Front Office Midterm Reviewer PDF

**HOTEL ORGANIZATIONS** I. **THE ROOM DIVISIONS** -- handles all matters pertaining to room accommodation and maintenance. a. **HOUSEKEEPING DEPARTMENT** - Guestrooms make up and maintenance - Public area maintenance - Linen and laundry service b. **FRONT OFFICE DEPARTMENT** -...

**HOTEL ORGANIZATIONS** I. **THE ROOM DIVISIONS** -- handles all matters pertaining to room accommodation and maintenance. a. **HOUSEKEEPING DEPARTMENT** - Guestrooms make up and maintenance - Public area maintenance - Linen and laundry service b. **FRONT OFFICE DEPARTMENT** - Reception, registration, and guest relations assistance - Bell service telephone exchange c. **ROOM SALES AND RESERVATIONS** II. **FOOD AND BEVERAGE DIVISON** -- concerned with food and preparation and service. **FOOD OUTLETS** a. Restaurants b. Bars c. Room service d. Banquets and Catering e. Kitchen III. **ADMINISTRATIVE DIVISION** a. Human resources department b. Engineering or facilities maintenance c. Accounting d. Purchasing e. Cost control and warehouse f. Security office **BASIC LODGING MANAGEMENT ASSOCIATIONS:** - **OWNER-OPERATED** -- run by the owner's family. - **OWNER-MANAGED** -- owner hired additional non family personnel to help run the property. - **INDEPENDENT** -- the owner has no role in management or day to day operations. - **FRANCHISED** -- independently owned hotels that affiliate themselves with a chain. **REVENUE SOURCE** - It is a result of a product or services a hotel makes available to guests for a price. The majority of hotels utilize ***3 main revenue sources:*** 1. Sleeping rooms 2. Meeting or function space 3. Outlets/ancillary revenue sources -- e.g. gold course, tennis center, audio/visual services, or gift shop. **WHAT IS FRONT OFFICE SERVICES?** - A front office is an area in the hotel where clients and company personnel interact. - Giving customers easy access to office workers - Offering assistance for the incoming client or customer. - Being always available to help a client. **FRONT OFFICE DEPARTMENT** - Is the control center of the hotel, providing 24 hours' attention towards the handling and serving of all guest's requirements and needs. - It relays communications with every other department. - Its Global role is providing guests direct needs like accommodations, telephone, cashier, and all other services of the hotel. - Serves as the nerve for all hotel operations. **CHAPTER 2: TOURISM AND HOSPITALITY INDUSTRY** **HOTEL CLASSIFICATION** 1. **DOWNTOWN** -- these hotels are located in dense urban areas. 2. **RESORT** -- 2 main criteria: located in natural attractions and the other is hotels can create their own special attractions. 3. **AIRPORT HOTEL** 4. **SUB-URBAN** -- those that do not fit into the 3 location type. **ROOM TYPES ACCORDING TO NUMBER AND TYPE OF BEDS AND LAY-OUT**: - **Single room** - **Twin room** -- 2 single beds - **Double room** -- with a large bed - **Double-double** -- with two queen beds - **Triple room** -- with 3 single beds - **Quadruple room** -- for 4 fitted with 4 single beds. - **Family room** -- 1 double bed, with 1 or more single beds. - **King room** -- king sized bed. - **Connecting rooms** -- 2 or more rooms A. **Room configurations** -- characterized the physical make up of a guest room, therefore looking at differences in guest rooms within a particular hotel. - **Standard configuration** -- makes up majority of the sleeping rooms at a particular hotel. - **Enhanced Configuration** -- next level up from standard configuration, include more amenities and services. - **Suite Configuration** -- larger room - **Disabled Access Configurations** - rooms that are equipped to make the overnight stay of the disabled guest that may include: - Raised beds - Wider doorways - Telecommunication devices - Voice activated dialing - Clocks with larger, brighter numbers. - Walk in guests - Corporate accounts - Associations - Travel agencies - Free independent travelers (FIT) - Government institutions/offices - Educational institutions - Local domestic travelers - Balikbayan **CHAPTER 3: GUEST CYCLE** 1. **PRE-ARRIVAL** -- reservation record. 2. **ARRIVAL** -- prepare a registration record or make the guest sign the already-printed pre-registration record. **PERSONAL INFORMATION** - Name and surname, telephone number, and other coordinates. - Passport number, birth certificate, driving license number - Any special needs or requests - Guest signature **FINANCIAL INFORMATION** - Date of arrival - Expected date of departure or length of stay - Assigned room number - Guests intended method of payment. 3. **OCCUPANCY** 4. **DEPATURE** -- proper check out: vacates the room, receives an accurate settlement of the guest account, returns room keys, leaves the hotel. **THE FRONT OFFICE COMPUTER SYSTEM** -- the system captures, encodes, and stores data pertaining to front office and accounting transactions and creates a data base which is used as reference for marketing and day to day transactions. The database created by the computer system in the front office is organized into various menus to include: 1. **Room Reservations Menu** Contains data on the details of: - Reservation for all guests - Guests names - Number of room nights - Mode of payment - Type of reservation - Arrival and departure - Advance deposits or payments 2. **REGISTRATION MENU** -- contains guest list and details of their registration. 3. **NIGHT AUDIT MENU** Contains data on: - Point of sales - Various accounts - Trial audit report - And other related data 4. **HOUSEKEEPING MENU** -- incorporate data on the room status that is constantly updated every after room check. 5. **UNIFORM SERVOCES MENU** The software has the option to create in this menu a data base that serves as: - Guest locator - Guest message center