Front Office (February 24th)

On February 24Th, the whole class was in the front office of the hotel. Our mentor for the day was Michael. He told us a little bit about the front office departments. For example, behind the counter, AYS, and just overall in general what he does as a manager. I learned that Michael wished that he had been trained better with using the computer system. His biggest challenge is trying to accommodate what every guest wants. Mike taught our class about L.E.A.R.N and G.U.E.S.T because it is about the front offices' everyday routine. Learn stands for listen, empathize, apologize, react/respond, and notify. Guest stands for greet each guest, use each guest's name, establish guest needs, show sincere interest, and thank each guest. The most important thing of this department and throughout the whole hotel is that everyone communicates. Communicating comes in handy when there is a problem in the department. You want to make sure that you notify the manager. Michael's main job is to coordinate who solves problems, works with the housekeeping, works with sales, and the bellman to operate the hotel.