Unit Contents Theory Practical

Introduction — Brief history and evolution, — 3 weeks apprenticiship

to Hotel — Types. at a hotel attached to an AVI
— Various departments.
— Room as a commodity and
different types, types of rates,
— Various Plans - EP, CP, AP,
and MAP.
Introduction to — Introduction, importance
Front Office and role,
— Sections of Front Office,
— Staff organisation in the
department,
— Hierarchy patterns,
— Co-ordination with other
departments
Qualities of Front — Role, Qualities,
Office Staff — Telephone manners.
Reservations — Need, Modes, Procedure
— Reservation - Amendments/
Cancellations
— Filling and storage of reservation
records,
— Group reservations,
— Arrival list, Blocking of rooms,
— No shows,
— Alphabetical codes.
Reception — Basic knowledge
— Check-in procedure, Registration card,
— Allotting a room, Handing over of keys/key
cards etc.,
— Showing the room and welcome call,
— Circulation of information,
— Arrival/Departure register,
— C - Form
— Scanty baggage and their
registration, Group check-in,
— Change of room, Departure procedure,
— Control Activities/Statistics
— Calculation of room position
— Housekeeping discrepancy report,
— Updating of Whitney racks,
— Key check/key control,
— VIP report,
— Night receptionist room report,
— Room count, House count,
Revenue, Occupancy percentage,
— Double occupancy,
Information — Handling of guests’ request &
complaints, Take and deliver messages,
— Sort and deliver mail,
— General information about the
hotel, city, state, country.
Guest
Relations — Guest Relation’s register,
— Handle a VIP arrival,
— Guest history card.
Front Office — Guest Billing, The billing procedure,
cash — Check-in/Check-out time,
— Guest time
- weekly bill,
- bill through NCR machine,
- computerized billing
— Guest departure,
— Modes of payments
— Encashment of foreign currency
— Various formats
- Restaurant checks, Telephone
vouchers, Miscellaneous
vouchers, Cash receipt vouchers,
— Paid outs, Allowances and discounts,
— Safe deposit vaults.
Night — Role of a night auditor,
auditing — Process, Adjustments,
— Compiling complete sales
summary of the hotel,
— Other responsibilities of night
auditor.
Bell Desk — Handling of guest baggage
and role
- On arrival, On departure,
- Groups, Tagging of baggage,
- Scanty baggage,
— Circulating information from reception
— Cloak/left luggage room,
— Paging,
— Stamps/medicines/errand jobs.
Telephones — Importance,
— Arrival/Departure procedure,
— Types of Calls
— Complaint handling.
— Secrecy.
Emergency — Drunk guest,Fire,Theft,
situations
- Guest, Hotel property,
- Loss/breakage, Lost and Found,
- IIIness and Accidents,
- Loss of life.
- First aid
PLEASE NOTE:
— The above syllabus has been designed to give the students a working knowledge of the Front Office at
the starting level. It is not an exhaustive course on the subject by any means. As such this material does
not make the students an expert of Front Office.
— The students are advised to attach themselves with a hotel or arrange an induction or vocational
training program of at least one month after going through this material.
— The formats given in the study materials are to familiarize them with the procedures. Although
similar, they might differ from hotel to hotel and may not confirm to any regulatory body.

introduction of front office dept

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 1. Reception 2. Reservation 3. Concierge 4. PBX (phone

service system) 5. Telephone

a) Front Office:  Sell guestrooms; register guests and design guestrooms  Coordinate guest
services  Provide information  Maintain accurate room statistics, and room key inventories 
Maintain guest account statements and complete proper financial settlements
b) Reservation:  Receive and process reservation requests for future overnight
accommodations.  With technology development, the Reservation 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 Dsouz

FRONT OFFICE - is the "nerve center" in the entire hotel operations. All the transaction passes
through within this department.

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