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HOTEL ORGANIZATION

Organization Chart

1. An organization chart is a schematic representation of the relationships between

positions within an organization.

2. It shows where each position fits in the overall organization, as well as where

divisions of responsibility & lines of authority lie

3. An organization chart should be flexible, reviewed & revised yearly

Concierge

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Classifying Functional Areas

1. Revenue Center

a. Sells goods or services to the guests, thereby generating revenue for the

hotel

b. Include front office, food & beverage outlets, room service & retail stores

2. Support Center

a. Include the housekeeping, accounting, engineering & maintenances & human

resources divisions

b. Do not generate direct revenue, but provide important backing for the hotel’s

revenue centers.

I. THE FRONT OFFICE

1. The most visible department in a hotel

2. The focal point of activity for the front office & is prominently located in the

hotel’s lobby

3. Guest come to the front desk to register, receive room assigments, inquire

about available services, facilities & the city or surrounding area & to check

out

4. Other functions include receiving & distributing mail & messages

5. Verifying outstanding account receivable & produce daily reports for

management

6. The function of FO are to:

a. Sell guest rooms, register guests & assign guest room

b. Coordinate guest services

c. Provide information about the hotel, the surrounding community & any

attractions or events of interest of the guest

d. Maintain accurate room status information

e. Maintain guest account & Monitor credit

f. Produce guest account statement & complete proper financial settlement

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II. RESERVATIONS

1. Responsible for receiving & processing reservation request.

2. Work closely with the sales marketing division when large group reservation

are being solicited or processed.

3. Maintain accurate records & closelt track room availabilities in order to avoid

overbooking.

4. Maintain a complex communication network.

5. The telephone department may also be referred to as a private branch

exchange or PBX.

6. PBX operators have responsibilities that extend beyond answering calls &

connecting calls to the appropriate extention.

7. Switchboard operation may also place wake –up calls, monitor automated

systems & coordinate emergency communication.

III. UNIFORMED SERVICE

1. Generally provide the most personalized service in a hotel.

2. The primary positions within the uniformed service department are:

a. Bell attendants

b. Door Attendants

c. Valet parking attendants

d. Concierge

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FRONT OFFICE OPERATION

Front Office meaning

1. The Front office is the most visible department in a hotel. Front Office personnel

also have more contact with the guests than staff in most other department. The

front desk usually the focal points of activity for the front office & is prominently

located in the hotel’s lobby. So the Front office staff should be well-groomed

people presenting a neat appearance to customers. Hair should be well cared for

and make up unobtrusive while uniform should be clean and well pressed.

2. The traditional front office functions include reservation, registration, guest

service, maintain and settlement of guest account, create of guest history

records.

3. Other front office function include receiving and distribution mail and messages.

4. The highest level of guest satisfaction can be attained through a carefully

designed front office organization, together with well thought goals & strategies,

work shift, job description & job specifications.

TECHNOLOGICAL EVOLUTION OF FRONT OFFICE

The technology used for front office record keeping & equipment has evolved in three

stages:

1. Non Automated

Handwritten form

2. Semi-automated

Electro-mechanical-front system uses both handwritten & machine-produced

forms. The advantages of a semi-automated system over non- automated system

include automatically generated- & easy- to read documents that details steps of

transaction. The disadvantages of semi-automated equipment are that equipment may

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be difficult to learn, complex in operation, not integrated with other system & subject to

maintenance problems.

3. Fully automated

Computer based in fully automated hotels. User friendly software

GUEST CYCLE

Baggage handling

Baggage

Check out

Currency exchange

Safe deposit

Maintaining guest

account

Mail & information

Concierge &

Doormen

Registration

Room

Issuing of keys

Transportatio

n

Bill Settlement

Departure

Occupanc

y

Arrival

Telephone calls

Transportation

Baggage

Booking

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FRONT OFFICE EQUIPMENT

1. Room Rack

a) Room rack slips that display guest room status information,

b) Normally recessed into the front desk counter or behind the desk,

c) Contains a summary of information about the current status of all rooms in the

hotel and information about room types, features.

2. Mail, message and key rack

A combination of mail, message and key rack can be either a freestanding wall

unit front office or an under the counter row of compartments.

3. Reservation Rack

4. Folio Trays

5. Voucher Rack

a) To support the posting bill transaction from revenue center.

b) Once the transaction is posted, the voucher may be stored for verification during

the audit process.

6. Cash Register

a) Used to record cash transaction & maintain cash balance,

b) Most cash register also include printing devices for producing transaction tapes,

sales receipt, inventory and price control report.

ROOM STATUS TERM

1. Occupied : A guest currently registered to the room.

2. Complimentary : The room is occupied, but the guest is assessed no charge for

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room used.

3. Stay over : The guest is not checking out today and will remain to stay one

more night.

4. Overstay : Guest who remain in the hotel beyond the scheduled departure

date

5. DO not disturb : The guest who requested not to be disturbed.

6. Sleep Out : A guest is registered to the room but the bed has not been used.

7. Skipper : The guest has left the hotel without making arrangements to settle

the account.

8. Sleeper : The guest has settled the bill and left the hotel but The front office

has failed to update the room status.

9. Scanty baggage : The guest has very light luggage that could be carried away in

their hand without indicating an obvious departure, should their

walk out with it.

10. Vacant Cleaned : The room status has been cleaned and inspected, and ready for

& Inspected arriving guest.

11. Out Of Order : The room cannot be assigned to a guest. The room may be under

refurbished or maintenance.

12. Due Out : The room becoming vacant after guest check out.

13. Late check out : The guest has requested a check out later than standard hotel

check out time.

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ROOM TYPES DEFINITIONS

1. Single : The room assigned for one person. May have one or more

bed.

2. Double : The room assigned for two people. May have one more

beds.

3. Triple : The room assigned for three people. May have two or more

beds.

4. Quad : The room assigned for four people. May have two or more

beds.

5. Queen : A Room with a queen size bed. May be occupied by one or

two people inside.

6. King : A Room with a king size bed. May be occupied by one or

more people.

7. Twin : A room with two twin beds.

8. Double-double : A room with two double beds

9. Family room : A Room with two double beds, means for two ,three or four

Persons and specially parents and children.

10. Studio : A room with a queen bed, may also have additional bed

and have some simple kitchen inside and simple sofa.

11. Junior Suite : A single room with a bed and sitting area. Sometimes the

sleeping area is in a bedroom separate from the parlor or

living room.

12. Suite : A Parlor or living room connected to one or more bed

rooms.

13. Penthouse : A Room that opens onto the roof and maybe accompanied

by a swimming pool or other facilities and amenities. And

almost spend the space area.

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14. Connecting Rooms : Rooms that have a connecting door between so guest can

move rooms without going through the hallway.

15. Adjoining Room : Rooms with a common wall but no connecting door.

16. Adjacent Room : Rooms close to each other, perhaps a cross the hall.

17. Cabana : A Room facing to pool area or cabana and have a

direct door.

18. Lanai : A Room overlooking a landscaped area, a scenic view, a

waterbody or a garden. It may have a balcony, a patio or

both. This types of room is commonly found in resort.

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RESERVATION

Reservations are the short agreement between hotel & guest in accepting

reservation, the hotel agreed to provide a room or other facilities (exp restaurant or

meeting room).In turn, the guest arrives on the chosen date and purchase the hotel

room as per request in the reservation.

The reservation term are following:

➢ Rate

➢ Date

➢ Room type

➢ Method of payment

➢ Guest name and address

➢ Number of guests

➢ Contact person

➢ Phone or email that could be contact

➢ Special needs or request

METHODS of RESERVATION

1. In Person

• Walk in

• Less common for obvious reason

2. Letter

• Usually made a several day or month a head

• Advantage as being clear

• Usually made by company or government

3. Telephone

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• Majority of reservation are received through this method

• Fast and efficient

• Does not provide a permanent record

4. Facsimile Machines

• Fax machines utilize telephone line fo communicate reservation request

• No operator required, communication is machine to machine

• With increasing sophisticate of technology, the usage of fax machine is getting

less popular

5. Toll Free Wats (Wide area telephone service)

• Use extensively by large properties as well as chain hotels

6. Personal Computer Subscription Services (WEBSITE)

• Provide a direct link through website of the hotel

7. Computerized Communication

• Email

STANDARD PROCEDURES of Taking reservation via telephone

1. Greeting

Good Morning/Afternoon/Evening, reservation department, …….Speaking, May I

help you?

2. Obtain arrival & Departure date

May I have the arrival and departure date of your booking sir/madam?

3. Room Type

May I Know the type of room do you require?

4. Check the room availability

Refer to the room availabity report printed daily or system

5. Confirm the reservation

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Sir/Madam, your required reservation date have been confirmed

6. Guest Name

May I have the guest name,please?

7. Flight information

May I have the flight detail please?

8. Request for caller’s company name or contact person

May I have your company name & contact number?

9. Method of payment

Sir/Madam , How would you like to settle the account on the day of your arrival?

10. Offer room rates

Refer to agreement for corporate rate or promotional rate or established rate

11. Upselling the room

12. Repeating the all the information received and give the confirmation No

13. Initial and time stamp on the reservation form and Inputting on the hotel system

RESERVATION SCHEME

Inquiry is initiated

Check availability and quote rate

Confirm rate and gather reservation data

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Types of reservation systems:

1. MANUAL (CONVENTIONAL)

• All information is recorded on a reservation form or slip, then transferred to a

reservation diary.

2. COMPUTERISED

• Computerised system can be used in conjunction with the manual system.

• Reservation forms are filled out manually while bookings are being taken, then

entered later onto the computer.

Request guarantee

Issue confirmation number

Reconfirm

Modify

Cancel

Check in

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Types of Payments on receiving Reservation

1. Prepayment

2. Advance deposit

3. Credit card

4. The following are common credit card accepted by hotels:

a) American express

b) Master card

c) Visa

d) Diners

5. Travel agent guarantees

6. Corporate/company/goverment guarantees.

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RESERVATION PHONE TECHNIQUES

1. Answering the telephone:

a) Answer the phone within three rings,

b) Use establishment’s standard greeting,

c) Always identify the establishment and yourself.

2. Speaking on the telephone:

a) Speak at steady rate

b) Speak clearly

c) Be helpful and responsive

d) Don’t use slang world

e) Never argue or loose your temper

f) Take message fully and accurately

g) Put expression and smile in your voice

TECHNIQUES FOR SELLING HOTEL’S FACILITIES AND PACKAGE

FIVE STEPS IN MAKING A SALE:

1. Approach Make a good impression on the guest and gaining their attention

2. Presentation Offering your product and/or services to the customer in such a way that he will

want to buy them.

3. Handling objects

The salesman’s attitude when answering guest objections is most important:

a) Listen carefully and courteously

b) Give the guest a complete attention

c) Don’t answer too quickly, but give the guest’s statement careful

consideration.

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4. Telling guests about special packages and promotion:

a) Notify tour guide or agency

b) Send the brochure to the guests with confirmation of reservation

c) Prepare a special information sheet for the reservation agent to use to

answer any questions regarding rates, validity dates, inclusions.

5. Closing the sale:

a) One of the best ways to close the sale is to ask the guest for the order, that

is, get their name on the registration card. E.g. “would you like to register,

mr Antoni? I know you will find this room very comfortable”

Give the guest choice between two rooms of the same general type

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RECEPTION - WELCOMING GUEST

HOW TO WELCOMING GUEST IN POLITE MANNER

1. Greetings

2. Offering assistance

3. Ask the guests if they have made a reservation

Ask the guest name and check if it is on the expected arrivals list

CHECK – IN WITH A RESERVATION

1. Greet the guest.

2. Offer assistance.

3. Check if they have a reservation.

4. Check expected arrivals list.

5. Reconfirm :

a) Type of rooms b) Number of rooms c) Length of stay d) Payment

6. Upselling technique

7. Assign the room.

8. Complete the registration card.

9. Issue the guest key.

10. Inform the hotel facilities.

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11. Arrange for a bell boy to escort the guest.

12. Offer a greeting e.g. “enjoy your stay”.

CHECK IN A WALK IN GUEST

1. Greet the guest.

2. Offer assistance.

3. Check if they have a reservation.

4. Apply up-selling techniques.

5. Assign the room.

6. Complete the registration card.

7. Issue the guest key.

8. Inform the hotel facilities.

9. Arrange for a bell boy to escort the guest.

10. Offer a greeting e.g. “enjoy your stay”.

PROSES GUEST TRANSACTION

____________________________________

METHODS OF PAYMENTS

The following are ways in which payment may be made for goods or services received:

CHEQUE

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Credit Card

TRAVELLER CHEQUE

COMPANY GUARANTEE

LEDGER

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FOREIGNER CURRENCY

LOCAL CURRENCY /RUPIAH

THE ABOVE METHODS OF PAYMENT ARE DIVIDED INTO CATEGORIES.

Cash Credit

• Local currency • Credit card

• Travellers’ cheque • Voucher, travel agent

• Cheque • Company Letter

• Foreign currency.

Types of credit cards:

• Master card

• Visa card

• AMEX (American Express)

• DC (Dinners Club)

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• BCA card

• J C B (Japan Credit Bank

PROCESSING GUEST BILLING by CASH TRANSACTION

1. PAYMENT WITH LOCAL CURRENCY a) Guest receives bill

b) Guest pays bill by cash

c) Cash money is checked using the checking machine (to identify the

authenticity of the money)

d) Cashier checks the amount of cash given

e) Cashier posts the bill to the register machine

f) The print-out /register reading will show the amount being paid and change to

be given

g) Give the change to the guest (if the is any)

h) Place currency given by guest in the cash drawer

i) Close cash drawer.

2. PAYMENT WITH TRAVELLER’S CHEQUE OR FOREIGN CURRENCY.

a) If the guest pays the bill by travellers cheque or foreign currency the cashier

must first calculate the exchange rate from the daily rate provided by the

enterprise

b) Give the foreign currency exchange voucher/receipt to the guest for signing

c) Attach the top copy of the currency exchange voucher /receipt to the signed

travellers’ cheque.

d) If the total exchange is paid to the customer, then the transaction is the same

as a cash transaction

e) The same procedure will apply for foreign currency

f) Always check for possible forgery as directed by the house standard.

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Traveller’s cheque are required to be signed in front of the cashier or waiter. Traveller’s

cheques should have 2 signatures, the cashier must compare the first signature with

second

3. PAYMENT BY CHEQUE

The Hotel usually will not except payment by any cheque unless prior arrangement

has been made or the General Manager or Front Office Manager has given their

approval.

Personal cheques are not usually accepted as payment within the Hotel.

If a cheque is to be accepted:

a) The date must be current - do not accept post-dated cheque.

b) The cheque must be legibly written with the numerical and written amounts in

agreement.

c) Note the name and location of the bank - additional charges are incurred

when sending foreign cheques for presentation.

d) Check that the bank account against which the cheque has been drawn is

maintained in local currency.

e) The signature must be complete and legibly.

f) All cheques must be payable to the hotel.

g) If applicable the personal cheque bank guarantee card details should be

noted on the back of the cheque:

• Expired date

• Card number.

h) Cheque should not exceed the total amount due on the account: if the guest

asks to pay a round sum, any charge due must not be paid in cash. The

Accounting Department will forward a cheque for any credit balance in due

course.

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PROCESSING GUEST BILLING by NON CASH TRANSACTION

PAYMENT WITH CREDIT CARD:

• If a guest pays by credit card at check out time, print out the folio, present to the

guest and obtain the guest’s credit card.

• While the guest examines the bill, check credit card for expiry date, name, and

approval code.

• If the credit card is invalid, do not return it immediately. Instead, request for

another credit card or cash and notify Assistant Manager.

• Imprint a credit card on the EDP (Electric Data Processing) machine according to

the type of card.

• Enter the amount to be settled by the guest.

• Present the print out slip of the credit card to the guest and ask for the signature.

• After the guest signs the voucher, verify the signature against the one on the credit

card.

• If there is any doubt about the authenticity of the signature, additional identification

should be requested.

• Return the credit card to the guest.

• Attach the guest’s copy of the charge voucher to the folio, and both are folded

neatly into the departure folder, and handled to the guest.

The cashier must attach the merchant’s copy of the credit card voucher to the hard copy

of the guest folio and retain both in the cash drawer for balancing at the end of the shift.

THE PAYMENT GUARANTEED BY THE TRAVEL AGENT MAY INCLUDE:

• Room only

• Room and breakfast

• Room, breakfast, and lunch

• Room, breakfast, lunch, and dinner.

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Any others expenses that might occur during the guest’s stay (which is excluded in the

voucher) will be charged directly to the guest.

PAYMENT BY COMPANY LETTER:

• Hotels may open an account for corporate businesses which have a contract

agreement with the hotel and a credit term policy.

• The account should be approved by the credit manager.

• The account receivable must ensure all charges are transferred properly to the city

ledger for further collection.

• The corrected folio should then be printed and it must be signed by the guest.

Procedure must be follow:

• Check that a letter of authorisation has been received from the company.

• Verify the guest’s name, room number and account plus city ledger charge

authorisation.

• Present the folio to the guest for review of the charges.

• Be sure to obtain the guest’s signature on the guest folio.

Attach all supporting bills to the guest folio

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COMMUNICATE ON THE TELEPHONE

AREAS THAT NEED TELEPHONE COURTESY

1. Office

2. Reception area

3. With customer

4. With Colleagues

What is telephone courtesy?

It is a way to communicate on the telephone in an appropriate manner

Why do enterprises need telephone courtesy?

To give a positive image about the enterprise

1. Promptly : answer on the first ring whenever possible

2. Clearly : well-modulated voice

3. Politely : considerate other people

PROCEDURES :

1. Answer the calls promptly (maximum 3 times ringing).

2. Identify your firm, department, or yourself clearly.

3. Greet the caller pleasantly.

4. Find out the caller’s name.

5. Be attentive.

6. If you need some time to find any information, ask the callers whether they would

like to wait, or to call back/be called back.

7. If errors or delays occur, apologise, explain and offer a solution where possible.

8. The person who initiated the call should be the first to hang up the call.

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Basic telephone technique should be considered when answering the telephone:

1. Place the telephone transmitter directly in line with your lips about the width of two

fingers from the mouthpiece.

2. Speak in a clear, well-modulated voice, do not yell.

3. Be polite and considerate other people.

Terminate the call when the reason for the call has been accomplished

OFFERING ASSISTANCE

1. Standard

a) “ Good morning, Sangkuriang Hotel, James speaking, how may I help you?”

b) “Good morning, Sales & Marketing, James speaking, how may I help you?”

2. Phone on the line

“I’m sorry sir, Mr Alex is on the line at the moment. May I take your message?

/May I have him/her call you back?”

3. No answer (the person whom the caller to talk to is out of the office)

“I’m sorry sir, Mr. Alex is unavailable at the moment, may I take a message? /May I

have him/her call you back? /Who may be able to help you?”

HOW TO MAKE AN OUTGOING CALLS:

1. Prepare before the call

2. Hear the dial tone

3. Identify your self

4. Identify your purpose of call

5. Consider other people’s time. (When your business is complete, end the call).

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PROVIDE PORTER SERVICES

THE ROLE OF A PORTER

1. To welcome the guest

2. Assisting and relieving the guest of their luggage

3. Taking security of the guests’ belonging

4. Directing the guest to the check-in

5. Taking the guest to the their room

6. Delivering the luggage promptly to the room

7. Show the room to the guest and tell them about hotel facilities.

THE ROLE OF A PORTER AND SERVICE OF BELL DESK

1. For many guests the porter is the first or second person that they come in contact

with on entering a hotel.

2. Remember the importance of first impressions.

3. The presentation and actions of the porter could affect the attitude of the guest.

Poor porterage can lead the guest to develop a negative towards the staff and

the hotel, hence the guest will not enjoy their stay.

4. The porter can set the guest on a journey of satisfaction and enjoyment.

5. Guests may come in contact with the porter at the car or at the doors or on entry to

the foyer.

WELCOMING GUEST

1. Welcome and respond to the guests immediately

2. Greet guests by name where possible

3. Make eye contact and use positive body language, smile and greet courteously

4. Treat all guests as individuals

5. Attend to the guests promptly

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6. Show guests that they are specials

7. Offer services

8. Take care of their luggage

9. Direct them to the registration area.

PORTER DUTIES

Marking Guest Luggage

1. Identify the guest’s name and room number on the expected arrival list and

rooming list

2. Fill in the luggage tag by guest name and room number

3. Put the luggage tag on guest luggage properly

4. Put a hotel sticker on the guest luggage if required.

Escorting the guest luggage

1. Greet the guest

2. Offer services

3. Ensure that the guest documents and key are correct

4. Direct guest to the lifts and advise that you will deliver the belonging immediately

or go with the guest to the room

5. Give directions as how to find the guests room

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6. Enter the room

7. Deliver the guest luggage

8. Explain the rooms facilities and services

9. Provided by the hotel

10. Offer to accommodate guests special

11. Requests

12. Wish the guest a pleasant stay

Delivering guest luggage

a) Procedure of delivering

Accompanying the guest:

• Entering the room

• Open the door and show the guest how to use the key

• Let the guest enter the room first.

• Put the luggage on the luggage rack :

Check where the guest would like their luggage placed

Position the luggage to allow for easy opening for the guest

Ensure the luggage will not fall

• Explain the room facilities to the guest:

AC,Lights,TV,bathroom

• Explaining the hotel services :

Hotel directory,hotel telephone extention, hotel promotion

• Confirm that the guest satisfy with the room

• Say thank you and say Have a pleasant stay

• Following up the special request (if any)

If not accompanying the guest:

• Knock the door and announce “bell boy” (3 times)

• If there is no answer, enter the room

• If the guest is in the room, wait until the guest opens the door and lets

you in.

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Handling Departure guest luggage

• Collect guest luggage from the room

• Confirm the number of pieces with the guest

• Secure the collected luggage at the bell desk for the guest’s departure

• Record the number of pieces luggage on the bellboy errand card

• Load guest luggage in guest transport with prior to the guest departing.

Handling Room change

• Collect guest luggage from the room

• Confirm the number of pieces with the guest

• Transport the luggage to the new room

• Reconfirm number of pieces with the guest and place on luggage rack

• Record the number of pieces on the bellboy

• Errand card

SAMPLE OF BELLBOY ERRAND CARD

BELLBOY ERRAND CARD

Date : Arrival :

BellBoy name: Departure:

Room No. Room Charge:

Guest Name

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Total Pieces of Luggage: --------------------

Description:

Front Office : Bellboy Signature:

__________________

_____________________

RESPONDING TO REQUEST TO THE BELL DESK

Standard:

1. Listen to what the guest requires

2. Respond immediately to the request for bell desk services

3. Offer an efficient and prompt service

4. Suggest alternative services if necessary

5. Reconfirm all guest requests

6. Act immediately and accurately

7. Organise with other department if required

Record services that need follow

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HANDLING GUEST COMPLAINT

Complaint handling is one important factor to boasting guest happiness,

sometimes the process of guest stay is run smooth, well prepared to the end of stay and

we did not realized that no communication, no interaction between hotel and the guest

except check in, dine in, and check out.

Let the guest complaint something that they wanted more, that they found wrong

or miss behave. Do not too afraid that staff could not afford or unable to rectify the

problem and leave the problem unsolved. Staff should feel confident and optimist with

empathy communicate and carefully listen the guest. Below are some keys that staff

should aware :

1. Stop your work, maintain eye contact and listen to the guest

2. Confident as you representing the hotel management, hear, memorize, identify

the problem and collect all data that guest explained to you, do not hesitate to

ask unclear sentences from the guest but keep in mind too many question would

turn the conversation became investigation and judgement.

3. Once you feel information gathered completed, do not instantly take action or

promising unclear dispute resolution, since staff should inform the manager for

the next step of problem solving, ask the guest to wait in their room or bring them

to the lounge which could calm and relaxing.

4. Communicate to the manager and tell exactly as the guest describe the problem

and do not create your own story as could possibly conflicting.

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5. Get back to the guest soon you got resolution from the manager, and apologize if

mistaken were from the hotel side, Offer your problem solving solution or let the

guest speak to the manager

Everything that staff said are reflecting the hotel, and the result of troubleshooting

either happy or unsatisfied will be memorized by the guest and taken into consideration

of next arrival.

The more staff handling the complaint the better and confident it would be,

practice communicate to the guest, gather good hotel knowledge, and evaluate ratio of

happiness of the guest will encourage staff confidently deal with unpleasant situation.

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DAFTAR PUSTAKA

FO competency standart .................................................... by Bp Slamet Mulyono

Principles of Hotel Front Office Operations ..............................by Jeremy Huyton

Hotel management......................................... ..........by Richard Komang

Hotel Communication Management .......................................by W ananda

Hotel Front office administration. ...........................................by Ir Endar Sugiarto, MM