Fronter training manual

Get help if more than three guests are waiting. Acknowledge other guests in line. Know key contacts and the location of additional help.

Checking in groups. Pre-register guests using information provided at time of reservation. Assign rooms using correct procedures. Handling credit problems. Treat the guest with courtesy and respect—empathize. Move the guest away from other guests if the situation becomes tense.

Follow card company and property procedures if the card has been stolen. Offer phone to guest to speak with credit card company.

Tracking missing reservations. Check spelling. Ask for confirmation number. Check under other names. Check company or group affiliation. Determine if the guest is at the right property. Handling non-guaranteed reservations. Know availability of accommodations at other properties.

Apologize for the inconvenience. Call other properties to secure accommodations for the guest. Help the guest with transportation to the other property. Encourage the guest to return at another date. Walking a guest to other accommodations. Know transportation options. Empathize with the guest. Apologize and reassure the guest. Take action. Explain options. Make lodging arrangements once guest decides.

Check for guest mail and messages. Providing information to guests. Know property's facilities, services, and hours of operation. Know meeting room locations. Know recreation facilities, times, costs. Know local area events, restaurants, businesses, recreation, etc.

Giving directions. Give street names. Use right, left, and straight directions rather than north, south, etc.

Describe any security concerns if guests are walking. Handling mail, voice mail, messages, incoming faxes. Determine guest's status registered, due to check in, or checked out. Notify the guest promptly, following property procedures.

Note the mail, message, or fax on the guest's reservation card. Understanding the telephone and other communication systems.

Log and make wake-up calls. Monitor and set phone status do not disturb and restricted usage. Know operation of telecommunications devices for hearing or speech impaired guests. Copies, faxes, etc. Entertainment tours, casinos, etc. Maintaining guest folios. Show correct use of computerized systems. Demonstrate correct procedures for: a. Split account folios. Master account folios. Ask the guest about the stay. Maintain eye contact and attention.

Use guest's name. Ask the guest if there are any recent charges. Post any outstanding charges. Present the guest folio and ask the guest to review and verify the charges. Determine and process the method of payment. Check for mail, messages, and faxes. Check for keys room, safe, mini-bar. Offer additional help transportation, baggage, directions, etc. Thank the guest for staying and ask him or her to return. Follow correct procedures for: 1. Late checkout. Express checkout. Video checkout.

Self checkout. Rachel Goodwin Dec. GavharIbrahim Jan. Search this site. L2A Consultancy Ltd - part of the L. Training Group Home. Course details. Examples of training. Fronter - an example of a room that may be made within your school MLE.

Fronter - Creating Learning Paths. All materials will be designed on-site for your school. Fully accredited at NVQ Level 2. Start and complete at your own pace. Cost effective and re-usable. How the program works 1.