COCU 4 : GUEST SERVICE OPERATION

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 COMPETENCY UNIT NO. AND TITLE I551-002-3:2017 C04 GUEST SERVICE OPERATION WORK ACTIVITIES NO. AND STATEMENT 1. PREPARE VIP GUEST ARRIVAL ACTIVITIES 2. HANDLE VIP GUEST ARRIVAL ACTIVITIES 3. PERFORM GUEST RELATION ACTIVITIES 4. ASSIST FRONT DESK FOR GUEST DEPARTURE ACTIVITIES 5. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017 - C04/IS(5/12) Page : 1 Of 13 TITLE: VIP GUEST REQUIREMENT PURPOSE : The purpose for these Information Sheet is to explain about the VIP guest requirement that have to be followed according to the establishment standard. KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 2 of 13 INFORMATION : Guest Preferences means guest histories, preferences, loyalty program activity and any other related information collected from actual or potential guests or customers of the Hotels. 1. VIP GUEST PREFERENCES 1.1 Methods for Getting Preferences Staff are to use both listening and observation skills in noting guests’ preferences. Examples would be : • Staff through conversing with guest learns that guest is a vegetarian. • Staff notices that guest is left handed while signing documents. 1.2 Classification of Preferences Preferences are classified into: ➢ Local Preferences ➢ Global Preferences ➢ Distinctive Preferences a) Local Preferences They are specific only to the particular hotel such as: • Balcony room in east side • Local newspapers • Prefers table 38 in Café Kool • Likes room to be serviced by Mary only

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 3 of 13 b) Global Preferences: These are common items that can be provided across all properties such as: • Golden Circle Preferences: • Amenities • Preferred time of turndown service in hotel • Preferred pillow type c) Distinctive Preferences: These are distinctive information about a guest that pertains to him/her only. Such information can only be gotten through staff: • Keen observations of guests’ habits • Through conversations with guests • And in recording them on our Guest Preference Pads Examples are: • Mr John Smith is left-handed • Mr Gary Lee is allergic to nuts • Ms Mary Seet likes to drink diet coke • Ms Caremen Coster prefers room temperature of 26 degree Celsius • Mr K.T. Tan likes to listen to flute music 1.3 Points To Consider When Collecting Guests Preferences When you record a guest’s preference, there are 3 points to consider before recording the preference: • Is the Guest Preference Accurate? • Is the Guest Preference Attainable? • Is the Guest Preference Actionable?

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 4 of 13 1.4 Guest preferences a) Food Preference (Vegetarian, Kosher) ➢ Some guest has special preference about their food consumption normally because of religion and cultural beliefs. GSA should be alert about this as not to insult them. b) Smoking/Non Smoking Floor ➢ Some guests are very particular when choosing smoking or non smoking floor because of health reason. c) Ladies Floor ➢ This particular floor is especially dedicated for ladies only to ensure their safety and security. d) Room Views ➢ Some guests have preferences when choosing the view for their room for example garden view and sea view.

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 5 of 13 2. PAYMENT METHOD 2.1 Types of settlement ➢ Personal Account ➢ Company Account • Company • Travel agent a) Personal account Guest pays the bill on their departure with : I. Cash-local II. Currency foreign exchange III. Travellers cheque IV. Credit cards I. Cash-local Cash has long absolute as a means of payment, because the amount involved can be quite considerable. Any hotels in existing on cash payment were probably losing a lot of business. The hotel must provide a cash float to allow the cashier to give change and the cash received must being stored safely. The bill should be printed paid by cash. The issue of a receipt is particularly important because the guest will have no other record of the payment.

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 6 of 13 II. Currency foreign exchange The hotels have to observe currency regulation and must be aware of current rates exchange which may change daily or even hourly. In the hotels there should be a notice board the current exchange rates as set by accounts. Figure 1 : Major Cash-Currency No Example Currency 1. Pound sterling 2. Australia Dollar 3. Euro Dollar 4. Singapore Dollar 5. Japanese Yen 6. US Dollar

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 7 of 13 III. Travellers cheque Traveller’s cheque is issued by manager bank and financial institution in different currencies and in fixed denominations. Customers have to sign their traveller’s cheque where they are issued, but they do not come valid until they are sign a second time in presence of the receiving cashier and ask for additional document evidence to identity as a passport. It is also common practise to note the room number on the river side in case any queries.

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 8 of 13 Comparison between Travellers Check and Personal Check: Description Travellers Check Personal Check Encashing ✓ Travellers Checks can be encashed at banks, travelling agencies or the place that issued the check. However, now many places have stopped encashing these checks ✓ Personal checks can be encashed only at banks. A person can give another person a check with their name on it but they would have to deposit it at the bank, which would then withdraw the money from the issuer’s bank Foreign Exchange Rate ✓ High exchange rate compared to currency ✓ Is on par with the rate of exchanging currency Safety ✓ Is a safer option compared to carrying currency as it requires the person’s signature to encash it ✓ Is a safe option as it requires the issuer’s signature on the check Fees ✓ A 1% to 4% charge is levied as commission by the business accepting it. ✓ The bank where the check is issued may also charge a small fee to issue the checks. ✓ Only conversation rate is charged Replacement ✓ Free of charge replacement, if the issuer remembers the serial numbers of the checks that ✓ If a check book or a check is lost, the issuer can call and ask to hold or cancel the check

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 9 of 13 were stolen or lost Advantage ✓ Free replacement if checks are lost or stolen ✓ A more secure way to carry currency as the check require signatures in order for the check to be cashed ✓ Not dependent on computer ✓ Check require the issuer’s signature in order for it to be cashed ✓ In case one loses the check, they can call the bank to cancel the check ✓ The person can issue the exact amount without having to play with denominations Disadvantage ✓ A list of check numbers have to be noted including each check that is spent ✓ These days many places do not accept traveller’s check ✓ Horrible exchange rates ✓ Requires a bank to cash a check ✓ Not every place will take a check

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 10 of 13 IV. Credit cards Credit cards now represent one of the main method by which bills are settle. Normally the credit cards that re accepted by the hotels are: ➢ Visa ➢ MasterCard ➢ America Express (AMEX) ➢ Diners Club International (Diners) ➢ JCB card (Japan Credit Bureau) Figure 2 : Major Credit Cards No Example Credit Cards 1. VISA 2. MASTERCARD 3. AMERICAN EXPRESS CARD 4. DINERS CLUB 5. Japanese Cards Bureau

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 11 of 13 b) Company Accounts Those accounts which are not settled directly by guest but are settle by: ➢ Company ➢ Travel agent a) Company If a company use the establishment regularly to house their staff, a credit arrangement is commonly sought and given. The company will pay the account. Always check the billing instruction has been confirm in writing on check in. Guest must agree to sign the account on check out folio to ensure that the establishment gets reimbursed or incentives by the company. Below are types of settlement by companies : ➢ Letter Of Undertaking A guarantee letter given by the company to authorised billing to company. Figure 3 : Example Of LOU EXAMPLE

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 12 of 13 ➢ Local Order (LO) A special method of payment only being practised by the Government sector. b) Travel agent Travel agent voucher arise when the guest pay with as the agency for his food and accommodation in advance. One copy goes to the hotel to confirm the booking and other is given to the guest for him/ her to present to the hotel when he/she register. Group tours organized by travel agent are often paid for by group voucher. The tour organizer is generally expected to agree the number of person or meals period to arrival. F i g u r e 4 Figure 4 : Example Of Travel Agent Voucher No Example Voucher 1. Travel Agent Voucher 2. Others Travel Agent Voucher

CODE NO. I551-002-3:2017 -C04/IS(5/12) Page : 13 of 13 SECTION A : SHORT ANSWER Fill in the answer in the space provided. 1. What is mean by “Preferences’? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 2. What is mean by Local preferences? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 3. List two (2) example of Local Preferences. _____________________________________________________________________ _____________________________________________________________________ (2 marks) 4. List two (2) example of Distinctives Preferences. _____________________________________________________________________ _____________________________________________________________________ (2 marks) 5. List two (2) example of Global Preferences _____________________________________________________________________ _____________________________________________________________________ (2 marks) REFERENCE : 1. Stutts A.T,Wortman J.F (2006), Hotel & Lodging Management: an Introduction,2nd ed,John Wily And Sons, New Jersey.ISBN : 0-471-47447-9 2. https://www.hospitality-school.com/hotel-guest-preference-procedure/

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 COMPETENCY UNIT NO. AND TITLE I551-002-3:2017 C04 GUEST SERVICE OPERATION WORK ACTIVITIES NO. AND STATEMENT 1. PREPARE VIP GUEST ARRIVAL ACTIVITIES 2. HANDLE VIP GUEST ARRIVAL ACTIVITIES 3. PERFORM GUEST RELATION ACTIVITIES 4. ASSIST FRONT DESK FOR GUEST DEPARTURE ACTIVITIES 5. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017 - C04/IS(6/12) Page : 1 Of 6 TITLE: UPSELLING TECHNIQUE PURPOSE : The purpose for these Information Sheet is to explain about the upselling technique requirement that have to be followed according to the establishment standard. KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017 -C04/IS(6/12) Page : 2 of 6 INFORMATION : Upselling is a sales technique that encourages customers to purchase additional or more expensive versions of a product. Upselling products often involves suggesting add-ons, larger sizes of a product or products with higher specifications. Upselling can also be beneficial for the customer experience, as encouraging a customer to purchase a larger product, for example, could help them to save money in the longterm which can improve their trust in your brand. 1. UPSELLING TECHNIQUE Upselling is often combined with cross-selling techniques. Cross-selling involves suggesting related or complementary products to your customer based on items they are viewing or have previously purchased. Combining these two methods can contribute to increasing sales and average order value. 1.1 Benefits of Upselling There are several advantages to businesses of upselling products. These can include; • Improving customer experience The nature of upselling gives customers the opportunity to view more products, allowing them to explore and compare their options. This opportunity for comparison can make customers feel as though they have bagged a better deal and that the business is considering their needs as a consumer. • Encouraging loyalty Successful upselling can also improve relationships between business and customer. If a customer had a positive experience previously shopping on your site, they attach value to your products or services and will continue to come back for the same convenient experience.

CODE NO. I551-002-3:2017 -C04/IS(4/12) Page : 3 of 6 • Improving the average order value One of the main purposes of upselling is to increase average order value (AOV). Higher AOV means more revenue for your business from fewer customers. Presenting customers with more expensive versions of a product that have additional features or come in larger quantities is an easy way to encourage customers to spend more in each transaction. 1.2 Purpose of Upselling technique • The primary reason why hotels decide to upsell is to generate more revenue. The entire hospitality industry stands to profit from the front desk upselling. • Surprisingly front desk upselling also has positive effects on hotel reputation. A study reveals that front desk upselling practices can increase guest satisfaction and boost the online reputation of hotels by a staggering 25%. Upselling can help hotels attract more guests through very positive online reviews. 1.3 Type of upselling technique • Add – Up In this technique, the front desk staff will persuade the guest to upgrade to a better room by high lighting the advantages of taking the room. for example : a guest who make reservation for standard room is persuaded by the GSO staff to take deluxe room which has bigger rooms and bigger beds size at only a small amount of additional cost. • Top Down Top down technique is most suitable for walk in. walk in guest will be suggested to take the most expensive room in the hotel. For example: Front Office staff will promote suite first. The guest will listen to the entire special feature the room offers. After telling on the benefit, in choosing the suite the staff will state the room rate and wait for the guest to decide.

CODE NO. I551-002-3:2017 -C04/IS(6/12) Page : 4 of 6 • Choice Reconfirmation Technique Offering ancillary services or room upgrades as soon as your guests arrive at your front office can easily backfire. The worst thing you can do is highlight some downside of the choice they’ve made. It can frustrate them and undermine the relationship with your front desk staff. Instead, you can try a choice reconfirmation technique. Tell your new arrivals that they’ve made an excellent choice and that you are sure they will be able to enjoy peace and relaxation in their accommodation. Reconfirm their choice and only then inform them about available upgrades. • Incremental Quotation Technique The incremental quotation technique can help your front desk staff capture more sales. The technique revolves around communicating the affordability of upgrades. It should paint the picture of the added value of your offer. When paired with an affordable upgrade price, it can interest new arrivals and often result in a sale. The technique is simple. Instead of offering expensive upgrades such as “Upgrade to a room with a kitchen; $150 per night,” you can lead in with a line, “For just an additional $25 per night, you can enjoy a room with a fireplace.”. • Special Request Technique For over 40% of people, online booking is a favourite way of booking rooms. However, websites often feature very little additional information about the hotels and available ancillary services and add-on items. Guests won’t ask about a service if they are under the impression that you don’t have it in your offer. Your front desk staff can easily fix it and ask a simple “Do you have any special request” question. Your front desk staff’s ultimate goal is to identify the unique guest’s needs and offer relevant services.

CODE NO. I551-002-3:2017 -C04/IS(4/12) Page : 5 of 6 • Rate Framing Technique Rate framing technique is a skill that your staff will have to practice in order to master it. Rate framing is when you offer something at a high price and then immediately follow with a special discounted price. The goal is to engage the new arrivals and make the offer very attractive. So attractive that your guests will have no other option but to say “yes.” For instance, your front desk staff can engage new arrivals with a spa treatment proposal in the following fashion: “The spa treatment usually costs RM150.00. This week we decided to offer it at a rate of RM100.00. Are you interested?”. Your front desk agents can simply ask questions that range from: “Would you like a room with a better view?” to “Would you like us to create a customized menu that suits your personal dieting needs?” Front desk upselling takes place during a conversation. It all boils down to knowing when to offer additional information about the offer and when to ask questions. 1.3 Upselling Technique Example Let’s take a look at a couple of hotel front desk upselling examples. A guest arrives before the check-in time. Instead of saying, “We are really sorry, but our check-in time isn’t until 3 PM, please come back later.” a good upselling line would go like this “Mrs. Smith, our official check-in time is 3 PM. Our staff is currently getting your room ready. However, we have a vacant deluxe room available right now for an additional rate of RM30.” A family with small children checking in is an excellent opportunity to upsell. For instance, “I see you are traveling with your family, and you’ll value all the additional space you can get. For only RM30 more, I can offer you a bigger suite with a fully equipped kitchen.”

CODE NO. I551-002-3:2017 -C04/IS(6/12) Page : 6 of 6 SECTION A : SHORT ANSWER Fill in the answer in the space provided. 1. What is mean by “Upselling’ _____________________________________________________________________ _____________________________________________________________________ (2 marks) 2. What is mean by “add-up”? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 3. What is mean by “top-down”? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 4. What is mean by “rate-framing technique”? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 5. List three (3) benefits of upselling technique. _____________________________________________________________________ _____________________________________________________________________ (2 marks) REFERENCE : 1. Stutts A.T,Wortman J.F (2006), Hotel & Lodging Management: an Introduction,2nd ed,John Wily And Sons, New Jersey.ISBN : 0-471-47447-9 2. https://www.upstay.tech/hotel-front-desk-upselling-what-it-is-how-to-do-it-more/

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 COMPETENCY UNIT NO. AND TITLE I551-002-3:2017 C04 GUEST SERVICE OPERATION WORK ACTIVITIES NO. AND STATEMENT 1. PREPARE VIP GUEST ARRIVAL ACTIVITIES 2. HANDLE VIP GUEST ARRIVAL ACTIVITIES 3. PERFORM GUEST RELATION ACTIVITIES 4. ASSIST FRONT DESK FOR GUEST DEPARTURE ACTIVITIES 5. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017 - C04/IS(7/12) Page : 1 Of 12 TITLE: VIP SERVICES PURPOSE : The purpose for these Information Sheet is to explain about the VIP services requirement that have to be followed according to the establishment standard. KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 2 of 12 INFORMATION : Product knowledge is a highly relevant skill for customer-facing retail employees, like sales reps. Besides being able to clearly communicate details about the product, the sales rep must be able to explain product benefits, offer alternatives, and even upsell or cross-sell other products. 1. PRODUCT KNOWLEDGE AND HOTEL FACILITIES 1.1 Important of product knowledge If they were not given a clear explanation of a product and its associated benefits, customers would leave your store for a competitor. Product knowledge ensures that won’t happen by arming your retail staff with all the necessary information they need to serve customers well. a) Increased sales From handling objections to clearly explaining complicated products, product knowledge ensures that your sales reps know how to sell. Statement 1 : Founder of Rekon Retail “Apple store employees are experts. They explain complex things like RAM and SSD drives in layman’s terms that are understood by everyone. Without the explanation, Apple might lose a sale. So, yeah, product knowledge is critical to selling.” Rebekah Kondrat, Founder of Rekon Retail

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 3 of 12 b) Enhance customer experiences Let’s say you as a Front Office Supervisor . A guest walks in to purchase two (2) unit of Deluxe room. Your staff explains in detail why this room is suitable to purchase include explaining all regarding the room facilities. Being satisfied with the benefits, the customer purchases the leggings. This is overall a good customer experience and helps Outdoor Voices stand out from stores where employees either know little about the products they sell, or don’t bother to explain the details. c) Improve employee experiences Employees are put at a disadvantage by not being able to answer a customer’s questions. Being updated on all products helps give them the confidence they need to handle the questions that come their way. Armed with extensive knowledge about your products, your staff is better equipped to handle complaints and objections. They know what they are talking about, i.e., they know the products you sell like the backs of their hands. 1.2 Hotel products ➢ Guest rooms ➢ Food and beverage ➢ Banqueting rooms ➢ Conference facilities ➢ Recreational facilities ➢ Health and wellness facilities ➢ Executive lounge ➢ Express check-in checkout services ➢ Travel desk ➢ Business centre ➢ Parking facilities etc.

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 4 of 12 1.3 Hotel facilities and Guest Service HOTEL FACILITIES ➢ Spa ➢ Semi open & outdoor restaurant ➢ Poolside bar ➢ Car parking ➢ Swimming pool/ Jacuzzi ➢ Public computer ➢ Disable rooms & Interconnecting rooms ➢ 24 Hour security ➢ Outside catering service ➢ 100 Seating capacity restaurant ➢ 150 Capacity outdoor terrace ➢ 45 Seating conference room ➢ 35 Seating private airconditioning dining room ➢ Water purification system ➢ Sunset boat trip ➢ Gift shop GUEST SERVICE ➢ 24-Hour room service ➢ Free wireless internet access ➢ Complimentary use of hotel bicycle ➢ Laundry service ➢ Tour & excursions ➢ 24 Hour concierge ➢ Meeting facilities ➢ E-Bike & horse cart rental ➢ Airport transfers ➢ Babysitting on request ➢ 24-Hour doctor on call

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 5 of 12 2.VIP GUEST HANDLING It generally begins at the time of the reservation process where all the departments must coordinate with each other efficiently and attentively to manage and control an effectual VIP and VVIP procedure. General Manager, Director of Rooms, Director of Operations or Director of Sales are those who usually approve the VIP and VVIP status of the guest. Generally, all these VIP guests are been pre-registered; the person who approves the VIP and VVIP status also presumes accountability for the guest’s credit status. ➢ In advance, the sales department has to inform the reservation team about the VIP and VVIP arrivals. So this advance time gives the reservation team to block the suitable room for a VIP and VVIP guest, must inform about the same to all department. ➢ While making a reservation a proper VIP and VVIP code need to be attached with the VIP or VVIP reservation on the PMS (Property Management System) software. ➢ Must tag VIP and VVIP code on the reservation because it helps other departments to easily know about the VIP or VVIP status of the guest and it allows them to do the required preparations. ➢ The status of these guest arrivals are been printed on the report of arrival list, departure list, housekeeping status list, etc. Also, in this new era hotel management software give pop-up and alert to the users whenever they will access the guest reservation i.e. “GM / AGM to meet on arrival“ ➢ Once you block the room for the VIP or VVIP guest, then the Front office team needs to send the VIP requisition form to the Housekeeping department and Inroom dining well in advance so that they have enough time to prepare and do the required arrangements. ➢ In case of any changes in the room number at a later stage then immediately need to inform about the same to the Housekeeping department and In-room dining. ➢ Always Housekeeping team should give top priority to VIP and VVIP arrivals, must release those rooms in the system as soon as possible and inform the Front office.

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 6 of 12 ➢ The housekeeping department does place all the complimentary VIP amenities in the room which is been blocked for them. ➢ Ensure that the welcome amenities should reflect the status and customs background of the guest. ➢ The Director of Housekeeping or Executive housekeeper must check and verify the room before they release then need to update the front office and inform them that the room is ready for check-in. ➢ On the day of arrival have to make sure that all the VIP amenities, supplies and special requests are been placed in the rooms. ➢ On VIP or VVIP guest arrival the front office team needs to inform the Front Office Manager, Director of Rooms, Hotel Manager as well as General Manager to greet and meet the guest. ➢ Must accompany the VIP and VVIP guests to the room and need to do procedures the check-in in the room. ➢ Need to fill up all the information appropriately while presenting the registration form to the guest. ➢ Must offer a guest a tour of the hotel as per their convenience and make sure that the staff who is escorting the guest have to give a courtesy call in 24 hours or probably before. ➢ Need to note down the name and room number of VIP and VVIP guests on the whiteboard at the Housekeeping department coordinator desk, at the operator’s desk, In-room dining desk, back and wherever is required.

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 7 of 12 2.1 Pre Arrival a) If the expected arrival time is unknown, the room(s) concerned shall be ready by 12 PM (noon). b) Coordinate with the Executive Housekeeper or Assistant. c) Double-check whether the Housekeeping Department is informed and that the appropriate complimentary orders slip has been correctly issued. d) Collect the Guest Registration Card from the Front Office Reception. e) Retrieve the necessary keys relative to the pre-blocked rooms concerned. f) Prepare the corresponding Welcome Card and the related letter one day prior to the VIP’s arrival date with the full name correctly written. g) Ensure that all necessary amenities are available and correctly placed in the rooms. h) Check the following information on the Guest Registration Card: 1. The complete name, 2. The room number, and 3. The departure date. i) Send the appropriate complimentary order slip to the Room Service Department together with the Welcome Card(s) and letter(s). j) Double-check with the Reservation Form in order to ensure that no special requests have been omitted. k) Shall the pre-blocked room have the “Vacant Dirty” status, the Registration Card shall already be placed in the room. l) If the flight details are available, confirm with the airline company agency the flight arrival time. m) Once the exact arrival time at the hotel has been confirmed, be in the Lobby Area 10 to 15 minutes before with the room key/card ready. n) Inform the Management Team about the VIP’s arrival.

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 8 of 12 2.2 Arrival a) All VIPs must be given extra attention to details: b) VIPs must be met upon arrival at the main entrance by the GROs/Assistant Manager and should be taken straight to the room for registration. c) The room or suites must be pre-assigned or blocked before the guest arrival. d) All special arrangements (i.e. flowers, fruits and etc.) must be in order (placed in the room) before guest check-in. e) With the availability of the expected time or arrival, the GROs/Assistant Manager and should be taken straight to the room for registration. f) Greet and welcome the guest with the appropriate sentence: "Good morning/afternoon/evening, Ms./Mrs./Mr. James”. g) Try to get a first impression of the guest’s mood in order to anticipate any of her/his needs/expectations/wishes. h) Introduce yourself, "I am Roger, the [Staff Designation]. of the hotel." i) Proceed to the room for the registration process by saying: "May I escort you to your room for the registration?" j) Make some light conversation on the way to the room and upon entering it, explain the key system if necessary. k) Ask for the guest’s passport or any official identification document and complete their Registration Card accordingly. l) Ask the guest to complete her/his address, occupation, mode of payment if on his own account and sign the Guest Registration Card. m) In the case of an Own Account settlement, inform or reconfirm the Room Rate. n) Confirm the departure time and offer assistance in reconfirming the flight ticket(s), if any. o) Check if any transport arrangement is required. p) Offer to show the guest around the room and explain the facilities available. q) Before leaving the guest’s room, provide her/him with your name card and offer assistance whenever necessary. r) Wish the guest a pleasant stay and assure her/him that her/his luggage will be sent up immediately, if not already on the way or in the guest’s room.

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 9 of 12 s) After leaving the guest, immediately inform the Bell Boy to send the concerned guest’s luggage up to the room. t) Check-in into the computer system that all the required data have been recorded, once you have passed the Registration Card to the Front Office Reception and that the room phone line(s) have been released. u) Conduct a courtesy call after 10 minutes to ensure that everything is in order. v) Bellman to control lift if it’s a VVIP that checks in. IMPORTANT: ➢ If royalty were to check in to make sure that the red carpet is laid and the GM/RM is informed about their arrival. ➢ Housekeeping has to be informed in advance so that the amenities placed in the room can be changed and butlers should be on the floor when the royalties arrived. 2.3 Departure a) Front Office should assign Bellmen to pick up the luggage from the VIP guest room by liasining with the VIP Personal Assistant. b) Front Office also should prepare tax invoice before the VIP departure and placed it in an envelope. c) Feedback form also is a crucial document in order to know the rates of service being delivered by the Hotel to the VIP guest. Feedback form can be delivered in either ways, such as place it in the guest room or ask the VIP to sit down at the lobby while giving them some drinks and they can fill out those forms. This way, Hotel can improve and investigate which side their lack of and improve their overall services. d) Top management or related personnel should escort the guest out of their room until they got into their car.

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 10 of 12 Figure 1 : Feedback Form

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 11 of 12 SECTION A : SHORT ANSWER Fill in the answer in the space provided. 1. What is mean by “Product Knowledge”? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 2. What is the benefits of knowing and understanding porduct knowledge? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 3. List three (3) example of hotel product. _____________________________________________________________________ _____________________________________________________________________ (3 marks) 4. What is the purpose of filling out Feedback form? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 5. List three (3) example of hotel services. _____________________________________________________________________ _____________________________________________________________________ (3 marks)

CODE NO. I551-002-3:2017 -C04/IS(7/12) Page : 12 of 12 REFERENCE : 1. Stutts A.T,Wortman J.F (2006), Hotel & Lodging Management: an Introduction,2nd ed,John Wily And Sons, New Jersey.ISBN : 0-471-47447-9 2. https://www.shopify.com/retailproductknowledge 3. https://www.tharabargate.com/index.php/services-facilities/hotel-facilities-guestservice 4. https://setupmyhotel.com/images/Guest_Feedback_format_sample.png 5. https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels/frontoffice-sop/827-check-in-with-a-vip-reservation.html 6. https://setupmyhotel.com/train-my-hotel-staff/front-office-training/306-vip-andvvip.html

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 COMPETENCY UNIT NO. AND TITLE I551-002-3:2017 C04 GUEST SERVICE OPERATION WORK ACTIVITIES NO. AND STATEMENT 1. PREPARE VIP GUEST ARRIVAL ACTIVITIES 2. HANDLE VIP GUEST ARRIVAL ACTIVITIES 3. PERFORM GUEST RELATION ACTIVITIES 4. ASSIST FRONT DESK FOR GUEST DEPARTURE ACTIVITIES 5. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017 - C04/IS(8/12) Page : 1 Of 8 TITLE: LOBBY DUTIES PURPOSE : The purpose for these Information Sheet is to explain about the Lobby Duties requirement that have to be followed according to the establishment standard. KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017 -C04/IS(8/12) Page : 2 of 8 INFORMATION : Nobody likes to wait. Whether it is in the post office, a doctor's office, a bank, hotel or government building, waiting can turn even the most mundane chore into an excruciatingly painful experience. To reduce frustration and keep client morale high, a lobby manager uses his or her knowledge to ensure everything runs smoothly. 1. LOBBY DUTIES The manager on Duty or the Night manager is primarily responsible for seeing the well being of the hotel and its guests during the night time. Also ensures the smooth and efficient operation of the hotel during the night shift. 1.1 Hotel lobby function People rarely give a second thought to a hotel’s lobby area, but it's one of the most critical parts of the building. Its design will leave guests either impressed and wanting to return, or indifferent and determined to choose another hotel next time. If hoteliers want travellers to choose their establishment, they have to place greater importance to their lobby. a) First Impressions Matter The lobby is your guest's first look at your hotel, and the impression it makes will leave a mark. You want people's first glimpse of your establishment to be a positive one. Think of what the outcome would be if guests entered a musty-smelling lobby and outdated furniture. If they don't immediately leave, you can bet they will never return for another visit. But if they arrive at a hall that's bright, welcoming, and smells good, they'll come back. If you're lucky, they'll even bring some friends. b) It Sets the Stage for Your Guest's Stay The hotel lobby is a hive of activity, with luggage abound as people arrive to check in or check out. Make things easier for your guests by ensuring the concierge and front desk are accessible. Give careful consideration to the front desk design. It shouldn't be too high or too low. There should always be a concierge available while the people operating the front office should be friendly and accommodating.

CODE NO. I551-002-3:2017 -C04/IS(8/12) Page : 3 of 8 c) It's Where People Wait and Socialize Perhaps the most critical function of the lobby is it brings people together. Whether your guests are organizing a day trip or a night out, you know they will be meeting with fellow travellers in the lobby. Plus, there's only so much that a hotel room can provide so you can expect people to head here to search for food, check the amenities out, or socialize. More importantly, the lobby is where your guests will wait, either for their friends or to check in or out. No one likes waiting, so a lobby that's comfortable, welcoming, and interesting will help pass the time in a pleasant manner. Figure 1 : Hotel Lobby

CODE NO. I551-002-3:2017 -C04/IS(8/12) Page : 4 of 8 1.2 Duties and responsibilities • Handle walked guests, guest concerns and resolve any problems experienced by guests or visitors in the absence of the relevant managers. • Be fully conversant with all statutory fire, legal, bomb, health and safety procedures and to take control in the event of an emergency. • Ensure the security of the hotel, it's guest and visitors through regular checks and patrols throughout the night in conjunction with set procedures. • Meet and escort all arriving VIP’s during night ensuring that their needs are satisfied. • Report any loss or damage to Hotel, guests or staff assets on the appropriate incident report form. • Conduct property rounds and prepare the Manager on Duty Report. 1.3 Tips on having a good lobby a) Utilize an integrated lobby layout First and foremost, you want your lobby to be welcoming. It should be a place guests feel inspired to sit down and spend some time. And it’s a positive feedback loop. A welcoming ambiance will encourage guests to linger, and people relaxing and enjoying the space will create a welcoming ambiance. But how do you get the ball rolling? A lot of it has to do with layout. The key to an inviting lobby is integration. Instead of designing a traditional lobby with a front desk and little else, try to blend in other functional zones. Places to lounge, places to eat, places to work—a variety of seating options will turn your lobby into a dynamic space your guests can enjoy, instead of just pass through. And if your staff are equipped with a tablet, you can skip the traditional front desk altogether.

CODE NO. I551-002-3:2017 -C04/IS(8/12) Page : 5 of 8 b) Add more plants There is a plethora of benefits associated with indoor plants. In addition to being aesthetically appealing, plants help filter pollutants out of the air, reduce noise levels, and alleviate stress. It’s the basis for the extremely popular trend of biophilic design. So add more plants to your lobby—it’ll be good for the wellbeing of your guests and staff alike. c) Offer food and beverages Nothing encourages people to sit down and relax quite like food and beverages. So consider having things to eat and drink on offer in your lobby space. It’ll go a long way in converting it from a simple transition space to the buzzing epicenter of your property. Depending on the size and culture of your property this can take many different forms. Full cafe and bar service will make sense for some hotels while a complimentary tea and coffee station will be the most practical for others. Whatever you choose, try and a throw in a little taste of the local culture—that’s what most of your guests are there for after all. d) Provide entertainment In addition to offering things to eat and drink, providing entertainment can do a lot to make guests feel welcome in your lobby. Whether you go as big as hosting live music or as simple as providing board games and reading material, the presence of entertainment will tell your guests they’re welcome to kick back, relax, and enjoy the lobby. e) Display useful information As the hub of your hotel, your lobby is the perfect place to display information relevant to your guests. And including info about the hotel as well as the surrounding community will undoubtedly be appreciated by them. Consider presenting transportation information and weather conditions (near exits), content about hotel amenities and events (near the counter and elevator banks), and info about local attractions and businesses.

CODE NO. I551-002-3:2017 -C04/IS(8/12) Page : 6 of 8 Figure 2 : Example of Lobby duties report

CODE NO. I551-002-3:2017 -C04/IS(8/12) Page : 7 of 8 SECTION A : SHORT ANSWER Fill in the answer in the space provided. 1. What is mean by “Lobby duties”? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 2. Who is responsible for Lobby Duties? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 3. What are the other name for Lobby Manager? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 4. List (3) task for Manager On Duty (MOD) _____________________________________________________________________ _____________________________________________________________________ (2 marks) 5. What is the function for Manager On Duty (MOD) checklist? _____________________________________________________________________ _____________________________________________________________________ (3 marks)

CODE NO. I551-002-3:2017 -C04/IS(8/12) Page : 8 of 8 REFERENCE : 1. Stutts A.T,Wortman J.F (2006), Hotel & Lodging Management: an Introduction,2nd ed,John Wily And Sons, New Jersey.ISBN : 0-471-47447-9 2. https://webrezpro.com/5-tips-for-making-the-most-of-your-hotel-lobby/

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 COMPETENCY UNIT NO. AND TITLE I551-002-3:2017 C04 GUEST SERVICE OPERATION WORK ACTIVITIES NO. AND STATEMENT 1. PREPARE VIP GUEST ARRIVAL ACTIVITIES 2. HANDLE VIP GUEST ARRIVAL ACTIVITIES 3. PERFORM GUEST RELATION ACTIVITIES 4. ASSIST FRONT DESK FOR GUEST DEPARTURE ACTIVITIES 5. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017 - C04/IS(9/12) Page : 1 Of 10 TITLE: COURTESY CALL PURPOSE : The purpose for these Information Sheet is to explain about the Courtesy Call requirement that have to be followed according to the establishment standard. KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 2 of 10 INFORMATION : The guest relation executives are to ensure that they give courtesy calls to all guests in house with the exception of groups and conference guests during the course of the day. Also to call the long staying guests on Sunday. This is done to make the guests feel cared for and also if they require any assistance, the same can be done for them. This is also done to follow up on departure details, billing instruction and guest feedback. 1. COURTESY CALL 1.1 Courtesy words and phrases • Please • Thank you • Use the guest’s name frequently, check to ensure you are pronouncing it correctly • I’m very sorry • Excuse me • Friendly greetings : Hello, Good Morning, Goodbye • You’re welcome • We appreciate your business • I’d be happy to do that for you • May I help you please? • I’m sorry to keep you waiting • Thank you for waiting / Calling • It was nice talking to you • Is there anything else I can do for you? • Its been a pleasure helping you.

CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 3 of 10 Figure 1 : Courtesy words and phrases to use 1.2 Courtesy behaviour tips • Show you are ready to help, and guests are not “interrupting”. Always Introduce Yourself. • Show that you remember – “It’s nice to have you back”. “Glad to see you again”. • Make eye contact and smile. Don’t interrupt, listen more. Invite guests to sit down. Offer refreshment. • Let guests “go first”. • Use “Please” whenever making a request of another person. Acknowledge people immediately, look at them and greet them. Volunteer to help: give information, ideas, suggestions or direction. Give sincere compliments and positive feedback. Use friendly statements like, ‘Enjoy your meal,” “have a nice stay,”” sure they will enjoy your gift.” “I hope you enjoy your vacation.” Act quickly. • Give people helpful warnings, “Please be careful of the extension cord” watch that step, “Mind your head”. • Escort guests instead of pointing or directing to their destination if possible. • Don’t’ make people wait unnecessarily and apologies if you have to. • Don’t’ give hurry to guests.

CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 4 of 10 • Volunteer to help your co-workers. • Stop what you are doing when guests approach and pay attention to them. • Ask your guests for their personal preference. • Offer to carry, hold or store things of the guests.. • Keep guests informed, explain what has and will happen. The best thing you can do for your guests is to give fast and efficient service with a courteous attitude using the appropriate words and behaviour. 1.3 Phrases to avoid Below are some other examples of phrases that should not be used in customer service and a set of courteous phrases that can be used to replace them. PHRASES TO AVOID PHRASES TO USE It’s company policy In this situation, I would Can you hold for a moment? If it’s OK with you, I’m just going to put you on hold while I get your details Thank you for your time today I’m glad that I was able to help [Customer Name], is there anything else I can help you with? If you check our website I’ll send you a link to a useful web page, and I can take you through it as well I don’t know Let me find out for you 1.4 Tips for Courtesy call a) Providing Reassurance and Immediacy To assure the customer that their query is a matter of importance, it is vital to provide them with a sense of immediacy. This is also courteous as the advisor is demonstrating that they understand the value of the customer’s time and that they are doing their bit to speed up the process.

CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 5 of 10 “Right away” Using this phrase signals that the process of solving the customer query has been enacted. For example: “I’ll contact the delivery driver right away and give them this new information.” “I’m currently” If the advisor informs the customer as to what they are doing to help them while still on the phone, they are taking control of the situation. This is courteous as it allows the customer to feel as if the problem has been “lifted from them”, while it is also a good tactic to minimise “dead air”. “Dead air” is a period of silence during a customer–advisor interaction, which may damage the rapport-building process. b) Offering a commitment During difficult queries, especially those where the customer has high emotional interest, making a commitment over the phone can help to comfort the customer, which not only helps to show courtesy, but also empathy. “I will” To make a commitment, “I will” is the obvious place to start. And following up on this promise will help to establish a basis of trust, which should encourage future customer loyalty. c) The Basics Let’s also look at the most common courtesy words, which can be sprinkled into an interaction as a signal of mutual respect. “Please” Don’t forget to say please when asking for information from the customer! Doing otherwise will seem rude and may damage any rapport than had been built previously. “You’re welcome” When a customer expresses their gratitude, saying “you’re welcome” shows that it has been acknowledged by the advisor. Such acknowledgement statements are a powerful tool in building rapport.

CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 6 of 10 Also, using “you’re” instead “you are” makes the conversation sound more natural, taking away the robotic tone many negatively associate with the contact centre. “Thank you” When the customer hands over their information or pays the advisor a compliment, it is important to say thank you. Common sense, right? “Sorry” As a representative of an organisation, it is courteous for an advisor to apologise when something goes wrong. However, an advisor should not say “we’re sorry”, “I’m sorry” should instead be used, so the customer can feel assured that someone has taken it personally upon themselves to resolve their query. d) Greeting a customer Being courteous in an opening statement is a great way to set the foundation for a strong customer–advisor interaction. “Good morning / good afternoon” According to our readers, good morning/ good afternoon is the best opening to a contact centre greeting, although “welcome to” and “thank you for calling” were also well received. These are polite and welcoming openings to an interaction and a full, courteous greeting should be phrased like the example below: “Good morning / afternoon! Welcome to [INSERT COMPANY NAME] customer service. My name is [INSERT NAME]. How can I help you?” e) Clarifying a situation There will be occasions when the customer feels as though they have fully detailed their query yet the advisor cannot quite understand the situation. In these scenarios, it is important for advisors to use courtesy phrases like those below, so that the customer does not feel as though the advisor was simply not listening to them.

CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 7 of 10 “Pardon me” While we earlier encouraged the use of contractions (e.g. “you’re” as an alternative to “you are”) to initiate natural conversation, when clarifying a situation, it is important to use the more formal “pardon me” instead of “what?” While “what” may be more natural, some people might still consider it rude, especially over the phone, where it is more difficult to convey tone. “Pardon me” is a good reflex phrase when an advisor has missed a small part of the conversation. However, when large chunks of information have been lost, “forgive me” is more appropriate. For example, it can be used in this way: “Forgive me, I didn’t catch your email address. Could you please repeat it for me?” f) Acknowledging a customer To build rapport, it is important that the customer feels that their thoughts have been acknowledged. However, during difficult customer–advisor interactions, where the customer has discussed an emotional situation, it is important to avoid the phrase “I understand”. This is because the customer may take offence at the suggestion that the advisor shares their emotions in some way. So, the following alternatives can be used to courteously acknowledge the customer: “I realise this is difficult” This is effective in terms of acknowledging a problem without voicing any personal thoughts on the matter. “Now that I’m aware, I will do my best” This can be used for situations that are not necessarily emotional and, with the repeated use of “I” in the statement, it shows that the advisor is courteously taking personal ownership of the matter.

CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 8 of 10 g) Closing the call It’s important to remain courteous for the full duration of the call, so customers feel comfortable in voicing more concerns or queries. This consequently boosts satisfaction. Courtesy Statements are Important When Closing the Call Is there anything else that I can do? Closing courtesy statements of this nature are important and should ideally be customary. Using this phrase also helps to highlight to the customer that there are no company time constraints on advisors that would prevent them from providing great customer service. 1.5 Courtesy call procedure The GRE prints the in-house guest list and personally calls the guests in the room preferably between 0900 to 1200 hrs and then from 1800-2100 hrs2. Before making the calls the GRE is to check the previous day’s list, to check on guests already called upon and guests having made a complaint or a request for assistance. This is done so that not more than one courtesy call is given to a guest during his stay. (For long stayers we call once a week)Also if a guest has made a complaint/ requested for assistance a follow up can be done with the guest. Check with the Duty Manager if any follow up is required with guests regarding departure details, billing instructions, etc4. A standard phrase has to be used such as “good morning, Mr./ Ms.__________ this is __________ (the GRE’s name). I am the guest relation executive of the hotel. I am calling, to check if there is anything I could do to make your stay more comfortable? If the guest tells you something, please record the same & action it. If the guest says No or Nothing,

CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 9 of 10 please say‘ In case you require any assistance do contact us at the Guest relations and we do the needful. Thank you very much. Have a wonderful stay ahead. In case a guest is unavailable, a voice mail message should be left on his phone, along with the extension number for him to call back on/ or a GR card sent to the room. Once the guest’s feedback is received the same is communicated to the hotel management. In case of immediate action to be taken, a detailed hand over is to be given to a fellow Duty Manager/ Guest Relation Executive to follow up and complete the job. This again should be notified in the log book for check at a later date. The courtesy call report is to be given to the FOM with guest’s remarks on a daily basis. Standardized phrases for checking on:- Billing instructions: Mr./Ms_______________ we wanted to reconfirm the mode of settlement of your bills at the hotel. Figure 2 : Courtesy Call Form

CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 10 of 10 SECTION A : SHORT ANSWER Fill in the answer in the space provided. 1. What is mean by “Courtesy call”? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 2. When is the suitable time to give Courtesy call to the guest? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 3. List three (3) tips for executing Courtesy call. _____________________________________________________________________ _____________________________________________________________________ (3 marks) 4. What is the purpose of filling out Courtesy Form? _____________________________________________________________________ _____________________________________________________________________ (2 marks) REFERENCE : 1. Stutts A.T,Wortman J.F (2006), Hotel & Lodging Management: an Introduction,2nd ed,John Wily And Sons, New Jersey.ISBN : 0-471-47447-9 2. https://www.shopify.com/retailproductknowledge 3. https://www.scribd.com/doc/55468893/Courtesy-Call-Process

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 COMPETENCY UNIT NO. AND TITLE I551-002-3:2017 C04 GUEST SERVICE OPERATION WORK ACTIVITIES NO. AND STATEMENT 1. PREPARE VIP GUEST ARRIVAL ACTIVITIES 2. HANDLE VIP GUEST ARRIVAL ACTIVITIES 3. PERFORM GUEST RELATION ACTIVITIES 4. ASSIST FRONT DESK FOR GUEST DEPARTURE ACTIVITIES 5. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017 - C04/IS(10/12) Page : 1 Of 10 TITLE: GUEST PROFILE AND FEEDBACK UPDATING PURPOSE : The purpose for these Information Sheet is to explain about the guest profile updating requirement that have to be followed according to the establishment standard. KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET