3 Front Office Accommodation Product and Hotel Guest
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Transcript of 3 Front Office Accommodation Product and Hotel Guest
Accommodation Product and Hotel Guest Amenities
Front Office Operations
Rooms DivisionFront Office Department Housekeeping DepartmentPABX or PBX / Telephone Department Laundry DepartmentConcierge/Bell Service Department /Porter
Service
F.O. OperationsReservationsRegistrations Room and rates assignmentGuest ServicesRoom StatusMaintenance and settlement of guest
accounts as well as city ledger Creation of guest history by using guest
history cardex
ReservationsAvailability of toll free telephone
numbersDirect telephone callsHotel sales representativesTravel agenciesTelex/Fax E-mailsProperty networks
PABX Department PABX- hotel switchboard or private
branch exchangeAnswering and distributing callsMonitor wake up callsCoordinate all the emergency callsProtect privacy of the guests
FRONT OF THE HOUSE Set proper service standardsEnhance hotel’s imageMake lasting impression
Personal Traits of F.O. StaffReports on timeWith positive attitudeMatureMaintains control and composureSmiles readilyPleasant, cordial and a people person
Personal Traits of F.O. StaffWith sense of humorSmartCreativeWith good listening skillsFlexibleInnovativeA team playerWith eye for detail
SKILLSWith practical skills, knowledge
and aptitudeMathematical skills (for cashiering
and accounting tasks)Keyboarding (recordkeeping and
computer operation)
Good Grooming Dress appropriatelyObserve proper groomingUse minimum jewelryNeat and always presentable
F.O. Staff1. Uniformed Service departmentBell AttendantDoor AttendantValet Parking AttendantTransportation PersonnelConcierge
F.O. Staff2. Front Desk
Receptionist Front Desk Agent
CashierMail and information clerk
Front Desk Agents/Clerks
Reservations DepartmentReservation Manager
Telephone Operator
Receptionist
Bellman/ Bellboy/ Bellhop
Palm Garden Raffles Singapore
Doorman
Hotel Concierge
Accommodation ProductOne of the main products provided by a
hotelOne of the largest sources of incomeA guest purchasing accommodation also
receives other facilities and benefits such as ambience, décorations and security
Types of guest roomsHotel guest rooms can be classified as:The number and size of bedsDécor, Room size and ViewSpecial types of accommodation for
particular types of guestsExecutive floor for business executives
and presidential suites for VIPs
Number and size of beds
Types of room
No. of beds
No of people/room
Single 1 1
Twin 2 2
Double 1 2
Queen 1 2
King 1 2
Décor, Room size and View
Type Size (2m) View Examples Décorations
Standard single 23.5 Garden view Pine furniture
Superior double 23.5 Sea view Pine furniture
Deluxe twin 28.6 Sea view Rosewood furniture
Deluxe double 28.6 Sea view Rosewood furniture
Suite 105.9 Sea view Antique furniture
Executive Floors and Presidential SuitesThe Executive Floors
Separate check-in proceduresMeeting-room facilitiesInternet / Broadband serviceSeparate breakfast room and bar
areas
Executive floors and presidential suitesNon-smoking floors
Awareness of health consciousWomen-only floors
With sense of securityPresidential suites
Target up-market or wealthy clientele, and VIPs
RoomRack Rate / Full Rate
Normal standard rate for the room with no meals included
Corporate / Commercial rateRate agreed between a company and
hotel for all individual room reservationsGroup rate
Rate agreed between travel agent and hotel for group room reservations
Room RatesIT rate
Rate agreed between travel agent and hotel for all individual room reservations
Crew rateRate agreed between airline and hotel
for their airline crew room reservations
Hotel Brochures and Tariffs
Sales and marketing toolsHelp to sell the accommodation food
and beverage, facilities and services of a hotel
Tariffs are usually printed separately as an insert
Types of hotel guestHotel guests can be classified according to their:Purpose of visitGroup sizeOrigin
Purpose of visit1) Pleasure (Leisure) travelers
Known as tourists Sightseeing or entertainment Highly seasonal Attracted by special festivals, sports
or cultural events Price-sensitive
Pleasure travelersDomestic tourists
Week-ends, special functions &activities
Foreign independent travelers (FITs)Require accommodation only
Group inclusive tours (GITs)Packaged tours & lower expenditure
Special interest tours (SITs)Shopping purposes, golf tour
Purpose of visit2) Business travelers
Carrying out business Largest sources of demand for
accommodation Types of business traveler
Individual business travelersCorporate business travelersConference participants
Group sizeIndependent traveler
Travels aloneFor business or pleasure
Group bookingBook through travel agentTravel agent acts as a representativeReceives commission
OriginLocalForeign travelers
Selection of a hotelAdvertisementsRecommendations (words of mouth)Location of a hotelPricingPreconceptions of a hotel
Guests and their needsBusiness traveler
Ease in making a reservationQuick check-inReliable and comfortable productDiscreet meeting places (lounges,
conference rooms)Early breakfast and quick check-out
FUNCTIONS of Front OfficeSell guestrooms, register guests and
assign roomsProcess future room reservations, when
there is no reservation department or when it is closed
Coordinate guest servicesProvide information about the hotel,
community, attractions or events
Functions of F.O.Maintain accurate room status
informationMaintain guest accounts and monitor
credit limitsProduce guest account statements and
complete proper financial settlement
Guests and their needsTourist
Friendly front office staffBudget accommodationConvenient location
Room Status TerminologiesOccupied: A guest is currently registered to the
room.Complimentary: The room is occupied, but the
guest is assessed no charge for its use. Stayover: The guest is not expected to check out
today and will remain at least one more night.On-change: The guest has departed, but the
room has not yet been cleaned and readied for re-sale.
Do Not Disturb: The guest has requested not to be disturbed.
Room Status TerminologiesSleep-out: A guest is registered to the room, but
the bed has not been used.Skipper: The guest has left the hotel without
making arrangements to settle his or her account.Sleeper: The guest has settled his or her account
and left the hotel, but the front office staff has failed to properly update the room’s status.
Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.
Out-of-order: The room cannot be assigned to a guest. A room may be out-of-order for a variety of reasons including the need for maintenance, refurbishing, and extensive cleaning
Room Status TerminologiesLockout: The room has been locked so that the guest
cannot re-enter until a hotel official clears him or her.DNCO (Did Not Check Out): The guest made
arrangements to settle his or her account (and thus is not a skipper), but has left without informing the front office.
Due out: The room is expected to become vacant after the following day’s checkout time.
Checkout: The guest has settled his or her account, returned the room keys, and left the hotel.
Late Check-out: The guest has requested and is being allowed to check out later than the hotel’s standard check-out time.