ONBOARDING DEPARTMENT
Sara Sharpe
Created on March 20, 2024
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Transcript
Front Office Training
Start
Introduction
Check-In Orienation Examples
Index
Staff Interactions and Communication
Registration and Baggage Assistance
Guest Comfort and Convenience
Personalized Service and Efficiency
T
Technical Execution and Staff Knowledge
Elements of Luxury and Experiential Elements
Introduction
Next
Hello, in this course, you will learn about mastering arrival service standards in the hospitality industry. We will cover the guidelines and implementation strategies to provide exceptional service to guests upon their arrival. Read through the standards and watch the check-in orientation video example. Take the brief knowledge tests along the way. What you will learn: Understand the importance of staff interactions and effective communication in creating a positive first impression. Learn the best practices for registration and baggage assistance to ensure a smooth and hassle-free check-in process. Discover how to enhance guest comfort and convenience through thoughtful amenities and services. Join this course to gain valuable insights and practical knowledge on how to implement arrival service standards effectively.
Staff Interaction
Before watching the video please read each standard!
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- Staff acknowledges the guest when appropriate and reasonably possible.
- Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
- Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
- Staff readily smiles and maintains an engaging expression.
- Staff makes eye contact and keeps focus on the guest.
- Staff exhibits a genuine sense of interest and concern for the guest.
- Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.
- Cross-departmental channels of communication among staff are consistent and complete.
- The guest's name is used naturally as a signal of recognition.
- Staff closes interactions with polite, appropriate remarks.
- All staff encountered are wearing professional, clean and well-fitted uniforms.
- All staff encountered are extremely well-groomed.
- Staff maintains alert posture and behaves professionally in view of the guest.
- Staff does not decline any request without offering appropriate alternatives
- Guests are politely greeted within 30 seconds of arriving.
Registration & Baggage Assistance
1. Transportation
2. Luggage Assistance
3. Registration
- If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous.
- If hotel transportation service is utilized, a refreshing towelette was offered upon arrival.
- Baggage assistance is immediately offered by the staff. The guest is escorted or directed to the appropriate registration area.
- Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected It. Luggage is stored conveniently. Baggage arrives within 10 minutes of registration completion.
- Time from arriving at reception area until registration is complete does not exceed five minutes.
- Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room.
- Guest's email was confirmed during the check in process.
- Complimentary newspaper service is available to me upon request.
- All details of the reservation are accurate; departure date is confirmed during registration.
- The guest is offered an escort to their room.
- Orientation to the hotel is discreet and helpful, consisting of only relevant and important facts that do not overwhelm the guest.
Responsibilities
Guest Comfort & Convenience
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- The arrival service includes notable experiential elements.
- The service is handled without excessive delays or interruptions.
- Did the arrival process, staff or level of thoughtfulness stand out in a positive way?
Personalized Service & Efficiency
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- Staff acknowledges the guest when appropriate and reasonably possible.
- Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
- Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
- Staff readily smiles and maintains an engaging expression.
- Staff makes eye contact and keeps focus on the guest.
Technical Execution and Staff Knowledge
- Staff exhibits a genuine sense of interest and concern for the guest.
- Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.
- Cross-departmental channels of communication among staff are consistent and complete.
- The guest's name is used naturally as a signal of recognition.
- Staff closes interactions with polite, appropriate remarks.
- All staff encountered are wearing professional, clean and well-fitted uniforms.
- All staff encountered are extremely well-groomed.
Play
Play
Element of Luxury
The service is handled without excessive delays or interruptions.
If hotel transportation service is utilized, the apperance and hospitality skills of the staff are professional and courteous.
The Arrival service includes notable experiential element.
A refreshing towelette was offered to me upon my arrival if hotel transportation service is utilized.
Baggage assistance is immediately offered by the staff.
The guest is escorted or directed to the appropriate registration area.
Congratulations on completing this course. Scroll down for the arrival takeaways and press the complete button....