Module 3
• Always be prepared to listen patiently to a guest’s chatter no matter how boring, politely, without giving offense, excuse yourself from the conversation to assist guests that are waiting for attention.
• Receptionists must not socialise with guests on a personal basis – do not make dates with guests or visit their rooms even if invited to do so.
• Staff are not allowed to use the bar facilities of the hotel at which they work.
Did You Know As stated in the beginning of this module, most accommodation establishments use computerised reservation systems. Tese systems (for example Semper, Opera, Fidelio, etc.) allows hotels to manage their availability, room status, reservations, registrations, etc. on the computer. It is advisable that students complete a short course in one of these programs as it will improve their employability.
Quote from the Semper website: Tis comprehensive PMS (Property Management System) has all the controls and features in place for any size hotel allowing you to easily manage your guest flow from the moment they book a room to the day they leave. Te system includes powerful management controls throughout, strong accounting, including debtors, all of which interface with accounting packages such as Pastel. Guest profiling and management ensures you are able to increase your return and referral guests. With integration to social media and surveys such as Trip-Advisor and your own internal surveys, you are able to benefit and take advantage of this new world. Implement a single integrated system for all your requirements starting with reservation management and adding Conference Management, Point of Sale, Stock Control, On-line Reservations for your own website, Channel management, all integrated in an accounting function that pulls all components together in a single system. Semper gives you the flexibility to sell your available rooms directly out of the system through your own website. With features like timed specials, multiple rate schemes, agent login and live availability, you can generate bookings 24/7.
Definition • Decor: a decorative style or scheme, as of a room
• Functional: designed for or adapted to a particular function or use • Illustration: material used to clarify or explain • Foyer: an entrance hall
• Immaculate: impeccably clean; spotless • Attentive: giving care or attention; watchful
• Interface: the point of interaction or communication between a computer and any other entity, such as a printer or human operator
Web links
• Examples of layouts in hotels:
http://www.acsac.org/2008/hotel/hotel-layout.png http://www.usdivetravel.com/YapFloorPlan.gif
• Front Office reservations systems:
https://www.semper.co.za/ http://www.micros.com/Solutions/ProductsNZ/OPERAReservationSystemORS/
Activity 3.1 1. Discuss the area layout of the front office in a hotel.
2. Illustrate, with the aid of a diagram, the layout of the reception area. 3. List five items that must be checked when a receptionist reports for duty. 4. List six basic rules of behaviour for reception staff.
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FutureManagers
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