Hotel front-office-department
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Transcript of Hotel front-office-department
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FRONT OFFICE
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Course Outline – Learning Objectives
Front Office Organization Structure Rooms Division Front Office Personnel
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The Front Office
The front office of a hotel generally performs the following basic activities:
Processing advance reservations Registering guests- check in Rooming guests Handling guests’ luggage Issuing room keys Providing information
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The Front Office Handling guests’ mail and parcel Administering telephone service Accounting (making payments and billing) Checking out guests
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Non-Automated Front Office Systems
Handwritten forms Reservation index cards Density board blocked reserved rooms Registration cards—multiple copies Time stamp Room rack: housekeeping status of each room Vouchers received from point-of-sale areas Charges handwritten to folios Adding machine tape attached at check-out Night audit cross-checked folio charges to vouchers and verified settlement
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Semi-Automated Front Office Systems Handwritten and machine-produced forms National reservation networks Pre-registration activities Density board blocked reserved rooms Registration cards—preprinted and multiple copies Room rack: housekeeping status of each room Vouchers received from point-of-sale areas Posting machines recorded charges to guest folios Night audit cross-checked folio charges to vouchers and verified settlement
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Property Management Systems
Reservations Rooms management Guest account management General management Point-of-sale (POS) system Magnetic strip readers Credit cards Debit cards Smart cards
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The Guest Cycle
Pre-arrival
Arrival
Occupancy
Departure
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Organizational Chart
Front Office Manager
ChiefConcierge
AssistantFront Office Manager
ReceptionSupervisor
ReservationsManager
TelephoneSupervisor
Secretary
AssistantManager
AssistantChief ConciergeAirport
Supervisor
AirportRepresentative
Guest Relations Officer
Concierge
Bell Boy Valet Parking
attendant
AssistantReception Supervisor
Senior Reception
Reception
Reservations Supervisor
ReservationsClerk
AssistantTelephoneSupervisor
TelephoneOperator
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Rooms Division
The structure of the rooms division will vary from hotel to hotel.
These variations can be caused by differences in the size of hotels, the types and level of services, and the organization preferences of management.
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Rooms Division
The major departments in the rooms division are front office and housekeeping. A few hotel may also include security.
These departments come under the control of the Rooms Division Manager or Director of rooms.
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Room Status Terms
Occupied Complimentary Stay over On-change Do not disturb Sleep-out Skipper Sleeper
(continued)
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Room Status Terms
Vacant and ready
Out-of-order
Due out
Check-out
Late check-out
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Room Types Single
Double
Triple
Quad
Queen
King
Twin
Double-double
Studio
Mini-suite or junior suite
Suite
Connecting rooms
Adjoining rooms
Adjacent rooms
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Front Office Personnel
The front office is the nerve centre of hotel operations
Hotel personnel are there to serve guests
An important aspect of this is providing a good first impression of the establishment to guests
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Front Office Personnel
People are involved in serving guests are : Reception (Front Desk Clerk, Front Office
Agent, Receptionist) Reservations Clerk Concierge Bell (Porter) Airport Representative Telephone Operator
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Rooms Division ManagerA rooms division manager has the following duties: Responsible for the supervision of employees
engaged in the operation of the front areas of the hotel
Coordinates with other departments in the hotel and maintains open communications with them to find better ways to serve the guests
Maintains responsibility for staffing, purchasing, and budgeting
Supervises the rooms division payroll, availability controls, and monthly plans
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Rooms Division Manager Creates plans to maximize the average daily
rate and percentage of occupancy Handles customer complaints and
suggestions Stays up to date with events taking place in
the market, in market segments, and in the competition
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Rooms Division Manager
Rooms division manager’s knowledge required includes a complete understanding of hotel operations, specifically those operations involving the front office, housekeeping and basic accounting procedures.
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Front Office Manager It is the basic function of the front office
manager to directly supervise the front desk, reservations, concierge and PABX.
He/she is also assists the rooms division manager in compiling information for reports.
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Front Office Manager
Other duties of the front office manager include the following:
Assists in the training and cross-training of front office employees
Prepares monthly reports Assists the rooms division manager in
formulation and implementation of front office policies and procedures
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Front Office Manager Reviews and approves all room moves and
room rate changes to ensure they were necessary
Handles guest complaints and follows them up to reduce future complaints
Assists the rooms division manager in forecasting room availability to ensure that the optimal level of occupancy is attained
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Front Office Manager Is available to work in the front office area
where there may be a shortage of staff
Maintains the necessary stock of supplies in all front office areas, while controlling costs in these areas
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Front Desk Supervisor
It is the front desk supervisor’s basic function to directly supervise the front desk procedures that include check-in and check-out.
The front desk supervisor performs the following duties:
Trains and cross-trains front desk personnel in the tasks of registration, mail handling, information services, and check-in and check-out procedures
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Front Desk Supervisor Regulates the service given in the front desk Acts as a liaison between the guests and
management, particularly with regard to problem-solving activities
Is responsible for seeing that daily and hourly computer reports are run and distributed
Assigns VIP rooms to ensure guest satisfaction
Resolves room discrepancy report
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Front Desk Supervisor Prepares the weekly/monthly schedule of
employees
Assist the group coordinator with all group arrivals, either directly or through the delegation of this duty to other front desk staff
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Reception (Front Desk Agent)
The reception provides the first initial contact a guest has with the hotel.
After this contact, guests feel that the reception is the place to call or go when they have a question or problem.
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Reception (Front Desk Agent)
The basic functions performed by the reception are the registering process and the assisting of guests with any requests they make.
The reception’s duties include the following: Handles the guest registration process and
adheres to all hotel credit policies in the process
Handles guest check-out procedure
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Reception (Front Desk Agent) Always answers the front desk phone with
three rings or less Attempts to sellup guest rooms, and informs
and sells the guest on all hotel services and facilities
Is aware of all daily events in the hotel and local area
Handles guest mail and reservations when the reservations department is closed
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Reception (Front Desk Agent) Coordinates room status updates with
housekeeping department Ensure completion of guest registration card Identifies guests’ length of stay requirement Coordinates maintenance work with the
engineering and maintenance division Maintains guestroom key storage
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Reservations Manager
The reservations manager’s basic functions are to supervise and oversee all the operations of the reservations area.
He or she must assure that all reservations, both group and individual, are recorded and followed up on as necessary.
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Reservations Manager
Other duties of reservations manager is to perform the following:
Making sure proper telephone etiquette is used and correct information is being given to potential guests
Being sure that personal service is stressed and that sales techniques are being used appropriately
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Reservations Manager Following up on tentative booking, watching
cut-off dates, and monitoring group tour business accounts blocks for productivity
Training reservation agents and setting up cross-training programs
Reviewing all VIP reservations and working with the rooms division manager and the front office manager on assignments
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Reservations Manager Preparing and distributing reports to
concerned departments a weekly, monthly reservations and revenue forecast
Handling requests for reservation information and room rates
Developing and maintaining a solid working relationship with the central reservations office and travel agents
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Reservations Clerk
The reservations clerk is responsible for taking reservations and for providing future guests with information about the facilities of the hotel.
Duties performed by reservations clerk includes:
Giving friendly and courteous service to future guests while involved in telephone sales
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Reservations Clerk Answering all reservation phone calls, taking
reservations, and dealing with reservations correspondence
Dealing with group bookings such as cancellations, changes, and rooming lists
Checking to see that all equipment is working properly and that the needed amount of supplies is on hand
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Reservations Clerk Conducting telemarketing under the direction
of the director of sales and marketing
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Concierge
Concierge services are common in European hotels and available for over a century.
Today, most full-service hotels in America and Asian Countries are also available.
The basic task of a concierge is to serve as the guest’s liaison with both hotel and non-hotel services.
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Concierge In a sense, the function of a concierge is an
extension of the function of a front desk agent
A concierge must be resourceful and knowledgeable about the hotel and the surrounding community. Regardless of whether concern in-hotel or off-premises attractions, facilities, services, or activities, a concierge specializes in providing assistance to guests.
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ConciergeTypical guest requests handled by a concierge
include: Providing directions and information Making airplane, theater, train ticket Reservations for dining Arranging for secretarial services Handling mail and parcel services Arranging sightseeing tours Transportation arrangement Limousine services
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Concierge
Airport representatives Greet hotel guests at airport Arrange taxis from airport Take hotel bookings Assist departing
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Telephone Operator PABX stands for private automatic branch
exchange. This area is commonly referred to as the switchboard and is staffed by switchboard / telephone operators.
Most large hotels have room-to-room dialing by which guests in one room can dial directly to another room
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Telephone Operator
The greatest duty of a telephone operator is that of transferring calls from outside the hotel to the appropriate guest room.
For security measurement, operators must do this without giving out the room number of a hotel guest.
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Telephone Operator The telephone operator may seldom be face-
to-face with guests of the hotel, but plays an important role in representing the hotel to the guest. For this position, a friendly and courteous tone of voice is all-important.
The duties of the telephone operator include: Answers incoming calls Directs calls to guestrooms through the
switchboard / PABX system
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Telephone Operator Provides information on guest services Processes guest wake-up calls Answers inquiries about hotel facilities and
events
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Guest Relations Officers (GRO)
Make guests feel welcome Provide personal services Handle guests problems and complaints Take care for VIPs and frequent guests,
escorting them on arrival
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Front Office cashier
Prepare and settle of guests accounts Administer the safe deposit boxes Provide a foreign currency exchange service
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Business centre Fax, photocopying and secretarial service Translation, Hire of equipment (e.g. lap-top computer &
mobile phone) Meeting-room rental
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Night Auditor Checking and completion of guest and hotel
accounts, audit revenue and payments Producing statistics, room tax posted and
summaries of revenue , reports record, track occupancy percentage
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Front Office work shifts Morning shift
07:00 to 16:00 hours Evening shift
15:00 to 00:00 hours Overnight shift
22:00 to 07:00 hours Middle shift
11:00 to 19:00 hoursPanzer Shift – 18:00 to 03:00hrs
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THANK YOU
Saurabh Bharti – Hospitality Professional