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Qualification Unit number and title
BTEC LEVEL 3 24
Student name Assessor name
Altaf khan Leon corriea
Date issued Completion date Submitted on
9TH September 2015 29th September 2015
Assignment title
Learning Outcome
Assessment Criteria
In this assessment you will have the opportunity to present evidence that
shows you are able to:
Task no.
Evidence
1 P1 You must describe in general terms the organisational structure of the front office operations for two different hospitality businesses as well as outlining in general terms the role and requirements.The businesses should be sufficiently different eg. A large hotel, a smaller hotel or guest house, time-share resort, holiday centre, hostel or a cruise ship, and should include a description of the roles and requirements of the staff who undertake the front office operations.
1
P2 You need to describe the practices and procedures for advance reservations, registration and guest accounting found in the two businesses that you used in Task 1. 2
TASK 1 :-
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Organisation structure of a Large Hotel front office Division
Front Office Manager
Experience:- minimum 10 years after hotel management
Skill and Competencies:-
1. Proficiency in the English language. Another foreign language preferred Guest handling skills
2. Training skills
3. Leadership and motivation skills
4. Personable and well groomed
5. Thorough knowledge of front office systems and procedures
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Reservation Agent:-
Experience:- one week department training adequate
Skills and Competencies:-1. Fully conversant with the property management system of the
house
2. Energetic
3. Sound telephone skills
4. Fully conversant with the property management system of the
house
5. Socially confident and pleasant
6. Has salesmanship
7. Proficiency in the English language. Knowledge of a foreign language preferable
8. Thorough knowledge of front office procedures
9. Has etiquettes and manners
10. Is methodical and has eye for detail
11. Proficiency in the English language. Knowledge of a foreign language
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Front office Agent:-
Experience:- six months departmental training
Skills and Competencies:-
1. Thorough knowledge of front office property management systems and
procedures
2. Socially confidence
3. Personable and well groomed
4. Physically sturdy to stay on one’s feet for a shift
5. Proficiency in the English language and knowledge of the local dialect. A
foreign language in preferable
6. A team person
7. Etiquettes and manners
8. Proficiency in the front office software
9. Ability to take stress
10. Customer service skills
11. Tact and diplomacy
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Bell Captain:-
Experience:- three years of bell boy service.
Skills and Competencies:-
1. Thorough knowledge of lobby systems and procedures
2. Proficiency in the English language and local dialect, with preferable a
foreign language
3. Socially confidence
4. Thorough knowledge of lobby systems and procedures
5. Personable and well-groomed because of constant guest contact
6. Supervisory skills
7. Physically sturdy and stamina to stand for long hours and lift heavy luggage
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Bell boy
Experience:- None. One month on-the-job training is adequate
Skills and Competencies:-
1. Proficiency in the English language
2. Personable and well groomed
3. Willingness to be of assistance to guests and staff
4. Proficiency in the English language
5. Team player
6. Physically sturdy to do active physical duties including lifting heavy baggage
Front office cashier:-
Experience:- Six months departmental training
Skills and Competencies:-
1. Good at accounting
2. Etiquettes and manners
3. Well groomed
4. Socially confident
5. Proficiency in the English Language. Another foreign language is preferred
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Telephone operator:-
Experience:- Six months training
Skills and competencies:-
1. Clear diction and voice tone
2. Accuracy
3. Speed in operations
4. Telephone Etiquettes and manners
5. Proficiency in the English Language (knowledge of another foreign language is
preferable)
6. Telephone courtesy
7. Ability to work under stress
8. Ability to maintain confidentially
9. Teamwork
10. Grooming and hygiene
11. Ability to sit at the telephone board for long hours
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Organisation of small guest house:-
Manager:-
Experience:-
1. they are local person
2. they are not well Qualified
3. they also don’t have much experience
4. they don’t have any special skill to aterct the guest
5. Front desk manager
6. Cashier
7. Geust agent
8. They are not well qullifild
9. They are aslo local peoples
10. They don’t have any expirence for the thts works
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Tack 2
INTRODUCTION:
Reservation function is a section of the Front Office deparment . A reservation in hotel parlance, is the process of boking a room before the arrival of a guest son that the room is available at the time the guest checks-in. The reservation process involves taking the guest’s requests for a particular room if any, at an agreed price and recording such requests precisely and confirming the
reservation. A reservation agent is one who takes roombookings and has moved a long way from being a booking clerk to one who influences room revenue. The agent is assisted by Property Management System [ PMS ] when quoting prices.
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RESERVATION TERMINOLOGY:
The reservation terminology pervades the entire front office operations and the rest of the hotel services that support room sales. It is important for front office professional to learn these terms to fulfil their tasks.
Allowances: Daily fixed cash paid-outs by the hotel cashier to airline
crews recovered from the airline at a later date.
Amendments: Changes made in records concerning a guest’s stay. Cancellation: A confirmed booking that has been withdrawn by the guest. Confirmation: A room reservation that has been confirmed in writing by a guest. Check-in: The process of registering a guest into hotel. Double Occupancy: Two guests staying in a room . Group: Fifteen persons and above who travel together. Guaranteed Booking: A room booking confirmed in writing by a guest. Guest: A client of the hotel. Forecast: A studied anticipation of room business. Free Sale: Rooms that are available for booking. FIT: Stands for “Free Individual Traveller” who are independent
guests who bool their room directly.
GIT: Group Inclusive Traveller. Lay-over: Airlines passengers catching a connecting flight of the airline sometimes later. On-request: A status when guests are waitlisted for a room booking confirmation. Overbooking: Booking rooms that are beyond the room capacity of the hotel. Pax: person Revision: Change in booking instructions. Room Availability: The room position when rooms are available for sale. Room Blocking: Making a room unavailable for sale. Room-Night: A charge for a night of room occupation, spanning. A room space scold. Sold Out: A status in which all the rooms in the hotel are sold. Single Occupancy: One guest staying in a room. Waitlist: A guest awaiting a confirmation of the room booking.
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TYPES OF ROOMS: Adjacent Room
Adjoining Room
Cabana
Connecting Room
Double Room
Executive Room
Single Room
Studio
Triplet
Twin room
Quad
Queen Room
Suites
Junior Suite
Double Suite
Duplex Suite
Executive Suite
Single Suite
Tourist Huts
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TYPES OF RATES AND PLANS:
A hotel normally develops room rates based on various purposes it serves:
Minimum- moderate- maximum rates: These rates are arrived at by evaluating the rates quoted by competition and the contribution required from room revenue to meet operational costs and investment. The reservation agent then gets the flexibility to offer rates to the guest’s budget. The location of rooms for instance, can influence price. A prime view can attract maximum rates then one with the restricted views.
The rack rate: This is the rate of the day based on market trend. The rack ranges ranges from the maximum rate during peak season to the minimum rate during off season.
Room planes: A room plane is a package proposal of rooms and meals. These planes are as follows:
European Plane [EP] =Charges foe the room only. American Plan [AP] =Charges for room and all meals. Modified American Plan [MAP]=Charges for room plus breakfast and lunch or
dinner. Continental Plane= Charges for room and a continental breakfast. Bed And Breakfast=Charges for room and English breakfast.
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Registration is guest cycle
Reservations
Making reservations for guests is a function of front office operations. Even though guests may make reservations online, reservations have to be monitored, verified and often changed at the guest's request. Hotels offer personal services that require reservations agents to document special requests, such as pillow preferences, baby equipment, extra towels and others. Early check-in or late checkout requests often affect housekeeping and room turnover. The front office must also communicate special requests to other departments.
Check In
Once guests arrive, the front desk staff reviews their reservation information for accuracy. Each staff person must be well trained on front desk systems, rates, accommodation types and how to handle special requests. Occasionally, rooms need to be reassigned or additional equipment, pillows or other amenities provided. How these requests are handled and problems are resolved sets the tone for the rest of the stay and any future interactions with the front desk.
Staying The staying stagedeals with security of the guest along with the coordination of guest services toensure guest satisfaction and try to encourage repeat guests. The front desk plays an important part at thisstage as this is the area where guests will make their requests or air their problems, to which the frontdesk agents need to respond in a timely and accurate manner. At this stage the front desk need to keepguest accounts up-to-date so that the final stage of the cycle runs smoothly
Check Out
Guests expect a quick check out with accurate billing. The checkout is the guest's final experience with front office operations and the end of the guest cycle. Even though many hotels print out final bills and slide them under the guest room door well before dawn, guests still feel more comfortable making a final stop at the front desk to be sure everything is in order. Fast, friendly service leaves the guest feeling good about his stay and may prompt him to return when travel takes him back to the area
Guest accounting
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Non-automated Account kept manually
Semi-automated Accounts kept using posting machine Previous balance pickup
Fully-automated Accounts kept using computers Point of sale link
Account
Acollection of all transactions incurred by a guest
Folio
A statement of all transactions that affect the balance of an account
Postaing
The process of recordinding transactions onto a folio
Guest folio
Front office is responsible during occupancy
Non-guest folio
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Used for house accounts
Master folio
Used for group accounts
Ledger
A summary grouping of accounts
Guest ledger
Set of registered hotel guest accounts
City ledger
Set of non-guest accounts
Transfer of non-settled acciunts
Responsibility shift from front office to accounting department
Advanced deposite
Pre-payment to guarantee reservation
After-departure charges
Signature on file
Cash overages & shortages
Beware of both
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Due backs
Pay out more than you receive
Voucher
Details a transaction to be posted
Correction voucher
Supports a correction on the same day as the error
Allowance voucher
Support a correction after the close of business
Refernce
HOTEL FRONT OFFICE
ALTAF KHAN
By sudhirandrews
ALTAF KHAN