DTA3025

FRONT OFFICE OPERATION AND

3
MANAGEMENT

Mohd Razhan Arifff

Zain
Front Office O p e r a t i o n a n d M a n a g e m e n t e x p o s e s s t u d e n t s to
office structure, functions, s t a n d a r d operating procedures, and the m
in hotel operations. This c o u r s e allows s t u d e n t s to acquire
knowledge on p r o f e s s i o n a l g r o o m i n g and telephone c o n v e r s a t i o n
addition, s t u d e n t s will learn the reservation, check-in, and c
procedures. S t u d e n t s will also learn about p r o p e r t y m a n a g e m e n t
u s e d in front office operations. This c o u r s e also underlines the
importance of front desk operations

DTA3
and service.

S Y N O P

253
 COURSE LEARNING OUTCO
( CLO) :

Upon completion of this course, students should be able to:

CLO 1 CLO 2
demonstrate knowledge perform accurate
and understanding on roles standard operation
and function of the front procedures for front office
office department in hotel operations confidently
operation clearly
 CHAPTER 1

INTRODUCTION
TO FRONT OFFICE
OPERATION
 F R O N T
O F F IC E
Front office is the first department of hotel which comes in guest contact, a
time of guest arrival and the last department when they depart from the hote

In the hotel industry, the front office specifically refers to the area where c
first arrive at the hotel. and the most important department that has the gue
contacts.

The front office is the nerve centre of hotel operations.

The hotel’s first impression depends on the service provided by the front offic
Therefore the FO staffs gives a significant impact on the hotel’s image.
W H Y F R O N T O F F ICE IS
IMP O R T A N T

1.Front office may be the first contact a guest or prospective guest has with t
hotel (in written, by telephone or in person)

Help people decide to whether to choose the hotel (or not!) - winn
losing a prospective customer;

Influence everything else they think about the hotel. Due

psychologists call the “Halo Effect“ a good first impression may pred
guests to think well of their rooms, the service they are given durin
stay and so on. A bad first impression may put them on the alert
bad CsignalsC, and incline them to find fault with everything else.
W H Y F R O N T O F F ICE IS
IMP O R T A N T
2. Front office is the “Service Hub” of the hotel:

The area where most guest contacts and transactions take place throughout their stay. Guests
of Chotel serviceC is, therefore, mainly shaped by front office personnel and procedures. This
because the quality and style of service is a major factor in;

Providing an enjoyable, relaxing, satisfying experience for guests - which is, after all, the ho
dCêtre;

Helping the hotel Cstand outC from its competitors, which may have similar rooms and facilitie

Ensuring that guests will want to return again - and meanwhile, will give a positive report
(recommend), to other people. Hotels rely on this positive word of mouth promotion,
donCt want guests spreading negative reports, especially since the Internet allows them
of other travellers (in online hotel review sites or travel CblogsC) when theyCve had a
experience.
W H Y F R O N T O F F ICE IS
IMP O R T A N T

1.Front office has a special responsibility for dealing with guestsC

problems and complaints; the Ccritical incidentsC which can make all the
difference between satisfaction and dissatisfaction.

2.Front office is the “communications hub” of the hotel (information

exchanged by and with all other departments). If the Front Office fail
communicate effectively to the other departments, the guest satisfaction
cant be achieve and vice versa. As a result it can lead to the bad hotel
image and lost revenue
W H Y F R O N T O F F ICE IS
IMP O R T A N T

5. Front office is the “administrative hub” of the hotel, where

reservations are logged, room allocations are planned, room status is
monitored, guest bills are prepared, payments are processed, records
are kept, information displays are maintained; etc. If all these tasks
arenCt carried out efficiently, the hotel would simply cease to function.
THE ATTRIBUTES OF A FRONT OFFICE
PERSONNEL

01 E X C E L L E N T C O M M UN IC A TIO N
S KIL L S
02 C US TO M E R S E RV IC E
O RIE N TA TIO N
03 P RO FE S S IO N A L
A P P E A RA N C E
04 CONFIDENTIALITY

05 C A L M UN D E R
P RE S S URE
06 M UL TITA S KIN G
A B IL ITIE S
07 P RO B L E M - S O L V IN G
A P TITUD E
 THE ATTRIBUTES OF A FRONT OFFICE
PERSONNEL
1. . EXCELLENT C O M M U N I C A T I O N SKILLS:
Clear and effective communication is essential, as front office personnel often int
with clients, customers, and other team members.
Both verbal and written communication skills are crucial for conveying information
accurately and professionally.

2. . C U S T O M E R SERVICE ORIENTATION:
A strong focus on customer service is vital, as front office personnel are often the
point of contact for clients and visitors.
They should be approachable, helpful, and able to handle inquiries or issues with
positive attitude.

3. PROFESSIONAL APPEARANCE:
Front office personnel are the face of the organization, and maintaining a professio
appearance contributes to a positive f i rst impression.
Dressing appropriately and presenting oneself in a polished manner reflects positi
the organization.
 THE ATTRIBUTES OF A FRONT OFFICE
PERSONNEL
1. MULTITASKING ABILITIES:
Front office roles often involve handling multiple tasks simultaneously, such as
phones, responding to emails, and managing appointments.
The ability to prioritize and manage t ime effectively is crucial in handling the d
responsibilities of the front office.

2. ORGANIZATIONAL SKILLS:
Front office personnel need strong organizational skills to manage schedules,
appointments, and paperwork efficiently.
Keeping the reception area organized and maintaining accurate records contri
the smooth functioning of daily operations.

3. Problem-Solving Aptitude:
The capacity to think on their feet and resolve issues or conflicts is important
office personnel.
Being resourceful and proactive in f inding solutions enhances the overall effic
the front office.
 THE ATTRIBUTES OF A FRONT OFFICE
PERSONNEL
1. . TECH SAVVY:
Proficiency in using office technology and software is essential for tasks such as m
appointments, maintaining databases, and handling electronic communication.
Front office personnel should be comfortable using computers, phones, and oth
equipment.

2. C A L M UNDER PRESSURE:
Front office staff may encounter stressful situations or deal with upset clients. The
to remain calm, composed, and professional under pressure is crucial.

3. TEAM PLAYER:
Collaboration with colleagues from different departments is common, so being a t
player is important for effective front office operations.
Sharing information and cooperating with others contribute to a positive work
environment
 THE ATTRIBUTES OF A FRONT OFFICE
PERSONNEL

1. ATTENTION TO DETAIL:
Front office personnel need to pay close attention to details, whether i t ' s in
scheduling appointments, managing paperwork, or providing accurate informat
clients.
Avoiding errors and ensuring accuracy is crucial in maintaining the organizatio
professionalism.

2. . CONFIDENTIALITY:
Front office staff often have a c c e s s to sensitive information. Maintaining confid
and respecting privacy are integral aspects of their role.
THE ORGANIZATIONAL CHART OF
THE FRONT OFFICE
DEPARTMENT
THE DUTIES AND RESPONSIBILITIES OF FRONT
OFFICE PERSONNEL

01 RESERVATIONS
MANAGEMENT
02 RECEPTION (GUEST CHECK-IN AND
CHECK-OUT)
03 H A N D L IN G G UE S T RE Q UE S TS A N D
C O M P L A IN TS
04 P RO V ID E IN FO RM A TIO N (
C O N C IE RG E )
05 RE P O RT M A N A G E M E N T ( N IG H T
A UD IT
06 CASH
MANAGEMENT
07 S A FE TY A N D
S E C URITY
 FRONT OFFICE
PERSONNEL
1. R o o m D iv is io n M anage r 2 . Fro nt O ffic e M anage r
3 . Re c e p t io nis t 4 . Re s e rv at io n 5 . C o nc ie rge
6 . Te le p ho ne o p e rat o r / Te le p ho nis t 7. C as hie r
(1) . N i g h t a u d i t
(2) . U n i f o r m S t a f f (V ale t b o y , Be llm an, L ift A t t e nd e anc e ,
Door p e rs o n, e t c )
 1.ROOM DIVISION
MANAGER
1. R o o m D iv is io n M anage r 2 . Fro nt O ffic e M anage r
3 . Re c e p t io nis t 4 . Re s e rv at io n 5 . C o nc ie rge
6 . Te le p ho ne o p e rat o r / Te le p ho nis t 7. C as hie r
(1) . N i g h t a u d i t
(2) . U n i f o r m S t a f f (V ale t b o y , Be llm an, L ift A t t e nd e a
Door p e rs o n, e t c )
 2. FRONT OFFICE
Dut ie s
MANAGER
& Re s p o ns ib ilit ie s :

a)Ev aluat e and d e c id e t he ne e d of p e rs o nne l in t he d e p art m e nt .

b )P art ic ip at e in t he s e le c t io n of fro nt o ffic e p e rs o nne l.
c )Train and up d at e s t aff s kills . d )S c he d ule t he s t aff d ut ie s .
e )S up e rv is e and he lp wo rklo ad s d uring s hift s .
f)Ev aluat e t he jo b p e rfo rm anc e o f e ac h fro nt o ffic e e m p lo y e e . g)
M aint ain wo rking re lat io ns hip s and c o m m unic at e wit h all
d e p art m e nt s .
h)M aint ain m as t e r ke y c o nt ro l. i)C he c k ro o m s t at us
j)Re s o lv e gue s t p ro b le m s q uic kly , e ffic ie nt ly and c o urt e o us ly k)Up
d at e and m o nit o r gro up info rm at io n and re q uire m e nt s .
l)Re v ie w c re d it lim it re p o rt .
m )Enfo rc e all c as h- hand ling, o t he r m o d e s of p ay m e nt and c re d it p o lic
ie s
 3.
RECEPTIONIST
Dut ie s and re s p o ns ib ilit ie s :

a)Re gis t e r gue s t s and as s ign ro o m s ; ac c o m m o d at e s p e c ial re q ue s t s , if poss

s is t in p re - re gis t rat io n and b lo c king of ro o m s fo r re s e rv at io ns .
c )Tho ro ughly und e rs t and and ad he re t o p ro p e r c re d it , o t he r modes of p ay m
hand ling p o lic ie s and p ro c e d ure s .
d )Kno w ro o m s t at us , lo c at io ns , t y p e and rat e s
e )Us e s ugge s t iv e s e lling t e c hniq ue t o s e ll ro o m s and to p ro m o t e o t he r ser
he ho t e l.
f)C o o rd inat e ro o m s s t at us wit h ho us e ke e p ing d e p art m e nt ; no t ify all c he c k- o u
he c k – in, s p e c ial re q ue s t s etc
g)Take re s e rv at io n, m o d ify o r c anc e l as re q ue s t e d
h)P o s t and file all c harge s t o gue s t s , m as t e r and c it y le d ge r ac c o unt s . i
is s uing and c lo s ing of s afe d e p o s it b o xe s fo r t he gue s t s .
j)Re ad , m aint ain and p as s - o n lo g and b ulle t in b o ard at e ac h s hift .
k)C o o rd inat e wit h e ngine e ring and m aint e nanc e d iv is io n fo r gue s t ro o m m ain
l)Kno w all s afe t y and e m e rge nc y p ro c e d ure s , ac c id e nt p re v e nt io n p o lic ie
t any unus ual o c c urre nc e s or re q ue s t s to t he m anage r
 4.
Dut ie s and re s p o ns ib ilit ie s :
RESERVATION
(1).P r o c e s s re s e rv at io ns by m ail, t e le p ho ne , t e le x, c ab le , fax or c e nt ral re s e rv at io
(2) .P r o c e s s r e s e r v a t i o n f r o m s a l e s o f f i c e , o t h e r h o t e l d e p a r t m e n t a n d t r a v e l a g e n
(3).K n o w t h e t y p e o f r o o m s , l o c a t i o n a n d l a y o u t , s t a t u s , r a t e s , p a c k a g e p l a n s , b
c.
(4).M a i n t a i n re s e rv at io ns re c o rd s by d at e and t im e of arriv al and alp hab e t ic al
P ro c e s s c anc e llat io ns and m o d ific at io ns
(5).P r e p a r e le t t e rs of c o nfirm at io n and c o m m unic at e to t he p ro s p e c t iv e gue s t / r
t iv e
(6).K n o w t he ho t e l’s p o lic y on guarant e e d re s e rv at io n and no s h o w s . 8 .P r o c e s s
d e p o s it s on re s e rv at io ns .
9 .P r e p a r e e xp e c t e d arriv al lis t s and c o m m unic at e re s e rv at io n info rm at io n fo r fro n
10 .A s s i s t i n p r e r e g i s t r a t i o n a c t i v i t i e s w h e n a p p r o p r i a t e .
11.P r o m o t e g o o d w i l l b y b e i n g c o u r t e o u s , f r i e n d l y a n d h e l p f u l t o gue s t s , m anage rs
ow e m p lo y e e s .
 5.
CONCIERGE
Dut ie s and re s p o ns ib ilit ie s :

(1).D e v e l o p a s t ro ng kno wle d ge of t he ho t e l’s fac ilit ie s and s e rv ic e s and of

nd ing c o m m unit y
(2).P r o v i d e gue s t s wit h d ire c t io ns / info rm at io n to at t rac t io ns or fac ilit ie s in
e t he p ro p e rt y .
(3).M a k e gue s t re s e rv at io ns fo r air or o t he r fo rm s of t rans p o rt at io n whe n re
b t ain ne c e s s ary it ine rary and t ic ke t s .
(4).M a k e gue s t s re s e rv at io ns fo r t he t he at e r and o t he r fo rm s of e nt e rt ainm e nt
ue s t e d , o b t ain ne c e s s ary t ic ke t s and p ro v id e d ire c t io ns to fac ilit ie s .
(5).O r g a n i z e s p e c ial func t io ns as d ire c t e d by m a n a g e m e n t . 6 .A r r a n g e s e c re t arial a
o ffic e s e rv ic e s .
(6).C o o r d i n a t e gue s t re q ue s t s fo r s p e c ial s e rv ic e s or e q uip m e nt wit h t he ap p ro
p art m e nt .
(7).C h e c k wit h ro o m e d gue s t s p e rio d ic ally to as c e rt ain if t he y hav e any spec
(8) .H a n d l e gue s t c o m p laint .
 6. TELEPHONE OPERATOR /
TELEPHONIST
D u t i e s a n d r e s p o n s i b i li t i e s :

(1) .A n s w e r i n c o m i n g c a l l s .
(2).D i r e c t c a l l s t o g u e s t r o o m s , s taff, or d e p artm e n ts th ro u g h
witc h b o ard o r PBX s ys tem.
(3) .P l a c e o u t g o i n g c a l l s .
(4).R e c e i v e t e l e p h o n e c h a r g e s fro m the t e le p h o n e company an
ward c h arg e s to the fro n t desk fo r p os tin g.
(5) .T a k e a n d d i s t r i b u t e m e s s a g e s fo r g u e s ts .
(6).L o g a l l w a k e u p c a l l r e q u e s t s an d p e rfo rm wake up c a ll
e s . 7 .P r o v i d e in fo rm atio n about gues ts s e rv ic e s to gues ts .
(7) .A n s w e r q u e s tion s about hotel events and ac tivitie s .
(8) .P r o v i d e p a g i n g s e r v i c e s t o h o t e l g u e s t s a n d e m p l o y e e s .
10 .K n o w w h a t a c t i o n t o t a k e w h e n a n e m e r g e n c y c a l l i s r e q
d o r re c e iv e d .
11.B e aware of a ll the e m e rg e n c y s e rv ic e nos, and s ys tem r
g to the s ame .
 7. NIGHT
AUDIT
Dut ie s and Re s p o ns ib ilit ie s :

1.C h e c k a n d c o m p le t e gue s t and ho t e l a c c o u n t s . 2 .P r o d u c i n g s t at is t ic s an

ie s of re v e nue .
(1) .P o s t ro o m c harge s and t axe s to gue s t ac c o unt s .
(2) .P r o c e s s g u e s t c h a r g e v o u c h e r s a n d c r e d i t c a r d v o u c h e r s .
(3).P o s t g u e s t c h a r g e p u r c h a s e t r a n s a c t i o n s no t p o s t e d b y t he fro nt o ffic
6 .T r a n s f e r c harge s and d e p o s it s to m as t e r ac c o unt s .
(4) .V e r i f y a l l a c c o u n t p o s t i n g s a n d b a l a n c e s .
(5).M o n i t o r t h e c u r r e n t s t a t u s o f c o u p o n , d i s c o u n t , a n d o t he r p ro m o t io nal p
(6).T r a c k ro o m re v e nue s , o c c up anc y p e rc e nt age s , and o t he r fro nt o ffic e
0 .P r e p a r e a s um m ary of c as h, c he q ue s , c re d it c ard ac t iv it ie s and s um m ary
re s ult s of o p e rat io ns fo r m anage m e nt .
11.U n d e r s t a n d p r i n c i p l e s o f a u d i t i n g , b a l a n c i n g a n d c l o s i n g o u t a c c o u n t s .
12 .K n o w h o w t o o p e r a t e p o s t i n g m a c h i n e s , o t h e r f r o n t o f f i c e e q u i p m e n t a n
r
13 .U n d e r s t a n d and kno w ho w to p e rfo rm c he c k in and c he c k o ut p ro s e d ur
TYPES OF ROOMS AND ITS
FACILITIES
1.RO O M TYPES BY 3 .HO TEL RO O M S
OCCUPANCY BY LAYOUT
Single D o ub le S ta nd a rd Superior Deluxe
Triple Quad Suite
Jo in/ A d jo ining / C o nnec ting
Adjacent
A c c es s ib le ro o m ( D is a b le)
Family Room

2 . HO TEL
R O O M S BY BED
King 4 .HO TEL RO O M S
Q ueen Twin
Studio BY AMENITIES
Hollywood Twin
Double-double
C a b a na Villa
Penthouse
Extended Room /
Apartment
TYPES OF ROOM
RATES
TYPES OF ROOM
RATES
 TYPES OF MEAL PLAN WITH ROOM
RATES
Hotels often offer various meal plans with room rates to a c c o m m o d a
different g u e s t preferences and needs. The t y p e s of meal plans c o m m o n
offered include:

1. RO O M / B ED O N LY @ EURO P EA N P LA N ( EP )

Th is p lan in c lu d e s o n ly th e c o s t o f th e ro o m , with
n o m e als included.
G u e s ts are re s p o n s ib le fo r p u rc h as in g th e ir m e als
s e p arate ly . All food provided by the hotel is
billed separately.
Taxes and t ips are usually additional as well.
C e rtain g u e s t re q u e s t th is kin d o f rate b as e d o n
th e ir u rg e n c y of working schedule.
Fo r e xam p le g u e s t wh o will le av e th e h o te l e arly
d u e to f l ig h t schedule, early meetings etc.
 TYPES OF MEAL PLAN WITH ROOM
RATES
1. . B ED & B REA K FA S T ( B & B )

C o m m o n practice in the hotel industry which is p r o v i d e s room a

breakfast.
Normally the rate already included the breakfast cost.

2. . C O N TIN EN TA L P LA N ( C P )

I t Indicate that the q u o t e d rate includes a continental breakfast.

continental breakfast normally c o n s i s t s of coffee or tea, juice, a
bread.
The bread may be as simple as a loaf or as appealing as a basket
freshly baked croissants, scones, and muffins.
At s o m e facilities, yogurt and fresh fruit may also be available. T
Continental Plan breakfast d o e s not include c o o k e d foods, s u c h
p a n c a k e s or eggs.
 TYPES OF MEAL PLAN WITH ROOM
RATES

1. . A M ERIC A N P LA N / FULL B O A RD / FULL P EN S IO N

It m e an s th at th e q u o te d rate in c lu d e s th re e m ea
a d ay , i .e . breakfast, lunch, and dinner

2. . M O D IFIED A M ERIC A N P LA N ( M A P ) / H A LF B O A RD / H A LF
PENSION

Q u o te d rate in c lu d e s two m e als a d ay , in c lu d in g

b re akfas t an d either lunch or dinner.
FRONT OFFICE INFORMATION
SOURCES

Hotels
Broshures Website

Booking
Applications
Agoda Booking
FRONT OFFICE
Trivago Hopper
INFORMATIO
Trip
N SOURCES
 THE STAGES OF GUEST
CYCLE
Th e g u e s t c y c le is th e c o m p le te e xp e rie n c e th
a g u e s t g o e s through in a hotel, from making
the booking to departure and the interaction
with the hotel even after departure.

The guest cycle comprises of 5 basic and

important stages.

1. P re - A rriv a l 2 . A rriv a l
3 . O c c u p a n c y 4 . D e p a rt u re
5 . P o s t - D e p a rt u re
 THE STAGES OF GUEST
CYCLE
Reservation Process

P Pre-Arrival
o
After- sale activity st
Future -
Promotion Doorman & por
D Registration
e Check-In Room
p Arriv Room key issui
a Baggage Hand
r al
t
u
Departur
e e
Bill Settlement
r
Guest Transportation Cur
Check-Out Baggage Exchange M aintaining Gue
Handling
Occupied
Account
Guest Transportation Information provided to th
Folio Update Telephone handling
THE RELATIONSHIP BETWEEN THE FRONT OFFI
DEPARTMENT WITH OTHER DEPARTMENTS

House
Keeping
THE RELATIONSHIP BETWEEN THE FRONT OFFI
DEPARTMENT WITH OTHER DEPARTMENTS

Food&
Beverage
THE RELATIONSHIP BETWEEN THE FRONT OFFI
DEPARTMENT WITH OTHER DEPARTMENTS

Maintenan
e
THE RELATIONSHIP BETWEEN THE FRONT OFFI
DEPARTMENT WITH OTHER DEPARTMENTS

Sales&
Marketing
THE RELATIONSHIP BETWEEN THE FRONT
OFFICE DEPARTMENT WITH OTHER
DEPARTMENTS

Accoun
THE RELATIONSHIP BETWEEN THE FRONT OFFI
DEPARTMENT WITH OTHER DEPARTMENTS

Secur
 THE TERMINOLOGIES FOR FRONT OFFICE
OPERATION

Single: A room assigned to one person. It may have one or more beds. Double: A room assigned
two people. It may have one or more beds. Triple: A room assigned to three people. It may have
or more beds. Quad: A room assigned to four people. It may have two or more beds.
Queen: A room with a queen-size bed. It may be occupied by one or more people (Size: 153 x
cm). King: A room with a king-size bed. It may be occupied by one or more people (Size: 198 x
cm).
Twin: A room with two twin beds. It may be occupied by one or more people (Size: 99 x 190 cm).
Double-double: A room with two double (or perhaps queen) beds. It may be occupied by one or m
persons.
Studio: A room with a studio bed-a couch, which can be converted into a bed. It may also have an
additional bed.
Mini-suite (Junior suite): A single room with a bed and a sitting area. Sometimes the sleeping area
in a bedroom separate from the parlor or living room.
Suite: A parlor or living room connected to one or more beds.
Connecting rooms: Rooms with individual entrance doors from the outside and a connecting door i
between. Guests can move between rooms without going through the hallway.
Adjoining rooms: Rooms with a common wall but no connecting door. Adjacent rooms: Rooms clos
to each other, perhaps across the hall. What is a parlour room?
Parlor Room - A living room or a sitting room, the place in your house with comfortable chairs and
sofas
THE TERMINOLOGIES FOR FRONT
OFFICE OPERATION

No-show - A guest who has reserved an accommodation neither turns up nor cancels it.

POS - Acronym for Point of Sale. It is the revenue generating place in the hotel where retail
transactions are carried out.

European plan – A rate that quotes room charge only.

Express check out – Means by which the guest uses computer technology in a guest room or a
computer in the hotel lobby to check out.

Family rate – room rates offered to encourage visit by families with children.

Float – The delay in payment from an account after using a credit card or personal check.

Floor limit – A dollar amount set by the credit card agency that allows for a maximum amount
of guest charges.
THE TERMINOLOGIES FOR FRONT
OFFICE OPERATION
Folio – A guest’s record of charges and payment.

Forecasting – Projecting room sales for a specific period.

Full house – 100 percent hotel occupancy; a hotel that has all its guest room occupied.

Full service – A level of service provided by a hotel with a wide range of conveniences for the
guest.

Double Occupancy Percentage – A measure of a hotel’s staff ability to attract more than one
guest to a room; the method to compute double occupancy percentage is :

Number of guest – number of rooms sold / number of rooms sold X 100%

Daily sales report – A financial activity report produced by a department in a hotel that reflec
daily sales activities with accompanying cash register tapes or point-of-sales audit tapes.

American plan – A room rate that includes meals, usually breakfast and evening meal as wel
as room rental in the room rate.

European plan – A rate that quotes room charge only.