tailieunhanh - Lecture Hotel management and operations (5th Edition): Chapter 4.6 - Michael J. O'Fallon, Denney G. Rutherford
As i see it: The management of the front office. This chapter is based on the experiences of Oliver Meinzer working in front office operations. The majority of the article is about the set up of key areas of the front office operation, namely the: Bellstand, Front desk, Guest relations department. | As I See It: The Management of the Front Office Oliver Meinzer Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction This chapter is based on the experiences of Oliver Meinzer working in front office operations. The majority of the article is about the set up of key areas of the front office operation, namely the: Bellstand Front desk Guest relations department Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Bellstand The Bellstand and its associates are so important because they are usually the first and last encounter the guest has with the hotel and its staff. Traditionally, the bell staff was considered “concierge”. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Bellstand Cont. The basic duties of a bell person include, but are not limited to: Handling incoming and outgoing luggage to and from the guest room. Greet arriving and departing guests as they enter or leave the hotel lobby Storage of luggage for guests Be present in the lobby area to answer any questions or assist the guests with any requests they might have. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Bellstand Cont. The bellstaff is the hotel’s eyes and ears, the ambassadors for the property. The Bellstand is usually located in the main entrance area, easily accessible for everybody, guests and staff. Another important item for the bell stand is a so called “trip log”. A simple spreadsheet where the staff marks the room numbers of check ins and check outs they performed. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Bellstand Cont. The Bellstand is a front of the house area with direct guest contact. It is very important that this area is kept clean and organized. It is important to hire the right candidates: look for applicants who are outgoing, comfortable with working in public, candidates with a good understanding of service, positive attitude, well groomed, and articulate. Copyright © 2011 by John . | As I See It: The Management of the Front Office Oliver Meinzer Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction This chapter is based on the experiences of Oliver Meinzer working in front office operations. The majority of the article is about the set up of key areas of the front office operation, namely the: Bellstand Front desk Guest relations department Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Bellstand The Bellstand and its associates are so important because they are usually the first and last encounter the guest has with the hotel and its staff. Traditionally, the bell staff was considered “concierge”. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Bellstand Cont. The basic duties of a bell person include, but are not limited to: Handling incoming and outgoing luggage to and from the guest room. Greet arriving and departing guests as they enter or leave the hotel lobby Storage of luggage for guests Be present in
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