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18 1: INTRODUCTION TO FRONT OFFICE OPERATIONS E X A M P L E 'A Word from the FOM (Front Office Manager)' Communicate, communicate, communicate. This is the most important thing for front office personnel to bear in mind. Communication is what most often breaks down and causes problems. Pass on information to other departments – and follow up: if you've asked someone to do something, check that it's been done. Communicate from shift to shift: there's nothing worse for a guest waiting for action on a problem or request than finding that 'the person who was dealing with that is no longer here, and we know nothing about it'.

7 Different types of hotels As we proceed through this Study Guide, we will be looking at general, and typical, ways of doing things, to give you a good basic grounding in the principles. However, you need to be aware that no two hotels are exactly alike. Each has its systems and procedures, and its unique 'character' and house style. If or when you are employed in a hotel (or other hospitality establishment) you will hopefully receive further training in exactly how that particularly organisation goes about things, and the particular systems and technologies it uses.

It allows quick reference to what has been agreed with the guest, to prepare for their arrival at the hotel. A C T I V I T Y 1 5 m i n u t e s Work through our earlier example of a telephone reservation, and fill the details into the specimen Reservation Form overleaf, as far as you are able to. 35 FRONT OFFICE OPERATIONS Hill Town Hotel RESERVATION FORM Arrival date: .............................. Est. arrival time: ............................ Nights stay:.......................... Room type: ..............................

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