Element 1.
1 Assistant Front Office Manager
Front Office - assist FOM
- showcase of the hotel - coordinates staffing
- first impression is formed by the - arrange schedules
customer - liaises with sales department
- face of the hotel - corresponds with future guest
Front Desk- located in the hotel lobby - deals with problem
Sub-Units of the Front Office: - interview and hires applicants
● Front Desk- serves as - responsible for any miscellaneous
communication and information - responsible for FOM absence
● Reservations- handles reservation Reservation Manager
for bookings - supervise and answer inquiries
● Bell Service- responsible for - arrange schedule for reservation
assisting the guest agents
● Telephone Exchange- - maintain close liaison with
● Front Office Cashier-responsible secretaries
for the settlement of the accounts - types and process reservation
of guest request
● Concierge- mr. know it all - advise and inform FOM
● Airport Guest Assistance- Lobby Manager
handles all the transport of guest to - schedules the duty roster
other terminals - handles guest complaints
● Business Center- handles all - coordinates with FOM
transactions need including - Does liaison between travel
computer services counter and airlines
Selling the Rooms and Retaining the - takes constant rounds
Customer- is the core job of the front Reservation Clerks
office department - update reservation register
➔ Housekeeping- clean the room - keep the availability status
➔ Engineer and Maintenance - check on reservation stationery
➔ Accounting- keep an eye to all - type out advance reservations
accounts - handles all reservations
➔ Purchasing- any buyer for other Front Office Associates
departments - informed on daily room status
➔ Security- of the guest and other - check up VIP`s reservations
belongings - prepares all records connected
Front Office Manager- time management - update from room rack
Front Office Must Do: - room all arrivals using arrival card
1. directs and coordinates Night Manager
2. report to the management - supervises the operation through
3. maintain and develop the night
4. must understand the function - represent management
5. meet with executives - assist cashiers with questions
6. works closely with other group - dispatch security officers
7. meet with individual guests - maintain logbook
8. prepare reports
9. responsible along with HR
10.aids and promote
Night Clerk Element 1.2
- register and assigns to room to Reservation
guest - starting point of what is referred to
- gives and receives keys as a guest cycle and is an integral
- arrange room changes part of Pre- Arrival Phase
- balance room revenue and audits Types of Reservations:
- complete numerous reports 1. Guaranteed or Confirmed
Bell Captain Reservation
- supervises the lobby attendants - room shall be blocked after
- takes attendance and prepare staff confirmation or payment
schedules a. advanced deposit- the guest pay
- advises the assistant lobby the hotel the anticipated amount of
manager money before arrival
- attends to guest complaints b. pre-payment- this requires full
- handles left luggages payment prior to the guest arrival
Bell Boy and Night Porter c. credit card- popular payment in
- report to bell captain the business hotel
- handles guest arrival d. travel agents- pays the travel
- take the baggage from the car agents in advance for their tour
- escort the guest to the room on packages
arrival e. corporate guarantee- contractual
- handles departure of the guest agreement between a company
Concierge and a hotel
- mr. know it all 2. Tentative Reservation or
- resourceful and knowledgeable Non Guaranteed Reservation
- equipped with brochures - tentative basis for particular stay
- make airlines booking dates
- provides personal approach to 3. Waitlisted Reservation
guest - requested category is not available
Doorman by that date
- first staff to greet guest The Reservation part is crucial because
- call taxis for guest the guest must feel that the hotel staff
- check baggage before the car handling his inquiry is knowledgeable not
leaves only of the rates and types of room.
- keeps the key of incoming guest
car Reservation Stage typically includes:
- opens doors of arrival cars ➔ query about types of rooms
➔ availability check
➔ negotiation of the best possible
rates
➔ booking of the room by the guest
➔ payment guaranteed
➔ informing about registration details
Pre- Registration- another important part ROOMING THE GUEST
of Pre- Arrival Phase in which activities - integral part of the guest
are being done on the day of arrival experience is the rooming in which
➔ blocking the room happens after the guest has been
➔ printing of the registration cards registered by the front desk staff
➔ preparing room keys and meal The Bell Desk
coupons - close to the main entrance and the
➔ Instructions to concerned reception area of the hotel
departments The Lobby Manager
- key functionary
Element 1.3 Concierge
Registration - person who assist guest by making
- signing of GRC by the guest is restaurant reservation
known as Registration of the The Senior Bell Captain
guest - overall supervisor of bell desk
- formal legal contract whereby the Bell Boys
hotel agrees to provides the guest - carry the luggages of the guest
safe and secure accommodation Transportation Supervisor
Registration of Guest - reports to concierge or the senior
- mandatory process and is what we bell captain
call in layman's term as Check-in Doorman
Registration fulfil the following - receives guests at the hotel porch
Requirements: and welcome them
1. legal requirement Valet Parking Attendants
2. information data - assist local visitors to park cars
3. room rate agreement
4. empowerment
5. adherence to hotel rules
6. keep a track of foreign travelers
Stages in the Registration Process:
1. identification of guest
2. registration records
3. room and rate assignment
4. mode of payment
5. check-in process and issuing keys
Post- Registration Activities
- carried out after the guest has
proceeded to his room
a. check in the of the guest in PMS
- computer system
b. manual system
- sending arrival notification to guest
c. opening of guest folio
- any advance received by the front
office cashier
d. updating the guest profile
- basis of information of the guest
Module 5.1 GUEST TOKEN SYSTEM - Identifies
BELL DESK - guest luggage services.
assistance. HOTEL MANAGEMENT
BROCHURE DISPLAY RACK - holds SOFTWARE-manages bookings and
promotional materials. operations
BUSINESS CARD HOLDER - hotel and ID SCANNER - scan identification cards
staff business cards. straight to the system.
CALENDAR-organizes reservations. IDENTIFICATION BADGE - identifies
CALL BELL- alert front office staff. staff
CASH DRAWER - cash for transactions. KEY RACK- traditional room keys
CASH REGISTER - tracks financial securely
CHECK-IN FORM - arrival data. LUGGAGE TAGS- identifies guest
CLIPBOARD-important documents. luggage
CLOCK-tracks time for scheduling. POS SYSTEM -tracks sales and
COMPLAINT REGISTER - guest reservations.
complaints. PRINTER - prints guest folios, receipts,
COMPLIMENTARY VOUCHERS- free and reports.
service offers. PROMOTIONAL BANNERS - advertises
COMPUTER - for encoding and offers.
verifying guest accounts. QR CODE SCANNER - speeds up
CONCIERGE DESK- offers services digital check-ins.
and information. RECEPTION DESK - central desk
CREDIT CARD MACHINE - credit card RECODABLE LOCKING SYSTEM -
payments. door locking system that changes from
CREDIT CARD RECEIPT HOLDER guest.
-organizes slips. REGISTRATION CARDS - manually log
DIGITAL SIGNAGE - displays registrations.
information for guests. ROOM KEY DROP BOX - collects keys
DISPLAY SCREEN - shows guest during check-out.
information or promotions. ROOM NUMBER PLATE - room
DOOR MAT - keeps the entrance clean. numbers.
DOOR SIGNS - 'Do Not Disturb" or SAFE DEPOSIT BOX - stores guest
"Make My Room. valuables securely.
EMERGENCY CONTACT LIST-critical SANITIZER DISPENSER - hygiene.
contacts. SECURITY CAMERAS - front office
EMERGENCY KEY - Access room activities.
during emergencies SHREDDER - destroys sensitive
FILE CABINET - stores records documents.
securely. TELEPHONE DIRECTORY - internal
FIRST AID KIT- minor medical needs and local numbers.
GUEST LOGBOOK- guest arrivals and THERMAL PRINTER - prints receipts
departures manually. quickly.
GUEST QUEUE TRASH BIN - maintains cleanliness.
STANCHIONS-Manages lines UMBRELLA RACK - stores umbrellas
for guests
VISITOR PASSES - non-stavina quests
WAKE-UP CALL REGISTER - wake-up
call requests.
WALKIE-TALKIES - enables staff
communication.
WI-FI ROUTER - internet access.
