The document outlines the key functions and operations of a hotel front office, including reservations, registration, room assignments, guest services, billing, and check-out procedures. It describes the roles of front office staff like the manager, reservation agents, and front desk attendants. It also covers important concepts like forecasting room availability, property management systems, and the stages of the guest cycle from pre-arrival to departure.

1. FRONT OFFICE
DEPARTMENT
Design By
Austin Nway Aye Maung

2. Front Office Manager
Duty Manager
Supervisor
Reception
ReservationOperator Concierge
Guest Relation
Officer
Room
Controller
Bell Captain
Bell Service
Limousine
Service
Organization Chart

3. Front office operationsThe front office
functions
1- Reservation
2- Registration
3- Room and Rate assignment
4- Guest service
5- Room status
6- Maintenance and Settlement of guest accounts.
7- Creation of guest history recordsThe front office develops and maintains a
comprehensive data base of guest information, coordinate guest service, and
ensure guest satisfaction.

4. Work shifts
The workload for the front office
employees is 48-hour weekly in most
hotels.
Day shift
7 A.M. – 3 P.M
Evening shift
3 P.M. – 11 P.M
Night shift
11 P.M. – 7 A.M

5. Job Description
Job description is list of all the
tasks that compose a work
position.
1.Outline reporting
relationships
2.Responsibilities
3.Working
conditions
4.Equipment and
materials to be used
5.Other important information specific to the
place of employees.

6. Job DescriptionTo be most effective:
• J.D. should be customized to the operational procedures of a specific lodging
property;
• J.D. should be task oriented, they should be written for a position, not for a
particular employee.
• J.D. will become date and inappropriate as work assignments change, so they
should be reviewed at least once a year for possible revision.

7. Front Desk Reservation PBX
concierges Guest Relation
Front Office
• Each of these area is important in create a positive experience for
the guest of the hotel. • Each of these area create an environmental
that will provide the highest level of guest services.

8. The duties of front office manager
1. Supervise the department ;
2. Monitor guest service;
3. Assists the room division manager in compiling information for reports;
4. Assists in the training of front office employees;
5. Prepares the daily pay roll reportVIP room assignments , and out of order
rooms report;
6. Assists the RDM in the formulation and implementation of front office policies
and procedures.

9. The duties of front office manager
7. Prepare the weekly schedule of employees;
8. Reviews and approves all room move and room rate changes;
9. Handless guest complains and follows them up to reduce future complains;
10. Assists the RDM in forecasting room availability to ensure that the optimal level
of occupancy is attained .

10. Front Desk
Open 24 hours
per day
7 day in the
week
365 days in the
year
And this is the
center of the
hotel.
to get help, register
most of their
complains

11. It is the front desk manager
function which include check-in
and check-out procedures.

12. Pre Arrival Arrival
Occupancy Departure

13. • The guest chooses the hotel during the pre-arrival stage.
• There are many factors which can affected on the choice of hotel
1.Previous experiences with the hotel.
2.Advertisements
3.Company travel policy
4.Recommendation from travel agents
5. Friends
Pre-Arrival

14. 6.Business associates
7.The hotel’s location or reputation
8.Frequent traveler programs
9.Preconceptions based upon the hotel’s name or chain
10.Room rate
11.The guest decision may be influence by the ease of making reservations.
12.How the gent describes the hotel and its facilities.

15. Proper handling of reservation is critical to
success
Creation of reservation initiates the hotel guest
cycle.
Most important outcome of the reservations
process is having a room available for the guest.
Pre-registration
Room and rate assignment
Guest folio

16. •This stage include
Registration and rooming functions
Establishes a business and legal relationship
Registration (reg.) card
A document that provides details such as the guest’s name, arrival date, rate to be paid,
departure, and other information related to the guest’s stay.
Arrival

17. Arrival
Legal benefits
Legal assurance of payment (hotel)
Legal assurance of personal safety (guest)
Five-Step Registration Process
Greeting guests
Confirming the information on registration card
Securing a form of payment
Room assignment
Issuing keys

18. The business relationship start from this
stage between the guest and the hotel
through the front office.The
responsibility of the front office staff’s.
2.Rooming
functions

19. 1- clarify the
nature of the
guest-hotel
relationship.
2- monitor the
financial
transactions
between the
hotel and the
guest.
3- the front office
staff’s should be
determine the
guest’s reservation
status before
beginning pre-
registration process.

20. 1.The hotel room type
2.Rate
3.Guest service Be able to describe them
in a positive manner.
The front office agent must be familiarTo sale successfully with

21. Gathering all the important information in
detail at the time of reservation and
registration enhances the front office ability to
satisfy special guest needs. At check out the
guest registration recorder may become the
primary data source for creating a guest
history record which record all the personal
and financial information about the hotel
guest which it can help the hotel in the
marketing and sales efforts.
Arrival Stage

22. Occupancy
Front office manages services:
Transportation
Handling guest concerns and disputes
Providing guest security
Management of safety deposit boxes
Setting wake-up calls
Supplying directions for areas within the hotel
Newspaper delivery
Routing mail and taking guest messages
Making restaurant reservations
Providing directions to local attractions
Handling luggage

23. Occupancy
Various financial transactions
 Room rate
 Other charges (with established credit)
 House limit may be established
Front office’s accounting-related tasks:
 Accurately collect and post charges to the guest “folios”
 Maintain an accurate list, by room number, of guest room occupants
 Verify accuracy of the room rates charged to guests
 Confirm the check-out dates

24. Occupancy
Bucket Check
Bucket
Term for location of actual registration cards signed by guests at check-in
Physically verifies that information on a guest’s registration card is
complete and matches that in the PMS
Helps reduce errors related to billing guest’s folio
Night audit
Reviewing for accuracy and completeness the accounting transactions
from one day to “close” that day’s sales information in preparation for
posting the transactions of the next day

25. Occupancy
Night audit
Posting appropriate room and tax rates to guest folio
Verification of accurate room status (in PMS) of all rooms
Posting any necessary adjustments/allowances to guest folios
Verification that all legitimate, non-room charges have been
posted, throughout the day, to proper guest folio
Monitoring guest account balances (e.g., guest’s credit limit)
Balancing and reconciling front desk’s cash bank
Updating and backing up electronic data maintained by front office
Producing, duplicating, and distributing all management-mandated
reports

26. occupancy stage
1. Coordinating guest service is
responsibility of the front desk among
many services.
As the center of hotel
activity
2.The front desk staff should
respond to requests in a timely and
accurate way to maximize guest
satisfaction
4. Constructive communication
between the front office and other
department/divisions with the guest.
3.The major of front office objective
to encourage repeat visits.

27. As the center of
hotel activity
6.The front office Should carefully
attend to guest concerns and try seek
a satisfactory resolution as quickly as
possible
5.The hotel must be aware about the
complains in order to resolve it.
7.Security is another primary front
office concern during occupancy
stage.
8.Variety of transactions during the
occupancy stage affect guest and
hotel financial accounts .

28. occupancy stage
Bill Posting
Room rate of the guest room is the
largest single charge in the guest
folio, and all the expenses can be
charged to a guest account as
service purchased from the hotel
restaurant, room service
department, Mini Bar, telephone
bill, transportation, gift shop, and
other revenue outlets.

29. ROOM STATUSTERMS
• Occupied
• Complimentary
• Stay-over
• On-change
• DND
• Sleep-out
• Skipper
• Sleeper
• Vacant and ready
• Out-of-order
• Lock-out
• DNCO
• Due out
• Check-out
• Late check-out

30. RoomTypes
• Single
• Double
• Triple
• Quad
• Queen
• King
• Twin
• Double-Double
• Studio
• Mini-Suite (Junior Suite)
• Suite
• Connecting rooms
• Adjoining rooms
• Adjacent rooms

31. Departure
• Settlement of guest’s bill
• Confirmation of guest’s identity
• Checking for late faxes/messages not yet delivered to guest
• Inquiring about and returning guest belongings in hotel’s safety deposit boxes
• Posting any final charges (late charges)
• Producing copy of folio for guest’s inspection
• Processing guest’s payment
• Revising room’s status in PMS to designate room as vacant

32. Non-Automated Front Office Systems
• Handwritten forms
• Reservation index cards
• Density board blocked reserved rooms
• Registration cards
• Time stamp
• Room rack -housekeeping status of each room
• Vouchers received from point-of-sale areas
• Charges handwritten to folios
• Adding machine tape attached at check-out
• Night audit cross-checked folio charges to voucher and verified settlement

33. Semi-Automated Front Office Systems
• Handwritten and machine-produced forms
• National reservation networks
• Pre-registration activities
• Density board blocked reserved rooms
• Registration cards -preprinted and multiple copies
• Room rack -housekeeping status of each room
• Vouchers received from point-of-sale areas
• Posting machines recorded charges to guest folios
• Night audit cross-checked folio charges to vouchers and verified settlement

34. Fully Automated Systems
Equipped with a software packages
Online credit authorization terminals
Electronics guest folios
Electronically posted guest accounts
Process continuous trial balances
Automatically produce bills
Create guest history records

35. Front Office Forms
Pre – arrival activities
Reservation file - A computer-based collection of reservation records
Letter of Confirmation – a written agreement form a hotel to a future guest showing
details of their reserved accommodations.
Reservation rack – rack that stores the reservation rack slips or registration card or
anticipated arrivals

36. Front Office Forms
Arrivals activities
 Registration card - a printed form for a registration record.
 Room rack - an array of metal file pockets designed to hold room rack slips
arranged by room numbers
 Room rack slips – a form that contains guest name and other relevant information,
completed during registration process and placed in a room rack slot corresponding
to the room number assigned to the guest.

37. Front Office Forms
Occupancy activities
Guest folio – a form used to chart transactions on an account assigned to an individual
person or guest
Vouchers – a detailing a transaction to be posted to a front office account, used to
communicate information from a point of sale to the front office.
Information rack slips - An alphabetic listing of registered guests with a room number
cross-reference.

38. Types ofTelephone Calls
Local
Direct-dial long-distance
Calling card
Credit card
Collect
Third-party
Person-to-person
Billed-to-room
International
Toll-free
VoIP – voice over Internet Protocol

39. Departure
• Guest service and guest account
aspects of the guest cycle, and the
final element of guest service is
processing the guest out of the hotel
and create a guest history file. •The
settlement of guest account is the
final element of guest accounting
(that is bringing the account to a zero
balance)

40. PBX system
Call accounting system
Guestroom phones
Pay phones
Pagers/cell phones
Automatic call dispensing system
Telephone/room status systems
Internet access
Call detection equipment
Telecommunications Equipment

41. Check Out
1.The guest vacates the room.
2.Receives an accurate statement of the settled account.
3.Returns the room keys
4.Leaves the hotelThe front office system automatically updates the room’s
availability status.

42. Remember
these
1.During check out the front
office staff’s should
determine whether the guest
was satisfied with the stay
and encourage the guest to
return to the hotel or the
another property in the chain.
2.More information
about the guest it can
help the management to
develop marketing
strategies to increase
business. 3. A positive impression about
the hotel: it important to for
the customers to leave the
hotel with good impression
and affect how they talk about
the hotel to the others more
over it can determining if the
guest return to the hotel in the
future or not.

43. Departure
• Property
management system
use registration records
to automatically
construct a guest history
file. • A guest history file:
is a collection of guest
history records.

44. The purpose of account settlement is collect money due the
hotel prior to guest departure, depending on the guest’s
credit arrangements.The guest will pay cash or by credit
card.
Account balances should be verified and errors corrected before the
guest leave the hotel.
May be the problem occur in the guest account settlement for
example when the charges are not posted to the guest’s account until
after the guest checks out.These charges are called late charges.
Departure

45. Property Management Systems
a hotel’s that is a property basic computer installation designed
for a variety of functions in both the back office and front office.
PMS have greatly enhanced a hotel’s ability to accept, store and
retrieve guest reservation, guest history, requests, and billing
arrangements.

46. Front Office Software Packages
Reservations management
Rooms management
Guest account management
General management

47. Reservations Management Software
Availability/forecasting
Reservation records
Reservation confirmation
Room pricing
Revenue management

48. Rooms Management Software
Room status
Registration
Room assignments
Room rate information

49. GuestAccount Management Software
Folio management
Credit monitoring
Transaction tracking

50. General Management Software
Revenue analysis
Operating statistics
Financial analysis
Guest history

51. The concept behind room inventory is
simple enough.
The simplicity of the system becomes
complicated as the vagaries of
customer contact impact the room
count.
Some guest stay an extra day or two
in spite of their original intention to
check out.
Forecasting Available Rooms

52. Two methods for forecasting room
availability, the simple unadjusted room count
and the adjusted room count.
 The unadjusted room count attempts to
compare the room available in the hotel against
anticipated stay overs and expected reservation
arrivals.
The adjusted room count, a basic information,
this room count calculation incorporates a series
of adjustment.

53. Simple Unadjusted room count Problem
Given:
A 300 room hotel had a total of 250 rooms occupied last night.
Of those 250 rooms, 150 are due to check out today. In
additional, there are 75 reservations.There are 5 rooms out of
order.
Required
Develop a simple, unadjusted room count utilizing the given
information above.

54. Solution:
Rooms available in the hotel 300
Occupied last night 250
Due to check out today 150
Equals number of stayover 100
+ today reservations + 75
Total rooms committed for today 175
Equals room available for sale 125 (5 w/OOO)
Occupancy/ forecast is 175 / 300 or 58.3%

55. An adjusted room count
Given:
A 300 room hotel had a total of 250 rooms occupied last night. Of those 250
rooms, 150 are due to check out today. In additional, there are 75
reservations for today.There are 5 rooms out of order.
Historical Adjustments
The hotel has developed the following historical adjustment
statistics: understay 6%, overstay 2%
Cancellations 2% no shown 5% and early arrival 1%
Required :
Develop a simple, unadjusted room count utilizing the given information
above.

56. Rooms available in the hotel 300
Occupied last night 250
Due to check out today 150
Understay (6% as percent of occupied last night) + 9
Overstay (2%) - 3
Equals adjusted number of room
check out today 156 → 156
Equals adjusted number of stay-overs 94 94
Today’s reservations 75
cancellation (2%) - 2
No shows ( 5%) - 4
Early Arrivals ( 1%) + 1
Equals today adjusted reservation 70 → 70
Adjusted total of room committed for sale 164
Adjusted number of room available for sale 136 ( 5ooo)
Anticipated occupancy percentage 164 / 300 or 54.66%
Solution:

57. Duties of front office personnel
• We will examine the duties of each section in the front office:
• 1.The reservation office;
• 2. Reception(the front desk);
• 3. Mail and information;
• 4.Telephone Operator;
• 5. Guest relation offices;
• 6. Front office cashier;
• 7. Business center;
• 8. Night auditor.

58. The reservation office Staff in the
reservation office include.
• The reservation manager;
• The reservation clerks.
• Duties of the reservation manager include
1.The reservation manager will be in control of the section.
2. Organize the staff duty roaster.
3. Establish and maintain high standards of work.
4. Make decision, whether bookings should be accepted or not Example: over
booking.

59. The staff in the front desk section or
(Reception) include
1.The reception manager or front desk manager
2.The reception supervisor or front desk supervisor.
3.Senior receptionists and receptionists or reception clerksagents.

60. Reception(The Front Desk)
• In general the front desk controlled by the front desk manager
• The duty of front desk manager to achieves the maximum revenue and highest
level of room occupancy possible.
• The responsibility of reception manager to monitor and motivate their staff and
maintain a high profile with the guests.
• This is helps to ensure that a quality service is being given by the front office
department in particular and the hotel in general.

61. Reception(The Front Desk)
• The responsibilities of the reception supervisor
1. Guarantee the smooth running of the front desk;
2. Organize the duty roaster;
3. Handle complains or difficult customers which a receptionist may not be able to
deal with;
4. The duty of the front desk supervisor to notification and greeting of important
guests (VIPs).
5. Monitor Next day arrivals.

62. Reception(The Front Desk)
• The responsibilities of senior receptionist is
1.The senior receptionist is in charge of each shift of staff;
2.The responsibilities of senior reception will assigning room to guests;
3.Dealing with group arrivals;
4.Handling guests’ immediate problems or queries;
5. Arrange staff meals time.
6.Preparing reports and double check the reservation figure.

63. Reception(The Front Desk)
• The responsibilities of receptionists or front desk clerks agent.
1. Prepare for the guests arrival;
2. Greet the guests when they arrival;
3. Check the guests into the hotel;
4. Assign suitable rooms and check the guests method of payment;
5. They keep a record of the status of each room in the hotel;
6. Maintain cleaning & safety of the lobby area.