Front Office Operations PDF

College of Hospitality Management First Semester A.Y 2024-2025 MODULE 1 (PRELIM) INTRODUCTION TO FRONT OFFICE OPERATION Introduction In this modul...

College of Hospitality Management First Semester A.Y 2024-2025 MODULE 1 (PRELIM) INTRODUCTION TO FRONT OFFICE OPERATION Introduction In this module it describes how important the front office department in one hotel. Every hotel needs to have a front office or reception to receive the visitors. Front office department is the face and as well as the voice of a business. I. Objectives At the end of the course, the student should be able to: Discuss the significant of front office operation in hotel and hospitality management Discuss the activities in each guest cycle stage of a hotel Identify the front office personnel and their duties Enumerate the different type of room, tariff and hotel clients Differentiate the types of hotels II. Lecture 1.1 Introduction of Front Office The Front Office Department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. This is an area where visitors arrive and encounter a staff at a place of a business. Broadly speaking, the Front Office includes roles that affect the revenues of the business. It receives information about the customer and will then pass this on to relevant department within the company. Why Front of the house activities are important? - Front office department is responsible for creating first impressions regarding the level of services and facilities provided throughout the guests’ stay. - Front office has a special responsibility for dealing with guests’ problems and complaints - Front office is the communication hub of the hotel (information is exchanged by and with all other departments). - Front office is the administrative hub of the hotel, where reservation are logged, room allocations are planned, room status is monitored, guest bills are prepared, payments are processed, records are kept, information displays are maintained; etc. - Front office department is the first and last department where a guest interacts. The three main function of the front office - The key functions of the front office department in a hotel are: 1. Transactions - Transactions are activities related to receiving payments. 2. Guest services - Guest services include reservations, customer service, check-ins, and check-outs. 3. Communication - Communication refers to handling phone calls, emails, etc. Working on Shifts - A small hotel or guest house may shut down its front office overnight, leaving an “out of hours” or “emergency” contact number for late arrivals or guests with problems during the night. - A large hotel, front office staff will be available to meet guest needs 24 hours per day. Most back office department will operate normal or extended office hours: reservations will tend to be concentrated within business hours, and billing and cashiering activity in the early morning (posting of last-minute charges), middle of the day (lunchtime posting and banking of takings) and evening (opening bills for new arrivals). Three main shifts in Front Office department Morning Shift - 7:00 a.m – 3:00 p.m Evening shift - 3:00 p.m – 11:00 p.m Graveyard Shift - 11:00 p.m – 7:00 p.m THE GUEST CYCLE STAGE Guest Cycle Stage - Hotel guest cycle describes the stages people go through when planning and embarking on their travels. It includes everything from the moment a consumer has the idea for a trip all the way through to the post-departure period. Pre-Arrival - Reservation Arrival - Registration - Room assignment - Issuance of room key - Baggage handling In-House - Mail and message handling  - Maintenance of guest account - Paging and travel assistance - Safe deposit, currency exchange Departure - Preparing the guest bill - Settlement of guest account transportation - Future reservation Front Office Personnel and their Duties 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. Front Desk/Receptionist - To handle all check-ins, check-outs, and reservations. - Greet hotel guests; answer any questions or concerns - Provide an outstanding guest experience - Maintain an orderly front desk - Operate computer programs and multi-line phone systems - Maintain guest records and book reservations - Complete basic cashier and bookkeeping responsibilities - Contact necessary staff to solve problems when challenges arise, ensuring guest comfort Bell Boy - Handling guest luggage at the time of arrival and departure. - Escorting guests to their rooms on arrival. - Familiarizing guests about safety features and in-room facilities. - Locating a guest in a specified area of the hotel. Cashier - Receiving payment - Balancing guest account - Opening and maintaining the guest folios - Recording all credit charges in guest folios - Preparing bills at the time of check-out - Handling credits/debit/charge cards for the settlement of a guest account - Administer the safe deposit system - Handling foreign currency Door Attendant - Open the doors of guests’ vehicles on their arrival in the hotel. - Help bell boys in lifting luggage - Open the hotels’ entrance door for guests. - Coordinated with parking attendants for parking guests’ vehicles in the hotels’ parking area. Night Audit - Preparing the night audit report. Check-in and check-out guest who arrive or depart after 11:00 pm - Checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records. Tracks room revenue, occupancy percentages, and other front office operating statistics. - Prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Posts room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier. - Posts room charges and taxes to guest accounts. - Processes guest charges voucher and credit card vouchers. - Post charges to the guest accounts that have not been posted or were incurred on the night audit shift. - Checks to see that all charges are assigned to the appropriate departments. - To verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing. - Prints up and files reservations for the next business day. - Verifies all account postings and balances. - Verifies that room rates are correct and posts those rates to guest accounts. - Monitors the current status of coupon, discount, and other promotional programs. - Summarizes results of operations for management. - Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information Concierge - To serve as the guest liaison with both hotel and non-hotel attraction, facilities, services and activities. - Develop a strong knowledge of the hotel’s facilities and services and of the surrounding community. - Provide guests with directions to attractions or facilities in or outside the property. - Provide guests with information about attractions, facilities, services and activities in or outside the property. - Make guest reservation for air or other forms of transportation when requested obtain necessary itinerary and tickets. - Make guest reservations the theater and other forms of entertainment when requested; obtain necessary tickets and provide directions to facilities. - Organize special functions as directed by management. - Arrange secretariat and other office service. 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 reservation doc. - Confidently provide the guests with accurate information regarding the hotel facilities, room rates, promotions and room types available. - Handle all special reservations, to include VIP Telephone Operator/ PBX (private branch exchange) - 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 - Operating hotel paying system - Direct incoming calls to the desired extension. What Is Required of a Front Office Employee? - Hotel management will look for several key qualities in front desk employees. A friendly, hospitable demeanour is one of the more obvious traits. Perhaps more important are abilities like multitasking, remaining calm under pressure, and the ability to cope with long hours without flagging. Front desk employees also need a wealth of tact and consideration, as they may be called upon to handle delicate situations with diplomacy. - Conflict resolution is a vital skill, as is the ability to balance the guest’s needs with the hotel’s best interests. Tact and diplomacy involve striving to understand people, to empathize with their needs and feelings. It’s not enough to simply be a people-pleaser, which can result in over- promising. Staff working in the front office department of a hotel must always be able to approach guests with courtesy, professionalism, and integrity.  Key Requirements of a Front Office Employee Examples of Tasks and Key Requirements Description Responsibilities – Greet guests warmly upon arrival. Provide excellent service, welcome guests, – Assist with check-in and Customer Service address inquiries and resolve issues check-out. professionally. – Respond to guest requests and resolve complaints. – Handle reservations and room assignments. Manage reception duties, check-in/out, Efficient – Maintain accurate guest administrative tasks, and multitask for a Operations records. seamless guest experience. – Process payments and invoices efficiently. – Communicate clearly and courteously with guests. Possess strong communication skills to – Collaborate with Effective interact with guests and colleagues and housekeeping for room Communication promote hotel services. readiness. – Promote amenities, upselling when appropriate. Different types of Rooms, Tariff and Hotel Client Types of Rooms Standard: This type of room has a double bed and is meant for 2 persons. Lanai: This room has a good view as it generally has a balcony overlooking a garden or scenic beauty. Such rooms are generally there in resort hotels. Deluxe: Deluxe rooms are even larger, with more luxury features such as a separate sitting area or balcony. Suite: Suites are the most spacious and luxurious. This type of room consists of a drawing room which is connected to one or more bedrooms. It has many extra facilities (expensive furniture, complimentary fruit basket, chocolates, kitchen facilities etc.) in comparison to other rooms. It is expensive as compared to other rooms. Penthouse: This type of room consists of a set of rooms situated at the top most level of the hotel. It has an open view of the sky.  Adjacent: These are 2 rooms with private connecting doors. These doors permit access between rooms without going into the corridor. Presidential Suites: A presidential or executive suite emphasizes comfort and luxury above all else and is often the most expensive room at a 5-star hotel. A presidential suite will vary based on each hotel but it has more space, nicer décor, and more amenities and services than a regular suite. In addition, it includes extra amenities and services that provide a better and more comfortable experience, such as arge work desks, a hot tub bath, fireplaces, prep kitchens, fitness rooms, a private pool, and 24/7 housekeeping or butler services. Security in and around these rooms is often increased because the guests who book them may be high-profile public figures. Different Room Tariffs The term tariff basically means ‘rate/charge’ and when it is applied to hotels, it means room rate. There are different types of room tariffs e.g. corporate rates, government rates, group rates etc. If a hotel room is not sold on a particular day that revenue is lost forever. Therefore different room tariffs have to be set. Room tariffs are decided by the management of the hotel. The following are the various types of room rates: 1. Corporate Rate: This rate is offered to companies who send their executives for meeting to other cities. Usually a discount of 10-20% on the standard room rate is offered as part of corporate rate. 2. Crib Rate: This rate is offered to families who have a child below 12 years of age with them. An extra bed called ‘crib’ is provided for this purpose. 3. Group Rate: This rate is offered by the hotel to those travel agents who make a group reservation at the hotel. A group usually has a minimum of 15 people. 4. Tour/Travel Agent Rate: This rate is offered by the hotel to travel agents who make individual reservations at the hotel. Usually travel agents get discounts from hotels because they give bulk business to hotels in the form of many reservations. 5. Seasonal Rate: This rate is offered by hotels when they have high business during the peak tourist season. 6. Off Season Rate: It is meant to attract guests during the low season. 7. Government Rate: This rate is offered to government officials who travel for official work. 8. Airline Rate: This rate if offered to the staff of different airlines as they have to stay in different cities/countries during their duty. 9. Complimentary Rate: This rate is offered to V.V.I.P.’S or other people who might be important for a hotel’s image. Basically, it is meant for providing rooms for free. Types of Hotel Clients - For purposes of designating room rates, hotel patrols maybe classified as follows: 1. Walk in Guest - refer to those who come unannounced, looking for rooms. 2. Corporate Accounts - apply to companies or institutions, usually with special credit arrangements in the hotel. 3. Associations are groupings of individuals or groups for a common purpose or goal, sharing ideas, hobbies, beliefs, and other lots of things. These associations make use of hotel services for live in seminars, conventions and special events. 4. Travel Agencies - most of this agencies have pre-arranged bookings of their tour groups in a hotel of their choice. 5. Government Institutions/Offices - some have special booking or credit arrangements with the hotel. 6. Free Independent Travelers (FIT) - refer to tourist or travelers traveling alone. 7. Educational Institutions - refers to schools and training centers. 8. Balikbayan - refer to returning or visiting Filipinos who are residing or working abroad. Eight Different Types of Hotels 1. Full-Service Hotels - are a distinctive category within the hospitality industry, offering a comprehensive and upscale lodging experience. - These establishments cater to travellers seeking a place to stay with full-service accommodation and a luxurious package that envelops them in comfort and convenience. 2. Boutique Hotels - This often characterized by their intimate size, distinctive character, and personalized approach to hospitality, offer a guest experience that is far from the ordinary. - Boutique hotels are not concerned with mass appeal but revel in their niche status. They tend to be smaller in scale compared to their industry counterparts, i.e., large chain hotels. This intimacy allows them to create a unique ambiance, often reflecting the local culture, history, or a particular theme that resonates with the establishment. 3. Budget-Friendly Hotels - as the name suggests, budget hotels are tailored to offer cost-effective lodging solutions. They recognize that not every traveler’s wallet is bottomless, and they provide a reliable and practical alternative to more expensive accommodations. - However, their affordability doesn’t translate to a lack of quality. Instead, budget hotels are adept at providing essential services and comfortable stays without the frills that often accompany higher-priced options. 4. Luxury Hotels - are defined by their opulent amenities, exquisite design, and impeccable service. From lavish suites adorned with the finest furnishings to gourmet dining experiences that tantalize the taste buds, every aspect is carefully curated to provide guests with the utmost comfort and indulgence. - What sets luxury hotels apart is their commitment to delivering exclusive experiences. These may include personalized butler services, private spa treatments, or even access to secluded beaches or ski resorts. 5. Resort Hotels - Nestled in stunning locations worldwide, resort hotels invite travelers with the promise of relaxation and peace. These special places are more than just somewhere to sleep; they’re created to give guests a full vacation experience that helps them relax and feel refreshed. - One of the defining features of resort hotels is their breathtaking locations. Whether perched atop a lush hillside, nestled on a sun-kissed beach, or surrounded by dense forests, these hotels provide guests with access to some of nature’s most awe-inspiring beauty 6. Business Hotels - In the fast-paced world of modern business, time is of the essence, and convenience is a prized asset. This is where business hotels step into the spotlight. These hotels are carefully tailored to meet the unique needs of professionals on the go, offering a seamless blend of comfort, connectivity, and efficiency. - One of the defining features of business hotels is their strategic locations. Typically situated in the heart of bustling business districts, near major corporate offices, or close to transportation hubs like airports, these hotels understand the value of proximity. - Business hotels are not just about location; they are about enhancing productivity. These establishments offer a range of work-friendly amenities, such as well-equipped meeting rooms, high- speed internet access, and ergonomic workspaces in guest rooms. This means that guests can seamlessly transition from business meetings to work sessions, all within the same comfortable environment. 7. Extended-Stay Hotels - When travel plans extend beyond a few days or even weeks, the need for a home away from home becomes apparent. This is precisely where extended-stay hotels step in, offering a unique blend of comfort, convenience, and affordability for travelers with longer journeys. - At the heart of extended-stay hotels are their spacious suites. These suites are not just rooms; they are thoughtfully designed living spaces equipped with everything you need for a comfortable extended stay. - You’ll find fully equipped kitchens, separate living and sleeping areas, and ample storage space. Whether on a work assignment, relocating, or exploring a new city, these suites provide the space and amenities you need. - One of the defining features of extended-stay hotels is their ability to create a sense of home. They offer the freedom to cook your meals, do your laundry, and settle in as if it were your own space. This flexibility can be a game-changer for those spending an extended period away from home. 8. Eco-Friendly Hotels - As the world becomes increasingly aware of the environmental challenges we face, the concept of sustainability has gained significant traction in various industries. In the hospitality industry, eco-friendly hotels have emerged as beacons of responsible tourism and environmental conservation. - Eco-friendly hotels are characterized by their commitment to reducing their carbon footprint and minimizing their impact on the planet. They’re not just places to stay; they are pioneers in sustainable practices and green initiatives. - One of the most noticeable aspects of these hotels is their eco-conscious infrastructure. They often incorporate energy-efficient lighting, heating, and cooling systems, as well as water-saving fixtures to reduce resource consumption. Some even use renewable energy sources like solar panels to power their operations. - Waste reduction is another critical facet of their sustainability efforts. Eco-friendly hotels actively promote recycling and composting, aiming to divert waste from landfills. They frequently collaborate with local suppliers to source organic and locally grown products for their restaurants, reducing food miles and supporting the community. - Water conservation is also high on their agenda. Many eco-friendly hotels employ advanced water- saving technologies and encourage guests to participate in conservation efforts by reusing towels and linens during their stay. - Moreover, these hotels take part in wildlife conservation and habitat preservation projects in their vicinity. They often have partnerships with local organizations dedicated to protecting the environment, allowing guests to contribute to these efforts during their stay. Phonetic Alphabet used in Hotel and Tourism Industry - Phonetic alphabet is used to ensure that the letters are clearly understood even when speech may be hard to hear. The phonetic alphabet is used in most areas of the travel and hospitality industry.  College of Hospitality Management First Semester A.Y 2024-2025 MODULE 2 (PRELIM) Hotel Department Introduction In this module it describes the every department that performs in various function, coordinate and interact for a smooth day to day operations. I. Objectives: Enumerate the department of hotel Discuss the responsibilities of every Department II. Lecture Classification of Functional Area: Revenue Vs. Support Centers Revenue Centers – those that sells goods or services to guests, thereby generating revenue for the hotel (front office, food and beverage outlets, room service and retail stores). Support Centers – these do not generate direct revenue, but provide important backing for the hotel’s revenue centers (housekeeping, accounting, engineering and maintenance, and human resources division). Front of the House Vs. Back of the House Front of the House – areas that involves guest and employee interaction (front office, restaurants, and lounges). Back of the House – areas where interaction between guests and employees is less common (housekeeping, engineering and maintenance, accounting, and human resources). The Main Department in a Hotel - The hotel is a highly complex operation where several departments function, coordinate and interact for a smooth day to day operations. - In order to run the hotel as a functional unit, there are several departments in a hotel which work and coordinate together and the major departments of the hotel are: 1. Front Office Department - This department performs various functions like reservation, reception, registration, room assignment, and settlement of bills of a resident guest and the front office department is considered as the nerve centre of a hotel.  - The front-office staff welcome the guests, carry their luggage, help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out. In fact, the only direct contact most guests have with hotel employees, other than in the restaurants, is with members of the front-office staff. 2. Housekeeping Department - The housekeeping department is responsible for the cleanliness, maintenance, and aesthetic upkeep of room, public area, back areas and surroundings in a hotel and for the immaculate care and upkeep of all guest rooms and public spaces at all times. - The staff in this area have an eye for detail and a commitment to the training, development and motivation of a diverse group of talented employees. It is the service and cleanliness that really make an impact on our guests and determine whether they will return and also recommend the hotel to others. 3. Food and Beverage Service Department - This department looks after the service of food and drinks to guests. The Food which is made in the Kitchen and Drinks prepared in the Bar to the Customers (Guest) at the Food & Beverage premises. Some examples of the food and beverage outlets are Restaurants, Bars, Hotels, Airlines, Cruise Ships, Trains, Companies, Schools, Colleges, Hospitals, Prisons, Takeaway etc. 4. Kitchen or Food Production Department - All the food and beverages that are served to the hotel guest is prepared in the kitchen. Culinary preparation, as an art and science in the modern kitchen, required more than just a knowledge of food being prepared and the methods of preparation. - It is through a knowledge of basic skills, terminology, and rules of the kitchen that a final goal, preparation and service of quality is achieved in the hotel kitchen. 5. Engineering and Maintenance Department - The engineering department is responsible for repairing and maintaining the plant and machinery, water treatment and distribution, boilers and water heating, sewage treatment, external and common area lighting, fountains and water features etc. Also, it looks after the maintenance of all the equipment, furniture and fixture installed in a hotel. 6. Accounts and Credits Department - This department maintains all the financial transactions. Accounting departments typically handle a variety of important tasks. Such tasks often include invoicing customers, accounts receivable monitoring and collections, account reconciliations, payables processing, consolidation of multiple entities under common ownership, budgeting, periodic financial reporting as well as financial analysis. - Also common are setting up adequate internal controls for all business processes (to prevent theft/misappropriation of assets), handling external audits and dealing with banks in order to obtain financing. Taxes are sometimes handled by accounting departments in house, but this work is often contracted to outside tax accountants. 7. Security Department - The security department of a hotel is responsible for the overall security of the hotel building, in-house guests, visitors, day users, and employees of the hotel, and also their belongings. 8. HR Department - Human Resource department is responsible for the acquisition, utilisation, training, and development of the human resources of the hotel. - The role of the HR department also has to do with the administration of an impartial and internal justice system which will promote transparency and openness in organisational communication. The Human resources department also serves as a progressive voice in a common system and strives to ensure competitiveness in the conditions of service for staff. 9. Sales and Marketing Department - The major role of the sales and marketing department is to bring business and also to increase the sales of the hotel’s products and services is the major task of the department. 10. Purchase Department - The purchase department is responsible for procuring the inventories of all the departments of the hotel. 11. Information Technology (IT)/ systems - The information technology department is responsible for the day-to-day support of IT system, business systems, office systems, computer networks, and telephony systems throughout the hotel. - Additional responsible for information technology issues, products and services at the property. Provides user training and support of all property/site systems. Network enhancements, hardware and software support etc.  College of Hospitality Management First Semester A.Y 2024-2025 MODULE 3 (PRELIM) Front Office Management - Communication Introduction - This module describe the importance of relationship and communication of front office with the other departments. As the front office is responsible to sell the hotel accommodations, it is a major driving force for generating revenue. Hence, communication within and out of front office department needs to be vibrant and positive. I. Objective Role of Front Office Department with; - Housekeeping department - Food and Beverage department - Account department - Sales and marketing department - Security department - Maintenance department - Sport and recreation Centre - Customer service department II. Lecture Importance of Front Office Communication - Front office department is responsible for communicating with all other departments in the hotel as well as different sections within the department. To get the front office jobs done successfully, the front office staff members need to communicate with their peers as well as the colleagues and subordinates. - Within the department, the staff of front office communicate with each other to provide the best possible guest services such as reserving accommodations, registering guests, managing accounts, handling guest mail, and personalized guest services. Interdepartmental Communication - Front office interacts with various department since the guest inquire about reservation through the entire guest cycle up to the guest’s departure. - To ensure guest stay is satisfactory or their visit is a pleasant one, effective interdepartmental communication is vital. 1. Communication with Housekeeping Department - As room generates maximum revenue for hotels, the information about the room status should be updated correctly and frequently. - The front office department must closely coordinate on room status - The housekeeping department prepares an occupancy report which is sent to the front office department - The report must be tallied with room status records of front desk. The Room Status Reports Help to; Update room status Find sleepers Know the exact house count Charge the guest if any person has occupied the room Coordinate the guest room charge Security Concerns The housekeeping department should inform the front office about any unusual circumstances that may indicate a violation of security for the hotel guests. Special Arrangement Guests may requests for additional or special amenities during their stay Front desk should be immediately conveyed to the housekeeping department. 2. Communication with Food and Beverages Department - The front office department inform the food and beverages department about the arrival and departure of the guest. - It help F&B department to plan their work schedule and staff requirement. - It also notified the food and beverages department about special food arrangement and parties. - Other than that, F&B department needs front office staff to provide information to guests about operating hours, menu and location in the property. 3. Communication with Accounting Department - Accounting department is an important support department for the front office since a large number of transaction with guests happen at the front desk every day. - During the guest stay, they use hotel facilities such as bedrooms, restaurant, laundry and room service. Charge will be made for the services and facilities that the guests uses. All transaction will be recorded by the cashier at the front desk. - The night auditor provides a daily summary of financial transactions to account department. - It will helps accounting department to make budgets and to allocate resources for the current financial period. - The front desk also provide the financial data for billing and maintenance of credit card ledgers. 4. Communication with Sales and Marketing Department - Front office can benefit from all the activities carried by sales and marketing and public relation because it can increase their room sales. - Marketing strategies made by the sales and marketing department depend on the guest history record by the front office. The history record of frequent and corporate guest is needed so as to create an effective promotion approach to past and potential guests. - The sales and marketing executives may have to check the availability of rooms, 3 months, 6 months or even 12 months in future to devise marketing strategies for off season period. The front office department coordinate with sales and marketing department in terms of; - Guest histories - Room reservation records - Current room availability status - Group, corporate and crew bookings - Setting the transient and bulk room sales. 5. Communication with Security Department - Front office handles large amount of cash and guest assets. Security department provides protection for guests, hotel staff and properties. - The security department provides surveillance and access located near the front desk and guest rooms. - Surveillance is normally done through hidden circuit camera and positioning security guards at various hotel entrances. - Improved Security by the security department can reduce criminal threat from outside. The security staff will also handle all criminal acts caused by the guest or staff. 6. Communication with Maintenance Department - Front office department will handle various complaints from the guests and staffs of the hotel. Thus, front office department and maintenance communicate on requests for maintenance service and room status. - Maintenance is responsible for maintaining the appearance of the exterior and interior of the hotel and also responsible for swimming pool sanitation. - Front desk staffs are responsible to monitor the log book so that the problems will be review by the maintenance personnel. 7. Communication with Sport and Recreation Centre - Guest who wants to used sport and recreation facilities will makes booking to the front desk.  - Front desk will liaison sport and recreational department to inform the requests. - Other than that, sport and recreation department needs front office staff to provide information to guests about operating hours, sport and recreation facilities available and location in the property. 8. Communication Customer Service Department - Normally, customer service department consist of concierge, bell desk and valet parking - Concierge also will become a personal helper to the VIP - Front Desk will inform concierge to handle about the guest request such theater, tours, entertainment, etc. - Front Desk will communicate to bell desk to handle the guest luggage at the time of arrival and departure, escorting guests to their rooms on arrival, posting the guest mail and etc. - The parking garage manager/valet parking will prepared a daily report of parking service and send to front office department for updating in guest account. -  College of Hospitality Management First Semester A.Y 2024-2025 MODULE 4 (PRELIM) Forecasting Introduction; This module is about the process of making predictions of the future based on past and present data and most commonly by analysis of trends. I. Objectives; Discuss the importance of forecasting Identify what are the decision needs to do. Discuss the tips how to forecast. II. Lecture Why forecasting important in the hospitality industry? Forecasting helps give businesses a better understanding of how they can expect to perform. Using seasonal trends, historical data, local event knowledge and other insights, business operators can make more accurate predictions of performance. Use of Forecasting Techniques – this is a technique used to provide information on what occupancy levels are forthcoming. This means that forecasting, in essence, is giving information on how busy the hotel will be. This forecast of the reservations department incorporates group and transient data important in the provision of overall picture of the sleeping room activity. This technique then may impact on the following which are very important in management decision-making process: Allocation of Asset – with the use of forecasting technique, hotels can predict from the forecast the demands they will need to place in their infrastructure. One good example of this is how the depreciation of high occupancy will affect the renovation cycle of the sleeping rooms. Levels of Staffing – with the demand of the industry, forecasting allows proper staffing. It aids in anticipating required staffing levels in order for the demand to be met. Without forecasting, problem may arise in the future like shortage of manpower or the other way around, which the rooms division manager would not want to happen as one of its duties is to manage and control operations. Availability of Inventory – forecasting also helps in reminding every concerned department on the type of inventory each of the department needs to keep on hand. This in turn creates awareness on the task that each group should undertake to ensure smooth flow of hotel operations. Forecasting Techniques Business forecasting and planning can be conducted by either quantitative modeling methods or qualitative modeling methods 1. Quantitative Techniques - Quantitative forecasting is a long term business forecasting method concerned only with measurable data such as statistics and historical data. 2. Qualitative Techniques- Qualitative forecasting relies on industry experts or “market mavens” to make short-term predictions. These techniques are especially useful in forecasting markets for which there is insufficient historical data to make statistically relevant conclusions. Understanding demand forecasting in the hotel industry Demand forecasting is vital to predict guest numbers, optimizing strategies for pricing, staffing, and marketing. Here’s a brief overview: 1. Historical data - Analyze past bookings and guest trends to predict future demand. 2. Market segments - Understand categories like business travelers or leisure guests to tailor strategies. 3. Booking pace - Track the rate of reservations to gauge increasing or decreasing demand. 4. Special events & holidays - Stay updated with local events and holidays that can spike demand. 5. External factors - Consider influences like economic conditions or political events that might affect bookings. 6. Technology - Use advanced tools for more accurate, automated forecasting. Mastering demand forecasting helps you make informed decisions, ensuring profitability and guest satisfaction. Benefits of Hotel Room Forecasting - Marketing Strategy - Yielding across various channels - The rooms forecast is forerunner to financial forecast - Forecast for other revenue generating departments - Purchase decisions - Action plan for near future - Expansion plans - Decision about staffing - Hotel maintenance