BACKGROUND

Hotel adalah suatu bentuk bangunan, lambang, perusahaan atau badan usaha akomodasi yang menyediakan pelayanan jasa penginapan, penyedia makanan dan minuman serta fasilitas jasa lainnya dimana semua pelayanan itu diperuntukkan bagi masyarakat umum, baik mereka yang bermalam di hotel tersebut ataupun mereka yang hanya menggunakan fasilitas tertentu yang dimiliki hotel itu.

CAREER IN HOTEL

• Receptionist / Front Desh Clerks 
• Housekeeping 
• Room Service 
• Executive Chef 
• Marketing & Iklan
• Akuntan
• Asisten Manager Hotel
• Manager Hotel

CASHIERING / FRONT OFFICE CASHIER

Front Office Cashier adalah  petugas hotel yang menangani keuangan kantor depan, dengan mencatat semua fasilitas hotel yang di gunakan  tamu dan menerima  pembayaran dari tamu–tamu pada saat check out.

Tugas & tanggungjawab Front Office Cashier :

  1. Penanganan pembayaran tamu hotel

  2. Pelayanan tukar uang asing(money changer)

  3. Pelayanan titip barang berharga

  4. Penyusunan hasil rekapitulasi hasi penjualan hotel

  5. Persiapan front office cashier

  6. Menyiapkan area tugasnya.

  7. Menyiapkan uang kontan yang di perlukan

  8. Menyiapakan harga jual yang berlaku saat ini

HOTEL PAYMENT

• Cash ; local curencies, forex, bilyet giro, travel cheque
• Credit Card ; amex, visa, master, JCB, BCA, Dinner
• T / A Voucher
• Guarantee Later
• City Ledger
• Payment Gate Away
• Debit Card
• Internet Transaction

SALES MARKETING

• Group Resume / Group Sales Arrangement 
• Banquet Event Order
• Inquiry Letter
• Confirmation Letter
• Regret Letter
• Credit Facility Form

FRONT OFFICE

• Registration Card
• Guest Card
• Key Holder
• Key Card
• Reservation Form
• Hotel Competitor
• Bellboy Errand Card
• Bellboy Control Sheet
• Night Audit Report

KNOWLEDGE OF FRONT OFFICE

• Spelling Board
• Numerical
• Direction
• Product Knowledge
• Body Language 
• Magic Word
• English

THE TASK OF TELEPHONE OPERATOR

• Handling Calls
• Making a Call
• Taking Messages
• Internal Phone Directory
• On Hold Music
• Paging System
• Wake Up Call
• Do Not Disturb and Silent Bookings
• Room Cut Off
• Guest Faxes
• Mail and Guest Mail
• Emergency Calls
• In House Movie System
• Taking The Order

COMMUNICATE ON THE PHONE

• What is the communicate on the phone?
• What is kind the type of the phone?
• How we are greeting on the phone?
• How we spell guest name?
• How we are connecting the phone?
• How we are taking a message for guest?
• How we found the guest name by guest in house?

WORDING

• May I have your name please?
• May I know who I am speaking to please?
• May I spell your name/guest please?
• Alright, Mr.Brown, let me cehck Mr.John is staying with us or not
• Alright Mr.Brown I will transfer to Mr.John room number
• Certainly, transfering you call now
• Thank you for waiting
• I am sorry the line is busy are you happy to hold?
• I am sorry Mr.John line is going to voicemail. Are you happy to be transferred to voice mail or shall I take a message
• May I have a contact telephone number for you please
• May I have a message
• Just to reconfirm your message
• Is there anything more I can do for you today? Thank you for calling ....... goodbye
• Is there anything further I can assist you with today Mr.Wong, well thank you for calling........ I wish a pelasant day

CUSTOMER EXPECTATIONS

• To feel welcome and respected
• To be dealt with friendly,efficient, and courteous manner
• To received help and assistant when needed
• To be in clean, comfortable surroundings
• To feel important-to be recognised and remembered
• To be listened to and understood

STEPS

• Greeting
• Identify the guest
• Transfer call
• Taking message
• Recap
• Last greeting and assistance

Sumber : Mr. Sarmad (Hotel Santika Premiere Bintaro)