13341345 3 Front Office Accommodation Product And Hotel Guest
- 1. Front Office Operations Accommodation Product and Hotel Guest Amenities
- 2. Rooms Division Front Office Department Housekeeping Department PABX or PBX / Telephone Department Laundry Department Concierge/Bell Service Department /Porter Service
- 3. F.O. Operations Reservations Registrations Room and rates assignment Guest Services Room Status Maintenance and settlement of guest accounts as well as city ledger Creation of guest history by using guest history cardex
- 4. Reservations Availability of toll free telephone numbers Direct telephone calls Hotel sales representatives Travel agencies Telex/Fax E-mails Property networks
- 5. PABX Department PABX- hotel switchboard or private branch exchange Answering and distributing calls Monitor wake up calls Coordinate all the emergency calls Protect privacy of the guests
- 6. FRONT OF THE HOUSE Set proper service standards Enhance hotel’s image Make lasting impression
- 7. Personal Traits of F.O. Staff Reports on time With positive attitude Mature Maintains control and composure Smiles readily Pleasant, cordial and a people person
- 8. Personal Traits of F.O. Staff With sense of humor Smart Creative With good listening skills Flexible Innovative A team player With eye for detail
- 9. SKILLS With practical skills, knowledge and aptitude Mathematical skills (for cashiering and accounting tasks) Keyboarding (recordkeeping and computer operation)
- 10. Good Grooming Dress appropriately Observe proper grooming Use minimum jewelry Neat and always presentable
- 11. F.O. Staff 1. Uniformed Service department Bell Attendant Door Attendant Valet Parking Attendant Transportation Personnel Concierge
- 12. F.O. Staff 2. Front Desk Receptionist Front Desk Agent Cashier Mail and information clerk
- 17. Bellman/ Bellboy/ Bellhop Palm Garden Raffles Singapore
- 18. Doorman
- 19. Hotel Concierge
- 20. Accommodation Product One of the main products provided by a hotel One of the largest sources of income A guest purchasing accommodation also receives other facilities and benefits such as ambience, décorations and security
- 21. Types of guest rooms Hotel guest rooms can be classified as: The number and size of beds Décor, Room size and View Special types of accommodation for particular types of guests Executive floor for business executives and presidential suites for VIPs
- 22. Number and size of beds Types of No. of No of room beds people/room Single 1 1 Twin 2 2 Double 1 2 Queen 1 2 King 1 2
- 23. Décor, Room size and View Type Size (2m) View Examples Décorations Standard single 23.5 Garden view Pine furniture Superior double 23.5 Sea view Pine furniture Deluxe twin 28.6 Sea view Rosewood furniture Deluxe double 28.6 Sea view Rosewood furniture Suite 105.9 Sea view Antique furniture
- 24. Executive Floors and Presidential Suites The Executive Floors Separate check-in procedures Meeting-room facilities Internet / Broadband service Separate breakfast room and bar areas
- 25. Executive floors and presidential suites Non-smoking floors Awareness of health conscious Women-only floors With sense of security Presidential suites Target up-market or wealthy clientele, and VIPs
- 26. Room Rack Rate / Full Rate Normal standard rate for the room with no meals included Corporate / Commercial rate Rate agreed between a company and hotel for all individual room reservations Group rate Rate agreed between travel agent and hotel for group room reservations
- 27. Room Rates IT rate Rate agreed between travel agent and hotel for all individual room reservations Crew rate Rate agreed between airline and hotel for their airline crew room reservations
- 28. Hotel Brochures and Tariffs Sales and marketing tools Help to sell the accommodation food and beverage, facilities and services of a hotel Tariffs are usually printed separately as an insert
- 29. Types of hotel guest Hotel guests can be classified according to their: Purpose of visit Group size Origin
- 30. Purpose of visit 1) Pleasure (Leisure) travelers Known as tourists Sightseeing or entertainment Highly seasonal Attracted by special festivals, sports or cultural events Price-sensitive
- 31. Pleasure travelers Domestic tourists Week-ends, special functions &activities Foreign independent travelers (FITs) Require accommodation only Group inclusive tours (GITs) Packaged tours & lower expenditure Special interest tours (SITs) Shopping purposes, golf tour
- 32. Purpose of visit 1) Business travelers Carrying out business Largest sources of demand for accommodation Types of business traveler Individual business travelers Corporate business travelers Conference participants
- 33. Group size Independent traveler Travels alone For business or pleasure Group booking Book through travel agent Travel agent acts as a representative Receives commission
- 35. Selection of a hotel Advertisements Recommendations (words of mouth) Location of a hotel Pricing Preconceptions of a hotel
- 36. Guests and their needs Business traveler Ease in making a reservation Quick check-in Reliable and comfortable product Discreet meeting places (lounges, conference rooms) Early breakfast and quick check-out
- 37. FUNCTIONS of Front Office Sell guestrooms, register guests and assign rooms Process future room reservations, when there is no reservation department or when it is closed Coordinate guest services Provide information about the hotel, community, attractions or events
- 38. Functions of F.O. Maintain accurate room status information Maintain guest accounts and monitor credit limits Produce guest account statements and complete proper financial settlement
- 39. Guests and their needs Tourist Friendly front office staff Budget accommodation Convenient location
- 40. Room Status Terminologies Occupied: A guest is currently registered to the room. Complimentary: The room is occupied, but the guest is assessed no charge for its use. Stayover: The guest is not expected to check out today and will remain at least one more night. On-change: The guest has departed, but the room has not yet been cleaned and readied for re-sale. Do Not Disturb: The guest has requested not to be disturbed.
- 41. Room Status Terminologies Sleep-out: A guest is registered to the room, but the bed has not been used. Skipper: The guest has left the hotel without making arrangements to settle his or her account. Sleeper: The guest has settled his or her account and left the hotel, but the front office staff has failed to properly update the room’s status. Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest. Out-of-order: The room cannot be assigned to a guest. A room may be out-of-order for a variety of reasons including the need for maintenance, refurbishing, and extensive cleaning
- 42. Room Status Terminologies Lockout: The room has been locked so that the guest cannot re-enter until a hotel official clears him or her. DNCO (Did Not Check Out): The guest made arrangements to settle his or her account (and thus is not a skipper), but has left without informing the front office. Due out: The room is expected to become vacant after the following day’s checkout time. Checkout: The guest has settled his or her account, returned the room keys, and left the hotel. Late Check-out: The guest has requested and is being allowed to check out later than the hotel’s standard check-out time.