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Hotel operation front office
The Front Office is truly the nerve center
of a hotel. Members of the front office
staff welcome the guest, carry their
luggage, help them register, give them
their room keys and mail. The sleeping
rooms are comfortable, well equipped
and clean. The role played in the Front
Office is promoting good guest
relation is self-evident and cannot be
overemphasized.
The Front office Function can be
divided into 5 general areas:
1. Reception
2. Bell Service
3. Mail and Information
4. Concierge
5. Cashiers and night auditors
Hotel operation front office
The Room Rack
Consist of a series of metal trays slotted to
hold slips, usually 1 ½”x4” in size. The
clerks should know the established rates,
the kind of accommodation offered in
each room or suite that is, the type of
beds-single,double,twin or studio-the
location exposure and even the size.The
chief room clerk must see that the room
rack is updated.
The Room Clerks
The Room Clerks daily routine:
 The chief clerk reviews the night clerk’s
report to get an idea of the preceding
day’s occupancy and the number of
vacant rooms, if any available for
immediate assignment to new arrivals.
 The room and the total number of
projected departures for the day are
checked.
 The clerk must check the reservations for the
day, noting the approximate time of arrivals,
special requirements,instruction,deposit,and
so on, must block out rooms for some of the
expected arrivals.
 Supplies must be checked
 The time stamp is checked for the current date
 The room rack is checked against the
housekeeper’s morning report of the
preceding nights occupied and vacant rooms.
The 3 task that clerks need to perform when
the guest check out:
 They indicate in the room rack that the guest
has vacated, but at the same time they show
that the room is not yet available for a new
guest generally either by folding rack slip in
half and placing it back n the slot, or taking
out the slip and stock card and standing both
up in the slot.
 They notify the house keeper
 They notify the telephone operators and/or
information clerks.
REGISTRATION
The incoming guest according to 3 general
categories:
 GROUPS AND CONVENTIONS-This category
involves a substantial number of guest who may
all arrive at or about the same time.
 GUEST WITH RESERVATION-As the guest come to
the registration clerk, each should be pleasantly
greeted and asked if he or she has a reservation.
 WALK-INS-These are people who come into the
hotel without a reservation and asked for a room.
Assistant Managers
The assistant managers
are not part of the front
office staff, yet they must
be included in the
reception area
Hotel operation front office
DOORMEN
For those guest who
arrive by private car
or taxi, the first hotel
employee they meet
is the doorman.
BELLMEN
Once the guests have
registered and been
assigned a room, they are
turned over the bellmen,
whose function is to carry
the guests baggage and take
them to their room
OTHER BELL SERVICE
EMPLOYEE:
Elevator Operators
Starters
Lobby Porters
Packaged Room
Clerks
Hotel operation front office
MAIL
Handling the guests’ mail
before they arrive, during
their stay, and after they
check out is probably the
clerk’s most important
function.
ROOM KEYS
The mail rack also holds
the room key, so this is
also the function of the
mail and information
clerks.
INFORMATION
The information
responsibilities of the mail
and information clerks are
usually limited to answering
questions regarding the
guest rooms and other
facilities of the hotel.
Hotel operation front office
Hotel operation front office
AUTOMATION
Complete automation of the
front office,reservation,and
accounting functions has
been and still is the fervent
wish of most hotel
operators.
Hotel operation front office

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Hotel operation front office

  • 2. The Front Office is truly the nerve center of a hotel. Members of the front office staff welcome the guest, carry their luggage, help them register, give them their room keys and mail. The sleeping rooms are comfortable, well equipped and clean. The role played in the Front Office is promoting good guest relation is self-evident and cannot be overemphasized.
  • 3. The Front office Function can be divided into 5 general areas: 1. Reception 2. Bell Service 3. Mail and Information 4. Concierge 5. Cashiers and night auditors
  • 5. The Room Rack Consist of a series of metal trays slotted to hold slips, usually 1 ½”x4” in size. The clerks should know the established rates, the kind of accommodation offered in each room or suite that is, the type of beds-single,double,twin or studio-the location exposure and even the size.The chief room clerk must see that the room rack is updated.
  • 6. The Room Clerks The Room Clerks daily routine:  The chief clerk reviews the night clerk’s report to get an idea of the preceding day’s occupancy and the number of vacant rooms, if any available for immediate assignment to new arrivals.  The room and the total number of projected departures for the day are checked.
  • 7.  The clerk must check the reservations for the day, noting the approximate time of arrivals, special requirements,instruction,deposit,and so on, must block out rooms for some of the expected arrivals.  Supplies must be checked  The time stamp is checked for the current date  The room rack is checked against the housekeeper’s morning report of the preceding nights occupied and vacant rooms.
  • 8. The 3 task that clerks need to perform when the guest check out:  They indicate in the room rack that the guest has vacated, but at the same time they show that the room is not yet available for a new guest generally either by folding rack slip in half and placing it back n the slot, or taking out the slip and stock card and standing both up in the slot.  They notify the house keeper  They notify the telephone operators and/or information clerks.
  • 9. REGISTRATION The incoming guest according to 3 general categories:  GROUPS AND CONVENTIONS-This category involves a substantial number of guest who may all arrive at or about the same time.  GUEST WITH RESERVATION-As the guest come to the registration clerk, each should be pleasantly greeted and asked if he or she has a reservation.  WALK-INS-These are people who come into the hotel without a reservation and asked for a room.
  • 10. Assistant Managers The assistant managers are not part of the front office staff, yet they must be included in the reception area
  • 12. DOORMEN For those guest who arrive by private car or taxi, the first hotel employee they meet is the doorman.
  • 13. BELLMEN Once the guests have registered and been assigned a room, they are turned over the bellmen, whose function is to carry the guests baggage and take them to their room
  • 14. OTHER BELL SERVICE EMPLOYEE: Elevator Operators Starters Lobby Porters Packaged Room Clerks
  • 16. MAIL Handling the guests’ mail before they arrive, during their stay, and after they check out is probably the clerk’s most important function.
  • 17. ROOM KEYS The mail rack also holds the room key, so this is also the function of the mail and information clerks.
  • 18. INFORMATION The information responsibilities of the mail and information clerks are usually limited to answering questions regarding the guest rooms and other facilities of the hotel.
  • 21. AUTOMATION Complete automation of the front office,reservation,and accounting functions has been and still is the fervent wish of most hotel operators.