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PPT Sesi 1 overview of lodging industries

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Front Office Operation

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Front Office Operations INTRODUCTION TO LODGING Session 1
Hotel Classification Front Office Department Recognizing Guests’ Basic Concern
Theseslides have been adapted from: Robert H. Woods ... [et al.].. 2007. Professional front office management. 1st Books Library. Upper Saddle River, New Jersey. ISBN:0131700693 Acknowledgement
LO 1 : Recognize the type hotel and understand guests’ needs. Learning Objectives
Lodging Industry Characteristic Emphasis on safety, cleanliness, and service. Inseparability of manufacture and sales Perishability Repetitiveness Labor intensive
Hotel Classification By Guest Room Rental Charges By Type of Guest Using the guest room
Hotel Classification by guestroom rental charges Luxury • Location resort area for vacation travelers • City center for upscale business travelers • locations that appeal to both leisure an business traveleres • Brand: Ritz Carlton, Four Seasons, St.Regis Upscale • Location: in large citites, adjacent to casinos / airport/large tourist destination. • Offer all the amenities of mid price properties (on- site gift shop, full or part time concierge, laundry and dry cleaning, recreational facilities such as tennis, golf, horse riding). • Brand : Hyatt, Westin, Sheraton, Marriott.
Hotel Classification by guestroom rental charges Mid-Price  Location: near airport, in downtown area  Facilities:A restaurant that serves three meals per day, a lounge, a swimming pool, and designated spaces for meeting rooms/functions.  Brand : InterContinental, Holiday Inn, Best Western Economy  Lodging property within the limited service segement  Offers low priced guestrooms,  Amenities other than a complimentary continental breakfast coffee service. Budget  Offer a simple, clean and safe room  Location : near destination (or on the way to it).
Hotel Classification by type of guests using them Full-Service Hotels Limited-Services Hotels Extended-Stay Hotels Convention Hotels / Conference Centers Resorts / Time Shares
Organization Chart LARGE HOTEL FO SMALL HOTEL FO MEDIUM HOTEL FO BIG HOTEL
LARGE HOTEL ORGANIZATION CHART General Manager Controller Executive Housekeeper Front Office Manager Director of Security Resident Manager PBX (Telephone Manager) Assistant FOM Reservations Manager PBX (Telephone Operators) Reservations Agents Uniformed Services Manager Manager, Front Desk Front Desk Cashiers Front Desk Agents Night Auditors Concierge Staff Door Attendants Supervisor, Bell Services Bell Services Attendant Parking Attendants Van Drivers
FO ORGANIZATION CHART FO Department in small hotel General Manager Front Office Supervisor (Manager) Front Desk Agents
FO ORGANIZATION CHART FO Department in medium hotel Front Office Department Activities Revenue Management Guest Services Reservations Management Night Audit Uniformed Services Staff Concierge Front Desk Staff
FO ORGANIZATION CHART FO Department in large hotel Front Office Supervisors Van Drivers Bell Services Attendant Front Desk Staff General Manager Front Office Manager Night Auditors
FRONT OFFICE CREDO VALUE : • The relationship between the quality and price of the product or • service. SERVICE • Process of helping guests by addressing their wants and needs • with respect and dignity in a timely manner. QUALITY • Consistent delivery of products and servies according to expected • standards.
FRONT OFFICE CREDO Recognizing Basic Concerns Businessperson Family NEEDS Clean room, safe environtment, respectful and polite from employees Clean room, safe environtment, respectful and polite from employees WANTS High-speed internet access in the room Use of business center Swimming pool Babysitting services Roll away bed
FRONT OFFICE CREDO Ritz Carlton Hotel Motto : We Are Ladies and Gentlemen Serving Ladies and Gentlemen. (The best front office employees are those who genuinely enjoy working with others (employees on their team) and helping others (theirs guests), and they treat their peers and guests with respect and dignity.
Robert H. Woods ... [et al.].. 2007. Professional front office management. 1st Books Library. Upper Saddle River, New Jersey. ISBN:0131700693 References
Thank You HAVE A GOOD DAY

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PPT Sesi 1 overview of lodging industries

  • 2. Hotel Classification Front Office Department Recognizing Guests’ Basic Concern
  • 3. Theseslides have been adapted from: Robert H. Woods ... [et al.].. 2007. Professional front office management. 1st Books Library. Upper Saddle River, New Jersey. ISBN:0131700693 Acknowledgement
  • 4. LO 1 : Recognize the type hotel and understand guests’ needs. Learning Objectives
  • 5. Lodging Industry Characteristic Emphasis on safety, cleanliness, and service. Inseparability of manufacture and sales Perishability Repetitiveness Labor intensive
  • 6. Hotel Classification By Guest Room Rental Charges By Type of Guest Using the guest room
  • 7. Hotel Classification by guestroom rental charges Luxury • Location resort area for vacation travelers • City center for upscale business travelers • locations that appeal to both leisure an business traveleres • Brand: Ritz Carlton, Four Seasons, St.Regis Upscale • Location: in large citites, adjacent to casinos / airport/large tourist destination. • Offer all the amenities of mid price properties (on- site gift shop, full or part time concierge, laundry and dry cleaning, recreational facilities such as tennis, golf, horse riding). • Brand : Hyatt, Westin, Sheraton, Marriott.
  • 8. Hotel Classification by guestroom rental charges Mid-Price  Location: near airport, in downtown area  Facilities:A restaurant that serves three meals per day, a lounge, a swimming pool, and designated spaces for meeting rooms/functions.  Brand : InterContinental, Holiday Inn, Best Western Economy  Lodging property within the limited service segement  Offers low priced guestrooms,  Amenities other than a complimentary continental breakfast coffee service. Budget  Offer a simple, clean and safe room  Location : near destination (or on the way to it).
  • 9. Hotel Classification by type of guests using them Full-Service Hotels Limited-Services Hotels Extended-Stay Hotels Convention Hotels / Conference Centers Resorts / Time Shares
  • 10. Organization Chart LARGE HOTEL FO SMALL HOTEL FO MEDIUM HOTEL FO BIG HOTEL
  • 11. LARGE HOTEL ORGANIZATION CHART General Manager Controller Executive Housekeeper Front Office Manager Director of Security Resident Manager PBX (Telephone Manager) Assistant FOM Reservations Manager PBX (Telephone Operators) Reservations Agents Uniformed Services Manager Manager, Front Desk Front Desk Cashiers Front Desk Agents Night Auditors Concierge Staff Door Attendants Supervisor, Bell Services Bell Services Attendant Parking Attendants Van Drivers
  • 12. FO ORGANIZATION CHART FO Department in small hotel General Manager Front Office Supervisor (Manager) Front Desk Agents
  • 13. FO ORGANIZATION CHART FO Department in medium hotel Front Office Department Activities Revenue Management Guest Services Reservations Management Night Audit Uniformed Services Staff Concierge Front Desk Staff
  • 14. FO ORGANIZATION CHART FO Department in large hotel Front Office Supervisors Van Drivers Bell Services Attendant Front Desk Staff General Manager Front Office Manager Night Auditors
  • 15. FRONT OFFICE CREDO VALUE : • The relationship between the quality and price of the product or • service. SERVICE • Process of helping guests by addressing their wants and needs • with respect and dignity in a timely manner. QUALITY • Consistent delivery of products and servies according to expected • standards.
  • 16. FRONT OFFICE CREDO Recognizing Basic Concerns Businessperson Family NEEDS Clean room, safe environtment, respectful and polite from employees Clean room, safe environtment, respectful and polite from employees WANTS High-speed internet access in the room Use of business center Swimming pool Babysitting services Roll away bed
  • 17. FRONT OFFICE CREDO Ritz Carlton Hotel Motto : We Are Ladies and Gentlemen Serving Ladies and Gentlemen. (The best front office employees are those who genuinely enjoy working with others (employees on their team) and helping others (theirs guests), and they treat their peers and guests with respect and dignity.
  • 18. Robert H. Woods ... [et al.].. 2007. Professional front office management. 1st Books Library. Upper Saddle River, New Jersey. ISBN:0131700693 References
  • 19. Thank You HAVE A GOOD DAY