Confrontation of front officeoperation Problems: front desk is especially important However. front desk work is often tedious and stressful; the pay is traditionally low; and there is rarely any chance for advancement Result 1. difficult to find well-qualified people 2. low turnover, frequent guest complaints, errors in the credit, and recurring problems of all kind
Confrontation of front officeoperation • Problems: front desk is especially important. However, front desk work is often tedious and stressful; the pay is traditionally low; and there is rarely any chance for advancement. • Result: • 1. difficult to find well-qualified people. • 2. low turnover, frequent guest complaints, errors in the credit, and recurring problems of all kind
Front desk success at Westin Seattle Front desk at Westin Seattle is efficient and accurate. Its occupancy_gears up to 95%o. Hotel English资料夹2003中国旅游统计htm Reasons for its success. 1. Far-sighted policies of promotion 2. thorough hiring practices 3. people-oriented management 4. efficient, well-organized system
Front Desk Success at Westin Seattle • Front Desk at Westin Seattle is efficient and accurate. Its occupancy gears up to 95 %...\Hotel English资料夹\2003中国旅游统计.htm • Reasons for its success: • 1. Far-sighted policies of promotion • 2. thorough hiring practices • 3. people-oriented management • 4. efficient, well-organized system
1. Far-Sighted policies of promotion Promotion from within" is a policy shared by all westin hotels when we hire a room clerk. we have to consider that we may be hiring a future general manager room clerk---night auditor---front office supervisor--- relief assistant manager---employment manager---assistant director(in 5 years) ---such a policy provides ample incentives for employees occupyI ng even the traditionally low-paying jobs
1. Far-sighted policies of promotion • “Promotion from within” is a policy shared by all Westin hotels. • ---“when we hire a room clerk, we have to consider that we may be hiring a future general manager.” • ---Room clerk---night auditor---front office supervisor--- relief assistant manager---employment manager---assistant director (in 5 years) • ---such a policy provides ample incentives for employees occupying even the traditionally low-paying jobs
2. thorough hiring practices Interview: an interview usually lasts for more than an hour It is not only about the related experience, aptitude for dealing with the public, but also about the interviewee s career goal understanding of the front office management etc New employee-orientation
2. thorough hiring practices • Interview: An interview usually lasts for more than an hour. It is not only about the related experience, aptitude for dealing with the public, but also about the interviewee’s career goal, understanding of the front office management, etc. • New employee-orientation
3. people-oriented management Its promotion policy can effectively stimulate the initiative of the employees Management training programs are available for 60% of its working staff
3.people-oriented management • Its promotion policy can effectively stimulate the initiative of the employees’. • Management training programs are available for 60% of its working staff
4. efficient well-organized system 1)its front desk performs 3 basic functions room clerk. cashier. and auditor. this may result in more knowledgeable employees, less fatigue, and a smoother operation
4. efficient, well-organized system • 1) its front desk performs 3 basic functions -----room clerk, cashier, and auditor. This may result in more knowledgeable employees, less fatigue, and a smoother operation
4. efficient well-organized system 2) Concierge service: can help reduce the rush and streamline of services at the front office performs a variety of guest services which previously be fell front desk employees 11. provides vip check-ins
4. efficient, well-organized system 2) Concierge service: ~ can help reduce the rush and streamline of services at the front office. • i. performs a variety of guest services which previously befell front desk employees. • ii. provides VIP check-ins
4. efficient well-organized system 3)Reservation system: contributes mightily to the success of the front desk operation i A separate department handing reservation ii. Huge facility for toll-free reservations l11. Computer-based reservation system can maintain information on room availability and bookings for full 52 weeks provide up-to-date information on each incoming guests in alphabetical order to the front desk
4. efficient, well-organized system • 3) Reservation system: ~ contributes mightily to the success of the front desk operation. • i.A separate department handing reservation. • ii.Huge facility for toll-free reservations. • iii.Computer-based reservation system can: • ---maintain information on room availability and bookings for full 52 weeks. • ---provide up-to-date information on each incoming guests in alphabetical order to the front desk
4. efficient well-organized system 4) High eficiency and proficiency of the front desk employees -Desk personnel seem to anticipate needs automatically One clerk can handle check-ins for 4 guests simultaneously, carefully dividing his attention among them and accomplishing without a hitch
4. efficient, well-organized system • 4) High efficiency and proficiency of the front desk employees. • ---Desk personnel seem to anticipate needs automatically. • ---One clerk can handle check-ins for 4 guests simultaneously, carefully dividing his attention among them and accomplishing without a hitch