This action might not be possible to undo. Are you sure you want to continue?
All hotels, irrespective of their size and type of clientele need to know certain information and to keep records. The equipments and systems used may vary the basic principles and methods remain the same. The front office system must contain a framework for processing the following tasks. Reservations Room assignment Guest check in and registration Guest accounting Credit verification Guest check out and verification of accounts Maintaining records Preparing reports and statistics for management Maintaining control procedure
THE FRONT DESK
The front desk has always held a pivotal position of importance in the lodging operation. It is one of the first points of contact with the guest, and, as such, its ambience sets the tone for the hotel. Neatness, orderliness, attractiveness, quality, and professionalism are just a few of the impressions the front desk should convey to a guest. The guest wants to feel important, safe, and in the hands of professionals. The impression conveyed by the physical layout of the desk assists the front office in creating a positive image for the operation. Providing hospitality to the guest and promoting inhouse sales are of great importance to the continued financial success of the operation. To provide an environment in which these objectives can be met, a well planned physical arrangement of the front desk is important. For Hotel Business, the idea of our welcome system is more in a mansion style rather than a hotel. All registration forms will be pre-printed with all information available from reservation and the reception will ask for the guest passport and fill up the rest (such as passport number, address, and the correct spelling of the name). The guest will only have to sign afterwards. The Bell Staff will greets the guest upon arrival at the lobby, will lead him to the Reception Desk, finish registration formalities and lead him once more to his room. He is also to acquaint the guest with room facilities before leaving him. Luggage will be put in the room before the guest gets there.
The Receptionist will welcome the guest and will present Him the Hotel Facilities upon arrival to lobby. VIP guests will be greeted by Management upon arrival.
FRONT OFFICE EQUIPMENTS
There is a wide range of equipments that are being utilized in the hotels nowadays. The range of equipments and their number depends on the type and size of the property that is utilizing it. Below is the list of some commonly used equipments that are used in hotels. Key and mail rack Mail sorting rack Mail forwarding file Duplicate key rack Guest history filing cabinet Reservation filing cabinet Page board Safe vaults and in room safes Guest Registration Card holder Bulletin boards Photocopying machine Fax machine Room rack Reservation rack Date and time punching machine
Credit card imprinter Telephone Postal weighing scale Luggage trolleys Luggage net Complete computer hardware system Revolving rack Information rack Magnetic strip reader Voucher rack Account posting machine Cash register
Communication and information transmission is a routine task in hospitality industry. A hotel needs to communicate to: Request information Receive information Make reservations Receive confirmations Make cancellations Transmit information to guests With advances in technology, telecommunications have become quicker, and more reliable when compared with other means of communication. A modern hotel operating without advance
electronic equipment is impossible to imagine. Telephones, telex and fax machines are the main equipments of communication being used in a hotel. Telephone: Telephone service is provided by every hotel. It is impossible to imagine a modern hotel without telephone. In every hotel regardless of its size and situation, there will be a telephone. The larger the establishment, the greater will be the need for outgoing lines and internal extensions, thus necessitating a telephone switchboard. A small switchboard would probably be placed in or near the reception office to be operated by a receptionist or a member of the informed staff.
Various types of Telephone Exchange
PBX (Private Branch Box Exchange) PABX ( Private Automatic Branch Exchange) PMBX (Private Manual Branch Exchange) EPABX ( Electric Private Automatic Branch Exchange) Telex: Telex is a twenty four hours public teleprinter service
which provides for the instantaneous transmission of message in print. Fax: Fax machine is used to transmit the message in the same way as the telex machine. However, fax transmissions do not require the message sender to key the information into the machine. The data to be transmitted can be written on a sheet of paper and the
sheet containing the message is then fed through the machine. The written message will be received at the other end in exactly the same format as it was sent. To use either telex or fax machine, they must be connected to a telephone line. Telex machines and fax machines transmit written data by using telecommunications. In both cases, written data is converted by the machine and sent by telephone link to the chosen destination. Most hotels now use telex and fax machines to transmit and receive almost all correspondence. Hotel guests use fax machines to transmit and receive messages during their stay in the hotel.
ETTIQUTES OF TELEPHONIC CONVERSATION Attend the call within three beeps. Always ask the guest before putting him or her on hold. Do not use the word „Hello‟. Identify the name of the
establishment and then wish according to the time of the day.
Proper salutation is very important followed by “May I help
Hold telephone receiver in one hand and keep the other hand
free to take down the notes if required.
Always keep a pencil and a note book ready. Do not make personal calls from the office telephone. Keep the conversation short and up to the point.
QUALITIES OF A GOOD TELEPHONE OPERATOR
Punctuality Personal hygiene Accuracy Speed Cooperation Clarity of speech A sense of responsibility on the job Secrecy Good memory Concentration, application and quickness Cheerfulness Careful and polite