This document discusses front office organization and operations in hotels. It provides organizational charts for small, medium, and large hotels. It outlines the duties and responsibilities of front office staff roles like the front office manager, desk manager, front office agent, cashier, bell captain, bell boy, and concierge. It also describes how the front office coordinates with other hotel departments and the attributes and skills required of front office personnel, including good communication skills. Finally, it discusses telephone etiquette and standard phrases used in hotel front office communications.
a presentation to explain the term room tariff, the basis of charging tariff, factors that make the rate go up or down. Also, the importance of tariff in success of a hotel in financial terms. Revenue management introduction.
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
A detailed presentation to help the learner of the hotel management institute about the work of Bell Desk, Bell Boy, Bell Captain and Concierge. Also includes the various forms and formats used by the Bell Desk.
a presentation to explain the term room tariff, the basis of charging tariff, factors that make the rate go up or down. Also, the importance of tariff in success of a hotel in financial terms. Revenue management introduction.
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
A detailed presentation to help the learner of the hotel management institute about the work of Bell Desk, Bell Boy, Bell Captain and Concierge. Also includes the various forms and formats used by the Bell Desk.
Sections & Layout of FO, Organizational chart of FO (Small, Medium & Large Hotels), Duties & Responsibilities, Attributes, Co-ordination with other departments, Equipment's used (Manual & Automated)
Procedure for receiving message on telephone and in person
paging and types of paging a guest
Handling guest room key cards
Processing of key cards
Handling guest mail
Wake up call
procedure of room change
Guest complaints and types
Front Office Hierarchy
Sub-departments of Front Office
Front Office Organizational Structure
Reservations
Front Desk
Bell Desk
Telephone Operator
Business Center
Concierge
Travel Desk
Guest Relation
Retail Stores
Qualities of Front Office staff
Functions Areas of Front Office. (Front of the House and Back of the House Activities)
Different Sections & Layouts of front office and their importance
Co- ordination of front office with other departments
Equipments used in Front office.
Basic etiquette and grooming standard
Introduction to guest mail and key handling
Key control
Policies for black listed person
Wake up call
left luggage
Scanty baggage
Daily Report
Factors Affecting Hotel Room Tariff
Establishing The End of the Day
Fixed check-in/chek-out bais-24hrs,night bais
Room rate Designations
MEal plans
Room Tariff card,broucher and its importance
Room tariff fixation-cost based ,Rule of thumb vs Hubbart formula and competiton based ,market based and demand based
Room Designations
Types of Rooms
Room Configurations to suit guest preferences
Numbering of rooms
Room status reconciliation
Room status codes, Discrepancy report.
Glossary of Front Office Terms
Reservation in the hotel industry is defined as ‘blocking a particular type of guest room (e.g., single room, double room, deluxe room, executive room, suite, etc.), for a definite duration of time (i.e., number of days of stay), for a particular guest’.
Guest name and surname
Guest address and telephone number
Company affiliation (if applicable) Expected arrival date
Planned departure date or length of stay
Required room rate Required room type
Room number
Method of payment
Special requests
Signature
Hospitality industry—its origin and growth.
Travel and tourism—their evolution, importance, and related industries.
Evolution and growth of the hotel industry in the world and in India
Classification of Hotels.
Need for organization.
Vision,mission,objective,goal & strategies.
Major departments of Hotels.
Major and minor revenue generating departments
We all have good and bad thoughts from time to time and situation to situation. We are bombarded daily with spiraling thoughts(both negative and positive) creating all-consuming feel , making us difficult to manage with associated suffering. Good thoughts are like our Mob Signal (Positive thought) amidst noise(negative thought) in the atmosphere. Negative thoughts like noise outweigh positive thoughts. These thoughts often create unwanted confusion, trouble, stress and frustration in our mind as well as chaos in our physical world. Negative thoughts are also known as “distorted thinking”.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
How to Split Bills in the Odoo 17 POS ModuleCeline George
Bills have a main role in point of sale procedure. It will help to track sales, handling payments and giving receipts to customers. Bill splitting also has an important role in POS. For example, If some friends come together for dinner and if they want to divide the bill then it is possible by POS bill splitting. This slide will show how to split bills in odoo 17 POS.
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
The Art Pastor's Guide to Sabbath | Steve ThomasonSteve Thomason
What is the purpose of the Sabbath Law in the Torah. It is interesting to compare how the context of the law shifts from Exodus to Deuteronomy. Who gets to rest, and why?
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
2. Topic
• Front Office Organization & Hierarchy - Small,
Medium and large hotel
• Duties and responsibilities of principle staff and
their job description FO Mgr-DM/LM-FO, FO
Agent-Cashier- Bell Captain, Bell boy, GRE-
Concierge
• Co-Ordination of Front office with Other
Departments
• Attributes and Qualities of Front Office Staff.
• Telephone manners& Standard Phrases required
for front office staff.
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3. Front office organization of a
small hotel
Front Office
Manager
Secretary
CashierBell CaptainHead Receptionist
Receptionist Bell boys
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6. Q&A
• What is organizational chart of small?
• What is organizational chart of large?
• What is organizational chart of very large?
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7. Duties and Responsibilities of
Principle Staff
• FOM
• DM/LM
• FOA
• Cashier
• Bell captain
• Bell boys
• GRE
• Concierge
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8. Duties of FOM
• Reports-GM
• He directs and coordinates the activities of the front office department, which includes
dept. like, front desk, lobby, reservation, bell desk, telephones,
• He is responsible to ensure the proper upkeep, staff cleanness, punctuality and
efficiency by his staff in his department,
• Ensures that each and every guest is provided with smooth, efficient, courteous and
personalized service by his staff,
• He prepares the duty chart for his staff and also sanctions weekly offs, an leaves to
his subordinates,
• He deals with front office correspondences on reservation, enquires, room booking,
discount to company etc., and inter departmental communication,
• He checks the functioning of various records, racks, intimations, arrival list, room
position,
• He deals with complaints against his staff and other complaints of his guest,
• He is responsible for making decisions at times of unusual events such as death, fire,
theft,
• Prepares report to the management about the anticipated rooms occupancy,
reservation patterns, expected check-in and check-out,
• Responsible along with the personal department, for the employment and training of
staff,
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9. Duties of DM/LM
• Handling vips
• assists in VIP’s arrival departure in absence of
guest relation officers
• Checks cleanliness of lobby and public areas,
lights and as well as front office staff in proper
and orderly appearance and behaviour.
• Checks on registration cards of arriving guests
• assists in sending guest messages or faxes
• Gives the instructions to the Night Reception,
during the high occupancy periods, regarding:www.indianchefrecipe.com
10. Responsibilities of FOA
• Be informed on daily room status,
• Have detailed information regarding arrivals, their room
requirements and expected departures for the day,
• Check VIP reservations and issue a VIP amenity voucher
and also for any special request,
• Prepares all records connected with pre-registration for VIP,
invalid and old people,
• Handle group/ crew as well as FIT registrations as per the
laid down procedures,
• Maintains a satisfactory part of all registration on stationery,
• Room all arrivals using arrival errand card,
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11. Responsibilities of Cashier
• He is to receive payment from the guest in
settlement of their bills,
• Posting of vouchers into the individual bills,
• Looking after the safe deposit vault,
• Checking the petty cash float, operating and
maintaining cash registers and billing
machines,
• Maintain the visitor tabular ledger, and post
guest vouchers into the VTL,
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12. Responsibilities of Bell Captain
• Supervise the movement of bell boys & control
sheet,
• Update lobby manager performance of bell boys,
• Handle left luggage,
• Train the bell boys to maximize departmental
efficiency,
• Organize and supervise check in and check out
baggage formalities of guest, groups and crew,
• Control the sale of postage stamp and postage
stationery to guest,
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13. Responsibilities of Bell boys
• Handling baggage during check in and checkout
• Escort the guest to the room on his arrival,
• Place the baggage in the guest room on the luggage
rack,
• Explain the operation of light/ air conditioning control
to the guest and switch them on,
• Check the departure room to ensure that the guest has
not left any articles in the room by mistake,
• Switch off the lights and air condition once the
departure has taken place,
• Providing guest service on request
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14. Responsibilities of GRE
• Duties:
• • Major part of a GREs job is to receive the VIP,
regular guest. Prepare for a welcome for them & then
escort them to their assigned room, where a guest can
be registered.
• • co-ordinates with all the departments in the hotel to
ensure speedy and timely service to each guest.
• • maintain good guest contact and ensure guest
satisfaction as far as hotel services are concerned
• • maintains guest history card for all the guest in the
hotel.
•
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15. Responsibilities of Concierge
• Concierge can be called as a ‘ man- about-
town' or ‘ mister- know- it- all', usually
resourceful and knowledgeable about hotel and
the surrounding,
• Should be equipped with the brochures, travel
facilities information, sight seeing, shopping,
and other such things for providing assistance
to the guest,
• He/she is required to make airlines booking,
taxi booking and planning of itineraries for
guest www.indianchefrecipe.com
16. Q&A
• 1.what are the duties and responsibilities of
FOA
• what are the duties and responsibilities of
cashier?
• what are the duties and responsibilities of
GRE
• what are the duties and responsibilities of
Concierge
• what are the duties and responsibilities of
FOM
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17. Department that f.o co-ordinates
Front office
Lobby
Telephone
operator
Sales and
marketing
Accounts
housekeeping
Stores
Room service
Engineering
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18. F.o-lobby
• Arrival : Check-in process – bell boy
• Departure: check-out process-bell boy
• Room change : bell boy and FOM
• Scanty Baggage-bell boys
• Message: bell boys
• Paging : bell boys
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19. • Room clearance
• Groups check in
• VIP
• Room status
• Discrepancy
• Flower arrangement
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20. Fo-h.k
• Room Report :Room
attendant will check the
physical count of the
guest in room and
prepares the a report and
they will send to the f.o
and f.o will compare
and makes a report in
case of discrepancy
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21. Discrepancy Report fo-h/k
• It is prepared by fo by
room report and
difference rooms will be
handed over to bell for
physical check
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22. Fo-accounts
• Account : f.o cashier has to hand over entire to
the accounts department with receipts and
voucher
• Night Auditors : checks all correspondence
with physical check
• City ledger : hotel extends credit to the guest
and follow up on guest for clearance of amt
crossing the credit limit
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23. Fo-room service
– V.i.p c/I and c/o : reg bill of guest
• : arrange fruit basket,alchol,cake,cookies etc
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24. Fo-telephones
• c/I and c/o : call to transferred
• Idd connection
• Local call charges
• Wake up calls
• Handling messages
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26. Q&A
• why FO co-ordinates with HK
• why FO co-ordinates with F&B
• why FO co-ordinates with engg.
• why FO co-ordinates with sales & mktg
• why FO co-ordinates with Telephone
• why FO co-ordinates with store
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27. Attributes/Qualities of Front
Office Personnel
• Guests remain in direct contact with the front office staff throughout their stay
at the hotel. As the front office personnel are the first and the last point of
contact with the guests, they reflect the image of the hotel, and hence should
carry themselves and behave in a way befitting the vision of the organization.
• The front office personnel must possess following qualities to discharge their
duties efficiently:
– Pleasant personality
– Personal hygiene
– Physical fitness
– Honesty
– Salesmanship
– Diplomacy
– Good memory
– Excellent communication skills
– Calmness
– Courteous nature
– Loyalty
– Punctuality
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28. Telephone Etiquettes of Front
Office Personnel
• Basic telephone etiquettes
• Phone should be answered within three rings.
• Smile even though you are on the telephone.
• Sit or stand up straight.
• Use a low voice pitch.
• Match your speaking rate to the caller's.
• Avoid extremes in volume.
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29. Standard phrases of Front
Office Personnel
• Wish according to the time of the day (Good
Morning, Afternoon or Evening), (Your Hotel
Name) , How may I help you.
• How to answer Internal Guest calls?
• Wish according to the time of the day (Good
Morning, Afternoon or Evening) Mr. _________
(Guest last name), This is ________(Your first
name), How may I help you.
• How to answer interdepartmental calls?
• Wish according to the time of the day (Good
Morning, Afternoon or Evening), This is _______www.indianchefrecipe.com
30. Q&A
• What are the attributes of FOA
• What are the Telephonic etiquettes
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31. Short question
• 1.Draw organization chart of small hotel
• 2.What are the duties and responsibilities of
bell boy?
• 3.How does FO co-ordinates with stores and
engg and maintenance departments
• 4.What are attributes of FOA
• 5.What are the golden rules of telephone
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32. Long Questions
• 1.Draw organization chart of small, medium
and large and explain in detail the hierarchy?
• 2.What are the duties and responsibilities of
principle staff
(FOM/DM/FOA/GRE/Bellboy/bell captian
etc)
• 3.Explain in detail FO co-ordiantes with other
departments
• 4.What are the attribute of FOA
• 5.What are the golden rules of telephone?
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