Front Office Training.ppt

1.1 Front Office Department Goal The goal of every Front Office is to deliver the highest possible quality of customer service, and at the same time maximize on the sale of room and rate. Front Office Department Every member of the departments Front line has up to 100 customer contacts per day, 100 possibilities to give our customer that high quality of service he/she expects from a Kempinski Hotel Front Office. Summary of the Program The Trainers Goals Training is two way process There is no such thing as a stupid question If you have a better way lest us know about it Work as a team Have fun try things out The Link TRAINER Smooth enjoyable start Gives the job knowledge TRAINEE ? Has fun and feels at ease with the training ? Tries things out for himself and learns job What areas do you think we will cover in this training ? Our Department The Customer The systems that get your job done The Procedures that make up those systems The link of the individual areas within the Front Office Why is important that we train you ? The customer expects it You expect it The company expects it What does effective training achieve? It prepares us to do our job It ensures that department standards are maintained It helps keep our promise to the customer It keeps our department online with the rest of the hotel It helps to develop you How are we going to get you the Trainee through the objectives we have set A commitment to training A structured training Plan Course Breakdown by Day What departments link up to make FO Front Desk Cashiering Guest Relation Concierge Guest Service Telephone Operator Executive Club Floor Limousine Service Business Center Front Office Management Organisation Chart Concierge Reception Guest Relation Executive Floor Telephone Operator What is a Job Description ? Job Description JOB TITLE DEPARTMENT GRADE / LEVEL REPORTS TO RESPONSIBLE FOR REVIEWED BY SCOPE DUTIES/ RESPONSIBILITIES Job Description JOB PROFILE EDUCATION EXPERI