前厅部培训手册.doc

Rooms Division Front Office Standard Operating Procedures Manual Training Guide PAGE 4 Training Guide Introduction About Training Facilitator Workbook Training Tasks and Exercises Front Office Collateral Duties Introduction Working Together The Front Office staff must continually work together as a team to establish the property as more “service distinctive” than its competitors. This is both within the department and throughout the property. To this end, the Front Office staff must maintain the following goals: Command a good working knowledge of the rates, size, layout, bed types, and special features of all guestrooms and suites. Command a good working knowledge of all special rates and packages, including the pertinent requirements, restrictions, special arrangements, and services/amenities. Command a good working knowledge of the Domina Coral Bay standards program and products (e.g., Domina Coral Bay Guest Cards, The Power of Service, and Rapid Response). Be familiar with all the daily printouts generated by the Front Office. Be aware of and familiar with all VIPs, meetings, functions, conventions, and special promotions at the property. Keep abreast of the daily occupancy, arrivals/departures, and the weekly and monthly forecasts. Review all posted daily memos and special information (initial, when applicable). Be familiar with all groups currently in-house, their billing information, and their special requirements, if any. Be able to identify operations committee members, department heads, sales and convention services managers, and senior corporate officers and owners. Be familiar with all the departments of the property, their functions and policies. Acquire and maintain in-depth knowledge of the property services/facilities and major attractions in the area. Learn and practice proper telephone procedures regarding how to answer phones, place calls, or transfer calls. Be familiar with standard procedures for setting up the house. Possess knowledge of c