A Power Point Presentation on Front office overview.ppt

A ppt on Front office overview

2. An office usually situated in the lobby, always
located inside the main entrance, whose primary
function is to control the sale of guest rooms,
provide keys, mail, information service for
guests, maintain guest accounts, render bills,
receive payments as well as providing
information to other departments within the
hotel.

3. The Front office is the face of the hotel. It is
the first and last point of interaction for the
guest.

4. •To Sell Rooms
•To reserve rooms before arrival of the
guests
•To register guest into the hotel
•To assign rooms
•To coordinate with other services
•To provide in-house & external information to guests
•To maintain accurate room status information
•To maintain accounts of the guests & settle their bills

5. 5
The guest cycle describes the activities that each
guest passes by from the moment he/she calls to
communicate a reservation inquiry till he/she
departs from the hotel. In fact, the guest cycle
encompasses 4 different stages, which are
depicted in the underneath diagram:

7. •At the pre-arrival stage, front office create
reservation Record for every potential guest .
•Reservation records help personalize guest services
and appropriately schedule needed staff and
facilities .
• Reservation department should, then, complete all
the pre-registration activities and prepare guest
folios (applicable only for automated systems).
•
•This will eventually maximize room sales by
accurately monitoring room availability and
forecasting room revenues
 

8. •At the arrival stage, registration and rooming functions
takes place and the hotel establishes a business relation-
ship with the guest.
•Front office Assistant should determine the guest’s
reservation status . Later, he/she shall prepare a
registration record or make the guest sign the already-
printed pre-registration record
•The registration records shall include the personal and
financial items

9. •At the occupancy stage, the front office coordinate with guest services in
a timely and accurate manner.
•Front office assistant should encourage repeat guests by paying a great
attention to guest complaints.
•Design effective procedures in order to protect the funds and valuables
of guests. This might be ensured through guest key control, property
surveillance, safe deposit boxes, and well designed emergency panels and
exits…
• 

10. •At the departure stage, the
guest shall be walked out of
the hotel.
•Create guest history record.

•Cashiers shall settle guest
account outstanding balances

11. •A proper checkout occurs when the guest:
-Vacates the room
-Receives an accurate settlement of the guest
account
-Returns room keys
-Leaves the hotel
•Guest is encouraged to consider returning to hotel
•Ask Guest to fill feedback form