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Welcome To Grade 7: Prepared By: Mistekee G. Maramag Just Call Me Ma'am Misty in Short

The document provides an introduction to front office services in hotels. It discusses that the front office is the most important department that interacts directly with customers upon arrival. It operates 24 hours a day with morning, day, and night shifts. The document then provides three activities that assess understanding of front office roles like receptionist, concierge, bellhop, and night auditor. It also covers concepts like reservations, check-in/out, and the four stages of the guest cycle. In the reflections, it prompts the reader to discuss what they learned and found interesting.

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Mistekee Maramag
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70 views15 pages

Welcome To Grade 7: Prepared By: Mistekee G. Maramag Just Call Me Ma'am Misty in Short

The document provides an introduction to front office services in hotels. It discusses that the front office is the most important department that interacts directly with customers upon arrival. It operates 24 hours a day with morning, day, and night shifts. The document then provides three activities that assess understanding of front office roles like receptionist, concierge, bellhop, and night auditor. It also covers concepts like reservations, check-in/out, and the four stages of the guest cycle. In the reflections, it prompts the reader to discuss what they learned and found interesting.

Uploaded by

Mistekee Maramag
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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WELCOME TO

GRADE 7
Prepared by: Mistekee G. Maramag
Just call me Ma’am Misty
In short
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES
What is FRONT OFFICE ?
 is one of the many departments of the hotel business which
directly interacts with the customers when they first arrive at the
hotel. It is also considered as most important department in the
hotel operation. Communication and accounting are the most
important functions of the front desk operation, accounting
procedure involve settlement of the guest bills, accepted advance
booking of hotel rooms and settle bills at the time of guest check-
out. Communication with guest in processing reservation, handling
guest reception and fulfill the guest inquiry usage in the hotel.
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES
The front office Department operates 24 hours a day with three (3) main shifts:
Morning Day shift, day evening shift, and Night shift. There are also different Front Office
Personnel to handle, manage, and transact for different hotel operation.
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES
Activity 1: Multiple Choice
Directions: Choose the answer from the options below. Write the letter that best corresponds
to your answer. Place your answer beside each number.
1. What is the duty/responsibility of a receptionist in the hotel?
A. confirm reservation B. guest guide C. Up sell accommodation D.
Assigning
2. Which of the following front office service when a guest needs transportation, and booking
services outside the hotel?
A. Valet B. Concierge. C. FO Manager . D. Receptionist
3. Where does a guest ask information upon his/her arrival of the guest at the hotel?
A. Front Office B. Middle Office C. Back Office D. Office of the Manager
4. Which of the following front office personnel gives orientation of a newly hired employee?
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES
A. Valet B. Concierge. C. FO Manager D. Receptionist
5. Which of the following shift do hotel follow and implemented? A. Day shift; Night Shift
a. Day Shift; Afternoon Shift; Evening Shift
b. Night Shift; Day- evening Shift; Morning – day Shift
c. Morning – day shift; day – evening shift; Night Shift
6. Where do guest pay their account during check out?
A. Manager B. Cashier C. Receptionist D. Night Auditor
7. What part of the hotel should a bell boy stay to assist guest?
a. Front desk c. Front part of the hotel
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES
B. Middle Office D. Back part of the hotel
8. Which of the following personnel prepares the budget for the front office department
A. Manager B. Cashier C. Receptionist D. Night Auditor
9. This considers as one of the service a bell boy offer to hotel guest.
A. Receiving payment
B. Act as cashier for banquet function
C. Escorting guests to their rooms on arrival
D. Making reservations for dining in famous restaurant
10. Which of the following personnel familiarize guests about safety features and in-room
Facilities?
A. Valet B. Concierge. C. Bell Boy D. Receptionist
:
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES
ACTIVITY 2:
Directions: Fill in the chart with the correct personnel of the front office
department by
reading the statement below:
1. Direct and coordinate the activities of the front office department.
2. Handling guest luggage at the time of guest arrival and departure.
3. Receiving payment balancing guest account.
4. Open the doors of guests’ vehicles on their arrival in the hotel portico.
5. Preparing the night audit report check-in and check-out guest who arrive
or depart After 11:00 p.m.
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES

6. Handling check-in and checkout.


7. Making reservations for dining in famous
restaurant outside the hotel.
8. Handling guaranteed and non-guaranteed
reservations.
9. Processing all incoming and outgoing calls.
10. provide paging services for guest
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES
Activity 3: True or False
Directions: Write TRUE if the statement is correct and FALSE if the statement is not
correct. Write your answer before the number.
_________1. Front Office is considering as the most important department in Hotel
Operation.
_________2. Hotel can be categorized as Small, Medium, and Large Hotels.
_________3. It is in the front office area where you can ask information about hotel
accommodation.
_________4. When a guest use telephone for reservation we call that in house
reservation.
_________5. Hotel receptionist handles guest payments.
_________6. Guest makes first contact with the middle office.
_________7. Front Office Department handles check in and checkout of guest.
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES

_________8. Front Office department operates 24 hours a day 7 days a week,


_________9. Receptionist handles opening and maintaining the guest folios.
_________10. Door attendant helps the bell boy in carrying guest language.
_________11. The hotel manager handles special request of guest.
_________12. A reservation agent is the one sells room /accommodation.
_________ 13. There are 4 guest cycle stage that we follow in hotel
accommodation.
_________ 14. During the settlement of guest bill, guest can make future
booking in the hotel.
__________15. Reservation is considering as the first stage in hotel
accommodation.
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES
. Reflections:
Things I Learned from the lesson.
_________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Things I found interesting about the Activity.
__________________________________________________________________
__________________________________________________________________
__________________________________________________ __

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