Front Office Operations: Room Division and Guest Cycle, Essays (university) of Hospitality and Tourism

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FRONT OFFICE BASICS

DESINGED BY, MR.SUNIL KUMAR, LECTURER

Front office operations

The front office functions:

1 - Reservation

2 - Registration

3 - Room and Rate assignment

4 - Guest service

5 - Room status

6 - Maintenance and Settlement of guest accounts

7 - Creation of guest history records

The front office develops and maintains a comprehensive

data base of guest information, coordinate guest service,

and ensure guest satisfaction.

Work shifts

• The workload for the front office employees is

40 - hour weekly in most hotels.

Day shift 7 A.M. – 3 P.M.

Evening shift 3 P.M. – 11 P.M.

Night shift 11 P.M. – 7 A.M.

Job Description

• Job description is list of all the tasks that

compose a work position.

• Job descriptions include:

1. Outline reporting relationships

2. Responsibilities

3. Working conditions

4. Equipment and materials to be used

5. Other important information specific to the

place of employees.

Job Description

Well-written Job Description can be used:

• In evaluation job performance.

• As an aid in training or retraining employees.

• To prevent unnecessary duplication of duties.

• To ensure that each job task is performed.

• To determine appropriate staffing levels.

Job Description

Finally each employee in the front office

department should be given a copy of the J.D.

for his/her position, even before an

employment.

Room Division

• Room division is the most important department in the hotel in the term of providing quality guest service, because this division has a high degree of guest contact. And create the impression of a quality experience for the guest. The room division prepares its product (guest room) for the guest to stay. For example if the guest room does not meet the guest expectation, then there is a lack of quality will be perceived by the guest.
• Room division consists

1. Housekeeping
2. Reservations
3. Front office
4. Uniformed service (bell captain include :bell staff, valet parking personnel, doorpersons)
5. Transportation
6. Private branch exchange (PBX)- switchboard/telephone operators
7. Concierges (making reservation on airline, arrange babysitter, any other services out of the hotel which it can help the guest)

Room Division

• The structure of the room division is vary from hotel to hotel and the variations come from the differences in the:

1. The size of the hotel
2. Type of the service and Level of the service provided by different hotels
3. The geographic location
4. Local workforce skill levels
5. The organization preferences of management The three major subdepartments in the room division: 1 - security 2 - Front office (F.O.) 3 - housekeeping (H.K.) These subdepartments come under the control of the room division manager.

Front office

• Front office department include front desk,

reservation, PBX, uniformed service,

concierges.

• Each of these area is important in create a

positive experience for the guest of the hotel.

• Each of these area create an environmental

that will provide the highest level of guest

services.

Front office

• The duties of front office manager:

1. Supervise the department
2. Monitor guest service
3. assists the room division manager in compiling جمعinformation for reports
4. Assists in the training of front office employees.
5. Prepares the daily payrollسجل رواتب report, VIP room assignments توزيعات, and out of order rooms report.
6. Assists the RDM in the formulation and implementation of front office policies and procedures.
7. Prepare the weekly schedule of employees
8. Reviews and approves يوافق علىall room move and room rate changes
9. Handless guest complains and follows them up to reduce future complains
10. Assists the RDM in forecasting room availability to ensure that the optimal level of occupancy is attained.

Front office operations

• There are four stage for guest cycle:

• 1 - Pre-Arrival

• 2 - Arrival

• 3 - Occupancy

• 4 - Departure

Pre-Arrival

• The guest chooses the hotel during the pre-arrival stage.
• There are many factors which can affected on the choice of hotel:

1. Previous experiences with the hotel.
2. Advertisements.
3. Company travel policy.
4. Recommendation from travel agents.
5. Friends.
6. Business associates.
7. The hotel’s location or reputation.
8. Frequent traveler programs.
9. Preconceptions based upon the hotel’s name or chain.
10. Room rate.
11. The guest decision may be influence by the ease of making reservations.
12. How the gent describes the hotel and its facilities.

Arrival stage

• The front office agent must be familiar To sale

successfully with:

1. The hotel room type

2. Rate

3. Guest service

Be able to describe them in a positive manner.

Arrival stage

• Gathering all the important information in detail

at the time of reservation and registration

enhances the front office ability to satisfy special

guest needs.

• At check out the guest registration recorder may

become the primary data source for creating a

guest history record which record all the personal

and financial information about the hotel guest

which it can help the hotel in the marketing and

sales efforts