FRONT OFFICE NC II/ FRONT OFFICE PROCEDURES

Prepared by:

Carlos B. David

FRONT OFFICE NC II/FRONT OFFICE PROCEDURES

overbooking

Accepting more reservations than the hotel can accommodate

Availability board

A convenient visual guide for controlling overbooking and,

It reflects the true picture of the room availability status for a six period of month.

Guaranteed reservation

A form of reservation when guest guarantees payment for the first nights stay, regardless of whether or he or she actually arrives

Central reservation system

A system from an independent company that charges the hotel for a fee for each reservation it generates or

A percentage of the revenue generated from the reservations it books.

Confirmation Number

A number generated by the property reservation management system which serves as proof that a reservation was done in a hotel.

fit

An individual guest or representatives who come to the hotel in person to make a reservation.

Sources of reservations

Mail

Telephone

Central Reservations System

In-house/Walk-in guest

2 forms of reservation system

Manual

Computerized

No show

Guests who have reservations but did not come.

Property management system used by the hotels

FIDELIO

OPERA & HARMONY

Data/information needed by a reservation agent from a guest

Expected time of arrival (ETD)

Departure date

Names of all parties desiring reservations

Convention/Group/Business affiliation

Type of accommodation (double, king, suite, etc.)

Arrival

Data/information needed by a reservation agent from a guest

Departure date

Expected time of arrival (ETD)

Names of all parties desiring reservations

Convention/Group/Business affiliation

Type of accommodation (double, king, suite, etc.)

Contd..

6. Arrival Date, time and departure date of the guest

7. The name and address of the party to whom the

confirmation is to be sent

8. The form of payment to be used and the name

and address of the party to whom the is to be

sent.

Contd..

9. The rate of the room

10. Special instructions or special requests, no matter how minor (small)

Common product information an F.O. staff should know

Floor plan and what views

Number of guestrooms

Sizes of the rooms

Hotel amenities/ facilities

Types of accommodation (single, double, etc. )

Room rate structure

Guestroom features and amenities

Reports that the F.O. agent should review at the start of the shift

Arrivals report(includes the number of guests arriving by date and the type of room each had requested)

Departure report(includes the numbers of guests checking out on a particular date)

VIP report (optional)(includes the names and requirements of guests arriving on a particular date who will receive special gifts and services.

Flow of activities in rooming a guest

Greeting the guests.(a friendly smile, a good morning, afternoon or evening and offering assistance

Determining if the guest has a reservation or not by askingare we holding a reservation?

If theres no reservationperform the reservation process for the guest

If theres a reservationfront office agent verifies the data taken by the reservationists, including the spelling band pronunciation of the guests name, mailing address,, rate, method of payment and departure dates

Assignment of rooms

Assist the guests with their luggage

Escorts the guests to their rooms..

Things to do before a group arrival

Needed rooms are blocked off on the room rack

Keys are sorted out for each room

Individual or group registration cards are prepared in advance so guests need only to sign upon arrival

If group billing is to be usedan account is opened

If individual accounts have been arranged, they are generated in advance

Contd

6. On arrival, a separate counter is to be set-up to keep congestion to a minimum from the main desk

7. The hotel may opt to give a kit containing the welcome note, key charge instructions, tour or convention details, map of the city, and so on

8. Bell staff members standby to move the guests to their rooms in small groups

9. Coordination with other departments is performed for a smooth flow of guest stay