Chapter 1 Front Office Department

y Regardless of how the hotel is organized, the front

office is always an essential department. It is located in the lobby area, and is usually facing the main entrance door of the hotel. y The front office is the "nerve center" of the hotel as it is the key source of information pertaining to guest services. Likewise, it acts as the "shock absorber" as it serves as a sounding board of guest complaints.

Front Office Operations

y MANUAL OPERATIONS are still in use most especially

by small establishments whose management allows them to be victims of obsolete ideas.

y There is not enough investment in new technology

and machinery, thus, not enough development of new services. Traditional management structures have not coped well with the changing demands of the times; likewise, they have been slow in identifying and implementing new management practices, and late in recognizing business opportunities.

y COMPUTERIZED OPERATIONS is using technology to

increase the efficiency of administrative and clerical support. Automation has enhanced word processing, accounting, payroll, reservations, security, inventory, and other work.

Organizational Structure
y It is an arrangement of relationships that guides a

group of people for the achievement of specific goals. An organizational structure should not only have a head but it should also have a heart for it embraces the people, the planning, and the approach to organization and leadership.

Job Combination Concept

y The emergence of modern technology has proven that

two or more jobs can be combined into one job (job combination) thus, providing improved guest service and saves personnel cost.

CROSS TRAINING
y A recognized human resources concept is that a staff is

trained and is able to function in another department or position. A desk clerks, reservationists, and telephone operators are able to take over each other positions allowing improved coverage during busy periods and making greater scheduling flexibility.

SAMPLE LAY-OUT

AMENITIES OF A FRONT OFFICE

y y y y y y y y y y y y y

Cash drawer Automatic switchboard Reminder clock alarm Registration card Key drawer Time stamp Computer printer Computer terminal Folio rack Posted voucher rack Hold mail rack Telephone Fax machine

Sections of the Front Office Department

y The front office department is divided into five (5)

major sections; however, properties may change the organization of the department based on the present needs of the clientele.

The following are the sections as follows: Reservations: To accept, block, store, and assign guest room reservations for individuals and groups.

y Reception
y Registration: To meet guest's requirement regarding rooms

and to establish registration formalities. y Mail: Handles guest messages and postage. y Key: To control the giving of keys to the guests' and responsible for the key rack. y Information: To answer requests for information about hotel facilities and services and the surrounding community. Handles guest correspondence.

y Telephone Exchange: To handle the telephone traffic

y y y

for guests and the rest of the operations; to proivde wake-up and message services. Billing: To perform the cashiering functions of accepting payments from guests. Bell Service: To provide guest services by carrying their luggage and assisting guests to their rooms. Concierge: To render additional services to guests, usually regarding information outside the hotel premises (directions to points of interests, entertainment reservations, and local office.) Business Center: To provide guest services like computer jobs, receiving or sending fax messages, and photo copying.

Front Office Roles GUEST SERVICE

y y y y y y y y y y

Luggage and transportation/parking services Information (internal/external) External reservations/acquisitions/rentals Complimentaries/courtesies/special requests Request/complaint/liaison coordination Telephone/mails message/telex/fax services Return guest/long-stay guest acknowledgement VIP services Express/prestige club services Banking Services

ROOM SALES
y y y

y y y y y

Individual reservations Walk-ins Release of rooms to sales for contract and group business Hotel sell-out at maximum rates Balancing of room rates Maintenance of allotments Room blocking/reservation tracking No-show billing and commission payments

RECORD KEEPING
y y y y y y y y

Registration Maintenance of in-house records by room/name Room and rate change logging Guest ledger Check-out Guest history Tracking of room statistics/rate effectiveness Tracking of contract accounts and groups

COST CONTROLS
y y y y

Occupancy Scheduling Supplies Security/loss prevention/credit management.

VERBAL SKILLS
y y y y y

Verbal skills convey positive attitudes Voice with a smile Use of tactful words Addressing guest by name Being courteous

EFFECTIVE SELLING SKILLS

y y y y y y

Give helpful suggestions Use initiative in identifying guest needs Product knowledge Sell value not price Develop confidence Good social graces

PROBLEM SOLVING SKILLS

y y y y y y y

Welcome guest complaints Take immediate and appropriate action Emphatize Show eagerness to help Use common sense Ability to think and work effectively Calm under pressure

GOOD APPEARANCE
y y y y y y y y y

Manner of dressing Well-groomed Neat in appearance and work area Proper uniform Maintains good posture Good health Good dental hygiene Fingernails are properly cared for Shoes are clean and in good condition

Front Office Personality a. Positive Attitude

y have pride in their work and the hotel they belong to y show empathy with guests and fellow members y use positive expressions y show of respect when addressing guests and colleagues y participates in improving work methods and giving

supportive comments y courteous, polite and genuine concern for guest needs y punctuality and professionalism in reporting to work y a good listener

b.Positive Body Language

y y y y y y y y y y y y y

facial expression smile eye contact appropriate body language being courteous never argue with the guest take immediate and appropriate action welcome guest complaints empathize show eagerness to help use common sense ability to think and work effectively calm under pressure

c. ATTENTIVE SERVICE
y Being attentive by understanding guest indicators

(age, attire, group mix, body language tone) and acting accordingly y Visible in one s work station at all times y Addressing guests by name and recognizing them without delay y Watchful and attentive to the needs of the guest y Alert and attentive when extending services to the guest y Addressing guest by name

y Being courteous y Never argue with a guest

Coordinating with the other Departments

Cooperation among departments is very vital in the front office and the operation of the entire hotel as it effects the flow of work and quality of service
y

y y y y

Housekeeping. The status of rooms are the main interest of the two departments. They must continually update and exchange data regarding the status of rooms, arrivals, special arrangements and discrepancies. Engineering. Some complaints regarding the condition of the equipment, furniture and fixtures are channeled to the front desk. Food and Beverage. Front office informs the food and beverage updates on the bulk of guest arrivals. Security. A close complimentary relationship between front office and security is mandatory. Accounting. Coordination with the accounting department is necessary since it keeps the records of guest bills being collected by the cashier stationed at the front desk. Sales and Marketing. The selling of the facilities and services is not confined to one department, particularly the sales and marketing department.