3 front office accommodation product and hotel guest

Accommodation Product and Hotel Guest Amenities

Front Office Operations

Rooms DivisionFront Office Department Housekeeping DepartmentPABX or PBX / Telephone Department Laundry DepartmentConcierge/Bell Service Department /Porter

Service

F.O. OperationsReservationsRegistrations Room and rates assignmentGuest ServicesRoom StatusMaintenance and settlement of guest

accounts as well as city ledger Creation of guest history by using guest

history cardex

ReservationsAvailability of toll free telephone

numbersDirect telephone callsHotel sales representativesTravel agenciesTelex/Fax E-mailsProperty networks

PABX Department PABX- hotel switchboard or private

branch exchangeAnswering and distributing callsMonitor wake up callsCoordinate all the emergency callsProtect privacy of the guests

FRONT OF THE HOUSE Set proper service standardsEnhance hotel’s imageMake lasting impression

Personal Traits of F.O. StaffReports on timeWith positive attitudeMatureMaintains control and composureSmiles readilyPleasant, cordial and a people person

Personal Traits of F.O. StaffWith sense of humorSmartCreativeWith good listening skillsFlexibleInnovativeA team playerWith eye for detail

SKILLSWith practical skills, knowledge

and aptitudeMathematical skills (for cashiering

and accounting tasks)Keyboarding (recordkeeping and

computer operation)

Good Grooming Dress appropriatelyObserve proper groomingUse minimum jewelryNeat and always presentable

F.O. Staff1. Uniformed Service departmentBell AttendantDoor AttendantValet Parking AttendantTransportation PersonnelConcierge

F.O. Staff2. Front Desk

Receptionist Front Desk Agent

CashierMail and information clerk

Front Desk Agents/Clerks

Reservations DepartmentReservation Manager

Telephone Operator

Receptionist

Bellman/ Bellboy/ Bellhop

Palm Garden Raffles Singapore

Doorman

Hotel Concierge

Accommodation ProductOne of the main products provided by a

hotelOne of the largest sources of incomeA guest purchasing accommodation also

receives other facilities and benefits such as ambience, décorations and security

Types of guest roomsHotel guest rooms can be classified as:The number and size of bedsDécor, Room size and ViewSpecial types of accommodation for

particular types of guestsExecutive floor for business executives

and presidential suites for VIPs

Number and size of beds

Types of room

No. of beds

No of people/room

Single 1 1

Twin 2 2

Double 1 2

Queen 1 2

King 1 2

Décor, Room size and View

Type Size (2m) View Examples Décorations

Standard single 23.5 Garden view Pine furniture

Superior double 23.5 Sea view Pine furniture

Deluxe twin 28.6 Sea view Rosewood furniture

Deluxe double 28.6 Sea view Rosewood furniture

Suite 105.9 Sea view Antique furniture

Executive Floors and Presidential SuitesThe Executive Floors

Separate check-in proceduresMeeting-room facilitiesInternet / Broadband serviceSeparate breakfast room and bar

areas

Executive floors and presidential suitesNon-smoking floors

Awareness of health consciousWomen-only floors

With sense of securityPresidential suites

Target up-market or wealthy clientele, and VIPs

RoomRack Rate / Full Rate

Normal standard rate for the room with no meals included

Corporate / Commercial rateRate agreed between a company and

hotel for all individual room reservationsGroup rate

Rate agreed between travel agent and hotel for group room reservations

Room RatesIT rate

Rate agreed between travel agent and hotel for all individual room reservations

Crew rateRate agreed between airline and hotel

for their airline crew room reservations

Hotel Brochures and Tariffs

Sales and marketing toolsHelp to sell the accommodation food

and beverage, facilities and services of a hotel

Tariffs are usually printed separately as an insert

Types of hotel guestHotel guests can be classified according to their:Purpose of visitGroup sizeOrigin

Purpose of visit1) Pleasure (Leisure) travelers

Known as tourists Sightseeing or entertainment Highly seasonal Attracted by special festivals, sports

or cultural events Price-sensitive

Pleasure travelersDomestic tourists

Week-ends, special functions &activities

Foreign independent travelers (FITs)Require accommodation only

Group inclusive tours (GITs)Packaged tours & lower expenditure

Special interest tours (SITs)Shopping purposes, golf tour

Purpose of visit2) Business travelers

Carrying out business Largest sources of demand for

accommodation Types of business traveler

Individual business travelersCorporate business travelersConference participants

Group sizeIndependent traveler

Travels aloneFor business or pleasure

Group bookingBook through travel agentTravel agent acts as a representativeReceives commission

OriginLocalForeign travelers

Selection of a hotelAdvertisementsRecommendations (words of mouth)Location of a hotelPricingPreconceptions of a hotel

Guests and their needsBusiness traveler

Ease in making a reservationQuick check-inReliable and comfortable productDiscreet meeting places (lounges,

conference rooms)Early breakfast and quick check-out

FUNCTIONS of Front OfficeSell guestrooms, register guests and

assign roomsProcess future room reservations, when

there is no reservation department or when it is closed

Coordinate guest servicesProvide information about the hotel,

community, attractions or events

Functions of F.O.Maintain accurate room status

informationMaintain guest accounts and monitor

credit limitsProduce guest account statements and

complete proper financial settlement

Guests and their needsTourist

Friendly front office staffBudget accommodationConvenient location

Room Status TerminologiesOccupied: A guest is currently registered to the

room.Complimentary: The room is occupied, but the

guest is assessed no charge for its use. Stayover: The guest is not expected to check out

today and will remain at least one more night.On-change: The guest has departed, but the

room has not yet been cleaned and readied for re-sale.

Do Not Disturb: The guest has requested not to be disturbed.

Room Status TerminologiesSleep-out: A guest is registered to the room, but

the bed has not been used.Skipper: The guest has left the hotel without

making arrangements to settle his or her account.Sleeper: The guest has settled his or her account

and left the hotel, but the front office staff has failed to properly update the room’s status.

Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.

Out-of-order: The room cannot be assigned to a guest. A room may be out-of-order for a variety of reasons including the need for maintenance, refurbishing, and extensive cleaning

Room Status TerminologiesLockout: The room has been locked so that the guest

cannot re-enter until a hotel official clears him or her.DNCO (Did Not Check Out): The guest made

arrangements to settle his or her account (and thus is not a skipper), but has left without informing the front office.

Due out: The room is expected to become vacant after the following day’s checkout time.

Checkout: The guest has settled his or her account, returned the room keys, and left the hotel.

Late Check-out: The guest has requested and is being allowed to check out later than the hotel’s standard check-out time.