The document outlines the units and topics covered in a front office operations course, including guest services, uniformed services, telephone etiquette, front office organization, and front office operations. It provides details on procedures for tasks like mail handling, message handling, room changes, wake up calls, and the roles of staff like bell boys, bell captains, concierges, and valet parking attendants. Key information is also given on local areas of interest for guests in Chennai, India.

1. DHM15207 FRONT OFFICE OPERATIONS - 1
UNIT 1- Guest Services
1.1 Information Services
1.2 Mail Handling
1.3 Message Handling
1.4 Key Types
1.5 Local information about Chennai
1.6 Guest room change
1.7 Wake-up calls
UNIT 2 – Uniformed Services
2.1 Bell Desk
2.2 Bell Captain
2.3 Bell Boy
2.4 Errand Card
2.5 Luggage Tag
2.6 Concierge
2.7 Valet Parking Attendant
2.8 Door Man
2.9 Left Luggage Handling
Unit 3 – Telephone Etiquette
3.1 Telephone Procedures
3.2 Do`s Don’ts in telephone Handling
Unit 4 – Front Office Organization
4.1 Importance of Front office
4.2 Layout of front office
4.3 Hierarchy of front office small, medium,
large hotels
4.4 Equipments used in front office
Unit 5 – Front office operations
5.1 Duties & Responsibilities of front office
FOM, Bell boy, reception, reservation,
GRE/GRM, cashier
5.2 Characteristics of front office staff
5.3 Cooperation of front office with other
departments.
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2018
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5.  Information about hotel policies
 Information about the hotel’s facilities
 Directions to local companies
 Directions to the nearest places of worship
 Directions to nearest ATM
 Directions to the nearest shopping center
 Directions to tour (sightseeing)
 It brings image to the hotel
 It helps to increase the hotel revenue
Note: Front office staff must be able to respond the guest request
Key terms: information, directions, guest, atm, tour, car, bank, pets, check in/out
time, flight timings & fare.
5

6. Mails received at front office
Stamp with date & time, Enter the received mails in the mail log book
Sort Mails & Arrange in alphabets order
Guest Mails Hotel Mails
Send to the information desk.
Resident Guest Departed Guest Future Guest
If guest in
room, send a
bell boy to
deliver the
mail,
If guest not
in room,
place a
mails in key
rack &
deliver when
the guest
comes collect
the key.
Check guest
address,
redirect the
mail
if not, send
back to the
sender
Send the mail
to the
reservation
section, where
it will attach
with the GRC
Official Mails Employee mail
Send to respective offices, like:
HR, A/c, S&M, E&M, etc..
Send to
time
office.
Place in the
mail rack from
where
employees can
collect their
mails at the
time of check
in/out
1.2 Mail
Handling
Procedure
6

7. A telephone call / visitor for a guest
Check whether the guest in his room
The guest is not in the room The guest is in the room
If the guest has left a
location form, locate
the guest & inform
about the same
Connect the call to
the guest room or
inform the guest
about the visitor
If the guest has not left a
location form, note the message
on a message slip.
Resident Guest
Departed guest
Future Guest
Note the message on a message slip
& send to the reservation section,
where it will attach to the GRC,
where it can be delivered to the
guest at the time of check in.
Note the message on a
message slip in duplicate.
Keep the original copy
along with the room key &
ask the bell boy to slip the
duplicate copy through the
door of the guest room.
Check if the
guest has left any
mail & message
forwarding
details & act
accordingly
1.3
Message
Handling
Procedure
7

8. Types of keys:
1. Guest key - Opens a single guest room
2. Floor key - opens a particular floor / section rooms
3. Master key - Opens all guestrooms that are not double-locked
4. Emergency key - Opens all guestroom doors, even when they are double-locked
Uses of key control:
• It prevents disturbance
• It gives security of the guest
• It gives safety to guest belonging
• It prevents unauthorized access to the guest room
• To maintain a guest privacy.
Note: To ensure the safety & security of guests belongings
The front desk must keep the room keys in safe security
Key terms: Electronic Locking System, Safety, Security, Privacy, 8

9. 1367- Maadarasanpattanam – Vjayanagar era
1639- Madras – “face of the city” /“juice of honey”
1969 –named Tamilnadu state &1996- named Chennai
Chennai amazing Facts
 1678 St. Mary’s Church in India
 1687 -2nd oldest corporation in the world
 1844“Higginbothams” 1st book shop in India
 1853 Royapuram is oldest railway station in India
 1863 Spencer Plaza oldest Shopping mall -India,
 1917 Flight service was introduced in
 1925 Bus transportation was introduced
 1920 YMCA -Asia’s 1st college for “Physical
Education”
 1920 is the oldest Cancer hospital in India.
 1930, 1st music course introduce by Madras univ.
 1959 LIC building tallest building at that time
 Chennai contributes 40 % Gold sales in India
 Kathipara flyover in Guindy is the largest Clover
leaf shaped flyover in Asia
 Asia’s largest IT Park. SIPCOT (Siruseri)
 Biggest bus terminal in Asia - Koyambedu
CMBT
 Oldest cricket stadium in India Chepauk M.A.
Chidambaram
 Chennai is the only Indian city to be attacked
during world war 1
 Biggest library in Asia -Anna Centenary Library.
 1st public zoo- Vandalur zoo & largest in India.
 2nd largest beach Marina Beach is the world
 3rd biggest mall in India Phoenix shopping mall
 4th Most populous metropolitan city in India
 31st Largest metropolitan city in the world
 Key terms: Tour, museum, art, shopping,
beach, temple, zoo, theme park, airport, rail.
9

10. 1. Guest request room change at reception
2. Receptionist ask guest problem, try to solve it
3. Get ready the guest room – inform the house keeping
4. Inform to bell boy, shift the luggages to the new room
5. Hand over the key to the guest
6. Pass communication to housekeeping & other departments (mail or software)
Note:
 Analyze why the guest want to change room, study it, & resolve it
 It increase the room cost, manpower shortage problem, Guest dissatisfaction
 Procedure depends up on hotel policy.
Key terms:
New room, bell boy, shift luggage, new key, inform to HK.
10

11. Means:
• Hotels offer wake-up call services,
• Hotel staff makes a telephone call at a requested time to awaken a guest.
Procedure:
• The wake-up call request is entered in the wake-up call register .
• The telephone operator gives the wake-up call to the guest at the specified time.
• The front desk notes the details in the wake-up call sheet.
Format: wakeup call register
Note:
• Guest may inform to front desk, bell desk, information, or telephone operator
• Procedure depends up on hotel policy.
Keyterms: Wake up, call at specified time, details maintain in register. 11
Date Name of guest Room no Wake up call time Call given by Remarks

12. • A place located at the lobby (near by
reception counter)
• It is a bell boy place - assemble
• It is maintained & control by bell
captain
• A place for allocate the jobs to bell boy
• Pass the information to bell boys &
reception
Jobs
 luggage tagging
 left luggage handling
 take luggage to guest rooms (check in)
 luggage down form guest rooms
(check out).
Key terms: luggage handling.
Bell captain
• Bell captain is a uniformed staff
• Bell boys will report to bell captain
• Bell captain report to lobby manager
• Prepare duty roaster
• Who handle the bell boys
• Pass the information to bell boys
Duties & Responsibilities:
 Maintain enough bell boys for the
shift
 Maintain registers
 Coordinating with bell boys
 Train bell boys
Key terms: Handle the bell boys
12

13. Bell boy
– Bell boy is a uniformed staff
– Bell boy will report to bell captain
– Who handle the Guest luggages (check in & check out times)
Duties & Responsibilities:
 Do paging service – locate the guest
 Do sundry service – buy behalf of the guest
 Rooming the guest room – explain the room facilities to the guest
 To deliver mail, packages, & messages to guests in their rooms.
 To put luggage tag at the time of arrival of guest.
 Luggage handling
 Left luggage handling
 Coordinating with bell boys
Key terms: Handle the guest luggage. 13

14. Errand card
– Its maintain by bell boy & There are two cards
– Arrival errand card (check in ) and departure errand card (check out)
– Card used during guest luggages handling by bell boy.
14
Arrival Errand Card
Bell boy name Name of guest Room no
Articles
Suitcase Hand bag Package Briefcase Others
Bell captain (signature) Receptionist (signature)
Departure Errand Card
Reception Cashier Departure date & time
Bell boy name Name of guest Room no
Articles
Suitcase Hand bag Package Briefcase Others
Baggage brought
down by
(Signature) Baggage loaded by (signature)

15. Luggage Tag
• Luggage tag should put in every guest luggage
• It help to identify guest luggage
• It generally done when guest check in
• This job will done by bell boy
Key terms:
Tagging the guest luggage
15

16. Hotel ABC
_______________________________
Guest Signature
………………………………………………………..
.
Luggage Tag
_______________________________
Guest Signature
Hotel Copy
S.No : 810
Name: _______________
Room No: _____________
No. Of Items ____________
Date Of Deposit:______________
Date Of Collection: ______________
Actual Date Of Collection: _____________
………………………………………………………………………………….
Guest Copy
S.No : 810
Name: _______________
Room No: _____________
No. Of Items ____________
Date Of Deposit:______________
Date Of Collection: ______________
Actual Date Of Collection: _____________
 Suitcase
 Travelling Bag
 Brief Case
 Others
Terms & Conditions:
1. This Ticket To Show At The Time Of Collection Of
Baggage
2. No Responsibility After 30 Days.
LUGGAGE TAG
Front view of luggage tag Back view of luggage tag
16

17. • He is a uniformed staff
• A hotel employee who provides information to guest
• To employee multilingual concierge
• A staff who do personalized services to guest
Like
• Dinner reservation
• Tour
• Travel arrangements.
Duties & Responsibilities:
 To provide guest with direction to attractions or facilities in or outside the property.
 To give information about service.
 To make reservations for airlines & other from of transportation.
 To obtain necessary tickets.
 To make guest reservation for the theater
 To arrange secretarial & other office services.
 To handle guest complaints & solve problems to the degree possible.
Key terms: Personalized service 17

18. Position Summary:
• A person who provide parking service for guest automobiles (car)
Duties & Responsibilities
 It offering in 5 Star hotel
Specially trained employees should park the guest cars.
Personal attention and security given to guest car
Guests do not have to worry about finding a parking space,
Note the existing damages on hotel portion ticket
Issuing a receipt to the guest.
 It is usually in the form of a ticket or a tag.
Cars should be only returned to the guests when they return the receipt.
Reports & information to the front desk each night.
So that parking charges can be posted to guest accounts.
Position Title :
Reports to : Lobby Manager
18

19. Summary:
Door attendants/ Link man / Door man /commissionaire
 They are dedicated to welcoming the guests to the hotel.
 The persons who provide curb-side baggage service.
Duties And Responsibilities
 Opening hotel doors and assisting guests upon arrival.
 Helping guests and unload luggage from vehicles.
 Escorting guests to the hotel registration area.
 Controlling vehicle traffic flow and safety at the hotel entrance.
 Car for taxi upon request.
 Assisting with valet parking services.
19
Position title: Door Attendant / Link man / Door man / Commissionaire
Reports to: Lobby Manager

20. Left Luggage Means:
• A Guest request the hotel to keep his luggage after the check-out
Procedure For Left Luggage Handling:
Accepting Luggage:
1. The staff makes sure that the guest wishing to keep his luggage
2. The guest should cleared his bills.
3. The luggage tag is filled and tied to each luggage.
4. The details are entered in the left luggage register
5. The counterfoil of the luggage tag is torn and handed over to the guest.
6. The guest is required to present the same for the collection of his luggage.
7. The luggage is kept in the left luggage room.
Synopsis:
Left luggage Means
Procedure for Left a Luggage Handling
Accepting the Luggage
Delivering the Luggage
Left Luggage Register
20

21. Delivering Luggage:
1. The staff request the guest is to show the luggage tag counterfoil.
2. The staff tallies the luggage tag
3. The staff makes an entry in the left luggage register
4. To requests the guest to sign for the delivery of the luggage.
5. Hands over the luggage to the guest.
21

22. Scanty Baggage Handling Procedure:
1. Greet the guest as per the time of the day
2. Ask the guest to fill the GRC- Guest Registration Card
3. Stamp the GRC with the Scanty Baggage
4. Take the authorization with the lobby manager
5. Ask for the advance payment
6. Allot the room
7. Issue the key
8. Call the bell boy
9. Escort the guest to the room
10. Wish the guest an enjoyable stay
11. Send a note of APC (all payment cash) to all POS (point of sale)

23. 1. Smile even though you are on the telephone:
– When you are smile, you automatically improve your vocal quality.
– You’ll sound pleasant & interested.
2. Sit or stand up straight:
– By sitting or standing up straight, you’ll be more alert.
– And pay better attention to what is being said.
3. Use a low voice pitch:
– A lower voice pitch will make you sound more mature & authoritative.
4. Match your speaking rate to the caller’s:
– Let the caller set the tempo of the conversion.
Eg: he or she may be in a hurry; in that case, you should provide information more quickly
5. Avoid extreme in volume:
– If you speak too loudly, you may sound rude or pushy.
– It you speak too softly, you may sound timid (nervous/shy) or uncertain.
6. Avoid expressions such as “uh-huh” & “yeah”:
– Such expressions make the speaker sound dull, indifferent, & uninterested.
23Any telephone conversation can be improved by the following these guidelines
Golden rules for good
telephone techniques

24. Do’s
• Alertness & listen/discuss
• Answer promptly & speak clearly
• Identify yourself
• Be enthusiastic, naturalness, expressive
• Talk with a smile in your voice
• Lower the pitch of your voice
• Talk in a positive mood
• Transfer calls quickly and correctly.
• Handle the instrument correctly
Don’ts
• Not attend the call
• Receiver put down heavily on the table
• Mutter (murmur)
• Speak in a high pitch Voice
• Speak Negatively
• Ramble (walk)
• Remove the receiver then replace without speaking
24

25. Position Summary:
• Who manages the switch board.
• To coordinate wake up calls.
Duties & Responsibilities
 To answer all incoming calls.
 To direct calls- guest, staff, & department etc.
 To take & distribute message for guests.
 To perform wake-up call services.
 To provide information about guest services to guest.
 To help for outgoing calls.
 To provide paging services to guest & employee.
 To answer question about hotel events & activities.
 To understand (PBX) Private Branch Exchange - switch board operation.
 To knows what action to take when an emergency call is requested / received.
Position Title : Hotel Switch Board Operator / Telephone Operator
Reports To : Front Office Manager
25

26. • To be face of the hotel (image)
• To be focal point of activity (nerve centre)
• To Give the first impression to the guest
• To Sells the rooms
• To Provide information to other department
• To Generate customers for the hotel
• To Generate customers for other departments
• To Help in planning a duty roaster to the staff
• To coordinate the guest services
• To maintain the guest account statement
• To help for increase the room revenue
• To Help the management to do business strategies
Keyterms: Face, focal point, sells, information, revenue ,accounts maintain.
26

27. Functions Areas of Front Office:
1. To sell guest rooms
2. To sell other products
3. To register guests.
4. To assign guest rooms.
5. To co-ordinate guest services.
6. To provide information about the hotel.
 The surrounding community
 Any attractions or events of interest to guests.
7. To maintain accurate room status information.
8. To maintain room key inventories.
9. To maintain guest accounts statement.
10.To complete proper financial settlement.
27

28. Synopsis
• Introduction
• Door man
• Valet parking Attendant
• Bell boy
• Travel desk
• Safety lockers
• Lobby manager
• Information
• Telephone & Telex operator
• Reservation
• Registration
• Reception / Front desk
• Cashier
• Front office Manager
• General Manager.
• Conclusion. 28

29. 29
LOBBY
Left Luggage
Room
Jewellery Shop Souvenir Shop
Back Area
Concierge Reception Cahier
Reservation
Office
Telephone
Operator
Safety
Deposit locker
Guest Relation
Executive
Desk
Counter for
Groups
Arrival
Beauty
parlor
Gents
Toilet
Ladies
Toilet
Entrance
Bell Desk Travel Desk
Lobby
Manager
Desk
Door Man Valet parking AttendantSecurity
Front Office
Manager
Sales & Marketing
Office
EXIT
Public Phone
House Phone
Information
et

30. LAYOUT /AREAS / LOBBY / OF FRONT OFFICE DEPARTMENT:
Introduction
• Every hotel have their own lobby layout structures as per their needs.
• Here we find the most common seen layout in the hotel.
Door Man / Link Man / Door Attendants / Commissionaire
• To dedicated to welcome the guest to the hotel,
• To open hotel door, assisting upon guest arrival.
Valet Parking Attendant / Car Parking Attendants
• Who parks the guest cars / automobiles.
Bell Boy / Bell Hops / Bell Attendants / Porter (handle guest baggage)
• He carries guest baggage during check in & check out at the hotel.
• Persons who provide baggage service between the lobby area & the guest room.
Travel Desk
• A person who looks for transaction of guest from place to place.
• Book tickets on behalf of guest – airlines, railways, steamship, & taxies on
commission basis.
30

31. Safety Lockers:
• Where the guest avail on request.
• The guest can place their valuable things in the safety lockers.
Lobby Manager / Duty Manager:
• He controls the team of lobby supervisors & lobby attendants.
• He should ensure that the lobby desk is running smoothly.
(GRE) Guest Relation Executive:
• She is responsible for receiving the (VIP) very important person.
• Concentrate mainly on maintaining good relation to the guest.
Information Assistant:
• To provide up to date information of the hotel & city to the guest.
• To receive guest mails & forward them correctly.
Telephone Operator:
• Who manages the switch board.
• To coordinates wake up calls..
31

32. Reservation
• Who responds to reservation requests.
• To create and maintain reservation records.
Reception Assistant
• These people register guest name & Assign the room.
• To calculate the room availability position.
Cashier:
• Who handles money, post charges.
• To over-sees guest account settlement.
Front Office Manager: (FOM)
• He is responsible for room sales & quality service to the guest.
• He has to report to (GM) General Manager of the hotel.
General Manager:
• The most powerful and more responsible person in the hotel.
• Who directs all department HOD- head of the departments in the organisation.
Conclusion:
• These are the basic layout of front office department in the hotel industry. 32

33. 4.3 Front Office Hierarchy / Organizational chart / FO core areas in a hotel
FO Organization Of a Large (or) Medium Star Hotel 33

34. Front Office Organizational chart Of 3Star Hotel
Front office Manager
Secretary
Head Receptionist Bell Captain Cashier
Receptionist Bell Boys
Note: Give explanation based on the marks in the examination

35. Introduction:
• To help in record keeping in the system.
• To combine elements in each approach.
• To produce effective & comprehensive system – everything need / relevant.
Front Office Equipment Facts:
4.4 Front Office Equipment (Non Automated, Semi Automated And Automated)
Time FO Equipments Operations years
Past Non – Automated Manuel Before 1920s
Present Semi - Automated Electrical-Mechanical During 1970s
Present – future Fully - Automated Computer Based After 1970s
Synopsis:
• Introduction
• Front Office Equipment - Facts
• List Of Front Of Equipment
• Conclusion.
35

36. Non – Automated:
• It relies fully on handwritten forms.
• Some small hotels still use it.
Semi-Automated:
• It relies upon both handwritten & machine produced forms.
• Merit: better than no-automated, easy to read.
• De-merit: complexities of operating & controlling devices maintenance problems.
Full-Automated:
• It used in fully automated hotels.
• FO used for record keeping in computer based.
• 1970’s 1st introduce in hospitality industry.
• It attract the largest properties.
• 1980’s – Computer equipment less expensive
 More compact
 Easier to use
 User friendly software packages
 Not require sophisticated technical training as demand earlier. 36

37. Non- Automated / Manuel
• Information Rack
• Mail Rack
• Message Rack
• Key Rack
• Luggage Trolley
Semi- Automated:
• Telephone
• Wake-up Device
• Key card coder machine
• Card Swiping machine
• Bomb detector (hand)
Fully Automated:
• Baggage scanner
• Fax Machine
• Computer – PMS 37

38. List Of Front Office Equipment:
• Room Rack
• Luggage Trolley
• Wake-up Device
• Fax Machine
• Card swiping machine
• Call Accounting System
• Computer.
Room Rack:
• It is a piece of FO equipment.
• It is traditionally considered the most
important.
• It contains a summary of information about
the current status of all rooms in the hotel.
Luggage Trolley:
• To handle the guest luggage form lobby to
room & room to lobby (car)
Wake-up Device:
• Many hotels use automated software to
provide wake –up calls.
• The guests are fed into this system, then
particular room automatically rings at the
mentioned time thus waking up the guest.
Fax Machines: The full form of the Fax is
Facsimile Automated Xerox machine.
• This equipment operates through telephonic
lines and is used extensively to receive or
send official documents.
Card swiping machine:
• This equipment helps the hotel get the
money form guest account card.
Call Accounting System:
• The call accounting system is called PABX
(Private Automated Branch Exchange)
• It is used in Telephone exchange section of
the front office department to automatically
trace and bill the outgoing calls made by the
guests during their stay in the hotel.
• Computer: Almost all the hotels of the
world is using computer these dates for the
successful operations of the hotel. A
computer is very essential equipment where
one can feed various data and information .
38

39. Position Summary:
• Be in-charge, supervise & ensure smooth operation FO department.
Duties & Responsibilities:
 To direct & coordinate the activities the Front office department.
 Responsible for hiring, training, supervising, motivating, appraisal & promoting
the staff.
 To give work for Front office staff
 To follow (SOP)- standard operating procedure
 To prepare the budget
 To ensure proper grooming for staff
 To forecast
 To review all reports
 To keep up new trends
 To resolve guest problem quickly
 To hold regular departmental meetings.
 To attend regular departments head meetings.
Position Title :
Reports to : General Manager
39

40. Position Summary:
He carries guest baggage during check in
& check out in the hotel.
Duties & Responsibilities
 To put luggage tag at the time of arrival of guest.
 To escort the guest to the room
 To rooming the guest room.
 To keep records of the left luggage rooms.
 To inform to front desk about the scanty baggage guest at the time of guest check-in.
 To deliver mail, packages, & messages to guests in their rooms.
 To help in locating guests is paging.
 To perform sundry guest services: like postage of guest mails, making purchase
from outside the hotel premises like flowers, etc..
Position Title : Bell Boy/ Bellhops / Bell attendants / Porter
Reports To : Lobby Manager / FOM
40

41. Position Summary:
• These people register guest name & Assign the room.
• To calculate the room availability position .
Duties And Responsibilities :
 Greet the guests
 Confirm the details of guest with confirmed reservation.
 Assign the rooms
 Call the bell boy to escort guest to their guest to their rooms
 Complete the registration formalities.
 Use up – selling
 Coordinate room status, updated with the house keeping department.
 Inform to HK of all check-outs
 Post charges to the guest folios.
 Process guest check-out requests.
 Process requests for safe deposit boxes
 Process reservation requests of guests, if directed by reservation section.
Position Title : Receptionist
Reports to : Front office Manager
41

42. Position Summary: Who is responsible for all aspects of reservation processing.
Duties & Responsibilities:
 To process reservation
 To know the credit policy of the hotel.
 To prepare letters of confirmation.
 To understand the hotel’s policy on guaranteed reservation & No-shows.
 To process all modification & cancellation.
 To process advance deposits on reservation.
 To track future room availability on the basis of reservation.
 To prepare expected arrival list..
 To communicate to front desk.
 To help in develop room revenue & occupancy forecast.
 To handle & responds to daily inquires.
 To promote good will - helpful to guests, managers, & fellow employees.
Position Title : Reservation Agent / Reservation Assistant
Reports to : Front Office Manager
42

43. Position Summary:
• Who handles money, post charges.
• To over-sees guest account settlement.
Duties & Responsibilities
 To completes cashier pre-shift supply check-list.
 To post charges to guest accounts.
 To handle paid – outs.
 To settle guest accounts.
 To manage safe deposit boxes
 To balance departmental total at the close of the shift.
 To takes departmental machine readings at the beginning of the shift.
 To handle – cash, traveler’s checks, Personal checks, Credit Cards, (BTC) Bill to
company.
Position Title : Front Office Cashier
Reports to : Front Office Manager / Head Cashier
43

44. Position Summary:
GRM – General Resort Manager (GM)
Who manages the resort
Duties & Responsibilities
 To responsible for the entire resort
 To direct & leads the property
 To coordinate all department
 To maintain SOP
 To forecast the future
 To prepare budget
 To use the resources properly
 To conduct departmental head meetings
Position Title : GRM
Reports To : Directors /CEO/ Owners
44

45. /Personality Traits / Attributes /
Qualities Of FO Personnel /Staff
Honesty
Diplomacy
Loyalty
Personal Hygiene
Helpful Attitude
Salesmanship
Well Groomed Appearance
Flexibility
Physical Fitness
Communication Skills
Punctuality
Good Memory
Calmness
45

46. Well Groomed Appearance:
• To dress appropriately,
• To meets property standards
Personal Hygiene:
• To follow the highest standards of personal hygiene.
• They are in direct contact with guest throughout the day.
Physical Fitness:
• It is important for staff specially peak business time / shortage of staff.
• They may have to work at long stretches.
Punctuality:
• To be punctual in reporting for the shifts.
• It reflects their commitment to their work.
Flexibility:
• To be willing & able to accept a different work shift if necessary.
• To work with guests & hotel staff; be a team player.
Communication Skills:
• FO staff should be confident, polite, clear & precise in their communication.
• The knowledge of a foreign language is an added advantage. 46

47. Diplomacy
• To be diplomatic while attending to any problem without upsetting or offending the
guest. Eg: 1. Non-availability of rooms. 2. over booking.
Loyalty& Honesty
• FO staff should be loyal to their job as well as to the management & organization.
• FO employee should be honesty & trustworthy.
• Honest staffs are asset to the company & it leave a good impression in the guest mind.
Helpful Attitude:
• To be sensitive to the guest needs.
• To responds & speaks intelligently.
Good Memory:
• Ability to remember the guests name & faces and like & dislikes. Eg: Quite floor.
• It gives a personalized touch & establishes a lasting relationship with the guest.
Calmness
• FO staff should be remain clam & patience in high – pressure situations.
• Help to diffuse the tension, resolve the problem & win the guest faith & loyalty.
Salesmanship
• To have complete knowledge about the hotel facilities, & happening in the city.
• To do up selling – to Suggest the guest to book a higher rate category.
47

48. FO
Coordinating
With Other
Department
IT
HK
Kitchen
F&B’s
Accouts
Store
Purchase
Engineering
Sales &
Marketing
Security
HR
48

49. IT:
• System related problems
• Software -PMS
• Internet
HK:
• HK room report
• Discrepancy report
• Lost &Found
• Special VIP arrangement
• Departure room clear
F& B’s
• VIP amenities
• Predicated house count
• Notify arrival rooms
• Notify departure rooms
Kitchen
• Guest Requirements
• Eg– oil, spicy, salt, no
onion & garlic
A/C & cash:
• Billing
• Night auditing
• Posting
• Record
Sales & Marketing
• Booking
• Increase revenue
• Activity
• Generate Customer
Engineering &
Maintenance:
• Maintenance services
• Attend room problem
• Eg: plumbing, repair etc.
HR:
• Select
• Train-staff
• Promoting
• Pay roll (Salary)
Security:
• Guest
• Fire safety
• Emergency
communication
• Cooperation department
Store & Purchase:
• Supplies of stationary
• Forms
• Format (Specifications)
• Etc…
FO Coordinating With Other Departments
49

50. Hotel: House Of Taxable Endless Luxury
Hotel/Inn :A place where a bonafied traveller can receive food & shelter, provide he is
a position to pay for it & is in a fit condition to be received. By British Law.
Caravan: A group of people, vehicle or supervised animals that are travelling
together for security. (caravanserai)
Tourism: Movement of people from their normal place of residence to another place
(with the intention to return ) for a minimum period of twenty four hours to
maximum of six months for the sole purpose of leisure & pleasure.
Domestic tourism: The Tourism activity of people within their own country.
Outbound tourist : This refers to tourists travelling abroad for business or leisure.
Inbound tourist: This refers to tourist entering a particular country.
“Hospitality” is also known as the act of generously providing care and kindness to
whoever is in need.
Itinerary: A plan for a journey, listing different places in the order in which they are to
be visited.
50

51. Chain: “a group of hotels that are owned or managed by one company”
Timeshare: It is a hotel that is jointly owned by people who use it at different times.
Franchise: An arrangement in which a private investor runs a hotel under a hotel
chain on having signed a contract with the letter.
Condominium: A hotel owned by a single owner who might use it for some part of
the year & rent it out for the remainder of the year.
Management Contract Companies: Companies having the expertise to manage
hotels, operating on the basis of management free or a percentage of gross
revenue.
Proprietary ownership: It is the direct ownership of one or more hotels by a person
or company.
Commercial Hotel/ Downtown Hotel: A hotel situated in the heart of city centre or
business centre, catering to the business traveller.
Sub-urban Hotel: These are the hotels located in sub-urban areas, away from the city
centers, & have a advantage of quieter surroundings.
Resort: these are the hotels that are located at destinations of tourist attractions like
hill stations, sea beaches, & country side.
Motel: a hotel located on a highway, providing moderated lodgings to highway
travellers.
51

52. B& B Hotel: It is generally a large family residence where the owner lives on the
premises & is responsible for serving breakfast to guests.
Airport Hotel: A hotel situated in the near of airport & other ports of entry.
Casino Hotel: A hotel that provides gambling facilities.
Convention Hotel: A hotel with a convention centre & large number of rooms to
accommodate all participants of a convention.
Transient Hotel: These hotels cater to the needs of people who are on the move & need
a stop over en route their journey.
Extended Stay Hotel: A hotel where people, mainly business executives, stay for
extended periods of time, providing facilities like kitchens with dishes &
kitchenware, washing area, & grocery shopping services.
Residential Hotel / Apartment Hotel: This type of hotel caters to people who stay for
a duration of one month to two years.
Semi Residential Hotel: A hotel catering to people in transit to another place,
incorporating features of both transient & residential hotels.
Heritage hotel: A hotel set in a fort, place, or haveli.
Floatel: a hotel that floats on water, like cruise liners & houseboats.
52

53. Single Room: This type of room has one single bed for single occupancy.
Twin Room: this type of room has two single beds for double occupancy.
Hollywood Twin Room: This type of room has two single beds with a common head
board.
Triple Room: A room with three single beds to accommodated three people.
Quad Room: A room with four separated single beds to accommodate four people.
Double Room: This type of room has one double bed for double occupancy.
Double-double Room: It is a room with two double beds to accommodated four
people.
King Room: A room with a king size bed (6 by 6 feet)
Queen Room: A room with a queen size bed (5by 6 feet)
Duplex: This type of suite has two rooms which are situated on two different floors &
are connected by an internal staircase.
Parlour Room: A living room without a bed. a room not use as a bed room.
Penthouse: Suite located to on the topmost floor of the hotel. A part of the room can
be open to the sky or with a glass roof. Very expensive and exclusive suite.
53

54. Adjacent Room: It is a room that is very close to another room but does not share a
common wall with the it. (across hall)
Adjoining Room: It is a room that shares a wall with another hotel room but is not
connected by a door.
Interconnecting Room: Rooms with two individual door from outside. And a
connecting a door in between. These are rooms with a common wall & a door that
connects the rooms. This allows guests to access rooms without using corridor.
Suite: This type of room has a living room separated form bedroom area.
Studio Room: A room with a bed & sofa-cum-bed, generally used a living room.
Cabana Room: It is a room situated away from the main hotel building, near a
swimming pool or sea beach, & mostly used as a changing room.
Lanai Room: A room which oversees a scenic beauty e.g Garden, swimming pool.
Efficiency room: A room with an attached kitchenette for guests staying for a long
duration.
Hospitality Room: A room outside a guest room where the guest may entertain their
visitors.
Paging: Locating Guests within the hotel by a public address system.
54

55. Concierge : A hotel employee who provides information & personalized services like
dinner reservation, tour & travel arrangements. They have Golden keys.
Lobby: It is an area just inside a large building, where people can meet & wait.
Reservation section: This section of the front office department receives & process
reservation quires.
Reservationist: Process the reservation requests that reach the hotel by any mode –
telephonic, written, or online.
Reception: This is the front desk of the hotel, which greets guests & answers their
quires on their arrival.
Receptionist: The first person to come in contact with guests at the time of arrival
Walk-in Guests: Guests who arrive at a hotel without prior reservation.
Information Desk : To provide information to the Guest.
Travel desk: Take care of travel arrangements of guest, like air-ticketing, railway
reservations, sightseeing tours, airport or railway station pick up or drop, etc.
Telephone Operators: Who answer incoming calls, protect the guests` privacy &
direct to the concern person.
Bell boy: He carries guest baggage during check in & check out in the hotel.
Door Man: Who opens the door of the guests’ vehicles on their arrival in the hotel
portico. He greets the guests & opens the hotel’s main entrance for them.
Valet Parking Attendant:A person who provide parking service for guest car
55

56. (EP):Consists of room rate only & the meals are charged separately
(CP):consists of room rate and continental breakfast.
AP : The tariff includes room rent and all meals (i.e., breakfast, lunch, and dinner).
(MAP):This is also known Demi pension (half board). The tariff consists of room rent,
breakfast, and one major meal (either lunch or dinner).
(B&B): Plan consists of room rent & American breakfast.
Types of (Meal) Plan
S.
No
Short
Cut
Meals Plan
Expand
US French Explanation
1 EP European
Plan
Room only - Room only
2 CP Continental
Plan
Room +
Break fast
- Room + Continental Breakfast
3 AP American
Plan
Full board En
Pension
Room + All three meals
4 MAP Modified
American
plan
Half Board Demi
Pension
Room + breakfast +Lunch /dinner
5 BP/
B&B
Bread &
Break fast
Bermuda
Plan
- Room + American Breakfast
56

57. 1. Rack Rate - Standard Rate
2. Corporate Rate - For Companies
3. Seasonal Rate - Rate Fixed Based On Season & Demands
4. Advance Purchase Rate - Booked In Advance
5. Week Day/Week-end Rate - Based On Demand
6. Day/Half Day Rate - Not Stay 24 Hours In Hotel
7. Group Rate - 15 Members (Minimum)
8. Tour Group Wholesale Rate - Who Operate Series Of Tours
9. Travel Agent Rate - Work On Commission Basis
10. Volume Guarantee Rate - Based On Volume Guarantee, Rate Fixed
11. Airline / Crew Rate - For Airlines Throughout Year Business
12. Government Rate - Officials , Designation
13. Educational Rate - Students
14. Membership Rate - Only For Members
15. Introductory Rate - New Hotel
16. Complimentary Rate - Free
17. Crib Rate - Children
18. BAR Rate - Best Available Rate
19. Hurdled Rate - Lowest Rate Of The Day.
20. Package Rate - Based On Package (Meeting, Marriage)
57

58. 58

59. Occupied: A guest is currently registered to the room
Complimentary: The room is occupied, but the guest is assessed no charge for its use
Under stay: a guest who checks out before his or her stated departure date.
Stay over: Guest is not expected to check out today & will remain at least one more
night
Overstay: a guest who stays after his or her stated departure date.
On-charge: Guest has departed, but the room has not yet been cleaned & readied for
resale
Sleep-out: A guest is registered to the room, but the bed has not been used
Skipper: a guest who has left a hotel & has intentionally not settled their account.
Sleeper: The guest has settled his or her account & left the hotel, but the FO staff has
failed to properly update the room’s status.
Vacant & Ready: Room has been cleaned & inspected & is ready for an arriving guest.
Lock-out: The room has been locked so that the guest cannot re-enter until he or she is
cleared by a hotel official (bill)
DNCO – Did Not Check Out: The guest made arrangements to settle his or her
account(thus is not a skipper), but has left without informing the FO
Check-out: Guest has settled his or her account, returned the room keys & left hotel
Due outs: Guests expected to check out on a given day who have not yet done so.59

60. Back of the house: the functional areas of a hotel in which staff have little or no direct
guest contact, such as the engineering, accounting, & HR divisions
Front of the house: the functional areas of a hotel in which staff have extensive guest
contact, such as the F&B facilities & the front office
Walk-in: a person who arrives at a hotel without a reservation & requests a room.
Walking: turning away a guest who has a reservation because of a lack of rooms.
Guest Cycle: a division of the flow of business through a hotel that identifies the
physical contacts & financial exchanges between guests & hotel employees
Posting: the process of recording transactions on a guest folio.
Folio (bill) : a statement of all transactions affecting the balance of a single account.
Guest folio: a from (paper or electronic) used to chart transactions on an account
assigned to an individual person or guestroom
House limit: a credit limit established by the hotel
Floor Limit: a limit assigned to hotels by credit card companies.
Bank limit: the amount of cash contained in the cashier bank when it is issued at the
beginning of the shift.
Reservation file: a collection of reservation records
Block: an agreed-upon number of rooms set aside for members of a group planning to
stay at a hotel. 60

61. CRS- Central Reservation System: a network for communicating reservations in which
each participating property is represented in a computer system database & is required
to provide room availability data to the central reservation center on a timely basis.
FIT- Free independent Traveller: a traveller who is not a part of a group.
No-show: a guests who made a room reservation but did not register or cancel.
Overbooking: accepting more reservations than there are available rooms.
up selling: a sales technique whereby a guest is offered a more expensive room than
what he or she reserved or originally requested, & then persuaded to rent the room
based on the room’s features, benefits, & his or her needs.
Wash factor: the deletion of unnecessary group rooms from a group block.
Log book: a journal in which important front office events & decisions are recorded
for reference during subsequent shifts.
Reader board: a posting or closed-circuit broadcast of daily events at a hotel.
DND: Did Not Disturb – the guest has requested not to be disturbed
OOO- Out of Order – The room cannot be assigned to a guest. A room may be Out-of-order
for a variety of reasons, including the need for maintenance, refurbishing, & extensive cleaning
Forecast: a projection of estimated business volume.
Forecasting: the process of predicting events & trends in business; typical forecasts
developed for the rooms division include room availability & occupancy.
61

62. GDS-Global distribution system: a distribution of channel for reservations that
provides worldwide distribution of hotel reservation information & allows selling of
hotel reservations around the world; usually accompanied by connecting the hotel
company reservation system with an airline reservation system.
House count: the forecasted or expected number of guests for a particular period,
sometimes broken down into group & non-group business.
Hubbart Formula: a bottom-up approach to pricing rooms; in determining the average
price per room, this approach considers costs, desired profits, expected rooms sold.
Rule-of-thumb approach: a cost approach to pricing rooms; using this approach, the
room rate is set at $1 for each $1000 of construction & furnishings cost per room.
Rack rate: the standard rate established by a hotel for a particular category of rooms.
Room rate: the price a hotel charges for overnight accommodations.
Hurdle rate: the lowest acceptable room rate for a given date.
GRC- Guest Registration card: A collection of reservation record
Registration Card: a printed form for a registration record; in most states, the guest’s
signature on a registration card is required by law
Self check-out terminal: a computerized system, usually located in the hotel lobby, that
allows the guest to review his or her folio & settle the account to the credit card used at check-in.
Express check-out: a pre-departure activity that involves the production & early
morning distribution of guest folios for guests expected to check out that morning.62

63. Book: To sell or reserve rooms ahead of time.
Goal: It is a short- term, Measurable end result.
Objective: The end result that a hotel wants to achieve over varying periods of time.
Mission: The Reason or purpose for the existence of a hotel.
Vision: A statement that concretely describes how a hotel sees itself in the future.
World of Mouth: Oral or written recommendation of the services of a hotel by a
satisfied customer to prospective customers.
Front office: The department which takes care of reservation, reception, registration, &
final settlement of guests’ bills.
Kitchen: This department prepares the food for sales in all food outlets in the hotel.
Food & Beverage Service: Department is responsible for serving food & drinks to guests.
Housekeeping: Department is responsible for proper upkeep & maintenance of hotel
Accounts: To monitors, records, & verifies all the monetary transactions of the hotel
ARR: Average Room Revenue
UNWTO: United Nations World Tourism Organization
WTTC: The World Travel & Tourism Council
ETC : European Tourism Organization
WTO :World Tourism Organization
PATA: Pacific Asia Travel Association
63

64. GDP: Gross Domestic Product
PBX- Private Branch Exchange
PABX - Private Automatic Branch Exchange
EAPBX: Electronic Automatic Private Branch Exchange
CAS: Call Accounting System
PMS: Property Management System
GRC: Guest Registration Card
GHC: Guest History Card
GDS: Global Distribution System
CRS: Central Reservation System
POS: Point-of-sale
ELS: Electronic Locking System
EMS: Energy Management System
NCR: National Cash Register
PIA: Paid In Advance
STD: Subscriber trunk dialing (also known as subscriber toll dialing)
ISD: International Subscriber Dialling ( also known as International Direct Dialing)
ECO: Express Check Out
SPATT : Special Attention
REVPAR : Revenue Per Available Room 64

65. FERA: Foreign Exchange Regulation Act
HRACC: Hotel Restaurant Approval & Classification Committee
FHRAI : The Federation Of Hotels & Restaurants association of India
UNIDO: United Nations Industrial Development Organisation
UNICEF: United Nations International Children's Emergency Fund
SMERF: Social, Military, Educational, Religious & Fraternal
MICE: Meeting, Incentives, Conference, & Exhibition
CVGR: Company Volume Guarantee Reservation
ITDC: India Tourism Development Corporation
TTDC: Tamil Nadu Tourism Development Corporation
TAAI: Travel Agents Association Of India
IHM: Institute Of Hotel Management Catering Technology & Applied Nutrition
IHHA: Indian Heritage Hotel Association
FEE : Foreign Exchange Earnings
HAI: Hotel Association Of India
ITC: Indian Tobacco Company
RCI: Resorts & Condominiums & Inns
WHO: World Health Organisation.
MOD: Manager On Duty
AHMA: American Hotel & Motel Association. *****et ***** 65

66. AHLA: American , hotels & lodging association
APC: All Payment Cash
VPO: Visitors Paid Out
MCV: Miscellaneous Charge Voucher
BEP: Break Even Point
CCTV: Closed Circuit Tele Vision
DGCV: Director General of Civil Aviation
DNS: Did Not Stay
DNA: Did Not Arrive
EDP: Electronic Data Processing
FIT: Free Independent Traveller
FFIT: Foreign Free Independent Traveller
DFIT: Domestic Free Independent Traveller
DOT: Department of Tourism
GIT: Group Inclusive Traveller
CIP: Commercially Important Person
VIP : Very Important Person
VVIP: Very Very Important Person 66
Formula
ADR =
Room revenue / Number of room
sold
Occupancy percentage =
Numbers of room occupied/
Number of rooms available *100
Average =
Dollar sales (Revenue) / Number
of room sold
Average Rate per guest =
Rooms Revenue / Number of
guests
Employee Turn over =
Number of employee leaving /
Total number of employee * 100

67. AIDA: Attention Interest Desire Action
FFE: Furniture Fixture Equipment
GOI: Government of India
HOTERMAI: Hotel & Restaurant Equipment Manufacturers Association of India
HIS: Hotel Information System
HAI: Hotel Association of India
HRAWI: Hotel & Restaurant Association of Western India
H&RA: Hotel & Restaurant Association
AAI: Airports Authority of India
IAAI: International Airports Authority of India
IAC : Indian Airlines Corporation
IATA: International Airlines Corporation
IATA: International Association of Travel Agents
IATO: Indian Association of Tour Operation
LCO: Late Check Out
LC: Late Charge
LO: Lock Out
DNCO: Did Not Check Out 67
•Housekeeping
•Accounting
•Engineering &
maintenance
•Human resources
Support Centers
Revenue Centers
•Front office
•Food & beverage outlets
•Catering
•Room service
•Retail stores

68. L&F: Lost and Found
LP : Luggage Pass
MLS: Minimum Length of Stay
MCO: Miscellaneous Charge Order
MIS: Management Information System
NCR: National Cash Register
NS: No Show
NTA: Note To be Allotted
OOO: Out Of Order
OB: Over Booking
OS: Over Stay
SB: Scanty Baggage
SO: Sleep Out / Sold Out / Stay Over
PPPN: Per Person Per Night
PRPN: Per Room Per Night
POL : Pass On Log
POP: Point of Purchase
PLC: Product Life Cycle 68
Categories of Guests
•Business
•Pleasure/leisure
•Group
•International
Uniformed Service Employees
•Bell attendants
•Door attendants
•Valet parking attendants
•Transportation personnel
•Concierges
Other Hotel Divisions
•Retail outlets
•Recreation
•Casino
68

69. RNA: Room Not Assigned
RA: Room Assignment
ROM: Read only Memory
RC: Room Count
RDR: Room Discrepancy Report
RIR: Room Inception Report
RRVR: Room Rate Variance Report
SITS: Special Interest Tours
SOP: Standard Operating Procedure
SDB: Safe Deposit Box
SR: Sample room
SCO: Self Check Out
V& R: Vacant Ready
UR: Under Repair
SC: Service Charge
TQM: Total Quality Management
TIPS: To Insure Prompt Service
USP: Unique Sales Proposition. 69
Hotel Name Country No of Rooms
Izmailovo, Moscow 7,500
MGM Grand & Signature, Las Vegas 6,772
First World Hotel Malaysia 6,118
Disney All-Star Resorts Orlando 5,658
The Wynn & Encore, Las Vegas 4,748
HIGHEST NUMBER OF ROOMS
TOP FRANCHISE HOTELS
Choice Hotels International
Wyndham Worldwide
Corporation
Hilton Worldwide Holdings
Intercontinental Hotel Group
The Bottom Line

70. ET Sathish Kumar., MBA,
FRONT OFFICE
AHMA
SRM IHM Chennai
violet.sathish@gmail.com
+91 96299 37357

71. 1. Hotel Size Categories.
2. Types of Hotels
3. Ownership And Affiliation
4. Categories Of Guests
5. Basic Guest Needs
6. Revenue Centres
7. Support Centres
8. Front Office Functions
9. Arranging Reservations
10. Job Specification Factors
11. Front Office Specifications
12. The Guest Cycle
13. Room Status Definitions
14. Room Types
15. Front office System
16. Front Office Forms
17. Front Office Equipments
18. Support Devices
19. Front Office Computer Applications
20. The Reservation Process
21. Guaranteed Reservations
22. Reservation Record
23. Sources Of Reservations
24. Reservation Control
25. Potential Reservation Problems
26. Registration Process
27. Registration Card Data
28. Special Room Rates
29. Payment Methods
30. Communication Within Front Office
31. Information Directory
32. Interdepartmental Communications
33. Hotel Revenue Centres
34. Procedural Requests
35. Complaint Categories
36. Guidelines for handling Complaints
37. Guestroom Key Control
Contents

72. 1. Hotel Size Categories
 Under 150 Rooms
 150 To 299 Rooms
 300 To 600 Rooms
 More Than 600 Rooms
2.Types of Hotels
 Commercial Hotels
 Airport Hotels
 Suite Hotels
 Extended Stay Hotels
 Residential Hotels
 Resort Hotels
 Bed And Breakfast Hotels
 Timeshare And Condominium Hotels
 Casino Hotels
 Conference Centre
 Convention Hotels
 Alternative Lodging Properties
 3.Ownership and Affiliation
 Independent Hotels
 Chain Hotels
 Management Contract
 Franchise
 Referral Group
4.Categories of Guests
 Business
 Pleasure
 Group
5.Basic Guest Needs
 Safety
 Security
 Cleanliness
 Comfort
 Courteous , Professional , Friendly
Service
 Well Maintained Facilities
 Well Maintained Equipment

73. 6.Revenue Centre
 Front Office
 Food And Beverages
 Room Service
 Retail Stores
7.Support Centre
 Housekeeping
 Accounting
 Engineering And Maintenance
 Human Resources
8.Front Office Functions
 Sell Guestrooms
 Register Guests
 Assign Guestrooms
 Coordinate Services
 Provide Information
 Monitor Guest Accounts / Credit
 Track Room Status Information
 Produce Guest Account Statements
 Complete Financial Settlement
9.Arranging Reservations
 Toll-free Telephones
 Direct Telephone Lines
 Hotel Sales Representatives
 Travel Agencies
 Property- To- Property Networks
 Postal Service
 Fax
 Apps
 10.Job Specification Factors
 Formal Education
 Work Experience
 General Knowledge
 Previous Training
 Physical Skills
 Communication Ability
 Equipment Skills

74. 11.Front Office
Specifications
 Professional Demeanour
 Congenial Personality
 Helpful Attitude
 Flexibility
 Well-groomed
Appearance
12.The Guest Cycle
 Pre- Arrival
 Arrival
 Occupation
 Departure
13.Room Status Definitions
 Occupied
 Complimentary
 Stay over
 On-change
 Do Not Disturb
 Sleep-out
 Skipper
 Sleeper
 Vacant And Ready
 Out-of-order
 Lock-out
 DNCO
 Due Out
 Check Out
 Late Check Out
14.Room Types
 Single
 Double
 Triple
 Quad
 Queen
 King
 Twin
 Double-double
 Studio
 Mini-suite And Junior
Suite
 Suite
 Connecting Rooms
 Adjoining Rooms
 Adjacent Rooms
15.Front Office Systems
 Non- Automated
 Semi Automated
 Fully Automated

75. 16.Front Office Forms
 Reservation Records
 Letter of Confirmation
 Reservation Rack Slip
 Registration Card
 Room Rack Slip
 Guest Folio
 Voucher
 Information Rack Slip
 Guest History Record
17.Front Office Equipment's
 Room Rack
 Key Rack
 Mail , Message ,And Key Rack
 Electronic Locking System
 Reservation Racks (Advance And
Current)
 Information Rack
 Folio Tray
 Voucher Rack
 Cash Register
 Telephone Equipment
18.Support Devices
 Credit Card Imprinter
 Magnetic Strip Reader
 Tele Writer
 Time Stamp
 Security Monitor
 Wake- Up Devices
 Telex
 Fax Machines
 Self-registration/Check-out Terminals

76. 19.Front Office Computer Applications
 Reservations Management
 Rooms Management
 Guest Account Management
 General Management
20.The Reservation Process
 Conducting The Reservation Inquiry
 Determining Room And Rate
Availability
 Creating The Reservation Record
 Confirming The Reservation Card
 Maintaining The Reservation Card
 Producing Reservation Reports
21.Guaranteed Reservations
 Prepayment
 Credit Card
 Advance Deposit
 Travel Agent
 Travel Agency Voucher
 Miscellaneous Charge Order
 Corporate
22.Reservation Record
 Guest Name
 Home/Billing Address
 Telephone Number
 Company Name And Number
 Name Of The Person Making
Reservations
 Number In Party
 Expected Date Of Arrival
 Number Of Nights
 Expected Departure Date
 Reservation Type
 Special Requirements
 Additional Information As Needed

77. 23.Sources of Reservation
 Central Reservation System
 Intersell Agencies
 Property Direct
24.Reservation Control
 Control Book
 Wall Chart
 Computerized Systems
25.Potential Reservation Problems
 Errors In Reservation Record
 Jargon Misunderstandings
 Miscommunications
 Central Reservation System Failures
26.Registration Process
 Pre Registrations
 Registration record
 Room and rate assignment
 Method of payment
 Room key
 Special requests
27.Registration Card Data
 Name
 Address
 Telephone Number
 Company Affiliation
 Payment
 Signature
28.Special Room Rates
 Commercial/Corporate
 Complimentary
 Group
 Family
 Cribs
 Package Plan

78. 29.Payment Methods
 Cash
 Personal Cheques
 Credit Cards
 Direct Billing
 Special Programs
30.Communication Within The Front Office
 Log book
 Information directory
 Mail handling
 Telephone services
31.Information Directory
 Area Maps
 Taxi Telephone Numbers
 Airline Telephone Numbers
 Bank Locations
 Theatre Locations
 Church Locations
 Store Locations
 Special Events Schedule
32.Interdepartmental Communications
 Housekeeping
 Engineering And Maintenance
 Revenue Centres
 Marketing
 Public Relations
33.Hotel Revenue Centres
 Coffee Shops/Snack Bars/ Speciality
Restaurants
 Bars/Lounges/Nightclubs
 Room Services
 Laundry/Valet Services
 Vending Machines
 Gift Shops/Barber Shops/ Newsstands
 Banquet/Meeting Catering/Facilities
 Local-/Long-distance Telephones
 Health Clubs/Golf Coerces /Exercise Rooms
 Car Rentals , Limousine Services And Tours
 Casinos/Gaming Activities
 Pay-per-view Televisions
 Valet Parking/Parking Garages

79. 34.Procedural Requests
 Split Account Folios
 Master Account Folios
 Wake-up Calls
 Transportation Arrangements
 Entertainment Reservations
 Newspaper Delivery
 Secretarial Services
35.Complaint Categories
 Mechanical
 Attitudinal
 Service-related
 Unusual
36.Guidelines For Handling
Complaints
 Listen
 Isolate the guest
 Stay calm
 Preserve guest self-esteem
 Take notes
 Tell guests what can be done
 Set a time line for action
 Monitor progress
 Follow up
37.Guest Room Key Control
 Emergency keys
 Master keys
 Individual guest room keys

80. 80
et ihm
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