FRONT OFFICE MANAGEMENT

Sr. Week Task Conditions Materials Practical Theory

No No Equipments
1 1 Using the English Normal working conditions Ability to execute all job Basic Vocabulary
Language and/or related guest contact in
other customer the English language, Front Office and
related foreign greeting guests, accommodation
language registration

2 2 Normal working conditions Giving information, Vocabulary.

selling rooms, dealing
with enquiries etc.
Phonetic alphabet

3. 3 Preparing for work Normal working conditions Ability to hold a simple Basic hygiene and
everyday conversation
with guest. Front Office systems

Language standard to
approved level.
4. 4 Preparing for work Normal working conditions . Arrivals List Front Office
. Departure list organization and layout
. Reservations
. Room availability
. Room
allocation/Functions
activities.

5 5 Normal working conditions Work standards The Hotel Industry

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 . Organization
. Timing
. Cleanliness Housekeeping
Knowledge.
6 6 Preparing for work Normal working conditions Personal Profile of market and
hygiene,including: guest history.
. Clean Skin, hands,
hair Product range.
. Regular hand washing
during work shift.

7 7 Normal working conditions Clean teeth and breath Local Knowledge

. Clean clothing/uniform Customer expectations
. Covering mouth when Etiquette.
sneezing or coughing.
. Covering of cuts,
grazes
and wounds.

8 8 Normal working conditions Personal appearance Caring for the customer

factors:

. Tidy hair
. Makeup
. Jewellary
. Perfumes/lotions
9 Caring for Normal front office Quality and standards of Hotel markets/customer
Customers conditions service: profiles and guest
. Greeting history
. Advance check- in Etiquette/politeness.

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 . Checking –in
. Giving information
. Checking –Out

10 10 Caring for Normal front office Dealing with special Communication theory
Customers conditions requests. including body language
. Saying goodbye.
Standard of politeness:
Typical dialogue and
exchanges.
11 11 Welcoming guests Prepare for work Standards for: Hotel security systems
to the hotel. . Arrival by taxi, private
car, by foot and other
forms of transport.
.Group and individual
arrivals

12 12 Welcoming guests Prepare for work Greeting standards: Basic hygiene

to the hotel. . Welcome phrase
. Politeness and
etiquette.
. Welcome cards
. Call guest procedures
. Providing information/
packs

13 13 Welcoming guests Prepare for work Handling guest feed back Front Office procedures
to the hotel. . Advance payment
. Dinner bookings etc.
14 14 Issuing and Room Keys Procedures and sequence Local knowledge and
controlling room for the handling of guest government regulations.

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 keys. Key racks keys:
. Receiving and sorting
Types of key system: keys
. Mechanical
. Electronic
15 15 Issuing and Issue of keys for: Basic hygiene
controlling room . Guest arrival
keys. . Group arrivals
. Registered Guest
. Lost Keys.

Standard and control for

master keys.
16 16 Dealing with guest Normal operating conditions Efficiency of Basic hygiene
enquiries implementing requests:
Follow-up procedures

17 17 Handling mail and Normal working conditions Procedure for: Security and safe
messages Time stamp . Handling incoming and custody systems
outgoing mail.
. Sorting guest mail and
notifying guests.
. Mail before arrival
. Mail after departure
. Internal mail
distribution.

18 18 Handling mail and Normal working conditions Proce3dures for handling Security and safe
messages Time stamp messages. custody systems
Accuracy of:

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 . Writing skills
. Guest messages
. Filing systems
Promptness of :
. delivery of message to
guest
Sundry sales
Using the telephone
19 19 Arranging safe Types of deposit box Procedures for the use of Caring for the customer
custody of safety deposit boxes :
valuables Types of safes in room safe . Guest cards
. Keying system
. Boxes/envelopes

Procedures for handling

lost property.
20 20 Handling Environment and conditions Standards and Human relations theory
complaints appropriate for listening to techniques for handling
complaints complaints; listening,
recording, understanding
guests position and
needs.

21 21 Handling Environment and conditions Procedures for: Communications theory

complaints appropriate for listening to . Taking action and including body language
complaints follow-up
Reporting to higher
authority.

22 22 Checking-out Luggage handling facilities Organization of check- Caring for the customer
guests and equipment outs/ timing

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 Avoidance of queues:
Cashiering equipment . Advance checkouts.
. Speedy checkout
. Group checkouts
23 23 Checking-out Procedures for preparing Front Office and
guests and receiving payments cashiering systems:
of Checkout procedures
Guest bills.
Procedures for paying
guest bills:

. Cash
. Credit card/approval
24 24 Checking-out Sequence and procedure Referral reservation
guests of: Arrangements
. Recording check-outs
. Room rack/computer
. Notifying check-outs;
cashier, housekeeping.
. Left luggage
. Luggage clearance
system/ bell captain
. Luggage errand cards
Return of room key

Guests who walk out

without paying.
25 25 Arranging Luggage handling Procedure for: Caring for the customer
Departures and . Arranging
seeing guests off transportation
. Thanking the guest for

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 staying at the hotel.
. Checking that they
enjoyed their stay.
. Inquiring about future
reservations /return
visits
. Saying goodbye Guest

Comment Cards.
26 26 Handing over at Normal working conditions Recording unfinished Front office procedures.
the end of a work work
shift. Recording special
requests
Recording expected late
arrivals and departures.
Urgent/important
messages to be given.
Recording special
incidents or problems.
Handling over tidying
up(Checking equipments
and supplies)

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