ELECT4: HOSPITALITY OPERATIONAL MANAGEMENT

Is considered the hub or nerve center of the hotel. It is the

department that makes a first impression on the guest and one that
the guest relies on throughout his or her stay for information and
service.
Members of The Front Office Staff welcome the guest, carry
their luggage, help them register, give them their room keys and
mail.
• Checking guests in and out of the property.
• Handles everything from selling rooms and interacting
with guests.
• Forecasting and scheduling.
• Handles emergencies and accidents.
 The Front Office operation consist of four primary
activities that are known in the lodging industry by the
following terms:

Check-in
Information
Check-out
Front office manager (FOM)
Refers to the process by which people become guests in a
lodging establishment. Check-in takes place in a reception
area or front desk. Here, guest register, are assigned
accommodation and pick up keys for these
accommodation.
 The goal of the information activity of the hotel or
motel is to serve the special needs of guests and
employees for information about:

• Guests
• Goods and services
 Refers to the process by which guests terminate their
status as guest of a lodging establishment. The goal of check-
out activity in the hotels, motels, and other lodging operations is
to accomplish the process.

During check-out, guests surrender the keys, verify the

accuracy of the bills, and settle their accounts. Guest accounts
may be settled in two basic methods: by some form of cash or
by credit card.
 IS RESPONSIBLE FOR:
Managing and training the Front Office staff.
Ensuring the front desk provides a professional and friendly
service for guests.
Dealing with guests.

The FRONT OFFICE and the HOUSEKEEPING are the two

main departments in the rooms division.
 Customer service is the focus of their job.
Usually situated at the venue's main entrance,
a door attendant/commissionaire is expected to
deliver a superior customer service.

They welcome guests and customers as

they arrive and ensure they leave the building
safely.
 Are ones whom guests meet first and last
when checking in and checking out of a hotel.
They receive and see off guests at the hotels.

Their role is to open the front door, carry

luggage, park cars, call cabs, give directions,
transport guests, and respond to guests' need
whenever required.
 Responsible for registering guest
when they arrive.

Provide many guest services,

working in the lobby or reception
areas of hotels, motels, resorts and
other accommodation facilities.
RESERVATION- refers to an arrangement by which
lodging operators hold accommodations for guest who will
be arriving at some later time.

RESERVATION MANAGER- who is the same level as front

office manager and reports directly to the director of
rooms or the director of sales.
RESERVATIONS
UNIFORMED SERVICES
TELECOMMUNICATIONS
FRONT DESK
• Telephone to the same property.( fax, letter, cable)
• Travel agents
• The internet ( Websites, Facebook, Twitter)
• Meeting planners
• Tour operators
• Referral from the other company property
• Representatives
• Walk- in
 Insures that the hotel will hold a room for guest until
the specific time of guest arrival.

Refers to the reservation where the client pays for

the first night prior to his or her arrival.
 Guests is informed about the cancellation time and
hotel can release the room after.

The hotel agrees to hold the room for the guest

until the stated reservation cancellation hour (usually 4-
6 p.m.) on the day of arrival.
The guest already confirm about his reservation.

A ROOM RESERVATION is treated as confirm when a request

comes in writing (fax, telephone, e-mail, telegram, etc.)

And is also replied in writing confirming the desired

accommodation at the specified price.
 All are in uniform. Employees who work in the
uniformed service department of the hotel generally
provide the most personalized guest service.
 Primarily responsible for the supervision of
all bell desk staffs, activities and also up
keeping of desk area.

THE BELL CAPTAIN is also responsible for

welcoming all guests to the hotel as well as
bidding them with a found farewell. He should
make sure all luggage, letter, courier and
message movements are tracked and
accounted.
This is a broad term that includes a wide range of
information transmitting technologies such as telephones
(wired and wireless), microwave communications, fiber
optics, satellites, radio and television broadcasting, the
internet and telegraphs.
 Is a vital part of the smooth running of the hotel.
Guest often first contact with the hotel by telephone. This
underlines the importance of prompt and courteous
attention to all calls. Communications operates twenty
four hours a day, in much the same way as the front
office does, having three shifts.
 The main desk at a hotel for checking in or out and
handling requests from guests.
 Consists of the following Departments:
FRONT OFFICE, RESERVATIONS, HOUSEKEEPING,
CONCIERGE, GUEST SERVICES, SECURITY, AND
COMMUNICATIONS.

Plays as an important role in working process of a

hotel. This is the first department contact with guests,
contribute to the profit and whole revenue.
 Is responsible for executive housekeeping and front
office. He/she manages the general operation of the front
office e.g. Reception, reservations, and concierge.
 Responsible to the General Manager for efficient and effective
leadership and operation of all the rooms division. They includes the
concerns such as:
• Financial responsibility
• Employee satisfaction goals
• Guest satisfaction goals
• Guest services
• Guest relations
• Security
• Gift shop
• Also known as “guest room”.
• A room primarily used for sleeping.
• Guest sleep for more than one night.
 Is a large room where
formal dinners or parties can be held.
Is ideal for business conferences and special occasions.
A room designated for official
or formal social gatherings or ceremonies
 Work in hotels and resorts to help people book their stay.
Reservation agents often work in call centers for the resorts and
take incoming calls for people interested in staying in the property.

They are friendly and efficient, helping guests find the right
accommodations to fit their needs, suggesting different packages or
amenities that the facility offers and asking questions to help
determine what the client needs.
 Is a record in the database of a
computer reservation system.

Consists of the personal information of the guest

upon entering or booking hotel accommodations.
 Is a call center that handles room reservation calls
and other related calls for a hotel chain or company.

Call centers usually consist of a large staff of

phone operators that answer incoming phone calls and
specialize as reservations agents.
 Is determining how many rooms you have in your
hotel, minus the amount of rooms you have sold.

This allows you to see how many rooms you have

available in your hotel for a particular day.
 A telephone call made according to a prior
arrangement to wake the person called.

A telephone call or signal to wake you in

the morning typically in a hotel.
 Is one of the first and most lasting impressions on a
hotel customer. Guest registration sets the tenor for the
stay and is, therefore a critical contact point.
 Requires a guest to enter or verify his or her
name, address, telephone number, email address,
company affiliation, and other personal data.

There is always a space for the guest signature

on the registration record.
 Considered as the master bill in the hotel which also known as the Guest
account card.

It contain all transactions of both cash and credit occurred by each

resident guest.

Just after the entry the front desk clerk create a guest folio with the
inclusion of:
• *Guest name *Room rate
• *Room number *Guest address
• *Date of arrival *Billing instruction to the cashier
• *Date of departure
 Resolves outstanding guest account balances and
verifies or authorizes method of payment.
 Includes which stores every reservation, folio, and
transaction forever, limited only by available disk space. When a
repeat guest makes a new reservation, the information from
past reservation is displayed and can be automatically loaded
into the new reservation.
 A plastic card, similar to a credit
card, containing data on an embedded
magnetized strip that can electronically
unlock a door and activate a machine.
 Is the ultimate resource for anticipating the future
performance of hotels key metrics- occupancy, ADR(Average
Daily Rate), RevPAR(Revenue Per Available Room)

One of the ways to increase the predictability of duration

of use or the length of the stay.
 Is an employment practice designed to make use of, or
provide service across, all 24 hours of clock each day of the
week. The practice typically sees periods of time during which
different groups of worker perform of duties.

The term “work shift” includes both long term night shift
and work schedules in which employees change or rotate shift.
 A systematic approach to managing to managing
front office operations.

THE FOUR STAGES OF GUEST CYCLE

• Pre-arrival
• Arrival
• Occupancy
• Departure
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