Front office and House keeping Department in tourism industry

1. seminar

2. TOPIC : FRONT OFFICE
AND
HOUSEKEEPING

3. INTRODUCTION

4. FRONT OFFICE
 It may call Reception
 It is the area where visitor arrived and first encounter a staff at a place of
business
 The staff deal with the needs and enquires of visitor and put them into
contact with relevant person at the company

5. FRONT OFFICE IN A HOTEL
 It refers to front desk or reception area
 It include reservation, sales and marketing house keeping and concierge
 Guest go when their arrive
 Employee will confirm guest reservation guest complaints and queries

6. FRONT OFFICE IN A HOTEL
 The concierge, cashier, porter receptionist and mailing service are include in
front office
 The employee who work in the lobby of the hotel are also part of front office.

7. FUNCTOINS

8. ORGANISATION STRUCTURE

9. MAIN SECTIONS IN FRONT OFFICE
DEPARTMENT
RESERVATION
 It is a part of front office
 Booking made through this section
FUNCTIONS
 Book rooms in advance
 Sale of room
 Gather information from the guest

10. RECEPTION
 It located at the lobby level
 Main work is registration
FUNCTIONS
 Welcome guest
 Procedure of check in and check out
 Allocating rooms to guest
 Issuing room key to guest
 Creating guest foliols

11. TELECOMMUNICATION
 This department is responsible for all communications within and outside of
hotels
FUNCTIONS
 Guest can make local or international calls
 Charges or amount are directly posted to guest folios
 Facilities provide

12. CONCIERGE
 The staff is responsible for security, lodging and arrangements
 Provide information about city events
FUNCTIONS
 The staff provide information about tourist place
 Provide guide map
 Help to book ticket for sight seeing, reserve restaurants and book movie
ticket
 Provide or deliver messages to the guest

13. BELL DESK
 It is also important section in front office
 It deals with guest luggage and baggage
 Functions
 Co-ordinate the movement of guest luggage and baggage during Check-in and
Check-out
 Distributing daily news paper and magazines
 This department is responsible creating report for guest left luggage
procedure, scanty baggage procedure

14. HOUSEKEEPING
 It refers the management of duties and chores involved in the running of a
house hold
 It include cleaning, cooking, home maintenance, shopping, laundry and bill
pay

15. HOUSEKEEPING IN A HOTEL
 It can be considerd as hotel ambassador because of their dedication and
responsibility in maintaining hotel’s image
 Housekeeping performs deatiled work in guest rooms and hotel areas to
provide a clean and comfortable for guest
 Housekeeping work closer with front dusk operations to communicate when
rooms are clean and ready for guest occupy

16. HOUSEKEEPING IN A HOTEL
 It also responsible for other areas such as Public Rest Rooms, Convention
space and Office
 It provide laundry service

17. BASIC ACTIVITY OF HOUSEKEEPING
DEPARTMENTS
 BED MAKING
 bed making service is provided by housekeeping department to the guest
 The guest should feel comfort and relax during the stay
 Most of dulux hotel provide a special service to the guest in bed