Front desk reception manual

Could it be being clarified quickly? Are callers receiving care based, kindness and professionalism? Exist additional choices to produce more business that are not being capitalized on? It might seem like overwhelming, however, these 4 elements are essential, for both the engagement and retention in the top front desk agents combined with profitability and success in the business.

Thankfully, technologies are creating this quick and simple , straightforward. Something such as UPbook, for example, enables you to definitely track and monitor calls furthermore to scorecard your agents to optimize the client experience and incentivize worker performance. Business Industry Finance Management Exchanging. Hire for Cultural Fit The very first step to complete within our free receptionist training manual is hiring the most effective people for the task. Set happens To begin, always treat your front office staff based and kindness.

Identify Weaknesses Frequently occasions, despite our very best efforts, the important thing desk will make mistakes.

For example, not everyone will intuitively know how to program or set the alarm system for the office door. However, if they have access to the system programming guide they can easily follow the steps and successfully maintain the system for the office. Test your front office reception manual with the staff who are working actively in the position.

Allow them to read the manual and provide feedback on points that may need correction or clarification. This will help you to catch any important steps that may have been missed or delete any procedures that have fallen out of use or shifted to another area of responsibility. You may also want to test the procedures on an employee who is unfamiliar with the position since they can provide the perspective of a new employee.

Can they understand easily each step or task they should be completing in the front desk role? If they feel they need more information to perform the job, you may need to tweak the wording or add more explanation. When you have written, tested and revised your SOP manual be sure to have it reviewed and accepted by the department head or human resources department. The supervisor should sign the document since they will serve as the authority on the guidelines and be responsible for being sure that all the procedures are followed.

When the front office SOP document is completed and approved, print several copies and distribute them to each employee on the front office staff. Supervisors should also have a copy and one should be filed in the Human Resource Department for inclusion in the company-wide Policy and Procedure Manual. As your business grows it may be necessary to adapt and change some of your front office procedures, especially if your staff increases in size. Assign new roles, tweak specific routines and make sure you are in compliance with any government regulations by reviewing your SOP manual at least annually.

Make the necessary changes and inform your staff about the new procedures. Elisabeth Natter is a business owner and professional writer. She has done public relations work for several nonprofit organizations and currently creates content for clients of her suburban Philadelphia communications and IT solutions company.

Her writing is often focused on small business issues and best practices for organizations. Her work has appeared in the business sections of chron. She holds a Bachelor of Arts degree in journalism from Temple University. Before anything, the receptionist must be presentable in terms of tidiness. His hair must be nicely combed, face and clean, uniform tidy. A first impression is very important, whether a guest will think high of the hotel will depend on whom he met and how he was treated upon check in by Receptionist.

All guests arriving at your hotel have two basic needs. The first need is the service and accommodation you offer. You can satisfy this need by determining the type of service that the guest requires. The second basic need is that of recognition. You can satisfy this need by treating each guest as an individual and by making each guest feel welcome. Recognize and acknowledge guest immediately upon their arrival at the Front Desk. Personalize all conversations with guests by addressing each guest by name, as soon as it is known.

For the walk-in guest if rooms are available:. For the walk-in guest if no room is available:. Check with Reservations and advise the guest to check with us again or record in log book for future follow up. Attached the imprint to Registration Card for cashiers to check the credit limit. Cashier is informed by making a remark on the folio clearly. We will hold the room for guaranteed reservations under all circumstances, for those reservation without flight details, no arrival time, reservations will be released after hours if situation is critical.

Group check in. There should be a master folio for the whole group and individual follies for every group member. Staple together with rooming list, master list ,, group order, then put it in the in house group order file for filing. Before the group arrival, should be done by Sales Office. During the group check in, should be done by the Group Coordinator. After the group checked in, should be done by the Receptionist. VIP check in. Assistant Manager will follow up. Help the guest to fill out the R ,.

Cashier with correspondence. FIT check out. Cashier to prepare the bill for the guest. Cashier for reporting to the Security the following morning. Hotel check out time noon. Up to hours: half day charge. After hours :full day charge. Cashier for reporting to the Security the follow morning.

Cashier check out every single room in the computer. Remember adjust the master folio when there is any change, and also reproduce an update rooming list and master charge list which will be distributed to the department concerned. Late check out. Room blocking. Mark down the room NO. Room discrepancy report.

Write down the final status. The downgrade guest should be re-assigned a room as required the next day or as early as possible.

Under what kind of circumstance:. Shortage of rooms. Agreed by Sales department and tour leader first. Extension of stay. Departure notice. Cashier as well to prepare the bill. Card NO. Use block letters and put it in the key box. D Card against the authorization form. Courtesy call. The dialogue will be as follows:. This must be handled by the Assistant Manager on duty or the Guest Relation Officer for all the guests under the Category of full rate, VIPS and other programs on the same line, it should not include such as Cathy Pacific and also will not include all crews and groups.

Check Voicemails timely. Deliver Escrow checks and invoices to OA. Make sure chairs are pushed in and trash has been disposed of. On Fridays before you leave, make sure the machines are fully stocked with paper and toner and there is extra left out for the agents to use. From ordering the right amount of supplies to assisting the OA there is no task that is not deemed important as your act as the administrative liaison.

It might also be helpful to create additional tabs for this manual mapping out your daily tasks. That way anyone at any given time can provide coverage and make sure all your duties are completed. Ask OA and Manager first thing in the morning what you can do to help. Follow up with agent to ensure checks are returned to buyer or sent to escrow. It is a key part of your role to be a team player and assist your OA in any way possible.

You are an important part of the support staff in your office so always position yourself in a way where you are approachable and ready to lend a helping hand. Customer Service As was previously discussed, the Receptionist is usually the first person that clients come in contact with when they visit us in the branches.

Receptionist responsibilities that are related to Customer Service, whether internally or externally, are of the utmost importance.