4: Front Office

51問 • 2年前

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The face as well as the voice of a business •Most visible department. •Comes with an aspect of elevating customer experience with the business.

Front Office Department

Core products of a Hotel business are managed by the depaof ‘room divisios’.

Rooms

Two major departments of Rooms division

Front Office

Front Office department also acts as

shock absorber

Three main functions of the front office:

Selling rooms

Also serve the guests from a separate desk located in the lobby of the hotel.

Assistant Manager

Represent the management in handling the daily operations of the hoteland could directly report to the General Manager in some hotels.

Assistant Manager

reports to the Assistant Manager

Guest relations officer

Staff in this department generally possess good language and communication skills.

Telephone Department

To provide better service, some hotels have introduced a ___ with all guest requests being carried out through the telephone department.

one-stop service

Comprise a large group of uniformed staff

Congierge

Business travelers who require an environment conducive to business and privacy. •usually the top floor(s) of a hotel. Guests will enjoy a range of complimentary exclusive privileges and benefits that vary from one hotel to another.

The Executive Floor

The range of services and facilities provided may include business equipment, presentation supplies, computers, meeting and function space with wired or wireless Internet access, and secretarial and translation services.

Business Centre

Qualities of a Good Front Office Employee

Positive Attitude

provide the actual room status to the front desk for comparison with the computer record which ensures that the front desk has the correct room status.provide the actual room status to the front desk for comparison with the computer record which ensures that the front desk has the correct room status.

Housekeeping Department

responsible for maintaining the hotel facilities under the care of the front office department such as the proper functioning of the guest lift.

Engineering

provides staff training and recruitment services to the front office. It also sets up the staff grooming and discipline standards for staff to follow.

Human Resources

responsible for compiling a list of credit-approved enterprises, which is needed by reservations and the front desk when receiving bookings.responsible for compiling a list of credit-approved enterprises, which is needed by reservations and the front desk when receiving bookings.

Accounts Department

The Guest Cycle

Pre-Arrival

•Considered as the most important piece of front office equipment •Contains a summary of information about the current status of all rooms in the hotel.

Room Rack

are placed behind the front office desk

Key Rack

Frequently use in hotels as an alternative to mechanical key.

Key Card

• Located in or adjacent to the front office area. • Each box has its key but cannot be opened unless the Service Associate

Safety Deposit Box

• Used as a transmission, for scanning, printing, and sending material (both text and images) •Normally connected to the landline and use as a communication tool inside the hotel and out of the hotel. • Makes it possible to transmit or receive full-page documents.

Fax Machine

• Used to post, monitor, and balance charges and credits to guest's accounts. • Used to record cash transactions and maintain cash balance.

Account Posting Machine

•Record the current time and date. •This recording can be very important in establishing a chronology of events.

Time Stamp

allows front office or security personnel to monitor certain areas of the hotel from a central location.

Security Camera

•Used by bell boys to assist guests in carrying their luggage, suitcases, and hanger clothes through their rooms.

Luggage Cart

For storing and protecting keys and valet tickets which are used to keep track of keys and their corresponding vehicles.

Valet Key Box

blocking a particular room type for a guest, for a definite period, for a particular guest.

Reservation

The importance of Reservation Department for the Guests:

Ensures room on arrival

Importance of the Reservation Department for Hotel

Forecasting

6 Stages of the Reservation Process in the Hotel Industry

Identificatiof the sources of business

Modes of reservation in Hotel

Written Mode

This mode is commonly used by travel agents, tour operators, companies, and corporate houses who send their reservation requests to the hotel on their company letterheads.

Letter

uses an electronic scanning technique to send copies of a document over an ordinary telephone line over a special machine that prints identical copies of the document. This makes it possible to send a reservation request instantaneously.

Fax

The most common method of communication •makes it possible to contact the hotel instantaneously. •This mode of reservation is fast and very convenient.

E-mail

If an individual or a representative goes to the hotel to book rooms for the future.

In- Person

most common method of direct reservation communications •The reservation assistant takes the information sequentially as per the script.

Telephone

the preferred mode of booking in this era of internet, web, and mobile. The main advantage of this is that the hotels are always available for reservations and generate an instant confirmation voucher as per real-time availability.

Online Mode

PMS

Property Management System

Are applications for the operation of accommodations businesses. A centralized computer system allows organizing, scheduling, and performing the day-to-day functions and transactions in hospitality accommodations and residential and commercial rental properties.

Property management systems (PMS)

CRS

Central Reservation System

GDS

Global Distribution System

A type of reservation software that is used to update and maintain information about a hotel's inventory and rates so that hotels can manage guest reservations and the process around such reservations in real time.

CRS

Most modern hotel central reservation systems, whether they are affiliate or non-affiliate reservation networks. •provide worldwide distribution of hotel reservation information and allow the selling of hotel reservations around the world.

Global Distribution System (GDS)

Information needed for reservation

Date

Estimated times that the guest will leave the hotel thus, pertinent papers (guest folio, chits, etc.) are prepared ahead of time to facilitate an immediate and smooth flow of guest check-out.

Departure Time (ETD)

Registration/Check-in Procedures

Greet the guest

Receptionists should always be attentive to the presence of guests at the front door and lobby areas.

Greet the Guest

Guests who would like to check-in without any reservation.

Walk-ins

Lesson 1: Fundamentals in Lodging operations

Johanna Rellosa · 39問 · 2年前

Lesson 1: Fundamentals in Lodging operations