Implementation should include
- greeting guests
- checking in guests
- assigning rooms (e.g., preparing keys)
- taking reservations
- handling telecommunications
- performing guest transactions
- providing information about area activities and attractions.
Process/Skill Questions:
Thinking
- What procedures need to be in place when greeting and checking in guests?
- What expectations does a customer have when checking in?
Communication
- How important are verbal and nonverbal messages to a customer as he/she checks in?
- What communication skills are needed at the front office for maximizing customer satisfaction?
Leadership
- How does a business determine who will be stationed at the front office when handling guest transactions?
- How is conflict handled when it arises at check in?
Management
- What special skills are needed to manage front office duties?
- What skills are needed when completing guest transactions?