51Ak CUALIIICA1ICN5

lour SLar PoLel
LxpecLaLlons aL Lhls level lnclude a dearee of luxurv as well as
quallLv ln Lhe furnlshlnasţ decor and equlpmenLţ ln everv area
of Lhe hoLelŦ 8edrooms wlll also usuallv offer more space Lhan
aL Lhe lower sLar levelsţ and well deslanedţ coordlnaLed
furnlshlnas and decorŦ 1he enŴsulLe baLhrooms wlll have boLh
baLh and flxed showerŦ 1here wlll be a hlah enouah raLlo of
sLaff Lo auesLs Lo provlde servlces llke porLeraaeţ 24Ŵhour
room servlceţ laundrv and drvŴcleanlnaŦ 1he resLauranL wlll
demonsLraLe a serlous approach Lo lLs culslneŦ

Iront Cff|ce 5tandard Cperat|ng Þrocedures
MosL buslnessesţ small or laraeţ have a fronL offlce or
recepLlon areaŦ 1he sLandard operaLlna procedures of a fronL
offlce clerk conslsL of manv duLles and responslblllLles LhaL
lmprove Lhe efflclencv of Lhe offlce as a wholeŦ lronL offlce
clerks should be wellŴversed ln everv aspecL of Lhelr poslLlon
ln order Lo fulflll Lhe role Lo Lhe besL of Lhelr ablllLlesŦ

Serve as Lhe CaLekeeper
1Ŧ 1he flrsL and mosL lmporLanL role a fronL offlce clerk plavs
ls LhaL of belna Lhe offlce aaLekeeperŦ ?ou are Lhe flrsL person
people see when Lhev walk lnţ and normallv Lhe flrsL person
Lhev speak Lo when Lhev callŦ ?ou musL be boLh frlendlv and
pollLe Lo cusLomers and cllenLsţ buL also reLaln vour auLhorlLv
as Lhe aaLekeeperŦ ?our aLLlLude wlll reflecL elLher poslLlvelv
or poorlv on Lhe buslness as a wholeţ and vou musL alwavs
keep Lhls ln mlndŦ lL ls up Lo vou Lo ensure LhaL Lhe hlaherŴups
are onlv recelvlna Lhe people Lhev have Lhe Llme for and wlsh
Lo speak wlLh or seeŦ Alwavs dlrecL Lhe person approprlaLelv
and dlrecLlvŤ vou mav need Lo Lell someone he needs Lo leave
a messaaeţ or LhaL he needs Lo slL and walLŦŦ
uavŴLoŴuav 1asks
2Ŧ ln mosL offlcesţ Lhe fronL desk recepLlonlsL musL handle
mosL or all of Lhe davŴLoŴdav acLlvlLlesţ such as plcklna up Lhe
mallţ llsLenlna Lo volcemallţ readvlna monevbaasţ waLerlna
planLs and resLocklna desksŦ keeplna a blnder or checkllsL
handv wlLh all of Lhe reaular Lasks for Lhe dav can help
prevenL vou from foraeLLlna someLhlnaŦ lLƌs also useful Lo
keep an address book wlLh lmporLanL and frequenLlv used
numbersţ because lL ls ofLen Lhe fronL deskƌs responslblllLv Lo
call malnLenanceţ l1 and varlous oLher people LhrouahouL Lhe
dav as problems arlseŦ
Craanlzlna Lhe uaLebook
3Ŧ LasLlvţ unless Lhls [ob has been deleaaLed Lo anoLher
emploveeţ such as Lhe bossƌs asslsLanLţ Lhe fronL desk ls
where Lhe daLebook ls kepLŦ Alwavs be aware of upcomlna
and canceled appolnLmenLsŦ 8emember Lo Lake down Lhe
names and numbers of people who wlsh Lo make an
appolnLmenL on davs LhaL are full ln case an appolnLmenL ls
canceled and a Llme sloL becomes avallableŦ AL Llmes lL mlahL
be necessarv Lo make LenLaLlve appolnLmenLsŤ lf soţ slmplv
place a posLŴlL noLe over Lhe Llme sloLŦ 8emember Lo alwavs
use pencllţ as Lhls ls easler Lo erase and cover up should Lhe
schedule chanaeŦ
!C8 SuMMA8?ť 1he fronL desk personnel Lask ls Lo answer all
Lelephone lnqulrlesţ walk ln auesL/cllenLs wlLh reaard Lo Lhe
lnformaLlon abouL Lhe reLlremenL faclllLlesţ Lhe servlce belna
offered bv Lhe faclllLvŦ Pandle flrsL hand lnformaLlon abouL
cllenL/ reLlree's/auesL lnqulrlesţ complaln and quesLlon ln a
professlonalţ courLeous and efflclenL mannerţ whlch
auaranLeed Lo secure a saLlsfled cllenL/ auesL/reLlree'sŦ
CoordlnaLe or brldae Lo all oLher exlsLlna deparLmenLŦ
CperaLe Lhe CŴlronL lnLearaLed PoLel SvsLemţ handles peLLv
cash and bllllna procedureŦ MonlLorlna of all Lhe ln and ouL of
all resldenL/auesL and prospecLlve auesL as well as emplovee
of all
CÞLkA1ICN5
lŴCuesL Cvcleť
- 1he auesL cvcle descrlbes Lhe acLlvlLles LhaL each auesL
passes bv from Lhe momenL he/she calls Lo communlcaLe a
reservaLlon lnqulrv Llll he/she deparLs from Lhe hoLelŦ ln facLţ
Lhe auesL cvcle encompasses 4 dlfferenL sLaaesţ whlch are
deplcLed ln Lhe underneaLh dlaaramť

ÞreŴArrlval ŴArrlval ŴCccupancv ŴueparLure

- Lach sLaae of Lhe auesL cvcle ls assoclaLed auesL servlceţ
and auesL accounLlna acLlvlLv(les)Ŧ

1ŦCuesL servlcesť

8eservaLlon Ŵ8ealsLraLlon Ŵ Cccupancv servlces Ŵ CheckŴouL
and hlsLorv

2Ŧ CuesL AccounLlnať

LsLabllshmenL of credlLs Ŵ ÞosLlna charaes Ŵ nlahL audlLlna Ŵ
seLLlemenL of accounLs
- 8elow ls a descrlpLlon of Lhe acLlvlLles underLaken aL each
sLaae of Lhe auesL cvcleť

1Ŧ ÞreŴarrlvalť
- AL Lhe preŴarrlval sLaaeţ Lhe hoLel musL creaLe for everv
poLenLlal auesL a reservaLlon 8ecordŦ uolna Lhls lnlLlaLes Lhe
hoLel auesL cvcleŦ Moreoverţ reservaLlon records help
personallze auesL servlces and approprlaLelv schedule needed
sLaff and faclllLles
- 1he reservaLlon deparLmenL shouldţ Lhenţ compleLe all Lhe
preŴrealsLraLlon acLlvlLles and prepare auesL follos (appllcable
onlv for auLomaLed svsLems)Ŧ uolna so wlll evenLuallv
maxlmlze room sales bv accuraLelv monlLorlna room
avallablllLv and forecasLlna room revenues

2Ŧ Arrlvalť
- AL Lhe arrlval sLaaeţ realsLraLlon and roomlna funcLlons
Lakes place and Lhe hoLel esLabllshes a buslness relaLlonŴshlp
wlLh Lhe auesLŦ
- 1he checkŴln clerk should deLermlne Lhe auesL's reservaLlon
sLaLus (lŦeŦ preŴrealsLered auesLs versus walkŴlns)Ŧ LaLerţ
he/she shall prepare a realsLraLlon record or make Lhe auesL
slan Lhe alreadvŴprlnLed preŴrealsLraLlon record (under some
of Lhe semlŴauLomaLed and all fullv auLomaLed svsLems)Ŧ
- 1he realsLraLlon records shall lnclude Lhe followlna personal
and flnanclal lLemsť
a) Þersonal lnformaLlonť
1Ŧ name and Surname of Lhe auesL alona wlLh bllllna
addressţ Lelephone numberţ and anv oLher coordlnaLes
2Ŧ ÞassporL numberţ blrLh cerLlflcaLeţ and/or drlvlna
llcense number (whaLever appllcable)
3Ŧ Anv speclal needs or requesLs
4Ŧ CuesL SlanaLure
b) llnanclal lnformaLlonť
1Ŧ uaLe of arrlval
2Ŧ LxpecLed daLe of deparLure or lenaLh of sLav
dependlna on how Lhe svsLem ln Lhe hoLel ls deslaned
3Ŧ Asslaned room number
4Ŧ Asslaned room raLe
3Ŧ CuesLƌs lnLended meLhod of pavmenL
- 8ealsLraLlon records can be used for varlous purposesť
a) SaLlsfv auesL needs
b) lorecasL room occupancles
c) SeLLle properlv auesL accounLs
d) LsLabllsh auesL hlsLorv records aL checkŴouL
żpersonal Ǝ flnanclal lnformaLlonŽ
e) Asslan a room Lvpe and a room raLe for each auesL
f) ueLermlne lonaŴrun avallablllLv żlŦeŦ reservaLlon
lnformaLlonŽ versus shorLŴrun avallablllLv żlŦeŦ room sLaLusŽ
a) SaLlsfv speclal caLeaorles of auesLs such as dlsabled
people Lhrouah barrlerŴfree deslans

3Ŧ Cccupancvť
- AL Lhe occupancv sLaaeţ Lhe fronL offlce deparLmenL shall
coordlnaLe auesL servlces ln a Llmelv and accuraLe mannerŦ
Moreoverţ fronL offlce clerks should encouraae repeaL auesLs
bv pavlna a areaL aLLenLlon Lo auesL complalnLsŦ 1hls ls
ensured bv placlna complalnL and/or suaaesLlon cards ln
everv publlc place and revenue cenLers ln Lhe hoLelŦ
Moreoverţ Lhe hoLel shallţ aL leasL on a dallv baslsţ collecL
commenL cardsţ proceed wlLh Lhelr analvslsţ and provlde
poslLlve feedback Lo auesL as soon as posslbleŦ

- ln addlLlonţ shall deslan effecLlve procedures ln order Lo
proLecL Lhe funds and valuables of auesLsŦ 1hls mlahL be
ensured Lhrouah auesL kev conLrolţ properLv survelllanceţ
safe deposlL boxesţ and well deslaned emeraencv panels and
exlLsŧ
- AnoLher acLlvlLv aL occupancv ls Lo process posLlna of auesL
charaes żlŦeŦ posL room raLesţ lƎ8 charaesţ addlLlonal
expensesţ and LaxesŧŽ Lo varlous auesL follosţ masLer lollosŧ
Whlle dolna soţ fronL offlce clerks shall conLlnuouslv check for
devlaLlons from Lhe house llmlLţ and Lake correcLlve measures
as Lo chanae Lhe sLaLus of Lhe auesL Lo ÞaldŴlnŴadvanceŦ
llnallvţ fronL offlce clerks shall perlodlcallv revlew AccounL
8alances ln coordlnaLlon wlLh Lhe nlahL audlLorŦ

4Ŧ ueparLureť
- AL Lhe deparLure sLaaeţ Lhe auesL shall be walked ouL of Lhe
hoLelŦ Moreoverţ fronL offlce clerks shall creaLe auesL hlsLorv
recordŦ llnallvţ cashlers shall seLLle auesL accounL ouLsLandlna
balances żlŦeŦť balance Lhe CuesL accounL Lo 0Ž
- ln aeneralţ a proper checkouL occurs when Lhe auesLť
a) vacaLes Lhe room
b) 8ecelves an accuraLe seLLlemenL of Lhe auesL
accounL
c) 8eLurns room kevs
d) Leaves Lhe hoLel
- AL deparLureţ checkouL personnel should encouraae auesLs
Lo conslder reLurnlna Lo Lhe hoLel on anv fuLure daLeŦ 1haLƌs
whv cashlers should acL llke a Lrue sales personţ and mlahL
evenLuallv accepL auesL fuLure reservaLlonsŦ 1haL wavţ Lhe
sLaaes of Lhe auesL cvcle become reallv a cvcle (lŦeŦ sLarL from
where lL ends)Ŧ
- lf aL deparLureţ Lhe auesL accounL ls noL fullv seLLledţ Lhen
laLe charaes accumulaLesŦ ln such an undeslred caseţ Lhe
responslblllLv of collecLlon lles wlLhln Lhe accounLlna
deparLmenLţ however Lhe fronL offlce deparLmenL shall
provlde all necessarv Lvpes of lnformaLlon Lo make Lhls
collecLlon easlerţ qulckerţ and feaslbleŦ

llŴ lronL Cfflce SvsLemsť
- unLll Lhe 1960ƌsţ nearlv all hoLels were operaLlna under Lhe
manual svsLemŦ AL laLe 70ƌsţ wlLh Lhe lnLroducLlon of
compuLersţ hoLels shlfLed Lo semlŴauLomaLed svsLemsŦ
nowadavsţ mosL of Lhe flveŴsLar hoLels operaLe under Lhe
fullv auLomaLed svsLemŦ 8elow ls a brlef descrlpLlon of Lhe
Lhree dlfferenL svsLems under whlch hoLels mlahL operaLeŦ
1Ŧ nonŴauLomaLed żmanualŽ svsLemsť 1hls verv svsLem
ls Lhe one characLerlzed bv Lhe sole usaae of handsŦ ln facLţ all
formaLsţ proceduresţ and dlfferenL klnds of calculaLlons are
done manuallvŦ
2Ŧ SemlŴauLomaLed żLlecLroŴmechanlcalŽ svsLemsť 1hls
svsLem aeLs use of some LlecLroŴmechanlcal equlpmenLŦ ln
facLţ under Lhe semlŴauLomaLed svsLemţ each deparLmenL
mlahL have lLs own compuLer svsLem under whlch lL handles
all lLs operaLlonsŦ
3Ŧ lullv auLomaLed żcompuLer basedŽ svsLemsť 1haLƌs
Lhe besL svsLem ever used ln Lhe hoLel lndusLrvŦ ln facLţ lL ls
characLerlzed bv Lhe excesslve use of deparLmenLal sofLware
packaae proarams lnLearaLed and connecLed Lo a maln frame
or Lermlnal slLuaLed aL Lhe fronL offlce deparLmenLŦ

lllŴCuesL Cvcle under 1hree ulfferenL SvsLemsť
- AL Lhls sLaaeţ lL ls essenLlal Lo noLlce LhaL Lhe followlna
sLaaes of Lhe auesL cvcle under Lhe Lhree dlfferenL svsLems do
noL confllcL wlLh each oLherŦ ln facLţ Lhe onlv dlfferences are
due Lo Lhe naLure of Lhe svsLem useŦ 1hereforeţ whaL wlll be
dlscussed above ls noL Lhe repeLlLlon of Lhe sequenceŤ raLher
onlv dlfferences wlll be hlahllahLedŦ

1Ŧ nonŴauLomaLed svsLemsť
AŴ ÞreŴarrlval acLlvlLlesť
-AL Lhe preŴarrlval sLaaeţ reservaLlon requesLs should be
lnLroduced ln a looseŴleaf noLebook or lndex cardŦ Moreoverţ
onlv reservaLlons up Lo 6 monLhs horlzons shall be honoredŦ
LasLlvţ lL ls noL pracLlcalţ under Lhls verv svsLemţ Lo lssue
reservaLlon conflrmaLlon numbersţ lnlLlaLe preŴrealsLraLlon
acLlvlLles (aL Lhe excepLlon of vlÞ and aroups) and prepare
occupancv forecasLsŦ 1he reason lsţ Llme and monev loss
alona wlLh lnsufflclenL labor force Lo manuallv conducL all Lhe
above menLloned acLlvlLlesŦ

8Ŵ Arrlval acLlvlLlesť
- AL Lhe arrlval sLaaeţ auesLs shall elLher slan a paae ln Lhe
realsLraLlon book or flll manuallv a realsLraLlon recordŦ under
Lhls verv svsLemţ Lhe mosL wldelv used fronL offlce equlpmenL
ls Lhe room rackţ ln whlch realsLraLlon records are lnserLed Lo
serve as room rack sllpsŦ Moreoverţ realsLraLlon books and
records shall be Llme sLamped as an lnLernal conLrol provlna
when Lhe auesL exacLlv cameţ who realsLered hlm/herŧLasLlvţ
auesL follos shall be opened for each realsLered auesLŦ

CŴ Cccupancv acLlvlLlesť
- under Lhe occupancv acLlvlLlesţ realsLraLlon records shall be
prepared wlLh mulLlŴcoplesŦ ln facLţ one copv shall be
dlsLrlbuLed Lo room rackţ anoLher sLamped Lo Lhe auesL folloţ
anoLher alven Lo swlLchboard operaLorsţ and a flnal copv
handed Lo Lhe unlformed servlce personnelŦ LasLlvţ auesLs
wlLh charae prlvlleaes charaes and pavmenLs shall be posLed
Lo respecLlve auesL follosŦ

uŴ ueparLure acLlvlLlesť
-AL deparLure sLaaeţ cashlers should seLLle each auesL
accounLƌs ouLsLandlna balance and aeL room kevs back from
auesLsŦ Moreoverţ cashlers shall noLlfv Lhe housekeeplna
deparLmenL LhaL Lhe room ls no more occupled (lŦeŦ room
sLaLus chanae) Lo leL Lhls verv deparLmenL clean Lhe room
and prepare lL for new arrlvalsŦ ln addlLlonţ cashlers shall
remove room rack sllps from room racks Lo lndlcaLe
deparLureŦ LasLlvţ Lhese verv rack sllps of deparLed auesLs
shall be flled ln a cardboard box Lo serve as a auesL hlsLorv
record

2Ŧ SemlŴauLomaLed svsLemsť
- 1hls verv svsLem ls less common ln small and mlddle slze
hoLelsŦ lorţ Lhese verv hoLelsţ flnanclallv wlseţ mlahL noL
afford Lhe huae lnvesLmenLs assoclaLed wlLh Lhe lnsLallaLlon
of dlfferenL hardware and sofLwareŦ
- 1he maln advanLaae of Lhls verv svsLem over manual
svsLem ls LhaL varlous reporLs can auLomaLlcallv be
aeneraLedŦ Poweverţ Lhe ma[or dlsadvanLaaes assoclaLed
wlLh Lhls svsLem are varlous complexlLles of operaLlna and
conLrolllna devlces due Lo Lhe facL LhaL Lhese equlpmenL are
noL lnLearaLed wlLh oLher svsLems and are sub[ecL Lo frequenL
malnLenance problemsŦ

AŴ ÞreŴarrlval acLlvlLlesť
- AL Lhls verv sLaaeţ auesLs can elLher call a naLlonal
reservaLlon neLwork or dlrecLlv conLacL Lhe hoLelŦ Moreoverţ
reservaLlon clerks can prepare preŴrealsLraLlon recordsţ auesL
follosţ and lnformaLlon rack sllpsŦ

8Ŵ Arrlval acLlvlLlesť
- AL Lhls verv sLaaeţ alreadv reserved auesLs shall verlfv Lhelr
preŴrealsLraLlon forms and have onlv Lo slan lLŦ Cn Lhe oLher
handţ walkŴlns shall compleLe a mulLlple copv realsLraLlon
record from Lhe bealnnlnaŦ

CŴ Cccupancv acLlvlLlesť
- AL Lhe occupancv sLaaeţ ln order Lo Lrack Lhe dlfferenL auesL
charae expendlLures and all oLher posslble auesL LransacLlonsţ
hoLels aeL an lnLenslve use of varlous klnds of vouchersŦ
Moreoverţ Lhe mosL wldelv used equlpmenLţ under Lhls verv
sLaaeţ ls Lhe mechanlcal cash realsLers and fronL offlce
posLlna machlnesŦ LasLlvţ under Lhls verv sLaaeţ nlahL audlLor
shall conLlnuouslv resolve anv dlscrepancv ln auesL accounLs
and efflclenLlv reconclle auesL follosŦ

uŴ ueparLure acLlvlLlesť
- AL Lhls verv sLaaeţ cashlers shall relav room sLaLus
lnformaLlon Lo Lhe housekeeplna deparLmenLŦ Moreoverţ
Lhev should place realsLraLlon records of deparLed auesLs ln
properLv's auesL hlsLorv fllesŦ

4Ŧ lullv auLomaLed svsLemsť
AŴ ÞreŴarrlval acLlvlLlesť
- under Lhls sLaaeţ Lhe reservaLlon deparLmenL ls equlpped
wlLh a sofLware packaaeţ whlch ls lnLerfaced and connecLed
wlLh one or more cenLral reservaLlon offlce(s)Ŧ Moreoverţ Lhe
reservaLlon deparLmenL can auLomaLlcallv aeneraLe leLLers of
conflrmaLlonţ produce requesLs for auesL deposlLs and handle
preŴrealsLraLlon acLlvlLles for all Lvpes of auesLs and aeneraLe
dallv expecLed arrlval llsLsţ occupancv and revenue forecasL
llsLsŧ

8Ŵ Arrlval acLlvlLlesť
- AL Lhls sLaaeţ varlous reservaLlon records can be Lransferred
Lo fronL offlce deparLmenLŦ Moreoverţ hoLels mlahL be
equlpped wlLh an onŴllne credlL auLhorlzaLlon Lermlnals for
Llmelv CredlL Card Approvalţ self checkŴln / checkŴouL
LermlnalsŦ LasLlvţ all auesL charaes and pavmenLs are saved ln
elecLronlc auesL follosŦ
- As far as walkŴlns are concernedţ all realsLraLlon acLlvlLles
should be lnlLlaLed from Lhe verv bealnnlnaŦ

CŴ Cccupancv acLlvlLlesť
- under Lhls verv sLaaeţ auesL purchases aL dlfferenL revenue
ouLleLs are elecLronlcallv Lransferred and posLed Lo
approprlaLe auesL accounLsŦ Moreoverţ Lhe fronL offlce
deparLmenL can run and process conLlnuous Lrlal balances
andţ Lhereforeţ ellmlnaLe Lhe Ledlous work for Lhe nlahL
AudlLorŦ

uŴ ueparLure acLlvlLlesť
- AL Lhls verv sLaaeţ cashlers can auLomaLlcallv
produce bllls Lo be senL Lo varlous auesLs wlLh dlrecL bllllna
prlvlleaes and creaLe elecLronlc auesL hlsLorv recordsŦ

lvŴ lronL Cfflce lormsť
- AL dlfferenL sLaaes of Lhe auesL cvcle dlfferenL forms are
used dependlna on whlch operaLlna svsLem a hoLel choosesŦ
8elow are some of Lhe common forms usedť

1Ŧ ÞreŴarrlval acLlvlLlesť
a) 8eservaLlon record or a reservaLlon flle
b) LeLLer of conflrmaLlon
c) 8eservaLlon rack and reservaLlon rack sllps

2Ŧ Arrlval acLlvlLlesť
a) 8ealsLraLlon card (or record) or realsLraLlon flle
b) 8oom rack and room rack sllps



3Ŧ Cccupancv acLlvlLlesť
a) CuesL folloť shall be of dupllcaLe forms and preŴ
numbered for crossŴlndexlna conLrol purposes
b) vouchersť supporL documenLs deLalllna facLs of a
LransacLlonţ buL does noL replace Lhe source documenL (lŦeŦ
Lhe lnvolce)Ŧ Lxamples of vouchers mlahL lnclude charae
vouchersţ allowance vouchersţ paldŴouL voucherţ and
correcLlon vouchersŧ
c) lnformaLlon rack sllps

4Ŧ ueparLure acLlvlLlesť
a) CredlL card vouchers
b) Cash vouchers
c) Þersonal check vouchers
d) 1ransfer vouchers
e) CuesL hlsLorv records



vŴ lronL Cfflce luncLlonal CraanlzaLlonť
- WhaLsoever svsLem and seLLlna Lhe hoLel mlahL useţ lL
should reflecL easv access Lo Lhe equlpmenLţ formsţ and
supplles necessarvŦ Moreoverţ Lhe seLLlna shall reflecL
poslLlon flexlblllLvŦ Moreoverţ nowadavs Lrend shows LhaL
LradlLlonal mallţ messaaeţ and kev racks are unnecessarv aL
Lhe lronL ueskŦ 8aLherţ Lhev shall be sLored ln drawers or
sloLs locaLed under or awav from Lhe lronL ueskŦ lorţ Lhls
would ensure securlLv and safeLv of auesLsŦ

1Ŧ lronL uesk deslaned alLernaLlvesť
a) Clrcular or semlŴclrcular sLrucLureť Lhls verv sLrucLure
provldes an effecLlve servlce Lo more auesLs and appears
more modern and lnnovaLlve buL slnce auesLs wlll approach
Lhe lronL uesk from all analesţ more sLaff ls neededŦ
b) 1radlLlonal sLralahL deskť under Lhls verv deslanţ
fewer sLaff ls neededţ buL fewer auesLs can be served aL Lhe
same LlmeŦ
c) ueskless envlronmenLť under Lhls deslanţ Lhere ls no
lronL uesk aL allŦ 1hls ls usuallv replaced bv a hosLessţ or
sLeward welcomlna Lhe auesLţ seaLlna hlm or her on a
chalr/sofaţ and conducL realsLraLlon acLlvlLles Lhere whlleţ for
exampleţ havlna a cockLall or a drlnkŦ

vlŴ lronL Cfflce LqulpmenLť
1Ŧ 8oom rack
2Ŧ Mallţ messaaeţ and kev racks
3Ŧ 8eservaLlon racks
4Ŧ lnformaLlon racks
3Ŧ lollo Lravs or follo buckeLs
6Ŧ AccounL posLlna machlne
7Ŧ voucher racks
8Ŧ Cash realsLers
9Ŧ 1elephone equlpmenL


lronL uesk Cfflce Accessorles
Cfflce envlronmenL
1he fronL desk ls aenerallv aL Lhe fronL of an offlce space or
bulldlna where Lhe recepLlonlsL or clerk worksŦ 1he fronL
offlce ls Lhe mosL vlslble deparLmenL ln an offlce bulldlna or
companvţ so lL ls essenLlal Lhe fronL desk be efflclenL and
oraanlzed Lo accommodaLe manaaemenLţ coŴworkersţ vlslLors
and vendorsţ especlallv on verv busv davsŦ 1he baslc cruclal
accessorles needed for a fronL desk offlce ls furnlLureţ Lhe
laLesL offlce equlpmenL and suppllesŦ
lurnlLure

Lraonomlcallv correcL chalr
Avold purchaslna a desk and chalr LhaL ls more sLvllsh Lhan
eraonomlcallv comforLableŦ Lraonomlcs ls Lhe deslanlna of
offlce furnlLure and work envlronmenLs Lo opLlmlze human
wellŴbelna Lo lncrease producLlvlLv and prevenL chronlc paln
from repeLlLlve workŦ 8emember vou mav be aL vour desk for
a verv lona Llmeţ so lf vour furnlLure ls noL comforLable lL can
cause sLraln andţ over Llmeţ posslblv ln[urvŦ lf vouƌre on a
budaeLţ check vour local newspaper for sales and shop for
secondhand furnlLureŦ Call around Lo buslnesses reaardlna
Lhelr floors modelsŦ SomeLlmes Lhe floor models mav have
small marks on Lhem buL can be marked down 73Ʒ off
maklna Lhem a areaL dealŦ AnoLher opLlon ls Lo lease or renL
furnlLure andţ as an added bonusţ pavmenLs mav be 100Ʒ
deducLlble for buslness purposesŦ
1echnoloav and communlcaLlon equlpmenL
Þurchase a compuLer or lapLop Lallored for vour buslness
needsŦ ln Lodavƌs Lechnoloalcal world a compuLer ls an
essenLlal parL of runnlna a buslness so lnvesL ln one wlselv
andţ Lo save monevţ buv an allŴlnŴone prlnLerŦ 1hls plece of
equlpmenL ls a prlnLerţ faxţ copler and scanner all ln one
maklna lL a areaL monev and space saverŦ ?our
communlcaLlon equlpmenL ls vour llfellneŦ lL should conslsL of
a mulLlŴllne phone svsLem wlLh a porLable handseLţ cell phone
and headseLţ so vou can sLav connecLed and wonƌL mlss anv
lmporLanL calls no maLLer where vou aoŦ uependlna on vour
buslnessţ Lhe lnLerneL mav or mav noL be lmporLanL buL keep
ln mlnd havlna vour buslness onllne connecLs vou worldwlde
posslblv brlnalna ln new buslnessţ and Lhese davs lLƌs
lnexpenslve Lo be connecLedŦ A dlalLal camera and web cam ls
noL so essenLlal buL are a areaL asseLs should vou ever need
LhemŦ
Cfflce Supplles
CreaLe a checkllsL of lnexpenslve and expenslve aeneral offlce
supplles necessarv for dallv useŦ lf vour offlce uses cerLaln
supplles on a reaular basls frequenLlvţ conslder openlna an
accounL for dellverv LhaL alves vou volume dlscounLs and
someLlmes freebles on larae ordersŦ lf vou havlna Lo pennv
plnchţ look for deals aL dlscounL sLores and sales aL offlce
supplv sLoresŦ 1he besL Llme Lo buv offlce supplles and sLock
up ls when klds ao back Lo school and Lhereƌs a back Lo school
sale wlLh no Lax on manv lLemsŦ ?ouƌll flnd some areaL buvs
and be able Lo sLreLch a dollarŦ

llnallvţ add vour personal Louch wlLh muslcţ famllv plcLuresţ
palnLlnasţ works of arL and planLs Lo make vour offlce more
llke home and a pleasanL envlronmenL Lo work lnŦ







Rooms Division Department

IŴ nC1LL CkGANI2A1ICNť
O ln order Lo carrv ouL lLs mlsslonţ alobal and deparLmenLal aoals and ob[ecLlvesţ everv companv shall bulld a
formal sLrucLure deplcLlna dlfferenL hlerarchv of manaaemenLţ supervlslonţ and emplovee (sLaff) levelsŦ 1hls
verv sLrucLure ls refereed Lo as oraanlzaLlon charLŦ Moreoverţ Lhe oraanlzaLlon charL shows reporLlna
relaLlonshlps span of manaaemenLţ and sLaff/llne funcLlonsŦ
O 1here are Lwo Lvpes of relaLlonshlps LhaL mlahL exlsL beLween anv Lwo funcLlons aL anv oraanlzaLlon charLŦ
1hese areť
1Ŧ Solld Llnesť (lŦeŦťPPP) Lhls klnd of relaLlonshlp shows ulrecL Llne AccounLablllLvŦ 1o lllusLraLeţ lf
poslLlon A and 8 are llnked wlLh a solld llneţ lL means (for example) LhaL A shall reporL Lo 8ţ LhaL 8 shall Lell
A whaL Lo doţ when Lo doţ and how Lo lLŦ LasLlvţ 8 shall be llable (lŦeŦ responslble) for AŦ
2Ŧ uoLLed Llnesť (lŦeŦ ŴŴŴŴŴŴŴŴŴ) Lhls klnd of relaLlonshlp enLlLles boLh poslLlons llnked wlLh doLLed llnes Lo
have a hlah dearee of CooperaLlon and CommunlcaLlon buL noL dlrecL llne accounLablllLvŦ usuallv ln Lhe
hoLel lndusLrvţ where Lhe sole alm ls Lo saLlsfv auesLsţ poslLlonsţ whaLsoever level ln Lhe hlerarchv Lhev
occupvţ shall coordlnaLe [olnLlv Lhelr efforLs so as Lo provlde quallLvţ sLandard producL Lo Lhelr cusLomersŦ
1hereforeţ examples of doLLed llnes are numerous ln hoLel oraanlzaLlon charLsŦ
O Lverv oraanlzaLlon charL shall be flexlbleţ Lo reflecL Lhe everŴchanalna envlronmenLal dvnamlcs andţ hence
be able Lo survlveŦ ln accordanceţ oraanlzaLlon charLs shall be revlewed perlodlcallv ln order Lo deLermlne
wheLher Lhe acLual oraanlzaLlon sLlll maLch Lhe envlronmenL needs (lŦeŦ auesLsţ emploveesţ Lechnoloavţ
compeLlLorƌs needsŧ) or noLŦ A SWC1 analvsls (lŦeŦť 5LrenaLhsţ Weaknessesţ CpporLunlLlesţ and 1hreaLs) shall
be a aood sLarL Lo lnlLlaLe a chanae ln Lhe oraanlzaLlon charL or noLŦ LasL buL noL leasLţ lL ls of exLreme
lmporLance LhaL Lhere are no 2 hoLels havlna exacLlv Lhe same oraanlzaLlon charLţ and LhaL a hoLel mlahL have
an oraanlzaLlon charL chanae over LlmeŦ lorţ oraanlzaLlon charLs shall be Lallored Lo flL Lhe needs of each
lndlvldual properLvŦ

II- HOTEL DEPARTMENTS
1Ŧ 8ooms ulvlslonť ln a sLaLlsLlcs conducLed bv Lhe uŦSŦ Lodalna lndusLrv ln 1993ţ lL has been shown LhaL Lhe
ma[orlLv of hoLels revenues (60Ŧ2 Ʒ) are aeneraLed from 8ooms ulvlslon ueparLmenL under Lhe form of
room salesŦ 1hls verv deparLmenL provldes Lhe servlces auesLs expecL durlna Lhelr sLav ln Lhe PoLelŦ LasLlvţ
Lhe 8ooms ulvlslon ueparLmenL ls Lvplcallv composed of flve dlfferenL deparLmenLsť
a) lronL Cfflce
b) 8eservaLlon
c) Pousekeeplna
d) unlformed Servlces
e) 1elephone
8eneaLh ls a brlef descrlpLlon of Lhe dlfferenL deparLmenLs decomposlna Lhe 8ooms ulvlslon ueparLmenLţ
alona wlLh Lhelr relaLed maln responslblllLlesť

a) lronL Cfflceť
E Sell auesLroomsŤ realsLer auesLs and deslan auesLrooms
E CoordlnaLe auesL servlces
E Þrovlde lnformaLlon
E MalnLaln accuraLe room sLaLlsLlcsţ and room kev lnvenLorles
E MalnLaln auesL accounL sLaLemenLs and compleLe proper flnanclal seLLlemenLs

b) 8eservaLlonť
E Receive and process reservation requests Ior Iuture overnight accommodations.
E WlLh Lechnoloav developmenLţ Lhe 8eservaLlon ueparLmenL canţ on real Llmeţ access Lhe number and Lvpes
of rooms avallableţ varlous room raLesţ and furnlshlnasţ alona wlLh Lhe varlous faclllLles exlsLlna ln Lhe hoLel
E 1here should be close relaLlonŴshlps wlLh Sales and MarkeLlna ulvlslon concernlna Larae Croup 8eservaLlons

c) Pousekeeplnať
E lnspecLs rooms before Lhev are avallable for sale
E Cleans occupled and vacanL rooms
E CommunlcaLes Lhe sLaLus of auesLrooms Lo Lhe lronL Cfflce ueparLmenL
E Cleans and presses Lhe properLv's llnensţ Lowelsţ and auesL cloLhlna (lf equlpped Lo do soţ free of charae or
for a preŴdeLermlned fee)
E MalnLalns recvcled and nonŴrecvcled lnvenLorv lLems

d) unlformed Servlcesť
E Bell Attendants: Ensure baggage service between the lobby area and guestrooms
E uoor ALLendanLsť Lnsure baaaaae servlce and Lrafflc conLrol aL hoLel enLrance(s)
E valeL Þarklna ALLendanLsť Lnsure parklna servlces for auesL's auLomoblles
E 1ransporLaLlon Þersonnelť Lnsure LransporLaLlon servlces for auesLs from and Lo Lhe hoLel
E Concleraeť AsslsLs auesLs bv maklna resLauranL reservaLlonsţ arranalna for LransporLaLlonţ and aeLLlna
LlckeLs for LheaLerţ sporLlnaţ or anv oLher speclal evenLs

3Ŧ 1elephone ueparLmenLť
E Answers and dlsLrlbuLes calls Lo Lhe approprlaLe exLenslonsţ wheLher auesLţ emploveeţ or manaaemenL
exLenslons
E Þlaces wakeŴup calls
E MonlLors auLomaLed svsLems
E CoordlnaLes emeraencv communlcaLlons
'ltotects Coest ltlvocv'






2Ŧ lood Ǝ 8everaae ueparLmenLť
O Accordlna Lo uŦSŦ Lodalna 1993 sLaLlsLlcsţ lƎ8 ueparLmenL consLlLuLes Lhe second laraesL revenue aeneraLor
of a Lvplcal hoLel wlLh an averaae of 23Ŧ1 for lood salesţ and 8Ŧ6 Ʒ for 8everaae salesŦ ln a flveŴsLar hoLelţ lood
and 8everaae ouLleLs mlahL have Lhe followlna formsť
E Culck Servlce
E 1able Servlce
E SpeclalLv 8esLauranLs
E Coffee Shops
E 8ars
ELounaes
E Clubs
E 8anqueLs
E CaLerlna luncLlons Weddlnaţ 8lrLhdavsŧ

3Ŧ Sales Ǝ MarkeLlna ulvlslonť
O A Lvplcal hoLel should usuallv have Sales Ǝ MarkeLlna dlvlslonŦ Poweverţ lf Lhe sLaff slzeţ volume buslnessţ
hoLel slzeţ expecLed aroup arrlvals ls low enouahţ Lhe hoLel mlahL have markeLlna sLaff placed under Lhe
reservaLlon deparLmenL (lŦeŦ no need for a Sales Ǝ MarkeLlna ulvlslon)Ŧ
O A Lvplcal Sales Ǝ MarkeLlna ulvlslon ls composed of four dlfferenL deparLmenLsť
a) Sales
b) ConvenLlon Servlces
c) AdverLlslna
d) Þubllc 8elaLlons

4Ŧ AccounLlna ulvlslonť
O 1he AccounLlna ulvlslon monlLors Lhe flnanclal acLlvlLles of Lhe properLvŦ Some of Lhe acLlvlLles LhaL are
underLaken ln Lhe AccounLlna ulvlslon are llsLed belowť
a) Þavs ouLsLandlna lnvolces
b) ulsLrlbuLes unpald sLaLemenLs
c) CollecLs amounLs owed
d) Þrocesses pavroll
e) AccumulaLes operaLlna daLa
f) Complles flnanclal reporLs
a) Makes bank deposlLs
h) Secures cash loans
l) Þerforms oLher conLrol and processlna funcLlons

3Ŧ Lnalneerlna and MalnLenance ulvlslonť
O 1hls verv deparLmenL malnLalns Lhe properLvƌs sLrucLure and arounds as well as elecLrlcal and mechanlcal
equlpmenLŦ Some hoLels mlahL have Lhls verv dlvlslon under dlfferenL namesţ such as malnLenance dlvlslonţ
properLv operaLlon and malnLenance deparLmenLŧ

6Ŧ SecurlLv ulvlslonť
O SecurlLv dlvlslon personnel are usuallv screened from lnŴhouse personnelţ securlLv offlcers or reLlred pollce
offlcersţ across cerLaln phvslcal sklllsţ and prlor experlenceŦ
O Some of Lhe funcLlons of Lhe securlLv dlvlslon are llsLed belowť
a) ÞaLrols Lhe properLv
b) MonlLors supervlslon equlpmenL
c) Lnsures safeLv and securlLv of auesLsţ vlslLorsţ and emplovees

7Ŧ Puman 8esources ulvlslonť
O Some of Lhe duLles of Lhe human resources dlvlslon are llsLed belowť
a) 8esponslble for exLernal Ǝ lnLernal recrulLmenL
b) CalculaLes emploveesƌ salarlesţ compensaLlonţ and Lax wlLhholdlnaŧ
c) AdmlnlsLraLes emploveesƌ paperworkţ monlLors aLLendanceŧ
d) MalnLalns aood relaLlons wlLh Labor unlons
e) Lnsures emploveesƌ safeLv and worklna condlLlons

8Ŧ CLher ulvlslonsť
O All Lhe above menLloned deparLmenLs and/or dlvlslons should exlsL ln a Lvplcal flveŴsLar hoLelŤ however Lhere
mlahL be some revenue aeneraLors LhaL are speclflc Lo cerLaln hoLels buL noL exlsLlna ln oLhersŦ 8elow ls a llsL
of some posslble exLra or oLher dlvlslons LhaL mlahL exlsL ln a hoLelť
a) 8eLall CuLleLs (lŦeŦť Shops renLed Lo ouLslders or manaaed bv Lhe hoLel)
b) 8ecreaLlon laclllLles (exť llLness CenLerţ 1ennls CourLsţ and Clnema Saloonsŧ)
c) Conference CenLers
d) Caslnos

IIIŴ kCCM5 DIVI5ICN DLÞAk1MLN1ť
1he ma[or funcLlons conducLed bv Lhe 8ooms ulvlslon ueparLmenL areť

a) 8eservaLlonţ realsLraLlonţ room Ǝ raLe asslanmenL
b) lulfllls auesL servlces and updaLes room sLaLus
c) MalnLalns Ǝ seLLles auesL accounLs
d) CreaLes auesL hlsLorv records
e) uevelops Ǝ malnLalns a comprehenslve daLabase of auesL lnformaLlon
f) CoordlnaLes CuesL Servlces

O 1he sole prlorlLv of Lhe 8ooms ulvlslon ueparLmenL shall be ensurlna 6uest 5otisfoctionţ whlch happens
whenţ auesL expecLaLlons maLch whaL Lhe hoLel provldesŦ

O lo otJet to ocbleve Coest 5otlsfoctlooţ fronL offlce deparLmenL shall prepareť

a) Careful deslaned fronL offlce oraanlzaLlon charL
b) Comprehenslve aoalsţ sLraLeales and LacLlcs
c) Þlanned work shlfLs
d) Well deslaned [ob descrlpLlons
e) Well deslaned [ob speclflcaLlons
1Ŧ CraanlzaLlon CharLť
1he lronL Cfflce oraanlzaLlon charL shall be deslaned accordlna Lo Iunct|onsŦ uolna so noL onlv enhances
Lhe conLrol Lhe lronL Cfflce has over lLs CperaLlonsţ buL also provldes auesLs wlLh more speclallzed aLLenLlonŦ
Such a dlvlslon accordlna Lo funcLlonsţ howeverţ ls noL pracLlcal ln mlddle and small slze hoLels due Lo Lhe facL
LhaL Lhese verv hoLels donƌL posses enouah and sufflclenL moneLarv resources Lo ensure Lhe exlsLence of aL
leasL 3 [obholders (lŦeŦ one for each shlfL) for each [ob poslLlonŦ 1hereforeţ ln mlddle slze hoLelsţ a fronL offlce
clerk mlahL be responslble for more Lhan one work poslLlonŦ 1hls ls ensured vla cross LralnlnaŦ Cn Lhe oLher
handţ ln small slze hoLelsţ one or Lwo fronL offlce clerk(s) mlahL be responslble for all fronL offlce acLlvlLlesŦ

A) 1vplcal funcLlons and poslLlons under Lhe 8ooms ulvlslon ueparLmenLť

toot uesk Aoeotť 8ealsLers auesLsţ and malnLalns room avallablllLv lnformaLlon

osbletť Closes auesL follosţ and properlv checks ouL auesLs

Accooots kecelvoble letkť ÞosLs charaes ln correcL auesL follos and updaLes follosƌ ouLsLandlna balances

-lobt AoJltotť ConLrols Lhe [ob of Lhe AccounLs 8ecelvable Clerkţ and prepares dallv reporLs Lo manaaemenL
(exť Cccupancv 8eporL and 8evenue 8eporL)

,oll Ǝ lofotmotloo letkť 1akes Messaaesţ provldes ulrecLlons Lo CuesLsţ and malnLalns Mall

@elepbooe Opetototť Manaaes Lhe SwlLchboard and coordlnaLes WakeŴup Calls

kesetvotloo Aoeotť 8esponds Lo 8eservaLlon 8equesLs and creaLes 8eservaLlon 8ecords

DolfotmeJ 5etvlce Aoeotsť Pandles CuesL Luaaaaeţ escorLs CuesLs Lo Lhelr 8oomsţ and asslsLs auesLs for anv
blL of lnformaLlon requesLed

2Ŧ Coals and SLraLeales
ln everv oraanlzaLlonţ aoals and sLraLeales musL be prepared bearlna ln mlnd Lhe hoLelƌs mlsslon sLaLemenL
and overall aoals and ob[ecLlvesŦ An example mlahL beť

Clobol Coolť lncrease Cccupancv 8aLe of Lhe PoLel bv Ʒ
uepottmeot Coolť lncrease ln Lhe number of WalkŴlns bv Ʒ
5ttoteovť lmprove Sales llaures bv descrlblna auesLrooms and PoLel Servlces

3Ŧ Work ShlfLť
O 1he lronL Cfflce Manaaer shall schedule hls/her emplovees accordlna Lo seasonallLvţ buslness volumeţ and
avallable sLaff ln hand
O 1he mosL commonlv used schedullna ls Lhe 1rad|t|ona| 5chedu||ngţ whlch assumes LhaL everv emplovee shall
work 40 Pours per WeekŦ Moreoverţ Lhe hoLel shall ensure 3 shlfLs per davţ each of whlch lasLs for 8 hoursŦ A
posslble example Lo LradlLlonal schedullna ls shown belowť

uav ShlfL 7 aŦmŦ Ŵ 3 pŦmŦ
Lvenlna ShlfL 3 pŦmŦ Ŵ 11 pŦmŦ
nlahL ShlfL 11 pŦmŦ Ŵ 7 aŦmŦ

O SomeLlmesţ due Lo nonŴavallablllLv of sLaffţ seasonallLvţ and volume buslnessţ Lhe lronL Cfflce manaaer
mlahL be forced Lo adopL an AlLernaLlve Schedullnaţ whlch mlahL be arranaed under Lhe followlna paLLernsť

a) llexlble Work Pours or I|ext|meť 1hls klnd of alLernaLlve schedullna enLlLles LhaL emplovees mlahL sLarL
workţ for exampleţ one hour earllerţ [usL Lo leave aaaln one hour earllerŦ
b) Compressed Work Scheduleť Lmploveesţ lnsLead of worklna 3 davs per weekţ 8 hours per davţ mlahL work
4 davs per weekţ 10 hours per davŦ 1hereforeţ compressed workŴschedullna means worklna all Lhe 40
hours per week ln less Lhan Lhe sLandard 3 davs per weekŦ
c) !ob Sharlnať 1hls klnd of schedullna enLlLles LhaL Lwo or more parLŴLlmers occupv Lhe [ob of one full LlmerŦ
O lronL Cfflce manaaers shall carefullv schedule Lhelr emplovees ln order Lo mlnlmlze confllcLs LhaL arlse
beLween hoLel and emplovee needsŦ ln bla hoLels operaLlna under fullv auLomaLed svsLemsţ some schedullna
sofLware packaae proarams mlahL be lnsLalled as Lo ald and help manaaers ln effecLlve schedullnaŦ

4Ŧ !ob uescrlpLlonsť
O !ob descrlpLlon llsLs all Lasks and subLasks LhaL compose a work poslLlonŦ Moreoverţ lL mav ouLllne reporLlna
relaLlonshlpsţ responslblllLlesţ worklna condlLlonsţ equlpmenL and maLerlals Lo be usedŦ
O All [ob descrlpLlons shall be Lallored and cusLomlzed Lo reflecL Lhe needs of each slnale hoLel properLvţ and
work poslLlonŦ Moreoverţ [ob descrlpLlons shall be LaskŴorlenLed raLher emploveeŴorlenLedţ whlch means LhaL
hoLels shall Lrv Lo search for emplovees who can flL Lhelr [ob descrlpLlonsţ noL deslan [obs Lo flL Lhe skllls of
cerLaln [ob appllcanLsŦ
O !ob uescrlpLlons shall be revlsed perlodlcallv Lo cope wlLh Lhe ever chanalna demands and needs of Lhe
lndusLrv and Lo respond Lo Lhe sophlsLlcaLed needs of auesLsŦ Whlle dolna soţ manaaers shall leL Lhelr
emplovees be lnvolved ln Lhe revlslon processŦ
O !ob descrlpLlons mlahL be used asť
a) 1o evaluaLe [ob performances
b) 1ools Lo conducL Lralnlna or reLralnlna
c) ÞrevenL duLv dupllcaLlons
d) Lnsure Lhe performance of each [ob Lask
e) ueLermlne approprlaLe sLafflna levels




3Ŧ !ob SpeclflcaLlonsť
O !ob speclflcaLlons LlsL Lhe personal quallLlesţ sklllsţ and LralLs a person needs Lo have ln order Lo perform
successfullv Lhe Lasks ouLllned ln a [ob descrlpLlonŦ 1haLƌs whvŤ deparLmenLs shall flrsL deslan [ob descrlpLlonsţ
and laLer [ob speclflcaLlons!
O !ob speclflcaLlons usuallv serve as a basls for adverLlslna [ob vacanclesţ and as a Lool Lo ldenLlfv currenL
emplovees for promoLlon purposesŦ
O lnslde a Lvplcal [ob speclflcaLlonţ Lhe underneaLh kev facLors shall exlsLť
a) Work experlence
b) lormal educaLlon
c) Ceneral knowledae
d) Þrevlous Lralnlna
e) Þhvslcal requlremenLs
f) CommunlcaLlon ablllLv
a) LqulpmenL skllls