a9 .1.

12 INTRODUCTION TO FRONT OFFICE

Theory

9 .1.12T Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
define terms
describe types of offices
describe the layout of front office
list the functions of the front office
sketch the organisational structure of the front office in different
establishments
state the qualities of front office personnel
state the duties and responsibilities of front office staff

UNIT TASKS
Unit task 1: Definition of terms
Front office: Marketing, sales, and service departments that come in direct contact with the
customers, and liaise with the back-office (administrative) departments to maintain a two-
way flow of information.
Lobby : 1. A hall, foyer, or waiting room at or near the entrance to a building, such as a hotel
.

Hotel Front Offices

The Front Office Department comprise of the Reception, Guest Service Offices, Bell
Services, Reservation, Operators, Executive Club, Health and Recreation Center and
Business Center. The purpose of the Front Office Department is to provide guests assistance
with luggage, transportation, information concerning the hotel and the city, and any other
service arrangements needed during their stay.
Employees of the Front Office Department often provide the first and last impression of the
hotel to our guests. It is therefore vitally important that employees display a prompt and
courteous attitude to all guests and demonstrate the excellence in service.
The Front Office Manager who comes under the direct supervision of the Director of Rooms
and supervises the Front Office Department
Important of Front Office Department to the Hotel
.Hospitality, warm welcome
.Often provide first and last impression.
.Often have longest contact with guest.
.Continuity: Long term service, recognition of repeat guests, remember names, guest
histories.
.Acquaint guest with hotel.
.Sell hotel food and beverage outlets.
.Upsell: Suggest deluxe and suites.
.Smoother over disgruntled guests.

Unit task 2 Types of offices

Unit task 3 Layout of offices

Unit task 4 Functions of the front office

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The main function of the Front Office is to support and facilitate guest transactions and
services.

The FRONT OFFICE is the nerve center of a hotel. Members of the front-office staff
welcome the guests, carry their luggage, help them register, give them their room keys
and mail, answer questions about the activities in the hotel and surrounding area, and
finally check them out. In fact, the only direct contact most guests have with hotel
employees, other than in the restaurants, is with members of the front-office staff.

The front office functions can be divided into five general areas:

reception
bell service
mail and information
concierge
cashiers and night auditors

Two major departments are represented in this list. The employees staffing the first
four areas are in the rooms department. The fifth is the financial area, where guest
charges are accumulated and posted to the bills, and all cash transactions are
consummated. These are all accounting-department functions, and so the cashiers and
night auditors are in that department.

The Front Office function of a Hotel is to act as the public face of the hotel,
primarily by greeting hotel patrons and checking in guests.
It also provides assistance to guests during their stay, completes their accommodation,
food and beverage, accounts and receives payment from guests.
Department is typically composed of
Reception
Reservation
Concierge
PBX (phone service system)
Telephone
Front Office: Sell guestrooms; register guests and design guestrooms
Maintain accurate Provide information  Coordinate guest services guestrooms
Maintain guest account statementsroom statistics, and room key inventories and
complete proper financial settlements
Receive and process reservation requests for futureb) Reservation: With technology
development, the Reservationovernight accommodations. Department can, on real
time, access the number and types of rooms available, various room rates, and
furnishings, along with the various facilities existing in the hotel Edgar Dsouza Goa
It also provides assistance to guests during their stay, completes their accommodation,
food and beverage accounts and receives payment from guests.

Unit task 5: Organizational structure

The Front Office is one of the most important departments in a hotel, as it often offers the
only contact between guests and staff. A hotel’s Front Office is where guests are greeted
when they arrive, where they are registered and assigned to a room, and where they check
out.
Usually, the telephone operator, other guest communications functions, and the bell staff or
those employees responsible for delivering luggage and messages and attending to special
guest requests also fall under the Front Office umbrella. The reservations department takes
and tracks the hotel’s future bookings. The housekeeping department is responsible for
cleaning guest rooms and public spaces.

ORGANIZATION CHART.

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Unit task 6 Qualities of front office personnel
The Front Office personnel should have the following attributes
A high sense of personal grooming `
Personal hygiene
Self confident
Communication must be correct and clear
Diplomacy is the greatest attribute required
Ability to remember names and faces
Ready smile
Physical fitness
Quick decision making ability

Unit task 7 Duties and responsibilities of front office personnel

Duties and responsibilities of a front desk are as follows:

To welcome the arriving guests.
Providing information service.
Receiving and processing reservations
Filling of the arrival and departure register.
Dealing with complaints and handling them.
Communication and coordination with other departments.

Specific Duties:
Receptionist
The front desk receptionist, has to play a very important role vis-a-vis the clients in not
only selling rooms and services but also the image of the hotel as well. When checking in
guests, you should perform these tasks:-
assign rooms and issue room keys;
check with the housekeeping departments that rooms are ready for occupation;
liaise with the bell desk to deliver luggage to the rooms;
note requests for wake-up calls, transport arrangements and other general
enquiries;
settle guests’ complaints with tack and diplomacy;
communicate with other departments regarding group and VIP check-ins.

Reservations Clerk
The reservations clerk has to handle and process reservation requests and maintain
reservation records. Main duties:-
keep a record of guests’ arrivals, day and time of check-in, length of stay,
and their special needs and preferences;
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 liaise with other departments such as housekeeping, restaurants and
security, regarding VIP and group check-ins;
manage the booking of rooms.

Cashier
The cashier has to maintain accurate account balances for hotel expenses and collect
payment from guests. Hotel expenses include room charges, overseas telephone calls,
meals and laundry. Should be able to:-
transact foreign exchange, for example, converting foreign currencies and
travelers cheques into local currency;
settle bill payments and expenses quickly and accurately for guests who are
checking out;
maintain safe deposit boxes.

Practice

9 .1.12P Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
identify types of offices and their functions
identify areas of front office
sketch a front office layout
draw the front office organisational structure

UNIT TASKS
9 .1.12P 1 Identify types of offices and their functions
9 .1.12P 2 Identify areas of front office
9 .1.12P 3 Sketch front office layout
9 .1.12P 4 Draw front office organisational structure

Suggested Teaching/Learning Resources

Textbooks
Offices
Front office equipment
Front office supplies
Safe deposits
Keys
Front office records
Communication devices
Magazines
Internet
Television

Suggested Evaluation Questions

Name the major functional sections of the Front office.
List the different categories of staff involved in the reception section of the Front Office
Distinguish between the duties of a reservation clerk and a receptionist
Explain the duties of a head hall porter

9.1.13 FRONT OFFICE EQUIPMENT AND SUPPLIES

Theory
9.1.13T Specific Objectives
By the end of this sub-module unit, the trainee should be able to:
identify front office equipment and supplies

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 state factors to consider when selecting front office equipment and supplies
explain the use, care and maintenance of front office equipment and supplies

9.1.13 C Competence
The trainee should have the ability to:
identify front office equipment and their components
operate, care and maintain front office equipment
identify types of supplies used in the front office

UNIT TASKS
Unit task 1 Types of front office equipment and supplies

Unit task 2 Factors to consider when selecting front office equipment and

supplies Unit task 3 Use, care and maintenance of front office equipment

Practice

9.1.13P Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
identify front office equipment and their components
operate front office equipment
care and maintain front office equipment
identify types of supplies used in the front office

UNIT TASKS
9.1.13P 1 Identification of front office equipment and supplies
9.1.13P 2 Operating front office equipment
9.1.13P 3 Care and maintenance front office equipment and supplies
9.1.13P 4 Identify types of supplies

Suggested Teaching/Learning Resources

Textbooks
Front office equipment
Front office supplies
Manuals
Resource persons
Office records
Magazines
Internet

Suggested Teaching/Learning Activities

Visits
Using equipment and supplies
Role playing
Report writing

Evaluation questions
Assignments
Reports
Tests

9.1.14 SECURITY IN FRONT OFFICE OPERATIONS

Theory

9.1.14T Specific Objectives

By the end of this sub-module unit, the trainee should be able to:

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 identify the role of the front office in the security of premises
explain the confidentiality of information in the front office
discuss the protection of guests property in an establishment
discus ways of minimizing pilferage

UNIT TASKS
Unit Task 1: The role of Front Office in the Security of premises
A security program is most effective when all employees participate in
the hotel's security efforts. Front office staff plays a particularly
important role.
Front desk agent, door attendants, bell persons, and parking attendants have the
opportunity to observe all persons entering or departing the premises.
Suspicious activities or circumstances involving a guest or visitor should be reported to the
hotel's security department or a designated staff member.

Several procedures front desk agents should use to protect guests and property have already
been mentioned. For example, front desk agents should never give keys, room numbers,
messages, or mail to anyone requesting them without first requiring appropriate
identification. Front office staff may also inform guest's of personal precautions they may
take. For example, front desk agents may suggest that guests hide and secure any valuables
left in their cars.
Bell persons accompanying the guest to a room generally provide instructions on the
operation of in-room equipment. The bell persons may also review any decals or notices in
the room relating to guest security. This should always include emergency evacuation paths
and procedures.

Unit task 2: Confidentiality of information at the Front Office

The front desk agent should not announce an arriving guest's room number. Guest's may be
further protected if the front office prohibits staff members from providing guest information
to callers or visitors.
Generally, front desk agent should not mention guest room numbers. People calling guest's
at the hotel should be directly connected to the appropriate guestroom without being
informed of the room number. Conversely, someone asking for a specific room number
over the telephone should never be connected until the caller identifies whom he or she is
calling and the hotel employee verifies the identity of the person in the room requested.
A person inquiring at the front desk about a guest may be asked to use the house phones
so that they connect only to the hotel operator. The caller can then be properly screened to
provide additional security.

Unit Task 3: Protection of guests’ property

The Hotel Proprietors Act states that the hotel management is liable for the safety of guest
property while they are resident. Depositing guest valuables in Safe Deposit boxes is one
method of security. The security of guest clothes and luggage in the guest rooms is also of
great importance. Therefore, a well controlled system of handling guest keys is essential at
the Front Office.

Unit Task 4: Ways of minimizing pilferage

carrying out spot checks
installing cctvs at the front office
stock control
inspection of staff when they check out
Staff identification
Suggested Teaching/Learning Resources
Textbooks
Safe deposits
Keys
Office records
Communication devices
Internet
Television

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Evaluation questions
Assignments
Reports
Tests

9.1.15 FRONT OFFICE PROCEDURES

Theory

9.1.15T Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
define terms
state the importance of front office procedures
explain front office procedures

9.1.15 C Competence
The trainee should have the ability to:
perform front office tasks
identify different systems in the front office
carry out simple work study
design front office document

UNIT TASKS
Unit task 1: Definitions of terms
Check in
Check-in is the process of announcing your arrival at a hotel
At hotels, Check-in is normally required in order to obtain a room key and provide a
credit card guarantee to cover potential costs such as Room Service for the duration of
the stay.

Check out
This is the process of settling one's account in a hotel and leaving

Reservation
This is an agreement to have some accommodation at a hotel held for one's future use

Unit Task 2: Importance of front office procedures

Unit Task 3: Front office procedures

Advance booking

To complete a booking request, you have to provide the following information on the
Hotel Request Form:
Your name, email, and contact phone number.
Guests' names, at least one name per room required.
Hotel name. (You may simply put in "any one" if you
don't have the name.)
City and country of the hotel.
Room category.
Room type.
Number of rooms requested.
Check-in and check-out dates.
 Check in and related issues
Guest checking-in procedure.
Guests are greeted and welcomed on arrival by the guest relation officer and
receptionists
Guest luggage is taken to the lounge by the porters
Guests are issued with face towels at the reception lobby

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 Guests are escorted to the bar lounge by the guest relation officer
While seated they are issued with welcome drink, requested to register,
thereafter issued with room keys
Guest officer briefs them about meals time, available hotel facilities and
activities
Guest relation officer wishes them a good stay and introduces them to porters
who escort them to their rooms.

Guest Accounting
A guest account is a record of all financial transactions between the hotel and the guest.
Front Office accounting procedure can be divided into three main phases:
Creation of accounts
Maintenance of accounts
Settlement of accounts

Security

Suggested Teaching/Learning Resources

Textbooks
Resource persons
Office records
Internet

Visits
Role playing
Perform front office tasks
Researching
Report writing

Suggested Evaluation Method

Define the term reservation.
Explain in detail about types of reservation.
Explain the procedure for basic check-in
activities.
Write short notes on :
Room status.
Guest history card.
Credit card.
Group reservation.
Explain in detail about the
duties of reception
department.
Write short notes on the following :
Discrepancy report.
Skipper.
Bill to company.
Late charges
Explain basic check-out procedure.
Draw the neat sketch of ‘C’ form. (10)
Explain briefly about arrival and departure lists

9.1.16 COMMUNICATION

Theory
9.1.16T Specific Objectives
By the end of this sub-module unit, the trainee should be able to:
define relevant terms
explain the importance of communication in front office
explain forms of communication
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d) identify communication devices used in front office

UNIT TASKS
Unit Task 1 Definition of relevant terms

Communication
Communication can be defined as the exchange of information, thought and emotion
between individuals of groups, in other words, communication plays a fundamental role
in balancing individual and organizational objectives.

Unit Task 2 Importance of communication in front office

Unit Task 3 Forms of communication

Unit Task 4 Communication devices in front office

Telephones- They may be fixed or
mobile o Walkie talkies
o Pagers

Practice
9.1.16P Specific Objectives
By the end of this sub-module unit, the trainee should be able to:
practice communication skills
use, care and maintain communication devices

UNIT TASKS
9.1.16P 1 Practice communication skills
9.1.16P 2 Use, care and maintain communication devices

Suggested Teaching/Learning Resources

Textbooks
Resource persons
Communication devices
Magazines
Internet
Television

Suggested Teaching/Learning Activities

Role playing
Practice use of devices
Browsing
Researching
Report writing

Evaluation questions

9.1.17 WORK CONTROL

Theory

9.1.17T Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
define terms
explain the importance of work control measures
explain measures applied in work control
9.1.17 C Competence
The trainee should have the ability to:
perform front office tasks within the time allocated

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 practice work control measures in performing front office tasks

UNIT TASKS
9.1.17T 1 Definition of terms
9.1.17T 2 Importance of work control
9.1.17T 3 Control measures in front office procedures
9.1.17T 4 Work control measures

Practice

9.1.17P Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
perform front office tasks within the time allocated
practice work control measures in performing front office tasks

UNIT TASKS
9.1.17P 1 Perform front office tasks
9.1.17P 2 Practice work control measures

Suggested Teaching/Learning Resources

Textbooks
Front office equipment
Front office supplies
Manuals
Resource persons
Safe deposits
Keys
Office records
Communication devices
Magazines
Internet
Television

Suggested Teaching/Learning Activities

Using equipment and supplies
Role playing
Practice use of devices
Browsing
Perform front office tasks
Researching
Report writing

Evaluation questions
Assignments
Reports
Tests