The document outlines the essential functions and organizational structure of front office operations in a hotel, detailing staff roles, professional etiquette, and customer interaction strategies. It emphasizes the importance of guest relations, handling complaints, and efficient file organization alongside current trends in the hospitality industry. Additionally, it provides practical examples of communication with guests during check-in and check-out processes, alongside tips for managing customer concerns and improving service quality.

1. FRONT OFFICE
MS. ANGELICA S.A REYES

2. COURSE
CONTENT
Introduction
Importance of Front Office
Front Office Organizational Chart
Front Office Staff Roles and Functions
Qualities of Front Office Staff
Handling Customers/Guests
Categories of Complaints

3. COURSE
CONTENT
Surfacing Common Complaints
Professional Telephone Etiquettes
Organizing Files
Current Trends and Issues in
Hospitality Industry
Hotel Reservation and Reservation
Form
Actual/ Hands-On Activity

4. FRONT OFFICE
First point of
contact of a
hotel. Front
office oversees
all the aspects of
office
management.

5. IMPORTANCE OF FRONT DESK…
Greeting customers and clients.
Receives information about guests and will then pass this
on to the relevant department within the establishment.
Required to handle reservation, registration, arrival and
departure.
Also deals with simple tasks such as printing, typing and
processing of mails.
Answering phone calls, handles wake up calls and
complaints.

7. FRONT
OFFICE
MANAGER
ASSISTANT
FRONT OFFICE
MANAGER
GUEST
RELATION
EXECUTIVE

8. FRONT OFFICE
SUPERVISOR• Reservation Supervisor
• Reservation Assistant
• Information Supervisor
• Information Assistant
• Senior Receptionist
• Receptionist
• Head Cashier
• Cashier
• Telephone Supervisor
• Telephone Operator
• Trainee

9. LOBBY
MANAGER
• Senior Bell Captain
• Bell Captain
• Bell Boy
• Trainee

10. QUALITIES OF FRONT OFFICE STAFF
PUNCTUALITY
POSTURE
POLITENESS

11. KNOWLEDGE COMMUNICATION

12. SALESMANSHIP
NEAT AND ORGANIZE
GUEST FEEDBACK

13. UPDATED CLERICAL WORK
AVOID GOSSIPS
REFRAIN FROM
MAKING PERSONAL
COMMENT
AVOID USING
UNCERTAIN
WORDS

14. VOICE
MODULATION &
SPEECH CLARITY

15. Welcoming Guests
As a front office staff, your job isn’t only to greet guests
but also to make them feel welcome. A friendly smile
and a warm greeting make a great start.
Hello, welcome to _______________!
How can I help you today?

16. Checking Guests In
Do you have a reservation?
What name is the reservation under?
Could I have your ID and credit card, please?
Your room is on the [number] floor, room number.
Breakfast is served from [time] to [time] every
morning at/in [location/room].
Is there anything else I can help you with?
Enjoy your stay.

17. Appointment Check In
Staff: Good Morning! “Welcome to Sitio Lucia, how can I help?”
Client: Hi, I am here for Ms.Jeann, at 6:00pm.
Staff: “Great! Yes, I will let Ms. Jeann, know you’re here,
immediately. May I know if you want something to drink like
latte/cappuccino/tea/hot cocoa/cocktail or a
magazine/stylebook to flip through while you wait? “
Client: No, thank you.
Staff: “By chance have you seen our new amenities yet? We have
added a few new feature and service. One of our attendants can
show them to you right quick while you wait for Ms. Jeann, we’d be
happy to assist.”

18. Walk-In Welcome
Staff: “Welcome to Sitio Lucia, how can I assist you?”
Client: Hi, do you have any availability for a room today? Sorry for
showing up last minute, I’ve never been here before.
Staff: “That’s no problem Ma’am. Yes, I see we have an opening at
North Wing, does that work well for you?”
Client: Yes, thank you!
Staff: “Since it’s your first time here why don’t I give you a quick tour
of our facilities and show you some of our products and services?”
[Provide first time guests with a hot scented towel or sample product like hand lotion. Now is the
best time to mention additional services or services that complement the one they are about to
receive while the new client waits for their first appointment]

19. Up-Selling More Expensive Services
“Good Day Mam! Maybe you want to upgrade
your room from standard to deluxe for only $40?
The deluxe room is much larger and most of all
you may have an overview of the ocean.

20. Cross-Selling Services
“Alright Ms. Reyes, you are all set for your
Spa/Salon service at 5pm. We are currently
offering 15% off our rejuvenating body scrub if
you have extra time. I would be happy to book
you for a complementary service right after
your scheduled service.”

21. Checking Guests Out
Could I have your room number and key, please?
Your total is [amount]. How will you be paying for this,
please?
“Thank you and hope to see you again soon.”
-This is a great way to say goodbye, thank your guest
and send them off on a happy note. If they’re
continuing their vacation to another location, you could
add: Enjoy the rest of your vacation. If they’re leaving
for home, you could add: Have a pleasant trip home.

22. “How did you enjoy your stay with us? Would
you like me to enter your name for a
complementary service on your next visit?”
“How was your Spa Service today? I see you
purchased a moisturizing cream from us, how
are you doing on product?”
“Did you enjoy your lunch? How was the food
from our famous hotel buffet?”

23. HANDLING
CUSTOMERS
Main challenge
for front desk
staff.
It is very vital to
make them feel
important.
Requires tactics.

24. CATEGORIES OF COMPLAINTS
MECHANICAL

25. SERVICE
PROBLEMS
STAFF
ATTITUDE

26. UNUSUAL PROBLEMS

27. SURFACING
COMMON
COMPLAINTS
Listen with concern and
courtesy.
Remain calm and
adjust your mindset.
Offer a possible
solution/s.
Take action
immediately.

28. Actively sympathize.
Apologize.
Never argue with the
guest, nor raise your
voice.
Try to show maximum
amount of interest.

29. Never go alone to a
guest room.
Some guests will
never be satisfied and
no amount of effort by
hotel employees will
satisfy them.
Some complaints are
unsolvable.

30. Take several
minutes to
yourself after
the ordeal.
Follow up
with the
guest/s and
also ask for
feedback.

31. Handling Customer Concerns:
“We noticed you came in this
morning in a rush, would you like
us to arrange a local lunch
delivery or Starbucks drink to enjoy
while your being taken care of?”

32. “Ms. Reyes is running a bit behind and
we apologize… Mam, thank you so
much for waiting, we would like to offer
you a gift that you can use at home or
for a free/complementary service on
your next visit.”

33. “I’m so sorry to hear that Mam, but I am
thankful that you expressed your
concerns to me as your thoughts are
important to us. I will write down exactly
what you told me and speak with the
manager about this issue today.”

34. PROFESSIONAL TELEPHONE ETIQUETTES
Learn the extensions of all
the employees and learn all
the employee’s full names,
titles and departments.
Don’t let the phone ring
more than 3times.
Refrain from using
“telephone voice”.

35. Let the caller
know that you
are putting her
on hold before
actually doing
it.
Establish a
greeting for
callers.

36. Smile when you answer
the phone and it will
brighten your voice.
Articulate your words and
speak clearly.
Remain composed and
never lose your temper or
become rude even if the
caller becomes hostile.

37. Do not allow yourself to
become distracted at your
desk by conversation.
Keep a notepad and pencil
nearby.

38. On-the-
Phone
Script:
Greetings
“It’s a great day at Sitio
Lucia, how can I help
make you smile today?”
“Thank you for calling
Sitio Lucia, this is _____,
how may I help you
today?”

39. “The holidays are coming at Sitio
Lucia, how may I be of service?”
“With all the choices you have,
we truly appreciate you choosing
Sitio Lucia, how can I assist you
today?”

40. ORGANIZING FILES - Ability to manage data
and organize files is an essential skill which
is required for front desk management.
FILING ALPHABETICALLY
Letter by Letter
– considers each letter in
each word in the order of
appearance.
Word by Word
– orders items based on
the first letter of each
word in succession.

41. GROUP ITEMS INDEXING
• Dictionary Format – files are in
alphabetical order.
• Encyclopedia Format – files are
grouped by type or subject, and
then each group is alphabetically
arranged.
- let you access the
file using a different
logical arrangement
of records.

42. LABELLING
- should start
with the general
category and
then be
followed by the
specific
subcategory.

43. Organizing
Filing
Cabinets
Begin to go through your files.
Set aside unnecessary files.
Don’t be afraid to get rid of
things.
Be careful when throwing
things away at work.
Decide which things need to
be kept.
Shred every document that
you’ve set aside. Shred and
destroy digital media too.

44. Making
Files
Easy to
Find
Clearly label each folder. Make
sure that writing on the tab is
large, legible and makes sense.
Let each drawer hold its own
category.
Considering using colored folders/
color coding system.

45. Organizing an
Electronic Filing
System
Utilizes an
electronic device,
such as
computer, to store
and organize files
for easy access.

46. CURRENT TRENDS IN HOSPITALITY INDUSTRY
EMPHASIS ON
HOTEL LOBBYING

47. MOBILE-ENABLED FRONT
DESK MANAGEMENT

48. ELECTRONIC CHECK-IN
LOYALTY
PROGRAMS

50. 5 ISSUES EVERY HOTEL FRONT DESK FACES
Reservations Issues
Loyalty Programs
Guest Room Issues
Hotel Services and Amenities
Billing Questions

51. METHODS OF HOTEL RESERVATION
Through Telephone
Through Computer
Through Personal Contact

52. ADVANTAGES OF RESERVATION FORM
Acts as a permanent record.
Summary of information standard.
It acts as a prompt sheet.
Running check in progress.
Enables the management to find out who
took the reservation.
Helps in marketing strategies and sales
promotion strategies.

53. CONTENTS OF
RESERVATION FORM
Name of the Guest
Company and
Designation
Address
Phone Number
Check-In/Check-Out
Time
Payment Type
Arrival Date and Time
Departure Date and Time
Room Type
Room Rate
No. of Pax
Special Request
Terms and Conditions
Signature

56. THANK YOU.
GOD BLESS!!!