TLE (3rd term)
Terms in this set (56)
Front office department
- It is the most important part of a hotel
- It serves as the first contact between the hotel and the guest
- The first place to make an impression towards the guest about the level of service of the hotel
- Processing of guest reservation
- Handling the guest reception
- Fulfill guest inquiry usage in the hotel
- Check-in and checkout of the guest
Involves settlement of guest bills
Guest cycle stage
- First stage
- Reservations (can be done online or via phone call)
- second stage
- Room assignment
- Issuance of room key
- Baggage handling
- third stage
- Mail and message handling
- Maintenance of guest account
- Paging and travel assistance
- Safe deposit and currency exchange
- last stage
- Prepares the guest bill
- Settlement of guest account
- Future reservation
Front Office Manager
- Directs and coordinates the activities of the front office department
- Responsible for hiring, training, and supervising of all front desk, reservation, and guest services staff
- Evaluate the job performance of each front office employee
- Handles guest luggage at the time of arrival and departure
- Escorts guests to their rooms on arrival
- Familiarizes guests about safety features and in-room facilities
- Posting guests mails
- Receives payment and balances guest accounts
- Opens and maintains the guest folios
- Records all credit charges in guest folios
- Prepares bills at the time of checkout
- Opens the doors of guests' vehicle on their arrival
- Helps bell boys in lifting luggage
- Opens the hotel's entrance door for guests
- Coordinate with parking attendants for parking guests' vehicle in the parking area
- Greets guests
- Handles special requests
- Handles check-in and checkout
- Provides information to guests
- Assigns rooms and dispensing of room keys
- Makes reservations for dining in restaurants
- Arranges tours and entertainment
- Provides latest information of events
- Obtains tickets for theatres, musicals, etc.
- Handles guaranteed and non-guaranteed reservations
- Prepare the expected arrival list and the expected departure list every day
- Processes all incoming and outgoing calls
- Logs all wake-up call on the system
- Answers questions about the hotel's services and products
- Takes messages
- Drives a guest's car towards the parking area and gives you a ticket to retrieve it later for a fee
- Manually operates the elevator on behalf of the guests
What makes front office services important?
1. The front office department is an introduction to the company.
2. Ensures the comfort of the guests from their point of arrival to their time of departure.
3. Ensures good communication between the company and its guests.
- Always smile!
- Maintain an interested and helpful expression
- Maintain eye contact
Distance, speech, and gestures
- Maintain distance of at least two feet
- Speak softly and clearly
- Avoid unnecessary movements of hands and facial gestures
- Do not use slang or abusive language with your colleagues
- Be aware of your conversation.
- Do not entertain personal calls while at work.
- Stand tall and at ease
- Weight balanced on both feet
- Shoulders straight
- Chest out, stomach in
- Keep hands on the sides or behind your back
- Do not keep hands in pockets or on the hips.
- Do not cross arms across the chest.
- Do not lean against the counter.
Four classifications of Hotel
1. Basis of SIZE
2. Basis of STAR SYSTEM
3. Basis of LOCATION
4. Basis of OWNERSHIP
A hotel with 25 rooms or less
A hotel with 26 to 99 rooms
Above Average Hotel
A hotel with 100 to 299 rooms
A hotel with more than 300 rooms
Basis of Star System
In the Philippines, the Department of Tourism has an accreditation system for hotels, apartment hotels, and resorts.
1. Arrival and Departure
2. Public Areas
4. Food & Beverage
5. Lounge Area
6. Kitchen Area
8. Business Practices
These are hotels located in the heart of the city.
These hotels are located in the suburb of cities or provinces, moderately priced and are of mostly medium, large or small size.
These are hotels located near the airports, especially international airports.
Motor hotels (Motels) or transit hotels are located alongside the highways for travellers.
Located in the tourist interest places like hills, forests, beaches, on an island, or in some other exotic location away from crowded residential areas.
The hotels which rotate on wheels are called rotels.
These are luxury boats or yachts which can ferry people from one place to another.
These are hotels that are directly placed on water.
Is usually classified as operating under a management contract or as a franchise or referral group.
E.G. Resorts World, Microtel, Shangri-La Hotel
Do not have ownership or management affiliation with other properties.
Significance of hotel rooms
5. Cleanliness and hygiene
6. A "Home Away from Home"
A room which has a single bed facility.
A room which has a double bed facility.
Double Double Room
A room which has two double bed facilities.
A room which has two single bed separated by a center table.
Two rooms which shares a common door, mostly used by families.
Two rooms which share a common wall, mostly preferred by groups.
Hollywood Twin Room
A room which has two single bed but shares a common head board.
A room which is been spread on two floors connected by an internal staircase.
A room which is near a body of water or beside swimming pool.
A room which is used for sitting and cannot be used for sleeping purpose.
A room which oversees a scenic beauty like a garden, a landscape, or a water fall.
A room with a kitchen facility.
A room where hotel staff would entertain their guests.
A room comprised of two or more bedrooms, a living room, and a dining area.
A room with a queen sized bed.
A room with a king sized bed.
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