Types of Guests
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Business Traveler Leisure Traveler FIT, CIT, GIT, SIT, Group Traveler Purpose of visit, Guest preference On the basis of Purpose of Visit On the basis of Size On the basis of Origin
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Accounting System
Credit Monitoring
Floor Limit
Credit Limit
House Limit
Front Office Accounting Cycle
Stages of Settlement
Internal Audit
Handling Cash Float
Types of Transactions
Reservations Importance
Introduction to Reservations Department
Role of Reservations
Modes of Reservation
Sources of Reservation
Types of Reservation
Amendment Policy
Cancellation Policy
Front Office Equipments
Front Office Equipment
Semi Automated
Posting Machine
Cash Register
Wake Up Devices
Credit Card Imprinter
Typewriter
Non Automated/ Manual
Room Rack
Information Desk
Mail & Messege Rack
Key Rack
Folio Bucket
Automated
Credit Card Validator
Time Stamp Machine
Fax Machine
Call Accounting Sys.
Computers
Guest Cycle
Guest Cycle in Front Office
Pre-Arrival Stage
Arrival Stage
In-House Stage
Departure Stage
Post Departure Stage
Work Shift in Hotels
This document discusses different work shifts in hotel front offices. It describes various shift schedules including morning, afternoon, night, break, mid, and evening shifts. The basic tasks of front office staff are outlined, such as reporting to work on time, checking notices and hotel status, attending briefings, and handing over duties between shifts. Key information reviewed in the logbook is highlighted, including guest information, issues to report, requests, and reports to print like group balances and pending departure information. Reasons for correct reporting times, printer backups, the importance of the logbook, and printing emergency reports are questioned.
Classifying Functional Areas of the Hotel
Functional Areas of the Hotel
Inter-departmental Relationship
Front Office
Housekeeping
Food & Beverage Service
Food Production
Engineering
Maintenance
Information Techonology
Accounts
Finance
Security
Human Resources
Sales & Marketing
Front Office Organizational Structure
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
Handling Guest Complaints in Front Office
What is a Complaint?
Guest Complaint Cycle
Do's & Dont's While Handling a Complaint
Reason for Guest Complaints
Normal Reaction to Complaints
Types of Guest Complaints
Benefits of Complaints
Types of Complaint Guests
Importance of Customer Service
Benefits of Customer Recovery
Front Office Sales & Marketing
Front Office Sales & Marketing
Introduction to Marketing
Role of Front Office
Core Concepts of Marketing
Marketing Management Philosophies
Market Mix
Relationship between Front Office & Sales & Marketing
Market Segments
SMERF
Market Segment Strategies
Importance of Market Segments
Selling Techniques
Guest Satisfaction
Night Audit in Front Office
Night Audit in Front Office
Introduction
Functions of Night Audit
Duties of Night Auditor
Audit Posting Formula
Bucket Check
Night Audit Process
Night Audit Reports
Rate Variance Report
Revenue Report
Occupancy Report
Commission Report
High Balance Report
Operating Modes
Important Terminologies
Credit Control in Front Office
Introduction to Credit Control
Cash Control
Internal Control
Elements of Internal Audit
Principles of Internal Audit
Physical Control Measures
Cash Inflow Control
Why do hotels sell on credit
Objectives of Credit Control
Credit Control Problems
Methods of Credit Control
Credit Control for guests at check-in
Credit Control during guest stay
Credit Control during/ post departure
Credit Control for Companies/ Travel Agents
Check-out & Settlement in Front Office
Check Out & Settlement in Front Office
Stages of Settlement of accounts
Types of Accounting Systems
Check Out Concerns
Check Out Process
Mode of Payment
Self Check Out
Express Check Out
Front Office Accounting
Front Office Accounting
Basics of Front Office Accounting
Types of Accounts
Types of Folios
Types of Postings
Types of Vouchers
Accounting Terminologies
Accounting System
Credit Monitoring
Floor Limit
Credit Limit
House Limit
Front Office Accounting Cycle
Stages of Settlement
Internal Audit
Handling Cash Float
Types of Transactions
Basic International Hotel Brands
Wyndham Hotels & Resorts
Marriott International
Hyatt Hotel Corporation
Accor Hotels
Hilton Worldwide
Intercontinental Hotel Group
Radisson Hotels
Basic Indian Hotel Brands
Taj Group of Hotels
The Oberoi Group of Hotels
The Leela
Indian Tourism Development Corporation (ITDC)
ITC Hotels
The Park Hotels
Introduction to Hospitality
Introduction to Hospitality
Difference between hotel management & hospitality management
4 Sectors of hospitality
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Types of Guests
- 1. Types By Arpendra Chauhan Of Guests
- 2. —SOMEONE FAMOUS “The more you know about your guests, the easier it becomes for you to serve them.”
- 3. WHAT YOU NEED TO KNOW ABOUT THE GUEST? Guest Preference Basic Information Facilities & services expected Hotel’s privacy policy Number of travelers Purpose of visit Origin
- 5. > Pleasure Traveler/ Leisure Traveler/ Tourist > Seasonal Traveler > Attracted by festivals, sports, events etc. > Price sensitive traveler > Personal income determines the needs < Domestic Tourists (Local Tourists) < First Individual Travelers (FIT)- Any guest who makes a direct booking for himself via any source < Group Individual Traveler (GIT) < Special Interest Traveler (SIT) Traveling to same place for same interest < Corporate Traveler OR Business Traveler Travel throughout the year except holidays Short lenght of stay Stay in same hotel BASISONPURPOSEOF VISIT
- 6. Ease in making a reservation Quick & efficient check-in Reliable & comfortable product BUSINESS GUESTS- WHAT DO THEY WANT? Business Centre facilities eet meeting place ke lounge, bar, erence room etc. rly breakfast & uick check out Leisure facilities
- 7. TOURISTS- WHAT DO THEY WANT? Convinient Location Foreign Currency Exchange Friendly staff Budget accommodation
- 8. BASIS OF SIZE & ORIGIN DOMESTIC Depending on the area, location, country etc., the origin of the guest is decided. C-form needs to be filled for foreign nationals. INTERNATIONAL FAMILIES Families could be looking for a short break with a weekend getaway or a long, relaxed summer vacation. Mostly include children of all age groups, kids friendly activities. SOLO TRAVELER Could be a business or leisure or adventure traveler. Could also be an important international delegate or a VIP. GROUP GUEST Could be leisure or corporate. Requirements of big banquet & lawn area for function & meetings. <ORIGIN>
- 9. Domestic & International Business Traveler Leisure Traveler CorporateCommercial Institutional Family Single Special Interest Business person/ Company Executives Delegates/ Conventions/ Programmes/ Meetings/ Seminars/ Award Ceremonies Government Associates/ Educational Organisations Families/ Vacationers/ Reunions/ Sightseers/ Climate Hitch-hikers/ Youth/ Students Sports/ History/ Architecture/ Wildlife/ Health/ Fishing/ Shopping/ Culture
- 10. ASSIGNMENT ● What is the difference between a FIT, CIT, and GIT ? ● How many minimum rooms are considered as a group? ● What are the features the following would prefer: Corporate Traveler Commercial Group Institutional Traveler Leisure Traveler Women Youth Special Interest Group
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