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Module 2 : Hotel Organization: • Introduction of Front Office. •Basic Activities of Front Office. •F/O Layout & Equipment. • Various sections of Front Office. • Organization structure of Star hotels and the FO department. •Qualities and Attributes of FO Personnel. Module 3 : • Job Description and Specifications: FOM, LM, GRE Receptionist/ Information Assistant Reservation Assistant Bell captain, Bell Boy Telephone Operator • Lobby & Bell Desk Operations: Layout of a lobby Role of LM & GRE Uniformed services – Concierge, Bell Boy, Doorman & Parking Valet Layout and equipment of Bell Desk Function of Bell Desk Luggage handling procedure on guest arrival and departure. (For FIT’s, VIP’s, Groups etc ….) Departure procedures, Left luggage procedure, Scanty Baggage procedures Paging Miscellaneous services Module 4: Reservations •Sources and modes •Types (Guaranteed & Non-guaranteed) •Reservation record •Method of receiving a reservation •Confirmation / Cancellation numbers •Reservation charts •Modification and cancellation of reservations Module 5: Reception: •Introduction to Reception •Coordination between FO and other departments •Types of keys and their control •Room change procedures •Preparation of other documents •Preparation of Guest History card •Departure procedure
•Day / Night Reception GLOSSARY(Terms from I semester portions)