Front Office Operations Guide 1110 Guestservice Team Members

Front Office Operations Guide, 1110 Guest-service Team Members A. The Purpose of This Policy The purpose of this policy is to define the responsibilities and quality standards for guest service team members. Image from Microsoft Office online, Feb. 2011 Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1110 Guest-service Team Members B. Front-office Staff The front-office team members (guest service agents and night auditors) perform an important role in every guest's experience and the achievement of the Hotel's overall image. Perform your duties in a courteous, friendly and efficient manner. You must show genuine interest and concern in satisfying guests' needs. Guest service agents and night auditors must be able to perform as telephone operators, reservationists and drivers when needed. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1110 Guest-service Team Members C. Front-office Visibility of Staff At least one guest service agent or substitute must always be visible to guests in the lobby. Do not leave the lobby unattended. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1110 Guest-service Team Members D. Special Front-office Services Guest service agents and night auditors make guests’ photocopies, handle mail, handle safe-deposit boxes and many other special services for our guests. You also perform “concierge” services for our guests. These services include, for example, making guests’ restaurant reservations, recommending local tours and attractions, checking flight schedules, arranging for guest transportation, arranging for airline tickets and printing boarding passes. Each of these services requires special knowledge. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1110 Guest-service Team Members E. Information and Knowledge Guest service agents, night auditors and reservationists must be knowledgeable on Hotel guestroom configurations, daily and future guestroom availability, in-house and upcoming groups, all Hotel services, Hotel special events, Hotel promotions and Hotel activities. You must also be knowledgeable on area history and attractions. Of course, you also need to know all of your brand’s policies, programs and quality standards. You must also be aware of the Hotel’s largest customers (volume accounts) and important clients. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1110 Guest-service Team Members F. Your Appearance All guest service team members must be well-groomed in clean, tailored-to-fit, pressed and approved uniforms with name badges. For detailed information on your uniform standards, see your Hotel -specific Guest Services Guide. G. Related Policy See also Policy 1710, Night Audit Uniforms. End GUEST SERVICES GUIDE © Marin Management, Inc.

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