Qualification Unit number and title

BTEC LEVEL 3 24

Student name Assessor name

Altaf khan Leon corriea

Date issued Completion date Submitted on

9TH September 2015 29th September 2015

Assignment title

Learning Outcome

Assessment Criteria

In this assessment you will have the opportunity to present evidence that

shows you are able to:

Task no.

Evidence

1 P1 You must describe in general terms the organisational structure of the front office operations for two different hospitality businesses as well as outlining in general terms the role and requirements.The businesses should be sufficiently different eg. A large hotel, a smaller hotel or guest house, time-share resort, holiday centre, hostel or a cruise ship, and should include a description of the roles and requirements of the staff who undertake the front office operations.

1

P2 You need to describe the practices and procedures for advance reservations, registration and guest accounting found in the two businesses that you used in Task 1. 2

TASK 1 :-

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Organisation structure of a Large Hotel front office Division

Front Office Manager

Experience:- minimum 10 years after hotel management

Skill and Competencies:-

1. Proficiency in the English language. Another foreign language preferred Guest handling skills

2. Training skills

3. Leadership and motivation skills

4. Personable and well groomed

5. Thorough knowledge of front office systems and procedures

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Reservation Agent:-

Experience:- one week department training adequate

Skills and Competencies:-1. Fully conversant with the property management system of the

house

2. Energetic

3. Sound telephone skills

4. Fully conversant with the property management system of the

house

5. Socially confident and pleasant

6. Has salesmanship

7. Proficiency in the English language. Knowledge of a foreign language preferable

8. Thorough knowledge of front office procedures

9. Has etiquettes and manners

10. Is methodical and has eye for detail

11. Proficiency in the English language. Knowledge of a foreign language

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Front office Agent:-

Experience:- six months departmental training

Skills and Competencies:-

1. Thorough knowledge of front office property management systems and

procedures

2. Socially confidence

3. Personable and well groomed

4. Physically sturdy to stay on one’s feet for a shift

5. Proficiency in the English language and knowledge of the local dialect. A

foreign language in preferable

6. A team person

7. Etiquettes and manners

8. Proficiency in the front office software

9. Ability to take stress

10. Customer service skills

11. Tact and diplomacy

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Bell Captain:-

Experience:- three years of bell boy service.

Skills and Competencies:-

1. Thorough knowledge of lobby systems and procedures

2. Proficiency in the English language and local dialect, with preferable a

foreign language

3. Socially confidence

4. Thorough knowledge of lobby systems and procedures

5. Personable and well-groomed because of constant guest contact

6. Supervisory skills

7. Physically sturdy and stamina to stand for long hours and lift heavy luggage

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Bell boy

Experience:- None. One month on-the-job training is adequate

Skills and Competencies:-

1. Proficiency in the English language

2. Personable and well groomed

3. Willingness to be of assistance to guests and staff

4. Proficiency in the English language

5. Team player

6. Physically sturdy to do active physical duties including lifting heavy baggage

Front office cashier:-

Experience:- Six months departmental training

Skills and Competencies:-

1. Good at accounting

2. Etiquettes and manners

3. Well groomed

4. Socially confident

5. Proficiency in the English Language. Another foreign language is preferred

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Telephone operator:-

Experience:- Six months training

Skills and competencies:-

1. Clear diction and voice tone

2. Accuracy

3. Speed in operations

4. Telephone Etiquettes and manners

5. Proficiency in the English Language (knowledge of another foreign language is

preferable)

6. Telephone courtesy

7. Ability to work under stress

8. Ability to maintain confidentially

9. Teamwork

10. Grooming and hygiene

11. Ability to sit at the telephone board for long hours

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Organisation of small guest house:-

Manager:-

Experience:-

1. they are local person

2. they are not well Qualified

3. they also don’t have much experience

4. they don’t have any special skill to aterct the guest

5. Front desk manager

6. Cashier

7. Geust agent

8. They are not well qullifild

9. They are aslo local peoples

10. They don’t have any expirence for the thts works

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Tack 2

INTRODUCTION:

Reservation function is a section of the Front Office deparment . A reservation in hotel parlance, is the process of boking a room before the arrival of a guest son that the room is available at the time the guest checks-in. The reservation process involves taking the guest’s requests for a particular room if any, at an agreed price and recording such requests precisely and confirming the

reservation. A reservation agent is one who takes roombookings and has moved a long way from being a booking clerk to one who influences room revenue. The agent is assisted by Property Management System [ PMS ] when quoting prices.

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RESERVATION TERMINOLOGY:

The reservation terminology pervades the entire front office operations and the rest of the hotel services that support room sales. It is important for front office professional to learn these terms to fulfil their tasks.

Allowances: Daily fixed cash paid-outs by the hotel cashier to airline

crews recovered from the airline at a later date.

Amendments: Changes made in records concerning a guest’s stay. Cancellation: A confirmed booking that has been withdrawn by the guest. Confirmation: A room reservation that has been confirmed in writing by a guest. Check-in: The process of registering a guest into hotel. Double Occupancy: Two guests staying in a room . Group: Fifteen persons and above who travel together. Guaranteed Booking: A room booking confirmed in writing by a guest. Guest: A client of the hotel. Forecast: A studied anticipation of room business. Free Sale: Rooms that are available for booking. FIT: Stands for “Free Individual Traveller” who are independent

guests who bool their room directly.

GIT: Group Inclusive Traveller. Lay-over: Airlines passengers catching a connecting flight of the airline sometimes later. On-request: A status when guests are waitlisted for a room booking confirmation. Overbooking: Booking rooms that are beyond the room capacity of the hotel. Pax: person Revision: Change in booking instructions. Room Availability: The room position when rooms are available for sale. Room Blocking: Making a room unavailable for sale. Room-Night: A charge for a night of room occupation, spanning. A room space scold. Sold Out: A status in which all the rooms in the hotel are sold. Single Occupancy: One guest staying in a room. Waitlist: A guest awaiting a confirmation of the room booking.

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TYPES OF ROOMS: Adjacent Room

Adjoining Room

Cabana

Connecting Room

Double Room

Executive Room

Single Room

Studio

Triplet

Twin room

Quad

Queen Room

Suites

Junior Suite

Double Suite

Duplex Suite

Executive Suite

Single Suite

Tourist Huts

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TYPES OF RATES AND PLANS:

A hotel normally develops room rates based on various purposes it serves:

Minimum- moderate- maximum rates: These rates are arrived at by evaluating the rates quoted by competition and the contribution required from room revenue to meet operational costs and investment. The reservation agent then gets the flexibility to offer rates to the guest’s budget. The location of rooms for instance, can influence price. A prime view can attract maximum rates then one with the restricted views.

The rack rate: This is the rate of the day based on market trend. The rack ranges ranges from the maximum rate during peak season to the minimum rate during off season.

Room planes: A room plane is a package proposal of rooms and meals. These planes are as follows:

European Plane [EP] =Charges foe the room only. American Plan [AP] =Charges for room and all meals. Modified American Plan [MAP]=Charges for room plus breakfast and lunch or

dinner. Continental Plane= Charges for room and a continental breakfast. Bed And Breakfast=Charges for room and English breakfast.

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Registration is guest cycle

Reservations

Making reservations for guests is a function of front office operations. Even though guests may make reservations online, reservations have to be monitored, verified and often changed at the guest's request. Hotels offer personal services that require reservations agents to document special requests, such as pillow preferences, baby equipment, extra towels and others. Early check-in or late checkout requests often affect housekeeping and room turnover. The front office must also communicate special requests to other departments.

Check In

Once guests arrive, the front desk staff reviews their reservation information for accuracy. Each staff person must be well trained on front desk systems, rates, accommodation types and how to handle special requests. Occasionally, rooms need to be reassigned or additional equipment, pillows or other amenities provided. How these requests are handled and problems are resolved sets the tone for the rest of the stay and any future interactions with the front desk.

Staying The staying stagedeals with security of the guest along with the coordination of guest services toensure guest satisfaction and try to encourage repeat guests. The front desk plays an important part at thisstage as this is the area where guests will make their requests or air their problems, to which the frontdesk agents need to respond in a timely and accurate manner. At this stage the front desk need to keepguest accounts up-to-date so that the final stage of the cycle runs smoothly

Check Out

Guests expect a quick check out with accurate billing. The checkout is the guest's final experience with front office operations and the end of the guest cycle. Even though many hotels print out final bills and slide them under the guest room door well before dawn, guests still feel more comfortable making a final stop at the front desk to be sure everything is in order. Fast, friendly service leaves the guest feeling good about his stay and may prompt him to return when travel takes him back to the area

Guest accounting

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Non-automated Account kept manually

Semi-automated Accounts kept using posting machine Previous balance pickup

Fully-automated Accounts kept using computers Point of sale link

Account

Acollection of all transactions incurred by a guest

Folio

A statement of all transactions that affect the balance of an account

Postaing

The process of recordinding transactions onto a folio

Guest folio

Front office is responsible during occupancy

Non-guest folio

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Used for house accounts

Master folio

Used for group accounts

Ledger

A summary grouping of accounts

Guest ledger

Set of registered hotel guest accounts

City ledger

Set of non-guest accounts

Transfer of non-settled acciunts

Responsibility shift from front office to accounting department

Advanced deposite

Pre-payment to guarantee reservation

After-departure charges

Signature on file

Cash overages & shortages

Beware of both

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Due backs

Pay out more than you receive

Voucher

Details a transaction to be posted

Correction voucher

Supports a correction on the same day as the error

Allowance voucher

Support a correction after the close of business

Refernce

HOTEL FRONT OFFICE

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By sudhirandrews

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