Front Office Lesson

Quarter 2

FRONT OFFICE is the “nerve centre” of a hotel. Members of the front-office staff
welcome the guests, carry their luggage, and help them register, give them their room keys
and mail, answer questions about the activities in the hotel and surrounding area, and finally
check them out. In fact, the only direct contact most guests have with hotel employees, other
than in the restaurants, is with members of the front-office staff.
The front office functions can be divided into five general areas:

1.         Reception
2.         Bell service
3.         Mail and information
4.         Concierge
5.         Cashiers and night auditors

Two major departments are represented in this list. The employees staffing the first
four areas are in the rooms department. The fifth is the financial area, where guest charges are
accumulated and posted to the bills, and all cash transactions are consummated. These are all
accounting-department functions, and so the cashiers and night auditors are in that
department. The Front Office function of a Hotel is to act as the public face of the hotel,
primarily by greeting hotel patrons and checking in guests. It also provides assistance to
guests during their stay, completes their accommodation, food and beverage, accounts and
receives payment from guests.
The Front Office Department is typically composed of
1. Reception
2. Reservation
3. Concierge
4. PBX (phone service system)
5. Telephone
Reception
The reception desk is usually the place at which guests from the first impressions of
the hotel. It is also the communication centre for the hotel operations. The reception desk
may comprise of such tasks which are:-
1.                  Cashiering
2.                  Mail and information
3.                  Registration
4.                  Room assignment
 The reception desk is located in the busiest area of a hotel’s lobby. The main
financial tasks which are handled by the front office are as follows:-
1.                  Receiving cash payments.
2.                  Handling guest folios.
3.                  Verifying checks.
4.                  Handling foreign currencies /credit cards.
The above is to give an over view of the duties and organization of the front office
department. Guests who found themselves away from home, in a new environment or
unfamiliar settings are usually anxious to proceed with their business or vacation plans
without delay. They usually want to know or learn the “who, what, when, where and how” of
their new environment. The guests usually request or ask for information through the door
man, switch board operator, front desk or clerk or cashier, because these employees are the
most   visible to the guest and also seem by guests as most knowledgeable.
 These employees response to the guests’ requests or questions about public transport,
location of hotel facilities, special events in the community etc. indicates how well the hotel
has prepared the front office for this important role.
 Front office managers must take an active role in gathering information that will be
interest to guests. The relationships the front office manager develops with the other
departmental director’s and their employees are vital to gathering information for guests.
Developing positive personal relationship is part of the communication process.
 
QUESTION:

1- Explain why the front office is called the nerve centre and ‘focal point’ of all
activities in the establishment.
    Interrelationship of the front office with other departments
The front office staff interacts with all departments of the hotel, including marketing
and sales, housekeeping, food and beverage, banquet, controller maintenance, security and
human resources.
 

 
The front office is seen by these departments a communication medium in providing
guest services. Each and every department has its own unique communication connection
with the front office staff.
The front office relationships with other departments are as follows:-
1.      The marketing and sales department:- this department depends on the front office to provide
historical data on guests and other details that concern each and every guest.
2.      The billing and cashier department:- these comes under the controller who relies on the front
office staff to provide a daily summary of financial transactions which goes through a well
prepared high audit.
Therefore, since, it is the duty of the front office to provide the controller with financial data
for billing and maintenance of credit card ledgers, these two departments must relay
payments and changes through the posting machine or property management system.
3.      Maintenance Department: - Communication between the front office and maintenance is on
room status and requests for maintenance service. Maintenance employee must know the
occupancy status of a room at the front office before attending to plumbing heating, air-
conditioning problem and many more repairs.
If the room is already under reservation, the two departments will work out a time frame so
that the room can be fixed before the arrival of the guest or another room to be assigned if
repairs will take long.
4.      The security department: - Communication and good relationship between the front office
and the security office is very important in providing hospitality and comfort to the guest.
This department relates to each other properly and must have good communication in
maintaining guest security, fire safety, measures and emergency communication systems such
as fire alarms, as well as procedures for routine investigation of guest security concerns.
5.      The human resources management department:- This  department may rely on the front
office staff to act as initial point of contact for potential employees in all departments. Some
directors of human resource management depend on the front office to distribute forms and
other personnel related information to job applicants.
6.      The food and beverage department: - this department depends on the front office to
determine the quantity of food to cook and type. When the front office is expecting new
arrivals, food and beverage department is notified as well as other departments
 
QUESTIONS:
1-                  Discuss on the relationship between the front office department and the
housekeeping department.
2-                  What are the functions of the following departments?
a.                   The maintenance department
b.                  The Human Resources management Department.

The different components of the front office in relation to the following;-

   Front desk
    Concierge
   Switch board
   Porters
   Luggage handling
 
Front Office: Who is in it?

1. The front desk:-being said to be the most active section of the front office is usually
located at the far corner of the lobby. Equipment found at the reception desk are a table,
chair, booking diary, day and night porter’s log book.
This equipment are neatly arranged. There should also be either a per stand
with a good ball point pen or a pen and inkstand for the use of guests when registering,
it should be clean and changed regularly. The hotel register should also be placed neatly
on the desk and kept closed so that it will not be seen by everybody. If registration cards
are used, they should also be placed neatly on the desk, and should be supplied
constantly so guests can register with a minimum delay.
For the benefit of the guest, a perpetual calendar should be placed in a
convenient position, with the date and day of the week correctly shown at all times. It is
also essential that a large calendar be kept for quick reference by the reception staff
showing several months in advance and showing days which the hotel is fully booked.
This will save time when requests for accommodation are made by telephone.
               2. Concierge: - is a uniformed staff in the front office whose activities is directly with the guest
and his needs. The concierge sometimes acts as an escort to sloops in town, or the bus station,
concerts taking place in town. This uniformed staff generally runs errands for guests.
        3. The switch board:- regardless of the size of the hotel, there will be a telephone. The larger the
hotel or establishment, the greater will be the need for telephone usage. A small switch board
would probably be placed in or near the reception office to be operated by a receptionist or a
member of the uniformed staff. In larger hotels, a switch board would be placed in a room
where more than one telephone switch board operators would be employed to deal with the
numerous in-coming and out-going phone calls.
       4.         Porters: - Came under unformed staff and comprise of all those members of the hotel staff
who wear uniforms.his uniform is of is of a colour distinctive to the hotel and the basic
design is the same among hotels.
The head porter is in charge of the uniformed staff. The head porter is usually responsible for
allocating and supervising the duties of the members of the uniform staff. He keeps a log
book in which he records all the happenings of the day – arrivals, departures, messages,
errands etc. he notes with each entry the time of day and the names of the persons concerned.
Should any query arise reference to these records is of great assistance. In addition to the
organizing and supervising of his staff, the Head Porter is in direct contact with the guests.
He must have a good memory for names, faces and be able to greet guests correctly.
       5.      Luggage handling: - in hotels where there is a luggage room a Head Luggage Porter is in
charge and he is responsible to the Head Hall Porter for the smooth and efficient running of
the organization of this room. It is his duty to ensure that a record is kept of all luggage
passing through the luggage room and to know which member of his staff handled it.
 

PRODUCT KNOWLEDGE is very important in front office operation. Front office

personnel succeed by integrating multiple sources of information and responding quickly and
effectively to customer’s requests and question. The following are the major areas where
product knowledge can be profitable to the hotel establishment.

1. Accommodation Product:- this product does not just consist of a guest room – single or double, but
also the additional facilities and services which are applicable to a particular room e.g. does the room
have a pleasant view, is it away from noise etc. Since the accommodation product cannot be examined
before a guest commits his/her self, a guest relies upon the front office staff to be able to describe the
 product accurately. It is therefore important for the front office staff to have knowledge of what is
included in the accommodation of the hotel he/she is paying for. This knowledge will increase sales
and productivity for the establishment.

1.   Layout of the hotel:- this is also important in product knowledge of front office operation. A
good receptionist should know the layout of the establishment for good impression of the guest.
The guest may ask the following questions – there is the restaurant, or lounge, or bar? Or what
are the bar hours, when is the pool open, how early does breakfast start for those guests
checking out early. What type of facilities is available?

2. Knowing all types of menus- Knowing all types of menus is very important. The staff must
know all types of menus offered by the restaurant and the times of services. For example, there
are mainly two types – The Table D’horte and ala cante.

3. General information:- staffs at the front office must also acquire general information about
lounges, bars, hall, swimming pool etc. all being part product knowledge a receptionist must
have for smooth running of the establishment, high project, and high patronage of guest.

4.   Equipment available:- is also related to product knowledge in front office operation for
example, equipments available for conferences, special functions, entertainments and
programmes  offered by the hotel. Also the size, and types of fixtures and furnishings are also
important for the front office to have knowledge of since it is the focal point and nerve centre of
the hotel.
The reception office is the most visible department in any hotel, where all information
of an establishment and all activities of the serving departments are gotten.
 
 Front Office Structure of a Modern Small Hotel

 
Functions of the Reception office
In all hotels, the reception office is the focal point or nerve centre of the overall hotel,
not only to other departments, but also the first point of contact for incoming visitors.
Ideally, the reception desk should be seen immediately when a guest enters the hotel lobby and
this should present a picture orderliness and effectiveness. A noisy and untidy reception office
will create an unfavourable impression and will cause a guest to have negative feelings about
the organization and efficiency of the whole organization.
Whether the offices is a small centralized office of a medium sized hotel, or the front
office a large hotel, there must be clearly defined areas of advanced reservations cashier and
billing account, telephone and front desk reception. The functions of the front desk reception are
as follows:-
-          Selling accommodation
-          Receive and welcome
-          Check in and register guest.
-          Check out guests and deal with the settlement of their accounts.
-          Handle enquires and complaints and provide information.
-          Deal with advance reservation.
-          Allocate rooms.
-          Keep up to the minute records of room status.
-          Handle in-coming and out-going mails.
-          Deal with telephone communication.
-          Attend to all duplicating and photocopying.
-          Maintain good communication with all departments.

In large hotels, the reception office basically, the sales department deals with enquiries and
necessary records and charts for letting out accommodation. The cash control, banking accounts
are deceit with in subsidiary offices to relieve the pressure in the front office.

In the all average size hotel, these tasks could be centralized and dealt with by the brigade
of receptionist in the front office.
 
QUESTIONS
2.   Explain the following components of the front office
a.                   Luggage handling
b.                  Porters
2.   Describe the front point desk and its component.
 
The Qualities of a Front Office Employee

The Quality of the front office employee in forms of the following:-

 
a-                  High standard of professional attitude.
b-                  Hygiene standards.
 c-                  Etiquette and communication skills
d-                 Dress code
 
a-                 High Standard of professional attitude: - a good front office staff must possess qualities
ranging from good manners, common sense, adaptability and a controlled sense of humour,
to diplomacy, knowledge of languages, a head for figures, and a smart appearance & high
standard professionalism also includes the following.
(i)                 Pleasantness- as the saying goes, pleasantness breeds pleasantness. One of the first
essential qualities of a hotel employee to posses is a naturally pleasant manner. This will be
a great asset in dealing with people, because the attitude of a front office employee is often
and quickly reflected in the person with whom he/she is dealing with.
(ii)               Good manners: - is an integral part of a front office employee’s technical ability. The
adding ‘sir’ or ‘madam’ when he/she addresses people does not make her /him humble or
service. This showing of respect should also be extended to his/her colleagues and all staffs
in the establishment.
(iii)             Ability to think and work methodically. The cultivation of an orderly mind will materially
assist in the development of efficiency and the elimination confusion, especially when
working under pressure.
(iv)             Accuracy:- this is another quality absolutely essential to the front office employee, for
without it her work would become a game of chance at which the hotel would be the loser.
Accuracy in every aspect of the front office staff’s work is vital. Accurate booking of
accommodation making up of guest’s accounts, spelling and recording of names are all
important.
(v)               Team Work:- is essential in the running of a good hotel, therefore, its staff must be loyal
to one another and to the management.
 
b-                  Hygiene Standards: - personal hygiene for men is as important as it is for women
particular care should be taken about being well shaved and having properly cut hair.
Unkempt hair is not encouraged. Long hair should always be kept well groomed and tidy.
Both the male and female employee in the front office must ensure that their working
clothes are kept clean and in good repair.
 
 Bad Breath (Halitosis) and body odours are not pleasant and persons so afflicted should do
their best by brushing teeth twice a day, using mouth freshener, and visiting the doctor on
regular basis. Perfume should not be worn to conceal odours.
Hygiene standards-hands and finger nails are constantly under the gaze of visitors, should
be clean and the nails well manicured. Nail varnish should be avoid or light colour used.
Make-up needs to be very light or none at all.
 
            C.  Etiquette and Communication Skills-communication is one of the tools of management for
successfully getting the job done. It is therefore necessary to appreciate and comprehend
the meaning, implications, purpose and problems of communication. For example, at work
between workers and their managers, or between co-workers and their colleagues.
Communication has a uniting force. First, it important to establish exactly what the
expected standards of performance are, what a particular job entails, and to ensure that the
employee knows exactly what is communicated to him, and what is expected of him.
The second important aspect is to give feedback on how well tasks are being carried out
and the standard of performance being achieved. This will not only ensure that the job is
carried out as planned, but it will also reduce the employee role ambiguity – meaning to
know exactly what is expected of him, and knowledge of the actual results of work
activity. In that case, if the communication was very clear, and well comprehended by the
employee, it would definitely result to a high motivational effect which would be seen
visibly.
 
Making the Right Impression at the Front Desk: How Proper Etiquette
Helps
We all know that you never get a second chance to make a good impression.  But just
how can hotel management ensure that they are making the right impression at the front
desk?  As a General Manager, I believe that it is my responsibility to ensure that our guests
find both efficient service and a positive, outgoing, and friendly attitude the minute they
arrive at reception.  Here is my advice on front desk etiquette:
Proper staff attitude starts with management and is then diffused to members of staff. 
This means that the positive attitude that I want my staff to have when dealing with our
customers must start with me.  If I approach my duties with a smile, a can-do attitude, and a
determination to meet or exceed our customers' expectations, my staff is more likely to do the
same.  
The most important part of the uniform my front desk staff wears is their smile.  This
smile should reflect the pride they take in their work and it should be worn not only when
greeting guests in person, but should also be “heard” when talking on the phone.  Guests
should ideally be greeted within 10 seconds of their arrival.  This can sometimes be
complicated by the fact that your staff may already be serving another guest. 
However, I have trained my staff to acknowledge new guests immediately and to tell
the new guests that they will be with them momentarily, even if they are presently serving
someone else.  Phones should be answered within four rings and with a tone of voice that
reflects his or her smile.
Another way that I ensure that my staff has the right attitude towards our guests is by
treating them in the same way that I want them to treat our customers.  I strive to create an
environment in which my staff can be happy with their present job and take initiatives in new
areas.   I consider their individual needs and desires, and they in turn do the same for our
guests. 
Since we are a property with a lot of repeat business, we try to learn our guests’
names and greet them by name when we see them.  Both my staff and I do this on a regular
basis; it lets our guests know that they are not just a room number but also a person whose
business we value.
I also give high priority to thorough training in efficient procedures.  Proper training
on all of the front office equipment, including the switchboard, computers, and office
machines, not only increases efficiency, but also makes it less likely that your staff will get
frustrated and take it out on your guests.  Moreover, if your staff can efficiently operate your
computer system, the process of registering guests is quicker and the billing process upon
their exit will be correct.  This is crucial to leaving a lasting good impression.
Finally, we must also make it a point to inform guests of all of the amenities we offer
as well as hours of operation and local area information.  If the guest is not given this
information,  he or she may not realize what you are offering and what value it represents in
the amount they are paying.  The guest should be aware that we are staffed 24 hours per day
and that we will be glad to answer any questions or concerns they might have.  This gives our
guests a point of reference, whether they would like to learn about local restaurants or
whether they need a light bulb replaced in their room. 
 It is my job as a General Manager to make sure that our staff is equipped with the
knowledge they need in order to efficiently perform their jobs.  It is also my responsibility to
create an environment in which they can thrive professionally.  My individual attention and
positive attitude towards my staff encourages my staff to treat our guests in the same way I
treat them—with respect, a can-do attitude, and a smile.  Not only do we then make a good
first impression, but we create a great lasting impression of our hotel and its service, which
makes guests likely to return again and again.
 
d-                 Dress Code – the clothes worn by a front office employee (receptionist) when at her job are
of paramount importance. A neat and well groomed appearance indicates a pride in her, and
in her work. The clothes worn by a receptionist must be suitable for her job. A great number
of hotels provide a uniform for their receptionists to wear which is usually plain but smart
outfit. If no uniform is provided by the hotel, and the receptionist is free to decide for herself
what clothes she will wear, care must be taken in the choice she makes.
Both male and female receptionists must ensure that their working clothes are kept
clean and in good repair. Often where uniform is worn, the hotel will provide laundering or
cleaning services for the staff, or may make pressing facilities available on days off. All this
helps to ensure that those who are in contact with the visitors always look well groomed and
thus help create the right atmosphere.

QUESTIONS
1.      List 5 hygiene standards of the front office employee
2.      Discuss on dress codes of the front office employee

The Functions of the Front Office

1.         Receiving and Welcoming guests- the following procedures should be followed
·                     The first thing a hall porter should do upon a guests’ arrival is to assist with luggage and
escort the guest to the reception desk where the guest will be welcomed again by a friendly
receptionist.
·                     The receptionist (after welcoming the guest) with a smile and polite greetings gives the
guest a pen and registration form to fill out. The receptionist then checks to see whether the
registration form is completely and correctly filled out.
 ·                     The identity booklet or key card together with any messages or letters that may be waiting
for the guest is then handed to him/her. The room key is given to the porter who will escort
the guest to his/her room.
·                     Upon arrival at the room, the hall porter (who will be in front of guest) will unlock room,
point out all electrical appliances, and explain to the guest about their instructions and uses.
Checks the hot and cold water to see if it is working properly.
·                     The porter then places the guest’s key on the table makes a polite bow, saying “if there is
anything else I can help with, if not he makes his exit saying “has a good stay”.
 
2.         Checking in/out of guests:-
Functions, Activities, and procedures used for checking –in and checking out of
guests
 
I-Guest Cycle:
The guest cycle describes the activities that each guest passes by from the moment he/she
calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest
cycle encompasses 4 different stages, which are depicted in the underneath diagram:

 
Pre-Arrival ►Arrival ►Occupancy ►Departure
 
 
Each stage of the guest cycle is associated guest service, and guest accounting activity/ies.
1.      Guest services:
 

Reservation ► Registration ► Occupancy Services ► Check-out and

history

 
 

 
1.                  Guest Accounting:

Establishment of Credits ► Posting Charges ► Night Auditing ►

Settlement of accounts

 
Below is a description of the activities undertaken at each stage of the guest cycle:
 
1. Pre-arrival:
At the pre-arrival stage, the hotel must create for every potential guest a reservation Record.
Doing this initiates the hotel guest cycle. Moreover, reservation records help personalize
guest services and appropriately schedule needed staff and facilities
 
The reservation department should, then, complete all the pre-registration activities and
prepare guest folios (applicable only for automated systems). Doing so will eventually
maximize room sales by accurately monitoring room availability and forecasting room
revenues
 
2. Arrival:
At the arrival stage, registration and rooming functions takes place and the hotel establishes a
business relation-ship with the guest.
 
The check-in clerk should determine the guest’s reservation status (i.e. pre-registered guests
versus walk-ins). Later, he/she shall prepare a registration record or make the guest sign the
already-printed pre-registration record (under some of the semi-automated and all fully
automated systems).
 
The registration records shall include the following personal and financial items:
 
a) Personal information:
1.      Name and Surname of the guest along with billing address, telephone number,
and any other coordinates
2.      Passport number, birth certificate, and/or driving license number (whatever
applicable)
3.      Any special needs or requests
4.      Guest Signature
 
b) Financial information:
1.      Date of arrival
2.      Expected date of departure or length of stay depending on how the system in the
hotel is designed
3.      Assigned room number
4.      Assigned room rate
5.      Guest's intended method of payment
 
Registration records can be used for various purposes:
a)      Satisfy guest needs
b)      Forecast room occupancies
c)      Settle properly guest accounts
d)     Establish guest history records at check-out [personal & financial information]
e)      Assign a room type and a room rate for each guest
f)       Determine long-run availability [i.e. reservation information] versus short-run
availability [i.e. room status]
g)      Satisfy special categories of guests such as disabled people through barrier-free designs
 
3. Occupancy:
At the occupancy stage, the front office department shall coordinate guest services in
a timely and accurate manner. Moreover, front office clerks should encourage repeat guests
by paying a great attention to guest complaints. This is ensured by placing complaint and/or
suggestion cards in every public place and revenue centres in the hotel. Moreover, the hotel
shall, at least on a daily basis, collect comment cards, proceed with their analysis, and
provide positive feedback to guest as soon as possible.
 
In addition, shall design effective procedures in order to protect the funds and
valuables of guests. This might be ensured through guest key control, property surveillance,
safe deposit boxes, and well designed emergency panels and exits…
 
Another activity at occupancy is to process posting of guest charges [i.e. post room
rates, F&B charges, additional expenses, and taxes…] to various guest folios, master
Folios… While doing so, front office clerks shall continuously check for deviations from the
house limit, and take corrective measures as to change the status of the guest to Paid-in-
advance. Finally, front office clerks shall periodically review Account Balances in
coordination with the night auditor.
 
4. Departure:
At the departure stage, the guest shall be walked out of the hotel. Moreover, front office
clerks shall create guest history record. Finally, cashiers shall settle guest account outstanding
balances [i.e.: balance the Guest account to 0]
 
In general, a proper checkout occurs when the guest:
a)      Vacates the room
b)      Receives an accurate settlement of the guest account
c)      Returns room keys
d)     Leaves the hotel
 
At departure, checkout personnel should encourage guests to consider returning to the hotel
on any future date. That's why cashiers should act like a true sales person, and might
eventually accept guest future reservations. That way, the stages of the guest cycle become
really a cycle (i.e. start from where it ends).
 
If at departure, the guest account is not fully settled, then late charges accumulates. In such an
undesired case, the responsibility of collection lies within the accounting department,
however the front office department shall provide all necessary types of information to make
this collection easier, quicker, and feasible.
 
II- Front Office Systems:
Until the 1960's, nearly all hotels were operating under the manual system. At late 70's, with
the introduction of computers, hotels shifted to semi-automated systems. Nowadays, most of
the five-star hotels operate under the fully automated system. Below is a brief description of
the three different systems under which hotels might operate.
1.      Non-automated [manual] systems: This very system is the one characterized by the sole
usage of hands. In fact, all formats, procedures, and different kinds of calculations are
done manually.
2.      Semi-automated [Electro-mechanical] systems: This system gets use of some Electro-
mechanical equipment. In fact, under the semi-automated system, each department might
have its own computer system under which it handles all its operations.
3.      Fully automated [computer based] systems: That's the best system ever used in the hotel
industry. In fact, it is characterized by the excessive use of departmental software package
programs integrated and connected to a main frame or terminal situated at the front office
department.
 
QUESTIONS
1-                  Explain how arrival and departure is prepared.
2-                  Discuss on the Different front office systems