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lecture for handling front office operations
- 1. FRONT OFFICE OPERATIONS HOSPITALITY MANAGEMENT Prepared by:Mechille E. Lugo Instructor
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- 3. What are yourfirst impressions of this setup, and how do you think it influences guest perception?
- 4. WELCOME TO OUR CLASS! The frontoffice is the heart of any hospitality or service-oriented business, serving as the first and last point of contact for guests, clients, or customers. In this class, we will explore the essential roles, responsibilities, and skills required to manage front office operations effectively. From handling reservations and guest relations to communication, professionalism, and problem-solving, you will gain the knowledge and practical insights needed to create outstanding customer experiences. Get ready to develop a strong foundation in front office management and elevate your hospitality expertise!
- 5. UNIT 1: INTRODUCTION TO FRONTOFFICE What is Front Office Front Office Functions Organizational structure and personnel (with its duties and responsibilities) Front Office Personality Front Office Operations Front Office Lay out Guests’ Cycle
- 6. WHAT IS FRONT OFFICE? Frontoffice is the first department of hotel which comes in guest contact, at the time of guest arrival and the last department when they depart from the hotel. This department performs the various functions like reservation, reception, registration, room assignment and bills settlement of a resident guest. The guest remains in contact of front desk for information and any kind of help. Thus we can say that the Front Office is the hub of hotel operations.
- 7. This unit isaimed to provide a good understanding on the part of Hotel Front office and Role in Hotel Revenue Generation, Preparing for Guest Services, Relationship & Coordination with Housekeeping and other Divisions, The Hotel Organization and the front office manager, Effective interdepartmental communications, and Front Office Structures, layouts Trends & Practices followed in hotel.
- 8. FUNCTIONS OF FRONT OFFICE DEPARTMENT Thefront office as the name suggests is the first and last point of a contact for a guest and its unique roles are to: 1)sell hotel rooms through systematic methods of reservations as revenues from the sale of rooms contribute to fifty percent or more to a hotel’s profit. 2)register guest and assign rooms to them. 3)create the image of the property as it is the first and as well the last point of guest contacts with the hotel
- 9. FRONT OFFICE FUNCTION S Sell roomsReserve Rooms The essential functions of the front office department are to: Register guest into the hotel Assign Rooms Coordinate with other services of the hotel Control guest room keys Provide in-house and external information to guests Maintain guest accounts and settle their bills accurately
- 10. FRONT OFFICE FUNCTIONS- ACTIVITY 1 Groups yourselvesinto 6. Assign members to Front Office roles: 1. Reservation Agent 2. Receptionist 3. Concierge 4. Telephone Operator 5. Cashier 6. Guest(s) (roles can rotate per station) Rotate roles after each station activity to allow all students to experience being both staff and guest.
- 11. FRONT OFFICE FUNCTIONS- ACTIVITY 1 Provide Materialsand Props You may print or prepare: 1. Registration Card 2. Guest Folio 3. Reservation Slip 4. Telephone Message Pad 5. Map or Brochure of Local Attractions 6. Fake Money / Room Key Cards / ID cards Props: folders, clipboards, toy phones, uniforms (optional), or front desk signage.
- 12. FRONT OFFICE FUNCTIONS- ACTIVITY 1 INSTRUCTIONS: Station 1:Reservation Function: Handle guest reservation inquiries via phone or email. Key tasks: Check availability, collect guest details, confirm reservation, offer upgrades or promos. Station 2: Reception/Check-in Function: Welcome and register the guest. Key tasks: Verify ID, assign room, issue key, give welcome greeting.
- 13. FRONT OFFICE FUNCTIONS- ACTIVITY 1 Station 3:Concierge/Guest Services Function: Provide information, assistance, and recommendations. Key tasks: Give directions, book restaurant or airport shuttle, promote amenities. Station 4: Telephone Operator Function: Answer calls, transfer calls, take messages. Key tasks: Answer with professional greeting, take accurate notes, transfer or respond to calls. Station 5: Cashiering / Check-out Function: Process guest payment and checkout. Key tasks: Present folio, compute balance, accept payment, issue receipt.
- 14. FRONT OFFICE FUNCTIONS- ACTIVITY 1 PREPARE YOUR2-3 Minute script
- 15. FRONT OFFICE FUNCTIONS- ACTIVITY 1 Criteria Excellent(10) Good (8) Fair (6) Needs Improvement (4) Knowledge of front office task Task completed confidently and accurately Minor error, mostly accurate Lacked fluency, missed steps Didn’t demonstrate understanding Professionalism and behavior Courteous, warm, respectful throughout Generally polite Minimal customer service behavior Unprofessional demeanor Communication and language use Clear, confident, industry-appropriate Clear but hesitant Incomplete phrases, lacked confidence Poor grammar or unclear Teamwork / Role adherence Worked well with team, stayed in character Minor slip out of role Needed reminders of role Did not follow role at all Problem-solving and initiative Anticipated guest needs, offered solutions Responded well when prompted Hesitant in handling situations Unable to resolve or act on issues EVALUATION CRITERIA (PER STATION TASK)
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- 17. GUESS WHAT??? The departmentthat is responsible for being the first and last point of contact for guests, ensuring a smooth check-in and check-out process. Housekeeping Front Office Engineering/ Maintenance Food and Beverage
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- 19. GUESS WHAT??? One ofthe key responsibilities of the reservation section is to maximize the sale of rooms and ensure proper documentation of guest bookings. TRUE FALSE
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- 21. GUESS WHAT??? His mainresponsibility is to welcome guests, complete registration formalities, and assign rooms. Housekeeping Manager Receptionist Chef Security Officer
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- 23. ASSIGNMENT: Answer the followingin paragraph form: 1. Define each of the following Front Office functions and explain their importance in hotel operations: Reservation Registration (Reception/Check-in) Concierge/Guest Services Telephone Operator Cashiering (Check-out) 2. For each function, give a realistic example scenario (1–2 sentences per function) that demonstrates what a front office staff member might do in that role. 3. In your opinion, which Front Office function plays the biggest role in guest satisfaction, and why? Support your answer with specific reasons (minimum 5 sentences). 4. Based on your recent role-play activity, what did you learn about communication and professionalism in the front office? (Minimum 5–8 sentences reflection)