Rooms Division The front office.pptx

Room Div

1. The Front Office Overview The front office is the most visible of all departments in the rooms division of the hotel since it is responsible for the incoming and outgoing guests. It usually generates the greatest amount of revenue for an accommodation venue through room sales. 2 Areas of the FO 1.The Front Desk 2. The uniform services who report directly to the Front Office Manager

2. Note: The registration process is being done right at the front office section. As one can arguably say that the most important experience is the registration process. One can also say that this is the time that lasting impressions are made. Some said 75% of the total satisfaction of a guest in a hotel experience is during the registration process.

3. The Registration Process The registration process of a hotel can be analyzed by understanding the arrival chronology. Arrival chronology -the term used to categorize the stages a guest goes through upon arrival to a hotel . The Arrival Chronology Greeting Stage. The valet parker/doorperson greeting and assisting arriving guests. 2. Transition Stage. Bell person assisting guests to the lobby/ front desk to register. 3. Registration Stage. Front desk to register guest 4. Completion Stage. Bellperson to room guest

4. Greeting the Guest Stage The uniform services division of the front office section of a hotel are the first who come into contact with most guests when they arrive. The first people to greet and assist guests are the doorpersons or valet attendants depending on the size of the hotel. In bigger lodging facilities, the parking attendant is the first to greet people arriving to a hotel. Therefore, first impression is very important. In most cases, the attendant is the last person that the guest will have an encounter with. He / she must be knowledgeable and well trained in proper guest service provision. Picture of front office

5. The second person to greet and deal with guests is the doorperson. The doorperson has a responsibility to assist guests as they come in the hotel’s lobby area. 2. The Transition Stage Assist guest from the door to the front desk. They will be assisted by the bellperson ( also called bellman, bellhop, or bellboy). The bellperson is also responsible in rooming the guests.

6. Some of the Functions of the Bellstaff Assist guests from the door to the front desk, and from the front desk to their room. 2. Assist other departments when needed. 3. Deliver messages, faxes, and room gifts. The bellstaffs are headed by the bellcaptain who directs the members and ensures staffing level. 3. The Registration Stage The registration begins once the guest has arrived and has made it to the front desk as assisted by the bellperson . The front desk agent should continue to focus on guest satisfaction.

7. The registration process should run smoothly and one thing to do this is by creating a warm and inviting atmosphere around the front office area. 4. The Completion Stage. After the registration process, the bellperson shall escort the guest to the room and explain its features, as well as the hotel features. The guest shall be informed about the services available at the hotel and that should there be other concerns, the front desk are just a call away to assist them.

8. Operations and Administration The front office section’s duties are very significant to the success of the hotel’s operation, it is very important that management and control systems are in place to ensure smooth hotel daily operations. On the Operations Administration To ensure that excellent services are rendered to the guestss in accordance with the standards and what they are expecting, it is very important that Front Office Managers are good communicators first and foremost. They should be able to staff adequately staff adequately the division to ensure that everything is manned and that everything are well -attended to. Front Office Management and Control System

9. On Staffing- managing staff properly and deploying them is very important for the success of the hotel operations. It is important that each section is well- manned to avoid inconvenience or poor guest service. Typical Hotel Scheduling: AM Shift- 5:00 A.M to 7:00 AM. - The first shift who receive the night audit staff. PM Shift- This is the second shift which starts before the hotel standard check in time. - Employees arriver between 1:00 to 3:00 PM. -They stay until relieved by the night audit team.

10. Night shift-between 9:00 PM to 11:00 PM relieving the PM shifts. “ Swing “Shift –this may be needed at any point in a day depending on the hotel size and projected arrivals/ departures. This can also happen when there is a need to facilitate group arrival or fill up staffs when some are given breaks. Note: It is important that a front office manager knows how to do a labor forecast to avoid labor shortage. As hotel sales vary depending on its season, managers can clearly forecast who he needs to and at what particular season. To manage the flow of the operation, and make sure that everything is under control, managers need to use a checklist to aid them in completing every assigned task.

11. Implementation of the 10X10 Rule This is a rule implemented by most hotels to managem guest service and ensure guest satisfaction. The first part entails that the guest perception is instilled in the first 10 minutes upon arrival. This perception already affects the entire stay of the guests in a hotel . In this case , each staff is properly trained in greeting and assisting guests to ma them feel that they are warmly welcomed to the hotel premises. The second part requires the front desk to greet guests with a smile 10 feet before the guest approaches the front desk. To create a favorable impression. The Use of a Pass on Log . Pass on log is used by the front office to input the most important data that an incoming staff should know

12. This helps in serving guests at all times since there is a proper turn over of the things that happened and the requests that are in place. Pass on log is used and vital form to communicate with other departments. Takes the form of a large book where outgoing managers can write notes to the incoming managers. The Use of Property Management System(PMS)-is used to facilitate the operational control such as on planning and decision making processes. It provides adequate and timely information to serve to serve as guide or aid in the coordination of commercial accommodation daily transactions and activities.

13. It must be able to provide timely information to serve as guide or aid in the coordination of a commercial accommodation daily transactions and activities. Types of PMS Used by Hotels Manual system Semi-automated system Fully automated system