The Front Office Department

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What do you think are the

criteria or dimension to be categorized as

star category hotels?

Difference in Facilities / Services among

various Star Category Hotels

1 Star Hotels

These are usually for budget conscious travelers.
These establishments provide the minimum of services.
Facilities are also limited and are often shared with other guests.
If food is available, it is usually just breakfast.

Examples: Go Hotels, Sea Bird Hotel Boracay.

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HMPE2 : ROOMS DIVISION

2 Star Hotels
The hotels are slightly above one-star hotels and may provide more services and facilities such as larger rooms, better quality furniture, and recreational facilities.
Although more expensive than one-star hotels, these are still considered good value for money.
Examples: Red Planet, Saniya Resort.

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3 Star Hotels
A very good level of accommodation. Spaces are bigger and have a higher quality
of facilities and services offered compared to one-and-two-star establishments.
Example: Kabayan hotel, Tides Hotel Boracay, Copacabana Apartment Hotel

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HMPE2 : ROOMS DIVISION

4 Star Hotels
Establishments that are upscale in all aspects. Accommodation is refined and stylish.
Service is very responsive and often includes a wide range of facilities. Excellent
attention to detail and hospitality.
Example: Belmont Hotel, Thunderbird Resort and Casino, and Discovery Suites
Manila

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5 Star Hotels
These establishments are the very best in the industry. They offer the most luxurious
accommodation and excellent delivery of services.
Examples: Solaire Hotel, Conrad Hotel, Shangrila Boracay, and Fairmont Hotel

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HMPE2 : ROOMS DIVISION

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1. Arrival and departure 10%
2. Public Areas 10%
3. Bedrooms 30%
4. Bathroom 15%
5. Food and Beverage 15%
6.Amenities 10%
7. Business Practices 10%

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HMPE2 : ROOMS DIVISION

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Multiple Choice

How many stars are given to hotels with 551 - 700 points?

• 5 Star

• 4 Star

• 3 Star

• 2 Star

Multiple Choice

Establishments that are upscale in all aspects. Accommodation is refined and stylish. Service is very responsive and often includes a wide range of facilities. Excellent attention to detail and hospitality.

• 5 Star

• 4 Star

• 3 Star

• 2 Star

Multiple Choice

What is the rating system that classifies hotel based on its quality?

• Shine Rating

• Start Rating

• Star Rating

• Smart Rating

Multiple Choice

Which of the following dimensions is NOT a criterion for the five-star grading system set by the DOT for Hotel?

• Bedrooms

• Lounge area

• Amenities

• Arrival and Departure

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Room Class and Bedding Types

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HMPE2 : ROOMS DIVISION

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HMPE2 : ROOMS DIVISION

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HMPE2 : ROOMS DIVISION

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HMPE2 : ROOMS DIVISION

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Multiple Choice

Represents the moderate or medium rate charged by the hotel. This type of room is usually located on the ground floor with acceptable view.

• Deluxe room

• Superior room

• Standard room

• Economy room

Multiple Choice

A bed more suitable for one adult than two and is commonly used in a superior or standard room

• Twin bed

• Double bed

• Queen bed

• King bed

Multiple Choice

Represents the hotel minimum rate for a regular-size sleeping room. Rooms in this category offer the least attractive view and the least convenient locations in the hotel.

• Deluxe room

• Superior room

• Standard room

• Economy room

FRONT OFFICE OPERATIONS

The Front Office is the department
responsible in the sale hotel rooms
using systematic reservation methods, registration and assigning
rooms to customers.

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Sources:

[1] Tesda. The Front Office Department.

https://bit.ly/2VnPAgi

[2] Icons made by Freepik and Vectors Market from

www.flaticon.com

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FO Department can be organized according to its specific task,

depending on the size of the hotel.

Executive Assistant Manager
•

Assists the General Manager

and the Hotel Manager.
•

Responsible

for

ensuring

a

perfect

coordination

between

all

departments.
•

Ensures that the operations are

of quality's standard and provide the
highest comfort and satisfaction to
guests.

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General Manager
•

Responsible for all aspects of

operations at the hotel, to day-to-day
staff management and guests.
•

Lead and make strategic plans

for all departments to support their
service culture, maximize operations
and guest satisfaction.
•

Work closely with hotel owners

and other stakeholders.

Reservation Supervisor
•

Oversees operation pertaining to

room sales and reservations; and
Tasked to train reservation agents
how to maximize room revenue by
providing quick and efficient service.

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Night Auditor
•

Works

overnight

and

is

responsible for checking and closing
out hotel's financial activities; and
•

When

not

performing

audit

activities, a night auditor performs
front office duties.

Front Desk Supervisor
•Oversees front desk operations,

particularly the registration of guest;
and
•

Tasked in supervising front office

work shifts.

o Valet parking attendants
· Provide parking services for
guests’ vehicles

o Transportation personnel
· Provide transportation services for
guests, such as driving the hotel’s
van.

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Uniformed Service
Uniformed Service jobs are critical to
the smooth operation of many hotels.

This includes:
o Bell attendants
· Provides baggage service for
guests from the lobby to the guestroom

o Door attendants
· Provide curbside baggage service
and traffic control at the hotel
entrance

Switchboard/Telephone operator
•

Operates the

telephone switchboard;
•

Handles

telephone

communication

system

activities

such as answering incoming calls,
receiving and giving information via
phone; and upon request, makes
wake-up call to guests.

Reservation Agent
• Receives and record roomreservation requests; and
•

Creates reservation documents.

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Front Desk Agent
•

Reserve, register and assign

rooms to guests; and
•

Maintain information about the

availability of rooms for sale and vital
facts about the hotel services and
facilities.

Front office cashier
•

In charge of posting charges into

guest folios; and
•

assisting guests in settling their

accounts.

Anatomy of
Front Office
Staff

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Characteristics of an Effective

Front Office Staff

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Multiple Choice

Enrich the frontline performance with their expertise in their respective functions.

• Front of the house

• Frontline specialist

• Backline specialist

• Back of the house

Multiple Choice

In a typical work scenario, what work shift starts at 11:00 pm and ends at 7:00 am?

• Night Shift

• Evening/midshift

• Day shift

• Graveyard shift

Multiple Choice

Works overnight and is responsible for checking and closing out hotel's financial activities

• Front office cashier

• Night Auditor

• Front desk agent

• Switchboard operator

Multiple Choice

Provide curbside baggage service and traffic control at the hotel entrance.

• Bell attendants

• Door attendants

• Valet parking attendants

• Transportation personnel

Multiple Choice

Which uniformed service staff is in charge of providing baggage service for guests from the lobby to the guest room?

• Bell attendants

• Door attendants

• Valet parking attendants

• Transportation personnel

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Front Office
Design and
Equipment

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Information Rack -
contains the record of registered
guest or guest information slips.

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Automatic Switchboard -
is a Telephone switchboard
wherein the connections are
made by using controlled switches

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Reminder alarm clock -
Used to remind front desk agents or the switchboard operator to
make wake-up calls to guests

Check-in Station -
is where the guest registration and check-in process is performed.

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Registration card rack -
a rack where all the

registration cards are placed.

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Room rack -
contains information about room
types, features, and rates. With
this, a front desk agent can match
available rooms

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Room rack -
contains information about room
types, features, and rates. With
this, a front desk agent can match
available rooms

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Key rack -
is used to store and generate
hotel keys. However, most
hotels nowadays use electronic
key cards instead of metal
keys.

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Folio Tray -
also called as folio bucket. This
is where guest folios (arranged
by room number) are contained.

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Date

and

time-stamping

machine –
Small device that stamps the
date and time on documents

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Check-out station is where the guest settles his/her account and
where the check-out process is performed.

Posted voucher rack - A voucher is given to a guest when
purchases are made from the guest’s room. It indicates the type
and amount purchased by the guest. Vouchers are sent to the
front desk and sent to the voucher rack.

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Electronic Posting Machine -
account posting machines are
used to record on guest folios the
amount purchased by guests. It
can also function as a cash
register.

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A PABX (private automatic
branch exchange)-
is a telephone system used in
businesses that switch calls
between business users on
local lines while also allowing
all users to share a number of
external phone lines.

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Telephone

is

a

telecommuncation

device

that

allows users to make and receive
calls.

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Reserve key drawer (pulled out) -
is a drawer where reserve hotel
keys are placed.

Hold-mail rack -
contains mail that is received and
held at the hotel at the requests of
hotel guests.

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Magnetic Stripe Reader -
reads data magnetically
encoded and stored on
the magnetic strip on the
on the back of a credit
card and transmits this
data to a credit card
verification.

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Common Business Tools

Business Tools refer to applications, systems, and procedures
used by an organization for their communication operations.
Examples of Common Business Tools
•

Cellular phones

•

Digital Camera

•

Two-way Communication Device

•

Credit card Terminal

•

Brochure, Magazine and other Information Materials

•

Photocopier

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Rules When Sending E-mails

Know the difference between the Bcc and the Cc.
·

BCc stands for Blind Carbon Copy while Cc stands for Carbon

Copy.
·

When you use the BCc, the email address of those you sent

the message to will not be visible to others. On the other hand,
when you use the Cc, the e-mail addresses will be seen by others.
·

Use the BCc when the recipients do not know each other. This

will ensure their privacy. You can use the Cc when the recipients
belong to the same workplace.

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Always add a subject.
·

Your subject should contain what your e-mail is about. It should

also be clear and concise. Avoid using ALL CAPS as it may look
like you are shouting to the receiver.
Address the recipient properly.
·

Know your recipient. Know his/her full name and position. Add

salutation.
Compose your e-mail as if composing a formal letter.
·

Take note of your proper capitalization, punctuations, and

grammar.

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Include sign-offs before your name.
Example:
Sincerely,
Respectfully yours,
Regards,
Be cautious when replying to all.
·

Do not click reply to all if your message to a single person is

not relevant to others.
Limit your signature to 5-6 lines only.

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Check your attachments.
•

If you have attachments, state it in your message.

Example:
Attached in this e-mail is…
Attached herewith...
•

Rename the files before attaching it. Avoid sending files with

informal titles.
•

Make sure there really is an attachment if you say so.

•

If you are sending large files, ask permission first. If the file is

directed to the drive, also state it in your e-mail.

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Fill in the Blank

Refers to applications, systems, and procedures used by an organization for their communication operations.

Fill in the Blank

This is where guest folios (arranged by room number) are contained.

Fill in the Blank

Contains information about room types, features, and rates. With this, a front desk agent can match available rooms

Fill in the Blank

The most commonly used medium of communication in the workplace especially when your communicating with people away from you.

Fill in the Blank

When you use the BCc, the email address of those you sent the message to will not be visible to others.

What does BCc stands for?

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Processing office documents are part of the daily duties of front
office staff in accordance with the establishment’s procedure.

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This may include, but is not limited to:
o

Customer records

o

Incoming and outgoing correspondence

o

Business accounting

o

Memos - A memo is a piece of correspondence used

internally in an organization for staff or employees to send
messages to one another. It can be brief and is usually
semi-formal in nature.

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Pre-Arrival Forms.
These are forms that a Front Office Staff must prepare
before the guest arrive

1. Reservation Record – guest reservations and bookings are recorded.

2. Reservation File – computer-based collection of reservation records

3. Reservation rack Slip – form used to record a guest reservation that is filed in reservation rack

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Arrival Forms.
These are forms that the guests must accomplish upon
registration or check-in.

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1. Registration Card – printed form for a registration record.

2. Registration Record – collection of important guest information created
by the front desk agent following the guest’s arrival

3. Room rack Slip- form that contains the guest name and other relevant
information, completed during the registration process and placed in the
rooms rack slot corresponding to the room number assigned to the guest

4. Guest Arrival List – is a document which contains the listing of guests
account that is scheduled to arrive by date..

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Occupancy Forms.
These forms are filled out while the guest is staying at a hotel.

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1. Guest Folio – form (paper or electronic) used to chart transactions in an
accout assigned to an individual person or guest room. For posting charges,
it is to be presented upon check out.

2. Voucher -document detailing a transaction to be posted to a front office
account, used to communicate information from the guest folio.

3. Transfer Voucher – voucher used to support a reduction in balance on
one folio and an equal increase in balance on another.

4. Information Rack Slip – slip containing a guest’s name, room number,
room rate, and departure date.

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Departure Forms.
These forms filled out upon guest’s check out.

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1. Credit Card Voucher – form designed by a credit card company to be
used for imprinting a credit card information and settle accounts.

2. Cash Voucher – voucher used to support a cash payment transactions at
the front desk.

3. Guest Folio – Summary of charges to be signed by the guest.

4. Feedback Form – form used to get the overall satisfaction rating of the
guest’s hotel experience.

5. Guest Departure List – a document detailing scheduled guests
departure by date.

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These are used in keeping registration data, reservation records, room status
and other necessary information.

Front Office

Systems

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Reservation

Related Documents

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Multiple Choice

Summary of charges to be signed by the guest

• Voucher

• Guest folio

• Feedback form

• Receipt

Multiple Choice

These are used in keeping registration data, reservation records, room status

and other necessary information.

• Front Office Technology

• Front Office Application

• Front Office System

• Front Office Services

Multiple Choice

The document that must be presented by guests, authorizing their stay to be charged against the credit line of the government and/or corporate accounts they work in.

• Confirmation Letter

• Vouchers

• Receipt

• Letter of Authorization