HMPE 211: FRONT OFFICE OPERATIONS WITH LAB

FRONT OFFICE EQUIPMENTS

FRONT DESK

EQUIPMENTS IN FRONT OFFICE:

*Cash Drawer - cash register, separate compartments for coins and bills of diff denominations.
*Automatic Switchboard- telephone switchboard, connections are made by using remotely controlled switches
*Reminder Clock Alarm - make a sound at specific time
*Registration Card Rack- holding&displaying business/visiting card
*Key Drawer - a box like compartment that can be pulled out and push in all where the keys are located.
*Time Stamp- encoded information, giving time and date of day
*Computer Printer - print using a paper
*Computer Terminal- electronic/ electromechanical hardware
*Folio Rack - hold a hotel folio guest
* Voucher Rack - hold a hotel voucher
* Mail Rack - hold a hotel mails/guest mails
*Telephone - system that coverts acoustic vibrations to electrical signals
*Fax Machine- send and receive pictures and text over telephone line

UNIT 1: OVERVIEW OF FRONT OFFICE

The Room Office and the Front office

• In a hotel or resort, there is a designated unit ( for small hotels) or department (for large
hotels) that attends to all services governing room bookings and rooms maintenance. Large
hotels call it to ROOMS DIVISION. Under it are departments for Room Sales and Reservations. Front Office
Operations and Housekeeping. The Front Office attends to room
bookings, registrations of hotel guests, guest relations assistance and other related matters. The Housekeeping
Section is responsible for maintaining the cleanliness, orderliness and maintenance of guestrooms and public areas.
It also provides linens and laundry service. The Room Sales handles room reservations and sales. In smaller hotels
and lodging houses, the room sale and hotels, this job is outsourced to another company.

• The Front Office is a very critical service unit because the first contact of guests and prospective patrons in
the hotel are the Front Office personnel. It is from this first contact
that the guest makes his first and oftentimes lasting impression about the hotel. The way
patrons are initially received and treated by the Front Office staff will condition their disposition to other hotel
services. If they begin their stay with a favorable impression because of the front office hospitality, they will most
likely come back and patronize other hotel services.

ORGANIZATIONAL SET UP OF THE FRONT OFFICE

1. Front Desk that looks after the registration of hotel guests and serves as communication and information center.

2. Reservation Section which handles inquiries and reservations for room bookings;

3. Bell Service which responsible for escorting guests during check in and check out, for attending to guest luggage
and for doing errands for the Front desk

4. Telephone Exchange operates the switchboard of the Telephone Communication System to include:
answering calls, receiving and disseminating messages, giving information to callers through the phone, placing and
receiving long distance and overseas calls, screening class, attending wake up call requests and other related matters.

5. Front Office Cashiering looks after the preparation of the bills and the settlement of the guest account.
6. Concierge/ Guest’s Relations Assistances is the section that attends to various form of guest services like
tour and travel assistance, directions to point of interest, confirmation of airline tickets, booking for cultural shows,
car hire and other services of this kind.

7. Airport/Transport Assistance handles the transport of guests to and form at the airport or other terminal.

8. Business Center handles specials services like computer service, fax, email xerox, souvenir items etc.
JOB DESCRIPTION OF FRONT OFFICE

PERSONNEL

Front Office Manager

Basic Function: Plans, organizes, directs and controls all areas of Front Office operations.

FRONT DESK SUPERVISOR

Basic Function: Oversees Front Desk operations, particularly the handling of registration of guests.

RESERVATIONS CLERK
Basic Function: attends to room and sales reservations.

DESK CLERK
Basic Function: Attends to the registration of guests and provides information assistance.

DOORMAN/BELLBOY
Basic Function: Assists/escorts guests during check in and check out and runs errand for the Front desk.

AIRPORT/TRANSPORT REPRESENTATIVE
Basic Function: Transports guests to and from the airport/other terminal; sells hotel services to prospective patrons
at the airport.

GUEST RELATIONS/CONCIERGE OFFICER

Basic Function: Attends to any requests for guest assistance especially for VIP’s (very important persons)

TELEPHONE OPERATOR
Basic Function: Attends all incoming and outgoing calls in the Telephone Exchange Section.

FRONT OFFICE CASHIER

Basic function: attends to the settlement of guest’s bill.

BUSINESS CENTER CLERK

Basic Function; Attends to service requests of guests at the Business Center
UNIT 2

Room Sales and Reservations

Types of Hotel Clients

For purposes of designating room rates, hotel patrons maybe classified as followed;

1. Walk in Guests – refer to those who come

unannounced, looking for rooms, Walk in guests
with repeat patronage maybe rewarded for their
loyalty by being given a special rate or discount.

2. Corporate Accounts apply to companies or institutions, usually with special credit

arrangements in the hotel. If a credit line is extended, these companies are allowed to book their guests on charges
provided that they send a letter of guarantee to the hotel prior to the guest’s arrival. These accounts are usually
treated with special rates and are also given during occupancy especially when they frequently patronize the hotel.

3. Associations – are groupings of individuals or groups for a common purpose or goal, sharing
ideas, hobbies, beliefs, other of things. Example: Personnel Managers Association, Hotel and Restaurant Managers
Associations, Lion Club. Jaycees, etc. These associations make use of hotel services for live in seminars,
conventions, and special events. They usually go for lower rates since their members often pay for their food and
room out of their own pockets.

4.Travel agencies – most of these agencies have pre – arranged bookings of their tour groups in a hotel of their
choice. There are also many travel agencies that serve as intermediary in booking clients ( usually travellers,
businessmen or tour groups) to the hotel, in exchange of a pre – negotiated incentive or commission.

5. Government Institutions/ Office - some have special booking or credit arrangements with the hotel.. Example:
TESDA, Department of Tourism, etc.

7. Educational Institutions - i.e., Schools, Training Center.

8. Local/Domestic Travelers - some large hotels have ventured into a promotion known as “Sariling Atin” – ( our
very own ). This promotion provides for 30 – 50% discount for local tourist or domestic guests.

9. Balikbayan – refer to returning or visiting Filiipnos who are residing or working abroad. Some hotels provide for
special balikbayan rate.

10. Other accounts.

Methods of rate calculation used by many hotels:

1. Market Tolerance Method – room rates are based on the prices quoted by other hotels of same locations,
size or classification. A hotel operator should conduct a survey of rack rates among his competitors for him
to be able to prescribe a competitive room rates.
2. Cost Rate Formula – this based on the construction cost of the hotel. In the US, the average room rate is
estimates at $ 1 per $ 1,000 of total construction cost. In pesos, it will be P50 per P 50,000 total
construction amount can be increased to cope with rising inflation.

The rate is simply calculated as:

Cost of Construction, ( including land & building) /$ 1,000

Number of Rooms
= average cost per room

Example:
$10,000.000 construction cost divided by $ 1,000
150 rooms
=$ 66.6

3. Hubbart Formula - this method is developed by Roy Hubbart. His formula is based on the cost of
operating a hotel plus a reasonable return of investment for the owners. Operating expenses, taxes, insurance, and
depreciation are all used to determine room rates.

RATE DESIGNATIONS
ROOM RATES
1. RACK RATE – is the highest published rate a hotel can charge for specific room. This varies depending on the
room type.
2. CORPORATE RATE - is a special rate given to corporate accounts as an incentive for their patronage. The rate
may reflect 10 – 20% discount from the rack rate.
3. VOLUME ACCOUNT RATES – is given when there is a guaranteed number of room nights within a specific
time frame ( one week or one month). Companies and associations can negotiate for more discounts under this
account.

a. Accounts – entitled to 20% discount off corporate rates

b. Accounts – entitled to 15% discount off corporates rates
c. Accounts – entitled to 15% discount off corporates rates

4. GOVERNMENT RATES – government officials who stay in a hotel for official functions are usually
given perdiem.

5. SEASONAL RATES - To attract more patronage during lean season, hotels and resorts make it practice to
offer off season – rate, which is much lower than the rack rate during “in season”.

6. WEEKDAY – WEEKEND RATES – Some hotel experience high occupancy during weekdays and lower
occupancy during weekends. To encourage patronage during week – ends, an incentive is given by way of special
week end rates, ( with special discount). The reverse may hold true resorts where weekends may experience high
occupancy than week – days.

7. ADVANCE PURCHASE RATE – Like so me airlines, hotels may give incentive to early bookings by
giving special rate for advance room payments.

8. HALF DAY RATES – Some hotels may have provision for rooms that are used for half day like those
designed for short time or half day conferences that need sleeping facility. In such case, half day rates are provided.

9. INDUSTRY RATES - apply to associations and groups of professionals or industry practitioners who are
offered discounted rates as a show of professional courtesy. They may include travel agents, tour guides,
employees/officers from other hotels, etc. Industry rates can rate from 20 – 50 % depending on the season.

10. PACKAGE RATES – to encourage the patronage of rooms as well as other hotel services, a hotel may
come out with a package rate whereby the cost of the room, meals and other part of the package will appear to be
much lower than paying for them separately. This rate is usually applied for bookings done by event, convention, or
seminar organizers a package of room and banquet services is availed of.

a. Vacation Packages - covering rooms, airline tickets, shuttle service, tour to some tourist attractions, ticket to
cultural shows.
b. Banquet and Room Packages – covers room accommodation, use of function rooms, meals and snacks.
c. Meeting Packages – room accommodation, use of conference room, coffee breaks , snacks, launch and dinner and
audio visual facilities.

11. GROUP RATES – Are given to group bookings. The rates are lower than transient bookings if they are
booked in advanced.

12. PER PERSON RATE – Charges are based on the number of people in a room. Hotels charge a pre – set amount
for rooms with single occupancy, double occupancy ( for 2 persons) and triple occupancy ( 3 persons). Every extra
person who shares any of this room will have extra bed, compared with extra person without bed.

TYPES OF RESERVATION

1. Regular Reservations – refer to an arrangement that a hotel makes to hold a room until cut off date and time. If
the guest does not have arrive by the time , the room maybe sold to other guest.

2. Confirmed Reservation – apply when the terms of reservation have been verified. Both the hotel and the
reserving party agree on the dates, rates and billing arrangements, room type and other arrangement. This type of
reservation is confirmed to the guest verbally or in writing through mail, email or fax.

3. Guaranteed Reservations – is an agreement that the hotel makes to hold a room for a guest until the guest
arrives. In return , the guest or his sponsor assures payment for the room using his
credit card, or his company account or by making a pre - payment . Unless the reservation is property cancelled, the
guest billed for the room, including the applicable taxes.

PROCESSING RESERVATION
Required documents and Records
1. Reservation Chart
To avoid double booking, the Reservations Office must keep a record of the rooms reserved each day as well as
those available
for present and future dates.

2. INDIVIDUAL RESERVATION FORMS OR CARDS

Details of each booking are contained in this card. This card is filled up by the desk/ reservations clerk and will
serve as a basis for
preparing the daily arrival list.

3. RESERVATION RACK AND RESERVATION SLIPS

If the hotel is using a manually operated room status rack, this reservation slip is placed in the rack under the
corresponding room number that is blocked for arriving guest. It contains the name of arriving guest, arrival time,
room type and room rate. A duplicate copy of reservation slip filed alphabetically by last name of guest and by
month. This will serve as trace file for
all reservation received.

4. HANGING FOLDER
In this folder, the records and letters pertaining to guest reservation are kept. Such records are filed according to date
of arrival.

5. CONFIRMATION NOTICE FORM

A notice of conformation of reservations ( see sample below) maybe sent to the guest or to the booking party in
writing through fax, mail, or by email. This conformation letter can serve as a written evidence of agreement or
contract and works to the advantage of both parties.

6. RESERVATION DIARY
For small hotels with only few rooms, a reservation diary maybe used to record daily room bookings or reservation,
making reference to the reservation cards or slips. The names of guests assigned for each room are indicated in their
corresponding room number. If a guest will stay for more than one day, his name appears more than once a diary.

Reservations maybe received through:

1. LETTERS – this letter maybe opened and handled by the Rooms Reservations Manager, or whoever heads the
Reservation Section.

2. EMAIL or INTERNET ACCESS – patron can now easily place their reservations by email. Most hotels
have their own website that can be easily accessed by patrons.

3. FAX – the fax machine has the advantage of being able to accept instantaneous bookings even when there is no
clerk available to get the
reservations.

4. TELEPHONE – incoming telephone class concerning reservations will be answered by the Sales or Reservation
Office or the Front Desk.

5. IN PERSON – booking parties may personally contact the Room Sales Reservation Office to make reservations
or to inquire about rates and the terms.

7. COMPUTER TERMINALS

a. Call centers. This computerized reservations system is used by large hotel chain
and is often linked to a call center.
b. Global Distribution system (GDS) . Is operated by a Consotria of hotels and
airlines.

8. VIA CENTRAL BOOKING OFFICE – Groups of hotels usually have central booking office, handling
bookings for all their properties.

Reservations Card to include.

a. Name/s of Incoming guest.
JOHNSON, ANDREW M. MR.
If the party is man and wife, the title should be written M/M which standard for Mr. and Mrs. JONHSON,
ANDREW
M/M

b. Number of Person Arriving

c. Arrival Date and Time

d. information/Time of Arrival
The name of airline, numerical designation of the carrier and the place of origin must be taken whenever available.
The time of arrival in the hotel is taken in case the guest is arriving via another mode of transportation.

e. Departure Date

f. The Number of Nights the Guest is expected to stay in the Hotel

Ex. Arrival – Dec 10 Departure – Dec15
Number of Nights - Dec. 10, 11, 12, 13, 14, - 5 nights

g. The number (quantity), type of room and type of bed required

h. Room Rate
The client must be informed of the rate of the room reserved. If he is a repeat guest, the hotel may refer to the Guest
History Card and apply the rate which the guest enjoyed in his previous visit(s).

i. Billing Arrangement
Specific arrangements as to the manner of the bill settlement PAX ACCOUNT, abbreviated as PA (personal account
of guest) is written when the guest will pay to the hotel directly.
COMPANY ACCOUNT(abbreviated as CA) is indicated when bills be charged to the company. i. e., all bills or
room/meal charges only.

j. Remarks
In this space, the clerk notes down special requests or arrangements e.g. VIP, commissionable, with extra bed, fruit
basket, special amenities, etc. Status of reservation must also be indicated here; e.g. confirmed, tentative,
guaranteed, etc.

k. Booked By
The name of the person making the reservation, his telephone number must be recorded for reference purpose.

l. Accepted By
Reservations clerk who accepted the reservation must initial the form for record purposes.

m. Date of Acceptance of Reservation

From the reservations form/card, the reservations data are transferred to a reservation slip which is prepared in
duplicate.

The six o’ clock policy means that the guest with reservation is required to arrive not later than 6 o’clock PM of the
arrival date. If he does not show up within this cut – off time, the hotel has the right to give away to other guests
using the room reserved for him. However some hotels may consider late arrivals if they are informed
ahead of time. When the room is pre – paid or guaranteed by a sponsor, the six o’ clock policy does not apply.