Front Office Procedure
OBJECTIVES:
On completing this programme, participant will be able to:
· Demonstrate skills in guest relations and front office service
· Identify and practice front office function and procedures effectively
· Distinguish the roles and responsibilities of front office personnel TOPICS INCLUDE: · Tourism Development and Activities in Jamaica
· Destination Awareness
· Profile of the Front Office Personnel
· Front Desk Responsibilities
· Front Office Procedure
· Guest Relations
· Handling Complaints/Difficult Situations
· Telephone Techniques
· Sales Techniques. FRONT OFFICE PROCEDURESI.Introduction A. Answering phone, checking in, checking out may not seem glorified B. However, orderly processing is necessary C. Appointment scheduling keeps patient flow consistent and revenue flow consistent D. First and Last Impressions take place in the Front Office II.Importance of that position A. First contact with patient 1. Phone (inquiry, scheduling appointments) 2. Enters office a. smile, greet b. assist, direct B. Flow of Patients 1. Check-in 2. Pass to Pre-tester 3. Check-out after completion in Optical a. Last Impression b. Big part of whether or not will be a long termpatient III.What Are Your Responsibilities A. SMILE!!!!1. Smile on the phone. Good phone etiquette 2. Greet, "Good morning/afternoon…" a. Look up from your work b. Do not make patient stand at window or counter 3. Assist…"Can I help you?" Don't Forget, SMILE!!!!4. Direct a. Depending on the patient's needs instruct them at each step b. Use their name c. Give them Patient History d. Get Insurance Card
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B. Make Sure Schedule is Full 1. Confirmation. Always confirm appointments the day before. Call them at home or at work. 2. Cancellation/No-Show List a. make a cancellation list and a no-show list at the end of the day b. as cancellations/no-shows occur, pullout your list and call cancellations first to try and fill slot c. keep cancellation list and no-show list in notebook d. you have a script in your handout C. Get insurance information when making appointment 1. Patient's full name as shown on card 2. SSN 3. DOB 4. If patient is a dependent on a parent's or spouse's insurance, you will need: a. Insured's full name b. SSN c. DOB D. Verify insurance elgibility/authorization prior to confirming appointment E. Check-out Properly 1. Insure diagnosis codes are marked. Never, ever mark diagnosis codes Must be marked by doctor 2. Insure charges are marked 3. Add-up charge sheet and compare against computer charges F.Appointment Scheduling 1. Have printout of schedule readily available 2. Mark time blocks for exams "exams" and checks "checks" 3. Always get full name and home and work number. If child get parent's work number G. Recalls and Pre-appointing 1. Pre-appoint when patient checks out 2. Give appointment card 3. Recalls rely too much on patient calling for appointment
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4. Recalls or Pre-appointment letters should be mailed each month. a. some offices mail weekly b. if using recalls, there will usually be heavy call volume following mailing c. appointment slots may fill-up d. Weekly mail-outs seem to spread load H. Statements 1. Mailed each month on same date each time 2. Only balances should be patient's deductibles or any other unforeseen insurance denials. 3. All services should be paid when rendered 4. ½ materials to order and remainder to pick-up I.Insurance Responsibilities 1. Already covered much of this 2. Verify prior to confirming appointment 3. Make copy of insurance card upon arrival (giver card back) 4. Create claim for patient when checking out a. make sure all patient payment responsibilities have been met before filing the claim b. this insures patient has met financial obligation and has a vested interest in the purchase
FRONT OFFICE PROCEDURESI.Introduction A. Answering phone, checking in, checking out may not seem glorified B. However, orderly processing is necessary C. Appointment scheduling keeps patient flow consistent and revenue flow consistent D. First and Last Impressions take place in the Front Office II.Importance of that position A. First contact with patient 1. Phone (inquiry, scheduling appointments) 2. Enters office a. smile, greet b. assist, direct B. Flow of Patients 1. Check-in 2. Pass to Pre-tester 3. Check-out after completion in Optical a. Last Impression b. Big part of whether or not will be a long termpatient III.What Are Your Responsibilities A. SMILE!!!!1. Smile on the phone. Good phone etiquette 2. Greet, "Good morning/afternoon…" a. Look up from your work b. Do not make patient stand at window or counter 3. Assist…"Can I help you?" Don't Forget, SMILE!!!!4. Direct a. Depending on the patient's needs instruct them at each step b. Use their name c. Give them Patient History d. Get Insurance Card
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B. Make Sure Schedule is Full 1. Confirmation. Always confirm appointments the day before. Call them at home or at work. 2. Cancellation/No-Show List a. make a cancellation list and a no-show list at the end of the day b. as cancellations/no-shows occur, pullout your list and call cancellations first to try and fill slot c. keep cancellation list and no-show list in notebook d. you have a script in your handout C. Get insurance information when making appointment 1. Patient's full name as shown on card 2. SSN 3. DOB 4. If patient is a dependent on a parent's or spouse's insurance, you will need: a. Insured's full name b. SSN c. DOB D. Verify insurance elgibility/authorization prior to confirming appointment E. Check-out Properly 1. Insure diagnosis codes are marked. Never, ever mark diagnosis codes Must be marked by doctor 2. Insure charges are marked 3. Add-up charge sheet and compare against computer charges F.Appointment Scheduling 1. Have printout of schedule readily available 2. Mark time blocks for exams "exams" and checks "checks" 3. Always get full name and home and work number. If child get parent's work number G. Recalls and Pre-appointing 1. Pre-appoint when patient checks out 2. Give appointment card 3. Recalls rely too much on patient calling for appointment
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4. Recalls or Pre-appointment letters should be mailed each month. a. some offices mail weekly b. if using recalls, there will usually be heavy call volume following mailing c. appointment slots may fill-up d. Weekly mail-outs seem to spread load H. Statements 1. Mailed each month on same date each time 2. Only balances should be patient's deductibles or any other unforeseen insurance denials. 3. All services should be paid when rendered 4. ½ materials to order and remainder to pick-up I.Insurance Responsibilities 1. Already covered much of this 2. Verify prior to confirming appointment 3. Make copy of insurance card upon arrival (giver card back) 4. Create claim for patient when checking out a. make sure all patient payment responsibilities have been met before filing the claim b. this insures patient has met financial obligation and has a vested interest in the purchase
The standard operating procedure is a kind of procedure in which there comes a training and that type of training is given to the front office to maintain the starndard of the hotel its place an important role in any type of the department in hotel
Sop front office management
no
to give the felling of big
The Food and Beverage department is one of the most important cornerstones of any five star hotel. In order to maintain high levels of cleanliness and flawless service, the operating procedures are in-depth and extremely strict.
It is the duty and responsibility of the front desk staff to ensure the right guest is given the key to his room and his safety and security pertaining to issuance of key is not compromised or violated during his stay in the hotel. Front Desk Agent should never give geys, room numbers, messages, parcels or mails to any person without first requiring appropriate identification. For Security reason hotels uses atleast three type of keys, Emergency Key, Master key and guest room keys. Types of keys used may vary hotel by hotel but the process of handling them reamins pretty much the same. Source: http://www.setupmyhotel.com/train-my-hotel-staff/securityandloss/165-hotelocktype.html
Procedures will vary for different hotels. The main points you should include in a standard operating procedure book are housekeeping, cleaning, restocking, and room service, giving as much detail so employees reach your expectations.
My question is. Is it Hotel standard to put condoms in every room free of charge. I do not feel this is appropriate for a hotel in any way and feel it sends the wrong message.
It has become a standard operating procedure for most hotels to have shopping center within their buildings as it offers the guests greater convenience since they can buy products without taking trips outside the hotel. It is also a source of additional money streams and increase in profit for hotels.
Must standard operating procedures be followed at all times?
A hotel lobby does not have a standard size
I want to know that how will prepare the SOP for 3 star boutique hotel. It is very important for me. If any body can help me I am very greatful. Thankyou.
Standard Hotel was created in 1999.
the basic difference between standard hotel and other is that the standard hotel have boarding and resturant facility with a high classic welcoming.
procedure of receiving guests at the airport