13341345 3 Front Office Accommodation Product And Hotel Guest


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13341345 3 Front Office Accommodation Product And Hotel Guest

  1. 1. Front Office Operations Accommodation Product and Hotel Guest Amenities
  2. 2. Rooms Division Front Office Department Housekeeping Department PABX or PBX / Telephone Department Laundry Department Concierge/Bell Service Department /Porter Service
  3. 3. F.O. OperationsReservationsRegistrationsRoom and rates assignmentGuest ServicesRoom StatusMaintenance and settlement of guest accounts as well as city ledgerCreation of guest history by using guest history cardex
  4. 4. ReservationsAvailability of toll free telephone numbersDirect telephone callsHotel sales representativesTravel agenciesTelex/FaxE-mailsProperty networks
  5. 5. PABX DepartmentPABX- hotel switchboard or private branch exchangeAnswering and distributing callsMonitor wake up callsCoordinate all the emergency callsProtect privacy of the guests
  6. 6. FRONT OF THE HOUSESet proper service standardsEnhance hotel’s imageMake lasting impression
  7. 7. Personal Traits of F.O.StaffReports on timeWith positive attitudeMatureMaintains control and composureSmiles readilyPleasant, cordial and a people person
  8. 8. Personal Traits of F.O.StaffWith sense of humorSmartCreativeWith good listening skillsFlexibleInnovativeA team playerWith eye for detail
  9. 9. SKILLSWith practical skills, knowledge and aptitudeMathematical skills (for cashiering and accounting tasks)Keyboarding (recordkeeping and computer operation)
  10. 10. Good GroomingDress appropriatelyObserve proper groomingUse minimum jewelryNeat and always presentable
  11. 11. F.O. Staff1. Uniformed Service departmentBell AttendantDoor AttendantValet Parking AttendantTransportation PersonnelConcierge
  12. 12. F.O. Staff2. Front Desk Receptionist Front Desk Agent Cashier Mail and information clerk
  13. 13. Front Desk Agents/Clerks
  14. 14. Reservations DepartmentReservation Manager
  15. 15. Telephone Operator
  16. 16. Receptionist
  17. 17. Bellman/ Bellboy/Bellhop Palm GardenRaffles Singapore
  18. 18. Doorman
  19. 19. Hotel Concierge  
  20. 20. AccommodationProductOne of the main products provided by a hotelOne of the largest sources of incomeA guest purchasing accommodation also receives other facilities and benefits such as ambience, décorations and security
  21. 21. Types of guest roomsHotel guest rooms canbe classified as:The number and size of bedsDécor, Room size and ViewSpecial types of accommodation for particular types of guests Executive floor for business executives and presidential suites for VIPs
  22. 22. Number and size of bedsTypes of No. of No ofroom beds people/room Single 1 1 Twin 2 2 Double 1 2 Queen 1 2 King 1 2
  23. 23. Décor, Room size and View Type Size (2m) View Examples Décorations Standard single 23.5 Garden view Pine furniture Superior double 23.5 Sea view Pine furniture Deluxe twin 28.6 Sea view Rosewood furniture Deluxe double 28.6 Sea view Rosewood furniture Suite 105.9 Sea view Antique furniture
  24. 24. Executive Floors andPresidential SuitesThe Executive Floors Separate check-in procedures Meeting-room facilities Internet / Broadband service Separate breakfast room and bar areas
  25. 25. Executive floors andpresidential suitesNon-smoking floors Awareness of health consciousWomen-only floors With sense of securityPresidential suites Target up-market or wealthy clientele, and VIPs
  26. 26. Room Rack Rate / Full Rate Normal standard rate for the room with no meals included Corporate / Commercial rate Rate agreed between a company and hotel for all individual room reservations Group rate Rate agreed between travel agent and hotel for group room reservations
  27. 27. Room Rates IT rate Rate agreed between travel agent and hotel for all individual room reservations Crew rate Rate agreed between airline and hotel for their airline crew room reservations
  28. 28. Hotel Brochures andTariffs Sales and marketing tools Help to sell the accommodation food and beverage, facilities and services of a hotel Tariffs are usually printed separately as an insert
  29. 29. Types of hotel guest Hotel guests can be classified according to their: Purpose of visit Group size Origin
  30. 30. Purpose of visit 1) Pleasure (Leisure) travelers  Known as tourists  Sightseeing or entertainment  Highly seasonal  Attracted by special festivals, sports or cultural events  Price-sensitive
  31. 31. Pleasure travelers Domestic tourists Week-ends, special functions &activities Foreign independent travelers (FITs) Require accommodation only Group inclusive tours (GITs) Packaged tours & lower expenditure Special interest tours (SITs) Shopping purposes, golf tour
  32. 32. Purpose of visit1) Business travelers  Carrying out business  Largest sources of demand for accommodation  Types of business traveler Individual business travelers Corporate business travelers Conference participants
  33. 33. Group size Independent traveler Travels alone For business or pleasure Group booking Book through travel agent Travel agent acts as a representative Receives commission
  34. 34. OriginLocalForeign travelers
  35. 35. Selection of a hotelAdvertisementsRecommendations (words of mouth)Location of a hotelPricingPreconceptions of a hotel
  36. 36. Guests and their needsBusiness traveler Ease in making a reservation Quick check-in Reliable and comfortable product Discreet meeting places (lounges, conference rooms) Early breakfast and quick check-out
  37. 37. FUNCTIONS of FrontOfficeSell guestrooms, register guests and assign roomsProcess future room reservations, when there is no reservation department or when it is closedCoordinate guest servicesProvide information about the hotel, community, attractions or events
  38. 38. Functions of F.O.Maintain accurate room status informationMaintain guest accounts and monitor credit limitsProduce guest account statements and complete proper financial settlement
  39. 39. Guests and their needsTourist Friendly front office staff Budget accommodation Convenient location
  40. 40. Room Status TerminologiesOccupied: A guest is currently registered to the room.Complimentary: The room is occupied, but the guest is assessed no charge for its use.Stayover: The guest is not expected to check out today and will remain at least one more night.On-change: The guest has departed, but the room has not yet been cleaned and readied for re-sale.Do Not Disturb: The guest has requested not to be disturbed.
  41. 41. Room StatusTerminologies Sleep-out: A guest is registered to the room, but the bed has not been used. Skipper: The guest has left the hotel without making arrangements to settle his or her account. Sleeper: The guest has settled his or her account and left the hotel, but the front office staff has failed to properly update the room’s status. Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest. Out-of-order: The room cannot be assigned to a guest. A room may be out-of-order for a variety of reasons including the need for maintenance, refurbishing, and extensive cleaning
  42. 42. Room Status Terminologies Lockout: The room has been locked so that the guest cannot re-enter until a hotel official clears him or her. DNCO (Did Not Check Out): The guest made arrangements to settle his or her account (and thus is not a skipper), but has left without informing the front office. Due out: The room is expected to become vacant after the following day’s checkout time. Checkout: The guest has settled his or her account, returned the room keys, and left the hotel. Late Check-out: The guest has requested and is being allowed to check out later than the hotel’s standard check-out time. 
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