FRONT OFFICE EXAM

• Front Office Department is the major department in a hotel
• Front Office Department is responsible for the sale of the hotel's rooms.
• It is the showcase window and the back bone of the hotel.
• Also known as the nerve center

  Front Office Department
• The role of the Front office is to

  1. reserve
  2. receive
  3. register
• FRONT OFFICE SECTIONS

  1. reception
  2. information
  3. cashier
  4. reservation
  5. switchboard operator
  6. bell desk sections
• Two Important Functions

  1. EFFECTIVE COMMUNICATION
  2. ACCOUNTING PROCEDURES
• Effective Communications are paramount in projecting a hospitable image
• Accounting Procedures involving charges to registered and non-registered hotel guest accounts
• LARGER HOTELS SECTIONS

  1. Reservations
  2. Reception
  3. Communication
  4. Concierge
  5. Bellhop Service
  6. Auditing
• ROOM DIVISION CONSISTS OF

  1. housekeeping
  2. reservations
  3. front office
  4. uniformed bell service
  5. transportation
  6. private branch exchange
  7. concierge
• VARIATIONS OF A HOTEL

  1. SIZE
  2. TYPE AND LEVEL OF SERVICE
  3. GEOGRAPHIC LOCATION
  4. LOCAL WORKFORCE SKILL LEVELS
  5. ORGANIZATION PREFERENCE OF MANAGEMENT
• THREE MAJOR SUB-DEPARTMENTS IN THE ROOM DIVISION

  1. security
  2. front office
  3. housekeeping
• RESPONSIBILITIES OF FRONT OFFICE DEPARTMENT

  1. Reservation takes the call, answering the questions and making a reservation
  2. Receptionists greets the guests and checking them in and assigning rooms
  3. Concierge delivers messages to the guests
  4. Bellhop take care of the guests luggage and deliver newspaper or magazines
  5. Communication sections takes the phone, internet and television service
  6. Auditing sections double checks all transactions
• SIZE AND STYLE OF A HOTEL

  1. SMALL SIZED HOTEL
  2. MEDIUM SIZE HOTEL
  3. LARGE SIZE HOTEL
• FRONT OFFICE MANAGER directly supervise all front office personnel and ensure proper completion of all front office duties
• FRONT DESK AGENT assist guests in all front office-related functions in an efficient, courteous and professional manner.
• RESERVATIONS AGENT handle all future reservations, matching the needs of the guests with the hotel
• SWITCHBOARD OPERATOR receives and directs incoming calls to individual guests staff or department
• FRONT OFFICE CASHIER is performing a task relating to check-in and check-out of guest and sending guest accounts
• UNIFORMED BELL SERVICE is to work closely with he front desk staff, room service staff and other hotel personnel
• CONCIERGE is to serve as the guest liaison with both hotel and non- hotel attractions, facilities etc.
• NIGHT AUDITOR ensures the accuracy and balance of front office accounting records and prepares summaries of financial data on a daily basis
• The most highly duty of the hotel front office is to register and check-out guests
• The first thing that a guests will see is the Front Desk
• ACCOUNTING PROCEDURE INVOLVE

  1. settlement of guest bills
  2. accepted advance booking of hotel rooms
  3. settle bills at the time of check out
• Most important function of front desk operation are communication and accounting
• Guest makes first contact with hotel front office department.
• Hotel Front Office operates 24 hours a day
• Three main shifts in hotel F.O. Dept.

  • Morning- day shift 7 am-3 pm
  • Day- evening shift- 3 pm-11 pm
  • Night shift- 11 pm - 7 am
• THE F.O. DEPT. take full account and responsibility on the following areas

  1. PMS and its Management
  2. Money and Reservation
  3. Guest
  4. Records and Data
  5. Services
• Prime Role of the hotel front office

  1. its workforce
  2. guests
  3. records
• F.O DEPT. communicates with the

  1. Housekeeping
  2. Foods and Beverages
  3. Banquets
  4. Marketing and sales
  5. Human Resource Management
  6. Maintenance
  7. Controller
  8. Security
• An area which is located at the entrance of a hotel building with sitting arrangement for guests visitors to meet and wait

  LOBBY
• synonym of lobby is?

  FOYER
• Foyer means wide passage or large hall inside the public building.
• It is located in the lobby and allocates the rooms and established the rates for different types of guests.

  RECEPTION or REGISTRATION
• the person in the reception or registrationi s called receptionist
• it means booking in advance

  reservation
• They basically blocks and reserves the room as per the request or specified data. Does not come in contact to guest.

  RESERVATION