Front office management I

TYPE OF ROOMS

ADJ ACENT ROOMS: Two rooms beside each other across the corridor
ADJ OINING ROOMS: Two rooms beside each other on the same side of the corridor.
CABANA: A room with a sofa cum bed ideally situated beside swimming pools or at beaches.
CONNECTING ROOMS: Two rooms with an interconnecting door, ideal for a family. DOUBLE RO OM: A room with one king -sized double bed.
EXECUTIVE ROOM: A room with additional features like internet connections, computer points, minibars, etc. specially designed for the business executive.
SINGLE ROOM: A room with a single bed. STUDIO: A room with a sofa-cum bed.
TRIPLET: A double room with one extra roll away cot.
TWIN ROOM: A room with two single beds separated by a head table.
QUAD: A room for four people fitted with twin beds or one double bed and two roll way beds.
QUEEN: A room with a queen -sized bed for single or double occupancy. J UNIOR SUITE: A room with a seating parlour and a bed.
DOUBLE SUITE: Two rooms, one serving as a living cum dining area and the other with a double bed.
SINGLE SUITE: Two rooms, one serving as a living cum dining are a and another with single bed.
TOURIST HUTS: An independent suite situated separately from the main hotel. They are found mostly in resorts for greater privacy and exclusivity.
EFFICIENCY: These are suites with a kitchen attached.

Non-Verbal Communication

Module VI Communication Skills PPTX

This describes all the sillent ways in which we display our feelings. Non verbal communication is conveyed in Our own facial expression, which can show a welcoming smile or a forbidding frown. Most of us are aware that we have “good days” and “bad days” as well, but in the reception they must all appear at least to be good days.
A favorable and welcoming expression can be readily created by observing several elementary non-verbal aspects of behavior.


Neat Appearance
A neat appearance is essential at all times in front office. As an individual neatly presented gives the impression of a well organized and well run department.


Personal Hygiene
Personal Hygiene is a very basic aspect of a non verbal communication, but one that cannot be over emphasized.


Posture
Both sitting and standing postures should be carefully attended to. Not only will the correct postures make us less tired at the end of the day but reflect efficiency and enthusiasm, or show disenhancement.
The whole attitude of the individual is frequently portrayed by the way in which they stand. Different postures can suggest, shyness, reluctance, aggressiveness, willingness etc. Be sure to display an upright stance with arms unfolded – a confident yet welcoming posture.


Eye Contact
Use of correct eye contact is one of the vital skills that is essential to any people industry. It is the non-verbal equivalent of using someone’s name. It establishes a personal contact and warmth and humour are only two of the important emotions that could be expressed through eye contact.


Social Skill
Social skill has been described as the way in which a person behaves towards other in different social situations. This can be characterized by the difference between receptionist behavior towards a VIP guest and their behavior towards the page that has been detailed the guest to the room. The receptionist will adopt a different style in each case.
Social skills are achieved by the coordination of verbal & non verbal behaviour in a given situation. Social skills like any other skills can be acquired. They deal with feelings and behaviour. It is essential that careful attention is given to any training programme that includes training in social skills. For a receptionist, certain simple social skills are easily acquired.


An attentive manner
In listening to a customer the receptionist should be interested and concerned about what is being said.


Tone of Voice
The tone of voice is important in conveying meaning as what is actually being said.

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