Hotel Front Office Operations PDF

ACCOM REVIEWER FRONT OFFICE OPERATIONS Rooms Division Overview The rooms division generates more revenue than other divisions. It manages the core products of a hotel, which are the rooms. It comprises two (2) significant departments: front office and ho...

ACCOM REVIEWER FRONT OFFICE OPERATIONS Rooms Division Overview The rooms division generates more revenue than other divisions. It manages the core products of a hotel, which are the rooms. It comprises two (2) significant departments: front office and housekeeping Front Office Structure The front office is the nerve center or core of a hotel. The department makes the first and last impression on The guests and the place guests approach for information and service throughout their stay General structure of the front office department with its five (5) sub-units or sections Reservation – This is also referred to As transient room sales. This sub-Unit maximizes room revenue by Booking individual reservations in conjunction with groups Front Desk/Reception – It manages the inflow and outflow of guests and is where information is disseminated to guests and other hotel employees Uniformed Services – This also refers to guest services. The tasks of uniformed personnel include handling guest luggage, handling guest mail, delivering newspapers in accommodations, Accounts – This includes a front office cashier and a night auditor responsible for handling guest Payments. Communication – This handles all guest phone calls and their corresponding charges, takes messages Front Office Personnel front office manager (FOM) is the department head responsible for many of the most visible aspects of a Hotel’s day-to-day operation The FOM reports to the Director of the Rooms Division. The following personnel function within the front Office management and are supervised by the FOM: Reservations Manager/Supervisor – organizes staff duty rosters and decides whether and which bookings should be accepted based on the hotel’s occupancy Reservations Staff/Clerk – takes incoming calls for accommodation reservations and inquiries, keeps accurate room inventory, and closely coordinates with the marketing and sales department for promos and vouchers Reception Manager/Supervisor – trains, supervises, and motivates reception staff; maximizes occupancy and revenue from selling hotel facilities and services. Reception Staff/Clerk – also called front desk clerk or receptionist; verifies reservations, registers guests, assigns rooms and keys Valet Parking Attendant – parks and retrieves cars for the availing guests. Valet parking can be free of charge depending on the guest’s arrangements with the hotel. Door Attendant – also referred to as lobby greeter; greets arriving guests, helps them from their vehicles into the lobby, and hails taxis on request. Guest Service Agent – also called guest relations officer who builds a more personal relationship with guests (in larger hotels). Concierge – handles guest or visitor inquiries or directions, handles and accepts guest keys and mails, Organizes taxis or valet parking, and attends to special guest needs Bellman/Bellhop – helps guests with their luggage and room (to explain the features of a room) guests Cashier – monitors guests’ history records, posts charges (such as expenses incurred by the guest Night Auditor – balances daily financial transactions of the hotel, prepares revenue reports Switchboard Operator – also called private branch exchange (PBX) operator or telephone operator; manages the smooth execution of all internal and external phone calls. The Guest Cycle 1. Pre-Arrival – It is the stage where a guest makes A room reservation at a hotel Inquiries – Guests can communicate booking requests through a letter, fax, e-mail, telephone, the hotel’s website, or in person. Reservation Forms – No matter how a booking request is received, it must be recorded. The Blacklist is a record of people a hotel does not wish to accept as guests Availability – A hotel normally accepts a reservation request if there is an available room. If none, alternatives are offered, which can be any of the following: o Different type of room – a room that might suit the features a guest initially requested. o Different date – a different date when there is an available room as requested by a guest. o Companion hotel – referring a guest to a sister hotel nearby. Guaranteed Reservations – A guaranteed booking is a reservation in which a hotel receives a payment whether the guest arrives. It becomes a confirmed reservation when a confirmation letter is sent to the person who made the reservation. Non- guaranteed reservations, on the other hand, are bookings for which a hotel has not received a guarantee of payment. 2. Arrival The arrival stage of the guest cycle includes the registration and room assignment process. Guests Generally start their first face-to-face interaction with the hotel employee during their arrival a. The guest requests to check in at the hotel. The guest approaches the front desk to express the intention of checking in. b. The front desk personnel project hospitality towards the guest. The essential hospitality elements include eye contact, a warm smile, offering to assist guests, and the like. c. The front desk clerk inquires about a guest reservation. If the guest responds affirmatively, the reservation is retrieved (called up on the computer). d. The front desk clerk requests the guest to complete the registration card, which is an important hotel document that provides the hotel with the guest’s billing information and provides the guest with information on check- out time and room rates. e. The front desk clerk reviews the completeness of the registration card. The front desk clerk should quickly review the completeness of the registration card or electronic guest folio f. The front desk clerk inquires about the method of payment to be used by the guest. There are various ways a guestroom is paid: cash, credit card, debit card, cheque, and direct billing g. G. The front desk clerk selects and assigns a room. For those with a reservation and the room is not pre- blocked, the employee must find a room in VR (Vacant Ready h. The desk clerk issues the room key/card or access code to the guest. It is important to remember not to speak anything about the room number loudly while giving it to the guest. i. A bellman/bellhop is requested from the bell stand to “room the guest.” The bellhop assists the guest with luggage handling to the room, explains the accommodation features, gives the keys to the guest, 3. Occupancy – It is the period wherein a guest stays in a hotel. During this stage, the front office serves as a Liaison who extends guests’ requests and special needs to the concerned departments in a hotel Room Changes – Sometimes, guests want to change rooms during their stay. Key Control – It involves dealing with key security and assisting guests whenever they lose their keys. Currency Exchanges – This service involves assisting guests in exchanging their currencies for what is used in the destination country Telephone Calls – This service involves managing incoming and outgoing calls or other forms of communication for guests, Safe Keeping – Most hotels have a safe deposit box in the front office area where guests can leave their valuables  Wake-Up Calls – This service used to be an essential front office function but has become less important with the spread of personal alarms and automated wake-up system 4. Departure – It is the point when a guest checks out and leaves a hotel The guest requests check-out – The guest approaches the front desk to inform them they are ready For check- out. The front desk clerk inquires about the quality of products and services. When the guest arrives at the front desk, the employee should inquire about the guest’s satisfaction with accommodation, food and beverages The desk clerk requests the guest to return the key – For properties that use the hard-key system, the return of the hard key is requested for the security of guests and the establishment. The desk clerk calls the housekeeping department for room check – This is to ensure that the mini-bar consumption of guests is relayed and posted The desk clerk reviews the folio, charges, and payments for completeness – The employee retrieves the guest's folio and gives the guest a hard copy. The employee and the guest should review the foliofor checking and finalization. The desk clerk confirms the payment method, and the guest makes the payment – During registration, the guest indicates the method of payment they plan to use The desk clerk asks about additional reservations for any future visit – It is the best opportunity for securing additional reservations. The employee will ask if the guest will return to the area soon if theyneed a reservation The desk clerk bids farewell – This is the last encounter between the front desk and the guest. The desk clerk files or saves the guest folio and communicates the guest departure to housekeeping And other departments in the hotel if necessary to ensure the smooth operation of the hotel. HOUSEKEEPING OPERATIONS Housekeeping refers to providing a clean, comfortable, safe, and visually appealing environment. Headed by an executive housekeeper Personnel Duties and responsibilities Reports to Guest Room Supervisor Responsible for ensuring the Executive Housekeeper guestrooms are cleaned and maintained following set standards Public Area Supervisor Responsible for ensuring that Executive Housekeeper cleanliness is always maintained in public areas such as the lobby, lifts, parking, swimming pool, and conference halls Linen and Laundry Responsible for providing the hotel staff Executive Housekeeper Supervisor with clean, ironed, and fresh uniforms; Room Attendant Responsible for cleaning and Guest Room Supervisor maintaining guestrooms, changing linens, and topping up guests' supplies; Public Area Attendant Responsible for keeping the parking, Public Area Supervisor lobbies, lifts, and corridors in their best- maintained status Linen Attendant Responsible for sorting, keeping, Linen and Laundry Supervisor examining, and counting all soiled linens before sending them to the laundry Laundry Attendant Responsible for loading and washing Linen and Laundry Supervisor linens, uniforms, and guest clothes, including drying, pressing, and folding Room Status The front office and housekeeping departments are both responsible for maintaining room status. To describe the status of a guestroom is to determine its readiness for new occupancy and cleanliness. When determining such, a room status code is used. A room status code combines a room's occupancy and cleanliness information. Vacant/Ready (V/R)- Room is available for sale; V/R room status is the only status in which a room can Be sold Vacant/Clean (V/C)- Cleaned room, not yet inspected. When housekeepers clean rooms, a supervisor inspects them. The supervisor then changes the code from V/C to V/R. Vacant/Maintenance (V/M)- A V/M room has been taken out of inventory for some reason. It is the code assigned to out-of-order rooms. Vacant/Dirty (V/D)- The guest has checked out, but housekeeping has not yet serviced the room. The V/D code is a top priority in housekeeping as it must be readied for resale. Occupied/Dirty (O/D)- Guest currently occupies the room, the night has passed, but the room has not yet been serviced by housekeeping. Occupied/Clean(O/C)- Guest currently occupies the room, and housekeeping has serviced the room. Typically, there is no inspection for rooms cleaned during an individual guest’s stay Other Room Status and Terminologies in Hotel Housekeeping OOO (Out of Order): The room is not available for occupancy because of various reasons, including maintenance, refurbishing, and extensive cleaning. It is the status used by other properties instead of V/M. Do not Disturb (DND): The guest wishes not to be disturbed. Slept Out (SO): The guest did not sleep in the room and may be out. Double Locked (DL): The room that has been locked, which the guest cannot re-enter until the hotel staff operates. Blocked (BLO): The room is reserved for a guest expected to arrive within a day. No Show (NS): The room is reserved, but the guest did not arrive. Make-up Room (MUR): It is an occupied guestroom that needs to be cleaned, including beds to be made. Complimentary (COMP): The room is occupied, but the guest is assessed at no charge for its use. Turn Down Service – It is also called a night service, where a room attendant makes the bed ready for sleeping by removing any bedspread or turning down the covers. Amenity: A service or item offered to a guest or placed in a guest's room at no extra cost. Roll Out: It is the removal of extra beds from the rooms when guests check out. Pilferage: The crime of taking someone’s property without permission. Back-of-the-House: The functional area of a hotel where guests are not allowed to go. The Room Status Report It is a report that allows the housekeeping department to indicate the present status of rooms. It provides information on the state of occupancy and cleanliness of rooms daily.