Confrontation of front
officeoperation
? Problems,front desk is especially important,
However,front desk work is often tedious and
stressful; the pay is traditionally low; and there is
rarely any chance for advancement.
? Result,
? 1,difficult to find well-qualified people.
? 2,low turnover,frequent guest complaints,errors
in the credit,and recurring problems of all kind.
Front Desk Success at Westin Seattle
? Front Desk at Westin Seattle is efficient and
accurate,Its occupancy gears up to 95 %...\Hotel
English资料夹 \2003中国旅游统计,htm
? Reasons for its success:
? 1,Far-sighted policies of promotion
? 2,thorough hiring practices
? 3,people-oriented management
? 4,efficient,well-organized system
1,Far-sighted policies of promotion
?,Promotion from within” is a policy shared by all Westin
hotels.
? ---“when we hire a room clerk,we have to consider that we
may be hiring a future general manager.”
? ---Room clerk---night auditor---front office supervisor---
relief assistant manager---employment manager---assistant
director (in 5 years)
? ---such a policy provides ample incentives for employees
occupying even the traditionally low-paying jobs.
2,thorough hiring practices
? Interview,An interview usually lasts for more
than an hour,It is not only about the related
experience,aptitude for dealing with the public,
but also about the interviewee’s career goal,
understanding of the front office management,etc,
? New employee-orientation
3.people-oriented management
? Its promotion policy can effectively
stimulate the initiative of the employees’.
? Management training programs are
available for 60% of its working staff.
4,efficient,well-organized system
? 1) its front desk performs 3 basic functions
-----room clerk,cashier,and auditor,This
may result in more knowledgeable
employees,less fatigue,and a smoother
operation.
4,efficient,well-organized system
2) Concierge service,~ can help reduce the
rush and streamline of services at the front
office.
? i,performs a variety of guest services which
previously befell front desk employees.
? ii,provides VIP check-ins.
4,efficient,well-organized system
? 3) Reservation system,~ contributes
mightily to the success of the front desk
operation.
? i.A separate department handing reservation,
? ii.Huge facility for toll-free reservations.
? iii.Computer-based reservation system can,
? ---maintain information on room availability and bookings
for full 52 weeks.
? ---provide up-to-date information on each incoming guests
in alphabetical order to the front desk,
4,efficient,well-organized system
? 4) High efficiency and proficiency of the
front desk employees.
? ---Desk personnel seem to anticipate needs
automatically.
? ---One clerk can handle check-ins for 4
guests simultaneously,carefully dividing
his attention among them and
accomplishing without a hitch.
officeoperation
? Problems,front desk is especially important,
However,front desk work is often tedious and
stressful; the pay is traditionally low; and there is
rarely any chance for advancement.
? Result,
? 1,difficult to find well-qualified people.
? 2,low turnover,frequent guest complaints,errors
in the credit,and recurring problems of all kind.
Front Desk Success at Westin Seattle
? Front Desk at Westin Seattle is efficient and
accurate,Its occupancy gears up to 95 %...\Hotel
English资料夹 \2003中国旅游统计,htm
? Reasons for its success:
? 1,Far-sighted policies of promotion
? 2,thorough hiring practices
? 3,people-oriented management
? 4,efficient,well-organized system
1,Far-sighted policies of promotion
?,Promotion from within” is a policy shared by all Westin
hotels.
? ---“when we hire a room clerk,we have to consider that we
may be hiring a future general manager.”
? ---Room clerk---night auditor---front office supervisor---
relief assistant manager---employment manager---assistant
director (in 5 years)
? ---such a policy provides ample incentives for employees
occupying even the traditionally low-paying jobs.
2,thorough hiring practices
? Interview,An interview usually lasts for more
than an hour,It is not only about the related
experience,aptitude for dealing with the public,
but also about the interviewee’s career goal,
understanding of the front office management,etc,
? New employee-orientation
3.people-oriented management
? Its promotion policy can effectively
stimulate the initiative of the employees’.
? Management training programs are
available for 60% of its working staff.
4,efficient,well-organized system
? 1) its front desk performs 3 basic functions
-----room clerk,cashier,and auditor,This
may result in more knowledgeable
employees,less fatigue,and a smoother
operation.
4,efficient,well-organized system
2) Concierge service,~ can help reduce the
rush and streamline of services at the front
office.
? i,performs a variety of guest services which
previously befell front desk employees.
? ii,provides VIP check-ins.
4,efficient,well-organized system
? 3) Reservation system,~ contributes
mightily to the success of the front desk
operation.
? i.A separate department handing reservation,
? ii.Huge facility for toll-free reservations.
? iii.Computer-based reservation system can,
? ---maintain information on room availability and bookings
for full 52 weeks.
? ---provide up-to-date information on each incoming guests
in alphabetical order to the front desk,
4,efficient,well-organized system
? 4) High efficiency and proficiency of the
front desk employees.
? ---Desk personnel seem to anticipate needs
automatically.
? ---One clerk can handle check-ins for 4
guests simultaneously,carefully dividing
his attention among them and
accomplishing without a hitch.
