In some large hotel, the (a)   looks after all matters pertaining to room

reservations and hotel accommodation,

“HUB” or “HEART” of the hotel.

(a)  

–Guest Service Area

(a)  

–Nerve center

(a)  

Creating balance between Guest Flow and Employee Work determines the

physical lay-out of the front office particularly in terms of (a)  

Physically, the (a)   is situated in the front of the house which is an easily identifiable area of the lobby.

The (a)   has always held a pivotal position of importance in the lodging operation. It is one of the first points of contact with the guest, and, as such, its ambience sets the tone for the hotel.

The position of the (a)   is usually determined by the main entrance of the building and the location of the elevator.

The (a)   and the night auditor must be able

to see anyone who enters the hotel; this helps ensure a safe environment for the guest.

In all three settings, the front desk clerk has a view of who is coming into the

hotel from the street entrance and who is coming off the elevator. This view is essential to the (a)   , who assists security in monitoring the activities in the hotel lobby.

Positioning a hotel front desk facing the main entry and exit allows the desk clerk to more easily monitor who is entering and leaving the building—an important advantage when considering (a)   .

RESPONSIBLE FOR:

• Greets the guests

• Handles reservations

and registrations

• Sells and manages

rooms

• Issue room keys

• Provides information

• Handles guest’s

mails

• Administer

telephone service

• Handles Guest

complaints

• Accounting

• Handles check

out procedures

(a)  

FRONT OFFICE SUB-UNIT

-registration, communication and information center.

(a)  

FRONT OFFICE SUB-UNIT

- room bookings either through telephone or

direct contact.

(a)  

FRONT OFFICE SUB-UNIT

- escorting the during check-in and check out.

(a)  

FRONT OFFICE SUB-UNIT

-handles telephone communication system.

(a)  

FRONT OFFICE SUB-UNIT

- settlement of guest bills.

(a)  

FRONT OFFICE SUB-UNIT

- attends any kind of

guest assistance.

(a)  

FRONT OFFICE SUB-UNIT

- Handles transport of guest

to and from airport.

(a)  

FRONT OFFICE SUB-UNIT

-handles all transactions in the business center.

(a)  

FRONT OFFICE SUB-UNIT

It is a detailed listing of the tasks of a

job, provides the basis for a sound job description.

(a)  

FRONT OFFICE SUB-UNIT

It is a listing of required duties to

be performed by an employee in a particular

position. Although almost nothing is typical in the

lodging industry, certain daily tasks must be

performed.

(a)  

FRONT OFFICE SUB-UNIT

The future professional will find this (a)   helpful in preparing orientation and training programs for employees. It also helps the human

resources department ensure each new hire is

given every opportunity to. succeed

Responsible for performing the functions of management/administrative process

(a)  

can be found in many of

the larger lodging establishments. This person

is responsible for taking incoming requests for

rooms and noting special requests for service.

The particulars of this position are endless,

aimed at providing the guest with requested

information and services as well as accurate

confirmation of these items.

(a)  

This manager is responsible for keeping an accurate

room inventory by using the reservation module

of a property management system. This person

must communicate effectively with the

marketing and sales department. Peak as well

as slow periods of sales must be addressed

with adequate planning.

(a)  

The position of the (a)   can encompass many duties, which

typically include verifying guest

reservations, registering guests, assigning

rooms, distributing keys, communicating

with the housekeeping staff, answering

telephones, providing information about

and directions to local attractions,

accepting cash and giving change, and

acting as liaison between the lodging

establishment and the guest as well as the

community.

include processing guest

checkouts and guest legal tender

and providing change for guests.

(a)  

This position is found in a number of

lodging establishments, and it helps

make the front desk workload

manageable when a full house—a

hotel that has all of its entire guest

rooms occupied (sometimes referred

to as 100 percent occupancy)—is

checking out.

(a)  

He balances the daily

financial transactions.

(a)  

This person

may also serve as desk clerk for the

night shift (11:00 p.m. to 7:00 a.m.).

(a)  

He or she must have a good grasp of

accounting principles and the ability

to resolve financial discrepancies.

(a)  

This position requires experience as

a desk clerk and good

communications with the controller

(a)  

has a very important

job in the lodging establishment. This

person must be able to locate both

registered guests and management staff at

a moment’s notice.

(a)  

He or she also must be

able to deal with crises up to and including

life-threatening emergencies.

(a)  

With the

introduction of call accounting, a computer

technology application that tracks guest

phone calls and posts billing charges to

lodging establishments, the telephone

operator’s job has been simplified, as the

tracking of telephone charges to registered

guests can now be done with ease.

(a)  

This

person may also assist the desk clerk and

cashier when necessary

(a)  

with a staff of bellhops and

door attendants, is a mainstay in the

lodging establishment.

(a)  

The (a)   starts

where the computerized property

management system stops. They are the

people who lift and tote baggage,

familiarize guests with their new

surroundings, run errands, deliver supplies,

and provide guests with information on in-

house marketing efforts and local

attractions.

These people also act as the

hospitality link between the lodging

establishment and guests. They are an

asset to a well-run lodging establishment.

(a)  

a person who manually

operates the mechanical controls of the

elevator, is almost extinct in the lodging

establishment, replaced by self-operated

elevators and escalators.

(a)  

Some elevator

operators now serve as (a)   ,

who direct hotel guests to available

elevators in the lobby.

In large full-service

hotels, the (a)   can be a

welcome sight; the confusion of check-ins

and checkouts can be lessened when he or

she is on duty.

provides guests with extensive

information on entertainment, sports,

amusements, transportation, tours, church

services, and babysitting in the area.

(a)  

He or she must know the area intimately and be

able to meet the individual needs of each

guest. This person also obtains theater

tickets and makes reservations in

restaurants.

(a)  

In most cases, the (a)   is

stationed at a desk in the lobby of the

lodging property

7:30a.m. – 3:30 Pm

(a)  

3:30 pm – 11:30 pm

(a)  

11:30pm – 7:30 am

(a)  

Communication between departments

(a)  

Communication inside departments

(a)  

the (a)   serves as a clearing house for communication activities

The marketing and sales department relies on the front office to provide data on guest histories, or

details concerning each guest’s visit. Some of the information gathered is based on ZIP code, frequency

of visits, corporate affiliation, special needs, reservations forsleeping rooms, and social media such as

postings on Facebook, messages from Twitter, and visits to websites or YouTube. It is also the front

office’s job to make a good first impression on the public, to relay messages, and to meet the requests of

guests who are using the hotel for meetings, seminars, and banquets.

(a)  

The (a)   relies on the front office to provide data on guest history , details

concerning each guest visit.

The (a)   is valuable resource for marketing and sales, which use

the guest registration information to target marketing campaigns, develop promotions, prepare mailing

label and select appropriate advertising media. The front office staff must make every effort to keep this

database current and accurate.

Messages for the marketing and sales department must be relayed completely, accurately and quickly, the (a)   is a vital link in the communication between the prospective client and a sales person in the marketing and sale department

Housekeeping and the Front Office communicate with each other about (a)   , (report on the availability of the room’s immediate guest occupancy).

HOUSEKEEPING ROOM STATUS

– room is ready to be occupied

(a)  

HOUSEKEEPING ROOM STATUS

– guest(s) are already occupying a room

(a)  

HOUSEKEEPING ROOM STATUS

– guest will not be checking out of a room on the current day

(a)  

HOUSEKEEPING ROOM STATUS

– guest has checked out of the room, but the housekeeping staff has not released the room for occupancy

(a)  

HOUSEKEEPING ROOM STATUS

– room is not available for occupancy because of mechanical malfunction

(a)  

Housekeeping department also communicate on the details of potential ___ ( A report of the number of guest registered in the hotel), ___, and request for ___ (personal toiletry items such as

shampoo, toothpaste etc.)

(a)  

The housekeeper relies also on the (a)   (a weekly report prepared and distributed by the front office manager that indicates the number of departures, arrivals, walk-ins, stay- over and no shows) to schedule employees.

- Communication between the food and beverage department and the front office is also

essential. Some of this communication is conveyed by relaying messages and providing

accurate information on ___, which are forms used to communicate a charge to a guest

count. Communication activities also include ___, (an estimate of the

number of guests expected to register base on the previous occupancy activities) and

processing request for ___ (forms used to indicate the amount of money paid out of the

cashier’s drawer on behalf of a guest or an employee of the hotel). These vital services help

an overworked food and beverage manager, restaurant manager or banquet captain meet the

demands of the public.

(a)  

The (a)   , which often combines the function of a marketing and sales department and a food and beverage departments, require the front office to relay information to guest about scheduled events and bill payment.

The front desk staff may also provide labor to prepare the daily (a)   (an inside listing of the daily activities of the hotel), and marquee (the curbside message board).

The (a)   who is unfamiliar with the hotel property will ask at the front office for directions. This service might seem minor in the overall delivery of service, but it is essential to the lost or confused guest.

The (a)   must know both how to direct guests to

particular meeting rooms or reception areas which functions is being held in which rooms.

If the (a)   is not able to

present the bill for the function, the front desk clerk should be informed about the specifics of food and beverage charges, gratuities, rental charges, method of payment and the like.

The (a)   relies on the front office staff to provide a

daily summary of financial transactions through a well-prepared

night audit. This information is also used to measure management

ability to meet budget targets.

- The (a)   and front office communicate

on room status on room status and requests for maintenance

service.

(a)   must know the occupancy status

of a room before attending to plumbing, heating or air-conditioning

problems. Likewise, the requests from guests for the repair of

heating, ventilation and air-conditioning units, plumbing, television

and other room furnishing are directed to the front desk.

These departments work together very closely in maintaining guest

security. Fire safety measures and emergency communication

system as well as procedures for routine investigation of guest

security concerns require the cooperation of these departments.

(a)  

The (a)   may rely on the front

office staff to act as an initial point of contact for potential employees in all

departments. It, may even ask the front office to screen job candidates. If so,

guidelines for and training in screening methods must be provided.

Some directors of human resource management depend on the (a)   to distribute application forms and other personnel-related information to

job applicants.

The (a)   describes

the activities that each

guest passes by from the

moment he/she calls to

communicate a

reservation inquiry till

he/she departs from the

hotel

The interaction between a guest and a hotel before

the guest arrives at the hotel forms the pre-arrival

phase of guest cycle.

(a)  

The functions of the front office in the (a)  

phase include

a) Processing the reservation request of the guest.

b) Creation of guest folio (in case the hotel has

received any advance payment).

c) Blocking the room for the guest.

d) Making special arrangements for the guest (if

required).

Guests have their face-to-face interaction with the hotel

staff on their arrival at the hotel. This is a crucial stage as

guests form an opinion about the standards and

services that the hotel can provide to them

(a)  

The functions of Front Office on the (a)   of a guest includes

a) Reception and welcome of the guest

b) Registration of the guest

c) Room rate and room assignment to the guest

d) Handing over the room key to the guest

e) Luggage handling of the guest by bell desk

f) f) Delivering the mails and messages that the hotel has received on behalf

of the guest.

During this stage, the guest gets a first- hand experience

of the facilities and services

offered by the hotel. These services and facilities are the

most important part of a

guest’s overall experience at a hotel.

(a)  

: The creation and maintenance of guest

accounts by the front desk cashier and the daily auditing of guest

accounts by the night auditor.

(a)  

: Locating a guest in the specific area of the hotel when he

is not in his room.

(a)  

: Providing the locker facility to guests to keep their

valuables like important documents and jewellery. Safety lockers are

located in the back office.

(a)  

: Changing the room of a guest, in case the

guest’s preference of room could not be fulfilled at the time of check-in

due to unavailability of such a room. The room can also be changed if

there is any defect in the room that requires extensive maintenance work

or in case of upgrading. Upgrading is allotting a room of a higher price

band without any extra charge from the guest.

(a)  

The functions of front office at the time of

(a)   are as follows

a) Preparation and presentation of guest bills:

b) Settlement of guest account: A guest’s account

is settled by zeroing the guest.

c) Luggage handling by bell desk.

d) Left luggage handling.

e) Warm farewell.

f) Sales and Marketing activity for future

reservation: Giving promotional

materials to guests, informing them about

upcoming offers, and making future bookings in the

same hotel or sister concerns in other cities.

Once the guest has arrived

and has made it to the front

desk clerk, the (a)  

process begins. Registration

at the front desk is normally the

first face-to-face contact the

guests make with the hotel.

The registration will terminate

when the guest has completed

the (a)   and been

assigned to a room

The (a)   simplifies the registration process. The hotel

normally collects the required guest registration data on the reservation

record created at the time of reservation.

(a)   , similar to the guest with reservation but normally

a pre-registration is required in a group arrival because they arrive often all

together. Pre-registration reduce delays at reception and form of impatient

queue at the desk. What usually happens is that reservation departments

receive a list of group names & room preferences from the group organizer

several days in advance. Staff then prepare individual registration card, and

room keys attached. The complete set is then placed in an envelop

together

with group programme and hotel promotional material. When the group

members arrive, they are directed to a separate desk, which often set up in

another room. There they are issued with their individual envelops and

asked to sign the pre prepared registration card.

(a)   will take the longest time to complete the registration

process because the hotel is incapable of performing any reservation and

or pre registration activity for this guest.

the source document that initialize the occupancy phase of the guest stay. The

card contents vary depending on the hotel.

(a)  

a guest is given a better room

at the original rate. THIS IS DONE WHEN:

- a guest complains

-guaranteed reservation but no available

rooms

(a)  

- The front office agent should check or enquire

about additional recent charges before settling the guest account before check out.

(a)  

– After enquiring about the charges, the FO

agent should post all outstanding balances to the guest folio. It is very important

task of check out because once the account is settled down no amount can be

added to guest folio

(a)  

- The front office agent should present the guest folio to the guest after all

verification and checking are completed by the assistant.

(a)  

- The front office agent should check or verify guest account information

properly before settling the guest account as zero, because any amendment or cancellation cannot be

performed once the guest account is settled by the agent during check out.

(a)  

A (a)   payment in full during check out will bring a guest account balance to zero. The FO agent should mark the folio as paid. According to front office policy sometimes may require the guest to present

a credit card at check-in to gain charge privileges.

(a)   settlement is considered as cash payment

because the funds are directly deducted from the guest account.

- Even though (a)   settlement brings a guest account to zero, the amount of

the charge must be tracked until payment is actually received from the credit card company. This creates a transfer credit on the guest folio and moves the account balance from guest ledger to city ledger.

At check out Like credit card settlement, (a)   a guest account

balance from guest ledger to city ledger. It is the hotel‘s responsibilities to collect the direct billing.

- A guest may choose to use more than one method to bring the account balance to zero. The guest may make partial cash payment and charge the remainder of the account

balance to a credit card. The front office agent should be very careful with this kind of method of

settlement.

(a)  

- After presentation of guest folio the front desk agent should

check for any these. They should be handed over to the guest before check out.

(a)  

- The guest should hand over the room keys at the front office before checking out of the hotel.

(a)  

- After completion of check out procedure of the guest, the front office staff should

update the room status from occupied to vacant status on the system. This will help the HK department for

cleaning the room as soon as possible.

(a)  

After check out of the guest, the front office staff should

call or sent a mail to the guest regarding his or her stay in the hotel. This procedure is followed to ensure the

guest will return to the same hotel for future stay.

(a)  

– Front office staff should request the

guest to complete a guest satisfaction survey.

(a)  

- After all procedure are completed the front office assistant should

create or update guest history card for future use or for future stay.

(a)  

As soon as possible after the guest has

checked-in, the (a)   is set into

motion.

– voucher

– posting machine

- the use of

POINT OF SALE (POS) into the entry is made to

the centralized computer server where the

guest folio is updated and stored. This method

is very efficient and convenient and is widely

used today in almost all the medium sized and

large hotels.

(a)  

the rate charge for the use of a guest room, either overnight or for a portion of the day

GUEST CHARGE

(a)  

Were applicable, a room or a sales tax, government task

GUEST CHARGE

(a)  

for food and beverages consumed in the dining room, banquet room, coffee shop, and from room service

GUEST CHARGE

(a)  

for drinks consumed in the cocktail lounge, or from room service

GUEST CHARGE

(a)  

for personal laundry being handled by the hotel on behalf of the guests, either done on the premise or sent out

GUEST CHARGE

(a)  

usually for dry cleaning but also mending, ironing, and so forth done by housekeeping departments

GUEST CHARGE

(a)  

– for the use of the valet parking service

GUEST CHARGE

(a)  

– for local telephone calls made from guest’s room, usually plus a

service charge.GUEST CHARGE

(a)  

– money paid out by the desk on behalf of the guest for services

rendered to him

GUEST CHARGE

(a)  

– for recreational facilities used, and other charges for which

there is no more specific classification.

GUEST CHARGE

(a)  

The process of updating the accounting menu is

achieved through a series of entries.

(a)  

– written record of a charge or credit

occasionally with guest’s signature (for instance food and

beverage service), used to inform the front office that credit

and debit must be posted to a folio.

(a)  

– Printed the details on the

voucher and the folio and kept an ongoing record on the

audit tape. At the end of a posting, the machine added the

account total and printed it on the folio.

(a)  

is the technique of planning

to achieve maximum room rates and most

profitable guests. This concept originated with the

use of yield management, a similarconcept, in

hotel management circles in the late 1980s; in fact,

yield management was borrowed from the

airline industry to assist hoteliers in becoming

better decision makers and marketers. It forced

hotel managers to develop reservation policies

that would build a profitable bottom line.

Although adoption of yield management had been

slow in the hotel industry, it offersfar- reaching

opportunities for hoteliers in the twenty-first

century in the form of (a)