the role of front office in relation to other department
DESCRIPTION
Front office practiceTRANSCRIPT
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HH203 : Front Office Practice
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Effective interdepartmental communications
in a hotel is very important to ensure guest
stay is satisfactory or their visit is a pleasant
one.
Front office as the communication liaison in
providing guest services and correlated with
other departments.
Front office staff will response to guests’
requests such as: information on location of
hotel, special events in the community,
public transportation and etc.
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FRONT OFFICE
Sales & Marketing
Maintenance
Security
Human Resources
Management
Housekeeping
Food & Beverage
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Describe the front office relationship with other departments within the hotel business.
-Housekeeping department.
a) Room Status
-Food & Beverage Department.
a) Restaurants
b) Beverage Counter
c) Room Services
d) Banquet
e) Kitchen
- Account Department.
a) Night Audit Report
- Sales and Marketing Department
- Security Departmet
- Maintainance Departments
a) Maintaining room and hotel building
b) Guest Complaint
- Sport and Recreation Centre
- Customer Services Departments
a) Concierge
b) Bell Desk
c) Valet
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Front Office:
It is the most important department of the hotel.
The main function of this department is to give warm welcome to the guest.
It helps to create good image in front of the guest.
This is the first department where guest comes in contact with.
It generates the maximum revenue for the hotel as it sells room to the guests.
This also includes sub departments like reservation, bell desk and information desk. It also provides some facilities like concierge service to the guest.
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FO and HD make sure that information about the
guestrooms is kept accurately up to date.
HD considered the most important support
department for the front office.
A front desk staff cannot assign a guestroom
untill the room has been cleaned, inspected and
released by the housekeeping department.
HD and FO must promptly inform each other of
any charges in a room’s availability or status.
In order to maximize room sales, a change in a
room’s housekeeping status should be promptly
communicated to the front desk.
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HD in charge of lost and found. Chambermaid will collect items found in guestrooms after guest check out and report to the supervisor or manager.
HD cleaning the rooms, lobby, office, garden, corridor etc.
Housekeeping personnel need to report to the front desk any unusual circumstances that may indicate a violation of security for the guests. The front desk staff will in turn relay the problem to the security or proper in-house authority.
Overall, effective communication among housekeeping department and front office department contribute to guest satisfaction in the hotel.
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When the housekeeping status information used by the HD differs from the room status information used by the FO to assign rooms, a room status discrepancy occurs. This discrepancy can tremendously affect hotel’s ability to satisfy guest needs and maximize rooms’ revenue.
During high occupancy (sold out) periods, a prompt relay of housekeeping information to the front desk is needed. This will help the registration process to run smoothly when guests check in. Failing to do so might cause dissatisfaction among guests.
In order to organize room cleaning schedules, the HD needs information on guest departure and stay over from FO department.
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Defination :
- Provide information on availability of entry to a guest room.
- A board in a hotel, showing each room with its number and
floor and indicating whether it is vacant or occupied or will
be occupied or become vacant during the day.
- During the guest’s stay, the housekeeping status of the
guestroom changes several times. The various terms defined
are typical of the room status terminology of the lodging
industry. Not every room status will occur for each
guestroom during every stay.
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Room Status Terminology Occupied
Complimentary
Stay over
On-change
Do Not Disturb
Sleep-out
Skipper
Sleeper
Vacant and ready
Out-of-order
Double lock
Lockout
Did Not Check Out
Due out
Do not paid
Check out
Late Checkout
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Occupied : A guest is currently registered to the room.
Complimentary : The room is occupied but the guest room is assessed no charge for its use.
Stay Over : 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.
Sleep-out : A guest is registered to the room but the bed has not been used.
Skipper : The guest has left the hotel without making any arrangements to settle his or her account / payment.
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.
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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.
Double Lock : The guest room door is locked from inside and outside two times so that no one can enter.
Lockout : 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 but has left without informing the front office.
Due Out : The room is expected to become vacant after the following day’s checkout time.
Do Not Paid : The guest is going to check out from the hotel today.
Check Out : The guest has setteled 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.
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Food and Beverage Need Front Office staff to provide information about
operating hours, menu, location and when guests check-in.
FO needs to give reports on guest methods of payment to F&B.
FO must also work with F&B in terms of credit adjusment.
F&B Services Restaurants
Beverage Counter
Room Services
Banquet
Kitchen
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A restaurant is a commercial establishment committed to
the sale of F&O.
A restaurant may be a licensed part of a hotel operation.
Restaurant may also be independent business etities under
individual ownership & management.
A restaurant prepares & serves food, drink & dessert to
customers in return for money.
Restaurant very greatly in appearance & offerings,
including a wide variety of the main chef’s cuisines &
service models.
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Coffee Shop/Coffee House
-food is pre-plate & the atmosphere informal.
Continental Restaurant
-the atmosphere is more sophisticated & caters for people
who can est at leisure
Specialty Restaurant
-the service is based more or less on the style of
the country from which the particular cuisine
originates.
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Bar or lounge
Bar also called pub, tavern, beer garden or
saloon that serves alcoholic drinks & non-
alcoholic.
Also contributes to the sale of food & beverage
that can maximize hotel revenue with specific
license.
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Room service workers at the hotel bring food &
other items to hotel rooms, by request of the
guest & usually for extra charge
Room service differ based on their size of hotel,
operating hours, number of employee & demand.
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Account Department
All transactions involving cash, billing, purchasing
and other numerical data processing and reporting
are dne in this department.
This department also assist with the preparation of
the annual budgets and the profit and loss
statements and other accounting reports.
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Sales and Marketing Department
This department sells the hotel and all its services
and brings in the guests.
S&M have targets to meet and their goal is to keep
the hotel busy all year.
The Public Relations department ensures that the
image of the hotel and the company in the local
community is always maintained at the very highest
level.
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Security Department
SD ensures the safety and security of all guests,
employees their property and the hotel building and
the equipment contained within it.
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Maintenance Department
MD kept continuosly do an excellent state of
maintenance and repair for the safety and comfort of
our guests and employees.
This department ensures that air conditioning, heating,
ventilation, water supply, sewage, furniture, carpeting,
painting etc are kept in good working condition at all
times.
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Sport And Recreation Center
Responsible for the sport, fitness and creation programs
and facilities.
Includes services and facilities to enhance the well-being
& health of our guests by offering indoor & outdoor
activities.
FO and S&R also discuss on special request from guest
and satisfy them.
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Customer Service Department
Responsible for giving the best service to the guest,
satisfaction, enjoyable and repeat client.
Major service are:
Concierge
Bell Desk
Valet
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THANK YOU
HH203 : Front Office Practice