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1. HMPE101- FRONT OFFICE OPERATION F RONT OFFICE D EPARTMENT I NTRODUCTION to

2. Learning Outcomes: After this chapter the learner will be able to: Define hotel front office; Discuss the coordination of front office with other departments; and Identify the duties and responsibilities of front office department personnel.

3. FRONT OFFICE

4. Front office is the first department of hotel which comes in guest contact, at the time of guest arrival and the last department when they depart from the hotel. This department performs the various functions like reservation, reception, registration, room assignment and bills settlement of a resident guest. FRONT OFFICE

5. The Front Office department is one of the important departments in the hotel. It provides the first impression that is significant in the guest’s stay. The department welcomes guests' arrival and effectively attends to their needs for a swift check in. The staff serves as the liaisons between housekeeping and guest request. FRONT OFFICE

6. • Pre-arrival • Arrival • Occupancy • Departure FRONT OFFICE DEPARTMENT RESPONSIBILIBIITES

7. Pre-arrival: This is when the client is planning to book an accommodation at a hotel thus the process starts with finding about information related to the hotel and its facilities. When the guest interaction happens with the front desk employees the front office software records the guest’s information such as name, age, contact numbers, probable duration of stay for room reservation and so on. FRONT OFFICE DEPARTMENT RESPONSIBILIBIITES

8. Arrival: This stage is when the front desk staff receives the guests in the hotel at the hotel reception. The bell boys get the baggage from the porch to the main lobby and the receptionist then checks the whether the guest has a reservation or not. For guests with confirmed reservation the prefilled Guest Registration Card is presented to the guest for signatures and to fill any information that was not previously shared. FRONT OFFICE DEPARTMENT RESPONSIBILIBIITES

9. Occupancy: The posting of various charges for services used by the guest, payments made, room bill, etc. are updated in the hotel system from different outlets takes place in occupancy stage. Any mails and messages received for the guest when he/she is away or not in the room are processed and delivered with confidentiality. The staff also ensures that the room keys are assigned to the correct individual by asking for key card every time the need arises. The services like booking a taxi, booking travel tickets, booking tickets for special events, babysitting, local sightseeing, etc. on request of the guest are also provided. FRONT OFFICE DEPARTMENT RESPONSIBILIBIITES

10. Departure: As the name suggests the departure stage includes the preparation of final bills, presentation of bills, receipt of payments and procession of payments for settlement apart from creation of guest history records. The bills which are not settled in full are processed with necessary documents collected from the departing guest for transferring them to the accounts department for follow up. The guest record then gets changed to the non – guest record. The baggage is picked up and loaded into guest vehicle by the bell desk porters. And if any facility like a drop is needed to the airport of nearest transit point it is also provided. FRONT OFFICE DEPARTMENT RESPONSIBILIBIITES

11. DUTIES OF FRONT OFFICE PERSONNEL

12. FRONT OFFICE MANAGER Direct and coordinate the activities of the front office department Perform the function of a link between the management and front office employees Responsible for hiring, training, supervising and disciplinary all front desk, reservation, and guest services staff members in order to maintain the desired standard of service Prepared the budget for the front office department Evaluate the job performance of each front office employee DUTIES OF FRONT OFFICE PERSONNEL

13. RESERVATION AGENT Handling guaranteed and non-guaranteed reservation up sell accommodation Prepared a guest folder and to keep the mails and messages of guest with reservation doc Providing management information to other department DUTIES OF FRONT OFFICE PERSONNEL

14. RECEPTIONIST Prepared the expected arrival list and the expected departure list every day greeting guest handling special request handling check-in and check-out providing information to guest assigning rooms and dispensing guest room keys DUTIES OF FRONT OFFICE PERSONNEL

15. RECEPTIONIST Receiving payment Balancing guest account Opening and maintaining the guest folios Recording all credit charges in guest folios Preparing bills at the time of check-out Handling credits/debit/charge cards for the settlement of a guest account.DDD DUTIES OF FRONT OFFICE PERSONNEL

16. GUEST FOLIO DUTIES OF FRONT OFFICE PERSONNEL

17. CONCIERGE Making reservations for dining in famous restaurant Arranging tours, limousine, and entertainment ticket Maintaining good relationship with hospitality industry Personal helper to VIP Obtaining tickets for theatres, musicals etc Provide latest information of events DUTIES OF FRONT OFFICE PERSONNEL

18. RELATIONSHIP & COORDINATION WITH OTHER DEPARTMENTS

19. DIAGRAM OF FRONT OFFICE CORDINATION WITH OTHER DEPRTMENT

20. Housekeeping Department: Housekeeping and the front office communicate with each other about housekeeping room status, the report on the availability of the rooms for immediate guest occupancy, availability of rooms, cleanliness and hygiene of front office areas, maintenance of furniture and fixtures. It is important to communicate both ways as this leads to resolution of any issues related to room availability at the earliest and for taking care of guest issues if any in context of room and amenities provided. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS

21. Housekeeping room status can be described in the following common terms: VR: O: SO: DR: FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Vacant & Ready(Clean/ Available) - room is ready to be occupied. Vacant & Ready(Clean/ Available) - room is ready to be occupied. Stay over - guest shall not be checking out of a room on the current day Dirty or On - Change - guest has checked out of the room, but the housekeeping staff has not released the room for occupancy. OOO: Out - of - Order - room is not available for occupancy because of a mechanical malfunction

22. Depart-ment Main Resposibilities Liaising with FO Food and Beverage (F&B) Purchasing, preparation and provision of food, drinks and catering services to guests via banqueting (function catering); restaurant; bar; perhaps coffee shops; floor service (refreshments delivered to the lounge or pool area & room service F&B needs: Occupancy forecasts to estimate provisions requirements - confirmed arrival/departure information to control guest credit FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS

23. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Depart-ment Main Resposibilities Liaising with FO Food and Beverage (F&B) Purchasing, preparation and provision of food, drinks and caterings ervices to guests via banqueting (function catering); restaurant; bar; perhaps coffee shops; floor service (refreshments delivered to the lounge or pool area & room service FO needs: Info on food/ drinks charges to add to guest bills may take or refer restaurant bookings F& B takings will be paid in to the cashier for accounting and banking

24. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Depart-ment Main Resposibilities Liaising with FO Housekeeping Management of guest rooms and cleanliness of all public areas of the hotel; cleaning, making up and supplying of rooms with soap, towels, mini-bar stocks; preparing housekeeping / room status reports Housekeeping needs: arrival/ departure info to plan its staff roster and room cleaning schedules info about special requests, complaints or urgent room preparation requirements

25. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Department Main Resposibilities Liaising with FO Housekeeping Management of guest rooms and cleanliness of all public areas of the hotel; cleaning, making up and supplying of rooms with soap, towels, mini-bar stocks; preparing housekeeping / room status reports FO needs up to date info on rooms (occupied, vacant but not ready, out of order, ready to let ) to update room status/ availability record; the housekeeper’s report

26. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Department Main Resposibilities Liaising with FO Maintenance Maintenance and operation of all machinery and equipment, carrying out minor repairs and works (carpentry, upholstery, plumbing, electrical) Maintenance needs info about repair/ replacement requirements FO needs confirmation that guest repair requests have been seen to FO needs up to date info on OOO rooms to update room availability records

27. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Depart-ment Main Resposibilities Liaising with FO Accounts Monitoring, recording, checking, reporting of all financial activities of the hotel; processing and banking takings; processing of payrolls; preparing internal reports; audits and financial statements; compiling statistics Accounts needs: Front office takings paid in, with relevant records guest billing information, for credit control, entry in main hotel accounts, revenue reporting

28. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Depart-ment Main Resposibilities Liaising with FO Security Safety and security of guests, visitors and employees; patrolling premises; monitoring surveillance equipment; handling security incidents; liasing with police if required FO needs warnings to evacuate premises and incident reports for future planning Security needs to be alerted to suspicious persons or activities,, reports of security breach Security helps with special needs guests May administer first aid

29. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Depart-ment Main Resposibilities Liaising with FO Security Safety and security of guests, visitors and employees; patrolling premises; monitoring surveillance equipment; handling security incidents; liasing with police if required deals with problems with guest safes, guests locked out of rooms and opening of interconnecting doors Deals with lost property

30. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Depart-ment Main Resposibilities Liaising with FO Sales and Marketing Generating new business and increased sales for the hotel; sales of rooms, facilities and services; advertising; promotions; PR and publicity; winning corporate, tour operator and agency business, designing the website FO needs info on special promotions (special rates and inclusions); campaigns ( to anticipate increased demand)

31. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Depart-ment Main Resposibilities Liaising with FO Sales and Marketing Generating new business and increased sales for the hotel; sales of rooms, facilities and services; advertising; promotions; PR and publicity; winning corporate, tour operator and agency business, designing the website sales needs : info on room availability to know what rooms to sell Info on guest types/ origins to develop maketing strategy and target key guest segments Support in selling rooms, facilities & services

32. FRONT OFFICE LIAISING WITH OTHER DEPARTMENTS Depart-ment Main Resposibilities Liaising with FO Human Resources Recruitment & selection of staff; staff induction & training; performance appraisal; rewards & career planning; employee relations; compliance with employment law HR needs info on FO job requirements for recuitment ; FO staff perfromance & training needs; FO staff problems and concerns FO staff need info on HR policies and rules; training & caree oppotunities

33. NATO PHONETIC ALPHABET

34. The NATO phonetic alphabet is a Spelling Alphabet, a set of words used instead of letters in oral communication (i.e. over the phone or military radio). Each word ("code word") stands for its initial letter (alphabetical "symbol"). The 26 code words in the NATO phonetic alphabet are assigned to the 26 letters of the English alphabet in alphabetical order as follows: Nato Phonetic Alphabet

35. The NATO (North Atlantic Treaty Organization) Phonetic Alphabet is currently officially denoted as the International Radiotelephony Spelling Alphabet (IRSA) or the ICAO (International Civil Aviation Organization) phonetic alphabet or ITU (International Telecommunication Union) phonetic alphabet. Thus, this alphabet can be referred as the ICAO/ITU/NATO Phonetic Alphabet or International Phonetic Alphabet.. Nato Phonetic Alphabet

36. A typical use of the NATO Phonetic Alphabet would be to spell out each letter in a word over the phone by saying, for example: "S as in Sierra" (or "S for Sierra"), "E as in Echo, Y as in Yankee, F as in Foxtrot, R as in Romeo, I as in India, E as in Echo, D as in Delta" to communicate the spelling of the name "Seyfried" correctly. Nato Phonetic Alphabet

37. Referen ces: Jatashankar R. Tewari-― Hotel Front Office Operations and Managementǁ - Oxford University Press. • Sudhir Andrews- ― Hotel Front Office a Training Mannualǁ – Tata Mc Graw Hill Companies. https://kasal.com/enjoy-gift-relaxation-city-garden-grand-hotel https://ihmnotes.blogspot.com/2013/02/role-of-front-office-in.html https://www.ringcentral.com/gb/en/blog/phonetic-alphabet-nato-improves-customer-service/