General English Training Courseware for Hotel FronCONTENTS• Overview of Front Office Department• Basic English language used in the front office• Front Office Communication Skills• Front Office Emergency Response• Career Development in Front OfficeOverview of Front Office Department01Role and Responsibilities of Front Office Department• Greeting and seating guests: Front desk staff are responsible for welcoming guests to the hotel and assisting them with check in and check out procedures•Handling reservations and inquiries: Front desk employees handle incoming phone calls, answer guest questions, and process new reservations or changes to existing reservations•Providing information: Front desk personnel are knowledgeable about the hotel, local area, and any amenities the hotel offers They provide guests with information as requested•Checkout procedures: At check out, the front desk staff calculates the total amount due, collections payment, and prepares guest portfolios for accountingFront desk manager01 Responsible for overseeing the daily operations of the front desk, managing staff, and ensuring guest satisfactionFront desk supervisor02 Supervisors of the day to day activities of the front desk, assists in problem solving, and safeguards smooth check in/check out proceduresFront desk agent03 Handle guest services, perform check in/check out procedures, and provide information to guestsFront Office Organizational StructureQuality Requirements for Front Office Employees• Good communication skills: Front office employees must be able to communicate effectively with guests in English, listening attentively and providing clear and accurate information•Friendly and professional title: Front office staff should be accessible, p...
