DEPARTMENT
: B.SC HOTEL MANAGEMENT & CATERING SCIENCE
YEAR
:
SEMESTER
: FOUR
SUBJECT
: FRONT OFFICE OPERATIONS - II
UNIT
: IV
II
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Syllabus:
Guest information given to other departments, - bell desk, h/k dept, sales, accounts,
engineering dept Importance of logbook; reservation; reception; mail and information; bell
desk; front office cashier; telephones Functions of information dept, handling a guest mail
and messages, registered and insured mail, guests tickets and special requests, information
binder, lobby hierarchy. Duties of bell desk, luggage handling; running errands; vending
stamps; scanty baggage; control on bell captain; concept of concierge
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How will you convey guest information between front office and other department?
All hotel departments and sections are interrelated in their operations. Very often, the work of one
section or department depends on that of another. Because of this, there must be a constant flow
of information between them.
The front office is the centre of guest transactions in a hotel and the reservation desk usually acts
as the centre for the collection and distribution of guest information. The guest information is
passed on to the various allied department like house keeping, sales, accounts an management.
The important information about guest is informed to front office allies like concierge, cashier
and telephone.
To the Reception department
Reception department needs the information about guests who are checking in, and the
department needs information on expected arrivals and anticipated departures, so that they can
check mail and ensure key control, special requests, VIPs and so on, from the reception
department. The department plays an important role in maintaining the resident guest records.
To the housekeeping department
The house keeping department needs information on departures and stay-on rooms in order to
organize room-cleaning schedules. It also needs details on special requests so the extra amenities
and services can be arranged for specific rooms, as well as any VIP arrivals. House keeping
provides information to front office on room status which shows the number of guests occupying
each room and the current status of the room is known as house keeper’s report.
To the sales department
The sales department will need to have information on the room availability, so that it may make
reservation for groups, tours and corporate booking.
To the accounts department
concerning the amount of advance deposits received by the reservations department
and payments received by the front office cashier must be recorded and passed on to the accounts
department. This department is responsible for the monitoring of guest accounts, credit limits and
seeking prompt settlement of ledger accounts. The department is also responsible for compiling
the list of credit-approved companies, which is needed by the reservations and front office
departments.
Information
To the management department
The management information needs in the form of wide range of daily and monthly reports by
having accurate, up to date information, So that management can make decisions based on facts
rather than intuition.
What do you mean by log book?
The main purpose of log book is to enter important happenings in the hotel which will enable the
operator to know of the same. When dealing with calls which may be received in connection
with these happenings, it is important that every operator goes through this log book every day
before the commencement of his duty. The log book will also contain details regarding the stay of
VIPs in the hotel.
What are the functions of Reservation department?
The main function of the reservation department is to make bookings for the guest or not. The
Reservation manager or F.O manager would decide whether to stop taking bookings, or to
continue and become over booked. The reservation department takes booking which may be mad
by telephone, fax, mail or e-mail. They keep records of the number of bookings taken for each
night, and record all the relevant details of each booking.
What are the duties of reception department?
The main duty is to see that a hotel achieves the maximum revenue and the highest level of room
occupancy possible. It is also the main responsibility of the front desk to maintain a high profile
with the guests and also with the other departments. The reception desk prepares for the guest
arrival, greet the guests when they arrive, check the guest into the hotel, assign suitable rooms
and check the guests, and method of payment.
What are the duties and responsibility of front officer cashier?
The cashier supervisor has full responsibility for all of the cash and methods of payment by
guests. In some of the hotels cashiers report directly to the accounts manager, rather than to the
front office manager.
What are the functions of Information department?
The main functions of I.T department are follows
1. To distribute room keys to registered guests in hotel, answering incoming calls for guest
and report to the guest
2. Handle all guest mail, parcels telegrams as per laid down procedures
3. Answering queries on house facilities and places of interest, giving information like
timmings, road maps, hotel guide and helping in guest payment.
4. Maintaining guest racks alphabetical and sign departure errand cards in acknowledge of
receipt of room key for departing guest.
How will you handle guest mail and messages?
The mail and information counter is normally found only in very large hotels, has generally been
incorporated into the porters or reception departments. The department is responsible for dealing
with guest visitors, keys and delivers mail and messages. They would also carry a supply of local
postage stamps and stationery. In many hotels now have business center which provide
secretarial services, fax and computer facilities for the guests. These centers relieve the mail and
information desk of some of the specialist information and requests made by business people.
How do you handle registered mail?
If the items of value are sent through the mail, the sender usually registers the package. When a
package is delivered to a hotel, a staff member must sign the post mans receipts of delivery. On
receiving the envelope or package, a hotel accepts responsible for the mail. The register mail
should be noted in the register mail record book is shown below.
s.no
Room
no
Guest
Name
From
Description
of the mail
Date&
time of
receiving
Received
by
Date &
time of
receiving
Delivered
Sign
remarks
To
What are special services provided to guest?
Guest may ask for the special information at any of the desks in the foyer.
The special request consists of transportation, entertainment, general information and local
facilities.
Areas
Information given
Entertainment
Clubs, bistros, night life and up to guide of
what is on at cinemas, live theatres and
exibihition.
Transportation
Time-table for buses, trains and airlines
General information
Street maps, telephone numbers, religious
information, list of specialist doctor, local
travel agent and tour operators.
Local facilities
List of hair dressers,chemists,book shops,
shopping malls etc
How will you keep information binder?
Guest information binder is a folder consists of personal details, type of guest (company or
leisure), and mode of payment (if he/she is a regular guest). The binder is alphabetically racked
in the front office department.
Laid queries incorporated
Mobilize bistros chemists
What are main duties of Bell desk?
The bell desk is located in the parallel to the front desk, the main duties of bell desk.
- Handle guest arrival, and take baggage from the car in the porch.
-Escort the guest to the room on arrival and departure.
-To collect the keys from guest and to check the room on vacating.
-Keep an eye on unwanted guests in hotel.
-Handle baggage of guests when they are shifting to another room.
-Distribution of newspapers to guest room.
-To store emergency medicine on the request of house doctor.
What are the ways of handling luggage?
At the end of each day’s operation, the porter will receive two lists from the front desk. The
arrival and departure lists for the following day. These two lists will include arrival and departure
time of the guests, names of the guests, special request and flight/rail details. The details in hand,
porter can mobilize their staff to assist guests who are part of group.
What are the responsibilities of bell captain in bell desk?
- control
-Attend the guest complaints and handle telephone call in the absence of
assistance or lobby manager.
- check the sale of postage stamps and stationery to guest.
-Maintain record of guest with scanty baggage and inform to senior manager in
lobby.
-Conduct daily briefing to lobby attendees
-Co-ordinate and control the distribution of morning news papers in time.
Test your knowledge
1. What is the information is passed to various departments?
2. How will you maintain log book.
3.What are the functions of reservation department?
4.write the important duties of reception department ?
5. What are the functions of information department?
6. How will you handle register mail and messages?
7. What are the special information given to the guest?
Key words
Ensure organize accurate Intuition Commencement Amenitie Laid queries incorporated
Mobilize bistros chemists
s Information Monitoring Interrelated Flow