Hotel Front Office Operation

BY:SHANTIMANI SATHWARALECTURERPCTE

Functions of a Hotel

Functions…– Lodging

accommodations– Revenue centers– Cost centers– Serve and enrich society– Profit for the owners

The Executive Committee

Executive Committee…– General Manager– Human Resources & Training Manager– Food & Beverage Manager– Executive Chef– Executive House Keeper– Front Office Manager– Sales & Marketing Manager– Chief Engineer– Unit Financial Controller– Chief Security Officer

Front Office

Front Office…– Lobby– Reception– Cashier– Reservations– Telephone Operator– Concierge– Guest services– Bell desk

Basic Functions of theFront Office

Front Office…– Sell rooms– Maintain balanced guest

accounts– Offer services such as

faxes, mail, messages, travel desk, currency exchange etc.

– Request/ Queries/ Complaint handling

– Telephone handling

Different Room Rates

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

Types of Rooms

Single Room Double Room Twin Bedded Room Interconnected Room Triple Room Quad Double-Double Room Suite

Types of Rooms (Contd..)

Studio Room Cabana Lanai Room Parlor Efficiency Hospitality Hollywood Living Room Adjoining Rooms

Duties of aFront Office Assistant

Front Office Assistant…ReservationsCheck-insGuest inquiriesRoom changesCoordinate with other departmentsCheck-outsTelephoneComplaint Handling

Job Responsibilities of a Front Office Assistant

At Reservation:● Promptly and Courteously handle all Reservation

requests● Update regularly the Reservation Chart and Rack● Keep all Reservation Correspondence up-to-date● Keep Room Availability Status Board up-to-date● Handle amendments and cancellations of

Reservation● Send Expected Arrival List to all concerned

departments

Job Responsibilities of a Front Office Assistant (Contd..)

At Reception:● Promptly and courteously welcome, register guests

and assign them rooms.● Calculate Room Availability position and prepare

room reports and occupancy statistics.● Update the Room Rack/ Information Rack regularly.● Handling complaints, requests of guests and

enquiring guest satisfaction.● Complete pre-registration formalities.

Job Responsibilities of a Front Office Assistant (Contd..)

At Reception (Contd..):

Execute government formalities regarding foreigners VIP rooms checking, blocking and issue VIP

Amenities voucher Co-ordinate closely with Housekeeping for clearance

of rooms to sell Formulating policies on groups and overbooking

levels in consultation with management Deliver mail, messages to the guests Provide safe keeping for guest valuables