4/28/2020 fretted BY: MUMFAZUL ILYANI Wfawrs >» a rn oar inzell4/28/2020 —— =e nauogueEEE INTRODUCTION TO FRONT Act as the public face of the hotel, primarily by greeting hotel patrons and checking-in guests. Known asthe "nerve center because all the transactions pass through this department. * Organisation chart of front office at a large hotel ead eae4/28/2020 THE ORGANISATION SHU Leyes THE ORGANISATION OF THE FRONT OFFICE DEPARTMENT. + Large hotels will have several employeesin the front office department. '* Small hotels sometimes haveonly one person tahandle all the tasks in the department. Zaye) * Highclass hotels offer more services. lea laa * Low class hotels might be limited toone ortwoactivities. * Business guests will require flexible andefficientservices such as high speedinternet and printing machine. * Leisure travelers willrequire different services such as information on tourist destinations and attractions.4/28/2020 Perrrer er THE ROLE OF FRONT (pee OFFICE DEPARTMENT ROOM DIVISION MANAGER Supervise of employees engaged in the front-of- house operation. | Coordinate and maintaining open _communication between departments, Maintains responsibility for staffing, purchasing and bu ing. Supervises the room division payroll, availability THE ROLE OF FRONT Olga Geared FRONT OFFICE MANAGER Assists in the training and cross-training of front S y Formulate and implement the front office policies and procedures. J Reviews and approves all room moves and room rate changes to ensure they are necessary. Forecasting room availability to ensure that the4/28/2020 reer eres THE ROLE OF FRONT fone lastest Guan RECEPTIONIST - Handles the guest registration \ process | F Handles guest check-out procedure. Issues and controls guest safe-deposit boxes ‘Answers the front desk phone within three rings THE ROLE OF FRONT Olga Geared FRONT OFFICE CASHIER Handles safe deposit boxes, float and remittance. Updates guest folios and maintains accurate folio: balances Monitors guests folio balance for house limit and floor limit, Handles the different met feTHE ROLE OF FRONT eee Ween NIGHT AUDITOR Audits of all daily charges and adjustments posted ‘the front de Posts any late charges, posting room and tax charges and updates the guest ledger, Balances restaurant, beverage, laundry, valet, phone and all other charges with the cashier report Balances all allowances and city ledger transfer J ily report for 4/28/2020 THE ROLE OF FRONT Ola Ge ae ed RESERVATIONIST Gives friendly and courteous service to future Answers all reservi ‘and deals with rese phone calls, takes reservations tlon correspondence. ==» Deals with group bookings such as cancellations, le ) ge | changes, and rooming listings. ‘i Checks to see that all equipment is working. Operating the property management reservation na . f4/28/2020 Perrrrr en THE ROLE OF FRONT fe We OFFICE DEPARTMENT GUEST RELATION OFFICER (GRO) s To make guests feel welcome and provide a more Providing information about facilities, programs and other services. Anticipate guest needs and build rapport with customers. THE ROLE OF FRONT Olga Geared CONCIERGE Provides extensive information on entertainment, ieeaieaei transportation, tours and baby- q the area, — | Assist guests in arranging transportation and excursions. Improving hospitality by taking reservations, check-in guests, fieldrequests and requirements if needed. ‘Acquire extensive knowledge of the premisesand the o% | eease meted buaiseetermeiets marta "| ‘} ze i> . _ Attend to treatment requests and even attend to 74/28/2020 Perens THE ROLE OF FRONT Pgs le) ae eM eeN PORTER Ahotel porter welcomes guests, carries their luggage toand from | their room and arranges various services such as taxis, tickets and ‘They aresometimes referredtoas aconcierge, usually when at ‘a senior level. Showing guests totheir room, explaining the facilities and parking guests’ cars Taking THE ROLE OF FRONT Olga eae s | SWITCHBOARD OPERATOR 1 Handle all external and internal calls for the ‘They answer the phone and raute the calls to the ponec ats tinations sithinths "Operating communication systems such as telephone, | switchboard, intercom, two-way radio or publicaddress.ee RELATIONSHIP BETWEEN FRONT “OFFICE AND OTHER DEPARTMENTS. = Front office departmentis responsible for communicating with all other departments in the hotel as well as different sections within the department, Food and 1 Beverage ai Front Office artment Marketing Peet cand Sales Housekeeping 4 Banqueting 4/28/2020 Err) Coty RELATIONSHIP BETWEEN FRONT OFFICE AND OTHER DEPARTMENTS * FO departmentis engaged with the HR department to interview, shortlist and select the most eligible employees. * Italso contacts the HR department for employee training and induction programs, salaries, leaves and appraisals. «FO staff needs tojinteract with the accounting colleagues regarding payment settlementsof guests or non-guests, discount offers, coupons settlement and get actualstatus of night auditing with accounts, «FO keeps the track of guest’s purchases from the restaurant, the bar, or coffee shops in the hotel. + FO conveys special requests of the guest regarding food and beverage tothe F&B department. Cee) Pee Eu} Peer4/28/2020 RELATIONSHIP BETWEEN FRONT “OFFICE AND OTHER DEPARTMENTS ‘ Sales and Marketing department highly relies upon front a office inputs about the guests. rl vt * The guest history compiled by the FO department isan excellent source for segmenting the customers, prepare packages, and plan and execute the campaigns. FO staffneeds to interact with the housekeeping department , ‘on the concerns such as readiness of clean rooms for selling, Is {guest's complaints andrequirements abautany amenities is bayike initiated atthe frontdesk and guest's requirementof bah removing soiled dishesor linen from theaccommodation. : *FQandbanqueting departmentneeds to interactwith each a ‘other on the concerns suchas expected number of guests to MUM cum attend the banquet, showing directionsof thevenue to the ee Lunfamiliarbanguet guests andposting of daily messages on feltboard regarding venue, occasion, hosts and guests. Distal el me) Le Se (ets + The guest cycle is an overview of the physical contacts and financial exchanges between the hotel and its guests. + It starts from a potential customer's first contact with the hotel through to check- out and reconciliation of the account PRE ARRIVAL CCI (a OCCUPANC’ ass al aw 104/28/2020 THE IMPACT OF GUEST CYCLE ‘The interaction at the time of making a reservation before the guest actually arrivesat the hotel istermedas the pre-arrival FY stage. During this stage the guest first makes a choice about a hotel to stay in. This choice fora particular accommodation is affected by factors like advertising, location, quality of service, price, reputation of the hotel or location. + Before confirming a reservation request, the hatel may ask fora kind of prepayment or credit card guarantee or an advance deposit from the guest, Once the deposit is paid the room is reserved or blocked for the guest for the requested stay dates. Pre-assign ment involves the allocation ofa specific room to a guest prior to registration. + Pre-registration is which guests are request to fill in their registration card prior to theirarrival. Pre-registration is done for VIP, repeat guests, groups and crew. RIVAL PHASE — as 1. VIP: Dea check of the room before.assigning, better view, upgrade room, away fromtheliftand try to-accommodatethe same roomfor repeat guests. ines that need to be putin placewhen assigningrooms to thedifferent 2. FIT: Assign room nearer to the lift for handicapped and theold, rooms with separatebeds for males guest sharing andbetter viewfor business man. 3. Regular guests:assign thesameroomor upgradetherooms with more facilities and better view if available. 4, Long-term guest: If possible assign bigger roomwith a better viewand complimentary items 5. Group guests: Same floor and claser to eachother. If possiblea wayfrom other guests as guests from groups can benoisy. Tour leader to be away fromthe groups and ina better room, & Airline crew:Differentiate the types of rooms according ta rankand quiet room preferred. 7 Package guests: Roams should beassigned accor to the room types they areentitled inthe package. & —_Honeymocners:Assign higher floor, king bed and flowers, chacolatesor cakein theroom. 14/28/2020 This is the time when the guests have their face to face interaction with the hotel staff. The front office desk agent should determine the guest’s ervation status before beginning the registration process. Guests without reservation or the walk in guests, present an opportunity for front desk agents to sell guestrooms. ‘The guests are presented with a registration card and are ¢ requested to verify the information by signing on the ED registration card ms Once the guest is registered, they are assigned a room at an already negotiated room rate. The guest is then shown to theirroom and the luggage is brought by the bellboy. In case any mail or message has arrived at the front desk prior to the guest’s arrival the same are delivered to them. Prt ht + During this stage the guest gets the first-hand experience of the hotels services and facilities. + The functions of the front office during the stay of the guest include: eet Solel TM (cule ese 5 Pies aera ana 5 i eee that could not be zt ee Mi ete, fulfilled at the time 6 all rele Picasa , teh 12Ue * The following terms are commonly used by organisations to reflect the exact status of the room 1 Vacant clean 2 Vacant ready 3. Vacant dirty 4, Qut-of-order 5S, Occupied clean 6 % 8 9, Occupied dirty ue out Late check-out Locked out 10. Out of service 4/28/2020 LU Se (ets The final element of guest service is checking the guest out of the hotel and creating a guest history record. At check out, the guest vacates the room, receives an accurate statement of account for settlement, returns the room keys and departs from the hotel. Once the guest has checked out, the front office updates the room availability status and notifies the housekeeping department. Once the guest has checked out, the front office can analyze data related to the guest's stay, Front office reports can be used to review operations, isolate problem areas, indicate where corrective action may be needed and point out business trends. 13sououees PROPERTY MANAGEMENT SYSTEM + Apropeity management system (PMS) is a software application for the operations of hospitality accommodations and commercial residential rental properties. + PMS provides a centralized computer system to organize, schedule and perform the day-to-day functions and transactions involved in accommodations businesses, * Computer record keeping and PMS have increased the efficiency of hospitality industries significantly simply by making it possible to update and consult centralized records from multiple computers and devices. 4/28/2020 PROPERTY MANAGEMENT SYSTEM Functions of PMS: Processing of Registration of caval) Ps exe Oita 3 Peete Pere er Posting all Updating room status eee relevant reer ie Avimal ei Cel ats ae 144/28/2020 PERE 2. Maestro 3, Opera ee Macstroisdesignedforthécloud, Offers anintuitive userinterface, Serves asaniallsn-one hott! id brings 20different modules comprehensive funetionalityfar al Lue deaths aden ekint has! nderonewmbrela, including areas of hotel management, secure connect the propertytohundredsof — reservations, rontdesk, sales,space _data storage, and hundreds of key shannelssuch as Agoda & and club management,and dining —_partnerinterfaces to meet the needs Seon FOS. -ofhotelsofall types.and sizes, senate Malone ea a) in tf fats as * Room occupancy is maximized to the best possible average room rate. + This assessment can be made because historical guest information, low and high demand periods, available room rates and sources of business is computerized. + Engaging into a yield management strategy implies offering different prices to different clients for the same product (at different times). * Thee concept is selling the right room to the right client at the best moment in time and for the highest price possible so as to enhance hotel's revenue and profitability. as4/28/2020 ELECTRONICSYSTEMS USED TO RECORD RESERVATIONS Rocmesencnea eer mae Seneca sci tu ee nC Aerts f “Yili 164/28/2020 PEs hsay se es aan fia aod a0) ese loN MANUAL SYSTEMS USED TO RECORD RESERVATIONS 1. HOTEL DIARY This is a manual ledger which is used to record reservations manually. Date of reservation: v7Pretty 2. RESERVATION CHART Conventional Chart 4/28/2020 MANUAL SYSTEMS USED TO RECORD RESERVATIONS 2. RESERVATION CHART + Density Ghart MANUAL SYSTEMS USED TO RECORD RESERVATIONS 184/28/2020 Key: O no singles C no doubles. no twins BANKI errr ren cL Sadat" DOCUMENTATION All banking transactionsare entered into the paying-in book, including the amount banked each day A separate page is used for foreign currency. Use another page for bank credit card. 194/28/2020 Preity BANKING PROCEDURES INCLUD Uf fel csee ian nein ee theft eerie paying-in slip Coa CRE aT tHE Sct a =) ol [ie Me) cc 204/28/2020 poh MI SUN cg Float: Small sum of money kept at hand to meet small expensesand ‘The higher the number of provide for its customers. Period separate transactions, the greater between the beginning and the the sizeof the float. dase of a transaction. 7 The amount of money needed in the float will reflect 2 things: The float is stored ina secure cash drawer in the same way in department. ‘every department. 2) The number of transactions carried out. NIGHT AUDIT 214/28/2020 frrtrt tert Lr CP ant mea uaa Presta ee CT ere) statistical activity reparts for management concerning the hotels’ daily Sa ERC ono making ———— ee oe De eae eee Se Es financial activitie: Peat Mae arena Mane Percale} ee Uc eM sore ge eR Cie ur cai MM eRe Sci ig atcen i elee cr Pou M solu Lua CSinN IN st 224/28/2020 fret re eet ee ee Cs ecu clr Cina Rn ee ac fie Sonus aorta a ee a ences Re eer ea EY ote ates an cuts Pleo tac cone ee MR em M leh RR alte Eins Rees Be unui! 234/28/2020 ssusue RECEIVING AND chs PERS Mu CHECKING IN GUESTS * Receiving and checking-in guests involve the following stages: 24* Reservationist must double check the completed * Ifclarification is required, the reservationist should * The reservationist should inform the guests about + After registering a guest, reservationist must check etter SA CHECK-IN PROCEDURE registration cards to ensure that all information has been entered correctly. politely approach the guest for clarifications. the room number and the room rate that will be applied. for any letters or message that has been left for the guest and convey it to them. 4/28/2020 [itt r rt CiLy SELF CHECK-IN Self checking is where guests use kiosks to check in instead of going through the front office. Most small scale inns and hotels use this method of check-in, especially for late check ins. The guests will be required to insert their credit card into the kiosks and followa simple set of on screen instructions in order to complete the check in process. The kiosk will issue the keys for the guests, upon successful check-in and provide printed guidelines to locate the room. 254/28/2020 sagouueEEe mina SELF CHECK-IN VIDEO PIES sto Self-Order Kiosk Hotel Check-in Solution st cnactio SELF CHECK-IN 264/28/2020 CUSTOMER CARE POLICIES AND PROCEDURES TO VIP. itis the responsibility of the guest relation officer (GRO) to care for VIPS rey and frequent guests by checking that their rooms are prepared and ee escorting them on arrival. \iPs and other persons of interest will expect the hotel to maintain ENTIAL P pe oa confidentiality of their presence as well s their preferences. } Security should also be tightened to ensure that the VIPs stay js not disrupted by any sort of security threat. Usually, pre-registration is done for VIPs in order to provide them with a feeling of importance by portraying that the hotel is aware of and fortheirarivals When serving VIP guests, its always recommended to do a check of the ‘room before assignir oe a 274/28/2020 frre ys GUEST CHECK OUT 1. IDENTIFY METHOD OF PAYMENT + The method of payment used by guests is obtained at registration to secure the payment and speed up check-out process. 2. ACCOUNTING PROCEDURE Folio balance are kept up-to-date and accurate. Floor limits are established and procedures to monitor these limits are set-up. Over credit and high balance reports are printed regularly to follow-up. GUEST CHECK OUT SETTLEMENT METHODS 4 Guest miay pay by cash, credit card, bill-to arrangement or a combination of these methods. 4 Guest foliois zeroed out or transferredito city ledgerfor followup by account department. 4, GUEST DEPARTURE + Hotels establish an official check-outtime to allow for the turnover of rooms for new arrivals. Policyon late check-out should be established. 5. COLLECTION % Collection proceduresare carried out by the account department. 28fret tet | 2. Express check-out - The guest will be invited to fill out. a card giving permission for the hatel to charge the | entire account to the guest’s credit card 4/28/2020 3. In room check-out / Self check-out - Enables guests to leave the hotel without need to see cashier for the settlement of the account. PAYMENT METHOD SS Countcashinguest’s 3 *Hotelsean choose which S presence 2 carrenciestheyaccept and Gh “a Guntienanoun whi 3 inmosteases.itisonty {E guestbeforeputtingitinto | ge —Majoreurrences Deena D_ tts importantta check ‘sCountchange,ifanyand | == te lamstexchangerate return to guest (count {when accepting foreign wen) cuoeney Hotels usualy ei x ange an adlivonal = sissueareceipttothe = commissionon foreign a guest | uireneypayments CHEQUES + Ensure that onlyone chequeisusedper transacbon 2 Its signed inthe presence ofthe cashier '* The bank codeonthe ‘dheque andthe guarantee cord agree * The card numberis _writtan onthe reverse sce ‘ofthe cheque ‘+The cardhasnotespired 294/28/2020 frre Agnes Sie “soe “ser ee PAYMENT METHODS ‘To enablethe customers to settietheirhotel_ ‘accounts, travel agents will issue'vouchersto ‘their customers. All the charges willbe arrangedto besentto ‘the company or individual atthe end of ‘the month for ‘settlement. ‘The hotel has to abtaina listof authorised users andagreeon acredit Jimitfor individual accounts as thereisa ‘greater riskof bad debt ‘with deferred payment. VOUCHERS 30