FRONT OFFICE OPERATIONS

(FRONT OFFICE SERVICES NC11)

OTEYZA M. PEÑERO-DBM-HM
Come on time
Dress properly and neatly
Wearing of Uniform
TESDA Uniform
 PWU Uniform
Corporate attire TBA
Raise your hand during
recitation to be
recognized.
Front Office : Overview
Welcome to FRONT OFFICE OPERATION.
This competency covers knowledge, skills and attitude in Front Office
service in accordance with the industry standards.
It covers the basic, common and specialized (core) competencies
such as :receive and process reservations, operate computerized
reservations system, conduct night audit services, provide club
reception services, provide porter services, provide concierge and
bell services, and provide cashiering services.
Likewise, this course, covers various information on different
management systems in the hotel front office; examines inter-
departmental communications, computer applications, managerial
reporting, a review of future trends, and decision-making skills using front
office information systems.
Front Office Services NC11: Three Units of Competencies

Basic Common Core

• Participate in the work • Develop and update Industry • Receive and process reservations
Knowledge • Operate computerized
place communication • Observe workplace hygiene reservations system
• Work in a team procedures • Provide accommodation
environment • Perform computer operations reception services
• Perform workplace and safety • Conduct Night Audit Services
• Practice career procedures • Provide club reception services
professionalism • Provide effective customer service • Provide porter services
• Practice occupational • Provide concierge and bell
health and safety services
• Provide cashiering services
procedure
 Objectives:
1.Participate in workplace
communication
2. Work in a team environment
3. Practice career professionalism;
4. Practice occupational health and
safety procedures in the work place;
5. Develop and update industry
knowledge;
6. Observe workplace hygiene
procedures;
7. Perform computer operations
8.Perform workplace and safety
practices;
9. Provide effective customer service;
10.Receive and process reservations;
11. Operate computerized reservations
system;
12. Provide accommodation reception
services;
13.Conduct night audit;
14.Provide club reception services
15.Provide Concierge and Bell services
16.Provide Cashiering Services
 PRELIMS
Introduction: Overview of (F.O) Front Office Operations

Key Concepts: Hotel Front Office Operations

TERMINOLOGIES

Receive and Process Reservation

Pre-Test/Post Test/ Role Playing

Lodging operations and accommodations
means establishments that provide
lodging accommodations including but not
limited to hotels, motels, bed and breakfasts,
inns, short-term rentals of properties
(including residential and shared residential
rentals), parks for recreational vehicles and
campgrounds, and all public and private
camping facilities
 LODGING
Hotels
Motels
Resort Hotels
Suburban Hotels
All-Suites
Apartelles
Apartment hotels
Condominiums
 Front Office Department
It is the most important in a hotel
Nerve center
Heart of the Hotel
Interface between the Hotel and
other department
Communication Center
First contact
First impression
The front office develops and maintains a
comprehensive data base of guest information,
coordinate guest service and ensure guest
satisfaction
Front Office
Functional
Organizations
 Front office
Front Office NC11 Qualification
consist of competencies that
person must possess in order to
able to conduct the process of
making:
Reservation
Registration
 Check in and check out of guest
in a commercial establishment
Front Office NC11 is
competent
Reservations
Agent/Clerk
Front Office Agent/Front
Desk Clerk
Bellman/Bellboy/Porter
Club Concierge
FRONT OFFICE NC11

Written
Demonstration Oral
Examination
FRONT OFFICE NC11
FRONT OFFICE NC11
 Career Opportunities for Front Office Services NC II
graduates
•Front Office Desk Clerk / Receptionist – accommodate hotel,
motel, and resort visitors by registering and assigning rooms to
guests, issuing room keys or cards, transmitting and receiving
messages, keeping records of occupied rooms and guests'
accounts, making and confirming reservations, and presenting
statements to and collecting payments from departing guests.
• Concierge – assist patrons at hotel, apartment or office
building with personal services. May take messages, arrange or
give advice on transportation, business services or
entertainment, or monitor guest requests for housekeeping and
maintenance.
 Career Opportunities for Front Office Services NC II
graduates
• Front Office Manager – in charge of the front office staff, ensures
smooth and efficient operations, and deals with any problems that arise
with customers.
• Hotel Night Auditor – prepares a summary of cash, check, and credit
card activities, reflecting the hotel's financial performance for the day.
•Travel Agency Reservation/Ticketing Officer – work usually takes place
behind an agency counter where he helps clients book the necessary
travelling requirements. Converse with customer to determine
destination, mode of transportation, travel dates, financial
considerations, and accommodations required
CLASS ACTIVITY AND DISCUSSION
TELEPHONE CONVERSATIONS- ANSWERING CALLS