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KOD DAN NAMA PROGRAM / PROGRAM’S CODE & NAME

HT-110-3:2011 – GUEST SERVICES OPERATION

NO. DAN TAJUK UNIT KOMPETENSI / COMPETENCY UNIT NO. AND TITLE

C01 : RECEPTION ACTIVITIES HANDLING

TAHAP / LEVEL 3 (THREE)

NO. DAN PENYATAAN AKTIVITI KERJA / WORK ACTIVITIES NO. AND STATEMENT

1. IDENTIFY RECEPTION ACTIVITIES HANDLING RE-QUIREMENT

2. PREPARE ARRIVAL ACTIVITIES 3. CARRY OUT GUEST ARRIVAL ACTIVITIES4. ATTEND GUEST ENQUIRIES AND NEEDS 5. CARRY OUT BILL SETTLEMENT ACTIVITIES6. CARRY OUT PRODUCT SALES ACTIVITIES7. ATTEND RESERVATION NEEDS8. CARRY OUT FILING ARRANGEMENT9. PERFORM TELEPHONIST FUNCTION10.EVALUATE RECEPTION ACTIVITIES HANDLING EF-

FECTIVENESS11.PRODUCE RECEPTION ACTIVITIES REPORT

ID UNIT KOMPETENSI / COMPETENCY UNIT ID HT-110-3:2011/C01/P(1/11 Muka / Page : 1

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TOPIC: INTRODUCTION TO FRONT OFFICE

PURPOSE: THE PURPOSE OF THIS MODULE IS TO GIVE EXPLANATION ABOUT HOSPITABILITY TO FRONT DESK PERSONNEL, TO ENSURE THEIR KNOWLEDGE ON GROOMING, BODY LANGUAGE, VOICE INTONATION, COMMUNICATION SKILL, SAFETY AND SERVICE MANUAL.

JABATAN PEMBANGUNAN KEMAHIRANKEMENTERIAN SUMBER MANUSIAARAS 7 & 8 BLOK D4, KOMPLEKS DPUSAT PENTADBIRAN KERAJAAN PERSEKUTUAN62502 PUTRAJAYA

KERTAS PENERANGAN( INFORMATION SHEET )

INFORMATION:

1. INTRODUCTION OF FRONT OFFICE DEPARTMENT

Front office is the most important department because it has the most guest contact.

Guest makes their first contact with front office staff when they arrive at a hotel. The hotel’s

first impression depends on the services provided by the front office staff. Therefore the

front office staff gives a significant impact on the hotel image. The function of the front

office includes reservation, registration, room and rates assignment, room status, guest

services and cashiering. Normally, front office operates 24 hours a day with three main

shifts divided among the staff:

Morning-day shift 7am – 3 pmDay-evening shift 3pm – 11 pmNight shift 11pm – 7 am

The front office is the nerve center of a hotel property. Communication and accounting are

two of the most important functions of a front desk operation. Effective communications with

guests, employees, and other departments of the hotel are paramount in projecting a

hospitable image. Answering guest inquiries about hotel services and other guests,

marketing and sales department requests for information on guest room availability, and

housekeeping department inquiries concerning guest reservations are but a few of the

routine tasks performed almost constantly by a hotel front desk in its role as

communications hub.

Accounting procedures, involving charges to registered and non-registered hotel guest

accounts, are also very important in the hospitality field. Itemized charges are necessary to

show a breakdown of charges if a guest questions a bill. Services for which fees are charged

are available 24 hours a day in a hotel property. Moreover, because guests may want to

settle their accounts at any time of the day, accounts must be current and accurate at all

times. Keeping this data organized is a top priority of good front office management.

Figure 1: Front Desk

ID UNIT KOMPETENSI / COMPETENCY UNIT ID HT-110-3:2011/C01/P(1/9) Muka / Page : 2

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1.1 FRONT OFFICE RESPONSIBILITIES i) ORGANIZATION CHART

A hotel is clearly an organization because it has certain goals which need to be achieved. The

main goal is to bring guest to stay in the hotel as this will make a lot of profit. In order to achieve

its goals, plans and coordination’s of activities between departments need to be smooth. What

better way to do this than by using organizational chart.

Organizational chart will give a clearer picture of the relationship between the different positions

within the hotel. It also enables the manager to know the positions of staff within the hotel and

also who is answerable to whom. Organizational chart also shows where and how each

department fits into the overall organization of a hotel. Each staff has to understand their duties

and responsibilities. By looking at the organizational chart, they can see how they interlink with

each other in their daily activities.

However, hotel organization structure varies. It depends on the size and style of operation.

Normally hotel organization structures can be categorized into small, medium or large.

Figure 2: Hotel Organization Chart

Sales Executive

Front Office

Manager

General Manager

F&B Manager

Executive Housekeeper

Finance Manager

Security Manager

Sales Clerk

Supervisor Chambermaid Captain Chef Account Clerk

Receptionist Waiter Commis Cashier

Steward


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Figure 3: Front Office Organization Chart

a) JOB DESCRIPTION AND SPECIFICATION

Telephone operator Processing all incoming and outgoing calls

Give morning wake-up call

Taking messages

Must be able to deal with crises up to and including life-threatening that tracks

guest phone calls and posts billing charges to lodging establishments.

This person may also assist the desk clerk cashier when necessary.

Figure 4: Telephonist


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Receptionist Greeting guest Verifying guest Reservations registering guests, Communicating with the housekeeping staff, Answering telephones Providing information about and directions to local attractions Accepting cash and giving change Acting as liaison between the lodging Handling special request Handling check-in and check-out Providing information for guest Assigning rooms and dispensing guest room keys

Figure 5: Receptionist

Reservation Handling guaranteed and non-guaranteed reservation Up sell accommodations Forecasting Providing management information to other departments

Cashier Receiving payment Balancing guest account Maintenance of guest account Administer the safe deposit system Handling foreign currency Processing guest checkouts and guest legal tender and providing change for

guests.

Concierge


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Ensuring guest satisfaction Arranging tours, limousine and entertainment tickets Maintaining good relationship with hospitality industry Personal helper for VIP Provide latest information of events

Figure 6: Bellman

Night Auditor Processing guests’ accounts Handling a cash float Effectively maximizes inventory levels during high occupancy/sold out nights Verify that revenue from all sources is accurately balanced and stated in the

property management system; investigate, correct and follow up on any discrepancies

Produce daily reports for departments and department heads Transmit batch credit reports to credit card processor

ii) FRONT OFFICE FUNCTIONS ROLES OF FRONT OFFICE DEPARTMENT

The front office is the most visible department in a hotel. Front office personnel have

more contact with guests than do staff in most other departments. The front desk is

usually the focal point of activity for the front office and is prominently located in the

hotel's lobby. Guests come to the front desk to register; to receive room assignments; to

inquire about available services, facilities, and the city or surrounding area; and to check

out.

The front desk often serves as the hotel control center for guest requests concerning

housekeeping or engineering issues. International guests use the front desk to exchange

currency, find a translator, or request other special assistance. In addition, it may also be

a base of operations during an emergency, such as a fire or a guest injury.


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Other front office functions include receiving and distributing mail, messages, and

facsimiles (faxes), as well as guest cashiering. Cashiers post charges and payments to

guest accounts, all of which are later verified during an account auditing procedure (often

called the night audit).

Front desk personnel also may verify outstanding accounts receivable, and produce

daily reports for management. Some hotels have added concierge services to their list of

front office functions. In a sense, concierge services are simply an extension of the guest

services provided by front office personnel.

The functions of the front office are to:

• Sell guestrooms, register guests, and assign guestrooms.

• Process future room reservations, when there is no reservations department or when

the reservations department is closed.

• Coordinate guest services.

• Provide information about the hotel, the surrounding community, and any attractions or

eventsof interest to guests.

• Maintain accurate room status information.

• Maintain guest accounts and monitor credit limits.

• Produce guest account statements and complete proper financial settlement.

a) OTHER DEPARTMENT RELATIONS

FRONT OFFICE IN RELATION TO OTHER DEPARTMENTS

Interdepartmental communications in a hotel is very important. As front office serves as the

communication liaison in providing guest services, other departments have a unique

communication link with the front office staff. Most of the time, the front office staff will

response to guests’ requests for information on location of hotel, special events in the

community and public transportation. Thus, in order to ensure guest stay is satisfactory or

their visit is a pleasant one, effective interdepartmental communications is vital.

i) HOUSEKEEPING A close liaison between the front office department and housekeeping department

is essential so that the information about the guestrooms is kept accurately up to date.

Housekeeping department is considered the most important support department for the front office.

A front desk staff cannot assign a guestroom until the room has been cleaned, inspected and released by the housekeeping department.

The housekeeping department and front office department must promptly inform each other of any changes in a room’s availability or status

In order to maximize room sales, a change in a room’s housekeeping status should be promptly communicated to the front desk.


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When the housekeeping status information used by the housekeeping department differs from the room status information used by the front desk to assign rooms, a room status discrepancy occurs. This discrepancy can tremendously affect hotel’s ability to satisfy guest needs and maximize rooms’ revenue.

During high occupancy (sold out) periods, a prompt relay of housekeeping information to the front desk is needed. This will help the registration process to run smoothly when guests check in. Failing to do so might cause dissatisfaction among guests.

In order to organize room cleaning schedules, the housekeeping department needs information on guest departure and stay over from front office department.

The chambermaid will collect items found in guestrooms. The housekeeping department who is in charge of lost and found has to relay information to the front desk if guest item happens to be left in hotel’s room.

If the hotel’s public area such as the lobby is dirty, the front office staff needs to inform the housekeeping department to clean the area.

Housekeeping personnel need to report to the front desk any unusual circumstances that may indicate a violation of security for the guests. The front desk staff will in turn relay the problem to the security or proper in-house authority.

Overall, effective communication among housekeeping department and front office department contribute to guest satisfaction in the hotel.

Figure 7: Housekeeping (maid)

ii) FOODS AND BEVERAGE (F&B) Good communication between both food & beverage department and front office

department is important in ensuring guest stay is a pleasant one.

When guests check-in, front office department needs to give out breakfast voucher to guests. Other than that, food and beverage department needs front office staff to provide information to guests about operating hours, menu and location in the property.

Problems such as late charges pose inconvenience to the guest. It occurs when guest comes into the restaurant for breakfast and has already checked out without paying. This happens when food & beverage department staff fails to post charges incurred by guests to their room account and forgets to inform front office department about them.


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The front office department needs to give reports on guest methods of payment to the food and beverage department. Normally, guests who wish to charge privileges throughout the hotel must leave an imprint of their credit card at front desk. Thus, when the guest charges a meal at a restaurant, bar or calls for room service, food and beverage staff does not have to call the front desk for credit information.

Front office department must also work with food & beverage department in terms of credit adjustments. Restaurants and room service might wrongly charge guests for their meals. In these cases, food and beverage department need to issue a credit adjustment, take it to the front office desk and have the front office staff deduct the charges from the guest’s account.

Thus, it cannot be denied that both front office department and food and beverage department need to work together hand in hand to give excellent service to guests.

Figure 8: Food and Beverage (Waiters)

iii) ACCOUNTS DEPARTMENT

Collaboration between the front office and accounting department is necessary so that the information about guest accounts maintains accurately and updated constantly.

Accounts department is important support departments for the front office since a large number of transactions with guests happen at the front desk every day.

During the guest stay, they use hotel facilities such as bedrooms, restaurant, laundry and room service. Charges will be made for the services and facilities that the guest uses. All transactions will be recorded by the cashier at the front desk.

The cashier is also part of the account department. Hence, effective teamwork among accounts and front office department contribute to guest satisfaction while staying in the hotel.


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At the end of the business various auditing activities will be performed by the night auditor (also part of the accounts department staff).

Auditing is important to determine that all guest bills are properly settled. This is very important to ensure guest satisfaction when they pay all the bills during check-out.

The night auditor will also produce reports regarding all the transactions including front office arrival guest for the next day.

iv) SALES AND MARKETING DEPARTMENT

In order for the front office department to generate sales, it requires the coordination between front office department and sales and marketing.

This interaction can influence the hotel’s revenue by proper planning, implementing promotions, advertising and a good marketing technique using various holiday packages and group tours through the use of marketing and public relations skills.

Public relations are important in order to make good business deals with the various travel agency and Airline Company. Hotel can benefit from the good image of public relation as a whole by building good rapport with the public.

Front office can benefit from all the activities carried by sales and marketing and public relation because it can increase their room sales.

Front office department provides important information on room availability so that sales and marketing department can make reservations for groups, tours and corporate bookings.

Marketing strategies made by the sales and marketing department depend on the guest history record by the front office. This history record of frequent and corporate guest is needed so as to create an effective promotion approach to past and potential guests.

v) MAINTENANCE

Front office department will handle various complaints from the guest and staff of the hotel. Thus, front office department and maintenance communicate on requests for maintenance service and room status.

Most complaints are related with problems regarding poor heating or cooling, faulty plumbing, noisy equipment and broken furniture. All reports will be recorded at the front desk log book for repair work order.

Maintenance is responsible for maintaining the appearance of the exterior and interior of the hotel and also responsible for swimming pool sanitation.


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Front desk staffs are responsible to monitor the log book so that the problems will be taken care by the maintenance personnel. Failing to do so will make the room unsalable and also make the guest dissatisfied with the hotel services. This will cause lost of revenue. Maintenance help to minimize this loses through repairing all rooms that need fixing.

Figure 9: Maintenance

vii) SECURITY

Front office handles large amount of cash and guest assets. Security department provides protection for guests, hotel staff and properties.

The security department provides surveillance and access control for the public area such as the lobby area located near the front desk and guest rooms.

Surveillance is normally done through hidden circuit camera and positioning security guards at various hotel entrances.

Securing access to guestrooms using electronic door locking system operates through a master control console at the front desk which is wired to every guest room door.

Improved security by the security department can reduce criminal threat from

outside. The security staff will also handle all criminal acts caused by the guest or staff.

Thus, front office can focus on their operation by knowing that hotel staff and guests are safe with the support of security department.


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b) PROPERTY MANAGEMENT SYSTEM (PMS)

Computer systems differ from hotel to hotel. This is known as the property management

system (PMS). It contains a set of computer software packages that supports a variety

of front and back of the house activities. By using PMS, information is made available

more quickly and current. Reservation staff can do forecasting more accurately.

For front desk staff, a guest’s history is easier to obtain and also it enhances direct and

up to date guest billing. One of the advantages of PMS is that housekeeping can be

linked to the system so that when rooms have been serviced or vacant, this information

is readily available to front office department. Communication within all departments in

the hotel is much smoother with PMS. It allows two-way communication between

departments in a hotel.

FUNCTIONS, FEATURES AND USAGE OF PMS

In this topic, we focus on the operational aspects of the front desk department, which

include considering the physical structure and positioning of the front desk, selecting a

property management system (PMS), and using PMS applications.

Computer applications are central to front office operations in today’s modern hotels. For

new properties, computers are standard pieces of equipment; for existing hotels,

computers are being integrated into everyday operations to assist in providing hospitality

to guests.

Computer applications include routinely processing reservations as well as handling

registrations, guest charges, guest checkout, and the night audit. Interfacing, electronic

sharing of data, of hotel departments such as food and beverage and the gift shop through

point-of-sale, an outlet in the hotel that generates income (restaurant, gift shop,spa,

garage); maintenance through monitoring of energy and heating and cooling systems; and

security through control of guest keys are just a few of the applications that are explored.

Many front office property management systems are available, and they do not operate

identically. However, some generalizations about property management systems may

illustrate the nature of front office applications. A property management system consists of

sets of automated software packages that can support a variety of activities in front and

back office areas.


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Four common front office software packages are designed to help front office employees perform functions related to:

• Reservations management• Rooms management• Guest account management• General management

PMS FUNCTIONS e.g OPERA, IFCA, FIDELIOSelecting a Property Management System

This section focuses on the components that should be included when deciding to adopt a PMS. The decision-making process begins with understanding the importance of a needs analysis performed by a team of frontline staff members. The needs analysis should focus on the flow of the guests through the hotel and interdepartmental communication needs.

A review of administrative paperwork produced by management in all areas of the hotel is also a consideration. After management has gathered relevant data concerning the operational needs, it must objectively determine whether a computer will help to improve guest service. Other important concepts covered here include software selection considerations and computer hardware terminology. A review of how people interact with computers and how a hotel must make provisions while hardware is being installed is also offered. The importance of computer training and planning a backup power source for continued computer operation is reviewed. The often overlooked maintenance agreement and the very important financial payback complete the discussion of selecting a PMS.


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Property Management System

Today, most available PMS hardware is compatible with standard computer operating systems The PMS offered by OPERA, IFCA, FIDELIO and others.

2. FRONT DESK STANDARD OPERATING PROCEDURES 2.1 FRONT OFFICE MANUAL

i) GROOMING

Good grooming is how you look and how you present yourself. How you look accounts for 55% of impact on impression. An untidy and unclean appearance might be acceptable for eccentrics and geniuses but not for executives or those in the service industry. Most people lack the basic of grooming.


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a) UNIFORM AND PERSONAL APPEARANCES

WHAT TO DO MALE FEMALE

Shirt

• No tailored styles, must be an

appropriately sized standard fit

• Must be ironed

• Appropriate white singlet can

worn underneath

• No logos or emblems

• No tailored styles, must be an

appropriately sized standard fit

• Must be ironed

• Breast Pocket is optional

• Appropriate white or flesh colored

underwear must be worn underneath

• No logos or emblems

Trousers

• Tailored and fitted but not

tight

• No Pinstripes

• No Hipsters or low sitting

pants

• No flares or splits

• No jeans or chinos

• Plain Black belt, no bulky or

different colored buckles

• Tailored and fitted but not tight or figure

hugging

• No Pinstripes

• No Hipsters or low sitting pants

• No flares or splits

• No jeans or chinos

• Optional Plain Black belt, no bulky or

different colored buckles

Shoes

• Polished black sensible

shoes

• Closed / Covered at the toe

and the heal

• Round shaped toe, No

pointed toes

• No trainers, sandals or heavy

boots

• Polished black sensible court shoes

• Closed / Covered at the toe and the heal

• Round shaped toe, No pointed toes

• No sandals or heavy boots


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b) PERSONAL HYGIENE AND SANITATION

WHAT TO DO MALE FEMALE

Hair

•Neatly groomed, clean hair of a natural colour• Long hair is not accepted by our clients• Hair that hangs down onto the face is considered long• Short Back and Sides styled hair

• Neatly groomed, clean hair of a natural colour• Hair that touches your collar must be tied back in a plait, ponytail or a bun.• Hair is to be fixed with a discreet black hair band• Hair that hangs down onto the face should be secured with a spray / gel or a discreet black hair clip

Face

Clean shaven Some client may accept a goatee,

but no beards or moustaches. Please check with the allocations

• Make up is encouraged, but must always be in neutral tones• Neutral toned Lipstick / balm / gloss is encouraged, but bright lipsticks are to be avoided

Hand

• Neat clean hands and finger nails • Neat clean hands and finger nails• No nail varnish, this includes clear polish and any nail extensions

Jewellery

• A watch may be worn• A wedding and or an engagement ring may be worn• No necklaces or chains• No other jewelry to be worn, this includes earrings and other piercings

• A watch may be worn• A wedding and or an engagement ring may be worn• No necklaces• No other jewelry to be worn, this includes earrings and other piercings

Others

• No visible Tattoos• If you smoke, please use breath freshener or mints• Always use deodorant• No heavy aftershave

• No visible Tattoos• If you smoke, please use breath freshener or mints• Always use deodorant• No heavy perfume

Figure 10: Good Personal Appearances

i) COMMUNICATION SKILL


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Communication is the activity of conveying information. Communication has

been derived from the Latin word "communis", meaning to share. Communication requires a

sender, a message, and an intended recipient, although the receiver need not be present or

aware of the sender's intent to communicate at the time of communication thus

communication can occur across vast distances in time and space.

Communication requires that the communicating parties share an area of

communicative commonality. The communication process is complete once the receiver has

understood the message of the sender. Feedback is critical to effective communication

between parties.

a) VERBAL Verbal communication is one way for people to communicate face-to-face.

Some of the key components of verbal communication are sound, words, speaking, and

language. At birth, most people have vocal cords, which produce sounds. As a child grows it

learns how to form these sounds into words. Some words may be imitative of natural sounds,

but others may come from expressions of emotion, such as laughter or crying. Words alone

have no meaning. Only people can put meaning into words. As meaning is assigned to words,

language develops, which leads to the development of speaking.

ii) VOICE INTONATION Voice intonation is variation of pitch while speaking which is not used to distinguish

words. It contrasts with tone, in which pitch variation does distinguish words. Intonation,

rhythm, and stress are the three main elements of linguistic prosody. Intonation patterns in

some languages, such as Swedish and Swiss German, can lead to conspicuous fluctuations

in pitch, giving speech a sing-song quality. Fluctuations in pitch either involve a rising pitch

or a falling pitch. Intonation is found in every language and even in tonal languages, but the

realization and function are seemingly different. It is used in non-tonal languages to add

attitudes to words (attitudinal function) and to differentiate between yes-no questions,

declarative statements, commands, requests, etc. Intonation can also be used for discourse

analysis where new information is realized by means of intonation. It can also be used for

emphatic/contrastive purposes.


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http://en.wikipedia.org/wiki/Yes-no_question

http://en.wikipedia.org/wiki/Swiss_German

http://en.wikipedia.org/wiki/Swedish_language

http://en.wikipedia.org/wiki/Prosody_(linguistics)

http://en.wikipedia.org/wiki/Stress_(linguistics)

http://en.wikipedia.org/wiki/Isochrony

http://en.wikipedia.org/wiki/Tone_(linguistics)

http://en.wikipedia.org/wiki/Pitch_(music)

http://en.wikipedia.org/wiki/Message

http://en.wikipedia.org/wiki/Information

ii) GOOD COMMAND OF LANGUAGECommunication is the way of expressing your ideas and feelings with guest in a right

way. A person who has good command over communication skills can express his ideas and feelings in a better way. On the other hand, if a person has not the ability to communicate well, then how he can tell about his ideas to others. It has also been noted that people only listen to the talk of that person who is the best in communication skills. Such persons know how to engage the people in a right way. Their experience in communication skill helps them a lot to handle any situation easily.

iii) CLEAR AND PRECISE

A staff must able talks in a language which is understood by the guest with clear and precise. If you will use any other language then other listeners will not be able to understand you. Effective communication skills enable a person to overcome these problems.

2.2 SAFETY MANUAL

Workplace safety and health orientation begins on the first day of initial employment or job transfer. Each employee has access to a copy of this safety manual. Supervisors will ask questions of employees and answer employees' questions to ensure knowledge and understanding of safety rules, policies, and job-specific procedures described in our workplace safety program manual. All employees will be instructed by their supervisor that compliance with the safety rules described in the workplace safety manual is required.

i)EVACUATION PROCEDURES & GUEST ASSEMBLY POINT on hearing the evacuation signal evacuate the building immediately do not stop to gather personal belongings do not use the lift give assistance to persons who may need it – if safe to do so make your way to the emergency assembly point

ii) PERSON IN CHARGE

The best way to prevent harm in the event of an emergency is to have a proper plan in place. Emergency exit procedures should be taught to the occupants of a structure so they are informed in the case of an emergency. The best safety device is an effective emergency exit program. Employers are mandated by law to notify workers of emergency procedures during job training.


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iii) BASIC FIRE FIGHTING SKILLSIt is a device that can control and fire fighting in the early stages. (fire aid firefighter)

- Manually operated

- Control and effective fire fighting with the class of fire

How to use equipment fire extinguisherThere are various types and sizes of fire extinguishers. How to use or conduct of which is

as follows:

i. Select the type of fire extinguisher suitable.

ii. Follow the wind direction during use

iii.Practice use of PASS

Method / system p.a.s.sP - Pull - Pull / pull the safety pin

A - Aim - Point the nozzle towards the fire source

S - Squeeze - Press the "lever" where an extinguishing agent is injected out

S - Sweep - send the nozzle / hose to the left and right to speed up the deletion process


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By law, fire-fighting equipment such as fire extinguisher is required to be available in a public or private venue, whereas fire hose must also be available in a hotel outlet. It must be able to operate such equipment and must check whether the type of fire equipment is available, functional and not outdated. Verify the location of such equipment and make sure they are within easy access. Read the instruction of how to use a fire equipment and be alert on how to use it in case of emergency.

Types of classes use for Fire Extinguisher


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3. ESTABLISHMENT FACILITIES AND SERVICES

3.1 ESTABLISHMENT FACILITIES

Business centre

A place provided to the guest especially business guest with secretarial services, local and international courier services, photocopying, printing, facsimile, email and free internet access.

F&B outlets

It takes care of the food and beverages that are procured or prepared by the hotel and served to guest such as Coffee House, Japanese Restaurant, Italian Restaur-ant and others.

Other Facilities

No-smoking floor Health & Wellness Club Entertainment outlets Baby sitter Special need services (OKU) 24-hours reception and security 24-hours room services Health centre with sauna Travel agent Safe deposit boxes Laundry and dry cleaning Electronic keycard system Postal and concierge service Complimentary newspaper Currency exchange


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QUESTION :

1. What is the brief definition of front office ?Front office is the most important department because it has the most guest contact. Guest makes their first contact with front office staff when they arrive at a hotel. The hotel’s first impression depends on the services provided by the front office staff. Therefore the front office staff gives a significant impact on the hotel image. The function of the front office includes reservation, registration, room and rates assignment, room status, guest services and cashiering. Normally, front office operates 24 hours a day with three main shifts divided among the staff.

2. What is the standard grooming for Front Office staff ? Explain Hair, hand, nail, uniform, shoes and etc

3. What is the duties of a concierge ? Ensuring guest satisfaction Arranging tours, limousine and entertainment tickets Maintaining good relationship with hospitality industry Personal helper for VIP Provide latest information of events

4. What is the three main shift hours to the front office staff? Morning-day shift 7am – 3 pm Day-evening shift 3pm – 11 pm Night shift 11pm – 7 am

5. Why is the organizational chart important in a hotel? A hotel is clearly an organization because it has certain goals which need to be achieved. The main goal is to bring guest to stay in the hotel as this will make a lot of profit. In order to achieve its goals, plans and coordination’s of activities between departments need to be smooth.

6. What is the three main functions of the front office?

Sell guestrooms, register guests, and assign guestrooms. Process future room reservations, when there is no reservations department or when

the reservations department is closed. Provide information about the hotel, the surrounding community, and any attractions or

eventsof interest to guests.

7. What is the three main function of telephonist ?

Processing all incoming and outgoing calls Give morning wake-up call and taking messages Must be able to deal with crises up to and including life-threatening that tracks

guest phone calls and posts billing charges to lodging establishments.

8. What is the four main function of receptionist ?


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Greeting guest and verifying guest Providing information about and directions to local attractions Handling check-in and check-out and do registering guests. Assigning rooms and dispensing guest room keys

9. What is the two main function of reservation staff ? Handling guaranteed and non-guaranteed reservation Providing management information to other departments

10. What is the three main function of cashier staff ?

Receiving payment Handling foreign currency Processing guest checkouts and guest legal tender and providing change for guests.

11. What is the three main function of night auditor ? Processing guests’ accounts Verify that revenue from all sources is accurately balanced and stated in the property

management system; investigate, correct and follow up on any discrepancies Effectively maximizes inventory levels during high occupancy/sold out nights

12. Housekeeping department is the most liaison department to the front office department.How do describe example situation of housekeeping department related to the front office department?A front desk staff cannot assign a guestroom until the room has been cleaned, inspected and released by the housekeeping department.

13. How do describe food and beverage department related to the front office department?Food and beverage department needs front office staff to provide information to guests about operating hours, menu and location in the property.

14. What is the function of Property Management System (PMS) ?Property Management System (PMS) is the contains a set of computer software packages that supports a variety of front and back to the house activities.

15. How to use p.a.s.s system ?P - Pull - Pull / pull the safety pinA - Aim - Point the nozzle towards the fire sourceS - Squeeze - Press the "lever" where an extinguishing agent is injected outS - Sweep - send the nozzle / hose to the left and right to speed up the deletion process


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REFERENCES:1. James A. Bardi (2007) Hotel Front Office Management ISBN No. 978-0-471-68710-8, John

Wiley & Sons Inc

2. Ahmed Ismail (2002) Front Office Operation and Management ISBN No. 07668-2343-1, Thomson Delmar

3. Sue Baker, Pam Bradley and Jeremy Huiton (2000) Principles of Hotel Front Office Operations ISBN No. 0-8264-4709-0, British library


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