Reception Module

A presentation by Dr. Ritesh Malik DIRECTOR Woodapple

Being in front office of Woodapple

• It’s the most important task of our hotel. Needless to say that our hotel’s face is the front office.

• The family of Woodapple is governed by the law of hard work and honesty.

• Thus this module will give you a lot of insight into how you have to manage the guests.

• Please stay in touch with the module. I’m sure it will be of a great help to you and ‘The Woodapple Family’.

There will be times when due to excessive work load the team members may Disrespect your

authority; but keep in mind always that nothing should change the

state of calmness in your mind..

Patience with everyone..! Be calm..!

Be Polite with everyone..!

Teamwork

Responsibility

• Take care of the people visiting the premise. • Take care of the image of the hotel. • Take care of the check inn process. • Be a saleman to the guest visiting the hotel

for bookings. • Have a courtesy code. • You’re the mainstay of Human Relations in the

organisation; make sure you know how to deal with the other family members, everything in this hotel will be going through you, whether it’s the revenue, the guest contact, the complaints, the kitchen process, the purchase. Everything is dependent on your behaviour.

I hope you understand your VALUE and try to give your best shot at attaining perfection at what you’re supposed to do and make a name in the city

for the hotel and our Woodapple Family.

Honest

Check inn Process System

Politeness

Be confident that you can do..!

Guest enters

the reception

area Stand up and receive with

a smile. ( make sure that all the

lights are on and AC is on.

Call kitchen

for a welcome drink

Ask the guest to relax and start the check inn process

Ask for the Room

incharge to evaluate the room(WIRELESS); start the

air conditioner.

Start the room

freshner. See if everything is working

Ask the team to get the luggage from the guest and transport it to the

room.

Get the ID from the guest and politely ask for the guest to

wait untill the process of identification is completed.

Ask the guest to sit back and enjoy the welcome drink and have a look at the woodapple

library.

GIVE THE MEDIA PACKAGE. Explain the facilities of the hotel to the guest. Explain about the property; the kitchen, the local

attractions, the room, and tell the WIFI code to the guest.

Ask if they would like to get any other facility availed. Say WE ARE

HAPPY TO HELP.

Ask the room incharge to excort the guest to the

room and send the ID safely to the

room.

The Media Package

• The media package is a module for each guest containing information about the hotel(TIMELINE); the rooms; the banquet; the kitchen and the local attractions of Delhi.

• This module will be kept at the reception and will be given to the guest when he checks inn.

• While giving the module the guest should be explained about the facilities page by page on the module by the front office team.

• And after check out the Media Package should be handed to the front office by the Room incharge.

SMILE ..!

STAND UP WISH THE GUEST ACCORDING TO TIME

WELCOME TO WOODAPPLE

I AM MANJU YOUR FRONT OFFICE INCHARGE AND I WILL HELP YOUR CHECK INN PROCESS

WARM WELCOME

The Welcome Drink

Introduce the guest with the stuart who will get the welcome drink.

The stuart should explain the guest about the welcome drink and should mention that its

‘COMPLEMETARY’

Stuart should wish the guest. And should take

a Napkin dipped in fresh fragrance to wipe the face and feel fresh.

I hope you liked the drink. And take the glass

away. Thank you for choosing Woodapple.

The Woodapple team wishes you a comfortable stay. And we are HAPPY TO HELP. Give the number of the Reception;

The kitchen and mobile number of The GM and My

number as well and tell them that they are free to call us

anytime 24*7.

Customer Satisfation

Inspire team by your hardwork

Tour of the Woodapple Property

• Make sure that the Room incharge is escorting the guest to the room.

• Tell the guest that you would love to show the property. If they are willing they can call Reception at anytime and can ask for a tour to the property.

• This tour willl include The banquet; The kitchen; The parking; The Restaurant; The office of the GM; and other rooms; if the guest is from the suite show him/her the deluxe and via versa.

Take the Guest from the Room if

he has already checked inn. Tell about the lift and

its specialities that it’s the most

modern and has glass wall. Start from the

banquet. Ask the team to switch on all

the lights when on a tour.

Tell about the banquet

precisely.

Take to the stilt area. Show the

parking and explain the speciality.

Show the building from the front and also go through the timeline

( when did this project start and what are the salient features). And

also tell about the metro stations and

near by local attractions.

Take to the Kitchen explain

about the kitchen in

detail. Tell about the chefs, the food we make,

the nv and v sections. Other

details about the place in detail.

Take to the reception

area.

Show the restaurant (keep inn mind that the lights should be switched onn before whereever you go.

Show the office of the GM and tell about the key

people involved in the project.

Tell about the location; the

metro; The cost of the project.

Escort the guest again

to the room and wish the

guest always and always say thanks for choosing

woodapple and WE’RE HAPPY TO

HELP.

On the way talk about the work

we do at woodapple. All

the positive points of the organisation

the occupancy; the quality; the

parties; the conferences;

the food; about the chef; about

the GM; the owners; give a

grandiose feeling for the organisation

and keep showing him or gher that youre very happy to work as a part of family for

the woodapple.

How to manage guests other than Room check inn’s

• Always remember that who ever enters the hotel; should be treated like GOD.

• He/she should be pampered like anything.

• Show them the hospitality which we have.

• Remember people who come into the hotel are the best MARKETING for our firm.

• They will help in mouth to mouth communication.

Make sure you get the deal

• As the Front Office incharge; you should make sure that you get the rooms; as many as possible.

• Be very careful that every guest is very important; everyone.

REMEMBER 1 THING YOU ARE THE MOST IMPORTANT

CONNECTING LINK BETWEEN THE CUSTOMER AND THE TEAM

OF WOODAPPLE; YOU’RE EFFICIENCY AND POLITENESS AND BEHAVIOUR WILL EFFECT

THE IMAGE OF ‘THE WOODAPPLE FAMILY’.

Be a salesman

• Another very important task of the front office team is to be the salesman when the GM is not present. Be confident and finalise the deals.

Call the GM and let him talk to the

customer.

Be confident and take the guest on

the tour of the hotel and the file of

happy customers.

Take the contact details of the guest

and assure them that you’ll manage

everything. Intimate the GM about the customer and his contact details.

Remember 1 thing: For The Woodapple Family every

customer is important..! Each and Every.. As Director of the family I would not like even a

single customer to be dissatisfied. And it’s the duty of the front office to take care of the Quality and reputation of

the Woodapple family..!

Phone Conversations

Pick up the phone as soon as possible

Good(time) Welcome to Woodapple..! How may I

help you..!

Smile on the phone also.. It’s a research which says that front desk officials

who smile on phone getmore happy customers.

Whatever is the query or service the guest wants should be done

immediately.

Thanks you for calling mam.. And have a good day..! And

wait for the guest to keep the phone before you hang up.

FRONT

OFFICE

Guest room tariff

Party advances and pax costs

Corporate sales

1. Your job is to take care of the financial strength of the family. 2. The cash inflow; the cash outflow; the purchases; the kitchen

expenses all go through a process involving you as a delta. 3. Take care that there is no financial irregularity; there is no

unscrupulous activity regarding money discrepancy. 4. Have a look on the purchases and ask for the receipts and be on

a vigil that everyone including you is handling the currency with an honest motive.

5. Any one suspcious should be immediately be communicated to me.

6. Regarding the guest rooms; always try to take the Advance before hand.

7. And never ever be careless about money; eg. If an extra bed is put; do not forget it; don’t mishandle the minibar bills. Be very careful. Our organization is dependent on money for the survival of the woodapple family and its expansion.

Complaint and dissatisfied customer management

Remember that a dissatisfied customer will eventually cool down if you are having empathy to him/her

Understand his/her problem and judge it by keeping yourself in his/her shoes. Even if the customer is wrong ; remember HE’S OUR GOD..!

Act swiftly and don’t worry; don’t panic just do the DAMAGE CONTROL as fast as possible; eg. Change to the suite if that’s empty; give a complementary drink..etc

OUR AIM

Communication Process

I SHOULD BE IMMEDIATELY INFORMED ABOUT A DISSATISFIED CUSTOMER..!

ANYONE WHO FAILS TO THAT WILL NOT BE A PART OF THE FAMILY..!

DON’T PANIC; WE ALL ARE HUMANS AND WE WILL MAKE MISTAKES..! BUT ACCEPTANCE OF THE MISTAKE AND BEING CAREFUL IS THE BEST WAY TO BE HONEST WITH YOURSELF AND THE WOODAPPLE FAMILY..!

The Front Office File

• Carry a file always which contains all the purposeful details of the work you do..

• Also, carry a small note in the file in which you can write all the works you have to do on a particular day..

Complaint Register Analysis

• Whenever you have free time; analyze the complaint register and jot down points for improvisation.

• Mark till which complaint you have analyzed; so that the other team member does not waste time in screening the same complaints.

• In the file have a section for communication of the complaint register to me or the GM.

Log Book

• The reception should have a Log book which should be signed by the guest while leaving the hotel.

• All the good or the bad things about the hotel should be written by the guest.

• It will be a source of analysis and marketing for us.

• Maintaining the log book is your role.

Library of the Reception

• Make a list of the mibrry of the receptin and timely check that all books are present.

• Make sure that the newspaper is kept always at the proper position.

• Always make sure that the books kept on the table of the reception should be kept in the proper position If the position has been distorted by the guest or a visitor.

Digital Photo Frame

• Timely change the photos on the digital photo frame.

• As me what photos you have to show via the media.

TV and Music media

• Add a pen drive to the tv and also; put soof and saxophone and english songs for the reception area..

• On tv always put english channels such as discovery; bbc; cnn etc..

• Put a pendrive which shows about what we do at Woodapple and who’s the woodapple family.

Analysis of the team

• Keep an eye on other member of the team and report to me if any kind of depreciation of quality is tried on part of the worker.

• Keep your eyes open.

Ideas

1 Mission Goal ‘satisfied customer’

Be Thankful to Woodapple Family and Believe in God..! We shall definitely

succeed..!