The first contact many guests have with your property is with your front desk employees. Make the most of that contact by fully preparing your front desk staff for everything from check-in to check-out.

With this comprehensive guide they will learn:

• How to use all front desk equipment, including the computer, printer, and telephone
• Every step of check-in procedures-from preparation to follow-up
• How to service guests during their stay
• Proper check-out procedures that leave a lasting, favorable impression
• And more!

This binder is divided into 6 tabbed sections:

• Overview
• Prepare to Train
• Present/Practice
• Follow Up
• Employee Knowledge
• Employee Skills

This guide provides the basis of a six-day training course for new employees and current employees. Tabs 2, 3, and 4 provide details on how to train new and current employees using the Job Knowledge, Task List, and Breakdowns.

This guide also provides information for the person training these new and current employees, such as:

• What Makes a Good Trainer?
• What are a Trainer's Responsibilities?
• What Should a Trainer Expect From Employees? — Employees With Disabilities, Language Barriers, and Limited Reading Skills
• Four-Step Training Method — Prepare, Present, Practice, Follow Up

The Employee Knowledge tab includes:

• Quality Guest Service
• Bloodborne Pathogens
• Personal Appearance
• Emergency Situations
• Lost and Found
• Recycling Procedures
• Safe Work Habits
• Manager on Duty
• Your Property's Fact Sheet
• Employee Policies
• The Americans with Disabilities Act

Employee Skill tab contains:

• Use the Front Desk Computer System
• Use the Front Desk Printers
• Use the Front Desk Telephone System
• Use the Facsimile Machine
• Use the Photocopy Machine
• Organize the Front Desk and Prepare for Check-Ins
• Use the Front Office Logbook
• Prepare and Use an Arrivals List
• Block and Unblock Rooms
• Set Up Preregistrations
• Begin Guest Check-In
• Establish the Payment Method During Check-In
• Secure Authorization for Credit Cards
• Issue and Control Keys
• Finish Guest Check-In
• Use Effective Sales Techniques
• Preregister and Check In Group Arrivals
• Show Rooms to Potential Guests
• Use a Waiting List When Rooms are not Ready for Check-In
• Relocate Guests in Sold-Out Situations
• Use a Manual Room Rack System
• Process Room Changes
• Process Safe-Deposit-Box Transactions for Guests
• Prepare a Cash-Only Report for Outlets
• Run Credit Check Reports and Collect Payments
• Process Guest Mail, Packages, Telegrams, and Faxes
• Maintain a Guest Information Directory
• Prepare Maps and Provide Directions
• Help Guests With Special Requests
• Repond to Questions About Facilities and Events
• Handle Guest Service Problems
• Cash Checks for Guests
• Pick Up, Use, and Turn In Your Cash Bank
• Post Guest Charges and Payments
• Follow Guest Privacy and Security Measures
• Process Wake-Up Calls
• Operate the Pay Movie System
• Process Guaranteed No-Shows
• Update Room Status
• Help Guests Make Reservations
• Process Guest Check-Outs at the Desk
• Adjust Disputed Guest Charges
• Transfer Allowable Guest Charges
• Process Automatic Check-Outs
• Handle Late Guest Check-Outs
• Process Late Charges
• Keep the Front Desk Clean and Orderly
• Update the Function Reader Board
• Reconcile Room Status With the P.M. Housekeeping Report
• Prepare a Current Status Report
• Perform Bucket or Tub Checks
• Perform a Night Audit
• Inventory and Requisition Front Desk Supplies
• Complete and Turn In the Shift Checklist
• Use Pagers, Two-Way Radios, and Public Address Systems
• Use Washers and Dryers
• Respond to Situations Requiring First Aid
• Respond to Emergency Alarms

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