Front Office Operations PDF

# Front Office ## Concept * First impression * Reception * Social center * Control * Communication * Organization and Planning Front office is the image of the hotel and is the coordination and control center with other departments. ## Areas of Front Office * Reception * Concierge * Reservatio...

# Front Office ## Concept * First impression * Reception * Social center * Control * Communication * Organization and Planning Front office is the image of the hotel and is the coordination and control center with other departments. ## Areas of Front Office * Reception * Concierge * Reservations * Telephony * Cashier * Billing ### Reception Not only focused on accommodation but also on other services like: * Spa * Restaurant * Activities The check in and check out process is carried out during the stay. This is also related to concierge. Reception is usually called the heart of the hotel, given that it maintains communication with other departments, that operate at the hotel. ## Head of reception * Ability to be a leader * Knowing the characteristics and specific tasks * Managing the techniques of customer service with efficiency * Supervising pre-assignment of rooms, in conjunction with reservations * Interacting with other departments * Oversee the entrance and exit of guests and update the hotel software * Supervises costs, minimum stock, and inventory * Conducts training and meetings with the team * Works with HR ## Organizational chart of Front Office **Manager Front Office** **Reception** * Head of reception * Reservations * Receptionist **Concierge** * Head of concierge * Concierge **Other** * Telephony * Telephonist * Mailman * Porter * Valet Parking ## Organizational Chart of Reception **Reception** **Reservations (commercial)** * Concierge * Bellboys * Valet Parking **Reception** * Central * Audit * Telephony **Billing** * Main courante * Cashier **Check in example** * Personal information/ Registration info * Name * Last name * Passport number * Nationality * Date of birth * Phone number * Allergies/ illnesses * Guest companion details: * Name * Last name * Document ## Reception Department Roles * **3 Shifts**: * Morning (AM) * Afternoon (PM) * Night * **Check List** * Review the book of news and update it (towel personal has). * Always update the guest list. * Correct any extra service provided to the guest. * **Cashier Review** * Provide group information. * Always anticipate large group itineraries. * **Check in & Check Out** * Attention to arrivals and departures. * **Cashier Closure** * Always inform/ communicate the shift change. ## Organizational Structure (Reception) * **Reservations** * Walk in * Hotel information * Groups * Availability * Booking information * **Bodega (Storage)** * Calls/ * Provider visits * **Maintenance** * Corrective maintenance * **AABB** * Seating (organize the seats according to capacity) * Check-in list * Inspected: * Courses * Minibar * Laundry * **Forecasting** * Report occupation * **Lost and Found** * Boxes * Losses * **Food counting** * Restrictions * Allergies * Other ### Department of Reception **Front Office** * Reception counter * Cashier * Concierge * Bellboys * Guest relations * Guest services * Telephony **Back Office** * Reservations * Billing * **Bellboys**: * In charge of carrying luggage, providing hotel information, testing keys or electronic devices in the room. * **Concierge:** * Provides information to clients, indicating nearby establishments, contacting services, arranging transportation, and fulfilling requests. ## Reservation Department **Boss** **Executives of Reservations** **Execution of corporate reservations** **Execution of group Reservations** ### How the Hotel receives booking requests? * **Channel/ Source (4 main reservation distribution channels)** * Direct: Guest * Wholesale Operator: International or national * Retail Agency: International or national * OTA (Online Travel Agencies): Booking, Expedia, etc. ### Sales Process Steps * **Step 1: First response**: Fast response, with questions and proposals. Invitation to chat. * **Step 2: Quote**: Concrete proposal * **Step 3: Follow-up**: Review to estimate interest, identifying opportunities and intuition. * **Step 4: Tentative Reservation**: Set timelines, confirm commitment. * **Step 5: Confirmation**: Payment deadlines, pre-trip or pre-stay steps, information required. ## Booking Flow/Request Record * **Responded**: * Quoted * Tentative reservation (very important) - No payment has been made yet. * Confirmed - fully completed, not fully confirmed yet. * Canceled ### Essential reservation department functions. * Provide information according to the season offer. * Attend to reservations and register. * Control availability, rates, agreements, conditions, contracts, etc. * Issue the necessary information with other departments for proper operation. * Gathering statistical data (nationalities) * Collaboration on the determination of rates. ### Reservations provide information to other departments * **Reception**: * Communication and monitoring * Availability * **Housekeeping:** * Availability * Out of service * **AABB:** * Group reservation * Food references (allergies, etc.) * Advance guest reservation ## Relationship between departments **Reservations:** * List of reservations for arrivals * Availability list * Ordering services * Forecast check in of groups * Housekeeping * Forecast check in of groups * Forecast occupancy * Ordering services * Rooms requests and VIP's **Housekeeping:** * Ordering services * Breakfast * Cashier * Information about refunds, deposits, and down payments. * Sales * List of availability * Closed dates * Number of places ## Types of Programs/Plans * **Plan 1: European**: * Only accommodation without meals. * **Plan 2: Continental**: * European plan + breakfast. (coffee, tea, milk, butter, jam, toast, croissants, juice, orange juice) * **Plan 3: American** * Accommodation + breakfast + lunch (full board). * American buffet * Tropical buffet * **Plan 4: All-inclusive**: * Accommodation + breakfast + lunch + dinner + snacks. * Alcoholic and non-alcoholic beverages. * **Plan 5: Bed and Breakfast**: * Accommodation + breakfast (inns, hostels, etc.) * **Plan 6: Half board**: * Half board, accommodation + * Meals: dinner or lunch depending on the option. * **Plan 7: Family Press/Tip**: * Designed according to the clients' needs and interest. * **Plan 8: Private experience**: * Accommodation + all meals (All inclusive) * Private recreational activities. **Note:** Resorts and lodge hotels may include HB (half board) and FB (full board) plans, which include regular or private recreational activities. ## Guarantee of reservations * **Methods:** * Cash * Credit card: visa, Mastercard, Amex * Bank deposit * Letter of commitment/ contract * Current account/city ledger * Voucher * **Reservation status** * Confirmed * Tentative * Rejected/cancelled * Waiting list * Allocated * No show (did not show up) ## Overbooking Concept * When a hotel sells more rooms than it has available for a given night. * It can be caused by human error, the hotel system or a lack of communication between front office and housekeeping. * 5-7% occurs in overbooking. (overbooking sale). * **Verification:** * If overbooking happens, a check-in must be provided for the guest by accommodating the guest in a hotel connected to the company or giving them a refund for their booking. ## Booking Process * **Normally**: * Bookings are made online. * Some customers prefer to do it by phone or email to ask for availability or book the room. ### Booking service steps: * **Step 1**: Check for availability. * **Step 2**: Confirm room type and included services. * **Step 3**: Provide available rates depending on the category. * **Step 4**: Request the guest's details. * **Step 5:** Explain the steps to guarantee the booking. * **Step 6:** Thank the guest for their request. ## Web Check in * **Sign up for an online booking**: Website or application. * **Allows travelers to avoid the traditional check-in process (saving time and offering more comfort).** ### Check-in * **Step 1**: Deliver the registration card to the guest with the information entered. * **Step 2**: Confirm the information and request the guest's signature. * **Step 3**: Ensure they have completed the online check-in, simply confirm the information and signature. * **Step 4**: In case the guest completed the online process, do not ask for documents again. ## Walk In * When a guest arrives without a booking. ### Lost and Found * If an item is found: * Date and time of the finding * Room number of the finding * Guest name and last name * Item details * Details of who found the item. ## Housekeeping * **Housekeeping service**: * Cleaning and caring for the rooms and common areas of the hotel. * Organization and control of their area. * **The goal of the housekeeping service:** * Create a safe and comfortable environment for the guest. * **Basic requirements**: * Comfort * Security * Hygiene ## Housekeeping Department diagram **Department** * **Head of Housekeeping** * Housekeeping Division Manager (room division manager) * Head Housekeeper * Public Area Supervisor * Laundry supervisor * Cleaners **Areas of responsibility** * **Laundry**: * In charge of washing and ironing white linen (used in the kitchen and bathrooms), tablecloths, laundry for staff, and guest laundry. * **Linens Room**: * Reception, classification, and storage of linen. * **Linen room**: * Reception, classification, and storage of linen. * Standardisation. * Storage. * Linen: * Staff uniforms * Sewing. ## Functions and Responsibilities Housekeeping: * **Strategy** * **Tactic** * **Operational** * **Quantitative**: * HR, Capex (fixed costs), Opex (operating costs) * **Qualitative**: * Service **Housekeeping Position Profile**: * **Position**: Floor Supervisor/ Floor Manager. * **Knowledge**: * Know the characteristics of the position. * Focus the service on quality. * Manage customer service with efficiency. * Know the service techniques. * Attend to the client. * **Skills**: * Recognize the specific functions of the position and the tasks. ## Housekeeping Tasks * **Head of Housekeeping** * Supervising cleaning staff for rooms, lounges, common areas. * Inventory control and supplies. * Planning and organization. * Quality control and compliance with standards. * Problem management and conflict resolution. * Training and staff development. * Shift planning. ## Relationships between departments - **Front Office**: * Check in * Occupancy * Check Out - **Housekeeping**: * Maintenance * Corrective maintenance * Out of serial * Necessary changes * Not affecting the inventory * Out of order * Unexpected changes (changing the faucet) * Affecting the inventory. - **AABB**: * Courtesy/ amenities * Room service. ## Work organization - **3 distribution methods of personnel:** 1. **Centralized**: * Assign housekeepers to the same floor or room section. * **Benefits**: * Speed * Competition * Control * Security * Guests attention * Competitiveness * **Disadvantages**: * Lack of equity in the distribution of tasks 2. **Decentralized**: * Daily rotation of tasks for all housekeepers. * **Intention**: * Housekeepers learn all the areas. * **Disadvantages**: * Not organized * Not focused * Difficult to audit who the staff is doing the work. * Doesn't allow timely evaluation. * Poor guest recognition. 3. **Mixed**: * Tasks are assigned in different areas. ## Working routine ### Morning Shift 1. Employees enter through the personnel entrance. 2. They cannot bring valuables with them. If so, they will be stored securely. 3. Obtain uniform from the laundry room. 4. Clock in with the uniform on. 5. Obtain the room report. 6. Obtain instructions and check the stock of cleaning materials. 7. Prepare cleaning supplies. 8. Carry out the cleaning tasks accordingly. 9. Thoroughly inspect the room and ensure everything is perfect. 10. Communicate to reception the availability of rooms. 11. Clean rooms that have been checked out. 12. Prioritize cleaning rooms that have a "Clean" sign or have special requests. 13. Reception informs if there are any items in the minibar. 14. Make sure that guests do not leave anything behind. 15. Open the safe to verify that there is nothing left inside. 16. Remove dirty linen. 17. Place it in a laundry bag. 18. Only perform minor maintenance tasks. ### Afternoon Shift 1. Follow the same routine as the morning shift. 2. Pay attention to the signs that had "Do Not Disturb" signs during the morning shift. 3. Late check-in rooms. 4. Guests who are leaving ahead of schedule. 5. Overstaying guests: communicate with housekeeping and reception. 6. Day guest rooms. 7. Prepare the beds for the night. ### Cleaning services * **Daily cleaning:** 20-25 minutes * **Check out:** 15-20 minutes * **Opening:** 7:10-15 minutes * **Linen change:** 15 minutes ### Additional Concepts * **TPS**: Turn down service (preparing for rest) * **Triple Sheeting**: Sheet over the mattress, under the duvet (high quality cotton). * **Stock:** * Minimum: linens, laundry room, white linen stock. * Ideal: linen, laundry, rooms, white linen, storage, linens. ## Rooms report models * **Room reports or room movement**: Can have different layouts. The hotel will design the reports according to its needs. * **Software**: * Opera * Hotel manager * Cloud beds * Suitech * Little hotelier * Grophotel * WinHotel * etc. * **Time saving**: The system keeps all information available.