Front Office Operation

1. FO& The Guest: Delivering Quality
(UNIFORM OF SERVICE)
Session 3
Front Office Operations

2. Role Play S.O.P : Bell Services
Role Play S.O.P : Airport Representative

3. These slides have been adapted from:
Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1st Books Library. Upper Saddle River, New
Jersey. ISBN:0131700693
Chapter 10
Andrews, Sudhir.2013. Hotel Front Office: A Training
Manual.Mc Graw Hill Education.
ISBN: 1-25-900497-X
Chapter 15
Acknowledgement

4. LO 2 : Recognize the Standard Operating Procedure in
Front Office Department.
LO 3 : Perform the Standard Operating Procedure in Front
Office Department
Learning Objectives

5. UNIFORMED OF SERVICE
Uniform of services are an integral part of front office
operations of every hotel. It provides support to the arrivals
and departures of guests and is a continuous source of
services to guests during their stay.

6. UNIFORMED SERVICES
LARGE PROPERTY SMALL PROPERTY
Bell Services Bell Services
Doorman / Door girl
Parking Attendants
Concierge Staff
Airport Representative

7. GREETINGS
Doorman Good Morning Madame, welcome to our hotel. First time
Good Morning Mrs. Bullock, welcome back to our hotel, nice to
see you again Reguler
Bellboy
Good Morning Madame, welcome to our hotel. May I help you
bringing your luggage? First time
Good Morning Mrs. Bullock (welcome back to our hotel) nice to
see you again. May I help you bringing your luggage? Reguler
Airport
Representative
Good Morning Mr. Hill, welcome to Jakarta. My name is Fiona,
from Binus Hotel. (introduce yourself with shake the guest’s
hand).
May I help you bringing your luggage?
I will escort you to the transportation, please follow me. First time
Good Morning Mr. Hill, welcome back to Jakarta.
My name is Fiona, from Binus Hotel (introduce yourself with
shake the guest’s hand).
May I help you bringing your luggage? I will escort you to the
transportation Reguler

8. FORMS :
1. Baggage Check
2. Bellboy Errand Card
3. Bellman Control Sheet
4. Newspaper Delivery Form
5. Parking Valet form
6. Parcel/package hold for pick-up form.
7. Message Form

9. CONVERSATION (GUEST
CHECK-IN AT THE HOTEL)
Bellboy : Good Morning Madame, welcome to our hotel. May
help you bringing your luggage?
Guest : Yes please.
Bellboy : May I know your name?
Guest : My name is Bernardeth.
Bellboy : Alright Mrs. Bernadeth, this is your baggage check tag,
please keep this tag with you.
Guest : Thank you.

10. CONVERSATION (GUEST
WOULD LIKE TO KEEP THE
LUGGAGE)
Bellboy : Good Morning Sir, may I help you?
Guest : Yes, I would like to keep my luggage and my golf bag. I will take these
after my meeting.
Bellboy : May I know your name and room number?
Guest : My name is Bernard from room 1008.
Bellboy : Alright Mr. Bernad, you keep your luggage and your golf bag. This is
your baggage check tag, please bring this tag when you would like to
take your luggage.
Guest : Thank you.

11. CONCIERGE
Concierge : Good Morning Madame, may I help you?
Guest : Yes, I need information whether I can rent a car from your hotel
I need a car to be rent for tomorrow.
Bellboy : May I know your name and room number, please.
Guest : My name is Mrs. Hozokawa, rooom 6704
Concierge : Yes, we have arrangement with a professional car rental.
The rate for hourly rental is Rp 60,000.
But for half day, the rate is Rp 700,000.
Full day rental is Rp 1,300.000. The rate is already include the
gasoline, but excluding the toll fee & driver tip.
Guest :Very well. Please book a car for me for half day rental. Please charge the
bill to my room bill.
Concierge : Alright Madame, let me book a half day rental under your name and we
will charge it to your room bill: room 6704.
Guest : Thank you very much.
Concierge : My pleasure and have a nice day.

12. References
• Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1STBL. Upper Saddle River, New Jersey.
ISBN:0131700693 (Chapter 9).
• Journal : An Analysis of the Changing Roles of Hotel
Concierges
www.davidpublishing.com/davidpublishing/upfile/1/14/2014/201
4011466156977.pdf

13. Thank You
HAVE A GOOD DAY