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Hotel Front Office Operations (360)

1. INTRODUCTION

With travel increasing day-by-day, whether it is for business, pleasure or for any other

reason, there is a mushrooming growth of hotels-big and small. At the same time there

is a demand for people to work in these hotels. Most people working in smaller hotelslearn on the jobs which proves expensive. Hence there is a growing demand for

trained persons who are able to perform the basic front office operations in a hotel,

efficiently.

2. OBJECTIVES

After going through this course, the student will be able to:acquaint with various categories of hotels;

acquaint with various departments of a hotel;

develop a sense of work ethics.

Develop a pleasing manner while dealing with the customers.

3. JOB OPPORTUNITIES

1. Wage employment: as a junior front level worker in any establishment.

4. COURSE CONTENTS

Unit Contents Theory PracticalIntroduction

Brief history and evolution,

3 weeks apprenticeship to Hotel

Types. At a hotel attached to an AVI

various departments.

Room as a commodity and different types, types of rates,

Various Plans - EP, CP, AP, and MAP.Introduction to

Introduction, importance Front Office and role, Sections of Front Office,

Staff organization in the department,

Hierarchy patterns,

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Co-ordination with other departments

Qualities of Front Role, Qualities, Office Staff Telephone manners.Reservations Need, Modes, Procedure

Reservation - Amendments/Cancellations

Filling and storage of reservation records,

Group reservations, Arrival list, Blocking of rooms,

No shows, Alphabetical codes.

Reception Basic knowledge

Check-in procedure, Registration card,

Allotting a room, Handing over of keys/key cards etc., Showing the room and welcome call,

Circulation of information,

Arrival/Departure register, C - Form

Scanty baggage and their registration, Group check-in,

Change of room, Departure procedure, Control Activities/Statistics

Calculation of room position

Housekeeping discrepancy report, Updating of Whitney racks,

Key check/key control,

VIP report,

Night receptionist room report, Room count, House count, Revenue, Occupancy percentage,

Double occupancy,

Information Handling of guests request & complaints, Take and deliver messages,

Sort and deliver mail,

General information about the hotel, city, state, country.Guest Relations Guest Relations register,

Handle a VIP arrival,

Guest history card.Front Office Guest Billing, The billing procedure, Cash

Check-in/Check-out time, Guest time- weekly bill,- bill through NCR machine,- computerized billing

Guest departure, Modes of payments

Encashment of foreign currency

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Various formats- Restaurant checks, Telephone vouchers, Miscellaneous vouchers,

Cash receipt vouchers, Paid outs, Allowances and discounts, Safe deposit vaults.

Night Role of a night auditor, auditing Process, Adjustments, Compiling

complete sales summary of the hotel, other responsibilities of night auditor.

Bell Desk Handling of guest baggage and role- On arrival, On departure,- Groups,Tagging of baggage,- Scanty baggage, Circulating information from reception

Cloak/left luggage room, Paging, Stamps/medicines/errand jobs.

Telephones Importance, Arrival/Departure procedure, Types of Calls

Complaint handling. Secrecy.

Emergency Drunk guest, Fire, Theft, situations- Guest, Hotel property,- Loss/breakage, Lost and Found,- Imines and Accidents,-

Loss of life.- First aid

PLEASE NOTE: The above syllabus has been designed to give the students a working knowledge of

the Front Office at the starting level. It is not an exhaustive course on the subject byany means. As such this material does not make the students an expert of FrontOffice.

The students are advised to attach themselves with a hotel or arrange an induction

or vocational training program of at least one month after going through this material. The formats given in the study materials are to familiarize them with the

procedures. Although similar, they might differ from hotel to hotel and may not

confirm to any regulatory body.