THE HOTEL INDUSTRY- INTRODUCTION
British law as a “place where a bonafide traveler can receive food and shelter, provided he is in a position to pay for it and is in a fit condition to be received” defines “Hotel” or “Inn”.
FRONT OFFICE – INTRODUCTION
The Front Office in a hotel is the department responsible for the sale of hotel rooms through systematic methods of reservation, followed by registration and assigning rooms to customers. The Front Office in a hotel holds prime importance in a view of the basic nature of business of a hotel, ie to sell rooms. Revenue collected from the sale of rooms contributes to more than 50% of the total hotel sales. The Profit percentage from sale of rooms is very high.
Front office has complementary role of image building, which is the first and the last point of contact of every guest. If one looks at each and every component of a front office role, one could have a better perception of this department. The title Front Office is a generic term to include a number of activities; smaller hotels are satisfied to call it simply Hotel Reception. Thus the role of the front office is thus to reserve, register, assign rooms to guests and act a s a continuous source of information to guests during their stay at the hotel.
Components of Front Office is as given below
• Telephones
• Reservation
• Reception
• Cashier
• Bell Desk
RESERVATION:
A section of Front office is called the Reservation. This section is the hub of the department. Requests for reservation of rooms from various sources are received and the information is processed, properly documented, stored and retrieved at the appropriate time to ensure a guest his room upon arrival. Room, the chief product of a hotel, being a highly perishable commodity, the reservation department ensures rooms are not allowed to perish.
RECEPTION:
The prime function of this section is to receive, register and assign. The personnel in this section actually welcomes and receive the guests and assign them a room after a few registration formalities. It remains as a continuous source of information during their stay. It controls the room keys, mail and messages. It is also equipped with all the information of the Hotel facilities and the city.
CASHIER:
This section plays a vital role as it deals with cash/Credit card & Cheque, clearance of the bills for the service rendered to the guests. He is responsible to operate the accounting machine and all the postings in it.
BELL DESK:
Bell desk is located in the Lobby of the hotel and the lobby attendants who are often called, as Bellboys or Bell Hops is responsible for baggage handling at the time of arrival and departure of the guests or during their stay. The bellboys are controlled by the Bell Captain and this team also runs petty errands for guests. Members of the team would have to be well groomed, socially confident, physically strong and clear in communication as they are in constant contact with guests.
QUALITIES OF FRONT OFFICE STAFF
As the Front Office is a critical department in a hotel in view of its revenue generating capacity and influence in image building, the staff working in it assumes a special importance.
Thus Front Office staff plays a role of:
• Salesmen - Motivates the guest to spend more on the various hotel facilities.
• Problem solver – guests invariably approach the Front Office for help in case they have a problem or complaint. The staffs have to be diplomatic and resourceful to solve the problem at the shortest possible time.
• Reference Point – Guests who want information or want to pass on information use them for this purpose.
• Co coordinators – since they are a reference point, the front office staff is required to coordinate with other departments, airlines, travel agencies and city tour offices to give the guest personalized service.
• Image Builders – As an extension to their salesman’s role, front office staff can certainly generate a good image for the establishment in their manner of dress, communication, personal conduct and efficiency.
In view of the important role they play, the front office staff must have the following essential attributes.
1. A high of personal grooming:
2. Personal Hygiene
3. Self Confidence
4. Communication must be clear and correct.
5. Diplomacy
6. Calmness to take the busy demands of Front office operation.
7. Ability to remember names and faces.
8. Good manners.
9. Ready smile.
10. Physical fitness.
11. Quick decision making ability.
Possessed with the attributes mentioned above, the front office staff could make a fine team that is an asset to the hotel.
FRONT OFFICE ORGANISATIONAL HIERARCHY OF HOTEL
Front Office Manager
Lobby Manager
Tel. Optr.
British law as a “place where a bonafide traveler can receive food and shelter, provided he is in a position to pay for it and is in a fit condition to be received” defines “Hotel” or “Inn”.
FRONT OFFICE – INTRODUCTION
The Front Office in a hotel is the department responsible for the sale of hotel rooms through systematic methods of reservation, followed by registration and assigning rooms to customers. The Front Office in a hotel holds prime importance in a view of the basic nature of business of a hotel, ie to sell rooms. Revenue collected from the sale of rooms contributes to more than 50% of the total hotel sales. The Profit percentage from sale of rooms is very high.
Front office has complementary role of image building, which is the first and the last point of contact of every guest. If one looks at each and every component of a front office role, one could have a better perception of this department. The title Front Office is a generic term to include a number of activities; smaller hotels are satisfied to call it simply Hotel Reception. Thus the role of the front office is thus to reserve, register, assign rooms to guests and act a s a continuous source of information to guests during their stay at the hotel.
Components of Front Office is as given below
• Telephones
• Reservation
• Reception
• Cashier
• Bell Desk
RESERVATION:
A section of Front office is called the Reservation. This section is the hub of the department. Requests for reservation of rooms from various sources are received and the information is processed, properly documented, stored and retrieved at the appropriate time to ensure a guest his room upon arrival. Room, the chief product of a hotel, being a highly perishable commodity, the reservation department ensures rooms are not allowed to perish.
RECEPTION:
The prime function of this section is to receive, register and assign. The personnel in this section actually welcomes and receive the guests and assign them a room after a few registration formalities. It remains as a continuous source of information during their stay. It controls the room keys, mail and messages. It is also equipped with all the information of the Hotel facilities and the city.
CASHIER:
This section plays a vital role as it deals with cash/Credit card & Cheque, clearance of the bills for the service rendered to the guests. He is responsible to operate the accounting machine and all the postings in it.
BELL DESK:
Bell desk is located in the Lobby of the hotel and the lobby attendants who are often called, as Bellboys or Bell Hops is responsible for baggage handling at the time of arrival and departure of the guests or during their stay. The bellboys are controlled by the Bell Captain and this team also runs petty errands for guests. Members of the team would have to be well groomed, socially confident, physically strong and clear in communication as they are in constant contact with guests.
QUALITIES OF FRONT OFFICE STAFF
As the Front Office is a critical department in a hotel in view of its revenue generating capacity and influence in image building, the staff working in it assumes a special importance.
Thus Front Office staff plays a role of:
• Salesmen - Motivates the guest to spend more on the various hotel facilities.
• Problem solver – guests invariably approach the Front Office for help in case they have a problem or complaint. The staffs have to be diplomatic and resourceful to solve the problem at the shortest possible time.
• Reference Point – Guests who want information or want to pass on information use them for this purpose.
• Co coordinators – since they are a reference point, the front office staff is required to coordinate with other departments, airlines, travel agencies and city tour offices to give the guest personalized service.
• Image Builders – As an extension to their salesman’s role, front office staff can certainly generate a good image for the establishment in their manner of dress, communication, personal conduct and efficiency.
In view of the important role they play, the front office staff must have the following essential attributes.
1. A high of personal grooming:
2. Personal Hygiene
3. Self Confidence
4. Communication must be clear and correct.
5. Diplomacy
6. Calmness to take the busy demands of Front office operation.
7. Ability to remember names and faces.
8. Good manners.
9. Ready smile.
10. Physical fitness.
11. Quick decision making ability.
Possessed with the attributes mentioned above, the front office staff could make a fine team that is an asset to the hotel.
FRONT OFFICE ORGANISATIONAL HIERARCHY OF HOTEL
Front Office Manager
Lobby Manager
Tel. Optr.
Guest Relation Asst.
F.O.Asst.
Bell Boys
Departments that Front Office Coordinates with:
Departments that Front Office Coordinates with:
• Lobby
Arrival: The bellboy escorts the guests from the main door with their luggage to the front office. Ascertains the number of luggage brought in to the hotel with the guest and tags every luggage. After the guest has been registered, the front office staff informs the bellboy of the room assigned and the guest is escorted to his room and his luggage is placed in the room.
Departure: The guest wishing to checkout of the hotel calls the bell desk for a porter to carry his luggage down. The bell desk informs the front office about the intention of the guest so that the cashier may prepare his bill. The bellboy informs Housekeeping desk attendant about the departure and checks the room thoroughly. Also checks the usage of the Mini bar. It is only after the front office is satisfied regarding the payment of the bills and retrieval of the room key they allow the bellboy to remove the baggage out of the hotel.
Shifting: Often the guest may ask for a change of room due to any compliant or not satisfied with the room.
• Housekeeping:
To keep a tight control on rooms, the housekeeping and front office have to closely coordinate. One way is through the room report whereby the housekeeping staff checks each room on every floor and advises their status through a report.
A discrepancy report is prepared by the front office on receiving the housekeeping room report. The front office compares the report with room rack for reconciliation of room status. Discrepancies noticed between the report and the rack is noted down in a separate report called discrepancy report. The room is physically checked again and the correct status is accepted for the reconciliation of room status.
Room Clearance Arrangement: When a guest checks out, the front office immediately informs the housekeeping desk or the floors, to clean the room so that it is ready for the sale again. Housekeeping in turn after cleaning the room, informs the front office about the room, which is ready for the sale.
Spl. Arrangement for Groups/VIP: the front office informs housekeeping to be alert on the Group and VIP arrival. Service has to be quicker and efficient. Housekeeping provides flowers in the rooms on the receipt of amenities voucher from Front Office.
• Accounts:
The front office cashier settles all the bills of the guest checking out, in the system and closes his shift, hands over all the Cash, Credit charge slip and the credit letter for the credit bills with the supporting vouchers to the chief cashier of Accounts department.
Night Auditor: The night auditor audits all the bills received by the front office cashier and prepare and prove for the calendar day.
• Room Service:
The room service is kept closely intimated on arrivals and departures. It is this department that provides food and beverage services to room and must be informed so as to raise the bill accordingly. The front office informs room service through amenities voucher, a list of expected, staying VIP guest so as provide VIP courtesies, Fruit basket, pastries flowers and cookies.
• Telephones:
This is another department that is informed about the arrival and departure of a guest so that when calls come for a particular guest it is fully knowledgeable about his/her presence in the hotel so that calls may be transferred to him or her. Also calls made by the guests are recorded and metered.
• Maintenance:
Responsible for the maintenance of all the furniture, fixtures and equipment and for rectifying the faults on the service rendered like, air conditioning, Plumbing, electricity.etc. When a room key is lost or missed, makes a duplicate key, besides changing the location of the lever by altering the lock and key plan of the hotel.
• Stores:
The store is responsible for the supplies of all stationeries.
• Sales:
There is very close coordination between the front office and the sales especially in soliciting their help in improving room sales on lean occupancy days. The front office also informs sales whenever an important who influences the business of the hotel checks in, so that a special attention can be given to him/her. Sales keeps the front office updated with the new agreements made with Travel Agents, Airline Crews and viable accounts.
FRONT OFFICE PROCEDURES ON EMERGENCIES
• Lost & Found:
This term in hotel parlance is referred to the items misplaced or lost by the guest in the hotel premises during his stay and checked out. The traced item is handed over to the Housekeeping department and the guest is intimated about the same as per the address furnished in the GRC. Apart from the register maintained by the Housekeeping desk, a Lost & Found slip containing the details of the item found is submitted to the front office. If the item is not retrieved back within a speculated period decided by the management, it is auctioned to the hotel employees. If any guest’s item is found in the public area, it is retained with the housekeeping department until a clear enquiry is done. After receiving the correct identity of the material lost and found from the guest staying, it is handed over to him. The General Manager is to be informed the status of the Lost & Found report on daily basis.
• Fire:
As soon as the fire is detected and intimated to Front office, the first thing to do is to inform the telephone department. Without raising any panic and with the knowledge of the General Manager, the front office should alert all the guests and inform them to use the staircase and not the elevator. The telephone exchange should be always manned during the fire to facilitate communications from one point to another. If the front office staffs have to get actively involved in the fire procedures then they should check all the rooms thoroughly, especially under the beds, in the closets or bathrooms to ensure no guest is left behind. They must guide the guest through the staircase and help in extinguishing the fire by the use of appropriate extinguishers. The personnel department in co ordination with the Maintenance department will organize periodic Fire Drill Training Session.
• Death:
In case of any death the front office should inform the General Manager, the Security Officer and call for the hotel doctor or coroner of the locality. An alarm is not raised or any guests informed of the fact. The General Manager may call for the Police. The body is removed through the staff entrance and the room is sealed till the police formalities are over. People known to the deceased are contacted through the address mentioned in the GRC.
• Accidents:
The House Doctor is called immediately on phone and informed about the nature of the accident and the condition of the guest. The doctor’s instruction must be followed immediately. Swabbing wounds with cotton wool and applying a coagulant such as iodine, alcohol or spirit or just plain aftershave lotion must stop bleeding. If a fracture is suspected the guest is not moved till the doctor arrives. Burns are to be treated with cream meant for the purpose. Water is never poured on burns as this will surely lead to blisters.
• Theft:
If a guest has stolen an item from the room then the value of the item is posted to his bill at the front office. This is a polite way of informing a guest of his misdeed. This must, however be done if one is absolutely sure that the guest is responsible. If a theft has taken place and the culprit is not known, the hotel security is informed giving all details. Such situation is to be handled by the Front Office Manager or any other senior executives.
Hotels often adopt certain precautions to avoid thefts.
1. Self-locking room doors.
2. Safety deposit lockers for guest’s valuables.
3. Watching guests with scanty baggage.
4. Avoiding giving room numbers to the visitors or guest names to telephone callers unless they give the name of the guests.
5. Strictly controlling the master key. Housekeeping staff is forbidden to open guest rooms for them. Guests are directed to the front Office that gives a written authorization to the guest to have the room opened.
6. Posting security personnel on floors.
7. Keeping all staircase, floors, and corridors well illuminated.
8. Reporting immediately any suspicious characters.
Arrival: The bellboy escorts the guests from the main door with their luggage to the front office. Ascertains the number of luggage brought in to the hotel with the guest and tags every luggage. After the guest has been registered, the front office staff informs the bellboy of the room assigned and the guest is escorted to his room and his luggage is placed in the room.
Departure: The guest wishing to checkout of the hotel calls the bell desk for a porter to carry his luggage down. The bell desk informs the front office about the intention of the guest so that the cashier may prepare his bill. The bellboy informs Housekeeping desk attendant about the departure and checks the room thoroughly. Also checks the usage of the Mini bar. It is only after the front office is satisfied regarding the payment of the bills and retrieval of the room key they allow the bellboy to remove the baggage out of the hotel.
Shifting: Often the guest may ask for a change of room due to any compliant or not satisfied with the room.
• Housekeeping:
To keep a tight control on rooms, the housekeeping and front office have to closely coordinate. One way is through the room report whereby the housekeeping staff checks each room on every floor and advises their status through a report.
A discrepancy report is prepared by the front office on receiving the housekeeping room report. The front office compares the report with room rack for reconciliation of room status. Discrepancies noticed between the report and the rack is noted down in a separate report called discrepancy report. The room is physically checked again and the correct status is accepted for the reconciliation of room status.
Room Clearance Arrangement: When a guest checks out, the front office immediately informs the housekeeping desk or the floors, to clean the room so that it is ready for the sale again. Housekeeping in turn after cleaning the room, informs the front office about the room, which is ready for the sale.
Spl. Arrangement for Groups/VIP: the front office informs housekeeping to be alert on the Group and VIP arrival. Service has to be quicker and efficient. Housekeeping provides flowers in the rooms on the receipt of amenities voucher from Front Office.
• Accounts:
The front office cashier settles all the bills of the guest checking out, in the system and closes his shift, hands over all the Cash, Credit charge slip and the credit letter for the credit bills with the supporting vouchers to the chief cashier of Accounts department.
Night Auditor: The night auditor audits all the bills received by the front office cashier and prepare and prove for the calendar day.
• Room Service:
The room service is kept closely intimated on arrivals and departures. It is this department that provides food and beverage services to room and must be informed so as to raise the bill accordingly. The front office informs room service through amenities voucher, a list of expected, staying VIP guest so as provide VIP courtesies, Fruit basket, pastries flowers and cookies.
• Telephones:
This is another department that is informed about the arrival and departure of a guest so that when calls come for a particular guest it is fully knowledgeable about his/her presence in the hotel so that calls may be transferred to him or her. Also calls made by the guests are recorded and metered.
• Maintenance:
Responsible for the maintenance of all the furniture, fixtures and equipment and for rectifying the faults on the service rendered like, air conditioning, Plumbing, electricity.etc. When a room key is lost or missed, makes a duplicate key, besides changing the location of the lever by altering the lock and key plan of the hotel.
• Stores:
The store is responsible for the supplies of all stationeries.
• Sales:
There is very close coordination between the front office and the sales especially in soliciting their help in improving room sales on lean occupancy days. The front office also informs sales whenever an important who influences the business of the hotel checks in, so that a special attention can be given to him/her. Sales keeps the front office updated with the new agreements made with Travel Agents, Airline Crews and viable accounts.
FRONT OFFICE PROCEDURES ON EMERGENCIES
• Lost & Found:
This term in hotel parlance is referred to the items misplaced or lost by the guest in the hotel premises during his stay and checked out. The traced item is handed over to the Housekeeping department and the guest is intimated about the same as per the address furnished in the GRC. Apart from the register maintained by the Housekeeping desk, a Lost & Found slip containing the details of the item found is submitted to the front office. If the item is not retrieved back within a speculated period decided by the management, it is auctioned to the hotel employees. If any guest’s item is found in the public area, it is retained with the housekeeping department until a clear enquiry is done. After receiving the correct identity of the material lost and found from the guest staying, it is handed over to him. The General Manager is to be informed the status of the Lost & Found report on daily basis.
• Fire:
As soon as the fire is detected and intimated to Front office, the first thing to do is to inform the telephone department. Without raising any panic and with the knowledge of the General Manager, the front office should alert all the guests and inform them to use the staircase and not the elevator. The telephone exchange should be always manned during the fire to facilitate communications from one point to another. If the front office staffs have to get actively involved in the fire procedures then they should check all the rooms thoroughly, especially under the beds, in the closets or bathrooms to ensure no guest is left behind. They must guide the guest through the staircase and help in extinguishing the fire by the use of appropriate extinguishers. The personnel department in co ordination with the Maintenance department will organize periodic Fire Drill Training Session.
• Death:
In case of any death the front office should inform the General Manager, the Security Officer and call for the hotel doctor or coroner of the locality. An alarm is not raised or any guests informed of the fact. The General Manager may call for the Police. The body is removed through the staff entrance and the room is sealed till the police formalities are over. People known to the deceased are contacted through the address mentioned in the GRC.
• Accidents:
The House Doctor is called immediately on phone and informed about the nature of the accident and the condition of the guest. The doctor’s instruction must be followed immediately. Swabbing wounds with cotton wool and applying a coagulant such as iodine, alcohol or spirit or just plain aftershave lotion must stop bleeding. If a fracture is suspected the guest is not moved till the doctor arrives. Burns are to be treated with cream meant for the purpose. Water is never poured on burns as this will surely lead to blisters.
• Theft:
If a guest has stolen an item from the room then the value of the item is posted to his bill at the front office. This is a polite way of informing a guest of his misdeed. This must, however be done if one is absolutely sure that the guest is responsible. If a theft has taken place and the culprit is not known, the hotel security is informed giving all details. Such situation is to be handled by the Front Office Manager or any other senior executives.
Hotels often adopt certain precautions to avoid thefts.
1. Self-locking room doors.
2. Safety deposit lockers for guest’s valuables.
3. Watching guests with scanty baggage.
4. Avoiding giving room numbers to the visitors or guest names to telephone callers unless they give the name of the guests.
5. Strictly controlling the master key. Housekeeping staff is forbidden to open guest rooms for them. Guests are directed to the front Office that gives a written authorization to the guest to have the room opened.
6. Posting security personnel on floors.
7. Keeping all staircase, floors, and corridors well illuminated.
8. Reporting immediately any suspicious characters.
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