Front office departments

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Front office departments

  1. 1. Welcome back … THE TOPIC TODAY IS … DEPARTMENTS IN HOTEL
  2. 2. Hotel Organizational A hotel organizational structure is a comprehensive plan by a hotel owner to define departmental activities and responsibilities. This structure brings order to every aspect of hotel operation from the front desk and room service to the human resources department. Hotel organizational structures are necessary to ensure maximum profitability from each room, restaurant and bar on a daily basis. Your hotel can run efficiently if it creates an organizational structure that is easy to understand.
  3. 3. What is the hotel work ? • To provide comfortable and safe accommodations to the public • To provide delicious food and satisfying beverages to the public • To manage people • To come in contact with the public • To make profit
  4. 4. DEPARTMENTS IN A HOTEL AS GENERALLY… • • • • • • • FRONT OFFICE DEPARTMENT HOUSEKEEPING DEPARTMENT FOOD AND BEVERAGE DEPARTMENT MARKETING DEPARTMENT ACCOUNTING DEPARTMENT ENGINEERING DEPARTMENT PERSONNEL DEPARTMENT
  5. 5. AT PRESENT WE TALK ABOUT … FRONT OFFICE DEPARTMENT WHAT ARE SECTIONS IN FRONT OFFICE DEPARTMENT ? a. Telephone Operator b. Reservation c. Reception d. Information e. Concierge f. Cashier
  6. 6. TELEPHONE OPERATOR Responsible for handling incoming or outgoing call. Greeting : ( From outside hotel ) - Swans Hotel, Good morning , May I assist you ? , What can I do for you ? , Can I help you ? ( From inside hotel ) - Operator, Good morning, May I assist you ? Offering service : A. If no answer, I’m sorry Madam/Sir. There is no answer B. If the line is busy. I’m sorry the line is busy. Would you like to leave a message ?
  7. 7. RESERVATION Handling hotel room reservation • Media a. By phone b. By fax c. By letter d. By internet e. By Personal
  8. 8. RECEPTION • In charge of receiving guests • To complete the registration process • To select room • To greet customers immediately • To verify and imprint credit card for authorization • To promptly answer the telephone • To close guest account at time of check out • To remain calm and alert • To investigate guest complaints
  9. 9. INFORMATION Giving information guests or publics require it • Hotel facilities • Public services • Important phone number • Destinations
  10. 10. CONCIERGE Handling guest luggage and other guest needs • • • • • • Check in Check out Change room Transportation Package Tour Tickets
  11. 11. CASHIER Handling payments from guest • Check out • Paid out

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