Chapter 2 front office practice

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Chapter 2 front office practice

  1. 1. CHAPTER 2 1
  2. 2. CHAPTER FOCUS POINT Role of Front Office department with  Housekeeping department  Food and beverages department  Account department  Sales and Marketing department  Security department  Maintenance department  Sport and recreation centre  Customer service department 2
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  4. 4. INTERDEPARTMENTAL COMMUNICATION  Interdepartmental communication is important in front office department  The front office department plays a pivotal role in delivering quality services to guest  The front office department communicates guest’s requirement to other departments  Thus, in order to ensure guest stay is satisfactory or their visit is a pleasant one, effective interdepartmental communications is vital. 4
  5. 5. INTERDEPARTMENTAL COMMUNICATION THE FRONT OFFICE DAPARTMENT WITH OTHER DEPARTMENT Housekeeping department Food and beverages department Account department Sales and Marketing department Security department Maintenance department Sport and recreation centre Customer service department INTERDEPARTMENTAL COMMUNICATION 5
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  7. 7. THE ROLE OF FRONT OFFICE DEPARTMENT WITH HOUSEKEEPING DEPARTMENT  As room generates maximum revenue for hotels, the information about the room status should be updated correctly and frequently  The front office department must closely coordinate on the room status.  The housekeeping department prepares an occupancy report which is sent to the front office department  The report must be tallied with room status records of front desk. 7
  8. 8.  The room status report help to: a) update room status b) Find sleepers c) Know the exact house count d) Charge the guest if any extra person has occupied the room e) Coordinate the guest room charge THE ROLE OF FRONT OFFICE DEPARTMENT WITH HOUSEKEEPING DEPARTMENT 8
  9. 9.  Security concerns - the housekeeping department should inform the front office about any unusual circumstances that may indicate a violation of security for the hotel guests.  Special arrangement - guests may request for additional or special amenities during their stay - front desk should be immediately conveyed to the housekeeping department. THE ROLE OF FRONT OFFICE DEPARTMENT WITH HOUSEKEEPING DEPARTMENT 9
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  11. 11.  The front office department inform the food and beverages department about the arrival and departure of the guest  It help food and beverages department to plan their work schedule and staff requirement  It also notified the food and beverages department about special food arrangement and parties.  Other than that, food and beverage department needs front office staff to provide information to guests about operating hours, menu and location in the property. THE ROLE OF FRONT OFFICE DEPARTMENT WITH F&B DEPARTMENT 11
  12. 12.  Besides that, front desk sends to food and beverages department information about: - setting up bars in VIP rooms - Special arrangement like fruit basket etc. - in-house and expected VIP’s and corporate guests - in-house and expected groups - in-house and expected crews - groups and guests with booking of special meal plans. THE ROLE OF FRONT OFFICE DEPARTMENT WITH F&B DEPARTMENT 12
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  14. 14.  Accounts department is an important support department for the front office since a large number of transactions with guests happen at the front desk everyday.  During the guest stay, they use hotel facilities such as bedrooms, restaurant, laundry and room service. Charges will be made for the services and facilities that the guest uses. All transactions will be recorded by the cashier at the front desk. THE ROLE OF FRONT OFFICE DEPARTMENT WITH ACCOUNT DEPARTMENT 14
  15. 15.  The night auditor provides a daily summary of financial transactions to account department.  It will helps account department to make budgets and to allocate resources for the current financial period.  The front desk also provide the financial data for billing and maintenance of credit card ledgers THE ROLE OF FRONT OFFICE DEPARTMENT WITH ACCOUNT DEPARTMENT 15
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  17. 17.  Front office can benefit from all the activities carried by sales and marketing and public relation because it can increase their room sales.  Marketing strategies made by the sales and marketing department depend on the guest history record by the front office. This history record of frequent and corporate guest is needed so as to create an effective promotion approach to past and potential guests. THE ROLE OF FRONT OFFICE DEPARTMENT WITH SALES AND MARKETING DEPARTMENT 17
  18. 18.  The sales and marketing executives may have to check the availability of rooms, three (3) months, six (6) months or even twelve(12) months in future to devise marketing strategies for off season period.  This information helps sales and marketing department to sell hotel product by making promotion such as rooms with meal and entertainment, all in one package. THE ROLE OF FRONT OFFICE DEPARTMENT WITH SALES AND MARKETING DEPARTMENT 18
  19. 19.  The front office department coordinate with sales and marketing department in term of: - guest histories - room reservation records - current room availability status - group, corporate and crew bookings - setting the transient and bulk room sales THE ROLE OF FRONT OFFICE DEPARTMENT WITH SALES AND MARKETING DEPARTMENT 19
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  21. 21.  Front office handles large amount of cash and guest assets. Security department provides protection for guests, hotel staff and properties.  The security department provides surveillance and access control for the public area such as the lobby area located near the front desk and guest rooms.  Surveillance is normally done through hidden circuit camera and positioning security guards at various hotel entrances. THE ROLE OF FRONT OFFICE DEPARTMENT WITH SECURITY DEPARTMENT 21
  22. 22.  Securing access to guestrooms using electronic door locking system operates through a master control console at the front desk which is wired to every guest room door.  Improved security by the security department can reduce criminal threat from outside. The security staff will also handle all criminal acts caused by the guest or staff. THE ROLE OF FRONT OFFICE DEPARTMENT WITH SECURITY DEPARTMENT 22
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  24. 24.  Front office department will handle various complaints from the guest and staff of the hotel. Thus, front office department and maintenance communicate on requests for maintenance service and room status.  Most complaints are related with problems regarding poor heating or cooling, faulty plumbing, noisy equipment and broken furniture. All reports will be recorded at the front desk log book for repair work order. THE ROLE OF FRONT OFFICE DEPARTMENT WITH MAINTENANCE DEPARTMENT 24
  25. 25.  Maintenance is responsible for maintaining the appearance of the exterior and interior of the hotel and also responsible for swimming pool sanitation.  Front desk staffs are responsible to monitor the log book so that the problems will be review by the maintenance personnel. Failing to do so will make the room unsalable and also make the guest dissatisfied with the hotel services. This will cause lost of revenue. Maintenance help to minimize this loses through repairing all rooms that need fixing. THE ROLE OF FRONT OFFICE DEPARTMENT WITH MAINTENANCE DEPARTMENT 25
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  27. 27.  Guest who wants to used sport and recreation facilities will makes booking to the front desk.  Front desk will liaison sport and recreational department to inform the requests.  Other than that, sport and recreation department needs front office staff to provide information to guests about operating hours, sport and recreation facilities available and location in the property. THE ROLE OF FRONT OFFICE DEPARTMENT WITH SPORT AND RECREATION CENTRE 27
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  29. 29.  Normally, customer service department consist of concierge, bell desk and valet parking.  Concierge will give information to the front desk when ask by the guest.  Concierge also will become a personal helper to the VIP  Front desk will inform concierge to handle about the guest request such theater ticket, tours, entertainment etc THE ROLE OF FRONT OFFICE DEPARTMENT WITH CUSTOMER SERVICE DEPARTMENT 29
  30. 30.  Front desk will communicate to bell desk to handle the guest luggage at the time of arrival and departure, escorting guests to their rooms on arrival , posting the guest mail and etc.  Guest in the hotel who are charged for parking service will have this amount charged to their account.  The parking garage manager/valet parking will prepared a daily report of parking service and send to front office department for updating in guest account. THE ROLE OF FRONT OFFICE DEPARTMENT WITH CUSTOMER SERVICE DEPARTMENT 30

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