Introduction:
Front office is also known as the face of the hotel. It is the first guest contact area and also the nerve center of the hotel. All the activities of the front office are geared towards supporting guest transactions and services.
Front office operations
The major functions that is performed as a part of the room division department are:
1.Reservation, registration, room and rate assignment.
2.Fulfills guests services and updates room status.
3.Maintains and settles guest accounts.
4.Creates guest history records.
5. Develops and maintains a comprehensive database of guest information.
6.Coordinates Guest services.
The sole priority of the Room Division Department is ensuring Guest Satisfaction, which happens when, guest expectations match the hotel provides.
In order to achieve Guest Satisfaction, front office department should prepare:
1.Careful designed front office organization chart.
2.Comprehensive goals, strategies and tactics.
3.Planned work shifts.
4.Well designed job description.
5.Well designed job specifications.
Layout of Front Office Department
GUEST CYCLE
Guest cycle describes the activities that each guest passes by from the movement s/he calls to communicate a reservation inquiry till s/he departs from the hotel. For eg. pre arrival, arrival, occupancy and departure. Each stays of guest cycle is associated guest service and guest accounting activities.
1.Guest cycle
Registration, reservation, occupancy, departure and history.
2.Guest account
Establishment of credit, posting charges, night auditing and settlement of account.
A. Per - arrival
At per arrival stage the hotel most create for every potential guest a reservation record. Doing this initiates the hotel guest cycle. Moreover reservation record help personalize guest services and appropriate schedule needed staff and facilities.
The reservation department should complete all the per-registration activities and prepare guest folios. Doing so will eventually maximize room sells by accurately monetizing room availability and forecasting room revenue.
B.Arrival
At arrival stage registration and rooming functions take place and the hotel establish a business relationship with guest. The check i clerk should determine the guest reservation. Later s/he shall prepare a registration record or make the guest sign the already printed per-registration record.
Registration record can be used for various purposes
Satisfy guest needs
Forecast room occupancy
Settle guest account
Establish guest history record at checkout
Assign a room type and a room rate for the guest
C. Occupancy
At the occupancy stage the front office department shall coordinate guest services in a timely and accurate manner. Moreover guest service in a timely and accurate manner. Moreover, front office staff encourage repeat guest by paying a guest attention to guest complains. This is ensured by placing complaints and a suggestion cards in every public place and revenue centers in the hotels. Moreover the hotel shall, at least on a daily basis, collect comment cards, proceeds with their analysis and provide positive feedback to guest as soon as possible.
D. Departure
At the departure stage the guest is walk out of the hotel. Moreover front office staff creates guest history record. Finally cashiers settles guest account outstanding balances. In general a proper check out occurs when the guest vacates the room. Receive an accurate settlement of the guest account. Returns room keys leave the hotel.
At departure check out personnel guest to consider returning to the hotel on any future date thats why cashier acts like a true salesperson and might eventually accept guest future reservation. Thats why the stage of a guest cycle become really a guest cycle. if at departure the guest account isn't fully settled then late charges accumulates. In such an undesired case, the responsibility of collection lies within the accounting department, however the front office department shall provide all necessary type of information to make their collection easier and quicker.
SOME MORE PICTURES OF FRONT OFFICE
Front office is also known as the face of the hotel. It is the first guest contact area and also the nerve center of the hotel. All the activities of the front office are geared towards supporting guest transactions and services.
Front office operations
The major functions that is performed as a part of the room division department are:
1.Reservation, registration, room and rate assignment.
2.Fulfills guests services and updates room status.
3.Maintains and settles guest accounts.
4.Creates guest history records.
5. Develops and maintains a comprehensive database of guest information.
6.Coordinates Guest services.
The sole priority of the Room Division Department is ensuring Guest Satisfaction, which happens when, guest expectations match the hotel provides.
In order to achieve Guest Satisfaction, front office department should prepare:
1.Careful designed front office organization chart.
2.Comprehensive goals, strategies and tactics.
3.Planned work shifts.
4.Well designed job description.
5.Well designed job specifications.
Layout of Front Office Department
GUEST CYCLE
Guest cycle describes the activities that each guest passes by from the movement s/he calls to communicate a reservation inquiry till s/he departs from the hotel. For eg. pre arrival, arrival, occupancy and departure. Each stays of guest cycle is associated guest service and guest accounting activities.
1.Guest cycle
Registration, reservation, occupancy, departure and history.
2.Guest account
Establishment of credit, posting charges, night auditing and settlement of account.
A. Per - arrival
At per arrival stage the hotel most create for every potential guest a reservation record. Doing this initiates the hotel guest cycle. Moreover reservation record help personalize guest services and appropriate schedule needed staff and facilities.
The reservation department should complete all the per-registration activities and prepare guest folios. Doing so will eventually maximize room sells by accurately monetizing room availability and forecasting room revenue.
B.Arrival
At arrival stage registration and rooming functions take place and the hotel establish a business relationship with guest. The check i clerk should determine the guest reservation. Later s/he shall prepare a registration record or make the guest sign the already printed per-registration record.
Registration record can be used for various purposes
Satisfy guest needs
Forecast room occupancy
Settle guest account
Establish guest history record at checkout
Assign a room type and a room rate for the guest
C. Occupancy
At the occupancy stage the front office department shall coordinate guest services in a timely and accurate manner. Moreover guest service in a timely and accurate manner. Moreover, front office staff encourage repeat guest by paying a guest attention to guest complains. This is ensured by placing complaints and a suggestion cards in every public place and revenue centers in the hotels. Moreover the hotel shall, at least on a daily basis, collect comment cards, proceeds with their analysis and provide positive feedback to guest as soon as possible.
D. Departure
At the departure stage the guest is walk out of the hotel. Moreover front office staff creates guest history record. Finally cashiers settles guest account outstanding balances. In general a proper check out occurs when the guest vacates the room. Receive an accurate settlement of the guest account. Returns room keys leave the hotel.
At departure check out personnel guest to consider returning to the hotel on any future date thats why cashier acts like a true salesperson and might eventually accept guest future reservation. Thats why the stage of a guest cycle become really a guest cycle. if at departure the guest account isn't fully settled then late charges accumulates. In such an undesired case, the responsibility of collection lies within the accounting department, however the front office department shall provide all necessary type of information to make their collection easier and quicker.
SOME MORE PICTURES OF FRONT OFFICE
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