44239230 Front Office Lecture Only

8/6/2019 44239230 Front Office Lecture Only

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RONT OFFICERONT OFFICESERVICESERVICES

ACCOMMOD

OPERAT I


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OPERAT I

FRONT OFFICE TERMINOLOGY ABF American Buffet BreakfastACCOMODATION

Description of bed type and location of aparticular room.ADVANCE DEPOSIT Money requested by the room clerk

during the check-in of a guest. This applieswhen the said guest did not make an advancereservation and is unable to produce any ofthe credit cards acceptable to the hotel


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A LA CARTE A menu from which items are chosen and

paid for individually. This type of agreementis included in any tour.AMERICAN PLAN (AP) Hotel accommodation where room,

breakfast, lunch and dinner are included inthe room rate. Meals are usually tabledhote.

BACK OF THE HOUSE Areas of the hotel or motel where there

is n guest contact; for example, the kitchen,linen room, back offices, etc.


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BILLING INSTRUCTIONS Specific instruction for the charting of a

guest accounts to his company or his homeaddress or to another person or companyassuming responsibility for the guests bills.

BOOK TO CAPACITY

Refers to situation when the hotel hasaccepted the maximum number ofreservations and is unable to take anymore without being placed in an

overbooked capacity.


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CONTINENTAL BREAKFAST This generally consists of

beverage, (coffee, tea, cocoa, ormilk), rolls, butter or jam ormarmalade.

COMMISSION Money sent to travel agents aspayment for sending a guest to a

hotel. The normal percentage is 10%for travel agents based abroad and15% for local agencies based on theactual room rate applied.


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COMP refers to a room that is complimentary

(no charge)CONFIRMATION A written agreement between a hotel and

a future guest showing details of theirreserved accommodations.

CORPORATE RATE Rate set by the hotel for all guests whose

bookings are made by company based on theHotel Corporate List.

CONTINENTAL PLAN Lodging and continental breakfast are

included in the room rate.


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DAY USE RATE Amount applied to rooms between

6:00AM and 6:00PM of the same day.

DAY USE A room used for only a portion of a day.

DEPARTURE DATE The actual date the guest will check out

of the property.

DNA

Stands for DID NOT ARRIVE.DUE OUT Person expected to check out but has not

yet vacated the room or paid his bill


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EARLY ARRIVAL Guest who arrived at a property

before the date of his or herreservation.

EARLY DEPARTURE A guest who checks out beforethe originally scheduled departuredate or time.

EFFICIENCY An accommodation containing a

kitchen facility.


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FOLIO The guests bill. It is created upon

check-in and is used to record all guestcharges and posting transaction.

FRONT OFFICE

A broad term that includes theduties and functions involved inregistering guests, posting guest

charges, checking out guests, andcontrolling room status and availability.Also the term used to designate thefront desk.


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FRONT OF HOUSE Refers to the departments or areas of the

hotel or motel where there is a great deal of

guest contract.FULL HOUSE All rooms are occupied; no room left to

sale.

GM The general manager or the hotel or

motel; the propertys chief executive.

GUARANTEED NO-SHOW (GTD-NS) When a guest makes a reservation and

assures payment for accommodation, butdoes not arrive or cancel the reservation.


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HANDICAP ROOMS Rooms with special features designed to

make the stay easier for a handicappedperson.

HOLD ACCOUNTS Designated slot in the guest ledger

bucket where C/O folios involving disputedcharges, credit balances, rebates, etc., areplaced for review by the manager.

HOSPITALITY SUITE A room used for entertaining. Usually afunction room or parlor.


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HOUSEKEEPERS REPORT A form used by the front office and

housekeeping departments tocommunicate to each other the currentstatus of each guestroom in the

property.ID An abbreviation for identification

INFORMATION RACK A file that list the registered guest

and their room numbers; arrangedalphabetically by guest name.


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INFORMATION SLIP second part of a small two-part

section of the folio indicating the guestname, room number, room rate, andcheck-out date.

JULIAN CALENDAR A calendar system based on the 12-

month year in which days of the year arenumbered consecutively beginning with 1and ending with 365. Every four years thesystem consist 366 days.


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JUNIOR SUITE A room with a bed and sitting area.

There maybe a small, separate bedroomconnected to the living room or parlor. Alsocalled a mini-suite.

LATE ARRIVAL

A guest with a reservation who expects toarrive after the propertys designated cut-offhour and so notifies the hotel or motel.

LETTER OF CREDIT

A company letter authorizing direct billprivileges for its representative. It must beapproved by the hotel manager.


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LOG A daily record of problems or situation

that occurred at the front office that should

be communicated to others in the property.MAKE-UP A room that needs a routine, thorough

cleaning before registering new guest for theroom.

MASTER ACCOUNT One folio prepared for a group

(convention, company, tour) on which allgroup charges are accumulated. Also referredto as master bill.


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MULTIPLE RESERVATION A number of reservation usually made

under a group name. (maybe as individual

reservation)MODIFIED AMERICAN PLAN Room rate includes room accommodation,

breakfast and lunch or dinner. It is also calleddemi-pension.

EUROPEAN PLAN

Hotel accommodation where no meal isincluded in the price of the room.


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TABLE DHOTE A complete menu from which deviation

may not be made without additional

charge. In Europe, the menu hardlyincludes beverages.

ROLLAWAY BED A portable single bed which can

accommodate an additional guest.

ROOM CHANGE When a guest moves from one to

another during his stay.


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ROOM RACK The rooms clerk board which has all

the information of the rooms their statusthe names and rates of the guest staying.

ROOM RATE The rate designated for a specific

room.

RUN OF THE HOUSE A hotel terms to guarantee firm

price which applies in any room in the

house


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UPGRADE Situation where the guest is given a

higher priced room at a lower rate.

VIP A person designated by management to

receive a special treatment.


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Introduction to the hospitalityindustry

HOSPITALITY - refer to commercial services given to

tourists and travelers by establishments

like hotels, resorts, tour and travelagencies, restaurants, tourist attractioncenters, heritage sites, theme parks,entertainment and relaxation centers likebars, theaters, sports complex and leisurecenters.


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HOTEL & ACCOMODATIONFACILITIES

HOTEL is a building,edifice or premises or a

completely independent part thereof, which is

used fro the regular reception,accommodation or lodging of travelers andtourists and the provision of servicesincidental thereto for a fee.


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RESORT is a place with a pleasant environment

and an atmosphere that is conducive to acomfortable and healthful relaxation and rest,offering food, sleeping accommodation andrecreational facilities to the public for a fee

or remuneration.


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TOURIST INN is a lodging establishment catering

to transients but does not meet theminimum requirements of an economyhotel.


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APARTEL is a building or edifice that has several

independent and furnished or semi-furnishedapartments, regularly leased to tourist andtravelers for dwelling on a more or less longterm basis and offers basic services to its

tenants, similar to hotels.


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PENSION HOUSE is a private or family-operated boarding

house. A tourist guest house or tourist lodging

house employing non-professional domestichelpers regularly catering to tourists andtravelers, containing several independent

lettablerooms, providing common facilitiessuch as toilets, bathrooms, showers, living anddining rooms and kitchen with combination ofboard and lodging.


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MOTORIST HOTEL (MOTEL) is a structure with several separate units,

located along the highway with individual orcommon parking space at which motorists mayobtain lodging and, in some instances, meals.


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HOTEL CLASSIFICATION BYLOCATION

AIRPORT HOTEL -this hotel is located at the airport. -It work best for travelers who travel by

air. - It is also the one chosen by airlines as

venue for accommodation oflay-overpassengers those who wait for delayedflight, requiring them to stay overnight in ahotel)


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DOWNTOWN or SUBURBAN -being located in downtown areas, this

hotel is very accessible to business andcommercial centers.

- It is an ideal hotel for businessmen andshoppers who are in town for businessventures.


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OVERVIEW OFFRONT OFFICE

OPERATION


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Major Sources of revenue

for the hotel

ACCOMODATION

ROOMS DIVISION/ ROOMSMAINTENANCE DEPARTMENT


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Looks after all matters pertaining

to room bookings and hotelaccommodation.

ROOMS DIVISION/ ROOMSMAINTENANCE DEPARTMENT

It consist of 3 sections:qHousekeeping

qFront OfficeqRoom Sales


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FRONT OFFICE Attends to the bookings and

registration of hotel guests.

HOUSEKEEPING SECTION

Looks after the cleanliness, orderlinessand maintenance of guestrooms andpublic areas as well as provision forlinen/laundry service.


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ROOM SALESHandles room reservations

and sales.

In smaller hotels and lodging

houses, room sales is made part ofthe functions of the front office.


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ORGANIZATIONAL CHART OF FRONTOFFICE

The front office operates through sub-units,which include:

1.FRONT DESK - looks after the registration of

the hotel guests and serves ascommunication and information

center.


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2. RESERVATION SECTION

- handles reservations for roombookings either through telephone ordirect persona contact.

3.BELL SERVICE - responsible for escorting guest

during check in and check out, attendingto their luggage and doing errands forthe front desk.


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4. TELEPHONE EXCHANGE - Handles the telephone communication

system to include: Answering incoming calls

Receiving calls

Disseminating messages

Giving information to callers throughthe phone

Placing and receiving long distance

and overseas calls Screening calls and

Other related matters


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5. FRONT OFFICE

CASHIERING -responsible for the settlement ofguest bill.


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CONCIERGE/GUESTSRELATIONASSISTANCE


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- it is in this section that

guests turn to for any kind ofassistance like tour andtravel assistance, directionsto point of interest,confirmation of tickets and

other services of this kind.


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7. AIRPORT/TRANSPORT

GUEST ASSISTANCE- handles the transport of guests to

and from the airport or other transport

terminals


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8. BUSINESS CENTER

- handles all transactions inthe business center includingcomputer service, fax, email,

xerox, souvenir items, etc.


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Organizational chart of front officein large hotels

FRONT OFFICE ORGANIZATIONAL CHART.docx

FO ORGANIZATION IN SMALL LODGING ESTABLISHMENTS.docx
http://smb//tmp/sv3p2.tmp/FRONT%20OFFICE%20ORGANIZATIONA%20CHART.docxhttp://smb//tmp/sv3p2.tmp/FO%20ORGANIZATION%20IN%20SMALL%20LODGING%20ESTABLISHMENTS.docxhttp://smb//tmp/sv3p2.tmp/FO%20ORGANIZATION%20IN%20SMALL%20LODGING%20ESTABLISHMENTS.docxhttp://smb//tmp/sv3p2.tmp/FRONT%20OFFICE%20ORGANIZATIONA%20CHART.docx


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JOB DESCRIPTION OF FRONT

OFFICE PERSONNEL


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SEQUENCE OFFRONT OFFICE

SERVICE


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ocessing guests reservations

Reservation

clerk


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cumenting guest reservation

Desk Clerk


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Welcoming/g the door of his vehicle, unloading th

Doormanor

Bellboy


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ng to guest registration

Desk Clerk


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carrying his luggage, explaining ro

Bellboy


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g the room status chart

Desk Clerk


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and updating guest folio

Desk Clerk


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various forms of assistance like wake up

FO and Housekeeping St


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count, preparing billing statemCashier


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Bellboy

g guest for check out


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, giving clearance for checkoutCashier


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e guest, Bidding Goodbye

All Staff


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Handling rooms

reservationRESERVATION SECTION

is in charge of accepting andprocessing all reservations for roomaccommodations.

It also serves as communicationcenter as it handles inquiries on roomrates and arrangements.


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TYPES OF RESERVATION REGULAR RESERVATIONS refers to an agreement

that a hotel makes to hold aroom until cut-off date andtime. If the guest does not

arrive by that time, the roommaybe sold to other guests.


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CONFIRMED RESERVATIONS

applies when the terms ofreservation have been verified. Boththe hotel and the reserving partyagree on the dates, rates and billing

arrangement, room type and otherarrangements. This type ofreservation is confirmed to the guest

verbally or in writing through mail,email or fax.


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DOCUMENTS FOR

PROCESSINGRESERVATIONS


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2. Reservation slipS -all reservation slip are placed in the

Room Status rack, with a color code.

- it indicates the name of the guest andthe arrival date.

- a duplicate copy of the reservation slip

is filed alphabetically by last name of guest bymonth. This will served as trace filed.


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3.Hanging folder

- this is where the recordsof al corresponding letters

pertaining to guestreservations are kept Suchrecords are filed according to

the date of arrival.


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4. Individual reservation cards

- All records pertinent to eachbooking is contained in this card.This card is filled up by the

desk/reservation clerk and willserve as a basis for preparingdaily arrival list.

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44239230 Front Office Lecture Only

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