1. CHAPTER 3

2. Perform appropriate communication
techniques with guests and colleagues.
 Display appropriate self-personality
 Exhibit positive first impression
 Practise effective verbal and non-verbal
communication
 Carry out effective giving directions to
guest and colleagues
 Apply appropriate sales techniques to
maximum revenue

3. Practise effective telephone handling
competencies.
 Apply telephone technical procedures
 Perform proper phone greeting
 Adhere to phone communication etiquette
Make use of information sources effectively
 Brochure
 Schedule
 Telephone list
 Others

4. Use contemporary technology devices in
front office operation.
 Property management System (PMS)
 Computer Reservation System (CRS)
 Cash Register
 Internet

6.  To be a good staff in frontline, we should have
an important skills and techniques in interacting
with guest and colleagues
 There are important skill and technique that
should be apply by the front line’s staffs. The
skill are
a) Good self-personality
b) Positive first impression
c) Effective verbal and non-verbal
communication
d) Effective in giving direction
e) Appropriate sales techniques

9.  The front line’s staff should have a good
personality
 It is important to build a good relationship
with the guest
 It is also to give a good image to the hotel
 To have a good self personality, the staff
have to:
a) maintain their self image – smile always
b) manage his personal grooming
c) concerns to the personal hygiene

10.  Tips for Male Front Office staff
a) Hair should be cut close
b) The uniform should be spotless and well-
ironed
c) Nails should be well-manicured
d) must used deodorant and perfume
e) shoes must always polish
f) a close shave is necessary
g) avoid bad breath

11.  Tips for the female front office staff
a) long hair should be tied up in a neat and
tidy bun or pony tail
b) Flat shoes with sturdy heels are advisable
c) stocking should always be clean
d) use light make-up to project a
professional working image
e) Excessive jewellery should be avoided
f) Fresh light fragrance is preferable
g) uniform must be clean and well-ironed

13.  The first sight or perspective or evaluation of
the customer or people towards us at the
first time we meet.
 It is based to your appearance, your body
language, your demeanor, and etc.
 The perception maybe right, maybe wrong
 It has been saying that “first impression is
the last impression”.
 So why not you take the chance to impress
your guest at the very first contact.

14.  The first impression happens to a person who
encounters new experiences such as a guest
who has just walked into the hotel at the
first time.
 Guest will be evaluates the hotel through the
service that he receive, the overall
appearance of the front office staff, and the
lobby.
 It happens at the first few minutes when he
arrives at the hotel.
 A clean lobby will conclude a clean rooms.

15. Hotels’ staff
 Easily to build a trust to the guest
 Guest will be like you - fell friendly
 Easy to cope with the guest – no fussy
Hotel
 Built a good image for the hotel
 Can produce a good mouth to mouth
 Makes guest think positive about the hotel
 It conclude the overall service at the hotel

17.  Communication is a process of sending
message from one person (sender) to another
(receiver) with the use of medium.
 There are two types of communication:
a) verbal communication
b) non-verbal communication
 Both types will influence the way we
communicate with guest
SENDER RECEIVER
FEEDBACK
MESSAGE

18. VERBAL COMMUNICATION NON VERBAL COMMUNICATION
 We explain to the
guest about the hotel
facilities, room rates
and etc.
 We present our body
language through
body movement,
facial expression, etc
READING WRITING
TALKING
VERBAL
cry sad

19. The seven Cs of the effective communication
1) Completeness
2) Conciseness
3) Consideration
4) Concreteness
5) Clarity
6) Courtesy
7) Correctness

21.  Guest who come to the hotel, normally visit
the place for the first time.
 In order to find out the interesting place,
guest need to ask somebody to get a
direction.
 So, the role of front office staff especially
concierge to have a skills in giving directions.
 The front office staff must have an extensive
knowledge about the places inside and
outside the hotel.

22. a) Starting point
b) State the duration
c) State the distance
d) State all the names of the road
e) Use simple direction methods
f) Use land marks
g) Provide map
h) Direction inside the hotel

24.  The main revenue for the hotel is selling the
rooms. It is followed by the facilities
provided in the hotel.
 Guest, who wanted to reserve the rooms,
booking the facilities, ordering food and
beverages for events and function will be
contact with the front office staff.
 This is why the front office staff needs to
have a salesmanship skills to maximizing the
hotel revenue.

25. How to maximizing the
hotel revenue?
Discuss with your friends
and give an opinion to
maximizing the hotel
revenue

26. There are FIVE (5) guideline that must be
followed by the front office staff to
maximizing the hotel revenue.
a) Know your product.
b) Know your guest.
c) Confident.
d) Communicate effectively.
e) Up-selling technique.

29. 1. Be prepared
Always be ready to answer phone calls by
having a pencil and paper with you for
writing information and taking messages.
2. Answer Promptly
Answer the calls by the third ring.
3.Use proper identification
Introduce yourself to the caller. By
introducing yourself, the caller becomes
more comfortable because it shows respect
to the caller.

30. 4. Speaking at the right tone
Using various tones can make the
conversation interesting. Do not speak
loudly or shout when handling phone calls.
5. End phone calls courteously
Always appreciate the caller by saying thank
you. Offer further assistance when ending
the call.

32. 1. Internal calls
 Internal call is a call within the hotel.
Internal calls consist of calls from staff
between departments.
 For example housekeeping department
staff making phone calls to front office
department. Phone calls from guests are
also part of the internal calls.
 Treat staff and guests equally when
handling their phone calls.
 Example: Thank you for calling front
office, how may I help you?

33. 2. External calls
 External call is a call from outside the
hotel. An external call consists of calls
from potential guests who want to know
more about the hotel. This is a very
important call because the decision
whether potential guests want to make
reservation with the hotel depends on how
the hotel staff treats the caller.
 Example: Good Morning. Thank you for
calling Shangri-La hotel. How may I help
you?

34. 3. Transferring calls
 Transferring phone calls happens when a
caller wants to speak with the person
from other departments or guest in
another room. Operator must memorize
all the extensions of every department in
the hotel so that the transferring can be
carried out easily.
 Example: Hold on please, I will transfer
you to Mr.____ in the ______ department
or room now

35. 4. To put a call on hold
When the line is engaged, the operator
must ask the caller whether he wants to
leave a message, or wait until the line is
no longer busy. Make sure the caller does
not wait for a long time. Check every 30
seconds and offer to take down the
message if the caller refuses to wait any
longer
Example: I am sorry the line is busy, do
you want to be on hold or can I take any
messages?

36. 4. To end calls
 When ending phone calls, politely express
your appreciation for the call. Do not
forget to offer further assistance.
 Example: Thank you for calling. Is there
anything else that I can help you with?

38.  Ask the caller, "To whom am I speaking?“
 Avoid unnecessary jargon and acronyms in your
conversations.
 Use the caller’s name in your conversation.
 Practice good listening skills.
 Make sure you speak clearly and are smiling as
you answer the phone; also identify yourself.
 Return calls promptly that have been left on
voice mail
 Learn how to handle several callers
simultaneously with ease and grace

39.  Before placing a caller on hold, ask their
permission first and thank them
 It is better to return a call than to keep
someone on hold too long. If the phone rings
back to you, you've kept them on hold too
long.
 Do not forget to return the call as you
promised.
 Do not permit the phone to ring into the office
more than three times.
 Always use a pleasant, congenial and friendly
tone.

40.  Never interrupt the person while he/she is
talking to you.
 Never engage in an argument with a caller.
 Do not handle an unhappy caller's concern
openly at the check-in and check-out desk.
 Do not make it a habit of receiving personal
calls at work.
 Do not answer the phone if you are eating or
chewing gum.

41. o Do not give the impression that you are rushed.
It is better to return the call when you can give
the person the time they need to handle the
reason for their call.
o Always get the best number (and an alternate)
and the best time to have a call returned to the
caller, especially if a manager or another team
member must return the call.
o Do not ever leave a message with someone else
or on voice mail regarding details of a delinquent
account. Instead, leave a message asking the
person to call the "Accounting Department."

42.  Always make collection calls in private and
away from the patient flow or public areas.
If possible, provide a telephone for
patients/customers/clients to use. An area
providing privacy is preferred.
 When hanging up the phone, make sure the
caller or person called hangs up first if the
phone is slammed on the receiver.
Otherwise, always hang up the phone, gently.
It is recommended a remote, handless
headset for the business staff. They are
wonderful.

43.  When you take a call, turn away from your
computer, desk, and other work. Don’t allow
other distractions to take your attention
away from the caller.
 Always have something available to write
with
 Answer calls by the second or third ring.
 Do not call a patient, customer or client's
home before 8:00AM or after 9:00PM, unless
they've given you permission to do so.

45. Information sources is important
 Brochure
It is a pamphlet used as a source of
information in a hotel. Normally brochure
could be found at the front desk or in
guestrooms. A brochure with a photograph
of a room can be very useful to the front
office staff when selling rooms.
 Schedule
Schedule of events provides information
about events happening in the hotel. It is
also known as events of the day.

46. Information sources is:
 Telephone list
Telephone list is an extensions of every
department in a hotel. Hotel’s telephone
operators need to memorize all the
extensions in the hotel.
 World Wide Web (WWW)
System of interlinked hypertext documents
accessed via the Internet. With a web
browser, guest can view web pages that may
contain text, images, videos, and other
multimedia and navigate of the hotel
between them via hyperlinks.

48. FRONT OFFICE TECHNOLOGY
DEVICES
Computer
Reservation
System (CMS)
Internet
Cash Register
Property
management
System (PMS)

49.  Computer systems differ from hotel to hotel.
 This is known as the property management
system (PMS).
 It contains a set of computer software
packages that supports a variety of front
and back of the house activities.
 By using PMS, information is made available
more quickly and current. Reservation staff
can do forecasting more accurately.

50.  For front desk staff, a guest’s history is
easier to obtain and also it enhances direct
and up to date guest billing.
 One of the advantages of PMS is that
housekeeping can be linked to the system so
that when rooms have been serviced or
vacant, this information is readily available
to front office department.
 Communication within all departments in the
hotel is much smoother with PMS. It allows
two-way communication between
departments in a hotel.

51.  Central reservation system or computer
reservation system is a computer based
reservation system
 Enables guest to make reservation in any of
the participating lodging properties at any
destination
 Typically deals with direct guests, travel
agent, corporate bookers etc.
 Operates 24 hours a day
 Normally equip with telephone, fax machine

52.  Can ensure confirmed reservation at all cities
for the guest
 Helps a guests get information and room
availability status for all group hotels and to
plan their itinerary in one toll free or email
to make reservation
 Have 2 types:
a) affiliated system
b) non-affiliated sysytem

53. Affiliated system Non-affiliated system
 All the participating
hotel units belong to
the same chain or
group
 Example :
 Holidex by Holiday
Inn Hotels,
Image by Hyatt Hotel
ITT by Sheraton
 Subscription-based
system, designed to
connect independent
or non chain
properties
 Examples:
 Leading Hotels of
the World (LHW)
 Small Luxury Hotel
of the World (SLH)

54.  Cash register is used to record cash
transactions and maintain cash balances.
 It can be interconnected with a front office
computer system to provide more control
over financial transactions and folio
handling.
 Printing devices for sales receipts and
imprinted voucher might also be included
with most cash registers. Front office cashier
is responsible for its operation.

55.  The Internet is a global system of
interconnected computer networks that use
the standard Internet Protocol Suite
(TCP/IP) to serve billions of users
worldwide.
 It is a network of networks that consists of
millions of private, public, academic,
business, and government networks, of local
to global scope, that are linked by a broad
array of electronic and optical networking
technologies.

56.  The Internet carries a vast range of
information resources and services, such
as the inter-linked hypertext documents
of the World Wide Web (WWW) and the
infrastructure to support electronic mail.
 The guides and descriptions of the hotel
in the Internet can build an image of the
hotel.