1. HOTEL
A hotel is an establishment that
provides lodging paid on a short-term basis.
The provision of basic accommodation, in
times past, consisting only of a room with a
bed, a cupboard, a small table and a
washstand has largely been replaced by rooms
with modern facilities, including bathrooms
and air conditioning or climate control.
2. Cont……..
Additional common features found in hotel
rooms are a telephone, an alarm clock, a
television, a safe, a mini-bar with snack foods and
drinks, and facilities for making tea and coffee.
Luxury features include bathrobes and slippers, a
pillow menu, twin-sink vanities, and Jacuzzi
bathtubs. Larger hotels may provide additional
guest facilities such as a swimming pool, fitness
center, business center, childcare, conference
facilities and social function services.
3. Introduction
The FRONT OFFICE is the nerve center of a hotel. Members
of the front-office staff welcome the guests, carry their luggage, help
them register, give them their room keys and mail, answer questions
about the activities in the hotel and surrounding area, and finally check
them out. In fact, the only direct contact most guests have with hotel
employees, other than in the restaurants, is with members of the front-office
staff.
4. Front Office
• Sell guestrooms; register guests and design
guestrooms
• Coordinate guest services
• Provide information
• Maintain accurate room statistics, and room key
inventories
• Maintain guest account statements and complete
proper financial settlements
5. CONT…..
• The front office functions can be divided into
five general areas:
1. Reception
2. Bell service
3. Mail and information
4. Concierge
5. Cashiers and night auditors
6.
7. Front Office Terminologies
• All-suite – A level of service provided by a hotel for a
guest who will desire an at home atmosphere.
• Amenities – Personal toiletry items such as shampoo,
toothpaste, mouthwash and electrical equipment.
• American plan – A room rate that includes meals,
usually breakfast and evening meal as well as room
rental in the room rate.
• Average Daily Rate ( ADR ) – A measure of the hotel
staff’s ability to sell available room rates.
• Arrival – time that an guest registers in to the hotel.
8. Cont…….
• Banquet sheet – a listing of the details of an
event at which food and beverage are served.
• Blocking on the horizon – Reserving guest
rooms in the distant future.
• Blocking procedure – Process of reserving a
room on a specific day.
• Bell desk – desk in the hotel lobby where all
boys are positioned and may be contacted.
9. Cont..
• Check in -arrival of a guest who has
registered at the reception.
• Check out – departure of a guest who has
settled his bills.
• Concierge – A person who provides an endless
array of information on entertainment, sports,
amusement, transportation, tours, church
services and babysitting in a particular city or
town.
10. Cont……
• Daily blocking – assigning guests to their
particular rooms on a daily basis.
• Daily sales report – A financial activity report
produced by a department in a hotel that
reflects daily sales activities with
accompanying cash register tapes or point-of-sales
audit tapes.
• Departure – time when resident leaves the
hotel
11. Cont….
• FIT- Free Individual Traveler
• Folio – A guest’s record of charges and
payment.
• Guest rack –whitney rack at information
where guest names are racked alphabetically
12. Cont…
• Guest Folio – A form imprinted with the hotel’s
logo and control number and allowing space for
room number, guest identification, date in and
date out, and room rate in the upper left-hand
corner; it allows for guest charges to be imprinted
with PMS and is filed in room number sequence.
• Guest supplies – Commonly referred to as guest
amenities or personal toiletries; care items such
as small bottles of shampoo, hair conditioner,
lotion, soap, mouthwash, shoeshine cloth,
mending kit etc.
13. Cont…
• Lettable rooms – rooms available for sale.
• Left laggage
• Lobby : Common lounge for all resident and non
resident guests.
• Lost and Found
• Occupancy – number of rooms sold to the total
• Pax – persons
• Paging
14. Cont…
• Registration – formality at arrival of guest
• Scanty baggage
• Skipper
• Walk in
• Wake call
