CHAPTER 3 – FRONT OFFICE DEPT.

1. FRONT DESK (RECEPTION)

- nerve center or hub of a hotel. A. FRONT DESK MANAGER
- department that makes the first and last - Main duty is to ensure that the hotel achieves the highest
impression on the guests. possible level of room occupancy and the maximum revenue.
- Greeting important guests, VIPs
3 MAIN FUNCTIONS OF FRONT OFFICE:
- Assigning rooms to guests
1. Selling rooms; - Dealing with group arrivals
2. Maintaining balanced guest accounts; and B. FRONT DESK CLERK
3. Providing services and information to guests. - Assisting and reporting to the front desk manager.

DUTIES OF KEY POSITIONS: 2. CONCIERGE

3. FRONT OFFICE MANAGER A. CHIEF CONCIERGE
- Duty is to enhance guest services by constantly - Overall in charge of this section.
developing services to meet the needs of guests - normally works at a desk in the main foyer.
- Monitoring reservation status B. AIRLINE REPRESENTATIVE
- Reviewing arrivals and departures daily - Taking hotel room bookings.
- Assisting departing guests at the airport.
4. ASSISTANT MANAGER - Liaising with airlines for special arrangements for guests
- Represents the management in handling the - Arranging hotel transportation for guests from airport to hotel.
daily operations and functions of the hotel and C. HOTEL DRIVERS
may directly report to the general manager in - Taking guests to and from the airport.
some hotels. - Upon request, acting as a personal driver for a guest.
- Responsibility for developing and executing D. PARKING ATTENDANT
plans developed by the owner, general manager, - Parking cars for guests.
and other members of the management team. - Assisting the door attendant in ensuring that traffic flow at the
hotel’s main entrance is free-flowing.
5. GUEST RELATIONS OFFICER E. DOOR ATTENDANT
- Reports directly to the assistant manager. - Summoning baggage porter to assist arriving guests.
- Review the hotel arrivals list daily and attend to - Calling taxis and providing the hotel address card for guests.
customer inquiries and assist them with their - Paying taxi fares on behalf of the hotel guests who do not have
need. local currencies.
- Greeting all arriving individual guests, F. BAGGAGE SUPERVISOR
especially those under commercial accounts. - Answering telephone calls from guests regarding baggage pick
- Provide local information for guests. up from rooms.
- Promoting in-house functions, facilities, and - Assigning baggage porters to handle the guest baggage.
services. - Receiving guest deliveries
G. BAGGAGE PORTER (BELL ATTENDANT)
6. TELEPHONE DEPARTMENT - Escorting guests from the front desk to their rooms.
- Headed by telephone services manager. - Running errands for the executive office and hotel guests.
- Telephone supervisor and telephone operator H. EXECUTIVE FLOOR MANAGER
process all incoming and outgoing calls through - Oversees the smooth operation of the executive floors and
the hotel switchboard. business center.
- Staff in this department generally possesses - Business travelers who require an environment in which to
good language and communication skills. conduct business with comfort and privacy may choose the
executive floor for an additional fee.
ONE STOP SERVICE - if a guest called in and
- The executive floor is usually the top floor of a hotel. Guests of
wanted to place a booking with the coffee shop, the executive floor will enjoy a range of complimentary
the line would be transferred by the telephone exclusive privileges and benefits which vary from one hotel to
operator to the coffee shop. another. (EX. Complimentary breakfast buffet, afternoon tea,
- telephone operator will take the booking for the and all-day refreshments in the executive floor’s lounge).
guest
7. RESERVATION
A. RESERVATIONS MANAGER THE GUEST CYCLE
- makes decisions on whether room - distinct stages of guest interaction between the hotel and guests.
reservations/bookings should be accepted when
the hotel is fully booked. 4 PHASES OF GUEST CYCLE:
B. RESERVATIONS SUPERVISOR
1. Pre-arrival - stage where the guest makes a reservation.
- monitor all the room reservations taken and
report to reservations manager when abnormal 2. Arrival - point when the guest arrives at the hotel.
situations happen. (larger room cancellations 3. Occupancy - period during which the guest stays in the
than usual). hotel.
C. RESERVATION CLERK 4. Departure - point when the guest checks out and leaves the
- handle all reservations and should be aware of hotel.
the different sources that reservations may
originate from.
FRONT OFFICE RESERVATION 4. Internet
- Reservation of the hotel accommodation is one of the - Hotel industries offer online reservation services through
important responsibilities of the front office their internet sites.
department.
- Reservations can enable better management of guest RESERVATION PROCESS & PROCEDURES
experience during usual as well as peak seasons. 1. Take a reservation and enter the appropriate
information:
TYPE OF RESERVATION:
- Determine the guest's arrival and departure dates
1. GUARANTEED RESERVATIONS - Confirm room type and room rate
- The hotel will hold the room for the guest overnight or - Obtain the guest’s name and related details
during the guaranteed period as the guest has prepaid 2. Determining the room availability:
for the room but no refund will be given if the guest 3. Reservation acceptance
does not show up. - Reservation can either be accepted or denied or turned
A. Prepayment Guaranteed Reservation away based on the availability of rooms in the day.
o Hotel requests the prospective guest to either - Reservation information details include the following:
send the complete deposit or a partial deposit. - Guest name, Length of stay, Room type and rate, Method
B. Credit Card Guaranteed Reservation of payment, Guest contact information and special
o Guest gives his credit card number and details requests.
to the hotel. The hotel confirms the room from 4. Reservation confirmations
the credit card guarantee and then claims from - All reservations require a confirmation from the person
the credit card company if the guest does not making the reservation.
occupy the room on the said date. - Confirmation is usually made using the same method as
C. Travel Agent Guaranteed Reservation the reservation.
o Travel agents are solely responsible for the - Reservations should be confirmed within 24 hours of the
reservation; they are billed after the guest’s booking request.
stay is completed.
Reservation Records
D. Voucher/ Miscellaneous Charge Order (MCO)
- Depicts the various personal and financial data of guests,
o Special arrangement designed to attract return
for each reservation transaction.
guests or new business.
- Aim is to identify guests and their occupancy needs
o This is usually provided by the hotels
before guests’ arrival.
themselves for their prospective guests.
E. Corporate Guaranteed Reservation
CENTRAL RESERVATION SYSTEM (CRS)
o Corporation or company takes the
- Computerized reservation software used to maintain the
responsibility for booking for their executives,
hotel information, room inventory, and rates, to manage
visitors, etc.
the reservation and process.
- Application with various functionalities to manage a
2. NON-GUARANTEED RESERVATIONS
hotel’s distribution/bookings.
- Hotel will hold the room until a stated cancellation
- Also be called a database distribution system, since the
time, usually up to 6 p.m. on the arrival date, then
CRS of a hotel transfers data to the distribution channels.
release the room for sale if the guest does not arrive.
- MAIN FUNCTIONS: Administration of room
RESERVATIONS MAY ORIGINATE FROM FF:
allocations (of single properties and hotel chains) as well
1. Travel and Tour Organization
as control and monitoring of rates and availability in the
2. Airlines
distribution channels.
3. NGOs and INGOs
- INFORMATION COMMONLY STORED IN CRS:
4. Embassy and consulate offices
- Room Rates, Room availability, Reservation
5. Universities and other Educational Institutions
information, Room Types
6. Walk-in.

Note: Walk-in guests are also regarded as wind flow PROPERTY MANAGEMENT SYSTEM (PMS)
business/chance guests. Because the hotel doesn’t have - Also known as Hotel Operating System (Hotel OS).
any prior information about such guests which they can - Local hotel administration system used for reservation,
process or forecast. availability and occupancy management, check-in/out,
images, guest profiles, report generation, etc.
MODE OF RESERVATION - Used in-house (in an individual hotel) to control the
- ways of receiving the accommodation booking through
onsite property activities.
various communication systems.
- The interface to a CRS is an additional option to transfer
availability, reservations, and guest profile information.
1. Fax/ Facsimile
- From Latin facsimile, “Make similar”,“Make a copy.”
FRONT OFFICE – GUEST REGISTRATION
- Telecommunications technology used to transfer
- Most hotels allow their guests to check in at 2 pm/ after.
copies of documents.
STEPS:
2. E-Mail
1. Verify the Guest’s Identity
- Exchanging digital messages across the internet that is
2. Present the Registration Form to the Guest
essential to operate input/ output operation for
3. Confirm the Method of Payment
reservation of rooms.
4. Check and Update the Guest’s Information
3. Telephone
5. Check and Update the Guest’s Information
- Telecommunication device that transmits speech using
6. Escort Guest to the Room
electric signals. (most common mode of rsrvtion)
VARATIONS OF REGISTRATIONS ➢ AVERAGE DAILY ROOM RATE
- Gives a general estimate of the average room charge
❖ PRE – REGISTRATION received by a hotel, regardless of the differences in room
-
Before group guests’ arrival, including the confirmation types and rates.
of room numbers and the number of rooms available for - FORMULA: ADR = Room Revenue ÷ Numbers of
groups. Rooms occupied.
❖ GROUP REGISTRATION ➢ REVENUE PER AVAILABLE ROOM (REVPAR)
- Tour escorts or event organizers check in at the group - FORMULA: REVPAR = Room Revenue ÷ Total
check-in counter without the need of checking in each Number of Hotel Rooms or ADR * OCCUPANY
guest individually. RATE = REVPAR

FRONT OFFICE – ACCOUNTING

CHECK-OUT PROCEDURES - Essential process designed to monitor and chart the
- The standard hotel check-out time is usually set at noon financial transactions of guests and non-guests at the
or before, although this can vary by hotel and location. hotel during each stage of the guest cycle.
1. Greet the Guest. - Create and maintain an accurate accounting file for each
2. Check Guest Details. guest or non-guest account.
3. Check for Late Check-out Charges. - Track financial transactions throughout the guest cycle.
4. Double-Check the Hotel Charges.
5. Settle the Guest Account. • ACCOUNTS
TWO DIFF. BILLS: - A form on which financial data are summarized.
A. Master Folios - Recordkeeping devices to store guest and non-guest
- Include room and breakfast charges only. financial transactions.
- Paid by enterprises to cover the necessary expenses of
their traveling staff. BASIC FRONT OFFICE ACCOUNTING FORMULA
- By travel agents who have already received the - Net Outstanding Balance = Previous Balance + Debit –
payments from tourists. Credit
B. Incidental Folios - Where debit increases the outstanding balance and credit
- Containing personal expenses, such as telephone, spa decreases it.
would be put into the incidental bills as guests’
responsibilities. TYPES OF ACCOUNTS
6. Offer Assistance ❖ GUEST ACCOUNTS
7. Update Room and Guest History Record - Record of financial transactions between the guests and
the hotel.
HANDLING OVERBOOKING - Created at the time of reservation or registration.
- Overbooking occurs when a hotel takes more - Maintained by the front office completely.
reservations than the number of rooms available. ❖ CITY ACCOUNTS/ NON-GUEST ACCOUNTS
Walk the Guests - hotel has to reject guests even if - Record of financial transactions between the non-guests
they have made reservations and the hotel.
1. Apologize to the Guest - Created when a guest fails to settle the bill completely at
2. Provide Alternatives the time of check-out.
- Compensations are always provided by the hotel to - Maintained by the Accounts section in the back office.
please the unhappy guests. ❖ MANAGEMENT ACCOUNTS
3. Provide Baggage Assistance and Transportation - Managers to entertain the guests’ queries or grievances,
4. Follow-up Services or any possibility of acquiring a business deal over a
- Call the designated hotels to pay special attention to the brief interaction with the guests.
unhappy guests. - The expenses for this interaction are then recorded on
the management account.
REVENUE FROM SALES & SALES INDICATOR
FOLIOS
1. REVENUE FROM ROOM SALES - Statement of all transaction that has taken place in a
- Room sales normally contribute to most of the a hotel’s single account.
revenue, followed by sales in the food & beverage. - The folio is opened with zero initial balance.
2. SALES INDICATOR - The balance in the folio then increases or decreases
- How hotels count and measure their business depending upon the transactions.
performances. - At the time of check-out, the folio balance must return to
➢ OCCUPANCY RATE zero on settlement of payment.
- How well the hotel fully utilized the room resources to
maximize profit. It is always the objective of hotels to TYPES OF FOLIOS
achieve full house (100% means all room are sold out). 1. Guest Folios – scc. to individual persons/ guest rooms.
- FORMULA: Occupancy Rate = Number of Rooms 2. Master Folios - to more than one person or guest room;
Sold ÷ Total Number of Rooms in a Hotel x 100% usually reserved for group accounts.
➢ GUESTS PER OCCUPIED ROOM 3. Non-guest or Semi-permanent Folios - o non-guest
- ratio between guests staying in the hotel and the number businesses or agencies with hotel charge purchase
of occupied rooms. privileges.
- FORMULA: Guests per occupied room = Number of 4. Employee Folios - assigned to employees with charge
Guests staying in the Hotel ÷ Number of Rooms purchase privileges.
occupied.
POSTING AND TYPES HOUSEKEEPING STRUCTURE
- Process of recording the entries on the folio is called the - Small hotel, an executive housekeeper might have no
‘Posting’ of transactions. assistant and is assisted by a smaller number of
TYPES: supervisors.
1. Credit - Reduce the guest’s outstanding balance. HOUSEKEEPING DEPT SECTIONS:
(Include complete or partial payment or adjustments 1. Laundry department.
against tokens.) 2. Uniform and linen room HOTEL LINEN:
2. Debit - Increase the outstanding balance in the guest 3. Housekeeping office Blankets, Sheets,
account. (Include charges under restaurant, room 4. Guest floors Pillowcases, Mattress
service, health center/spa, laundry, telephone, and 5. Public areas Protector, Tablecloths
transportation.) 6. Health club
7. Floral and plant arrangement
FRONT OFFICE – NIGHT AUDIT
- Process of auditing where the night auditor reviews all DUTIES OF KEY POSITIONS:
day financial activities of the hotel. 1. EXECUTIVE HOUSEKEEPER
- Objective of the night audit is to evaluate the hotel’s - Interviews, selects, and engages staff in conjunction with
financial activities. human resources.
- Tracks the credit limits of the guests and tallies - Prepares work schedules, work procedures, and job
projected and actual sales from various departments. descriptions.
BASIC ACT DURING NIGHT AUDIT: 2. ASSISTANT EXECUTIVE HOUSEKEEPER
1. Posting accommodation and tax charge. - Assists executive housekeeper in day-to-day operations.
2. Settling the account receivables. - Assumes responsibilities of executive housekeeper in
3. Running the trial balance for the day his/her absence.
3. FLOOR SUPERVISOR
FRONT OFFICE MANAGEMENT – COMMUNICATION - Orders and issues cleaning materials.
1. FRONT OFFICE – HOUSEKEEPING - Checks staff on duty, Supervision of staff.
- Front office will tell basic info about the guest like the 4. ASSISTANT HOUSEKEEPER
date of check in/out and special request. - Assists executive housekeeper in day-to-day operations.
- The housekeeping department will provide the actual - Dispatches room attendants and floor supervisors to
room status to the front desk for comparison with the assigned floors.
computer record. 5. ROOM ATTENDANT
2. FRONT OFFICE – ENGINEERING - Cleans rooms, bathrooms, and suites.
- Engineering is responsible for maintaining properly the - Reports faults, maintenance, and peculiarities.
hotel facilities under the care of the front office 6. PUBLIC AREA SUPERVISOR
department. - Inspects public to see whether cleaning is adequate.
3. FRONT OFFICE – SECURITY - Creates maintenance reports for items in need of repair.
- Front office needs to provide guest information to the 7. CLEANER
security department in the event of an emergency. (fire - Maintains the cleanliness and order of the hotel premises.
alarm, power failure) 8. LINEN ROOM ATTENDANT
4. FRONT OFFICE – HUMAN RESOURCES - Sorts and counts dirty & clean linen and uniform.
- Provides staff training and recruitment service to the 9. TAILOR
front office. - Alters and repairs linens, uniforms, curtains, and drapes.
- Sets up the staff grooming and discipline standard for - Distributes and measures uniforms for new employees
staff to follow. and keeps a record.
5. FRONT OFFICE – FOOD & BEVERAGE
- Front desk will provide F&B with a guest room special CLEANING TASKS:
amenities request form.
- F&B arranges for items such as welcome fruit baskets, 1. ROOM CLEANING
chocolates, and wine to be placed in the guest room. - All guest rooms on hotel property.
6. FRONT OFF – SALES & MARKETING - Ensure that the rooms are, tidy, clean, and comfortable.
- dealing with corporate bookings or for the reservations ➢ BRIEFING CLEANING TIMES
of groups/tours. - Most room attendants work the a.m. shift as check-outs
- FO will provide an updated rooming list, with guest usually happen before noon.
room numbers upon the arrival of large tours or groups. - Issues such as complaints or problems associated with
7. FRONT OFICE – ACCOUNTS DEPT. conduct or work procedures will be addressed during the
- Payments from front office must be recorded and passed meeting,
to the accounts department. - 10 – 15 rooms needed to be cleaned each room atten.
depending to room sizes, grades & types.
CHAPTER 4 - To clean a standard check-out room is around 30 minutes.
➢ CLEANING PREPARATION
HOUSEKEEPING - maintains the cleanliness of guest - 1st priority －Occupied rooms with ‘first service’ request.
rooms and public areas. (Including both back-of-the-house - 2nd priority －Check-out rooms that have been blocked
and front-of-the-house areas.) for arrivals.
HOUSEKEEPING AREAS: - 3rd priority －Check-out rooms.
1. Guest Areas 2. Public Areas - 4th priority －Occupied rooms.
3. Staff Areas 4. Other Utilities
 ➢ CLEANING PROCEDURES ❖ No Baggage (NB) - occupied room with no baggage.
1. Entering the Guest Room ❖ No Need Service (NNS) - guest has requested ‘no service’
- Follow the industry standard by knocking on the door for the room.
and announcing housekeeping 3 times before entering ❖ Sleep-Out (SO) - guest is supposed to be staying in the
the guest room. room but the bed has no signs of being used.
2. Having a First Check and Opening Up the Room ❖ Check Out (CO) - guest has paid the bill and checked out
- Open all the lights, TV, air conditioner, and refrigerator his/ her room.
and check if they are in good condition. ❖ Expected Departure (ED) - guest would depart before the
- Make sure that no personal belongings are left in the check-out time of the following day.
check-out rooms. ❖ Inspected Clean (I) - room is double checked by the floor
3. Making the Beds supervisor after the cleaning of room attendant.
4. Cleaning Up Trash and Dusting the Room ❖ Did Not Check Out (DNCO) guest has paid but has not
5. Cleaning the Bathroom completed the checkout processes or informed the front desk
6. Vacuuming while leaving.
7. Final Checking and Returning Rooms to Inventory ❖ Late Check Out - guest has requested and is approved to
check out later than the standard check-out time.
2. PUBLIC AREA CLEANING ❖ Skipper - guest has not paid and left without informing the
- All front-of-house and back-of-house areas. front desk.
➢ FRONT-OF-THE-HOUSE AREAS ❖ Complimentary - room is occupied for free.
1. Lobbies ❖ Stay-Over - guest is not checking out today and will remain
2. Elevators and escalators at least one more night.
3. Restrooms ❖ Lock-Out - occupied room has been locked which disallows
4. Parking areas the guest to re-enter until he/she meets hotel staff to clarify
5. Restaurants his/her status.
6. Banquet and meeting rooms
7. Gymnasiums and swimming pools SECURITY PROCEDURES
8. Business Centers - security division is responsible for maintaining and
➢ BACK-OF-THE-HOUSE AREAS implementing procedures that protect the personal property
1. Staff changing rooms of guests and employees and the hotel itself.
2. Service elevators A. HANDLING GUESTS VALUABLES
3. Canteen or Cafeteria - A room attendant must report to the housekeeping office any
4. Kitchens guest valuables found inside the guest room during cleaning.
5. Departmental offices - Recorded very clearly in the Housekeeping Log Book with
6. Stairways the time, room number, item(s) found, the name of the
7. Store rooms finder, and the name of whom the case is reported to and
8. Laundry and uniform rooms handled for future reference.
B. KEY CONTROL
IN ROOM GUEST SUPPLIES & AMENITIES - Room key is an important instrument that housekeeping
A. GUEST SUPPLIES staff uses to access the guest room and carry out their duties.
- Items the guest requires as part of the hotel stay. (Toilet - Keys must never be taken out of the hotel premises.
tissues, hanger) C. SUSPICIOUS PERSON
B. GUEST AMENITIES - staff must report any suspicious person loitering on guest
- Non-essentials that enhance the guest’s stay. floors and public areas to the housekeeping office.
D. LOST AND FOUND
The housekeeping department is responsible for storing, - A place or an office that keeps any items found inside the
distributing, controlling, and maintaining adequate hotel.
inventory levels of both guest supplies and guest amenities. - Staff should hand in items found inside the hotel premises.

➢ SPECIAL AMENITIES ASKED BY GUESTS RELATIONSHIP HOUSEKEEPING DEPT – OTHER DEPT.

- Adapter, Fan, Heater, Humidifier, Iron and ironing ❖ HOUSEKEEPING – ENGINEERING
board, Crib/Baby cot. - Housekeeping staff’s responsibility to request the
engineering department complete minor repairs to avoid a
ROOM STATUS CODES major breakdown.
❖ Occupied (OC) - room is occupied and has been ❖ HOUSEKEEPING – SECURITY
cleaned by the room attendant. - Responsibilities include patrolling the property, monitoring
❖ Occupied Dirty (OS) - occupied and hasn’t been surveillance equipment, and ensuring that guests, visitors,
cleaned by room attendant and employees are safe and secure at the hotel.
❖ Vacant Clean/Ready (VC/VR) - vacant and has been ❖ HOUSEKEEPING – FOOD & BEVE
cleaned by room attendant or ready for sale. - Involves the supply of table linen and uniform, and the
❖ Vacant Dirty (VD) - vacant and hasn’t been cleaned by cleaning of their outlets.
room attendant. - F & B separate stained or damaged linens that require
❖ Do Not Disturb (DND) - guest has requested no special treatment.
disturbances. ❖ HOUSEKEEPING – SALES & MARKETING
❖ Out of Order (OOO) - under maintenance, - S&M relies on the housekeeping department for the prompt
refurbishment or extensive cleaning. delivery of goods/services as promised to the guests.
❖ Extra Bed (XB) -extra bed is being used in the guest ❖ HOUSEKEEPING – PURCHASING
room. - purchasing department buys all cleaning and guest supplies.
❖ Light Baggage (LB) - occupied room, no large