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Hotel
Front Office Operation




          BY:
          SHANTIMANI SATHWARA
          LECTURER
          PCTE
Functions of a Hotel

   Functions…
    –   Lodging
        accommodations
    –   Revenue centers
    –   Cost centers
    –   Serve and enrich society
    –   Profit for the owners
The Executive Committee
   Executive Committee…
    –   General Manager
    –   Human Resources & Training Manager
    –   Food & Beverage Manager
    –   Executive Chef
    –   Executive House Keeper
    –   Front Office Manager
    –   Sales & Marketing Manager
    –   Chief Engineer
    –   Unit Financial Controller
    –   Chief Security Officer
Front Office

   Front Office…
    –   Lobby
    –   Reception
    –   Cashier
    –   Reservations
    –   Telephone Operator
    –   Concierge
    –   Guest services
    –   Bell desk
Basic Functions of the
Front Office

   Front Office…
    –   Sell rooms
    –   Maintain balanced guest
        accounts
    –   Offer services such as
        faxes, mail, messages,
        travel desk, currency
        exchange etc.
    –   Request/ Queries/
        Complaint handling
    –   Telephone handling
Different Room Rates

   Room Rates…
     – Rack rate
     – Corporate
     – Government
     – Privilege cards/ Membership Cards
     – Travel agent rates
     – Group rates
     – Promotions/ Weekend Rates
     – Crib Rate
     – Crew Rate
     – Day Rate
Types of Rooms

   Single Room
   Double Room
   Twin Bedded Room
   Interconnected Room
   Triple Room
   Quad
   Double-Double Room
   Suite
Types of Rooms (Contd..)

   Studio Room
   Cabana
   Lanai Room
   Parlor
   Efficiency
   Hospitality
   Hollywood Living Room
   Adjoining Rooms
Duties of a
Front Office Assistant

Front Office Assistant…
      Reservations
      Check-ins
      Guest inquiries
      Room changes
      Coordinate with other departments
      Check-outs
      Telephone
      Complaint Handling
Job Responsibilities of a Front Office
Assistant

At Reservation:
● Promptly and Courteously handle all Reservation
   requests
● Update regularly the Reservation Chart and Rack
● Keep all Reservation Correspondence up-to-date
● Keep Room Availability Status Board up-to-date
● Handle amendments and cancellations of
   Reservation
● Send Expected Arrival List to all concerned
   departments
Job Responsibilities of a Front Office
Assistant (Contd..)

At Reception:
● Promptly and courteously welcome, register guests
   and assign them rooms.
● Calculate Room Availability position and prepare
   room reports and occupancy statistics.
● Update the Room Rack/ Information Rack regularly.
● Handling complaints, requests of guests and
   enquiring guest satisfaction.
● Complete pre-registration formalities.
Job Responsibilities of a Front Office
Assistant (Contd..)

At Reception (Contd..):

   Execute government formalities regarding foreigners
   VIP rooms checking, blocking and issue VIP
    Amenities voucher
   Co-ordinate closely with Housekeeping for clearance
    of rooms to sell
   Formulating policies on groups and overbooking
    levels in consultation with management
   Deliver mail, messages to the guests
   Provide safe keeping for guest valuables

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Hotelfo 100911130425-phpapp01

  • 1. Hotel Front Office Operation BY: SHANTIMANI SATHWARA LECTURER PCTE
  • 2. Functions of a Hotel  Functions… – Lodging accommodations – Revenue centers – Cost centers – Serve and enrich society – Profit for the owners
  • 3. The Executive Committee  Executive Committee… – General Manager – Human Resources & Training Manager – Food & Beverage Manager – Executive Chef – Executive House Keeper – Front Office Manager – Sales & Marketing Manager – Chief Engineer – Unit Financial Controller – Chief Security Officer
  • 4. Front Office  Front Office… – Lobby – Reception – Cashier – Reservations – Telephone Operator – Concierge – Guest services – Bell desk
  • 5. Basic Functions of the Front Office  Front Office… – Sell rooms – Maintain balanced guest accounts – Offer services such as faxes, mail, messages, travel desk, currency exchange etc. – Request/ Queries/ Complaint handling – Telephone handling
  • 6. Different Room Rates  Room Rates… – Rack rate – Corporate – Government – Privilege cards/ Membership Cards – Travel agent rates – Group rates – Promotions/ Weekend Rates – Crib Rate – Crew Rate – Day Rate
  • 7. Types of Rooms  Single Room  Double Room  Twin Bedded Room  Interconnected Room  Triple Room  Quad  Double-Double Room  Suite
  • 8. Types of Rooms (Contd..)  Studio Room  Cabana  Lanai Room  Parlor  Efficiency  Hospitality  Hollywood Living Room  Adjoining Rooms
  • 9. Duties of a Front Office Assistant Front Office Assistant…  Reservations  Check-ins  Guest inquiries  Room changes  Coordinate with other departments  Check-outs  Telephone  Complaint Handling
  • 10. Job Responsibilities of a Front Office Assistant At Reservation: ● Promptly and Courteously handle all Reservation requests ● Update regularly the Reservation Chart and Rack ● Keep all Reservation Correspondence up-to-date ● Keep Room Availability Status Board up-to-date ● Handle amendments and cancellations of Reservation ● Send Expected Arrival List to all concerned departments
  • 11. Job Responsibilities of a Front Office Assistant (Contd..) At Reception: ● Promptly and courteously welcome, register guests and assign them rooms. ● Calculate Room Availability position and prepare room reports and occupancy statistics. ● Update the Room Rack/ Information Rack regularly. ● Handling complaints, requests of guests and enquiring guest satisfaction. ● Complete pre-registration formalities.
  • 12. Job Responsibilities of a Front Office Assistant (Contd..) At Reception (Contd..):  Execute government formalities regarding foreigners  VIP rooms checking, blocking and issue VIP Amenities voucher  Co-ordinate closely with Housekeeping for clearance of rooms to sell  Formulating policies on groups and overbooking levels in consultation with management  Deliver mail, messages to the guests  Provide safe keeping for guest valuables