How a front office manager develops and implements a plan to optimize the sales opportunities available to the front office staff
CONTENTS
Background
Bon Bon hotel (operated by D.B.F.P International Group). In the world, it has ten hotels. All of them locate in major countries and cities. In Hong Kong our group have three hotels. They are stand in Central, Wan Chai, and Tsim Sha Tsui East. All the hotels have more than 400 rooms and 20 suits. Bon Bon hotels are in the business and shopping district. A superb location overlooking Victoria Harbour, an elegant ambience.
Fully equipped business centre, including telex, fax, secretarial services, personal computers and meeting rooms, Indoor Roman swimming pool, Gymnasium, featuring high-tech workout equipment. Health centre featuring sauna, whirlpool, massage and reflexology, Shopping arcade Connected to major shopping centres connected to major shopping centres via air-conditioned walkways 450 rooms including 30 suites. All rooms have colour television, two-line telephone with international direct-dial, voice mail, and dataline, refrigerator, personal bar, individually controlled air conditioning, electronic personal safe and on command TV system with instant access to internet and e-mail. Most rooms with balconies offering magnificent harbour or city views ideal facilities for high-level executive conferences of up to 250 delegates.
Introduction
Training may be defined as the systematic development of an employee’s ability to carry out a task or job and of his standard of work, thus supplementing his education.
The employer also obviously has a duty to provide training; indeed it would be logical to say that it is his own best interest to do so. Such training given by employers will be designed to meet their own specific needs.
Developing objective
The need for training generally arises either due to the failure to achieve the objectives set out in the policy of the organization or due to changes the in the working environment caused by the introduction of new systems of operation or of equipment. In this section we take a closer look at these reasons and establish the type of training that can be given to overcome them.
A high level of resignations in the department may indicate isolated training needs in specific area. For example, a failure to achieve sales targets may indicate the need for sales training in all or certain departments in a hotel or similar organization. A failure to reach profit targets or expense budgets may indicate other inefficiencies due to inadequate training. Complaints from customers about inadequate or slow service may indicate poor supervision or an inability on the part of the staff to their job properly, while a high level of accidents or breakages would indicate a need for safety training. Low moral of staff, arguments and friction between staff and department can also reveal training needs.
Change in the working environment, perhaps caused by organizational adjustment or the introduction of new technology or system, and would also indicate a need for training.
Area for Promotion
In order to promote our hotel’s facilities, we would take the following steps to do so:
The 1st case:
When the guest come to the Front Office and ask us to recommend her/him some special / famous Chinese food restaurant. We could introduce to her/him our own Chinese restaurant, named Ming Yuen. Ming Yuen is supervised by a famous Chef with over 20 years of experienced in making Chinese food, especially in Dim Sum , employed from Beijing. He had worked at Hilton Hotel in Beijing as a Chief Chef for the past 10 years, and his food is always well-known for good quality, deliciousness, and freshness.
Ming Yuen would change their menu daily which make sure o