Front Office Operation( Diploma in Hotel Management)

Introduction to Front Office
Frontofficeis also known asthe faceofthe hotel. It is the first guestcontact areaandalso the nervecenter
of the hotel. All the activities and areas of the front office are geared towards supporting guest transaction and
services
Front Office Operation:
• The major functions that is performed as a part of the
Rooms Division Department are:
 Reservation, 
 registration, room & rate assignment

 Fulfills guest services and updates room status

 Maintains & settles guest accounts
 Creates guest history records
 Develops & maintains a comprehensive database
of guest information

 Coordinates Guest Services
• The sole priority of the Rooms Division Department is ensuring Guest Satisfaction, which happens when,
guest expectations match what the hotel provides.
• In order to achieve Guest Satisfaction, front office department should prepare:
a) Careful designed front office organization chart
b) Comprehensive goals, strategies and tactics
c) Planned work shifts
d) Well designed job descriptions
e) Well designed job specifications

Hierarchy of Front Office Department
General Manager
Front Office Manager
Asst. Front Lobby / Duty
Reservation
Office Manager
Manager Manager
GRE
Reservation Front Office Night Manager Business
Supervisor Executive Centre
Assistant
Reservation Front Office Night Auditor
Assistant Supervisor
Concierge
Front Office Front Office Door Man
Cashier Assistant
Chauffer
Trainee Valet

Duty & Responsibilities of Front Office and Lobby personnel
FRONT OFFICE MANAGER
Reporting relationship
1. Reports directly to the General Manager.
2. Supervises all Front Office sections and lobby area.
3. Maintains cooperative relationships between the Front Office and other Hotel divisions and
departments by encouraging communication between all areas of responsibility.
Duties and responsibilities
1. Daily checks on room‘s availability status for next 60 days.
2. Reviews room blocks and special requests.
3. Reviews and respond to the incoming correspondence.
4. Greets as many guests as time permits at the Front Desk and supervises workloads during shifts.
5. Handles guest complaints.
6. Monitors Guest History
7. Assists in promoting sales for the property as well as other units of the hotels.
8. Reviews all Front Office log books daily and pursues with appropriate action if necessary.
1. Supervises and administrate all Front Office operations.
2. Maintains the highest standard of services and be responsible for maximizing the on-day room revenue
by obtaining the highest percentage of occupancy and average rate with a proper control in the room
availability status.
3. Liaises with other members of the management team in Rooms Division and work together to the
interest of improving standards of service, percentage of yield, and the general working environment for
all staff members.
Staff development
1. Is responsible for the recruitment and induction of personnel for the department.
2. Supervises and carries out training for all staff to achieve desired results.
3. Administers, reprimands and takes disciplinary action when necessary.
4. Conducts periodic appraisals to ensure an effective communication between management and staff as
well as to upkeep the staff morale.
5. Identifies staff‘s weakness and develops strengths with a view towards succession planning.
6. Conducts periodic training on ‗Crises Management‘ and hotel‘s emergency plan of action to ensure
appropriate precautions and actions are taken at all times.
Communication & co-ordination
1. Liaises with Housekeeping and Engineering Departments on daily operations/projects involving guest
rooms and front of the house area.
2. Liaises with Marketing & Sales Department and Reservations Department for all group and conference
movements for future.
3. Liaises with Security Department on guest safety and security arrangements.
4. Liaises with Credit Office on credit arrangements and to ensure that credit procedures are being
followed.
5. Liaises with Marketing Department in relation to room sales promotion activities.
6. Liaises with Financial Controller‘s Office in relation to operation control aspects, such as cash-
handling, cash flow, and credit policies.
7. Liaises with Food & Beverage Department on daily operations including F & B services in the rooms,
car-parking requirements and F & B sales promotions.
8. Attends daily operational meetings.
9. Attends weekly Department Head Meeting, monthly Credit Meeting etc.
1. Maintains job descriptions for all positions and keep them updated.
2. Responds to incoming correspondences which are related to front office activities.
3. Enforces standard of dress, grooming and personal appearance as defined by hotel policy.
4. Prepares monthly reports with a breakdown of figures and revenue.

5. Prepares forecast reports.
6. Establishes guidelines and standards of Front Office operations.
7. Maintains, updates and enforces standards.
8. Reviews sequence of service with management periodically.
Planning, organizing and controlling
1. Prepare spring-cleaning schedules for guest room together with Executive Housekeeper.
2. Monitor and control department expenses.
3. Monitor Yield % effectively.
4. Verify with Reservations Department that accurate room status information is maintained and
properly communicated.
5. Plan and monitor staff vacation schedule.
6. Establish annual training program for the department.
7. Attend and observe technical skills training sessions organized by departmental trainer to ensure the
quality of service rendered to guests by all Front Office personnel are of the quality standard.
Budgets
1. Assist in preparation of annual budget on room sales revenue.
2. Prepare departmental budgets and objectives annually, with constant revision and observation.
3. Review payroll, and other operating equipment.
ASSISTANT MANAGER - FRONT OFFICE
Under the general direction from the Front Office Manager, assist to oversee and direct all aspects of Front
Office Operations. Ensure that the department's operations budget is strictly adhere to, and that all costs
are strictly controlled.
Relationship
1. Reports directly to and communicates to the Front Office Manager on all pertinent Front Office matters
affecting guest service and Front Office operation.
2. Provides functional assistance to the Front Office operational personnel.
3. Interacts with Hotel guests as well as members of the local community.
4. Cooperates and communicates to Front Office Section Heads.
1. Supervises Front Office staffs to ensure optimum occupancy and average room rate to maximize
revenue.
2. Monitors Front Office personnel to ensure guests always receive cordial prompt attention and
personal recognition.
3. Monitors Front Office personnel to ensure acknowledgment of repeat guests and other VIP receive
special attention and personal recognition.
4. Informs other operating department, such as Housekeeping, of all Front Office activities which involve
them.
5. Establishes and maintains effective employee relations.
6. Assists Front Office Manager in personnel functions related matters such as interview, appraise and
counseling.
7. Identifies training needs, assists to develop formal training plans and conducts training session.
8. Frequently inspects the cleanliness and orderliness of the Lobby, Front Desk at random and VIP rooms
prior to their arrival.
9. Be knowledgeable of all the Front Office standard operating procedure.
10. Keeps overtime hours to the minimum.
11. Monitors master key control.
12. Maintains continuous contact with Hotel guests to ensure that any problems or complaints are
handled promptly efficiently and courteously.
13. Reviews and completes credit limit report.
14. Assist the Front Office Manager in forecasting yield for future.
15. Assists to prepare the statistical report, forecast, annual budget, strategic plan and goal program.
16. Performs any other duties assigned from time to time
17. To ensure that all message, parcels and fax are handled and distributed properly.
18. To be constantly up to date on city and in-house activities and to up-sell the hotel at all times.

19. To maintain a high standard of personnel appearance and hygiene at all times.
20. To respond to any other changes in the department function as directed by the industry, company or
hotel.
LOBBY MANAGER
Job summary
Under the general direction from the Front Office Manager and Assistant Front Office Manager to act on
behalf the Hotel Management to ensure maximum levels of guest service and satisfaction are provided. To
continuously monitor staffs and operations and reporting deficiencies to management.
Relationship
1. Reports directly to Assistant Front Office Manager.
2. Interacts and cooperates with all the Departments within the Hotel.
1. Responsible for the overall day to day operation.
2. Monitors the Hotel personnel to ensure guests always received cordial prompt attention and personal
recognition.
3. Maintains the smooth operation of the Front Office operations.
4. Handles any guest problems according to agreed policy.
5. Ensures special handling for VIP arrival.
6. Be thoroughly understood the service offered by the Hotel, how and where these facilities could be
obtained and aware of all daily events of the day in the Hotel.
7. Using the Duty Manager check list, ensures that every single things are in order.
8. Greets all guest at all times in a friendly and helpful manner and attempts to learn and use guest name
at every opportunity.
9. Fully in charge in the absence of the Assistant Manager Front Office.
10. Reports any hazard to health or safety immediately to the Assistant Manager Front Office.
11. To co-supervise the key handling procedure ensuring maximum security.
12. Observes and assists other departments in the Hotel.
13. Responsible for the master key.
14. Receives information from previous shift Lobby Manager and passes on pertinent information to the
next Lobby Manager.
15. Frequently inspects the cleanliness and orderliness of each area of the Hotel.
16. Supervises Front Office Assistants to ensure all guest especially VIP receive cordial prompt attention
and personal recognition.
17. To continuously monitor operations, service and maintenance standards throughout the hotel and
report deficiencies to management.
18. To assist in the training of the employees ensuring that they have necessary skills to perform their
duties with the maximum efficiency.
19. To ensure that all staffs have a complete understanding of and adhere to the hotel's policy relating to
fire, hygiene, health and safety.
20. To ensure that all staff have a complete understanding of and adhere to the hotel's employee rules
and regulation.
21. To be constantly up to date on city, emergency telephone number and to up-sell the hotel at all time.
hotel.
23. Performs any other duties assigned from time to time.
RESERVATIONS SUPERVISOR
Job summary
Supervising the Reservation staffs in implementing Policies and Procedures under guidance of the Front
Office Manager,to provideand carryout anyotherduties assignedby the FrontOffice ManagerorResident
Manager
Relationship
1. Reports directly to the Front Office Manager

2. Interacts and cooperates with Sales, Front Office Assistant, Guest Relations, Accounting and
Housekeeping.
1. Responsible to the Front Office Manager.
2. Understands the entire Reservation procedure well according to the manual and the system.
3. Responsible for the Hotels worldwide Reservations in coordination as well as the local ones.
4. Handles correspondence, sorts letters, telexes, fax., cables.
5. Allocates daily tasks to Reservation staffs.
6. Daily reviews reservation booking and arrival report.
7. Prepares occupancy forecast.
8. Trains the Reservation staff accordingly and implement Policies and Procedures.
9. Liaise with the Sales Department in regards to occupancy, rates analysis.
10. Identifies top producing accounts to ensure proper recognition by Reservation staffs.
11. Prepares various production report and submit to concerned Department.
12. Monitors telephone manner and general performance of Reservation staffs.
13. Ensures special handling of VIP guests.
14. Reviews blocking of Suites room, and any other special group request.
15. Supervises group reservations.
16. Maintains cordial relations with commercial clients.
17. Informs the Front Office Manager when the Hotel availability status will be changed and prepares
necessary action.
18. Schedules work roster and maintains work position at all times neat and in order.
FRONT OFFICE ASSISTANT
Job summary
Responsible for the efficient requirement of VIP guest and visitor of the Hotel that they receive the high
standard of service as stated in the Hotel policy.
Relationship
1. Reports directly to the Lobby Manager.
2. Interacts and cooperates with all departments within the Hotel.
3. Cooperates with all Front Office personnel.
1. Prepares monthly report on Front Office Assistant activities and discuss how to improve the standard
of service.
2. Greets all guests at any time in a friendly and helpful manner and attempts to learn and use guest name
at every opportunities.
3. Takes personal interest and pride to ensure the Lobby area is kept clean and in order at all times.
4. To assign duties and responsibilities to subordinates, assisting the Lobby Manager.
5. Endeavors to maintain the high standards of the Hotel with regard to the importance of all clients
especially VIPs with reference to the Hotel and departmental goals.
6. Reports any hazard to health or safety immediately to the Lobby Manager, Front Office Manager or any
other appropriate Department Head.
7. Attends fire/emergency training programs and ensures that the Hotel and Governmental Fire and
Emergency procedures are well understood and abode by.
8. Be familiar with other Park Hotels.
9. Assists the Lobby Manager.
10. Informs other operation Department Heads of anything involving their Departments.
11. Checks-in/checks-out VIP as well as other guests.
12. Maintains continuous contact with Hotel guests to ensure that complaints are well handled in a
courteous manner.
13. Gets inputs for guest satisfaction.
14. Handles any guest problems and refers to the Lobby Manager if deemed necessary.
15. Be well groomed, has pleasant attitude and ready to offer assistance at all times.
16. Be thoroughly aware of VIP arrival and departure on day to day basis.

17. Ensure that departing guests have a positive impression of the Hotel services.
18. Always keeps a high standard behavior and appearance expected by The Park in his/her attitude
toward guests and employee alike.
19. Ensures that VIP room are blocked and inspected checked giving special attention to all amenities
prior to guest arrival for 100% readiness.
20. To ensure that all recurring guests are pre-registered.
21. To meet and greet all arriving VIP, ensuring that their needs are satisfied, their luggage is swiftly sent
to their rooms and that there are checked in a courteous and efficient manner with no delay.
22. To conduct training courses and refresher courses forexisting staffs.
23. To coordinate closely with the various department head to keep an effective communication.
24. To maintain a high standard of personal appearance and hygiene at all times.
25. To ensure that the department's operation budget is strictly controlled.
hotel.
28. To perform any other duties assigned from time to time.
RESERVATION ASSISTANT
Job summary
Under limit supervision of the Reservations Supervisor is responsible to :
- Record reservation on the various standard forms.
- Put into the computer system.
- Make Reservation for other International Hotels.
- Filing.
1. Reports directly to the Reservations Supervisor.
2. Interacts with any callers to Reservation Department and make appropriate action.
3. Interacts and cooperates with the Receptionist, Co-ordinator on Duty, Accounting/Credit Department
and Sales & Marketing Department.
1. Receives all Reservation request by phone promptly and politely.
2. Ensures that complete details are recorded.
3. Ensures all Reservations request by fax, letters and e-mails are replied properly.
4. Enters all Reservation into the system accurately using specified code to denote the source and type of
Reservation.
5. Ensures all guarantee letters and Travel Agent vouchers are received and approved by the Credit
Manager prior to guest arrival.
6. Keeps Reservations supervisor informed of VIP guest, convention or seminar, consular visit or any
special request.
7. Ensures up selling of rooms at the time of taking booking.
8. Be thoroughly familiar with future availability of current status and future dates.
9. Ensures to block room on special request.
10. Be familiar with other hotels and prepares to handle inter Hotel Reservation.
11. Maintains a neat and orderly work position at all times.
12. Review all expected arrivals one day prior to the arrival date.
13. Ensures preparation of weekly group arrival that has been confirmed.
14. To be in charge of the position of the Reservation Supervisor during his absence.
15. Performs any other duties assigned by the Management from time to time.
BELL BOY
Job summary
Under the general guidance and supervision of the Front office assistants and Lobby Manager, the Bell Boy
is responsibleto receiveand ensurecorrectdelivery ofguest luggageto and fromthe room,assists to guest
inquiries and requests, performs various errands for guest needs, comfort and satisfaction.
Relationship

Reports directly to the. Front Office Assistants
1. Interacts and cooperates with the Front Office Assistant, Lobby Manager, Room Boys and Security.
2. Interacts with other sections Lobby Manager as required.
1. Be well groomed, have a pleasant disposition and willing to offer assistance at all times.
2. Adheres to guest check in and check out procedure pertaining baggage handling.
3. To report for duty punctually, wearing the correct uniform and name tag at all times.
4. To promptly deliver only guests' message and fax in the hotel.
5. To maintain good working relationships with colleagues, and all other department.
6. Be thoroughly knowledgeable of the services offered by the Hotel, how and where the facilities could
be obtained and aware of the daily event in the Hotel.
7. Be fully conversant with emergency evacuation and fire procedures.
8. Handles promptly and correctly all guests luggage, avoid any confusion or embarrassment to the Hotel.
9. Be thoroughly aware of the daily arrivals and departures especially VIPs or groups.
10. Welcomes guests at the main entrance, greets appropriately, takes particular note of repeat guests.
11 Guides the guest to the Front Desk and waits behind the guest during the check in. Keeps an eye on
the Front Desk, prepares to receive the room key and key card from the Receptionist without delay.
12. After receiving the key and key card, asks the guest to follow him to the elevator. Upon reaching the
correct floor, show the guest to the room and always address the guest by name.
13. Enroute to guest room indicate the location of the nearest fire exit. Up sells the hotel restaurants and
other facilities to the guest.
14. To transfer guests' luggage to rooms in an efficient manner ensuring no damage is caused to the
luggage, furniture, fixtures and walls.
15. Before leaving the room, demonstrate briefly the operation of the radio, television, minibar and air
conditioning system, and turn on the bathroom light. Simultaneously verifies that guest supplies such as
soap, towels are adequate in proper place. When leaving the room, place the key and key card on the desk
in full guest view and do not obviously appear to expect any tip.
16. Do utmost to learn guests names, especially repeat and long staying guests greet as they come and go
through the Lobby, remain alert of the situations where assistance may be required by guests.
17. Accept baggage for safe keeping in the store room, following the procedure laid down in the Front
Office Manual.
18. To have a complete understanding of and adhere to the hotel employer handbook and adhere to all
regulation therein.
19. At all times stands at the station assigned by the Lobby Manager and follow further instructions.
20. Maintains cleanliness of the lobby area.
22. To maintain an accurate record of check-in and check-out guests.
23. Ensure that departing guests have a positive impression of the hotel services.
TELEPHONES SUPERVISOR
Purpose
Be responsible for planning, organizing, directing and controlling of all staff activities in the Telephone
Department with the objectives of achieving the highest possible standards of the hotel, and the maximum
telephone revenue.
Relationship
1. Reports directly to and communicates with the Front Office Manager.
2. Supervises Telephone Department operations personnel.
3. Co-operates, co-ordinates and communicates with other Departments all times.
1. Supervises the operators to ensure prompt, courteous and accurate handling of all telephone calls.
2. To ensure efficient and accurate implementation of all wake-
up calls for guests.
3. To maintain a close liaison with the Telephone Company to ensure efficient provision of telephone
services.

4. Ensure efficient provision of message relay services by supervising message-taking activities and
paging services for both hotel staff and guests.
5. To arrange duty roster and ensure that all operators report for work punctually.
6. To make decisions and resolve any problems and complaints which occur in the Telephone
Department, or if necessary, refer them to Front Office Manager for further action.
7. To ensure that all staff have a complete understanding of and adhere to the hotel‘s employee handbook
rules and regulations.
8. To ensure that all staff are familiar with all emergency procedures.
9. To ensure that the Executive telephone lists is up-to-date in case of emergency.
10. To assign trainers to newly hired staff and to other employee on cross training program.
11. To conduct training courses and refresher courses forexisting staff.
12. To maintain condition of the Telephone Department and its equipment are in good condition.
13. To promote Inter Hotel sales and in-house facilities to all guest.
14. To review and up-date in-house telephone directories.
15. To conduct training courses and refresher course for existing staff.
16. To perform any other duties assigned by the Management.
BUSINESS CENTRE ASSISTENT
Purpose
Be responsible for ensuring that secretarial services are provided for in-house/city guests with the
objective of maximizing guest satisfaction by achieving the highest possible standards of the hotel and the
maximum Business Centre revenue.
Relationship
1. Reports directly to Lobby Manager.
2. Cooperates with other Department Heads and subordinates.
3. Interacts with outside parties and guests as appropriate.
Duties And Responsibilities
1. To ensure prompt, courteous and accurate handling of all guests‘ requests and other administrative
duties.
2. To monitor and ensure efficient and accurate handling of all incoming and outgoing facsimiles for both
hotel guests and staff.
3. To make decisions and resolve any problems and complaints made by guests or staff in the Business
Centre.
4. To promote guest contact and assist guests in their requests.
5. To promote the Business Center‘s conference area and conference rooms for rental to guests or
outsiders for temporary or long term periods.
6. To maintain the Business Centre and its office equipment in good condition at all times.
7. To source business information and contacts locally for guests‘requirements.
8. To provide information on events, exhibitions or conferences going on in the city generally.
9. To perform any other reasonable duties required by the department head from time to time.
10. To liaise with the Banquet Department on all guests‘needs relating to provisions offered by the
Business Centre, such as Banquet rooms, equipment, etc.
11. To ensure that the grooming, appearance, personal hygiene, attitude and telephone manner are up to
the hotel‘s standards.
12. To prepare various reports to ensure proper functioning of Business Centre.
TELEPHONE OPERATOR
Job Summary
Under the general guidance and supervision of the telephone supervisor and within the hotel Policies and
Procedures, to handle incoming and outgoing calls to and from the Hotel guest room.
Relationship
1. Reports directly to the telephone supervisor.
2. Interacts with guest appropriately and with other Department as required.
Duties And Responsibilities

1. Answers the Telephone console promptly, friendly and efficiently in a natural voice tone.
2. Handles international/city operator assisted calls, direct dialing, international/city calls for non
resident guest.
3. Handles wake up calls.
4. Attends telephone briefing and quarterly meeting.
5. Ensures punctual attendance and adheres to duty schedules as directed by the Telecom supervisor.
6. Ensures working area is clean and tidy.
7. Ensures messages left by caller to guest or others are passed on to the receiver without delay.
8. Familiar with all extension in the Hotel and outside emergency numbers.
9. Familiar with Hotel emergency procedure.
11. To ensure that proper charges are written out for operator assisted calls, as per agreed instructions.
12. To ensure that the doctor is contacted with the minimum delay, and the telecom supervisor is
informed upon requested by guests.
13. To be aware of the Hotel security, fire and safety procedures.
14. To keep the daily log book up-to-date.
15. To maintain good working relationships with colleagues, and all other departments.
16. To have a completed understanding of the hotel employee handbook and adhere to all regulations
therein.
17. Perform any other duties assigned from time to time.
5. Co-ordination of Front Office with other department
The front office generally exchanges the most information with personnel in housekeeping & in
engineering & maintenance
Housekeeping & front office must keep each other informed of changes in room status to ensure
that guests are roomed efficiently & without complications
The more familiar front office personnel are with housekeeping procedures- & vice versa- the
smoother the relationship will be between the two departments
Engineering & Maintenance
 Engineering & maintenance personnel begin each shift by examining the front desk log book for
repair work orders

 Front desk staff use the log book to track maintenance problems reported by equipment, or
broken furniture

 When the work is completed, the engineering & maintenance division informs the department
that filed the work request order

 If a maintenance problem makes a room unsalable, the front office must know immediately
when the problem is fixed so the room can be placed back in available inventory

Revenue Centers
Although hotels enjoy their greatest revenues through guestroom sales, additional services & activities
may support a hotel‘s profitability
 In addition to the rooms division, hotel revenue centers may include:
 Coffee house, Snack bars & specialty restaurants
 Bars, lounges & nightclubs

 Room service
 Laundry/ valet service
 Vending machines
 Gift shops, barber shops & newsstands

 Banquet, meeting & catering facilities
 Local & long distance telephone service
 Health clubs, golf course & exercise rooms
 Car rentals, limousine services & tours

 Casinos, & gaming activities
 Pay-per-view television movies
 Valet parking & parking garages
 Front desk personnel must be familiar with these facilities & services so they can answer guest
questions in a positive & knowledgeable way

 The transactions charged by guests at hotel restaurants, gift shops & other remote points of sale
must be communicated to the front desk to ensure eventual payment
Marketing & Public Relations
 A hotel‘s marketing & public relations effort depends on the participation & enthusiasm of front
office personnel

 Guest receptions, health & fitness programs, family events & even complimentary coffee in
a hotel‘s lobby may provide settings for guests to socialize & can promote repeat business

 Front office may contribute to hotel newsletters, guest history systems & customized registration
& check out processes which help personalize hotel services for frequent guests.

Layout of Front Office
FORNT
OFFICE
BACK OFFICE
FOM OFFICE
RESERVATION
GM
LEFT LUGGAGE
RECEPTION / CASHIER / INFORMATION
ROOM CENTRE
DM
DESK
TRAVEL BELL
DESK DESK
Section Of Front Office
1. RECEPTION :
 Reception deals with daily arrival and departure of the guest.
 Blocking of rooms for expected arrivals in advance.
 To fill up all the necessary details in guest registration card for confirmed reservations.
 Receiving and welcoming guest.
 To check all the reservation correspondence.

 To co-ordinate with housekeeping department for cleaning of rooms.
 To keep a track on room status.
 To help the guest in filling up G.R.C.
2. REGISTRATION
 Registration of guest is one of the important process of check-in activity.

 It is a mandatory requirement that all guest above the age of 16 years whether ordinary o r
V.I.P,INDIAN OR FOREIGNER all must fill up G.R.C.
 The form should be duly filled and signed by the guest those who are staying in the hotel.

 For foreign guest C-form to be filled compulsorily.

3. BELL DESK
 To handle guest arrival and departures.

 Take the guest baggage from the car in the porch/gate .

 To escort the guest to their rooms along with the luggage.

 Place the luggage in the luggage rack in guest rooms.

 Explain the operation of light control air condition ,

 TV, safety locker in room etc.

 To handle guest room keys during departure.

 To shift guest luggage from one room to another.

 To help in packing of guest luggage.

 To distribute news papers.

 To keep lobby area clean.

 To deliver guest message to their rooms.

 To report scanty baggage guest.

 To vend postal stamps and other stationeries.

 To page the guest in public area.

 To do small work outside the hotel to book movie tickets, to get medicine for guest etc.

4. CONCIERGE:
 It is a French word it means door keeper/porter.

 It also refers to hospitality.

 The desk is located in the lobby.

 It is an extended arm of INFORMATION COUNTER.

 Longer duration of guest interaction is possible because of planning itineraries, planning and
organizing tours giving more of information.

 Provides personal services to guest services.

 Booking of movie tickets.

 Concierge can also called as MAN-ABOUT-TOWN or MISTER-KNOW-IT-ALL.

 Coordination with airlines for booking tickets and other queries.

 To arrange hotel doctor as when required.

 To arrange for welcome drink for group arrivals.

 To have a complete understanding of hotel policies and procedures.

5. LOBBY AREA
 Hotel lobby represents the atmosphere,decors,staff and image of the hotel when a guest visit.

 Lobby should be spacious but not wasteful.

 The natural flow of the guest should be towards reception, cashier, information counters,
during guest arrival and departures.

 Sufficient space required to place the guest luggage.

 Lobby is the waiting area of the hotel.

 Lobby area includes bell desk, travel counter, cashier,elvators etc.

 Well furnished seating arrangements.

 Lobby should be facing the clear view of guest entering.

 Front office staff takes care of lobby area in terms hygiene standards.

 Lobby manager and guest relation executive will be available 24 hrs in large hotels.

6. FRONT OFFICE CASHIER
 He is responsible to post all guest charges and credit into their respective folios.

 Settle all guest bills during guest departure.

 En-cash foreign exchange as per regulations.

 Disburse petty cash to hotel staff and authorized paid outs.

 To have control on safety lockers.

 Receive and hold in safe custody all cash payments made by guests till the account is rendered.

 To maintain records and to prepare cashiers report.

7. NIGHT AUDITOR
 To reconcile all revenue statements.
 To verify and validate front office cashiers vouchers/forms.

 To check guest folios
 Verify front office cashiers report.
 Prepare high balance report of guest who exceed their credit limit fixed by hotels.
 To prepare daily transcript.

 To verify room status report.
 To check the cancellation of reservations.
 Account for city ledger credit amounts.
8. BUISNESS CENTRE
 This is a guest area where secretarial assistance to guest for conducting conference ,seminars,
interviews is being offered.

 All necessary equipment’s fax, telex, internet facility, photocopying, spiral binding, plastic
folders,
Front office equipment
a) Room rack
b) Mail, message, and key racks
c) Reservation racks
d) Information racks
e) Folio trays or folio buckets
f) Voucher racks
g) Cash registers
h) Account posting machine
i) Telephone equipment
New technology is being introduced rapidly to hospitality organizations, especially in the front office area,
Managers must assess the benefits to be gained from computerization and develop a plan for successful
implementation. To develop evaluative and judgmental skills. Competences Required for this Case
Theoretical knowledge of computer systems and their application to the front office area; and
Ability to apply theory to practice with regard to the implementation of the change process,
Computers have a number of applications in the front office department. Advance reservations control
registration billing and cashiering are the main areas in which new technology usually features. Given the pace
of change with regard to technology, managers need to keep up to date with new applications and their benefits
to ensure their organization has the competitive edge. In answering the questions you should consider the
following:
(a) The basic components of a computer
system: The hardware.
The software.
(b) The benefits of a computer system to:
(c) The implementation of a computer
system: Who should be involved?
Time scale.
The conversion process from the old to the new system.

Equipment’s & Tools
Front Office Systems:
• Until the 1960's, nearly all hotels were operating under the manual system. At late 70's, with the introduction
of computers, hotels shifted to semi-automated systems. Nowadays, most of the five-star hotels operate under
the fully automated system. Below is a brief description of the three different systems under which hotels might
operate.
1. Non-automated [manual] systems: This very system is the one characterized by the sole usage of hands.
In fact, all formats, procedures, and different kinds of calculations are done manually.
2. Semi-automated [Electro-mechanical] systems: This system gets use of some Electro-mechanical
equipment. In fact, under the semi-automated system, each department might have its own computer system
under which it handles all its operations.
3. Fully automated [computer based] systems: That's the best system ever used in the hotel industry. In fact,
it is characterized by the excessive use of departmental software package programs integrated and connected
to a main frame or terminal situated at the front office department
Guest Cycle under Three Different Systems:
• At this stage, it is essential to notice that the following stages of the guest cycle under the three different
systems do not conflict with each other. In fact, the only differences are due to the nature of the system use.
Therefore, what will be discussed above is not the repetition of the sequence; rather only differences will be
highlighted.
1. Non-automated systems:
A- Pre-arrival activities:
•At the pre-arrival stage, reservation requests should be introduced in a loose-leaf notebook or index card.
Moreover, only reservations up to 6 months horizons shall be honored. Lastly, it is not practical, under this very
system, to issue reservation confirmation numbers, initiate pre-
Until the 1960's, nearly all hotels were operating under the manual system. At late 70's, with the introduction
of computers, hotels shifted to semi-automated systems. Nowadays, most of the five-star hotels operate under
the fully automated system. Below is a brief description of the three different systems under which hotels might
operate.
Types of Rooms
1. Single Room: A room that has one single bed and which is meant for a single person. Size of the bed is 36
inches by 75 inches
2. Double Room: A room that has a double bed and is meant for two people. Size of the bed is 54 inches by 75
inches
3. Twin Room: A room that has two single beds, separate by each other meant for two people. Size of the bed
is 36 inches by 75 inches
4. Twin double room: A room that has two double beds separated by each
other meant for four people
5. Triad Room: A room that has three single beds separated from each other
meant for three people
6. Quad room: A room that has four single beds separated from each other
meant for four people
7. Hollywood twin bed room: A room that has two single beds but has a
common head board, meant for two people
8. Parlor: A sitting room or resting room attached
9. Studio Room: A parlor set up with one or two studio beds or couches or
sofa cum beds.
10. Suite Room: The most luxurious room in a hotel which has two or
more bedroom with kitchenette
a. It is the most important room because

Front Office Operation( Diploma in Hotel Management)

b. Size of the room is larger than other
rooms
c. More facilities are offered like a compact
kitchenette
d. The room has facilities like refrigerator,
beverage pantry etc.
e. A particular type of décor or color which
would give the suite its name
f. Very elaborate fittings and fixtures
g. Most expensive room in the hotel
11. Types of suite are:
a. Single suite/mini suite/junior suite- This is a single room with one
living room
b. Double suite – This is double room with a living room
c. Duplex suite – This room spreads over two floor with inter connecting staircase
12. A duplex room: Rooms spread over two floors with an
interconnecting staircase
13. Inter connecting rooms: Two rooms adjacent to each other having an
interconnecting door allowing entry from one room to the other without
having to go through the corridor. The interconnecting door can be locked
to discontinue its use. These rooms are generally preferred by families
14. Penthouse Suite Or Room: A room situated on the terrace a part of which may
be opened to the sky
15. Cabana: A room used for changing or bathing, usually situated next to the pool. It
is usually attractive with a small bar attached. It may also be furnished with sofa cum
bed
16. Adjacent Room: Room next to each other along the corridor
17. Adjoining Room: Room with common walls but no connecting doors
18. Efficient Room : Room with kitchen facilities usually found in residential hotels,
motels and resort
19. Hospitality Rooms : A room let out to a hotel guest to entertain
their own guest it is usually charged on hourly basis
20. Lanai Rooms : A room with a verandah that over looks the gardens,
the lawns, the beach
21. Queen Size Bed Room : It has a
queen size bed
22. King Size Bed Room: It has a king size bed
23. Serviced Apartment : A room or suite of rooms designed as a residence and
generally located in a building occupied by more than one household. These
apartments can be a part of the hotel where all the facilities are given by the hotel
like housekeeping room service etc. These apartments are generally
taken by long staying guests and families.

Registration activities (at the exception of VIP and groups) and prepare occupancy forecasts. The reason is,
time and money loss along with insufficient labor force to manually conduct all the above mentioned activities.
Arrival activities:
• At the arrival stage, guests shall either sign a page in the registration book or fill manually a registration
record. Under this very system, the most widely used front office equipment is the room rack, in which
registration records are inserted to serve as room rack slips. Moreover, registration books and records shall be
time stamped as an internal control proving when the guest exactly came, who registered him/her…Lastly ;
guest folios shall be opened for each registered guest.
• Under the occupancy activities, registration records shall be prepared with multi-copies. In fact, one copy
shall be distributed to room rack, another stamped to the guest folio, another given to switchboard operators,
and a final copy handed to the uniformed service personnel. Lastly, guests with charge privileges charges and
payments shall be posted to respective guest folios.
Departure activities:
•At departure stage, cashiers should settle each guest account's outstanding balance and get room keys back
from guests. Moreover, cashiers shall notify the housekeeping department that the room is no more occupied
(i.e. room status change) to let this very department clean the room and prepare it for new arrivals. In addition,
cashiers shall remove room rack slips from room racks to indicate departure. Lastly, these very rack slips of
departed guests shall be filed in a cardboard box to serve as a guest history record
• This very system is less common in small and middle size hotels. For, these very hotels, financially wise,
might not afford the huge investments associated with the installation of different hardware and software.
• The main advantage of this very system over manual system is that various reports can automatically be
generated. However, the major disadvantages associated with this system are various complexities of operating
and controlling devices due to the fact that these equipment are not integrated with other systems and are
subject to frequent maintenance problems.
• At this very stage, guests can either call a national reservation network or directly contact the hotel.
Moreover, reservation clerks can prepare pre-registration records, guest folios, and information rack slips.
B- Arrival activities:
• At this very stage, already reserved guests shall verify their pre-registration forms and have only to sign it.
On the other hand, walk-ins shall complete a multiple copy registration record from the beginning.
Occupancy activities:
• At the occupancy stage, in order to track the different guest charge expenditures and all other possible guest
transactions, hotels get an intensive use of various kinds of vouchers. Moreover, the most widely used
equipment, under this very stage, is the mechanical cash registers and front office posting machines. Lastly,
under this very stage, night auditor shall continuously resolve any discrepancy in guest accounts and efficiently
reconcile guest folios.
2. Semi automated system
This very system is less common in small and middle size hotels. For, these very hotels, financially wise, might
not afford the huge investments associated with the installation of different hardware and software.
• The main advantage of this very system over manual system is that various reports can automatically be
generated. However, the major disadvantages associated with this system are various complexities of operating
and controlling devices due to the fact that these equipment are not integrated with other systems and are
subject to frequent maintenance problems.
• At this very stage, guests can either call a national reservation network or directly contact the hotel.
Moreover, reservation clerks can prepare pre-registration records, guest folios, and information rack slips.
• At this very stage, already reserved guests shall verify their pre-registration forms and have only to sign it.
On the other hand, walk-ins shall complete a multiple copy registration record from the beginning.
C- Occupancy activities:
• At the occupancy stage, in order to track the different guest charge expenditures and all other possible guest
transactions, hotels get an intensive use of various kinds of vouchers. Moreover, the most widely used
equipment, under this very stage, is the mechanical cash registers and front office posting machines. Lastly,
under this very stage, night auditor shall continuously resolve any discrepancy in guest accounts and efficiently
reconcile guest folios.

• At this very stage, cashiers shall relay room status information to the housekeeping department. Moreover,
they should place registration records of departed guests in property‘s guest history files.
3. Fully automated systems: A-
Pre-arrival activities:
• Under this stage, the reservation department is equipped with a software package, which is interfaced and
connected with one or more central reservation office(s). Moreover, the reservation department can
automatically generate letters of confirmation, produce requests for guest deposits and handle pre-registration
activities for all types of guests and generate daily expected arrival lists, occupancy and revenue forecast lists…
• At this stage, various reservation records can be transferred to front office department. Moreover, hotels
might be equipped with an on-line credit authorization terminals for timely Credit Card Approval , self check-
in / check-out terminals. Lastly, all guest charges and payments are saved in electronic guest folios.
C- Occupancy activities:
• Under this very stage, guest purchases at different revenue outlets are electronically transferred and posted
to appropriate guest accounts. Moreover, the front office department can run and process continuous trial
balances and, therefore, eliminate the tedious work for the Night Auditor.
D- Departure activities:
• As far as walk-ins are concerned, all registration activities should be initiated from the very beginning.
• At this very stage, cashiers can automatically produce bills to be sent to various guests with direct billing
privileges and create electronic guest history records.
Front Office Forms:
• At different stages of the guest cycle different forms are used depending on which operating system a hotel
chooses. Below are some of the common forms used:
1. Pre-arrival activities:
a) Reservation record or a reservation file
b) Letter of confirmation
c) Reservation rack and reservation rack slips
2. Arrival activities:
a) Registration card (or record) or registration file
b) Room rack and room rack slips
3. Occupancy activities:
a) Guest folio: shall be of duplicate forms and pre-numbered for cross-indexing control
purposes
b) Vouchers: support documents detailing facts of a transaction, but does not replace the source
document (i.e. the invoice). Examples of vouchers might include charge vouchers, allowance vouchers,
paid-out voucher, and correction vouchers…
c) Information rack slips
4. Departure activities:
a) Credit card vouchers
b) Cash vouchers
c) Transfer vouchers
d) Guest history records
e) Personal check vouchers
Front Office Functional Organization: • Whatsoever system and setting the hotel might use, it should reflect
easy access to the equipment, forms, and supplies necessary. Moreover, the setting shall reflect position
flexibility. Moreover, nowadays trend shows that traditional mail, message, and key racks are unnecessary at
the Front Desk. Rather, they shall be stored in drawers or slots located under or away from the Front Desk. For,
this would ensure security and safety of guests.
1. Front Desk designed alternatives:
a) Circular or semi-circular structure: this very structure provides an effective service to more guests and
appears more modern and innovative but since guests will approach the Front Desk from all angles, more staff
is needed.
b) Traditional straight desk: Under this very design, fewer staff is needed, but fewer guests can be served at
the same time.

d) Desk less environment: Under this design, there is no Front Desk at all. This is usually replaced by a hostess,
or steward welcoming the guest, seating him or her on a chair/sofa, and conduct registration activities there
while, for example, having a cocktail or a drink.
. Meal Plans
Tariff is defined as schedule or list of prices or rates. For instance, the tariff of a hotel is the schedule or
list of prices at which it provides accommodations. Tariff is also said as a comprehensive list or "schedule"
of merchandise with applicable duty rates to be paid or charged for each listed article; together with
governingrulesandregulations.(A "customs" Tariff.) A scheduleofratesand chargesappliedby abusiness,
especially a common carrier, together with a description of the services offered and the rules and
regulations applicable.
Types Of Plan
Most of the hotels generally run on plan system. There are various types of plan, which are internationally
recognized. Hoteliers according to their convenience or the policy of the management can adopt these. The
list in which the prices of hotel services are incorporated is known as hotel tariff. On the basis of tariff
pattern hotel are divided as follows:
European Plan - In this case only the lodging i.e. bed is offered. Thus the charges are made for lodging
only. The guest is free to take or not to take teas, breakfast, and meals in the hotel. He has a choice of eating
out at any other good restaurant. The guest is booked to pay for lodging only and is
chargedseparatelyforall otherthings orservicesheenjoys orconsumes.This system is generallyfollowed
by youth hostels or hotels which are situated in metropolitan cities. In India most of the hotels are being
run on European plan. Almost all the public sector hotels are run on this basis.
2. Continental Plan - In the case of continental plan, bed and breakfast are included in the tariff charges.
Thus bed is offered along with breakfast and the guest is, however, free to take his meal and tea as he likes.
Thus the guest tariff includes lodging and ‘bed and breakfast’ and for other he is separately billed.
3. American Plan - Hotel where American plan is prevalent, boarding and lodging is provided in the
charge. The tariff fixed includes board and lodging. It is an all inclusive full board tariff. Accommodation
and three meals daily are included in the price of the room. It includes bed, breakfast and two principal
meals and evening tea. It does not include EMT or coffee after lunch, or dinner. The needs are usually
'table d'hote menu'. It is also known as 'full pension'. This analysis is mostly used at those tourist resorts,
which are not situated in big cities.
4. Modified American Plan - The tourists mostly prefer this plan, as it is comparatively more flexible. It
is offered in most of the good hotels and is normally by arrangement. It includes hotel accommodation,
breakfast and either lunch or dinner in the price of the room. Thus, in this type of accommodation bed and
breakfastandalongwith it oneprincipal meal, lunch ordinnerat thediscretion ofthe guestis also included.
It generally includes continental breakfast and either 'table d’hôte lunch or dinner in the room rates. It is
also known as 'demi-pension'. It has been observed that the Indian style local hoteIs in India follow the
European plan. However, and the western style hotels operating in India which cater the foreign tourists,
operates on the American plan.
Rate Types TARIFF
 Tariff means rate and when applied to rooms of a hotel it means room rate.

 Hotel room rate fixation is a difficult task. They are both qualifiable and quantifiable.
 The quantifiable aspect is that they can be measured and structed to meet certain criteria.
 The qualifiable aspect is that large amount of discretion are allowed in which rates are
implemented.

 The combination of all the rates offered at a hotel is called “Rate Structure.

Rack



Corporate



Government



Airline (delayed flights, crew, package)



Travel Agents (package, familiarisation, group, F.I.T.)



Groups/conference


Packages (honeymoon, weekend, midweek)



CorporateRate



This rate is given to corporate travellers, who



normally form the cream of a hotel's occupancy.



To earn this discount, the company may have to



guarantee a minimum number of rooms to be



occupied during a particular period. Some hotels



offerthis corporate rate to any business traveller



irrespective of the employer.



GovernmentRate



This rate is normally given to employees of the



government, usually on the basis of a contract



between the government department and the



hotel. Discounted rate may also be given to



government personnel holding a valid ID t o



encourage regular business.



MilitaryRate


 This is offered to personnel of the armed forces,

 either on the basis of a contract or to encourage
 repeat business.

AgentRate This rate is offeredto travel agents and airline



personnel, which may not be valid during the



peak seasons.



SalespersonRate



These rates are mostly offeredat motels to



traveling salespersons during the off-season.



Local BusinessRate



These rates may be offeredto preferred



business houses in the localcommunity, which



includes a discount and guaranteed availability.



DayRate This rate is applicable to guests whostay only



during the day without staying overnight.



PackageRates



These rates are often offeredduring the lean



season or as a promotional venture. These



include weekend packages or promotional



packages like a three night’s and twodays stay



whichinclude meals and other recreational



facilities.



Group and Tour Discount



The hotel, normally offers group and tour



discounts to increase or maintain occupancy



throughout the year in return for a commitment to



Purchase a fixed number of rooms.








Guaranteed Availability



If a hotel normally has a high occupancy rate, the



group rate offered may be only guaranteed



availability of a fixed number of rooms, without



offering a discount.

Guest Cycle
The guest cycle describes the activities that each guest passes by from the moment he/she calls to
communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest cycle encompasses
4 different stages, which are depicted below
Each stage of the guest cycle is associated guest service, and guest accounting activity.
1. Guest services:
Reservation ⇒ Registration ⇒ Occupancy services ⇒ Check-out and history
2. Guest Accounting:
Establishment of credits ⇒ Posting charges ⇒ Night auditing ⇒Settlement of accounts
Below is a description of the activities undertaken at each stage of the guest cycle:
• At the pre-arrival stage, the hotel must create for every potential guest a reservation Record.
Doing this initiates the hotel guest cycle. Moreover, reservation records help personalize guest services
and appropriately schedule needed staff and facilities
• The reservationdepartment should,then, complete all the pre-registration activities and prepare
guest folios (applicable only for automated systems). Doing so will eventually maximize room sales by
accurately monitoring room availability and forecasting room revenues
2. Arrival:
• At the arrival stage, registration and rooming functions takes place and the hotel establishes a
business relation-ship with the guest.
• The check-in clerk should determine the guest‘s reservation status (i.e. pre-registered guests
versus walk-ins). Later, he/she shall prepare a registration record or make the guest sign the already-
printed pre-registration record (under some of the semi-automated and all fully automated systems).

• The registration records shall include the following personal and financial details:
a) Personal information:
 Name and Surname of the guest along with billing address, telephone number, and any other
coordinates
 Passport number, birth certificate, and/or driving license number (whatever applicable)
 Any special needs or requests
 Guest Signature

b) Financial information:
 Date of arrival
 Expected date of departure or length of stay depending on how the system in the hotel is designed
 Assigned room number

 Assigned room rate
 Guest's intended mode of payment
 Credit card details

Registrationrecords canbe used forvarious purposes:


a) Satisfy guest needs
b) Forecast room occupancies
c) Settle properly guest accounts
d) Establish guest history records at check-out [personal & financial information]
e) Assign a room type and a room rate for each guest
f) Determine long-run availability [i.e. reservation information] versus short-run availability [i.e.
room status]
g) Satisfy special categories of guests such as disabled people through barrier-free designs
• At the occupancy stage, the front office department shall coordinate guest services in a timely and
accurate manner. Moreover, front office staff encourage repeat guests by paying a great attention to guest
complaints. This is ensured by placing complaint and/or suggestion cards in every public place and
revenue centers in the hotel. Moreover, the hotel shall, at least on a daily basis, collect comment cards,
proceed with their analysis, and provide positive feedback to guest as soon as possible.
• In addition, effective procedures are designed in order to protect the funds and valuables of guests. This
might be ensured through guest key control, property surveillance, safe deposit boxes, and well-designed
emergency panels andexits.
Guest Cycle under Three Different Systems:
 Non-automated [manual] systems: This very system is the one characterized by the sole usage
of hands. In fact, all formats, procedures, and different kinds of calculations are done manually.

 Semi-automated [Electro-mechanical] systems: This system gets use of some Electro-
mechanical equipment. In fact, under the semi-automated system, each department might have its
own computer system under which it handles all its operations.

 Fully automated [computer based] systems: That's the best system ever used in the hotel
industry. In fact, it is characterized by the excessive use of departmental software package
programs integrated and connected to a main frame or terminal situated at the front office
department.
• At this stage, it is essential to notice that the following stages of the guest cycle under the three
different systems do not conflict with each other. In fact, the only differences are due to the nature of the
system use. Therefore, what will be discussed above is not the repetition of the sequence; rather only
differences will be highlighted.
4. Departure:
• At the departure stage, the guest is walked out of the hotel. Moreover, front office staff creates
guest history record. Finally, cashiers settle guest account outstanding balances [i.e.: balance the Guest
account to 0]
• In general, a proper checkout occurs when the guest:
a) Vacates the room
b) Receives an accurate settlement of the guest account

c) Returns room keys
d) Leaves the hotel
• At departure,checkoutpersonnelencouragegueststo considerreturningto the hotel onanyfuture
date. That's why cashiers acts like a true sales person, and might eventually accept guest future
reservations. That way, the stages of the guest cycle become really a cycle (i.e. start from where it ends).
• If at departure, the guest account is not fully settled, then late charges accumulates. In such an undesired
case, the responsibility of collection lies within the accounting department, however the front office
department shall provide all necessary types of information to make this collection easier, quicker, and
feasible.
Definition of Reservation
Importance of reservation
The main function of the reservation process is to match room requests with room availability. Below is
the detailed process of reservation:
a) Conduct the reservation inquiry
b) Determine room and rate availability
c) Create the reservation record
d) Confirm the reservation record
e) Maintain the reservation record
f) Produce reservation reports
Reservation and Sales: • Prior to Computerization era, the main function of the Reservation Process is
only to determine Basic Room Availability. That is to say, the reservation clerk can only tell the potential
guest that a room is reserved for him/her. However, the reservation clerk can not tell you the type of the
room, rate honored… Nowadays, with the wide use of reservation software package programs, it is now
possible to reserve a room-by-room type, rate, and to accommodate all the possible special requests of the
guest. Therefore, the selling function shifted from the front office to the reservation department. Hence,
projections of Room Revenues and Profitability Analysis became one of the basic functions of the
Reservation Department.
 Guaranteed Reservations
Sources of Reservations
Central Reservations Systems
Global Distribution Systems
Property Direct Reservations
Reservation Record
In parallel, reservation department and reservation agents should have sales goals to achieve which might
focus on number of room nights, average room rate, and/or booked room revenue.
1. Guaranteed Reservation:
Insures that the hotel will hold a room for the guest until a specific time following the guest‘s scheduled
arrival date [i.e. Check-out time or start of the hotel‘s day Shift or any time the lodging property chooses].
On return, the guest shall guarantee his/her reservation of room unless reservation is properly canceled.
In order to guarantee a reservation, guests might opt for one of the following methods:
a) Prepayment guaranteed reservation
b) Credit card guaranteed reservation
c) Advance deposit or partial payment
d) Travel agent guaranteed reservation
e) Voucher or Miscellaneous Charge Order [MCO]
f) Corporate guaranteed reservation
2. Non-guaranteed Reservation:
Insures that the hotel agrees to hold a room for the guest until a stated reservation cancellation hour
(Usually 6 p.m.) on the day of arrival.
• Reservation agents shall make sure to encourage their guests to guarantee their reservations especially
in the high season
Reservation Inquiry:
• Guests can communicate their reservation inquiries in person, over the telephone, via mail, through
facsimile, telex, e-mail… Moreover, reservation inquiries can be made through a Central Reservation
System or an Inter

sell Agency.
• While getting a reservation inquiry, the reservation agent shall obtain the following guest-related
information:
a) Guest‘s name, address and telephone number
b) Company or travel agency name
c) Date of arrival and departure
d) Type and number of rooms requested
e) Desired room rate
f) Number of people in the group, if applicable
g) Method of payment and/or guarantee
h) Any other special requests
Reservation terminologies:
• Allowances- Daily cash paid-outs to airline crews as negotiated crews as negotiated with the
airlines and recovered from them at later date.
• Amendments- Changes made of records concerning his/her stay.
• Cancellation- A confirmed booking that has been confirmed in writing by a guest.
• Confirmation- A room reservation that has been confirmed in writing by a guest.
• Double occupancy- Two guest staying in a room.
• Group- Any body of guest above 15 persons who travel together.
• Guaranteed booking- A room booking that is confirmed in writing by a guest.
• Guest- A client of the hotel.
• Forecast- A studied anticipation of room business.
• Free sale- Rooms that is available for booking.
• FIT- Stands for “Free Individual Traveler” who is an independent guest who does not use the
services of middlemen for booking his/her room.
• GIT- Group Inclusive Tour
• Lay-over- Airline passengers checked in by airlines who are catching a connecting flight
sometime later.
• On-request- a status when guest are kept waiting for a room booking confirmation.
• Overbooking- Booking rooms that are beyond the hotel room capacity.
• Pax- Person
• Revision- Change in booking instructions.
• Room availability- The room position when rooms are available for sale.
• Room blocking- Blocking a room in the reservation chart.
• Room night- a charge for a one night occupation, spanning two days from noon to noon.
• Sale- a room space sold.
• Sold out- a status in which all rooms in the hotel are sold.
• Single occupancy- one guest staying in a room.
• Waitlist- a guest awaiting a confirmation of the room booking.
• Charge- is a financial obligation for a product or service during a guest stay.
• Fences- rate rules that may include restrictions such as advance booking cutoffs or non-
refundable payments.
• Litigious society- an environment in which consumers sue providers and services for not
delivering them according to expected operating standards.
• Late charges- guest charges that might not be included on the guest folio because of a delay in
posting by other department.

Sources and mode of Reservation
 Guaranteed Reservation
Ensures that the hotel will hold a room for the guest until a specific time following the guest’s scheduled
arrival date [i.e. check in time or start of the hotel’s day shift or any time the lodging property chooses].
On return, the guest shall guarantee his / her reservation of room unless reservation is properly
cancelled. In order to guarantee a reservation, guests might opt for one of the following methods:

1. Prepayment Guaranteed Reservation – the hotel request the prospective guest to either send
the complete deposit or a partial deposit and on receiving, makes the booking for the
prospective guest.
2. Credit Card Guaranteed Reservation – in this case the prospective guest gives his credit card
number and details to the hotel. The hotel confirms the room from the credit card guarantee and then
claims from the credit card company, if the guest does not occupy the room on the said date.
3. Travel Agent Guaranteed Reservation – some travel agents have arrangement with hotel
chains to book room for their clients and executives travelling to various destination. The travel agents are
solely responsible for the reservation; they are billed after the guest’s stay is completed.
4. Voucher or Miscellaneous Charge Order [MCO] - this i s a special arrangement designed to
attract return guest or new business. This is usually provided by the hotels themselves for their
prospective guests.
5. Corporate Guaranteed Reservation – in this case the corporation or company takes the
responsibility for booking for their executives, visitors etc.

Non-Guaranteed Reservation

Ensures that the hotel agrees to hold a room for the guest until a stated reservation cancellation hour
(usually 6 p.m.) on the day of arrival. In case the guest who has made the reservation arrives after 6.00
p.m, the hotel is not bound to provide him accommodation. Non-guaranteed reservation usually occurs
when the prospective guest does not provide any payment guarantee but simply confirms through a letter.
Reservation agents shall make sure to encourage their guests to guarantee their reservations, especially in
the high season.

Tentative / Provisional Reservation

Provisional reservation is done when a request from prospective guest is received for some future day
arrival and the hotel blocks the room for this guest, provisionally in the hotel records such as charts and
diaries and racks or computer and sends a letter of offer to the prospective guest. The offer has a cut off
date by which the guest should send his confirmation which may be in the form of a letter, guarantee by
company, credit card or deposit whichever the hotel may request. Once the confirmation from the guest is
received bythe hotel within the cut offdate, the hotel makes the tentative booking into confirmedbooking.
Otherwise the tentative booking is cancelled and the records updated.
RESERVATION ENQUIRY
Guests can communicate their reservation enquiries in any one of the methods; in person, over the
telephone, via mail, through facsimile, telex or e-mail. Moreover, reservation inquiries can also be made
through Central Reservation System or Intersell Agency. While getting a reservation enquiry, the
reservation agent shall obtain the following guest-related information:
i) Guest’s name, address and telephone number
ii) Company or travel agency name, where possible
iii) Date of arrival and departure
iv) Type and number of rooms requested
v) Desired room rate and type of room
vi) Number of people in the group, if applicable
vii) Method of payment and / or guarantee
viii) Any other special requests
 Global distribution system (GDS)
 Tour operators
 Travel agents

 Airlines
 Corporate houses
 Embassies and consulates
 Free individual traveler (FIT)
 Central reservation office (CRS)

 Hotel websites
 Referral hotels

Global distribution system (GDS):

A network of providers that bringsproducts and services geographicallyspread to the doorstep of consumers
anywhere in the world.



Some featured examples of GDS are Sabre computer system, Amadeus computer system, Galileo central
reservation systems, World span and the Scandinavian multi across reservation for Travel

agents (SMART).
Tour operators:

Touroperators sell packagetour programs inlarge number all overthe world.



Tour operators are whole sellers who deal with hotels, surface transporters, airlines, cruise ships, tour offices,
and so on.



Tour operators cooperate with hotels or airlines in order to include their service their package tour.

Travel agents:

Someone who sells orarranges trips or tours forcustomers.



They take commission from the tour operators to sell their travel packages.



Travel agents are generally located in the prime location which is convenient place for the traveler

to attract the guest.
Airlines:

Airlines is very popularamonghotels.



Airlines crew generally stay for short time and hotel always has to give discount on their stay.


Corporate houses:



Corporate houseshave to deal with manyclients and they also have to arrange companytrainingprograms and
meetings.They contact with a hotel for these purposes.


Rates are negotiated forminimum room nights a year. Themore business thebetter is the rate.

Embassies and consulates:


Diplomatic officialstravel throughoutthe wholeyear and stay at a hotel. They have to contact

with embassy and consulates which is a very good source of business for hotels.
Free individual traveler (FIT):

Providethe bread and butter business ona regular basis.



FITs are individualguest who book rooms directly within the hotel.


Central reservation office (CRS):



Also know as CRO. An automated reservation system that take reservationsfor all propertieswithin an
organization.



Theseestablishments areone-stop-shops and havereservation tieups withall concerns of the

earth.
Hotel websites:

A new popularway to get bookings.



Guest can fill on-site reservations forms and send to the hotel directly with all the relevant details.


Referral hotels:



Independent hotelsthat get-together torecommend each other to guest stayingin their property, provided the
establishment doesnot have a hotel in that location.


An airlineties-upwith referral hotels to attract passengers.

GROUP RESERVATIONS
Conducting a reservation request for a group shall be treated differently than accommodating a
reservation of individual guests (i.e. Frequent Independent Traveler). The main reason is that individual
reservation requests are treated by the reservation department, while group reservations are initiated by
the Sales & Marketing Division, and finalized through a careful coordination of the reservation from one
hand and the marketing on the other. Below is a detailed procedure of how group reservation, in a typical
hotel, is conducted:
1. A group representative, a member of the travel agency or the tour operator, not individuals,
shall communicate group reservations' request to the hotel's marketing department

2. Upon availability, the hotel's reservation department shall block the requested number of
rooms for this very group
3. The Hotel shall give a deadline for the group, in order to receive their final list. That deadline is
called Cut-off Date.
4. After receiving the final list, the reservation department shall change the desired number of
rooms' status from blocked to booked (or reserved) rooms, and release the remaining rooms (if
any left) as vacant for sale.
5. If the hotel did not receive the final list by the cut-off date, then the reservation department has
all the right to cancel the group reservation and release all the initially booked rooms into vacant rooms.
However, management shall use this right with precautions especially when it comes to groups reserving
from travel agencies and tour operators of which the hotel is frequently servicing.
Reservation Form:
HOTELABC Reservation// Cancellation// AmendmentForm
Sur name First name Contact No
Corporate FIT Travel Agent
Arrival Date / Time Departure Date / Time Arrived By
Room Type
STD DLX SUP. DLX SUITE
PAX
SGL DBL TPL
BookerDetails Contact No
Mode of Payment Cash
Credit
Bill To Company
Card
CreditCard no : Exp. Date
Booking Taken By Date // Time Signature
System of Reservation (Diary system, CRS, GDS)
Central Reservation System (CRS)

A central (or computerised)reservation system that controls and maintainsthe reservationsfor several hotels
in one location, and automaticallyredirectsthe reservation to the required hotel.


The majority of hotel groups belong to one or more Central Reservation Systems



A central reservation system is composed of a central reservation office, member hotelsconnected together via
communication devices, and potential guests.



It exchanges room availability informationwithmembers hotel.



Central Reservation Office [CRO] offers itsservices via a 24-hourstoll free telephone number(s)[Example,
1800……..].



On return, central reservation offices charges a fee for the utilization of its services which might take
the form of a flat fee and a variable fee, or a flat percentage of potential room revenue, actual room
revenue, and/or Rooms Division gross profit…

Global Distribution Systems (GDS)

Computerized system by which reservation-related information isstored and retrieved for multiple
organizations.



Global Distribution Systems [GDS] System includingseveral Central Reservation Offices connected to each
other.



Selling hotel rooms is accomplished by connecting the hotel reservation system with the GDS system.



GDSs havebecomea powerful force inhotel reservation.


4. Maintenance of Reservation Records
 Reservation Transaction Report

 Commission Agent Report
 Revenue Forecast Report
 Expected Arrival & Departure Report
 Reservation Transaction Report
This report summarise daily reservation activity in terms of reservation record creation, modification and
cancellation. Other possible reports include specialised summarised such as cancellation reports, blocked
rooms report & no-show report.
 Commission Agent Report
This report gives the summery of booking came through travel agent (registered / nonregistered),
revenue generated from travel agent and the commission amount of travel agent.
 Revenue Forecast Report
This report summarise total revenue for future bookings. Including guaranteed and nonguaranteed. Also
give the clear picture of “Business on Books”.
 Expected Arrival & Departure Report
Expected arrival and departure report gives the clear picture of future hotel position.
5. Cancellation Procedure
Occasional Reservation Change, or Cancellation:
• Potential guests initially asking for an accommodation might make up their minds later (before arrival)
and call back for a reservation modification. In fact, guests might change their arrival date, expected
departure date, method of payment or call for any other item change previously confirmed in their
confirmation letter orsimply call to canceltheir previousreservation.In sucha case, if possiblereservation
clerks shall proceed as to satisfy guest needs. Below, are two possible examples of guest modification. The
first oneconcernsmodifying areservationtype fromnon-guaranteedto guaranteed.This might bebecause
the guest's airplane schedule have changed in a way that the guest is no more certain to reach the hotel by
the cancellation hour. On the other hand, the second example depicts a situation where the guest calls to
cancel a reservation (both guaranteed and non-guaranteed cancellations will be discussed).
1. Modify a reservation type (from non-guaranteed to guaranteed):

• In this very case, the reservation clerk shall:
a) Obtain the guest‘s name, and access the correct non-guaranteed reservation
b) Obtain the guest‘s credit card type, number and expiration date, and the cardholder‘s name, and verify
the validity of the credit card (Here assuming that the guest would like to guarantee via a credit card)
c) Assign the guest a new reservation confirmation number, if it is the hotel‘s policy
d) Complete the reservation type change from non-guaranteed to guaranteed reservation status
according to additional property‘s procedures, if any
2. Reservation Cancellation:
• Reservation clerks accepting a reservation cancellation shall behave in a polite, courteous and effective
manner even though that reservation might make the hotel faced with unsold room(s). The main reason is
that guests are doing the hotel a favor, especially under the non-guaranteed type of reservation, to
communicate the hotel their cancellation to let youadjust yourroom availability, and try to find alternative
potential guests beforehand.
• When canceling a reservation, the reservation clerk shall issue and communicate a cancellation number
to the guest. In accordance to confirmation numbers, cancellation numbers shall be meaningful as to be
used for statistical purposes, and as to prove whether a reservation has been properly canceled according
to hotel cancellation policies or not.
A) Cancellation of a non-guaranteed reservation:
• In this very case the reservation clerk shall:
a) Obtain guest‘s name and address
b) Obtain number of reserved room(s)
c) Obtain scheduled arrival and departure dates
d) Obtain the reservation confirmation number, if applicable
e) Access the right account, and cancel it
f) Assign a cancellation number
g) Suggest an alternative reservation
B) Cancellation of a guaranteed reservation:
• All the above mentioned procedure applies also for the cancellation of a guaranteed reservation.
Moreover, the reservation clerk shall pay attention to the following:
1. In the case of a cancellation of a credit card guaranteed reservation, the cancellation number acts as a
proof of whether a certain guarantee shall be refunded to the potential guest or not.
2. In the case of advance deposit guaranteed reservation, again the cancellation number acts as a proof of
whether a certain guarantee shall be refunded to the potential guest or not.
3. In the case of any other guaranteed reservation, the reservation clerk shall obtain the representative‘s
coordinates and mail him/her a letter documenting the cancellation
Reservation Reports:
•In the reservation department, the widely used management reservation reports include:
a) Reservation transaction report
b) Commission agent report
c) Turn away report (sometimes called the refusal report)
d) Revenue forecast report
Turnaway Report
Tracks number of reservations refused because rooms were not available
Revenue Forecast Report
Multiply projected occupancy by room rates
Expected Arrival, Stayover, and Departure Lists:
• On a daily basis, the reservation department shall prepare the expected arrival, stayover, and
departures lists and communicate them to the front office department.
1. Arrival list: List of the names, and surnames along with respective room number of the guests who are
expected to arrive the next day.

2. Stay over list: List of the names, and surnames along with respective room number of the guests
who are expected to continue occupy their rooms the next day.
3. Departure list: List of the names, and surnames along with respective room number of the guests
who are expected to depart the next day.
Processing Deposits:
• Guests who decide to guarantee their reservation by paying a certain deposit to the hotel shall be
informed about the procedure of sending deposits (i.e. how, when to send the deposits?). Moreover,
only employees who do not have access to reservation records shall process deposits (ex: General
Manager secretary or hotel's general cashier). The reason is if reservation and monetary transaction
overlap,than internal controloveroneof the most important assetsofthe hotel (i.e. cash) becomesvery
weak.
• When a hotel assigned agent receives deposit, he/she shall:
a) Endorse deposit checks with the hotel stamp as soon as it is received
b) Record in the deposits received log the check number, amount, date received, guest name, arrival
date, and confirmation number, if known
c) Only the log shall be sent to the reservation department
Maintaining Reservation History Statistics:
• The reservation department shall maintain, and update various reservation history statistics to be
used in the future whenever needed (ex. to integrate statistics in a model to solve overbooking, to come
up with operational ratios, to help for Rooms Division budget preparation…). The following items are
some of the data that might be stored in the reservation department system:
a) Number and distribution of guests by market segment, age, income, and nationality…
b) Number of expected occupied rooms
c) Reservation volumes by sources of reservation
d) Reservation volumes by types of reservation
e) Number of turn away guests with reasons of refusal
Potential Reservation Problems:
• While processing reservations, reservation clerks might be faced with lot of problems. Below is a
tentative categorization of 4 main common problems that might be encountered:
a) Errors in a reservation record:
1. Record a wrong arrival or departure date
2. Misspell the guest‘s name or reverse it
3. Reserve for the caller instead of the guest
b) Misunderstandings due to industry jargon:
1. Confirmed versus guaranteed reservation
2. Double room versus 2 beds
3. Connecting rooms versus adjacent rooms
c) Miscommunications with external reservation systems:
1. Book a guest in the wrong hotel
2. Book a guest in the wrong city [ex: Pasadena, California versus Pasadena, Texas]
d) Central reservation system failures:
1. Fail to update central reservation system concerning room availability or to communicate rate
changes in real time
2. Delays in communicating reservation requests
3. Equipment used may become technologically obsolete or inoperable.

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