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Hotel Classification

The document outlines the various classifications of hotels based on factors such as the number of guestrooms, target market, service levels, and ownership types. It also details the organizational structure of the front office department, the roles and responsibilities of front office staff, and the guest cycle from pre-arrival to departure. Additionally, it covers front office policies and procedures related to reservations, guest services, and revenue management.

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magallaneslouisejuliene
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7 views34 pages

Hotel Classification

The document outlines the various classifications of hotels based on factors such as the number of guestrooms, target market, service levels, and ownership types. It also details the organizational structure of the front office department, the roles and responsibilities of front office staff, and the guest cycle from pre-arrival to departure. Additionally, it covers front office policies and procedures related to reservations, guest services, and revenue management.

Uploaded by

magallaneslouisejuliene
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Front Office Operations

*Classifications of the Hotels


*Sample organizational chart
*Types of Room
*Types of Bed
*Front Office Set-up
*Role of Front Office
*Front Office policy
*Four General Sections of Front Office
*Guest Cycle
Hotel Classification
General Classification of
Hotels
I. Based on Number of
Guestrooms

a. Under 150 rooms


b. 150 to 299
c. 300 to 600
d. More than 600
Classification….
II. Based on Target
Market
a. Commercial-
located in a
business district
that caters primarily
to business clients.
Also called Transient
Hotel due to
relatively short
length of stay.
Classification….
b. Airport Hotel – a
hotel located near a
public airport or
major travel
centers. Typical
target markets
include airline
passengers and
crews with
overnight travel
layovers or
canceled flights.
classification…
c.Suite Hotel –
guestrooms have
separate bedroom,
living room and
kitchen area.
d. Residential Hotel
– like a suite hotel
type for long-term,
permanent or
semi-permanent
guests.
classification…
e. Resort Hotel – a
hotel that provides
scenery and
activities
unavailable at
most other
properties and
whose guests are
typically
vacationers.
classification…
f. Bed and
Breakfast Hotel –
a small lodging
operation whose
owner usually
lives on the
premises and
serves breakfast
for guests.
classification…
g. Time-Share and
Condominium Hotel
- a group of
condominium units
whose owners
associate and hire a
management
company to operate
their units as hotel.
classification…
h. Casino Hotel – a
hotel with gambling
facilities.
i. Conference Center –
a property designed
to handle a group
and are often
located outside
metropolitan area
and may provide
extensive leisure
facilities.
classification…
j. Cruise Ships
- Offers many
amenities similar to
resort hotels or
even small
conferences.
- Offers basically
complete
entertainment and
gaming facilities.
Classification accdg to
service
III. Levels of Service
1. World Class
2. Mid-Range
Service
3. Economy or
Limited Service
Cont.
IV. Ownership and
Affiliation
a. Independent
Hotels – have no
ownership with
other properties,
usually family-
owned and/or
corporation.
b. Chain Hotels – with
Int’l affiliation
Cont.
V. Department of
Tourism
a. Deluxe = 5 star
b. First Class = 4
star
c. Standard = 3
star
d. Economy
Organizational Chart
• General Manager
• Rooms Division
Manager
• Front Office
Manager
• Assistant FOM
• Supervisor
• Agent
FRONT OFFICE DEPARTMENT
ORGANIZATIONAL STRUCTURE
Front Office Manager

Assistant
Front Office Manager

Reservation Front Desk Business Center Bell Service Night Audit Transportation Te
Supervisor Supervisor Supervisor Supervisor Supervisor Supervisor

Reservation Business Center Night Audit


Front Desk Bellman Driver
Agent Clerk Staff

Valley Parker

Door Person
Room Types vs. Bed Types
• Studio • Single
• Suite • Twin
• Standard • Queen
• Deluxe • King
• Dormitory
• Presidential
Front Office Set-Up
ROLE OF FRONT OFFICE
• Prepare all guest requirements in all
stages of guest cycle (Pre-Arrival,
Arrival, Occupancy and Departure)
- Assist guests with all their needs
- Provide excellent guest service
- Handle all front office activities and
control requirements efficiently and
professionally.
ROLE OF FRONT OFFICE
• Ensure all services extended are
within the standards.
• Maximize Hotel’s revenue thru
upselling and suggestive selling.
• Ensure control system is
implemented
ROLE OF FRONT OFFICE
• Assist guest with all their needs
from check-in to check-out.
• Handle guests questions and
queries in a positive, professional
and sincere manner.
• Provide guests with whatever
service they require.
FRONT OFFICE POLICY
• CONFIDENTIALITY
GUEST NAME
ROOM NUMBERS
RATES
• GUEST FRATERNIZATION POLICY
Date registered guest
Become overly familiar with guests
Guest Cycle
• Pre-arrival / Pre-registration
• Arrival / Registration
• Occupancy / Stay
• Departure
I. Pre-arrival/Pre-
registration
“Why this Hotel?”
Preconception
Location
Advertisement
Recommendation
Previous Experience
Accepting Reservations
A. Types of
Reservation
1. Guaranteed
2. Non
Guaranteed

B. Modes of Payment
Cash, CC, DC, DB,
GC, TC
C. Amending Reservation
The guest or any
authorized booker can
make amendments when
changes such as arrival
schedules, payment and
rate schemes will apply.
D. Canceling Reservation
Take note of Name, Reason
and Date of cancellation.
E. On Request/Closed Dates
Key Techniques:
Use:
instead of “YOU”

“The hotel requires a


deposit….” instead of “you
have to deposit”
F. Guaranteed
Reservation
1. VIP
2. With Deposit
3. Co. guarantee
thru LOA
4. Group
What to Prepare:
A. Guests With Reservations
1. Preprinted RegCards (regular
and Xpress Check-In)
2. Keycards and Coupons
B. Groups
1. Rooming List
2. Keycards and Coupons
II. Arrival/Registration
A. Guests and Groups with
Reservations
1. Complete Guest Data
2. Verify rate, MOP,
length of stay
3. Special Requests
4. Signature
B. Walk-In Guests
Upsell rooms
III. Occupancy/Stay
A. Maintaing Guest
Folio
Guest Folio is
where transactions
can be seen. This is
record of accounts
of the guest.
Post room charges
and monitor high
balance.
B. Ensure Quality
Service
Support Centers:
Housekeeping
Engineering
Accounting
Resource Office
Training Center
Security
Revenue Centers

• Front Office
• Food and
Beverage
• Room Service
• Retail Stores
IV. Departure
• Upon check out,
make sure of the
following:
1. Room charges and
vouchers have been
posted correctly
2. Room should have
been checked by HK
3. LOA is attached
4. Transportation
request should have
been arranged

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