1100 Front Office Operations Guide 1102 Frontoffice Appearance
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1100. Front Office Operations Guide, 1102 Front-office Appearance Photo by Manderfeld, Feb. 2011, American Canyon, CA A. The Purpose of This Policy The purpose of this policy is to establish the quality standards of the front desk area. It is important that our front desk is immaculately maintained at all times. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.
1100. Front Office Operations Guide, 1102 Front-office Appearance A. The Purpose of This Policy (cont. ) The lobby is the most carefully and expensively designed part of a hotel and should be the most beautiful, so the front desk must reflect the Hotel’s beauty, cleanliness and organization. The front desk is the center of our Hotel’s activity. It is often the first and last place our guests see, so its appearance gives our guests their first and last impressions of the Hotel. It is the area most often visited by the Hotel's guests and makes the greatest impression of the Hotel's overall cleanliness and organization. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.
1100. Front Office Operations Guide, 1102 Front-office Appearance B. Our Front Desk Appearance Standards Follow these standards for keeping our front desk looking great: v Keep all surfaces clean and free from marks, scratches and ink spots at all times. v Do not attach notes, messages, announcements, etc. to computers, counters, walls or any surfaces visible to guests. Use the Guest Services Shift Log for notes and messages. v Keep office tools, such as tape dispensers or staplers out of guest view. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.
1100. Front Office Operations Guide, 1102 Front-office Appearance B. Front Desk Appearance Standards (cont. ) v Keep drinks out of guest view. Food is not permitted in the front-office area, except when you are unable to take a meal break away from the front desk. When this happens, keep the food out of view, and do not eat or drink while a guest is in the lobby. v Frequently empty wastebaskets so they are never full or overflowing, and keep them completely out of guest view. v Keep display racks for brochures, credit-card applications, etc. clean, full and neatly arranged at all times. v Keep guest and Hotel packages and mail completely out of guest view. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.
1100. Front Office Operations Guide, 1102 Front-office Appearance B. Front Desk Appearance Standards (cont. ) v Make sure light fixtures are working and that all fixtures of the same type have the same bulb type and wattage. v Wear the correct and complete uniform and be well groomed as described in the Employee Handbook and related policies in this Manual. Ï Do not allow employees from other work areas to linger at or behind the front desk. Ï Do not store items on the floor behind the front desk. v Do not have or use chairs and stools at the front desk. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.
1100. Front Office Operations Guide, 1102 Front-office Appearance B. Front Desk Appearance Standards (cont. ) v Keep the door to the back-office area closed at all times. v Do not display hand-written signs or announcements. v v Ï Display only literature and other materials approved by management. Keep all displays neat and clean. Do not keep any personal property at the front desk. If there is a side door or other door with direct access from the lobby to the front-desk work area, keep it closed and locked at all times. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.
1100. Front Office Operations Guide, 1102 Front-office Appearance C. Front-desk Staff Visibility At least one guest service agent or night auditor must be visible behind the front desk to guests at all times. Occasionally, this is not possible, such as when there is only one person working and he or she must run an errand. When this occurs, return as quickly as possible. Leave the front desk unattended as little as possible, so that telephone calls and guest visits are not missed. When you must leave the front desk unattended, take the portable telephone that is connected to the switchboard so that you can continue to receive and forward Hotel calls. Guest service agents must remain standing while at the front desk (not seated). End GUEST SERVICES GUIDE © Marin Management, Inc.
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