Basic Front Office

8/3/2019 Basic Front Office

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TOPICS OF DISCUSSION

Front Office Organization

Front Office Function & Duties

Front Office Job SpecificationFront Office Operations

o The Guest Cycle

Pre – Arrival

Arrival

Occupancy

Departure




Registration

o Pre-registration Activity

o The Registration Record

o Room & Rate Assigment

o Method of Payment

o Issuing the Room Keyo Fullfiling Special Request.




Front Office Responsibilities

o Front Office Communication

Log Book Briefing

Front Office Meeting

Information Directory

Mail Handling

Telephone Service




Guest Relations

o Complaints

o Identifying Complaints

o Handling Complaints

o Follow up Procedure




Check Out & Account Settlement

o Departure Procedure

o Front Office Records (Guest History)




Front Office Security Functions

o The Role of the Front Office

o Key Controlo Surveilance & Access Control

o Protection of Funds

o Safe Deposit Box

o Lost & Found

o Emergency Procedure




Front Office Forms

o Pre - Arrival

o Arrival

o Occupancy

o Departure




Front Office Equipment

SOP (Standard Operating Procedure)

o Welcoming the Guest

o Escorting the Guest, etc

Front Office Check List

Telephone Courtesy

Front Office Terminology



FRONT OFFICEORGANIZATION

The front office in a large hotel supportsmany positions with a considerable

separation of duties. These positions typicallyinclude, but not limited to1.A Receptionist; who registers guests and maintains room

availability information,

2.A Cashier who handles money, post charges, and

oversees guest account settlement.3.A Mail and Information Clerk who takes messages,

provides directions to guests, and maintains mail.



FRONT OFFICEORGANIZATION

4. A Telephone Operator who manages theswitchboard and coordinates wake upcall.

5. A Reservation Agent who responds toreservation requests and createsreservation records.

6. A Uniformed Sevice Agent who handles

guest luggage and escorts guest to theirrooms.



FRONT OFFICE FUNCTION & DUTIES

Hotel Front Office department has the following functions and duties:

Sell guestrooms, register guests and assigns guestrooms.

Coordinates guest services

Provide information about the hotel, the surrounding

community, and any attractions or events of interest to guest. Maintain accurate room status information and room key

inventory.

Maintain guests accounts and monitor credit limits

Produce guest account statements and complete properfinancial settlement.

Handles all mail, messages, and facsimile and other items forguests.

Prepares occupancy report.



JOB SPECIFICATIONS

List of the personal qualities, skills and

traits a person needs to successfully perform

the task outlined in a job description.



JOB SPECIFICATIONS FRONT

OFFICE PERSONNEL

Professional Demeanour

Reports to work on time

Has a positive attitude toward the job and thehotel

Recognizes positive and negative aspects of the job

Possesses maturity in judgmentMaintains control and composure in difficult

situations.




OFFICE PERSONNEL

Congenial NatureSmiles readily

Exhibits cordial and pleasant behaviour

Is a people personHelpful Attitude Is sensitive to the guests’ need

Possesses a sense of humour

Responds and speaks inteligentlyDemonstrates creativity

Practices good listening skills




OFFICE PERSONNEL

Flexibility

Willing and able to accept a different work shift if

necessary

Understand others’ points of view

Willing to try new ways of doing things; innovative

Works well with guests and hotel staff; a team player

Well-Groomed AppearanceDresses appropriately; meets property standards for

wear and care of uniform, jewelry, personal grooming




OFFICE PERSONNEL

Finally, an outgoing personality and a

willingness to learn are especially important

qualities for a front office employee.



FRONT OFFICE

OPERATIONS

Front office functions include reservations,registration, room & rate assignment, guestservices, room status, maintenance and

settlement of guest account and creation of guest history records.

The guest Cycle

Pre – Arrival

Arrival

Occupancy

Departure



PRE - ARRIVAL

The guest choose a hotel

Previous experiences

AdvertisementRecommendations from travel agents, friends, or

business associates.

Hotel locations or reputation

Preconceptions based upon the hotel’s name or chain affiliation



PRE - ARRIVAL

The guest choose a hotel

Be influenced by the ease of making reservations &

how the reservation agent describes the hotel &

facilities.

The attitude, efficiency and knowledge of the front

office staff may influence a caller’s decision to stay.

Reservation agent must be able to response quickly

and accurately to requests for future accommodation

– proper handling of reservation information is

critical.



ARRIVAL

Registration & rooming functions

Registration record

The guest’s intended method of payment

The planned length of stay

Special guest needs (rollaway bed, baby crib orpreferred room location)

Guest signature can be a very important part of registration process

Gathering all requisite impormation in detail.



OCCUPANCY

Coordinating guest services – Information &

Supplies

Should respond to guest in a timely andaccurate way to maximize guest satisfaction

Security issues likely to apply to front office

employee include the protection of funds and

valuables



DEPARTURE

Completed guest services & guests accounting

aspect.

Construct of a guest history fileAccount settlement



OBJECTIVE – GUEST

CYCLE

A MAJOR FRONT OFFICE OBJECTIVE

THROUGHOUT THE GUEST CYCLE IS TO

ENCOURAGE REPEAT VISITS



GUEST CYCLE FRONT OFFICE FUNCTION

GUEST

SERVICES

GUEST

ACCOUNTINGPre – Arrival Reservation

Arrival Registration Establishment of

credit

Occupancy Occupancy

Services

Charge of

postings

Departure Check out &

History

Settlement



Pre-Arrival Arrival Occupancy Departure

Guest

ReservationUniformed

Service

Desk

AgentSwitchboard Mail

& Information

Cashier Uniformed

Service

Basic Front Office

Documents

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