Front Office Prelims

organizational structure

• the way that the hotel is divided into departments and how those departments are managed. 

• Can vary depending on the size and type of hotel, but common elements are found in most hotels

Executive management

• The pinnacle of organizational pyramid

general manager

Responsible for setting the hotel’s overall direction, strategy, and financial goals

house-use

means being occupied

staff

rank and file

department heads and supervisors

management

Front Office

Frontline of guest interactions, the front office team, manages check-ins, check-outs, reservations, and concierge services.

front office manager

head of the front office department

Housekeeping

• Ensuring guest comfort and hygiene. 

• Maintains rooms, public areas, and laundry facilities. 

executive housekeeper

head of housekeeping

chambermaid and room attendant

responsible for the floor (femaule and male)

housemen and powder girl

in charge of the public area (male and female)

PMS Property Management System

an interconnected system used by the hotel

Food and Beverage

• Restaurant, bar, catering, and banquet operations. 

Food and Beverage Manager

in charge of food and beverage. they anticipate number of guests

Banquet service

food and beverage service where they cater

steward

dishwasher

sales and marketing

• Promotes the hotel’s services and attracts business through sales and efforts 

director of sales and marketing

head of the sales and marketing department

Finance and Accounting

• Key support department

• Manages financial transactions, payroll, and budgeting.

head of finance and accounting

Director of finance

Human Resources

• employee recruitment, training, and welfare

• Ensures a skilled and motivated workforce 

human resources manager

in charge of human resources department

Engineering 

• Hotel’s physical assets, ensuring proper maintenance, safety, and functionality. 

chief engineer

head of engineering department

front office department

•  is the first point of contact for guests and is responsible for providing a positive and memorable experience. 

front office department

• Crucial part of the hotel and plays a vital role ensuring that guests have a positive experience 

front office department

• Nerve center of any hotel, playing a pivotal role in guest interactions, reservations, and overall guest experience 

Guest check-in and check-out

function of FO receiving and departing of guest

Reservations

function of FO where receiving and confirmation of stay

guest services key control

function of FO where they ensure that service is provided

billing and payment

Function of FO where they ensure payment is made

safety and security

function of fo where they ensure the guests are safe

room assignments

function of fo where they manage inventory, happens when nandun na guest bcuz ayaw nila mag-commit

communication hub

function of fo where they are the one who communicate with every department and answer any guest inquiry

check-out settlement

function of fo where they help guest with check-out such as returning of room key and deposit

information and assistance

function of fo where they help guest with information and assist them

complaint resolution

function of fo where they handle guest complains

night-audit

function of fo where they handle financial transactions after a day of work

guest cycle

• outlines the various stages a guest goes through when interacting with a hotel, from initial contact to post-stay follow-up 

pre-arrival stage

reservation, confirmation, pre-arrival communication

Reservation

 begins when a guest makes a reservation through online, phone, travel agent. The hotel gathers essential information about guest’s stay, such as arrival date, room type, and special requests.

Confirmation

after the reservation is made, the hotel sends a confirmation email or message, reiterating the booking details and any special instructions 

Pre-arrival communication

the hotel may engage with the guest through pre-arrival emails or messages, offering additional services, directions, and seeking to understand any specific needs or preferences 

arrival stage

arrival, room assignment, registration, payment, room orientation

arrival

 the guest arrives at the hotel and the front office team takes over. This includes check-in, verifying identification, providing room keys 

room assignment

based on the reservation and room availability, the FO assigns a room to the guest

Registration

the guest completes the registration process, providing necessary information, signing registration cards, and agreeing to hotel policies

Payment

is often collected at check-in, and the guest may choose a payment method, such as cash, credit, or a billing arrangement

Room orientation

the FO may offer information about hotel amenities, room features and answer any questions the guest may have. 

occupancy stage

guest services, billing, guest requests

Guest Services

during the stay, the hotel provides various services, including housekeeping, room service, concierge assistance, and maintenance 

Billing

charges for additional services such as meals, spa treatments, minibar items, are added to the guest’s bill 

Guest requests

additional request or seek assistance during their stay, which the hotel staff endeavors to fulfill promptly

departure stage

check-out, billing review, feedback, post-stay services

Check-out

at the end of the day, the guest checks out, settles the bill, and returns the room keys 

Billing review

the guest reviews the final bill, and any discrepancies are addressed. 

Feedback

seek feedback from departing guest to gauge satisfaction and identify areas for improvement

Post-stay services

some hotels offer post-stay services, such as sending thank-you emails, providing transportation to the airport, or assisting with lost items 

post-departure stage

follow-up, guest loyalty programs, data analysis

Follow-up

 the hotel may follow up with a thank you email, survey, or phone call to gather additional feedback and express appreciation

Guest loyalty Programs

hotel may encourage guests to enroll in loyalty programs, offering rewards and incentives for future stays 

Data analysis

hotel analyzes guest data and feedback to improve services, enhance guest experiences, and make informed business decisions 

assistant front office

assists fo manager and coordinate day-to-day

reservation supervisor

works in reservation

bell service

baggage duty

concierge

information center, knows the city well

business center

administrative support to guests, printing etc. clerical services

telephone operator

monitor in-coming and on-going calls

Guest folio

contains all the guest information

under 150 rooms, 150 -299, 300-600, more than 600

hotel classification based on number of guest rooms

Commercial

 located in a business district that caters primarily to business clients. Aka, Transient Hotel due to relatively short length of stay 

Airport hotel

 near a public airport or major travel centers. Typical target include passengers and crews with overnight travel layovers or canceled flights

Suite Hotel

guestrooms have separate bedroom, living room and kitchen area 

Residential Hotel

like a suite hotel type for long-term, permanent or semi-permanent guests.

Resort hotel

 provides scenery and activities unavailable at most other properties and whose guests are typically vacationers

Bed and breakfast

small lodging operation whose owner usually lives on the premises and services breakfast for guests 

Time-share and condominium hotel

group of condominium units whose owners associate and hire a management company to operate their units as hotel 

Casino hotel

 a hotel with gambling facilities

Conference center

property designed to handle a group and are often located outside metropolitan area and may provide extensive leisure facilities 

Cruise ships

many amenities similar to resort hotels or even small conferences. Offers basically complete entertainment gaming facilities 

world-class, mid-range service, economy or limited service

hotel classifications according to service

Independent hotels

 have no ownership with other properties, usually family-owned and/or corporations. 

ex. manila hotel 

Chain Hotels

with international affiliation 

ex. grand hyatt, hilton hotels

Deluxe 5, First Class 4, Standard 3, Economy

Department of Tourism Classification

upselling

offering upgrades to guests

confirmation letter

received after a reservation

guest name, room number, rates

confidentiality

guest fraternization policy

data registered guest, become overly familiar with guest

2:00 pm

check-in time

12:00 pm

check-out time

guaranteed reservation

advance payment, predict revenue, arrive even after cut off time

Non-guaranteed reservation

no advance payment, arrive before cut off time, confirmed, regular

no show (charges)

 given to a guest who made a guaranteed booking but did not show up on the scheduled date of arrival 

24, 48, 72 hours

cancellation policy

fixed cost

pay even with no guests

variable cost

change depending on the business standing

guaranteed reservation

VIP, with deposit, Co. guarantee thru letter of accommodation, group

1. Preprinted regcards (regular and xpress check-in

2. Keycards and coupons 

what to prepare for guests with reservations

rooming list and keycards and coupons

what to prepare for groups