Hotel Front Office Operations

• Front office personnel are the initial point of contact for guests and potential customers, shaping their first and lasting impressions of the hotel.

Front Office Functions

• The front office serves as the central hub of the hotel.
• It manages guest information, sells rooms, registers guests.
• It handles room assignments, coordinates services.
• It provides information, monitors room status and guest accounts, produces statements, and manages financial transactions.

Essential Traits of Front Office Staff

• A positive attitude towards the job and the hotel is crucial.
• Staff must recognize both positive and negative aspects of the job.
• Maturity and sound judgment are important.
• They should presents a professional image.
• Staff should maintain composure in challenging situations.
• Sensitivity to guest needs and adaptability to different guests are valued.
• They should respond intelligently and practice effective listening.
• A friendly and pleasant demeanor, including smiling readily, exhibiting cordial behavior, and being a people person, are essential.

Key Points for Front Office Staff

• Maintain eye contact.
• Smile while speaking to guests.
• Stand up straight and avoid slouching.
• Maintain a clean, neat, and tidy appearance.
• Use a pleasant tone and speak clearly.

Guest Satisfaction

• To satisfy and delight guests, their overall experience must meet or exceed expectations.

Guest Expectations for Accessibility

• Guests expect prompt and efficient service.
• Staff must answer inquiries and address needs within a reasonable timeframe.

Courtesy

• Guests expect professional treatment.
• Guests expect their property to be handled with care and respect.
• A courteous and kind manner is especially important in difficult situations.

Empathy

• Understanding guests' perspectives is fundamental to guest-oriented service.

Job Knowledge

• Guests expect honest answers and assistance, even when escalating issues to supervisors or other departments.
• Staff should avoid long delays.

Consistency

• The same courteous treatment or answer should be given to all guests, regardless of the staff member.

Teamwork

• Guests should not be affected by issues between staff or departments.
• Guests do not want to be passed from one staff member or department to another.

Front Office Manager Responsibilities

• Prepares room occupancy forecasts and checks current occupancy levels.
• Prepares the budget for front office activities.
• Inspects the appearance and service of front office staff.
• Adresses any deficiencies.
• Leads the front office team.

Assistant Front Office Manager

• Supports the Front Office Manager and substitutes in their absence.

Front Desk Manager

• Supervises front desk operations.
• Ensures guest needs are met with excellent service.
• Trains and manages the front desk team.
• Responds to guest complaints and implements service recovery.

Front Desk Supervisor

• Oversees front office operations, specifically guest registration.
• Creates staff schedules to maintain hotel operations.

Front Desk Agent

• Registers guests.
• Processes check-ins and check-outs.
• Handles guest cashiering duties.

Telephone Operator

• Answers incoming and outgoing calls.
• Transfers calls to the right departments.
• Provides answers to guest questions and passes on their requests.
• Helps with both internal and external calls.

Chief Concierge

• Supervises the Concierge team and makes sure they are doing their jobs well.
• Supervises and trains staff.
• Handles the Concierge's budget and any third-party contracts.

Concierge Supervisor

• Helps the Chief Concierge and fills in when they are gone.

Concierge Clerk

• Handles clerical tasks for the Concierge.
• Coordinates and sets up guest requests for transportation, errands, etc.
• Talks to guests and answers questions clearly, both inside and outside the hotel.
• Handles and passes on requests for help from guests.

Airport Representative

• Transports guests to and from the airport or other transportation hubs.
• Helps guests or potential guests at the airport.

Bellman/Door Attendant

• Welcomes guests at the hotel entrance.
• Helps guests with their luggage when they check in and check out.
• Runs errands for guests.

Be Hospitable Acronym

• Help, Observe, Serve, Personalize, Impress, Thank, Anticipate, Befriend, Listen, Engage

Hotel vs. Accommodation

• Hotels offer comprehensive guest-oriented amenities like food, housekeeping, concierge, recreational facilities, and meeting rooms.
• Hotels are classified using the "hotel star rating system."
• Accommodations broadly include any facility providing shelter and related services, encompassing serviced and non-serviced options.

Accommodation Types

• Hotels, Motels, Hostels, Resorts, Apartels, Bed & Breakfasts, Guest Houses, Vacation Rentals

Hotel Classifications by Number of Rooms

• Under 150 Rooms: Rizal Park Hotel (107), Maxwell Hotel Cebu (72)
• 150-299 Rooms: The B Hotel (150), Red Planet Manila Bay (150)
• 300-600 Rooms: Marco Polo Manila (316), Shangri-La The Fort (576)
• More Than 600 Rooms: Okada Manila (1001), Newport World Resorts (1574)

Largest Hotel

• The Grand Westside Hotel - features 1,530 rooms.

Hotel Classifications by Target Market

• Commercial hotels are located in business districts and primarily serve business clients.

Hotel Classifications by Stay Length

• Transient Hotels, also known as Airport Hotels, offer accommodations for relatively short stays near airports or major travel hubs.

Other Hotel Types

• Suite Hotel: Rooms have separate bedroom, living room, and kitchen.
• Residential Hotel: Suite type for long-term guests.
• Resort Hotel: Scenery and activities are unavailable elsewhere, typically for vacationers.
• Bed and Breakfast: Small operation that includes breakfast for guests.
• Condominium Hotels: Time-share.
• Casino Hotel: hotel with facilities for gambling.
• Conference Center: Designed to handle group conferences.
• Cruise Ships: Offer amenities like resort hotels or conference centers.

Hotel Rating Systems

• Classify hotels based on physical traits and service quality.
• Group similar accommodations into categories.
• Classification by governments, organizations, or private groups.
• Protects quality.

Philippine Hotel Code of 1987

• Economy Class: Comparable to basic accommodations.
• Standard Class: Good level of accommodations.
• First Class: Upscale in all areas.
• Deluxe Class: Luxury and sophistication.

Five Star Grading System

• Arrival & Departure, Public Areas, Bedroom, Bathroom, Food and Beverage, Amenities and Services and Business Practices
• One Star: 25-40% Achievement, Limited services
• Two Stars: 40-55% Achievement, More than basic accommodation
• Three Stars: 55-70% Achievement, Very good level
• Four Stars: 70-85% Achievement, Upscale in all area
• Five Stars: 85-100% Achievement

International Hotel Standards

• Location: Downtown, Suburban, Resort, Airport, Motel
• Inventory (no. of rooms): Small(<25), Medium(26-100), Large(101-300), Very large(301-1000), Mega(>1000)
• Affiliatiion(ownership): Chain, and independent properties
• Length of stay: Long staying guests

Hotel Room Types

• Standard Hotel Rooms: With built-in bedroom and bathroom
• Minimalist Hotel Rooms : Focused on property's communal spaces
• Deluxe Hotel Rooms - Usually larger and more expensive than standard rooms
• Studio Hotel Rooms - Usually larger and more expensive than standard rooms
• Connecting Rooms - 2 rooms with connecting doors
• Suites - With separate spaces: May have a separate living room, bedrooms, and kitchenette

Hotel Meal Plans

• American Plan: full board meals
• Modified American Plan: half board meals
• Continental Plan: buffet breakfast only
• European Plan: room only