Introduction to Hotel Front Office

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Introduction to Hotel Front Office

  1. 1. Hotel Front Office Operation BY: SHANTIMANI SATHWARA LECTURER PCTE
  2. 2. Functions of a Hotel <ul><li>Functions… </li></ul><ul><ul><li>Lodging accommodations </li></ul></ul><ul><ul><li>Revenue centers </li></ul></ul><ul><ul><li>Cost centers </li></ul></ul><ul><ul><li>Serve and enrich society </li></ul></ul><ul><ul><li>Profit for the owners </li></ul></ul>
  3. 3. The Executive Committee <ul><li>Executive Committee… </li></ul><ul><ul><li>General Manager </li></ul></ul><ul><ul><li>Human Resources & Training Manager </li></ul></ul><ul><ul><li>Food & Beverage Manager </li></ul></ul><ul><ul><li>Executive Chef </li></ul></ul><ul><ul><li>Executive House Keeper </li></ul></ul><ul><ul><li>Front Office Manager </li></ul></ul><ul><ul><li>Sales & Marketing Manager </li></ul></ul><ul><ul><li>Chief Engineer </li></ul></ul><ul><ul><li>Unit Financial Controller </li></ul></ul><ul><ul><li>Chief Security Officer </li></ul></ul>
  4. 4. Front Office <ul><li>Front Office… </li></ul><ul><ul><li>Lobby </li></ul></ul><ul><ul><li>Reception </li></ul></ul><ul><ul><li>Cashier </li></ul></ul><ul><ul><li>Reservations </li></ul></ul><ul><ul><li>Telephone Operator </li></ul></ul><ul><ul><li>Concierge </li></ul></ul><ul><ul><li>Guest services </li></ul></ul><ul><ul><li>Bell desk </li></ul></ul>
  5. 5. Basic Functions of the Front Office <ul><li>Front Office… </li></ul><ul><ul><li>Sell rooms </li></ul></ul><ul><ul><li>Maintain balanced guest accounts </li></ul></ul><ul><ul><li>Offer services such as faxes, mail, messages, travel desk, currency exchange etc. </li></ul></ul><ul><ul><li>Request/ Queries/ Complaint handling </li></ul></ul><ul><ul><li>Telephone handling </li></ul></ul>
  6. 6. Different Room Rates <ul><li>Room Rates… </li></ul><ul><ul><li>Rack rate </li></ul></ul><ul><ul><li>Corporate </li></ul></ul><ul><ul><li>Government </li></ul></ul><ul><ul><li>Privilege cards/ Membership Cards </li></ul></ul><ul><ul><li>Travel agent rates </li></ul></ul><ul><ul><li>Group rates </li></ul></ul><ul><ul><li>Promotions/ Weekend Rates </li></ul></ul><ul><ul><li>Crib Rate </li></ul></ul><ul><ul><li>Crew Rate </li></ul></ul><ul><ul><li>Day Rate </li></ul></ul>
  7. 7. Types of Rooms <ul><li>Single Room </li></ul><ul><li>Double Room </li></ul><ul><li>Twin Bedded Room </li></ul><ul><li>Interconnected Room </li></ul><ul><li>Triple Room </li></ul><ul><li>Quad </li></ul><ul><li>Double-Double Room </li></ul><ul><li>Suite </li></ul>
  8. 8. Types of Rooms ( Contd.. ) <ul><li>Studio Room </li></ul><ul><li>Cabana </li></ul><ul><li>Lanai Room </li></ul><ul><li>Parlor </li></ul><ul><li>Efficiency </li></ul><ul><li>Hospitality </li></ul><ul><li>Hollywood Living Room </li></ul><ul><li>Adjoining Rooms </li></ul>
  9. 9. Duties of a Front Office Assistant <ul><li>Front Office Assistant… </li></ul><ul><ul><ul><li>Reservations </li></ul></ul></ul><ul><ul><ul><li>Check-ins </li></ul></ul></ul><ul><ul><ul><li>Guest inquiries </li></ul></ul></ul><ul><ul><ul><li>Room changes </li></ul></ul></ul><ul><ul><ul><li>Coordinate with other departments </li></ul></ul></ul><ul><ul><ul><li>Check-outs </li></ul></ul></ul><ul><ul><ul><li>Telephone </li></ul></ul></ul><ul><ul><ul><li>Complaint Handling </li></ul></ul></ul>
  10. 10. Job Responsibilities of a Front Office Assistant <ul><li>At Reservation: </li></ul><ul><li>Promptly and Courteously handle all Reservation requests </li></ul><ul><li>Update regularly the Reservation Chart and Rack </li></ul><ul><li>Keep all Reservation Correspondence up-to-date </li></ul><ul><li>Keep Room Availability Status Board up-to-date </li></ul><ul><li>Handle amendments and cancellations of Reservation </li></ul><ul><li>Send Expected Arrival List to all concerned departments </li></ul>
  11. 11. Job Responsibilities of a Front Office Assistant (Contd..) <ul><li>At Reception: </li></ul><ul><li>Promptly and courteously welcome, register guests and assign them rooms. </li></ul><ul><li>Calculate Room Availability position and prepare room reports and occupancy statistics. </li></ul><ul><li>Update the Room Rack/ Information Rack regularly. </li></ul><ul><li>Handling complaints, requests of guests and enquiring guest satisfaction. </li></ul><ul><li>Complete pre-registration formalities. </li></ul>
  12. 12. Job Responsibilities of a Front Office Assistant (Contd..) <ul><li>At Reception (Contd..): </li></ul><ul><li>Execute government formalities regarding foreigners </li></ul><ul><li>VIP rooms checking, blocking and issue VIP Amenities voucher </li></ul><ul><li>Co-ordinate closely with Housekeeping for clearance of rooms to sell </li></ul><ul><li>Formulating policies on groups and overbooking levels in consultation with management </li></ul><ul><li>Deliver mail, messages to the guests </li></ul><ul><li>Provide safe keeping for guest valuables </li></ul>

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