Task
Learning Outcomes
a) Describe the relationship between the front office and the other hotel departments, and the tools required to facilitate this relationship
b) Analyse the key success factors in relation to guest satisfaction
c) Apply the full range of Front Office operations including preparation for guest arrivals, welcoming and registering guests, and organising
guest departures.
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Context:
Guest interactions are key in the accommodation industry as these allow guests to experience the quality of service based on encounters and service provided by staff. The check-in process is the ideal opportunity to create a good first impression as it allows guests to form an overall idea of the service they will receive throughout their stay. The role of the Front Desk agent as a representative of the property is to provide excellent face-to-face customer service whilst processing the check-in using the Opera Property Management System in a timely and efficient manner. This assessment offers students the tools to understand the various steps to perform a check-in using Opera and to develop the skills to interact with guest face-to-face, establish a rapport, and provide options to satisfy guest expectations.
Instructions:
Students will be required to process a check-in of one (1) previously created reservation using the Opera Property Management System (PMS).
1. Students will role-play a check-in scenario using booking information provided. During the role-play, students will be required to check-in a reservation (previously created in Opera) whilst providing quality customer service and demonstrating problemsolving skills within the allocated time of 10 minutes.
- On campus students will role-play the check-in conversation during class time with the lecturer acting as the guest. Students are expected to be prepared and attend class in Week 8 on time. Students who arrive late will not be provided with additional time to complete the assessment.
- Online students will be required to submit a video recording of themselves and another participant (friend, family member, colleague etc.) who will act as the guest. Online students will be provided with the check-in scenario information one (1) week before the assessment due date by the lecturer.
2. At the end of the role-play, students will be provided with two (2) scenarios related to tasks involved in daily arrivals preparation and guest requests. In this section the students will be required to describe the step-by-step courses of action that they would take to prepare for guest arrivals based on the given scenario (using the Opera Property Management System and other inter-departmental communication tools).
Students will be evaluated based on their knowledge of effective cross-departmental communications and operational/technical processes required to communicate and execute arrival preparation for the day. Time allocated for this task is 10 minutes.
Both on-campus & online students will be assessed on the following:
Technical skills:
• Retrieve and Confirm reservation
• Provide registration card and explain the purpose
• Confirm/obtain method of payment
• Explain deposit policies
• Room allocation
• Room move functions
• Enter membership number/preferences or special request
• Issue key and explain access to rooms
• Identify and Check-in Share reservations
• Update preferences, comments and requests in the system
• Routing functions
Customer service skills:
• Professional attire and grooming
• Professional communication
• Welcome guests, build a rapport and farewell guests
• Promote hotel facilities: cross-selling/upselling
• Acknowledge/Promote loyalty program memberships
• Identify and address customer needs and provide further assistance
• Problem solving ensuring satisfaction
Internal communication and Arrival preparation knowledge:
• Explanation of reports needed to prepare for check-in
• Identity departments to be contacted based on requests
• Identify a course of action to complete the request
• Describe the step-by-step process to communicate guest requests (using Opera and other channels).
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