: Marketing. reservasi. Modul

Training Matcrial :practice

Modul

M . Y . O . HF r o n O r ffice

: M ar k et in g

Fungsi

o M em bu a tp a tro n ma rk e t s e g me n t dan m ar k et s o u rc e y a n g n a n ti n y a b e rg una b. aqim . a rk e ti nugn tu k m e l a k u k a na n a ti sa s t at is t i k . Target L a ti h an o D a p a t m e n e n t u k a nd a n m e m a s t i k a n m ar k et s e g me n t d a n m a rk e t s o u rce y ang a d a d a n me ma s u k k a n n y a ke dalams y s te m . o Hal diata sp e rl u ,s e b a bs e g m e n tm a rk et diper luk a np a d a s a a t m e m b u a t d a t a reservasi.

TrainingMaterial : Practice

M,Y,O.HFrontOffice

L a t i h a n6 : TOPIC : SEGMENT MARKET, MARKET SOURCE Bu atS egm entM ar ke ts e b a g abi e ri k u t: a.AiR b.COY c.F d.GOV C .H U f. IND g.TAL h .W I

A ir lines Com pan y/ C o rp o ra te Compliment G ov er nm e n t Hous eUse Individual TravelAgent W a l kI n

B u a t S e g m e n tM a r k e ts e b a g a bi e r i k u t: _ FIT Rate a. FIT b . G R P - G r o u pR a t e c. IND - Individual d . C O R P- C o r p o r a t e

r v l .L u . H

Rug


M,Y,O.HFrontOffice

L a t i h a n6 : TOPIC : SEGMENT MARKET, MARKET SOURCE Bu atS egm entM ar ke ts e b a g abi e ri k u t: a.AIR b.COY c.F d.GOV C .H U f. IND g.TAL h .W I

A ir lines Com pan y/ C o rp o ra te Compliment G ov er nm e n t Hous eUse Individual TravelAgent W a l kI n

B u a t S e g m e n tM a r k e ts e b a g a bi e r i k u t: - FIT Rate a. FIT b . G R P - G r o u pR a t e c. IND - Individual d . C O R P- C o r p o r a t e


M.Y.O.H FrontOffice

sEcTroN3

RESERVATION

Modul

: Reservation

Fungsi

o M enc a tadt a ta re s e rv a sdi a ri a g e n t a tau c o m p a n yk e p a d ap i h a kH o t e l . " M e c a t a t d a t a d e t a i l m e n g e n a ig u e s t y a n ga k a nc h e c k - i n . o M enga tu rra te y a n g s e s u a iu n t u k a g e n t a t a u c o m p a n yy a n g s u d a h m e m p u n y a i r es er v a s i . Target L a ti han Dapat m e n c a ta ts e ti a p re s e rv a s iy a n g m a s u k d e n g a n m e l i h a t k o n d i s i room a v a i l a b i l i tdye n g a nc e p a t . Dapat me n c a ta t ra te u n tu k r es er v a syi a n gte l a hd i b u a t.

data

TrainingMatcrial : Practice

M.Y.O.H FrontOffice

L a t i h a n7 : TOPIC : GUESTRESERVATION a . Mr . Her m anr es e rv e1 0 k a ma r y a n g te rd i ri d a r i 7 k a m a rs t a n d a r dd a n 3 k a m a rd e l u x ed e n g a na g e n t AS I A N T & T unt u k ta n g g a l 2 5 Ok to b e r s /d Zg O k t o b e r2 0 0 0 .B i l l i n gi n s t r u c t i o n n ySae m u at a g i h a n r o o m k e a g e n t d a n s e l a i nt a g i h a nr o o m a d a l a h p er s ona I ac c ountr i ra s i n g -m a s i n g . b . P a d at a n g g a l2 6 O k t o b e rM r H e r m a nm e n g i r i m k a n GR O UPRE S E RVA T IO N k e H o te t,y a i tu : L IST - M s .R i n i - M s .R i n a - Mr.Dani - Mr.Daud - M s .R e n n y - M s .W a t i - M s .E r n a - M s .E r n i - M r . R a h m a t - Mr. Ek o c . S e h a r si e t e l a hr o o m i n gl i s t d i k i r i m k a nM , r. Herman m a n a m b a h3 k a m a rl a g id e n g a nt y p e D e l u x ey a n g mer upak ant am u V IP, d e n g a nra te p e rma l a mR p. 5 0 0 . 0 0 0i n c l u d i n B g reakfast. d.Mr. Herman confirm kembali ke Hotel untuk me m bat alk an r es e rv a ti o n -n y a2 k a m a r d a ri 3 k a m a r D e l u x et a m u y a n g V I P , d e n g a na l a s a na d a y a n gt i d a kd a t a n g . S e h a r i s e b e l u m g r o u p - n y ad a t a n g , M r . H e r m a n co n fir m k em bali m e n g e n a i c a n c e l re s e rv a ti o nnya ya n g 2 k am arV I Pt id a kj a d i c a n c e l

Training Material : Practice

M.Y.O.H FrontOffice

e . M r . T haluvdan Mrs . T a s y are s e rv a sm i e l a l u iJ AV A TO UR1 k am ar d e l u x ed a n m i n ta k a ma r S e a V iew u n t u kt a n g g a 2 l 5 Oktobe2 r 0 0 0 ( s a t um a l a ms a j a ) . M e r e k ab e r m a k s u d p a d at a n g g a l2 6 O k t o b e r2 O O 0 c h e c ko u t , t e t a p i a g a k m a l a md i k a r e n a k a m n asih a d a h a l y a n g h a r u sd i k e r j a k a nB. i l l i n gI n s t r u c t i o n u n t uk Room dan Bre a k fa s td i ta g i h k a nk e Ag ent, s e d a n g k atna g i h a ny a n gl a i np e r s o n aAl c c o u n t .

.!r. r ,(J.n

pa

l'raining Material : Practice

M . Y . O . HF r o nO r ifice

SECTION4

REGISTRATION

Modul

: Registration

Fungsi

o M en- c h e c k -i n -k a ng u e s t b e rd a s a rkan dat a y a n gte l a hd i b u a td a ri re s e rv a s i . o M e n - c h e c k - i n - kgaune s ts e c a r aw a l k - i n . o M elak u k a np e ra w a ta nd a n p e n g e c ekan guest rate Target Latihan o Dapat m e n g e rti p ro s e s me n -c h e c k-i nkan guest apabila melalui proses r es er v a s i . D a p a tm e n a n g a npi r o s e sg u e s tw a l k i n . D a p a t m e l a k u k a nr a t e m a n a g e m e n /t pengec e k agnu e s tra te ,j u g a a p a b i l aa da gues ty a n g e x te n da ta u e a rl yd e p a rtu re.

T r ai r )i n g M i t t c r i a l: P r a c t i c o

M . Y . O . l lF l o n O t llicc

L a t i h a n8 :

TOPIC : GUESTCHECK-IN a . G r o u pd a r i M r . H e r m a nc h e c k - i n t e t a p it i d a ks e m u a m e m b e r s - n y ab e r s a m a a nd a t a n g c h e c k - i n ,y a n g c h e c k - i nt e r l e b i hd a h u l ua d a l a h: ) M s .R i n i, M s .R i n a, M r . D a n i , M r . D a u d b . G r o u p d a r i M r . H e r m a n d a t a n g s e m u a n y ad a n chek-in. c. Ms. Rini c onf ir m k e R e c e p ti o nk a l a u a d a y a ng m e n c a r i n y a d a d i P O O LD . a n a d a m e s s a g eu n t u k M r . D a u d ,n a n t ij a m 1 7 . O O M s .S u s ia k a nd a t a n g . d . M s . R i n i a k a n m e m p e r p a n j a nsgt a y - n y ad i h o t e l sam paidengan30 Ok to b e r,u n tu k e x te n dra te -n va s e m u ad i c h a r g e k apne r s o n a l . e . Mr . Daud c om pla i nk e h o te l k a re n aA C n y a ru s ak d a n m i n t ap i n d a hk a m a r . f. Mr . T haluv/ M r s .Ta s y ac h e c k i np a d ata n g g a ly a ng t e l a hd i r e n c a n a k a n .

.\l.Y.u.H

poge2tffi

.fraining

Material : Practice

M.Y.O.H FrontOftlce

L a t i h a n9 : TOPIC : WALK-IN GUEST a . A d a t a m u w a l k - i nd a t a n gm i n t a 1 k a m a r c o tta ge u n t u k 3 h a r i a t a s n a m a M r . B u d i d a n M rs . A j eng d e n g a nm e m b e rdi e p o s i 1t j u t a . b .A d a d a t a n gt a m u w a l k - i n1 g r o u p r n i n t a2 k a m a r c o t t a g e u n t u k 2 h a r i a t a s n a m a M r, F ry a n /M rs. M a m i e kd a n M r . / M r s E . d d e g o e y ( 1 g ro u p te rd i ri d ar i 2 k am ar) . c. Mr. Budi/MrsA . j e n g y a n g r e n c a n a n ym a e n g i n a p3 h a r i d i u n d u r h a n y a 2 h a r i s a j a . S e d a n g k a nM r . F r y a n / M r s . M a m i e k y a n g r e n c a n a n y a2 h a r i m e n j a d i4 h a r i .

'l'rainirg

Material : Practice

M.Y.O.H Front Office

L a t i h a n1 0 : TOPIC : GUEST RATE MAINTENANCE a . C e k a p a k a h r a t e u n t u k m a s i n g - m a s i n gg u e s t p o s t ing r oom c h a rg e -n y a s u d a h b e n ar, b er das ar k ank es e p a k a ta n a n ta ra p i h a k h o te l d a n g ues t . b . C et ak Lapor an D a i l y R o o m C o u n ts h e e t, d a n cocokkan d e n g a np o i n ta . d i a t a s Catatan : U n tu k G ues t y ang a k a n c h e c k -i n c h e c k ro o m statusnya apakah sudah siap untuk ditempati (STATUS= VCI). L i h a tl a t i h a nd i S e c t i o n7 .

Training Material : I'ractice

M.Y.O.H FrontOffice

SECTION 5

FO CASHIER

Modul

: FO Cashier

F un g s i

:

o M e n a n g a nGi u e s tC h a r g i n g o M e n a n g a ndia n m e r a w a G t u e s tF o l i o o Menangani secara cepat Guest Depar tu re/ Gu e s t C h e c k -o u td e n gan menggunakan p a y m e n tm e t h o d sy a n g sesua i. o M e l a k u k aG n u e s tF o l i oB a l a n c i n q Target Latihan D a p a tm e n c a t agt u e s tc h a r g i n g( t a g i h a n tamu) Dapat m e m a n ta u g u e s t fo l i o b a l a n ce s et iapta m u Dapat m e l a k u k a nk o re k s i/ a d j u s tm e nt a p a b i l aa d a k e s a l a h apne c a t a t a n .


o

M.Y.O.H FrontOffice

D a p a t m e n a n g a n ig u e s t y a n g a k a n c h e c k - o u t d a n b e r k o o r d i n a sdi e n g a n H o u s e k e e p i nu gn t u kk o n s u m sm i inibar. D a p a t m e n g h a s i l k a nr e p o r t c a s h i e r s u m m a r yd a n m e l a k u k a B n alancing.

LYr. Y.u.n

page25

nnono


M.Y.O.H FrontOffice

C r e d i t C a r d y a n g d i t e r i m ao l e h p i h a k h o t e l a d a l a h s b b : B C A C a r d , A m e x C a r d , M a s t e rC a r d , V i s a C a r d , D i n n e rC a r d . TOPIC

: GUEST CHARGING

a . M s . R i n iM e m i n t aa g a rk h u s u st a g i h a nt e l e p o na g a r d i pis ahf olio- ny ate rs e n d i ri . b .P a d a t a n g g a l 2 5 O k t o b e r C a s h i e r m e n e r i m a D epos it dar i M r. N a g o y a u n tu k re s e rv a t i on groupnya yang datang tanggal 10 November s e b e s a 1r 0 j u t a . c. Ta nggal25 O k t ob e ra d a b e b e ra p ata g i h a nte l e pon a l . : M s . R i n i t 2 O O ,M s . R i n a 2 5 0 0 , M r . D a u d 3 0 . 0 0 0 ,M r . B u d i7 5 . 0 0 0 ,M r . F r y a n7 S O OM , s .E r n a 25.000M , r . E k o1 5 . 0 0 0 . d . T a n g g a2l 5 O k t o b e ra d a b e b e r a p taa g i h a nL a u n d r y a l . : M s . R i n i 2 5 . 0 0 0 ,M s . R i n a2 5 . 0 0 0 ,M r . D a u d 5 0 , 0 0 0 , M r . B u d i 4 5 . 0 0 0 ,M r . F r y a n 7 5 . 0 0 0 , M s . E r n a2 0 . 0 0 0 ,M r . E k o3 5 . 0 0 0 . e . D i s w i m m i n gp o o l a d a 2 p e n g u n j u n yga n g t i d a k i n house di hotel, bagi pengunjungluar jika mem anf aat k anf as i l i ta ss w i mmi n gp o o l d i k e n a kan t i c k e ts e b e s a 1r 0 . 0 0 0s e k a l m i asuk.

'frnining M a t e if aI : I ' r a c t i c e

M.Y.O.H FrontOflcc

f . D e w a n k o p e r a s ii n d o n e s i aa k a n m e n y e w a h a l l u n t uk m eet ings e l a ma2 h a ri , p e rh a ric h a rg es e w a hall adalah5 juta. Untuk uang muka sudah diberikan c a s hs e b e s a7r j u t a . g . U n t u k t a g i h a nl a u n d r yM r . F r y a ns e b e s a r7 5 . 0 0 0 t e r n y a t as a l a hy a n g b e n a ra d a l a h2 5 . 0 0 0 .M s . E r n a complainkenapa ada tagihan laundry sebesar 20.000 yang menurutnya dia tidak pernah menggunak an f a s i l i ta s l aun dry d an s e te l ah d i t e l u s u r ti e r n y a t ac h a r g el a u n d r yt e r s e b u tm i l i k M r .B u d i , h . M r . F r y a n m e m b a y a rt a g i h a n f o l i o n y at e t a p i d i a b e l u mc h e c ko u t s e b e s a r2 j u t a p a k a iA m e x . t.

Mr. F r y an m int a t a mb a h a ne x tra b e d k a re n a a d a t e m a n n y ay a n gd a t a n g .

a e n g i n a p2 h a r i J . M r . E d d e g o y y a n g r e n c a n a n ym menjadi t har i sa j a k a re n a d i a a k a n p u l a n g ke B e l a n d aD. a nt a g i h a n n ydai b a y a rd e n g a nc a s h .

k . P a d at a n g g a l2 6 O k t o b e ra d a c o n s u m em i n i b a ra l : Mr. Eko 50.000, Ms. Wati 15.000, Mr. Daud 7 5 . 0 0 0 , M r . B u d i 4 5 . 0 0 0 , M r . F r y a n 1 0 0 . 0 0 0 ,M s . Renny25.000. l . M r . B u d i C o m p l a i nm e n g a p aa d a t a g i h a nM i n i b a r? y a n g m e n u r u t n y at i d a k p e r n a h c o n s u m e M i n i b a r , S e t e l a hd i c e k o l e h p i h a k h o t e l t e r n y a t a m e m a n g t i d a k a d a c o n s u m ed a n p i h a k H o t e l m e n g a n g g a p C o n s u m eM i n i b a rt e r s e b u t i d a k a d a .


M.Y.O.H FrontOtfice

) Tra ns ak slain y an g te rj a d ip a d as a a t h a ri i tu ta mu i c h e c ki n a d a l a h:

.

M r . T h a l u vm e n g g u n a k afna s i l i t a tse l e p o nu n t u k t i g a n o t u j u a n y a n g b e r b e d ad a n c h a r g e - n y am a s i n g m a s i n g1 1 . 0 0 02, 0 . 0 0 0d a n 1 5 . 0 0 0 . M r . T h a l u vc o n s u m em i n i b a sr e b e s a2r 5 . 0 0 0

,tr, r .,u,n


M.Y.O.H FrontOffice

L a t i h a n1 2 : TOPIC : GUEST BALANCING

FOLIO

MAINTENANCE

a . Unt uk s at u s ik lusp e n c a ta ta nta n s a k s id a l a m s atu h a r i, c et ak lapor a nC a s h i e rSu mma ryp e r U s e r Id d a n per S hif t . b . C o c o k k a nd e n g a nm a s i n g - m a s i ntgr a n s a k s iy a n g t e l a hd i m a s u k k a n . c. C et ak lapor anG u e s ty a n g a k a n c h e c k -o u tme l a l ui report ExpectedGuestDeparture.

l v rY. . u . H r

,

l

Page2gffi

TrainingMat€rial ; Practice

M.Y.O.H FrontOfllcc

L a t i h a n1 3 : TOPIC : GUESTCHECK-OUTHANDLING a . Pa dat anggal26 O k to b e rMr. R a h ma t( G ro u p nya Mr . Her m an) Ch e c k -o u dt a n ta g i h a np e rs o n a l nya d i t a g i h k a nk e M r . E k o . b . P a d a t a n g g a l 2 6 O k t o b e rM r , T h a l u v C h e c k - o u t te tapi pada puku| 1 8 .0 0 d an d i a b e rs edi a dikenakan D a yU s e .

r v l .Y . ( J . H

e

'l'raining Material : Practice

M.Y.O.H FrootOfficc

L a t i h a n1 3 : TOPIC : GUESTCHECK-OUTHANDLING a . P a d at a n g g a l2 6 O k t o b e rM r . R a h m a t( G r o u p n y a M r . H e r m a n) C h e c k - o udt a n t a g i h a np e r s o n a l n y a d i t a g i h k a nk e M r . E k o . b . P a d a t a n g g a l 2 6 O k t o b e rM r . T h a l u v C h e c k - o u t tetapi pada pukul 18.00 dan dia bersedia dikenakan D a yU s e .

rvl.l.U.H

'I'faiDing

Material i Practicc

M.Y.O.H FrontOttlce

SECTTON6

NIGHT AUDIT

Modul

: NightAudit

Fungsi

" M elak u k a n p re p a ra s i d a ta tra n s aksi d a l a ms a t uh a r io p e r a s i o n h ao l tel " M e l a k u k apnr o s e sb a l a n c i n g o M elaku k a p n ro s e sd a ta p o s ti n g Target Latihan o D a p a tm e m a h a mpi r o s e d uN r i g h tA u d i t . o Dapat melakukan persiapan awal s ebelu mN i g h tAu d i t p ro s e s y, a i tu c h eck dat a pe n d u k u n gd e n g a nre p o rt d a ri FO Cas hie r. o D a p a t m e l a k u k a nc h e c k d a t a d a r i F B Cas hie b r e s e rtap e n d u k u n g n y a . o Dapatp ro s e sb a l a n c i n gc, o rre c ti o na, ta u adjus t m e n t.

rvr.r .u.H

page3l

zznoloo


M.Y.O.H FrontOffice

o D a p a t m e m b u a t/ m e n g h a s i l k arne p o r t night a u d i t, s e p e rti H o te l O p e ra ti on B a l a n c eD, a i l yP r e l i m i n a r G y ,u e s tL e d g e r B alanced, a n T h e T h re eL e d g e rB a l a nce, s er t ar e p o rtR o o mR e v e n u eSta ti s ti c . o Dapatm e l a k u k a np ro s e sc i a tap o s ti n g .


M.Y.O.H FrontOffice

L a t i h a n1 4 : TOPIC : PREPARATION a . Pe r s iapk an dat a p e n d u k u n g b e s e rta l a p o ranl a por andar i m odu lF OC a s h i e r b . Coc ok k an lapor a n s u m m a ry d a ri F O C a s h i er d e n g a nd a t at r a n s a k syia n gt e l a hd i m a s u k k a n . c . D a r is y s t e mj a l a n k a nm e n up r e p a r a t i o n .

't,, r .t, t

pageJj

z2ltIloo

TrainiDgMaterial : I)ractice

M.Y.O.ll Fr.ontOfficc

L a t i h a n1 5 : TOPIC : BALANCING a . S e t e l a hl a p o r a ns u m m a r yd a r i F O C a s h i e rs u d a h c o c o k , j a l a n k a n p r o s e s B a l a n c i n gy a n g a d a d i sys t em . b . C e t a kl a p o r a ny a n g s u d a hd i s e d i a k aonl e h s y s t e m s e t e l a hp r o s e sB a l a n c i n g c . C o c o k k ad n e n g a nl a p o r a ns u m m a r yy a n ga d a

M.\ O.H


M.Y.O.H FrontOffice

L a t i h a n1 6 : TOPIC : ROOM POSTING p r o s e sd a t a B a c k u py a n gt e l a hd i s e d i a k a n a .J a l a n k a n o l e hs y s t e m s, e b e l u mm e l a k u k adna t ap o s t i n g . b .J a l a n k a n m e n u P o s t i n g & R e s e t y a n g t e l a h d i s ediak anoleh s y s te m , s e h i n g g as y s te m s e c a ra o tom at ism elak u k a np ro s e sro o m ra te c h a rg i n gke foliot am u s ec ar ao to ma ti s .

M . Y . O ,H

.l'raining Material : Practice

M.Y.O.H FrontOffice

SECTTON7

HOUSEKEEPING

Modul

: House Keeping

F un g s i o Melakukan checking room dan m e l a k u k a n p e r u b a h a n r o o m status a p a b i l ar o o m s u d a hd i b e r s i h k a n . o M e l a k u k a nc h e c k i n gk e l e n g k a p a ng u e st s u p p l i e su s a g e .

Target L a ti han Dapat me ru b a h s ta tu s ro o m s e te l ah d i b e r s i h k aonl e hH o u s e k e e p e r . Dapatme l a k u k a np e s n c a ta takne p e rl uan g u e s ts u p p l i e sd a n m e n g a t u rk e p e r l u a n g u e s t s u p p l i e su n t u k m a s i n g - m a s i n g r oom .

T r a i ni n g M a t e r i a l: P r a c t i c e

M.Y.O.H FrontOffice

L a t i h a n1 7 :

TOPIC : ROOM MAID a . C h e c kr o o ms t a t u su n t u kg u e s ty a n ga k a nc h e c k - i n b . R u b a hr o o m s t a t u ss e t e l a hd i N i g h tA u d i t m e n j a d i OC s et elahr oom d i b e rs i h k aonl e h H o u s e k e e o e r.

Training Material : Pmctice

M.Y,O.H FrontOffice

L a t i h a n1 B : TOPIC

: SUPPLIESCONFIGURATION

B u a t k e l e n g k a p ag n u e s ts u p p l i e sy a n g t e r d i r id a r i : a. BATH - Bath Towel b . B M A T- B a t h M a t c . B P E N- B a l l p o i n t d . B R U S- T o o t h B r u s h e . D I S P - D i s p o s aBl a g f. FOAM- Bath Foam g . S O A P- B a t h S o a p h . S A N T- S a n i t a r yB a g i. MATC - Matches j . L B A G - L a u n d r yB a g

rvl.Y.u.H

tagel8-tT1iffi-

Training Marerial : Practice

M,Y.O.H FrontOffice

L a t i h a n1 9 TOPIC : SUPLLIESUSAGE a . U nt ukr oom y ang a k a nd i te m p a tio l e hg u e s tc h e cki n , per ik s ak eleng k a p asnu p p l i e su s a g e -n y a . b . L engk api r oom te rs e b u t d e n g a n g u e s t s u p p li es y a n gs u d a hd i b u a ts e b e l u m n y a .

M,Y.U.H

: Marketing. reservasi. Modul

Recommend Documents