1. A presentation by Dr.
Ritesh Malik
DIRECTOR Woodapple
Reception Module

2. Being in front office of Woodapple
• It’s the most important task of our hotel.
Needless to say that our hotel’s face is the front
office.
• The family of Woodapple is governed by the law
of hard work and honesty.
• Thus this module will give you a lot of insight into
how you have to manage the guests.
• Please stay in touch with the module. I’m sure it
will be of a great help to you and ‘The
Woodapple Family’.

3. There will be times when due to
excessive work load the team
members may Disrespect your
authority; but keep in mind always
that nothing should change the
state of calmness in your mind..

4. Patience with everyone..! Be calm..!

5. Be Polite with everyone..!

10. Teamwork

12. Responsibility
• Take care of the people visiting the premise.
• Take care of the image of the hotel.
• Take care of the check inn process.
• Be a saleman to the guest visiting the hotel for
bookings.
• Have a courtesy code.
• You’re the mainstay of Human Relations in the
organisation; make sure you know how to deal with
the other family members, everything in this hotel
will be going through you, whether it’s the revenue,
the guest contact, the complaints, the kitchen
process, the purchase. Everything is dependent on

13. I hope you understand your VALUE
and try to give your best shot at
attaining perfection at what you’re
supposed to do and make a name
in the city for the hotel and our
Woodapple Family.

14. Honest

15. Check inn Process System

16. Politeness

17. Be confident that you can do..!

18. Guest
enters
the
reception
Ask for the Room area
incharge to evaluate
the room(WIRELESS); Stand up and
start the air receive with a
conditioner. Start the smile. ( make
room freshner. See if sure that all the
everything is working lights are on and
AC is on.
Ask the
guest to Call kitchen
relax and
start the for a
check inn welcome
process drink

19. Ask the team
to get the
luggage from
the guest and
transport it to
Ask the room Get the ID from the
the room. guest and politely
incharge to ask for the guest to
excort the wait untill the
process of
guest to the identification is
room and completed. Ask the
guest to sit back and
send the ID enjoy the welcome
safely to the drink and have a look
at the woodapple
room. library.
Ask if they GIVE THE MEDIA
would like to PACKAGE. Explain
get any other the facilities of the
hotel to the guest.
facility Explain about the
availed. Say property; the kitchen,
the local attractions,
WE ARE the room, and tell the
HAPPY TO WIFI code to the
guest.
HELP.

20. The Media Package
• The media package is a module for each guest
containing information about the
hotel(TIMELINE); the rooms; the banquet; the
kitchen and the local attractions of Delhi.
• This module will be kept at the reception and will
be given to the guest when he checks inn.
• While giving the module the guest should be
explained about the facilities page by page on
the module by the front office team.
• And after check out the Media Package should
be handed to the front office by the Room

21. STAND UP WISH
SMILE THE GUEST
ACCORDING TO
..! TIME
WARM
WELCOME
WELCOME I AM MANJU YOUR
FRONT OFFICE
TO INCHARGE AND I
WOODAPPL WILL HELP YOUR
CHECK INN
E PROCESS

22. The Welcome Drink

23. Stuart should wish
Introduce the the guest. And
guest with the should take a
stuart who will get Napkin dipped in
the welcome drink. fresh fragrance to
wipe the face and
feel fresh.
The stuart should I hope you liked
explain the guest the drink. And take
about the the glass away.
welcome drink and Thank you for
should mention choosing
that its Woodapple.
‘COMPLEMETARY’

24. The Woodapple team wishes you
a comfortable stay. And we are
HAPPY TO HELP. Give the
number of the Reception; The
kitchen and mobile number of The
GM and My number as well and
tell them that they are free to call
us anytime 24*7.

25. Customer Satisfation

26. Inspire team by your hardwork

27. Tour of the Woodapple Property

28. • Make sure that the Room incharge is escorting
the guest to the room.
• Tell the guest that you would love to show the
property. If they are willing they can call
Reception at anytime and can ask for a tour to
the property.
• This tour willl include The banquet; The kitchen;
The parking; The Restaurant; The office of the
GM; and other rooms; if the guest is from the
suite show him/her the deluxe and via versa.

29. Take the Guest from the
Room if he has already
checked inn. Tell about the
lift and its specialities that
it’s the most modern and
has glass wall.
Show the building from the front Start from the
and also go through the timeline (
when did this project start and banquet. Ask the team
what are the salient features). And to switch on all the
also tell about the metro stations
and near by local attractions. lights when on a tour.
Take to the stilt area.
Tell about the banquet
Show the parking and
precisely.
explain the speciality.

30. Take to the Kitchen
explain about the
kitchen in detail.
Show the office of the GM Tell about the chefs, the
and tell about the key food we make, the nv and
people involved in the v sections. Other details
project. about the place in detail.
Show the restaurant (keep
inn mind that the lights Take to the
should be switched onn reception area.
before whereever you go.

31. Tell about the location; the metro; The cost of the project.
On the way talk about the work we do
at woodapple. All the positive points
Escort the guest
of the organisation the occupancy;
the quality; the parties; the again to the room
conferences; the food; about the and wish the
chef; about the GM; the owners; give guest always and
a grandiose feeling for the always say thanks
organisation and keep showing him or
gher that youre very happy to work as
for choosing
a part of family for the woodapple. woodapple and
WE’RE HAPPY TO
HELP.

32. How to manage guests other than
Room check inn’s
• Always remember that who ever enters
the hotel; should be treated like GOD.
• He/she should be pampered like anything.
• Show them the hospitality which we have.
• Remember people who come into the
hotel are the best MARKETING for our
firm.
• They will help in mouth to mouth
communication.

33. Serve them with water( if a person for lower works) or with
welcome drink if for booking purposes or a high level
person, the front office staff should analyse the difference
and should give water or welcome drink depending on the
person.
SMILE
If GM is
present;
Be a
then let
salesman
him meet
the guest

34. Make sure you get the deal
• As the Front Office incharge; you should make
sure that you get the rooms; as many as
possible.
• Be very careful that every guest is very
important; everyone.

35. REMEMBER 1 THING YOU ARE
THE MOST IMPORTANT
CONNECTING LINK BETWEEN
THE CUSTOMER AND THE TEAM
OF WOODAPPLE; YOU’RE
EFFICIENCY AND POLITENESS
AND BEHAVIOUR WILL EFFECT
THE IMAGE OF ‘THE
WOODAPPLE FAMILY’.

36. Be a salesman
• Another very important task of the front
office team is to be the salesman when the
GM is not present. Be confident and
finalise the deals.
Take the contact
details of the guest
Be confident and and assure them that
Call the GM and let take the guest on you’ll manage
him talk to the the tour of the hotel everything. Intimate
customer. and the file of the GM about the
happy customers. customer and his
contact details.

37. Remember 1 thing: For The
Woodapple Family every customer
is important..! Each and Every.. As
Director of the family I would not
like even a single customer to be
dissatisfied. And it’s the duty of the
front office to take care of the
Quality and reputation of the
Woodapple family..! 

38. Phone Conversations

39. Pick up the phone as
soon as possible
Thanks you for calling mam..
And have a good day..! And Good(time) Welcome to
wait for the guest to keep the Woodapple..! How may I
phone before you hang up. help you..! 
Smile on the phone also..
Whatever is the query or service It’s a research which says
the guest wants should be done that front desk officials
immediately. who smile on phone
getmore happy customers.

40. Party
advances
and pax
costs
Guest room Corporate
tariff sales
FRONT
OFFICE

41. 1. Your job is to take care of the financial strength
of the family.
1. The cash inflow; the cash outflow; the purchases; the
kitchen expenses all go through a process involving you as a
delta.
2. Take care that there is no financial irregularity; there is no
unscrupulous activity regarding money discrepancy.
3. Have a look on the purchases and ask for the receipts and be
on a vigil that everyone including you is handling the
currency with an honest motive.
4. Any one suspcious should be immediately be communicated
to me.
5. Regarding the guest rooms; always try to take the Advance
before hand.
6. And never ever be careless about money; eg. If an extra bed
is put; do not forget it; don’t mishandle the minibar bills. Be
very careful. Our organization is dependent on money for
the survival of the woodapple family and its expansion.

42. Complaint and dissatisfied
customer management

43. OUR AIM

44. Communication Process
DON’T PANIC; WE
ANYONE ALL ARE HUMANS
I SHOULD BE AND WE WILL MAKE
IMMEDIATELY WHO FAILS MISTAKES..! BUT
INFORMED TO THAT WILL ACCEPTANCE OF THE
MISTAKE AND BEING
ABOUT A NOT BE A CAREFUL IS THE BEST
DISSATISFIED PART OF THE WAY TO BE HONEST
CUSTOMER..! WITH YOURSELF AND
FAMILY..! THE WOODAPPLE
FAMILY..! 

45. The Front Office File
• Carry a file always which contains all the
purposeful details of the work you do..
• Also, carry a small note in the file in which
you can write all the works you have to do
on a particular day..

46. Complaint Register Analysis
• Whenever you have free time; analyze the
complaint register and jot down points for
improvisation.
• Mark till which complaint you have
analyzed; so that the other team member
does not waste time in screening the same
complaints.
• In the file have a section for
communication of the complaint register to
me or the GM.

47. Log Book
• The reception should have a Log book which
should be signed by the guest while leaving
the hotel.
• All the good or the bad things about the hotel
should be written by the guest.
• It will be a source of analysis and marketing
for us.
• Maintaining the log book is your role.

48. Library of the Reception
• Make a list of the mibrry of the receptin and
timely check that all books are present.
• Make sure that the newspaper is kept always
at the proper position.
• Always make sure that the books kept on the
table of the reception should be kept in the
proper position If the position has been
distorted by the guest or a visitor.

49. Digital Photo Frame
• Timely change the photos on the digital photo
frame.
• As me what photos you have to show via the
media.

50. TV and Music media
• Add a pen drive to the tv and also; put soof
and saxophone and english songs for the
reception area..
• On tv always put english channels such as
discovery; bbc; cnn etc..
• Put a pendrive which shows about what we do
at Woodapple and who’s the woodapple
family.

51. Analysis of the team
• Keep an eye on other member of the team
and report to me if any kind of depreciation of
quality is tried on part of the worker.
• Keep your eyes open.

52. Ideas

54. 1 Mission Goal ‘satisfied customer’

55. Be Thankful to Woodapple Family and Believe
in God..! We shall definitely succeed..!