FOS Q3 REVIEWER

• • ROLES &SECTION OF FRONT OFFICE DEPARTMENT - The front office staff must have its basic skill and knowledge in some point, such as having good communication, applying Standard Operation Procedure (SOP) of the hotel you work for. All Sections in front office department should show coordination and communication.
• SECTIONS IN A FRONT OFFICE DEPARTMENT

  Reservation

  Reception

  Telephone Operator

  Concierge

  Guest Relation Officer

  Front Office Cashier

  Business Center Secretary/ Attendant

  Front Office Administration

  Supervisors

  Duty Manager

  Assistant Front Office Manager

  Front Office Manager
• SECTIONS IN A FRONT OFFICE DEPARTMENT

  Reservation

  Reception

  Telephone Operator

  Concierge

  Guest Relation Officer

  Front Office Cashier

  Business Center Secretary/ Attendant

  Front Office Administration

  Supervisors

  Duty Manager

  Assistant Front Office Manager

  Front Office Manager
• Reservation

  • Responsible for handling room reservation
  • Handling pre-arrival arrangement of guest stay.
• TELEPHONE OPERATOR Answers incoming calls from outside or inside the hotel and transfers them to appropriate personnel.
• Reception - Responsible for some tasks such as:

  • Handling guest check-in that may be done in some different situations, such as check-in without reservation.
  • Assisting guests during their stay with various kinds of services, such as assisting guests with room change request, extension stay requests and providing services related to other department.
• Telephone Operator

  • Responsible for assisting guest with telephone-related jobs.
  • Handling internal calls, transferring call to the guest room or other extension number and assisting the guest in relation to telephone billing system.
• Concierge - Responsible for handling guest luggage and providing information to the guest.
• • Guest Relation Officer
  • Responsible for handling a VIP guest or a special guest from pre-arrival into post-departure stage.
• Front Office Cashier - Responsible for handling guest folio, posting transaction, and handling deposit and payment.
• Business Center Secretary/ Attendant - has main duties and responsibilities in assisting business guest, such as:

  • Arranging a meeting with businessmen
  • Providing administration services to business guest
  • Providing internet services for business guest and meeting center area
• Front Office Administration

  • also called front office secretary
  • makes the preparation of the office reports, monthly, yearly costings and budgeting plan, including daily and weekly departmental consumption.
• Supervisors

  • In some higher – level hotels, all sections will have their own supervisor or captain. Some of their duties and responsibilities are as follows:
  • Creating and controlling duty roster/ working schedule of his/her team.
  • Conduct daily briefing, making sure it happens daily before starting the shift.
• Duty Manager

  • All supervisors  in front office are reporting to duty managers. This is to ensure the hierarchy, reporting, controlling and staff assessment function very well within the department
• Assistant Front Office Manager

  • They assist the front office manager in running the daily operation of front office department and replacing the front office manager when they are not available.
• Front Office Manager

  • Responsible for all operational sides in front office department, to make sure pre – arrival guests, guest during their stay and post departure guest in high level of satisfaction.
• RESERVATION

  • is one of the most vital process in the front office reliable for future hotel revenues and profit.
• Types of reservation

  • Guaranteed Reservation
  • Non-guaranteed Reservation
• Modes of Payment

  1.     Cash - full cash payment, brings balance to zero.

  2.     Credit Cards - The front desk agent uses a credit card imprinter to fill out portions of a credit card voucher.

  3.     Company Charge - An agreement between the company and the establishment

  4.     Travel Agent Vouchers -Travelers pay the travel agent in advance for their transportation and room charges.

  5.     Advance Deposit - Requires the guest to pay the hotel a specified amount of money before arrival.
• Computerized Reservation System

  • Central Reservation System (CRS)
  • is a technology that lies at the heart of hotels functions.
  • it's a computerized system that contains the hotels availability, rates, and inventory (ARI) and helps them manage online and offline bookings.