Front Office Week 1-3 PDF

# Week/Session 1: Understanding the hotel business: An overview. British Law defines a 'Hotel' or 'Inn' as 'a place where a bona fide traveller can receive food and shelter provided s/he is in a position to pay for it and is in a fit condition to be received'. Therefore, a hotel must provide food (...

# Week/Session 1: Understanding the hotel business: An overview. British Law defines a 'Hotel' or 'Inn' as 'a place where a bona fide traveller can receive food and shelter provided s/he is in a position to pay for it and is in a fit condition to be received'. Therefore, a hotel must provide food (and beverages) and lodging to travellers, on payment and has, in turn, the right to refuse admission if the traveller is drunk, disorderly, unkempt, or unable to pay for the services. By this definition, a hotel must provide rooms and meals. The provision of beverages is subject to local customs and practices. A hotel can refuse a guest accommodation if s/he is not in a fit and orderly state. With this tradition, hotels have always been a place where visitors and guests always dress their best. The guest also must show financial credibility. Earlier inns and hotels insisted on advance payment before guests were allocated the room. The credit card has made the issue of financial credibility easier. Surprisingly hotels do not accept personal cheques as a credible instrument of payment. Hotels worldwide have credit limits as per hotel policy. Once those limits are reached, the guest must clear the limit reached. A hotel, in other words, has the full right to expel a guest for valid reasons of doubt. ## Hotel Categories With the evolution of hotels and their proliferation around the world, it is impossible to categorise them under one term. It is, therefore, made easier for readers to classify them as given under: * Location * Number of Rooms * Ownership * Pricing Plan * Type of Clientele * Length of Guest Stay * Facilities Offered ### Location Hotels are classified by their location as follows: * Downtown * Suburban * Resort * Airport * Motel * Camps **Downtown hotels** are located at the centre of the city in busy commercial and shopping districts. Everyone likes to stay downtown within easy reach of the government and private offices, shopping malls and entertainment centres. However, since the price of land is high in downtown areas, the hotels charge high room rates to enable the investor to recover his investment. Investors, therefore, believe in constructing quality hotels to cater to a moneyed clientele, usually the business and corporate community. Upmarket tourists who travel in groups may also find downtown hotels affordable. Usually, downtown hotels will cater to guests on short visits to a maximum of one week stay. Premium brands of hotel chains and independent hotels of very high quality are found in downtown locations. Naturally, these hotels will also boast of leading restaurants, bars, and nightclubs. Since downtown hotels are close to shopping centres, and food and entertainment districts, they may restrict their facilities to only bars and an all-purpose coffee shop, off the lobby. Guests can avail of a range of dining restaurants at walking distance from the hotel. Nowadays, downtown hotels have purpose-built shopping malls with food courts and cineplexes along with their hotel for the benefit of their guests. Many have also added residential apartments and commercial office buildings to create a captive community within their precincts. Because of the paucity of space, downtown hotels are often tower blocks and skyscrapers, building upwards to create space and business opportunities. **Suburban hotels** are located on the outskirts of a city where land is cheaper than downtown locations. Suburban hotels will be sprawling constructions with ample parking spaces. They attract a cost-conscious clientele, though not necessarily budget travellers. Such hotels promote their facilities for training programmes, conferences, and seminars. Participants like to get away from the hustle, and bustle of the city, and find peace in learning opportunities. Suburban hotels have become quite lucrative to their investors as cities are growing outwards making suburbs self-contained mini cities. A suburban hotel soon finds itself at the centre of townships that grow on the outskirts of the city. Quick and efficient local transportation has made travel to the city centre and back, easy, and convenient. With outward growth, many residential townships have developed to make these hotels the centre of social activity. Encouraged by these developments, investors have been able to create communities with shopping malls, cineplex, residential apartments and office blocks. Travel agents have found suburban hotels offer better room rates and facilities for groups. Suburban hotels, therefore, become ideal group hotels handling volume traffic. We all know that airports are mostly located out of the city for safety reasons. Many suburban hotels close to the airport also capture the airline crew, passenger layover and transit stay. **Resort properties** are in natural and man-made sites. Resort hotels will be found at hill stations, seaside resorts, ski resorts, canyons, waterfalls, etc. Busia Beach Resort, Elmina Beach Resort, La Palm Royal Beach are some good examples of resorts around natural resources. Disney Land, Lego Land, Universal Studios in Hollywood, and Dam Reservoirs are good examples of man-made marvels. Historical monuments like the Taj Mahal in India, the Pyramids of Egypt, etc., are other sites for resorts. A resort hotel will, therefore, cater specifically to the visitors of those sites. Many of these resorts are highly seasonal depending upon climates and holidays to get their clientele. Resort properties must make most of those times and charge well. They would give heavy off-season discounts to the budget conscious. Such properties would be geared toward families and couples. They would have possibly one all-purpose dining room and have meals that depend on local seasonal vegetables. **Airport Hotels**, as the name suggests, are located within the precincts of an airport. They cater mostly to transient airline passengers who may be catching another flight to complete their journey. Such guests need only a room to sleep before the next flight. They cater to those passengers with cancelled flights or delayed flights. Rather than wait at the airport, airlines provide hotel facilities. Transient airline crews too find the airport hotel convenient between flights. The airport hotels have a 24-hour coffee shop for quick meals. It is unlikely that these hotels will have gourmet restaurants and entertainment. They would, however, have large coffee shops to accommodate a full flight of transient passengers and crew. Airport hotels may provide an all-purpose drug store and a few emporiums with local arts and crafts for passengers who do not have time for city shopping. Airport hotels must have reliable wake-call services and perhaps a cybercafé. Airport hotels will be linked to airport air traffic schedules for passengers to check their flight arrival and departure timings. A shuttle coach service is essential to the airport and left luggage facilities for those who have a little more time to visit the city. Airport hotels are simple in structure-possibly two floors and have the least frills. ## Ownership There are different types of organisations based on their ownership: * Sole Proprietor * Partnerships * Public Limited Companies (PLC) * Private Limited Companies **The Sole Proprietor is an individual business who uses his or her resources to set up the business.** S/he will only limit the size of operations to the extent of his or her financial limits. Funds come from personal wealth in terms of cash and fixed assets, like land, buildings, and jewellery, against which the proprietor gets additional loans from the banks. The funds must cover the cost of land, building, interiors, facilities, and operational costs. Naturally, the sole proprietor will have small-to-medium-sized properties to be able to personally manage. The sole proprietor is the main architect and promoter of the business based on his or her knowledge and skill. Upon his death, the business ceases to exist unless there is a family heir competent enough to take over the reins. **Partnerships are another method of raising funds.** Partnerships help in aspiring for medium to large hotels. "A partnership is the relation that subsists between persons carrying on a business in common, with a view of profit" (1890 Partnership Act of the UK). Partners are limited to 20 persons only. Partnerships can be Limited Companies or Unlimited Companies. In Limited Companies, the shareholders are liable for debts only to the extent of their investment. In Unlimited Companies the shareholders are liable for all debts of the company. Partnerships in Ghana are governed by the Incorporated Private Partnerships Act of 1962 (Act 152). The Act defines a partnership as the association of two or more individuals but not exceeding twenty carrying on business jointly to make profits. The formal terms of the partnership are usually contained in a written partnership agreement or deed. The Public Private Partnership Act, 2012 (Act 839) outlines the applicable procedures for the procurement of partnership arrangements and entry into partnership agreements, and it ensures the use of local content and promotion of technology transfer in relevant projects. **Public Limited Company (PLC)** - A company that is listed on a recognized stock exchange and whose shares are traded openly by the public. **Private Limited Company.** - A company which is not listed on a stock exchange and the shares are held privately by the members concerned. ## Pricing Plans Pricing Plans are another way to classify hotels. * European Plan - Room charges only * American Plan - Room + all meals * Modified American Room Plan - Room+ Breakfast + Lunch or Dinner * Continental Plan - Room + Continental Breakfast * Bed and Breakfast - Room + English Breakfast Downtown hotels prefer offering the **European Plan** to short stay guests who want the flexibility of eating out, as downtown hotels are close to business, shopping and entertainment districts which offer ample dining options to guests. The **American Plan** is often found at resorts where vacationers prefer to have all meal options so that they can concentrate on holidaying and relaxing. We may have this plan at suburban hotels that gear themselves for training programmes, seminars, and conferences. Participants may prefer to concentrate on their study than be worried about where to get the next meal. The **Modified American Plan** is found in hotels that cater to tour groups who like to start the day with a hearty breakfast before proceeding to their sightseeing tours only to return in the evening for a warm dinner. The **Continental Plan** is found in Europe mostly, or for European travellers visiting other countries, who are used to continental breakfasts. **Bed and Breakfast** meal option is offered by sole proprietors running small lodging places or city hotels where guests prefer the flexibility of eating out with friends and office colleagues. ## Length of Stay The length of stay is another classification where hotels specially gear themselves to short-term and long-term stay of guests and this is as follows: * Transient Hotel * Residential Hotel * Suite Hotels * Semi-residential * Furnished Apartments **Transient Hotels** are those where guests stay for short duration-stays to a maximum of a week. Downtown hotels, motels and airport hotels are good examples of transient hotels. Guests need a comfortable room with possibly in-room tea/coffee facilities. **Residential Hotels** are those that are equipped for longer stay. Hotel Apartments are a good example of this and are found in many community hotel complexes. The rooms will be suites consisting of two rooms-a living area and a bedroom. The suites are fitted with kitchenettes for personal cooking. The rooms are cleaned by an outsourced housekeeping service. The complex will have security service with pass keys to enter the building at night. Guests may lease this accommodation for anything up to a year. These hotels are convenient for long tenure business executives who do not want the hassle of running a home. These are ideal in university campus locations for mature students who have families. **Suite Hotels** are like residential hotels with shorter stay to perhaps six months or less. It is ideal for families who need a temporary accommodation before moving into their permanent abode. Professionals find it convenient to set up travelling offices in their living area without intruding into the bedroom. They would have all the facilities and amenities of the residential hotel except that they may have a coffee shop, bar and perhaps one more specialty restaurant. Most lodging investors nowadays are opting for Suite Hotels. **Furnished Apartments** are another variation of extended-stay properties. The rooms are studios with open fully equipped kitchens. Such hotels will have reception counters, lobbies for meeting visitors, outsourced housekeeping services and a swimming pool and gymnasium. They may have laundromats in the basement. They will not have eating facilities except for some vending machines. Furnished apartments would have close-circuit television for security. A receptionist acts as a caretaker, security guard, cleaner of public areas and guest relations person who rooms guests. The apartments would have a plumber and electrician in a full-time role. Between them, they operate all the utility services including water supplies, central air conditioning, central heating, and swimming pool maintenance. These apartments are ideal for single professionals who do not want the hassle of running a home. ## Facilities Offered The facilities offered by hotels are another way to classify them. * Star rating * Deluxe Hotels * Palace Hotels * Convention Hotels * Conference Hotels * Casino Hotels * Business Hotels * Sports Hostels * Budget Hotels * Suite Hotels * Bed and Breakfast **Star rating** is one of the most definitive standards which guide travellers as to what to expect. The star ratings are organised by the State Tourism Department who puts together a team of representatives from the government, hospitality educationists, travel agents, airlines, and the hotel industry. They are guided by a checklist of minimum requirements to achieve a certain star rating. The owner of the property will inform the tourism department of the star rating they aspire and will set a date for the inspection. Star Ratings range from one-to-five star though there are even six and seven stars which are outside the purview of this lesson as these properties are rare. A five-star rating, for instance, will specify that rooms are of certain minimum dimensions with attached bathrooms supplying hot and cold water. The bathrooms must have bathtubs. A five-star hotel will have a shopping arcade with a bank, post office, travel agency, etc. They must have a coffee shop and other dining options. It is necessary for them to have a swimming pool, room service, etc. From those high standards of investment, the hotel rating reduces as hotels provide lesser facilities. Hotels are required to display their star rating at the main portal of the hotel so that guest can know what standard to expect. **Deluxe Hotels** would normally have a minimum five-star rating. These hotels are rated as deluxe as they would have décor and appointments of luxury. They would have every conceivable comfort built into the guest experience. Take Burj-al-Arab in Dubai where accommodations are suites that overlook the Persian Gulf. The rooms are fitted with remote control window shades, gold plated taps, etc. Guests are transported to the hotel from the airport by the hotel helicopter that lands on a helipad on the hotel rooftop. It has a restaurant under the sea as well as one at the rooftop that gives breathtaking aerial views. Deluxe hotels ooze opulence and are available only to those moneyed people who can afford the stay. Some deluxe business hotels provide individual butlers and specialised cuisines. Many older stand-alone hotels like the Grosvner House, The Claridges, etc., set standards of luxury. Many palaces, mansions, and villas of the royalty of yore converted their lodgings into hotels which really cannot be given a star rating for their uniqueness and may be certainly classified as deluxe. **Palace Hotels** are really an Indian concept where ancient Indian maharajas converted their palaces into hotels after they were stripped off their regal privileges. The palaces transport guests to old heritage, architecture, and priceless appointments. The Umaid Bhavan Palace in Jodhpur, for example, boasts of a crystal fountain in the lobby and an array of vintage cars in the private garage complex. The beds in which the guests sleep in are where actual royalty once slept. Of course, these palaces have been equipped with modern conveniences such as television, mini-fridges, air-conditioning, and telephone connections though intruding into the original uniqueness of the property. Guests are exposed to rare art and artifacts that are not found anywhere else in the world. A similar concept may be found in Europe where manor houses of the royalty are converted into luxury accommodation. ## SEGMENTATION A relatively new concept employed by big chains is that they segment their properties into several subcategories to capture and serve a larger market. For example, Marriot Hotels and Resorts have several brands of properties: JW Marriot, Mariott Marquis, Marriot Hotels, Marriot Inns, Courtyard by Mariott and Fairfield Inn by Marriot. Even the residential apartments have been further sub-branded as the Residence Inn by Mariott, Towne-Place Suites by Mariott and Spring Hill Suites by Mariott. Mariott also owns the Ritz-Carlton and Renaissance brands. Each brand is directed to a specific market segment. Such a strategy serves the following purposes: 1. To serve several distinct market segments; 2. To enter world locations that may or may not support superior hotels. 3. To capture properties worldwide based on emerging opportunities and fund flows. 4. To have price ranges to suit various guest budgets. 5. To have varying amenities and facilities without compromising on basic standards and image of the chain. 6. Have all brands benefit from the central reservation system of the hotel chain. # Week/Session 2: Front Office Operations ## What is the 'front office'? When people decide that they want, or might want, to stay in a hotel, they may: * Check out the hotel, and e-mail the reservations department to ask about room rates and availability * Telephone the hotel office or switchboard and ask to speak to someone (perhaps in the reservations department) about room rates and availability, the facilities and location of the hotel and other information that will help them decide to book * Walk in off the street and approach the front desk to ask about room rates and availability (and perhaps test out the friendliness and general 'look' of the hotel). Someone will give the prospective guest the information (s)he requires to decide and may then take a booking for a certain type of room for a given number of nights. There may be some follow-up correspondence to confirm the booking, give extra information (such as maps on how to get to the hotel) or adjust the booking as the guest's plans change. When the guest arrives, (s)he will go to a reception desk to register, be allocated a room, and receive a room key - perhaps along with information about the facilities and services of the hotel. There may be a porter to help the guest with luggage and/or to show the guest to the room. During the guest's stay, (s)he may return periodically to the reception area for several reasons: to collect messages, to leave and pick up keys, to ask for information, to make a complaint or to get problems solved. (Perhaps the air-conditioning is not working, or more towels are required. Perhaps the room is not to the guest's satisfaction for some reason.) The hotel may offer additional guest services, such as currency exchange facilities; or use of an in-house office facility, restaurant, or spa; or an information and reservation/ticketing service for local attractions and activities. Guests will often access these services by ringing the hotel switchboard or approaching the front desk. At the end of a stay, a guest will generally return to reception to hand in the room key and receive and settle the bill: help may be required with luggage or onward transport. Even after (s)he has departed, the hotel office will keep the guest's registration details on file for a specified period - in case of queries and may also use guest contact details to 'stay in touch' (perhaps with a feedback form, newsletter, or special offers), so that the traveller will think of the hotel next time (s)he requires an accommodation in the area. All these important customer contacts, which shape the total experience a guest has of the hotel from first impression onwards, are the job of the 'front office', or what used to be called the 'reception' of the hotel. **Front office** is the term now often used in hotels to refer to the customer-facing departments dealing with reservations, reception, room allocation, guest information, billing, and payments. Strictly speaking, it should only cover staff in direct helpdesk contact with guests, with supporting administrative sections known as the 'back office', but the term is now generally used to cover the whole range of 'front of house' activities. It is the centrepiece of a hotel operation as it fulfils the core activity of the hotel, which is to sell rooms. The front office, as the name suggests, is the first and last point of contact for a guest. It, therefore, has a visible role in creating the image of the property. Revenues from the sale of rooms contribute to fifty per cent or more of a hotel with a large food and beverage operation. In many cases such as motels and airport hotels, it is the main source of revenue as the focus is the hire of room for transitory stay. The profit contribution from room sales is high because, after the initial investment of constructing and decorating them, it is the space available for years to come. The only costs are the guest supplies and amenities that are consumable. ## Organisation of the Front Office In large hotels, it is part of a larger division called 'Accommodations Division' or 'Rooms Division' headed by a Director. The Accommodations Division includes many other services that support a guest stay, such as the bell desk, concierge services, telecommunications, cashiering, housekeeping, engineering, information technology, laundry, and business centre. Small hotels may call the Front Office simply 'Hotel Reception' reporting directly to the General Manager.  ## Functions of the Front Office * To register guests into the hotel. * To assign rooms. * To coordinate with other services. * To provide in-house and external information to guests. * To maintain accurate room status information. * To maintain accounts of the guests and settle their bills. To fulfil these basic responsibilities, the front office is divided into different sections each with distinct roles. These sections are: * **Front Office** * **Uniformed Services** ## Front Office ## Reservation The principal role of reservations is to book rooms in advance. This section is the hub of the department as it must maximise the sale of rooms. Room space is "perishable" as it is linked with time. A time period not sold is lost forever. The challenge is to ensure that these time slots are fully sold. Requests for reservation of rooms come from various sources and the information is processed, properly documented, stored and retrieved at the appropriate time to ensure a guest gets the room at the time of arrival. Most hotel bookings are made through reservations because travellers come from outstation. Very few would be "walk-ins", a term used for those without reservations. Large chains may have their centralised reservation systems while independent ones may be linked to an international reservation system. The purpose of this strategy is to increase the reach of independent hotels to a larger travelling public. A reservation agent is an important person who can contribute to the room revenues of the property by adept management of rooms and upselling. S/he is no longer a clerk recording reservations but a person who sells rooms and procures that extra money. Because of the importance of the reservations function, the reservation agent reports directly to the front office manager who can work closely with the agent to maximise the sale of rooms. The reservations section must work closely with the sales and marketing division to ensure that room sales are maximised. The principal role of reservations is to: 1. Book rooms in advance. 2. Maximise the sale of rooms as they are 'perishable' as room space is linked with time. The potential revenue from a period not sold is lost forever. The challenge is to ensure that these time slots are fully sold. One way to do it is by overbooking. Overbooking is a fine art of maximising room sales. It counters reservations that are cancelled at the last minute. This art is developed with experience and historical patterns of the hotel reservations. Yield Management is another modern unique practice of variable pricing to maximise revenue. 3. Process, document, store and retrieve reservation information from various sources to ensure a guest gets the room at the time of arrival. 4. Upsell rooms to get the extra money. 5. Work closely with the sales and marketing division to ensure that room sales are maximised. Many reservation databases are networked with the sales division to ensure total coordination in room availability and sales. ## Reception The reception registers guests and assigns rooms to them. The staff receives and welcomes the guests on behalf of the hotel. The main activity is to complete registration formalities, especially the billing information, for the cashier to process during a guest's stay and upon his or her leaving the hotel. The receptionist controls all room keys meticulously, issues them and receives them back after a guest stays. Key control is a vital activity because a room key loss would mean changing the lock. Smaller hotels use the reception as the constant source of guest information, mail and messaging. The front office agent multi-tasks the receptionist, telephone operator, information assistant and cashier duties. The main tasks of reception are to: 1. Welcome guests on behalf of the hotel. 2. Complete registration formalities, especially the billing information, for the cashier to process during a guest's stay and settle bills at the end of their stay. Smaller hotels may combine the receptionist's, telephone operator's and cashier's roles. 3. Control all the guest room keys meticulously by carefully issuing keys and receiving them back after a guest's stay. Key control is a vital activity because a room key loss would mean changing the lock/s. 4. Be the constant source of guest information, mail and messaging. 5. Multi-task in small hotels by being the telephone operator as well. ## Telecommunications The telecommunications section is responsible for all communications within the hotel and external to the hotel. Modern telecom systems have allowed the hotel to manage a huge exchange with perhaps one operator in a shift. The system is networked into wake-call systems, fire alarm systems, automated door systems, etc. Their main tasks are to: 1. Keep telephone channels of communication open. 2. Play an important role in the case of fire and keep the hotel connected within and outside the hotel in case of emergency. 3. Maintain the sophisticated telecommunication equipment. Telecommunication equipment has changed dramatically with the following features: * Make local and international calls directly from guest/office rooms. * Post call charges automatically directly onto online guest folio accounts. * Have message indicators on telephone instruments * Voice mail services * Caller ID * Do-not-Disturb * Room-to-room connections * Call waiting * Wake call and alarm systems * Conference call facility ## Guest Relations Desk The Guest Relations Executive (GRE) is the representative of the management that ensures the comfort and convenience of all guests. She is normally a well-groomed and personable woman. Her principal tasks are to: 1. Attend to the comfort of VIPs and other guests. 2. Provide internal PR to enhance the perception of the hotel in the guest's eyes. 3. Maintain guest history cards either manually or electronically and respond to the guest's needs and behaviour to a high level of personalisation. 4. Coordinate well with the concierge in procuring city services like tickets, table reservations, etc. ## Front Office Cashier Is a member of the accounts department deputed as a crucial team member of the Front Office. The main tasks are to: 1. Maintain the guest's accounts during his or her stay, 2. Monitor credit limits 3. Settles cash and credit bills as per instructions. 4. Maintain a cash bank 5. Provide petty cash for hotel expenses 6. Exchange foreign currency. ## B. Uniformed Services ## Lobby Desk The Lobby Desk is situated prominently in the Lobby. It is a one-point contact of the management for all guests to seek issues about the hotel. The desk is manned on all three shifts by a Lobby Manager who is the representative of the General Manager at all times during the day and night. During the day he or she has certain powers to make decisions on behalf of the management but is the sole in-charge at night when the management offices are closed. He or she oversees the Bell Desk services which include porterage, concierge, transport and left luggage activities. In a nutshell, the Lobby Manager's main tasks are to: 1. Coordinate all guest services from a central point. 2. Handle all guest complaints and disputes. 3. Interpret and safeguard house policies with guests. 4. Evict undesirable guests from the premises. 5. Ensure proper baggage handling services. 6. Ensure efficient transportation services to guests. 7. Maintain order in the lobby. 8. Be the sole representative of management at night. ## Concierge: Traditionally, the concierge was a castle doorkeeper who was responsible for ensuring that all guests were properly roomed for the night. The concierge accompanied the travelling royalty and provided them with security, lodging arrangements and entertainment sites. With modernisation, the concept of concierge was adopted by hotels in Europe as the person who provided personalised services such as box office tickets at nearby theatres, coach tickets for sightseeing, or table reservations at city restaurants etc. He was the person who knew everything about the city, its sites and events. Today, hotels have extended their role to providing information services to the hotel facilities and the city. In properties that do not have a lobby manager, he assumes responsibility for all uniformed services including bell services, valet parking, transportation and doormen. His main tasks are to: 1. Provide information to guests about the city. 2. Facilitate guests acquire box-office tickets. ## Bell Desk: The desk coordinates the movement of guest baggage. This is a real challenge as the volume of baggage during a single day is very large for a busy hotel. The Bell Desk's main tasks are to: 1. Coordinate the movement of guest baggage. This is a real challenge as the volume of baggage during a single day is very large for a busy hotel. The movement of guest baggage is an integral part of check-in and check-out formalities. 2. Carry out errands for the guests and management within and outside the hotel precincts. 3. Distribute daily newspapers to occupied guest rooms, executive offices, business centres and coffee shops. 4. Sell postage stamps. 5. Maintain fi first-aid kit and some essential medicines under the direction of the house doctor in case of emergencies. 6. Be responsible for the left-luggage procedures. ## Transport Section: It is common nowadays to see hotel courtesy transport waiting at airports for guests with reservations at the property. This is a free service of limousines for VIPs to mini-vans for others and airline crew members and larger coaches for groups. These transports may be owned by the hotel, leased or contracted out to transport companies. The drivers then become the first physical point of contact with the property. The drivers, therefore, have to be licensed, knowledgeable about the property, helpful to guests in loading and unloading baggage and possessing etiquette and manners. The drivers must drive safely and observe all the traffic rules. They are responsible for keeping the transport clean and well-maintained. Superior hotels provide the drivers with mobile telephones to inform the bell desk and doorman of their arrival at the porch. This is critical when bringing in groups. The bell desk can then keep their staff ready for volume baggage handling. The front office agent can also have the registration and room keys ready for their arrival. The transport services key tasks are to: 1. Provide efficient transport service to and from the airport and city centre to guests. 2. Provide transportation to hotel executives on official business. 3. Help load and unload baggage. 4. Keep the transport clean and well-maintained. 5. Maintain all the necessary documents concerning each transport and keep them updated. ## Doorman: The doorman is important because he is the first and last hotel employee who is in contact with the guest upon his or her arrival and departure at the hotel premises. In recognition of this, the doorman is given a resplendent uniform and is smart and personable. His main duties are to welcome the guest to the hotel, assist in unloading the guest's baggage from the transport, open the hotel doors and perhaps escort the guest to the registration desk. His main challenge is to control the traffic at the entrance and on busy days is the person to avoid congestion of traffic at the entrance. Superior hotels may have independent valet parking attendants, but many smaller properties may require him to do that function. Ideally, he should speak many languages but fluency in the English language is a must. He is the doorkeeper of the property and therefore, assumes certain security functions as well. The doorman is the principal person to call for taxis. The doorman's main duties are to: 1. Welcome the guest to the hotel. 2. Assist in loading and unloading the guest baggage from the transport. 3. Open the hotel doors and perhaps escort the guest to the registration desk. 4. Control the traffic at the entrance to avoid traffic congestion at the entrance. 5. Support the valet parking attendants, on gala nights and daytime functions. They may park guest automobiles in smaller properties. 6. Perform security functions as keeper of the hotel portal. 7. Hail taxis for guests. ## Valet Parking Attendant: Valet parking is a service provided by superior hotels as a value-added facility. The attendants take over the private automobiles of guests and park them in reserved safe areas in the parking lot. Their challenge is to keep control of car keys and ensure that they are handed to the rightful owner. This is done by issuing numbered tickets. The guest has to produce his ticket to claim the car. Some hotels may charge for this service while others give it as a free facility. In any case, the valet attendants make side money from tips given by guests. Valet parking attendants are licensed drivers with skills in driving a variety of cars both manual and automatic. Cars handed to valet parking attendants become the responsibility of the hotel as against those that are personally parked by guests. Most hotels keep signs posted at car parks informing that the guests park cars at their own risk, thereby absolving the hotel from any damaged or stolen vehicles. However, cars parked by valet attendants are kept in safe areas under security surveillance. The Valet Parking Attendant's main tasks are to: 1. Park private automobiles of guests. 2. Control car keys and ensure that they are handed to the rightful owner. This is done by issuing numbered tickets. The guest has to produce his ticket to claim the car. # Week/Session 3: Reservations The reservation function is a section of the Front office department. A reservation, in hotel parlance, is the process of booking a room before the arrival of a guest so that the room is available at the time the guest checks in. The reservation process involves taking the guest's requests for a particular room if any, at an agreed price and recording such requests precisely and confirming the reservation. A reservation agent takes room bookings. ## Reservation Terminology The reservations terminology pervades the entire front office operations and the rest of the hotel services that support room sales and otherwise. Front office professionals need to learn these terms to fulfil their tasks. * **Allowances:** Daily fixed cash paid outs to airline crews as negotiated with the airlines and recovered from them later. * **Amendments:** Changes made to records concerning a guest's stay. * **Cancellation:** A confirmed booking that has been withdrawn by the guest. * **Confirmation:** A room reservation that has been confirmed in writing by a guest. * **Double Occupancy:** Two guests staying in a room. * **Group:** Any group of guests above 15 persons who travel together. * **Guaranteed Booking:** A room booking that is confirmed in writing by a guest. * **Guest:** A client of the hotel. * **Forecast:** A studied anticipation of room business. * **Free Sale:** Rooms that are available for booking. * **FIT:** Stands for "Free Individual Traveller" who is an independent guest who does not use the services of intermediaries to book his or her room. * **GIT:** Group Inclusive Traveller. * **Lay-over:** Airline passengers checked in by the airlines who are catching a connecting flight sometime later. * **On-request:** A status when guests are kept waiting for a room booking confirmation. * **Overbooking:** Booking rooms that are beyond the hotel room capacity. * **Pax:** Person * **Revision:** Change in booking instructions. * **Room Availability:** The room position when rooms are available for sale. * **Room Blocking:** Blocking a room in the Reservation Chart. * **Room Night:** A charge for a one-night occupation, spanning two days from noon to noon. * **Sale:** A room space sold. * **Sold Out:** A status in which all the rooms in the hotel are sold. * **Single Occupancy:** One guest staying in a room. * **Waitlist:** A guest awaiting a confirmation of the room booking. ## Types of Rooms Each hotel has a variety of rooms to meet the needs of guests. A single guest would like to stay in a single room to be cost-effective, while a couple will find a double room more convenient. A family may choose a suite to get more legroom for children to move around. A business executive may want a special suite to entertain privately or show off his financial status to his or her clients. Similarly, budget groups may be willing to share twin rooms while up-market groups may prefer single rooms. Guest needs are endless and their motives for booking a type of room may be varied. A typical hotel has the following types of rooms: * **Adjacent Room:** Two rooms beside each other across the corridor * **Adjoining Room:** Two rooms beside each other * **Cabana:** A room with a sofa cum bed ideally situated beside swimming pools or beaches * **Connecting Room:** Two rooms with an interconnecting door, ideal for a family * **Double Room:** A room with one King size double bed * **Executive Room:** A room with additional features like internet connections, computer points, minibars etc. specially designed for the business executive * **Single Room:** A room with a single bed * **Studio:** A room with a sofa-cum-bed * **Triplet:** A double room with one extra rollaway cot * **Twin Room:** A room with two single beds * **Quad:** A room for four people fitted with twin beds and two roll-away beds Queen * **Suites:** A room with a queen-sized bed for single or double occupancy Suites * **Junior Suite:** A room with a seating parlour and a bed * **Double Suite:** Two rooms, one serving as a living cum dining area and the other with a double bed * **Duplex Suite:** Two suites on two floors with an interconnecting staircase * **Executive Suite:** Suite specially fitted for business executives * **Single Suite:** Two rooms, one serving as a living cum dining area and another with a single bed *