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Home perhotelan Peralatan & Formulir Kantor Depan / Front Office

Peralatan & Formulir Kantor Depan / Front

Office
Posted by Wayan Wahyoe on Thursday, June 24, 2010

Pada dasarnya penggunaan peralatan dan jenis formulir di hotel

berbeda-beda tergantung pada sistem operasional yang digunakan, kebutuhan/kegunaan dan
kebijakan
hotel
tersebut.
Semakin
canggih
sistem operasional hotel, semakin canggih pula alat yang digunakannya begitu pula pada sistem
operasional semi otomatis, tidak digunakannya komputer, tetapi menggunakan alat bantu
sederhana
berupa
rak.
Pada
sistem operasional manual tidak digunakan peralatan&kecuali telepon dengan jumlah yang
terbatas,
serta
counter
reception.
a. Peralatan yang digunakan untuk sistem hotel semi otomatis.
Front office counter
Counter adalah meja panjang yang digunakan untuk menerima kedatangan tamu dan tempat
menyimpan sebagian peralatan dan perlengkapan kantor depan.
Room rack/rak status kamar

Dalam sistem operasional hotel semi otomatis, room rack berfungsi untuk mengetahui setiap saat
status kamar, room rack ini disusun berdasarkan no kamar & lantai kamar, untuk mengetahui
status kamar maka digunakan kode warna merah untuk kamar yang occupied (dihuni), serta
diberi tanda kertas kecil (room rack slip/guest slip) yang akan diselipkan pada room rack untuk
mengetahui data tamu yang menginap. Warna kuning menunjukkan kamar yang vacant dirty
yang
artinya
kamar
tersebut
kosong
dan
masih
kotor
sehinga
belum bisa dijual, warna bening untuk kamar yang bisa dijual atau available room. Status kamar
lainnya seperti sleep out, out of order, occupied no luggage akan diberi tanda dengan
menyelipkan slip/kertas kecil yang bertuliskan status SO(Sleep out), OOO(Out Of Order),OOS
(Out of Service) atau ONL (Occupied No Luggage)
Information rack
Rak informasi berguna untuk mengetahui nama tamu yang menginap di hotel, penyusunan rak
ini berdasarkan alpabet nama tamu. Ketika ada tamu yang check in maka akan dibuatkan guest
slip yang diselipkan pada room rack dan information rack. Rak ini biasanya terdapat di bagian
telepon
operator
dan
housekeeping/tata
graha.
Reservation rack/rak pemesanan kamar
Rak pemesanan kamar berada di bagian reservasi, rak ini adalah tempat untuk menempatkan
reservation slip, penyusunan rak ini berdasarkan tanggal kedatangan tamu menginap dihotel serta
jenis tamu.
Key and Mail rack/rak kunci kamar dan surat
Rak ini berfungsi untuk menyimpan kunci kamar dan pesan untuk tamu. Key & mail rack ini
sudah jarang ditemukan pada hotel yang besar dan hotel yang menggunakan sistem komputer.
Hal ini dikarenakan jarang digunakannya kunci pintu kamar manual, tetapi menggunakan kunci
yang berbentuk kartu (key card/ving card) sehingga tidak memerlukan tempat khusus untuk
menyimpannya. Begitu juga untuk penyimpanan surat atau pesan untuk tamu tidak memerlukan
tempat khusus karena setiap ada pesan/surat untuk tamu akan dihubungi ke kamar atau diantar ke
kamar.
b. Peralatan yang digunakan untuk sistem hotel otomatis/komputer
Komputer
Di jaman yang sudah canggih ini, penggunaan komputer sangat penting karena komputer
mempunyai kelebihan dibandingkan dengan sistem manual atau semi otomatis, kelebihannya
antara
lain
data
yang
ada lebih akurat, waktu penyimpanan data yang lebih lama dan pengaksesan data yang lebih
cepat. Sistem operasional hotel komputer yang digunakan banyak jenis nya tergantung pada
kebutuhan hotel, seperti contoh banyak hotel yang menggunakan sistem Maxial,Fidelio/Micros,
Hotel Pro, Realta, HIS dsb.
Bill rack
Rak untuk menyimpan tagihan tamu beserta supporting bill (bon pendukung)nya, rak ini disusun
berdasarkan
nomor
kamar
tamu.

Safe deposit box

Safe deposit box/kotak tempat menyimpan barang berharga milik tamu seperti: passpor,
dokumen, perhiasan, uang dll. Fasilitas penyimpanan ini tidak dikenakan biaya jika tamu
tersebut menginap dihotel, apabila tidak menginap dihotel maka akan dikenakan biaya
penyewaan yang besarnya tergantung dari lamanya penyewaan safe deposit box. Safe deposit
box ini terletak tidak hanya di dekat counter Front Office tetapi umumnya juga tersedia didalam
kamar.
Paging board
Paging board adalah papan yang digunakan untuk mendapatkan tamu di sekitar lobby atau di
restoran, apabila ada tamu yang mencarinya atau ada sambungan telepon untuknya,
perlengkapan pendukung paging board yaitu bel yang berfungsi untuk menarik perhatian tamu.
Pigeon Hole
Berguna untuk menyimpan surat/memo untuk internal hotel, segala surat yang didistribusikan ke
bagian kantor depan akan disimpan di rak ini yang kemudian akan di baca oleh seluruh petugas
kantor depan sebagai informasi terkini
Telephone
Telepon berfungsi sebagai alat komunikasi bagi seluruh staf dalam hal berkoordinasi untuk
memenuhi kebutuhan dan keinginan tamu.
Fax machine/mesin fax
Fax merupakan salah satu alat komunikasi yang penting digunakan dihotel, karena pada masa
sekarang ini media/alat bisnis yang paling sering digunakan dan relatif murah adalah dengan
meggunakan mesin fax. Fax ini akan menerima salinan surat yang dikirim oleh si pengirim persis
sama dengan surat yang dibuatnya.
Key drop box
Ketika tamu tidak berada di kamarnya sebaiknya ia menitipkan kunci kamar di bagian reception
untuk menghindari kehilangan serta diketemukannya kunci oleh orang lain. Key drop box ini
berupa kotak yang berada di counter dan diberi lubang kecil untuk memasukan kunci yang
dititipkan.
PABX
PABX (Private Automatic Branch Exchange) adalah alat utama yang digunakan di bagian
operator telepon, alat ini berupa telepon yang terdiri dari tombol-tombol serta dilengkapi dengan
head
set
dan
pengeras
suara
untuk menerima sambungan telepon masuk atau melakukan sambungan keluar hotel.
Luggage trolley
Lugagge troley digunakan oleh porter/bellboy yang berfungsi untuk membawa barang bawaan
tamu yang jumlahnya relatif banyak, ada beberapa macam trolley yang dikenal dengan bellhop,
president,
gemini.
Key encoder machine

Alat ini berguna untuk memprogram kunci kamar, cara penggunaan alat ini dengan memasukan
nomor kamar dan masa berlakunya kunci yang biasanya diprogram sampai dengan tanggal
keberangkatannya,
alat ini dapat membuat kunci kamar duplikat jika tamu yang berada di kamar lebih dari satu
orang, jenis kunci yang dipergunakannya adalah unci yang berbentuk kartu yang juga bisa di
program
beberapa
kali
untuk
tamu
yang
berbeda.
Credit card imprinterAdalah alat untuk mencetak data yang ada di kartu kredit seperti nama
tamu, nomor kartu dan masa berlakunya kartu. Pada era sekarang ini penggunaan alat ini sudah
jarang
karena
digunakannya
Electronic Data Capture (EDC) machine sebagai pengganti fungsi credit imprinter ini, namun
alat ini digunakan jika jalur/line EDC machine mengalami kerusakan.
EDC (Electronic Data Capture) machine
Berfungsi untuk mencetak kartu kredit tamu, jika pembayaran yang digunakan kartu kredit.
Apabila dana yang diminta hotel disetujui oleh pihak bank dan bank akan memberikan nomor
persetujuan
yang
akan
tertera pada slip/kertas kartu kredit. Jika bank tidak menyetujui maka akan terlihat tulisan pada
display EDC seperti expired card/kartu sudah tidak berlaku atau do not honour yang disebabkan
tagihan kartunya melebihi batas yang ditentukan oleh bank.
c. Formulir
Penggunakan formulir dibagian kantor depan hotel tidak harus sama bentuknya di hotel, namun
kolom atau data yang ada di dalam formulir tidak terlalu berbeda, ada formulir yang digunakan
di
hotel
satu
namun
tidak digunakan dihotel lainnya, dengan kata lain penggunaan formulir tergantung kebutuhan
hotel masing-masing. Formulir yang umumnya terdapat di bagian kantor depan:
1.
Registration
form
2.
Guest
card
3.
Meal
coupon
4.
Welcome
drink
card
100
5.
Guest
slip
6.
Cash
receipt
7.
Reservation
form
8.
Reservation
slip
9.
Reservation
of
confirmation
letter
10.
Bellboy
errand
card
11.
Luggage
tag
12.
Baggage
claim
check
13.
Parking
valet
card
14.
Change
room
or
rate
form
15.
Sleep
out
form
16.
Miscellanous
form
17.
Paid
out
form
18.
Rebate
form

19.
Bellboy
control
20.
Message
21.
Safe
deposit
box
22.
Guest
history
23.
Foreign
exchange
24.
VIP
daily
25.
Today
expected
arrival
26.
Arrival
27.
Guest
in
house
28.
Departure
29.
No
show
30.
Cancellation
31.
Group
rooming
32.
Courtessy
call
33.
Onward
Reservation
Form
(for
Hotel
34.
Incognito/Full
Incognito
35.
Fruit/Flower
Requisition
36.
Guest
Birthday
37.
Towels
Form
(for
Swimming
38. Taxi Card
at 8:44 AM
Labels: Akomodasi, Front Office, perhotelan

sheet
form
card
card
form
list
list
list
list
list
list
list
list
list
chain)
Forms
Form
Form
Pool)

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