I. OVERVIEW OF HOSPITALITY INDUSTRY

Hospitality Industry

Hospitality is , The Hospitality Industry is comprised of those businesses, which practice the act of being hospitable; those businesses, which are characterized by generosity and friendliness to guests.

A. Characteristics of Hospitality Industry

a. Inseparabilityb. Perishabilityc. Labor-intensived. Repetitivee. Intangibility

B. Components of Hospitality Industry

1. Lodging Operations-such as hotels, resorts, motels etc.

2. Transportation/ Travel Services-such as taxi, train, and cruise ships, etc.

3. Food and Beverage Operations-such as restaurants, bars, etc.

4. Retail Stores-such as souvenir shops, etc.

5. Activities-such as recreations, festivals, etc.

C. Brief History on the Development of Lodging Industry

• Can be traced back to the civilizations of Sumeria, Ancient Egypt, Ancient Greece, Rome and Biblical Times.

• Two possible explanations why people in ancient times felt required to be hospitable: they felt that hospitality to strangers were necessary to their religious well-being and having superstitious belief.

• The more logical in our modern thinking explains that providing hospitality was a result of a “give and take” philosophy.

• The need for a place to stay away from home is as old as the first nomadic traveler. Trading between two cultures created the need for groups of people to travel often-great distances.

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• Along these trade routes, certain stopping points became favored out of necessity. These stopping points became known as junction points that grew into trading centers and eventually evolved into cities.

• Journey segment is the maximum reasonable distance traveled in one day along trade and caravan routes. At these journey segments, lodging facilities became a need. They were called relay houses in China, khans in Persia, and tabernas in Rome.

• Innovations began to emerge as the history of lodging unfolds. At some point, innkeepers began to incorporate food and beverage service in their operations.

• Another development was the Roman network of roads that crisscrossed Europe and parts of Asia and Africa. These roads provided fast and safe routes for travelers.

• The concept of hospitality was changed in 1282 in Florence, Italy. The innkeepers created a guild or associations that formed hospitality into business.

• The industrial revolution of the mid-1700s created new modes of transportation that further changed the way people traveled.

• The emergence of railroads and later the automobile played large roles in lodging’s history because both dramatically increased the lengths of journey segments for a traveler.

• As the evolution of lodging continued, new facilities began to emerge as an option for travelers.

• The wealthy and landed aristocracy of the world began to view the many spare rooms in their castles and estates as sources of revenue. The best example of this can be traced back to the English and colonial inns of the 1700s.

• The significant difference between the two was that colonial inns offered rooms to anyone who could afford to pay, whereas English inns were most often reserved for the aristocracy.

• Another difference between the two was that English inns rented out individual sleeping rooms, whereas colonial inns regularly offered large rooms with several beds inside. This meant that English inns could offer private guest rooms, whereas colonial inns were better suited for communal accommodations.

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• The word hotel is the Anglicized version of the French hotel garni, which translates into “large, furnished mansion”.

• The first lodging facility that can be directly considered a precursor of the modern hotel was the 73 rooms City Hotel built in New York in 1794.

• It is a significant milestone in the evolution of lodging because its sole purpose was to house guests. All the previous inns were homes first and lodging facilities second.

• In 1829, Tremont House was built in Boston. This property was another milestone in the early revolution of hotels.

• It was considered as the first five-star hotel. Highly trained staff, French Cuisine, and luxurious appointed rooms combined to give guests the finest hotel experience available ever to that point in time.

• Amenities offered by the Tremont House include in-room water pitchers and free soap that was considered revolutionary.

D. Classification of Hotels

1. According to Size:

a. Small Scale (under 150 rooms)b. Medium Scale (150 to 299 rooms)c. Large Scale (300 and above)

2. According to Target Market:

a. Commercial Hotelsb. Airport Hotelsc. Suite Hotelsd. Residential Hotelse. Resort Hotelsf. Bed and Breakfast Hotelsg. Time-Share and Condominiumh. Casino Hotelsi. Conference Centersj. Convention Hotelsk. Alternative Lodging Properties

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3. According to Levels of Service / Price

a. World-Class Service b. Medium-Range Servicec. Economy / Limited Service

4. According to Type of Ownership and Affiliation

a. Owner-operatedb. Owner-managedc. Independentd. Franchisede. Management-contract

5. Reasons for Traveling

a. Business Travelb. Pleasure Travelc. Group Traveld. Buying Influences

6. According to Quality Ranking

a. Deluxeb. First Classc. Standardd. Economy

7. According to Location

a. Center Cityb. Suburbanc. Resortd. Airporte. Highway

E. Hotel Organization

Mission Statement

Defines the unique purpose that sets one hotel or Hotel Company apart from others. It expresses the underlying philosophy that gives meaning and direction to hotel policies. A hotel’s mission statement should address the interests of three diverse groups: guests, management, and employees.

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Objectives

Are those ends an organization must achieve to effectively carry out its mission. An objective is more specific than a mission; it calls for levels of achievement, which can be observed and measured.

Goals

Define the purpose of a department or division; they direct the actions of managers and employees and the functions of the department or division towards fulfilling the hotel’s mission.

Strategies

Are the methods a department or division plans to use to achieve its goals.

Organizational Chart

A schematic representation of the relationships between positions within the organization. It shows where each position fits in the overall organization as well as where divisions of responsibility and lines of authority lie. Solid lines on the chart indicate direct-line accountability. Dotted lines indicate relationships that involve a high degree of cooperation and communication, but not direct reporting relationship.

F. Classification of Functional Areas:

1. Revenue vs. Support Centers

a. Revenue Centers - those that sells goods or services to guests, thereby generating revenue for the hotel (front office, food and beverage outlets, room service and retail stores).

b. Support Centers - these do not generate direct revenue, but provide important backing for the hotel’s revenue centers (housekeeping, accounting, engineering and maintenance, and human resources division).

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2. Front-of-the-house vs. Back-of-the-house

a. Front-of-the-house - areas that involves guest and employee interaction (front office, restaurants, and lounges).

b. Back-of-the-house - areas where interaction between guests and employees is less common (housekeeping, engineering and maintenance, accounting, and human resources).

G. Hotel Divisions:

• Food and Beverage Division• Sales and Marketing Division• Accounting Division• Engineering and Maintenance• Security Division• Human Resource Division• Rooms Division • Other Divisions:

- Retail Outlets- Recreation- Casino

Rooms Division

The rooms division comprises departments and personnel essential in providing the services guests expect during a hotel stay. In most hotels, the rooms division generates more revenue than other divisions.

Departments under rooms division:

Front Office Department Housekeeping Department

The front office is the most visible department in a hotel. Front office personnel also have more contact with guests than staff in most other departments. The front desk is usually the focal point of activity for the front office and is prominently located in the hotel’s lobby.

Functions of the front office:

Sell guestrooms, register guests, and assign guestrooms. Coordinate guest services. Provide information about the hotel, the surrounding community and any

attractions or events of interest to guests. Maintain accurate room status information.

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Maintain guest accounts and monitor credit. Produce guest account statements, and complete proper financial settlement.

Sections under the Front Office Department:

Reservations Communications (Private Branch Exchange or PBX) Uniformed Service

o Bell Attendants o Door Attendants o Valet Parking Attendants o Transportation Personnel o Concierge

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II. FRONT OFFICE OPERATIONS

Front Office Manager

The Front office manager use available resources to meet the property’s objectives. He must also recognize the limitations of these resources. He must be a skilled planner who tailors the various resources to suit the property. Front office managers must have a strong sense of how to organize, coordinate, and staff the front office. They must know how to precisely direct and control various business assets. And finally, front office managers should maintain a cooperative relationship between the front office and other hotel divisions and departments by encouraging communication between all areas of responsibility.

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A. Front Office Organization Chart

General Manager

Assistant Manager

Front Office Manager Night Auditor

Front Desk Agent

Reservations Agent

SwitchboardOperator

Front Office Cashier

Uniformed Service

Concierge

Job Description: Front Office Manager

Basic Function: To directly supervise all front office personnel and ensure proper completion of all front office duties.

Duties and Responsibilities:

• Participate in the selection of front office personnel.• Train, cross-train, and retain all front office personnel.• Schedule the front office staff.• Supervise workloads during shifts.• Evaluate the job performance of each front office employee.• Maintain working relationships and communicate with all departments.• Verify that accurate room status information is maintained and properly

communicated.• Resolve guest problems quickly, efficiently, and courteously.• Update group information; maintain, monitor, and prepare group requirements.

Relay to appropriate personnel.• Review and complete credit limit report.• Work within the allotted budget for the front office.• Receive information from previous shift manager and pass on pertinent details to

the incoming manager.• Check cashiers in and out and verify banks and deposits at the end of each shift.• Enforce all cash-handling, cash-cashing, and credit policies.• Conduct regularly scheduled meetings of front office personnel.• Wear the proper uniform at all times; require all front office employees to wear

proper uniforms at all times.• Uphold the hotel’s commitment to hospitality.

Relationships: Reports to the assistant manager or general manager.

Front Desk Agent

Front desk agents are perhaps the most noticeable personnel in a hospitality operation. These agents represent the hotel to the guest throughout all stages of the guest stay. In many cases, the front desk agent is the first person a guest sees on entering the property and the last person the guest sees on leaving. The traditional duties of a front desk agent centers on registration. When appropriate, front desk agents perform pre-registration. They determine a guest’s reservation status and identify how long the guest needs and wants to stay. Front desk agents place guest and room information in the appropriate front desk racks and communicate this information to the appropriate hotel personnel.

In terms of hotel security, the front desk agents maintain guestroom key storage, and maintain and supervise access to safety deposit boxes. Front desk agents also must

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know how to recognize and respond to suspicious and emergency situations.

Finally, front desk agents must be sales-minded. To be effective and successful, a front desk agent must be proud of where he or she works. Self-assured, well-trained, and sales-minded people behind the front desk can be a valuable public relations asset for the property.

Job Description: Front Desk Agent

Basic Function: To assist guest in all front office-related functions in an efficient, courteous, and professional manner that maintains high

standards of service and hospitality.

Duties and Responsibilities:

• Register guests and assign rooms; accommodate special requests whenever possible.

• Assist in pre-registration and blocking of rooms for reservation.• Thoroughly understand and adhere to proper credit, check cashing, and cash-

handling policies and procedures.• Understand room status and room status tracking.• Know room locations, type of rooms available, and room rates.• Use suggestive selling techniques to sell rooms and to promote other services of

the hotel.• Coordinate room status updates with the housekeeping department by notifying

housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.

• Possess a working knowledge of the reservations department take same day reservations and future reservations when necessary. Know cancellation procedures.

• File room keys.• Know how to use front office equipments.• Process guest checkouts.• Post and file all charges to guest, master, and city ledger accounts.• Follow procedures for issuing and closing safe deposit boxes used by guests.• Use proper telephone etiquette.• Use proper mail, package, and message handling procedure.• Read and initial the pass-on log and bulletin board daily. Be aware of daily

activities and meetings taking place in the hotel.• Attend department meetings.• Coordinate guestroom maintenance work with the engineering and maintenance

division.• Report any unusual occurrences or requests to the manager or designated

manager. • Know all safety and emergency procedures. Be aware of incident prevention

policies.

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• Maintain the cleanliness and neatness of the front desk.• Understand that business demands sometimes that make it necessary to move

employees from their accustomed shift to other shifts.• Be aware that bending, stopping, and lifting items weighing 30 pounds or more

may be required.

Relationships: Reports to the front office manager

Reservations Agent

Reservations agents are responsible for all aspects of reservations processing. Typically, reservations agents respond to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable fax, or through a central reservation system. The agent creates and maintains reservation records – usually by date of arrival and alphabetical listing. Sometimes they also determine room rates. They also prepare letter of confirmation and promptly process any cancellations and modifications.

Reservations agents also track future room availabilities on the basis of reservations, and help develop forecasts for room revenue and occupancy. Additional duties include preparing the list of expected arrivals for the front office, assisting in pre-registration activities when appropriate, and processing advance reservation deposits. Like front desk agents, reservation agents must act as hotel sales representatives. Reservations agents should know the types of rooms the hotel has – as well as their location and layout. Knowledge of all hotel package plans – meaning, status, rates and benefits – is a must. And when large groups are booked into the hotel, close coordination with the sales and marketing division is essential.

Job Description: Reservations Agent

Basic Function: To handle all future reservations, matching the needs of the guests with the hotel.

Duties and Responsibilities:

• Process reservations by mail, telephone, telex, cable, fax, or central reservation system referral.

• Process reservations from the sales office, other hotel departments, and travel agents.

• Know the types of rooms available as well as their locations and layout.• Know the selling status, rates, and benefits of all package plans.• Create and maintain reservation records by dates of arrival and alphabetical

listing.• Determine room rates based on the selling tactics of the hotel.• Prepare letters of confirmation.• Communicate reservation information to the front desk.

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• Process cancellations and modifications. Promptly relay this information to the front desk.

• Understand the hotel’s policy on guaranteed reservations and no-shows• Process advance deposits on reservations.• Track future room availabilities on the basis of reservations.• Help develop room revenue and occupancy forecast.• Prepare expected arrival lists for front office use.• Assist in pre-registration activities when appropriate.• Monitor advance deposit requirements.• Handle daily correspondence; respond to inquiries and make reservations as

needed. • Make sure that files are kept up to date.• Maintain a clean and neat appearance at all times in your dress and in your work

area.• Promote good will by being courteous, friendly, and helpful to guests, managers,

and fellow employees.

Relationships: Reports to the front office manager.

Switchboard Operator

Switchboard operators seldom come face-to-face with guests. Nonetheless, these front office personnel play an important role in representing the hotel to guests. A friendly and courteous tone of voice is all-important for this position. Clear and distinct speaking – as well attentive, objective listening – are skills that operators use to put callers at ease and obtain accurate, complete information.

Switchboard operators typically answer incoming calls and directing them to guestrooms through the switchboard (PBX or Private Branch Exchange) system or to hotel personnel or departments.

Switchboard operators also process guest wake-up calls. Other hotels rely on the switchboard operator to provide personal service. Switchboard operators monitor the operation of automated systems.

Job Description: Switchboard Operator

Basic Function: Receives and directs incoming calls to individual guests, staff, or departments.

Duties and Responsibilities:

• Answer incoming calls and place outgoing calls.• Direct calls to guestrooms, staff, or departments through the switchboard or

Private Branch Exchange (PBX) system.

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• Receive telephone charges from the telephone company and forward charges to the front desk for posting.

• Take and distribute messages for guests.• Log all wake-up call requests and perform wake-up call services.• Provide information about guest services to guests.• Answer questions about hotel events and activities.• Understand PBX switchboard operations.• Provide paging services for hotel guests and employees.• Know what action to take when an emergency call is requested or received.• Monitor automated systems, including fire alarms and telephone equipment, when

the engineering and maintenance department is closed.

Relationships: Reports to the front office manager

Front Office Cashier

The task of the front office cashier center on the guest accounting cycle. The cashier’s most crucial duties occur when guests wish to settle their accounts and check out of the hotel. Front office cashiers typically post revenue center charges to guest accounts. The hotel’s revenue centers communicate information on charge purchases to the front desk. Cashiers then post these charges to guest accounts to ensure that the charges will be settled at check-out.

Front office cashiers also receive payment from guests at checkout. Cashiers coordinate the billing of credit cards and direct-billed guest accounts with the accounting division. All guest accounts are balanced by the cashier at the close of each shift.

Front office cashiers assume responsibility for any cash used in processing front desk transactions. In many hotels, the front office cashier rather than the front desk agent manages the safe deposit boxes. Depending on hotel policy, the cashier may also perform a variety of banking services for guests, such as check cashing and foreign currency exchange.

Job Description: Front Office Cashier

Basic Function: To perform tasks relating to guest check-in and checkout and settling guest accounts.

Duties and Responsibilities:

• Operate front office posting equipment.• Obtain the house bank and keep it balanced.• Complete cashier pre-shift supply checklist.• Take departmental readings at the beginning of the shift.• Complete guest check-in procedures.• Post charges to guest accounts.

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• Handle paid-outs.• Transfer guest check balances to other accounts as required.• Cash guest checks.• Complete guest check0out procedure.• Settle guest accounts.• Handle cash, traveler’s checks, personal checks, credit cards, and direct billing

requests properly.• Post non-guest ledger payments.• Make account adjustments.• Disperse guest records upon checkout.• Transfer folios paid by credit card to each credit card’s master file.• Transfer folios charged to the non-guest ledger to each company’s master file.• Balance department totals at the close of the shift.• Balance cash at the close of the shift.• Manage safe deposit boxes.

Relationships: Reports to the front office manager

Uniformed Service Staff

Meeting, greeting, and escorting guests to their rooms are among the duties of uniformed service staff. These personnel also do the reverse: escort guests from their rooms to the front desk, out the front door, and to their means of transportation.

Often the first and last person a guest sees at the property is a uniformed service employee. The care and attention of bell attendants, door attendants, parking attendants, limousine drivers, and other uniformed service personnel convey a critical message to guests about the property’s commitment to service.

Because of their direct guest contact with guests, uniformed service employees can be excellent salespersons for restaurants, lounges, and other hotel revenue outlets. Uniformed service staff also serves as the eye and ears of the hotel since the are stationed at or make so many trips to various points in the property. It is their duty to report any irregularities or unusual circumstances to the front desk. Other duties include running errands, handling messages, and paging guests.

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Job Description: Uniformed Service

Basic Function: To work closely with the front desk staff, room service employees, and other hotel personnel in providing guest assistance with

luggage, transportation, and miscellaneous needs.

Duties and Responsibilities:

• Maintain a good personal appearance at all times. Wear the standard uniform and name tag.

• Escort guests to and from their rooms if requested.• Deliver arriving baggage and remove departing baggage promptly, per guest

request.• Work closely with the front office in carrying out all guest requests.• Obtain telephone messages from the front desk and promptly deliver them to

guestrooms.• Keep the lobby directory up to date.• Watch for any unusual persons or activities and report them to management.• Transport hotel guests to and from the airport on request, obeying all traffic laws

and forms of courtesy.• Keep limousines, vans, and other hotel vehicles clean and in top running

condition. Immediate report all items that require repair.• Maintain an orderly, secure checkroom for guests.• Perform any other duties and responsibilities as requested.

Relationships: Reports to the assistant manager or the front office manager

Concierge

Basically, the concierge serves as a guest’s liaison with both hotel and non-hotel services. In a sense, a concierge functions are an extension of front desk agent duties. Many hotels actually enlist front office staff to provide concierge-like services. Some hotels, however, find that front desk agents are too busy to provide the personal services characteristic of a concierge. By adding a skilled concierge to the front office staff, a more personal and specialized approach can be taken with guests. Some large hotels even have a fully staffed concierge department.

Concierge specializes in assisting the guest – regardless of whether inquiries concern in-hotel or off-premises attractions, facilities, services, or activities. A concierge must be unusually resourceful and knowledgeable about the hotel and the surrounding community. Among many things, he or she must know how to provide concise and accurate directions, make reservations for flights, the theater, or special events. The concierge may call guests after they have been roomed. To see if they have any immediate guest service needs. In some hotels, the concierge handles all guest complaints.

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Job Description: Concierge

Basic Function: To serve as the guest liaison with both hotel and non-hotel attractions, facilities, services, and activities.

Duties and Responsibilities:

• Develop a strong knowledge of the hotel’s facilities and services and of the surrounding community.

• Provide guests with directions to attractions or facilities in or outside the property.• Provide guests with information about attractions, facilities, services, and

activities in or outside the property.• Make guest reservations for air or other forms of transportation when requested:

obtain necessary itinerary and tickets.• Make guest reservations the theater and other forms of entertainment when

requested; obtain necessary tickets and provide directions to facilities.• Organize special functions as directed by management.• Arrange secretariat and other office services.• Coordinate guest requests for special services or equipment with t he appropriate

department.• Check in with roomed guests periodically to ascertain any special needs.• Handle guest complaints.

Relationships: Reports to the front office manager

Night Auditor

Front office accounting records must be checked for accuracy, summarized, and compiled on a daily basis for the hotel’s financial records. Traditionally, these tasks are conducted at the close of the business day during the hotel’s night shift. This process is referred to as the night audit, and the employee handling these tasks as the night auditor.

Night auditors must be skilled record keepers since the job requires them to track room revenues, occupancy percentages, and other front office operating statistics. A summary of cash, check, and credit card activities must also be prepared. These data reflect the hotel’s financial performance for the day. The hotel’s accounting division uses night audit data to determine the property’s daily profile.

Typically, night auditors post room charges and room taxes to guest accounts – including guest transactions not posted during the day by the front office cashier. Night auditors process guest charges vouchers and credit card vouchers. Also among a night auditor’s duties is the verification of all account postings and balances made during the day by front desk cashiers and agents. Night auditors monitor the current status of coupon, discount and other promotional programs.

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Finally, night auditors summarize and report the results of front office operations to management – either directly or through the accounting division.

In some properties, the night auditor may be the only person behind the front desk during the late evening to early morning. For this reason, the night auditor must possess the skills and talents of a front desk agent- especially in terms of check-in and check-out procedures.

Job Description: Night Auditor

Basic Function: To ensure the accuracy and balance of front office accounting records and prepare summaries of financial data on a daily

basis.

Duties and Responsibilities:

• Post room charges and taxes to guest accounts.• Process guest charge vouchers and credit card vouchers.• Post guest charge purchase transactions not posted by the front office cashier.• Transfer charges and deposits to master accounts.• Verify all account postings and balances.• Monitor the current status of coupon, discount, and other promotional programs.• Track room revenues, occupancy percentages, and other front office statistics.• Prepare a summary of cash, check, and credit card activities.• Summarize results of operations for management.• Understand principles of auditing, balancing, and closing out accounts.• Know how to operate posting machines, typewriters, and other front office

equipment and computers.• Understand and know how to perform check-in and check-out procedures.

Relationships: Reports to the front office manager or to the accounting department.

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Receiving / processing guests’ reservations

Blocking, documenting guest reservations

Welcoming/ greeting the guest, opening the door of his vehicle; unloading the luggage

Attending to guest registration

Settlement of guest’s bill

Escorting guest to his room, carrying his Luggage, explaining room facilities

Updating the room status chart

Preparing and updating guest folio

Attending to all service request of guests, extending various forms of assistance like wake up calls, delivery of messages, etc.

Updating guest account, preparing billing statement

Assisting guests for check out

Bill settlement, giving clearance for check out

Thanking the guest, bidding goodbye

B. Sequence of Front Office Service

Reservation Clerk

Desk Clerk

Doorman / Bellboy

Desk Clerk

Front Office Cashier

Bellboy

Desk Clerk

Desk Clerk

F.O. / H.K. Staff

Front Office Cashier

Bellboy

Front Office Cashier

All Staff

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C. Guest Cycle

A division of the flow of business through a hotel that identifies the physical contacts and financial exchanges between guests and hotel employees.

Front office employees need to be aware of guest services and guest accounting activities at all stages of the guest stay. Front office employees can efficiently serve guest needs when they clearly understand the flow of business throughout the hotel.

Front Office Accounting

A front office accounting system monitors and charts the transactions of guests and businesses, agencies, and other non-guests are using the hotel’s services and facilities.

An effective guest accounting system consists of tasks performed during each stage of the guest cycle. In brief, a front office accounting system:

• Creates and maintains accurate accounting file for each guest or non-guest account;• Tracks financial transactions throughout the guest cycle;• Ensures internal control over cash and non-cash transactions;

Pre-Arrival

Arrival

Occupancy

Departure

Guest Cycle Front Office Functions

Reservations

Guest Services

Registration

Occupancy Services

Check-Out and History

Establishment of Credit

Guest Accounting

Charge Postings

Night Audit

Settlement

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• Records settlement for all goods and services provided.D. Front Office Systems

Technology used for front office record keeping and equipment

3 Stages of Front Office System:

Non – Automated System (Manual) Semi – Automated System (Electro-Mechanical) Fully – Automated System (Computer Based)

Non – Automated System

A system of front office record keeping characterized by the exclusive use of handwritten forms. The elements of non – automated systems determined the structure of many front office processes in even the most advanced automated facilities.

Semi – Automated System

Also called electro – mechanical, front office system that uses both handwritten and machine-produced forms.

Advantages of a semi – automated system over a non – automated system include automatically generated – and easy-to-read documents that detail the steps of a transaction. These documents represent what is known as the audit trail.

The disadvantages of semi – automated equipment are that equipment may be difficult to learn, complex in operation, not integrated with other systems, and subject to maintenance problems.

Fully – Automated System

A computer-based system of front office record keeping that eliminates the need for many handwritten and machine-produced forms common in non – automated and semi – automated systems.

E. Front Office Forms

Pre – Arrival

Reservation Record Computer-based Reservation File Letter of Confirmation Reservation Rack Slips

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Arrival

Registration Card Room Rack Slips Guest Folio

Occupancy

Vouchers Charge vouchers, allowance vouchers, transfer vouchers, paid-out

vouchers. Information Rack Slips

Departure

Credit Card Voucher Transfer Voucher Guest History Record

F. Front Desk

This is where the guests register, request information and service, relate complaints, settle their accounts, and check out.

Front Desk Design

Prominently located in the hotel lobby A typical front desk surface is a counter approximately three-and-a-half feet high

and two-and-a-half feet deep The length may vary according to the number of rooms in the hotel, duties

performed at the front desk, and he physical design of the hotel lobby Signs may be placed on or above the desk to direct guest to the proper activity

center for registration, cashier, check-out, information, and mail handling, and other guest services

Partitions may screen front office data from guests or visitors standing at the desk, since much of front office information are considered confidential and proprietary.

Functions of Front Desk

Assigning of rooms and registration of arriving guest according to established procedures;

Handling of guest room keys, mails, cables, parcels, messages, etc.;

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Serving as a communications center for the guest while he or she is registered in the hotel, providing the needed information not only about hotel facilities and services but points of interest like post office, flight schedules, areas of entertainment, tourist spot, etc.;

Control and updating of room status rack; Preparation and maintenance of reports or records pertinent to the guest stay in

the hotel; Submission of night sales report indicating the number of rooms sold, vacant

rooms, average rate total revenue, occupancy rate, etc.; Coordination with other departments in the performance of its function especially

with the Housekeeping and Accounting section.

G. Front Office Equipment

Room Rack

Considered as the most important piece of front office equipment. This is an array of metal file pockets designed to hold room rack slips that display guest and room status information.

The room rack is normally recessed into the front desk counter, tilted against the desk, or mounted below or behind the desk. When key slots are added to the room rack, it can serve as a combination room and key rack.

The room rack contains a summary of information about the current status of all rooms in the hotel. A room rack slip or in some hotels, the guest registration card itself can be inserted into the room rack to display guest data, room number, and room rate.

One glance at the room rack should immediately inform the front desk agent of the occupancy and housekeeping status of all rooms. The room rack may also contain information about room types, features, and rates.

Front desk agents normally use this information to match available rooms with guest needs during the registration process.

Mail, Message, and Key Rack

A key rack is an array of numbered compartments used to store guestroom keys. Key racks used to be visible to individuals both behind and in front of the desk. Today, key racks are often placed in front desk drawers to ensure the safety and security of guests.

To minimize the number of racks in the front desk area, hotels may combine the key rack with either the room rack or the mail and message rack.

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A combination of mail, message, and key rack can be either a free-standing wall unit or an under-the-counter row of apartments.

Some front offices use this rack as room divider by placing it between the front desk and the switchboard areas of the front office. When the mail and message compartments of the rack are open from both sides, telephone operators (who are positioned on one side of the rack), and front desk agents (who are positioned on the other side of the rack) have equal access to rack contents.

Operators who record telephone messages for guests can insert them into the rack from the back side; front desk agents can retrieve the messages from the front side.

Reservation Racks

Racks which store the reservation rack slips or registration cards for anticipated arrivals. Front office uses both two types of reservation racks: the advance reservation rack and the current reservation rack.

In an advance reservation rack, reservation rack slips or registration cards are arranged by the guest’s scheduled dates of arrival and, within each day’s grouping, alphabetically by the guests’ or groups’ names. A current reservation rack is a portable subset of the advance reservation rack. Early each morning, the advance reservation rack slips or registration cards for the days expected arrivals are loaded into the current reservation rack and taken to the front desk.

The current reservation rack is used by front desk agents to assist in processing guests during registration.

Information Rack

An information rack is an index of in-house guests, by both last name and room number. An information rack is commonly used to assist front office employees with proper routing of telephone calls, mail, messages and visitor inquiries.

The information rack normally consists of aluminum slots designed to hold guest information slips.

Folio Trays

Folio tray or folio bucket is where the guest folios are stored and arranged by guestroom numbers. Guest folios remain in the tray throughout the occupancy stage of the guest cycle, except when they are used in posting transactions.

A second folio tray is normally located in the hotel’s accounting office. This tray contains the folios of departed guests being directly-billed or of guests who paid by credit

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card. Once these accounts are settled, the folios are moved to a permanent storage location.

Account Posting Machine

An electro-mechanical or electronic device used in semi-automated hotels. An account-posting machine is used to post, monitor, and balance charges and credits to guest accounts.

Voucher Rack

A container for storing vouchers for future reference and verification during the night audit.

Cash Register

Used to record cash transactions and maintain cash balances.

Telephone Equipments:

Call Accounting Systems – a device linked to the telephone system that identifies each phone number dialed from guestroom telephones. It provides a record of each room’s local and long distance phone calls so that appropriate charges may be posted to the guest’s folio.

Automatic Call Dispensing – is limited to wake-up call into computer, and at the scheduled times, a telephone call is automatically placed to the guests’ rooms.

Telephone/ Room Status System – assists with rooms’ management and prohibit the unauthorized use of telephones in vacant rooms.

Fax Machine – makes it possible to transmit or receive full-page documents.

Call Detection – works with the main telephone equipment and call accounting systems. Call detection equipment has the ability to pinpoint the exact moment when a telephone call is connected.

Support Devices:

Credit Card Imprinter – an imprinter presses a credit card voucher against a guest’s credit card. The impact causes the raised card number, expiration date, and name of the card to be recorded on the voucher for use in credit card billing and collection procedures. It may be manual or electric.

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Magnetic Strip Reader – a magnetic strip reader reads data magnetically encoded and stored on the magnetic tape strip on the back of a credit card and transmits this data to a credit card verification service. On the basis of the credit card data and transaction data, the credit card verification service either approves or disapproves the transaction.

Time Stamp – folios, mail, and other front office paperwork are inserted into a time stamp device to record the current time and date. This recording can be very important in establishing a chronology of events.

Security Monitor – closed-circuit television monitors allow front office or security personnel to monitor certain areas of the hotel from a central location.

Wake-Up Devices – this is usually a specially designed clock with multiple alarms setting to remind front desk agent or telephone operators to place wake-up calls. A wake-up call log kept beside the clock informs the agents or operators, which room numbers, are to be called at what times.

Self-Registration / Checkout Terminals – fully automated hotels provide self-registration and check out terminals for guests. These terminals do not eliminate front desk agents, but can free them to attend to other hotel duties – which can enhance guest service.

H. Front Office Computer Application

Property Management System (PMS) contains a set of computer software packages capable of supporting a variety of activities in front and back office areas.

Four Most Common Front Office Software Packages:

Reservations management

Rooms Management

Guest Accounting Management

General Management

Reservations Management Software

A computer-based reservations package that enables a hotel to rapidly process room requests and generate timely and accurate rooms, revenue, and forecasting reports.

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Rooms Management Software

Rooms Management Software maintains current information on the status of rooms, provides information on room rates, assists in room assignment during registration, and helps front office personnel coordinate guest services.

Rooms Management Software can also be used to provide rapid access to room availability data during the reservation process.

Guest Account Management Software

Guest Accounting Management Software increases the hotel’s control over guest accounts and significantly modifies the traditional night audit routine.

Guest accounts are maintained electronically, thereby eliminating the much of the need for folio cards, folio trays, and account posting machines.

General Management Software

General Management Applications tend to be report-generating packages, which depend on data collected through reservations management, rooms management, and guest accounting management programs.

The General Management Module serves as the central link between front and back office computer system.

I. Statistics and Reports

Importance of Reports

Throughout each shift, front office personnel are required to keep statistics about arriving and departing guests, room occupancy, and charges owed to the hotel.

Reports prepared from these statistics keep management informed about the current status of the hotel and enable accurate forecasts of future availability.

Other reports prepared by other departments are routinely routed to the front desk to keep the staff informed of current room status, charges owed by guests, and so forth.

The Front Desk Log

Most front desk staff maintains a log in which routine information. As well as noteworthy events may be recorded for the benefit of the next shift. The purpose of the log is to maintain continuity between shifts and to communicate useful information.

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The following are some of the entries made for the front desk log:

Reservations received during the shift Check-ins and check-outs Early arrivals and departures Overstays and under stays Scheduled arrivals and departures Guest problems or complaints

The log may also be used to record accounting information, such as the total amount of guest account balances at the end of the shift, and the total amount of guest payments received during the shift.

Monitoring Room Status

One of the front office’s most important responsibilities is monitoring room status. The room rack should reflect the current status of every room at any given time. When a room is unoccupied and available for sale, a tag or label should be visible in the slot, indicating the room type, location, and bedding.

When a room is occupied or assigned in advance, a rack slip is inserted in the room slot, accompanied by the reservation data or guest folio. When a room is vacant, but is not yet available to occupy, a room status tag is inserted in the rack slot. The room status contains a code or description indicating the current condition of the room.

Room Status Codes:

VR – Vacant and Ready HL –Heavy LuggageVC – Vacant and Cleaned LL – Light LuggageVD – Vacant and Dirty NL – No LuggageOR – Occupied and Ready DL –Double LockOC – Occupied and Clean CL – Chain LockOD – Occupied and Dirty HU – House UseCO – Check-out NCI – Newly Checked-InOOO – Out of Order NS – No ShowDND – Do Not Disturb SO – Slept Out V/ O or O/ V – Status unclear BLO – Blocked LO – lock Out V - VacantDO – Due Out VCI – Vacant, Cleaned and Inspected

Monitoring Account Balances Daily room charge, tax and auxiliary charges, such as restaurant or gift shop

purchases, are posted to the guest account as they incurred. Any advance payments or deposits made by the guest are subtracted from the total charges to determine the balance.

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A high balance report is used to monitor guest accounts that exceed the guest’s credit allowance. The credit allowance is the maximum amount that has been authorized by the credit card company. If the allowance is exceeded, authorization for an additional amount must be obtained. If the guest paid in advance the allowance is the amount of the deposit or prepayment.

A house limit is a set credit limit established by the hotel, in lieu of a deposit or credit card.

The account balance is the current total of all charges incurred by the guest but for which payment has not yet been received. The high balance report shows which guests, if any, have insufficient credit to pay for all of their room charges.

When a guest accounts appears on the high balance report, the following procedures are taken:

• For credit card payments, the credit card company should be contacted to obtain authorization for an additional amount. The additional amount should take into consideration the excess charges, as well as any room charges that might be incurred before the stay is concluded;

• For cash payments, the front office manager should contact the guest to request an additional deposit. A note may be placed under the guest’s room door, or the client may be contacted directly by telephone

Monitoring Availability:

Room Availability is the actual or projected number of rooms not yet occupied or reserved on a given date.

A room availability report is an estimate based on information about past reservations and occupancy.

The following information is required to prepare an accurate room availability report:

1. Room inventory – the total number of rooms that could theoretically be sold on a given date. The inventory does not include rooms that are out of order.

2. Previous night’s occupancy – the total number of rooms that were occupied by guests on the previous night.

3. Departures – guests who are scheduled to check out on the current date.4. Stayovers – guests who occupied a room on the previous night and intends to

remain on the current night. 5. Cancellations – The average cancellation rate of a typical hotel is about 2

percent of reservations.

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6. No-shows – besides cancellations a small percentage of people who make reservations never check in. The average no-show rate is about 5 percent of reservations.

7. Early arrivals – there is also a possibility that a guest will check in prior to the estimated arrival date.

Rooms Statistics:

One of the functions of the Front Office is to provide room statistics of the hotel and other competitive hotels for purposes of gauging the soundness of operations and to serve as a basis for future management decisions relating to marketing trust and for other related hotel operations.

Some forms of statistics:

Occupancy percentage = Total rooms sold Total rooms available

Average room rate = Total revenue Total rooms sold

Forecasting Room Availability:

Rooms availability forecasts are used to help manage the reservation process and to guide front office staff in effective room sales on nights when a full house (100% occupancy) is possible.

A room availability forecast can also be used as occupancy forecast. Since there are a fixed number of rooms in the hotel, forecasting the number of rooms available for sales also forecasts the number of rooms expected to be occupied on a given date.

Room availability forecasts can be useful to the front office manager attempting to schedule the necessary number of employees for an expected volume of business.

Forecasting is a difficult skill to develop. The skill is acquired through experience, effective records keeping and accurate counting methods.

The following types of information will be helpful in room availability forecasting:

A through knowledge of the hotel and the surrounding area; Profiles of the markets the property serves; The occupancy history of the hotel for the past several months, and for the

corresponding period of the previous year; Knowledge of reservation trends, such as the history of lead-time for reservation

received;

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A listing of events scheduled in the area at a time during the forecasted period; Profiles of specific groups blocked for the dates in question; The number of non-guaranteed and guaranteed reservations booked for specific

dates, and the typical number of no-shows and last minute cancellations; The percentage of rooms reserved to date and the cut-off date for any room

blocks held for the dates in question; The existence of city-wide or multi-hotel groups and their potential impact on the

dates in question (overrun facility support); Plans for remodeling or renovating the hotel, which would change the number of

available rooms; Remodeling or renovating plans for competitive hotels in the area, and /or

information on the opening of new hotels in the area.

The process of forecasting room availability generally relies on historical occupancy data.

To facilitate, the following daily occupancy data should be recorded:

The number of arrivals; The number of walk-ins The number of stay-over (rooms occupied on previous nights that will remain

occupied for the night in question); The number of no-shows; The number of under-stays (check-outs before originally expected departure

date); The number of checkouts.

Percentage of No-Shows:

The percentage of no-shows indicates the proportion of guests with reservations who failed to register on their arrival date. This ratio helps the front office manager decide when to sell rooms to early walk-ins.

It also indicates a potential “ball out” factor for those nights when the hotel has mistakenly overbooked. Hotels with high no-show ratios will have significantly more difficulty in accurately forecasting available rooms.

The percentage of no-shows is calculated by dividing the number of no-shows for a specific period of time (day, week, month, or year) by the total number of reservations for the same period.

Percentage of no-shows = Number of no-shows Number of reservations

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Percentage of Walk-Ins:

The percentage of walk-ins is calculated by dividing the number of walk-ins for a specific period of time by the total number of arrivals for the same period.

Percentage of walk – ins = Number of walk-ins Total number of arrivals

The higher the percentage of walk-ins, the more difficulty a hotel may have in accurately forecasting room availability.

Walk-ins help fill rooms, which are not reserved in advance. Often, properties can sell rooms to walk-in guests at a different rate since these guests have had less opportunity to “shop around” at other properties.

Percentage of overstays:

Overstays represent rooms occupied by guests who continue their stays beyond their originally scheduled departure dates. Overstays may have arrived with guaranteed or non-guaranteed reservations, or as walk-ins.

Overstays should not be confused with stayovers. Stayovers are guests who arrived to occupy a room before a given day and whose scheduled departure dates are after that day.

The percentage of overstays is calculated by dividing the number of overstays for a specific period of time by the total number of check-outs for the same period. The higher the percentage of overstays, the more difficulty a hotel may experience in forecasting room availability.

Percentage of overstays = Number of overstays Total number of check-outs

To help control overstays, many hotels ask guests to verify their departure date when they heck in. Such verification can be critical – especially when the hotel is full and no overstays can be allowed. Overstays may also cause problems when rooms have been blocked for incoming guests. This is especially important for suites of other rooms that may have special value to the incoming guests.

Percentage of under stays:

Under stays represent rooms occupied by guests who check out before their scheduled departure dates. Under stays may have arrived at a property with guaranteed or non-guaranteed reservations, or as walk-ins.

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The percentage of under stays is calculated by dividing the number of under stays for a specific period of time by the total number of check-outs for the same period. The higher the percentage of under stays, the more difficulty a hotel my experience in accurate forecasting.

Percentage of under stays = Number of under stays Total number of check-outs

Forecast Formula:

Once relevant occupancy statistics have been gathered, the number of rooms available for sale on any given date can be determined by the following formula:

Total number of guestrooms- Number of out-of-order guestrooms- Number of stayovers- Number of reservations+ Number of reservations x Percentage of no-shows+ Number of under stays- Number of overstays= Rooms available for sale

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III. PRE-ARRIVAL STAGE: RESERVATIONS PROCEDURES

A. Pre-Arrival The guest chooses a hotel during the pre-arrival stage of the guest cycle. The guest’s choice can be affected by many factors:

• Previous experiences with the hotel; • Advertisements; • Recommendations from travel agents, friends, or business associates; • The hotel’s location or reputation and preconceptions based upon the hotel’s

name or chain affiliation; • Ease of making reservations;• How the reservations agent describes the hotel and its facilities, room rates,

amenities;• The attitude, efficiency, and knowledge of the front office staff may influence a

caller’s decision to stay a particular hotel.

B. Reservations

An agreement between the hotel and a guest that the hotel will hold a specific type of room for a particular date and length of stay.

The most important outcome of the reservations process is having a guestroom ready and waiting when the guest arrives. If a reservation can be accepted as requested, the reservation agent creates a reservation record. The creation of a reservation record initiates the hotel guest cycle. This enables the hotel to personalize guest service and appropriately schedule needed staff and facilities. By confirming reservation, the hotel verifies a guest’s room request and personal information, and assures the guests that his or her needs will be addressed.

Based on information collected during the reservations process, a hotel may also be able to perform pre-registration. Such activities include assigning a specific room and rate for guests who have not yet arrived, and creating guest folios. A guest folio is a record of the charges incurred and credits acquired by the guest during occupancy.

A reservation agent must be able to respond quickly and accurately to requests for future accommodation. The proper handling of reservation information can be critical to the success of a lodging property. Efficient procedures will also open up more time for the reservation agent to attend to detail and to market hotel services.

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An effective reservation system helps maximize room sales by accurately monitoring room availabilities and forecasting rooms’ revenue.

C. Activities associated with the reservation process includes:

Conducting the reservation inquiry; Determining room and rate availability; Creating the reservation record; Confirming the reservation record; Maintaining the reservation record; Producing reservation reports.

D. Types of Reservations:

Guaranteed Reservations Non- Guaranteed Reservations

Guaranteed Reservations

A guaranteed reservation assures that the hotel will hold a room for the guest until check-out time of the day following the guest’s scheduled arrival date.

The guest, in turn, guarantees to pay for the room – even if it is not used – unless the reservation is canceled according to the hotel’s cancellation procedures.

Types of Guaranteed Reservations:

Prepayment Guaranteed Credit Card Guaranteed Advance Deposit Guaranteed Travel Agent Guaranteed Corporate Guaranteed

Prepayment Guaranteed Reservation

A prepayment guaranteed reservation requires a payment in full before the day of arrival. From the perspective of the front office, this is generally the most desirable form of guaranteed reservation.

Credit Card Guaranteed Reservation

Major credit card companies have developed systems to insure that participating lodging properties receive payment for no-shows through credit card guaranteed. Unless a credit card guaranteed reservation is properly canceled before a stated cancellation

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hour, the lodging property will charge the guest’s credit card account; the card company will then bill the card holder.

Credit card guaranteed reservations are the most common for of guaranteed reservations and are customary in commercial hotels.

Advance Deposit Guaranteed Reservation

An advance guaranteed reservation (or partial prepayment) requires the guest to pay the hotel a specified amount of money before arrival. The deposit is typically large enough to cover one night’s lodging plus associated taxes.

The pre-arrival amount may be larger if the reservation is for a longer stay. If a guest holding an advance deposit reservation fails to register or cancel, the hotel may retain the deposit and cancel the reservation for the guest’s entire stay.

This type of guaranteed reservation is common at destination resorts and convention center hotels.

Travel Agent Guaranteed Reservation

Travel agent guaranteed reservations were quite popular before the 1980s. This type of reservation is becoming less common since both travel agents and hotel prefer credit card or deposit guarantees when possible. Under this guarantee method, the travel agent guarantees a client’s reservation. In case of a no-show, the hotel generally bills the travel agency for payment.

Corporate Guaranteed Reservation

A corporation may sign a contractual agreement with the hotel which states that the corporation will accept financial responsibility for any no-show business travelers it sponsors. Corporate contracts are often popular in downtown or business center hotels with large transient markets.

Non – Guaranteed Reservations

In the case of a non – guaranteed reservation, the hotel agrees to hold a room for the guest until a stated reservation cancellation hour – usually 6:00 p.m. – on the day of arrival. This type of reservation does not guarantee that the property will receive payment for no-shows.

If the guest does not arrive by the cancellation hour, the hotel is free to release the room, meaning that it can add the room to the list of other rooms available for sale. If the guest arrives after the cancellation hour, the hotel will accommodate the guest if a room is available.

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E. Sources of Reservations:

Central Reservation System Inter sell Agencies Property Direct

Central Reservation Systems

A central reservation office typically deals directly with the public by means of a toll-free telephone number. Most large hotel chains actually support two or more reservation centers, with calls being directed to the center nearest the caller.

Reservation centers often operate around the clock. At peak times, centers may have as many as several hundred agents on duty at the same time.

Two types of Central Reservation Systems:

Affiliate Reservation Network Non – Affiliate Reservation Network

Affiliate Reservation Network

An affiliate reservation network is a hotel chains reservation system in which all participating properties are contractually related. Chain hotels link their reservations operations to streamline the processing of reservations and reduce overall system cost.

Another intended outcome is that one chain property will attract business for or send business to another chain property in times of overflow.

Non – Affiliate Reservation Network

A non – affiliate reservation network is a subscription system designed to connect independent or non-chain properties. Non-affiliate reservation network enable independent hotel operators to enjoy many of the same benefits as chain-affiliated operators. Like an affiliate reservation network, a non-affiliate network usually assumes responsibility for advertising its service.

Inter sell Agency

An inter sell agency is a central reservation system that contracts to handle more than one product line. Inter sell agencies typically handle reservation services for airline companies, car rental companies, and hotel properties – a “one call does it all” approach.

Although inter sell agencies typically channel their room reservation requests to a central reservation system, they may also communicate directly with hotels.

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Property Direct

Hotels handle their own reservation transactions directly. Depending on the volume of direct customer contact, a hotel may have a reservations department aside from the front desk. A reservations department handles all direct requests for accommodations, monitors any communication links with central reservation systems and inter sell agencies, and maintains updated room availability status reports.

Types of Property Direct:

Telephone Mail Telegram / Cables Fax simile and/or Tele-fax E-mail In Person

F. Group Reservations

Group reservations can involve a variety of contacts: the guests, meeting planners, housing or convention bureaus, tour operators, and travel agents. Usually, when a group selects a hotel, its representative deals with the hotel’s sales or reservations department.

If sufficient accommodations are available, an agreed-upon number of guestrooms, called a block, are set aside for the group’s members. Group members may be given a special reservation identification code or reservation card with which to reserve rooms within the group’s assigned block.

Rooms reserved for specific guests are referred to as booked. As group members reserve rooms, the room statuses changes from blocked to book.

G. The Reservation Record

Reservation records identify guests and their occupancy needs before the guests actually arrive. These records enable the hotel to personalize guest service and accurately schedule staff. Reservation records also contain data that personnel can use to generate several important management reports. Reservations agents create reservation records based on interactions with guests.

These records initiate the guest cycle. However, reservations agents create these reports only after determining that a request for a reservation can be met.

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To create a reservation record, the reservation agent collects and enters such guest data as:

Guest name (and group name, if applicable) Home or billing address Telephone number, including area code Name, address, and telephone number of the guest’s company, if appropriate. Name of and pertinent information about the person making the reservation, if not

the guest Number of people in the party, and perhaps the ages of ay children Expected date and time of arrival Number of nights required Expected departure date Reservation type (guaranteed or non-guaranteed) Special requirements (infant, handicapped, or no-smoking accommodations) Additional information as needed (method of transportation, late arrival, flight

number, room preference, etc.)

H. Reservation Confirmation

A Reservation Confirmation means that the hotel acknowledges and verified a guest’s room request and personal information by telephoning, mailing or sending a letter of confirmation.

A written confirmation states the intent of both parties and confirms important points of agreement: names, dates, rate, type of accommodation, and number of guests. Guests are often asked to produce a copy of the letter of confirmation at registration. Confirmed reservations may be either guaranteed or non-guaranteed.

Reservation departments normally generate a letter of confirmation on the day the reservation request is received.

Confirmation letters generally include:

Name and address of guest Date and time of arrival Room type and rate Length of stay Number of persons in party Reservations classification: guaranteed or non-guaranteed Reservation confirmation number Special requests

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Depending on the nature of the reservation, a letter of confirmation may also include a request for a deposit or prepayment, or an update of the original reservation detailing reconfirmation, modification, or cancellation.

Confirmation/ Cancellation Numbers

A confirmation number assures the guest that a reservation record exists. It can be especially useful to the hotel in referencing the appropriate reservation record for modification or cancellation, if needed.

Similarly, hotels may issue a reservation cancellation number to guests properly canceling a reservation. Issuing a cancellation number protects both the guest and the hotel. In the event of any future misunderstanding, the assignment of a reservation cancellation number can prove that the hotel received the cancellation.

In the case of a cancelled guaranteed reservation, a reservation cancellation number may relieve the guest of paying any charges posted against the guarantee. Each hotel’s reservation system typically uses unique methods of generating cancellation and confirmation numbers.

These numbers can include portions of the guest’s arrival date, the reservations agent’s initials, a property code, and other relevant information.

Example: Cancellation Number: 36014MR563

360 – guest’s scheduled date of arrival (from consecutively numbered days of the year)

14 – property code number

MR – initials of the reservations agent issuing the cancellation number

563 – consecutive numbering of all cancellation numbers issued in the current year

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IV. ARRIVAL STAGE: REGISTRATION PROCEDURES

A. Arrival This stage includes the following activities:

a. Registration Function;

b. Rooming Function.

The front desk agent should determine the guest’s reservation status before beginning the registration process. Guests with reservations may have already undergone pre-registration activities. Guests with without reservations – or walk-in guests –present an opportunity for front desk agents to sell guestrooms.

To sell successfully, the front desk agents must be very familiar with the hotel’s room types and guest services, and be able to describe them in a positive way. A guest will not register if he or she is not convinced of the value of renting a particular hotel room.

B. Registration

Begins when the front desk agent extends a sincere welcome to the guest. The procedure by which an incoming guest signifies his or her intent to stay at a property by completing and signing a registration card.

To a great degree, registration relies on the information contained in a reservation record.

C. Specific Functions of Arrival Stage:

• Assigning of rooms and registration of arriving guest according to established procedures.

• Handling of guest room keys, mails, cables, parcels, messages, etc.• Serving as a communications center for the guest while he is registered. In the

hotel, providing the needed information not only about hotel facilities and services but points of interest like post office, flight schedules, areas, of entertainment, tourist spots, etc.

• Control and update of Room Status Rack• Preparation and maintenance of reports or records pertinent to the guest stay

in the hotel• Submission of Night Sales Report indicating the number of rooms sold, vacant

rooms, average rate, total revenue, occupancy rate, etc.

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• Coordination with other departments in the performance of its function especially with the Housekeeping and Accounting Section. A very close coordination and communication between Front Office and other operating units of the hotel is called for to endure efficient service

D. Steps in the Registration Process:

• Pre-registration activity

• Creating the registration record

• Assigning the room and rate

• Establishing the method of payment

• Issuing the room key

• Fulfilling special requests

E. Pre-Registration Activity

A registration record completed either as part of pre-registration activity or check-in, is essential to efficient front office operation. Pre-registration activities – or registration activities that occur before the guest arrives at the property- help accelerate the registration process at the front desk. Guest can be pre-registered when reservation agents obtain information about the guest during the reservation process.

Typically, pre-registered guests only need to verify information already entered onto a registration card, and provide a valid signature in the appropriate place on the card.

Pre-registration normally involves more than producing a registration card. Room and rate assignment, creation of guest folio and other functions may also be part of pre-registration.

F. Creating the Registration Record

After the guest arrives, the front desk agent creates the registration record, a collection of important guest information. For pre-registered guests, the registration process may involve confirming information collected during the reservation process.

Registration card facilitate the registration process in no-automated hotels. In automated properties, guests are still sometimes asked to sign a pre-printed registration card for legal purposes.

A registration record should include information about the guest’s intended method of payment, the planned length of stay, and any special guest needs such as a roll-away bed, a child’s crib, or preferred room location. It should also include the guest’s billing address, telephone number, and his or her signature.

Obtaining the guest’s signature is a very important part of the registration process.

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Gathering all these details at registration, enhances the front office’s ability to meet special guest needs, forecast room occupancies, and settle guest accounts properly. At check-out, the hotel guest’s registration card may also become the primary source for creating guest history record.

A guest history record is a record of personal and financial information about a hotel guest, which can help the hotel in its marketing and sales efforts, and can be helpful in registering and serving the guest if he or she returns.

G. Assigning the Room and Rate

Room assignment involves identifying and allocating an available room in a specific room category to a guest. When the guest request is ambiguous-or when a room is unavailable in the guest’s preferred category-the front desk may conduct a survey of all room categories to identify an acceptable available room.

Based on reservation information, specific rooms and rates may be assigned before the guest arrives. Pre-assigning of a specific room depends on the room’s forecasted availability status and how appropriately the room meets the guest’s needs. Room assignments are finalized during the registration process.

The front desk agent uses registration information to assign a room and possibly a room rate for each guest. Room and rate assignment also depends on reservation information and an effective room status system which communicates room status and rate availability to front desk agents.

When assigning guestrooms, the front desk agent must also be aware of guestroom characteristics in each room category. Once the guest decides to rent a room, the front desk agent turns his or her attention to identifying the guest’s method of payment.

H. Room Types and Rates

The primary means by which a hotel makes money is through the sales of room space. In the hotel industry, not all rooms are created equal. Room sizes, locations, types and rates vary significantly not only from one property to another, but often within the same hotel, as well.

Real estate and construction costs are the basic factors that determine room rates. In addition, the level of luxury, the type of bedding, and number of guests also influence the daily rate that is charged to the public.

Numerous terms, codes and descriptions have been created by various hotels throughout the world to represent room types and rates to the public. As a result, the potential for confusion is great.

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I. Rate Categories:

A typical lodging establishment has four categories:

• Rack Rates• Group and Tour Rates• Special and Promotional Rates• Package Rates

Rack Rates

The hotel’s rack rates are the establishment’s normal room rates. The rack rate is based on the room category, type of bedding, and occupancy.

Unless otherwise specified, guests requesting rate or reservation information are quoted the hotel’s rack rate, and charged this rate for the duration of the stay.

Group and Tour Rates

A group rate is a discounted rate for organization that has booked a large block of rooms or has received a volume discount in anticipation of a large number of bookings. Except for properties that have exceptionally high occupancy rates, a hotel’s group rates are usually, but not always lower than the hotel’s rack rates.

A group rate is extended to a trade association or fraternal organizational that has scheduled a meeting, seminar, or conference at the hotel.

Discounts may also be offered to a tour operator, in return for a commitment to purchase a minimum number of rooms over a set period of time.

Special and Promotional Rates

Many hotels offer a guaranteed discount called a special or promotional rate. Such rates are offered to corporate travelers, traveling sales representatives, military personnel, airline personnel, or other repeat clients.

Special rates may also be offered in conjunction with an advertising campaign or promotion to encourage guests to stay in the hotel during slack periods.

Package Rates

Package rates are set rates that are offered to the public in conjunction with other services, such as a banquet or ball, the use of recreational facilities, or access to a special event.

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J. Rate Factors:

The hotel’s rates are based on such factors as real estate and construction costs, competition, and the amount of revenue required to produce a profit. In addition, room rates have two components:

• Room categories, including room occupancy;• Bedding types

K. Room Categories:

The traditional room categories include the ff:

• Deluxe, or maximum rate A• Superior, or moderate rate B• Standard, or minimum rate C• Economy, or promotional rate P• Suite SU• Single occupancy S• Double occupancy D

Deluxe Room

The deluxe room generally represents the maximum rate charged by the hotel for a regular-size sleeping room.

This type of room generally offers the best available location in the hotel, with the best view and highest level of comfort, furnishings, and décor.

Superior Room

The superior room represents the moderate or medium rate charge by the hotel. This type of room is usually located on the ground floor with an acceptable view.

Standard Room

The standard room represents the hotel’s minimum rate for regular-size sleeping rooms. The bedding consists of one or two double beds.

Economy Room

A hotel may offer an economy room, priced below the normal minimum rate. This type of room might be reserved for overflow situations, discounted rates, or special promotions.

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Rooms offered at this rate might have certain drawbacks, such as undersized or twin bedding, an unusual small floor plan, or an undesirable location.

Suite Room

Suite accommodation normally consists of two or more rooms, typically a parlor and sleeping room. A suite may have more than one bedroom, or extra rooms such as a kitchen or conference room. Traditional amenities provided with a suite include a stocked bar and refrigerator.

Bedding Types:

Besides room category, the rack may be based also on type of bedding in the room. Bedding commonly falls into five types:

• King Bed K• Queen Bed Q• Double Bed D• Twin Bed T• Single Bed S

King Bed

A king bed is normally the largest size bedding available (78” x 78”) and is approximately the same size as two twin beds viewed side by side.

One or two king beds are commonly provided in a deluxe room (A) or suite room (SU).

Queen Bed

Queen beds are from 10 to 25 percent smaller than king beds, but 25 percent larger than standard double beds.

Queen bed may be found in a room of any rate category; some hotels do not distinguish between queen beds and double beds.

Double Bed

The standard double bed is 25 percent smaller than a queen bed. One or two double beds may be provided in any room category.

In today’s bedding market, the double bed is considered more suitable for one adult than for two.

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Twin Bed

The standard twin bed is about one half the size of a standard king bed. As a rule a room with twin bed, or one bed of any size, offered only for single occupancy.

Single Bed

The term single bed may refer to a room with one twin bed, or one bed of any size, offered only for single occupancy.

L. Room Rate Codes:

Room rates are often identified by a code denoting the room category number of beds and bedding type.

Sample Room Rate Codes:

A1Q A Deluxe room (A) with one Queen Bed.B2D A Superior room (B) with two Double BedsB1Q A Superior room (B) with one Queen BedC2T A Standard room (C) with two Twin BedsSU2K A Suite room (SU) with 2 King BedsP1S An Economy room (P) with one Single BedGRP Group RateTUR Tour RateCOR Corporate RateMIL Military RateAGT Travel Agent or Airline Personnel Rate

M. Group Rate:

Group rates are often, but not necessarily, lower than the hotel’s regular rack rates. A group rate may be either an occupancy rate (based on the number of persons staying in the room) or a flat rate (without regard to the number of persons).

Group rates fall into one or both of the following classifications:

• Group and Tour Discounts

• Guaranteed Availability

Group and Tour Discounts

In return for a commitment to purchase a certain volume of rooms, the group normally receives a discount.

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Guaranteed Availability

If the hotel normally has a high level of occupancy, the group rate may simply offer guaranteed availability of a predetermined number of rooms, without offering a discount.

N. Special Rates:

Most hotels offer special discounted rates to “repeat” clients or industry associates, such as:

• Corporate Rate• Government Rate• Military Rate• Agent Rate• Salesperson Rate• Local Business Rate• Day Rate• Package Rate• Weekend Rates• Promotional Rates

O. Miscellaneous Rate Policies:

Family Plan Run of the house Connecting Rooms

Family Plan

Many hotels offer a family plan in which children under a specified age may stay free of charge in the same room with their parent (s), using the bedding provided. The room charge is the same as the rate for the parents only, that is, for either one or two adults.

If additional bedding is required, a charge may apply for an extra roll-away bed. If two rooms are required, the single occupancy rate for each room will be charged.

Run of the house

The run of the house refers to the best rooms available at the time of check-in, when the hotel does not have, or in some instances, cannot, guarantee a particular room type, location, or bedding.

The hotel may extend a specified rate for any available room, or may simply guarantee the best room available at the going rate.

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Connecting Rooms

Adjoining rooms with connecting doors, called connecting rooms, are generally available at a slightly higher rate than separate rooms without connecting doors or in different locations in the hotel.

P. Meal Plan:

Besides room category, bedding type, and rate class, the room rate is also affected by the type of meal plan.

Meal plans traditionally fall into five categories:

• European Plan EP• Full American Plan FAP• Modified American Plan MAP• Continental Plan CP• Bed and Breakfast Plan BB

European Plan

Under the European Plan, guest must purchase all their meals, which are not included in the daily room rate.

American Plan

Two variations of the American Plan:

• Full American Plan FAP• Modified American Plan MAP

Full American Plan

Under the Full American Plan, three daily meals are included in the daily room rate. Alcoholic beverages are not included and must be purchased separately by guests.

Modified American Plan

The Modified American Plan includes two daily meals (normally continental-style breakfast and dinner) in the room rate. A continental breakfast normally consists of pastry, fruit, and coffee or tea. Alcoholic beverages are not included in the rate

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Continental Plan

The Continental Plan includes continental-style breakfast in the daily room rate.

Bed and Breakfast Plan

Under the Bed and Breakfast Plan, a full breakfast is included in the daily room rate.

Q. Room Location:

The rate categories for deluxe, superior and standard rooms take into consideration the desirability of the location within the property.

The following categories are used commonly to designate a specific room location or client preference:

Poolside PS Beachfront BF Ocean View OV Mountain View MV Garden View GV Ground Level GL

Poolside

A poolside accommodation is a room facing or directly contiguous to the swimming pool, usually on the ground level. Rooms overlooking the pool area but not on the same levels do not belong to this category. Technically, a poolside room offers direct access from the entrance of the room to the pool area.

Beachfront

A beachfront accommodation is a room facing or directly contiguous to the beach. Rooms with a beach view located on an upper level are considered ocean view, rather than beachfront. A beachfront room should offer direct access to, as well as a view of the beach.

Ocean View

An ocean view accommodation is a room facing the ocean, fully or partially, on any level. Some hotels offer different rates for partial ocean view and full ocean views. In addition, a higher rate is often commanded for a room opening onto the ground level.

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Mountain View

A mountain view accommodation is a room with a full or partial view of attractive mountain scenery, particularly an unusual formation landmark or ski run.

Garden View

A garden view accommodation is a room with a full or partial view of the hotel grounds or a private or shared garden area. At a luxury hotel or resort, this classification often designates the accommodation in the lowest rate category.

Ground Level

A ground level accommodation is a room on the ground floor. This classification is commonly requested by elderly or handicapped clients who have difficulty ascending or descending stairs.

R. Methods of Payment

Whether the guest pays by cash, credit card, or other method, the hotel should take precautionary measures to ensure payment.

The registration process plays an important role in front office guest accounting since this is the time the hotel personnel gather information on how the guest plans to pay.

Common methods of room rate payment:- Cash- Personal Check- Credit Card- Direct Billing- Special Programs

S. Issuing the Room Key

By issuing the room key, the front desk agent completes the registration process. In some hotels, a newly registered guest is simply handed a map of the hotel and a guestroom key. For the security of both the guest and the property, room keys must be very carefully controlled.

For security reasons, the front desk agent should never announced the room number when handling the key to guest. The front desk agent can, however, draw the guest’s attention to the room number on the key.

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If the hotel provides bell service, the front desk agent should ask whether the guest would like assistance from a bell person. If so, the front desk agent should introduce the bell person to the guest, hand the bell person the guest’s room key, and ask him or her to show the guest to the room

On the way to the room, the bell person might explain the special features of the hotel and such things as restaurant locations, retail outlets’ hours of operation, locations of ice and vending machines, and other appropriate information.

Once inside the guestroom, the bell person can explain the features of the room and should make the guest comfortable, answer any questions, the bell person should listen attentively and promise to bring the matter to the attention of the front desk for immediate action.

T. Fulfilling Special Requests

Part of registration is making sure that any special requests made by guests are acknowledged and dealt with. Many of the details surrounding special requests can be arranged during pre-registration, it is important to follow up on each request.

Guests are quickly disappointed if they arrive at their room and find that the hotel did not acknowledge their requests.

Front desk agents should mention the special requests at check-in to be sure that the hotel has provided what the guest wants and needs. In this way, guests are assured that their requests are met.

U. Check-in Procedures

• As the guest approaches, welcome and greet him/her. Be prepared with the pen and the registration card for him to fill up.

• Ask the guest’s name if not known to you. Check his name at the daily arrival list. If you find the name of the guest in the list, it means he has a confirmed or guaranteed reservations. If not in the list he is considered a walk-in guest without reservation.

• If walk-in guest, never ask the guest: “Do you have a reservation?” as this sounds offensive and gives the guest an impression that only those with reservations are favored. By simply looking at the arrival list, you will be able to know the booking status of the guest.

• Ask the guest to fill up the registration form, find out his preferred room and then verify if such type of room is available. If available, assign it to the guest. If not, suggest type of room, maybe with lower or higher rates.

• Get the completed registration form from the guest. Check if it is duly signed and that all needed information are entered on the form particularly the complete name, address, contact number, passport number (if foreigner),

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duration of stay, etc. This information is already available in the reservation form if there is an advance reservation.

• Time stamp the registration card at the back. Clip the registration card if he has a reservation. Then proceed to the assigning of room for the guest. In this case, it is very important that the status of the assigned room is verified before it is assigned to guest.

• Endorse the registration form to the Front Office cashier for bill settlement (except when the desk clerk also functions as cashier).

• If the guest is booking under a guaranteed company account, check if the letter of authorization from the company is already forwarded to the hotel. If not, politely ask the guest if he has the document.

• It is important for the desk/ reservation clerk to immediately follow up with the company the authorization letter.

• Once the bill is settled or guaranteed, prepare the Guest ID and give it to the guest

• Call the bell service to accompany the guest to his room. Mention guest name and give rooming instructions.

• Wish the guest a pleasant stay.• Prepare a guest account folio. This is a document where all records and

accounts of guests are entered. It is placed inside an envelope or folder. Place this folio on the guest’s key/ room rack.

• Enter guests’ name and other details on the computer (if one is used) or on the guest’s list. This information will be accessed by the Telephone exchange, the housekeeping department and the food outlets for reference.

• Update the room status indicator/ rack. If a computerized room status is used, adjust the computer entry. If a manual coding is used, (sometimes status is indicated by a color code), change the code.

• If the hotel is fully booked, assist the guest in getting accommodation elsewhere.

V. Group Check-in

• The Sr. Desk Clerk shall check all the group arrivals to the next duty.

• Prepare blocking slips, (preferably color coded) using one color for a particular group indicating:

– Name of group– Arrival date– Departure date

• Make room blockings and room assignments.

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• Accomplish the group allocation form in triplicate copes with the original attached to the group movement sheet, and the duplicate goes to Housekeeping department. This form will have the following information:

– Group name– Arrival and Departure

• The group movement sheet contains all the information about the group requiring meals and the outlet or function room where meals will be taken.

• On the day of check in, the key envelopes are prepared. The Group Movement Sheet together with the room allocation will be bundled together with the key envelope.

• Upon arrival of the group in the hotel, the group members are escorted by a desk clerk to the function room for briefing. Key envelopes are distributed to the group members. Then the desk clerk clarifies with the tour escort/ guide important details such as:

– Time of morning call (if required)– Requirement for a special meal and the time of meals– Confirmation of manner of payment– Time of departure from the hotel

• All these information are entered on the Group Movement Sheet. The tour escort is advised of the function room assignments for the meal.

• The Group Rooming List which contains all the complete names of the group members is required from the escort. In this list, the desk clerk writes the specific room assignments. This list is then attached to the Group Movement Sheet with the following information.

• The Group Movement Sheet is prepared in 5 copies distributed to:– Front Office Cashier– Telephone Exchange– Front Desk Information– Bell Service– Housekeeping

Registration is complete once a method of payment and the guest’s departure date has been established. The guest may be given a room key and a map of the property and allowed to proceed to the room without assistance – or a uniformed service person may show the guest to the room.

When the guest arrives at the room and accepts it, the occupancy stage of the guest cycle begins.

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W. Selling the Guestroom

Part of the front desk agent’s job is to create consumer acceptance of the hotel’s products: guestrooms, facilities and services. Front desk agents can take several approaches to selling guests on the value of staying at the hotel.

The hotel registration process must move through certain stages to ensure quick and careful registration. But within these steps, front office staff frequently have the ability to develop an individual sales presentation.

Properly trained front office staff can substantially improve room revenue. Front office sales techniques can become indispensable marketing tools – especially the technique of up selling.

Up selling refers to the efforts of reservations agents and front desk agents to convince guests to rent rooms in categories above standard accommodations. Hotels normally have several rate categories based on such factors as décor, size, location, view, and furnishings. Sometimes the rack rate difference between two guestrooms is substantial.

To up sell, front office and reservations staff must be trained to be more than simply order-takers – they must be trained to be professional salespeople.

These personnel must see that they can up sell rooms in much the same way that a food server can sell an extra food item such as appetizer or dessert. Front office staff should learn effective techniques for suggesting room options to guests. This involves knowing how and when to ask for a sale in a non-pressured way – and how to direct the sale from the guest’s perspective.

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V. OCCUPANCY STAGE: ONGOING RESPONSIBILITIES

A. Occupancy

The center of front office activity, where the front desk is responsible for coordinating guest services. A major front office objective throughout the guest cycle is to encourage repeat visits. Sound guest relations are essential to this objective. Guest relations depend on clear, constructive communications between the front office, other hotel departments and divisions, and the guest.

Security is another primary front office concern during occupancy.

The guestroom is usually the largest single charge on the guest account. Additional expenses can be charged to a guest’s account if he or she established acceptable credit at the front desk during the arrival stage.

Goods or services purchased from the hotel may also be charged to guest accounts. Front desk accounting records must be periodically reviewed for accuracy and completeness. This need is met through the night audit.

Although the name implies that this process takes place in the evening, this is not necessarily the case. In hotels with computerized front office accounting system, the audit can be conducted at any time during the day. Some computerized properties choose to call the audit the front office audit or update.

B. Communications within the Front Office

Communication does not simply involve memorandums, face-to-face conversions, and messages sent over computer terminals. Effective front office communications also involves the use of log books, information directories, and mail and telephone procedures.

The complexity of front office communication tends to be directly related to the number of guestrooms and the size and extent of the hotel’s public areas and facilities. The larger the hotel, the larger and more complex the communication network will be

Log Book

The front desk may keep a log book so that all front office employees are aware of important events and decisions that occurred during previous work shifts. A typical front office log book is a journal which chronicles unusual events, guest complaints or requests, and other relevant information.

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Front desk agents record notes in the log book during their shift. These notes should be clearly written in a prescribed form so they serve as reference material for the next shift.

Information Directory

Front office personnel must be able to respond in a knowledgeable way when guest contact the front desk for information.

Some properties accumulate such data in a bound guide called information directory. The front office information directory may include simplified maps of the area; taxi and airline company telephone numbers, bank, theater, church, and store locations; and special event schedules.

Mail Handling

Registered guests rely on the front office to deliver mail quickly and efficiently. Hotels time-stamp all guest mails when it arrives at the property. Doing so provides evidence of when the mail was received in case any question arises on how promptly the mail was delivered. The front desk should notify a guest as soon as possible that he or she has received a mail.

C. Guest Relations

In the client’s mind, the character and competence of the entire hotel are reflected in the personality of the front office staff. It is the staff’s responsibility to create a sense of belonging. Clients must be made to feel as if they are part of the family. The front desk staff must convey the impression that it is not there just to sell rooms, but rather to make the guest’s stay at the hotel as enjoyable as possible.

First Impressions

Communication has both verbal and non-verbal aspects. Verbal communication is the most easily understood, and so most people take for granted the non-verbal elements that influence first impressions and understanding.

Personal appearance is the most obvious factor in influencing first impressions. An individual appearance can communicate neatness, organization, pride and self-esteem – or it can convey carelessness, disarray, and a lack of regard for others think.

Eye contact and facial expressions also influence how people are perceived by others.

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Personal Appearance

To some, extent, appearance is a function of sex and age. Regardless of the sex and age of a front desk representative, he or she will encounter certain biases in guests and others.

These types of prejudices can often be overcome through appearance alone. A front desk representative who dresses with authority, wears quality accessories, and maintains a conservative appearance will produce a positive reaction in every client. Individuals who dress well suggest power and status. Careful selection of styles, fabrics, colors, and accessories can make even a limited wardrobe into a powerful guest relations tool. Health and fitness are also important.

Communication

First impressions are only part of creating a positive relationship between hotel and client. No matter how favorably someone responds to strangers, communication and understanding must also take place.

The way that a front desk representative addresses guests creates the impression of respect and concern that the hotel has for its clients. It is important to address clients as they wish to be addressed.

When a client first arrives, the front desk representative should seek to establish a “comfort zone” in which the client feels at ease.

A courteous staff member is a good listener as well as an efficient communicator. Asking questions indicates that the representative is interested in the client. Listening to the answers indicates personal respect and attention to the guest’s needs.

Becoming an Effective Communicator:

• Communicate with clarity

– Use simple language.– Avoid using technical jargon, if it cannot be avoided, define the

technical term used.– Use emphasis with words. Stress should be placed on the words that

you want to emphasize. Such stress can change the meaning of what you say.

– If you are the receiver of the message, seek for confirmation.– Avoid using general terms without elaboration.– Speak with open mouth, pronounce words correctly. Don’t mumble or

slur words.– Be spontaneous. Avoid ah, eh, and prolonged pauses between words.

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– Have eye contact; take note of non-verbal cues to check understanding.

– Check for understanding.– Be conscious and cautious of semantically barriers such as words with

double meaning and general and abstract words.– Use normal conversational tone and modulated volume; not too loud

or not too soft.– Use low pitch voice. It is kinder to the listener’s ear.– Talk at proper pace, not too fast, nor not too slow.

• Communicate with credibility

– Have a commanding presence. Show poise and self confidence by direct eye contact, erect posture, exude with charm-smile, project enthusiasm, no unpleasant mannerisms.

– Have mastery of information about hotel products and services, etc.– Give unbiased opinion.– Be honest.– Don’t exaggerate.– Maintain congruence between verbal and non-verbal gestures.– Say it with feelings.– Justify the critical points you want to stress or support them with facts

so that the receiver will have the impression that you know what you are talking about.

• Communicate with sensitivity

– Avoid using direct language especially inn soliciting information, making orders, instructions, etc.

– Avoid argument.– Avoid word or expressions that will hurt ego.– Be alert in spotting signals for assistance and to respond even without

a request.– Don’t contradict feelings, learn to empathize.– Acknowledge objections or negative statements even if they may

sound petty or unacceptable to you.– Listen more than you talk.– Make it a habit to use polite strokes.

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Dealing with Complaints

No matter how well the employees of the hotel perform their jobs, the front office staff will inevitably have to deal with clients who have complaints. Unfortunately, people who are displeased with a product is more vocal than customers who are satisfied.

Clients communicate their complaints not only to the front desk staff but also to co-workers, business associates, and other guess. The inability to handle complaints effectively can be public relations disaster for a hotel.

A positive attitude makes it easier to deal with guests who have complaints. Problems should be viewed as opportunities rather than causes for panic. By resolving a problem, the staff can earn the client’s short-term respect and long-term business.

Guest problems fall into five categories:

• Space• Time• Knowledge• Value• Ownership

The following guidelines provide helpful suggestions for dealing with clients who have complaints:

• Never be defensive• Define the problem• Validate the client’s feelings• Restate your understanding• Promise to take action• Follow-up

Preventing Complaints

Complaints can often be avoided by properly educating guests about hotel policies and procedures. The most common complaint of hotel guests is related to credit card guarantees. When a guest uses a credit card to guarantee a reservation, an automatic charge id posted if the guest does not check in on time on the specified date, or if he fails to cancel the reservation before the cut-off time.

The reservationists should advise the client about this possibility before taking a credit card number. Proper information can prevent misunderstanding and minimize complaints.

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In severe instances, the hotels may offer to make restitutions, or by offering a better room, refunding part of the guest’s money, or providing a complimentary accommodations or some other service.

What to avoid in handling complaints and concerns:

• Avoid words, expressions, and gestures that will hurt feelings or threaten the person’s self esteem.

• Avoid saying things in bold, straight forward manner, especially when they deal with denial of request.

• Do not embarrass customers.• Do not contradict feelings. Empathize, show that you care. • Don’t argue prove the customer wrong or place the blame on him.• Do not settle your internal difference in view of customers.• Do not lose your temper nor show irritation.• Do not take action or make a response unless you are very clear about what

the customer wants.

Effective Telephone Technique:

• Be prepared• Answer promptly• Use proper identification• Speak directly into the telephone• Relax and be yourself• Ask questions• Listen carefully• Take notes, if necessary• Use reflective phrases• Keep call holds to a minimum• End the call courteously

D. Front Office Security Functions

Providing security in a hotel means protecting people – guests, employees, and others – and assets.

A security program is most effective when all employees participate in the

hotel’s security efforts. Front office personnel play a particularly important role. Front desk agents, door attendants, bell persons, and park attendants have the opportunity to observe all the people who arrive at or depart from the premises.

Suspicious activities or circumstances involving a guest or a visitor can be reported to the hotel’s security department or a designated staff member.

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Securing Guests Against Possible Threats and Losses:

Inside the hotel, guest’s identity, room number, or whereabouts should not be revealed to anyone unless advised to do so by the guest himself as when he is expecting a visitor.

All calls of house guest should be screened. Advise all guests or visitors (especially foreigners) not to entertain people or

transact business with unknown and suspicious persons. If you noticed a suspicious joiner leaving the room of a guest, make it a policy

to check with the guest for possible theft before allowing the joiner to leave the hotel.

Visitors of guests are required to register and to be discretely interrupted by the security guard for proper identification and to find out whom they are going to visit and the purpose of their visit.

Visitors entering guest’s rooms are monitored and their identification and time/ duration of visit is logged down by roving security.

Joiners of guests are not allowed in the room unescorted especially from 10 PM to 6 AM. Make this part of the house rules.

Joiners who are suspects for robbery are held for investigation until cleared of their liability.

Screening of Guest’s Calls:

Greet callers and offer assistance. When a caller asks for guest’s names, don’t give room number. Ask for

caller’s name and tell him that you will check if guest is registered or around. Call the guest in his/her room and ask if the guest is familiar to him or if

he/she is expecting a call from the caller. If guest does not know the caller and the latter appears to be a suspicious

person, don’t transfer the call to the guest. Go back to the caller and make an alibi.

Key Handling and Control

For security reasons, most lodging properties use at least three classification of guestroom keys:

Emergency keys Master keys Guestroom keys

Emergency key opens all guestroom doors; even they are double-locked. Master key opens all guestrooms that are not double-locked. One authorized personnel should have access to master keys. Guestroom key opens a single guestroom if the door is not double-locked.

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There are two types of keys:

Mechanical key Electronic key

Electronic locking system replaces traditional mechanical locks with sophisticated computer-based guestroom access devices. A centralized electronic locking system operates though a master control console at the front desk which is wired to every guestroom door.

At registration, a front desk agent inserts a key or card into the appropriate room slot on the console to transmit its code to the guestroom door lock. Centralized electronic locking systems present an additional opportunity for improved security, it help reduce employee theft. Many of these systems keep track of which keys or cards opened which doors – by date and by time.

Report creation and other system functions should be controlled by operator identification and password security codes. If the hotel staff knows about the system’s capability, employees tempted to steal may think twice since they realize the entry record may incriminate them.

Surveillance and Access Control:

Although open to the public, a hotel is a private property. An innkeeper has the responsibility to monitor and, when appropriate, to control the activities of people on the premises. All employees should be trained to watch for suspicious people and situations.

Most lobbies are set up so the front desk agent can see the property’s entrances, elevators, escalators, and stairways. Mirrors may be placed in strategic locations to aid visibility

In many hotels, someone is stationed at the front desk at all times. In a small property, a front desk agent may be the only staff member on the premises during late night hours. Under such circumstances, some properties limit access to the lobby and reception area, and give the front desk agent the authority to dent admittance.

Successful surveillance techniques typically rely on hotel personnel. Proper equipment, however, can enhance many surveillance functions. Closed circuit television can be an effective surveillance tool in multiple-entry properties.

E. Lost and Found

The operation of a lost and found may be assigned to any of several departments. Nevertheless, most guests will contact the front desk when they attempt to locate missing

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belongings. Clear procedures should be developed for inquiries concerning lost and found items.

All telephone calls about lost and found items should be directed to the department responsible for the lost and found function. Employees responsible for the items should ask the caller to provide a description of the item and to estimate where and when it was lost. The employee should record this information, as well as the guest’s name and address.

When a hotel employee discovers a mislaid article, he or she should immediately bring it to the attention of lost and found personnel. Some properties require employees to complete a form that describes the item, and states where it was found, on what date, and by whom.

Lost and found personnel store the item until it is claimed by the owner or for the length of time designated by law.

F. Emergency Procedures

Hotel management should develop property-specific procedures for responding to emergencies such as fires, floods, earthquakes, and other emergency situations and procedures for medical emergencies and crimes including robbery within the property should also be considered.

The front desk usually serves as the command center in the case of an emergency, summoning on-premise security staff, guests, the local police or all three, as determined by management.

Lodging properties need to be prepared for the possibility of a serious illness, an injury, or even the death of a guest or employee. Front office personnel usually will perform an important communications function in the event of medical emergencies.

Many hotels maintain lists of nearby physicians, dentists, hospitals, ambulance services, and other medical professionals and facilities. These lists are generally kept at the front desk or in the switchboard area.

Robbery:

Front office and revenue center cashiers should comply with a robber’s demands and make no sudden movements or attempts to thwart the crime.

Unexpected actions or a lack of cooperation by hotel personnel might prompt the robber to use a weapon. Cashiers should not do anything to jeopardize their lives or the lives of others. They should remain quiet unless directed to talk, keep hands in sight, and should not attempt to disarm the robber or use a weapon.

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If it can be done without any danger, the cashier and other employees who encounter a criminal should observe the person carefully, noting physical characteristics such as weight, height, build, dress, color and style of hair, color of eyes, facial hair, complexion, scars, tattoos, clothing, and anything unusual. Employees should note the robber’s voice, mannerisms, and the type of weapon he or she is carrying.

Employees should also observe the robber’s direction of escape and the type and license number of any vehicle used. Following the incident, the property should immediately notify the police.

Fire:

The front office is often responsible for monitoring fire alarms and alert systems.

Written plans for possible fire emergencies must include:

Emergency escape procedures and route assignments. Procedures for employees who remain to operate critical hotel operations

before they evacuate. Procedures to account for all employees after evacuation. Rescue and first aid duties for those employees who perform them. The preferred means of reporting fire and other emergencies. Names or regular job titles of persons who can be contacted for further

information or explanation of duties under the plan.

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VI. DEPARTURE STAGE: CHECK-OUT AND SETTLEMENT

A. Departure

This is the final element of guest service. Checking the guest out of the hotel and creating a guest history record.

At check-out, the guest vacates the room, receives an accurate statement of account for settlement, returns the room keys, and departs from the hotel. Once the guest has checked out, the front office updates the room’s availability status and notifies the housekeeping department.

During the check-out, the front office determines whether the guest was satisfied with the stay and encourages the guest to return to the hotel – or another property in the chain.

The final element of guest accounting is settlement of the guest’s account. The purpose of account settlement is to collect money due the hotel. Depending on the guest’s credit arrangements, the guest will pay cash, sign a credit card voucher, or verify direct billing instructions.

Account balances should be verified and errors corrected before the guest leaves the hotel. Problems may occur in guest account settlement when charges are not posted to the guest’s account until after the guest checks out. These charges are called late charges.

Settling accounts for departed guests is generally handled by the accounting department – not the front office. However, the front office is responsible for providing complete and accurate billing information, to assist the back office accounting division in these efforts.

Once the guest has checked out, the front office can analyze data related to the guest’s stay. Front office reports can be used to review operations, isolate problem areas, where corrective action may be needed, and pinpoint out business trends.

Operation analysis can help managers establish a standard of performance which can be used to evaluate the effectiveness of front office operations.

B. Functions of Check-Out and Settlement:

Settles Guest Account Balances Updates Room Status Information Creates Guest History Records

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Guest account settlement depends on an effective front office accounting system that maintains accurate guest folios, verifies and authorizes method of settlement, and resolves discrepancies in account balances.

Generally, the front office finds it most effective to settle guest’s account while the guest is still in the hotel.

C. Departure Procedures:

Checking for mail and messages Posting outstanding charges Verifying account information Inquiring about additional recent charges Presenting the guest folio Verifying the method of payment Processing the account payment Securing the room key Updating the room’s status

D. Methods of Settlement:

Cash payment in full Credit card transfer Direct billing transfer Combined Settlement Methods

E. Late Check-Out:

Guests do not always check out by the hotel’s check-out time. To minimize late check-outs, hotels should post check-out time notices in conspicuous places, such as on the back of guestroom doors and at the front desk.

A reminder of the check-out time can also be included in any pre-departure materials distributed to guests.

F. Unpaid Account Balances:

No matter how carefully the front office monitors the guest’s stay, there is always the possibility that a guest will leave without settling his or her account.

Some guests may honestly forget to check-out. The front office may also discover late charges after a guest has checked-out. Other guests may leave the hotel with no intention of settling their account. These guests are commonly referred to as skippers. Regardless of the reason, after-departure charges or balances represent unpaid account balances.

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Late charges may be a major concern in guest account settlement. A late charge is a transaction requiring posting to a guest account that does not reach the front office until the guest has checked-out and closed the account. Restaurant, telephone, and room service charges are examples of potential ate charges.

Since the guest may not pay for these purchases before leaving, the hotel may never collect for the transactions.

Steps to reduce late charges:

Post transactional vouchers as soon as they arrive at the front desk. This procedure will help minimize the volume of unposted charges during the check-out period.

Survey front office equipment for unposted charges before checking a guest out. For example, telephone traffic monitors and in room movie charge meters possess transactional information but may not be voucher-driven.

Ask departing guests whether they have made any purchases or placed long-distance telephone calls which do not appear on their folio.

G. Collection of Accounts:

Late charges that are billed to former guests should not be classified uncollectible until the front office has exhausted all billing and collection procedures.

A properly completed registration card contains the guest’s signature and his or her home and business addresses and telephone numbers.

Procedures for billing late charges may be different for a guest who settled by cash than for a guest who settled by credit card.

Guests who paid with credit card will be billed according to the policies and procedures of the credit card company for late charge collection.

Guest accounts not settled at check-out by cash payment in full – regardless of the credit established or prepayments made during registration – are transferred from the guest ledger to the city (non-guest) ledger for collection.

At that time, the guest account is transferred from the control of the front office to the accounting division.

City Ledger accounts Include:

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Credit card billings Direct billing Travel Agency accounts Bad check accounts Skipper accounts Disputed bills Guaranteed reservation accounts Late charges accounts House accounts

H. Guest History Record

Creating the guest history record is one of the last step in the check-out and settlement process.

Many front offices build their guest history files from a collection of expired registration cards. Other front offices develop a special form to construct a guest history record.

In most instances, the information on a guest history record can be gathered from the guest’s registration card and from the guest’s folio.

The hotel’s sales and marketing division can use guest history records as a source for mailing list or to identify guest characteristics important for strategic marketing.

This information may help the hotel to develop and place advertisements that appeal to the types of guests the hotel wants to attract.

Guest history records may also point out the need for new, supplementary, or enhance services.

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