2. Rooms Division
Front Office Department
Housekeeping Department
PABX or PBX / Telephone Department
Laundry Department
Concierge/Bell Service Department /Porter
Service
3. F.O. Operations
Reservations
Registrations
Room and rates assignment
Guest Services
Room Status
Maintenance and settlement of guest
accounts as well as city ledger
Creation of guest history by using guest
history cardex
5. PABX Department
PABX- hotel switchboard or private
branch exchange
Answering and distributing calls
Monitor wake up calls
Coordinate all the emergency calls
Protect privacy of the guests
6. FRONT OF THE HOUSE
Set proper service standards
Enhance hotel’s image
Make lasting impression
7. Personal Traits of F.O.
Staff
Reports on time
With positive attitude
Mature
Maintains control and composure
Smiles readily
Pleasant, cordial and a people person
8. Personal Traits of F.O.
Staff
With sense of humor
Smart
Creative
With good listening skills
Flexible
Innovative
A team player
With eye for detail
9. SKILLS
With practical skills, knowledge
and aptitude
Mathematical skills (for cashiering
and accounting tasks)
Keyboarding (recordkeeping and
computer operation)
20. Accommodation
Product
One of the main products provided by a
hotel
One of the largest sources of income
A guest purchasing accommodation also
receives other facilities and benefits
such as ambience, décorations and
security
21. Types of guest rooms
Hotel guest rooms can
be classified as:
The number and size of beds
Décor, Room size and View
Special types of accommodation for
particular types of guests
Executive floor for business executives
and presidential suites for VIPs
22. Number and size of beds
Types of No. of No of
room beds people/room
Single 1 1
Twin 2 2
Double 1 2
Queen 1 2
King 1 2
23. Décor, Room size and View
Type Size (2m) View Examples Décorations
Standard single 23.5 Garden view Pine
furniture
Superior double 23.5 Sea view Pine
furniture
Deluxe twin 28.6 Sea view Rosewood
furniture
Deluxe double 28.6 Sea view Rosewood
furniture
Suite 105.9 Sea view Antique
furniture
24. Executive Floors and
Presidential Suites
The Executive Floors
Separate check-in procedures
Meeting-room facilities
Internet / Broadband service
Separate breakfast room and bar
areas
25. Executive floors and
presidential suites
Non-smoking floors
Awareness of health conscious
Women-only floors
With sense of security
Presidential suites
Target up-market or wealthy clientele,
and VIPs
26. Room
Rack Rate / Full Rate
Normal standard rate for the room
with no meals included
Corporate / Commercial rate
Rate agreed between a company and
hotel for all individual room
reservations
Group rate
Rate agreed between travel agent and
hotel for group room reservations
27. Room Rates
IT rate
Rate agreed between travel agent and
hotel for all individual room
reservations
Crew rate
Rate agreed between airline and hotel
for their airline crew room reservations
28. Hotel Brochures and
Tariffs
Sales and marketing tools
Help to sell the accommodation food
and beverage, facilities and services of a
hotel
Tariffs are usually printed separately as
an insert
29. Types of hotel guest
Hotel guests can be classified
according to their:
Purpose of visit
Group size
Origin
30. Purpose of visit
1) Pleasure (Leisure) travelers
Known as tourists
Sightseeing or entertainment
Highly seasonal
Attracted by special festivals, sports
or cultural events
Price-sensitive
32. Purpose of visit
1) Business travelers
Carrying out business
Largest sources of demand for
accommodation
Types of business traveler
Individual business travelers
Corporate business travelers
Conference participants
33. Group size
Independent traveler
Travels alone
For business or pleasure
Group booking
Book through travel agent
Travel agent acts as a representative
Receives commission
35. Selection of a hotel
Advertisements
Recommendations (words of mouth)
Location of a hotel
Pricing
Preconceptions of a hotel
36. Guests and their needs
Business traveler
Ease in making a reservation
Quick check-in
Reliable and comfortable product
Discreet meeting places (lounges,
conference rooms)
Early breakfast and quick check-out
37. FUNCTIONS of Front
Office
Sell guestrooms, register guests and
assign rooms
Process future room reservations, when
there is no reservation department or
when it is closed
Coordinate guest services
Provide information about the hotel,
community, attractions or events
38. Functions of F.O.
Maintain accurate room status
information
Maintain guest accounts and monitor
credit limits
Produce guest account statements and
complete proper financial settlement
39. Guests and their needs
Tourist
Friendly front office staff
Budget accommodation
Convenient location
40. Room Status Terminologies
Occupied: A guest is currently registered to
the room.
Complimentary: The room is occupied, but
the guest is assessed no charge for its use.
Stayover: The guest is not expected to check
out today and will remain at least one more
night.
On-change: The guest has departed, but the
room has not yet been cleaned and readied for
re-sale.
Do Not Disturb: The guest has requested not
to be disturbed.
41. Room Status
Terminologies
Sleep-out: A guest is registered to the room, but
the bed has not been used.
Skipper: The guest has left the hotel without
making arrangements to settle his or her account.
Sleeper: The guest has settled his or her account
and left the hotel, but the front office staff has
failed to properly update the room’s status.
Vacant and ready: The room has been cleaned
and inspected and is ready for an arriving guest.
Out-of-order: The room cannot be assigned to a
guest. A room may be out-of-order for a variety of
reasons including the need for maintenance,
refurbishing, and extensive cleaning
42. Room Status Terminologies
Lockout: The room has been locked so that the
guest cannot re-enter until a hotel official clears
him or her.
DNCO (Did Not Check Out): The guest made
arrangements to settle his or her account (and thus
is not a skipper), but has left without informing the
front office.
Due out: The room is expected to become vacant
after the following day’s checkout time.
Checkout: The guest has settled his or her
account, returned the room keys, and left the hotel.
Late Check-out: The guest has requested and is
being allowed to check out later than the hotel’s
standard check-out time.