

stream. All Front Office personnel andothers considered front of the house,must be cognizant of their impact onguest satisfaction that contributesmainly to the guest impression of thehotel.



This study is significant to the hotel

industry especially the employees ofthe Front Office Department which areconsidered those who have the mostinteraction with the guest. They are the

Front Office Manager/Supervisors,Reservation Agents, SalesManagers/Supervisors/Agents, NightManagers/Auditors, Chief/Telephone

Operators, Chief Concierge, BellCaptains, Bellmen, AirportRepresentatives, Drivers, Doorpersonand Valet/Garage attendants.



Also this study is very useful to studentstaking up Bachelor of Science in Hotel

and Restaurant Management Course or other non-degree/short term courserelated to the hotel industry. This canopen their eyes to the reality when theyare already in the operations as ahotelier in the near future. And lastly,this can also serve as a guide to people

who wishes to put up a hotel business,for they will be able to anticipate theneeds of the guests especially when itcomes to guest service and satisfaction.



This study seeks to answer the following

questions:1) What is Front Office and its role?

2) Who are the people under thisdepartment?

3) What are the standards of the Front OfficePersonnel and Rules and Regulation of theFront Office Department?

4) What is the 10x10 rule?

5) What is the importance of setting servicestandards?

6) What is the principle of empowerment anddiversity awareness?



1. Front of the house- hotel departmentwith traditionally high amounts of guestcontact.

2. Private Branch Exchange (PBX) - hotel

internal system to process incominginternal and outgoing telephone calls

3. Service level- is measured by theamount of actual and perceivedconsideration a guest can reasonablyto receive.



4. Empowerment- the ability andauthority to satisfy guest

complaints/request within presentparameters

5. Parameters- considerations

6. Diversity training- training that teachesemployees that they must understand

and appreciate the differences inpeople.

7. Jargon- terminology



Front Office control center of the hotel, providing 24-

hour attention towards the handling andserving of all guests’ requirements and

needs The front desk is often called “the hub” or

command center of the rooms divisionbecause so much information is funneled

through it. The front desk is the logical pointof contact for the dissemination ofinformation for guests and other hotelemployees



A Full Service Hotel usually has:

Rooms Division Manager

Front Office Manager Front Desk Manager/ Supervisor

o - Front Desk Agents and Clerks

Night Manager

o

- Night Auditors Chief Operator

o - Telephone Operators

Reservations Manager

o - Reservation Agents Chief Concierge

o Bell Captain, Doorperson, Bellman, Driver, AirportRepresentatives



Corporate Attire

MALE:

Black Coat

White long-sleeve poloNeck tie

Black slacks

Black shoes

Black leather shoes

FEMALE:Black blazer/ coat

White long sleeve polo

Scarf/ neck tie

Black skirt

Black leather shoes

(Heels at least 2 inches high)

1. Neatness: employees must be well-groomed with clean and presseduniform; name tag should be worn in a right position at all times.

For ladies, hair should be neatly tied and accessories should beminimal. Dangling earrings are prohibited. Stud earrings should be used.

Clear nail polish.For the gentlemen, observe proper hair cut. Wearing of earrings

is prohibited.



2. Whenever you talk to fellow employees, use his or her name every time.

3. When on duty, the employee must strictly follow the

rules and regulations such as not to smoke, not tochew gum or do anything that might discredit theFront Office Department.

4. Greet the guests with a smile and polite manners. In

a conversation, address the guest by name (Mr.,Mrs. or Miss .....), if possible, however, do not exceedthe limits of cordiality.

5. Do never insult a guest or loose composure.Whenever a problem occurs and you start to feel

that you cannot handle the situation, excuseyourself politely and ask a supervisor to take over.Remember that you could be the most importantfactor in the guest’s stay and the reason he maynever come back.



6. Without a guest’s permission, never deny or confirm that he is in fact registered.

7. Without a guest’s permission, never release

information related to his or her stay.8. Always be vigilant in informing guests of any

third party information requests regardingtheir stay.

9. Without a guest’s permission, never revealhis or her room number to any third party.

10. Never perform registration tasks in waysallowing guest room information to beoverheard by others’.

11. Never write room numbers directly on tokeys.

12. Never issue a duplicate room key toanyone except a registered guest.



1. Always bear in mind your working hours.

2. Be ready to work at your station at least15 minutes before schedule. Sign in andsign out in the assigned book.

3. You should always be well groomed,uniform must be neat and clean and

Name plate should be worn at all times.4. Always greet your fellow workers when

you first arrive at your station



5. No food, no chewing gum, no smokingaround working area.

6. Greet guests politely every time you seethem. If you know the name, greet them byname, if you do not use Sir or Madam everytime.

7. Be polite to guests and fellow workers,however, do not exceed the limits ofcourtesy and politeness.

8. Never leave your station when nobody else

is there.9. Pick up the telephone at your station within

3 rings.

10. Always Smile.



11. Every time you have to leave your station inform your fellow workers where

you will be and when you will be back.12. Check the back office board every

day.

13. Do not leave your shift until you havebeen replaced.

14. Any staff who is unable to come towork must phone to his supervisor at least

4 hours before the shift starts.15. Changing shift or days off with other

employees will not be permitted unlessapproved by supervisor.



16. Working area must be kept neat andclean at all times.

17. All equipment should be used carefullywith routine maintenance.

18. Personal calls other than emergency

are not made or received while on duty.

19. Do not stay around the working areawhen off duty or have finished the shift.

20. Report all unusual situations promptly toyour supervisor



Ten by ten rule is a term being used in theFront Office that has two parts. The first partstates that a guest’s perception of the entirestay is, in large measure, instilled in the firstten minutes upon arrival. The other partstates that the front desk must greet a guestten feet before he/she approaches the frontdesk . An employee who begins aconversation to guest at least ten feet awayfrom the Front Desk creates a favorable

impression. This makes the guest feelwelcome by encouraging their approach.Add to this a smile and the impact is evenmore heightened.



Hotels wishing to foster an atmosphere

of quality guest service must establishparameters. Employees in an industryneed to have expectations made clear to them. A hotel that clearly defines itsguest service guidelines will be able tohold employees accountable. Theaccountability helps the management

guide and evaluate employees. Anenvironment like this translates intosuperior levels of guest service.



Guest service is accomplished when theemployee conveys the message using both

visual and verbal means.A. VERBAL MEANS

Often overlooked by rooms divisionemployees deeply involved in other tasks,

the basic rules for verbal communicationare: Use an appropriate greeting

Personalize the conversation (use the customer’s

name) Thank the guest

Listen

Avoid jargon



B. VISUAL MEANS

Communicating visually is as

important as communicating verbally.Visual communication can reinforcewhat is being said verbally. The

complete delivery of guest service canbe accomplished by incorporating bothmeans. The rules for effective visualcommunication are:

Communicate with a smile

Be cognizant of body language

Observe appropriate grooming standards



Empowerment- the ability and authority tosatisfy guest complaints/request withinpresent parameters.

A trend in many hotels today is toempower employees to make guestservice decisions. Nowhere is that morevital than the rooms division. Whenever

issues arise, an empowered employee isable to take whatever action is deemedappropriate to solve the problem



Phrase to Avoid Phrase to Use Instead

“I don’t know.” “That is a good question; let me find out

for you.”

“We can’t do that.” Well, I haven’t encountered this before,

let me search it and find a resolution

that you are happy with.”

“You have to.” Or “This is hotel policy.” “I think the best way to handle this

would be…”

“No” “We are not able to reduce your room

rate, but I am able to upgrade your

room.” “That’s not my job.” “The person who handles that is (name).

Please let me get him/her.”



Diversity training- training thatteaches employees that they

must understand and

appreciate the differences in

people.

i



Helping employees overcomestereotypes ensures that no guests perceivea difference in treatment. In the past,

racism, sexism, ethnocentrism, and other stereotypes created uncomfortableenvironments for guests and employeesalike. Today, hotel managers teach

employees to celebrate these differences.Hotel managers often lead by example byhiring a diverse front desk staff. A frontoffice that is operated by people of variousraces, genders, ages, and ethnicbackgrounds reflect management’sunderstanding if diversity. A diverse guestpool inevitably feels more welcome at adiverse front desk.



The Front Desk is considered the brain of

the hotel because so much information isfunneled through it and it is the logicalpoint of contact for the dissemination ofinformation for guests and other hotelemployees. Organization of the Front Officeis usually composed of Rooms DivisionManager/ General Manager, Front Desk Managers/ Supervisors, Chief Concierge,

Chief Operator, Front Desk Agents,Telephone Operators, Bell persons, AirportRepresentatives and Drivers.



Ten by ten rule is a term being used inthe Front Office that has two parts. The

first part states that a guest’s perceptionof the entire stay is, in large measure,instilled in the first ten minutes upon

arrival. The other part states that the frontdesk must greet a guest ten feet beforehe/she approaches the front desk. Thismust be observed at all times by the

Front Desk employees to createfavorable impressions of the hotel.



Setting service standards is veryessential to hotels for quality guest

service, for it defines its guest serviceguidelines, employees are madeaccountable and this accountability

helps management guide andevaluate them. There are two

methods of conveying message to

guests and these are by verbalmeans (speaking) and visual means(appearance and body language).



Empowerment is the ability and authority

to satisfy guest complaints/ requests within

preset parameters. This is a trend in manyhotels nowadays especially influencing

guest service decisions. Employees also go

through diversity training for it teaches the

employees that they must understand andappreciate the differences in people.

All in all, Hotel Management and

Organization must work hand in hand for the attainment of their goal through

professionalism and efficiency of guest

service.



BIBLIOGRAPHY

Manuel, Mary Katherine T. Receive andProcess Reservations. QNAS: Quezon

Province, rev. 2010, pp. 2- 18.

Ismail, Ahmed. Front Office Operationsand Management. Singapore: ThomsonLearning Asia, 2005, pp. 320- 326.

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