Front Office Services

OBJECTIVES:
1.Explain basic concepts in FOS
2. Discuss the relevance of the
course
3. Explore opportunities for a
career in FOS
Introduction to
FRONT OFFICE
SERVICES
FRONT OFFICE refers to
the front desk or reception
area or the core operations
department of the hotel.
This would include the reception
and front desk, as well as
reservations, sales and
marketing, housekeeping and
concierge. This is the place
where guests go when they arrive
at the hotel.
 FRONT OFFICE
DEPARTMENT
• Most important department in
the hotel
-Interface between a hotel and
its guest
Guess the Gibberish
ACT COUNT THING
REST UP SHAWN NEST
TELL PAWN OFFER RATE
THOR
OF PEACE SOUP EAR
VICE SOAR
REST SERVE AYE SHAWN
OFF FISH SIR BUSES
FRONT OFFICE DEPARTMENT
• Communication and
Accounting are the most
important functions of the front
desk
 FRONT OFFICE DEPARTMENT
• Effective Communication with guest
- processing the guest reservation
- handling the guest reception
- fulfill the guest inquiry usage in the hotel such
as internet facilities
- check-in and check out the guest - other
departments of the hotel etc.
- maintaining the room status
 FRONT OFFICE DEPARTMENT
• FO department operates 24 hours a day
• Three main shifts in FO department
Morning – day shift 7.00a.m –3.00 p.m
Day – evening shift3.00p.m –11.00 p.m
Night shift 11.00 p.m – 7.00 a.m
FRONT OFFICE ORGANIZATIONAL CHART
• Organizational chart Organization structure
of FO department varies
• It depends on the size and style of
operation of the hotel
• It can be categorized into
- Small sized hotel
- Medium sized hotel
- Large sized hotel
What are the career opportunities for
graduates of Front Office Service NC II in the
Philippines?

o Front Desk Coordinators/ Officers

o Customer Service Assistant
o Front Office Supervisor
o Telephone Operator
FRONT DESK COORDINATORS/ OFFICERS
-often called front desk receptionists or front

desk information clerks.

-They might answer customer inquiries,,
update customer contact information, and
notify departments of arriving customers.
-also answer and direct incoming calls and
respond to customers' questions over the
phone.
 CUSTOMER SERVICE ASSISTANT
-Answer customer inquiries or passing them on to
the appropriate department.
-Give information and helping to solve customer
problems.
-Arrange services for customers, for example,
booking hotel rooms or arranging car hire.
 FRONT OFFICE SUPERVISOR
-supervises the activities
manages at the hotel front desk,
including check-in/check-out,
Guest requests, concierge
services.
 TELEPHONE OPERATOR

-process all incoming and outgoing calls

-log all wake-up call on the system
- answer questions about the hotel’s
services and product
-direct incoming calls to the desired
extension
NROFT OICEFF ANGERAM

FRONT OFFICE MANAGER

 FRONT OFFICE MANAGER
- direct and coordinate the activities of
the front office department
- perform the function of a link between
the management and front office
employees
- responsible for hiring, training, supervising
and disciplinary all front desk, reservation,
and guest services staff members in order
to maintain the desired standard of service
- prepared the budget for the front office
department
- evaluate the job performance of each front
office employee
LEBL YBO

BELL BOY
 BELL BOY
-Handling guest luggage at the time of arrival
and departure
- Escorting guests to their rooms on arrival
- Familiarizing guests about safety features
and in-room facilities
- Locating a guest in a specified area of the
hotel
- Posting guests mails
ERAISHC

CASHIER
 CASHIER
-Receiving payment
-Balancing guest account
-Opening and maintaining the guest folios
-Recording all credit charges in guest folios
- Preparing bills at the time of check-out
- Handling credits/charge cards for the
settlement of a guest account
 ODOR
ENDANATTT
DOOR
ATTENDANT
 DOOR ATTENDANT
-Open the doors of guests’ vehicles on
their arrival in the hotel
- Help bell boys in lifting luggage
- Open the hotels’ entrance door for
guests
-Coordinate with parking attendants for
parking guests’ vehicles in the hotels’
parking area.
GHNIT ITADU

NIGHT AUDIT
 NIGHT AUDIT
-Preparing the night audit report
-Check-in and check-out guest who arrive or depart
after 11.00p.m
-processing the reservations
- performing the duties of security guard
-monitoring fire safety system
-performing the duties of manager on duty
ISTNOITRPEEC

RECEPTIONIST
 RECEPTIONIST
-greeting guest
-handling special request
-handling check-in and check- out
- providing information to guest
-assigning rooms and dispensing guest
room keys
EERGCNOIC
CONCIERGE
 CONCIERGE
-Making reservations for dining in famous
restaurant
-Arranging tours, and entertainment ticket
- Personal helper to VIP
-Obtaining tickets for theatres, musicals
etc.
-Provide latest information of events
ATIONRESERV
GENTA

RESERVATION
AGENT
 RESERVATION AGENT
- Handling reservation
- up sell accommodation
- Prepared the expected arrival list
and the expected departure list
every day
- Prepared a guest folder
Group activity
Make an organizational chart
of Front Office Department.
 Developing
Criteria Excellent (5) Proficient (4) Adequate (3) (2) Limited (1)
Demonstrates
exceptional Exhibits a Shows some Lacks
Displays
originality high level of attempt at creativity;
creativity in
and creativity in creativity in content,
Creativity content,
innovation in content, content, design, and
design, and
content, design, and design, and presentation
presentation.
design, and presentation. presentation. are generic.
presentation.
Content is
Content is Content is
insightful, Content is
substantial, Content is unclear,
comprehensi somewhat
well- relevant and irrelevant, or
Content ve, and relevant but
researched, engages the fails to
deeply lacks depth in
and engages audience. engage the
engages the engagement.
the audience. audience.
audience.
Criteria Excellent (5) Proficient (4) Adequate (3) Developing (2) Limited (1)

Ideas are
Ideas are well- Ideas are Ideas are
exceptionally Ideas lack
organized and adequately somewhat
well-structured organization and
flow smoothly, organized and organized, with
Organization and flow coherence;
contributing to presented in a some
seamlessly, impact is
the overall logical disruptions in
enhancing the diminished.
impact. sequence. sequence.
overall impact.

Visual and
Visual and Visual and Visual and
textual elements Visual and
textual elements textual elements textual elements
are somewhat textual elements
are integrated are skillfully are
Presentation integrated but are disjointed
masterfully, integrated, appropriately
may distract and detract from
enhancing the adding to the used, supporting
from the the message.
overall message. message. the message.
message.
QUIZ 1.1
1. What does FOS stand for?
2. What does SOP stand for?
3. What are the three (3) sizes of hotels?
4. Give two (2) career opportunities of Front
Office Services.
5. What are the three (3) main shifts in FO?
Reflection
I learned that…..