Functions of a Hotel Functions… – Lodging accommodations – Revenue centers – Cost centers – Serve and enrich society – Profit for the owners
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
Front Office Front Office… – Lobby – Reception – Cashier – Reservations – Telephone Operator – Concierge – Guest services – Bell desk
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
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
Types of Rooms Single Room Double Room Twin Bedded Room Interconnected Room Triple Room Quad Double-Double Room Suite
Types of Rooms (Contd..) Studio Room Cabana Lanai Room Parlor Efficiency Hospitality Hollywood Living Room Adjoining Rooms
Duties of aFront Office AssistantFront Office Assistant… Reservations Check-ins Guest inquiries Room changes Coordinate with other departments Check-outs Telephone Complaint Handling
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
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.
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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