Hotelfo 100911130425-phpapp01


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Hotelfo 100911130425-phpapp01

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