INTRODUCTION TO FRONT OFFICE
In a hotel , the department , where guest are checked in and out , payment on accounts are made and messages are exchanged is known as front office . It is the department which is responsible for the sale of hotel rooms through systematic method of reservation , followed by registration and assigning rooms to the guest . The term sale of rooms means the use of hotel rooms at a price . A room is “sold” for the day when a guest leases the room for the stay in hotel. The front office in a hotel holds prime importance in view of the basic nature of the business of a hotel to sell rooms. Revenue collected from the sales of room contributes more than the 50% of the hotel sales . This department is has the prime role of image building which is the first and the last point of contact of every guest. Thus the role of front office is to reserve , receive , register , assign rooms to the guest and act as a continuous source of information to guest during their stay of the hotel.
THE FOLLOWING SERVICES ARE HANHLED BY THE FRONT OFFICE .
ORGANIZATIONAL HIERARCHY OF FRONT OFFICE DEPARTMENT. Room reservation.
Airline information. Check-in / check-out. Allotment of rooms. Courtesy call. Secretarial services.
EXECUTIVE ASSISTANT ACCOMODATION MANAGER
ASSISTANT FRONT OFFICE MANAGER
BUSINESS CENTER MANAGER
CASHIER BELL TELEPHONE CAPTAIN SUP. Mails. Car rental. Information. Wake up call Safe deposit locker. Transportation. News paper Guest relation. Doctor on call. Sight seeing.
. Currency exchange. Credit card acceptance.
THE FRONT OFFICE OF THE TAJ WESTEND HAS EIGHT SUBSECTIONS
Reservation Reception Cash & bill Information Telephone Bell desk Business center Travel desk
MODES OF RESERVATION
Telephone Telex Fax Letters Personal E-mail Telegram
SOURCES OF RESERVATION
Free individual travelers Company guest Travel agents Walk in By sales and marketing office By tour operators THE RESERVATION IS FIRST RECORDED ON RESERVATION FORMS . WHICH CONTAIN THE FOLLOWING DETAILS.
This is the most important to provide the guest service to the best of his satisfaction. telex or fax depending on the urgency confirms every reservation inturn by reservation department. These reservation forms with the corresponding letter is filed date wise for the current month for the following month .NAME : COMPANY : DESIGNATION : ADDRESS : CITY : COUNTRY : PIN CODE : FAX :
TYPE / ROOM NO :
ARRIVAL DATE / TIME : DEPARTURE DATE / TIME: DURATION OF STAY : RATE CODE / RATE : PAYMENT MODE : CARD NUMBER : EXPIRY DATE : ANNIVERSARY DATE :
E MAIL ADDRESS : TELEPHONE NUMBER : DATE OF BIRTH :
PASSPORT AND OTHER DETAILS ARRIVED FROM : PASSPORT NO : REG.: PROCEEDING TO : DATE OF ISSUE : NATIONALITY: PLACE :
BILLING INSTRUCTIONS : CASH REMARKS : RESERVATION REMARKS :
The information is fed into the system . This transfer helps in rechecking if all the important details are obtained. A confirmation letter stating the reservation and mode of settlement or payment has to be send by the person who is making the reservation . Letter . NO . The next day arrivals . reservation forms and letters are placed in a follow up file in an
Receive a guest in front of house. Guest relation executive . Executive chef and security incharge. the hotel must be ready to receive each and every guest an the day and time of arrival . Every day .
THE FRONT DESK HAS FOUR MAIN SUBSECTION :
RECEPTION : Situated in main lobby.alphabetical order.
. Cashier . V. Then these copies are distributed to General manager . Executive housekeeper . Lobby manager .I. These details can be cross checked from the registration card in case of clarifications. Which takes care of all check in / check or etc… CASHIER : Situated in lobby next to reception which takes care of all guest resident and non resident bills. there must be a room ready for him and there are various necessary formalities to be gone through when the guest arrives . mails and other extra services. CONCIERGE : It is the desk for handling all guest baggage’s . The duty manager authorizes this. During this period the may deal with hundred of other visitors . Travel desk : It handles of guest transportations according to the guest request like airport pick up and drop etc…
PROCESS FOR CHECKING IN AND CHECKING OUT A GUEST CHECKING IN A GUEST
Some time normally elapses between making a reservation and his actual time of arrival in the hotel . However . This is referred as Check – in process :THERE ARE FIVE STEPS FOR CHECKING – IN PROCEDURE :
STEP 1 –
Receiving and Registration. Front office manager .P list is made which states the arrivals for the next day.
the guest is said to be checking out. Front desk assistant has to obtain the following : 1. 3. 2.
CHECKING – OUT A GUEST :
When a registered guest leaves the hotel room he has rented . Complete check in.
. Secure advance payment.
THE FOLLOWING ARE THE PROCEDURES INVOLVED IN A CHECK OUT :
Guest calls to inform he is checking out to front office. If yes . What time the guest is checking out.
Inform cashier to close the bill of the respective room number. 4.
STEP 2 STEP 3 STEP 4 STEP 5 -
Allocate room. Number of baggage’s to be brought down. Would he need a bell boy to carry his baggage.
Then inform the bell desk: 1. Information service. Room number of guest 2. Would the guest need a transportation to be arranged to take him to airport / railway station.Registering of guest. after settling his bills . how many pieces of baggage.
find out in advance how each person will be paying and the required authorization can then be obtained in good time. The general procedure for handling a group check-out are : Set aside an area for the luggage to be left before it is loaded into the coach. A standard procedure for the registration of group might include : Group members can register in the usual way by each individual completing a separate registration form.
Sign departure card after checking. preplanning and special procedures will ensure that the operation runs smoothly.g. 2. If the main bill for the group will be sent to the tour operator for paying . On arrival the receptionist has only to check them and file accordingly. a tour group . However . If the amount involved are likely to be substantial. e. If the key is in the slot. Individual registration forms can be given to the tour operator for completion by the guests en-route to the hotel. If the cashier has signed ( proof of settlement ). Group member are informed via the tour leader of the procedure for paying extras charged to individual room accounts.. 1. with large groups this could cause chaos.
GROUP CHECK IN PROCEDURE
The arrival of large groups of people at the same time will always mean there is pressureon the reception staff to get all guests checked in as quickly and efficiently as possible. 3. if the group arrival is a tour or a special partythen the receptionist will know in advance of the arrival and can plan accordingly. obtain any necessary authorization from the tour leader in good time.
Then the check out procedure is complete.
GROUP CHECK OUT PROCEDURE :
If a group of people check-out at the same time . If the group happen to be a large number of guest with individual bookings just happen to arrive at the same time then the receptionist will have to process eacg guest in turn as quickly as possible. A list of the group members names . nationality and passport details could be given directly to the hotel by the tour operator. However . Then inform the bell boy to arrange the baggages in the respective transport vehicle.
Mails of expected guest. Mails of departed guest. The reception on receiving the call must ascertain if the guest is in the room by checking the key rack . The mail of departed guest are sorted out to be given if they requires or if they check in at later date. The mail of expected guest is printed with the date of guest arrival . the caller name and contact number are taken down . If the guest does not respond with in three rings the call bounces to the respective telephone desk. The other copy is taken to the room and is slipped under the door by the bell boy . Using the computer system the guest mails are sorted into : Mails of in house guest.MAIL HANDLING
All the letters are received at the front desk . The same is typed into the computer system .
. which gives a print out at the printer place at the bell desk. Otherwise the message . The exchange is so designed to give only three rings in a guest rooms . The two copies are placed in two envelopes one copy is given to the reception to be placed along with the key .
The mail of in house guests is sent to the bell desk to be delivered to the guest. If the guest is not in his room check for guest locators . The time of receiving and delivering the message is recorded at the bell desk . If the guest is in another part / outlet of the hotel the call can be connected to him .
All the incoming guest calls are connected to the rooms through the telephone operator . Firstly it is segregated into guest mail and staff mail. If it’s today’s arrival the mail is attached to the registration card. It is always seen that if the message is delivered in five minutes. The staff mail are sent to personnel department.
4. 5. During other times the reception has to take down the reservation.HANDLING RESERVATION
The reservation section works only between 9 :am to 6 : pm .
. The staff is required to have a personal proper grooming . apart from that the person is required to know : The general lay out of the hotel to guide the guest. Room position. Occupancy percentage.I. The cuisines and timings of different food and beverage outlets. 3. Check the arrival list and note down the following : 1. Number of arrivals. Number of departure. Average room rate.I.
Then the Duty manager takes the briefing of all the front office staff in morning shift .P and Handle with Care guest name and room number. 6.P arrival for the day. The procedure remains exactly the same as for reservation staff except feeding into computer system. Check the computer system for the V. V. The reservation slip as simply handed over to the next day to the reservation personnel. 2.
FIRST SHIFT ( 7 am to 4 pm )
As soon as the morning shift personnel reports to duty at 6:45 am he / she has to check the following before proceeding further: Check the log book for any important work pending. locations and timings.
The duty manager gives the staff special instructions if any. Request for the early release of the room from housekeeping for early morning arrival.
Check the function list to get the information regarding the various functions and conferences taking place in the hotel . Room occupancy.
4. shift. 5. Key count. Skippers. If the check out guest takes the key he has to be contacted at the earliest. Total occupancy. skipper and missing keys .
SECOND SHIFT ( 1 pm to 10 pm )
The second shift works remains exactly the same as the first .
BELL DESK / CONCIERGE
. 3. arrival time and flight details .P and Handle with care guest. These cards are segregated according to room wise. Allowance passed. category of room booked and special remarks if the guest is frequent to the hotel. The print out of this is taken on a formatted registration card .
NIGHT SHIFT ( 10 pm to 7 am )
The following are the main task : To print registration card : The computer lists all next days arrivals with details .The first shift assistant has to handover all the details of the shift to the second shift for a smooth transaction. Extension provided. 2.
Arrival list : The next day arrival list is taken from the
reservation department . Helps in compiling the night manager report : he has to find out the following for compiling the report : 1.I. 7.
Key count : The keys have to be count in order to find out
sleep outs . 6. V. Sleep outs. The arrival list details of guest name .
The cashier hands out the master folio and bills ( of all outlets )and guest settles the bill. Second shift : 1 pm to 10 pm.Bell desk work in three shift . 2. the guest calls . Cash. 3. His main duty apart from check in and check out being newspaper distribution to the guest . Guest preference of newspaper are also provided by bell desk. Credit card. Traveler’s cheque.
In TAJ WESTEND there is a separate room for the telephone exchange. There are various mode of payment : 1.
The front office cash work 24 hrs a day in a shift of : First shift : 7 am to 4 pm.
. Each shift is under a bell captain except the night shift. Before checking out . 3. 2. Foreign currencies are exchanged. Third shift : 10 pm to 7 am. This section of front office is also responsible for the handling of message on behalf of guest and conducts paging and all stationery and postal work. then the cashiers compiles all the bills ( from the different outlets ) and the master folio is made. Various function of cashier section : 1.
This section is a part of the reception . Two telephone operator are there to deal with all incoming and outgoing calls. Cash and bills from various outlets of the hotel are received and tallied. It also provides all information regarding the TAJ WESTEND facilities offered by the hotel. The cashier controls the facility of safety deposit locker given to guest to keep their valuables.
2. Complaint register.THE DUTIES OF TELEPHONE OPERATOR INCLUDES : 1. ( secretarial services are available from 9 hrs to 18 hrs )
BUSINESS CENTER TARIFF IS AS FOLLOWS : FAX International _ Rs Domestic _ Rs 100 Local _ Rs
. train or any other transportation and confirms the same . arrange for airport transfers . Receiving all incoming calls and connecting them to required number. 7. Portable printers. 3. All long distance calls and overseas calls. Wake up call register. 2. Log book.
3. It offers : 1. 4. Outgoing calls for the hotel and the guest.
REGISTER’S . BOOKS AND FILES MAINTAINED :
1. Internet connectivity. arrange sight seeing tours for group or individual guest. 5. Scanning facilities.
A travel agent should have an exact knowledge of flight and railways details . Colour copier. 6. Lamination and secretarial services. The travel agent job involves booking the tickets for flight . Incoming and outgoing fax facility. 2. He should also posses good knowledge on the important tourist knowledge in an around city. 3. Handing over register. 5. Photocopy facility. Guest trunk call book. Staff trunk call book.
The TAJ WESTEND 24 – hr business center is fully equipped with one office room and a board room .
The department to which it has to be send. ( inc.C CHARGES STATIONERY MEETING ROOM AND BOARD ROOM CHARGES L. Booking made by Rate.D PROJECTOR COMMITTEE ROOM VIDEO CONFERINCING
250 Rs 187 for half hour. The room number if any.D – Rs 150
Rs 5950 Rs 10580 Rs 10000 for first 2 hrs Rs 2000 for every hrs
REGISTERS MAINTAINED IN THE CENTER : 1.Rs 750 C. tax ) Per page Rs 9 Rs 150 for 150 pages.
2. OUT GOING AND INCOMING FAX AND E-MAIL REGISTER : The following details are noted down : Name of the sender. The following details are mentioned : Duration booked for. BUSINESS CENTER BOOKING DAIRY : Here the booking of the board room and the interview room are noted down .
. B & W – Rs 40 One hr – Rs 200 Floppy – Rs 80 Rs 13224
More than 100 pages Rs 7 COLOUR – Rs 100 Half day .C. Billing. The time at which it was received.INTERNET XEROX BINDING PRINTOUT P. Requirement. Number of pages. Name of the guest or the company.
MACHINES USED IN THE CENTER
ONE SCANNING MACHINE FOUR COMPUTERS ONE LASER PRINTER ONE COLOUR PRINTER ONE PHOTOCOPY MACHINE ONE BINDING MACHINE TWO FAX MACHINE ONE PAPER SHREDDER MACHINE Hewlett Packard scanjet 5200 c .3.000 20. ** buffet breakfast and two way airport transfers.
MENU OF FIDELIO AT THE TAJ WESTEND :
. Cannon fax b155 and Samsung sf4200.000 35. 3.000 195. photocopies made . LOG BOOK : In this register any message that are to be left for the staff taking the next shift are noted down.000
Government taxes applicable.
ROOM RATES AND TARIFFS
ROOM TYPES LUXURY LUXURY GRAND TAJ CLUB* EXECUTIVE SUITES** LUXURY SUITES** PRESEDENTIAL SUITES**
INR RATES SINGLE DOUBLE 19. Hewlett Packard laserjet 2100 tn. That is the amount of internet used for the day .500 21. Xerox 5837. * Buffet breakfast and one-way airport transfers. Hewlett Packard deskjet 550 c.000 195. LEDGER BOOK : In this register all the income of the day is mentioned. printouts taken etc..000 22.000 100. 3 Ibm Aptiva and 1 Ibm personal computer.500 24.500 26.000 35.
Messages. Flight details. Guest history. Special and promotional rates. Corporate rate. Type of billing and accounting. Rack rate.
Reservation. Room rates.
. Information. Registration. Room rates. Tour rate. Arrival and departure data.