Front Office Lesson

Quarter 2

FRONT OFFICE is the “nerve centre” of a hotel. Members of the front-office staff
welcome the guests, carry their luggage, and help them register, give them their room keys
and mail, answer questions about the activities in the hotel and surrounding area, and finally
check them out. In fact, the only direct contact most guests have with hotel employees, other
than in the restaurants, is with members of the front-office staff.
The front office functions can be divided into five general areas:

1.         Reception
2.         Bell service
3.         Mail and information
4.         Concierge
5.         Cashiers and night auditors

Two major departments are represented in this list. The employees staffing the first
four areas are in the rooms department. The fifth is the financial area, where guest charges are
accumulated and posted to the bills, and all cash transactions are consummated. These are all
accounting-department functions, and so the cashiers and night auditors are in that
department. The Front Office function of a Hotel is to act as the public face of the hotel,
primarily by greeting hotel patrons and checking in guests. It also provides assistance to
guests during their stay, completes their accommodation, food and beverage, accounts and
receives payment from guests.
The Front Office Department is typically composed of
1. Reception
2. Reservation
3. Concierge
4. PBX (phone service system)

5. Telephone
Reception
The reception desk is usually the place at which guests from the first impressions of
the hotel. It is also the communication centre for the hotel operations. The reception desk
may comprise of such tasks which are:-
1.                  Cashiering
2.                  Mail and information
3.                  Registration
4.                  Room assignment
 The reception desk is located in the busiest area of a hotel’s lobby. The main
financial tasks which are handled by the front office are as follows:-
1.                  Receiving cash payments.
2.                  Handling guest folios.
3.                  Verifying checks.
4.                  Handling foreign currencies /credit cards.
The above is to give an over view of the duties and organization of the front office
department. Guests who found themselves away from home, in a new environment or
unfamiliar settings are usually anxious to proceed with their business or vacation plans
without delay. They usually want to know or learn the “who, what, when, where and how” of
their new environment. The guests usually request or ask for information through the door
man, switch board operator, front desk or clerk or cashier, because these employees are the
most   visible to the guest and also seem by guests as most knowledgeable.
 These employees response to the guests’ requests or questions about public transport,
location of hotel facilities, special events in the community etc. indicates how well the hotel
has prepared the front office for this important role.
 Front office managers must take an active role in gathering information that will be
interest to guests.The relationships the front office manager develops with the other
departmental director’s and their employees are vital to gathering information for guests.
Developing positive personal relationship is part of the communication process.
 
QUESTIONS

1- Explain why the front office is called the nerve centre and ‘focal point’ of all
activities in the establishment.
   On completion of this course the student should be able to understand the relationship
of the front office department with other departments within the organisation, the value,
attributes, social skills and the functions of the front office and its employees. The course is
designed also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
·         Interrelationship of the front office with other departments
The front office staff interacts with all departments of the hotel, including marketing and
sales, housekeeping, food and beverage, banquet, controller maintenance, security and human
resources.
 

 
The front office is seen by these departments a communication medium in providing guest
services. Each and every department has its own unique communication connection with the
front office staff.
The front office relationships with other departments are as follows:-
1.      The marketing and sales department:- this department depends on the front office to provide
historical data on guests and other details that concern each and every guest.
2.      The billing and cashier department:- these comes under the controller who relies on the front
office staff to provide a daily summary of financial transactions which goes through a well
prepared high audit.
Therefore, since, it is the duty of the front office to provide the controller with financial data
for billing and maintenance of credit card ledgers, these two departments must relay
payments and changes through the posting machine or property management system.
3.      Maintenance Department: - Communication between the front office and maintenance is on
room status and requests for maintenance service. Maintenance employee must know the
occupancy status of a room at the front office before attending to plumbing heating, air-
conditioning problem and many more repairs.
If the room is already under reservation, the two departments will work out a time frame so
that the room can be fixed before the arrival of the guest or another room to be assigned if
repairs will take long.
4.      The security department: - Communication and good relationship between the front office
and the security office is very important in providing hospitality and comfort to the guest.
This department relates to each other properly and must have good communication in
maintaining guest security, fire safety, measures and emergency communication systems such
as fire alarms, as well as procedures for routine investigation of guest security concerns.
5.      The human resources management department:- This  department may rely on the front
office staff to act as initial point of contact for potential employees in all departments. Some
directors of human resource management depend on the front office to distribute forms and
other personnel related information to job applicants.
6.      The food and beverage department: - this department depends on the front office to
determine the quantity of food to cook and type. When the front office is expecting new
arrivals, food and beverage department is notified as well as other departments
 
QUESTIONS
1-                  Discuss on the relationship between the front office department and the
housekeeping department.
2-                  What are the functions of the following departments?
a.                   The maintenance department
b.                  The Human Resources management Department.
On completion of this course the student should be able to understand the relationship
of the front office department with other departments within the organisation, the value,
 attributes, social skills and the functions of the front office and its employees. The course is
designed also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
 
INTRODUCTION
The different components of the front office in relation to the following;-
   Front desk
   Concierge
   Switch board
   Porters
   Luggage handling
 
3.1      FRONT OFFICE: WHO IS IN IT?

 
1.                  The front desk:-being said to be the most active section of the front office is usually located
at the far corner of the lobby. Equipments found at the reception desk are a table, chair,
booking diary, day and night porter’s log book.
These equipments are neatly arranged. There should also be either a per stand with a good ball
point pen or a pen and inkstand for the use of guests when registering, it should be clean and
changed regularly.The hotel register should also be placed neatly on the desk and kept closed
 so that it will not be seen by everybody. If registration cards are used, they should also be
placed neatly on the desk, and should be supplied constantly so guests can register with a
minimum delay.For the benefit of the guest, a perpetual calendar should be placed in a
convenient position, with the date and day of the week correctly shown at all times. It is also
essential that a large calendar be kept for quick reference by the reception staff showing
several months in advance and showing days which the hotel is fully booked. This will save
time when requests for accommodation are made by telephone.
2.                  The Concierge: - is a uniformed staff in the front office whose activities is directly with the
guest and his needs. The concierge sometimes acts as an escort to sloops in town, or the bus
station, concerts taking place in town. This uniformed staff generally runs errands for guests.
3.                   The switch board:- regardless of the size of the hotel, there will be a telephone. The larger
the hotel or establishment, the greater will be the need for telephone usage. A small switch
board would probably be placed in or near the reception office to be operated by a
receptionist or a member of the uniformed staff. In larger hotels, a switch board would be
placed in a room where more than one telephone switch board operators would be employed
to deal with the numerous in-coming and out-going phone calls.
4.                  Porters: - Came under unformed staff and comprise of all those members of the hotel staff
who wear uniforms.his uniform is of is of a colour distinctive to the hotel and the basic
design is the same among hotels.
The head porter is in charge of the uniformed staff. The head porter is usually responsible for
allocating and supervising the duties of the members of the uniform staff. He keeps a log
book in which he records all the happenings of the day – arrivals, departures, messages,
errands etc. he notes with each entry the time of day and the names of the persons concerned.
Should any query arise reference to these records is of great assistance. In addition to the
organizing and supervising of his staff, the Head Porter is in direct contact with the guests.
He must have a good memory for names, faces and be able to greet guests correctly.
5.                  Luggage handling: - in hotels where there is a luggage room a Head Luggage Porter is in
charge and he is responsible to the Head Hall Porter for the smooth and efficient running of
the organization of this room. It is his duty to ensure that a record is kept of all luggage
passing through the luggage room and to know which member of his staff handled it.
 

THE RELEVANCE OF PRODUCT KNOWLEDGE IN FRONT OFFICE

OPERATIONS
 PRODUCT KNOWLEDGE is very important in front office operation. Front office personnel
succeed by integrating multiple sources of information and responding quickly and
effectively to customer’s requests and question. The following are the major areas where
product knowledge can be profitable to the hotel establishment.

1. Accommodation Product:- this product does not just consist of a guest room – single or
double, but also the additional facilities and services which are applicable to a particular room
e.g. does the room have a pleasant view, is it away from noise etc. Since the accommodation
product cannot be examined before a guest commits his/her self, a guest relies upon the front
office staff to be able to describe the product accurately. It is therefore important for the front
office staff to have knowledge of what is included in the accommodation of the hotel he/she is
paying for. This knowledge will increase sales and productivity for the establishment.

2.   Layout of the hotel:- this is also important in product knowledge of front office operation. A
good receptionist should know the layout of the establishment for good impression of the guest.
The guest may ask the following questions – there is the restaurant, or lounge, or bar? Or what
are the bar hours, when is the pool open, how early does breakfast start for those guests
checking out early. What type of facilities is available?

3. Knowing all types of menus- Knowing all types of menus is very important. The staff must
know all types of menus offered by the restaurant and the times of services. For example, there
are mainly two types – The Table D’horte and ala cante.

4. General information:- staffs at the front office must also acquire general information about
lounges, bars, hall, swimming pool etc. all being part product knowledge a receptionist must
have for smooth running of the establishment, high project, and high patronage of guest.

5.   Equipment available:- is also related to product knowledge in front office operation for
example, equipments available for conferences, special functions, entertainments and
programmes  offered by the hotel. Also the size, and types of fixtures and furnishings are also
important for the front office to have knowledge of since it is the focal point and nerve centre of
the hotel.
The reception office is the most visible department in any hotel, where all information of an
establishment and all activities of the serving departments are gotten.
 
 3.3       FRONT OFFICE STRUCTURE OF A MODERN SMALL HOTEL

 
Functions of the Reception office
In all hotels, the reception office is the focal point or nerve centre of the overall hotel, not
only to other departments, but also the first point of contact for incoming visitors.
Ideally, the reception desk should be seen immediately when a guest enters the hotel
lobby and this should present a picture orderliness and effectiveness. A noisy and untidy
reception office will create an unfavourable impression and will cause a guest to have
negative feelings about the organization and efficiency of the whole organization.
Whether the offices is a small centralized office of a medium sized hotel, or the front
office a large hotel, there must be clearly defined areas of advanced reservations cashier
and billing account, telephone and front desk reception. The functions of the front desk
reception are as follows:-
-          Selling accommodation
-          Receive and welcome
-          Check in and register guest.
-          Check out guests and deal with the settlement of their accounts.
-          Handle enquires and complaints and provide information.
-          Deal with advance reservation.
-          Allocate rooms.
-          Keep up to the minute records of room status.
-          Handle in-coming and out-going mails.
-          Deal with telephone communication.
-          Attend to all duplicating and photocopying.
-          Maintain good communication with all departments.

In large hotels, the reception office basically, the sales department deals with enquiries and
necessary records and charts for letting out accommodation. The cash control, banking accounts
are deceit with in subsidiary offices to relieve the pressure in the front office.

In the all average size hotel, these tasks could be centralized and dealt with by the brigade
of receptionist in the front office.
 
QUESTIONS
2.   Explain the following components of the front office
a.                   Luggage handling
b.                  Porters
2.   Describe the front point desk and its component.
 
PROGRAMME
NATIONAL DIPLOMA CATERING AND HOTEL MANAGEMENT

On completion of this course the student should be able to understand the relationship
of the front office department with other departments within the organisation, the value,
attributes, social skills and the functions of the front office and its employees. The course is
designed also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
LECTURE TITLE
·         Qualities of Front office employee
·         Professional Attitude
·         Hygiene Standards
·         Etiquette and communications skills
·         Dress Code
  
4.1     THE QUALITIES OF A FRONT OFFICE EMPLOYEE
The Quality of the front office employee in forms of the following:-

 
a-                  High standard of professional attitude.
b-                  Hygiene standards.
c-                  Etiquette and communication skills
d-                 Dress code
 
a-                 High Standard of professional attitude: - a good front office staff must possess qualities
ranging from good manners, common sense, adaptability and a controlled sense of humour,
to diplomacy, knowledge of languages, a head for figures, and a smart appearance & high
standard professionalism also includes the following.
(i)                 Pleasantness- as the saying goes, pleasantness breeds pleasantness. One of the first
essential qualities of a hotel employee to posses is a naturally pleasant manner. This will be
a great asset in dealing with people, because the attitude of a front office employee is often
and quickly reflected in the person with whom he/she is dealing with.
(ii)               Good manners: - is an integral part of a front office employee’s technical ability. The
adding ‘sir’ or ‘madam’ when he/she addresses people does not make her /him humble or
service. This showing of respect should also be extended to his/her colleagues and all staffs
in the establishment.
(iii)             Ability to think and work methodically. The cultivation of an orderly mind will materially
assist in the development of efficiency and the elimination confusion, especially when
working under pressure.
(iv)             Accuracy:- this is another quality absolutely essential to the front office employee, for
without it her work would become a game of chance at which the hotel would be the loser.
Accuracy in every aspect of the front office staff’s work is vital. Accurate booking of
accommodation making up of guest’s accounts, spelling and recording of names are all
important.
(v)               Team Work:- is essential in the running of a good hotel, therefore, its staff must be loyal
to one another and to the management.
 
b-                  Hygiene Standards: - personal hygiene for men is as important as it is for women
particular care should be taken about being well shaved and having properly cut hair.
Unkempt hair is not encouraged. Long hair should always be kept well groomed and tidy.
Both the male and female employee in the front office must ensure that their working
clothes are kept clean and in good repair.
 
Bad Breath (Halitosis) and body odours are not pleasant and persons so afflicted should do
their best by brushing teeth twice a day, using mouth freshener, and visiting the doctor on
regular basis. Perfume should not be worn to conceal odours.
Hygiene standards-hands and finger nails are constantly under the gaze of visitors, should
be clean and the nails well manicured. Nail varnish should be avoid or light colour used.
Make-up needs to be very light or none at all.
 
            C.  Etiquette and Communication Skills-communication is one of the tools of management for
successfully getting the job done. It is therefore necessary to appreciate and comprehend
the meaning, implications, purpose and problems of communication. For example, at work
between workers and their managers, or between co-workers and their colleagues.
Communication has a uniting force. First, it important to establish exactly what the
expected standards of performance are, what a particular job entails, and to ensure that the
employee knows exactly what is communicated to him, and what is expected of him.
The second important aspect is to give feedback on how well tasks are being carried out
and the standard of performance being achieved. This will not only ensure that the job is
carried out as planned, but it will also reduce the employee role ambiguity – meaning to
know exactly what is expected of him, and knowledge of the actual results of work
activity. In that case, if the communication was very clear, and well comprehended by the
 employee, it would definitely result to a high motivational effect which would be seen
visibly.
 
Making the Right Impression at the Front Desk: How Proper Etiquette
Helps
We all know that you never get a second chance to make a good impression.  But just
how can hotel management ensure that they are making the right impression at the front
desk?  As a General Manager, I believe that it is my responsibility to ensure that our guests
find both efficient service and a positive, outgoing, and friendly attitude the minute they
arrive at reception.  Here is my advice on front desk etiquette:
Proper staff attitude starts with management and is then diffused to members of staff.  This
means that the positive attitude that I want my staff to have when dealing with our customers
must start with me.  If I approach my duties with a smile, a can-do attitude, and a
determination to meet or exceed our customers' expectations, my staff is more likely to do the
same.  
The most important part of the uniform my front desk staff wears is their smile.  This
smile should reflect the pride they take in their work and it should be worn not only when
greeting guests in person, but should also be “heard” when talking on the phone.  Guests
should ideally be greeted within 10 seconds of their arrival.  This can sometimes be
complicated by the fact that your staff may already be serving another guest.  However, I
have trained my staff to acknowledge new guests immediately and to tell the new guests that
they will be with them momentarily, even if they are presently serving someone else.  Phones
should be answered within four rings and with a tone of voice that reflects his or her smile.
Another way that I ensure that my staff has the right attitude towards our guests is by treating
them in the same way that I want them to treat our customers.  I strive to create an
environment in which my staff can be happy with their present job and take initiatives in new
areas.   I consider their individual needs and desires, and they in turn do the same for our
guests.  Since we are a property with a lot of repeat business, we try to learn our guests’
names and greet them by name when we see them.  Both my staff and I do this on a regular
basis; it lets our guests know that they are not just a room number but also a person whose
business we value.
I also give high priority to thorough training in efficient procedures.  Proper training
on all of the front office equipment, including the switchboard, computers, and office
 machines, not only increases efficiency, but also makes it less likely that your staff will get
frustrated and take it out on your guests.  Moreover, if your staff can efficiently operate your
computer system, the process of registering guests is quicker and the billing process upon
their exit will be correct.  This is crucial to leaving a lasting good impression.
Finally, we must also make it a point to inform guests of all of the amenities we offer
as well as hours of operation and local area information.  If the guest is not given this
information,  he or she may not realize what you are offering and what value it represents in
the amount they are paying.  The guest should be aware that we are staffed 24 hours per day
and that we will be glad to answer any questions or concerns they might have.  This gives our
guests a point of reference, whether they would like to learn about local restaurants or
whether they need a light bulb replaced in their room. 
It is my job as a General Manager to make sure that our staff is equipped with the knowledge
they need in order to efficiently perform their jobs.  It is also my responsibility to create an
environment in which they can thrive professionally.  My individual attention and positive
attitude towards my staff encourages my staff to treat our guests in the same way I treat them
—with respect, a can-do attitude, and a smile.  Not only do we then make a good first
impression, but we create a great lasting impression of our hotel and its service, which makes
guests likely to return again and again.
 
d-                 Dress Code – the clothes worn by a front office employee (receptionist) when at her job are
of paramount importance. A neat and well groomed appearance indicates a pride in her, and
in her work. The clothes worn by a receptionist must be suitable for her job. A great number
of hotels provide a uniform for their receptionists to wear which is usually plain but smart
outfit. If no uniform is provided by the hotel, and the receptionist is free to decide for herself
what clothes she will wear, care must be taken in the choice she makes.
Both male and female receptionists must ensure that their working clothes are kept clean and
in good repair. Often where uniform is worn, the hotel will provide laundering or cleaning
services for the staff, or may make pressing facilities available on days off. All this helps to
ensure that those who are in contact with the visitors always look well groomed and thus help
create the right atmosphere.
 QUESTIONS
1.      List 5 hygiene standards of the front office employee
2.      Discuss on dress codes of the front office employee

On completion of this course the student should be able to understand the relationship of the
front office department with other departments within the organisation, the value, attributes ,
social skills and the functions of the front office and its employees. The course is designed
also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
LECTURE TITLE
·                     Functions of the Front Office
·                     Guest Cycle
·                     Front Office Systems
 
5.1     The Functions of the Front Office
1.         Receiving and Welcoming guests- the following procedures should be
followed
·                     The first thing a hall porter should do upon a guests’ arrival is to assist with luggage and
escort the guest to the reception desk where the guest will be welcomed again by a friendly
receptionist.
·                     The receptionist (after welcoming the guest) with a smile and polite greetings gives the
guest a pen and registration form to fill out. The receptionist then checks to see whether the
registration form is completely and correctly filled out.
·                     The identity booklet or key card together with any messages or letters that may be waiting
for the guest is then handed to him/her. The room key is given to the porter who will escort
the guest to his/her room.
·                     Upon arrival at the room, the hall porter (who will be in front of guest) will unlock room,
point out all electrical appliances, and explain to the guest about their instructions and uses.
Checks the hot and cold water to see if it is working properly.
·                     The porter then places the guest’s key on the table makes a polite bow, saying “if there is
anything else I can help with, if not he makes his exit saying “has a good stay”.
  
2.         Checking in/out of guests:-
Functions, Activities, and procedures used for checking –in and checking out of
guests
 
I-Guest Cycle:
The guest cycle describes the activities that each guest passes by from the moment he/she
calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest
cycle encompasses 4 different stages, which are depicted in the underneath diagram:

 
Pre-Arrival ►Arrival ►Occupancy ►Departure
 
 
Each stage of the guest cycle is associated guest service, and guest accounting activity/ies.
1.      Guest services:
 

Reservation ► Registration ► Occupancy Services ► Check-out and

history

 
 
 
 
 
1.                  Guest Accounting:

Establishment of Credits ► Posting Charges ► Night Auditing ►

Settlement of accounts

 
 
 

 
 
Below is a description of the activities undertaken at each stage of the guest cycle:
 
1. Pre-arrival:
At the pre-arrival stage, the hotel must create for every potential guest a reservation Record.
Doing this initiates the hotel guest cycle. Moreover, reservation records help personalize
guest services and appropriately schedule needed staff and facilities
 
The reservation department should, then, complete all the pre-registration activities and
prepare guest folios (applicable only for automated systems). Doing so will eventually
maximize room sales by accurately monitoring room availability and forecasting room
revenues
 
2. Arrival:
At the arrival stage, registration and rooming functions takes place and the hotel establishes a
business relation-ship with the guest.
 
The check-in clerk should determine the guest’s reservation status (i.e. pre-registered guests
versus walk-ins). Later, he/she shall prepare a registration record or make the guest sign the
already-printed pre-registration record (under some of the semi-automated and all fully
automated systems).
 
The registration records shall include the following personal and financial items:
 
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:
a)      Satisfy guest needs
b)      Forecast room occupancies
c)      Settle properly guest accounts
d)     Establish guest history records at check-out [personal & financial information]
e)      Assign a room type and a room rate for each guest
f)       Determine long-run availability [i.e. reservation information] versus short-run
availability [i.e. room status]
g)      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, front office clerks should encourage repeat guests by paying
a great attention to guest complaints. This is ensured by placing complaint and/or suggestion
cards in every public place and revenue centres in the hotel. 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.
 
In addition, shall design effective procedures in order to protect the funds and valuables of
guests. This might be ensured through guest key control, property surveillance, safe deposit
boxes, and well designed emergency panels and exits…
 
Another activity at occupancy is to process posting of guest charges [i.e. post room rates,
F&B charges, additional expenses, and taxes…] to various guest folios, master Folios…
While doing so, front office clerks shall continuously check for deviations from the house
limit, and take corrective measures as to change the status of the guest to Paid-in-advance.
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:
a)      Vacates the room
b)      Receives an accurate settlement of the guest account
c)      Returns room keys
d)     Leaves the hotel
 
At departure, checkout personnel should encourage guests to consider returning to the hotel
on any future date. That's why cashiers should act like a true sales person, and might
eventually accept guest future reservations. That way, the stages of the guest cycle become
really a cycle (i.e. start from where it ends).
 
If at departure, the guest account is not fully settled, then late charges accumulates. In such an
undesired case, the responsibility of collection lies within the accounting department,
however the front office department shall provide all necessary types of information to make
this collection easier, quicker, and feasible.
 
II- Front Office Systems:
Until the 1960's, nearly all hotels were operating under the manual system. At late 70's, with
the introduction of computers, hotels shifted to semi-automated systems. Nowadays, most of
the five-star hotels operate under the fully automated system. Below is a brief description of
the three different systems under which hotels might operate.
1.      Non-automated [manual] systems: This very system is the one characterized by the sole
usage of hands. In fact, all formats, procedures, and different kinds of calculations are
done manually.
2.      Semi-automated [Electro-mechanical] systems: This system gets use of some Electro-
mechanical equipment. In fact, under the semi-automated system, each department might
have its own computer system under which it handles all its operations.
3.      Fully automated [computer based] systems: That's the best system ever used in the hotel
industry. In fact, it is characterized by the excessive use of departmental software package
programs integrated and connected to a main frame or terminal situated at the front office
department.
 
QUESTIONS
1-                  Explain how arrival and departure is prepared.
2-                  Discuss on the Different front office systems
Guest Cycle under Three Different Systems: 

At this stage, it is essential to notice that the following stages of the guest cycle under the
three different systems do not conflict with each other. In fact, the only differences are due
to the nature of the system use. Therefore, what will be discussed above is not the
repetition of the sequence; rather only differences will be highlighted.

1.         Non-automated systems:

A         Pre-arrival activities:

At the pre-arrival stage, reservation requests should be introduced in a loose-leaf

notebook or index card. Moreover, only reservations up to 6 months horizons shall
be honoured. Lastly, it is not practical, under this very system, to issue reservation
confirmation numbers, initiate pre-registration activities (at the exception of VIP and
groups) and prepare occupancy forecasts. The reason is, time and money loss along
with insufficient labour force to manually conduct all the above mentioned
activities. 

B         Arrival activities:

At the arrival stage, guests shall either sign a page in the registration book or fill
manually a registration record. Under this very system, the most widely used front
office equipment is the room rack, in which registration records are inserted to serve
as room rack slips. Moreover, registration books and records shall be time stamped
as an internal control proving when the guest exactly came, who registered
him/her…Lastly; guest folios shall be opened for each registered guest.

C         Occupancy activities:

Under the occupancy activities, registration records shall be prepared with multi-
copies. In fact, one copy shall be distributed to room rack, another stamped to the
guest folio, and another given to switchboard operators, and a final copy handed to
 the uniformed service personnel. Lastly, guests with charge privileges charges and
payments shall be posted to respective guest folios.

D         Departure activities:

At departure stage, cashiers should settle each guest account's outstanding balance
and get room keys back from guests. Moreover, cashiers shall notify the
housekeeping department that the room is no more occupied (i.e. room status
change) to let this very department clean the room and prepare it for new arrivals.
In addition, cashiers shall remove room rack slips from room racks to indicate
departure. Lastly, these very rack slips of departed guests shall be filed in a
cardboard box to serve as a guest history record

2.         Semi-automated systems:

This very system is less common in small and middle size hotels. For, these very
hotels, financially wise, might not afford the huge investments associated with the
installation of different hardware and software.

The main advantage of this very system over manual system is that various reports
can automatically be generated. However, the major disadvantages associated with
this system are various complexities of operating and controlling devices due to the
fact that these equipments are not integrated with other systems and are subject to
frequent maintenance problems.

A.        Pre-arrival activities:

At this very stage, guests can either call a national reservation network or directly
contact the hotel. Moreover, reservation clerks can prepare pre-registration records,
guest folios, and information rack slips.

 
 B.        Arrival activities:

At this very stage, already reserved guests shall verify their pre-registration forms
and have only to sign it. On the other hand, walk-ins shall complete a multiple copy
registration record from the beginning.

C.        Occupancy activities:

At the occupancy stage, in order to track the different guest charge expenditures
and all other possible guest transactions, hotels get an intensive use of various kinds
of vouchers. Moreover, the most widely used equipment, under this very stage, is
the mechanical cash registers and front office posting machines. Lastly, under this
very stage, night auditor shall continuously resolve any discrepancy in guest
accounts and efficiently reconcile guest folios.

D.        Departure activities:

At this very stage, cashiers shall relay room status information to the housekeeping
department. Moreover, they should place registration records of departed guests in
property’s guest history files.

4.         Fully automated systems:

A.        Pre-arrival activities:

Under this stage, the reservation department is equipped with a software package,
which is interfaced and connected with one or more central reservation office(s).
Moreover, the reservation department can automatically generate letters of
confirmation, produce requests for guest deposits and handle pre-registration
activities for all types of guests and generate daily expected arrival lists, occupancy
and revenue forecast lists…

 
 B.        Arrival activities:

At this stage, various reservation records can be transferred to front office

department. Moreover, hotels might be equipped with an on-line credit
authorization terminals for timely Credit Card Approval, self check-in / check-out
terminals. Lastly, all guest charges and payments are saved in electronic guest folios.

As far as walk-ins are concerned, all registration activities should be initiated from
the very beginning.

C.        Occupancy activities:

Under this very stage, guest purchases at different revenue outlets are electronically
transferred and posted to appropriate guest accounts. Moreover, the front office
department can run and process continuous trial balances and, therefore, eliminate
the tedious work for the Night Auditor.
 

D.        Departure activities:

At this very stage, cashiers can automatically produce bills to be sent to various
guests with direct billing privileges and create electronic guest history records.

IV.       Front Office Forms:

At different stages of the guest cycle different forms are used depending on which
operating system a hotel chooses. Below are some of the common forms used:

1.         Pre-arrival activities:

a)                  Reservation record or a reservation file

b)                  Letter of confirmation

c)                  Reservation rack and reservation rack slips

 

2.         Arrival activities:

a)                  Registration card (or record) or registration file

b)                  Room rack and room rack slips

3.         Occupancy activities:

a)                  Guest folio: shall be of duplicate forms and pre-numbered for cross-indexing
control purposes

b)                  Vouchers: support documents detailing facts of a transaction, but does not
replace the source document (i.e. the invoice). Examples of vouchers might
include charge vouchers, allowance vouchers, paid-out voucher, and
correction vouchers…

c)                  Information  rack slips

4.         Departure activities:

a)                  Credit card vouchers

b)                  Cash vouchers

c)                  Personal check vouchers

d)                 Transfer vouchers

e)                  Guest history records

V.        Front Office Functional Organization:

Whatsoever system and setting the hotel might use, it should reflect easy access to
the equipment, forms, and supplies necessary. Moreover, the setting shall reflect
position flexibility. Moreover, nowadays trend shows that traditional mail, message,
and key racks are unnecessary at the Front Desk. Rather, they shall be stored in
 drawers or slots located under or away from the Front Desk. For, this would ensure
security and safety of guests.

1.         Front Desk designed alternatives:

a)                  Circular or semi-circular structure: this very structure provides an effective

service to more guests and appears more modern and innovative but since
guests will approach the Front Desk from all angles, more staff is needed.

b)                  Traditional straight desk: Under this very design, fewer staff is needed, but
fewer guests can be served at the same time.

c)                  Deskless environment: Under this design, there is no Front Desk at all. This is
usually replaced by a hostess, or steward welcoming the guest, seating him
or her on a chair/sofa, and conduct registration activities there while, for
example, having a cocktail or a drink.

VI.       Front Office Equipment:

1.                  Room rack

2.                  Mail, message, and key racks

3.                  Reservation racks

4.                  Information racks

5.                  Folio trays or folio buckets

6.                  Account posting machine

7.                  Voucher racks

8.                  Cash registers

9.                  Telephone equipment

 
QUESTIONS

1-                  List 3 front office Equipment

2-                  Discuss on the stages of the guest cycle
WEEK 7
 
PROGRAMME
NATIONAL DIPLOMA CATERING AND HOTEL MANAGEMENT
 
COURSE
CODE 124: FRONT OFFICE OPERATIONS
On completion of this course the student should be able to understand the relationship of the
front office department with other departments within the organisation, the value, attributes ,
social skills and the functions of the front office and its employees. The course is designed
also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
LECTURE TITLE
         Other Functions of the Front Office
         Functions of the Front Office Manager
         Allocation of Accommodation
 
7.1       OTHER FUNCTIONS AND ACTIVITIES OF THE FRONT OFFICE
The front office being a major department that makes up the hotel organizations has
various. It is not only visible to guests out to all serving departments.
The front office is always at the centre of the guest service activities. It is a point of
contact for all in-coming and outgoing guests.
 
The front office in direct relation to the guest is as follows.
-                      Where the guest is first met by a representative of the hotel;
-                      Where information is available to the travelling public;
-                      Where guests receive their keys and messages.
-                      Where guests settle their accounts, and lodge their complaints.
The front office is viewed as a key department that coordinates and sets the pace for most
guest services including the following:-
(1)               Housekeeping department regarding changes to guest accounts e.g. laundry
charges etc.
(2)               Accounting department regarding cash, credit, and front office billings.
 
Functions of a Front Office Manager
 
Planning
This is perhaps the most important of functions. We have already seen that before we
can even start operating we have to plan our business. This is effectively what we did
when we planned our room rates based on our required return on investment. Planning
gives us direction and focus. If a Front Office Manager does not plan, he may become
overly involved with tasks that are inconsistent with what should be his department's
goals.
 
Kasavana recommends that the first step in planning is defining the department's
goals, which should then be used as a guide to planning more specific, measurable
objectives. Planning also includes determining the strategies that will be used to attain
the objectives.
 
Organising
A good Front Office Manager must be able to organise his staff, by dividing work
amongst them. Work cannot be always divided equally some members of staff will
have certain strengths which
cannot be overlooked. However, dividing work must ensure everyone gets a fair
treatment so that work can be completed on time. Organising will involve determining
in which order tasks are to be performed and establishing completion dates for each
group of tasks.

Coordinating
This will involve bringing together and using available resources to achieve planned
goals. It is useless to organise work without effectively coordinating it, as it will often
become apparent (through coordinating work) that it may be necessary to make
 changes to the way things are organised.

Staffing
Having determined your objectives and planned goals you need to make sure that you
have recruited the best qualified staff for your positions. Staffing involves scheduling
employees. This process will involve determining the number of employees required
to cater for the expected demand to meet guest and operational needs under specified
conditions.

Leading
A Front Office Manager must be a leader capable of directing his staff, overseeing,
motivating, training, disciplining, and setting an example. The Front Office Manager
must be able to analyse the work to be done, organise tasks in a logical order, whilst
bearing in mind the conditions within which employees are expected to perform their
work.
 
A good Front Office Manager will be able to step into situations where his staff
cannot deal with the workload.

Controlling
Every front office will have a system of internal controls to keep in check the hotel's
assets and protect its revenue. A Front Office Manager must ensure that his staff
follow established procedures.
The hotel will also have performance targets, both in terms of revenue budgets as well
as employment targets, and the Front Office Manager will exercise a control function
when keeping front office operations on course in attaining planned goals.
 
Evaluating
This is the function of determining to what extent planned goals are attained.
Unfortunately this function is often overlooked or performed without much thought.
Evaluating involves reviewing
and when necessary revising front office goals. This is why these management
functions are often referred to as the "management cycle" because management is a
 continuous cycle of planning,
organising, motivating and reviewing.

Operating ratios
In a past lecture we looked at occupancy ratios and how these may be used to evaluate
departmental performance. The following operating ratios look at the financial
position of front office, evaluating or instance the major expenses incurred by the
front office operation.
 
Dividing the payroll and related expenses of the rooms division by the department's
net revenue yields one of the most frequently analysed areas of front office
operations: labour cost. The table in the next page gives us a number of operating
ratios that may be used.
 
7.2       ALLOCATION OF ACCOMODATION
The correct room type allocation can be essential to guest satisfaction. Selection is a
matter of training and experience as there are several aspects to consider when
allocating to reservations. The order of importance of the criteria may depend on local
or corporate standard operation procedures.
 
RATE
This selection criterion is pretty much self explanatory. If there are two guests with
same room type requests, you may want to assign the nicer room to the guest who
pays the higher rate.
 
LENGHT OF STAY
A guest who checks in late might not be too concerned about the view of location of
the room, as long as he or she gets a good night sleep. On the other hand a guest
staying with family or spouse for several days, will certainly have expectations
regarding view and room location.
 
LOYALTY TO THE HOTEL/FREQUENT-STAY PROGRAMME
With completion fiercer than ever, loyalty is becoming more and more important.
Almost every hotel chain has a frequent-stay programme that offers various
 membership levels, based in number of room-nights stay in the hotel. These
membership levels have a great impact on room allocation. The hotel must ensure the
most loyal customers are recognised for their repeating business.
 
RESERVATIONS GUARANTEES
Many hotels have introduced the concept of reservation guarantees. For example:
Room type, bed type, smoking preference or connecting rooms guaranteed when the
reservation is made and based on availability. Monetary compensation to guests is
offered to guests if the guarantee is not met at check in.
 
VIP LEVELS
Hotels have individual VIP levels indicating the importance of the guest checking in.
For example a group VIP, meeting planner, corporate executive, celebrity, political
figure.
 
SPECIAL REQUESTS
Special requests on reservation might include information about allergies, rollaway
and baby crib requests, high floor/low floor, request for a universally accessible room
and so on.
  
QUESTIONS
1-                  List 3 functions of the front office manager
2-                  Discuss on the criteria of room allocation

 WEEK 8
 

PROGRAMME

NATIONAL DIPLOMA CATERING AND HOTEL MANAGEMENT

COURSE

CODE 124: FRONT OFFICE OPERATIONS

On completion of this course the student should be able to understand the relationship of the front
office department with other departments within the organisation, the value, attributes , social skills
and the functions of the front office and its employees. The course is designed also to teach the
checking procedures and the various records for registration, the communication processes in
hospitality organisations and the importance of the telephone as a means of communication.

LECTURE TITLE

·         Account Payment and Billing

·         Luggage Handling
·         Mail Handling
 
 
 

8.2             LUGGAGE HANDLING

The number and pieces of luggage the guest has should be entered in the luggage
book before the luggage is dispatched to the guest’s room. The room number should
 be ticked off on the arrival and departure list, and guests name entered on the
tabular ledger and their bills should also be entered.

LUGGAGE BOOK/LUGGAGE CLEARANCE PASS

Arrival

The number of pieces of luggage a guest has on arrival should be entered into the
luggage book. This is entered carefully and kept at the hall porters desk.

Departure

At the time of departure, the hall porter will organise his staff to handle luggage. In
some hotels, a “luggage clearance” pass is handed to the porter when the account has
been settled by the reception office. The head porter will check hi/her own list of
departure when luggage is cleared and correctly ticked during departure.

Name   ROOM NO ARRIVAL DEPARTURE NO OF LUGGAGE

Address          

8.3       MAIL HANDLING

Handle messages as follows:

·         For registered guests: deliver it to the room.

 ·         For arrivals: place the top copy with the registration card at Reception. Discard the second
copy.

·         For visitors: hand the top copy of the message to the person who will be visited. Discard the
second copy.

·         For staff: hand to the Head of Department for distribution.

If a visitor wishes to leave a message for a guest, proceed as follows:

·         Hand the visitor a message pad and a pen (make sure that the pen is in a good condition);

·         When the visitor has completed the message, place it in an envelope and deliver it to the
guest's room

Handle faxes and telefaxes as follows:

Faxes and telefaxes should be placed in an envelope with the guest’s name and room number
written on it.  Proceed as follows:

·         For registered guests: deliver to the room.

·         For arrivals: place with the registration card at Reception.

·         For a guest on the guest history and scheduled to return: place it in the arrivals file under
the arrival date, to be attached to the registration card when appropriate.

·         For a guest on the guest history but not scheduled to return: mail forward if the address is
available, or inform sender.

·         For staff: hand to the relevant Head of Department for distribution.

For former staff: inform sender

Procedure for collecting, sorting and distributing letters:

These will be collected once or twice a day and delivered to the Porter's desk by the Driver. Post
must be sorted as follows:
 ·         For guests - registered or arrivals; departed guests; etc.

·         Staff - sort by department

·         Items to be reposted - items which will be returned to the sender.

·         For registered guests they should be delivered to the room as described previously.

·         For arrivals, place with the registration card at Reception.

·         For a guest on the guest history and scheduled to return, place it in the arrivals file under
the arrival date, to be attached to the registration card when appropriate.

·         For a guest on the guest history but not scheduled to return, mail the item forward if the
address is available. If the address is not available, return the item to the sender.

·         For staff, place it in the pigeonhole of the relevant Head of Department for distribution.

·         For former staff, return to sender.

Procedure for collecting and sorting Parcels:

All parcels are recorded in a Collection Book at Reception or Porters and then placed in the
Porters store.

The following information must be placed in the book :

·         Date of delivery.

·         The addressee.

·         The name of the person recording the delivery.

Write a duplicated message on a message slip notifying the guest that there is a parcel to be
collected. Place one copy in the pigeonhole for the relevant room and deliver the other copy as
described above.  When the guest collects the parcel, he/she must sign the book and note the
date on which the parcel was collected.

 
 Proceed as follows:

·         For arrivals: place the notification message with the registration card at Reception.

·         For a guest on the guest history and scheduled to return: place the notification message in
the arrivals file under the arrival date, to be attached to the registration card when
appropriate.

·         For a guest on the guest history but not scheduled to return: mail forward if the address is
available, or return to sender.

·         For staff: hand to the relevant Head of Department for distribution.

·         For former staff: return to sender.

 
Procedures Below are procedures for uncollected items

Step Action
1.        Deliver messages, faxes, letters to customers who cannot be located by:

·         Placing under door.

·         Placing in pigeon hole.

·         Putting on a message board.

·         By securely storing for the customer (i.e. parcels or registered post).

2.        Return any messages, letters, faxes etc. not collected by customer or
member of staff to the reception desk straight away.

3.        Do not leave the item on the desk, hand it over to a member of staff.
 4.        If there is a courier delivery for a departed guest/ or a guest leaves without
collecting items, then:
·         Check that the organisation has a forwarding telephone number and
address
·         Provide this information to the courier, and offer to telephone the guest
on behalf of the courier in order to collect the item/get instructions as to
what should be done.
·         If the is unknown or if the organisation has no forwarding address or
telephone number, send the item back
 
 

QUESTIONS

1-                  Explain on luggage book and luggage clearance pass

2-                  State the procedure for uncollected items
3-                  Briefly discuss on account settlement
WEEK 9
 
PROGRAMME
NATIONAL DIPLOMA CATERING AND HOTEL MANAGEMENT
 
COURSE
CODE 124: FRONT OFFICE OPERATIONS
On completion of this course the student should be able to understand the relationship of the
front office department with other departments within the organisation, the value, attributes ,
social skills and the functions of the front office and its employees. The course is designed
also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
LECTURE TITLE
·         Checking Procedures for Guest Registration
·         Guest history records
 
9.1       Day Shift Procedure
►Arrive early for your shift. Go through the pre-shift meeting check list.
►Prepare your Daily Log Report. Read Previous reports and initial.
►Check Current Status.
►Check out the expected arrival on screen and print.
►Check for Pre-Registration.
►Check for discrepancies in Guest Registration.
►Check for expected departures.
►Check the interfaces for the telephones and movies to see that they are operational.
Do a printout of charges and put in check-out drawer.
►Record all wake-up calls on the mastersheet at the front desk.
►Call the guest after the system has printed the message. Be polite.
►Count your cash ($000.00). Shortages are the clerks responsibility.
►Turn the outside lights off.
► Check incidental deposit to see which rooms have left an incidental deposit.
► Review Group Files for arrivals and departures and block any special requests.
►Do any specials, Credit Check Reports or V.I.P. requests.
►Provide guest with all promotional information on check-out.
►The Movie System is to be blocked when the guest has paid cash, Group Arrivals
and Special Request.
►Check-in procedure:

The Registration Card must be filled out in its entirety (including vehicle
information).

If a cash customer, Drivers License or other major I.D. must be on the Registration
Card.

If the customer is paying by credit card, be sure to put the date, room number, your
initials, authorization number and amount you have authorized on the credit card
form.

The guest must be clear on their room rate. The Registration Card must be signed.

_____ Post all charges to the Guests Folio. Leave the charges with the folio.
 _____ Upon check-out, have the guest sign the folio and keep one copy.
_____ Ask that the keys be returned to the front desk upon check-out.
_____ Complete the Housekeeper's Log of changes for any supplies leaving the desk.
_____ Be sure that Housekeeping is aware of which rooms have cots in them.
_____ Be sure that Housekeeping is aware of any rooms which have Day Rate check-
ins.
_____ Be sure that Housekeeping is aware of late departures or new check-ins.
_____ Check all due out rooms and room discrepancies and process any charges.
_____ Do your deposit and put it in the safe (include all cash, credit cards, direct
bills).
_____ Count the float in back safe if you have made a change during your shift.
Leave tape with Date, Initials
           & shift.
_____ Complete the Daily Log listing all exceptional occurrences that happened
during the shift.
 
9.2       GUEST HISTORY RECORDS

Hotels keep records of guests so that in the event of a re-booking any information in
their previous visit may be used to ensure that their preferences are acknowledged.
These records also give immediate access to information about guests with whom the
management does not wish to do any further business.
These records are very useful for tracing guest who have left property in the hotel, for
advertising new business deals, and remembering guests who call regularly.
 
             Sample of a guest history card:
Name   Tel No:    
Address    
REMARKS:  
 
  
A/C
 
ARRIVAL DEPARTURE ROOM NO RATE PAID BY DATE PAID
             
             
             
             
             
 
QUESTIONS
1-                  List 5 procedures of the day shift personnel
2-                  Briefly discuss on guest history records and illustrate what a history card looks
like.
WEEK 10
 
PROGRAMME
NATIONAL DIPLOMA CATERING AND HOTEL MANAGEMENT
 
COURSE
CODE 124: FRONT OFFICE OPERATIONS
On completion of this course the student should be able to understand the relationship of the
front office department with other departments within the organisation, the value, attributes,
social skills and the functions of the front office and its employees. The course is designed
also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
LECTURE TITLE
·         Record for Guest Registration
·         Double booking and cancellation
·         Change of room and chance guest

 
10.1     RECORDS FOR GUEST REGISTRATION
TYPES HOTEL REGISTER
 There are 3 basic types of hotel registers this include book form, loose leaf and
individual card.
 
Book Form: The hotel register book is the oldest and still the most common type. It is
a bound volume of suitable ruled pages in which each guest particulars are entered in
chronological order of arrival.
 
BOOK FORM SPECIMEN
NATIONALIT
DATE FULLNAME Y ADDRESS
       
       
       
       
       
       
       
 
There is little justification for  including in this type of register and other particulars
such as room numbers or prices which may be seen by other guests. Where it is
deemed essential, a code should be used for such information.
Loose Leaf: Where the loose leaf method is adopted, a loose sheet of the same ruling
as in the book form specimen is used and usually placed on a blotting file. It is either
removed and filed in a fixed binder at the end of each day and re-placed by a new
blank page or used as long as space permits and then re-placed.
 
Individual Card: The individual card is a more recent development in hotel
registration and is meeting with increasing acceptance as a modern method suitable
for any hotel.
 
10.2     DOUBLE BOOKING AND CALCELLATION
This means letting out the same room twice for different people which can cause
considerable ill-will and embarrassment to the hotel and therefore must be avoided.
This can be done by careful attention to details of the reservation and correspondence
and by accurate charting of the conventional chart.
 Cancellations however are bound to occur. To avoid having rooms left vacant, some
hotels calculate the cancellation rate percent over a period of time and overbook their
rooms by this percentage.
 
Cancellation
                                                                  X         100%
      Rooms available for letting
 
If rooms are over-booked and the hotel cannot accommodate the guests, they often
have a reciprocal agreement with other hotels which can accommodate the overflow.
It is therefore the responsibility of the over-booked hotel to pay for any expense in
transporting the guest to any other hotel.
 
10.3     CHANGE OF ROOM AND CHANCE GUEST
CHANGE OF ROOM
If a guest wishes to change rooms, and his or her arrival has already been entered on
the arrival list, the change of room must be treated as a departure from one room and
arrival in another room. As the change of room will have no effect on the number of
guests staying in the hotel, no entry is made in the column showing number of guests.
If the arrival and departure list has already been circulated, a change of room
notification slip must be sent to all departments informing them of the room change.
 
  
CHANGE ROOM SLIP   No______
Date   Time  
Name   From Room No  
No of Nights   To Room No  
No of Sleepers   Rate  
    Terms  
       
Signature      
 
CHANCE GUESTS
Chance visitors are those that arrive without previous reservation. If a guest has no
luggage, payment in advance is usually requested. If, however, a chance guest with
luggage can produce credit cards and identification, no deposit is asked for. Tact must
always be used when asking for identification or payment in advance.
  
QUESTIONS
1-                  Briefly discuss on how to treat a chance guest
2.                  List the three different types of registers and explain them.
WEEK 11
 
PROGRAMME
NATIONAL DIPLOMA CATERING AND HOTEL MANAGEMENT.
 
COURSE
CODE 124: FRONT OFFICE OPERATIONS
On completion of this course the student should be able to understand the relationship of the
front office department with other departments within the organisation, the value, attributes ,
social skills and the functions of the front office and its employees. The course is designed
also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
LECTURE TITLE
          The Reservation Status Chart
          Receiving and Welcoming Guests
          Arrivals and Departures
 
11.1   THE RESERVATION STATUS CHART
THE RESERVATION STATUS CHART are where rooms located and
charted, not only for the client to get the type of accommodation they have
requested for, but also for the hotel to achieve the maximum occupancy of the
rooms.
 
The reservation forms are specifically designed to provide all the necessary
details and information that are required to process the booking of
 accommodation. The reservation form in most hotel establishments is included
in the hotel brochure.
Details of the reservation form are:
(i)                             Reservation receipt date.
(ii)                           Name, addresses, nationality of client.
(iii)                         Date and time of expected arrival.
(iv)                         Duration of stay.
(v)                           Date of departure.
(vi)                         Advance deposit.
(vii)                       Special request e.g. garage, special diet, requirements for
children or pets.
(viii)                     Signature of the clerk processing the reservation form.
 
2.         The billing office – ensures that charges are correctly posted to the
guest port-folio, while the accounts office has to deal with all aspects
of the account system.
 
3.         The cashier’s office- is usually a separate office that receives all
payments for guest’s accounts, deals with foreign currencies and petty
cash dis-embursement, takes care of guest’s valuables that may be
deposited for safe-keeping.
 
4.         The enquiry office- deals with all messages and enquiries for guests.
The key and letter racks are located in the enquiry office, and the head
porter is responsible for that.
 
5.         The uniformed staff section- for a normal size hotel, the head porter is
responsible for the allocation of duties to all uniformed staffs, and
works in close liaison with the reception office.
 
The head porter usually keeps a log book in which he records all the various
activities and events during the day
 
11.2   RECEIVING WELCOMING AND REGISTERING OF
GUESTS
1-                  On arrival, the guests are helped with their luggage by the porter who
escorts/ accompany them to the reception counter.
2-                  The receptionist welcomes the guest with a smile and hands out a pen
to the guest and asks them kindly to fill-out the registration form and
sign the hotel register.
3-                  The room key for the guest is taken from the rack and given to the
guest.
4-                  The receptionist points out to the guest the location of the restaurant,
lounge, and any public rooms and emergency exit, and asks the guest if
there is anything they need to know or will require.
5-                  Either the receptionist or the hall porter will escort the guests to their
rooms, depending on how busy the reception office is.
6-                  The escort should walk in front of the guest to lead him/her to the
room with the room key in his hands. The escort should only the door
and allow the guest to enter first. A quick check should be made by the
porter when in the room to see that everything is in order. Electrical
appliances should be pointed out to the guest. Before leaving the room,
the porter should ask the guest if there is any question or if the guest
needs any further services, if not, the porter should wish the guest a
happy stay and leave.
 
The identity booklet or key card together with any messages or letters that
may be waiting for the guest is then handed to him. The receptionist then
checks to see if the registration form is correctly and completed filled out by
guest.
 
 
11.3       ARRIVALS AND DEPARTURES

A list is prepared from the front-office and distributed to the hall porter’s desk,
the cashier, the billing office, telephonist, and housekeeping they all need to
be aware of the of the names and numbers of guest arriving and departing.
 
A computer VDU will give an instant list or a point out may be prepared and
distributed.
Checking-out guests the following procedures must be followed:-
1.                  Make sure that all last minute charges have been entered onto the
guest’s account, such as breakfast, telephone calls and newspapers.
2.                  Present the final account to guests and receive payment.
3.                  Call a porter to collect and to take guest’s luggage(s).
 4.                  Delete guest’s names from the departure list. Adjust the room status
board.
 
QUESTIONS
1-                  Explain how arrival and departure is prepared.
2-                  Give 3 procedures to be followed when checking –out guests.

WEEK 12
 
PROGRAMME
NATIONAL DIPLOMA CATERING AND HOTEL MANAGEMENT.
 
COURSE
CODE 124: FRONT OFFICE OPERATIONS
On completion of this course the student should be able to understand the relationship of the
front office department with other departments within the organisation, the value, attributes,
social skills and the functions of the front office and its employees. The course is designed
also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
LECTURE TITLE
   Security of Guests
   Security of Staff
   Security of the Hotel
 
12.1     SECURITY
Security has always been a concern for hotels worldwide. The recent increase in
terrorist acts has had its toll on travel and tourism worldwide. Whilst there is no
indication that hotels are a primary target for the perpetration of terrorist acts,
hoteliers must ensure that their properties are secure if anything to give a sense of
security to guests and staff whilst at the same time protecting their investment.
 
There are two types of security threats hotels should be concerned with:
1.         Threats that might affect a guest's health, comfort or well-being.
2.         Threats that affect the hotel directly, in particular its fixtures and fittings, its
revenue and its reputation.
 
Protecting Guests
 
Fire
One of the major threats is that of fire. Although we have not had loss of life in hotels
in Malta (perhaps as a result of our methods of construction and the absence of wall to
wall carpeting) hotels here are also bound by law to take the necessary fire safety
precautions. A front office manager is duty bound to ensure that he is satisfied with a
hotel's
  fire detection systems
  fire containment provisions
  escape procedures
  fire-fighting equipment
 
Terrorist threats
This has been dealt with in a previous module, and includes bomb threats. There is
little, if anything, a front office manager and his staff may do if there is some kind of
assassination attempt for instance. However, bomb threats are received by someone at
the front line a telephonist or a front office clerk and a procedure must be in place to
ensure that all the information that can be taken about the nature of the threat is in fact
recorded.
 
Threats to privacy
It is the duty of front office to protect the privacy of its guests even and perhaps
especially if they are in the public eye. It is very tempting to tell one's friends all
about a well-know person who might be staying at your hotel, but you will have no
control over the information passed over from your friends to their own friends. In no
time at all, your guest may be pestered by fans, autograph hunters, paparazzi and
reporters.
However, it is not only the privacy of well-known guests that must be respected.
Every one of our guests is entitled to his or her privacy and steps must be taken to
ensure that information about
our guests is not divulged to outsiders. Giving room numbers to individuals other than
the persons being accommodated in those rooms is unethical and should be avoided at
all costs. There is a tendency amongst representatives locally to divulge room
numbers to taxi drivers, restaurants etc. It may prove difficult to ascertain whether the
breach of confidentiality is the responsibility of the hotel or not, but guests have every
right to hold the hotelier accountable.
 
Threats to guests' property
We have already discussed in a previous lecture the hotelier's obligation to provide
safe deposit facilities. Although the hotelier's liability is limited, it is in the interests of
the hotel to ensure the safety of its guests and their property if anything to protect the
reputation of the hotel.
If the hotel is in an unsafe area, or in an area roamed by unscrupulous characters,
guests should be made aware of this especially if they intend to venture out of the
hotel at night.
In Malta, hotels should be especially aware of the problems caused by prostitution.
Prostitution is not per se illegal but a hotel would be acting illegally if it were to
knowingly encourage or allow prostitution within its premises. It is not for us to make
a general characterisation of prostitutes, but some prostitutes may well be thieves and
since hotel guests will often negate their involvement with a prostitute they may
accuse hotel staff of pilfering their property rather than admit to the fact that they
hosted a girl in their room.
Unfortunately, we must also face the fact that there are instances where guests are
robbed by staff. There may be a "social divide" between staff and guests, which may
lead the former to pilfer money or valuable items from a guest (although this is by no
means the only reason why guests may be robbed by staff). If the hotel has a policy of
randomly checking staff's property before they leave the hotel, this may act as a
deterrent and waive the hotel's liability should this arise.
 
Confidence tricksters or conmen may also find themselves into a hotel. There is very
little a hotel can do if a confidence trickster makes his way into a guest's "life". These
type of people often settle their own room accounts and are simply guests from a hotel
 point of view. However, when the identity of a conman is known the hotel is ethically
bound to blacklist him and refuse him accommodation in the hotel.
Guests themselves may also threaten each other's enjoyment. If a traveller turns up in
a drunken state asking for a room a hotel is entitled to refuse him on the grounds that
he is not a fit state to be received. This is true even if he already has a booking, as he
has broken one of the implied conditions of the contract.
Similarly if the guest misbehaves throughout his stay the hotel is not obliged to let
him stay. When guests complain about being kept awake by a noisy couple or a
drunkard next door, it is not good enough to tell a guest that "nothing can be done
about that." One must employ considerable tact in dealing with such situations.
 
12.2     Protecting Staff
Staff should be able to work in a harmonious and secure environment. In this sense,
all measures taken to protect guests will provide further security for employees.
Some guests are unscrupulous and although it is highly unlikely that guests will rob
staff property some guests may put into question the integrity of the staff.
Unfortunately this may happen to female staff who refuse sexual advances from
guests. It is in the interest of the hotel to protect its staff by ensuring that the integrity
of employees is safeguarded and it would be unwise for a manager to immediately
accept the guest's complaint without hearing the employee's version of events.
 
12.3     Protecting the hotel
Theft from hotel
It is unfortunate even the wealthiest of guests may have a propensity to pilfer a hotel's
property if the opportunity arises.
This normally happens at check out when a guest leaves the hotel with a variety of
items virtually anything that is not securely fastened down: soap, towels, mats,
sheets, blankets, coat hangers, lamps, trouser presses, electric kettles, TV sets and
even plumbing fixtures! Some hotels ask housekeepers to check rooms for pilfering as
soon as a client leaves the room to check out. This is not however always practical.
Again considerable tact has to be employed when dealing with such situations and
there are no fast rules to follow. There are instances where a hotel will simply have to
write off stolen items rather than insist on ensuring that no items have been stolen.
 
 Walk-outs, skippers or runners
There a number of guests who leave without paying. These guests can generally be
divided into three groups:
1.         The `accidentals'. These are guests who simply forget to pay, often their extras
bills. Most of these guests do not intend to leave the hotel without paying they
simply believe their account is being settled by someone else. When contacted
these guests pay their bill immediately and are highly embarrassed. The hotel
should deal with them courteously.
2.         `Opportunists'. These guests check in with the intention of paying their bill on
departure, but when they realise that they can get away with not paying their
bill (or simply a transaction that should have found itself on their bill e.g. last
minute breakfast or mini-bar consumption) they make a run for it!
3.         `Premeditators'. These are guests who, from the start, have the intention of
leaving the hotel without paying. Some of these guests go into considerable
lengths in order to avoid paying. These guests generally stay for short periods
and will move to other hotels as soon as payment is demanded.

When hotels network between themselves they are in a position to warn each
other of such guests. Experienced room staff can often detect premeditated
walkouts because generally they do not unpack their belongings to facilitate a
quick run. If the hotel staff communicate effectively it may be possible for a
hotel to operate like an intelligence-gathering machine, with the doubtful guest
being reported on all his activities whilst the security manager determines
whether or not he or she is a bona fide guest.
 
QUESTIONS
1-                  Briefly discuss on theft from the hotel
2-                  List the fire safety precautions the Front office manager has to ensure are
in place
WEEK 13
 
PROGRAMME
NATIONAL DIPLOMA CATERING AND HOTEL MANAGEMENT
 
COURSE
CODE 124: FRONT OFFICE OPERATIONS
On completion of this course the student should be able to understand the relationship of the
front office department with other departments within the organisation, the value, attributes,
social skills and the functions of the front office and its employees. The course is designed
also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
LECTURE TITLE
          Importance of Communication
          Communication Systems
          Types of Communication in the Front Office
 
13.1     COMMUNICATION
Communication is the exchange of information or idea between two persons or
objects.
The response is to get the message across and get back a response. The importance of
communication in any organization cannot be over emphasized.
Communication is one of the tools of management for successfully get the task or
work done. It is therefore necessary to appreciate and comprehend the meaning,
implication, purpose, and problems of communication for example, at work between
workers and their colleagues. First or all, communication has a uniting force, it is
important to establish exactly what a particular job entails, and what the expected
standard of performance are. Also to ensure that the employee knows exactly what is
communicated to him, in any case, the employee should know and understand both
aspects.
 
Secondly, another impotent aspect is to feed back on how well tasks are being carried
out and the standard being achieved. There will not only ensured that the job is carried
out as planned, but it will also reduce the employee’s role ambiguity – meaning to
know exactly what is expected of him, and the knowledge of the actual results or
work activity. In this case, if the communication is very clear and well comprehended
 by the employee, it would definitely result to a high motivational effect which would
be seen visibly.
 
13.2     The Communication Systems are as follows:
 
The different telecommunication systems and how they are operated in any
organization.
Telecommunication plays a very important role in the hotel establishment. With
effective communication by telephone, selling the hotel and promoting an image of
efficiency is made possible. Applying the rules of good verbal communication which
are more applicable to telephone communication helps the client to judge the standard
of the hotel. Answering the phone promptly with an appropriate greeting, will make
the guest or client feel confident that the organization is efficient. Effective
communication by telephone will not only promote the image of efficiency.
 
The following are the different types of telecommunication used in any organisation
            i           private Branch Exchange (PBX)
i           private Automated Branch Exchange (PABX)
ii          The push button intercom system
 
Telecommunication plays a very important role in the hotel establishment, with
effective communication by telephone, selling the hotel and promoting and image or
efficiency is made possible. Applying the rules of good verbal communication which
are more applicable to telephone communication helps the client to judge the standard
of the hotel.
 
Answering the phone promptly with an appropriate greeting, the quest or client will
feel confident that the organist ion is efficient. Effective communication by telephone
will not only assist in selling the hotel, but also promote and image of efficiency.
 
Communication devices
  
1.      Private Branch Exchange (PBX)

Telephone services in most establishments involve the use of private branch

exchange. This is connected to a public exchange by one or more lines at the end of a
switch board, and extension telephone in the carious offices and departments. Calls
must pass through the switchboard with a minimum delay and maximum courtesy.
 
2.      Private Automated Branch Exchange (PABX)
This system combines exchange services with automatic inter-communication facility. Each
telephone instrument has its own dial and from it can be dialled other extensions as well as
outside calls.
 
3.      Push Button Intercom System
This telephone system provides communication between each extension as well as
connections to the public exchange.
 
Another device found is the Loud speaking device. This is attached to the telephone to enable
several people to listen to a call simultaneously, and it is also useful. If you wish to keep your
hands free during a call.

 
13.3     TYPES OF COMMUNICATION IN THE FRONT OFFICE
1.      Verbal Communication
2.      Non Verbal Communication
 
VERBAL COMMUNICATION
Good verbal communication is very important in many jobs but rarely in the reception
office. Although it is very important in almost all hotels, that the receptionist speaks
well, as this is the first link between the guest and the hotel, especially now that most
 hotels deal with foreign clientele – some of whom may speak little or no English at
all. It is therefore important for the receptionist to be able to speak properly and
clearly. The receptionist should also be fairly a linguistic in some international
languages. The receptionist is expected to deal with many people some of whom
might require special treatment or attention – health wise or otherwise. It is therefore
important for the receptionist to develop skills of communication at all levels.
 
The rules that apply to good communication is that the client has only the telephone
conversation on which to judge the standard of the hotel. As long as the call is
answered promptly and properly, with a polite greeting, the client will feel confident
that the organisation is efficient. In addition to the correct greeting, all switch-board
operators and receptionists should be familiar with the procedures for overcoming the
most common problems that occurs in areas such as:
·         Credit card calls
·         Directory Enquiries
·         Collect/Reverse charge calls
·         Early morning Calls
 
NON VERBAL COMMUNICATION
This brings us to the saying “actions speak louder than words”. But this could not
always be true. Non verbal communication can easily be misinterpreted or purposely
denied. But then again, they can be very obvious that they cannot be denied.
Examples of non verbal communications are – sign language, body movements, facial
expressions etc.
 
QUESTIONS
1-                  Discuss on the importance of communication in an organisation
2-                  List and explain 2 different communication devices
3-                  Explain Non-verbal communication
WEEK 14
 
PROGRAMME
NATIONAL DIPLOMA CATERING AND HOTEL MANAGEMENT
 
COURSE
CODE 124: FRONT OFFICE OPERATIONS
On completion of this course the student should be able to understand the relationship of the
front office department with other departments within the organisation, the value, attributes ,
social skills and the functions of the front office and its employees. The course is designed
also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
LECTURE TITLE
          Hotel Keys
          Safety Deposit Boxes
 
14.1     HOTEL KEYS
SECURITY OF KEYS
In all cases regular checks should be made on the movement of and security of, key
suites in hotels. Most common losses arise among room keys – thus it is necessary for
the front office to keep reserve set of barrels for interior door locks, so that rooms
may continue to be let. Replacement door locks and reissuing of keys should be under
the supervision of the security officer or manager.
 
Room Keys
These are issued by the front office to guests and used by guests during their stay in
the hotel to gain access to their rooms. They should be handed in to the front office
when guests leave the hotel building or when they check out/depart.
 
Grandmaster
This is held by the management level of staff and used to gain access to any room for
supervisory or emergency use. The grandmaster key will double lock any room in the
case of an emergency. Loss of the grandmaster key means no room is secure,
therefore strict control of such keys is essential.
 
Floormaster
This key is issued to the floor supervisor/housekeeper, who has the responsibility for
checking the rooms on that floor. It will open all the doors on that floor.
 
Supply Keys
These are keys necessary to open such areas as service rooms, storage rooms,
cupboards within departments and handed in at the end of the working shift. These
keys should never be taken off the premises because of the value of the
stock/equipment involved.
 
Guest Key Card
A key card is issued to each guest as he/she registers in the hotel. It is used as a means
of guest identification, and means staff can identify any guest as genuine by asking to
see the guest’s key card.
 
The appropriate room key will only be issued upon receipt of this card (see below)
 

<HOTEL NAME>

Guest___________________ Rate______________________

Room No.________________ Room Type_________________

Date From________________ Breakfast___________________

Date To___________________

 
 
 
 
 
 
 

 
 
 
 
Electronic Keys
These take the form of plastic key/cards that have a unique lock combination which is
changed with the arrival of each guest. They create a secure room without trouble of
replacing lost conventional keys.
 
The electronic key is placed in a slot-type lock on the door to the guest’s room; when
it is correctly placed into the lock the door will unlock.
  
14.2     SAFETY DEPOSIT BOXES
Some hotels offer guests the use of individual safe box we sited in the cashier’s office
area o the hotel. Here guests may have the exclusive use of a safe box to deposit any
valuables such as airline tickets, passports, foreign currency and travellers’ cheques.
This facility is required under the Hotel Proprietors Act 1986.
 
Some luxury hotels have now installed individual room safes in guest’s rooms; these
are made from electrically welded steel and are anchored to the wall or floor with four
steel bolts. They are locked with steel bolts into a solid frame, guests are provided
with the room safe key when they are biked into the bedroom or suite. This system is
preferred by guest, since it eliminates the necessity to queue up at the cashier’s desk
whenever there is a need to get to their safe box. The provision of room safes is an
added item to include in the marketing of the rooms, as many guests now expect this
provision to be available.

 
 
The night audit will check the charges against the guest’s account and therefore
prepare up-to-date bills ready for the morning.
 
The daily trading analysis forecasts the next day’s trading. Stock levels are read and
reorders prepared. The use of a computerised system makes this auditing and control
check far easier. Quicker and more accurate, it is one of the main advantages of
installing a computerised control system in any business.
 
QUESTIONS
1-                  Discuss on the following:
a.       Electronic keys
b.      Grandmaster
c.       Floormaster
2-                  Briefly explain safety deposit boxes.
WEEK 15
 
PROGRAMME
NATIONAL DIPLOMA CATERING AND HOTEL MANAGEMENT
 
COURSE
CODE 124: FRONT OFFICE OPERATIONS
On completion of this course the student should be able to understand the relationship of the
front office department with other departments within the organisation, the value, attributes ,
social skills and the functions of the front office and its employees. The course is designed
also to teach the checking procedures and the various records for registration, the
communication processes in hospitality organisations and the importance of the telephone as
a means of communication.
 
LECTURE TITLE
          The Importance of Telephone in a hotel Establishment
          How a hotel Switchboard operates
          Telephone Etiquette
 
15.1     THE IMPORTANCE OF THE TELEPHONE IN A HOTEL
ESTABLISHMENT
The telephone is a very important and vital instrument in the hotel establishment. No
reference to communication could be made without considering the vital role that the
telephone plays in any business organization. Effective communication by telephone
will not only assist in profitability, but also give customer satisfaction.
 
THE SWITCH BOARD
Regardless of the size of the hotel, there will be a telephone. The larger the hotel or
establishment, the greater will be the need for telephone usage. A small switch board
would probably be placed in or near the reception office to be operated by a
receptionist or a member of the uniformed staff. In larger hotels, a switch board would
be placed in a room where more than one telephone switchboard operator would be
employed to deal with the numerous in-coming and out-going phone calls.
 
The switch board (also called a manual exchange) is a device used to connect a group
of telephones to one another, or to an outside connection within and between
telephone exchanges or Private Branch Exchange (PBE). The user is typically known
as an operator.
 
 The switch board is usually designed to accommodate only the operator using it. It
has a high back panel which consists of rows of female operators (or Jacks as they are
sometimes called). On the table or desk area in front of the operator are columns of
keys, lamps, and cards. Each column consists of a front key and a rear key followed
by a front  cord and a rear cord, making up a cord circuit. When a call is received, a
jack lamp lights up on the back panel and the operator responds by placing the rear
cord into the jack and throws the front key forward. The operator now converses with
the caller.
 
15.2     HOW A HOTEL SWITCHBOARD IS OPERATED
In every hotel, whether small or large, there is always a telephone room with a
switchboard. In larger hotels, there is a need for more out-going lines and internal
extensions making it necessary for a telephone switchboard.
 
The telephone room requires a number of operators on duty at all times. Their duties
are receiving in-coming calls and connecting them with required extensions. As soon
as the in-coming call is answered, the caller commences to be charged. If the required
extension is engaged, the caller should be invited to hold the line, call back, or leave a
message.
 
Some hotels on SUBSCRIBER TRUNK DIALLING (STD) exchanges have a
meter fixed to each out-going line. This registers the number of units used on all out-
going calls.
 
When the guests dials the call himself, it is automatically recorded and metered on a
panel in the bills office. The use of this type of switch board, helps to relive the
pressures on the hotel telephone operators. This also speeds up telephone calls. 
The telephone; it is part of us. What would we do without it? It is as common as apple
pie and summer sunshine. As much a part of our lives as learning to walk and talk and
perhaps that is why we, at most times, give it little thought. Nonetheless, we do think
about it, when we have had the experience of being treated rudely or abruptly while
using this mode of communication. We bristle at the idea of someone's brusqueness to
us, and most probably never take thought of the times we have shown our bad
manners while speaking on the telephone.
  
The tendency to be short and curt to salespersons is common. The feeling that they
are, in fact, invading our privacy is a widespread notion and the fist inclination is to
cut them off with a positive projection of irritation. Perhaps supposing this will
discourage any return calls, "wish on!" Treating those person who call pitching a
product without kindness, solves nothing and makes no validity, so why not include
them in you simple and polite response, "no thank you, have a good day," "good-bye."
This response is much less apt to raise your blood pressure and reduce your feelings
of guilt later, for incivility over the telephone.
 
15.3     Correct way to answer the telephone:  
 

INCORRECT TELLEPHONE ETIQUETTE

 
The proper way to answer the telephone is "hello." On the other hand, simply
answering "yes" is a curt and inappropriate response. The person making the call
draws a very quick conclusion, and that is, to think of that person as cold and aloof,
and hesitates to communicate readily.
At times, someone other than the head of the house will an

CORRECT TELLEPHONE ETIQUETTE

 swer the telephone. If that person is asked, "may I
speak to Mr. ________ please," the response should be, "one moment please, I will get him
for you." If the head of household is not available the response should be, "I am sorry, Mr.
_____ is not available at this time, may I take a message?" This is simply a form of good
manners, whatever form it may be expressed, thoughtfulness for the feelings of others. This
person may be calling to offer a new job with great pay and benefits, who's to know! What
would he or she think if the answer to the question, "is Mr. _____ home please," would be an
abrupt "no." This response would reflect negatively, on the actual person being called.
 
Making telephone calls:
 

 
Think about what time it is, when placing a call. You would not want to call when
there is the possibility that person may be asleep. For example on a work morning
before 7:00 a.m. would not be a good time. After 9:00 to 10:00 p.m. in the evening is
not a good time, and remember to avoid calls around the usual period most people
will be eating. Courtesy is expected when using the telephone just as if you are talking
in person.
 
Give your name when the telephone is answered, before asking for the person you are
requesting.
 
Dialing too quickly, or in inadequate lighting may be the cause of dialing a "wrong
number," never just hang-up. Express your apology, letting them know you have
 dialed a wrong number. To avoid disturbing another person unnecessarily dial
carefully and make sure you can see the dial pad.
 
When speaking, think of the way you sound. Make sure you enunciate you words
clearly and precisely. It is embarrassing to be asked to repeat what you are saying.
Your voice reflects your courtesy, since that person on the other end of the line cannot
see your facial expressions your "tone of voice" will need to express this.
 
Basic Good Manners, Telephone Tips:
·         Let the telephone ring a reasonable length of time. It is frustrating to just get to
the telephone and hear a dial tone.
·         If you dial a number that is wrong, apologize, promptly and hang-up.
·         Calling a business at or very near closing time is to say the least un-thoughtful.
When it is time to go home, after a long day, do not delay them.
·         State your name when placing a call. The game of "guess who this is" may not
play very well to a busy friend.
·         When speaking to anyone who is working and time is of the essence, make your
call informative and short.
·         *Dial carefully and in proper lighting to avoid calling a wrong number and
inconvenient others.
 
Many things have changed over the years, especially in the evolving world of
business. One thing has not changed though, and that is the need for proper telephone
etiquette in the work place. Along with company downsizings and layoffs has come a
necessity for companies to merge jobs together in order to eliminate human resources
and save money. While that may be necessary, it is not necessary that the common
element of etiquette, especially telephone etiquette, be left to suffer.
 
Since customers are the ones who infuse the profits into a business, they do not
appreciate being treated with rudeness in their dealings with a company. This includes
any business that is conducted on the telephone.
   
Proper telephone technique involves some basic common sense in which everyone who
works for a company should use. Here are some basic tips:
 
Incoming Calls:
Tip 1- All incoming calls should be answered in a timely manner.
 
Tip 2- Business telephones should always be answered with a phrase like, "Good
morning, ABC Company, Carol speaking, may I help you?" In a busy office setting
that fields hundreds of calls each day, this particular phrase may be too much to say.
If so, it can be shortened to a phrase that is less wordy. But the name of the company
needs to be stated as soon as the phone is answered along with the person's name who
answered the phone. This lets the caller know that they have indeed reached the right
business, and lets them know with whom they are speaking.
 
Tip 3- Never put a caller on hold, but if you have to, be sure to check back with them
every minute or so and ask if they would like to continue to hold. This lets them know
that they have not been forgotten, and that you are attending to their call.
 
Tip 4- Speak clearly and slowly when you answer a business telephone. Do not slur or
mumble your words. Speak with confidence so the person on the other end has the
feeling that you know what you are doing.
 
Tip 5- Never be rude to a caller, no matter how nasty they are. Always remember to
handle yourself in a professional, business-like manner. This includes handling the
situation in a calm, cool manner.
 
Outgoing Calls:
Tip 1- Same as Tip 4 above--Speak clearly and slowly when you make a business call.
Time may be money, but if the other party cannot understand what you are saying,
then you might as well have saved your breath and not made the call at all.
 
Tip 2- Same as Tip 5 above--All customers expect to work with a professional
organization. One sign of a professional organization is how they are treated by the
people who work there.
 
 Tip 3- When calling another business, it is proper etiquette to give your name and the
company's name you work for to whomever answers the telephone. Do not make
them guess who it is or make them pry it out of you.
 
Tip 4- If you get the wrong number, apologize to the person who answers the phone--
do not just hang up. This is especially important nowadays when people have Caller
ID on their phone lines. All they have to do is to check their device to find out who
just rudely hung up on them.
 
Tip 5- When leaving a phone message; always state your name, company, phone
number and reason for calling. Do not stammer or stutter and use up an unreasonable
amount of time.
 
QUESTIONS
1-                  List 3 correct ways of answering the telephone.
2-                  Describe the hotel switch board
TABLE OF CONTENTS
WEEK 1
1.0              Front Office – Introduction
 
WEEK 2
2.1              Front Office Inter-relationships with other departments
 
WEEK 3
3.1              Different components of the Front Office
3.2              Relevance of Product Knowledge
3.3              Organisational structure of the Front Office
 
WEEK 4
4.1              Qualities of the Front office employee
 
WEEK 5
5.1              Functions of the Front Office
 
WEEK 6
6.1              Guest Cycle under Three Different Systems
 
WEEK 7
7.1              Other Functions of the Front Office
7.2              Functions of the Front Office Manager Allocation of Accommodation
 
WEEK 8
8.1              Account Payment and Billing
8.2              Luggage Handling
8.3              Mail Handling
 
WEEK 9
9.1              Checking Procedures for Guest Registration
9.2              Guest history records
 
WEEK 10
10.1          Record for Guest Registration
10.2          Double booking and cancellation
10.3          Change of room and chance guest
 
WEEK 11
11.1          The Reservation Status Chart
11.2          Receiving and Welcoming Guests
11.3          Arrivals and Departures
 
WEEK 12
12.1          Security of Guests
12.2           Security of Staff
12.3          Security of the Hotel
 
WEEK 13
13.1          Importance of Communication
13.2          Communication Systems
13.3          Types of Communication in the Front Office
 
WEEK 14
14.1          Hotel Keys
14.2          Safety Deposit Boxes
 
WEEK 15
15.1          The Importance of Telephone in a hotel Establishment
15.2          How a hotel Switchboard operates
15.3          Telephone Etiquette