Course Title:

Front Office Operation

Course Description:

This course presents a systematic approach to front office procedures by

detailing business flows through a hotel – from reservations process to check-out
and settlement. This course examines the know-how of the front office, the duties
and responsibilities as a front office staff, as well as the design and equipment used
in the front office.

The course also discusses topics such as receiving and processing guest
reservation, providing accommodation and concierge services, conducting night
audit, performing front office financial activities, and providing club reception
services.

Course Guide:

This module Front Office Operation is a product of collaborative efforts of major

subject instructors of the Eastern Samar State University system designed for self – learning
of junior college hospitality management students during these trying times of COVID-19
pandemic.

This module is composed of eight chapters, to wit:

Chapter 1: The Front Office Department

Chapter 2: The Guest Cycle

Chapter 3: The Front Office Communication

Chapter 4: Reservation

Chapter 5: Reception

Chapter 6: Front Office Special Functions

Chapter 7: Night Audit

Chapter 8: Front Office Cashier

Each chapter could be learned in a self – paced or individual format and it is the
responsibility of the students to maximize their time and exert with determination in
completing the course with the best learning outcomes. However, contents presented in this
module may not be enough for their learning needs, so it is suggested to consider reading
other references related to the topics. For each chapter, there are discussion, examples, and
exercises as a course requirement to contribute 50% of students’ grades. Ideally, all of the
exercises should be done and compiled to be submitted during major exams. Students may
contact their professor/instructor for any concern or clarifications about the topics, tasks, and
outputs to be done.

As to major exams, midterm examination will cover Chapter 1 to Chapter 4 and final
examination will cover Chapter 5 to Chapter 8.

Course Learning Outcomes:

Having completed the module, the students are anticipated to meet the
following outcomes:
1. Identify the tasks and roles performed by the staff of the FO department.
2. Enumerate traits and qualities that an FO staff should possess.
3. Discuss the guest cycle and promote products and services to guests.
4. Develop an efficient communication system to operate within the front office
and between other departments such as housekeeping and maintenance.
5. Perform the steps in receiving and processing reservation.
6. Perform during stay function.
7. Provide club reception, concierge and bell services.
8. Explain the steps involved in the night audit process.
9. Enumerate the methods in preparing guest folio.
10. Appreciate the procedures for handling guest complaints.

Course Requirements:

Students are expected to submit the following requirements or outputs during major
exam.
 Chapter Chapter Title Requirement/Output
1 The Front Office Department
2 The Guest Cycle Chapter Exercises
3 The Front Office Communication Midterm Examination
4 Reservation
5 Reception
6 Front Office Special Functions Chapter Exercises
7 Night Audit Final Examination
8 Front Office Cashier

Prepared by:

CHARMAINE ABIGAIL D. LUTERIA

Instructor – I
 CHAPTER 1
THE FRONT OFFICE DEPARTMENT

Source: https://www.google.com/search?q=front+office+department

INTRODUCTION

No matter how the hotel is set up, the front desk is always the important department
in the hotel. It is found at the lobby area facing the main entrance door of a particular hotel
for easy monitoring of guests’ arrival and departure.

It is also referred to as the “nerve center” of the hotel since it is the primary source of
information pertaining to guest services. However, it serves as a “shock absorber” since it
handles guest’s complaints. The front office staffs should portray desirable personality since
they have direct contact with customers. The impressions of the guests are lasting so
therefore it is necessary to be nice to them.

From the hotel’s point of view, the front office serves as the liaison since it
coordinates guest services to other departments. Hence, the front office is the department
that connects guest services with the back of the house operations. It serves as the main
channel of communication and information dissemination for the hotel and is the core point
of the hotel department’s business activities. The way the front office operates has become
a yardstick by which the organization is measured.

LEARNING OUTCOMES

At the end of this chapter, the students are expected to:

1. Identify the organizational structure of the front office department;

2. List down the front office functions; and
3. Classify the different front office equipment and accessories.

Lesson 1: The Front Office Organization

The hotel organization varies depending on the hotel size, facilities and amenities, as
well as level of service offered, however, the bottom line of the structure would always be the
same, that’s guest satisfaction and profitability. Hotels differentiation will highly depend on
the assets incorporated in the property but one resource which makes a lot of difference
would be kind of people deployed to give the human touch of excellent service.

The whole front office organization is expected to work coherently towards:

 Creating the feeling of warm hospitality during the guest arrival, all throughout the
stay and departure.
 Address information needs and all types of services required by the guests.
 Room effective usage according to guest preferences which also ensures maximum
profitability.
 Handles the Property Management System (PMS) for proper collection and
dissemination of data required to run each department on automated operation while
help documentation on a manual system.

The Organizational Chart of Front Office

General Manager – plays an important role in running hotel operations in a day-to-day basis
managing its staff and guests. Should take a lead in making strategic plans in all
departments to maximize operations to generate guest satisfaction.

Executive Assistant Manager – will assist the General Manager and the Hotel Manager in
providing smooth linkages for all departments taking into consideration guest’s satisfaction
and comfort.

Front Office Manager – responsible in leading the group. Direct coordinate the activities of
the front offices department towards the delivery of warm hospitality, promotion of hotel
services provision of effective communication with other departments, utilization of rooms
through proper occupancy forecasting and training of staffs towards profit maximization.

Front Desk Clerk – reserves, registers and assigns rooms to guests. Should be
knowledgeable about availability of rooms that are for sale and other facilities and /or
services that the hotel offers.

Reservations Agent – receives and processes reservation of rooms from different channel
distribution and are required to practice salesmanship skills sell higher room types and other
hotel services to the guest. May also be responsible for preparing the daily expected arrival
and departure list.

Receptionist – entertains the guest inquires and accommodation needs at the time of the
arrival in the hotel. Basic responsibilities include receiving the guests and responsible to
queries all throughout the day.

Switchboard/Telephone Operator – responsible in the operation of the telephone

switchboard. Answers incoming calls, receives and gives information over the phone to
guest’s request.

Front Office Cashier – assist the guest on all financial transactions and settlement while
they are still in the hotel. Responsibilities include administering the safe deposit system and
handling foreign currency exchange.

Uniformed Service – Many hotels rely on employees to keep things running smoothly.
Within the uniformed service field, there are many positions.

Bell Attendant– help carry the guest luggage upon check in & check-out from the hotel port
to the room. They also help guest to familiarize the facilities and amenities.

o Door Attendants – main responsibility is to exhibit the hotel warm services to guest
upon the actual arrival to the premise by assisting them in the opening the car and
the hotel door helping in collecting luggage from the car and endorsing the need for
valet.

o Valet Parking Attendants – guarantees that guests' cars are safely parked on hotel
grounds

o Transportation Personnel – assist in providing transportation services, such as

providing a ride to a guest's desired location.

o Concierge – organizes both hotel and non-hotel services for guests. Functions
include, but are not limited to, assisting guests by offering basic but straightforward
directions on reservation inquiries or even booking a reservation.

Night Audit – performs night duties in the front office primarily checking of accounting
records as to balancing of guest accounts against actual room usage and other charges..
Keep track of room income, occupancy percentages, and other front-office metrics.

Front Office Work Shifts – personnel in this department typically work 40 hours per week.
Because hotels are open 24 hours a day, labor shifts may differ from one establishment to
the next. An example of a front-office work shift is shown below.

Day Shift Mid Shift/Evening Shift Graveyard Shift

7:00 am – 3:00 pm 3:00 pm – 11:00 pm 11:00 pm – 7:00 am

Front-office personnel often work a 40-hour week. Work shifts may vary based on the
establishment, as hotels and other hotel accommodations are open 24 hours a day. Here's
an example of a front-desk shift:
 Compressed Work Shift Job Sharing

An employee works 40 hours each One full-time position is shared by two

week. For instance, an employee who or more part-time employees.
works 10 hour shifts from Monday
through Thursday.

Types of Accommodations

Types of Description Example

Accommodation

It is found at the main part of City Center Hotel at

the city. This category Baguio City
City Center Hotel
includes hotels ranging in
price from economy to luxury.

Hotels that are located in the Hotels in nearby

suburban. They are often provinces
smaller than city hotels, but
Taal Vista Hotel at
Suburban Hotels they provide the same
Tagaytay City
services and are located
found outside of the city
center.

These type of hotels are Waterfront Airport Hotel

Airport Hotels designed expressly with air and Casino, Mactan
travelers as it major clients.

Highway Hotels are designed

Highway Hotels Kabayan Hotel
for overnight road travelers.

Hotels that can

accommodate a convention
Convention Hotels and provide lodging for Crowne Plaza Hotel
attendees are known as
convention hotels.

They are smaller than The Bayleaf Hotel

convention hotels and are Intramuros Manila
Commercial Hotels
usually located in downtown
areas.

Resort Hotels Resort hotels are those that Shangri – La Mactan,

are positioned near tourist Cebu
attractions such as beaches
and provide recreational
 services.

It provides both lodging and

Spa Hotels or Resorts The Farm at San Benito
spa treatments.

Solaire Resort and

Casino Hotels Hotels that have a casino.
Casino

Hotels with all-suite

accommodation.
The rooms are larger than
All-Suite Hotels typical hotel rooms, and the Discovery Suites
sleeping and living areas are
separated. Some of them
even have a kitchen.

Hotels that are referred to as

"design hotels" or "lifestyle
hotels." In terms of size and
ambiance, boutique hotels
Boutique Hotels differ from traditional hotels in Cocoon Hotel
that they are smaller and
more intimate. Boutique
hotels are also aesthetically
pleasing.

These are exclusive

residences in which buyers
promise to use the property
Timeshares or Vacation
at a certain number of times Balesin Island Club
Ownerships
per year for a certain number
of years, depending on the
arrangement.

Hotels that have been

Historic Convention
converted from historically Henry Hotel
Hotels
significant buildings.

Establishments that are

intended to be used for a
long time. These hotels
Apartment Hotels or
typically come with a kitchen, Ascott Makati
Serviced Residences
a laundry room, business
facilities, and some
housekeeping.

Bed and Breakfast Inns These are private homes that Ala Amid Bed &
are rented out to guests. Breakfast in Puerto
Prinsesa, Philippines

Guest Houses These are modest hotels with Birang Guest House,
 limited amenities, similar to
bed and breakfast inns. In
some guest houses, though, Coron, Philippines
the proprietor resides on the
premises.

Hostels are the cheapest

land-based accommodations
for budget travelers. These
Hostels are often in the dormitory Z Hostels Philippines
style, with a shared restroom
and rooms that may be
shared with other travelers.

Cabins A ship or train's bedrooms. Cabins in Ferries

Villas or Chalets Luxurious private bungalow El Nido Resorts

type of accommodation often
located in expensive resorts.

Tents These are tents offered for Glamping

camping in resorts. These
tents vary from being bare
tent up to a being almost a
complete room with mattress,
chairs and tables, and
lighting inside.

Star Rating

Hotels all over the world are categorized according to a rating system that classifies
hotel base on its quality – on-site facilities, amenities, quality of comfort and services, and
decorative features. Star rating ranges from 1-star to 5-star however, in some countries, this
may range up to 7-star.
 These are usually for budget conscious
1 Star Hotels travelers. These establishments provide
the minimum of services. Facilities are
also limited and are often shared with
other guests. If food is available it is
usually just breakfast.

Examples: Go Hotels, Sea Bird Hotel

Boracay

The hotels are slightly above one-star

2 Star Hotels hotels and may provide more services
and facilities such as larger rooms,
better quality furniture, and recreational
facilities. Although more expensive than
one-star hotels, these are still
considered good value for money.

Examples: Red Planet, Saniya Resort

A very good level of accommodation.

3 Star Hotels Spaces are bigger and have a higher
quality of facilities and services offered
compared to one-and-two-star
establishments.

Examples: Kabayan hotel, Tides Hotel

Boracay, Copacabana Apartment Hotel

Establishments that are high-end in

4 Star Hotels every way. The accommodations are
elegant and sophisticated. The service
is quick and often offers a variety of
amenities. Excellent focus on detail.

These establishments are the very best

5 Star Hotels in the industry. They offer the most
luxurious accommodation and excellent
delivery of services.

Examples: Solaire Hotel, Conrad Hotel,

Shangri-La Boracay and Fairmont Hotel

In the Philippines, this star rating is regulated by the Department of Tourism (DOT).
The DOT along with other agencies and a third-party auditor conducts a periodical
assessment of hotels that determine their star rating. These ratings are given to the hotels
after accreditation by the DOT is given.
 The DOT's five-star grading system is divided into seven dimensions that apply to
hotels, resorts, and apartments — with the exception of the lounge and kitchen space, which
are only applicable to apartment hotels. The seven dimension are as follows:

Business Area Percentage of Point Total

Arrival and Departure 10%

Public Areas 10%

Bedrooms 30%

Bathrooms 15%

Food and Beverage 15%

Amenities 10%

Business Practices 10%

TOTAL 100%

The maximum number of points that a Hotel/Resort/Apartel can earn is 1000. A

business that wants to get a star rating will be rated based on how many points it has.

1 Star – 251 – 400 pts

2 Star – 401 – 550 pts

3 Star – 551 – 700 pts

4 Star – 701 – 850 pts

5 Star – 851 – 1000 pts

Room Class and Bedding Types

Rooms vary depending on how big or small the hotel or lodging is. To provide the
best accommodation based on the demands of the customers, a front desk agent must be
aware with the various room kinds and their attributes.

Deluxe room – contains the hotel's maximum pricing for a standard sleeping room These
are the rooms with the best possible location and view, as well as the most comfort,
furniture, and décor.

Superior room – shows the hotel's moderate or medium room rate. This style of
accommodation is typically on the ground floor and has a good view.
Standard room – reflects the lowest hotel room pricing for a standard-size sleeping room.
This type of room usually has the least appealing view and is the least convenient.

Economy room – is priced below the normal minimum rate and is usually reserved for
overflow situations, discounted rates or special promotions.

Suite room – is a hotel room having two or more beds, as well as other rooms such as a
kitchenette or a living room.

Aside from room class, hotel or lodging rooms can also be categorized based on the
bedding types.

King bed (76” x 80”) – is normally the largest size bedding available. It is commonly
provided in a deluxe room.

Queen bed (60” x 80”) – is smaller than king bed but larger than double beds. This kind of
bed is commonly used in a deluxe or superior rooms.

Double bed (54” x 75”) – is commonly used in a superior or standard room. It is considered
more suitable for one adult than for two.

Twin bed (36” x 75”) – is about half the size of a traditional king bed. There are usually two
beds in a room with twin bedding.

Single bed (36” x 75”) – is located in a single occupancy room with one twin bed or one
bed of any size.

Lesson 2: The Front Office Staff

First impressions are crucial in the hotel sector because they decide whether or not a
consumer will return to your establishment. This is where the front office's importance shines
through. Front office agents are the first and last hotel staff members that clients meet when
they use hotel services, and they play a significant role in why consumers return to the hotel.
Front Office Services ensures that the hotel makes a positive impression on its guests by
executing procedural responsibilities.

Front Desk Officer Profile

For hotels with bigger and highly organized structure, each function of Front Office is
held by a smaller unit of an organization like reservation section. On the other hand, small
operations with up to 100 rooms may be manned by just front desk clerk to do all and
responsibilities from inquires to concierge services. The general job responsibilities for multi-
skilled FO staff are as follows:
HR FORM 101

JOB TITLE: FRONT OFFICE DESK CLERK

REPORTS: FO SUPERVISOR

POSITION SUMMARY:

Assist the guest all throughout their transaction and stay with the hotel. During the
guest cycle, the clerk is primarily for up selling the rooms, handling reservations, registration
of guest, providing general and hotel information, cashiering and coordinating the needs of
the guest to the other departments.

Duties and Responsibilities

1. Handle telephone calls and inquires

2. Up-sell rooms while receiving reservations

3. Welcome the guest and create positive impression of the hotel

4. Register the guest and explain hotel policy

5. Helps in rooming the guest based on references

6. Issue keys to the guest

7. Update room status and guest folios

8. Assist in bill settlement and foreign exchange

9. Provide general and hotel information

10. Coordinate needs to the guest to appropriate department

11. Handle complaints or concierge functions

12. Handle guest emails and messages

Job Specifications:

a. Previous work-related experience preferred

b. Graduate of hospitality course an advantage

c. Pleasing and well-rounded personality

d. Willing to work on shifts and holidays

Front office personnel makes or breaks the whole organization. Guest looks up to
them as an epitome of warm hospitality and caring accommodation as they are exposed to
a very new environment and people. The capability of the FO to establish trust and
confidence trough consistent customer service can ensure a very happy stay for their guest.
The expectation surely requires a person with special qualities.

The Front Office Department's Basic Functions

Regardless of the size of the number of employees, the front office department
performs a variety of tasks and responsibilities. A summary of basic activities of the front
office department is shown below. The staff is supervised by the Front Office Manager who
monitors all the operations of the department.

Guest Activities Front Office Activities

Inquiry Sell Guest Rooms
- Sales opportunity
- Describe product service
Reservations Offer accommodation
- Accept reservations
- Handle walk – ins
- Perform the registration procedure
- Assign rooms
- Check customer credit worthiness
- Update room availability record
Confirm Confirm Offer
- record information
- Record receipt of deposit
- Update room availability chart
- Check overbooking
- Prepare arrival
Arrival Bell Service
- Checking and booking details
- Allocate rooms
- Record room allocation
- Allocate keys
- Mails and messages

Provide information on the services

available to visitors.

 Concerning hotel operations -

Concerning external events
 Concerning hotel operations -
Concerning external events
Go to rooms Direct or Take Luggage
- Escort to elevator
- Sales Opportunity
In House Organize Guest Services
- Interconnection between the front
and back of the house
- Resolve visitor issues and
complaints
- Mails, messages, calls
- Chart room status reports
- Coordinate room sales and
housekeeping:
a. Occupied status
b. On-change status
c. Out-of-order status
Maintain Accounts - Construction of guest folio Account
- Posting to folios (updating)
- Supervision of credits limits
- Documentation of guest’s
transactions
 Settlements of Guest Accounts Finalize Account
- Preparation of guest statements
- Reconciliation of folio
- Receive payment
- Perform the check-out procedure
Departure Bid Goodbye
- sales opportunity
- notify other departments
Create a guest history file - Record guest’s personal data for
future reference

Front Office Personality

1. Positive Attitude
 Have pride in their work and the hotel they belong
 Show empathy with guests and fellow workers
 Use positive expressions
 Show of respect when addressing guests and colleagues
 Participate in improving work methods and giving supportive
comments
 Courteous, polite and genuine concern for guest needs
 Punctuality and professionalism in reporting to work
 A good listener
2. Attentive Service
 Being attentive by understanding guest indicators (age, attire, group mix,
body language tone), and acting accordingly

 Visible in one’s work station at all times

 Addressing guest by name and recognizing them without delay
 Watchful and attentive to the needs of the guests
 Being courteous
 Never argue with guest
3. Positive Body Language
 Facial expression
 Smile
 Eye contact
 Empathize
 Shows eagerness to help
 Use common sense
 Ability to think and work effectively
  Calm under pressure
The Professional Front Office Uniform
Wears very corporate outfit which usually comes in black pair of suit with white inner
blouse or shirt which creates a formal and generic impression to the guest. This will require
a clean and neat cut or hairdo.

Name Plate
The name plate will help to converse in a more personal manner using the first name.
Look
FO is a symbol of perfection, it is a requirement for women to wear complete day
makeup and clear skin for men to look pleasing to everyone.

Personal Hygiene

Maintain above usual care for personal hygiene since guest will be very sensitive on
how FO looks and smells.

Accessories
Hair clips should better be black or generic colors while jewelry are welcome to a
minimal level. Sincerest SMILE is the best accessory to compliment the formal look.

Specific Attributes of Room Attendant

1. Intellectual
“Many expectations demands much responsibilities”. FO staff supposedly
spontaneous and witty in able to respond to extreme demands of guest at times
without having to commit the property nor the management. The visibility of the
office attracts not only positive things but most of the time rage from an unhappy
guest. These situations require people who make high use of his intellect to recover
from odd situations which they could be exposed to almost every day at work.

 Good memory and creative thinking

 Intellectual empathy
 Confident and can express oneself
2. Physical
It is inevitable to consider someone with pleasing looks when they have to be
directly dealing with guests. The looks should somehow complement the ambiance
which the hotel wish to establish. Most of the time, ready smiles promotes sincere
appreciation for guest to stay in the property. Pleasing sense does not directly
pertain to being beautiful since of person can be attractive but not pleasing at all. It’s
the ability to look accepting and sincerely into the moment which is expected by
anyone during conversation.

 Usually, has a height for better visibility

 Pleasant and active persona
 Excellent personal hygiene and grooming
3. Personal
Personal attributes are either natural or nurtured. Natural qualities are
exhibited deliberately in the behavior of a person like being high spirited or got used
to while growing up. On the other hand, some personal are nurtured by the
environment he grew up with in order for him to fit in.

 Courteous and diplomatic especially when interacting with guest with

concerns

 Energetic and happy personality

 Engaging and entertaining
 Sociable and accommodating

4. Professional
Working in the Front Office is a continuous hour of unexpected challenges
while being exposed to a new set of guests daily. The staffs need to sustain a
certain standard of professionalism in order to absorb all possible complaints and
concerns and still be able to retain their composure to entertain other things with a
positive outlook and respond to each of them with devotion and passion. All
throughout the day, they are supposed to:

 Follow company standards and code of ethics

 Leave personal issued at home and prioritize work while on duty
 Know your job and your scope and respect authority
 Act as a good ambassador for the hotel at all times
 Be an active member of the organization, recommend and participate to
improve the system of operation

5. Skills requirement
Communication skills. Effectively express ideas in a manner of speech body
language, and tone which are both understandable, pleasing and useful to the
guest.

Interpersonal skills. This is very relevant soft skill which he should possess in
order to work effectively in his post. This is the ability of a person to get along or
relate with others naturally and efficiently which can make a big difference in the
perception of the guest of hospitality.

Intrapersonal skills. Another soft skill, this is also referred to as emotional

intelligence (EQ) of a person which allows him to put himself on the shoes of others
in order to understand others and easily manage his emotions in case of a difficult
situation.

Professional skills. These are combination of physical and theoretical work-related

skills which allow someone to perform the task assigned to him as associated with
the position applied for.
Lesson 3: The Front Office Equipment and Accessories
The Front Desk
It is generally an office located at the entrance of the hotel. The receptionist or clerk
works in this office, which is usually placed near the hotel's main door. Because the front
desk is the most visible section of the hotel or firm, it is critical that the staff should be
efficient and organized in order to accommodate management, coworkers, and visitors,
particularly on extremely busy days.

Furniture, is the latest office equipment, and supplies are the most important
accessories for the front desk office.

1. Furniture – Ergonomics is the study of how to design office furniture and work
spaces to improve human well-being and prevent chronic pain caused by
repetitive tasks.

2. Technology and Communication Equipment. This could include, for

example, a PC or laptop designed specifically for business use. A computer is a
crucial component of running a business in today's modern age, so spend wisely
and buy an all-in-one printer to save money. This device combines a printer, fax,
copier, and scanner into one unit, making it an excellent investment and space
saver. It should include a multi-line phone system, a portable handset, a cell
phone, and a headset so that you can stay connected and avoid missing crucial
calls no matter where you travel. Nowadays, the internet is critical for connecting
businesses all over the world, as online transactions are the new trend in offering
new business chances.

 Room rack
 Mail, message and key racks
 Reservation racks
 Information racks
 Folio trays or folio buckets
 Account posting machine
 Voucher racks
 Cash register
 Telephone
 Office supplies
 Logo
 3
2 4

1
6
7
8
9
10
11
12
13

14
15
16
17

Source: Session FO-4. Lodging Operations Program. Educational Institute of AH&MA. 1992

1. Information Rack – contains the record of registered guest or guest information

slips.
2. Automatic Switchboard – is a Telephone Switchboard wherein the connections are
made by using controlled switches.
3. Reminder Alarm Clock – used to remind front desk agents or the switchboard
operator to make wake-up calls to guests.
4. Registration Card Rack – is a rack where all the registration cards are placed.
5. PABX (private automatic branch exchange) – is a telephone system used in
businesses that switch calls between business users on local lines while also
allowing all users to share a number of external phone lines.
6. Check-in Station – is where the guest registration and check-in process is
performed.
7. Room Rack – contains information about room types, features, and notes. With this,
a front desk agent can match available rooms.
8. Key Rack – is used to store and generate hotel keys. However, most hotels
nowadays use electronic key cards instead of metal keys.
9. Date and Time-Stamping Machine – small device that stamps the date and time on
documents.
10. Folio Tray – also called as folio bucket. This is where guest folios (arranged by room
number) are contained.
11. Check-out Station – is where the guest settles his/her account and where the
check-out process is performed.
12. Posted Voucher Rack – a voucher is given to a guest when purchases are made
from the guest’s room. It indicates the type and amount purchased by the guest.
Vouchers are sent to the front desk and sent to the voucher rack.
13. Electronic Posting Machine – account posting machines are used to record on
guest folios the amount purchased by guests. It can also function as a cash register.
14. Reserve Key Drawer (pulled out) – is a drawer where reserve hotel keys are
placed.
 15. Telephone – is a telecommunication device that allows users to make and receive
calls.
16. Hold-mail Rack – contains mail that is received and held at the hotel at the requests
of hotel guests.
17. Cash Drawer – is used in storing cash and other valuable items.

ASSESSMENT:
Answer the following on a piece of paper:
1. Form/Create a flow chart to show the hierarchy among front office staff.
2. Explain in your own words the basic activities of the Front Office Department.
3. Classify the different front office equipment and accessories.