OPERATIONAL DEPARTMENTS FRONT OFFICE INTRODUCTION The front office in a hotel is the department responsible for thesale of hotel rooms through systematic methods of reservation, followedby registration and assigning rooms to customers. The front office is primarily responsible for the selling of therooms. Besides rooms and sales, the front office is also responsible foraccepting reservation, registering arrivals, handling keys and mail,dealing with messages, maintaining statistical information and preparingfor guests on their departures. The front office also provides informationon the services of the hotel, tourist attractions, travel conditions and alsodirects bell boys, porters and services to guest rooms. In addition, thisoffice maintains guest accounts and prepares their bills. Many hotelsmaintain reliable guest history files. The front-office desk should be attractive and well designed for theguest to form a good impression. It is generally situated at or near themain entrance of the hotel. It must be spacious to accommodate the guestwhile checking in a nicely furnished lounge close by for the guest to sitand wait while the formalities are being dealt with are completed.
The front office department is the most visible department in ahotel. The focal point of activity within the front office is the receptiondesk. The reception desk is usually the place at which guests from theirfirst important impressions of the hotel. It is also the communicationcentre for the hotels operation. The reception desk may comprise: cashiering; mail andinformation; registration; and room assignment. There may be separatedesks, or all tasks could be performed at one counter (sometimes knownas multi skill). The reception desk is located in the busiest area of ahotels lobby. The main financial tasks which are handled by front officestaff include: receiving cash payments; handling guest folios; verifyingchouse; and handling foreign currency and credit cards. The front office is in “The Chancery Pavilion” holds primeimportance in view of the basic nature of a hotel. Front office has acomplimentary role of image-building, which is the first and last point ofcontact of every guest.
FRONT – 0FFICE HIERARCHY Front Office Manager Assistance F.O Manager Lobby Manager GRE Bell Captain Bell Boy TraineesTelephone Operator Reservation Asst. Receptionist F.O. Cashier Night Auditor The main records of the room sales in the front office are: Reservation Form Registration Card Daily Arrival List Reservation Chart Hotel Register Reception Room Status Board Guest Index Following is a brief description of report/ formats and terms
frequently used in front office department.Arrival List The arrival list gives summary information of the entire guest whois expected to check it on a particular date.
Number of Visitors Name of the guest Total No. of people occupying the room (pax) Guest Address/Travel agents Name Rate Billing Instruction Special Request The group arrival list is also attached to the F.I.T. arrival list to givea summary of all the arrivals for the day. All staff members should read the arrival list, first thing when theycome on shift.Reservation The reservation of accommodation is made by the reservationsection of the front office. Inquiries are received in person throughTelephone, Telegrams, Telex, Letter or block booking list etc.
Thus the main sources of Reservations are: Telephone Mail Telegram Person Travel Agencies Hotel Representatives Airlines Referrals from other hotelsThe Procedure Receipt of booking requests by :Letter: Check the chart. If accommodation is available, mark off on thechart. Head-up copy letter with guests name and date of arrival in capitalletters, Confirmation should go out on the same day, as a request wasreceived, if possible.Telex: Use the Same principle. Start with reservation card, mark chartand reply by telex.Telephone/In Person: Check chart, Create and advise caller to confirmif time allows or ask for deposit.
Every morning or on the previous evening, take out and study thedays arrival, correspondence, check details against cards. Put the registration card in the front of the drawer marked "In-house file". Write-up the rooming list, previous nights guests should be broughtforward. Enter todays arrival in pencil, showing number of persons,room-rate, and departure day. Upon arrival of the guest (individual or group), they should eachcomplete a registration Card. The name(s) etc., on the rooming list should be inked in red. Make-up the bill folios, which must be typed showing as muchdetails as possible. Add full details of account before it goes to ledger. File registration card in alphabetical order in-house file drawer. Inthe absence of Whitney slip system; these cards can be placed in a rack.This will show which rooms are let, Vacant and which is expected to belet that day. Type up the Whitney Slips and distribute to telephone and porters.
RECEPTION The reception area is the registration desk. Guests, on arrivals aregreeted by room desk/receptionists and receive the first impression of thehotel, its staff and its service.C form is used for registration of the foreign guest.Check-In and Check-Out The Check-in and Departure register is a formal record and controlon all arrivals and departures. The main information recorded is: o Surname/First Name (Name of guest) o Designation o Check-in/out Date o Room number o Number of Pax o Purpose of Visit o Nationality etc. o Rate o Billing Instruction o Arrived from/Proceeding to o Guest Signature o Manager Signature
Suppose the guest is foreigner, following details should be filled inthe registration card. The Passport Number Date of Issue Place of Issue Date of entry to India Purpose of Visit Duration of Stay Registration Certificate DetailsDeparture A guest departure is the most critical phase of the guest cycle. Onreceiving the intimation of the guest to check-out from the hotel from thelobby captain or the guest himself, the customers bill is updated. The billis presented to the guest for settlement.Mail The mail received is sent to the respective mail and key rack or inthe appropriate box or Index. For special mail, special records aremaintained. The mail is put in the respective pigeon holes of the key andmail rack or sent through the bell boy to the guest room. For the guest yetto arrive, the mail is kept in different sections marked alphabetically. Themail of the guest who has already left the hotel is directed as per theinstructions of the mail forwarding card.Keys
All keys are at the key rack handed over to the guest on arrival orwhen they are asked for.Complaints Complaints are received from the guests and concerneddepartments are informed accordingly. A patient hearing is given to theguests and adequate action taken to satisfy them. General complaints andsuggestions are conveyed to the management and complaints regardingfood service and bar service, are conveyed to the management throughthe front office manager.Billing On registration of a guest, a guest account is opened. It will recordall charges and credits pertaining to the guests use of the hotel facilitiesand services. They include room charges, restaurants, beverages,Laundry, Valet, Paid out and rebates. All Checks made by differentdepartments to guests are collected and sent to the bill section by name ofVouchers. The guest account system has: Guest Bills Duplicate bill or Visitor ledgers Vouchers from Sales Outlets Daily Summary with:
a) Sales Ledger b) Cash book and c) Receipt bookHandling Cash and Credit Collection of cash and credit for services rendered by the hotel ismost important for the hotels cash flow, its ability to pay its employeesand creditors. The cashier must scrutinize personal checks ad deal withforeign currencies either in cash or in the form of traveler chouse.Audit The daily audit is done at midnight to ensure that all postings havebeen made correctly and that all guest accounts are up-dated. Differentreports regarding the average rate, percentage occupancy, departmentalrevenues and their relationship to forecasts, are prepared and sent to themanagement and departmental heads.CURRENCY EXCHANGE (FOREX) There are certain rules that the hotel company has to follow whenhandling the foreign exchange. Foreign currencies can only be purchasedbut not sold by the hotel; this states that only rupees can be given inexchange of foreign currency and not only other currency for anypurpose.
Currency has to be exchanged at the daily quoted rate by thereserve bank of India. A detailed record to be maintained for all themoney exchanged. This would involve the name of the foreign guest, hisnationality, passport number and the currency exchanged and duration ofstay in the country.In Encashment Certificate the following information should be filled. Room Number and Date Guest or Client Name Passport Number Nationality Details of foreign currency Notes/Coins/Travelers cheques purchased (Indicating clearly notes and travelers cheques separately) Details of Adjustment made towards settlement of bills for services rendered. Net amount payable Guest Signature/Managers Signature The bill Number
The following currency can be exchanged at the Hotel US Dollars Australian Dollars (Euro) Sterling Pound Canadian Dollar Deutsch mark Swiss francs French francs Yen etc.The Front Office Manager The front office manager must have organizing and administrativeability. He must have knowledge of manners, customs, tastes and ways oflife of the main tourist generating countries and must have knowledge ofthe regulations governing foreign exchange transactions, organization ofthe hotel, hotel accounting, hygiene and safety regulations and relativelabor legislation.
The duties and responsibilities of front office manager are: To be responsible for the different services of his department. To draw up the safety roasters and supervise discipline, conduct and appearance of his staff. To be responsible for reservation, planning and for all operations concerning allocation of rooms. To be responsible for ensuring a good relationship between the guest and the hotel staff. To be responsible for maintaining co-ordination with other departments of the hotel. To exercise control over reservation. To Schedule the duty roasters and ascertain the reason behind determining the manpower, strength of the department. To Co-ordinate sales promotion, banquets and house-keeping departments to have all accommodation ready for conventions and parties. To liaison with travel agents, airlines and other business potential.Reception/ Asst. Receptionist A receptionist must have good general education and throughknowledge of the organization of the hotel, guest billing, postingmachines, labour legislations and foreign languages.
There are three main aspects of the job of the receptionist:Public Relation: This involves good service and goodwill sales ofSelling Room: It involves the reasons of accomplishing these aims.Technical: It involves the reasons of accomplishing these aims.The Lobby The lobby is an area located immediately upon entry into the hotelbuilding. It is well furnished with seating arrangements and is a meetingplace, common to all quests.The main functions of this department are:To guide the guest to reception for registrationTo carry guest luggageTo look after guest carsTo look after their personal jobs.
HOUSE KEEPING The House-Keeping operation has the main task of keeping thehotel rooms and public areas clean and attractive. House-Keeping is oneof the most vital and interesting departments in many aspects. The workof a housekeeping department in a hotel varies considerably according tothe type and size of the hotel. The house-keeping department takes pride in keeping the hotelclean and comfortable. The executive Housekeeper also investigates periodic storing,cleaning or redecoration which is found to be necessary; she maintainsexact records showing when any given area was last decorated and whereit is next scheduled for decoration. The different areas which come under the direct supervision of theexecutive housekeeper are: Guest Rooms Lobby Public Areas Offices Stairways/Cases Windows Stores, Concessions and other leased areas
The important functions of a house keeping department are grouped as: Cleaning and Maintenance Training of Personnel Preparation of Schedules and reports Supplies and equipment To provide uniform to the staff To provide guest rooms linen Cleaning and shampooing of carpets in public area Polishing of furnitures and fixtures Maintaining the garden of the hotel Stock taking and inventory controls Preparing room reporting and maintaining all document and files Pest control Lost and found To clean the rooms immediately after guest checks-out of the rooms, after taking from front -officeOtherfunctions Flowers and floral decorations and arrangement Attending complaints and requests of guests Attending to lost properties First-aid to guests and staff
This department ensures that the amenities and bedrooms used byguests are maintained at a high standard. It has to work most closely withthe front office. The house-keeping department must be informed as soonas guests check-out and in-turn must notify the front office immediatelywhen a vacated room is ready for occupancy. The house-keeping officenotifies floor house-keepers of all vacated rooms and the floor house-keeper will inform the executive house-keeping officer as soon as roomsare cleaned and inspected for re-letting. The lobby is the most important public area in the hotel. Roomguests, visitors and the general public all assemble and pass through thelobby. Without the constant attention in picking up loose papers, cigarettestubs and other litter and cleaning the ashtray and sand jars.Cleaning and Maintenance Cleaning and maintenance of the areas under its supervision is theprimary function of the housekeeping department. The guest roomsrequire cleaning, changing of the linen, and making up the beds which aredone by the maids. The day-maid services and cleans the guest rooms.The housemen thoroughly clean bath rooms, wash the tiles, and floorfixtures. Each maid is given a cart to carry her supplies. These carts are infront of the door, behind which the maid is working or where the maidscard is on the door handle. They are visible to every guest. Each morningthese carts are cleaned before being equipped with linens and othersupplies. These carts and supplies are kept under the charge of maidsclosed on every floor. The floor closet contains sheets, pillow cases, bath
towels, wash clothes, bath mats, and reserve for mattress pads,bedspreads, blankets and shower curtains to replace what has beenstained, soiled or damaged. Other items required for equipping the hotelare : glasses, toilet issues, facial tissues, shoe shine cloths, soap, ashtrays,matches, guest stationery, envelops, post cards, pens, telephone, memopads, laundry lists, guest laundry bags, room service memos, do notdisturb card, and clothes hangers. The maid is required to inspect each room in her section forvacancies in the morning and afternoon, and prepare a room report. Aguest house-keeping procedure requires that a check-out be served firstunless a guest requires early service. Housemen give each room a general cleaning periodically i.e., theperiod depends upon the hotels policy. It involves a through cleaning ofthe room and everything in it. It includes high wall dusting, cleaning thetiles in the bathroom, washing pictures and vacuuming the drapes, blinds,sofas, cushions and mattresses as well as the carpets. Housemen alsocarry furniture to and from the store room and from the guest room toanother. They also help in setting up a banquet room from dances,meetings, etc. and strip the room after the function in over.Supplies and Equipment All guest supplies should be properly placed in each room. Theitems of guest supplies in each room are listed below:
Bedroom Doors: Fire Notice/Room Rate Card Two Breakfast Order Cards One Do Not Disturb CardDressing Table Top: One Comment Card One Hotel Service Directory One Room Service Menu One Ashtray and matchesDressing table drawer: The stationery kit (containing 4 sheets of papers, 2 envelops, 2 post cards) Two shoe shine cloths One laundry list/dry-cleaning list One room service menu One mending kitWardrobe: Twelve coat hangers with bar Two laundry bags
Bedside Unit: One ashtray Telephone Note pad and ball pen Luggage racks -twoOne top of Television: One restaurant card and Mini bar menu.Wash Hands Basin: One box cleaning tissues Two toilet rolls (one in holder/one reserve) One bar soap in bath soap holder Two bar soaps on the basin Two glasses in cling wrap Ashtray Waste bin under basinW.C. Unit: Two sanitary bags
Twin Rooms: Two bath towels Two hand towels Face towels One bath matLinen Room This room supplies linens to the F&B departments and all otherdepartments, collects soiled linen and issues fresh linen with therequisition slip. Linen rooms provides following linens to the department.Staff UniformsF&B LinenGuest room and bathroom linenGuest Dress material etc.LOST AND FOUND SECTION If any guest valuable is lost or found, it is reported toHousekeeping control desk. The supervisor enters the details in the lostand found slip. The name of the founder is also entered in the slip. If theaddress is available a letter is sent to the guests. The article is kept for 3months or one year. If it is valuable and still if there is no claims then it isauctioned or given to the finder.
House-Keepers Report The actual assignment of rooms is made by housekeeper on thebasis of the current status of room, which is obtained from the maidsmoving report. The housekeepers report is made on a simple pre-printedsheet listing the room numbers by section or floor with a space for thecode. Which is taken in the evening to know the status about the room, ahousekeepers discrepancy report is also prepared which is signed by thereception and night auditor.Registers maintained in the Housekeeping DepartmentRoom occupancy reportDuty roaster fileLog bookLost and foundRoom status reportCarpet shampoo RegisterRoom Checklists file
HIERARCHY OF HOUSE-KEEPING DEPARTMENT Executive housekeeper Desk Control Supervisor Housekeeping Supervisor Floor Supervisor Linen Room Supervisor Horticulturist/Florist Room Attendant Tailor/Upholsters Housemen Attendants/Gardeners
House-keeping Department Co-ordinates with the followingdepartmentsFood & BeveragePurchasesFront-OfficeMaintenanceStoresPersonnelSecurity
FOOD AND BEVERAGE PRODUCTION Food & Beverage production is one of the most importantdepartments in the hotel. Since time in memory, eating food has been themost important activity of human beings. The art of cooking is veryancient and the first cook was a primitive man accidental discovery of fireand burnt foods characterized the origin of cooking. The kitchen is a place where raw materials are made in to rightquality and best standard of food for current number at correct time. Hierarchy of Food and Beverage Production Executive Chef Sous Chef Chef de Partie Commi I Commi II Commi III
Rules followed by the kitchen staff of the Resort standardizedrecipes are followed:1. No staff meals are allowed inside the kitchen2. Over production and under production is avoided3. Kitchen consumption register are maintained4. Requisitions are done accordance with need5. Inventory control is maintainedForms and formats used in kitchenRequisitions order formDaily food portion sheet i.e. no. of portion of food soldPastry registerDuty roasterKOT (Kitchen Order Ticket)IDT (Inter Departmental Transfar)The Duties of Executive Chef include: Food cost control techniques Use of kitchen equipments Hygiene and sanitation Preparation of Standard Recipes Performance appraisal of kitchen staff Kitchen staff problems and disciplinary action Maintenance of files and formats Co-ordination with service outlets Co-ordination with kitchen stewarding for supplies and
maintenance of equipments Organization of kitchen operations and delegation of duties to the staff Menu planning in consultation with F & B Manager Drawing up of duty roasters Staff and scheduling Testing of new food items Control of received merchandise Supervising food preparation Encourage the staff To ensure that required kitchen profit target is attained To advise management on purchase of kitchen equipment requirement Check weight and quality of goods on arrival Organize and conduct training To provide management with full information on the efficiency of kitchen operation.Sous Chef Sous means "under" in French and the Sous Chef is the secondchef in command of the kitchen. The assistant head chef understudies theHead Chef in all his duties. It is the Sous Chef who calls up the orderfrom the kitchen and supervises the service. He is mainly responsible forthe efficient day-to-day functioning of the kitchen.
He reports to the executive chef.Some of the major duties of a Sous Chef are: Co-operation with the Executive Chef Menu planning Direct supervision of kitchen practical activities Direct supervision of service during meal serviceChef de parties Partie is a French word meaning part (of a whole) or section.The different sections in the kitchen there is a chef-de-parties supervisetheir respective section. Each Chef-de-partie is assisted according to theproduction load.Commis They are directly under the chef-de-parties. They are named asCommi I, II, III; they have to attend the daily briefing by the Sous Chef.Their work is decided amongst themselves by the chef-de-parties theirwork includes getting the raw material, issues from the stores, do themise-en-place, prepare the dish against K.O.T.
Flow of work in kitchenIndent is made to get the raw materials issued from the storesRaw material is brought to the kitchenAll the mise-en-place is done required for the dish to be cookedDish is cookedThe waiter places an order by giving the K.O.TThe order is prepared and portioned accordingly and is given to the waiterThe K.O.T is put in a box, which is locked. The F & B control departmentdaily removes itThe various sections of kitchenIndian SectionContinental SectionPantry SectionRoast SectionGarde ManagerSoup SectionSouth Indian SectionContinental SectionThis section prepares authentic continental dishes.Indian SectionIndian section caters delicious Indian dishes