Hotel Front Office Operations PDF

TH2402 THE HOTEL FRONT OFFICE A hotel’s commitment to guests is to provide them with a safe, secure, and welcoming environment. Guided by this commitment, the...

TH2402 THE HOTEL FRONT OFFICE A hotel’s commitment to guests is to provide them with a safe, secure, and welcoming environment. Guided by this commitment, the hotel rooms division collaboratively works to manage accommodations and maintain a standard of cleanliness that exceeds guests’ expectations. The rooms division comprises the housekeeping department, which is accountable for the cleanliness of the rooms and other areas within the hotel, and the front office department, which is responsible for the sale of hotel rooms and accommodating guests (3G E- learning, 2024). Front Office Operations The front office (FO) department is the guest's first and last point of contact, leaving an impression on a hotel. It is also called the “nerve center of the hotel” since it is the focal point of a hotel’s operations. It communicates guests' needs to concerned departments and explains hotel policies and regulations to guests. It is the place guests approach for information and service throughout their stay. The department usually performs the following operations that cater to and support a guest’s stay (Mondal, 2023): Handling guest reservations. A reservation refers to a hotel room booking for guests. Handling reservations involves communicating with guests via email, social media platforms, channel manager, or telephone to schedule their stay. This front office operation also includes documenting any special needs, preferences, and requests that guests may have and ensuring their requirements are accommodated during their stay. Processing guest registration and departure. It involves handling hotel guests' check-in and check-out procedures. The most important part of this operation is ensuring that the guests' arrival and departure experiences are smooth and efficient to provide a positive first and last impression. Providing service to guests. Guest services involve assisting guests with their needs and requests throughout their stay. These requests include parking assistance, opening doors, carrying luggage, concierge services like making travel arrangements and recommendations for local attractions, and other activities to enhance the guest experience and comfort. Managing postage and parcels involves facilitating guest needs related to letters and parcels. Ensuring that guests’ parcel requirements are met and providing a seamless experience are crucial parts of this front office operation. Communicating with other departments. The FO acts as a central communication hub within a hotel. It relays information and requests between guests and other hotel departments. For example, suppose a guest reports a maintenance issue, such as a broken faucet. In that case, it is the responsibility of the front office staff to relay the problem to the maintenance department for prompt resolution. Updating room status. It is a crucial operation of the FO department since this involves maintaining accurate and up-to-date records of room status. It includes tracking dirty, clean, vacant clean, inspected, out-of-service, and out-of-order room status. FO employees must know a hotel’s current occupancy and cleanliness at any given time to correctly assign rooms to guests. Managing guest accounts. It involves the maintenance of guest accounts during their stay. Monitoring guests’ credit limits, keeping track of their charges, and ensuring correct posting in their accounts are among the activities involved in this operation. It provides guests a clear understanding of their financial commitments and allows the hotel to manage its revenue effectively. These operations done by the front office department are essential to achieving guest satisfaction. When guests are satisfied, it will result in great revenue and promotion of good service towards the hotel. 01 Handout 1 *Property of STI Page 1 of 3  TH2402 The Front Office and Interdepartmental Communications (Mandke, 2020) Interdepartmental communication refers to the process of sharing information between two (2) or more departments within an organization. This type of communication is vital between the front office and the different hotel departments for coordination and effective collaboration, enabling the efficient delivery of products and services to the guests. Below are ways in which interdepartmental communication is practiced between the front office and the different hotel departments: Sales and Marketing This department actively engages with potential guests to promote a hotel’s offerings, generate demand, and convey the property’s unique proposition (a short statement on how the hotel’s products and services are different and better than its competitors). They rely on the FO to provide them with guest profiles detailing personal information and other notable descriptions about their visits to the hotel so they can create a marketing strategy and target popular customer segments. The communication between the two (2) departments involves sharing information about promotions, packages, and special offers to align with guest preferences and expectations. By providing insights into market trends and guest preferences, the sales and marketing team equips the front office with the knowledge to personalize guest experiences and allocate rooms based on anticipated demand. Housekeeping (HK) They maintain the hotel's appearance, sanitation, and cleanliness. This department pays close attention to minute details in the lobby, hallways, and guest rooms to uphold a consistent appearance and ambiance since these affect guests’ opinions and influence whether they will stay there again or suggest it to others. They coordinate with the front office regarding room availability and occupancy reports (housekeeping room status), room discrepancies, and requests for amenities. The front office needs to have updated room availability and occupancy reports so they can effectively assign rooms to guests each day. Coordination between these departments is important since the HK needs to prepare rooms after guests’ departure as soon as possible so that the FO can check in the next guests who will occupy the room. Without proper communication, this will result in the guests having to wait longer before being accommodated. The FO needs updated information on the room reports (a report on the availability of rooms for immediate guest occupancy) from the housekeeping to identify which rooms are available. In contrast, HK needs room sales projections (a report that indicates the number of departures, arrivals, walk-ins, no-shows, and stayovers) to plan the staff roster (schedule of employees for shifts, tasks, or responsibilities). Food and beverage (F&B) They significantly support the front office department by enhancing the overall guest experience. They contribute to guest satisfaction by providing high-quality dining services, catering to special requests, and creating memorable culinary experiences. This department coordinates with the front office by relaying messages and providing accurate information on the charges incurred by guests so these will be reflected in their accounts. The department also asks for occupancy forecasts to estimate the supplies to be adjusted on the food inventories and labor schedules. The communication between the food and beverage department and the FO department ensures seamless coordination of dining reservations, guests’ preferences, and special arrangements, ultimately contributing to a cohesive and exceptional guest experience. Maintenance/Engineering This department is responsible for repairing and maintaining the water distribution, plant and machinery, sewage treatment, and other common areas in a hotel. They also maintain all the hotel's equipment, furniture, and fixtures. 01 Handout 1 *Property of STI Page 2 of 3  TH2402 This department coordinates with the front office to determine the room status and the requests for maintenance services. The employees of this department must know the occupancy status of a room before attending to the plumbing, heating, or air-conditioning problems or any major maintenance issues. During their stay, guest concerns like busted bulbs and malfunctioning air-conditioning systems are communicated to the FO and relayed to the maintenance department. The FO must keep track of the repair schedule as they need to be updated on when the repair will be made and if it has been done properly. Security They are responsible for the overall security of the hotel building, employees, in-house guests, visitors, and their belongings. The FO relays to this department any suspicious activities or individuals that threaten the safety of guests and the hotel so they can address these situations and make the establishment free from any danger. Emergency communication systems, fire safety measures, and procedures for routine investigation of guest security concerns are part of the communication between the front office and the security departments. The front office should be given notices (for instance, during evacuation in case of an emergency) and incident reports (a report containing any events that may or may not have caused injuries to a person or the business) from this department. For example, suppose a guest becomes too intoxicated and causes a stir in the lobby. The security department creates an incident report for that situation, which is then used for future planning to avoid it from happening again. Human resources (HR) They are responsible for acquiring, utilizing, training, and developing a hotel's labor needs. Any position vacancy and training and developmental requirements in different departments are processed and addressed by human resources. During recruitment, the FO usually serves as the first point of contact for candidates and where they get instructions for their application processes. In this regard, HR must provide the necessary details to the front office. Accounting/cashiering They oversee and manage the hotel's financial transactions. This department is responsible for the cash inflows and outflows in a business. Since the FO department handles guest accounts, the staff must often interact with the accounting department to be informed of payment methods and processes, guests' credit limits (maximum credit allowed for a guest), and other matters relating to financial transactions in a hotel. The FO department plays a crucial role in communicating with different departments to ensure all employees work collaboratively towards guest satisfaction. Without this vital function, each department would have disorder and a lack of clear direction, resulting in operational inefficiencies and potentially compromising guest experiences. It underscores the department's critical role in maintaining a well-organized and synchronized hotel operation. References: 3G E-Learning. (2024). Front office operations (2nd Ed.). 3G E-learning. Arenas, C. (2022). Fundamentals in lodging operations (2nd Ed.). Edric Publishing House Mandke, A. (2020). Front office management. Knowledge Management and Research Organization. Mondal, D. (2023). Hotel front office department. Retrieved 1 February 2024, from https://www.hotelmanagementtips.com/hotel-front-office-department/ 01 Handout 1 *Property of STI Page 3 of 3  TH2402 FRONT OFFICE PERSONNEL Employees are important to businesses because they represent the company when dealing with guests. In the service-oriented hospitality industry, employees must know their roles, duties, and responsibilities toward the business and the guest (Enyed, 2019). The Front Office Organization The front office (FO) department is the intermediary between a hotel and its guests. The personnel that make up this department act as the representatives who engage with guests. The hotel’s front office structure varies depending upon the size and management policies (which influence the labor allotment for the departments) of a hotel. An organizational structure (see Slide 6) provides a systematic direction of orders within the department, which makes way for clear communication between employees. It creates a road map for how the work should be done and the process required to ensure relevant operational information is shared throughout the company (Quain, 2019). At the top of the front office organizational structure is the Front Office Manager (FOM), responsible for the department’s day-to-day operations. He reports to the Rooms Division Director about the operations of the whole front office department. The functions of the FOM include the following: Front office staff training The FOM is tasked with meticulously training front office staff to adhere to the hotel's rules, policies, and procedures, ensuring high-quality service and professionalism. Property management system (PMS) training is one of the most essential parts of the job of the FOM. The PMS consolidates the status and operations of all hotel properties. The PMS streamlines all front-of-house (FOH) and back- of-house (BOH) operations, reservations, and guest relationships management and automates administrative tasks. Hence, front office employees must be trained in its functions. Administrative tasks These include the preparation of reports such as daily arrival and departure reports, manager reports (a report that evaluates the revenue of each hotel department, with forecasting figures), daily sales reports (a report that summarizes the revenue data of all departments), and other reports needed by management. Representative of the department The FOM serves as the department's representative during meetings with the management to present the different reports and updates on the operations of the front office. The prepared reports are presented to the management so they will be updated on how well the business is faring and how they are operating so that they can address potential problems based on the given information. Revenue management The FOM is responsible for optimizing the front office department's revenue generation and overall financial performance. It is done by charging the correct rate for the rooms and at the designated period (lean or peak season) to maximize income and ensure the hotel can compete with other properties in the area. 02 Handout 1 *Property of STI Page 1 of 5  TH2402 Budget planning The FOM must collaborate with the Rooms Division Director and Hotel General Manager in budget preparation for hotel operations. It includes allocating the budget for payroll, operating expenses, and monitoring daily revenue opportunities. Below are the sections/sub-units and employees within the front office department that the FOM supervises: RESERVATIONS This section handles guest reservations through different modes (telephone, e-mail, websites, mobile apps, channel manager, walk-in, and sales representatives). The reservations manager organizes the staff schedule and makes informed decisions about accepting further bookings based on occupancy data. They ensure seamless coordination with other departments to optimize room availability and guest satisfaction. The reservations officer/clerk handles room reservation requests, answers incoming calls and e-mail inquiries regarding rooms, maintains and updates room inventory, and coordinates with the sales and marketing department for new promo and voucher offerings. FRONT DESK/RECEPTION The front desk/reception is where guests are welcomed and assisted with registration. The front desk/reception employees process guest registration and departures, communicate with other departments regarding guest concerns, update room status, and manage guest accounts. They record all the necessary information about the guests during the registration process. A front desk manager plays a pivotal role in overseeing the front office operations. They are responsible for training, supervising, and motivating the reception staff. They ensure the team is well- equipped to handle various guest interactions and operating duties effectively. They also need to maximize the occupancy and revenue from selling the facilities and services of the hotel. A front desk officer/clerk/agent/receptionist/associate is responsible for managing guest check-in and check-out processes, verifying reservations, assigning rooms and keys, answering hotel calls and guest inquiries, and closely coordinating with the housekeeping department for the room status report. UNIFORMED SERVICES The uniformed services include the guest service agent, concierge, valet, and bellman/bellhop. This section is responsible for accommodating the personalized services needed by the guests, such as handling guest luggage and mail, arranging for reservations at places of entertainment outside the hotel, and parking their automobiles. The guest service agent (guest relations officer) is responsible for building a personalized relationship with guests (in larger hotels). The front desk usually endorses guests with special needs, problems, or complaints to them. They are tasked with accommodating very important persons (VIPs) such as government officials, ambassadors, and celebrities. The concierge handles guest or visitor inquiries, handles mail, organizes taxis or valet parking, and attends to guest needs like entertainment tickets for amusement parks and theaters, tour bookings, flight confirmations, and car rentals. A bellman/bellhop helps manage the guest's luggage and rooming (introducing guests to the room and its amenities) (Mandke, 2020). 02 Handout 1 *Property of STI Page 2 of 5  TH2402 A valet parking attendant is responsible for managing the parking lots, parking and retrieving guest cars, and ensuring the safe and efficient operation of the valet parking service. Valet parking can be free of charge depending on the guest’s arrangements with the hotel. The door attendant (lobby greeter) serves as the welcoming ambassador of the hotel, responsible for creating a positive first impression and providing courteous assistance to arriving and departing guests. ACCOUNTS/NIGHT AUDIT The accounts/night audit section is composed of accountants responsible for managing financial transactions and conducting auditing procedures. The night auditor typically works overnight hours and reconciles daily financial transactions, including room charges, payments, posting, adjustments, and other revenue-related activities, ensuring accuracy and balance. Night auditors prepare detailed reports, financial data, occupancy levels, and other relevant information for management review and act as night shift desk clerks. COMMUNICATION The communication section manages all guest phone calls (incoming and outgoing) and their corresponding charges, takes messages for guests, and makes personal wake-up calls (when requested). This section is also referred to as a service center in other properties. The switchboard operator manages the smooth execution of all internal and external phone calls in a hotel. They transfer calls to the concerned departments, guest rooms, or personnel. They serve as a point of contact for guests seeking information, assistance, or communication with other guests or hotel staff via telephone calls. They also record and relay messages to guests. They are also responsible for facilitating emergency communications such as medical assistance requests, safety concerns, or any urgent guest needs, acting as a crucial link in the hotels' operation system. These positions, duties, and responsibilities in the front office department may be combined, especially in small-scale establishments, to reduce operational costs. For instance, the front desk officer can also be the reservations clerk. Attributes of a Front Office Professional Attributes refer to the qualities or characteristics belonging to or suitable for a job. These attributes allow employees to perform their duties and responsibilities to achieve guest satisfaction fully. A front office professional must have the following qualities to be successful in the industry: Physical Fitness. Front office employees should be physically fit and healthy since they work long hours and are usually standing most of the time. Front office employees should practice proper personal hygiene since they are in direct contact with the guests, so they must always look and smell good. Maintaining a presentable appearance, including cleanliness and grooming, reflects professionalism and contributes to a positive guest experience. Excellent memory. Front office professionals must have a keen memory and mental acuity to remember guest preferences, special requests, and key details to provide personalized services. A sharp mind allows them to anticipate and fulfill guest needs effectively. Composure under pressure. This attribute highlights the importance of maintaining composure, professionalism, and a cheerful outlook, especially when confronted with challenging or stressful 02 Handout 1 *Property of STI Page 3 of 5  TH2402 situations involving angry or dissatisfied guests. Front office employees are expected to handle complaints, requests, and unexpected issues with poise and tact, ensuring guests feel heard and valued despite the circumstances. Teamwork emphasizes the importance of collaborating with other colleagues and across different departments to ensure a seamless guest experience. As the hotel's center for information, front office employees must work closely with the various departments. Courteousness refers to being polite, respectful, and considerate in all dealings with co-employees and hotel guests. It should be inherent and genuine in front office employees as this will reflect on their actions towards guests. Communicating in a friendly and accommodating manner contributes to a positive guest experience and fosters a welcoming atmosphere within the hotel. Guest-focused means putting all thoughts and actions toward creating positive guest experiences. It is done by “putting oneself in the guest’s shoes,” which requires being sensitive to their needs and responding to them promptly, prioritizing their needs and preferences, and demonstrating empathy. Each of these attributes plays a crucial role in shaping guest experiences and contributes to the overall success of the front office in keeping and exceeding guest expectations. Aside from these attributes, product knowledge (the ability to understand all the features, benefits, and uses of a product and services of a hotel) is another essential quality a front office professional must have. Below are some of the crucial information a front office employee must know: Types of Rooms (Lara, n.d.) Knowledge of the different hotel rooms is important since these are the business’ main offerings. Hotel rooms differ in features, services, and amenities. The following are the common types of rooms in hotels: A single room can accommodate only one (1) person with a single, double, or queen-size bed. A twin room can accommodate two (2) people with two (2) twin beds. A twin bed refers to two (2) identical single beds. Double room can accommodate two (2) to four (4) persons with two (2) double or queen-size beds. It is sometimes called a twin double room. A triple/family room has at least one (1) double bed, one (1) or more single beds and is designed to accommodate a small family. An accessible room is a room designated for differently abled guests. The most common features in this room type include safety bars, emergency buttons, and fire alarm lights. This room type should be located on the ground or lower floors and near the elevators for easier accessibility. It is also suitable for seniors. An executive room is located on the executive floor, enabling convenient access to the executive lounge. Some hotels provide female executive floors assigned to female guests only for safety and security reasons. A suite room has one (1) or more bedrooms, a living space, and a kitchen area. Suite rooms can be further classified as follows: o Junior Suite. It is the smallest in the suite room category. o Executive Suite. It is larger and has more upgraded amenities compared to the junior suite. o Presidential Suite. It is the largest and most expensive room offered in a hotel where usually only one (1) is available in a property. It has one or more bedrooms and a living area with a strong emphasis on interior decoration, high-quality amenities, supplies, and custom-made services. 02 Handout 1 *Property of STI Page 4 of 5  TH2402 Rooms that have features not standard to most room types include adjacent rooms (rooms close by or across the corridor but not side by side), adjoining rooms (rooms that are side by side but do not have a connecting door between them), and connecting rooms (two rooms that are side by side and have a connecting door between them). Rooms can also be designated as smoking or non-smoking. Most hotels offer both smoking and non-smoking rooms for their guests. To lessen the effects of secondhand smoke exposure for non-smoking guests, some hotels group all smoking rooms on certain floors to separate them from non-smoking rooms. Room Rates (Confederation of Tourism and Hospitality, 2020) Front office personnel must know the different rates that the hotel offers so they can respond appropriately to inquiries. Room rate or tariff refers to the price at which a hotel lets (to provide or grant for rent or lease) its rooms. Each room type or grade may command a different rate depending on the amenities it offers guests, like the size of the room/bed, the décor, location, and view. Room rates vary from one hotel to another. A rack rate is the standard rate for “room only” in a hotel. The four (4) main types of tariffs are generally available to take account of the inclusions of meals and other extras. The terminologies vary from one hotel to another. These are the following: American Plan (Full Board). It means that the rates provided include the room and three (3) meals (breakfast, lunch, and dinner) in a day; however, the cost of drinks and children's food may not be included in the package. Modified American Plan (Half Board/Half Pension). It means the rate covers the room and two (2) meals (breakfast and lunch/dinner) a day. Continental Plan. It is a rate that includes the room and breakfast. It is ideal for guests staying overnight but having other engagements all day. European Plan. It is a rate quoted to cover the cost of the room only. Setting proper room rates helps a hotel maintain its competitiveness in the market, draw in more business, and boost its revenue. References: 3G E-Learning. (2024). Front office operations (2nd Ed.). 3G E-learning. Confederation of Tourism and Hospitality (2020). Front office operations. BPP Learning Media Enyed, E. (2019). The importance of making hotel employees part of your brand. Retrieved February 1, 2024, from https://www.sabeeapp.com/blog/the-importance-of-making-hotel-employees-part-of-your-brand Lara, J. (n.d). Accommodation operations and management. [PDF]. Polytechnic University of the Philippines, College of Tourism, Hospitality & Transportation Management. Retrieved April 16, 2024, from https://www.scribd.com/document/521179052/IM-ACCOMMODATION-OPERATIONS-PDF Mandke, A. (2020). Front office management. Knowledge Management and Research Organization. Mondal, D. (2023). Hotel front office department. Retrieved February 1, 2024, from https://www.hotelmanagementtips.com/hotel-front-office-department/ Quain, S. (2019). Organizational structure of a hotel. Retrieved February 2, 2024, from https://smallbusiness.chron.com/hotel-front-office-organizational-structure-4897.html Tutorials Point (2023). Front office management [PDF]. Retrieved February 1, 2024, from https://www.tutorialspoint.com/front_office_management/front_office_management_tutorial.pdf 02 Handout 1 *Property of STI Page 5 of 5  TH2402 RESERVATIONS The Guest Cycle (Kumar, 2023) The guest cycle involves the guests’ entire experiences in a hotel. It is divided into four (4) phases: pre- arrival, arrival, occupancy, and departure. Hotel employees must know the activities that transpire in all the stages of the guest cycle to serve guest needs efficiently. The following are the stages of the guest cycle: A. Pre-arrival is a phase of anticipation where the guest’s expectations are set, and the hotel will begin tailoring their experience accordingly. The activities in this phase include the inquiry (initial interaction that determines whether a guest will book a stay based on a hotel’s ability to meet their needs), reservation (the guest makes a booking), and pick-up service/transfer-in (a hotel service that can help the guest’s journey from the point of entry [e.g., port and airport] to the hotel). B. The arrival stage marks the initial physical interaction between guests and hotel employees. Activities in this stage include warmly welcoming guests, registration/check-in, room allocation, issuing room keys/keycards and welcome kits, and rooming. In most cases, rooms are blocked before guest arrival. The guest account is also updated at this stage, reflecting the guest’s status as in- house. C. Occupancy is the phase when guests stay in a hotel. During this stage, the front office liaises guests’ requests and special needs with the concerned hotel departments and maintains guest accounts. Activities in this phase include managing guest services, facilitating local travel arrangements, handling guest communication needs, and exchanging foreign currency. D. Departure is the point when a guest checks out and leaves a hotel. The departure process will determine what experience the guests will carry with them. During this phase, the main activities and services include the check-out process, guest payment processing, luggage handling, and transportation assistance or drop service/transfer-out (a service to transport guests to their next destination or point of entry). By understanding each stage of the guest cycle, hotel staff can ensure that their guests leave the facility with lasting positive memories, which will pave the way for their return. The Reservation Process (Dopson & Hayes, 2019) A reservation is an advance room booking made by a hotel guest. Processing reservations is an important responsibility of the front office department. It usually begins when a potential guest contacts a hotel for the availability of an accommodation type and other services they need. Inquiries and reservations can be made via telephone, letters, e-mails, in-person, fax, or a property’s website. Reservations may be classified as free/frequent individual traveler (FIT, a traveler who books the reservation on their own and is not part of any group) or group (tourist groups or corporate travelers and are offered a discounted rate based on the negotiation between the group organizer and the hotel). In the case of hotels with meetings and entertainment rooms, the Meetings, Incentives, Conventions, and Exhibitions (MICE) groups are in contact with the sales and marketing department. However, the guest details will still be forwarded to the reservations section of the front office department to process the bookings. The reservation procedure varies depending on the brand, size, and the system used by a hotel (Tutorials Point, 2023). 03 Handout 1 *Property of STI  [email protected] Page 1 of 9  TH2402 Sources on Booking a Hotel Room (Tutorials Point, 2023) The following are the different ways on how to book a hotel room: Hotel Direct. This occurs when a guest directly contacts the hotel through the hotel website, e-mail, or mobile application, call (telephone or cellphone), or walk-in (the guest went to the hotel personally). To entice guests to book with them directly, hotels provide freebies such as complimentary breakfast or a free room upgrade. Travel Agency. It is when a guest goes to a travel agency to book a room. They pay the travel agent in advance for their hotel room, and the travel agent books the room for the client's reservation. It is the travel agent that pays what is due to the hotel. Travel agents have established relationships with hotels and can secure accommodation for their clients at negotiated rates as part of package deals. The travel agent acts as an intermediary, coordinating the booking process, conveying a booking order to the hotel, and handling payment details on behalf of the guest. The guest will then be provided a hotel voucher (a document provided by the travel agency containing basic details such as the name of the hotel, its address, the stay dates of the guest, room type, and reservation code) for them to present to the reception when they arrive at the hotel for check-in. Online Travel Agency. The guest books through digital platforms such as Agoda, Booking.com, Expedia, and Hotels.com. This allows the guest to book on their own with convenience since they can access multiple hotel properties at once and check the room rates based on their preferences and needs. The guest provides a virtual credit card (VCC) number to enable the processing of the payment for the room. A hotel voucher is also sent to the guest's email to be presented to the reception during check-in. These different sources of booking a hotel room each have advantages and disadvantages; it depends on the guests which will be beneficial for them. Once the guest has chosen their desired way of booking a room, they will also process the payment to secure it, which will then fall into the types of reservation. Types of Reservations (Tutorials Point, 2023) The types of hotel room reservations are as follows: Guaranteed Reservation. The guest makes an advance payment to the hotel in a guaranteed reservation. In return, the property ensures the guest that the required room/s shall be blocked for them. A guaranteed reservation becomes a confirmed reservation once the property has accepted the payment, and a confirmation letter containing the details of the reservation and the confirmation number (a unique number for each booking used by the hotel to locate a reservation) has been sent to the guest. This will be charged even if the guest is a no-show or non-arrival. Below are ways to guarantee a reservation: o Advance deposit: An advance deposit requires guests to pay the hotel a due amount before arrival. This deposit serves as a commitment from guests to honor their reservations. o Pre-payment: This requires full payment before the guest's arrival. It is usually the most desirable form of a guaranteed reservation. o Credit card: Guaranteeing reservations through a credit card is the most popular payment method in the hotel business, offering a secure, convenient, and efficient method for guests to settle their bills and secure their reservations. A credit card is issued to a person depending on their financial status and money in the bank. The following are some of the 03 Handout 1 *Property of STI  [email protected] Page 2 of 9  TH2402 major credit cards accepted by hotels, with their respective numbers of account number and starting : ▪ Mastercard has a 16-digit credit card number that starts with 3. ▪ Visa has a 16-digit credit card number that starts with 4. ▪ American Express starts with 3 and has a 15-digit card number. ▪ UnionPay starts with 62 and has a 16-19-digit card number. o City ledger/Corporate account or guarantee: It involves a contractual agreement between a company and a hotel stating that the corporation will accept financial responsibility for any no-show guest for their bookings. This agreement is often accompanied by a Letter of Authorization (LOA) or Letter of Guarantee (LOG) from the company, which assures a hotel that the company is committed to assuming accountability for the reservation. Non-Guaranteed Reservation. It is a booking made without a deposit or other security, leaving a hotel more vulnerable to potential revenue loss due to no-shows or cancellations. The usual rule for holding rooms for this type of reservation is until 4:00 - 6:00 PM., but this may vary depending on a hotel’s policy (3G E-Learning, 2024). Other types of reservations may also be available in hotels depending on their rules, such as hold confirmed reservations (a guest paid for the room but will arrive late; hence, the hotel will hold the room until the guest arrives) or unconfirmed booking inquiry (a booking not yet converted into real reservations, but the hotel will temporarily place the room on hold for availability for the selected dates) (Netsynch Corporation, n.d.). Procedures for Taking a Reservation (Mandke, 2020) Processing reservations may be automated or manual. An automated system utilizes advanced technologies such as a Property Management System (PMS) and a channel manager to streamline the reservation process. A PMS is a comprehensive software solution that efficiently manages guest bookings, room assignments, billing, and reporting. A channel manager facilitates the effective distribution of room inventory, rates, and availability across multiple booking channels, ensuring a seamless and responsive reservation process. The eZee Absolute Property Management System is one of the web-based property management software for lodging facility owners and operators being used to simplify the different hotel operations including the front office. It supports hotel functions such as guest reservation, billing, housekeeping, and reporting. This allows easier and faster processing of guest needs and better communication with other departments who can access the system. For example, the different charges a guest consumes in the in-house hotel restaurant will be automatically posted on their bill. This allows seamless processing of the guest charges during their stay in the hotel. These technologies optimize coordination and communication across various hotel departments, ultimately enhancing the guest experience and meeting market demands. Manual reservations usually involve paper- based (e.g., index cards and density control charts to record the number of booked rooms per night) or a combination of paper and computer systems (i.e., paper forms and Excel). Though these manual reservation tools differ from the automated system, the reservation process and principles behind each activity remain the same. 03 Handout 1 *Property of STI  [email protected] Page 3 of 9  TH2402 Different hotels have specific procedures when taking reservations, but these are the basic steps performed and the sample phraseologies used: 1. Greet the guest warmly and offer assistance. Hotels usually have their standard spiels when starting a conversation. Good morning/afternoon/evening! Thank you for calling The STI Hotel. My name is Erica. How may I assist you today? 2. Determine room availability. Once a reservation request is received, determine the date and type of room (the different room types are discussed in the Fundamentals in Lodging Operations course) the inquiring party requires. Then, check if an available room corresponds to the preferred room type. May I have the date of your stay and the type of room you are looking for? Then, let me check our availability for you. 3. Accept or deny reservation requests. A reservation is accepted with the availability of the preferred accommodation and considering guest profiles (a record/database of every guest who has stayed at the hotel, including address, identification details, and previous reservations). However, there are certain situations when a reservations agent denies a booking request due to the following potential causes: o All accommodation in the hotel is booked. In such a case, the reservation staff refuses the reservation politely. Then they will suggest an alternative hotel in the same area or a different property of the same owner nearby. I am very sorry, Mr./Mrs./Ms. (name of guest). However, all our rooms are currently fully booked for the dates you requested. However, allow me to suggest (alternative hotel name), located nearby, that offers similar amenities and is known for its exceptional guest experiences. Would you like me to assist you in securing a reservation with them? o The requested type of accommodation is not available. In this case, the reservation staff will proactively suggest an alternative room type that is available. It ensures that the guest still has the option to secure suitable accommodation within the hotel. I regret to inform you that the room type you requested is currently unavailable for the dates of your stay. However, we have several other room options available that will meet your needs and preferences. May I suggest our (an alternative room type)? This room may differ slightly from your original choice, but we assure your comfort and satisfaction during your stay with us. o The guest/agent is blacklisted. Some guests or agents are blacklisted due to their unpleasing payment history or cases of unacceptable behavior, such as misconduct or violation of hotel policies. This restriction is implemented to maintain the hotel’s and guests’ safety, security, and reputation. I am very sorry, Mr./Mrs./Ms. (name of guest). However, it appears that we cannot check you in currently due to some restrictions on your account that prevent us from accommodating your reservation. I apologize for the inconvenience this may cause. 03 Handout 1 *Property of STI  [email protected] Page 4 of 9  TH2402 Refer to 03 Handout 2 for a sample scenario of how to handle a blacklisted guest. 4. Gather details of the reservation. Once room availability is confirmed, all pertinent information regarding the reservation shall be inputted in the guest profile (automated system) or indicated in the room reservations form (manual system). The pieces of information to be gathered from the guest are the following: o Name/s of incoming guest/s o Number of rooms(quantity), type of o Number of persons arriving room, and type of bed required o Arrival and departure dates (stay dates) o Contact number and e-mail o Number of nights the guest/s will stay o Remarks/Special requests (e.g., VIP, o Expected time of arrival (ETA) transportation request, amenities) o Expected time of departure (ETD) o Billing arrangement To ensure we have all the necessary details for your reservation, may I kindly ask for the following information (refer to the information above)? To complete the guest account in a reservation system, the reservations clerk must input the room rate, the individual who made the booking, the accepted by (the reservations agent), and the date the reservation was made. Note: Use the phonetic alphabet shown in Table 1 when spelling the names of the guest/s accurately. Alpha Bravo Charlie Delta Echo Foxtrot Golf Hotel India Juliett Kilo Lima Mike November Oscar Papa Quebec Romeo Sierra Tango Uniform Victor Whiskey X-Ray Yankee Zulu Table 1. ICAO Phonetic Alphabet Source: International Civil Aviation Organization (ICAO), n.d. 5. Ask the guest if they have additional requests. The usual guest requests include airport pick- up/drop service, early check-in or late check-out services, special room decorations and amenities for guests celebrating special occasions, and other special instructions to enhance their experience. Do you have any special requests for your reservation? 6. Ask how the guest would settle their bill. The modes of payment accepted by properties vary. These are the commonly accepted ones: cash (payment made in local or widely accepted foreign currency), credit card (a plastic card with a chip with the name of the guest who is booking a reservation), e- wallets (online services that allow a guest to process their payments digitally, such as Gcash, Maya, GrabPay and Shopee Pay), payment link (directs guests to a secure payment gateway with the hotel’s cancellation policy and terms and conditions clearly stated and they will be asked to provide for a screenshot of the proof of payment for verification of the finance department), bank deposit (the hotel provides their account number to the guest for transferring the payment), gift certificate (prepaid stored card issued by a hotel or related businesses to be used specifically for accommodations and will be surrendered upon check-in) or direct billing (enables hotels to issue invoices so corporate guests can pay for accommodation just as they would for any other business expense). 03 Handout 1 *Property of STI  [email protected] Page 5 of 9  TH2402 How would you prefer to settle your bill? We accept credit cards, or we can provide a payment link for your convenience. Additionally, we offer direct billing for corporate guests for ease of payment. To ensure your room is held for your arrival, we recommend that you use a credit card to guarantee the reservation. This way, we can hold the room for you. If you prefer not to guarantee the reservation, please be aware that the room is subject to availability, and we may release it after [specific time, e.g., 4:00 PM] if we do not hear from you. 7. Reconfirm the details of the reservation. This step allows the verification of information gathered and immediate correction of errors, if any. Before we conclude, let us review your reservation details to ensure accuracy. [Repeat the gathered details]. Is everything correct? 8. Conclude the conversation. Hotels usually have their standard spiels to end their conversation with a guest. Thank you for choosing The STI Hotel for your stay, [Mr./Ms. Guest name]. We are looking forward to welcoming you. Should you need any further assistance, please do not hesitate to contact us. Have a wonderful day! An e-mail detailing the reservation details and how payment can be made will be sent to the person who made the booking. Once the hotel receives the payment, a confirmation letter/notice will be sent to the guest confirming the reservation. The guest may opt to pay during registration upon arrival but leaves the booking unguaranteed. Telephone Etiquette Working in a hotel entails handling telephone calls, which extends beyond telephone operators to all hotel staff. Whether to make reservations, seek information, relay messages to guests, or for other purposes, incoming calls present an opportunity to leave a lasting impression. It is crucial that every staff member promptly and courteously attends to calls, using a clear and friendly voice that reflects courtesy, patience, and cheerfulness. As hotels endeavor to provide exceptional guest experiences and effective communication, mastering the art of handling telephone calls is essential. Below are foundational techniques and valuable tips for effectively managing telephone calls in the hotel business. Answering Calls Preparing for a Call Ensure you are equipped with the necessary information about the hotel products and services, such as types of rooms, promos, room rates, etc., to answer callers' queries. If using a telephone console, ensure it is functioning properly and ready to receive calls. Answer Promptly Aim to answer the call within three (3) rings to demonstrate attentiveness and prompt service. Answering a phone too fast can catch the caller off guard, and waiting too long can anger the caller. Greet the caller with a warm and professional greeting (e.g., Good morning/afternoon/evening. Thank you for calling STI Hotel. This is Michelle. How may I assist you?) Smile. It shows, even through the phone lines. Speak in a pleasant tone of voice. The caller will appreciate it. 03 Handout 1 *Property of STI  [email protected] Page 6 of 9  TH2402 Ask the caller for their name. It shows you have taken an interest in them. Listen Actively Pay close attention to the caller's request or inquiry without interrupting, and take notes if necessary to capture important details. If the caller has reached the wrong number, be courteous. Sometimes, a caller with a simple question is transferred all over the hotel and may get frustrated. Take the time to find out where they should be calling and to whom they should speak, and do what you can to assist them. The hand should be placed over the telephone mouthpiece when asking a co-employee for information. It saves the caller the embarrassment of overhearing a conversation not intended for their ears. Provide Assistance Know the hotel's services, amenities, and policies to assist the caller effectively. Confirm and Clarify Repeat the information provided by the caller to ensure accuracy, showing that you value their request. Clarify any uncertainties by asking questions and giving clear explanations. Conclude the Call Thank the caller for choosing the hotel and express eagerness to assist further. End the call with a courteous farewell (e.g., “Thank you for calling STI Hotel. Have a wonderful day!”). When leaving a line, use the hold button so that the caller does not accidentally overhear conversations being held nearby. Making Calls When calling someone and they answer the phone, begin by introducing yourself and the hotel you represent, then ask for the person you want to speak with (e.g., "Good afternoon! This is Lisa from STI Hotel. May I ask whom I am I speaking with, please?") Always know and state the purpose of the communication clearly. When you reach the wrong number, say, "I am sorry, I must have the wrong number. Please excuse the interruption." Then, hang up. If you told someone you would call them at a particular time, contact them as promised. If you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call. End the call with a polite and friendly tone, leaving a positive impression on the guest. Handling Rude or Impatient Callers Stay calm. Maintain a calm and composed tone. Try to remain diplomatic and polite, regardless of the caller’s behavior. Getting angry will escalate the problem. Listen carefully to the caller's concerns without interrupting and acknowledge their frustrations. Always show a willingness to resolve the problem or conflict. Show empathy by understanding the caller’s frustration and assuring you are ready to help. Propose solutions to address the caller's concerns and strive to find a resolution that satisfies them. Try to think like the caller. Remember, their problems and concerns are essential. Respond to the caller with polite language and avoid getting defensive or argumentative. If you are in a non-supervisory position, offer to have your supervisor talk to the caller or call them back if the caller persists. 03 Handout 1 *Property of STI  [email protected] Page 7 of 9  TH2402 If you are a supervisor, be willing to handle irate callers. Speak slowly and calmly. Be firm with your answers but understanding. Sometimes, the irate caller wants someone in a supervisory capacity to listen to their problem even if you cannot help them. Placing Calls on Hold Always ask permission before putting a caller on hold. Use standard phrases like, “Allow me to put you on hold" or “Can you briefly hold while I see if Mr. Jones is available?" When taking a caller off hold, always express gratitude for their patience. Sometimes, you may have other lines ringing too. Remember to write down the names of callers holding, so you avoid asking who the caller is more than once. Transferring Calls If the caller needs to speak to another person or department, transfer the caller directly to the desired person's extension rather than the operator. It will save the caller from having to explain their requests again and cut the number of times the caller needs to be transferred. When transferring a caller, tell them who you are transferring them to. Make sure to announce the caller to the person you are transferring the call to. If the called party is busy or not answering, return to the caller (e.g., “S/He is out of the office, may I take your message/would you like to leave a message/would you like to be directed to his/her voicemail?”) Taking Messages Be prepared with a pen and message slip when you answer the phone. When taking messages, be sure to ask for the following and record all information accurately: o Caller’s name (ask the caller for the correct spelling by repeating it using the phonetic alphabet). o Caller’s phone number and/or extension (including area code). o Reason for their call. Repeat the message to the caller to ensure accuracy. For example, “Just to confirm, you are requesting a wake-up call for Ms. Blasey at 6:00 AM tomorrow.” Take note of the time and date the call came in, and put your initials. You can also transfer them to voicemail instead of taking a paper message, but do not forget to ask, "Would you like me to transfer you to his/her voicemail?" Do not assume the caller would rather go to voicemail; always ask first. Express gratitude to the caller for providing the message and assure them that it will be handled efficiently. Deliver the message promptly and accurately to the intended recipient, ensuring all necessary details are complete. Ending Conversations When ending a call, the following points are to be considered: Tell the person how much you have enjoyed speaking with them. Before hanging up, ensure you have answered all the caller's questions. Always end with a pleasantry, such as "Have a nice day" or "It was nice speaking to you." When a call is terminated, ensure the receiver is correctly placed on the cradle before making another call. It enables the operator or the automatic mechanism to disconnect the previous call. 03 Handout 1 *Property of STI  [email protected] Page 8 of 9  TH2402 References: 3G E-Learning. (2024). Front office operations (2nd Ed.). 3G E-learning. Kumar, P. (2023). 4 key stages of guest cycle in hotel with activities & diagram. Retrieved February 7, 2024, from https://hmhub.in/guest-cycle/ Mandke, A. (2020). Front office management. Knowledge Management and Research Organization. Netsynch Corporation. eZee Absolute Hotel Property Management System Software. Tutorials Point (2023). Front office management [PDF]. Retrieved February 7, 2024, from https://www.tutorialspoint.com/front_office_management/front_office_management_tutorial.pdf 03 Handout 1 *Property of STI  [email protected] Page 9 of 9