FRONT OFFICE

1. Interpersonal Skills

1.1. Engaging guests

1.1.1. Identifying what type of guests

1.1.1.1. Business guests

1.1.1.2. Wedding and other special occasion guests

1.1.1.3. Traveling guests

1.2. Non verbal skills

1.2.1. Body language

1.2.2. Facial expressions

1.2.3. Tone of voice

2. Procedures

2.1. Checking of availability

2.2. Enter a reservation

2.3. Payment

2.3.1. payment options

2.3.1.1. Cash

2.3.1.2. Debit/Credit card

2.4. Checking In

2.5. Checking Out

3. Technology handling

3.1. Communication system

3.1.1. Telephone

3.1.2. E-mails

4. Agullana, Samuel T. (HE1 12-1)

5. Sales

5.1. Upselling

5.2. Negotiation skills

5.3. Reservations

6. Safety

6.1. Data logs

6.2. Keys & cards

7. Call management

7.1. Greeting the caller

7.2. Inquiries

8. Complaint Assitance

8.1. Types of complaint

8.2. How to handle complaints

8.3. Guest empathy