JABATAN PEMBANGUNAN KEMAHIRAN
KEMENTERIAN SUMBER MANUSIA
ARAS 7 & 8 BLOK D4, KOMPLEKS D
PUSAT PENTADBIRAN KERAJAAN PERSEKUTUAN
62502 PUTRAJAYA
KERTAS PENERANGAN
( INFORMATION SHEET )
KOD DAN NAMA
PROGRAM /
PROGRAM’S CODE &
NAME
NO. DAN TAJUK UNIT
KOMPETENSI /
COMPETENCY UNIT NO.
AND TITLE
TAHAP / LEVEL
NO. DAN PENYATAAN
AKTIVITI KERJA / WORK
ACTIVITIES NO. AND
STATEMENT
ID UNIT KOMPETENSI /
COMPETENCY UNIT ID
HT-110-3:2011 – GUEST SERVICES OPERATION
C01 : RECEPTION ACTIVITIES HANDLING
3 (THREE)
1. IDENTIFY RECEPTION ACTIVITIES HANDLING
REQUIREMENT
2. PREPARE ARRIVAL ACTIVITIES
3. CARRY OUT GUEST ARRIVAL ACTIVITIES
4. ATTEND GUEST ENQUIRIES AND NEEDS
5. CARRY OUT BILL SETTLEMENT ACTIVITIES
6. CARRY OUT PRODUCT SALES ACTIVITIES
7. ATTEND RESERVATION NEEDS
8. CARRY OUT FILING ARRANGEMENT
9. PERFORM TELEPHONIST FUNCTION
10. EVALUATE RECEPTION ACTIVITIES HANDLING
EFFECTIVENESS
11. PRODUCE RECEPTION ACTIVITIES REPORT
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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.
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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
Day-evening shift
Night shift
7am – 3 pm
3pm – 11 pm
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
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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.
General
Manager
Sales
Executive
Sales
Clerk
Front
Office
Manager
Supervisor
Receptionist
Executive
Housekeeper
Chambermaid
F&B
Manager
Finance
Manager
Captain
Waiter
Chef
Account
Clerk
Commis
Cashier
Steward
Figure 2: Hotel Organization Chart
Security
Manager
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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.
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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
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.
a)
•
Maintain accurate room status information.
•
Maintain guest accounts and monitor credit limits.
•
Produce guest account statements and complete proper financial settlement.
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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




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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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iv)
v)
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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.
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.
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.
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.
Security
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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
Property Management System
PMS FUNCTIONS e.g OPERA, IFCA, FIDELIO
Selecting 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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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
Shirt
MALE
• No tailored styles, must be an •
No
tailored
FEMALE
styles, must
appropriately sized standard fit
appropriately sized standard fit
• Must be ironed
• Must be ironed
be
an
• Appropriate white singlet can • Breast Pocket is optional
worn underneath
• Appropriate white or flesh colored
• No logos or emblems
underwear must be worn underneath
• No logos or emblems
Trousers
• Tailored and fitted but not
• Tailored and fitted but not tight or figure
tight
hugging
• No Pinstripes
• No Pinstripes
• No Hipsters or low sitting
• No Hipsters or low sitting pants
pants
• No flares or splits
• No flares or splits
• No jeans or chinos
• No jeans or chinos
• Optional Plain Black belt, no bulky or
• Plain Black belt, no bulky or
different colored buckles
different colored buckles
Shoes
• Polished black sensible
• Polished black sensible court shoes
shoes
• Closed / Covered at the toe and the heal
• Closed / Covered at the toe
• Round shaped toe, No pointed toes
and the heal
• No sandals or heavy boots
• Round shaped toe, No
pointed toes
• No trainers, sandals or heavy
boots
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b) PERSONAL HYGIENE AND SANITATION
WHAT TO DO
Hair
Face
MALE
•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
FEMALE
• 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
 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
• Neat clean hands and finger nails
• Neat clean hands and finger nails
• No nail varnish, this includes clear
polish and any nail extensions
• 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
• 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
Hand
Jewellery
Others
Figure 10: Good Personal Appearances
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COMMUNICATION SKILL
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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GOOD COMMAND OF LANGUAGE
Communication 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 SKILLS
It 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 extinguisher
There 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.s
P - 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
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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.
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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
Restaurant and others.
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Other Facilities
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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.
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8.
10.
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What is the four main function of receptionist ?
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9.
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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
What is the two main function of reservation staff ?
 Handling guaranteed and non-guaranteed reservation
 Providing management information to other departments
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 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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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