1.

TO BE ABLE TO IDENTIFY THE

MAJOR SOURCE OF REVENUE FOR
THE HOTEL.
2. TO KNOW THE BASIC FUNCTION
OF FRONT OFFICE DEPARTMENT.
3. AND, TO LEARN THE FRONT
OFFICE GUEST CYCLE.
⚫ One of the major sources of revenue for the
hotel is ROOM ACCOMMODATION. This
service comes from the ROOMS DIVISION or
ROOMS MAINTENANCE DEPARTMENT. It
consist of 3 sections:
⚫Front office – attends to the bookings
and registration of hotel guests.
⚫Housekeeping – looks after the
cleanliness, orderliness and maintenance
of guestrooms and public areas as well as
provision for linen/laundry service.
⚫Room sales – handles room
reservations and sales. In smaller hotels
and lodging houses, room sales is made
part of the function of front office.
Front Office Department

⚫ Is a very critical
service unit because
the first contact of
guests and prospective
patrons in the hotel
are the FRONT
OFFICE PERSONNEL.
From this first contact
the guest makes his
first and oftentimes
lasting impression
about the hotel.
In this CHART you will literally see the different departments and
sections of the hotel that the Front Office actively interacts with as it
runs the gauntlet of operations daily.

Operations in the Front Office Department have TWO (02)

categories, Front-of-the-House, and Back-of-the-House.
Reservation (Take note of your VIP, SPATT and REPEAT)

A Front Office Associates imbibed with the necessary skill sets of SELLING and UP-
SELLING, must also know how to receive, and process reservations from various sources and
thru multiple channels, including the filing of reservation records, revision and or amendments,
and cancellations if necessary, all these actions are acted upon at the appropriate time to make
sure that guests would have their rooms and other special requests or instructions, upon entering
the hotel.
This person is a member of the executive committee, that comprises of the different division heads
of the hotel, oversees this division composed of many different departments responsible for or
focused on the maintaining guest rooms, and guest services.

The Front Office Manager has at his or her disposal the basic elements of effective management
practice: employees, equipment, inventory (rooms to be sold), a budget, and sales opportunities.
This person reports to the Division of the Hotel.

Their responsibilities involve hands on supervision and participation of their duties including
registration of guests, checkouts, reservations, guest interaction and facilitation of special
requests.

Reports to the Front Office Supervisor, their responsibilities include performing check- in,
assigning rooms, helping guests complete registration cards, handling reservations, and
collaborating with all hotel staff, with this one needs a particular set of skills such as the ability
to have above average communications skills, a professional demeanor, well-groomed
appearance that can please the guest, a congenial and helpful nature that is paired with a
great attitude, flexible in both aspects of work and point of view, a team player that knows how
to think innovatively out of the box.
GUEST SERVICES TEAM, ORGANIZATIONAL CHART
 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 diagram:
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
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 centers 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:

 Vacates the room
 Receives an accurate settlement of the guest account
 Returns room keys
 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).
 AMERICAN PLAN:It is also
known as en-pension or full
board.the tariff includes all
meals(b/f,lunch and
dinner)along with room
rent.the menu for the food
and beverage is fixed.

MODIFIED AMERICAN PLAN:It is

also known as demi-pension or half
board.the tariff consists of breakfast
and one major meal(lunch or
dinner)along with the room rent.
CONTINENTAL PLAN:The room tariff includes continental
breakfast,along with the room rent .A continental breakfast includes a choice
of fresh or canned juices;breads like toast,croissant,etc.with butter or
preserves like jam,jellies and marmalade;beverages like tea or coffee,with or
without milk.

.
BED AND BREAKFAST PLAN(B&B) OR BERMUDA
PLAN:The room tariff includes American breakfast along
with the room rent.American breakfast generally
includes most or all of the following :two eggs (fried or
poached),sliced bacon or sausages,sliced bread or toast
with jam /jelly/butter,pancakes with syrup,cornflakes or
other cereal,coffee/tea,and or orange/grapefruit juice.
EUROPEAN PLAN:The tariff consists
of room rate only .all other
expenses would be paid by the guest
as per the actual use or consumption