fos

• Front office staff


  Must have basic skills and knowledge in communication
• SOP

  Standard operation procedure
• Reservation


  Responsible for handling room reservation, which means that the responsibility is mostly handling pre-arrival arrangements of guest stay
• Reception


  Responsible for handling guests, and assisting guest
• Telephone operator


  Responsible for assisting guests with telephone
• Concierge


  Responsible for handling guest luggage, providing information to the guest
• Guest relation officer


  Responsible for handling and assisting VIP guest or a special guest
• Front office cashier


  Responsible for handling guest folio, posting transaction, and handling deposit and payment
• Business center secretary / attendant


  Responsible for arranging a meeting with businessmen, provide administration services to business guest
• Front office administration


  Makes the preparation of the office reports, monthly, yearly costings and budgeting plan
• Supervisors


  Creating and controlling, conduct daily briefing
• Duty manager


  All supervisors in front office are reporting to duty managers. To ensure hierarchy, reporting, controlling and staff assessment function very well within the departments
• Assistant front office manager


  Assist the front office manager in running the daily operations of front office department
• 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
• Front desk officers


  • Should have outstanding communication skills, interpersonal, customer service, and organizational skills
• Reservation


  One of the most vital process in the front office reliable for future hotel revenues and profit
• Guaranteed reservation


  • Insures the hotel will hold a room until a specific time of guest's scheduled arrival date
  • Prepayment
  • Credit card
  • Advance deposit
  • Travel agent guaranteed reservation
  • Voucher of miscellaneous change order (MCO)
  • Corporate
• Modes of payment


  • Cash - payment in full at check-out brings a guest account balance to zero
  • Credit cards - front desk agent uses a credit card imprinter to fill out portions of a credit card voucher
  • Company charge - an agreement between the company and the establishment that allows certain staff to charge back the costs and expenses to the company
  • Travel agent vouchers - travelers pay the travel agent in advance for their transportation and room charges and the travel agent guarantees the clients reservation
  • Advance deposit - requires the guest to pay the hotel a specified amount of money before arrival
• Front office

  1. Accurately complete the customer details and record it in the system

  2. In making reservations, make sure to check the guest profile or history profile, if available

  3. Clearly record guest special requests

  4. Complete, explain and confirm the reservation details to the guest

  5. File the reservation

  6. Prepare and issue the documents and other materials to the guest
• CRS


  Central reservation system
• Computerized reservation system


  Technology that lies at the heart of a hotel's functions
• Manual reservation system


  Manual charts, calendar, booking sheets, diary, forecast board or room rack and used by smaller establishments
• Computerized reservation system


  Displays a reservation screen to input guest's information and requests
• Profile types


  • Individual profiles - reservation for first time guests automatically creates an individual profile
  • Company profiles - common information stored in the company profile are, catering functions with the establishment, the businesses who sponsor guest reservations
  • Source profiles - information about the organizations or individuals who brings business in are stored in the source profiles
  • Contact profiles - stores information about the people who serves as the interface between the hotel staffs and the guests or business accounts
  • Group profiles - these are the profiles of the hotel's affiliations sponsoring business in the establishment
  • Travel agent profiles - accounts or information about the professionals who books a reservation for their clients are stored in this profile
• Computer reservation system (CRS)


  Most widely used technological tool in the tourism industry