Council for Technical Education and Vocational TrainingPokhara School of Tourism and Hospitality Management (Be a Professional, Learn Technical and Vocational) Diploma in Hotel Managementwww.psthm.edu.np DHM 2nd Semester
Syllabus Front Office OperationsYear: 1 Part: IISemester: II Total: 10 hrs/wTheory: 4 hrs/w Practical:6 hrs/wCourse descriptionThis course is designed for the students of diploma in hotel management under CTEVT. This courseis design in practical approach to develop the basic comprehensive knowledge and skills on theoperation of hotel front office.Course objectivesAfter the completion of this course, the student will be able to:1. Describe the role of front office in hotel operations.2. Identification and proper handling of tools and equipment use in front office department.3. Receiving and processing guest reservation.4. Receiving guest inquiries.5. Maintain the guest account.6. Perform the night auditing duties.7. Guest check-in check-out8. Handling guest mails and messages9. Perform the bell desk service.10. Uses of PMS application in front office department.11. Describe role of front office for maintaining guest safety and security.Course contents 12 HrsUnit1: Front office organization1.1 Introduction1.2 Role of front office department in all category hotels1.3 Organization chart of front office departments in small, medium and large hotel1.4 Lay out of front office department1.5 Sections and their primary functions1.5.1 Reservation1.5.2 Information1.5.3 Reception1.5.4 Cashier1.5.5 Telephone operator1.5.6 Bell desk / concierge1.5.7 Lobby desk1.5.8 Business Centre1.6 Duties and responsibilities of front office personnel1.6.1 Front office manager1.6.2 Lobby manager/GRE1.6.3 Reservation assistant1.6.4 Receptionist1.6.5 Information assistant1.6.6 Cashier i
1.6.7 Telephone operator 3 Hrs1.6.8 Bell boy 3 Hrs1.6.9 Guest relation officer 10 Hrs1.6.10 Airport representatives 8 Hrs1.6.11 Travel desk attendants1.7 Quality attributes essential among front office person1.8 Co-ordination of front office with other departmentUnit 2: Front office tools and equipment2.1. Common Tools and equipment used in front office. (manual and mechanical)2.2. Common terms terminologies and room symbols use in front office2.2. Types of guest room2.3. Room tariff and tariff cards2.4. Hotel meal plan2.5. Hotel Key and handling system2.5.1 Manual key /electronic key (grand master key, maser key, room key)2.6. Handling and controlling keysUnit 3: Guest Services3.1 Handling guest mails and message3.2 Guest paging3.3 Safe deposit locker3.4 Process of handling safe deposit locker3.5 Left luggage handling procedure3.6 Wake-up call3.7 Bell desk services3.8 Types of guest complaint3.9 Handling guest complaintsUnit 4: Guest cycle4.1 Guest cycle and activities (pre-arrivals, arrival, occupancy, departure)4.2 Reservation and its importance4.3 Types of reservation Guaranteed reservation Non-guaranteed reservation4.4 Modes of reservation4.5 Sources of reservation4.6 Reservation processing steps4.7 Factors affecting reservation4.8 Reservation correspondenceUnit 5: Guest registration5.1. Importance of registration, different forms formats used for registration5.2. Pre-registration5.3. Registration process5.4. Guest check-in procedure in manual and automated hotels5.5. Front office accounting5.5.1. Front office accounting cycles5.5.2. Creation, maintenance and settlement of account ii
5.5.3. Types of guest accounts Voucher Folio. LedgerUnit 6: Guest check-out and settlement 5 Hrs.6.1. Guest departure procedure in manual and automated system6.2. Mode of payments6.3. Foreign currency exchange6.4. Potential check-out problem and solutions6.5. Late check-out6.6. Improper posting changes6.7. Role of bell desk while checking-out guestUnit 7: Night auditing. 5 Hrs.7.1 Introduction and importance of night auditing7.2 Duties and responsibilities of night auditors7.3 Night audit Process7.3.1 Establishing the end of the day7.3.2 Completing outstanding posting7.3.3 Reconciling the transactions7.3.4 Verifying no show7.3.5 Preparing the reports7.3.6 Updating systemUnit 8: Property management system. 5 Hrs.8.1 PMS application in front office8.1.1 Reservation module8.1.2 Front desk module8.1.3 Room module8.1.4 Cashier module8.1.5 Night audit module8.1.6 Set- up module8.1.7 Back office moduleUnit 9: Switch board operations 3 Hrs.9.1 Telephone operating system9.1.1 Job description of the telecommunication department9.1.2 Different telephone exchange system used in hotel9.1.3 Basic telephone etiquettes9.1.4 Skills and competencies essential for telephone operatorsUnit 10: Hotel safety and security 6 Hrs.10.1. Hotel security staff and systems10.2. Security through key handling10.3. Security through information10.4. Dealing with unusual event, in case of accident, fire in hotels, death in hotel, theft, earthquake,bomb threats10.5. Crisis communication management iii
10.6. Fire safety10.7. Classification of firePractical 60 hrs1. Identification of tools and equipment used in front office.2. Prepare a hotel brochure and information sheets.3. Handling telephone switch board.4. Develop various forms and formats used in front office.5. Bell desk services: 5.1. Handling guest baggage while guest arrive and departure 5.2. Escorting guest to the room 5.3. Explaining facilities inside the room 5.4. Handling left luggage6. Handle reservation inquiries and receive reservation request.7. Confirm reservation request.8. Amendment of reservation request.9. Reservation Cancellation10. Write reservation correspondence (conformation, cancellation, if not accommodating withalternative option, amendment).11. Receive guest and providing information.12. Prepare VIP, VVIP, CIP, amenities.13. Make a registration for VIP, VVIP, CIP, FIT, scanty baggage guest.14. Handle key.15. Create and maintain guest account.16. Provide guest locker services.17. Provide the room change services.18. Handling paging service19. Handling guest mails and messages20. Perform guest check-in and check-out.21. Prepare and maintain various voucher and ledger.22. Handle fax, photocopy, and credit card machine.23. Prepare night audit report.Field visit and report presentation 30 hrsReference booksHotel Management Principles and Practices; Gopal Singh Oli and B.B Chhetri, BuddhaPublication, Kathmandu.Tiwari, Jatashankar. (2009), Hotel Front Office Operations and Management (2nd Ed), OxfordUniversity Press, India.Andrews, Sudhir. (2007). Front Office Management and Operations. Tata Mac. IndiaHotel Management “Surya Kiran Shrestha and Anand Ghimire”. iv
Table of Contents........................................................................................................................................................................Syllabus .......................................................................................................................................................... iTable of Contents.......................................................................................................................................... vUnit 1: Front office Organization .................................................................................................................. 1 1.1 Introduction of Front office ................................................................................................................ 1 1.2 Role of front office department in all category hotels ....................................................................... 2 1.3 Organization chart of front office department in small, medium and large hotel. ............................ 3 1.4 Layout of front office department ...................................................................................................... 5 1.5 Sections and their primary functions.................................................................................................. 5 1.5.1 Reservation .................................................................................................................................. 5 1.5.2 Information. ................................................................................................................................. 6 1.5.3 Reception/Registration ................................................................................................................ 7 1.5.4 Cashier Section............................................................................................................................. 7 1.5.5 Telephone operator ..................................................................................................................... 8 1.5.6 Bell desk / concierge .................................................................................................................... 8 1.5.7 Lobby desk: .................................................................................................................................. 9 1.5.8 Business center: ......................................................................................................................... 10 1.6 Duties and responsibilities of front office personnel........................................................................ 10 1.6.1 Front office Manager............................................................................................................... 10 1.6.2 Lobby manager/ GRE ................................................................................................................. 12 1.6.3 Reservation assistant ................................................................................................................. 13 1.6.4 Receptionist ............................................................................................................................... 13 1.6.5 Information assistant: ................................................................................................................ 14 1.6.6 Cashier: ...................................................................................................................................... 14 1.6.7 Telephone operator: .................................................................................................................. 15 1.6.8 Bell Boy....................................................................................................................................... 15 1.6.9 Guest relation officer ................................................................................................................. 16 1.6.10 Airport representatives............................................................................................................ 17 1.6.11 Travel desk attendants............................................................................................................. 17 1.8 Co- ordination of front office with other department...................................................................... 19 v
Unit: 2 Front Office Tools and Equipment .................................................................................................. 22 2.1 common tools and equipment used in front office (Manual and mechanical). ............................... 22 2.2 Common terms terminologies and room symbols use in front office.............................................. 23 2.3: Types of guest room ........................................................................................................................ 25 2.4 Room Tariff ....................................................................................................................................... 26 2.4 Tariff cards....................................................................................................................................... 27 2.5 Hotel meal plan:................................................................................................................................ 27 2.6 Hotel key and handling system ......................................................................................................... 28 2.7 Handling and controlling key ............................................................................................................ 30Unit: 3 Sundry Service / Guest service........................................................................................................ 31 3.1 Handling guest mails and message ................................................................................................... 31 3.2 Guest paging ..................................................................................................................................... 33 3.3 Safe deposit locker............................................................................................................................ 33 3.4 Process of handling safe deposit locker............................................................................................ 34 3.5 Left luggage handling procedure ...................................................................................................... 34 3.6 Wake-up call...................................................................................................................................... 35 3.7 Types of guest complaint .................................................................................................................. 35Unit: 4 Guest Cycle...................................................................................................................................... 37 4.1 Guest cycle and activities (Pre-arrival, arrival, occupancy, departure) ............................................ 37 4.2 Reservation and its importance........................................................................................................ 38 4.3 Types of reservation.......................................................................................................................... 39 4.4 Modes of reservation........................................................................................................................ 41 4.5 Sources of reservation ...................................................................................................................... 42 4.6 Reservation processing steps............................................................................................................ 44 4.7 Factors affecting reservation ............................................................................................................ 44 4.8 Reservation correspondence ............................................................................................................ 46Unit 5: Guest Registration........................................................................................................................... 49 5.1 Importance of registration, different forms formats used for registration...................................... 49 5.2 Registration process.......................................................................................................................... 51 5.3 Guest check in procedure in manual and automated hotels............................................................ 52 5.4 System used for registration............................................................................................................. 54 5.4 Front office accounting ..................................................................................................................... 54 vi
5.5 Front office accounting cycle ............................................................................................................ 55 5.6 Types of guest accounts.................................................................................................................... 56Unit: 6 Guest Check Out and Settlement.................................................................................................... 60 6. Introduction ........................................................................................................................................ 60 6.1 Guest Departure Procedure.............................................................................................................. 60 6.2 Group and VIP/CIP check out:........................................................................................................... 61 6.3 Mode of payment ............................................................................................................................. 61 6.4 Foreign currency exchange ............................................................................................................... 62 6.5 Potential Checkout problems and solutions..................................................................................... 63 6.7 Improper posting of charges............................................................................................................. 64 6.8 Role of Bell desk while checking out the guest................................................................................. 65Unit 7: Night Auditing. ................................................................................................................................ 66 7.1 Introduction and importance of night auditing ................................................................................ 66 7.2 Duties and responsibilities of night auditors .................................................................................... 66 7.3 Night audit Process ........................................................................................................................... 67Unit 8: Property Management System. ...................................................................................................... 72 8.1 PMS Application in front office ......................................................................................................... 72 8.1.1 Reservation Module:.................................................................................................................. 72 8.1.2 Front desk module ..................................................................................................................... 72 8.1.3 Room module............................................................................................................................. 72 8.1.4 Cashier module .......................................................................................................................... 72 8.1.5 Night audit module .................................................................................................................... 72 8.1.6 Set- up module........................................................................................................................... 72 8.1.7 Back office module..................................................................................................................... 72Unit: 9 Switch Board Operations ................................................................................................................ 73 9.1 Telephone Operation System ........................................................................................................... 73 9.1.1 Job description of the telecommunication department............................................................ 73 9.1.2 Different telephone exchange system used in hotel ................................................................. 73 9.1.3 Basic telephone etiquettes ........................................................................................................ 74 9.1.4 Skills and competencies essential for telephone operator........................................................ 74Unit 10: Hotel Safety and Security.............................................................................................................. 78 10.1 Hotel Security staff and system ...................................................................................................... 78 vii
10.1 Security through key handling ........................................................................................................ 7810.3 Security through information ......................................................................................................... 7910.3 Dealing with unusual events such as accidents, theft, drunken guest, damage to hotel’s property,birth, death, skipper, fire in the hotel, sick guest, Bomb threat etc....................................................... 8110.4 Crisis communication Management ............................................................................................... 8410.5 Fire Safety ....................................................................................................................................... 8510.6 Classification of fire......................................................................................................................... 85 viii
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Unit 1: Front office Organization1.1 Introduction of Front officeFront office in a Hotel holds prime importance in view of basic nature of Business of the Hotelthat is to sell the rooms. More than 50 % of the total sales is from the sale of the rooms. The profitpercentage in sale of the room is rather very high comparing to the other department of the Hotel.It has a complimentary role of image making which is the first and the last point of contact of everyguest and it also involves in number of activities. Some Hotels may simply call it as a Reception.Front Desk can also be described as the hub or nerve center of the hotel. It is critical to maintain ahigh quality standard in this department since it affects customers’ first impression about the hotel.For front office managers, their main duty is to providing and developing guest services that satisfyguest needs. One of the alternatives to enhance guest services is having a guest service associate(GSA) who is cross-trained in different aspects of greeting and rooming guests. Handling check-ins and checkouts, making reservations and responding enquiries are some common duties of frontdesk department but there are three main functions of the front desk:i. To sell and up-sell roomsThe expected arrivals and available rooms are handed over to front desk in the evening as thereservations office closed. It is the responsibility for the front desk to sell out all remaining roomsto walk-in and call-in guests.Also, front desk clerks up-sell by suggesting and selling guests on an upper sale scale. For instance,suggest them to change room type from standard room to luxury room with a larger room andbetter view.ii. To maintain balanced guest accountsFront desk clerks need to check the guest accounts in order to ensure the accuracy. All consumptionof guests will be charged from various departments to the guest’s folio. Payment will be madewhen guest checkout or transferred to the city ledger.iii. To offer servicesFront desk clerks need to be knowledgeable because they need to handle the enquiries of guestssuch as facilities of hotel, local and hotel information.Night auditor is also part of front desk department. He/she works at night and deal with both thework of the front desk clerk and some of the accounting department. The main functions of thenight audit staff including post charges, ensure the charges are accurate, balance guest accountsand estimate areas that theft will potentially occur. 1
Basic Functions of the front office To sell more rooms. To take reservation requests through various modes and sources To register the guest into the hotel. To assign the rooms to the guest. To maintain proper rooms status information. To maintain guest accounts and settle their bills. To control the guest room keys. To co-ordinate with other department. Handle guests account1.2 Role of front office department in all category hotelsThe role of Front office department: To sell hotel rooms through systematic methods of reservation. Revenues from the sale of rooms contribute to fifty percent or more to a hotel’s profit. To register guests and assign room to them. Is the first and last point of contact for a guest? Has a visible role in creating the image of the property. To provide high profit margins as cost of sale is low.ORThe role of Front Office department is as follows Reservation The Reception Information Section CashierReservationThis section is the center of the department request for reservation of rooms from various sourcesare received and the information is processed, properly documented store and retrieved at theappropriate time to ensure a guest his room upon arrival. Room is the chief product of any Hotel,being a highly perishable commodity. As its sale is linked with time and business, the reservationdepartment ensures rooms are not allowed to perish. The Reservation section in the Front Officeis a very important section as it is the nerve center of the department where all request ofreservation are received and processed. It is the revenue earning section and is primarily 2
responsible for the selling of rooms. Prompt attention is therefore necessary for request forreservation.ReceptionThe activities handled by the reception include welcoming the guest, receiving the guest andassigning them rooms after a few registration formalitiesThis section is located in the lobby. It also allocates the room and established the rates for differenttypes of guest. The person of the section is called Receptionist. GSA (Guest Service Officer) hasdirect contact guest.Warmly received all arrival guests. 1. Complete registration formalities and perform guest check-in. Perform pre-registration formalities for group, VIPs and disable guest. 2. Co-ordinate closely with house-keeping department for clearance of department room, room change and UR (Under Repaired) rooms. 3. Issue VIPs amenities voucher to the food and beverage service. 4. Co-ordinate closely with bell desk for luggage handling and rooms’ keys.Information:The section is vital to Front Office operations. It controls the room keys mails and messages. It isalso equipped with all information of the Hotel facilities and the city, so on.It is located at a frontdesk and responsible for handling mail and messages with room keys. It also provides informationregarding outside and inside of hotel's rules and regulation, facilities, services. It also handles thee-mail, fax, Xerox machine, cable through the business center.CashierIt is also located at front desk and handle by front cashier. Cashier Section is responsible formaintaining and recording guest accounts and bills and folio of guest and either cash or creditsettlement of guest folios at the time of departure. This section is located within the front desk.Front office cashier should ensure the timely collection of all the guest bills from different outletsand post them in respective folios in case if the front office is not computerized.1.3 Organization chart of front office department in small, medium and largehotel.Hierarchy chartThe Front Office organization chart shall be designed according to Functions. Doing so not onlyenhances the control the Front Office has over its Operations, but also provides guests with morespecialized attention. Such a division according to functions, however, is not practical in middleand small size hotels due to the fact that these very hotels don't possess enough and sufficient 3
monetary resources to ensure the existence of at least 3 jobholders (i.e. one for each shift) for eachjob position. Therefore, in middle size hotels, a front office clerk might be responsible for morethan one work position. This is ensured via cross training. On the other hand, in small size hotels,one or two front office clerk(s) might be responsible for all front office activities.Organization chart of Front office in Small Hotel:Organization chart of Front office in Large Hotel: 4
1.4 Layout of front office departmentLayout is the physical demarcation of the section of a department. A well designed layout shouldinvolve proper space utilization, aimed at improving the efficiency and control of the staff. Thefront desk should be located at a prominent place in the lobby. The front office layout includes thefollowing areas of the department.1.5 Sections and their primary functions1.5.1 ReservationThis section is the center of the department request for reservation of rooms from various sourcesare received and the information is processed, properly documented store and retrieved at theappropriate time to ensure a guest his room upon arrival. Room is the chief product of any Hotel, 5
being a highly perishable commodity. As its sale is linked with time and business, the reservationdepartment ensures rooms are not allowed to perish.Reservation Section is also responsible for booking of rooms in advance. It is responsible for thereceiving of the room requests, Reservation analyzing and documentation of the room requestsreceived.This section of the department depends upon the size of the hotel; if the hotel is small sized theremay be not be a separate section for reservations. This section is mostly found in mid-sized andlarge sized hotel.Functions of reservation Book rooms in advance Maximize the sale of rooms. Process, properly document, store and retrieve reservation information from various sources. Upsell rooms to get extra dollar. Work closely with the sales and marketing division to ensure that room sales are maximized. Processing reservation requests received from PMS property management system. Reservation request may be conformed, waitlisted or denied depending upon the availability of desired room type. Updating the room availability status. Maintaining and updating reservation records. Preparing reservation reports for the management.1.5.2 Information.It is located at a front desk and responsible for handling mail and messages with room keys. It alsoprovides information regarding outside and inside of hotel's rules and regulation, facilities,services. It also handles the e-mail, fax, Xerox machine, cable through the business center.Functions of Information Maintain the alphabetical information rack through the channel of reservation, business center, bell desk, reception, GRE, telephone operator. Handle and control rom keys and issue arrival and departure errand cards. Receive and send mails and messages through the channel of bell desk. Handle email fax, internet cables and telegrams through the channel of business center and reservation center. Handle and records guest mail, messages, parcels through the channel of bell boys. Provide proper information to the guests regarding the activities going on inside as well as outside the hotel. Detail knowledge on the city map. Location and address of embassies and consulates. Telephone no. of the doctors on the hotel panel. 6
Hotel rules and regulation applicable to guest. Name and address of travel agents for city tour. Address and telephone no. of casino, golf club, and health club and recreation center in the city. Upcoming events of guest interest.1.5.3 Reception/RegistrationReception/ Registration is an important section of the front office department in a hotel which isprimarily responsible for the warm reception of the guest and assigning rooms after completingthe registration formalities.Function s of reception Warmly receive all arriving guests with courtesy and politeness. Complete registration formalities and perform guest check-in. Perform pre-registration formalities for groups, VIPs,CIPs, airline crews and physically disabled guest. Coordinate closely with housekeeping for departure rooms, room change and UR rooms. Issue VIP amenities voucher with prior approval from the concerned. Calculate room status; prepare occupancy statistics and daily room reports. Coordinates closely with bell desk for checking room discrepancies. Provide hands on information on room types ,tariff, room facilities and other services available1.5.4 Cashier SectionCashier Section is responsible for maintaining and recording guest accounts and bills and folio ofguest and either cash or credit settlement of guest folios at the time of departure. This section islocated within the front desk. Front office cashier should ensure the timely collection of all theguest bills from different outlets and post them in respective folios in case if the front office is notcomputerized.Functions of cashier Maintain the guest’s accounts during his or her stay. Monitor credit limits. Settles cash and credit bills as per the instructions. Maintain a cash bank. Exchange foreign currency. Provide petty cash for hotel expenses. Exchange foreign currency. Control safety deposit lockers. Ensure internal controls of all transactions. Prepare reports as specified by management. 7
1.5.5 Telephone operatorThis is a separate section under front office department located at the backside connected to thefront desk, which is not seen by the guests. Telephone Section handles the guest telephones andmessages, both Incoming and outgoing of the guest. The system is networked into wake-up callsystems, fire alarm systems, and automated door system. Telephone operator is also responsiblefor posting all the charges incurred by the guests and hotel employees while making out calls.Functions of operator Keep telephone channels of communication open. Play an important role in the case of fire and keep the hotel connected within and outside hotel in case of emergency. Keep telephone channels of communication open. Answering incoming calls. Directing call to guest rooms through the switchboard. Processing guest wake-up calls. Answering inquiries about hotel facilities. Protecting guest’s privacy Direct calls to guest rooms through the switchboard/PABX system.1.5.6 Bell desk / conciergeThe bell desk is located very close to the main entrance of the hotel. This section is headed by abell captain, who leads a team of bell boys (also called bellhops) and page boy. They handle theguest luggage from the guest vehicle to the lobby and to guest rooms at the time of departure. Theyescort guests to their rooms and familiarize them with hotel facilities safety feature ,as well as inroom facilities. The bell desk co-ordinates the distribution of daily newspapers to the occupiedguest room, executive offices, business center, selling of postage stamps, keeping the first aid kitand also is responsible for left luggage procedure.Functions of bell desk: Handling guest luggage at the time of arrival and departure. Escorting guest to their rooms on arrival. Providing information to guest about hotel facilities. Locating a guest in a specified area of the hotel. Posing guest mail. Keeping guest luggage in the left luggage room.Concierge:A concierge is a hotel employee who provides information and personalized services to guests likedinner reservation, tour and travel arrangements, and obtaining tickets for special events in thecity. A concierge is often expected to achieve the impossible, dealing with any request a guest mayhave , relying on an extensive list of personal.It is a moveable information desk that is especially 8
designed for the special occasions and events. The concierge accompanied the travelling royaltyand provided them with security, lodging arrangement and entertainment sites.Function of concierge: Making reservation for dining. Obtaining tickets for movie, musical and sporting events. Arranging transportation by limousine, car coaches. Providing information by cultural and social events like art show, local places of tourist interest and photo.1.5.7 Lobby desk:It is an area which is located at the entrance of a hotel building with sitting arrangement for guest'svisitors to meet and wait. It is synonym to the word \"Foyer\" which means a wide passage or largehall just inside the entrance of a public building. The dimension and design of this area rely uponthe size and design of the building. Basically lobby area must be furnished with all the necessarythings. Example:- Lobby desk, Bell desk, GRE/GRO, Reception desk, Cash counter, Rest room,Business center, Safety lockers etc.It is also furnished with seating arrangements and is a meeting place for hotel guests. It is the mostimportant aspect of a hotel as it is the first and last point of contact of the guest with the hotel. Thisarea is under the supervision of front office in coordination with bell boys. This section is handledby lobby manager, followed by guest relation officer (GRO), guest relation executive (GRE) .Theyhandle the VIP,s and CIP,s during the stay of these guests and also facilitating the guests services.Functions of lobby desk Coordinates all guest services from a central point. Handle all guest complaints and disputes. Interpret and safeguard house polices with guests. Ensure efficient transportation to guest. Maintain order in the lobby. Be the sole representative of management at night. Evict efficient undesirable guests from the premises. 9
Hierarchy of Lobby Lobby Manager Guest Relation Senior Bell Executive officer Captian Bell Captain Bell Boy1.5.8 Business center:Business center is a section of front office department that is located in the visible part of thebusiness lobby. The main function of this section is to provide the communication facilities andservices. As E-mail, internet, fax, photo copy, scanner, projector etc. The facilities may includesecretarial services, assists the guests to organize meeting or to have temporary office during theirstay in a hotel.1.6 Duties and responsibilities of front office personnel1.6.1 Front office ManagerFront office manager is in charge of the front office department and allocates the availableresources men machine, materials and money of the department to achieve the goal of thedepartment and the organization. The basic function of the FOM is to directly supervise all thefront office personnel and to ensure the proper and smooth operation of the department.Position: Front Office ManagerCategory: Managerial levelReports to: General ManagerArea of activities: Front of the house operationDuties and responsibilities of F/ O manager Daily checks on room’s availability status for next 60 days. 10
Reviews room blocks and special requests. Reviews and respond to the incoming correspondence. Greets as many guests as time permits at the Front Desk and supervises workloads during shifts. Handles guest complaints. Monitors Guest History Reviews all Front Office log books daily and pursues with appropriate action if necessary. To promote accommodation and functions sales. To control all activities of reservation, information, registration and front office cash counter. To train and develop staff. To create successful guest relation. To compile and maintain proper guest's account. To perform personalized check-in facilities for VIPs/CIPs. To verify all guest folios and guest registration cards. To Maintain close coordination with various departments for effective handling of guest. To Use discretion and fact in critical circumstances. To interview, select and employ suitable staff through the channel of personal manager or HRD. To assist GM and keep him information about the operation of the department. To assist in preparation of annual budget on room sales revenue.Span of authority Supervises and administrate all Front Office operations. Maintains the highest standard of services and be responsible for maximizing the on-day room revenue by obtaining the highest percentage of occupancy and average rate with a proper control in the room availability status. Full Authority has been to manager the F/O operation according to hotel's rules.Communication & co-ordination Executive housekeeper F and B Manager Human resource Manager Lobby manager Chief security officer Chief account officer Chief engineer Business center 11
1.6.2 Lobby manager/ GRELobby manager deal with the guest about uniform service and solve the problems faced by guests.He or she handles all guest grievances. He or she should be well versed with hotel rules, mentallyalert and diplomatic in all his dealings. Normally this section is handled by lobby managerfollowed by guest (GRE) relation executive and (GRO) guest relation officer. They handle theVIP’s and CIP’s during these guests and also vacillating the guest services.Position: Lobby managerCategory: Executive levelReports to: F/ O manager, General ManagerArea of operation: Entire areas of lobby and uniform service out lets, guest floor, bed room.Authority: Top level executiveDuties and responsibilities Responsible for the overall day to day operation. Monitors the Hotel personnel to ensure guests always received cordial prompt attention and personal recognition. Maintains the smooth operation of the Front Office operations. Handles any guest problems according to agreed policy. Ensures special handling for VIP arrival. To make the daily, weekly or monthly duty roasters. To organize, motivate and control the uniform staff. To give information about rate, discount, credit, allowance etc. To give the information about the rules, terms, policies and activities. To conduct briefing and provide short training t his / her staffs. To liaison with airline offices regarding flight schedules. To make constant record of all operational areas to ensure their smooth functioning at night. Greets all guest at all times in a friendly and helpful manner and attempts learn and use guest name at every opportunity. Fully in charge in the absence of the Assistant Manager Front Office. Responsible for the master key. Receives information from previous shift Lobby Manager and passes on pertinent information to the next Lobby Manager. To be constantly up to date on city, emergency telephone number and to up-sell the hotel at all time.. To respond to any other changes in the department function as directed by the industry, company or hotel. Performs any other duties assigned from time to time. 12
Coordinates with: F/O, Security, Housekeeping, Business center, Engineering, F/B service,HRM etc.1.6.3 Reservation assistantPosition: Reservation AssistantCategory: Junior staffReports to: F/O manager, F/O asst. manager, F/O SupervisorAssignment area: Reservation sectionReservation assistant process the reservation request that reach the hotel by any mode telephone,written or on line .depending on the availability of a desired room type they conform, put onwaitlist or deny a reservation request. They are sales persons of the hotel and may practice theirskills of salesmanship by suggesting higher room categories, and also selling other hotel serviceslike spa, specialty restaurants to guests at the time of receiving the reservation request.Duties and responsibilities • To update room rack from time to time. • To calculate the room availability position. • To for cast room sales and occupancy level. • To frame reservation and cancellation code. • To update status board and Whitney system of reservation control. • To maintain reservation chart. • To posting reservation record.Coordinates with: H/K, Lobby, Bell desk, Reception, Information and cash counter.1.6.4 ReceptionistPosition: ReceptionistCategory: Junior staffReports to: F/O manager, F/O supervisorAssigned Area: Reception counter of front desk.A receptionist is the first person to come in contact with guests at the time of their arrival, he/ sheis an important bearer of the hotel’s image. The basic function of a receptionist is to receive guestsand answer their queries.Duties and responsibilities of receptionist: Greet guests on their arrival. Politely confirm the details of guests with conformed reservation. Complete the registration formalities of guest with conformed reservation. Check the availability of rooms. Assign rooms and call the bell boy to escort guests to their rooms. 13
Use up selling techniques to sell higher category rooms and promote other services of the hotel. Co-ordinate room status updates with the house keeping department. Notify housekeeping of all check-outs, late check-outs, earlu check-ins and special requests. Post all the credit charges to the guest folios. Process requests for safe deposit boxes. Process reservation requests of guests.Co-ordinates with: H/K , reservation, Information, cashier, lobby, bell desk, telephone, Security.Information Assistant:1.6.5 Information assistant:Position: Information assistantCategory: Junior staffReports to : F/O supervisor, F/O managerAssigned area: Information sectionInformation assistants provide information to guests about the hotel’s products and services,nearby food and beverage outlets, places of tourist interest in the city and around. Provide desired information to guests. Update the guest rack after arrival and departure. Maintain information rack. Handle guest mails and messages. Co-ordinates guest room maintenance work with the maintenance department. Assist guest paging. Maintain guest room key safely. Maintain and keep up to date of guest alphabetical rack and information rack.Co-ordinates with: Lobby, reception, reservation, F/O cashier,Bell desk , telephone.1.6.6 Cashier:Front office cashier belongs to the accounts section. He/ she works under the finance controllerbut functionally he /she reports to the front office manager. He / she directly in contact with theguest. He/ she positioned beside the receptionist within the front desk. The main function of thiscounter is to secure payment on guest arrival, constantly monitor guest transaction throughout theguest stay settle payment at guest departure.Position: Front office cashierCategory: Junior staffReports to: Chief account officer, Night auditor, F/O manager, asst. F/O manager.Assigned area: Cash counter of front office.Duties and responsibilities of cashier: 14
Maintain the guest’s accounts during his or her stay. Monitor credit limits. Settles cash and credit bills as per the instructions. Maintain a cash bank. Exchange foreign currency. Provide petty cash for hotel expenses. Exchange foreign currency. Control safety deposit lockers. Ensure internal controls of all transactions. Prepare reports as specified by management. Prepare individual bils, weekly bills, visitor’s tabular ledger and the post the voucher.Co-ordinates with: Reception, information, reservation, lobby, bell desk, telephone, and sales andmarketing.1.6.7 Telephone operator:The telephone operator operates and receives incoming and outgoing calls connect to parties.He/she is usually located at the back area of the reception desk with a silent zone.Positions: Telephone OperatorDepartment: Front OfficeReport to: Telephone Supervisor, F/O manager, Chief Eng. Chef account.Duties and responsibilities of telephone operator Answers the Telephone console promptly, friendly and efficiently in a natural voice tone. Answer all incoming calls. Handles international/city operator assisted calls, direct dialing, international/city calls for non-resident guest. Handles wake up calls. Attends telephone briefing and quarterly meeting. Ensures punctual attendance and adheres to duty schedules as directed by the Telecom supervisor. Ensures working area is clean and tidy. Provide paging services for guests and employees. Answer questions about the hotel’s services and products.1.6.8 Bell BoyThe Bell Boy is responsible to receive and ensure correct delivery of guest luggage to and fromthe room, assists to guest inquiries and requests, performs various errands for guest needs, comfortand satisfaction.Position: Bell BoyDepartment: Front OfficeReport to: Front Office Assistants 15
Duties and responsibilities of bell boy Handling guest baggage on Arrivals/Departures Cleaning/Dusting/Sweeping/Polishing of Front Office areas and Equipment. Looking in to valet parking and protecting the vehicle keys until they are claimed by respective guests (Doormen). Maintaining all Registers/Documents relevant to Bell Desk. Delivering Messages/Newspapers to guest rooms and other departments. Put luggage tag at the time of the arrival Escort guests to their rooms. Collecting luggage at the time of check –out. Keep the records of the left luggage rooms. Inform about the scanty baggage guest at the time of check –in. Perform sundry guest services. Help in locating guests in a specified area within the hotel premises1.6.9 Guest relation officerThis position focuses on customer service and builds partnerships with other departments to ensurethat guests' needs are attended to promptly. Supervise the Front Desk operations and ensuring thatrelevant policies and procedures are being followed and that the highest possible service is beingdelivered in a friendly and professional manner. To respond to situations and activities at the FrontDesk and the Lobby. To be the main point of contact for the guests upon arrival till departure andhandle their queries throughout their stay. Leading the Front Office team through organizationalchanges and providing support and manage the Front Desk operations and hotel room inventory.Position: Guest relation officerCategory: Executive levelReports to: Assistant front office manager Greeting all arriving individual guests, especially those under commercial accounts Providing local information for guests Promoting in-house functions facilities and services Assisting front desk staff when they are busy and assisting guest to check out. Operating from Front Desk, Airline, Groups, Rooms Controlling, Club Executive Lounge and Lobby Greeting. Assist guests with check in and checkout, other cashiering duties Give a warm welcome to guests on arrival Handling guests' mails and messages, and answering phone calls. Meet, greet, room and send VIPs. Attend daily briefings meetings. Provide guidance to Guest Relations Assistant at work. Ensure the safety, security and loss control policies. 16
1.6.10 Airport representativesAirport representative is responsible for receiving guest in airport as a representative of the hotel.Plan, co-ordinate and prepare all pre-client arrival documentation such as name boards,visas/documents, welcome packs etc. to ensure that passengers are met and assisted in a timelyand professional manner. Assign the necessary staff to meet designated passengers by monitoringthe flight information screen to establish flight arrivals/departures at the aircraft parking bays, inorder to ensure that passengers are promptly received.Duties include: Greeting hotel guests at the airport Arranging hotel transportation for guests from the airport to the hotel Answering inquiries from guests about the different means of transportation Available from the airport to the hotel such as airport express train, airport shuttle and bus. Taking hotel room bookings Assisting departing guests at the airport Liaising with airlines for special arrangements such as wheelchair for guests and the handling of guest baggage lost by the airlines.1.6.11 Travel desk attendantsTravel desk care of travel arrangements of guests, like air ticketing, railway reservations,sightseeing tours, airport or railway station pick up or droup.The hotel operate the travel desk or itmay be outsourced to an external travel agency. Duties and responsibilities Arranging pick-up and drop services. Providing vehicles on request to guests. Making travel arrangements. Organization full day and half day sightseeing tours in and around the city Arranging for tour guide.1.7 Qualities and Attributes of front office personPleasant personality:This is very becoming to front office operations. Guests like to be handled by a cheerful staff atthe desk. Their smile exudes cheer to the guests and put them at ease. The guest starts building theimage of the hotel from the physical appearance and personality of the front office personnel.Personal hygiene:This is imperative to front office personnel. As they are constantly exposed to hotel guests, a cleanappearance helps to project a good image not only of them but of the establishment as well.It can be achieved by being at ones best sell. They are in direct contact with guests throughout theday.Physical fitness: 17
It is also important for front desk personnel to be physically fit as they have to be constantly ontheir long working hours.During peak business time or shortage of staff, they may have to work atlong stretches.Honesty:The front office employees should be honest and trustworthy. They should not scum to thetemptation that may arise during the day to day working of the department. Honest employees arean asset to an organization and leave a good impression of the hotel in the mind of guest.Salesmanship:Front desk personnel should possess the quality of salesmanship. There are many instances whenthey can push slow moving services or products of the hotel. They motivate the guest to spendmore on various hotel facilities.As a problem solver:Guest invariably approaches the front office for the help. In case they have a problem or complaint,the staffs have to be diplomatic and resourceful to solve the problem at the shortest possible time.A reference point:Guest, who wants information or wants to pass information, uses front office staff for thesepurposes. The front office staff should have the excellent intra-communication skillsto providebest possible reference point for the guests.As a coordinator:Since they are reference point, the front office staffs are required to coordinate with otherdepartments, airlines, travel agencies and city tour officers to give the guests personalized services.As an image builder: As an extension to their salesman’s role, front office staff can certainlygenerate a good image for the establishment in their manner of dress, communication, personalconduct and efficiency.Diplomacy:Diplomacy is the greatest attribute required. Very often there are situations, where a guest is irateover something; a diplomatic dealing helps in diffusing the explosive moments. It is quite commonfor a busy hotel to have no rooms to offer a guest who has come with a confirmed booking. Adiplomatic approach is the only way by which the guest can be pacified.Good memory:Front office staff should have ability to remember names and faces. This single attributedistinguishes the good from the average amongst the front office staff. Every individual has an egoand his/her name is most precious and personal to him/her. If the front office staff can call mostguests by their names, this immediately flatters them and personalizes the guest experience. Theguest begins to feel he/she is welcome to people recognize him/her by name.Good communication skill:The front office personnel must possess excellent communication skills as they interact with guestsat the time of their arrival, stay and departure. They should be confident and polite and clear and 18
precise in their communication. They should be proficient in English or any other widely spokenlanguage.Calmness:Front office staff should have high degree of the nature of calmness to take the busy demands of afront office’s operations. Being the never center of the hotel, the front office is constantly in touchwith guests and therefore invariably comes under tremendous pressure. The guests always expectpersonalized, priority treatment and pressure of demand never ceases. Coupled with this aredifficult guests who can unnerve a person. The front office staff should thus have a high degree oftolerance for pressure of work and be calm and composed at all timesCourteousness:It is important that while interacting with guests the front desk personal should be courteous andpolite. They should never argue with a guest. In case they are unable to resolve any guest problem,they should involve their immediate supervisor.Loyalty:The front desk personnel should be loyal to their job as well as to the management and theorganization. Loyalty instills a sense of belongingness among employees, which reflects in theirinteraction with guest.Punctuality:The front desk personal should be punctual in reporting for their shift, as well as in the dischargeof their duties and responsibilities. The punctuality of employees reflects their commitment to theirwork.1.8 Co- ordination of front office with other departmentThe front office staff interacts with all departments of the hotel, including marketing and sales,housekeeping, food and beverage, banquet, controller, maintenance, security, and humanresources. These departments view the front office as a communication liaison in providing guestservices. Each of the departments has a unique communication link with the front office staff. 19
Co- ordination with Sales and marketing Department:The front office staff must take every effort to keep the information on room availability statusand guest histories current and accurate. The sales and marketing executives may have to checkthe availability of rooms three, six or twelve months in future to device marketing strategies foroff season. This information helps the sales and marketing department to sell hotel products.The front office department co-ordinates with the sales and marketing department for the followinginformation: Guest history Room reservation records. Current room status. Group, corporate, and crew bookings. Setting the transient and bulk room sales.Co- ordination with Food and Beverage Department:Communication between the food and beverage department and the front office is also essential.Some of this communication is conveyed by relaying messages and providing accurate informationon transfers, which are forms used to communicate a charge to a guest's account. • To provide f/B in the guest room. • To arrange VIP amenities in the guestrooms as per guest amenities voucher. • To provide F/B to guest. • To organize meals for the guest as per the room plan. • To serve welcome drinks.Co- ordination with Housekeeping Department:Housekeeping and the front office communicate with each other about housekeeping room status,the report on the availability of the rooms for immediate guest occupancy. • To prepare room report. • To clear departure rooms. • To arrange room for VIP, group check-ins. • To deal with guest laundry. • To report the occupancy status. • Available Clean or Ready-room is ready to be occupiedCo- ordination with Human Resource:The human resources management department may rely on the front office staff to act as an initialpoint of contact for potential employees in all departments. It may even ask the front office toscreen job candidates. If so, guidelines for and training in screening methods must be provided.Some directors of human resources management depend on the front office to distributeapplication forms and other personnel-related information to job applicants. The potentialemployee may ask for directions to the personnel office at the front desk. The front desk informsthe HR department about its requirement of new staff, training requirement for the new staff,refresher training for the existing staff and cross training requirements.Co- ordination with Security: 20
Communications between the security department and the front office are very important inproviding hospitality to the guest. These departments work together very closely in maintainingguest security. Fire safety measures and emergency communication systems as well as proceduresfor routine investigation of guest security concerns require the cooperation of these departments.Co- ordination with Finance controller:The controller relies on the front office staff to provide a daily summary of financial transactionsthrough a well-prepared night audit. This information is also used to measure management abilityto meet budget targets. Since the front office provides the controller with financial data for billingand maintenance of credit-card ledgers, these two departments must relay payments and chargesthrough the posting machine or property management system.Co- ordination with Maintenance Department:The maintenance or engineering department and front office communicate on room status andrequests for maintenance service. Maintenance employees must know the occupancy status of aroom before attending to plumbing, heating, or air-conditioning problems. If the room is reserved,the two departments will work out a time frame so the guest will be able to enter the room or beassigned to another room. Cooperative efforts produce the best solutions to sometimes seeminglyimpossible situations. The essential communication and planning by departmental managers toprovide guest services at a time that will not interfere with delivering hospitality.Likewise, the requests from guests for the repair of heating, ventilating, and air- conditioning units;plumbing; televisions; and other room furnishings are directed to the front desk. These requestsare then communicated to the maintenance department. The front desk clerk must keep track ofthe repair schedule, as guests want to be informed of when the repair will be made.Co- ordination with Banquet department:The banquet department, which often combines the functions of marketing and sales departmentand a food and beverage department, requires the front office to relay information to guests aboutscheduled events and bill payment. The front desk staff may also provide labor to prepare the dailyannouncement board, an inside listing of the daily activities of the hotel (time, group, and roomassignment), and shelter, the curbside message board, which includes the logo of the hotel andspace for a message. Since the majority of banquet guests may not be registered guests in the hotel,the front office provides a logical communications center. 21
Unit: 2 Front Office Tools and Equipment2.1 common tools and equipment used in front office (Manual andmechanical).i. Non Automated equipment Room Rack: It is an array of metal file pockets designed to hold room rack slips (registration records) that display guest and room status information. One glance at the room rack will immediately inform front desk agent of the occupancy and housekeeping status of all rooms. Front desk agents normally use this information to match available rooms with guest needs during the registration process. Key Rack: It is an array of numbered compartments used to store guest room keys. Reservation Rack: A series of pigeonholes where cards are put to show which room have been booked. Information Rack: It normally consists of aluminums slots designed to hold guest information slips which consist of guest name and room number. It is use to assist front office employees with proper routing of telephones calls and mails. Folio Tray: It is a bucket where the guest folio are stored and arranged by guest room number. Ones these accounts are settled, the folio are moved to permanent storage location Voucher Rack: It is a container storing vouchers for future reference and verifications during the night audit.ii. Semi-Automated Equipment’s Account Posting Machines: It is used to post, monitor, and balance charges and credit guest accounts. Telephone Equipment’s: It consist of call accounting system, automatic call dispensing, fax machine, call detection and wake up calls. Credit Card Imprinters: Imprinters presses a credit card voucher against a guest credit card. Magnetic Strip Reader: It reads data magnetically encoded and stored on the magnetic tape strip on credit card.iii. Automated Equipment Security Monitor: CCTV camera for security personnel to monitor certain areas of hotel. Multi zone Clocks: Indicators of the time at different time zones across World. Computers: Computers are the greatest innovation of the mankind. It is the front office personnel most useful equipment. It helps in typing of mails, printing receipts, letters, surfing net. It also helps in storing information regarding guest. 22
2.2 Common terms terminologies and room symbols use in front office. Accommodation: Room Allowance: maintenance expenses given to airline crews. Arrival list: Alphabetical list of guests due to arrive. Bell captain: A lobby staff who has to supervise. Bell desk: Desk in a hotel lobby where bell boys are positioned. Cancellation: when a room reservation is withdrawn by the hotel. Allotment: A block of rooms set aside for a particular purpose, such as group sale or tour whole sale. Amenities: Complimentary items provided as facilities to guest that includes flowers, fruits, wine, cake etc. Black listed guest: a guest who has previous illegal record in hotel. Block: An agreed upon number of rooms set aside for number of groups planning to stay at a hotel. Business center: An area in a hotel or meeting venu offering various sectarian service. Complimentary: A service offered by hotel free of cost. Kith and kin: family with friends. Guest check in: a process of receiving and registering a guest verifying the methods of payment and dispensing room key. Check out: the process of facilitating the guest departure and settling the guest account. Concierge: A person responsible dispatching the information. Crib rate: Ret applicable for children. • O :( Occupied): Room with guest. • V: (Vacant): Empty Room. • House count: Number of guest staying at a hotel in a given night. • OOO (out of order): Damaged rooms which cannot sale. • U.R (Under repair): room going to maintenance. • D.L: Double lucked. • Over stay: A guest who remains in the hotel after the schedule departure date. • Under stay: a guest laves the hotel before scheduled departure date. • Room allocation: to provide rooms to the guest after registration. • Pre assign: Assign the room before guest arrive. • Housekeeping status report: A report prepared by housekeeping department including the current room status of each rooms, base on the physical check. • Information directory: A collection of information kept at the front desk that includes city maps, private taxi rate, airline schedule, important telephone number, special events, schedules etc. • Occupancy reports: A report prepared each night by the front desk agents that list the room occupied that night and indicates those guest expected check out the following days. 23
• Late arrive: a guest arrive after the relief time.• Peak seasons: High seasons.• Sauna bath: system of cleaning body through the dry heat.• Shuttle service: transport facilities for the participation usually by the coach.• Scanty baggage: A guest with light or without baggage.• Sleep out: Guest is registered in room but bed is unused.• Sold out: A room sold out or no room available for sales.• Sundry service: Extra services. Small but valuable services provided to the guest.• Tour operator: who develops various tour package for visitors?• Valet: Laundry attendant who receive and delivered guest laundry.• D.N.D: Do Not Disturb.• Due out: The room expected to be vacant.• Apt: Apartments.• EMT: Early morning Tea.• AT: Afternoon Tea.• Dr: Debit.• A/C: Account.• Walk in: Guest arrive without booking.• FIT: Free individual traveler.• TBC: To be confirms.• SB/ SL: Scanty Baggage or Scanty luggage.• ETD: Expected Time of Departure.• Advance Registration Charts: A chart in which advance booking of rooms from the guest are recorded.• Call Sheet: The form use to record the wake-up call.• Float: the small amount of cash balance maintained by front office cashier for giving change and small payment.• No show: Not arrival of the guest who has book but not cancelled.• VPO: (Visitors Paid Out): Amount of money lent to the guest by the hotel.• GIT: Group inclusive traveler.• Free sale: Room available for sales.• On request: Room booked but not confirms.• Lobby : open space with lounge sofa or seating arrangement• Guest folio tray: Guest folio are stored in a folio tray, they are arranged in ascending order by the guest room number.• Errand cards: Slip or tag in which record of the guest baggage is kept with the room number, name date and cloak number of bell boy. 24
Room Symbols • SGL : Single (__) • Single with Bath: (_ B). • Twin: (=). • DBL: (Double) ( +) • Room No: (#). • Suit: (S). • Inter Connecting: ( *) • Adult: (A). • Child: (C). • Double Luck: (DL). • VC: (Vacant and clean). • Occupied and dirty: ( OD)2.3: Types of guest roomGuest room:An area within a building enclosed by walls and floor and ceiling. A room for the accommodationof a guest. Or spent a day or night. Guest room means a lot to guest such as comfort, safe, clean,privacy and hygiene. Each hotel has a variety of rooms to suit the needs of the guest. Hotel roomcan be classified based on: Number or size of bed in the room Décor of the room, size or the view Accommodation for a particular type of guest ex. Presidential suite for VIP guest.Room must be: Comfort. Security. Privacy. Convenience. Cleanliness, hygiene and personal.Types of guest room: Single bed room: A rooms assign for a single guest. 25
Double Bed Room: A room assign for a couple may have a king size or queen size double bed. Twin Bed: a room having two single bed assign for to guest. Triple Bed: A room assign for three guest which may have three single bed or one single and a double bed. Dormitory: A big with many beds, several people occupy individually. Studio room: A room having sofa cum bed. Interconnecting Rooms: Rooms connected internally for family guest. Adjoining Rooms : Rooms joined with common walls Cabana: A room located near the swimming pools. Pent house: A room on the terrace or on roof top to enjoy open sky and natural light and may be covered when required. Lanai: A Room with balcony or Veranda. Suit: A set of room with sitting area and with other ancillary facilities like May have dining small kitchen, bed room etc. Duplex: suit spread over two floors connected by internal staircases. Presidential suit. Specially design for VIP with all required ancillary facilities. Royal Suit: a suit specially designs for VVIP guest with entire ancillary facilities including security and secretarial service.2.4 Room TariffRoom tariff is the rate or charges offered to the guest by the hotel for the use of different facilitiesand services during their stay. Tariff or room charges may include with meal or breakfastdepending upon the plan as per the guest choices.Types of room rate: Airline Contract: A special negotiated for airline crew Corporate: A rate for business houses that guarantee a minimum number of room night per year. Crib rate: The special rate for the children below12 yrs. Day rate: A rate for guests who are not staying overnight. Diplomatic rate: A negotiated discounted rate to attract diplomatic business. Extra bed: A wheeled foldable bed that is added to a room on the guest's request. Family rate: A rate found in resorts for families on holiday. Group rate: A discounted rate for groups in view of volume business. Standard rate: The standard rate fixed by a hotel with no meals and no discount. Government rate: A negotiated discounted rate with govt. bodies for their travelling officials and foreign visitors. 26
Package rate: A rate quoted when there are events in the city and includes the price of access to the events. Minimum rate: A price range to maximize revenue according to the circumstances. Rack rate: The official rate of the hotel on a given day. These rates based on the room category, types of bed room furnishing, facilities and level of services. The standard full rate for the room. Trade rate: A negotiated discounted rate with trade organization that guarantee a minimum number of room night. Travel agent rate: A negotiated rate to encourage them to write about the hotel and facilities. U.N rate: A negotiated they for local U.N representatives for U.N staff2.4 Tariff cardsRoom tariff cards are published lists of the different tariffs offered by hotels for the use of traveltrade (Travel agencies, tour operators) companies and individual guests. The document includesprices of room's meal plan, taxes, and applicable policies.Classified on the based on:Cost based pricing: is a room rent determination technique that covers the basic cost of operationsat given level of service, plus the predetermined percentage of return on investment.It involves the determination of all fixed and variable costs associated with hotel.Market based pricing:Market based pricing is setting a price based on the value of the product in the perception of thecustomer.The concept is based on an idea of what the ultimate consumer of goods and services,i.e. guest, isprepared to pay and then use this as starting point.2.5 Hotel meal plan:Hotel meal /Room plans are the package of meals with accommodation offered by a hotel to theguests for their convenience. According to room meal package the guests are informed to have thechoice of meals and accommodation during their stay.Types of meal plan:European plan (EP):This plan includes the facilities of accommodation only. The meals are charged separately fromthe room in this plan.It is generally preferred in a commercial hotel where business executives have to socialize withtheir clients. 27
Continental plan (CP)This plan includes the facilities of room and continental breakfast.This plan is generally found in hotels in Europe.American planThis plan includes the facilities of room, breakfast, lunch and dinner.It is also known as full board /American plan. It is also popular among groups.This plan is popular in resort hotels located at remote places where guests do not have a choice offood outside the hotel premises.Modified American plan(MAP)This plan includes the facilities of room, breakfast and either lunch or dinner.This plan is also known as half board or demi –pension. It is popular in hotels located at touristdestinations where the guest may want to go for sightseeing after breakfast, have lunch outside thehotel and return to the hotel in the evening and have dinner.Bed and Breakfast (B and B) Bermuda planThis plan includes the facilities of room and any choice of breakfast. Normally, this plan consistsof room rent and American breakfast.2.6 Hotel key and handling systemGuestroom key / Security locks can be a critical aspect of guest protection.The guestroom doors and windows must be fortified to prevent forced entry.Installation of burglar proof door locking system and effective Key and key control procedure isto be followed by the hotel to ensure guestroom safety against theft.Basic two types of locks systemConventional mechanical lock system: (This system comprises of manual)Programmable electronic lock system (Micro fitted electronic lock system) Each door has its own microprocessor which contains a predetermined sequence of code. A master console /support at front desk contains a record of all the codes sequences for each door. At the time of registration, the front desk encodes a key card with the next codes in the sequence for the assigned room. 28
When a newly encoded key card is inserted into the lock, the previous code will be cancelled and the lock will now only recognize the new code. A key can be programmed to allow access only to certain areas, facilities and guest room for a specified period of time only.Types of Keys used in hotels for effective Key control Guest Room Key’s Master Keys Grand Master Emergency Keys Floor Supervisor KeyGuest Room Key’sThe hotel guest room key is normally issued to open only one room for which it was intended, viz.individualized key for each lock. If the guest room lock is in shut-out mode the guest room keycan neither open it nor lock from outside of the room.Master Keys:This key opens the guest room doors locks of all rooms in a hotel, so long as they are single-locked.This type of key handled by Executive assistant housekeeper, front office manager,, lobby managerand sometimes maintenance staff.Grand Master:This key is used by General Manager / Residential manager .This key opens all the rooms therooms of all floors and is kept in safe deposit lockers of front office department and brought incirculation only when necessity arises. This key also opens the public area locks, safe depositlockers, locks of all the offices stores pantries etc.Emergency Keys:This type of key opens all guest room door locks, public areas, back of the house area etc, eventhey are double locked. This type of key is used only in case of emergencies e.g. Death, fire, injuryetc. It is handled by the chief security officer, through lobby manager, executive house keeper, andgeneral manager also have an authority to use it.Floor Supervisor Key:The floor key is used by room maids and supervisor. It is one single key used to open all rooms ofa particular floor. Each room attendant is issued this key of his / her assigned floor before joiningduty. 29
2.7 Handling and controlling key The staff of a hotel should know the different types of keys that are in circulation within a hotel. The guest room key should be kept in a secure place, the correct slot or hook of rack. Handle the guest room key to the guest only after clear identification. A regular inventory of keys should be carried out. The master and grand master key should be kept in a safe place or safe deposit box. Always request the guest to deposit the key at the time of check –out. A log book or key control sheet can be used to monitor the distribution of master and grand master key.Some key cards brands:Unique, vingcard, Electronic, Miwa and saflock etc. 30
Unit: 3 Sundry Service / Guest service Besides food and accommodation guest may require the miscellaneous service during their stay in the hotel. Sundry service is the extra service is that are provided to the guest. Front desk and bell desk play a vital rate in providing and operating these services. The front office department in a hotel of on provides several services to the guest, which are perform by a number of individual section. The sundry services provided by front office staff to the guest. During a guest’s stay in a hotel, the front office staff also provides various kinds of guest services. These services may vary from hotel to hotel and from guest. Some guest s require that the hotel attends to their messages, mail, telephone calls, and visitors when they not in the hotel. They may also want to keep their valuables and important document in safety lockers. The following guest services are: • Guest mails and message • Guest paging • Safe deposit locker • Process of handling safe deposit locker • Left luggage handling procedure • Wake-up call • Types of guest complaint • Handling guest complaints3.1 Handling guest mails and message Message Message is one of the methods of effective communication and it is very important in hotel for guest convenience. The meaning of the message in hotel is providing the information from one guest to another in an efficient way to all hotel guest and outsiders. The carelessness and negligence of the guest message cause a serious complaint to the hotel. So all guests’ messages should be handled with care to insure better service standard. When a person wishes to leave a message for a guest staying in the hotel who is not available at particular point of time, the information assistant hands over a message slip or assists the guest in recording details, such as name of the guest, room, no., time that message was recorded and description as well. The message is taken down in duplicate. The original is placed in the appropriate slot of the key rack, while the duplicate is sent to the room itself through the bell boys and slipped under the door. 31
Message handling procedure: All messages for the guests who are expected to arrive at the hotel on a particular day should be attached to their registration cards at the front desk. The messages received for resident guests are sent to their respected rooms through bell boy. First copy goes to the guests, second copy goes to the reservation file and the third remains itself in the pad. The message for the non-residents will be kept at information section to await collection.Mail:Mail is just written and verbal communication, which is transferred from one point toanother.it, may vary from letters, business and promotional materials, cables and telex, faxto large parcels and packages. Mail is often received at information counter, either for gueststaying in hotel or expected guest. This guest mail is put in the respective pigeonholes onthe mail rack. Or sent to the bell boy to the guest room. A complete record is kept regardingthe registered and recorded mails, employees' mails and other mails. Mail can be dividedinto two types.Incoming mail:This mail is received by the assistant information staff via the postal system. Mail mayarrive for various departments in the hotel, houseguest and staff. It is possible to receivedletter by fax, or computer.it is necessary to have a procedure for receiving recording anddistributing all the types of incoming mail to ensure that a right message gets to be rightperson with minimum delay.Incoming mails may be two types:Ordinary mail: The mails whose delivery record is not maintained by the deliveringagency are known as ordinary mails. Hotel keep a record of all mails received at the mailreceiving desk in a mail log book.Registered mail:The mails whose delivery record is maintained by delivering agency are known asregistered mails. The post man maintains the record of delivery by asking the address tosign the delivery report as a token of receipt of the mail. Registered mails are received, 32
they are recorded in the mail log book and the guest’s signature is taken at the time of delivery when they collect the mail from the front desk. Outgoing mail: The mail that is being sent out from the hotel is first collected by the front desk clerk, arrange for its delivery to the post office and often pay the postage charges. It is necessary to keep the record of the quantity and costs of the mail being sent out.Any letters or parcels posted for the guests must be weighed and voucher of the charges sent to the cashier’s desk. The charges for the service are added to the guest account through a miscellaneous charges voucher. Procedure of mail delivery Stamp date and time of receipt on every mail received. Sort the mails as hotel mails and guest mails. Arrange each category of mails in alphabetical order. Further sort hotel mails into official mails and employee mails. Send employee mails to time officer for delivering to the concerned employees. Delivery the official mails to the concerned office. Send guest mails to the information section. The mails of resident guests are delivered in the guest rooms by the bell boy, if the guests are present in the room. The mails of checked-out guests are sent to the back office, from where the mail forwarding address is taken and mails are re-directed to the address.3.2 Guest pagingPaging is the system of locating guests in a specified area of the hotel. When a guest in not in herroom and is expecting a visitor, she may fill a location from and leave the same at the front desk.When the visitor come s to meet the guest, the front desk agent writes the name and roomnumber of the guest on a page board and send a bell boy to the area mentioned by the guest onthe location form.3.3 Safe deposit lockerSafe deposit boxes are offered to the guest for the safe keeping of their valuables during the periodof stay in the hotel. Such box either maintained in the individual guest room or at the front office.The hotel may provide this facility for a nominal charge depending upon the house policy. Guestwho wish to use this facility have to sign in the safe deposit locker register to get the keys of thesafe deposit box. 33
3.4 Process of handling safe deposit lockerIssue of locker: An empty safe deposit locker is allocated to the guest with the locker number. A safe deposit box registration card is hand over to the guest and the guest is requested to fill the necessary information. The locker is assigned and the locker key is handed over to the guest. The guest keeps his valuables and documents in the locker, locks the box and carries the key. The guest can use the safe deposit box as and when required. The guest is required to make an entry in the safe deposit locker register for each use.Surrender of locker: The guest is required to withdraw the articles placed in the locker. The guest is required to sign an acknowledgement that he has received all the articles that had been placed in the safe deposit box. The guest surrenders the locker key and collects the locker key from the guest.3.5 Left luggage handling procedure Left luggage is defined as luggage and baggage left by those guest who want to check–out of the hotel but wishes to collect the luggage later. Those guest who want to visit other places for different purpose, either for a short or long time, may find it inconvenient to carry all their luggage and baggage with them or to retain a room in the hotel.To facilitate such guests , hotels often maintain a separate unit to secures such luggage, which is known as the left luggage store. Guest luggage are tagged, recorded and secured in the left luggage store. The cut of luggage tag is given to the guest and luggages are issued against tallying the slip with the attached tags in the luggage.Procedure for handling left luggage:Receipt • Ascertain if the guest wishing to leave his luggage has paid his hotel bill. • String the baggage ticket on each piece of luggage separately. • The baggage ticket has a number which is also printed on the counter foil of the ticket. • Enter details in the left luggage area. • Tear off the counterfoil of each ticket and hand it over to the guest. • Keep the luggage in the left luggage area.Delivery • Take the counter foil of the luggage ticket from the guest. • Tally the same with the ticket attached to the luggage in the left luggage area. 34
• Enter the date of delivery in the left luggage register. • Retain counterfoils and tags of luggage.3.6 Wake-up callA wake-up call is a telephone call by made the telephone operator to a guest at a specific time,predetermined by the guest.BY its very nomenclature a wake –up call is a telephone alarm towake a sleeping guest. Normally, the telephone departments are fully concerned with wake –call,but the lobby personnel are involved when wake- call is received by the lobby desk which in turndisseminates it to the telephone department.Wake –up call procedure When approached by the guest to place a wake-up call, the Guest Services Officer is to note down the timing on the Wake Up Call list. A reminder call at 5 minutes later should be offered to guest who requests for a wakeup call. An updated rooming list must accompany all groups’ wake-up calls. During the night shift, the requested timings will be consolidated, verified by the Assistant Manager –Front Office and passed over to the Guest Services Centre for processing. After checking, the Assistant Manager– Front Office must return call to the Guest Services Centre to report the finding immediately. All missed wake-up calls must be reported to the Assistant Manager or Front Office Manager so that service recovery can be done. Guest Serviceteam Leader or Assistant Manager will be responsible to conduct the investigations and report immediately. If a guest requests a wake-up / reminder call during the day, he /she should be asked whether he / she is willing to accept any other calls.3.7 Types of guest complaint “… One is dissatisfied, unhappy, etc.”The customer’s expectations have not been met in the service encounters. For example, defective shoes, poor meals and accommodation quality, unreasonable waiting time... When guests are not satisfied with some services and express their discontent to hotel employees, most often to the front desk staff, their grievances are recorded as guest complaint. Types of guest complaint Mechanical complaint: Mechanical complaints are related to the malfunctioning or non- functioning of systems and equipment's installed in guest room's .e.g. tv.mini bar. AC. Channeled music, geyser etc. Attitudinal complaint: 35
• When a guest feels insulted by the rude or tactless hotel staff and lodges a complaint, it is referred to as attitudinal complaint.• A guest may also make attitudinal complaints when the hotel staff bothers him with their problems. Service related complaints Service related complaints are about the problems in services provided by the hotel, like delay in the room service of lunch, or delay in the clearance of soiled crockery from the room after meals. Unusual complaint Unusual complaints are those over which the hotel does not have any control.e.g. a guest may complaint about the lack of golf course in the hotel, or lack of central heating facility etc. Handling guest complaints• Listen silently without interruption.• Show concern and take complaints seriously.• Never argue. Remember the guest is always right.• Never try to win an argument.• Offer choices and never make a false promise.• Monitor the corrective measures.• Follow up and inform the guest solution.• If unable to resolve the guest problem, consult your senior staff. 36
Unit: 4 Guest CycleThe hotel guest stay cycle can be divided into four main stages. Within these four stages there areimportant task related to guest services and guest accounting. Front office employees must beaware of guest services and guest accounting activities at all stages of the guest stay. Front officestaff can effectively serve the guest if they have a clear understanding of the flow of business inhotel. Guest Cycle also represents a systematic approach to front office operations.4.1 Guest cycle and activities (Pre-arrival, arrival, occupancy, departure)Pre-Arrival: The Guest chooses a hotel during the pre- arrival stage of the guest cycle. Choice ofthe guest can be affected by many factors, including previous experiences with the hotel,advertisement, word of mouth referral by friends and colleagues, location, corporate, travel agentbooking, hotel name, hotel loyalty program member etc.Functions of the F/O in the pre-arrival phase Processing the reservation request of the guest. Creation of guest folio. Blocking the room for the guest. Making special arrangements for the guest (if required)Arrival: The arrival stage of the guest cycle includes registration and room assignment process.After the guest arrives, he or she establishes a business relationship with the hotel through frontoffice. It is the front office staff responsibility to clarify any query of the guest especially the detailsof room rate of packages he /she is booked on. Office staff should determine the guest's reservationstatus before beginning the check-in / registration process.Functions of the F/O in the arrival phase Reception an welcome of the guest. Registration of the guest. Room rate and room assignment to the guest. Handing over the room key to the guest. Luggage handling of the guest by bell desk. Delivering the mails and messages that the hotel has received on behalf of the guest.Occupancy: As the main contact Centre for hotel activity, the front office is responsible forcoordinating guest requests. Among those providing information and supplies to the guests. Frontdesk should take extra care to respond to the guest on a timely and accurate manner. The mainfocus of the front desk staff is to provide anticipatory service and to meet or exceed the guests’expectations. This will encourage the guest to repeat to the hotel.Occupancy phase 37
Handling guest accounts. Message coordination. Key handling. Guest mail delivery. Guest paging. Safety deposit locker. Guest room change. Handling guest queries and complaints. Information about the hotel, city. Travel arrangements.Departure: Guest services and guest accounting aspects of the guest cycle are completed duringthe cycle's fourth and final phase i.e. departure. At Departure the guest vacates the room, receivesthe accurate statement of the settled accounts, returns the room keys and leaves the hotel. Once theguest has checked out, front office updates the room's availability status and notifies thehousekeeping department. (For hotels using Property management software the status of the roomis updated automatically).Departure phase Preparation and presentation of guest bills. Settlement of guest account. Language handling by the bell desk. Left luggage handling. Sales and marketing activities. Farewell the guest.4.2 Reservation and its importanceFace is the Index of mind; similarly, Reception is the face of the Hotel. Some hotel the receptionmay also act as a reservation centre or operated in a separated place. However, Reservation sectionin front office is the nerve center of the department where all the request of reservation are receivedand processed. Room sale is the main source of revenue for any hotel. Rooms are the mostperishable product of the hotel, since the investment on rooms is higher than any other product ofthe hotel. In order to get Return on Investment (ROI), the room sale has to increase and should bealways 100% of occupancy.For Hotel:Reservation is very important for the hotel as it gives the hotel time to plan their activities andactions fora guest who would arrive after some time. It is a good indication to accommodate.Manager can make the level of business likely to be encountered during the coming period. Hotelcan look for the right room which matches the requirement to guest and is most suited to his needs. 38
Necessary arrangements like cleaning of room and many special arrangements like fruits andflowers etc can be done in advance.Hotel can forecast their future revenue generation easily through reservation. Once the rooms aregoing to occupy, then automatically the food and beverage sales will also go high. That's how thevolume of the business can be calculated through reservation. Hotel can schedule their staff needsmore accurately to avoid any inadequate staff being available at any time. This can be applicableaptly towards resorts or seasonal business hotel.Rooms division of hotel generates maximum revenue for a hotel and since guest wants to be surethat a room is ready for him when he reaches hotel, he makes advance reservations. Approximately70% of room sales business comes from reservation this shows the importance of reservations fora hotel.For a Guest:For a guest the importance of reservations (i.e.) booking of a room is also great. When he isbooking room in advance he is sure that when he will reach there, there will be no disappointmentof not finding a room available at the hotel. He can plan his holiday and can stop worrying aboutthe accommodation and can concentrate on some other activities.4.3 Types of reservationTentative reservation:It is a reservation request that a prospective guest makes on a tentative basis for particular staydate. The hotel holds the room for the guest till a cutoff date, by which the guest should conformthe reservation. Upon confirmation from the guest the hotel changes the tentative reservation to aconfirmed reservation; otherwise it cancels the tentative reservation.WaitlistedA reservation is waitlisted when the requested category of room is not available for the requesteddates. The waitlisted reservation is confirmed when the hotel receives a cancellation request for aroom of the same category. This way the hotel ensures that its rooms will not remain vacant incase of cancellations. The guest will be assigned a room for only in the case of a cancellation or ano show.e.g. High occupancy periods, festivals time or season’s time and overbooking.Conformed reservationOnce a guest confirms a reservation request, the hotel blocks a room for specified stay dates andsends a written confirmation of the same to the guest.e.g. Name of the guest Date and time of arrival Room type 39
Duration of stay Room rate Number of persons Reservation classification Reservation confirmation number Special request by the guest Conformed reservationi. Guaranteed reservation:In the guaranteed reservation the hotel assures the guest that the required rooms shall be blockedafter confirmation. This requires the guest to make an advance payment part or full, depending onthe hotel policy and the hotel occupancy for the requested stay dates.Booking in writing:This is a good proof of sincere intent for a room booking. Today e-mail booking are accepted andis quick responded to by instant room confirmation.Advance deposit:An advance deposit guaranteed reservation requires that the guest pay the hotel the anticipatedamount of money before arrival. Advance deposit is partially large enough to cover one or twonights’ room charge.Pre- payment:This requires full payment prior to the guest arrival. This is normally the most desirable form of aguaranteed reservation. This type of reservation is rarely used while booking room in any hotelindustry.Credit card:Guaranteeing reservations through credit card are most popular method of payment in the businesshotel. Depending upon the financial status and money in bank, the credit card is issued to thebuyers. Some accepted credit cards are visa, master, American express.Travel agents:Guest pays the travel agent in advance for their tour package and the travel agent guarantees theclient’s reservation. The agent provides the voucher to guests indicating the required services thatare required to be offered by the hotel. In case of no show, the hotel generally bills the travelagency for payment and according to agreement the travel agent must make the payment to hotel. 40
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