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Cards In This Set
| Front | Back |
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FRONT DESK IS...
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ROOMS DIVISON
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FRONT DESK INCLUDES
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PBX
DOORPERSON VALET BELLSTAFF CONCERIERGE RESERVATIONS FRONT DESK HOUSEKEEPING |
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PBX IS...
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PUBLIC BRANCH EXCHANGE
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PBX DUTIES
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*ANSWER INCOMING CALLS
*DIRECTED INCOMING CALLS TO THE CORRECT DEPARTMENT *HANDLE MESSAGES *HANDLE EMERGENCY CALLS *COMMAND CENTER FOR EMEGENCIES |
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WHERE ARE DOORPERSON...
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LUXURY OR DOWNTOWN HOTELS
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WHAT DOES A DOORPERSON DO?
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GREET GUEST
HOLD OPEN FRONT DOOR CALL CABS POSITION AT LUXURY HOTELS AND "CITY CENTER" HOTELS PART OF YOUR SECURITY STSTEM |
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VALET PARKING
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*FIRST AND LAST GUEST CONTACT
*MAY BE COMBINED WITH BELLSTAFF *OUTSIDE OF LAS VEGAS, FEES ARE CHANGED, THIS IS PROFIT CENTER FOR HOTEL *MAY BE CONTRACTED TO AN OUTSIDE COMPANY *MUST BE FAMILIAR WITH LOCAL ARE IN ORDER TO GIVE DIRECTIONS. |
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BELLSTAFF "BELL ON DESK"
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*POSTED IN LOBBY
*BELLCAPTAIN IS IN CHARGE *KEY GUEST CONTACT POSITION *ASSIST GUEST WITH BAGGAGE *HANDLE ERRANDS FOR THE HOTEL *MUST KNOW LOCAL AREA TO GUIDE GUESTS AS TO SHOPPING, ATTRACTIONS, DIRECTIONS *MUST KNOW HOTEL *EYES OF THE HOTEL *KEEP LOBBY ARE NEAT *MAY ALSO SERVER AS THE VAN DRIVERS AND OR VALET PARKING |
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CONCIERGE
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WELCOME VIPs
ASSIST GUESTS -dinner reservation -show reservation -city tours -personal guest needs such as gifts, salon or spa appointments |
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REVENUE MANAGEMENT (RESERVATIONS)
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TAKES RESERVATIONS
REVENUE FORECASTS MANAGES YEILD MANAGEMENT SYSTEMS ***SELLIG THE MOST ROOMS AT THE HIGHEST RATE POSSIBLE |
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RESERVATIONS MAY OCCUR EITHER FROM:
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HOTEL DIRECT INQUIRY
CENTRAL RESERVATION SYSTEM -(1-800 #) INTERNET BOOKNG SITE/TRAVEL AGENTS -last, unless their own site |
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TIMELINE FOR RESERVATION SYSTEM:
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1900s- LETTERS
1920s- PHONE 1960s- CALL CENTERS/INTERENT |
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DISTRIBUTION CHANNELS
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TRAVEL AGENTS
INTERNET (RATE GUARANTEES?) BRAND CENTRAL RESEVATIONS SYSTEM (CRS) |
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DISTRUTION CYCLE:
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HOTEL - CRS - SWITCH - GLOBAL DIST. SYSTEM (GDS) - TRAVEL AGENTS - INTERNET - AIRLINES
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RESERVATIONS - CRITICAL AREAS THAT SHOULD BE EXAMINED FOR TRAINING NEEDS INCLUDE:
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TELEPHONE ETIQUETTE
QUAILIFYING THE GUEST DESCRIBING THE PROPERTY (BENEFITS) PRESENTING THE RATE OVERCOMING PRICE RESISTANCE UPSELLING CLOSING THE SALE RECAPPING THE SALE |
