Perform Office Procedures

1. Perform Office Procedures SITXADM001A TAFE (2009)

2. Learning outcomes On completion of this lesson, you will be able to: Process a range of office documents. Identify and use office equipment. Manage equipment malfunctions. Produce a range of office documents Maintain correct filing and storage systems for front office by following the hotel security procedures.

3. Office documents Office documents are: Customer Records Incoming and outgoing correspondence Financial control documents Telephone messages Policies and procedures Memos Reports Meeting agendas and minutes

4. Documents used in accommodation services Internal use documents: Those documents used within the organisation. Front office diary: All front office operations use a diary, (log book ) To facilitate communication between staff. To record information about the daily activities in the hotel. To pass on information from one shift to another or between working colleagues. It is a standard practice for all the staff to read the diary at the start of the shift.

5. Internal documents continued Daily running sheet : A form of checklist for, reminder about the duties to be completed on a particular shift in the front office. Guest request Sheets: The request sheet will detail: The guest�s name and room number Time the request was made What the request is Name of the person who look after the request.( the requests usually includes, bags to be collected, iron or iron board, ice bucket, newspaper etc.)

6. continued Guest mail Reservation slip Registration Card Guest Profiles Financial control documentation Wake up calls sheet Telephone message pads Department policy and procedures Memorandums Reports and minutes

7. Continued Policy- A statement about the venue�s position on an issue. Example: Theft by employees is a dismissible offence. Procedures: is a step by step guide to performing a task. Memo/Memorandums: Internal use document for communicating a brief message to many staff at once.

8. Continued Minutes: The record of the meeting. Agenda: the list of the points or topics to be discussed at a meeting. Vouchers: It is a form of currency. The voucher entitles the holder to the goods, or services. Accommodation Voucher Gift Voucher Service Voucher

9. External use documents Correspondence 1.Request for confirmation of reservation 2. Sales letter from suppliers 3. Request for information 4. Letter of complaints 5. Job application 6. Confirmation of reservations 7. Guest�s account 8. Responding to letters of complaints

10. continued Invoices: a request for payment for the services or goods supplied. It provides a detailed account of actual goods or services bought, date supplied, cost per unit and settlement details. Receipts: Receipts are issued in exchange for a payment.

11. Business equipments Describe the type of business equipment required to operate a Front Office facility. Paper Shredder Fax Computer Printer Stapler Credit card machine Photocopier Franking Machine puncher

12. Switchboard /PABX Private automated branch exchange Switchboard is a piece of equipment a hotel to manage several telephone lines and multiple extensions. Switchboard is capable of: Receiving several calls at once Making several calls at once Interfacing with hotel�s property management system (PMS) to record calls made and automatically charge the charges. Place many calls on hold or transfer calls

13. Photocopier A Photocopier, similar to a fax machine, will produce an exact copy of a document. It enables to reproduce documents without the need to retype or reprint them. Rapidly copying several one or two sided pages Stapling collated documents. Reducing or increasing the size of the copied documents Reproducing in colour or back and white.

14. Photocopy machine Avoid Inhaling the toner dust as it can damage your lungs.� Looking directly at the light while the photocopier is in operation as it is not good for your eyes. Touching the hot rollers or elements of the photocopier as they will burn you.� Misusing electrical equipment. For example, keep dry and ventilated to avoid electric shock.

15. Facsimile The word facsimile means an exact copy. A fax machine reproduces written documents received from or sent to external locations by electronically scanning and transmitting the document via a telephone line. Fax machine process only one single-sided page. Fax machine sends or receives the documents within minutes of transmission.

16. Fax machine note that once you have sent the message to a wrong number there is no way of " retrieving " it. You may not even be aware that you have sent the message to the wrong person. This can present huge problems to you and your organisation if confidential information is accidentally sent to a wrong number!

17. Franking Machine Franking machine can stamp hundreds of envelopes quickly and efficiently by printing the correct amount of postage required and date on the envelope according to the envelope�s weight and size. The franking machine records the totals of all stamps issued. At the agreed time, the amount of postage used is paid to the supplier along with a lease fee for the product.

18. Cont. These are utilised mainly by large businesses and are rented from registered suppliers. They are used to process out-going bulk mail. Franking machines are programmed by the supplier to have a certain amount of value placed for pre-programmed credit on a meter.� When this value is reached the machine ceases to operate until more money is paid and the meter is reset.