HANDOUTS IN FRONT OFFICE ACCOMMMODATION MANAGEMENT
Unit 1
Overview of the Hotel Industry
The history of lodging can be traced back to the civilizations of Sumaria and ancient Egypt .
Indeed, the need for a place to stay away from home is as old as the first nomadic traveler. Trading
between cultures created the need for groups of people to travel often great distances. Along these
trade routes, certain stopping points became favored out of necessity. An oasis in the desert or a
mountain pass in winter became logical places for trading caravans to rest. Areas where different
trading routes intersected also became favored stopping points. Many of these junction points
eventually evolved into cities.
As the history of lodging unfolded, innovations began to emerge. At some point, innkeepers
began to incorporate food and beverage service in their operations. This led to a change in the way
people traveled. 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 examples of this can be traced back to
the English and colonial inns of the 1700s. Each fulfilled the need for housing of travelers by renting
spare rooms. 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.
The word hotel is the Anglicized version of the French hôtel garni, which translates into “large,
furnished mansion.”
Most full-service hotels have six main functional departments and these are: rooms division,
food and beverage, accounting, human resources, engineering, sales and marketing and catering.
Each of these departments will exist, in one form or another, regardless of location type or product
type. It is when the other organizational criteria are considered that the problem of defining the size
and scope of these departments arises. A variety of responsibilities and duties exist within each
department. All these departments rely on each other to provide the best product. Understanding
each department is vital to understanding the hotel as a whole.
Within a hotel, perhaps no area is as vital and in some cases visible as the rooms division.
The rooms division is the “nerve center” for most of a hotel’s operations. It is, after all, the area most
responsible for the main hotel product, the sleeping room. This is evident in the hotel maxim:
“Everything begins with the Rooms Division.” Within the rooms division, lies the front office.
The Front Office: Hub of Human Relations
In physical terms, the front office of a hotel is its focal point, its nerve center, its command post,
a crossroads, the conjunction where guests and hotel employees merge, interact, and move on. It is
also an information center, a place for recording transactions and for recordkeeping and control.
Psychologically, it is a human relations center where a guest meets and interacts with hotel
personnel, each interaction evoking feelings that in the final analysis determines whether the guest
enjoys the hotel experience. As a visible symbol of the hotel operation, at the nerve center, is the
clerk. He or she is the subject of praise and focus of hostility when almost anything pleasant or
unpleasant happens to a guest.
Upon arrival, guests look forward to respectful and accommodating hotel personnel. Using
courteous words, repeating the guest’s name, and treating the guest warmly makes guests feel
comfortable. Arrival goodies, such as warm cookies and milk, tea, or coffee are only but a few
examples of hotel complimentary an establishment could offer as a comforting gesture appreciated by
guests.
Guests appreciate having friendly, knowledgeable, and helpful staff members whom they feel
comfortable addressing. Guests feel comfortable knowing that they can trust the staff with their
safety, belongings, messages, and wake-up calls. Many guests find it satisfying when the staff
approached their stay with a responsive, attentive, and enthusiastic attitude. Personalizing hotel
service is one of the contributing factors to a guest’s satisfaction and comfort.
Organizational Chart of the Front Office Department
Exhibit 1. Sample Organizational Chart for a Large Hotel
Front Office Manager
Front Desk Supervisor Bell Captain
Chief Telephone Exchange
Chief Airport Assistance
Chief Concierge /
Guest Relations
Reservations Supervisor
Desk / Info Clerk
Reservations Clerk
DoormanBellman
Airport Rep.
Telephone Operator
Concierge Clerk
Business Ctr. Clerk
Exhibit 2. Sample Organization for a Small Hotel
Basic Functions of Front Office Personnel
Front Office Manager / Supervisor Enhance guest services by constantly developing services to meet guest needs. Responsible for a large portion of the most visible aspects of a hotel’s day-to-day operations. Directs day-to-day activities of the front desk, the bellstand, and the concierge staff
Front Desk Supervisor or Senior Desk Clerk Oversees front desk operations particularly the handling of registration of guests.
Sales / Reservations Supervisor Directs and supervises operations pertaining to room sales and reservations.
Reservations Clerk Attends to room sales and reservations
Desk Clerk Checking guests in and out of the hotel. Attends to the registration of guests. Manages the in / out flow of guests on a daily basis.
Doorperson / Doorman Greet arriving guests and help them from their vehicles to the lobby.
Bell Captain Supervises the bellstaff.
Bellstaff / Bellman Basic responsibility is to help guests into and out of their rooms Runs errand for the front desk.
Front Desk Cashiers Attends to the settlement of guest’s bills.
Airport / Transport Representative Transports guest to and from the airport and other transportation terminals Sells hotel services to prospective patrons at the airport / terminal.
Chief Concierge / Concierge Manager
Front Office Supervisor
Senior Desk Clerk
Sales & Guest Rel.
Officer
F.O. Cashier Telephone Operator
Driver / Airport Rep.
Desk / Info Clerk Sales &
Rsvtns. Clerk
Business Ctr. Attendant
Basic responsibility is to manage concierge staff in assisting guests with any / all requests.
Concierge / Guest Relations Clerk Attends to any request for guest assistance especially for VIPs.
Chief Telephone Exchange / PBX Supervisor Manage the operation of the hotel switchboard and the staff.
Telephone Operator / PBX Operators Manages all incoming and outgoing calls in the telephone exchange section.
Business Center Clerk Attends to all service requests and other transactions at the business center.
Exhibit 3. The Guest Cycle
The guest cycle shows a simplified sequence of events that takes place from the moment a
guest calls to make a reservation until he or she checks out.
(More Guest Charges)Check-out
Confirmation
Verification Night Audit
Rooming the Guest / Post
Guest Charges
Guest incurs charges
Arrival Registration
(room assignment /
payment)
Reservation
Reservations Clerk
Doorman / Bellman
Desk Clerk
Front Office Cashier
Bellman
Desk Clerk
Desk Clerk
Cashier
Bellman
Front Office Cashier
All staff
Exhibit 4. Sequence of Front Office Service
Receiving / processing and documenting guest’s reservation
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 room status, preparing guest folio
Attending to all service request of guests, extending various forms of assistance
(wakeup calls, delivery of messages, etc.)
Updating guest account, preparing billing statement, settlement of balance
Assisting guest for check out
Bill settlement, giving clearance for check out
Bidding goodbye, thanking guest for patronage
Unit 2
Handling Reservations
The area of reservations section is the most well-known hotel department to the general public.
Most people understand its purpose. If someone wants a room in the hotel, they know they need to
contact reservations. Most people do not know how the reservation section really works. From a
guest’s point of view, the most important outcome of the reservations process is having a guestroom
ready and waiting when the guest arrives. This guestroom should not be just any room, but the room
that best meets the needs the guest expressed during the reservations process. At the same time,
the hotel manager and owner have different objectives for the reservation process. They would like
the reservation process to provide the highest occupancy and room revenue possible.
Although selling rooms is a very important role for the reservations section, deciding what
rooms should be sold and the price to sell them is just as important. Without proper planning and
control, rooms may be vacant that could be otherwise sold.
The reservations section is in charge of receiving and processing reservations for room
accommodation. It also serves as a center for communications, handling inquiries on hotel facilities
and services as well as room rates and other arrangements.
Types of Reservations
1. Regular / Non-guaranteed reservation – refers to an agreement that a hotel makes to hold a
room until cut-off date and time. If the guest does not arrive by that time, the room may be
sold to other guests.
2. Confirmed reservation – applies when the terms of reservations have been verified. Both
the hotel and the reserving party agree on the dates, rates and billing arrangement, room type
and other arrangements. This type of reservation is confirmed to the guest verbally or in
writing through email, e-mail, or fax.
3. Guaranteed reservation – an agreement that the hotel makes to hold a room for a guest until
the guest arrival and check-out time. In return, the guest or his sponsor (third party) assures
payment for the room by credit card, company account or pre-payment. Unless the
reservation is properly cancelled, the guest is billed for the room and taxed according to hotel
policies and procedures.
Processing Reservations
For an efficient operation, the reservations clerk shall maintain a complete and up-to-date
reservation filing system to include the following:
1. Individual Reservations Card – a preprinted form that guests would fill out to make
reservations. The guest would supply the name, arrival / departure dates, and any special
requests.
2. Confirmation Notice Form – this serves as written evidence of agreement or contract and
works to the advantage of both parties. The hotel has the option to send a notice of
confirmation to the guest or to the booking party either orally or in writing or through fax.
3. Reservation Chart – this chart indicates the actual number of rooms reserved for any future
date to as far as one or more months or a year in advance. This is done to avoid double and
overbooking.
4. Reservation Slip – this slip indicates the names of guests expected to arrive and the arrival
date. A duplicate copy of the reservation slip is filed alphabetically by last name of guests and
by month. This will serve as trace file for all reservations received.
5. Reservation rack – all reservation slips are placed in this rack.
6. Hanging Folder – this is where all the records of all corresponding letters pertaining to guest
reservations are kept. Such records are filed according to date of arrival.
Sources of Reservations
1. Letters
2. Email or internet access
3. Fax
4. Telephone
5. Direct / in person
6. Computer terminals
a. Call centers
b. Global Distribution System (GDS)
7. Central Booking Offices
Basic Procedures in Taking Reservations
1. Greet the client and offer assistance.
2. Once the request for reservations is received, find out from the inquiring party the dates and
the type of room required. Then check if there is available room corresponding to the room
type preferred. Refer to the reservations chart or room status rack where reservation slips are
clipped.
3. Inform the guest if a room is available. If the requested room type is not available, offer
alternative room depending on what is vacant. Tell him that he could be transferred to his
preferred room when it is ready for occupancy.
4. Once room availability is confirmed, get details to include the information outlined below.
a. Name/s of incoming guests
b. Number of persons arriving
c. Arrival date and time
d. Transportation details ( i.e. flight number, name of airline, place of origin, etc.)
e. Departure date
f. Number of nights the guest is expected to stay
g. Room number, room type, and type of bed required
h. Room rate
i. Billing arrangement
j. Remarks
k. Name of the person making the reservation
l. Name of the clerk accepting the reservation
m. Date and time of acceptance of reservation
5. From the reservation form / card, the reservations data are transferred to a reservation slip
which is prepared in duplicate.
6. Print the reservation slip and make sure the information is complete. The original copy of the
slip goes to the reservation rack and the other one is filed.
7. The reservation card is forwarded to the supervisor for him to chart and block the reservations
in the reservation chart. Then the reservation card is filed according to date of arrival and in
alphabetical order. The daily arrival list is likewise prepared or updated making reference to
the information written in the reservations card.
Settling Hotel Accounts
1. Pax account (personal account) – this refers to an account which the guest will pay his bills
directly to the hotel.
2. Company account (corporate account) – this is indicated when bills will be charged to the
company. This payment arrangement is acceptable only if the guarantee is in writing and the
company has good credit standing with the hotel. The portion of the bills to be shouldered
should also be indicated (i.e. all bills, room only, room and meals only, etc.)
Exhibit 5. Sample room reservation form
Special Billing
Hotel XYZ Control No. ______
Room Reservation Form
Guest Name: ____________________________________ No. of Pax: _____Tel. No.:__________ (Last) (First) (M.I.)Address: _______________________________________ Name of Company: __________________________________________________________ Address: _____________________________Arrival: ___________ Time: ______ Departure: ___________Time:______ No. of Nights: _______Flight Details: _________________________________ Car P/up: ________ Car D/off: _________Room Type: __________ No. of Rms: ____ Bed Type: ______ Room Rate: _____ Rm. No.: _____ Billing arrangement: PA / CA Remarks: ___________________________________________Booked by: ________________________ Tel. No.: _______________ Accepted by: _________________________ Date / Time: ____________
Regular ( )Confirmed ( )Guaranteed ( ) Remarks: ___________________________________________________
Special billing means that all or a portion of guest charges are to be billed or charged to a
particular person or firm. The amount to be billed may be all his charges or just room charges. When
a reservation is being made and the charges are to be billed to a person or firm with an existing credit
account in the hotel, the caller must be told to send a letter of authorization before the arrival of the
guest. This authorization letter simply states that the guest has been authorized to book under the
said account (company or individual). It must also specify what charges are covered by guarantee—
whether all charges (i.e. laundry, telephone, restaurant, etc.) or only a segment like rooms only with
the rest of the charges billed personally to the guest.
If a reservation is a guaranteed reservation from an individual, group or company without an
existing credit line, the reserving party shall be asked to pay a pre-payment or deposit, usually one
day (if the booking is for two nights) or full amount if one day use. Some allow a 50% deposit of all
estimated room charges. Likewise, the company, individual or group that makes the guarantee shall
put in writing in the form of a letter to the hotel that they will answer for all charges or some charges
(the letter must mention what is guaranteed and what is not covered).
Reservations during Full HouseThe reservations clerk must make sure that the availability board reflects the day’s date under
either “on request” (all reservation inquiries shall be channeled through the supervisor. He will
decide which reservations to confirm and which to put on the waitlist. Normally, regular accounts are
given priority during this period) or “close out” (no more room for reservations). All reservations for
the day are not confirmed except for top accounts for which permission to confirm will be asked from
the Reservations Manager. Unconfirmed reservations are waitlisted and placed in the waitlist folder
according to date. The Duty Manager counterchecks all reservations with no flight information and
calls up the concerned companies. He reminds them of the 6 o’clock policy.
The 6 o’clock policy means that the guest with reservation is expected to arrive not later than
6pm of the arrival date. If he does not show up within this cut-off time, the hotel has the right to give
way to other guests using the room reserved for him. However, some hotels consider late arrivals if
they are informed ahead of time. When the room is prepaid as in the case of guaranteed bookings,
the 6 o’clock policy does not apply.
Room StatisticsOne of the functions of the Reservations Office is to prepare 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 thrust. An assigned reservations clerk or a
guest relations officer maybe assigned to keep track of information available in Front Office reports
and forms and translates this information into statistics, also know as productivity figures.
Forms of Statistics1. Total room nights + average room nights = Room nights
2. Room rates Revenue
3. Total rooms sold__ x 100 = Occupancy Percentage Total rooms available
4. Total rooms – (out-of-order rooms + house use) = Total rooms available
5. Total Revenue_ = Average room rate (P/$)Total Rooms sold
6. Total No. of guests = Double Occupancy Percentage Total rooms sold
Training in the Reservations SectionThe reservations department is often viewed as an extension of the sales department. Each
call is a sales opportunity. Not long ago, reservation agents were viewed as nothing more than
operators or order takers. Those days are long gone. The amount of transient revenue that is
produced in reservations is unquestionable. When hiring for reservations, a sales or customer
service background is preferred. People can be taught software systems, bit it is much harder to
teach someone to be enthusiastic, friendly, and eager to please. A good phone voice is also
important for a reservations agent. Proper grammar usage is vital. In some markets, bilingual agents
can be very valuable.
In any sales capacity, knowledge of the product is essential. Because reservations agents sell
the hotel, knowledge of the facility is paramount. The ability to describe all aspects of the guest
experience is needed. The agent is often the first hotel employee a guest comes in contact with.
This first contact must begin the process of satisfying the guest. This time honored adage applies:
“You can only make one first impression.”