NAME: ________________ DATE: ____________

GRADE/SECTION: _______________ TEACHER: _________________

I. TOPIC: Qualities of front office staff
II. LEARNING GOAL: The students should be able to:
Define the different hotel terms
Describe the classifications of hotel terms.

III. CONCEPTS
As a front office staff is a critical department in the hotel in view of its revenue generating capacity and
influence in image building, the staff working in its assume a special importance. Great care is taken in
the selection of front office staff as they play a key role as:

 PERSONAL HYGIENE –a clean and tidy appearance helps to project a good image.
 PERSONAL GROOMING-always remembers that one’s last glance in the mirror is the guest first
glance.
 CALMNESS- should possess a high degree of tolerance and calmness.
 GOOD MANNER-hotel comprises of guest from the different status and background.
 COORDINATOR- between the guest and the hotel as well as coordinator with other outlets to
provide better services to guest.
 REFERENCE POINT- must be able to act as reference point for passing or receiving information.
 RETENTION ABILITY- remembers the names of repeat guest by their names.
 DIPLOMANCY- is the only way by which the guest can be pacified.
 SALESMAN- they motivate the guest to spend on various hotel facilities.
 PROBLEM SOLVER- should be able to solve any problem that may crises in the hotel being
diplomatic and resourceful.

IV. ACTIVITY/EXERCISES:
ACTIVITY
. Arrange the jumble letters to form a new word about the qualities of front office staff, and explain each
word.

1. YTILIBA NOITNETER

2. NAMSELAS

3. YCNAMOLPID

4. SSENMLAC

5. LAOSREP GIEYHNE

QUIZ

Identify the qualities of front office staff.

1. Should be able to solve any problem that may crises in the hotel being diplomatic and resourceful.
2. Must be able to act as reference point for passing or receiving information.
3. They motivate the guest to spend on various hotel facilities.
4. A clean and tidy appearance helps to project a good image.
5. The only way by which the guest can be pacified.
NAME: ________________ DATE: ____________
GRADE/SECTION: _______________ TEACHER: _________________
I. TOPIC: Front Office Management Intro.
II. LEARNING GOAL: The students should be able to:
Identify the front office department.

Describe front office operation.

Demonstrate the guest cycle in the hotel.

III-CONCEPTS
Every multi-departmental physical business needs to have a front office or reception to receive the
visitor.
What is front office department?
It is the one of the many departments of the hotel business which directly interacts with the customers
when they first arrive at the hotel. The basic responsibilities of front office department are the
following:
 Creating guest database
 Handling guest accounts
 Coordinating guest service
 Trying to sell a service
 Ensuring guest satisfaction
Front Office operations
Front-House Operations
-these operations are visible to the guest of the hotel. The guest can interact and see operations, hence
the name Front-House Operations. Few information include:
 Interacting with the guest to handle request for an accommodation.
 Checking accommodation availability and assigning it to guest.
 Collecting details information while guest registration.
Back-House Operations
-these operations in the absence of the guest or when the guests involvement is not required. These
involve activities such as:
 Determining the types of guest by checking database
 Ensuring preferences of the guest to give a personal touch to the service.
 Preparing guests bill
 Collecting the balance amount of guest bills.
Guest Cycle in Hotel
Generally, guest interactions with hotel is divided into following four sequential phases
Pre-Arrival
It is the stage when the customer is planning to avail an accommodation in the hotel.
Arrival
The front office reception staffs receive the guest in the reception.
Occupancy
During occupancy, a front office accounting system is responsible for tracking guest charges against
his/her purchases from the hotel, restaurant, room service, bar or any outgoing telephone calls made
via hotel communication system.
Departure
During guest departure, front office accounting system ensures payment for goods and services
provided.
IV. ACTIVITY/EXERCISES:
ACTIVITY
In your own words discuss the guest cycle
QUIZ
Explain the following

1. Front-House Operations
2. Occupancy
3. Back-House Operations
4. Pre-Arrival
5. Departure

NAME: ________________ DATE: ____________

GRADE/SECTION: _______________ TEACHER: _________________
I. TOPIC: Hotel Past and present
II. LEARNING GOAL: The students should be able to:

Identify the hotel past and present

Explain the early historical

III. CONCEPTS
Early historical

The history of hotels is intimately connected to that civilization. Or

rather, it is part of that history.

YEAR HIGHLIGHT DESCRIPTION

1829 The Tremont House, The first deluxe in
Botson hotel in a city center,
its offered in house
toilets, lock-on the
door and ala carte
1835 Holt Hotel ,New First provide lift for
york guest luggage
First provide private
-New york hotel bathrooms
1859 Avenue Hotel, new First provide lift for
york guest

1870 Palmar house hotel, First hotel have fire

Chicago assistant
 1890 Le Grand Hotel, First hotel to be
Paris equipped with
electric lighting
1880 Sangamore Hotel, The first provide
New York electricity for all
room
1890 Lausanne, First hotel School
Switzerland
Netherland hotel The first provide in
,New york room telephone
1919 Ritz hotel, Barcelona First provide hot and
cold water in the
bathrooms
1920s Sangamore Hotel, Introduced standard
New York operating procedures

Today

 Technology becomes key player in hotel industy

 More customer oriented than the past
 Traditional duties of front of the house and back of the
house combined.
 Social media becomes the key marketing tool for hotels
 Concern with hygiene and sanitation.

COMPARISON

Criteria Past Present

Offering Primary Secondary
Room sales Primary+ancillary
Banquet services such as
Food and valet,Wi-Fi, movie
beverage rental etc.

Prime Profit Guest satisfaction

orientation maximization
Ownership Independent Chain or franchise
owners
Technology Manual Semi-or fully auto-
mated
Standard Strictly Flexibly managed
maintained

.
IV. ACTIVITY/EXERCISES:
Activity
Write 5 concepts that you learn from the lesson.
Quiz
Make a short essay about the historical of hotel

NAME: ________________ DATE: ____________

GRADE/SECTION: _______________ TEACHER: _________________
I. TOPIC: The lodging industry
II. LEARNING GOAL: The students should be able to:
Explain the lodging industry

Enumerate the lodging industry

III. CONCEPTS

The relationship of between ownership and management is defining hotels lodging

management association. There are five basic lodging management associations:

1.Owner-operated
Run by an owner and the owners family
2. Owner-Managed
The owner has hired additional (Non-Family) Personnel to help run the property. The
hotel is not a chain affiliated.
3. Independent
The owner has no role in management day to day operations. An independent group of
managers are responsible to the owner for the hotels performance. The hotel is not chain
affiliated.
4.Franchised
Independent owned hotel that affiliate them with chain. The chain has limited control.
5. Management Contract
Independently owned hotels that affiliate themselves with a chain .The chain maintain a
high level of control as the chain operates the hotel on the owner’s behalf.
REVENUE SOURCES
-The result of product or service s a hotel makes available to guest for a price. The
majority of hotels utilized three main revenue sources:
1. Sleeping Room- A sleeping room is traditionally main product of any hotel. A hotels
primary purpose is to provide accommodations.
2. Meeting/Function Space- A group function can be meeting, meal, dance, exposition, or
any other gathering of more than one person.
3. Outlets/Ancillary Revenue Sources- An outlet is defined as a food and beverage point of
sale. Ancillary revenue is sources outside sleeping rooms or food and beverages.
IV. ACTIVITY/EXERCISES:
Activity
Explain the Lodging industry
Quiz
Answer the following question
1. The main product of any hotel.
2. What are the sources outside sleeping rooms or food and beverages?
3. Independent owned hotel that affiliate them with chain.
4. Run by an owner and the owners family
5. The owner has hired additional (Non-Family) Personnel to help run the property.

NAME: ________________ DATE: ____________

GRADE/SECTION: _______________ TEACHER: _________________
I. TOPIC: Historical Factor
II. LEARNING GOAL: The students should be able to:
Identify the historical Of reservation

Explain the importance of yield management.

III. CONCEPTS
HISTORICAL FACTORS.
One of best ways to predict future outcomes is to look at the past. The term history is used to define
both group and transient room analysis .History is defined as the documented records of historical data.
Without history, the following historical factors would be unsubstantiated guesses:
EARLY ARRIVALS- Making allowance for guest who checks in before they are due helps to ensure that
availability is as accurate as it can be.
EARLY DEPARTURE- Along the same lines as early arrivals, allowing for a certain number of guests who
check out earlier than expected is important in determining accurate availability.
CANCELLATIONS- Guest may cancel a reservation for many reasons.
NO-SHOWS- A reservation can be held on an arrival-time basis
A guaranteed reservation is held for guest the entire night.
STAYSOVERS-Guest who stays longer than planned must be counted for in some way.
OUT OF ORDER ROOM- A guest may arrive unannounced looking for a room.
YIELD MANAGEMENT
The pricing strategy managed by a hotel reservation department.
Important of Yield Management
1. Improved forecasting
2. Improved seasonal pricing and inventory management.
3. Identification of new market segment demands
4. Increased coordination between front office and sales
5. Determination of discounting activity.
7. Improved short term and long term planning.
8. Increase business and profits
IV. ACTIVITY/EXERCISES:
Activity
Make an insight about the historical factors.

Quiz

Answer the following questions.

1. It is the pricing strategy managed by a hotel reservation department.
2. It is a type of guest who arrive unannounced looking for a room.

NAME: ________________ DATE: ____________

GRADE/SECTION: _______________ TEACHER: _________________
I. TOPIC: Reservation Management
II. LEARNING GOAL: The students should be able to:
Identify the modes of reservation
Explain the different source of reservation

III. CONCEPTS
MODES OF RESERVATION
 The process of reservation begins with an inquiry. A guest may contact a hotel for reservation
either through:
-Written mode
-Verbal mode
WRITTEN MODE
 The advantages of the written mode of reservation are that they are clear, unambiguous, and
provide a written record for the hotel, which can be referred to in case of any
miscommunication or confusion.
 The correspondence with the guest is filled for future reference.
  The various written mode for reservation request are as under:
-letter
-fax
-telex
-e-mail
VERBAL MODE
 Reservation request may also be made through oral communication known as verbal mode of
reservation request.
 The advantage of oral communication is that is fast, convenient, and generates immediate
response or feedback and one can get the complete information and clear doubts through oral
communication.
 The disadvantage is that it does not provide a permanent record.
 The various modes of verbal reservation request are under:
-telephone
-in person
SOURCE OF RESERVATION
A hotel receiver’s reservation requests from different sources like:
 Direct reservation
 Central reservation system
 Inter-sell agencies
 Global distribution system
 Corporate bodies
 Government sector
 Hotel websites
Direct reservation
 A reservation request that a hotel receives directly from an individual or a group without a
mediator is known as a direct reservation.
 The direct reservation request is processed by the reservation manager and his team of
reservation manager and his team of reservation assistant in large hotel.
Central reservation system
 A computerized reservation system which enables guest to make reservation in any of the
participating lodging properties at any destination in a single call.
 The CRS is of two types
-AFFILIATED SYSTEM all the participating hotel units belong to the same chain or group.
-NON-AFFILIATED SYSTEM designed to connect independent or non- chain properties
Inter-sell agencies
 An agency that deal with many product such as hotel reservation, car rentals, travel
arrangement, tour operations, airlines reservation, railways booking etc.
Global distribution system
 A worldwide computerized reservation network, which is used as a single point of access for
reserving hotel room, airlines seat, rental cars, and other travel related items by travel agents,
online reservation sites and large corporations.
Some example of GDS are:
Amadeus IT, Galileo CRS, SABRE, World span
Corporate bodies
 Hotel also receives booking from companies, non-governmental organization and other
institutions.
Government sector
 Hotels receive booking from government sectors such as public sector undertaking, embassies
and consulates.
Hotel websites
 Another potential source for receiving reservation.

IV. ACTIVITY/EXERCISES:
Activity
 What are the modes of reservation
 What is written reservation
 What are the sources of reservation

Quiz
IDENTIFY THE FOLLOWING QUESTION
1. Also receives booking from companies, non-governmental organization and other institutions.
2. Another potential source for receiving reservation.
3. It is designed to connect independent or non- chain properties
4. A computerized reservation system which enables guest to make reservation in any of the
participating lodging properties at any destination in a single call.
5. An agency that deal with many product such as hotel reservation, car rentals, travel arrangement,
tour operations, airlines reservation, railways booking etc.