this is an introduction to front office operations. preliminaries to the course front office . this is an introduction to front office operations. preliminaries to the course front office this is an introduction to front office operations. preliminaries to the course front office this is an introduction to front office operations. preliminaries to the course front office this is an introduction to front office operations. preliminaries to the course front office. 1. Front Office Employees  These operations are visible to the guests of the hotel. The guests can interact and see these operations, hence, the name Front-House operations. Few of these operations include − Interacting with the guests to handle request for an accommodation. Checking accommodation availability and assigning it to the guest. Collecting detail information while guest registration. Creating a guest’s account with the FO accounting system. Issuing accommodation keys to the guest. Settling guest payment at the time of check-out.

1. Welcome to our
Online Class

2. Front Office
Management

3. COURSE DESCRIPTION :

4. COURSE OBJECTIVES:
At the end of the semester, the students are expected to:
• Cognitive:
1. Identify roles and functions of the various Front Office sub-departments.
2. Describe the main reception duties.
3. Summarize front office operations during the four stages of the guest cycle.
4. Understand the steps in the registration process and discuss creative registration
options.
5. Discuss the sales dimension of the reservations process and identify the tools
managers use to track and control reservations
6. Identify typical service requests that guests make at the front desk.

5. • Psychomotor:
1. Execute front office operations during each of the four stages of the guest
cycle.
2. Apply the ratios and formulas managers use to forecast room availability.
3. Perform Room reservation.
4. Perform Guest registration.
5. Perform Bell Service.
6. Perform Guest Check out.
7. Apply professional techniques when responding to requests, complaints,
safety, security and other guest services.

6. • Affective:
1.Appreciate the world of Hotel Industry.
2.Appreciate the role and importance of the lodging industry as a
major component to tourism.
3.Have a holistic impression of the lodging industry in the
Philippines and internationally.
4.Initiate harmonious work relationship with group/team members.
5.Display positive attitude towards work and quality service;
6.Practice industry and self-discipline.

7. COURSE REQUIREMENTS:

8. What Is the Front Office?
• The front office represents the customer-facing function of a firm, for example,
customer service, sales, and industry experts who provide advisory services. The
functions of the front office generate most of the revenue for the firm. Many firms
are can be divided into three parts, the front office performing sales and client
service functions, the middle office that manages risk and corporate strategy, and
the back office, which provides analysis, technical, and administrative support
services.

9. What is Front Office Department?
• It is one of the many departments of the hotel business which directly interacts with the
customers when they first arrive at the hotel. The staff of this department is very visible to
the guests.
• Front office staff handles the transactions between the hotel and its guests. The staff
receives the guests, handles their requests, and strikes the first impression about the hotel
into their minds.

10. Functions
In small hotels, the front office might be staffed by one person who does
everything. But in larger hotels, the front office is divided into several
departments that each take care of a function, such as:
• Reservations
• Reception
• Communications
• Concierge
• Bellhop service
• Auditing

11. Basic Responsibilities of Front Office
Department
• Following are the most basic responsibilities a front office can handle.
• Creating guest database
• Handling guest accounts
• Coordinating guest service
• Trying to sell a service
• Ensuring guest satisfaction
• Handling in-house communication through PBX

12. TWO CATEGORIES OF FRONT OFFICE OPERATIONS

13. 1. Front Office Employees
• These operations are visible to the guests of the hotel. The guests can interact and see these
operations, hence, the name Front-House operations. Few of these operations include −
• Interacting with the guests to handle request for an accommodation.
• Checking accommodation availability and assigning it to the guest.
• Collecting detail information while guest registration.
• Creating a guest’s account with the FO accounting system.
• Issuing accommodation keys to the guest.
• Settling guest payment at the time of check-out.

14. 2. Back-House Operations
• Financial Services Middle and Back Office Employees
• The middle office and the back office employee support the activities of the front office. The middle office personnel would ensure that a
company remains solvent and complies with regulations and ethical business practices. For a financial services firm, these departments
might include corporate strategy, compliance, and financial control.
• The back office includes administrative assistants, human resources staff and accounting staff. Also critical to the back office is the IT
and technology departments. In a financial services firm, technology in the form of predictive analytics and algorithms play a central role.
• Front Office staff conducts these operations in the absence of the guests or when the guest’s involvement is not required. These
operations involve activities such as −
• Determining the type of guest (fresh/repeat) by checking the database.
• Ensuring preferences of the guest to give a personal touch to the service.
• Maintaining guest’s account with the accounting system.
• Preparing the guest’s bill.
• Collecting the balance amount of guest bills.
• Generating reports.

15. _____end of first module_______