FRONT OFFICE SERVICES

ACCOMMODATION OPERATION

FRONT OFFICE TERMINOLOGY ABF

American Buffet Breakfast ACCOMODATION

Description of bed type and location of a particular room.

ADVANCE DEPOSITMoney requested by the room clerk

during the check-in of a guest. This applies when the said guest did not make an advance reservation and is unable to produce any of the credit cards acceptable to the hotel

A LA CARTEA menu from which items are chosen and paid for individually. This type of agreement is included in any tour.

AMERICAN PLAN (AP)Hotel accommodation where room, breakfast, lunch and dinner are included in the room rate. Meals are usually table d’hote.

BACK OF THE HOUSE Areas of the hotel or motel where there is

n guest contact; for example, the kitchen, linen room, back offices, etc.

BILLING INSTRUCTIONSSpecific instruction for the charting of a guest accounts to his company or his home address or to another person or company assuming responsibility for the guest’s bills.

BOOK TO CAPACITYRefers to situation when the hotel has

accepted the maximum number of reservations and is unable to take any more without being placed in an overbooked capacity.

CASH-ADVANCE GUESTOne who did not make an advance reservation or who looks suspicious or doubtful in anyway. This type of guest will be asked to pay “Cash In Advance” for all charges he may incur.

CHECK-OUT TIMETime designated by the hotel for guest to vacate his room at completion of stay. Check-out time is normally at 12:00 noon.

CONTINENTAL BREAKFASTThis generally consists of beverage, (coffee, tea, cocoa, or milk), rolls, butter or jam or marmalade.

COMMISSIONMoney sent to travel agents as payment for sending a guest to a hotel. The normal percentage is 10% for travel agents based abroad and 15% for local agencies based on the actual room rate applied.

COMPrefers to a room that is

complimentary (no charge) CONFIRMATION

A written agreement between a hotel and a future guest showing details of their reserved accommodations.

CORPORATE RATERate set by the hotel for all guests whose bookings are made by company based on the Hotel Corporate List.

CONTINENTAL PLAN Lodging and continental breakfast are included in the room rate.

DAY USE RATEAmount applied to rooms between 6:00AM and 6:00PM of the same day.

DAY USEA room used for only a portion of a day.

DEPARTURE DATEThe actual date the guest will check out of the property.

DNAStands for DID NOT ARRIVE.

DUE OUTPerson expected to check out but has not yet vacated the room or paid his bill

EARLY ARRIVALGuest who arrived at a property before the date of his or her reservation.

EARLY DEPARTUREA guest who checks out before the originally scheduled departure date or time.

EFFICIENCYAn accommodation containing a kitchen facility.

FOLIOThe guest’s bill. It is created upon check-in and is used to record all guest charges and posting transaction.

FRONT OFFICEA broad term that includes the duties and functions involved in registering guests, posting guest charges, checking out guests, and controlling room status and availability. Also the term used to designate the front desk.

FRONT OF HOUSERefers to the departments or areas of the hotel or motel where there is a great deal of guest contract.

FULL HOUSEAll rooms are occupied; no room left to sale.

GMThe general manager or the hotel or motel; the property’s chief executive.

GUARANTEED NO-SHOW (GTD-NS)When a guest makes a reservation and assures payment for accommodation, but does not arrive or cancel the reservation.

HANDICAP ROOMSRooms with special features designed to make the stay easier for a handicapped person.

HOLD ACCOUNTSDesignated slot in the guest ledger bucket where C/O folios involving disputed charges, credit balances, rebates, etc., are placed for review by the manager.

HOSPITALITY SUITEA room used for entertaining. Usually a function room or parlor.

HOUSEKEEPER’S REPORTA form used by the front office and housekeeping departments to communicate to each other the current status of each guestroom in the property.

IDAn abbreviation for identification

INFORMATION RACKA file that list the registered guest and their room numbers; arranged alphabetically by guest name.

INFORMATION SLIPsecond part of a small two-part section of the folio indicating the guest name, room number, room rate, and check-out date.

JULIAN CALENDARA calendar system based on the 12-month year in which days of the year are numbered consecutively beginning with 1 and ending with 365. Every four years the system consist 366 days.

JUNIOR SUITEA room with a bed and “sitting area”. There maybe a small, separate bedroom connected to the living room or parlor. Also called a mini-suite.

LATE ARRIVALA guest with a reservation who expects to arrive after the property’s designated cut-off hour and so notifies the hotel or motel.

LETTER OF CREDITA company letter authorizing direct bill privileges for its representative. It must be approved by the hotel manager.

LOGA daily record of problems or situation that occurred at the front office that should be communicated to others in the property.

MAKE-UPA room that needs a routine, thorough cleaning before registering new guest for the room.

MASTER ACCOUNTOne folio prepared for a group (convention, company, tour) on which all group charges are accumulated. Also referred to as master bill.

MULTIPLE RESERVATION A number of reservation usually made under a group name. (maybe as individual reservation)

MODIFIED AMERICAN PLANRoom rate includes room accommodation, breakfast and lunch or dinner. It is also called demi-pension.

EUROPEAN PLANHotel accommodation where no meal is included in the price of the room.

TABLE D’HOTEA complete menu from which deviation may not be made without additional charge. In Europe, the menu hardly includes beverages.

ROLLAWAY BEDA portable single bed which can accommodate an additional guest.

ROOM CHANGEWhen a guest moves from one to another during his stay.

ROOM RACKThe rooms clerk board which has all the information of the rooms their status the names and rates of the guest staying.

ROOM RATEThe rate designated for a specific room.

RUN OF THE HOUSEA hotel terms to guarantee firm price which applies in any room in the house

UPGRADESituation where the guest is given a higher priced room at a lower rate.

VIPA person designated by management to receive a special treatment.

INTRODUCTION TO THE HOSPITALITY INDUSTRY

HOSPITALITY- refer to commercial services given to tourists and travelers by establishments like hotels, resorts, tour and travel agencies, restaurants, tourist attraction centers, heritage sites, theme parks, entertainment and relaxation centers like bars, theaters, sports complex and leisure centers.

HOTEL & ACCOMODATION FACILITIES

HOTELis a building,edifice or premises or

a completely independent part thereof, which is used fro the regular reception, accommodation or lodging of travelers and tourists and the provision of services incidental thereto for a fee.

RESORTis a place with a pleasant environment and an atmosphere that is conducive to a comfortable and healthful relaxation and rest, offering food, sleeping accommodation and recreational facilities to the public for a fee or remuneration.

TOURIST INN is a lodging establishment

catering to transients but does not meet the minimum requirements of an economy hotel.

APARTELis a building or edifice that has several independent and furnished or semi-furnished apartments, regularly leased to tourist and travelers for dwelling on a more or less long term basis and offers basic services to its tenants, similar to hotels.

PENSION HOUSEis a private or family-operated

boarding house.A tourist guest house or tourist

lodging house employing non-professional domestic helpers regularly catering to tourists and travelers, containing several independent lettable rooms, providing common facilities such as toilets, bathrooms, showers, living and dining rooms and kitchen with combination of board and lodging.

MOTORIST HOTEL (MOTEL)is a structure with several separate units, located along the highway with individual or common parking space at which motorists may obtain lodging and, in some instances, meals.

HOTEL CLASSIFICATION BY LOCATION

AIRPORT HOTEL-this hotel is located at the airport. -It work best for travelers who travel by air. - It is also the one chosen by airlines as venue for accommodation of lay-over passengers – those who wait for delayed flight, requiring them to stay overnight in a hotel)

DOWNTOWN or SUBURBAN-being located in downtown areas, this hotel is very accessible to business and commercial centers. - It is an ideal hotel for businessmen and shoppers who are in town for business ventures.

OVERVIEW OF FRONT

OFFICE OPERATION

Major Sources of revenue for the hotel

ACCOMODATION

ROOMS DIVISION/ ROOMS MAINTENANCE DEPARTMENT

Looks after all matters pertaining to room bookings and hotel accommodation.

ROOMS DIVISION/ ROOMS MAINTENANCE

DEPARTMENT

It consist of 3 sections: HousekeepingFront OfficeRoom Sales

FRONT OFFICE Attends to the bookings and registration of hotel guests.

HOUSEKEEPING SECTION

Looks after the cleanliness, orderliness and maintenance of guestrooms and public areas as well as provision for linen/laundry service.

ROOM SALES Handles room reservations and sales.

In smaller hotels and lodging houses, room sales is made part of the functions of the front office.

ORGANIZATIONAL CHART OF FRONT OFFICE

The front office operates through sub-units, which include:

1. FRONT DESK- looks after the registration of the hotel guests and serves as communication and information center.

2. RESERVATION SECTION- handles reservations for room

bookings either through telephone or direct persona contact.

3.BELL SERVICE - responsible for escorting guest during check in and check out, attending to their luggage and doing errands for the front desk.

4. TELEPHONE EXCHANGE- Handles the telephone

communication system to include: Answering incoming calls Receiving calls Disseminating messages Giving information to callers through

the phone Placing and receiving long distance

and overseas calls Screening calls and Other related matters

5. FRONT OFFICE CASHIERING-responsible for the settlement

of guest bill.

CONCIERGE/GUEST’S RELATION ASSISTANCE

- it is in this section that guests turn to for any kind of assistance like tour and travel assistance, directions to point of interest, confirmation of tickets and other services of this kind.

7. AIRPORT/TRANSPORT GUEST ASSISTANCE

- handles the transport of guests to and from the airport or other transport terminals

8. BUSINESS CENTER

- handles all transactions in the business center including computer service, fax, email, xerox, souvenir items, etc.

ORGANIZATIONAL CHART OF FRONT OFFICE IN LARGE HOTELS

FRONT OFFICE ORGANIZATIONAL CHART.docx

FO ORGANIZATION IN SMALL LODGING ESTABLISHMENTS.docx

JOB DESCRIPTION OF FRONT OFFICE PERSONNEL

SEQUENCE OF FRONT OFFICE SERVICE

Receiving/ processing

guests’ reservations

Reservation clerk

Blocking, Documenting

guest reservation

Desk Clerk

Welcoming/greeting the

guest, opening the door of his

vehicle, unloading the

luggage

Doorman

orBellboy

Attending to guest

registrationDesk Clerk

Settlement of guest’s

bill

Front Office

Cashier

Escorting guest to his room, carrying his

luggage, explaining room

facilities

Bellboy

Updating the room

status chart Desk Clerk

Preparing and

updating guest folio

Desk Clerk

Attending to all service request of guests, extending various forms of assistance like wake up calls,

delivery of messages,etc.

FO and Housekeeping

Staff

Updating guest account,

preparing billing

statement

Cashier

Bellboy

Assisting guest for check out

Bill settlement,

giving clearance for

checkout

Cashier

Thanking the guest, Bidding Goodbye

All Staff

HANDLING ROOMS RESERVATION

RESERVATION SECTIONis in charge of accepting

and processing all reservations for room accommodations.

It also serves as communication center as it handles inquiries on room rates and arrangements.

TYPES OF RESERVATION REGULAR RESERVATIONS

refers to an agreement that a hotel makes to hold a room until cut-off date and time. If the guest does not arrive by that time, the room maybe sold to other guests.

CONFIRMED RESERVATIONS

applies when the terms of reservation have been verified. Both the hotel and the reserving party agree on the dates, rates and billing arrangement, room type and other arrangements. This type of reservation is confirmed to the guest verbally or in writing through mail, email or fax.

GUARANTED RESERVATIONis an agreement that the hotel

makes to hold a room for a guest until the guest arrival and check out time.

in return, the guest assures payment for the room by credit card, company account or pre-payment. Unless the reservation is properly cancelled, the guest is billed for the room and taxed according to hotel policies and procedures.

DOCUMENTS FOR PROCESSING

RESERVATIONS

1. RESERVATION CHART- All future bookings are block-off in the reservation chart.

- It indicates the actual nu number of rooms reserved for any future date to as far as 2-3 years in advance.

2. RESERVATION SLIPS-all reservation slip are placed in the Room Status rack, with a color code.

- it indicates the name of the guest and the arrival date.

- a duplicate copy of the reservation slip is filed alphabetically by last name of guest by month. This will served as trace filed.

3.HANGING FOLDER

- this is where the records of al corresponding letters pertaining to guest reservations are kept Such records are filed according to the date of arrival.

4. INDIVIDUAL RESERVATION CARDS

- All records pertinent to each booking is contained in this card. This card is filled up by the desk/reservation clerk and will serve as a basis for preparing daily arrival list.