FRONT OFFICE
Organizational Chart
• General Manager
• Rooms Division
Manager
• Front Office Manager
• Assistant FOM
• Supervisor
• Agent
Front Office Set-Up
ROLE OF FRONT OFFICE
• Prepare all guest requirements in all stages of
guest cycle (Pre-Arrival, Arrival, Occupancy
and Departure)
- Assist guests with all their needs
- Provide excellent guest service
- Handle all front office activities and control
requirements efficiently and professionally.
ROLE OF FRONT OFFICE
• Ensure all services extended are within the
standards.
• Maximize Hotel’s revenue thru upselling and
suggestive selling.
• Ensure control system is implemented
ROLE OF FRONT OFFICE
• Assist guest with all their needs from check-in
to check-out.
• Handle guests questions and queries in a
positive, professional and sincere manner.
• Provide guests with whatever service they
require.
FRONT OFFICE POLICY
• CONFIDENTIALITY
GUEST NAME
ROOM NUMBERS
RATES
• GUEST FRATERNIZATION POLICY
Date registered guest
Become overly familiar with guests
Four General Sections of FO
• PABX/Reservation
• Cashier and
Reception
• Business Center
• Concierge
I. Reservation
• The hotel reservation
system is critical to the
financial success of the
hotel. This system will
ensure the processing of
maximum number of
reservation requests
possible in the most
efficient and effective
manner.
II. Cashier and Reception
• Registration
• Check-Out
• Exchange
Branch/switchboard
• Posting of charges
• Telephone skills
• Introduction of guests to
hotel’s facilities and
amenities
• Oversee quality service
• Night Audit
III. Business Center
• The primary
responsibility of this
section is to provide
convenience of any
business
transactions of the
hotel guests from
use of meeting
rooms, computers to
business supplies.
IV. Concierge
• Baggage Handling
• Entertainment and
Events Management
• Locator
• Liaison, Mails and
Information
• Transportation
Counter
Guest Cycle
• Pre-arrival / Pre-registration
• Arrival / Registration
• Occupancy / Stay
• Departure
I. Pre-arrival/Pre-registration
“Why this Hotel?”
Preconception
Location
Advertisement
Recommendation
Previous Experience
Accepting Reservations
A. Types of Reservation
1. Confirmed
2. Guaranteed
B. Modes of Payment
Cash, CC, DB, PC,
TC, DC
C. Amending Reservation
The guest or any authorized
booker can make amendments
when changes such as arrival
schedules, payment and rate
schemes will apply.
D. Canceling Reservation
Take note of Name, Reason and
Date of cancellation.
E. On Request/Closed Dates
Key Techniques:
Use:
instead of “YOU”
“The hotel requires a deposit….”
instead of “you have to deposit”
F. Guaranteed
Reservation
1. VIP
2. With Deposit
3. Co. guarantee thru
LOA
4. Group
What to Prepare:
A. Guests With Reservations
1. Preprinted RegCards (regular and Xpress
Check-In)
2. Keycards and Coupons
B. Groups
1. Rooming List
2. Keycards and Coupons
II. Arrival/Registration
A. Guests and Groups with
Reservations
1. Complete Guest Data
2. Verify rate, MOP, length of
stay
3. Special Requests
4. Signature
B. Walk-In Guests
Upsell rooms
III. Occupancy/Stay
A. Maintaing Guest
Folio
Guest Folio is where
transactions can be
seen. This is record
of accounts of the
guest.
Post room charges
and monitor high
balance.
B. Ensure Quality
Service
Support Centers:
Housekeeping
Engineering
Accounting
Resource Office
Training Center
Security
Revenue Centers
• Front Office
• Food and Beverage
• Room Service
• Retail Stores
IV. Departure
• Upon check out, make
sure of the following:
1. Room charges and
vouchers have been
posted correctly
2. Room should have been
checked by HK
3. LOA is attached
4. Transportation request
should have been
arranged
Safety Deposit Box
Two Types:
1. In-Room SDB
2. FO SDB
Take Note:
SDB card should be
filled up by guest
and signed with
witness.
Guest Signature every
transaction.
Night Audit
• Provide Night Audit B. Average Room
Reports and Rate Rate/ARR
Variance Report Total room rate
A. Occupancy Rate: No. of rooms sold
No. of rooms sold C. Forecast (today)
X 100
No. of rooms to sell No. of rooms sold +
Arrivals today
