One of the critical issues is to satisfy your customer. You may achieve that goal if you help your staff to recognize their SOP in a decent way. I hope this tutorial helps tourism and hospitality educators and students to not widen the gap between the industry and the curriculum. Thanks go on to Jennefer Li, who add the value of the video included.

1.  
Dr. Karam Gomaa Zaki
25 Feb. 2015

3.  Roomdivision in brief.
 Front office hierarchy.
 Front office sections.
 Frontoffice overviewin the top five star hotels.
 Hotel corestandard.
 Service culture standard at Four seasonshotel.
 Sequence of service.
 Check in/out.
 Assignment and workshops.

4. SECTIONS OF FRONT OFFICE
DEPARTMENT IN HOTELS

6. Room Division Mgr.

7. SECTIONS OF FRONT OFFICE
 Reservation ,
 Reception,
 Registration,
 Bell desk,
 Concierge (information desk).
 Lobby,
 Front office cashier,
 Night auditor
 Telephone operator,
 Business centre

8. Sections of front office
 Door man
 Valet
 Chauffeur and car valet
 Lift attendant
 Parking area
 Left luggage room
 Guest safety locker
 Travel desk

9. Hotel Core Standards
 Core Standards of Guest Service
is the minimum level of service that
every guest will receive from the
moment a guest interacts or makes a
request with an employee, until the
interaction or request is completed.

10. Service Culture Standards
 Four Seasons S.E.R.V.I.C.E. Cultural Standards
 SMILE Employees will actively greet guests, SMILE, and
speak clearly in a friendly manner.
 EYE Employees will make EYE contact, even in passing, with an
acknowledgement.
 RECOGNITION All staff will create a sense of
RECOGNITION by using the guest's name, when known, in a
natural and discreet manner.
 VOICE Staff will speak to guests in an attentive, natural and
courteous manner, avoiding pretension and in a clear VOICE.
 INFORMEDAll guest contact staff will be well INFORMED about
their hotel, their product, will take ownership of simple requests,
and not refer guests elsewhere.
 CLEAN Staff will always appear CLEAN, crisp, well groomed
and well fitted.
 EVERYONEEVERYONE, everywhere, all the time show their
care to our guests.

11. Case study 1
FOUR SEASONS HOTEL CORE STANDARDS

12. Mission: To convey a sense of calm competence, and a deep
sense of respect for the guest’s time, convenience and
satisfaction.
 Phone service will be highly efficient, including; answering before 4th
ring; no hold longer than 15 seconds; or in case of longer holds, call
backs offered, then provided in less than three minutes.
 Staff on telephone will sound calm and organized, giving the guest good
impression.
 All guest contact staff will be able to answer basic questions about the
property, will take ownership of simple requests, and not simply refer
guests elsewhere.
 All staff, even in passing, will engage guests with a smile, eye contact
and acknowledgement.
 Staff will create a sense of recognition by using the guest’s name, when
known, in a natural and discreet manner.
 Staff will speak to guests in an attentive, natural and courteous manner,
avoiding pretension.
 Staff will always appear clean, crisp, polished and well fitted.

13. Sequence of Service
 Our working definition of Sequence of
Service/Task is the specific order that
service will be given to every guest, or
tasks will be completed. Each sequence
is created to consistently meet the Core
Standards and to ensure efficient and
effective service or completion of tasks.

14. CHECK-IN
Action of Sequence Check
1. Warm, sincere welcome, using guest name if known.
2. Receive the luggage claim check from the guest service agent
3. Locate reservation /Present registration card
4. Verify Information on registration card
5. Ask for ID or Passport (if first time Guest)
6. Establish method of payment (Confirm CC details if return guest)
7. Confirm Guest requests
8. Explain the upgrade if applicable.
9. Present any messages or packages
10. Present Reconfirmation Card
11. Verifying & issuing the correct key
12. Escort guest to the room performing hotel & room orientation
13. The staff will assess the needs of the arriving guests and mention features or
facilities of the hotel that are helpful and relevant to that guest.
14. Guest will be provided with a card listing important telephone numbers, voice
mail instructions and express c/o card
15. Offer a pleasant stay and thank the guest.

15. Check in/out Tutorial

16. Assignment 1
 Summarize the Checkout steps from the last video
from your point of view?
 2 points from the 30 points of your tips box. Grab the
bargain….hurry up.