basic front office
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8/3/2019 Basic Front Office
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TOPICS OF DISCUSSION
Front Office Organization
Front Office Function & Duties
Front Office Job SpecificationFront Office Operations
o The Guest Cycle
Pre – Arrival
Arrival
Occupancy
Departure
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TOPICS OF DISCUSSION
Registration
o Pre-registration Activity
o The Registration Record
o Room & Rate Assigment
o Method of Payment
o Issuing the Room Keyo Fullfiling Special Request.
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TOPICS OF DISCUSSION
Front Office Responsibilities
o Front Office Communication
Log Book Briefing
Front Office Meeting
Information Directory
Mail Handling
Telephone Service
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TOPICS OF DISCUSSION
Guest Relations
o Complaints
o Identifying Complaints
o Handling Complaints
o Follow up Procedure
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TOPICS OF DISCUSSION
Check Out & Account Settlement
o Departure Procedure
o Front Office Records (Guest History)
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TOPICS OF DISCUSSION
Front Office Security Functions
o The Role of the Front Office
o Key Controlo Surveilance & Access Control
o Protection of Funds
o Safe Deposit Box
o Lost & Found
o Emergency Procedure
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TOPICS OF DISCUSSION
Front Office Forms
o Pre - Arrival
o Arrival
o Occupancy
o Departure
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TOPICS OF DISCUSSION
Front Office Equipment
SOP (Standard Operating Procedure)
o Welcoming the Guest
o Escorting the Guest, etc
Front Office Check List
Telephone Courtesy
Front Office Terminology
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FRONT OFFICEORGANIZATION
The front office in a large hotel supportsmany positions with a considerable
separation of duties. These positions typicallyinclude, but not limited to1.A Receptionist; who registers guests and maintains room
availability information,
2.A Cashier who handles money, post charges, and
oversees guest account settlement.3.A Mail and Information Clerk who takes messages,
provides directions to guests, and maintains mail.
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FRONT OFFICEORGANIZATION
4. A Telephone Operator who manages theswitchboard and coordinates wake upcall.
5. A Reservation Agent who responds toreservation requests and createsreservation records.
6. A Uniformed Sevice Agent who handles
guest luggage and escorts guest to theirrooms.
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FRONT OFFICE FUNCTION & DUTIES
Hotel Front Office department has the following functions and duties:
Sell guestrooms, register guests and assigns guestrooms.
Coordinates guest services
Provide information about the hotel, the surrounding
community, and any attractions or events of interest to guest. Maintain accurate room status information and room key
inventory.
Maintain guests accounts and monitor credit limits
Produce guest account statements and complete properfinancial settlement.
Handles all mail, messages, and facsimile and other items forguests.
Prepares occupancy report.
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JOB SPECIFICATIONS
List of the personal qualities, skills and
traits a person needs to successfully perform
the task outlined in a job description.
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JOB SPECIFICATIONS FRONT
OFFICE PERSONNEL
Professional Demeanour
Reports to work on time
Has a positive attitude toward the job and thehotel
Recognizes positive and negative aspects of the job
Possesses maturity in judgmentMaintains control and composure in difficult
situations.
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JOB SPECIFICATIONS FRONT
OFFICE PERSONNEL
Congenial NatureSmiles readily
Exhibits cordial and pleasant behaviour
Is a people personHelpful Attitude Is sensitive to the guests’ need
Possesses a sense of humour
Responds and speaks inteligentlyDemonstrates creativity
Practices good listening skills
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JOB SPECIFICATIONS FRONT
OFFICE PERSONNEL
Flexibility
Willing and able to accept a different work shift if
necessary
Understand others’ points of view
Willing to try new ways of doing things; innovative
Works well with guests and hotel staff; a team player
Well-Groomed AppearanceDresses appropriately; meets property standards for
wear and care of uniform, jewelry, personal grooming
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JOB SPECIFICATIONS FRONT
OFFICE PERSONNEL
Finally, an outgoing personality and a
willingness to learn are especially important
qualities for a front office employee.
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FRONT OFFICE
OPERATIONS
Front office functions include reservations,registration, room & rate assignment, guestservices, room status, maintenance and
settlement of guest account and creation of guest history records.
The guest Cycle
Pre – Arrival
Arrival
Occupancy
Departure
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PRE - ARRIVAL
The guest choose a hotel
Previous experiences
AdvertisementRecommendations from travel agents, friends, or
business associates.
Hotel locations or reputation
Preconceptions based upon the hotel’s name or chain affiliation
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PRE - ARRIVAL
The guest choose a hotel
Be influenced by the ease of making reservations &
how the reservation agent describes the hotel &
facilities.
The attitude, efficiency and knowledge of the front
office staff may influence a caller’s decision to stay.
Reservation agent must be able to response quickly
and accurately to requests for future accommodation
– proper handling of reservation information is
critical.
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ARRIVAL
Registration & rooming functions
Registration record
The guest’s intended method of payment
The planned length of stay
Special guest needs (rollaway bed, baby crib orpreferred room location)
Guest signature can be a very important part of registration process
Gathering all requisite impormation in detail.
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OCCUPANCY
Coordinating guest services – Information &
Supplies
Should respond to guest in a timely andaccurate way to maximize guest satisfaction
Security issues likely to apply to front office
employee include the protection of funds and
valuables
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DEPARTURE
Completed guest services & guests accounting
aspect.
Construct of a guest history fileAccount settlement
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OBJECTIVE – GUEST
CYCLE
A MAJOR FRONT OFFICE OBJECTIVE
THROUGHOUT THE GUEST CYCLE IS TO
ENCOURAGE REPEAT VISITS
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GUEST CYCLE FRONT OFFICE FUNCTION
GUEST
SERVICES
GUEST
ACCOUNTINGPre – Arrival Reservation
Arrival Registration Establishment of
credit
Occupancy Occupancy
Services
Charge of
postings
Departure Check out &
History
Settlement
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Pre-Arrival Arrival Occupancy Departure
Guest
ReservationUniformed
Service
Desk
AgentSwitchboard Mail
& Information
Cashier Uniformed
Service
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