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Chapter 1 front office practice
- 2. CHAPTER FOCUS POINT  Describe the significant of front office in tourism and hospitality business  Construct front office organizational chart line within a hotel or any tourism and hospitality business  Explain personnel job specification, responsibilities among position, departments and division within a hotel  Describe the activities in each guest cycle stage of a hotel 2
- 4.  Most important department in the hotel - nerve for hotel operation - Interface between a hotel and its guest  Guest makes first contact with FO department  First place that can makes guest develop an impression about the level of service, standard, facilities and hospitality of the hotel. FRONT OFFICE DEPARTMENT 4
- 5.  Communication and Accounting are the most important functions of the front desk operation.  Accounting procedure involve - settlement of the guest bills - accepted advance booking of hotel rooms - settle bills at the time of check-out 5 FRONT OFFICE DEPARTMENT
- 6.  Effective Communication with - guest * processing the guest reservation * handling the guest reception * fulfill the guest inquiry usage in the hotel such as internet facilities, safe deposit * check-in and check out the guest - other departments of the hotel etc. * maintaining the room status 6 FRONT OFFICE DEPARTMENT
- 7. FRONT OFFICE DEPARTMENT  FO department operates 24 hours a day  Three main shifts in FO department Morning – day shift 7.00 a.m – 3.00 p.m Day – evening shift 3.00 p.m – 11.00 p.m Night shift 11.00 p.m – 7.00 p.m 7
- 9. ORGANIZATIONAL CHART  Organization structure of FO department varies  It is depends on the size and style of operation of the hotel  It can be categorized into - Small sized hotel - Medium sized hotel - Large sized hotel ( Refer to the Figure 1.1, 1.2 and 1.3 for organizational structure of FO department) 9
- 10. DUTIES OF FRONT OFFICE PERSONNEL 10 DUTIES OF FRONT OFFICE PERSONNEL
- 11. DUTIES OF FRONT OFFICE PERSONNEL FRONT OFFICE PERSONNEL CASHIER RESERVATIONS AGENT NIGHT AUDITOR TELEPHONE OPERATOR CONCIERGE RECEPTIONIST FRONT OFFICE MANAGER BELL BOY DOOR ATTENDANT 11 1 2 3 4 5 6 7 8 9
- 12.  FRONT OFFICE MANAGER - Direct and coordinate the activities of the front office department - Perform the function of a link between the management and front office employees - responsible for hiring, training, supervising and disciplinary all front desk, reservation, and guest services staff members in order to maintain the desired standard of service - prepared the budget for the front office department - evaluate the job performance of each front office employee 12 DUTIES OF FRONT OFFICE PERSONNEL
- 13.  BELL BOY - Handling guest luggage at the time of arrival and departure - Escorting guests to their rooms on arrival - Familiarizing guests about safety features and in-room facilities - Locating a guest in a specified area of the hotel - Posting guests mails - Providing information to guests about hotel facilities and services when asked. 13 DUTIES OF FRONT OFFICE PERSONNEL
- 14.  CASHIER * Receiving payment * Balancing guest account * Opening and maintaining the guest folios * Recording all credit charges in guest folios * Preparing bills at the time of check-out * Handling credits/debit/charge cards for the settlement of a guest account * Administer the safe deposit system * Handling foreign currency 14 DUTIES OF FRONT OFFICE PERSONNEL
- 15.  DOOR ATTENDANT * Open the doors of guests’ vehicles on their arrival in the hotel portico * Help bell boys in lifting luggage * Open the hotels’ entrance door for guests * Coordinate with parking attendants for parking guests’ vehicles in the hotels’ parking area. 15 DUTIES OF FRONT OFFICE PERSONNEL
- 16.  NIGHT AUDIT * Preparing the night audit report * Check-in and check-out guest who arrive or depart after 11.00p.m * processing the reservations * performing the duties of security guard * monitoring fire safety system * Act as cashier for banquet function * performing the duties of manager on duty 16 DUTIES OF FRONT OFFICE PERSONNEL
- 17.  RECEPTIONIST * greeting guest * handling special request * handling check-in and check-out * providing information to guest * assigning rooms and dispensing guest room keys 17 DUTIES OF FRONT OFFICE PERSONNEL
- 18.  CONCIERGE * Making reservations for dining in famous restaurant * Arranging tours, limousine, and entertainment ticket * Maintaining good relationship with hospitality industry * Personal helper to VIP * Obtaining tickets for theatres, musicals etc * Provide latest information of events 18 DUTIES OF FRONT OFFICE PERSONNEL
- 19.  RESERVATION AGENT * Handling guaranteed and non-guaranteed reservation * up sell accommodation * Prepared the expected arrival list and the expected departure list every day * Prepared a guest folder and to keep the mails and messages of guest with reservation doc * Providing management information to other department 19 DUTIES OF FRONT OFFICE PERSONNEL
- 20. DUTIES OF FRONT OFFICE PERSONNEL 20  TELEPHONE OPERATOR * processing all incoming and outgoing calls * log all wake-up call on the system * Answer questions about the hotel’s services and product * taking message * operating hotel paying system * direct incoming calls to the desired extension * provide paging services for guest and employee
- 22. 22 GUEST CYCLE STAGE GUEST CYCLE STAGE PRE-ARRIVAL ARRIVAL IN-HOUSE DEPARTURE
- 23.  PRE-ARRIVAL * Reservations  ARRIVAL * Registration * Room assignment * Issuance of room key * Baggage handling 23 GUEST CYCLE STAGE
- 24.  IN-HOUSE * Mail and message handling * Maintenance of guest account * Paging and travel assistance * Safe deposit, currency exchange  DEPARTURE * Preparing the guest bill * Settlement of guest account * Transportation * Future reservation 24 GUEST CYCLE STAGE