![• Modified American Plan – Charges for room plus breakfast and lunch or dinner
• No Baggage – A guest with no luggage
• Non-group displacement – the turning away of transient guests for lack of rooms due
to the acceptance of group business. Front Office Glossary [FOG 149]
• Non-guest Account – Account of transactions of companies, groups and non-resident
individuals
• No-show – a guest who made a room reservation but did not register or cancel.
• Occupancy – The number of saleable rooms occupied by guests
• Occupancy Report – A report prepared each night by a front desk agent that lists the
rooms occupied that night and indicates those guests expected to check out the
following day
• Outstanding Postings – The charges and credits awaiting entry in the guest folio
• Overbooking – Booking rooms that are beyond the hotel room capacity
• Package Rate – A rate quoted when there are events in the city and includes the price
of access to the events
• Paid-in-advance (PIA) – A guest who pays his or her room charges in cash during
registration. PIA guests are denied in-house credit.
• Paid-Out – Authorized cash payment made on behalf of a guest and charged to the
guest’s account as a cash advances
• Point-of-sale(POS) system – An automated network that allows electronic cash
registers at the hotel’s points of sale to communicate directly with a front office
system
• Posting – Entry made in the guest folio
• Rack Rate – The official rate of a particular category of a room established by the
hotel on a given day](https://image.slidesharecdn.com/frontofficemanagementhotelclassificationterminologyandothers-converted-211030173800/75/Hotel-classification-And-Front-Office-management-34-2048.jpg)
![• Revenue Centre – A hotel division or department that sells products or services
to the guests and thereby directly generates revenue for the hotel such as the
front office, food and beverage outlets, room service and retail stores
• Room Allocation – Assigning a room to a guest after he has registered into the
hotel
• Room Discrepancy Report – A report listing any discrepancies between front desk
and housekeeping room status. Front Office Glossary [FOG 159]
• Room Night – A charge for a one night occupation, spanning two days from noon
to noon
• Room Plan – A package proposal of room and meals in a single price
• Room Revenue Day – 12 noon to 12 noon of the next day
• Room Status Discrepancies – A situation in which the housekeeping department’s
description of a room’s status differs from the room status information that
guides front desk employees in assigning rooms to guests
• Room Tariff – Room rate
• Sales Summary Sheet – A record of all cash and credit sales made in a revenue
outlet
• Scanty Baggage- A guest with small hand luggage
• Self-registration – A computerized system that automatically registers a guest
and dispenses a guestroom key, based on the guest’s reservation and credit card
information
• Skipper- A guest who has departed without settling the bill.
• Sold Out – It is a status in which all the rooms in the hotel are sold](https://image.slidesharecdn.com/frontofficemanagementhotelclassificationterminologyandothers-converted-211030173800/75/Hotel-classification-And-Front-Office-management-35-2048.jpg)
Uploaded byMd Shaifullar Rabbi
Hotel classification And Front Office management
The document provides information about a training session on front office management including: 1. The speaker's qualifications and experience in hospitality and tourism. 2. An overview of the major topics to be covered including the role and functions of the front office, coordination with other hotel departments, and important front office terminology. 3. A list of front office staff qualities like communication skills, multitasking, and problem-solving abilities that are important for effective front office management.
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Hotel classification And Front Office management
- 1. Training Session on FrontOffice Management
- 2. Speaker Profile Md. ShaifullarRabbi Professional Experiences Lecturer- BTHM, Daffodil Institute of IT(NU) Assessor- Bangladesh Technical Education Board Former Coordinator & Lecturer- DBA, IBAIS University Guest Lecturer – BTHM,IBAIS University Resource Person- Sheikh Hasina National Institute of Youth Development Resource Person - ATAB Tourism Training Institute Resource Person- International Skills Development Center Resource person- Bangladesh Hotel Management Tourism Training Institute Former Manager sales- Mamun Air Service (IATA Agency) Founder - Travel Memoria Founder Chairman- Bangladesh Society For Tourism Innovation Educational Qualifications BBA & MBA -Major in Tourism & Hospitality Management, Faculty of Business, University of Dhaka. Certified NTVQF Level -4 (Ticketing And Reservation, SPTC-BTEB) Diploma Course in Travel Agency & Tour Operation Management ,BHMTTI Certified NTVQF Level 2 (Ticketing & Reservation, BTEB) Certified NTVQF Level 1 (Tour
- 3. Hotel According to theOxford English Dictionary hotel is “An establishment providing accommodation, meals, and other services for travelers and tourists.”, but where does the word come from? Its origin goes all the way back to the Old French word hostel, later transitioned into hotel and adapted by the Middle English. Hotel is an establishment where guests accommodate for overnight stay, provides food and beverage services and most basic types of guest services.
- 4. Types of Hotel ✓AirportHotel ✓Residential Hotel ✓Vacation ownership or Condominium Hotel ✓Casino Hotel ✓Conference Hotel ✓Convention hotel ✓Commercial Hotel ✓Bed and Breakfast ✓Chain Hotel ✓Independent Hotel
- 5. Airport Hotel An AirportHotel is a hotel near the airport. The hotel does not have to be connected to the airport (although some are) or even adjacent to it; it could be located up to five miles away. Most airport hotels have a shuttle to and from the terminals.
- 6. Residential Hotel Residential hotelmeans any apartment building, hotel or other structure containing six or more guest rooms, and which may also contain dwelling units, intended or designed to be used, or which are used, rented or hired out to be occupied, or which are occupied, for sleeping purposes, which is also the primary residence of the occupant.
- 7. Vacation Ownership orCondominium Hotel A timeshare (sometimes called vacation ownership) is a property with a divided form of ownership or use rights. These properties are typically resort condominium units, in which multiple parties hold rights to use the property, and each owner of the same accommodation is allotted their period of time.
- 8. Casino Hotel A casinohotel is an establishment consisting of a casino with temporary lodging provided in an on- premises hotel. Customers receive the benefits of both gambling facilities and lodging. Since the casino and hotel are located on the same premises, a gambler's necessities can be provided for in one location.
- 9. Conference Hotel A conferenceHotel is a type of accommodation, specialized in hosting the MICE traveler segment. The hotels are mostly strategically located near convention / conference centers, or if not located in the vicinity the hotels themselves will be suited with such
- 10. Convention Hotel Convention Hotels arethe places where there are events happening with large number of people gathering for a common purpose or having an agenda. For example a meeting of any group of people for satisfying their personal agendas whereas a conference center is a place where people come together for sharing, gaining and improving their knowledge.
- 11. Commercial Hotel Commercial Accommodation means accommodationin a building including part of a building or a group of buildings operated as a hotel, motel inn, boarding house, guest house, hostel, lodge, cottage, serviced apartment or similar establishment, or on sites developed for use as camping sites, where lodging is regularly or normally provided for a periodic charge, or other accommodation offered for short term occupation by person other than as the individual’s main residence.
- 12. Bed and BreakfastHotel A bed and breakfast is a small lodging establishment that offers overnight accommodation and breakfast. Bed and breakfasts are often private family homes and typically have between four and eleven rooms, with six being the average. In addition, a B&B usually has the hosts living in the house.
- 13. Chain Hotel A ChainHotel is a hotel that is part of a series or of a group of hotels operated by the same company or owner. The opposite of an independent hotel is a ‘chain affiliated hotel´ . A Hotel Chain, therefore, is an administration company, that manages a number of hotels (or resorts, B&Bs, hostels, motels etc.) having the same name but being located in different areas.
- 14. Independent Hotel An independenthotel is a hotel that is independently owned and run! It doesn’t allow any other proprietors to use its name/brand. Independent hotels are likely to operate in single or limited number of market probably may be with limited services or product. They have a large number of debtors owing to the fact that they are more likely to extend credit and thus may be seen more vulnerable to cash flow problems.
- 15. International Hotel Classification InternationalHotel Classification Standards for South ASIA adopted by the IUOTO(International Union o f Official Travel Organizations ) South Asia Regional Travel Commission at its meeting held in Teheran (Iran) June 1974. These standards have since been implemented by the States members of the WTO Commission for South Asia. • ONE-STAR HOTELS • TWO-STAR HOTELS • THREE-STAR HOTELS • FOUR-STAR HOTELS • FIVE-STAR HOTELS
- 16. The Major Departmentsof Hotel • Front Office Department • Housekeeping Department • Food and Beverage Service Department • Food Production or Kitchen Department • Sales and marketing • Personal and human resources • Account and finance • Security and engineering • Purchase and store
- 17. Front Office The Front Officein a hotel is the desk or office that books rooms for people and answers their questions .The Front Office is the Heart of the Hotel.
- 18. Front Office as theNerve Center of Hotel ✓Front office is the hub of the hotel operation ✓Welcoming guests ✓First to encounter the guest upon their arrival ✓Makes the first impression that the guest will receive and determines weather they like or dislike the hotel. ✓Proceed arrival and departure process ✓Coordinate guest needs
- 19. Organizational Chart of FrontOffice Department
- 20. IMPORTANCE OF FRONTOFFICE DEPARTMENT 1. MAKES A GOOD FIRST IMPRESSION 2. SOLIDIFIES YOUR REPUTATION AS A PROFESSIONAL 3. IMPROVES BUSINESS RELATIONSHIPS 4. MAKES VISITORS COMFORTABLE 5. ENHANCES COMMUNICATION
- 23. Core Functions ofFront Office Staff ➢Dealing with Customers ➢Facilitating Visitor Access ➢Managing Payments ➢Answering Phones ➢Welcoming Guests
- 24. The Role ofFront Office Department
- 25. CO-ORDINATION OF FRONTOFFICE WITH OTHER DEPARTMENTS
- 26. CO-ORDINATION OF FRONTOFFICE WITH OTHER DEPARTMENTS Housekeeping • Departure room • Clear Room • Up-to-date Room Status Information • VIPs • Groups • Crew • Flowers ENGINEERING and MAINTENANCE •Maintenance • Furniture • Fixtures • Facilities •Repair / Renovation
- 27. CO-ORDINATION OF FRONTOFFICE WITH OTHER DEPARTMENTS SECURITY: ➢ Guest Privacy ➢ Security FOOD and BEVERAGE: ➢Clean Table Cloths ➢Napkins ➢Clean Uniforms STORES: ➢Housekeeping Linen and Supplies PURCHASE: ➢Guest Supplies ➢Stationary ➢Linen ➢Detergents
- 28. CO-ORDINATION OF FRONTOFFICE WITH OTHER DEPARTMENTS PERSONNEL: ➢Recruitment ➢Salary ➢Indiscipline ➢ID Card ➢Locker Facilities ➢Transfer ➢Promotion ACCOUNTING: ➢ Placing order for Equipment and Supplies SALES and MARKETING: ➢Guest Satisfaction: Cleanliness ➢Late Check-out ➢Early Check-in LAUNDRY: ➢High Standard of Cleanliness ➢Wash and Dry-clean Linens and Uniform ➢Timely Supply
- 29. What qualities makea good Front Office Staff? • Communication • Multitasking • Organization and Attention to Detail • Technical skills • Problem-solving abilities and CriticalThinking
- 30. Front office Terminologies •Account Balance – Difference between charge and credits in an account • Account – Summary of all cash and credit transactions • Accounts receivable – Amounts due to the hotel • Airline Contract Rate – A special negotiated rate for airline crews • All Inclusive – A billing arrangement under which room charges include the guestroom, meals, beverages and activities. • Allowance – A benefit given to the guest in cash or credit • American Plan – Charges for room and all meals • Arrival – A guest who has come for check-in • Back of the house – The functional areas of the hotel in which staff have little or no guest contact, such as engineering, accounting. • Bed & Breakfast Plan – Charges for room and English breakfast
- 31. • Call AccountingSystem (CAS) – A device linked to the hotel telephone system that accurately accounts for guest telephone calls by identifying each phone number dialed from guestroom telephones and tracking charges • Cancellation – A confirmed booking that has been withdrawn by the guest • Cancellation hour – the hour after which a property may release for sale all unclaimed non-guaranteed reservations, according to property’s policy. • Check-in – A guest who has registered at the front desk • Check-out – A guest who has completed his billing formalities and departed • City Ledger – The collection of all non-guest accounts including house accounts and unsettled departed guest accounts. • Complimentary – Free use of room or services • Confirmation – A room reservation confirmed in writing by a guest • Continental Plan – Charges for room and Continental Breakfast • Corporate Rate – A rate for business houses that guarantee a minimum number of room nights per year • Credit – A facility that enables a guest to use goods and services now but
- 32. • Cut-off date– the date agreed upon between a group and a hotel after which all unreserved rooms in the group’s block will be given to the general rooms’ inventory for sale. • Daily Sales Recapitulation – A transcript of all sales of the hotel • Day Rate – A rate for guests who are not staying overnight • Debit – Charge to an account • Departure – A guest checking out of the hotel • Do-not-Disturb – A guest requesting not to be disturbed • Double Occupancy – Room occupied by two persons • Due Back – Cash amount owed to the cashier • Due Out – An occupied room expected to be vacated • European Plan – Charges for the room only • Family Rate – A rate found mostly in resorts for families on holiday • FIT – Free Individual Traveler, an independent guest, who books the rooms directly in the hotels • Floor Limit – A limit assigned to hotels by credit card companies indicating the maximum amount in credit card charges the hotel is permitted to accept from a card member without special
- 33. • Frequent TravelerRate – A rate that gains discounts for frequent use of the property under a Frequent Traveler Program • Front of the house – The functional areas of the hotel in which staff have extensive guest contact, such as the food and beverage and front office • GIT – Group Inclusive Traveler • Government Rate – A negotiated discounted rate with government bodies for their travelling officials and foreign visitors • Group Rate – A discounted rate for groups in view of volume business • Group – 15 or more guests travelling together • Guest Folio – A master bill of a resident guest • Housekeeping Status Report – A report prepared by the housekeeping department indicating the current housekeeping status of each room, based on a physical check. • House Count – The number of guests residing in the hotel • House Limit – A guest credit limit established by the hotel’s management • Incidental Charges – Charges made to a guest account other than the charges and tax for the guestroom • Late Charge – Amount posted to a guest account after check-out. • Late Check-out – A guest who has requested a departure beyond the official check-out time of the hotel • Master Folio – Common statement of account maintained generally for groups
- 34. • Modified AmericanPlan – Charges for room plus breakfast and lunch or dinner • No Baggage – A guest with no luggage • Non-group displacement – the turning away of transient guests for lack of rooms due to the acceptance of group business. Front Office Glossary [FOG 149] • Non-guest Account – Account of transactions of companies, groups and non-resident individuals • No-show – a guest who made a room reservation but did not register or cancel. • Occupancy – The number of saleable rooms occupied by guests • Occupancy Report – A report prepared each night by a front desk agent that lists the rooms occupied that night and indicates those guests expected to check out the following day • Outstanding Postings – The charges and credits awaiting entry in the guest folio • Overbooking – Booking rooms that are beyond the hotel room capacity • Package Rate – A rate quoted when there are events in the city and includes the price of access to the events • Paid-in-advance (PIA) – A guest who pays his or her room charges in cash during registration. PIA guests are denied in-house credit. • Paid-Out – Authorized cash payment made on behalf of a guest and charged to the guest’s account as a cash advances • Point-of-sale(POS) system – An automated network that allows electronic cash registers at the hotel’s points of sale to communicate directly with a front office system • Posting – Entry made in the guest folio • Rack Rate – The official rate of a particular category of a room established by the hotel on a given day
- 35. • Revenue Centre– A hotel division or department that sells products or services to the guests and thereby directly generates revenue for the hotel such as the front office, food and beverage outlets, room service and retail stores • Room Allocation – Assigning a room to a guest after he has registered into the hotel • Room Discrepancy Report – A report listing any discrepancies between front desk and housekeeping room status. Front Office Glossary [FOG 159] • Room Night – A charge for a one night occupation, spanning two days from noon to noon • Room Plan – A package proposal of room and meals in a single price • Room Revenue Day – 12 noon to 12 noon of the next day • Room Status Discrepancies – A situation in which the housekeeping department’s description of a room’s status differs from the room status information that guides front desk employees in assigning rooms to guests • Room Tariff – Room rate • Sales Summary Sheet – A record of all cash and credit sales made in a revenue outlet • Scanty Baggage- A guest with small hand luggage • Self-registration – A computerized system that automatically registers a guest and dispenses a guestroom key, based on the guest’s reservation and credit card information • Skipper- A guest who has departed without settling the bill. • Sold Out – It is a status in which all the rooms in the hotel are sold
- 36. • TDD –Telecommunications Devices for the Deaf is a specially designed piece of equipment which looks like a small typewriter • Trade Rate – A negotiated discounted rate with trade organizations that guarantee a minimum number of room nights • Transaction – Exchange of cash or credit for services purchased • Travel Agents Rate – A negotiated rate for volume business through travel agents • Travel Writers Rate – a discounted rate to encourage them to write about the hotel and facilities • Under stay- A guest who has checked out before his expected date of departure. • Upgrade – Change of room status to a higher rate and standard • Upselling – A sales technique where a guest is offered a more expensive room than what he/she reserved or requested and is then persuaded to rent the room based on the room’s features and benefits and his/her needs • Wake-up Call – A system to awaken guests at a time requested by them • Walk-ins – Guests who arrive at hotel without prior reservation • Walking (a guest) –Turning away a guest because of a lack of rooms • Wash down – blocking fewer rooms than the number requested by a group based on the group’s history.
- 37.