Final Flashcards
Department info to communicate : Reservations📥
📦 ⭐️
Packages 📦
Special Requests
VIPs
Department info to communicate: Housekeeping ⏰
⭐️ ⏳⌛️📑
VIPS Special requests Early cleaning Late C/Os Room Status report
Information to communicate: Banquets 👩🏻💼
📅📋📂🍴
Reservations
Room service
Announcement boards
Events
Information to communicate with : Hotel restaurants 🍽
Reservations
Room Service Delivery
Special Requests
Information to communicate with : Accounting 💵
Balance checking CC limits Accounts needs to be settled Before customer comes (Direct billing) Credit Check and account set up
Security (information to communicate with)
Noises
Complaits
What is the log book ?
Systematic daily or hourly record of activities, events or occurrences
What is a package deal ?
When the seller throws in a variety of products at a total price that is usually less than the sum of all items
What is packaging ?
The combination of related and complementary services into a single-price offering
What is Programming
Involves developing special activities, events, or programs to increase customer spending, or to give added appeal to a package or other hospitality travel service
What are the customer related reasons for packages and programming ?
Greater convenience/economy
Ability to budget for trips
Satisfaction of special interests
Implicit assurance of consistent quality
What are the participant related reasons for package and programming
Increased business in off peaks periods
Enhanced appeal to specific target markets
Attraction of new market
Increased customer satisfaction
Flexibility to customize on new market trends
Ingredients of successful package
Include attractions
Be well planned and coordinated
Provide value to the customer and c. Benefit
Generate profit
Offer consistent quality and compatibility
Front office manager description (FOM) (reports to AM OR GM)
What are the tasks ?
Task - Supervises front office personnel and ensures completion of front office duties. Directs and coordinates the activity of the FD, reservations, guests arrives and telephone areas.
What are the duties of the FOM
Schedules the front office staff Supervises work load during shifts Trains, cross-trains and retrains FO personnel. Maintains master key control Reviews and complete credit limit report
Manager on duty (reports to FOM) what are the tasks
Shows house count
Track number of no shows
Review sold out nights
Ensure server/bar tender duties are promoted daily, providing support to FB staff
GSM reports TO GM OR FOM
What are his tasks ?
Oversees all guests service operations including FD reservations, PBX, BELL Staff and transportation strives to ensure quality and guests satisfaction
Trains new guests services department personnel
Answers letters of inquired regarding rates and availability
Dealing efficiently with to day to day billing and guest services
Check guests in and out. Including préparions of guests bills and authorizing payments
Guests request late checkout
Call HK
Guest shows up at 11am but no rooms available :
11 am not guaranteed, bell man get luggage, Call HK when a room is available.
Guest bathroom leak
Call maintenance and HK
Guest reserved room from TA but front desk doesn’t find info:
Ask for CC and ask customer to call the TA
What is the pre shift meeting
Briefing of relevant information on today’s operations.
5 min before each shift - GSM meets staff to inform them on: VIP, Arr, Dep, groups, standards, complaints.
Ex. A leader with employees of a department
What is the rap meeting
Usually informal group discussion attended by people who share the same interests, concerns, problems.
FOM meets the phone operators team concerning a particular problem
Ex : A leader with a group of employees who share a problem, an interest of concern
What is the opps Meeting
A weekly (3x) operations meeting sharing information on main activities from their department
Shared info : hotel stats, occ, forecasts, groups, VIP, complaints, renovations, plans to improve sales, service guests, and employee satisfaction level.
Ex. Leader director of operations, participants: FOM GM F&B, Maintenance, security, HK, banquets, sales.
What is the forecast meeting
Weekly meeting in which we compare hotel stats occ% of current moment vs budget vs the last year vs forecast to implement strategies to increase occupancy % and revenue.
Leader : Revenue manager, participate :FOM DO FB DOSM
Pre-Con Meeting
Formal intro and meet the group’s representative, usually meeting planner, discuss individual departments and relationship have with the group
If they are walk ins, the group convention manager must be updated
All departments
