FO Module 2023

ZENITH COLLEGE OF HOSPITALITY CULINARY ARTS AND
BUSINESS MANAGEMENT
FORTUNA ABRA ROAD, MARCOS ILOCOS NORTE
FRONT OFFICE
PROCEDURES
Module
NAME: _____________________________________________________________________
SCHEDULE: ________________________________________________________________
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Dear student,
Every multi-departmental physical business needs to have a front office or reception to

receive the visitors. Front Office Department is the face and as well as the voice of a business.
Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its
most visible department. For a business such as hospitality, the front office department comes
with an aspect of elevating customer experience with the business.
Each student will get the opportunity to demonstrate on being a Reservationist,

Concierge, Bellman. All the tasks will be occurring at a particular instant in time. Students that
perform as front office employees are challenged to solve problems related to guest
satisfaction, safety, security, and business operations. This activity will be recorded, then
lecturers will show to the students when lecturers do reflection with students. We will use the
Front Office Simulation Tasks (FOSTs) as an activity to train students in order to adapt
themselves in the real situation. Students are tested their confidence, knowledge and skills
through making strategic decisions in regard to front office operations for example checking in
and checking out (Receptionist), handling reservations (Reservationist), provides information
about the City Events (Concierge), and carrying and bringing guests to guest rooms (Bellman).
Please take time to read and understand your module before answering each activity
As you work on the modules, please be guided by the Time Frame as indicated in the
Table of Contents. All Assessments will be submitted during the Periodic Examinations which
are scheduled as follows:
If you have queries and concerns with regards to the lessons as you go along, fell free to reach
me through the following:
My mobile number: O9394712018
My e-mail address: winetessgp21@gmail.com
My facebook/ messenger name: Julien Matet Paleng Maggay
Our messenger group account: F.O 2020

Our Moodle account: https://kingscollegeofthephilippines.gnomio.com
Your teacher,
Marites L. Galleo, Ph.D.

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Objective:
This module covers the competencies required to welcome and register guests, prepare for
arrival, prepare for group arrival and promote facilities and services within the hotel.
Learning Outcomes :
a. Understand the importance of a Guest and why the guest is so important to the hotel
b. Understand the classification of guests
c. Understand the guest centered attitude
d. Understand the service oriented behaviour
e. Understand good hospitality traits
f. Understand first impression
g. Understand guest expectation
h. Understand the guest point of view
i. Understand the customer care triangle
j. Understand good customer care

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TABLE OF CONTENTS
MODULE 1
Lesson Topics Time Pages
Nos. Frame
1 I. Introduction to Front Office
▪ Sub-units of Front Office

▪ Definition of Terms
▪ Duties and Responsibilities
▪ Operational and Organizational Structure
 Duties and Responsibilities of Front
Office Personnel
▪ The Guest Cycle
2 II. The Guest Room: A review

▪ Classifications of Guest Rooms
 According to Price
 According to Number of Beds
o Types of Beds
▪ Room Status
▪ Terminologies
3 III. Hotel Reservation Process
▪ Receiving reservation requests
 Proper communication skills
 Proper gestures
▪ Recording details of reservation
 Filling up forms

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Introduction to Front Office
Front Office
- Is the “NERVE CENTER” of the hotel as it is the key source of information pertaining to
guest services.
- It acts as the “SHOCK ABSORBER” as it serves as a sounding board for guest complaints
- Is the liaison between the management and the coordination of all guest services.
Front Office Operations

1. Manual Operation- The use of traditional equipment
Advantages of Manual Reservations
a. Using of computer are expensive
b. In case of power failure / shortage it would be very difficult to retrieve
information at that moment
c. It takes time to train personnel to operate the computer
d. Once a computer program is damaged it could affect the other data inside
e. A manual system typically will have slightly higher on-going costs to purchase
supplies and store records than a computerized system that uses uses a single
mass storage device and re-uses the hardware keyboard and so on. Paper folios,
receipts, orders, and bills in paper will be the biggest expense.
2. Computerized reservation System-
Types of Reservation system

a. Franchisee- is a hotel owner who has access to a national system and receives
the benefits of the corporations management expertise, financial backing,
national advertising and group purchasing.
b. Referral member- a worldwide organization that processes requests for room
reservations at a particular member hotel
- Is a hotel developer / owner who has access to the national reservation system.
➢ Reservation Codes- are sequential series of alphanumeric combinations that provide

the guest with a reference for a confirmed or guaranteed reservation
-also referred to as confirmation numbers
122-MLG-0309-03011-MC-75-K-98765R
WHERE:
122- the identification number of the property in the chain
MLG- initials of the reservation clerk who accepted the reservation
0309- date of arrival
0311- date of departure
MC- the type of credit card
75- the nightly room rate of $75
K- indication that the reserved room has a king size bed
98765R- sequential reservation number
➢ Cancellation Codes- is a sequential series of alphanumeric combinations that provides

the guest with a reference for cancellation of a guaranteed reservation
- Also called cancellation numbers
122-MLG-0309-1001X- sequential number
- Identification number of the property in the chain
Trends in Electronic Reservation
1. Booking window compression-
2. Hotels are using bundling packages
3. Mobile technology and broadband
4. Social media influence
Reservation Technologies For Hotel

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1. Galileo, RoomMaster- is a comprehensive global hotel shopping and booking solution

2. Worldspan’s dynamic
3. Worldspan interactive maps
Major Sections of Front Office Department

1. Front Desk- looks after the registration of hotel guest and serves as communication and
information center
2. Reservation – to accept , block, store and assign guest room reservation for individuals
and groups
Registration- to meet guests requirement regarding rooms and to establish registration
formalities
3. Telephone Exchange- to handle telephone traffic for guests and the rest of the
operations, to provide wake-up calls and message services.
4. Billing- to perform the cashiering functions of accepting payment from guests
5. Bell Service- to provide guest services by carrying their luggage and assisting guests to
their rooms
6. Concierge- to render additional services to guests, usually regarding information outside
the hotel premises
7. Business center- to provide services like computer jobs, receiving or sending fax
messages and photocopying
Job Description of Front Office Personnel

1.Front Office manager- plans organizes, directs and controls all areas of Front Office operations
2. Front Desk Supervisor- oversees front desk operations, particularly the handling of
registration of guests
3. Sales / Reservation Supervisor- directs and oversees operations pertaining to room sales and
reservations.
4. Reservation Clerk- attends to room sales and reservation
5. Desk Clerk- attends to the registration of guest and provides information assistance
6. Doorman / Bellboy- assists/ escorts guests during check in and check out and runs errands
for the front desk
7. Front Office cashier-attends to the settlement of guests bill.
8. Airport / transport Representative- transports guest to and from the airport/ other terminal;
sells hotel services to prospective patrons at the airport.
9. Guest Relations / Concierge Officer- attends to any request for guest assistance especially for
VIP
10. Telephone Operator- attends to all incoming and outgoing calls in the telephone exchange
section.
Front Office Roles

1.Guests Services
-luggage and transportation / parking service
- information (internal/ external)
- external reservation
- complimentaries / courtesies/ special request
- request / complaints / liaison coordination
- telephone
- return guest
- VIP services
3. Room Sales
- individual reservation
-walk-ins
-release of rooms to sales for contract and group business
- hotel sell-out at maximum rates
- balancing of room rates

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- maintenance of allotments
- room blocking
- no-show billing and commission payments
4. Record Keeping
• Registration
• maintenance of in-house records by room / name
• room and rate change logging
• guest ledger
• check out
• guest history
• tracking of room statistics
• tracking of contract accounts
5. Cost Control
• Occupancy
• Scheduling
supplies
• Security
6. Verbal Skills
• Verbal skills convey positive attitudes
• Voice with smile
• Use of tactful words
• Addressing guest by name
• Being courteous
7. Effective Selling Skills

• Give helpful suggestions • Sell value not price
• Use initiative in identifying • Develop confidence
guest need • Good social graces
• Product knowledge
8. Problem Solving Skills

• Welcome guest complaints • Ability to think and work
• Take immediate and effectively
appropriate action • Calm under pressure
• Empathize • Use common sense
• Show eagerness to help
9. Good Appearance
• Manner of dressing
• Well-groomed
• Neat in appearance and work area
• Proper uniform
• Maintains good posture
• Good health
• Good dental hygiene
• Fingernails are properly cared for and Shoes are clean and in good condition
Activity 1. Explain each according to your own understanding of what a front office clerk should
have.
Front Office personality
1.Positive Attitude
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2. Attentive Service
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3. Positive Body language
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2. As a front office clerk what personality should you develop? Why?

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Reservations
- Responsible in selling hotel room and other services
- Is an arrangement to have something such as room, table or seat held for use at a later
time.
Types of Reservations
1. Regular / Ordinary Reservations- an agreement where the hotel holds the room until a
stated cut-off time usually 6:00 PM.
2. Confirmed Reservation- applies when the terms of reservation have been verified
- Allows the hotel to project the number of guest that will check in by the deadline hour
3. Guaranteed reservation- an agreement that the hotel makes to hold a room for a guest
until the guests arrives
- Payment is assured by credit card, pre payment or by a company account
Methods To Guarantee a Reservation

1. Credit card 4. corporate account
2. Advance deposit 5. in house voucher
3. travel agents 6. Group Reservations-
Status of reservation
1. 6 PM release- 4. VIP
2. Guaranteed arrival 5. Tours and Groups
3. Take or place 6. Commissionable booking
Sources and Types of Reservation

1. Corporate Clients- is a guest of the hotel who is employed by company or a guest of
that company
2. Group Traveler’s- are persons who travel in groups either for business or pleasure.
3. Pleasure Traveler’s- travel’s alone or with others to visit friends and relatives, for leisure
purposes or any other reasons
4. Current guests- guests who are registered in the hotel have the potential to be repeat
guests later.
5. Telephone-
6. Personal-

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7. Letter / telegram
8. Fax
9. Computers
10. Call center’s
11. Global distribution system
12. Central booking offices
Rate Designations
1. Rack Rate- is the highest published rate a hotel can charge for a specific room.
This varies depending on the room type.
2. Corporate Rate- is a special rate given to corporate accounts as an incentive for
their patronage. The rate may reflect 10-20% discount from the rack rate.
3. Volume Account Rate- is given when there is a guaranteed number of room
nights within a specific time frame (1 week or 1 month). Companies and
associations can negotiate for more discounts.
4. Government rates- government officials who stay in a hotel for official functions
are usually given per diem. The hotel that is interested to attract this type of
market must be able to come out with rates that can match the budget of this
group.
5. Seasonal Rate- this rate is used to attract more patronage during lean season,
hotel and resorts make it a practice to offer off-season rate, which is much lower
than the rack rate during in-season.
6. Weekday- weekend rates- this is based on the next morning occupancy which
starts from Friday or Saturday night because the next morning is a non-working
day.
7. Advance purchase rate- incentives are given to clients during early bookings by
giving rate for advance room payments.
8. Half Day Rates- hotels have provision for rooms that are used for half- day like
those designed for short time or for half day conferences that need sleeping
facility.
9. Industry rates- apply to associations and group of professionals or industry
practitioners who are offered professional courtesy of discounted rates.
10. Package rates- hotels come out with a package rate whereby the cost of the
room, meals and other part of the package will appear to be much lower than
paying for them separately. This rate is usually applied for bookings done by
event, convention or seminar organizers whereby a package of room and
banquet services are availed.
Kinds of Packages
1. Vacation Package- this covers rooms, airline tickets, shuttle service, tour to some tourist
attractions, ticket to cultural shows.
2. Banquet and Room package- covers room accommodation, use of function rooms, meals
and snacks.
3. Meeting Packages- room accommodations, use of conference room, coffee breaks,
snacks, lunch and dinner and audio visual facilities.
4. Group Rates- are given to group bookings. The rates are lower than transient bookings
if they are booked in advance.
5. Per Person Rate- charges are based on the number of people in a room.
Types of Hotel Clients
a. Walk-in Guest- is given to a patron who comes unannounced, looking for room.
b. Corporate accounts- apply to companies or institutions, usually with special credit
arrangements in the hotel.
c. Associations- are groupings of individuals or companies for a common purpose or goal,
sharing ideas, hobbies, beliefs, other lots of things. Ex. Lions club
d. Travel agencies—have pre -arranged bookings of their tour groups in a hotel of their
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e. Government institutions/ offices- ex TESDA, DOT

f. Free Independent Travelers (FIT) refer to tourist or travellers traveling alone.
g. Educational Institutions-
h. Local Domestic Travelers- provides 30-50% discount for local tourist or domestic guests.
i. Balikbayan- refers to returning or visiting Filipino who are residing, working abroad.
Required Documents and Records
1. Individual Reservation Forms or Cards- Details of each booking are contained

in this card. This card is filled up by the desk/ reservations clerk and will
serve as a basis for preparing the daily arrival list.
2. Reservation Chart- helps the clerk determine whether or not reservations can
still be accepted for a certain date, or will be wait-listed or refused.
3. Reservation rack slip- serves as trace file for reservations received.
4. Hanging Folder- records, letters pertaining to guest reservations are kept.
5. Confirmation Notice Form- serve as a written evidence of agreement or
contract and works to the advantage of both parties.
6. Reservation Diary- used to record daily room bookings for reservations,
making reference to the reservation cards or slips.
Activity 2.
1. Read and Explain what is asked
- A guest called the hotel and wishes to make a reservation for October 4 to 7, 2019 but
did not give any advance payment and informed the hotel reservations clerk that they
will be arriving on the 4th of October at around 6.30 PM. Assuming you are the
reservations clerk how will you explain the SOP of the hotel with regards to the existing
policy which is the 6 PM release and the cancellation policy.
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CHECK -IN PROCEDURES
1. Welcome and greet the guest

2. Ask for the guest's name if not known to you
after getting his name, check the arrival list if he is in the list of expected arrivals (with
reservation). If not in the list, he is considered a walk-in guest. Never ask “ Do you have a
reservation?”. This sounds offensive and gives the guest an impression that only those with
reservations are favored.
3. Verify reservations details if the guest is pre-reistered, with pre-blocked room

In a computerized front office system, the details of confirmed reservation maybe copied
from the reservations form to the registration card, including the name of arriving guest/s,
room nights, room type and rate, assigned room, billing arrangement, company and other
available information.
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4. If the guest is a walk-in (no reservation, not in the arrival list and not pre-registered)
the desk clerk must first ask the guest preferred room and then checks the room status
bulleting if it is available. He mjust check room with status of “vacant ready”. If the preferred
room is available and ready, the desk clerk shall give a registration form to the guest for him to
fill up.
- Basic Information Needed for the Registration
@ Complete name and address, with contact number
@ If foriegner, the passport number and place of issue
@Company and address
@ Lenght of stay
@ Preferred room
@ Billing arrangement; by card, cash or charge to company
5. If the hotel is fully booked, assist the guest in getting accommodation elsewhere and
offer to transfer them to other hotel once room will be available.
6. After the guest completes the registration form, the clerk must ensure that;
• the registration details are complete, correct and legible;
• the guest has signed the form;
the guest is well informed of the terms and conditions (usually indicated at the back of the
registration form), as well as the room rate and what it covers;
• the guest is also informed whether he is entitled to a signing privilege or not and
• the details of the booking that are indicated in the reservations form have not change.
On the lower portion of the registration form, the desk clerk must indicate the room number,
room rate, applicable discount if any, and affix his/her signature. Then he shall time stamp the
registration card at the back.
7. Endorse the registration form to the Front Office Cashier for bill settlement (unless the
desk clerk also does the cashiering function). If the guests charges are to be billed to a
company account, check if the letter of authorization form the company is already forwarded to
the hotel. If not, ask the guest if he has the document .
If the guest neither has the authorization letter, the matter has to be referred to the
Duty/Front Office Manager who will decide whether to allow for charges under the company
account or not. The usual practice is for the guest to be booked as personal account either by
cash or credit card payment pending to the arrival of the authorization letter. If this is the case,
the guest must be told discreetly and deposit maybe asked or an imprint of this credit card
maybe taken. With this measure, the hotel can be protected against possible losses.
8. Once the guest has fully registered, the desk clerk hands over the signing privilege (if
applicable)and the room number card.
9. The bellman is hailed and introduced to the guest, and then the key is given (bellman)
as he takes charges of escorting the guest room and bringing along his luggage.
10. Wish the guest a pleasant stay.
11. The desk clerk opens a guest folio and ensures that records have been accurately and
completely updated. Preparing a guest folio, this is a document for all guest charges are
entered, either manually or in the computer, under the Guest Accounting Menu. Manually
prepared folios are place inside an envelope or folder. Some hotels place this folios on the
guest's rack on a separate file, classified according to floor/area and room number.
In preparing the guest folio , note down the following:

• Room number
• Guest's name and address
• Number of guest's registered
• Arrival/departure date
• Room rate
• Registration card number
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• Other remarks like “on cash basis”, walk-in,for pick up,travel/airline booking, etc.
• On one side of the folio, make notations like:
- Personal account; if guest will pay in cash, with credit card or travelers check. If card, place in
the appropriate box the credit card number and expiry date.
- If charged to company mention the company like: charge to Matsu and co., authorization
letter attached or will follow.
- If charge to a travel agency, place a notation like: charge to Zero Travel and Tours
Enter the guest's name and other details in the Guests List (it maybe done manually or through
the computer).A computerized system creates a data base wherein the names and other details
regarding house guests are recorded including their room, length of stay, billing arrangement
(whether with or without signing privilege, special arrangement, etc.) This data base can be
easily accesed in the network by all service units like Housekeeping, Telephone Exchange,
Laundry and restaurant for term to know the payment arrangement for guest's consumption or
use of services.
Pre-registration of VIP Guests

Guests who are classified as VIPs are usually pre-registered guests. In such case, the Front
Office is expected to:
2. Prepare registration cards with complete name, arrival/departure dates and company
affiliation.
3. Advice the Housekeeping department for the set up of VIP amenities (if applicable).
4. Prepare the complimentary order request for the fruit basket and or flower arrangement
or any available amenity for VIPs.
Room Statuses or Room Terminologies

1. OCC- Occupied- A guest is currently using the room
2. VR- Vacant Ready – the room has been cleaned and is ready for occupancy
3. VD- Vacant Dirty- the room is not yet available to be sold
4. OOO- Out of Order Room- a room cannot be given to a guest for maintenance, and extensive
cleaning
5. BLO- Blocked- reserved
6. NS- No Show – rooms that are out of inventory due to maintenance and repair
7. SO- Slept Out- the room is registered to a guest but did not use the room
8. HU- House Use- a room is being used by the administrations of the hotel
9. DO- Due out (expected departure)- the room is expected to be available after the following
days check-out time
10. OC- On Change (Vacant Dirty)- the room is not yet cleaned and readied for re-sale
11. Stay overs- guest who stay longer than planned or stay
12. CC- Cancellations- guest can cancel reservation anytime
13. Overbooking- issuing reservations in excess of the space available
14. Complimentary- usage of the room for free
15. DND- (Do Not Disturb)- the guest has requested not to be disturbed
16. Lock- out- the room has been locked due to unsettled bills
17. DNCO (Did Not Check Out)- the guest made arrangement on settling his/her bills but has
left without informing the front office
18. Skipper- the guest has left the hotel without arranging on the settlements of the bills
19. Sleeper- a guest who has settled his bills and checked out, but the front office staff did not
update the room status
20. Late check out- the guest has requested and is being granted the permission to stay or
check out later than the hotel’s standard time

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Activity 3. Make a reservation script of a guest making an inquiry in your hotel. Use the space
provided
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THE GUEST CYCLE

- The guest cycle describes the activities that each guest passes by from the moment
he/she calls to communicate a reservation inquiry until he/she departs from the hotel.
Each stage of the guest cycle is associated guest service, and guest accounting activity.
1.Guest Services: Reservation – Registration – Occupancy Services – Check –out and history
2.Guest Accounting: Establishment of credits – Posting charges – Night Auditing – Settlement of
Accounts
Description of the activities undertaken at each stage of the guest cycle:
1.Pre-arrival
- At the pre- arrival stage, the hotel must create for every potential guest a reservation record.
Reservation records help personalize guest services appropriately schedule needed staff and
facilities.
Pre – arrival stage
a. reservation record
b. letter of confirmation
c. reservation rack and reservation rack slips
2. Arrival
- At the arrival stage, registration and rooming functions takes place and hotel establishes a
business relationship with the guest.
- The check – in clerk should determine the guest’s reservation status (i.e pre – registered
guests versus walk – ins). Prepare a registration record or make the guest sign the already –
printed pre – registration record ( under some of the semi – automated and all fully automated
systems).
Arrival activities
a. registration Card (or record) or registration file
b. room rack and room rack slips
The registration records shall include the following personal and financial items:
1. Personal Information
a. Name and surname of the guest along with billing address, telephone number, and any other
coordinates.
b. Passport number, birth certificate, and/or driving license number (whatever applicable).
c. Any special needs or requests
d. Guest signature
2. Financial information
a. Delete of arrival
b. Expected date of Departure or length of stay depending on how the system in the hotel is
designed
c. Assigned room number
d. Assigned room rate
e. Guest’s intended method of payment
- Registration records can be used for various purposes:

a. Satisfy guest needs
b. Forecast room occupancies
c. Settle properly guest accounts
d. Establish guest history records – out (personal and financial information)
e. Assign a room type and a room rate for each guest
f. Determine long – run availability (i.e reservation information) versus short – run availability
(i.e room status).
g. Satisfy special categories of guests such as disabled people through barrier – free designs.

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3. Occupancy
- the front office department shall coordinate guest services in a timely and accurate manner,
front office clerks should encourage repeat guest by paying a great attention to guest
complaints.
- It shall design effective procedures in order to protect the funds and valuables of guests. This
might ensure through guest key control, property surveillance, and safe deposit boxes, and
well-designed emergency panels and exists.
- to process posting of guest charges (i.e post from rates, F & B charges, additional expenses,
and taxes) to various guest folios. Front office clerks shall continuously check for deviations
from the house limit, and take corrective measures as to change the status of the guest to pay
– in – advance. Front office clerks shall periodically review account balances in coordination
with the night auditor.
Occupancy activities
a. Guest folio: shall be a duplicate forms and pre – numbered for cross – indexing control
purposes
b. Vouchers: support documents detailing facts or transaction, but does not replace the source
document (i.e. the invoice).
c. Information rack slips
4. Departure
- the guest shall be walked out of the hotel , front office clerks shall create guest history
record, cashiers shall settle guest account outstanding balances(i.e balance the guest account
to 0).
Departure activities
a. Credit card vouchers
b .cash vouchers
c. Personal check vouchers
e. Guest history records
Proper check out occurs when the guest:

a. Vacates the room
b. Receives an accurate settlement of the guest account
c. Returns room keys
d. Leaves the hotel
- check out personnel should encourage guests to consider to the hotel on any future date.
- cashiers should act like a true sales person, and might eventually accept guest future
reservation.
Front office Forms

.- the different stages of the guest cycle have a different forms used depending on which
operating system a hotel chooses.
Some of the common forms used.
• Registration form
• Monitoring form
• Membership form
• Reservation form
• Bellman’s control sheet form
• Change rate notice form
• Baggage monitoring form
• Baggage tag
• Booking form
• Cancellation form

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Activity 3. Draw and label the Guest Cycle activity in the hotel.
Explain the guest cycle process.

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Activity 5: Make a script of the following;

- Guest making a reservation through telephone.
- A walk-in guest checking in from lobby to his/her room.
- Guest check-out
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BUSINESS MANAGEMENT
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Zenith International Hotel

E-mail: zenithinternationalhotelreservation.com.ph
_____ New Reservation Reservation Date: ___________________

_____ Amendment Caller: ____________________________
_____ Cancellation Relation: __________________________
_____ Waiting List Booked By: ________________________
Please complete this form in block letters using black or blue pen.
_____ Indiv Resv _____ Corp Acct _____ Group Company/Group _____TMC
______FIT _____ Others (Specify) ____________________________________
1. HOTEL RESERVATION
Arrival Date: ___________ Departure Date: __________ No. of Nights:______
Arrival Time: ___________ Departure Time: __________ 6 PM _____________
Check-in: 1400H Check-out: 1200H
Flight Details:
Arrival Flight No.:________ Arrival Time:_________Origin: _____________
Departure Flight No.:_______Departure Time: ______ Destination: ________
Please tick accordingly, which room type will be booked (*subject to availability)
Room Type Room Rate Preference
( ) Standard Room Php2,500 ( ) Smoking Room
( ) Superior Room/TWN Php4,000 ( ) Non-smoking Room
( ) Superior Room/DBL Php4,000 Duplex Cabana Lanai
( ) Deluxe Room Php5,000
( ) Suite Room Php7,500
Room Specification ______________________________________
Room rates include tax and a complimentary breakfast.
2. GENERAL INFORMATION
Guest/s: (1) ____________________________________________________
(2) _____________________________________________________
Address: _______________________________________________________
Street/ Block No. Barangay City/Municipality State/Province
Zip Code
E-mail address: _______________Telephone Number: __________________
Fax Number: _________________ Mobile Number: ___________________
Company Name:________________________________________________
Company Address: ______________________________________________
Street/ Block No. Barangay City/Municipality State/Province Zip Code
3. METHOD OF PAYMENT
( ) Cash ________________ ( ) travellers/ cheque _________________
( ) Voucher ______________ ( ) Corp Acct. ________________________
( ) Credit Card ______________ ( ) Debit Card __________________
Acct. Number: ___________________ Acct. Number: ________________
Type/Name: __________________ Type/Name:_____________________
Credit Limit: _________________ Amount: _______________________
Expiry Date:__________________Expiry Date:______________________
Pin Code: ____________________Pin Code: ________________________
4. CANCELLATION
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BUSINESS MANAGEMENT
The hotel reserves the right to charge a cancellation fee equivalent to one night’s room rate for all
reservations cancelled within 48 hours prior to the arrival date. Reservations cancelled within 24 hours
prior to the arrival date are subject to a cancellation fee equivalent to the room charge of the entire
stay.
5. REMARKS/ ADDITIONAL ARRANGEMENTS
Confirmation Number: _________ Confirmed by: ________________Date:

___________
Bell Attendants
The Bell Attendant is responsible for providing a positive first and last impression to
guests as they arrive and leave the hotel. When servicing guests, the Bell Attendant is
responsible for being professional, friendly, and helpful, using the Five Hospitality
Standards of eye contact, a smile, speak first, engage in polite conversation, and use
the guest's surname. The position also involves assisting guests with their luggage and
packages upon arrival and departure and for arranging transportation when necessary.
In addition, this position is required to maintain the cleanliness and appearance of
common areas in the hotel for both guests and employees.
Your day-to-day include the following. Other duties may be assigned.
• Greet all guests upon arrival.
• Assist guests with luggage to their rooms promptly when checking in and upon
checking out.
• Promote all hotel functions and facilities.
• Inform incoming guests on the following while assisting them to their room:
storage area; restaurant hours of operation (if available), location of vending/ice
machines; the concierge event of the evening; health club information;
emergency procedures; equipment and exit paths.
• Once in guest room, provide the guest with the following information: basic
telephone instructions; television channels and pay movie instructions; honor
bar refrigerator, snack basket and procedures for charging items to one's rooms;
heating and air conditioning; laundry and dry cleaning procedures; door lock
and key use; room directory, etc.
• Possess knowledge of the community and area in which the hotel is located to
assist guests with information on special events (sporting, theater, movies,
entertainment, and restaurants).
• Assist valet when they are busy, cover for lunch breaks, and cover in their
absence.
• Ensure that the loading zone is kept free and clear for guest arrival and in the
case of an emergency.
• Door Attendant
The Door Attendant will work closely with the Valet and Front Office Team to ensure all
proper Loews standards are being met. More specifically, responsibilities include:
• Ensures proper and safe luggage flow in lobby
• Welcomes guests to the Hotel
• Assists all arriving guests with luggage
• Provides parking information to guests
• Opens Hotel entrance door for guests
• Escorts guests or provides directions to Front Desk
• Stores luggage for guests when guestrooms are not ready upon arrival
• Handles guest inquiries professionally and with the utmost courtesy and
accuracy
• Provides guests with Hotel and surrounding area information and travel
directions
• Summons taxis for outbound guests and provides information regarding other
transportation options
• Maintains the cleanliness of Hotel front entrance area, immediately picking up
any trash or debris, contacting Housekeeping for major cleaning tasks
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BUSINESS MANAGEMENT
• Provide detailed information about hotel facilities and operating hours.

• Is alert to guests who appear to be intoxicated and intend to drive a vehicle –
notifies Security department immediately for assistance
Valet Parking Attendant
•Drive vehicle to a specific spot in valet parking lot, secure and note the space the
vehicle is parked on the valet tag and log. Return the tag and keys to valet key
booth.
• Greet all guests, open the vehicle doors (explain valet procedures and ask if guest
needs directions), tag keys, and perform access control duties.
• Understanding and actively participating in Environmental, Health & Safety
responsibilities by following established Universal Orlando policies, procedures,
training, and Team Member involvement activities.
• Performing other duties as assigned.
• Performing the assigned Valet Parking position. The positions include one of the
following:
Runner
• Driving vehicles to a specific spot in the valet parking area.

• Securing the vehicle.
• Noting which space the vehicle is parked in on the valet tag and log, making note
of any and all damages to the vehicle as well as any other relevant information.
• Returning the tag and key to the valet booth.
Doorman
• Greeting guests upon arrival.

• Opening doors.
• Explaining procedures and pricing.
• Asking guests if they need directions.
Screener & Intercept
• Greeting guests upon arrival.

• Directing guests to valet check-in areas.
• Providing additional information to guests.
• Performing access control responsibilities for the valet area.
• Logging and maintaining guest/vehicle information in the computer system.
Concierge
Duties and functions
The concierge serves guests of an apartment building, hotel, or office building with
duties similar to those of a receptionist. The position can also be maintained by
a security guard over the late night shift. A similar position, known as the portero, exists
in Spanish-speaking regions. In medieval times, the concierge was an officer of the king
who was charged with executing justice, with the help of his bailiffs. The concierge may,
for instance, keep the mail of absented dwellers, be entrusted with the apartment keys
to deal with emergencies when residents are absent, provide information to residents
and guests, provide access control, enforce rules, and act as a go-between for residents
and management when management is not on-site.
Transportation Personnel
1)Direct activities related to dispatching, routing, and tracking transportation vehicles,
such as aircraft and railroad cars.
2) Plan, organize and manage the work of subordinate staff to ensure that the work is
accomplished in a manner consistent with organizational requirements.
3) Direct investigations to verify and resolve customer or shipper complaints.
4) Serve as contact persons for all workers within assigned territories.
5) Implement schedule and policy changes.

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BUSINESS MANAGEMENT
6) Collaborate with other managers and staff members in order to formulate and
implement policies, procedures, goals, and objectives.
7) Monitor operations to ensure that staff members comply with administrative policies
and procedures, safety rules, union contracts, and government regulations.
8) Promote safe work activities by conducting safety audits, attending company safety
meetings, and meeting with individual staff members.
9) Develop criteria, application instructions, procedural manuals, and contracts for

federal and state public transportation programs.
10) Monitor spending to ensure that expenses are consistent with approved budgets.
11) Direct and coordinate, through subordinates, activities of operations department in
order to obtain use of equipment, facilities, and human resources.
12) Direct activities of staff performing repairs and maintenance to equipment, vehicles,
and facilities.
13) Conduct investigations in cooperation with government agencies to determine
causes of transportation accidents and to improve safety procedures.
14) Analyze expenditures and other financial information in order to develop plans,
policies, and budgets for increasing profits and improving services.
15) Negotiate and authorize contracts with equipment and materials suppliers, and
monitor contract fulfillment.
16) Supervise workers assigning tariff classifications and preparing billing.
17) Set operations policies and standards, including determination of safety procedures
for the handling of dangerous goods.
18) Recommend or authorize capital expenditures for acquisition of new equipment or
property in order to increase efficiency and services of operations department.
19) Prepare management recommendations, such as proposed fee and tariff increases
or schedule changes.
20) Conduct employee training sessions on subjects such as hazardous material
handling, employee orientation, quality improvement and computer use.
21) Participate in union contract negotiations and settlements of grievances.
22) Provide administrative and technical assistance to those receiving transportation-
related grants.
23) Direct procurement processes, including equipment research and testing, vendor
contracts, and requisitions approval.
Operate Computerized Reservation System
 This unit of competency deals with the skills and knowledge required in using a
computerized reservations system to create bookings for a range of tourism or
hospitality services.
The reservation process:
 Receiving a reservation request.
 Checking availability.
 Offering alternatives.
 Responding to enquiries about costs and product features.
 Other venue referrals.
 Personal referrals.
 Repeat business.
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BUSINESS MANAGEMENT
 Travel agents/airlines/tour operators.

Checking availability
We need to find out:
 Required dates/length of stay.
 Number of guests.
 Room type(s) required.
 Number of rooms.
 Automated system
 Access the reservations section in the computer.
 Availability may be displayed in a room rack.
 Manual/semi - automated system
 Check the room rack or bookings diary, or conventional chart.
Offering alternatives
 If a requested room type or date is not available, then it is standard procedure
to offer an alternative.
 Depending on circumstances, alternatives may include:
 Different date
 Different room type
 Waitlist
 Different venue
What is a waitlist?
 A list of bookings that cannot be accommodated unless a confirmed booking
subsequently cancels.
 Waitlists are typically offered during peak season.
 They are offered to help maximise occupancy (in the event of late cancellation or
no-show).
Why a booking may not be made
 Customer
 Price too high.
 Desired features not available.
 Minimum stay requirements not suitable.
 Doesn’t want to be added to waitlist.
 Venue
 No rooms at all available.
 No waitlist or waitlist full.
 Allotment is full.
 Already overbooked for requested date.
Potential Reservation Problems
4 main common problems that might be encountered:
1) Errors in a reservation record:
a. Record a wrong arrival or departure date
b. Misspell the guest’s name or reverse it
c. Reserve for the caller instead of the guest
2) Misunderstandings due to industry jargon:
a. Confirmed versus guaranteed reservation
b. Double room versus 2 beds
c. Connecting rooms versus adjacent rooms
3) Miscommunications with external reservation systems:
a. Book a guest in the wrong hotel
b. Book a guest in the wrong city [ex: Novotel, Melbourne versus Novotel, Sydney]
4. Online reservation system failures:
a. Fail to update central reservation system concerning room availability or to
communicate rate changes in real time
b. Delays in communicating reservation requests
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BUSINESS MANAGEMENT
c. Communication Equipment used may become technologically obsolete or in

operatable
Reservation Activities
 Conduct reservation inquiry.
 Determine room and rate availability.
 Create reservation record.
 Confirm reservation record.
 Maintain reservation record.
 Produce reservation reports.
 Research, plan, and monitor reservations.
Reservation Inquiry
• Guests can communicate their reservation inquiries in person, over the
telephone, via mail, through facsimile, telex, e-mail…
• While getting a reservation inquiry, the reservation staff shall obtain the
following guest-related information:
• Guest’s name, address and telephone number
• Company or travel agency name
• Date of arrival and departure
• Type and number of rooms requested
• Desired room rate
• Number of people in the group, if applicable
• Method of payment and/or guarantee
• Any other special requests
• Most of the above mentioned information is used to create a reservation record.
Seven steps reservation sales process
1. Greet the caller. ( thank you for calling Zenith Hotel. This is Mary speaking
How can I help you today?)
2. Identify caller’s need ( arrival date, departure date, preference ....)
3. Provide an overview of the hotel’s feature ( number of restaurant, swimming
pool )
4. Make a room recommendation and room rate.
5. Ask for the sales ( Would you like me to book the reservation for you?
6. Create a reservation record according to the hotel procedures.
7. Thank the caller. Closing a call as warmly as opening a call leaves the caller
with a sense of confidence that they have made the correct decision.
 The reservation function is a sales process, if the reservation staff is
unenthusiastic, the caller will not a have a positive impression of the hotel and
may decide to go elsewhere.
Pre-Arrival Activities
 Activities carried out by the hotel from time of reservation to the time the
guests’ checks in. If carried out properly, such activities can contribute in
creating a positive first impression on the guests’ upon check in.
Some pre-arrival activities include:
 Checking expected arrival lists (FIT, VIP, Groups, Crew
 Pre-registration
 Pre-assignment
 Preparing welcome cards
 Preparing room keys
 Preparing meal/drink vouchers
 Raising complimentary orders
 Completion of check-in procedures
 Rooming the guests
 Modification of the registration card
Making Reservations

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Receptionist: Good morning. Welcome to The Zenith International Hotel.

Client: Hi, good morning. I'd like to make a reservation for the third weekend in
September. Do you have any vacancies?
R: Yes sir, we have several rooms available for that particular weekend. And what
is the exact date of your arrival?
C: The 24th.
R: How long will you be staying?
C: I'll be staying for two nights.
R: How many people is the reservation for?
C: There will be two of us.
R: And would you like a room with twin beds or a double bed?
C: A double bed, please.
R: Great. And would you prefer to have a room with a view of the mountain?
C: If that type of room is available, I would love to have an mountain view. What's
the rate for the room?
R: Your room is five hundred and ninety dollars per night. Now what name will the
reservation be listed under?
C: Charles Hannighan.
R: Could you spell your last name for me, please?
C: Sure. H-A-N-N-I-G-H-A-N
R: And is there a phone number where you can be contacted?
C: Yes, my cell phone number is 555-26386.
R: Great. Now I'll need your credit card information to reserve the room for you.
What type of card is it?
C: Visa. The number is 987654321.
R: And what is the name of the cardholder?
C: Charles H. Hannighan.
R: Alright, Mr. Hannighan, your reservation has been made for the twenty-fourth
of September for a room with a double bed and view of the ocean. Check-in is at 2
o'clock. If you have any other questions, please do not hesitate to call us.
C: Great, thank you so much.
R: My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day
Checking-In

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Hotel: Good afternoon. Welcome to the Zenith International Hotel. How may I help you?
Guest: I have a reservation for today. It's under the name of Hannighan.
Hotel: Can you please spell that for me, sir?
Guest: Sure. H-A-N-N-I-G-H-A-N.
Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the
ocean for two nights. Is that correct?
Guest: Yes, it is.
Hotel: Excellent. We already have your credit card information on file. If you'll just sign
the receipt along the bottom, please.
Guest: Whoa! Five hundred and ninety dollars a night!
Hotel: Yes, sir. We are a five star hotel after all.
Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's
dime. What's included in this cost anyway?
Hotel: A full Continental buffet every morning, free airport shuttle service, and use of
the hotel's safe are all included.
Guest: So what's not included in the price?
Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your
account. Also, the hotel provides room service, at an additional charge of course.
Guest: Hmm. Ok, so what room am I in?
Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right
up to the fourth floor. Turn left once you exit the elevator and your room will be on the
left hand side. A bellboy will bring your bags up shortly.
Guest: Great. Thanks.
Hotel: Should you have any questions or requests, please dial 'O' from your room. Also,
there is internet available in the lobby 24 hours a day.
Guest: Ok, and what time is check-out?
Hotel: At midday, sir.
Guest: Ok, thanks.
Hotel: My pleasure, sir. Have a wonderful stay at the Kings International Hotel.
Check-out
Hotel: Did you enjoy your stay with us?

Guest: Yes, very much so. However, I now need to get to the airport. I have a flight
that leaves in about two hours, so what is the quickest way to get there?
Hotel: We do have a free airport shuttle service.
Guest: That sounds great, but will it get me to the airport on time?
Hotel: Yes, it should. The next shuttle leaves in 15 minutes, and it takes
approximately 25 minutes to get to the airport.
Guest: Fantastic. I'll just wait in the lounge area. Will you please let me know when
it will be leaving?
Hotel: Of course, sir. Oh, before you go would you be able to settle the mini-bar bill?
Guest: Oh yes certainly. How much will that be?
Hotel: Let's see. The bill comes to $37.50. How would you like to pay for that?
Guest: I'll pay with my Visa thanks, but I'll need a receipt so I can charge it to my
company.
Hotel: Absolutely. Here we are sir. If you like you can leave your bags with the porter
and he can load them onto the shuttle for you when it arrives.
Guest: That would be great thank you.
Hotel: Would you like to sign the hotel guestbook too while you wait?
Guest: Sure, I had a really good stay here and I'll tell other people to come here.
Hotel: That's good to hear. Thank you again for staying at The Zenith International
Hotel
TYPES OF COMPLAINER GUESTS IN HOTEL

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BUSINESS MANAGEMENT
According to the expressions of the complainer guests, we can classify them into these
categories
• Intellectual Type:
Such guests are generally are older in age.
- Generally they complaint in depressed mood with calm tone.

Intellectual guests try hard to be rational and beat you with their
logical arguments.
- Their expression remains cool all the time and they have good
personality.
- Such guests are quite easy to handle but sometimes you may
found quite irritating too.
In order to deal with this group of people you should remember

✓ Listen their logic properly.
✓ Know the facts properly.
✓ Don’t rush to agree to apology first.
✓ Be logical all the time.
✓ Don’t promise anything you are not sure. They will remember every single
detail.
✓ Don’t afraid on their cool calm voice and influencing personality.
• Offensive Type
 Sometimes a single offensive guest is well enough to hamper your business.

 They don’t care anything.
 Express their emotions loudly with wicked language, behave rudely and try to
gather public attraction
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BUSINESS MANAGEMENT
Be prepared to take hard actions to handle such guests.

✓ Don’t react aggressively.
✓ Be friendly and try to handle with calm approach. (There is no point to play
with fire rather put water on fire to stop it. Your calm approach is like
putting water on fire.)
✓ Isolate the guest. Offer him to talk in a corner. Suggest them to set down.
Human psychology is such that when we sit we become less aggressive.
✓ Keep eye contact.
✓ Don’t interrupt. Let them show their emotions first.
✓ Try to find the right moment to response.
✓ Take notes of their complaint. (It will give you 2 advantages as the person
will become careful about his complaint and language and as writing needs
more time then speaking so there is a possibility that he would calm down
as the time progresses.)
✓ If you can’t handle then refer to the superior one.
• Distressed Type
Often you may find some guests who look not feeling comfortable.
Sometime they show anger, sometime remain silent, sometime harshly question.
Their total presence, body movement, gesture, posture, language will make you feel
they are not happy with
The atmosphere.
In this case follow these steps:
✓ Before they complaint at you, approach to them and ask them “Is everything
all right Mr. / Mrs.………….. Or sir / Madam”.
✓ Try to find out why they are distressed. Sometimes for personal problem
people show agony with third person.
✓ If they are not satisfied with your service and facilities then follow previously
discuss tips to make them satisfied.
✓ To change their mood you can offer them freebies like free drink or free
deserts etc…..
Whoever your guests are, try to meet your standard.

As an hotelier all the time be prepare to serve any kind of guests.
Never forget the old saying “Guest is always right”
Tools Used in The Front Office

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BUSINESS MANAGEMENT
Computer
BELLBOY’S
CART
Credit card
imprinter
Cash
register
Cash box

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Printer with
copier
DESK BELL
CREDIT
CARD
MACHINE
TELEPHON
E
KEY RACK
FILE
CABINET

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BUSINESS MANAGEMENT
FRONT
DESK AREA
BELLMAN’S
DESK
used for
storage of
guest’s
luggage
SIGNIFICANCE OF ROOMS
• The sale of rooms contributes approximately 50% or more to the total
hotel revenue.
• A room ‘sale’ occurs when a room is leased for occupation for 24
hours, at a predetermined cost.
ROOMS (a perishable commodity)
A room not sold on a particular day loses its opportunity to earn revenue for
that day.
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BUSINESS MANAGEMENT
GUEST ROOMS
Rooms to guests means:
• Comfort
• Security
• Privacy
• Convenience
• Cleanliness
• and Hygiene
• A “Home Away from Home”
HOTEL ROOM TYPES

SINGLE ROOM
A room which has
single bed facility
DOUBLE ROOM
A room which has
double bed facility.
DOUBLE-
DOUBLE ROOM
TWIN ROOM
• A room
which has
two single
bed
separated
by a center
table.

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BUSINESS MANAGEMENT
INTERCONNECTIN
G ROOMS
• Two rooms
which
shares a
common
door, mostly
used by
families.
ADJOINING
ROOMS
• Two rooms
which share
a common
wall, mostly
preferred by
groups.
HOLLYWOOD
TWIN ROOM
• A room
which has
two single
bed but
shares a
common
head board.
DUPLEX
• A room
which is
been spread
on two
floors
connected
by an
internal
staircase.

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BUSINESS MANAGEMENT
CABANA
• A room
which is
near a
water body
or beside
swimming
pool.
STUDIO ROOM
• A room with
a sofa-cum-
bed facility.
PARLOR
• A room
which is
used for
sitting and
cannot be
used for
sleeping
purpose.
LANAI
• A room
which
oversees a
scenic
beauty e.g.
Garden,
landscape
or water
fall.
EFFICIENCY
ROOM
A room with a
kitchen facility

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BUSINESS MANAGEMENT
HOSPITALITY
ROOM
• A room
where hotel
staff would
entertain
their
guests.
SUITE ROOM
• A room
comprises
of two or
more
bedroom, a
living room
and a
dining area.
KING BEDROOM
• A room with
a king sized
bed.
QUEEN
BEDROOM
A room with a
queen sized bed.
CLASSIFICATION OF HOTELS

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BUSINESS MANAGEMENT
CLASSIFICATION ON THE BASIS OF OWNERSHIP

 Hotels can be categorized by ownership. There are six different ways hotels can
be owned and operated
 Independently owned and operated
 Independently owned but leased to an operator
 Owned by a single entity or group that has hired a hotel management company
to operate the property
 Owned and operated by a chain
 Owned by an independent investor or group and operated by a chain
 Owned by an individual group and operated as a franchise of a chain
An independent hotel is not connected with any established hotel company and is
owned by individual or group investors. A management company contracts with
hotel owners to operate their hotels. The management company may or may not have
any of its own funds invested. It is usually paid by a combination of fees plus a share
of revenues and profits. A hotel chain is a group of affiliated hotels.
 Example: The Capitol, Bangalore, The Imperial, New Delhi
A franchise is the authorization granted by a hotel chain to an individual hotel to use

the chain’s trade mark, operating systems, and reservation system in return for a
percentage of hotel revenues plus certain other fees, such as advertising fees.
A franchiser is the party granting the franchise: holiday inn worldwide is an example
of franchisor.
Example: Le Meridien, Holiday inn

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BUSINESS MANAGEMENT
CHAIN HOTELS
Hotel chains account for a large percentage of the world’s hotel room inventory. Some
of the world’s best hotel rooms are managed by chains.
Example: Taj Group of Hotels, ITC Chain of Hotels.
Luxury hotels
At the top of the price category are the luxury hotels. They feature upscale décor and
furnishings that may be unique to the particular hotel. These hotels offer a full range
of amenities and services. Such hotels would typically have a concierge service and
several food and beverage operations, including fine dining facilities, banquet area and
full room service. Different types of recreational facilities are also available.
Example: Taj Westend, Bangalore, The Leela Palace, Bangalore
HOTELS CLASSIFIED BASED ON SIZE

Size or the number of guest rooms in a property gives us one common way to
categorize hotels. Hotels may be broadly grouped as under:
 Under 150 rooms
 150 to 299 rooms
 300 to 600 rooms
 More than 600 room
BASED ON LOCATION & CLIENTELE
 Commercial Hotel
 These hotels are located in downtown or business district–areas that are
convenient and of interest to their target markets. And cater primarily to the
business traveler. These are also referred to as transient hotels because of the
relatively short length of guest stays compared with other hotels. Such of these
hotels have full service facilities with coffee shop as well as other restaurants,
bar or cocktail lounge, room service, laundry, valet service, business center, gift
shop and health club facilities.
 Example: Taj Residency & The Oberoi Bangalore

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BUSINESS MANAGEMENT
Airport hotel
Many airport hotels enjoy a very high occupancy because of the large number or
travelers arriving and departing from major airports. The guest mix in airport hotels
consists of business, group, and leisure travelers. Passengers of late flights may stay
over at the airport hotel while others wait while waiting for the flights. Airport hotels
are generally full service. To care for the needs of guests who may still feel as if they
are different time zones, room service and restaurant timing may be extended, even
offered twenty four hours.
Example: The Trident, Chennai: The Centaur, New Delhi
Freeway hotels and motels came into prominence in the 1950s and 1960s.the
travelers needed a convenient place to stay that was reasonably priced with few frills.
Guest could simply drive up, park outside the office, register, and rent a room .over
the years more facilities were added: lounges, restaurants, pools, game rooms etc.
Example: The Guest line, Bangalore, Suman Motels
A resort is a place used for relaxation or recreation, attracting visitors for vacations
and /or tourism. Resorts are places towns or sometimes commercial establishment
operated by a
single company.
Floatel

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BUSINESS MANAGEMENT
Floating Accommodation & other allied hospitality services situated on water

bodies.
Example: Cruise liners, shikaras (house boats)
Rotel
Hotel facilities available on wheels such as a train, caravan.
Example: Palace on wheels
STAR CLASSIFICATION
ONE STAR
Typically smaller hotels managed by the proprietor. The hotel is often has a more
personal atmosphere. It is usually located near affordable attractions, major
intersections and convenient to public transportation. Furnishings and facilities are
clean but basic. Most will not a restaurant on site but are usually within walking
distance to some good low priced dining.
• The hotel should have at least 10 lettable bed rooms of which at least 25%
should have attached bathrooms with a bathroom for every four of the
remaining rooms.
• At least 25% of the bathrooms should have the western style WCs.
• Receptions counter with a telephone and a telephone for the use of guests.
Example: Hotel Ajanta, Bangalore
TWO STAR
Usually denotes independent and name brand hotel chains with a reputation for
offering consistent quality amenities. The hotel is usually small to medium sized and
conveniently located to moderately priced attractions. The facilities typically include
telephones and TVs in the bed room some hotels offer limited restaurant service.
Somehow room service and bell service are not usually provided.
 The hotel should have at least 10 lettable bed rooms of which at least 75%
should have attached bathrooms and showers with a bathroom for every four of
the remaining rooms.
 25% of the rooms should have AC.
 Receptions counter with a telephone
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BUSINESS MANAGEMENT
 Telephone on each floor if the rooms do not have a telephone each.

 Supervisory staff must understand English.
 Laundry and dry cleaning services.
Example: woodlands Hotel, Bangalore, Kamath Yatrinivas, Bangalore
THREE STAR
Typically these hotels offer spacious accommodations that include well appointed
rooms, decorated lobbies. Bell desk services are generally not available. They are often
located near major express ways or business areas, convenient to shopping and
moderate to high priced attractions. The hotels usually feature medium sized
restaurants they typically offer breakfast through dinner. Room service availability
may vary. Valet parking, fitness centers, pools are often provided.
 The hotel should have at least 20 lettable bed rooms of which all should have
attached bathrooms and tubs/showers.
 At least 50% of the rooms should be AC.
 Reception and information counter, book stall, travel agency, safe deposit
etc.
 Telephone in each room and one for the use of visitors.
 Good quality Indian and continental food
 Senior staff must possess a good knowledge of English.
Example: Museum Inn, Bangalore, Angsana Oasis Spa & Resort, Bangalore
FOUR STAR
Mostly large formal hotels with reception areas, front desk service, and bell desk
service. The hotels are usually located near shopping, dining, and other major
attractions. The level of service is well above average. And the rooms are well lit and
well furnished. Restaurant dining is usually available and is having more than one
choice. Some properties will offer continental breakfast and /or happy hour delicacies.
Room service is usually available during most hours. Valet parking, concierge service,
fitness centers, pools are often provided.
 Hotel must have 25 lettable rooms and all with attach bathrooms with shower
cubicle/bath tub.
 Should have a recognized travel agency, book stall, safe deposit
facilities, left luggage etc.
Example: Taj Gateway, Bangalore, Hotel Janpath, New Delhi, St. Marks Hotel,
Bangalore.
FIVESTAR
These are hotels that offer only the highest level of accommodations and services.
The properties offer a high degree of personal service. The hotel locations can vary
from the exclusive location of suburban area to heart of the city. The hotel lobbies are
sumptuous, the rooms complete with stylish furnishings, and high quality linen.The
hotels feature up to three restaurants with exquisite menus. Room service is also
available 24 hours a day. Fitness centers, valet parking are typically available. A
concierge is also available to assist you.
 Architectural features and general construction of the hotel building should be
distinctive
 Adequate parking space for cars.
 Hotel must have at least 25 lettable; rooms with modern shower chambers.
 All guest areas should be air-conditioned
 Adequate number of efficient lifts.
 24 hours reception, cash and information counter
Example: The Oberoi, Bangalore, The Grand Maratha Sheraton, Mumbai,Taj
Bengal and The Park, Kolkota,
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BUSINESS MANAGEMENT
OTHER HOTEL CATEGORIES
Casino Hotels
Casino hotels and resorts differ significantly in their operation compared to most
hotels. In casino hotels and resorts, gaming operations are the major revenue centers.
Most of these are in Las Vegas. The casino industry is now coming into the financial
main stream to the point that as a significant segment of the entertainment industry
especially in the US. Casino hotels are leaning towards making their hotels into
“family friendly”
Example: Las Vegas Hilton Hotel & Casino, MGM Grand, Flaming Hilton in Las
Vegas.
Heritage Hotels
The concept of Heritage Hotels was introduced with a view to convert the old palaces,
havelies, castles, forts and residences built prior to 1950 into accommodation units as
these traditional structures reflect the ambience and lifestyle of the bygone era and are
immensely popular with the tourists.
The Heritage Hotels have also been sub-classified in the following categories:
Heritage:This category covers hotels in residences / havelies / hunting lodges / castles
/ forts / palaces built prior to 1950 but after 1935.
Heritage Classic:This category covers hotels in residences / havelies / Hunting lodges
/ castles / forts / places built prior to 1935 but after 1920.
Heritage Grand:This category covers hotels in residences / havelies / hunting lodges /
castles / forts / palaces built prior to 1920.
Example: Usha Kiran Palace, Gwalior, Lalitha Mahal Palace, Mysore.
Rambagh Palace, Jaipur, Lake Pichola hotel, Udaipur
Time Shares/Condominiums
Time-sharing, more recently known as vacation ownership, involves a “type of shared

ownership in which the buyer purchases the right to uses a residential dwelling unit
for a portion of the year or more periods.”Each Condominium or unit of a vacation
ownership resort is divided into intervals, typically by the week and sold separately.
The condominiums are priced according to a variety of factors including unit size,
resort amenities, location and season. Purchasers of vacation ownership properties
can typically travel to other destinations through exchange programs provided through
the timeshare resort developers. Condominium hotels are also called condo hotels or
even condotels. Vacation ownership offers consumers the opportunity to purchase
fully furnished vacation accommodations in a variety of forms, such as weekly
intervals or points in points based systems, for a percentage of the cost of the full
ownership.
Example: RCI, Club Mahindra, Country Club Group
Boutique hotels span all price segments and are noticeably different in look and feel
from traditional lodging properties interior design styles in boutique hotels range from
postmodern to homey. Soft attributes, such and image and atmosphere, typically
distinguish these properties. Traveler’s desires to be trendy, affluent and artistic tie
into boutique themes.
Example: The Park Bangalore, The Park Kolkata.

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ZENITH COLLEGE OF HOSPITALITY CULINARY ARTS AND

Front Office Services Page 1 | 42

Every multi-departmental physical business needs to have a front office or reception to

Each student will get the opportunity to demonstrate on being a Reservationist,

Our messenger group account: F.O 2020

Marites L. Galleo, Ph.D.

Front Office Services Page 2 | 42

Front Office Services Page 3 | 42

▪ Sub-units of Front Office

2 II. The Guest Room: A review

Front Office Services Page 4 | 42

Introduction to Front Office

Front Office Operations

2. Computerized reservation System-

Types of Reservation system

➢ Reservation Codes- are sequential series of alphanumeric combinations that provide

➢ Cancellation Codes- is a sequential series of alphanumeric combinations that provides

Reservation Technologies For Hotel

Front Office Services Page 5 | 42

1. Galileo, RoomMaster- is a comprehensive global hotel shopping and booking solution

Major Sections of Front Office Department

Job Description of Front Office Personnel

Front Office Roles

Front Office Services Page 6 | 42

7. Effective Selling Skills

8. Problem Solving Skills

Front Office Services Page 7 | 42

2. As a front office clerk what personality should you develop? Why?

Methods To Guarantee a Reservation

Sources and Types of Reservation

Front Office Services Page 8 | 42

Types of Hotel Clients

Front Office Services Page 9 | 42

e. Government institutions/ offices- ex TESDA, DOT

Required Documents and Records

1. Individual Reservation Forms or Cards- Details of each booking are contained

CHECK -IN PROCEDURES

1. Welcome and greet the guest

3. Verify reservations details if the guest is pre-reistered, with pre-blocked room

Front Office Services Page 10 |

10. Wish the guest a pleasant stay.

In preparing the guest folio , note down the following:

Pre-registration of VIP Guests

Room Statuses or Room Terminologies

Front Office Services Page 12 |

Front Office Services Page 13 |

THE GUEST CYCLE

- Registration records can be used for various purposes:

Front Office Services Page 14 |

Proper check out occurs when the guest:

Front office Forms

Front Office Services Page 15 |

Explain the guest cycle process.

Front Office Services Page 16 |

Activity 5: Make a script of the following;

Front Office Services Page 18 |

Front Office Services Page 19 |

Zenith International Hotel

_____ New Reservation Reservation Date: ___________________

Confirmation Number: _________ Confirmed by: ________________Date:

• Provide detailed information about hotel facilities and operating hours.

• Driving vehicles to a specific spot in the valet parking area.

_ New Reservation Reservation Date: _______________

Confirmation Number: _ Confirmed by: ________Date: