Front office Services Guest Cycle

1. TECHNOLOGY AND
LIVELIHOOD EDUCATION 8

6. Different types of Front Office Job
Hotel receptionist.
Receptionist.
Appointment coordinator.
Scheduling coordinator.
Office clerk.
Front desk clerk and night auditor.
Office coordinator.
Secretary.

7. Front Office Services

8. The operational function of the Front Office Department:
Guest Registration: Does all guest registration-related activities like Check-in, room assignment,
welcoming, room rate etc.
Guest Service: Fulfils any Guest Services related activities.
Guest History and records: Creates and maintains a guest profile, history, likes and dislikes, collect
feedback etc.
Guest Database: Develops & maintains a Comprehensive Database of Guest Information
Updates Room Status: responsible to update the correct room status like CI, CO, DNCO, DND etc.
Reservation: This section is responsible in registering the room reservation from various sources, with
recordings, filing of reservation records, and revise on the appropriate time to make sure that guests
would have their rooms upon entering the hotel.

9. Postage and Parcels: This section is to facilitate guests pertaining to the posting of letters, telegrams,
and parcels.
Telephone: This section is to facilitate guests pertaining to the telephone both internally and externally,
and to wake guests up in the morning upon request.
Finance and Foreign Exchange: This section relates with the Accounting Department, through the
collection from guests through their services, and also give the foreign exchange service.
Inquiry: This section is to answer questions and inquiries of guests. Therefore, this section would have
to be alert with all the movements of the hotel.
Bell Desk and Concierge: Provide all services related to Bell desk and Concierge.

10. Staffing the Front
Office Department

11. In order to carry out its mission, goals and
objectives, every company shall build a
formal structure depicting different hierarchy
of management, supervision, and employee
(staff) levels. This very structure is referred to
as an organization chart.
Moreover, the organization chart shows
reporting relationships, the span of
management, and staff/line functions.

13. Typical Staff
positions under the
Rooms Division
Department:

14. • Front Desk Agent:
Registers guests, and maintains
room availability information.

15. • Cashier:
Maintains and settles guest
folios, and properly checks out
guests.

16. • Night Auditor:
Controls the job of the Accounts
Receivable Clerk, and prepares
daily reports to management (ex:
Occupancy Report and Revenue
Report).

17. • Mail & Information Clerk:
Takes Messages, provides
Directions to Guests, and
maintains Mail.

18. • Telephone Operator:
Manages the Switchboard and
coordinatesWake-up Calls.

19. • Uniformed Service Agent:
Handles Guest Luggage, escorts
Guests to their Rooms, and
assists guests for any bit of
information requested.

20. Guest Cycle

21. Guest cycle describes the customer
journey. It starts with a research phase,
in which the potential guests compare
different hotels and make a selection.
The next step in the guest cycle is the
booking stage, which confirms the
guest's stay and is usually accomplished
online or over the phone. Other pre-
arrival interactions may include
booking reminders or modifications.

22. Once guests arrive, they may interact
with parking valets or baggage
attendants before arriving at the front
desk to check in. Then, they go to their
rooms and commence the occupancy
stage. At this time, they may request
forgotten items, such as toothbrushes,
order room service, or make inquiries
about local attractions and amenities.

23. Occupancy ends at check-out, but the
guests may still be assisted by hotel
staff in hiring a taxi or moving their
luggage to the parking lot. Finally, the
post-stay stage could include the guest
writing a review about the hotel or
making a decision to stay there again –
or not.

24. Front Office
Operations and
the Guest Cycle

25. The front office serves as the guests'
primary liaison throughout the guest
cycle. If guests have questions during
the research phase, they call the front
office. When they're ready to book,
they call the front office. The front
office staff can demonstrate their
efficiency and friendliness through
these phone calls, thereby ensuring the
guests feel good about their decision to
stay well before their arrival.

26. When the guests arrive, the front office
has another chance to wow them with
quick (but not rushed) and courteous
service. The front office staff can
establish a friendly repertoire while
informing the guest of the different
services and amenities available at the
hotel.

27. The guests should not walk away
feeling that any inquiries or requests
are burdensome to the front office.
Instead, the front office staff should
always appear eager and happy to help
so that any problems occurring in the
occupancy stage are quickly brought to
their attention and remedied.

28. The brief check-out process also gives
the front office one last opportunity to
make sure the guests feel well cared
for. For example, the staff can ask if the
guest needs any assistance with
luggage or transportation. It's also an
excellent time to remind guests to
leave a review, which can prove crucial
toward attracting additional guests still
in the research stage.