Module 2 - Lay Out and Sections Front Office

LAYOUT AND
SECTIONS OF
FRONT OFFICE
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Topic
• Functions Areas of Front Office. (Front of the
House and Back of the House Activities)
• Different Sections & Layouts of front office
and their importance
• Co- ordination of front office with other
departments
• Equipments used in Front office.
Lay out of front office
Sections of Front Office
 Reservation
 Reception
 Information Desk
 Cash and Bills
 Travel Desk
 Communication Section
 Uniformed Services
Bell Desk
Concierge
Reservation
• Reservation
• Groups
• Crews.
• Layout of the Reservation Section: The location of the
reservation section depends upon the size of hotel and
the volume of business of the hotel.
Reception
 front office receives and
welcomes guests on their arrival
in the hotel.
 Assist on Reg.card.
 Functions of Reception : The
following functions are performed
by the reception section of a hotel:
 Receiving and welcoming
guests.
 Completing the registration
formalities.
 Assigning the room.
 Sending arrival notification
slips to the concerned
departments
Information Desk
 Functions of Information
Desk :
◦ Maintaining resident guest
rack.
◦ Handling guest room keys.
◦ Co-ordinating guest mails,
telegrams, faxes, couriers,
parcels, etc.
◦ Providing information to guests
regarding hotel facilities and
services, city information, etc.
◦ Handling guests messages.
◦ Paging
Cashier
• Functions of the Cash and Bills
Section :
– Guest folio.
– Posting room charges in guest
folios.
– Recording all credit charges in
guest folios.
– Updating cash received from
guests.
– Preparing bills @ c/o
– cash/TC/demand draft
– Handling credit/debit/charge
cards
– Foreign exchange
Travel desk
 Functions of Travel Desk
:The travel desk performs
the following tasks:
◦ Pickup and drop
◦ Providing vehicles on request
◦ Making travel arrangements
like railway reservation/air-
tickets
◦ Organizing half-day or full-day
sightseeing
◦ Arranging for guides who can
communicate in the guest’s
language
Telephone operator
/Communication section
• Functions of Communication
Desk : The duties of the
telephone operator include:
– Answering incoming calls.
– Directing calls to guest rooms
through the
switchboard/EPABX
– Providing information on guest
services
– Processing guest wake-up calls
– Answering inquiries about hotel
facilities and events
– Protecting guests’ privacy
– Coordinating emergency
communication
Uniformed Services
• The uniformed services in the hotel include :
–Bell Desk
–Concierge
Uniformed Services –Bell desk
• Carry luggage c/I and
c/o
• Newspaper
• Paging
• Left luggage
• Postage and stamps
• Complaints
• Guest personal request
Concierge
• Functions :
– Making reservations for
dining in famous
restaurants.
– Obtaining tickets for
theatres, musicals, sporting
events
– Arranging for
transportation by
limousine, car, coaches,
buses, airplanes, or trains.
– Providing information on
cultural and social events
like photo exhibitions, art
shows etc.
Q&A
• 1.what are front areas of
front office
• 2.What are the back
areas of front office
• 3.what are the sections
of front office
Department that f.o co-ordinates
Front office
Lobby
Room service
housekeeping
Engineering
Accounts
Stores
Telephone Sales and

operator marketing
F.o-lobby
• Arrival : Check-in process – bell boy
• Departure: check-out process-bell boy
• Room change : bell boy and FOM
• Scanty Baggage-bell boys
• Message: bell boys
• Paging : bell boys
• Room clearance
• Groups check in
• VIP
• Room status
• Discrepancy
• Flower arrangement
Fo-h.k
• Room Report :Room

attendant will check the
physical count of the
guest in room and
prepares the a report and
they will send to the f.o
and f.o will compare
and makes a report in
case of discrepancy
Discrepancy Report fo-h/k
• It is prepared by fo by
room report and
difference rooms will be
handed over to bell for
physical check
Fo-accounts
• Account : f.o cashier has to hand over entire to
the accounts department with receipts and
voucher
• Night Auditors : checks all correspondence
with physical check
• City ledger : hotel extends credit to the guest
and follow up on guest for clearance of amt
crossing the credit limit
Fo-room service
– V.i.p c/I and c/o : reg bill of guest
• : arrange fruit basket,alchol,cake,cookies etc
Fo-telephones
• c/I and c/o : call to transferred
• Idd connection
• Local call charges
• Wake up calls
• Handling messages
F.o-engg,stores,sales dept
• F.o-engg,stores,sales deptbaquet booking
Q&A
• why FO co-ordinates with HK
• why FO co-ordinates with F&B
• why FO co-ordinates with engg.
• why FO co-ordinates with sales & mktg
• why FO co-ordinates with Telephone
• why FO co-ordinates with store
Front Office Equipment( Manual
and Automatic)
There are 40 equipments used in f.o
1.Front Desk Counter
2.Bell desk counter
3.Concierge Counter
4.Lobby desk
5.Travel Desk
6.Key and mail rack
7.Mail sorting Rack
8.Mail forwarding file
9.Duplicate Key rack
10.Guest history filing cabinet
11.Reservation filing Cabinet
12.Page board
Front Office Equipment(manual)
• 13.Safe deposit locker in room
• 14.Reg.card holder
• 15.Typewriter
• 16.bulletin board
• 17.Photocopy machine
• 18.Duplicating Machine
• 19.Room rack
• 20.Reservation rack
• 21.Billing Machine
• 22.Cashier bucket/draw
• 23.Date and time punching machine
• 24.credit card imprinter
• 25.Telephone EPBAX
Front Office Equipment
• 26.rotary Rack
• 27.Postal weighing Scale
• 28.Luggae trolley and net
• 29.Telex Machine
• 30.computer
• 31.Revolving machine
• 32.Reminder timer
• 33.Franking Machine
• 34.Preputual year planner or status board
• 35.Information rack
• 36..Magnetic strip reader
• 37.voucher rack
Front Office Equipment
• 38.Account posting machine
• 39.cash register
• 40.stencil duplicator
Front Office Equipment Recept.Bell
desk and concierge and lobby
Key and mail rack & Mail sorting Rack
&Mail forwarding file duplicate key rack
Safe deposit locker in
room&Reg.card
holder&Typewriter&bulletin board
Room rack&Billing Machine &
Cashier bucket/draw
Date and time punching machine &
credit card imprinter & Telephone
EPBAX
Postal weighing Scale
&Luggage trolley and net & Telex
Machine
Revolving machine&Franking
Machine& Magnetic strip reader
voucher rack & Account posting
machine & stencil duplicator
Q&A
• 1.List out manual equipment used in front
office
• 2.List out mechanical equipments used in front
office
Short questions
• 1.What are front area of front office
• 2.What are back areas of front office
• 3. what are the sections of front office
• 4.Draw the layout of front office
• 5.What are manual equipments used in F.O
• 6.What are mechanical equipments used in F.O
Long Questions
• 1.Explain in detail the layout of front office?
• 2.Explain in detail front office co-ordination
with other departments
• 3.List out manual and mechanical equipments
used in front office?

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Module 2 - Lay Out and Sections Front Office

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LAYOUT AND

Telephone Sales and

• Room Report :Room

• : arrange fruit basket,alchol,cake,cookies etc

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