FRONT OFFICE SERVICES

ACCOMMODA O P E R A T IO

FRONT OFFICE TERMINOLOGY

ABF

American Buffet Breakfast ACCOMODATION Description of bed type and location of a particular room. ADVANCE DEPOSIT Money requested by the room clerk during the check-in of a guest. This applies when the said guest did not make an advance reservation and is unable to produce any of the credit cards acceptable to the hotel

LA CARTE A menu from which items are chosen and paid for individually. This type of agreement is included in any tour. AMERICAN PLAN (AP) Hotel accommodation where room, breakfast, lunch and dinner are included in the room rate. Meals are usually table dhote.

BACK

OF THE HOUSE Areas of the hotel or motel where there is n guest contact; for example, the kitchen, linen room, back offices, etc.

BILLING INSTRUCTIONS Specific instruction for the charting of a guest accounts to his company or his home address or to another person or company assuming responsibility for the guests bills. BOOK TO CAPACITY Refers to situation when the hotel has accepted the maximum number of reservations and is unable to take any more without being placed in an overbooked capacity.

CASH-ADVANCE GUEST One who did not make an advance reservation or who looks suspicious or doubtful in anyway. This type of guest will be asked to pay Cash In Advance for all charges he may incur. CHECK-OUT TIME Time designated by the hotel for guest to vacate his room at completion of stay. Check-out time is normally at 12:00 noon.

CONTINENTAL

BREAKFAST This generally consists of beverage, (coffee, tea, cocoa, or milk), rolls, butter or jam or marmalade. COMMISSION Money sent to travel agents as payment for sending a guest to a hotel. The normal percentage is 10% for travel agents based abroad and 15% for local agencies based on the actual room rate applied.

 COMP

refers to a room that is complimentary (no charge) CONFIRMATION A written agreement between a hotel and a future guest showing details of their reserved accommodations. CORPORATE RATE Rate set by the hotel for all guests whose bookings are made by company based on the Hotel Corporate List. CONTINENTAL PLAN Lodging and continental breakfast are included in the room rate.

 DAY

USE RATE Amount applied to rooms between 6:00AM and 6:00PM of the same day. DAY USE A room used for only a portion of a day. DEPARTURE DATE The actual date the guest will check out of the property. DNA Stands for DID NOT ARRIVE. DUE OUT Person expected to check out but has not yet vacated the room or paid his bill

EARLY ARRIVAL Guest who arrived at a property before the date of his or her reservation. EARLY DEPARTURE A guest who checks out before the originally scheduled departure date or time. EFFICIENCY An accommodation containing a kitchen facility.

FOLIO

The guests bill. It is created upon check-in and is used to record all guest charges and posting transaction. FRONT OFFICE A broad term that includes the duties and functions involved in registering guests, posting guest charges, checking out guests, and controlling room status and availability. Also the term used to designate the front desk.

 FRONT

OF HOUSE Refers to the departments or areas of the hotel or motel where there is a great deal of guest contract. FULL HOUSE All rooms are occupied; no room left to sale. GM The general manager or the hotel or motel; the propertys chief executive. GUARANTEED NO-SHOW (GTD-NS) When a guest makes a reservation and assures payment for accommodation, but does not arrive or cancel the reservation.

 HANDICAP

ROOMS Rooms with special features designed to make the stay easier for a handicapped person. HOLD ACCOUNTS Designated slot in the guest ledger bucket where C/O folios involving disputed charges, credit balances, rebates, etc., are placed for review by the manager. HOSPITALITY SUITE A room used for entertaining. Usually a function room or parlor.

HOUSEKEEPERS REPORT A form used by the front office and housekeeping departments to communicate to each other the current status of each guestroom in the property. ID An abbreviation for identification INFORMATION RACK A file that list the registered guest and their room numbers; arranged alphabetically by guest name.

 INFORMATION

SLIP second part of a small two-part section of the folio indicating the guest name, room number, room rate, and check-out date. CALENDAR A calendar system based on the 12month year in which days of the year are numbered consecutively beginning with 1 and ending with 365. Every four years the system consist 366 days.

JULIAN

 JUNIOR

SUITE A room with a bed and sitting area. There maybe a small, separate bedroom connected to the living room or parlor. Also called a mini-suite. LATE ARRIVAL A guest with a reservation who expects to arrive after the propertys designated cut-off hour and so notifies the hotel or motel. LETTER OF CREDIT A company letter authorizing direct bill privileges for its representative. It must be approved by the hotel manager.

 LOG

A daily record of problems or situation that occurred at the front office that should be communicated to others in the property. MAKE-UP A room that needs a routine, thorough cleaning before registering new guest for the room. MASTER ACCOUNT One folio prepared for a group (convention, company, tour) on which all group charges are accumulated. Also referred to as master bill.

 MULTIPLE

RESERVATION A number of reservation usually made under a group name. (maybe as individual reservation) MODIFIED AMERICAN PLAN Room rate includes room accommodation, breakfast and lunch or dinner. It is also called demi-pension.

EUROPEAN

PLAN Hotel accommodation where no meal is included in the price of the room.

 TABLE

DHOTE A complete menu from which deviation may not be made without additional charge. In Europe, the menu hardly includes beverages. BED A portable single bed which can accommodate an additional guest. CHANGE When a guest moves from one to another during his stay.

ROLLAWAY

ROOM

 ROOM

RACK The rooms clerk board which has all the information of the rooms their status the names and rates of the guest staying. RATE The rate designated for a specific room. OF THE HOUSE A hotel terms to guarantee firm price which applies in any room in the house

ROOM

RUN

 UPGRADE

Situation where the guest is given a higher priced room at a lower rate.

VIP

A person designated by management to receive a special treatment.

Introduction to the hospitality industry

HOSPITALITY

- refer to commercial services given to tourists and travelers by establishments like hotels, resorts, tour and travel agencies, restaurants, tourist attraction centers, heritage sites, theme parks, entertainment and relaxation centers like bars, theaters, sports complex and leisure centers.

HOTEL & ACCOMODATION FACILITIES

HOTEL

is a building,edifice or premises or a completely independent part thereof, which is used fro the regular reception, accommodation or lodging of travelers and tourists and the provision of services incidental thereto for a fee.

RESORT

is a place with a pleasant environment and an atmosphere that is conducive to a comfortable and healthful relaxation and rest, offering food, sleeping accommodation and recreational facilities to the public for a fee or remuneration.

TOURIST

INN

is a lodging establishment catering to transients but does not meet the minimum requirements of an economy hotel.

APARTEL

is a building or edifice that has several independent and furnished or semi-furnished apartments, regularly leased to tourist and travelers for dwelling on a more or less long term basis and offers basic services to its tenants, similar to hotels.

PENSION

HOUSE

is a private or family-operated boarding house. A tourist guest house or tourist lodging house employing non-professional domestic helpers regularly catering to tourists and travelers, containing several independent lettablerooms, providing common facilities such as toilets, bathrooms, showers, living and dining rooms and kitchen with combination of board and lodging.

 MOTORIST

HOTEL (MOTEL) is a structure with several separate units, located along the highway with individual or common parking space at which motorists may obtain lodging and, in some instances, meals.

HOTEL CLASSIFICATION BY LOCATION

AIRPORT

HOTEL

-this hotel is located at the airport. -It work best for travelers who travel by air. - It is also the one chosen by airlines as venue for accommodation of lay-over passengers those who wait for delayed flight, requiring them to stay overnight in a hotel)

DOWNTOWN

or SUBURBAN

-being located in downtown areas, this hotel is very accessible to business and commercial centers. - It is an ideal hotel for businessmen and shoppers who are in town for business ventures.

OVERVIEW OF FRONT OFFICE OPERATION

Major Sources of revenue for the hotel

ACCOMODATION ROOMS DIVISION/ ROOMS MAINTENANCE DEPARTMENT

ROOMS DIVISION/ ROOMS MAINTENANCE DEPARTMENT

Looks after all matters pertaining to room bookings and hotel accommodation. It consist of 3 sections: qHousekeeping qFront Office qRoom Sales

FRONT OFFICE

Attends to the bookings and registration of hotel guests.

HOUSEKEEPING SECTION
Looks after the cleanliness, orderliness and maintenance of guestrooms and public areas as well as provision for linen/laundry service.

ROOM SALES
Handles

room reservations and sales.

In smaller hotels and lodging houses, room sales is made part of the functions of the front office.

ORGANIZATIONAL CHART OF FRONT OFFICE

The front office operates through sub-units, which include:

1.FRONT DESK

looks after the registration of the hotel guests and serves as communication and information center.
-

2.

RESERVATION SECTION

- handles reservations for room bookings either through telephone or direct persona contact.

3.BELL SERVICE
- responsible for escorting guest during check in and check out, attending to their luggage and doing errands for the front desk.

4.

TELEPHONE EXCHANGE
Answering incoming calls Receiving calls Disseminating messages Giving information to callers through the phone Placing and receiving long distance and overseas calls Screening calls and Other related matters

- Handles the telephone communication system to include:

5.

FRONT OFFICE CASHIERING

-responsible for the settlement of guest bill.

CONCIERGE/ GUESTS RELATION ASSISTANCE

- it is in this section that guests turn to for any kind of assistance like tour and travel assistance, directions to point of interest, confirmation of tickets and other services of this kind.

7. AIRPORT/TRANSPORT GUEST ASSISTANCE

- handles the transport of guests to and from the airport or other transport terminals

8.

BUSINESS CENTER

- handles all transactions in the business center including computer service, fax, email, xerox, souvenir items, etc.

Organizational chart of front office in large hotels

FRONT OFFICE ORGANIZATIONAL CHART.docx

FO ORGANIZATION IN SMALL LODGING ESTABLISHMENTS.docx

JOB DESCRIPTION OF FRONT OFFICE PERSONNEL

SEQUENCE OF FRONT OFFICE SERVICE

rocessing guests reservations

Reservation clerk

ocumenting guest reservation Desk Clerk

Welcoming/ ng the door of his vehicle, unloading th

Doormanor Bellboy

ng to guest registration
Desk Clerk

ment of guests bill

Front Office Cashie

carrying his luggage, explaining ro

Bellboy

g the room status chart

Desk Clerk

g and updating guest folio

Desk Clerk

g various forms of assistance like wake up c

FO and Housekeeping Sta

ccount, preparing billing stateme

Cashier

ng guest for check out

Bellboy

t, giving clearance for checkout

Cashier

he guest, Bidding Goodbye

All Staff

Handling rooms reservation

RESERVATION

SECTION

is in charge of accepting and processing all reservations for room accommodations. It also serves as communication center as it handles inquiries on room rates and arrangements.

TYPES OF RESERVATION

REGULAR RESERVATIONS

refers to an agreement that a hotel makes to hold a room until cut-off date and time. If the guest does not arrive by that time, the room maybe sold to other guests.

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

GUARANTED RESERVATION is an agreement that the hotel makes to hold a room for a guest until the guest arrival and check out time. in return, the guest assures payment for the room by credit card, company account or prepayment. Unless the reservation is properly cancelled, the guest is billed for the room and taxed according to hotel policies and procedures.

DOCUMENTS FOR PROCESSING RESERVATIONS

1. RESERVATION CHART

- All future bookings are block-off in the reservation chart. - It indicates the actual nu number of rooms reserved for any future date to as far as 2-3 years in advance.

2. Reservation slipS

-all reservation slip are placed in the Room Status rack, with a color code. - it indicates the name of the guest and the arrival date. - a duplicate copy of the reservation slip is filed alphabetically by last name of guest by month. This will served as trace filed.

3.Hanging folder

- this is where the records of al corresponding letters pertaining to guest reservations are kept Such records are filed according to the date of arrival.

4. Individual reservation cards

- All records pertinent to each booking is contained in this card. This card is filled up by the desk/reservation clerk and will serve as a basis for preparing daily arrival list.