GOODLUCK MAYMAY - FRONT OFFICE

Front office staff

receives the guests, handles their requests, and strikes the first impression about the hotel into their minds.

Front Office

is the liaison between the management and the coordination of all guest services.

Enumerate the Mission of FRONT OFFICE DEPARTMENT

Create a positive first impression of the hotel to the guest

Represent all forms of guest services

Plan hotel rooms utilization towards profit maximization

Serve as center of communication for all the other hotel departments.

Front Office

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.

Enumerate the FRONT OFFICE ROLES

· Guest Services

·  Room Sales

·  Record Keeping  

·  Cost Control

· Verbal Skills

· Effective Selling Skills

· Problem Solving Skills

· Good Appearance

Front Desk

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

Reservation Section

handles reservations for room bookings either through the telephone or direct personal contact.

Bell Service

escorting the guests during check-in and check-out, attending their luggage and doing errands for the Front desk.

Front office staff

handles the transactions between the hotel and its guests.

Telephone Exchange

handles telephone communication system

Front Office Cashiering

responsible for the settlement of guest bill.

Concierge/Guest Relation Assistance

attends to any kind of guest assistance like tours and travel, direction of point of interest, confirmation of tickets and other services of this kind.

Airport/Transport Assistance

handles the transport of guest to and from airport or other transport terminal.

Business Center 

handles all transactions in the business center.

ENUMERATE Front Office Personality

· Positive Attitude

· Attentive Service

· Positive Body Language

· Intellectual

· Physically Fit

· Professional

Uniform 

wear very corporate outfit with clean and net cut hairdo

Name Plate 

help to converse in more personal manner

Look 

wear complete day make-up (female), clear skin (male)

Personal Hygiene

practice proper hygiene at all times

Accessories 

use generic accessories and always wear a SMILE

Front Office

is the nerve center of the hotel as it is the key source of information pertaining to guests’ services.

Standards 

are criteria which need to be overcome to ensure that the hotel image set by the management is met by following series of procedure being imposed.

Code of ethics and policies

are principles, practices, and manner of behavior which an employee needs to adopt in order to perform properly within the bounds set by the organization to impose control within the group.

Front Office Performance Standards

· Positively create the feeling of warm hospitality and accommodation all throughout the guest stay.

· Effectively coordinate guest services to other departments

· Deliberately promote other hotel services to the guest during their stay

· Accurately forecast room inventory and accounting of room occupancy

· Consistently provide hotel, community and general information relevant to the guest.

Front Office

It is the department that connects guest services with the back of the house operations.

Enumerate Work Ethics

· Hospitable

· Compassionate

· Cooperation

· Reliability

· Integrity

· Confidentiality

· Diplomacy

Enumerate Front-House Operations

· Interacting with the guests to handle request for an accommodation.

· Checking accommodation availability and assigning it to the guest.

· Collecting detail information while guest registration.

· Creating a guest’s account with the FO accounting system.

· Issuing accommodation keys to the guest.

· Settling guest payment at the time of check-out.

Enumerate Back-House Operations

· Determining the type of guest (fresh/repeat) by checking the database.

· Ensuring preferences of the guest to give a personal touch to the service.

· Maintaining guest’s account with the accounting system.

· Preparing the guest’s bill.

· Collecting the balance amount of guest bills.

· Generating Reports

Front Office

it acts as the absorber a it serves as sounding board for guest complaints.

Front Office staff

interacts with all departments of the hotel, including marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources.

Telephone 

is an crucial element in the communication system of any establishment.

telephone exchange

is created to handle all transactions pertinent to incoming and outgoing calls, processing long distance and overseas calls, wake-up service, information dissemination and other related services.

telephone exchange

is one area which takes charge of a very important role in the operation of the entire business operation.

Communication System

is very important in a business in their daily operations and transactions.

Cellular Telephones

designed to give user maximum freedom movement while using a telephone. Uses radios signal to communicate between the set and antenna.

Computers 

communication used by the hotel when receiving reservations through computers.

Direct Distance Dialing (DDD)

telephone service that provides the ability to place international calls without the assistance of an operator.

Fax Machine

special purpose telephone is a facsimile machine, or fax machine, which produces a duplicate document at a distant point.

Private  Branch Exchange

switching machine with hundreds of lines, all of which can reached by dialing one number

Radio 

made up of very powerful long wave ( low frequency) radio stations for long distance call.

Telephone Switchboard

all calls where place through manual exchanges in which a small light on a switchboard alerted an operator that a subscriber wanted service.

Telephone Codes

used by telephone operators to make sure messages and spellings of words are taken differently.