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Front Office Standard Operating Procedures

This document outlines the standard operating procedures for various aspects of front office operations in a hotel, broken into 9 sections: Service Experience, Preparation Experience, Commercial Experience, Reservation Experience, Arrival Experience, In House System, In Room Experience, Special Need Experience, and Communication Experience. Each section contains multiple sub-sections on specific procedures and policies related to that area, such as check-in, billing, room service, messages, and more. The document provides detailed guidelines for front office staff to ensure consistent and quality service across hotel operations.

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orientalhospitality
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7K views4 pages

Front Office Standard Operating Procedures

This document outlines the standard operating procedures for various aspects of front office operations in a hotel, broken into 9 sections: Service Experience, Preparation Experience, Commercial Experience, Reservation Experience, Arrival Experience, In House System, In Room Experience, Special Need Experience, and Communication Experience. Each section contains multiple sub-sections on specific procedures and policies related to that area, such as check-in, billing, room service, messages, and more. The document provides detailed guidelines for front office staff to ensure consistent and quality service across hotel operations.

Uploaded by

orientalhospitality
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
  • Service Experience: Covers the introduction, benefits, standards, and various aspects of service operation to enhance guest experience.
  • Preparation Experience: Details activities and preparations required before shifts to ensure efficient operation and guest satisfaction.
  • Commercial Experience: Explains the operations related to guest calls and handling enquiries for effective commercial practice.
  • Reservation Experience: Outlines procedures related to guest reservations and agent interactions, ensuring seamless booking processes.
  • Arrival Experience: Covers the processes for handling guest arrivals, transfers, and registration primarily at the front desk.
  • In House System: Describes the operation of internal systems, including message routing and handling of in-house guest communications.
  • Special Need Experience: Discusses handling of special circumstances and needs that arise during guest stays, ensuring all requirements are met.
  • In Room Experience: Focuses on activities performed during guest stay, including room services and special requests handling.
  • Communication Experience: Covers the communication protocols within the facility to ensure clarity and effectiveness in guest interactions.

Standard Operation Procedures

Room Division

Front Office

Agenda
1. Service Experience

1. 01 Company Introduction & Mission Statement


1. 02 Benefits Of Training
1. 03 Objectives Of Standards
1. 04 Ethics
1. 05 Achievement Reviews
1. 06 Personal Hygiene
1. 07 Personal Grooming
1. 08 Prevention Of Accidents – First Aid
1. 09 Do’s & Don’ts
1. 11 Preparing Staff Roster

2. Preparation Experience

2. 01 Social Skill
2. 02 Activities Prior To Starting Shift
3. 03 Preparing For And Taking Over Shift
2. 04 Closing Shift
2. 05 Conducting Briefings
2. 06 Finding A Clean Room In Fidelio
2. 07 Procedure For Cutting Keys
2. 08 Preparing Welcome Packs And Cards
2. 09 Preparing For Individual Arrival
2. 10 Preparing For Group Arrival
2. 11 Using The Trace Report
2. 12 Inserting A Trace For A Guest Not Having Arrived
2. 13

3. Commercial Experience

2. 01 Client Visit To Hotel


3. 02 Telephone Enquiry
3. 03 Follow Up A Sales Call
3. 04 Sales Call Visit
3. 05 Closing A Deal

4. Reservation Experience
4. 01 Guest Call The Hotel
4. 02 Accommodation Request
4. 03 Sold Out Status
4. 04 All Agents Involved
5. Arrival Experience

5. 01 Air Transfer
5. 02 In Front of the Hotel
5. 03 Welcoming The Guest / Entering The Hotel
5. 04 Registration/Check In At The Desk
5. 05 Registering Guests
5. 06 Registration Procedures
5. 07 Group Check In
5. 08 Method Of Payment At Check In
5. 09 Billing Instruction During Check In
5. 10 Room Type Not Available
5. 11 Room Not Ready
5. 12 Turn Away Guest
5. 13 Full Guest Room Situation
5. 14 Public Area First Impression
5. 15 The Concierge Desk / Service
5. 16 Personal Assistant
5. 17 The Corridor First Impression
5. 18 The Room First Impression
5. 19 No Show Policy
5. 20 Frequent Flyer Guest

6. In House System

6. 01 Entering A Message In Fidelio


6. 02 Routing Instructions In Fidelio
6. 03 Checking For Guest Messages
6. 04 Rate Change, Rate Increase
6. 05 Posting During Guest Stay
6. 06 Handling Multiple Accounts
6. 07 Transferring Charges From Room To Room
6, 08 Corrections And Adjustments In Fidelio
6. 09 Room Change
6. 10 Room Discrepancy Report
6. 11 Paid Outs
6. 12 Foreign
6. 13 Key Control Numbers
6. 14 Open Guest Room
7. In Room Experience
7. 01 During The Stay
7. 02 Laundry Service Order
7. 03 Laundry Service Collection
7. 04 Shoe Cleaning / Polishing
7. 05 Handling Special Request
7. 06 In Room Mini Bar
7. 07 Mini Bar Posting
7. 08 Long Staying Guest Program
7. 09 Guest Complaint
7. 10 Do Not Disturb Room
7. 11 Guest Room Inspection
7. 12 Room Change Without Guest Presence
7. 13 Double Lock Room
7. 14 House Use Guest Room
7. 15 Slept Out Room
7. 16 Cashiers Remittance Procedure
7. 17 Unclaimed Cash Deposit
7. 18 Cashier Shortage & Overage
7. 19 Cash Paid Out
7. 20 00 – 001 Rooms

8. Special Need Experience

8. 01 Paid Outs
8. 02 Foreign Currency Exchange
8. 03 Soiled Clothing
8. 04 Prevent Skippers
8. 05 Force Open Deposit Box
8. 06 Special Request
8. 07 Lost & Found

9. Communication Experience

9. 01 Communication Signage
9. 02 Message & Fax
9. 03 Communication Paging
9. 04 Communication Voice Mail
9. 05 Communication Switch Board
9. 06 Wake Up Call
9. 10 Guest Receiving Visitors

Standard Operation Procedures Room Division Front Office Agenda
1. Service Experience 1. 01 Company Introduction & Mission Statement 1. 02 Benefits Of Training 1. 03 Objectives Of St
5. Arrival Experience 5. 01 Air Transfer 5. 02 In Front of the Hotel 5. 03 Welcoming The Guest / Entering The Hotel
7. In Room Experience 7. 01 During The Stay 7. 02 Laundry Service Order 7. 03 Laundry Service Collection 7. 04 Shoe Cle

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