MODULE 1: furnished or company in

​ semi-furnished exchange of a
HOSPITALITY INDUSTRY apartments contracted
-​ one of the major PENSION HOUSE management fee.
sources of revenue -​ private or
and employment in family-operated HOTELS GRADING
the Philippines boarding house SYSTEM AND HOTEL
HOSPITALITY MOTORIST HOTEL FACILITIES
-​ commercial (MOTEL)
services given to -​ originally designed STAR SYSTEM
tourists and for travelers who -​ used to classify
travelers by seek a place to rest hotels. Others
establishments during a long award flag, crown,
HOTEL INDUSTRY travel. or rosette instead
-​ offers lodging and of a star when they
accommodation, HOTEL MANAGEMENT classify or grade a
distinguished by OWNER MANAGED AND hotel.
front desk. OPERATED HOTEL SIZE AND
-​ operated and CLASSIFICATION
ACCOMMODATION managed by the -​ operation of a
ESTABLISHMENTS owner himself, with hotel is largely
the support of his influenced by its
HOTEL management and size.
-​ building, edifice or technical staff. LESS THAN 5O -
premises or a FRANCHISED SMALL
completely -​ owned, but it is 50-250 - MEDIUM
independent affiliated to a chain. MORE THAN 250 -
RESORT -​ ex. Hotel Nikko LARGE
-​ place with a International,
pleasant Marriot Hotels, HOTEL CLASSIFICATION
environment and Shangri-La Hotels, BY LOCATION
an atmosphere. Intercontinental, -​ location of hotels
TOURIST INN Hilton Hotels, can have
-​ lodging Holiday Inn, and significant effect on
establishment many others its patronage.
catering to ●​ AIRPORT HOTEL
transients but does MANAGEMENT -​ located at
not meet the CONTRACT the airport.
minimum ARRANGEMENT It works
requirements -​ subcontracts the best for
APARTEL operations and travelers
-​ building or edifice management of the who travel
that has several hotel to an external by air.
independent and management
 ●​ DOWNTOWN OR 5. TRIPLE ROOM ​ economical rate, usually
SUBURBAN - is a room occupied by short of standard facilities
-​ very three people. It usually has like air con, television, and
accessible one double other amenities.
to business bed and a roll away bed or 2. STANDARD ​
and 2 single beds plus a roll - a room sold at moderate
commercial away bed. rate, equipped with
centers 6. QUADRUPLE ROOM standard facilities and
●​ RESORT HOTELS - can be occupied by four amenities ​
-​ usually people and may have two 3. DELUXE OR
located beds or more. ENHANCED
away from 7. FAMILY ROOM ​ GUESTROOM ​
the city or - is a room with at least 1 - is usually more spacious
suburb, but double bed, with 1 or more and more elegant in
the location single beds. It is designed design that the standard
carries a to accommodate one small room and is provided with
special family. more amenities ​
attraction, 8. KING ROOM ​ 4. SUITE ​
other that - has a king-size bed, - is a much larger room
the hotel occupied by one or two with superior amenities
itself. people. and facilities.
9. STUDIO
According to Number - is a room with a studio Types of Hotel Suites
and Type of Beds and be, with a couch that can
Layout be converted into 1. JUNIOR SUITE ​
a bed. It may also be - a room with a bed and a
1. SINGLE ROOM ​ called an executive room. sitting area (usually s small
- is a room with a single 10. CONNECTING lounge), there may be a
bed, Occupied by one ROOMS small, separate bed,
person. - have two or more rooms connected to the living
2. TWIN ROOM has two with entrance doors from room or parlor. It is also
single beds. It may be the outside and a door called a mini suite.
occupied by 1 or 2 between them through 2. CORNER SUITE ​
Persons. which guests can get - is a suite room that is
3. Double ROOM through each bedroom located on the corner of
- is equipped with one without going out of their the hotel building. It
double or matrimonial bed, rooms. usually covers the same
good for two persons. area that is occupied by
4. DOUBLE-DOUBLE ​ According to price and two standard rooms.
- has 2 double or queen Type of Facilities and 3. PENTHOUSE SUITE ​
beds occupied by two or Amenities - a suite usually located on
more the penthouse or top floor
persons. 1. ECONOMY ​ of the building.
- a room designed for an 4. EXECUTIVE SUITE
- a suite designated for a Standard Room MODULE 2:
top executive, with Amenities (Required for
facilities and amenities of each Standard Room) FRONT OFFICE
superior quality. DEPARTMENT
5. HOSPITALITY SUITE ​ • Bed - plays a vital role in a
- is more than a sleeping • Bed pad hotel, and it is the face of a
room. It is designed to • Bed linens hotel or hospitality
include a function or parlor • Make up and DND (do establishment. It is the first
for entertaining guest’s not disturb sign) and the last department
visitor. • Closet with at least 2 where a guest interacts.
hangers per occupant.
Beds found in • Night table with table Front Office Operations
guestrooms are also lamp and telephone.
classified as follows:​ • Thermo jug filled with There are two categories
cold water, accompanied of Front Office
1. SINGLE BED by 2 covered glasses. Operations
a bed approximately 36 • Television hang at eye
inches by 75 inches level FRONT-HOUSE
2. DOUBLE BED • Dresser table with vanity OPERATIONS
a bed that can mirror and other amenities. - These operations are
accommodate a couple or • Bathroom Amenities- visible to the guests of the
two individuals. It is bath towel, bathmat, soap hotel. The guests can
approximately 54 inches (1 per occupant), toilet interact and see these
by 75 inches in size. tissue, and sanitary bag. operations, hence, the
3. QUEEN BED • Safety Materials name Front-House
an extra-long, extra wide • Information materials operations.
bed, about 60 by 80 • Guest laundry list with BACK-HOUSE
inches in size prices, along with a OPERATIONS
4. KING BED laundry bad (for placing - Front Office staff
an extra-long, extra wide items for laundry). conducts these operations
bed, about 78 inches by • Garbage can underline in the absence of the
80 inches with plastic liner. guests or when the guest’s
5. ROLL AWAY BED • Air Condition and involvement is not
a portable bed Telephone​ required.
6. PULL OUT BEDS
bed that is inserted into a Guest Cycle in Hotel
bed and pulled out when
used. It is advisable for PRE-ARRIVAL ​
small rooms as it is space - It is the stage when the
saving. ​ customer is planning to
7. SOFA BED avail an accommodation in
is a couch that is the hotel.
convertible into a bed.
ARRIVAL ●​ REGISTRATION - their luggage and assisting
- The front office reception meet guest’s guest to their rooms
staff receives the guest in requirements ●​ CONCIERGE
the reception. The porters regarding rooms - renders additional
bring in the guest luggage. and to establish services to guests,
OCCUPANCY​ registration usually regarding
- During occupancy, a front formalities. information outside
office accounting system is ●​ MAIL - handles the hotel premises
responsible for tracking guest messages (Directions to
guest charges against and postage points of interest,
his/her purchases from the ●​ KEY control the entertainment
hotel restaurants, room giving of keys to reservation, and
service, bar, or any the guests and local offices).
outgoing telephone calls responsible for the ●​ AIRPORT/
made via the hotel’s key rack TRANSPORT
communication systems. ●​ INFORMATION ASSISTANCE
DEPARTURE ​ answer request for - handles the
- During guest departure, information about transport of guests
the front office accounting hotel facilities and to and from the
system ensures payment services and the airport or other
for goods and services surrounding transport terminal
provided. community. BUSINESS CENTER ​
​ TELEPHONE - this section provides
Sections of the Front EXCHANGE ​ guest services like
Office Department – this section handles the computer jobs, receiving or
telephone traffic (incoming sending fax messages,
The front office and outgoing calls) for and photo copying. The
department is divided guests and the rest of the arrangement of meeting
into five (5) major operations, to provide rooms, conferences, is
sections. wake-up and message also one of the duties of
service. Telephone business center staff.
RESERVATIONS operator is responsible for ​
– this section is posting of all charges FRONT OFFICE ROLES
responsible to accept, incurred by the guests and ●​ GUEST SERVICE
block, store and assign the hotel employees while ●​ ROOM SALES
guest room reservation for making out calls. ●​ RECORD
individuals and groups. BILLING​ KEEPING
RECEPTION |- this section performs the ●​ COST CONTROL
– this section is cashiering functions of ●​ VERBAL SKILLS
responsible to assist and accepting payments from ●​ EFFECTIVE
give warm and friendly guest. SELLING SKILLS
reception of all guest. BELL SERVICE ●​ PROBLEM
Reception desks functions - this section provides SOLVING SKILLS
are the following: guest service by carrying
 ●​ GOOD The following are qualities updates on the bulk of
APPEARANCE​ that are desirable when guest arrivals. Food and
dealing with people: beverage can then
MARKETING SKILLS anticipate the demands of
- Selling is the skill of 1.​ Sincerity the food required by the
understanding what 2.​ Helpfulness guest.
people want, how much 3.​ Enthusiasm SECURITY
they are willing to pay, and 4.​ Attentiveness - A close complementary
how they make their 5.​ Friendliness relationship between front
decisions. office and security is
COORDINATING WITH mandatory. The job of
SELLING SUPPORT THE OTHER security department is
●​ Brochures DEPARTMENTS focused on guest
●​ Fact sheet - Cooperation among protection.
●​ Hotel forms departments is a very vital ACCOUNTING
●​ Promotional letters in the front office and the - Coordination with the
●​ Tariffs operation of the entire accounting department is
●​ Event boards hotel as it affects the flow necessary since it keeps
●​ Giveaways of work and quality of the records of guest bills
●​ Menus service. being collected by the
●​ Service directory cashier stationed at the
HOUSEKEEPING front desk.
- the status of rooms is the SALES and MARKETING
SELLING ROOM TO main interest of the two - The selling of the
GUEST ​ departments. They must facilities and services is
STEP 1​ continually update and not confined to one
Open the transaction with exchange data regarding department, particularly
a SMILE the status of rooms, the sales and marketing
arrival, special department. Front liners
●​ S- INCERE arrangements, and (front desk) are the ones
●​ M- ERRY discrepancies. directly in contact with
●​ I- NTERESTED ENGINEERING guest.
●​ L- OVELY TO - Some complaints
LOOK AT regarding the condition of
●​ E-NTHUSISTICAL the equipment, furniture
LY GIVEN and fixtures are channeled
STEP 2​ to the front desk.
Greet the guest warmly Immediate action and
STEP 3​ follow-up are required so
Sell value not price. as not to delay needed
STEP 4​ repair.
Use showmanship in FOOD and BEVERAGE
showing the room - Front office informs the
food and beverage