FRONT OFFICE SEQUENCE OF SERVICES

1.     HANDLING RESERVATION

Room availability

Alternative of room type when room required is not available

Overall hotel information and facilities

Length of stay

Transportation arrangement

Payment instruction

Guest profile

Special request

Confirming reservation

Filing system /data entry

·        PRE ARRIVAL

INDIVIDUAL RESERVATION

Greetings : “Good morning / afternoon / evening / Reservation,  Edo speaking,  may I help you ?”

Room Availability : “Our rooms are available for the period of ….., may I know what dates do you require the room?”

Alternative of room type when room required not  available : “ I am sorry to inform you that our standard room is not available on your desired date….”

…. Would you care for alternative dates or higher room type ?”

Overall hotel information and facilities : “Our hotel is located in the center of Kuta area, 15 minutes from the Airport. We have olympic size swimming pool and live music at the bar every evening”

Length of Stay : “How long will you be staying with us ?”

Transportation arrangement : “Do you need airport transfer to be arranged ?”

Payment instruction : “How would you settle your room reservation ?”

Guest profile : “Would you please spell your complete name ?”

Special request : “Do you have any special request pertaining your room requirement ?”

Confirming reservation : “We confirm your reservation for # rooms from … till…. under the name of …….. for further assistance you may contact me directly at the hotel number ext……”  

Reservation Details Data Entry

GROUP RESERVATION

Mode of Arrival ( Staggered / one time arrival )

Check in time policy

Group itinerary

Hospitality Desk

Bed type / room type guarantee

Payment Instruction

Room facilities ( complete set up / minimum standard )

Transportation Arrangement

Person In Charge (both the hotel and the group)

Group Details

AIRPORT DISPATCHER /

AIRPORT GUEST RELATIONS OFFICER

Paging board

Flight details

Vehicles requested

Communication tools with the hotel

“Good morning / afternoon / evening, Mr/Mrs….. welcome to……. I am Edo, airport representative of hotel……”

Luggage collection : “Please kindly check your luggage before departing to the hotel”

Fond of farewell : “Have a pleasant stay with.. (hotel’s name

·        ON ARRIVAL

VALET SERVICE

Valet Card

Remind guest of valuable items left in the vehicle

LUGGAGE HANDLING

Luggage tag

Confirming total luggage

Put clear identification on luggage tag

2.     FRONT DESK

PREPARATION OF NECESSARY TOOLS

Pen, stapler, telephone, HT, EDC machine, registration form, etc.

LIST OF ARRIVAL OF THE DAY

VIP, groups, etc.

ROOM ASSIGNMENT

Connecting rooms, double bed, etc.

ROOM AVAILABILITY FOR WALK-INS

SPECIAL REQUEST : extra bed, etc

·        FRONT DESK : CHECK – IN

WARM GREETINGS UPON GUEST ARRIVAL

“Good morning / afternoon / evening, welcome to ..( hotel’s name )”

RECONFIRMING RESERVATION DETAILS

“Your reservation is one standard room from …. till….. May I have copy of your voucher please ?”

ROOM REQUIRED NOT AVAILABLE

“Mr/Mrs…. I am very sorry to inform you that, the room as required is not available. We will find alternative room for you”

REGISTRATION PROCESS

“May I have your passport please ?”

“Please fill out the registration form and kindly put your signature”

DEPOSIT PAYMENT

“How would you settle your payment ?”

KEY CARD, VOUCHER, MESSAGE, HOTEL FACILITIES INFORMATION

DATA ENTRY

CHECK IN PROCESS IN THE SYSTEM

·        CONCIERGE : CHECK – IN

ESCORTING GUEST TO ROOM

“Good morning / afternoon /evening, Mr/Mrs… I am Edo, I will escort you to your room”

EXPLAINING HOTEL FACILITIES

“Our swimming pool is open from 7am till 7pm”

“The restaurant is just next to the swimming pool”

ARRIVING AT THE GUEST ROOM

“Here is your room Mr/Mrs….”

EXPLAINING ROOM FACILITIES

“Safe deposit box is inside the wardrobe. You may use it with your own pin code”

“Bottle opener is installed on the bathroom wall”

“Umbrella is provided in case of rain. You can find it in the wardrobe”“Minibar is replenished on daily basis for items consumed”

EMERGENCY EXIT PROCEDURE

“Emergency exit is on your right after you walk out of your room”  

·        CONCIERGE : CHECK – OUT

LUGGAGE DOWN PROCESS

“Good morning / afternoon / evening, Mr/Mrs….

May I assist you with your luggage ?”

“Kindly ensure there is nothing left behind”

“How was your stay with us ?”

·        FRONT DESK : CHECK – OUT

WARM GREETINGS UPON GUEST DEPARTURE

“Good morning / afternoon / evening, Mr/Mrs…. How was your stay with us?”

COMMUNICATING WITH HOUSEKEEPING

“Room #... Check out.”

ADDITIONAL CHARGE

“Do you have any additional consumption on the minibar ?”

GUEST INVOICE

“Please kindly check your folio. We post additional room charge for room usage until 8pm as previously explained to you”

SUPPORTING BILLS

“Do you need all the supporting bills of your folio ?”

GUEST DISPUTE

“Let me communicate it with related department. Would you mind waiting for few minutes ?”

LOST  & FOUND ITEM IN GUEST ROOM

“Our housekeeping found some items left in your room.”

BILLING SETTLEMENT

“How would you settle your folio ?”

GUEST COMMENTS

“Please kindly fill out the guest comment. Your valuable input is highly appreciated”

TRANSPORTATION ARRANGEMENT

“Do you need taxi to be arranged ?”

ADVANCE BOOKING FOR FUTURE ARRIVAL

“May I assist you to make advance booking for your next visit to our hotel ?” 

THANK THE GUEST 

by: Edo Rahartadi (FOM Grand Istana Rama Hotel)

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LETTER FROM GOOD CUSTOMER

I’m the a good Customer, and I never complain either good or bad quality service given to me

When I come to the restaurant, I’m sitting quietly, while nobody greet me or even the staff is talking each other without asking if somebody has taken my order or not…
For all those thing, I tried not to complain, just be stable and patient…..

Sometimes I notice there are group of people come after me, and they are being served first rather than me, or even I get a bad condition of my money change from cashier without any further explanation….
For all those thing, I tried not to complain, just be stable and patient…..

When I come to a retail shop, I don’t want to make others feel bad, and I’m trying to understand others. If a sales associate feel offended and showing rude behavior as I just want to have a look first before decide it to buy.
For all those thing, I tried not to complain, just be stable and patient…..

When my food/ beverage order is taking a long time to be served without further explanation, I’m still keep on waiting…
For all those thing, I tried not to complain, just be stable and patient….

Do I complaint for such issue..?
No I don't
I never beg or grumble or try to get attention for such situation of my disappointment, especially make the staff feel down because of my complaint in front of other guest, since I know that....

I AM A GOOD CUSTOMER

But, do you know who am I ?

I am a good customer
I am customer who never complaint or grumbling
all at once
I am customer who will NEVER COME BACK

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Up Selling Skill

“Suggestive Selling” means encouraging guests to buy additional food & beverage.
An example of suggestive selling is suggesting an appetizer (snacks items) to go with beverage (wine, whiskey etc) orders. “Up selling” means suggesting more expensive and possibly better quality items. Instead of simply bringing a guest your house brand of scotch, you can up sell by asking, “Would you prefer Dewars or White Label?” when a guest orders the drink.

Suggestive selling and Up selling requires tact and good judgment. If guests know exactly what they want, don’t try to change their minds. However, you shouldn’t hesitate to suggest additional items that will improve guests’ meals. And learn to pick up on when guests want suggestions.

Suggestive selling might make you nervous. If so, it’s probably because selling reminds you of a pushy salesperson you’ve known. Using suggestive selling and up selling techniques, however, is not being pushy. These techniques are part of providing good service.

The key to effective selling is a good knowledge of the menu. You should know all of the products your restaurants sells. When you are completely familiar with the menu and how each items is prepared, you can suggest dishes confidently and professionally.

Effective Suggestive Selling & Up Selling Tips for Hotel & Restaurant

• Develop a “selling attitude”

• Be enthusiastic. It’s easier to sell something you’re excited about.

• Make food sound appetizing. Use word like “ fresh,” “popular,” and “generous” when describing menu items.

• Ask questions. Find out if guests are really hungry or just want something light; whether they like chicken or beef; or if they feel like having something hot or cold.

• Suggest specific menu items. Don’t simply ask: “ Would you like soup with your meal?” instead point out: “ A cold bowl of borscht would go nicely with your salad on a hot day like this.”

• Suggest your favorites. Try as many menu items as you can, and tell guests you’ve tried them: “you’ll like the chicken Kiev. It’s one of my favorites here.” But be honest- don’t say that something your favorite when it is not.

• Offer choice: “ Would you like a slice of our famous cheesecake or our homemade pecan pie for dessert?”

• Suggest the unusual. People dine out to get away from the routine fare they have at home. And most people don’t know what they want to order when they arrive.

• Suggest foods and beverages that naturally go together- soups and sandwiches, bacon and eggs, steak and baked potatoes, coffee and dessert.

• Compliment guest’s choice. Make guests feel good their choice even if they don’t order what you suggest.

• And remember to always ask for the sale. After you suggest and describe an item, ask if the guest would like it. A good way to do this is to describe several items and ask which the guest would prefer: “A glass of cabernet sauvignon (white wine) or light merlot (red wine) would go very well with your six-cheese lasagna. Which would you prefer?”

Posted by KKH-Komunitas Karyawan Hotel

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