HH203 : Front Office Practice

Effective interdepartmental communications in a hotel is very important to ensure guest st ay is satisfactory or their visit is a pleasant one. Front office as the communi cation liaison in providing guest services and correlated with other departments . Front office staff will response to guests requests such as: information on loc ation of hotel, special events in the community, public transportation and etc. HH203 : Front Office Practice

Sales & Marketing Food & Beverage Maintenance FRONT OFFICE Housekeeping Security Human Resources Management HH203 : Front Office Practice

Describe the front office relationship with other departments within the hotel b usiness. -Housekeeping department. a) Room Status -Food & Beverage Department. a ) Restaurants b) Beverage Counter c) Room Services d) Banquet e) Kitchen - Accou nt Department. a) Night Audit Report - Sales and Marketing Department - Security Departmet - Maintainance Departments a) Maintaining room and hotel building b) Guest Complaint - Sport and Recreation Centre - Customer Services Departments a) Concierge b) Bell Desk c) Valet HH203 : Front Office Practice

Front Office: It is the most important department of the hotel. The main functio n of this department is to give warm welcome to the guest. It helps to create go od image in front of the guest. This is the first department where guest comes i n contact with. It generates the maximum revenue for the hotel as it sells room to the guests. This also includes sub departments like reservation, bell desk an d information desk. It also provides some facilities like concierge service to t he guest. HH203 : Front Office Practice

HH203 : Front Office Practice

FO and HD make sure that information about the guestrooms is kept accurately up to date. HD considered the most important support department for the front offic e. A front desk staff cannot assign a guestroom untill the room has been cleaned , inspected and released by the housekeeping department. HD and FO must promptly inform each other of any charges in a rooms availability or status. In order to maximize room sales, a change in a rooms housekeeping status should be promptly c ommunicated to the front desk. HH203 : Front Office Practice

HD in charge of lost and found. Chambermaid will collect items found in guestroo ms after guest check out and report to the supervisor or manager. HD cleaning th e rooms, lobby, office, garden, corridor etc. Housekeeping personnel need to rep ort to the front desk any unusual circumstances that may indicate a violation of security for the guests. The front desk staff will in turn relay the problem to the security or proper in-house authority. Overall, effective communication amo ng housekeeping department and front office department contribute to guest satis faction in the hotel. HH203 : Front Office Practice

When the housekeeping status information used by the HD differs from the room status information used by the FO to assign rooms, a room status discrepancy occurs. Th is discrepancy can tremendously affect hotels ability to satisfy guest needs and maximize rooms revenue. During high occupancy (sold out) periods, a prompt relay of housekeeping information to the front desk is needed. This will help the regi stration process to run smoothly when guests check in. Failing to do so might ca use dissatisfaction among guests. In order to organize room cleaning schedules, the HD needs information on guest departure and stay over from FO department. HH203 : Front Office Practice

Defination : - Provide information on availability of entry to a guest room. - A board in a hotel, showing each room with its number and floor and indicating whether it is vacant or occupied or will be occupied or become vacant during th e day. - During the guests stay, the housekeeping status of the guestroom changes several times. The various terms defined are typical of the room status termino logy of the lodging industry. Not every room status will occur for each guestroo m during every stay. HH203 : Front Office Practice

Room Status Terminology Occupied Complimentary Stay over On-change Do Not Disturb Sleep-out Skipper Slee per Vacant and ready Out-of-order Double lock Lockout Did Not Check Out Due out Do not paid Check out Late Checkout HH203 : Front Office Practice

Occupied : A guest is currently registered to the room. Complimentary : The room is occupied but the guest room is assessed no charge for its use. Stay Over : The guest is not expected to check out today and will remain at least one more night. On-Change : The guest has departed but the room has not yet been cleaned and readied for re-sale. Do Not Disturb : The guest has requested not to be disturbed. Sleep-out : A gues t is registered to the room but the bed has not been used. Skipper : The guest has left the hotel without making any arrangements to settle his or her account / payment. Sleeper : The guest has settled his or her account and left the hotel but the front office staff has failed to properly update the rooms status. and is ready for an arriving guest. Vacant and Ready : The room has been cleaned and inspected HH203 : Front Office Practice

Out-of-order: The room cannot be assigned to a guest. A room Double Lock : The g uest room door is locked from inside and outside two times so that no one can enter. may be out-of-order for a variety of reasons including the need for maintenance, refurbishing and extensive cleaning. Lockout : The room has been locked so that the guest cannot re-enter until a hotel official clears him or her. DNCO ( Did Not Check Out ) : The guest made arrangements to settle his or her account but has left without informing the front office. fo llowing days checkout time. today. Due Out : The room is expected to become vacant after the Do Not Paid : The guest is going to check out from the hotel Check Out : The guest has setteled his or her account, returned the room keys and left the hotel. Late Check Out : The guest has requested and is being allowed to check out later than the hotels standard check-out time. HH203 : Front Office Practice

Food and Beverage

Need Front Office staff to provide information about operating hours, menu, loca tion and when guests check-in. FO needs to give reports on guest methods of paym ent to F&B. FO must also work with F&B in terms of credit adjusment. F&B Services Restaurants Beverage Counter Room Services Banquet Kitchen HH203 : Front Office Practice

A restaurant is a commercial establishment committed to the sale of F&O. A resta urant may be a licensed part of a hotel operation. Restaurant may also be indepe ndent business etities under individual ownership & management. A restaurant pre pares & serves food, drink & dessert to customers in return for money. Restauran t very greatly in appearance & offerings, including a wide variety of the main c hefs cuisines & service models. HH203 : Front Office Practice

Coffee Shop/Coffee House -food is pre-plate & the atmosphere informal. Continental Restaurant -the atmosphere is more sophisticated & caters for people who can est at leisure

Specialty Restaurant -the service is based more or less on the style of the coun try from which the particular cuisine originates. HH203 : Front Office Practice

Bar or lounge Bar also called pub, tavern, beer garden or saloon that serves alc oholic drinks & nonalcoholic. Also contributes to the sale of food & beverage th at can maximize hotel revenue with specific license. HH203 : Front Office Practice

Room service workers at the hotel bring food & other items to hotel rooms, by re quest of the guest & usually for extra charge Room service differ based on their size of hotel, operating hours, number of employee & demand. HH203 : Front Office Practice

Account Department

All transactions involving cash, billing, purchasing and other numerical data pr ocessing and reporting are dne in this department. This department also assist w ith the preparation of the annual budgets and the profit and loss statements and other accounting reports. HH203 : Front Office Practice

Sales and Marketing Department

This department sells the hotel and all its services and brings in the guests. S &M have targets to meet and their goal is to keep the hotel busy all year. The P ublic Relations department ensures that the image of the hotel and the company i n the local community is always maintained at the very highest level. HH203 : Front Office Practice

Security Department SD ensures the safety and security of all guests, employees their property and t he hotel building and the equipment contained within it. HH203 : Front Office Practice

Maintenance Department

MD kept continuosly do an excellent state of maintenance and repair for the safe ty and comfort of our guests and employees. This department ensures that air con ditioning, heating, ventilation, water supply, sewage, furniture, carpeting, pai nting etc are kept in good working condition at all times. HH203 : Front Office Practice

Sport And Recreation Center

Responsible for the sport, fitness and creation programs and facilities. Include s services and facilities to enhance the well-being & health of our guests by of fering indoor & outdoor activities. FO and S&R also discuss on special request f rom guest and satisfy them. HH203 : Front Office Practice

Customer Service Department Responsible for giving the best service to the guest, satisfaction, enjoyable an d repeat client. Major service are: Concierge Bell Desk Valet HH203 : Front Office Practice

THANK YOU HH203 : Front Office Practice