HOSPITALITY MANAGEME Unit 2 Topics covered Front Office

HOSPITALITY MANAGEME Unit – 2 Topics covered: Front Office – Introduction

FRONT OFFICE AND ITS SECTION • It is the one of the many departments of the hotel bu directly interacts with the customers when they first hotel. The staff of this department is very visible to Front office staff handles the transactions between its guests. The staff receives the guests, handles th and strikes the first impression about the hotel into Front office department includes: Front Desk Uniformed services Concierges

HIERARCHY

BASIC RESPONSIBILITIES OF FRONT DEPARTMENT Following are the most basic responsibilities a front o handle: Creating guest database Handling guest accounts Coordinating guest service Trying to sell a service

DUTIES Some important tasks a reservation manager is respons Having knowledge about the reservation systems. Providing and updating information on tours, prices, an Reviewing daily hotel reservations. Preparing occupancy forecast. Updating travel agent rates in the system. Prominent roles and responsibilities of the reception ma Dealing with arrival and departure of the guests. Welcoming the guests, escorting them to the room, and

The responsibilities of the guest service manager: Handling guest mails, letters, and couriers. Ensuring guest messages are delivered at the right tim Training the guest service staff such as concierges, be parking staff, and porters. Maintaining guest service suggestion cards and guest complaints. The communication manager is responsib for: Keeping in check all communication facilities such as P internet in the hotel.

TARIFF AND MEAL PLANS, TYPES OF R Following are the common basis on which tariff is charge 1. 12 noon / Check-in, check out basis: It is the most co convenient for both hotel and guest to fix a check-in out time. Most commonly hotels fix 12 noon as the c check-out time. If a guest checks in at the check-in t by the hotel and checks out next day at the same tim be charged for one day. But if he exceeds the check may be charged for two days. 2. 24 Hour Basis – There are some hotels that charge

1. Number of Night basis – There are some hotels that ch rent on the basis of nights spent in the hotel. If a guest s night, then he is charged for a day and if he spends two is charged for two days. 2. Day Use – Sometimes a guest wants to stay in a hotel hours only (maximum 6 hours). These guests are charge on day basis irrespective of the check-in and check-out

MEAL PLANS

TYPES OF ROOMS • Single: A room assigned to one person. May have one beds. • Double: A room assigned to two people. May have one beds. • Triple: A room assigned to three people. May have two beds. • Quad: A room assigned to four people. May have two o beds. • Queen: A room with a queen-sized bed. May be occup one or more people.

Types of Suites can include: • Master Suite: A parlour or living room connected to one bedrooms. • Mini-Suite or Junior Suite: A single room with a bed and Sometimes the sleeping area is in a bedroom separate parlour or living room. Other types of rooms can include: • Connecting rooms: Rooms with individual entrance d outside and a connecting door between. Guests can rooms without going through the hallway. • Adjoining rooms: Rooms with a common wall, but no co

CHECK - IN PROCEDURES Upon the guest’s arrival, greet the guest. Ask the guest for his/her name politely. Search the reservation record in the PMS. Generate and print a registration card. Handover a GRC to the guest for verifying printed d Request the guest to show the ID card from an auth institute. Request to show passport and visa in case of foreig

Inform the guest about any early/late check-out policies. Request the guest to sign on the GRC. Counter-sign the GRC. Update the details on the guest record. Create a guest account. Prepare copies of driving license/passport and visa. Attach them to the GRC and file the entire set.

CHECK - OUT PROCEDURES The guest arrives at the front desk. Greet the guest. Print a copy of guest folio. Hand it over to the guest for verification. If there is any discrepancy, assure the guest about Resolve the discrepancy immediately. Apologize to the guest for inconvenience.

Print the receipt and give it to the guest. Ask the guest if he/she needs any assistance for lugga Ask the guest if the transport facility to the airport is re Greet the guest for giving an opportunity to serve as, “ enjoyed your stay with us. Thank you. Good (morning/afternoon/nigh