1. Hotel
Front Office Operation
BY:
SHANTIMANI SATHWARA
LECTURER
PCTE

2. Functions of a Hotel
 Functions…
– Lodging
accommodations
– Revenue centers
– Cost centers
– Serve and enrich society
– Profit for the owners

3. The Executive Committee
 Executive Committee…
– General Manager
– Human Resources & Training Manager
– Food & Beverage Manager
– Executive Chef
– Executive House Keeper
– Front Office Manager
– Sales & Marketing Manager
– Chief Engineer
– Unit Financial Controller
– Chief Security Officer

4. Front Office
 Front Office…
– Lobby
– Reception
– Cashier
– Reservations
– Telephone Operator
– Concierge
– Guest services
– Bell desk

5. Basic Functions of the
Front Office
 Front Office…
– Sell rooms
– Maintain balanced guest
accounts
– Offer services such as
faxes, mail, messages,
travel desk, currency
exchange etc.
– Request/ Queries/
Complaint handling
– Telephone handling

6. Different Room Rates
 Room Rates…
– Rack rate
– Corporate
– Government
– Privilege cards/ Membership Cards
– Travel agent rates
– Group rates
– Promotions/ Weekend Rates
– Crib Rate
– Crew Rate
– Day Rate

7. Types of Rooms
 Single Room
 Double Room
 Twin Bedded Room
 Interconnected Room
 Triple Room
 Quad
 Double-Double Room
 Suite

8. Types of Rooms (Contd..)
 Studio Room
 Cabana
 Lanai Room
 Parlor
 Efficiency
 Hospitality
 Hollywood Living Room
 Adjoining Rooms

9. Duties of a
Front Office Assistant
Front Office Assistant…
 Reservations
 Check-ins
 Guest inquiries
 Room changes
 Coordinate with other departments
 Check-outs
 Telephone
 Complaint Handling

10. Job Responsibilities of a Front Office
Assistant
At Reservation:
● Promptly and Courteously handle all Reservation
requests
● Update regularly the Reservation Chart and Rack
● Keep all Reservation Correspondence up-to-date
● Keep Room Availability Status Board up-to-date
● Handle amendments and cancellations of
Reservation
● Send Expected Arrival List to all concerned
departments

11. Job Responsibilities of a Front Office
Assistant (Contd..)
At Reception:
● Promptly and courteously welcome, register guests
and assign them rooms.
● Calculate Room Availability position and prepare
room reports and occupancy statistics.
● Update the Room Rack/ Information Rack regularly.
● Handling complaints, requests of guests and
enquiring guest satisfaction.
● Complete pre-registration formalities.

12. Job Responsibilities of a Front Office
Assistant (Contd..)
At Reception (Contd..):
 Execute government formalities regarding foreigners
 VIP rooms checking, blocking and issue VIP
Amenities voucher
 Co-ordinate closely with Housekeeping for clearance
of rooms to sell
 Formulating policies on groups and overbooking
levels in consultation with management
 Deliver mail, messages to the guests
 Provide safe keeping for guest valuables