Chapter 1 Front Office Operations What is an

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Chapter 1 Front Office Operations

Chapter 1 Front Office Operations

What is an organisational chart? An organisational chart is a graphical representation of a

What is an organisational chart? An organisational chart is a graphical representation of a venues structure. It shows the staffing structure, each department, the division of labour, levels of authority and lines of communication. Front Office Operations : Chapter 1 2

Organisation Chart Front Office Operations : Chapter 1 3

Organisation Chart Front Office Operations : Chapter 1 3

Accommodation services Accommodation services, also commonly referred to as the rooms division, is the

Accommodation services Accommodation services, also commonly referred to as the rooms division, is the department responsible for selling and maintaining guestrooms and associated front office services. Front Office Operations : Chapter 1 4

Accommodation services The primary concerns of the department are guestrooms and the services available

Accommodation services The primary concerns of the department are guestrooms and the services available to guests while staying in the venue through the front office. Front Office Operations : Chapter 1 5

Market segment = customer ? A portion of the target market that has similar

Market segment = customer ? A portion of the target market that has similar traits, needs and desires that the venue wants to attract. For example: › › › Business travellers Families Tour groups Couples Conference groups Free independent travellers (FIT) Front Office Operations : Chapter 1 6

Front Office Operations : Chapter 1 7

Front Office Operations : Chapter 1 7

Cycle of service The four stages of the guests experience with the venue are:

Cycle of service The four stages of the guests experience with the venue are: › › Pre-arrival Arrival Occupancy Departure. Front Office Operations : Chapter 1 8

Cycle of service Pre-arrival Arrival Departure Occupancy Front Office Operations : Chapter 1 9

Cycle of service Pre-arrival Arrival Departure Occupancy Front Office Operations : Chapter 1 9

Pre-arrival stage Those activities that occur before the guest arrives: › › Manage enquiries

Pre-arrival stage Those activities that occur before the guest arrives: › › Manage enquiries Venue inspections Reservations Pre-payments/deposits. Front Office Operations : Chapter 1 10

Arrival stage Those activities that relate to the guests arrival at the venue, and

Arrival stage Those activities that relate to the guests arrival at the venue, and check in procedures. It is the first face-to-face opportunity to make a good impression. Front Office Operations : Chapter 1 11

Occupancy stage Those activities that occur while the guest is registered in the venue

Occupancy stage Those activities that occur while the guest is registered in the venue including consumption of goods and services, payments, and requested services. Front Office Operations : Chapter 1 12

Departure stage Those activities that relate to a guests departure: › › › Account

Departure stage Those activities that relate to a guests departure: › › › Account settlement Collection of luggage from room Onward accommodation bookings Arrangement of transport Farewell. Front Office Operations : Chapter 1 13

Front Office Systems Non-Automated Front Office Systems Semi-Automated Front Office Systems Fully automated System

Front Office Systems Non-Automated Front Office Systems Semi-Automated Front Office Systems Fully automated System (computer based) or Property Management Systems (PMS) Chapter 1 (cont’) Front Office Operations : Chapter 1 19

Front Office Forms 1. Pre-arrival activities: Reservation record or a reservation file Letter of

Front Office Forms 1. Pre-arrival activities: Reservation record or a reservation file Letter of confirmation Reservation rack and reservation rack slips Front Office Operations : Chapter 1 20

Front Office Forms (cont) 2. Arrival activities: Registration card (or record) or registration file

Front Office Forms (cont) 2. Arrival activities: Registration card (or record) or registration file Room rack and room rack slips Front Office Operations : Chapter 1 21

Front Office Forms (cont) 3. Occupancy activities: Guest folio: shall be of duplicate forms

Front Office Forms (cont) 3. Occupancy activities: Guest folio: shall be of duplicate forms and prenumbered for cross-indexing control purposes 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… Information rack slips Front Office Operations : Chapter 1 22

Front Office Forms (cont) 4. Departure activities: Credit card vouchers Cash vouchers Personal check

Front Office Forms (cont) 4. Departure activities: Credit card vouchers Cash vouchers Personal check vouchers Transfer vouchers Guest history records Front Office Operations : Chapter 1 23

Front Office Functional Organization Front Desk designed alternatives: 1. Circular or semi-circular structure: this

Front Office Functional Organization Front Desk designed alternatives: 1. 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 Front Office Operations : Chapter 1 24

Front Office Operations : Chapter 1 25

Front Office Operations : Chapter 1 25

Front Office Operations : Chapter 1 26

Front Office Operations : Chapter 1 26

Front Desk designed alternatives (cont) 2. Traditional straight desk: Under this very design, fewer

Front Desk designed alternatives (cont) 2. Traditional straight desk: Under this very design, fewer staff is needed, but fewer guests can be served at the same time. Front Office Operations : Chapter 1 27

Front Desk designed alternatives (cont) 3. Deskless environment: Under this design, there is no

Front Desk designed alternatives (cont) 3. Deskless 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. Front Office Operations : Chapter 1 28

Front Office Operations : Chapter 1 29

Front Office Operations : Chapter 1 29

Front Office Equipment Room rack, mail, message, and key racks Reservation racks, Information racks

Front Office Equipment Room rack, mail, message, and key racks Reservation racks, Information racks Folio trays or folio buckets Account posting machine EDC Pool (Electronic Draft Capture) Voucher racks Cash registers Telephone equipment And so on Front Office Operations : Chapter 1 30

Rack Front Office Operations : Chapter 1 31

Rack Front Office Operations : Chapter 1 31

Rack Front Office Operations : Chapter 1 32

Rack Front Office Operations : Chapter 1 32

Cash register Front Office Operations : Chapter 1 33

Cash register Front Office Operations : Chapter 1 33

EDC Pool (Electronic Draft Capture) Front Office Operations : Chapter 1 34

EDC Pool (Electronic Draft Capture) Front Office Operations : Chapter 1 34