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WelcomeParticipants

and thank You for Attending Front Office Training

A blessed Day to EveryoneBy: Julius Cesar Q. Judalena

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HOTEL / RESORT

FRONT OFFICE

OPERATIONS

TRAINING

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HOTELA building, edifice or premises or a completely

independent part thereof, which is used for the regular

reception, accommodation or lodging of travelers and

tourists and the provision of services incidental thereto

for a fee.

Any place or places with pleasant environment and

atmosphere conducive to comfort, healthful relaxation

and rest, offering food, sleeping accommodation and

recreational facilities to the public for a fee or

remuneration.

RESORT

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CLASIFICATIONS OF HOTEL

• DE-LUXE

• 1ST CLASS

• STANDARD

• ECONOMY

• AAA

• AA

• A

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TWO AREA OF A HOTEL / RESORT

FRONT OF THE HOUSE

• Front Office

• F&B Service Personnel's

• Concierge

• Customer Service Officer’s

• Bell and Valet personnel’s

• Security Officers

BACK OF THE HOUSE

• Housekeeping Department

• Pest Control and Gardeners

• Maintenance DepartmentHEART OF THE HOUSE

• Accounting

• Purchasing

• Admin

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DELUXE HOTELS

• Manila Hotel

• Edsa Shangri-La

• Vivere Suite

• Renaissance Makati City Hotel

• Mandarin Oriental Manila

• Makati Shangri-La

• Century Park Hotel

• Hyatt Regency Hotel

• Hotel Phil Plaza

• The Bellevue Manila

• Richmond Hotel

• Dusit Hotel Nikko

• Pan Pacific Manila

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FIRST CLASS and STANDARD HOTELS

FIRST CLASS HOTELS

• Bay View Hotel

• Traders Hotel

• Great Eastern Hotel

• City Garden Suite

• Pearl Manila Hotel

STANDARD HOTELS

• Best Western Hotel La Corona

• Tagaytay Country Hotel

• Days Hotel

• Sulo Hotel

• Oasis Hotel

• Corporate Inn

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WHAT IS FRONT OFFICE?

• Front office is the HUB of a HOTEL

• Handles most of the transactions in the industry.

• GUEST’S - first impression.

• Provide information's to all guests, and to the 2nd customer in line.

• It is the department where all people expect a BIG SMILE

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On e o f th e m o s t im p o rta n t p ro d u c ts th a t th e

h o te l s e lls is ro o m a c c o m m o d a tio n . W h ile th e

Ho u s e ke e p in g De p a rtm e n t lo o ks a fte r th e

m a in te n a n c e o f th e ro o m s , th e Fro n t Offic e

a tte n d s to th e re c e p tio n , re s e rv a tio n s ,

re g is tra tio n s a n d b o o k in g o f g u e s ts w h o

c o m e fo r ro o m a c c o m m o d a tio n

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F.O.

F&B K/S

HKPG.

MAINTENANCE

LAUNDRY

PURCHASING

SALES&MKTNG

ACCTNG.

ADMIN

HUB

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FRONT DESK

• It is in th is u n it th a t th e re g is tra tio n a n d

b o o k in g o f h o te l g u e s ts a re a tte n d e d to .

As id e fro m h a n d lin g g u e s ts b o o k in g s ,

th e d e s k c le rks w h o a re d e p loye d in th is

u n it likew is e a tte n d to g u e s ts in q u irie s .

T h is u n it is u n d e r th e d ire c t s u p e rv is io n

o f a F.O.Ma n a g e r o r S u p e rv is o r.

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from the Airport,

• T h e g u e s t m e e ts th e h o te l re p re s e n ta tiv e

in th e p e rs o n o f a F ro n t O ffic e p e rs o n n e l,

th e a irp o r t re p re s e n ta tiv e .

• A s h e a r r iv e s a t th e h o te l, h e is m e t b y

a n o th e r F ro n t O ffic e p e rs o n n e l th e

d o o rm a n , a n d th e n th e b e llm a n w h o

th e re a fte r e n d o rs e s h im to th e d e s k

c le rk fo r re g is tra tio n .

• F ro n t O ffic e s ta ff c o n s titu te th e firs t

c o n ta c t o f th e h o te l g u e s ts .

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PHONETIC ALPHABET• A – Alpha• B – Bravo• C – Charlie• D – Delta• E – Echo• F – Foxtrot/Father• G – Golf/Gold• H – Hotel• I –India• J – Juliet/Jack• K – Kilo• L – Lima• M - Mama

• N – Nancy/November• O – Oscar• P – Papa• Q – Quebec• R – Romeo• S – Sierra/Sugar• T – Tango• U – Uniform• V – Victor/Victory• W – Whisky• X - xray• Y – Yankee• Z - Zebra

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• whether the guest enjoys a memorable stay often depends on the first impression he gets from the

hotel staff who welcome him.

• If he begins his stay in a pleasant frame of mind because of the front office courtesy and good

services of the hotel.

• On the other hand, an indifferent or impolite reception will badly influence his impression of

the hotel as a whole

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Jargons and Terminologies

• ETA – Estimated Time or Arrival

• ETD – Estimated Time of Departure

• EC/O – Early Check-out

• LC/O – Late Check-out

• E or X – Extended

• Occ – Occupied

• V – Vacant

• VD – Vacant Dirty

• VC – Vacant Clean

• WI – Walk In

• PAX - Persons

• LB – light baggage

• HB – Heavy baggage

• CS – Cash payment

• CRD – Card payment

• SC – Senior Citizen

• FIT’s – Frequent Individual Traveler/s

• LRR – Local Resident Rate

• RG – Regular guests

• Disc – Discounted rates

• SG – Special Guests

• ECI – Early Check-In

• LCI – Late Check-in

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OTHER TERMINOLOGIES• HOTEL – an establishment that provides lodging, food and

beverages, and any other type of service that cater to the needs of the guest

• HOTEL / RESORT PACKAGE – a combination of board, lodging, transfer and use of hotel facilities offered as a package by accommodations establishments

• ACCOMMODATIONS – rooms available for occupancy by guest.

• CHECK-IN – formality attendant to the arrival of a guests at the place of lodging, including filling out of the registration form.

• CHECK-IN TIME – a hotel day begins at 0600 hrs; however, a guest may only occupy the room after an establishment check-in time.

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• CONTRACTED RATE – a negotiable net rate agreed upon by a tour operator and a hotel or resort, wherein the latter commits to supply rooms of a specified category at flat rate.

• HIGH/LOW SEASON RATE – a maximum / minimum room rate charge when demand is heaviest / lightest.

• LATE ARRIVAL – a reservation that is expected to arrive at a place of lodging with due notice, after 1800 hrs.

• LATE CHECK-OUT – a departing guest who remains beyond the check-out hours, normally 1200 hrs.

• OCCUPANCY – the percentage of rooms sold to the total available rooms offered for sale.

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• CHECK-OUT – departure of a guest upon completion of stay, including settlement of personal accounts.

• CHEC-OUT TIME – a specific time at which the hotel guest must evacuate the room, normally at 1200 hrs.

• COMPLIMENTARY ROOM – a non-revenue room offered but the hotel in a ratio to the total number of rooms occupied; usually one complimentary bed for every (15)beds.

• DESK CLERK – an employee of an accommodation establishment responsible for operating the front office.

• DOUBLE-UP/TWIN SHARING – an assignment of two unrelated persons to share one twin room.

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• EARLY CHECK-IN – the arrival of a guest before the standard 1200 hrs. check-in time.

• EXTRA BED – an additional bed placed in a room to accommodate an additional guest.

• FRONT OFFICE – a place where most transaction of the hotel takes place.

• FULL HOUSE/ FULLY BOOKED – when all saleable room of an establishment are occupied.

• GROUP RATE – a special, discounted room rate offered to a group.

• HALF-TWIN RATE – the per person rate of twin or double room to be occupied by person.

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• OVERBOOKING – the practice of committing more rooms or seats than are available; a protection against “no shows”

• PEAK SEASON – the period of greatest arrival / departure of tourists.

• RACK RATE – the published rate of a hotel or resort, not discounted in anyway, with built-in commission.

• REGISTRATION CARD – a form complete by the guests upon check-in at an accommodation establishment.

• ROOMING LIST - a list that provides the name of the persons in a group, along with such other information as who will, room with who, and the type of rooms.

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Understanding Our Guests

• The existence of the bureaucracy depends on the need of the guests or the public clientele. Therefore, he is a part-a partner-in our establishment. He is not an incident in our work; he is the purpose of it.

• We are doing him a favor by serving him, he is doing us a favor by giving us the opportunity to do so. The guests is not dependent upon us; we are dependent upon him.

• The guests is not a cold statistic; he is a human being with feelings and emotions like our own and with biases and prejudices.

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• SINGLE ROOM SUPPLEMENT – a surcharge for single room accommodation in a tour package.

• WAKE-UP CALL - a request to wake up a guest at a specific time.

• CONFIDENTIAL STATUS – when a guest request his/her name or identity in a confidential status from visitors or outside guest, therefore employees must respect and careful enough in handling inter-hotel/resort transactions.

• DAY RATE – room rate in a hotel or resort that is applied to guest who book a room but will not stay overnight.

• CONTRACTED RATES – the price or rate of a service or product granted to the tour operator by a supplier. It is covered by a contract where the main feature are the period of validity, concessions, restrictions and payment term.

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ROOM/BLDG. CLASSIFICATIONS

SUITE – a reception or lounging room connected to one or more bedrooms. When requesting a suite always designate the number of bedrooms needed.

CABANA - a room adjacent to pool are, with or without sleeping facilities, usually separate from the hotel main building.

DUPLEX – a two storey suite connected by a stairway. LANAI – a room overlooking water or garden with a balcony or

patio (resort hotels mainly) HOSPITALITY SUITE – a –parlor with connecting bedrooms to be

used for entertaining CONNECTING ROOMS – two or more rooms with private

connecting doors permitting access between rooms without going into corridor.

ADJOINING ROOMS – two or more rooms side by side without connecting door between them.

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Ways to Develop Rapport to Guests

• Know your product and services your offering• Have self confidence – realistic perception of

himself and his self-worth.• Sensitivity - things from guest point of view.• Courtesy – good manners, tact and pleasantness.• Listening• Avoid argument• Take note of our vocal characteristics• Choosing our words• Give attention to our body language• CARE-Courtesy, Accountability, Responsiveness,

and Efficiency.

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Telephone Exchange

• Manned by telephone operators who handle the telephone communication system, such as the answering of all incoming calls, placing long distance and overseas calls and other related functions, this is under the direct supervision of a chief telephone operator who is responsible for maintaining switchboard operations.

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2 types of Tourist

• Foreign Tourist – a non Filipino nationals visiting any of our tourist destinations or regions

• Local Tourist – a Filipino National visiting any places of our country and stays more than 24 hours. If less than a 24 hours we define as “excursionist”

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OPERATING UNITS IN THE FRONT OFFICE

FRONT Office covers several operating units, each of which is

tasked to perform specific functions and responsibilities

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Airport Guest Assistance

• This unit is responsible for meeting expected guest at the airport and escorting them on their way to the hotel. It is manned by airport representatives of the hotel under the direct supervision of a Senior or Chief Airport Representative.

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Reservation Section

• It is this section that the processing of all request for room reservations takes place. The operation of this unit is under the direct command and supervision of Reservation Manager who likewise responsible for monitoring activities pertinent to guests relations assistance.

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Bell Service

• This section receives and welcomes the arriving guests, opens the door of their vehicle and unloads their baggage and escort them when checking-in and out of the hotel. Operations in this section are monitored and supervise by the Bell Captain.

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FRONT DESK

• It is in this unit that the registration and booking of hotel guests are attended to. Aside from handling guests bookings, the desk clerks who are deployed in this unit likewise attend to guests inquiries. This unit is under the direct supervision of a F.O.Manager or Supervisor.

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Guest Relations

• Responsible for promoting and maintaining good public relations by way of welcoming guests, groups and VIP’s to the hotel and attending to their needs.

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Transportation Services

• This section is responsible for all transfers of guests, both executives and staff and other hotel requirements such as catering vans. Marketing vehicles, messengerial bikes.

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Concierge

• This unit takes care of handling guests inquiries and problems particularly on flight reconfirmation, tour bookings and room reservations (local and international)

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Tour and Convention

• This section is responsible for handling group,and airline crew group arrangement, including booking , follow-up preparation, arrival and check-in

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Secretarial Services

• This section is responsible for all guests needs regarding business transactions such as secretaries for meetings or conventions, transcribers of minutes, communications such as, copying machine, email, telegrams, facsimile and registration for convention assistance

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YOUR ATTITUDE

1. A genuine interest in people

2. Confidence in your ability to greet people with tact and diplomacy

3. Patience and self-control in difficult situations

4. A friendly smile, a cheerful but businesslike attitude, and a sense of humor.

5. A willingness to listen because better decisions are made when the other person’s point a view is considered

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TELEPHONE COURTESY GUIDELINES

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1. When answering a telephone call, you must remember that…

• IN THE MIND OF THE CALLER,

YOU ARE THE ENTIRE COMPANY

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2. Treat every caller as…

• IMPORTANT

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3. There should be no…..

• DISTINCTION AND INDEFFERENCE BETWEEN AN INTERNAL AND AN EXTERNAL CALL.

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4. Handling customer calls must be taken carefully…

• IT IS BETTER TO SPEND FEW MINUTES ON THE TELEPHONE KEEPING A CUSTOMER HAPPY THAN SPEND MONTHS TRYING TO GAIN BACK THEIR GODWILL.

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5. If you promise to call back or relay a message at a specific time on a specific

day;

• YOU MUST FULLFILL THIS

COMMITMENT TO AVIOD ANY

MIS-UNDERSTANDING.

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6. You must practice the following attitude when answering telephone calls.

• FRIENDLY• ALERT• EAGER• DISTINCT• PLEASANT• DISCREET• PREPARED• ACCURATE• CAUTIOUS• NATURAL

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7. You must memorize by heart the standard telephone responses for

uniformity and distinctiveness.

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KNOW WHAT YOU’RE SELLING!

• ROOMS

• FACILITIES

• FOOD

• TOUR PACKAGES

• SERVICES

= TELEPHONE

= LAUNDRY

= ETC.

• NUMBER OF ROOMS• POOL/SPA/SPORTS AND

OTHER FACILITIES• HEALTH AND WELLNESS

SUCH AS TREKKING/CITY TOURS/SPA’S AND ETC.

• FOOD AND BEVERAGES OFFERED BY EACH OUTLET’S.

• INFORMATION WITH-IN AND NEARBY TOWNS

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SELLING POINT

Must be familiar with room sizes, design, room facilities, and guest facilities.

Must know the Hotel Standards, House Policies, Category and its Services.

Must know the Room set-up standardsMust know room rates and services extended by

the whole Hotel or Resort. Must know each Food and Beverage and other

Outlet’s for guest to enjoy their stay.Must be knowledgeable with regard to banquet

functions, and packages offered by the Hotel and Resort.

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Philippines Fast Facts

Location – Off the southeast coast of Asia, lying between Taiwan in the North and Borneo in the south. The western Pacific Ocean and the South China Sea border its eastern and western limits, respectively

Population to Approximately 72 million

Total Land Area of 115,600 sq. miles/299,404 sq.kms

No. of Regions – 16

No. Provinces – 78

No. of Cities – 85

Capital - Manila

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International Airlines Visiting the Philippines

• PR – Philippine Airlines• BA – British Airways• CX – Cathay Pacific• CI – China Airlines• CO – Continental Airline• GF – Gulf Airways• JL – Japan Airlines• KL – Royal Dutch Airlines• KE – Korean Air• KA – Kuwait Airways• LH – Lufthansa German

Airlines

• MH – Malaysian Airlines• NW – Northwest Airlines• QF – Qantas Airways• BI – Royal Brunei Airlines• SV – Saudia Saudi Arabian

Airlines• SQ – Singapore Airlines• SR – Swiss Air• TG – Thai Airways

International• TW – Trans World Airlines• UA – United Airlines

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Language Aids

United States• Bathroom (restroom)

• Biscuits

• Booth

• Bus (limousine at airport)

• Candies

• Restaurant check

• Collect call

• Cookies/crackers

• Divided hi-way (interstate)

English• Lavatory (convenience)

• Scones

• Kiosk

• coach

• Sweets/lollies/chocolates

• Bill

• Transferred Charged Call

• Biscuits

• Dual carriageway(motorbhan)

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United State

Drug store/pharmacy

Elevator

Faucet

Flashlight

French fries

Hood (car)

Gas / gasoline

Line

Long distance call

Mail

Mezzanine( in theater)

Movie (show)

Station to station call

English

• Chemist• Lift• Tap• Torch• Chips• Bonnet• Petrol• Queue• Trunk call• Post• Dress circle• Cinema• Ordinary call

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United States

• Orchestra

• Panty hose

• Pavement

• Purse

• Rest area

• Service station

• Sidewalk

• Soft drinks (sodas)

• Supper

• Stick (manual) shift

• Streetcar

• Subway

• Tote

• Wash cloth

English (U.K)

• Stalls• Tights• Road surface• Handbag• Lay by• Garage• Pavements• Minerals• High tea• Gear stick• Tram• Underground (tube)• Grip• Face flannel

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SHOWROOM! Showroom! SHOWROOM!

• 1ST impression lasts

• Facade and Front Office

• Rooms of each class

• Room amenities

• Guest amenities

• Room Rates

• Facilities of the Hotel

• Include your self in the package.

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Front Office as a Hub• Check-In:

• a) greet guest with a smile!

b) check arrival list / reservations

c) voucher / booking order / confirmation #.

d) registration / payments

e) key card form / sdb’s

f) release room/s to guest preference

or assigned room/s

h) “UPSELL!! UPSELL!!

I ) call bellman to assist guest

j ) thank the guest

k) note: types of check-in

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BILL POSTING

• Food and Beverage orders

• Minibar consumption/s

• Tel calls-IDD/NDD & local calls

• Laundry

• Misc.

Check Room No.

Check Amount

Check Signature

Specimen

Check Guest Name

Ready for encoding

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CASHIERING Check amount posted

Check point of charges like; extra bed, food, telephone, minibar, laundry, misc. etc.

Check Voucher, Booking Order, and Discounts if any.

Present bill to guest politely and explain and confirm what is applied as the total bills.

Have guest sign on the space provided

Receive payment and return change

Issue copy of the printed folio and bill of guest.

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CREDIT LIMIT

• Request guest to update payments

• Inform guest of the credit limit extended by the management.

• Advise guest of NSP status

• Inform concerned department on guest status as NSP (no-signing privilege)

• Manager or supervisor to apply measures according to Hotel Standards.

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BEFORE CHECKING-OUT

Call housekeeping to check mini bar consumption , losses, breakages, and/or left items in the room.

Call Outlets for possible left billing/s

Double check Telephone bills and print-outs.

Call laundry department for possible left or undelivered laundry items.

Hand over to cashier for billing procedures.

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CHECKING OUT

• Arrange all charges according based on posted transactions.

• Check folio forms, Booking Order, LOA and Voucher are intact.

• Present billing with the exact amount.

• Receive payment and hand over change, count in-front of guest.

• Thank guest and bid goodbye with a smile.

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RESERVATION

• Get details and guest preference.

• Repeat details to guest for confirmation.

• Thank guest

• Reservation Form to attach and other booking information's needed or required.

• Post arrival/reserved schedule to white board.

• Update Room Blockings.

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Three Types of Reservation Arrangements

• Advance Reservation

• Confirmed Reservations

• Guaranteed Reservation

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Advance Reservation

• Guest will contact or call the home prior to his arrival date.

• Special arrangement on pick-up is also arrange (if necessary)

• Not and ideal time to require deposit or payment.

• Reservation placed is subject to change within a certain period of time.

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Confirmed Reservation

• Finalization of room availability and blocking from a guests room preference.

• Provide confirmation number or noticed to acknowledge guests booking.

• Confirmation details must be properly lay like: Rates / Special Service / Special Instructions and or Cancellation and Method of payment.

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Guaranteed Reservation

• This reservation I accompanied with a pre-payment or deposit.

• Room is cross block or hold till guest arrived, throughout the entire night of the arrival date.

• NO-SHOW (if applicable or practiced)-payment made is forfeited, rooms block open, and can be sold to another guests. Note: make sure terms and conditions is cleared to guests with regards to no-show and cancellation policy.

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AFTER SALES

• Gather information from guest to use.

• Send a greeting card during special occasions like: birthday, holidays and special hotel events.

• Send invitations and events update, thru letter, fax, postcards, e-mail or even phone calls.

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• Deliver the Goods – Quality is the key – always ensure that you product or service lives up to its marketing promise.

• Be Honest – never cheat customer

• Be Reliable – respond promptly to complaints, questions, requests for help. Be on time for appointments. Return phone calls immediately. Even if you cannot solve a customer’s problem right away, at least let him know that you are working on it.

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• Solicit Feedback –ask customers if they’re satisfied with your products or service and find ways to improve your offerings. This shows customers you truly care about your product. And when you actually implement their suggestions, they get a sense of involvement and fulfillment.

• Show Your Appreciation – send them thank you cards or small gifts. Food is also an acceptable, if not a preferred, token of appreciation, given that eating is such a vital part of the Filipino culture.

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• Incentives – whether in the form of discounts, rewards, special sales, rebates help encourage customer to stay with you for the long haul. They make defecting to a competitor a ridiculous proposition for customers. Why would they shift when they receive incredible special offers or get discounts at regular intervals.

• Go Extra Mile – exceed clients or guests expectations by offering value-added services. Demonstrate that you’re not just interested in growing your bottom line; show that you’re also more than willing to help your customers-your “partners in progress”

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• Stay in touch – send e-mail updates about your products or services to keep customers informed of what’s happening with your business, so make sure that you periodically remind customers that you’re still around and that you might be of service. Stay on your customer’s radar.

• Treat LOYAL customers as Friends – remember clients name, even the special events of their lives. “go beyond business relationships” be willing to act as a friend and an adviser.

• Make customers feel you truly care about them and rest assured they would come back

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Front OfficeFORMS

• Registration Form

• Reservation Form

• Room Blocking Form

• Key Card Form

• Safety Deposit Box Form

• Message Form

• Lost and Found Slip

• Telephone and Misc. Charge Form

• Luggage Form (safekeeping and retrieval form)

• Luggage tag

• Job Order Form

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Other Office Supplies

• Tariff Rate

• Brochures

• Flyers and Promos

• Facsimile Papers

• Letterheads

• Note Pad

• Vicinity Map

• Coupon bond

• Minibar List

• Outlets Menu

• Pencil

• Pen

• Etc.

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QUALITIES OF A SERVICE

STAFF TO ENSURE GUEST

SATISFACTION

1. Quality of Service

2. Efficiency of Service Staff

3. Warmth & Courtesy of Service Staff

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THANK YOU

&

HAVE A NICE DAY!!!

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Thank You Very Much

for

Attending

Front Office Seminar Workshop

Julius Cesar Q. Judalena

GOD BE WITH YOU!..

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