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FRONT OFFICE SERVICES
NC II
Receive and process reservations
Operate computerized reservations system
Provide accommodation reception services
Conduct night audit
Provide club reception services
Provide concierge and bell services
Provide cashiering services
FRONT OFFICE SERVICES NC II
 BLACK BALLPEN
 PENCIL
 CALCULATOR
EXTRA PAPER
 PROPER UNIFORM
 FRONT OFFICE UNIFORM
 BLACK SHOES
WHAT TO BRING
 Demonstration/Perform the following
 Telephone/Room Reservations
 Check in Procedure
 Rooming of the Guest
 Check out Procedure
 Night Audit/Written/Calculating
Balancing
Recording of Transactions
Calculating Occupancy
Manual Posting
FRONT OFFICE SERVICES NC II
 Provide Club Services
 Oral Questioning
 https://www.youtube.com/watch?v=_xUkrGKGW00
 GREETING GUESTS
 ASKING NAME
 ASKING PREFER DATE AND NUMBER OF PAX
 OFFERING ROOM /EXPLAIN AMENITIES
 ASKING PERSONAL INFO
 ASK METHOD OF PAYMENT
 IF ITS CREDIT CARD ASK FOR CC NUMBER
 REPEAT ALL THE DETAILS
 SEND THE CONFIRMATION LETTER
 THANK THE GUESTS
RESERVATIONS
 https://www.youtube.com/watch?v=QvVOEdfEKvE
CHEK IN/CHECK OUT PROCEDURE
 https://www.youtube.com/watch?v=MRR7b9bdqeE
ESCORTING GUEST TO THE ROOM
BALANCING OF THE NIGHT AUDIT
FRONT OFFICE
CHARGES
Charge SHIFT A SHIFT B TOTAL
Laundry 1050 250
Room Service Food 660 480
Gift Shop 355 745
Minibar 3400 2200
FRONT OFFICE
PAYMENTS
Payment SHIFT A SHIFT B TOTAL
VISA Card 1200 2300
MASTERCARD 2250 1955
American Express 1500 3300
Cash 4350 1250
RESTAURANT
REVENUE
Charge Breakfast Lunch Dinner TOTAL
Food 420 360 690
Beverage 560 380 1050
RESTAURANT
PAYMENTS
Payment Breakfast Lunch Dinner TOTAL
VISA Card 4100 1500 2500
MASTERCARD 1150 2650 1280
American Express 3000 2300 1800
Cash 1890 3450 2150
COMPUTER TOTALS
FOR EACH
Department TOTAL
Room Service Food 1140
Gift Shop 1100
Laundry 1250
Minibar 4600
Restaurant Food 1470
Restaurant beverages 2260
VISA Card 11500
MASTERCARD 9285
American Express 11800
Cash 13090
 Discussion questions:

 Do all the transactions in the departments balance? If not,
which ones are out of balance?
 How will you track if there is an error?
 How will you track if there is an error?
 You must double check all the report and re compute if it is
balance.
Transaction type Source document required? Debit Or Credit
Mrs. Lim wants to pay $300.00 onto his account with his Mastercard
Manager has a supplier to lunch [ 8 guests] $440.00
The porter purchases theatre tickets for Mr & Mrs De Leon at value $55.00 each
A party of ten dines in the restaurant and pay with Cash:
 Food $200.00
 Beverages $100.00
 They leave a tip of $50.00
Mr. Pascual has left a $100 tip on her American Express card after paying her
account.
Mr & Mrs Du incurred the following charges:
 Spa $250.00
 Room service $90.00
 Room charge $215.00
Mr Romero incurred the following charges:
 Valet parking $60.00
 Accommodation $400.00
 Internet charge: $ 10.00
Transaction type Source document required? Debit Or Credit
Mrs. Lim wants to pay $300.00 onto his account with his Mastercard Credit Card Receipt Credit
Manager has a supplier to lunch [ 8 guests] $440.00 Vouchers receipt Debit
The porter purchases theatre tickets for Mr & Mrs De Leon at value $55.00 each Vouchers slip Debit
A party of ten dines in the restaurant and pay with Cash:
 Food $200.00
 Beverages $100.00
 They leave a tip of $50.00
Official receipt Credit
Mr. Pascual has left a $100 tip on her American Express card after paying her
account.
Credit card receipt / voucher slip Debit
Mr & Mrs Du incurred the following charges:
 Spa $250.00
 Room service $90.00
 Room charge $215.00
Vouchers slip Credit
Mr Romero incurred the following charges:
 Valet parking $60.00
 Accommodation $400.00
 Internet charge: $ 10.00
Vouchers slip Credit
DAY Rooms
Available
Occupancy /Rate Occupancy % TOTAL
ROOMS
REVENUE
AVERAGE
ROOM RATE
Monday 500  300 @ 100
 90 @ 80
78% 37200 95.38
Tuesday 500  245 @ 100
 100 @ 80
69%
Wednesday 500  100@ 100
 300 @ 80
80%
Thursday 500  160@ 100
 300 @ 80
92
%
Friday 500  280 @ 100
 80 @ 80
86
Saturday 500  200@ 100
 100 @ 80
60
Sunday 500  280 @ 100
 160 @ 80
88
F R O N T O F F I C E S TAT I S T I C S
D i s c u s s i o n Q u e s t i o n s :
•W h a t i s t h e h i g h e s t o c c u p a n c y p e r c e n t a g e ?
•W h i c h d a y h a s t h e h i g h e s t a v e r a g e r o o m r a t e
 questioning I
 How will you address overbooking?
 Describe an availability board
 Differentiate a guaranteed reservation from a confirm
reservation.
 What is a central reservation system?
 What is FIT?
 Name atleast four sources of reservations
 How will you handle the different forms of reservations?
 How does no show affect the hotel?
 Have you experience operating the reservation using a system?
 What are the information needed to be asked by a reservation
agent from the guest?
 What comprises product knowledge and why is its importance?
 What includes shift endorsement?
 Explain the general flow in rooming a guest?
 What are the things you may do in preparing for a group arrival?
 What are the personal safety measure to be observed in lifting
guest luggage?
 When riding an elevator, what are the things to remember?
 What do you do when guest losses luggage?
 What are some sign of intoxication to be observed?
 How will you handle an intoxicated guest?
 What are some concern to note when asking an intoxicated
patron to leave the premises?
 Describe the functions of night audit
 The role and job description of the night audit process
 The main steps of the night audit process are?
 What is the standard practice in answering the telephone?
 How do you handle guest complains?
 How does the guest greetings affect the Front Office Image?
 Discuss the methods of settlement of guest account
 What constitute the “++” sign added to the charges?
 What are the different forms of guest’s payment?
 Discuss the methods of settlement of guest account
 Cash.
 Cheques.
 Credit card.
 Company account.
 Travelers cheque.
 Voucher.

 What constitute the “++” sign added to the charges?

plus VAT and service charge

 What are the different forms of guest’s payment?
 Cash.
 Cheques.
 Credit card.
 Company account.
 Travelers cheque.
 Voucher.

 How will you adress ovebooking
 Confirm the overbooking. The first step for handling overbookings is for the hotelier
to double-check if a guest relocation is required. ...
 Determine which guests to relocate. ...
 Rebook the guests. ...
 Manage room inventory
 Double check your on-line availability
 Check your cancellations
 Overbooking means-accepting reservations beyond capacity.
 Describe an availability board-
 An availability board is a message board posted near the front desk of a hotel,
listing what services are available.
 Differentiate a guaranteed reservation from a confirm reservation –
 A guaranteed reservation means you've paid for your reservation in advance, and
the hotel must hold the room for you. A confirmed reservation means that you have
not yet paid, but the hotel agrees to hold a room for you based on some condition.
 What is a central reservation system? - It is a type of reservation software that is
used to update and maintain information of a hotel pertaining to inventory and
rates so that hotels are able to manage guest reservations and the process around
such reservations in real time.
 What is FIT? - Free Independent Traveler , clients travels without travel agencies or
tour operators
 What is the standard practice in answering the telephone?
 Answer the phone within two rings
 Multiple locations
 Smile when you talk
 The Greeting.
 Listen and be empathetic
 Own the problem.
 Don't leave them hanging.

 How do you handle guest complaints?
 Listen to the complaint. Thank the customer for bringing the matter to your attention.
 Record details of the complaint
 Get all the facts
 Discuss options for fixing the problem
 Act quickly
 Keep your promises
 Follow up

 How does the guest greetings affect the Front office Image?
 Greeting helps to form a connection between unknown people and further raises the
connection to a more personal level. A warm and sincere greeting can help you go
through the guest's most rigid defensive walls without getting a negative response.
 Describe the function of night audit
 To verify the accuracy and completeness of guest and non -guest records. But it also
helps to carry out the following additional functions: Verifying entries of guest and
non-guest accounts. Balancing all front office accounts.
 The role and job description of the night audit process
 A night auditor is responsible for the overnight audit process and accounting
functions such as daily reporting of revenues and accounts payables, transaction
audits and verifications, and preparation of final statements for the next day's
check-outs. They may also perform reception duties for late -night guests.
 The main steps of the night audit process are?
 Complete outstanding posting.
 Reconcile room status discrepancies.
 Verify room rates.
 Balance all departmental accounts.
 Verify no-show reservations.
 Post room rates and taxes.
 Prepare reports.
 Prepare cash receipts for deposit


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FOS-LESSON.pptx

  • 2. Receive and process reservations Operate computerized reservations system Provide accommodation reception services Conduct night audit Provide club reception services Provide concierge and bell services Provide cashiering services FRONT OFFICE SERVICES NC II
  • 3.  BLACK BALLPEN  PENCIL  CALCULATOR EXTRA PAPER  PROPER UNIFORM  FRONT OFFICE UNIFORM  BLACK SHOES WHAT TO BRING
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  • 5.  Demonstration/Perform the following  Telephone/Room Reservations  Check in Procedure  Rooming of the Guest  Check out Procedure  Night Audit/Written/Calculating Balancing Recording of Transactions Calculating Occupancy Manual Posting FRONT OFFICE SERVICES NC II
  • 6.  Provide Club Services  Oral Questioning
  • 7.  https://www.youtube.com/watch?v=_xUkrGKGW00  GREETING GUESTS  ASKING NAME  ASKING PREFER DATE AND NUMBER OF PAX  OFFERING ROOM /EXPLAIN AMENITIES  ASKING PERSONAL INFO  ASK METHOD OF PAYMENT  IF ITS CREDIT CARD ASK FOR CC NUMBER  REPEAT ALL THE DETAILS  SEND THE CONFIRMATION LETTER  THANK THE GUESTS RESERVATIONS
  • 10. BALANCING OF THE NIGHT AUDIT FRONT OFFICE CHARGES Charge SHIFT A SHIFT B TOTAL Laundry 1050 250 Room Service Food 660 480 Gift Shop 355 745 Minibar 3400 2200
  • 11. FRONT OFFICE PAYMENTS Payment SHIFT A SHIFT B TOTAL VISA Card 1200 2300 MASTERCARD 2250 1955 American Express 1500 3300 Cash 4350 1250
  • 12. RESTAURANT REVENUE Charge Breakfast Lunch Dinner TOTAL Food 420 360 690 Beverage 560 380 1050
  • 13. RESTAURANT PAYMENTS Payment Breakfast Lunch Dinner TOTAL VISA Card 4100 1500 2500 MASTERCARD 1150 2650 1280 American Express 3000 2300 1800 Cash 1890 3450 2150
  • 14. COMPUTER TOTALS FOR EACH Department TOTAL Room Service Food 1140 Gift Shop 1100 Laundry 1250 Minibar 4600 Restaurant Food 1470 Restaurant beverages 2260 VISA Card 11500 MASTERCARD 9285 American Express 11800 Cash 13090
  • 15.  Discussion questions:   Do all the transactions in the departments balance? If not, which ones are out of balance?  How will you track if there is an error?
  • 16.  How will you track if there is an error?  You must double check all the report and re compute if it is balance.
  • 17. Transaction type Source document required? Debit Or Credit Mrs. Lim wants to pay $300.00 onto his account with his Mastercard Manager has a supplier to lunch [ 8 guests] $440.00 The porter purchases theatre tickets for Mr & Mrs De Leon at value $55.00 each A party of ten dines in the restaurant and pay with Cash:  Food $200.00  Beverages $100.00  They leave a tip of $50.00 Mr. Pascual has left a $100 tip on her American Express card after paying her account. Mr & Mrs Du incurred the following charges:  Spa $250.00  Room service $90.00  Room charge $215.00 Mr Romero incurred the following charges:  Valet parking $60.00  Accommodation $400.00  Internet charge: $ 10.00
  • 18. Transaction type Source document required? Debit Or Credit Mrs. Lim wants to pay $300.00 onto his account with his Mastercard Credit Card Receipt Credit Manager has a supplier to lunch [ 8 guests] $440.00 Vouchers receipt Debit The porter purchases theatre tickets for Mr & Mrs De Leon at value $55.00 each Vouchers slip Debit A party of ten dines in the restaurant and pay with Cash:  Food $200.00  Beverages $100.00  They leave a tip of $50.00 Official receipt Credit Mr. Pascual has left a $100 tip on her American Express card after paying her account. Credit card receipt / voucher slip Debit Mr & Mrs Du incurred the following charges:  Spa $250.00  Room service $90.00  Room charge $215.00 Vouchers slip Credit Mr Romero incurred the following charges:  Valet parking $60.00  Accommodation $400.00  Internet charge: $ 10.00 Vouchers slip Credit
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  • 24. DAY Rooms Available Occupancy /Rate Occupancy % TOTAL ROOMS REVENUE AVERAGE ROOM RATE Monday 500  300 @ 100  90 @ 80 78% 37200 95.38 Tuesday 500  245 @ 100  100 @ 80 69% Wednesday 500  100@ 100  300 @ 80 80% Thursday 500  160@ 100  300 @ 80 92 % Friday 500  280 @ 100  80 @ 80 86 Saturday 500  200@ 100  100 @ 80 60 Sunday 500  280 @ 100  160 @ 80 88 F R O N T O F F I C E S TAT I S T I C S D i s c u s s i o n Q u e s t i o n s : •W h a t i s t h e h i g h e s t o c c u p a n c y p e r c e n t a g e ? •W h i c h d a y h a s t h e h i g h e s t a v e r a g e r o o m r a t e
  • 25.  questioning I  How will you address overbooking?  Describe an availability board  Differentiate a guaranteed reservation from a confirm reservation.  What is a central reservation system?  What is FIT?  Name atleast four sources of reservations  How will you handle the different forms of reservations?  How does no show affect the hotel?  Have you experience operating the reservation using a system?  What are the information needed to be asked by a reservation agent from the guest?
  • 26.  What comprises product knowledge and why is its importance?  What includes shift endorsement?  Explain the general flow in rooming a guest?  What are the things you may do in preparing for a group arrival?  What are the personal safety measure to be observed in lifting guest luggage?  When riding an elevator, what are the things to remember?  What do you do when guest losses luggage?  What are some sign of intoxication to be observed?  How will you handle an intoxicated guest?  What are some concern to note when asking an intoxicated patron to leave the premises?
  • 27.  Describe the functions of night audit  The role and job description of the night audit process  The main steps of the night audit process are?  What is the standard practice in answering the telephone?  How do you handle guest complains?  How does the guest greetings affect the Front Office Image?  Discuss the methods of settlement of guest account  What constitute the “++” sign added to the charges?  What are the different forms of guest’s payment?
  • 28.  Discuss the methods of settlement of guest account  Cash.  Cheques.  Credit card.  Company account.  Travelers cheque.  Voucher.   What constitute the “++” sign added to the charges?  plus VAT and service charge   What are the different forms of guest’s payment?  Cash.  Cheques.  Credit card.  Company account.  Travelers cheque.  Voucher. 
  • 29.  How will you adress ovebooking  Confirm the overbooking. The first step for handling overbookings is for the hotelier to double-check if a guest relocation is required. ...  Determine which guests to relocate. ...  Rebook the guests. ...  Manage room inventory  Double check your on-line availability  Check your cancellations  Overbooking means-accepting reservations beyond capacity.  Describe an availability board-  An availability board is a message board posted near the front desk of a hotel, listing what services are available.  Differentiate a guaranteed reservation from a confirm reservation –  A guaranteed reservation means you've paid for your reservation in advance, and the hotel must hold the room for you. A confirmed reservation means that you have not yet paid, but the hotel agrees to hold a room for you based on some condition.  What is a central reservation system? - It is a type of reservation software that is used to update and maintain information of a hotel pertaining to inventory and rates so that hotels are able to manage guest reservations and the process around such reservations in real time.  What is FIT? - Free Independent Traveler , clients travels without travel agencies or tour operators
  • 30.  What is the standard practice in answering the telephone?  Answer the phone within two rings  Multiple locations  Smile when you talk  The Greeting.  Listen and be empathetic  Own the problem.  Don't leave them hanging.   How do you handle guest complaints?  Listen to the complaint. Thank the customer for bringing the matter to your attention.  Record details of the complaint  Get all the facts  Discuss options for fixing the problem  Act quickly  Keep your promises  Follow up   How does the guest greetings affect the Front office Image?  Greeting helps to form a connection between unknown people and further raises the connection to a more personal level. A warm and sincere greeting can help you go through the guest's most rigid defensive walls without getting a negative response.
  • 31.  Describe the function of night audit  To verify the accuracy and completeness of guest and non -guest records. But it also helps to carry out the following additional functions: Verifying entries of guest and non-guest accounts. Balancing all front office accounts.  The role and job description of the night audit process  A night auditor is responsible for the overnight audit process and accounting functions such as daily reporting of revenues and accounts payables, transaction audits and verifications, and preparation of final statements for the next day's check-outs. They may also perform reception duties for late -night guests.  The main steps of the night audit process are?  Complete outstanding posting.  Reconcile room status discrepancies.  Verify room rates.  Balance all departmental accounts.  Verify no-show reservations.  Post room rates and taxes.  Prepare reports.  Prepare cash receipts for deposit 