PRESENTATION

ON
FRONT OFFICE
Submitted By:

Gujarati Richa (07)

Gohil Kiran (06)
Shah Monali (11)

Submitted To:

Proff: P. Choudhary
 Introduction
 Front office is a business term that refers to a company's
departments that come in contact with clients, including the
marketing, sales, and service departments.
 With travel increasing day-by-day, whether it is for business,
pleasure or for any other reason, there is a mushrooming
growth of hotels-big and small.
 In the hotel industry, the front office welcomes guests to the
accommodation section: meeting and greeting them, taking
and organizing reservations, allocating check in and out of
rooms, organizing porter service, issuing keys and other
security arrangements, passing on messages to customers
and settling the accounts.
The front office of a hotel generally performs the
following basic activities:

1. Processing advance reservations

2. Registering guests
3. Rooming guests
4. Handling guests’ luggage
5. Issuing room keys
6. Providing information
7. Handling guests’ mail and parcel
8. Administering telephone service
9. Accounting (making payments and billing)
10. Checking out guests
 Front Office Operations
Guest Cycle:
 Pre-Arrival  Arrival  Occupancy  Departure

1. Pre-arrival:
 At the pre-arrival stage, the hotel must create for every potential guest
a reservation Record.
2. Arrival:
 At the arrival stage, registration and rooming functions takes place
and the hotel establishes a business relation-ship with the guest.
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:
 Satisfy guest needs
 Forecast room occupancies
 Settle properly guest accounts
 Establish guest history records at check-out [personal &
financial information]
 Assign a room type and a room rate for each guest
 Determine long-run availability [i.e. reservation information]
versus short-run availability [i.e. room status]
 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, 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.
 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:

1. Vacates the room

2. Receives an accurate settlement of the guest account
3. Returns room keys
4. Leaves the hotel
Front Office Function
 Front Office Manager
 The Front Office Manager who comes under the direct
supervision of the Director of Rooms and supervises the
Front Office Department. The Front Office Manager has
to take care of following functions:
 Revenue Management
 Reservations
 Guest Services
 Night Audit
 CONT..
 Revenue Management:- Front office in hotels hold
prime importance in view of the basic nature business of
a hotel i.e. to sell rooms. Front office generates most of
the revenue of the hotel. Front office manager manages
revenue generated from sell of rooms.
 Reservations:- This section is the hub of the department.
Requests for reservation of rooms from various sources
are received and information is processed, properly
documented, stored and retrieved at the appropriate time
to ensure a guest his room upon arrival.
 Guest Services:- Front office section actually welcome
and receive the guests and assign them a room after a
few registration formalities. Front Office Section
provides the services to the guest are knowledge of
products provided by hotel, types of room, restaurant
and bars, city information, desired to help and
communication. Guest services include the services like
desk staff, concierge and bell staff.
 Night Audit:- The night audit is done by night auditor.
The night auditor audits all guest bills received by the
front office cashier and prepares and proves for the
calendar day.
Other duties of the front office manager
include the following:
1. Assists in the training and cross-training of front office
employees
2. Prepares monthly reports
3. Assists the rooms division manager in formulation and
implementation of front office policies and procedures
4. Reviews and approves all room moves and room rate
changes to ensure they were necessary
5. Handles guest complaints and follows them up to reduce
future complaints
6. Assists the rooms division manager in forecasting room
availability to ensure that the optimal level of occupancy
is attained
7. Is available to work in the front office area where there
may be a shortage of staff
8. Maintains the necessary stock of supplies in all front
office areas, while controlling costs in these areas
Front Office Function With Other
Position
 Reservations Manager
 The reservations manager’s basic functions are to supervise
and oversee all the operations of the reservations area.
 He or she must assure that all reservations, both group and
individual, are recorded and followed up on as necessary.
 Other duties of reservations manager is to perform the
following:
1. Making sure proper telephone etiquette is used and correct
information is being given to potential guests
2. Being sure that personal service is stressed and that sales
techniques are being used appropriately
3. Following up on tentative booking, watching cut-off dates,
and monitoring group tour business accounts blocks for
productivity .
4. Training reservation agents and setting up cross-training
programs
5. Reviewing all VIP reservations and working with the
rooms division manager and the front office manager on
assignments
6. Preparing and distributing to concerned departments a
weekly, monthly reservations and revenue forecast
7. Handling requests for reservation information and room
rates
8.Developing and maintaining a solid working relationship
with the central reservations office and travel agents
 Concierge

1. Concierge services are common in European hotels and

available for over a century.
2. Today, most full-service hotels in America and Asian
Countries are also available.
3. The basic task of a concierge is to serve as the guest’s
liaison with both hotel and non-hotel services.
4. In a sense, the function of a concierge is an extension of
the function of a front desk agent
5. A concierge must be resourceful and knowledgeable
about the hotel and the surrounding community.
Regardless of whether concern in-hotel or off-premises
attractions, facilities, services, or activities, a concierge
specializes in providing assistance to guests.
 Typical guest requests handled by a concierge
include:
1. Providing directions and information
2. Making airplane, theater, train ticket
3. Reservations for dining
4. Arranging for secretarial services
5. Handling mail and parcel services
6. Arranging sightseeing tours
7. Transportation arrangement
8. Limousine services
 Night Auditor

1. Checking and completion of guest and hotel accounts

2. Producing statistics and summaries of revenue
Key & Key Controls
 Different members of the staff according to their job &
responsibility
1. Room Keys:- They are different for each room issued to a
guest & it is important that this key is taken back from the
guest when checking out.
2. Sub-master Key:- They are issued to room attendant/chamber
mates & normally open doors & a section of room
3. Floor-master Key:- They are issued by floor supervisor &
open the door for one floor.
4. General-master Key:- These opens the dooe of any room
of any floor but doesn’t open double lock door & is
carried by assistant house keeper
5. Grand-master Key:- It is carried by executive house
keeper & in her absence by security managers & duty
manager it opens double lock door from outside.
6. Card system:- Electronic card system replace keys &
offers more security as each guest is issued a card with a
different programme.
 Registration of foreigners (C- form)

 Definition:-
 The registration of Foreigners Act, 1939 section-3 (E)
rule 14, makes it obligatory on the pThe rest houses to
send information of the foreigners to registered in such
places. In cities like Delhi, Mumbai, Kolkata &
Chennai, the hotels are required to send the information
to the Foreigners Regional Registration Office (FRRO)
within 24 hours.art of hotels/ dak bungalows.
Sources of Reservation
1. Central reservation system (a) affiliated (b) non-affiliated
2. Inter sale agency
3. Travel agency
4. Companies
5. Distribution
6. Government organisation
7. Non government organisation
8. Airlines
9. Global distribution system
10. Direct.
 Types of Guest in Hotel
1. FFIT- Free foreign independent traveller
2. FIT- Foreign independent traveller
3. GIT- Group inclusive tours
4. CIP- Commercially important person
5. CVGR- Company volume guaranteed rate
Types of Meal
1. AP-American Plan
2. MAP- Modified American Plan
3. BP- Burmuda Plan
4. CP- Continental Plan
5. EP- European Plan
 Types of Room Rate

1. Rack Rate
2. Corporate Rate
3. Commercial Rate
4. Military & educational Rate
5. Group Rate
6. Family Rate
7. Package Rate
8.Day Rate:
 Telephone Etiquette

 Services Standards of Incoming calls

1. All telephone calls will be attained before the 3rd ringing
2. Identify the name of hotel & wish time of the day.
3. In case of no further immediate response from the calling
party, say “May I help you”.
4. In case the operator is busy in operating other calls all is say
“kindly hold on” & promptly attend to them & thereafter by
saying sorry to keep on hold “May I help you”.
5. The operator will carefully listen to guest requirement at
instantly.
6 .While connecting the call to the room or to the offices give
too short rings & wait for 5 seconds for response. In case
there is no response repeat the procedure.
Responsibility of Front Office
CONT..
 To ensure that all service standards are as specified by
the management and implemented.
 To ensure all staff under his control is properly deployed
or utilized.
 To ensure that all budget / target sales and occupancies
area achieved and the expenditure is controlled to
maximum profitability.
 To ensure that all forms registered that is required to be
maintained or complete in all respect.
 To ensure that all laws applicable to lodging industry.
 To maintain and guest relation.
 To maintain control over special rates offered to various
corporate houses / individuals.
 To prepare annual budget and forecast occupancy and
room revenue.
 To make sales efforts at unit level.
 To prepare and sand all reports pertaining to the MIS
(Monthly Information Statement) and data required by
marketing department.
 To control advance reservation and room position and
maximum selling.
 To ensure correct billing and coordination with account
department.
 CONT..
 To exercise credit control and implement credit policy.
 To coordinate with marketing department for sales
promotion.
 To coordinate with other department for maximum room
sales and achieving alternative guest satisfaction.
 To exercise control over expenditure like over time
newspaper and stationary, etc.
 Front Office: The PMS and its Management

The PMS is the computerized system which handles and deals with
guest histories, Room rates, Reservations, and room assignments,
Accounting information, Reservations, management information
functions and other selected guest services.
 Front Office: Revenue and
Reservations Management

To maximize hotel’s revenue per available room increase occupancy % of

rooms and average daily rates. To improve revenue per available room do
following:
Estimate or forecast guest demand for rooms.
Practice yield management
Control occupancy
 Revenue and Reservations
Management: Forecasting Guest
Demand for Rooms
 Knowing demand for room is key:
 When demand for rooms is high, drive ADR (Average
Daily Rates) e.g. College football game: sell-out at a
high ADR.
 When demand for rooms is low, drive occupancy e.g.
night before Thanksgiving: offer lower rate.
 For forecasting demand, front office should:
 Keep accurate historical record to understand past
demand.
 Know of special events or circumstances that impact
future room demand.
 Revenue and Reservations Management:
Practicing Yield Management

The yield management is control by:

A Strategy using demand forecasts to maximize revenue per
available rooms.
Demand for room is more than supply then sell at ‘rack rate’
Demand for room is less than supply then offer discount.
 Revenue and Reservations
Management: Managing Occupancy
 Room availability strategy:
 Closed to arrival (CTA): Hotel declines reservations for
guests attempting to arrive on this specific date.
 Minimum Length of Stay (MLOS): Hotel declines
reservations for guests seeking to stay for fewer days
than the minimum established by hotel.
 e.g. Forecasted room demand (hotel with 300 rooms) 
Managing Guest Reservation: By Types
and Delivery Method
 By Types of Reservation:
 Guaranteed Reservation:-
 This type of reservation ensure that the hotel will hold
the room for guest for one night following his schedule
from the date of arrival and the guest in turned for
guarantees to pay for the room.
 Method of guaranteed reservation:-
 Pre Payment
 Credit Card
 Advance Deposit
 Travel Agent Voucher
 Miscellaneous Charge Order
 Bill to Company Payment

Guaranteed Reservation:-
 In this type of reservation, the hotel agrees to hold the
room for the guest until stated reservation cancellation
hour usually on the day of arrival. Here, there is no
guaranty of payment of No-Show.
By Delivery Method:
 Global distribution System: Great use by travel agent
worldwide.
 Franchise 800 Number: Significant source of transient
room reservation.
 Internet: Accuracy of current info on web-site is
important.
 Hotel direct: Effectiveness of the telephone sales is
important.
 Walk in: “curb appeal” is important.
Managing Guest Reservation: Delivery
Method (Global Distribution System)
 Managing Guest Services
 Variety of guest Services:
 Airport Transportation
 Parking Cars
 Handling luggage
 Providing direction to local attractions
 Making restaurant reservations
 Taking guest messages
 Routing mail
 Newspaper delivery
 Management of safety deposit boxes
 Supplying direction for area within the hotel
 Setting wake-up calls
 Providing guest security via careful dissemination of
guest related information
 Handling guest concerns and guest disputes.
 Managing Guest Services: Front Desk-
Guest Privacy:-
Guest information
1.Without guest permission, never confirm or deny that he
or she is in fact registered.
2.Without guest permission, never release info related to
his or her stay.
3.Always be vigilant in informing guests of any third party
info request regarding their stay.
Room information
1.Without guest permission, never reveal his or her room
number to any third party.
2.Never perform any registration tasks in ways allowing
guest room info to be overhead by others.
3.Never write room numbers directly onto keys.
 Managing Guest Services: Front Desk-
Stay & Departure:-
 Accounting for Guests
Front office’s accounting related tasks
1.Accurately collect and post charges to the guest “folios”.
2.Maintain an accurate list, by room number, of guest room
occupants.
3.Verify accuracy of the room rates charged to guests.
4.Confirm the check out dates.
 Billing to Folio

1. The details list of a guest’s room charges as well as other

charges authorized by the guest or legally imposed by the hotel.
2. Appropriate guest charges incurred are posted to the appropriate
guest’s folio.
 Accounting for guest: Room Management
/ Assignment:-
 At front desk check-in
 1. Guests present themselves to begin registration process.
 2. Special check in areas may be available,depending on level
of services and priority of guests.
 3. Front Desk Agents confirms status of selected room prior to
room assignment.
 Accounting for guest: Bucket Check:-
 Bucket
 Industry term for location of actual registration cards signed by
guests at check-in
 Cross referencing method
 Physically verifies that info on a guest’s registration card is
complete and matches that in the PMS
 Manual procedure for assuring accuracy of
 Guest’s actual room assignment / rate to be paid / departure date
/ form of payment /any other accounting-related information
 Accounting for guest: Night Audit:-
 Night audit function: eight keys item
 1. Posting appropriate room tax and tax rates to guest folio
 2. Verification of accurate room status (in PMS) of all rooms
 Accounting for guest: Check Out:-

Two essential tasks accomplished by desk agent

1. Settlement of guest’s bill
2. Confirmation of guest’s identity
3. Checking for late faxes / messages not yet delivered to guest
4. Inquiring about and returning guest belongings in hotel’s safety
deposit boxes
5. Posting any final charges
6. Producing copy of folio for guest’s inspection
Data Management: Credit Cards:-
 Accuracy
 Commitment to security
 Processing guest Credit Cards
 Data Management: Locking / Security
System:-

 Recordable locking system:-

 1. Increasingly utilized to ensure guest safety
 2. Installed cost is about $300 - $500 per guest room
 3. Independent & stand-alone (no wiring back to PMS is
necessary)
 Managing a recordable lock system:-
 1. Be trained to issue duplicate keys only to confirmed registered
guests
 2. Maintain an accurate data system that actually identifies
registered guests and their assigned room numbers
Data Management: Telephones:-
 Private Branch Exchange (PBX)
 Hotel internal system to process incoming, internal, and
outgoing telephone calls
 Wake-up calls
 Voicemail
 Message on hold

Data Management: Point of sale (POS):-

 Point of Sale (POS)
 Any sales recording system not located at Front Desk( a
location, excluding Frony Desk, at which hotel goods &
services are purchased)
Data Management: In-room Services:-
 Data Management: Back Office System:-
Back office accounting system
System used by the controller to prepare hotel’s financial
documents such as Balance Sheet, Income Statement, etc.
Back office accounting system should offer:
1. good underlying technology
2. strong company behind the product, including good leadership
3. compatibility with popular hardware products
4. sizable customer base
5. good customization capabilities
6. expandability
7. ease of use by non-technological staff
8. excellent support via telephone
9. excellent online support