FRONT OFFICE

                                             



                     HOW TO GREET A GUEST 




      

While the guest experience starts way before the customer even walks through the doors of your property, the first face-to-face experience will make a lasting impression. From the moment the guest seeks out your property to the time they decide to purchase a room, they are comparing your property with their standards and expectations. When a guest finally comes to the front desk, their physical experience in the hotel begins. Efficient front desk management should be of paramount importance for all hoteliers. The experience can be positive or negative, and it all starts with how they are greeted.

A front desk should offer each and every guest a warm welcome – even if (and especially if) a guest’s jet lag may have given them a short temper. The front desk attendant needs to smile throughout their entire shift, anticipate the needs of guests as they approach the desk and solve all issues with a calm, understanding demeanour. As the face of the property, every move counts. The mannerisms, appearance and language used by the front desk attendant can send signals to guests. Be sure that your front desk staff is thoroughly trained on the hotel’s brand, how to resolve conflicts and how to make guests feel welcome right from the beginning.

HOUSE KEEPING

                                    BED MAKING PROCEDURE 

1. 
   1
   Put the fitted sheet on the bed. Start with your clean and crisp fitted sheet. This is the sheet that has the rounded elastic corners. ^[3]

   • Place the sheet around your mattress and pull it taught in each corner. The elastic portion of each corner should be tucked in under the corners of your mattress.
   • The seam at each corner of the sheet should be in the middle of the mattress’ corners.
2. 
   2
   Lay your first of two flat sheets down. The first flat sheet lays down on top of your fitted sheet. Put the first flat sheet on the bed and make sure that your sheet reaches to the edge of the mattress where your headboard is.

   • Lay the sheet down so that it drapes evenly over each side of the bed. Lay the sheet with the finished side facing down, toward your fitted sheet.
   • Flatten the sheet and pull it taught on each side so there are no wrinkles.
3. 
   3
   Lay a light blanket down on top of your first sheet. Align the blanket to match the sheet. ^[4]

   • You will want to use a light blanket that is made of cotton or linen.
   • Flatten the blanket out and pull it at the corners to meet the corners of your sheet. Fold the portion of the blanket toward your headboard down to where your shoulders or chest will be when laying in the bed.
4. 
   4
   Lay down your third sheet. This is your second actual sheet, but your third layer because you've placed a blanket. The third sheet will go above your light blanket. Lay it with the finished side facing down toward the mattress.

   • Align the third sheet to match with the placement of the first sheet. Bring the top of this sheet to align perfectly with the edge of your mattress at the headboard.
   • Flatten the third sheet with your hands and pull it taught at all corners.
5. 
   5
   Sandwich the top sheet between the blanket and first sheet. Fold down the top edge of the third sheet over the top edge of your blanket.

   • Take the portion of your third sheet that extends past the blanket and fold it back so it's now between the blanket and your first sheet.
   • Fold and flatten the portion of the sheet under the blanket so it rests perfectly flat.
6. 
   6
   Fold the top sheet down toward the foot of the bed. Now take the top of your first sheet which is still flush with the edge of the mattress’ edge on the headboard side. Fold the portion of this first sheet that extends past the edge of the blanket and the third sheet back over the top of the blanket and third sheet. ^[5]

   • This portion of your first sheet will now be on top of the other two layers.
   • Flatten the edge facing the headboard to give your bed a smooth, crisp look.
   • How far down you fold your sheets will depend on how many pillows you plan to place on your bed. You want your sheets to end where your pillows start.
7. 
   7
   Fold in the corners. Next, you will fold the corners at the foot of the bed. Take all three layers at one corner and pull taught. Flatten the sheets at the foot of the bed.

   • The excess fabric that still needs to be tucked under the mattress will form a triangle shape. Bring the leftover fabric down and over toward the foot of the bed. It will create an envelope-like look. Then fold the remaining fabric under the mattress.
   • To get a nice envelope look, run your finger down the side of the bed at a forty-five-degree angle. Do this while pulling the sheets taught with your other hand. This creates an imaginary triangle. Fold the triangle portion of sheets at the bottom under your mattress.
   • Tuck in the rest of the sheets and smooth to remove wrinkles.
   • Do this for both sides of the bed.
8. 
   8
   Place your comforter, or duvet cover, onto the bed. Lay the comforter down with the top edge about 3 inches (7.6 cm) from the headboard. ^[6]

   • Without letting go, throw the comforter on your bed and let it float down on top of your sheets. This motion will allow it to retain fluff.
   • Pull the corners taught and equally distributed on both sides of the bed. Then fold the top of the comforter back in a rectangle to leave room for your pillows.
9. 
   9
   Place your pillows in the correct pillow cases and fluff appropriately. Then arrange the pillows to your preference.

   • The amount of pillows and styles you use is up to you. The only requirement is that you use the same number for each side of the bed. Place the pillows in a symmetrical arrangement on each side.
   • Once the pillows are laid, you may unfold your duvet cover slightly to meet the pillows.
10. 
    10
    Lay a throw blanket down if you so desire. You may add a throw blanket over your duvet cover if you wish to accent your bed any further.

    • Depending on the size of your throw, fold it into a rectangle and gently lay it on the duvet cover toward the bottom third of your bed.
    • Do not let any of the throw extend over the foot of the bed. It will make your bed look sloppy and uninviting.

                      

FRENCH

                                             FRENCH

                                                             1 TO 20 NUMBERS 

                    

creamy chicken

Creamy chicken and butternut squash gratin

INGREDIENTS

• 3 tbsp olive oil
• 1 onion, roughly chopped
• 1 leek, roughly chopped
• 350g butternut squash, peeled, deseeded, chopped into 2.5cm pieces
• 75g butter
• 75g plain flour
• 800ml of chicken stock
• 1 tsp Dijon mustard
• 5 springs of thyme, leaves removed, plus a few leaves for sprinkling
• 3 tbsp crème fraîche
• 350g cooked chicken (leftovers work well)
• 75g ciabatta, torn into rough pieces
• 60g Gruyère, grated

•                                    Method

1. 01.Preheat the oven to 200°C/fan 180°C/gas 6. Heat 1 tbsp oil in a large pan over a medium heat. Add the remaining onion and leek and fry until soft. Remove from the pan and set aside. Add the squash, season and fry for 10 minutes until tender. Set aside with the onion and leek.
2. 02.Melt the butter in the pan, stir in the flour to make a roux (paste) and cook for 2-3 minutes. Add the stock, a little at a time, to the roux, stirring until smooth. Add the mustard, thyme leaves and crème fraîche. Season and stir in the veg and chicken.
3. 03.Spoon evenly into a 2-litre ovenproof dish. Scatter with the ciabatta pieces, Gruyère and extra thyme. Season, then drizzle with the rest of the oil. Bake for 20 minutes until golden and bubbling hot. 
4. 
   

5. Nutritional info per serving

   • Calories644kcals
   • Fat38g (18.2g saturated)
   • Protein37.4g
   • Carbohydrates40.8g (11.1g sugar)
   • Salt1.1g

Basic Cake

                                       SPONGE CAKE

Ingredients:                                             

• 125g/4oz butter or margarine, softened                 
• 125g/4oz caster sugar
• 2 medium eggs
• 125g/4oz self raising flour

                   Method

           

1. Heat the oven to 180C/350F/Gas 4.
2. Line two 18cm/7in cake tins with baking parchment
3. Cream the butter and the sugar together until pale. Use an electric hand mixer if you have one.
4. Beat in the eggs.
5. Sift over the flour and fold in using a large metal spoon.
6. The mixture should be of a dropping consistency; if it is not, add a little milk.
7. Divide the mixture between the cake tins and gently spread out with a spatula. Bake for 20-25 minutes until an inserted skewer comes out clean. Allow to stand for 5 minutes before turning on to a wire rack to cool.
8. Sandwich the cakes together with jam, lemon curd or whipped cream and berries or just enjoy on its own.