Front office operation

An Assignmenton

Challenges in Front Office Operations at Five Star Hotelswith Special Focus on Man Power Management

Name of the Subject: Managing Front Office Operations andReservation

Subject Code : ETHM-5003

Submitted To: Ziaul Haque HowladerCourse Teacher,Department of Tourism and Hospitality ManagementFaculty of Business StudiesUniversity of Dhaka

Submitted By: Pulak SarkerID No: 71516003Program: Masters in Business Administration (EMBA)Department of Tourism and Hospitality ManagementUniversity of Dhaka

Date of Submission: 30th August, 2015

MANAGING FRONT OFFICE OPERATIONS AND RESERVATION

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AcknowledgementsI would like to express my special appreciation to our course teacher Mr. Md. Ziaul HaqueHowlader, he encouraged me think deeply on Front Office Operation and its management. As aprofessional, he has been working for a long time in tourism industry and I am lucky enough toget a chance to have an opportunity to make this paper under his supervision. Attending hisclasses is not only just getting the lessons but also sharing experiences regarding this industry.He gave me the guidelines and instructions in order to fulfill the requirements of this assignment.


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Dedication

This paper is dedicated to my parents. Without them I cannot even think about my existence.


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AbstractStudying on a Greek island gave me opportunity to mix with their culture and different people. Ihave worked as an event coordinator in an event management company where I got opportunitiesto handle guests and made me experienced in Mediterranean guest handling.

The purpose of this paper is to prepare an assignment on Front Office Operations at a Five StarHotel with special focus on Man Power Management.

Handling of guests is not an easy task where front office staff has to perform multi task duringhis duty time and has to remain in temper in front of the guests. No matter how the day is, frontoffice staffs have to smile before the guests because their smiles are the face of the hotel itself.

So it is obvious that, managing the front office should be maintain by the right persons only andwhich could be definitely a challenge for the hotel authority.


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Scope of the ProjectBy preparing this paper I came to know various terms used in this industry. The trends andtraditional practices as well as the introduction of new technologies in this industry are now clearto me. The variables which classify the hotel industry are enlisted in this paper. Standardoperation practices are recommended here.

From this paper one may find that reservation and allocating room keys is not only the job for afront office staff more over it refers to a variety of jobs starting from reservation of rooms to thecheck out of guests.


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Methodology of this ProjectWorking in Hospitality Industry always refers to highly professionalism. One could not workhere with only the academic knowledge. Here work experience is more important than the papercertificates. That’s also true for preparing a paper on front office operation of a hotel.

To prepare this paper I use both primary and secondary data collection method.

I have used primary data from my experience of working as an internee at Columbia Hotel atCyprus, as a student of American College, Cyprus in the year 2010 during my Bachelor inTourism and Hospitality management.

Secondary data are allocated here from the handouts given by our honorable course teacherregarding Front Office Operation and Reservation, some data are collected from internet and webjournals, and I have spoken with senior friends who are currently working in different hotels atDhaka city.

Data are processed as my own need and analyzed depending on the depth of the study.


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Objectives of the StudyTo my best knowledge I found that Front Office is the remote place of a hotel. During thepreparation of this paper I note down some objectives of my study. Some of them are following.

To know the operations done at front office To find out the standard procedures in handling guests To learn the procedures of handling angry guests To make the difference between confirmed and non confirmed bookings To find out the attributes of a front office staff How hotels are categorized To learn the Human resource management in front office To fulfill my academic requirements


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Table of contentsSerialNo. Particulars Page No

1. Acknowledgements i2. Dedication Ii3. Abstract iii4. Scope of the Project iv5. Methodology of the Project V6. Objectives of the Project Vi7. Introduction 28. Front Office Department 39. Housekeeping Department 310. Accounting Department 311. Human Resource Department 412. Food & Beverage Department 413. Security Department 414. Engineering Department 515. Challenges in Front Office Department 616. Classification of Hotels 717. Services Offered in a Five Star Hotel 918. Responsibilities and Duties of Front Office Staffs 1019. Human Resource Management in Front Office 1220. Recommendations 13


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Chapter One

Introduction

Tourism has become a popular global leisure activity. Tourism can be domestic or international,and international tourism has both incoming and outgoing implications on a country's balance ofpayments. Today, tourism is a major source of income for many countries, and affects theeconomy of both the source and host countries, in some cases being of vital importance.

Tourism often comes with accommodation services which are provided by hotels, motels, resorts,inns, guest houses, rest houses etc.

A hotel is an establishment that provides lodging paid on a short-term basis. Facilities providedmay range from a basic bed and storage for clothing, to luxury features like en-suite bathrooms.Larger hotels may provide additional guest facilities such as a swimming pool, business center,childcare, conference facilities and social function services. Hotel rooms are usually numbered toallow guests to identify their room. Some hotels offer meals as part of a room and boardarrangement.

Handling of guests in a hotel is operated by the different departments of that establishment. Atypical hotel is consisted with the following departments.

Departments of a Hotel

1. Front Office Department2. Housekeeping Department3. Accounting Department4. Human Resource Department5. Food and Beverage Department6. Security department7. Engineering Department


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The main function of the department

To allot the room to the guest, called as check-in. To maintain the room records for reservation and allocation. To collect the room charges and other miscellaneous charges for various services used by

guest during his/her stay at the hotel, at the time of departure of guest. To take advance booking for rooms. To handle the phone calls of hotel.

The main function of this department

To take care of the cleanliness of rooms, and the hotel building and its furniture andfurnishings.

To maintain the linen room for maintenance of room linen, restaurant’s linen etc.

To maintain the gardening work of hotel.

To maintain guest laundry facility for room guest.

To maintain staff laundry facility for staff of hotel.


Preparation of budget and allocation of revenue and expenditure for various department

Maintain all account related books as accordance to the government rules and regulations.

Preparation of balance sheet of the company.

Liaising with Govt. offices for tax and revenue related matters.

Collection of revenue from guests, companies etc.

Giving salaries to employees.

Front Office Department

Housekeeping Department

Accounting Department


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To keep check on the food & beveragecost.

To keep check on the purchase and sale of alcoholic beverages for the property.

To keep the account of revenue generated and expenditure under various heads for eachdepartment.


Recruitment and selection of employee for hotel as per requirement.

Training and development of employee

Maintenance of attendance records, leave records etc.

Maintenance of personal file for each employee with all details, for the purpose ofperiodically appraisal.


To provide various type of dishes to the guest as per the menu.

To provide food for various buffet or banquet parties.

To provide food to the staff of hotel.

To prepare different type of dishes for special occasion.

The main job of this department is to protect the guests and staff of the hotel, including all oftheir property. Secondarily the security departments’ role in a hotel is to secure the actualpremises, and the property of the Hotel itself. Hotel security depts. usually use preventative taskssuch as patrolling, monitoring CCTV, and investigating.

Human Resource Department

Security Department

Food and Beverage Department


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The main functions of this department

To maintain all the equipments placed inside or related with the hotel.

To be responsible for smooth supply of electricity, water, and smooth function of airconditioning unit.

To be responsible for important and expensive equipments.

To maintain all the furniture and fixtures of rooms and other area of hotel.

Chapter Two

Classification of Hotels

A hotel's star rating is an indicator of the general quality of a particular hotel, and is whollydependent on the data available to us. The descriptions below indicate what you should be ableto expect from a hotel in each of the star classes. These descriptions provide general data, basedon the many sources of information that go into our star rating. Circumstances such as ongoingrenovations, overbooking, and specific guest needs can affect the quality of your stay. Starratings do not necessarily reflect all the amenities or services that might be available at a hotel,and some amenities and features may not be available in every room or at every property with aparticular star rating. The features and amenities described here are often not available at holidayrentals, apartments, inns, bed-and-breakfasts, and other specialty hotels.

Economy:A one-star establishment is expected to offer clean, no-frills accommodation with minimal on-site facilities for the budget traveler for whom cost is the primary concern. Guestrooms generallyare small, functionally decorated, and may not have a private bathroom, in-room telephone, oramenities. On-site dining is usually not available. Public access and guest reception may not beavailable at all hours.

Engineering Department


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Value:These limited-service establishments are expected to offer clean, basic accommodation. Theseproperties may offer some business services but generally lack meeting rooms, baggageassistance, and full fitness and recreation facilities. On-site dining is usually limited to coffee orContinental breakfast service. Guestrooms generally offer private bathroom, telephone, TV, andlimited amenities.

Quality:Three-star establishments place a greater emphasis on style, comfort, and personalized service.They generally feature on-site dining room service, a pool and/or fitness centre, a gift shop, andmay provide baggage assistance. Conference rooms for meetings and extended services forbusiness travelers are usually offered. Guestrooms offer more extensive amenities and morecareful attention to decor and comfort.

Superior:These upscale establishments usually offer a fine-dining restaurant, lounge, and room servicewith extended hours. Service features usually include baggage assistance, concierge service, andvalet parking. A conference centre with up-to-date technology and full business services areusually offered. Public spaces and guestrooms are thoughtfully designed and constructed withhigh-quality materials. Guestrooms generally offer stylish furnishings, high-quality bedding andbath products, and a wide array of amenities.

Exceptional:The finest hotels in the world. A five-star hotel is characterized by luxury appointments,superlative service, and the highest standards of comfort. Five-star hotels offer originality inarchitecture and interior design, high-grade materials in construction and decor, and such specialtouches as fresh flowers and plants in abundance. These properties also maintain a high staff-to-guest ratio, gourmet dining, and 24-hour room service.Guestrooms offer ample space, the finest furnishings and decor, premium bedding, and luxurybath products. Room amenities generally include high-speed Internet access and CD and/or DVDplayers. Five-star resorts may offer additional recreation facilities such as tennis courts and golf-course access. On-site spa services, a top-notch fitness centre, and a pool are generally available,as well.


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Chapter Three

Services Offered in a Five Star Hotel

1. Multilingual Front Office Staff

2. 24-Hour Front Desk

3. Meeting Room Facilities

4. Gym

5. Fitness Center

6. Express Check-Out

7. Cash Machine (ATM)

8. Currency Exchange

9. Computer Rental/ Internet Services/ Wi-Fi at Guest Places

10. Secretarial Service

11. Business Services

12. Laundry/Valet Service

13. Smoke Detectors

14. Safe Deposit Boxes

15. Medical Services

16. Sprinklers

17. Massage Treatments

18. Spa Services

19. Limousine Service

20. Kids Amenities

21. Shopping Nearby


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22. Live Entertainment

23. Multilingual Staff

24. Disability Accessible Facilities

25. Luggage Storage

26. Shoe Shine Service Available

27. Babysitting Service

28. 24-Hour Concierge Service

29. Service Express

30. Sundry Shop

31. Jacuzzi

32. Beauty Salon

33. Sauna/Steam Room

34. Business Center

35. Pay Parking Facilities

36. Children's Pool

37. Outdoor Heated Pool

38. Pool side Bar


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Chapter Four

Challenges in Operation of Front Office Department

Some points about Front Office Department

Most important department in the hotel because it is the nerve for hotel operation and theplace of Interface between a hotel and its guest

Guest makes first contact with front office department

First place that can makes guest develop an impression about the level of service,standard, facilities and hospitality of the hotel.

Communication and Accounting are the most important functions of the front deskoperation.

Accounting procedure involve

- Settlement of the guest bills at the time of reservation

- Accepted advance booking of hotel rooms

- Settle bills at the time of check-out

Effective Communication with

* processing the guest reservation

* handling the guest reception

* fulfill the guest inquiry usage in the hotel such as internet facilities, safe deposit

* Check-in and check out the guest

* maintaining the room status


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FRONT OFFICE MANAGER

Direct and coordinate the activities of the front office department Perform the function of a link between the management and front office employees responsible for hiring, training, supervising and disciplinary all front desk, reservation,

and guest services staff members in order to maintain the desired standard of service prepared the budget for the front office department evaluate the job performance of each front office employee

RECEPTIONIST

* greeting guest

* handling special request

* handling check-in and check-out

* providing information to guest

* assigning rooms and dispensing guest room keys

CONCIERGE

* Making reservations for dining in famous restaurants

* Arranging tours, limousine, and entertainment ticket

* Maintaining good relationship with hospitality industry

* Personal helper to VIP

* Obtaining tickets for theatres, musicals etc

* Provide latest information of events

TELEPHONE OPERATOR

* processing all incoming and outgoing calls

* log all wake-up call on the system

* Answer questions about the hotel’s services and product

* taking message

Responsibilities and Duties of Different Personnel of Front OfficeDepartment


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* operating hotel paying system

* direct incoming calls to the desired extension

* provide paging services for guest and employee

BELL BOY/ BELL DESK

To handle guest arrival and departures.

Take the guest baggage from the car in the porch/gate .

To escort the guest to their rooms along with the luggage.

Place the luggage in the luggage rack in guest rooms.

Explain the operation of light control air condition, TV, safety locker in room etc.

To handle guest room keys during departure.

To shift guest luggage from one room to another.

To help in packing of guest luggage.

To distribute news papers.

To keep lobby area clean.

To deliver guest message to their rooms.

To report scanty baggage guest.

To vend postal stamps and other stationeries.

To page the guest in public area.

To do small work outside the hotel to book movie tickets, to get medicine for guest etc.

NIGHT AUDITOR

To reconcile all revenue statements.

To verify and validate front office cashiers vouchers/forms.

To check guest folios

Verify front office cashiers report.

Prepare high balance report of guest who exceeds their credit limit fixed by hotels.


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To prepare daily transcript.

To verify room status report.

To check the cancellation of reservations.

Account for city ledger credit amounts.

RESERVATION AGENT

* Handling guaranteed and non-guaranteed reservation

* Up sell accommodation

* Prepared the expected arrival list and the expected departure list every day

* Prepared a guest folder and to keep the mails and messages of guest with reservationdocuments

* Providing management information to other department

Standard Procedures for the staffs working at Front Office

Reporting at Duty

Arrive at the hotel well in advance to the duty timing Punch your arrival at the staff gate Go to the Lockers & change the soiled uniforms Grooming standards for Woman staffs

Uniform should be clean and well ironed. Hair above shoulder length has to be neatly tied No flashy hairpins, rubber bands or hair accessories allowed Hair color / hair bleach is not permitted. Only black well polished closed shoes with skin color socks or stockings to be worn. Apply light make up to suit your skin color Nail needs to be clean and properly trimmed Only transparent gloss nail paint allowed. Long nails or flashy nail paint is not permitted Use only mild perfumes/ deodorants Long nails not permitted One ring in each hand (inclusive of wedding band) should be sober, conservative and not

too large.

Human Resource Management in Front Office Department


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A simple gold chain or a pearl chain isallowed around the neck.

Matching ear studs {one in each ear} to the neckwear is allowed. Gold bangles not more than two numbers to be worn in one wrist only. No

dangling bracelets to be worn. The other wrist should have a business style watch, should be sober, conservative

and not too large. Grooming Standards for Men

Uniform should be clean and properly ironed Hair should be trimmed short and neatly set using hair gel Long hair, hair color is not permitted Shoes should be black, well polished with black shocks to be worn Use only mild perfumes/ deodorants Long nails not permitted Only one wedding ring is allowed. A business watch. No flashy watches. No bracelets or bands (except for religious reasons). Information required to know by the staffs Hotel occupancy, revenue, average room rate for last night Expected occupancy, revenue and average room rate for the day VIP In house and Long staying guest VIP arrivals for the days Groups In-house Groups expected for the day Special traces, comments if any City comparison Staff must know the events and the promotions going on in the hotel

Receiving Welcoming and Greeting of Guest

The first impression in most important and should be the best impression.

The communication skills of all those who come in contact with the arriving guest arevery essential and should convey nothing but welcome through their courteous andfriendly manners.

Recommendations for Front Office Department


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Greeting Guests

The entire guest arriving at the hotel must be welcomed in a way of good greeting sets apositive tone for the entire transaction and it makes the guest feel good about being atyour hotel.

It is very important to create the correct first impression on the guest and the receptionistmust understand that he will get only one chance to do that.

At the Front Office

Be sure you are well groomed always.

Check your appearance frequently every day and if the need be correct it .

Don’t smoke/eat in clear view of the guest.

Greet the guest courteously at once.

Keep the work space tidy.

Carry yourself with pride.

Simile, but smile naturally and sincerely

Registration Process

Register the guests as soon as possible For group registration, contact with the group leader and explain him how he can

cooperate with

Handling Angry Guests Listen to their complaints Separate the guest from others Do not temper Never promise to an impossible thing Do the best you can afford Take less time to recover Take time where it is necessary to ask your higher authority Suggest in honest way

Settling Bills at Check outs Collect all the bills Make the transaction It is better to prepare the bill prior the guest ask for it Recheck the bill whether anything is missing or not

Education

Front office operation