Front Office Operations Presentation 1

8/2/2019 Front Office Operations Presentation 1

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Click to edit Master subtitle style

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Front office operationsThe front office functions:

1- Reservation2- Registration3- Room and Rate assignment4- Guest service5- Room status6- Maintenance and Settlement of guest accounts

7- Creation of guest history records

The front office develops and maintains a comprehensive data base ofguest information, coordinate guest service, and ensure guestsatisfaction.


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Organization

Large hotel organize the front officeaccording to function, with differentemployees handling separate area.


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Work shifts

The workload for the front officeemployees is 40-hour weekly in mosthotels.

q Day shift 7 A.M. 3 P.M.q Evening shift 3 P.M. 11 P.M.q Night shift 11 P.M. 7 A.M.


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Job Description

Job description is list of all the tasksthat compose a work position.

Job descriptions include:

1. Outline reporting relationships

2. Responsibilities

3. Working conditions

4. Equipment and materials to be used

5. Other important information specificto the place of employees.


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Job Description

To be most effective: J.D. should be customized to the

operational procedures of a specificlodging property

J.D. should be task oriented, theyshould be written for a position, not

for a particular employee. J.D. will become date and

inappropriate as work assignments

change, so they should be reviewed


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Job Description

Well-written Job Description can beused: In evaluation job performance. As an aid in training or retraining

employees. To prevent unnecessary duplication

of duties. To ensure that each job task is

performed. To determine appropriate staffing


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Job Description

Finally each employee in the frontoffice department should be given acopy of the J.D. for his/her position,

even before an employment.


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Job specification


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Room Division

Room division is the most importantdepartment in the hotel in the termof providing quality guest service,

because this division has a highdegree of guest contact. And createthe impression of a quality

experience for the guest. The roomdivision prepares its product (guestroom) for the guest to stay. Forexample if the guest room does notmeet the guest expectation, then


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Room Division

The structure of the room division isvary from hotel to hotel and thevariations come from the differences

in the:1. The size of the hotel

2. Type of the service and Level of the

service provided by different hotels3. The geographic location

4. Local workforce skill levels

5. The organization preferences of


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Room Division

The duties of room division manager:

1. Responsible for the supervision ofemployees engaged in the operationof the front area of the hotel

2. Coordinates with other departmentsin the hotel and maintains open

communication with them to goodservice for the guest

3. Maintains responsibility for staffing,

purchasing, and budgeting.


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Front office

Front office department include frontdesk, reservation, PBX, uniformedservice, concierges.

Each of these area is important increate a positive experience for theguest of the hotel.

Each of these area create anenvironmental that will provide thehighest level of guest services.


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Front office

The duties of front office manager:

1. Supervise the department

2. Monitor guest service

3. assists the room division manager incompiling information for reports

4. Assists in the training of front officeemployees.

5. Prepares the daily payroll report, VIP room assignments ,

and out of order rooms report.


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Front Desk

Open 24 hours per day , 7 day in theweek , and 365 days in the year. Andthis is the center of the hotel.

The place where the guest get theinformation, to get help, registermost of their complains.

It is the front desk manager functionwhich include check-in and check-out procedures.


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Front office operations

There are four stage for guest cycle: 1- Pre-Arrival 2- Arrival 3- Occupancy 4- Departure


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Pre-Arrival The guest chooses the hotel during the pre-arrival stage.There are many factors which can affected on the choice of hotel:1. Previous experiences with the hotel.2. Advertisements.3. Company travel policy.4. Recommendation from travel agents.5. Friends.6. Business associates.7. The hotels location or reputation.8. Frequent traveler programs.9. Preconceptions based upon the hotels name or chain.10. Room rate.11. The guest decision may be influence by the ease of making

reservations.12. How the gent describes the hotel and its facilities.


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Arrival Stage

This stage include :

1. Registration.

2. Rooming functions.

The business relationship startfrom this stage between the guestand the hotel through the frontoffice.

The responsibility of the front office

staffs:


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Arrival stage

The front office agent must befamiliar To sale successfully with:

1. The hotel room type

2. Rate

3. Guest service

Be able to describe them in a positivemanner.


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Arrival stage

Gathering all the importantinformation in detail at the time ofreservation and registration

enhances the front office ability tosatisfy special guest needs.

At check out the guest registration

recorder may become the primarydata source for creating a guesthistory record which record all the

personal and financial informationabout the hotel uest which it can


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occupancy stage

As the center of hotel activity Coordinating guest service is

responsibility of the front desk

among many services. The front desk staff should respond

to requests in a timely and accurate

way to maximize guest satisfaction. The major of front office objective to

encourage repeat visits.

Constructive communication


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Occupancy stage

Room rate of the guest room is thelargest single charge in the guestfolio, and all the expenses can be

charged to a guest account asservice purchased from the hotelrestaurant, room service department,

telephone bill, transportation, giftshop, and other revenue outlets


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Departure

Guest service and guest accountaspects of the guest cycle, and thefinal element of guest service is

processing the guest out of the hoteland create a guest history file.

The settlement of guest account is

the final element of guest accounting(that is bringing the account to azero balance)


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Departure

Check out:

1. The guest vacates the room

2. Receives an accurate statement ofthe settled account.

3. Returns the room keys

4. Leaves the hotel

The front office system automaticallyupdates the rooms availabilitystatus


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Departure

During check out the front office staffs shoulddetermine whether the guest was satisfied withthe stay and encourage the guest to return to thehotel or the another property in the chain.

More information about the guest it can help themanagement to develop marketing strategies toincrease business.

a positive impression about the hotel: it important

to for the customers to leave the hotel with goodimpression and affect how they talk about thehotel to the others more over it can determining ifthe guest return to the hotel in the future or not.


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Departure

Property management system: useregistration records to automaticallyconstruct a guest history file.

A guest history file: is a collection ofguest history records


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Departure

The purpose of account settlement isCollect money due the hotel priortoguest departure, depending on the guests

credit arrangements. The guest will paycash or by credit card. Account balances should be verified and

errors corrected before the guest leave the

hotel May be the problem occur in the guest

account settlement for example when thecharges are not posted to the guests

account until after the guest checks out.


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Duties of front officepersonnel

We will examine the duties of each sectionin the front office:

1. The reservation office

2. Reception(the front desk)3. Mail and information

4. Telephone

5. Guest relation offices

6. Front office cashier

7. Business centre

8. Night auditor


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The reservation office

Staff in the reservation office include The reservation manager The reservation clerks

Duties of the reservation managerinclude:

1. The reservation manager will be in control of the

section.2. Organize the staff duty rotas

3. Establish and maintain high standards of work

4. Make decision, whether bookings should be

accepted or not


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The reservation office(cont)


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Reception(The Front Desk)

The staff in the front desk section or(Reception) include:

1. The reception manager or front desk

manager.

2. The reception supervisor or frontdesk supervisor.

3. Senior receptionists andreceptionists or receptionclerks\agents.


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Reception(The Front Desk)

In general the front desk controlled by thefront desk manager

The duty of front desk manager to

achieves the maximum revenue andhighest level of room occupancy possible. The responsibility of reception manager to

monitor and motivate their staff and

maintain a high profile with the guests. This is helps to ensure that a quality

service is being given by the front officedepartment in particular and the hotel ingeneral.


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Reception(front desk)

The responsibilities of the receptionsupervisor :

1. Guarantee the smooth running of the

front desk.2. The y organize the duty rotas.

3. Handle complains or difficult customers

which a receptionist may not be able todeal with.

4. The duty of the front desk supervisor tonotification and greeting of important

guests (VIPs).


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The responsibilities of seniorreceptionist is:

1. The senior receptionist is in charge

of each shift of staff.

2. The responsibilities of seniorreception will assigning room to

guests.3. Dealing with group arrivals.

4. Handling guests immediate

problems or queries.


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The responsibilities of receptionistsor front desk clerks\agent:

1. Prepare for the guests arrival

2. Greet the guests when they arrival

3. Check the guests into the hotel

4. Assign suitable rooms and check the

guests method of payment5. They keep a record of the status of each

room in the hotel.

Documents

Front Office Operations Presentation 1