Telephone
Operator
Basic Function:
Attends to all incoming and outgoing calls in the Telephone
Exchange Section.
SPECIFIC DUTIES
1. Answers all incoming calls in accordance with standard
procedures;
2. Receives and disseminates messages received by phone:
3. Transfers calls to guests after screening their calls;
4. Attends to emergency calls in accordance with
prescribed procedures;
5. Attends to wake up call requests of guests:
6. Processes all long distance and oversees calls:
SPECIFIC DUTIES
7. Prepares charges for long distance/oversees calls and
endorses them to the Front Office cashier for inclusion in
room charges;
8. Responds to inquiries received by phone:
9. Receives updates of events in the hotel for proper
dissemination when an inquiry is received;
10. Receives and acts on customer complaints received by
phone; and
11. Performs other duties as maybe assigned by superior.
Business
Center Clerk
Basic Functions:
Attends to service requests of guests at the Business center.
SPECIFIC DUTIES
1. Sets up the business center, insures that all forms and
paraphernalia are in place prior to opening:
2. Checks and maintains the working condition of fax, zerox,
internet connections, etc at the Business center
3. Attends to service requests of guests for computer service, fax,
zerox and other services
4 Attends to bill settlement in accordance with cashiering
procedures
5. Performs other related functions as maybe assigned by superior.
SEQUENCE OF
FRONT OFFICE
SERVICE
Receiving /Processing and Documenting Guests Reservations Reservations Clerk
Welcoming/greeting the guest, Opening the door of his vehicle:
unloading his Luggage
Doorman/Bellboy
Attending to Guest Registration Desk Clerk
Settlement of Guest's bill Front Office Cashier
Escorting Guest to his Room, Carrying his Luggage, Explaining Bellboy
Room Facilities
Updating Room Status, Preparing Guest Folio Desk Clerk
Attending to all Service Request of Guests, Extending Vanous
Desk Clerk
Forms of Assistance like Wake up calls, Delivery of Messages,
etc.
Updating Guest Account, Preparing Billing Statement; Cashier
Settlement of Balance
Bellboys and
Assisting Guests for Check Out
Housekeeping Staff
Settling Bills, Giving Clearance for Check out Cashier
Bidding Goodbye, Thanking the Guest for Patronage
All Staff
CHAPTER 3
Rooms Sales and
Reservations
In many hotels, the task of selling and promoting rooms as well
as handling of reservations is assigned to the Sales and
Reservations Section/Department. This section has the
following responsibilities:
1. Determination of room rates for various types of
accounts/clients;
2. Promotion of room sales, up selling of rooms:
3. Receiving and processing of room reservations;
4. Serving as Center for Communications, handling inquiries on
hotel facilities and services as well as room rates and
arrangements;
5. Preparing reports - room sales, occupancy, availability status,
room count, and other statistics
6. Coordinating with the Front Desk for room blockings and
assignments
7. Handling pre-registration of guests
TYPES OF HOTEL
CLIENT
For purposes of designating room rates, hotel patrons maybe
classified as follows:
1. Walk in Guests refer to those who come unannounced, looking for
rooms .
2. Corporate Accounts apply to companies or institutions, usually with
special credit arrangements in the hotel.
3. Associations are groupings of individuals or groups for a common
purpose or goal, sharing ideas, hobbies, beliefs, other lots of things.
Examples; Personnel Managers Association, Hotel and Restaurant
Managers Association, Lions Club, Jaycees, etc.
4. Travel Agencies most of these agencies have pre-arranged
bookings of their tour groups in a hotel of their choice.
5. Government Institutions/offices some have special booking or credit
arrangements with the hotel.
Example: TESDA, Department of Tourism, etc.
6. Free Independent Travelers (FIT) refer to tourist or travelers
traveling alone. It can also refer to Foreign Individual Tourists who are
not joining any tour group.
7. Educational Institutions i.e., Schools, Training Centers
8. Local /Domestic Travelers Some large hotels have ventured into a
promotion known as "Sariling Atin" -(our very own). This promotion
provides for 30-50% discount for local tourists or domestic guests.
9. Balikbayan refer to returning or visiting Filipinos who are residing or
working abroad. Some hotels provide for special "balikbayan" rate.
10. Other accounts
