Name: Malana, Mark James A.

Date:______________
Section: II – B(BSHM)

Activity #3 Front Office Operations

A. Identify the sub-units of the front office. Write your answers in the space provided
before each number best describe your answer in the descriptions below:

Reservation Sections 1. Handles reservations for room bookings either through the telephone or direct
personal contact.

Telephone Exchange 2. Handles answering incoming calls and receiving and disseminating messages.

Front Desk 3. Handles the registration of hotel guests.

Front Office Cashiering 4. Handles the settlement of the guest bills.

Concierge/Guest’s Relations Assistance 5. The sections handling the assistance, directions to

points of interest, and confirmation of tickets

Airport/Transport Guest 6. Handles the transport of guests to and from the airport or other transport terminals.

Business Center 7. Handles all transactions in the business center including computer

services, fax, email, photocopy, souvenir items, etc.

Telephone Exchange 8. Handles giving information to callers through the phone.

Front Desk 9. This section serves as a communication and information center of the front

Telephone Exchange 10. Handles placing and receiving long-distance and overseas.

B. Identify the key position of the front office. Write your answers in the space provided
before each number.
Sales/Reservations Supervisor 1. Monitors the handling of room reservations

and makes sure that the reservations chart and other required documents are updated.

Desk Clerk 2. Attends to guests’ complaints, inquiries, and requests.

Front Desk Supervisor or Senior Desk Clerk 3. Gives instruction to desk clerk regarding arrangement for
bookings and blocking of guestrooms, and other front desk activities.

Front Desk Supervisor or Senior Desk Clerk 4. Gives instruction to desk

clerk regarding arrangement for bookings and blocking guestrooms and other front desk activities.

Sales/Reservations Supervisor 5. Mobilizes the sales force for sales blitz and follow up on account of clients.
Reservations Clerk 6. Files reservation cards according to arrival dates and

makes an arrival list a day prior to the arrival date.

Desk Clerk 7. Maintains and updates guest folio.

Doorman/Bell Staff 8. Welcomes and greets incoming guests and opens the door of their vehicle

unloads their luggage and leads them to the front desk for registration.

Doorman/Bell Staff 9. Prepares errands reports and other reports as may

be required by superior maintains a logbook of critical incidents and complaints.

Front Office Cashier 10. Checks the credit status of guests who are booking on charges, makes sure their
account is active, not canceled nor suspended.