3/1/2016

HotelManagementandHospitalityEducationResource:FrontOffice
1

More NextBlog

Hotel Management and Hospitality Educat

Resource

TheonlineHotelManagementandHospitalityEducationresourceenablestoprovidemeaningfulandresourcefulmater
thestudentstoobtainvaluableinformation.
Home

AboutUs

Placement

Results

SearchThisBlog

Contact

Showing posts with label Front Office. Show all posts

Search

AboutMe

2.21.2013

Menu
FoodandBeverageService(1)

Assignments

Archive

FoodProduction(12)

FoodScienceandNutrition(1)
FrontOffice(8)

Room Status Terminology

QuestionBank(1)

1.Occupied
2.Vacant/Clean
Translate

3.Occupied/Dirty

SelectLanguage
Poweredby

Translate

4.Complementary
5.Stay over
6.Onchange

PopularPosts
GuestCycle
GuestCycleThemain
functionofthefront
officedepartmentisto
supportandfacilitate
guesttransactionandservices.
therefore...
RoleoftheFrontOfficein
InterdepartmentalCommunications
RoleoftheFrontOfficein
InterdepartmentalCommunications
Thefrontofficeplaysamajorrolein
deliveringhospitalitytoguests....
GUESTHISTORY
GUESTHISTORY:ITS
IMPORTANCEANDUTILIZATIONIN
HOSPITALITYArecordmaintained
foreachguestwhohasstayedatthe
hote...
Reservation
RESERVATIONSThe
termreservationis
definedasblockinga
particularroomtypefor
aguest,foradefiniteperiodoftime,
forap...
SAUCES
Saucesareliquidsorsemi
liquidmixtures.Akeensenseof
smell,delicatesenseoftaste,alight,
stronghandfort...

7.Do Not Disturb

8.SleepOut
9.Skipper

10.Sleeper

11.Vacant & Ready

12.Vacant/Dirty

TotalPag

13.Occupied/Clean
14.OutofOrder
15.LockOut
16.DNCO (did not check out)

Linkto

17.DueOut
18.Checkout
19.Late Checkout

Room Type Terminology:

Followers

1.Single
2.Triple
3.Queen

Members

4.Twin
5.Studio
6.Mini Suite
7.Executive Room/Suite
8.Connecting Room
9.Adjacent Room

http://ihmnotes.blogspot.in/search/label/Front%20Office?updatedmax=20130310T10:54:00%2B05:30&maxresults=20&start=5&bydate=false

Alreadyam

1/8

3/1/2016

HotelManagementandHospitalityEducationResource:FrontOffice

10.Double
11.Quad
12.King
13.Doubledouble
14.Suite
15.Junior Suite
16.Family Suite
17.Adjoining Room
18.Cabana

1.Occupied: A guest is currently registered to the room.

2.Complimentary: The room is occupied, but the guest is assessed no charge for its
use.
3. Stay Over: The guest is not expected to check out today and will remain at least
one more night.
4. Onchange: The guest has departed, but the room has not yet been cleaned and
readied for resale.
5.Do Not Disturb: The guest has requested not to be disturbed.
6.Sleepout: A guest is registered to the room, but the bed has not been used.
7.Skipper: The guest has left the hotel without making arrangements to settle his or
her account.
8. Sleeper: The guest has settled his or her account and left the hotel, but the front
office staff has failed to properly update the rooms status.
9. Vacant and ready: The room has been cleaned and inspected and is ready for an
arriving guest.
10.Outoforder: The room cannot be assigned to a guest. A room may be outoforder
for a variety of reasons including the need for maintenance, refurbishing, and
extensive cleaning.
11.Double Lock: The guest room door is locked from inside and outside two times so
that no one can enter.
12.Lockout: The room has been locked so that the guest cannot reenter until a hotel
official clears him or her.
13. DNCO (Did Not Check Out): The guest made arrangements to settle his or her
account (and thus is not a skipper), but has left without informing the front office.
14.Due out: The room is expected to become vacant after the following days checkout
time.
15.Do Not Paid: The guest is going to check out from the hotel today.
16.Checkout: The guest has settled his or her account, returned the room keys, and
left the hotel.
17. Late Checkout: The guest has requested and is being allowed to check out later
than the hotels standard checkout time.

http://ihmnotes.blogspot.in/search/label/Front%20Office?updatedmax=20130310T10:54:00%2B05:30&maxresults=20&start=5&bydate=false

2/8

3/1/2016

HotelManagementandHospitalityEducationResource:FrontOffice

1.Single: A room assigned to one person. May have one or more beds.
2.Double: A room assigned to two people. May have one or more beds.
3.Triple: A room assigned to three people. May have two or more beds.
4.Quad: A room assigned to four people. May have two or more beds.
5.Queen: A room with a queensize bed. May be occupied by one or more people.
6.King: A room with a kingsize bed. May be occupied by one or more people.
7.Twin: A room with two twin beds. May be occupied by one or more people.
8.Doubledouble: A room with two double (or perhaps queen) beds. May be occupied
by one or more persons.
9.Studio: A room with a studio beda couch, which can be converted into a bed. May
also have an additional bed.
10. Minisuite or junior suite: A single room with a bed and a sitting area.
Sometimes the sleeping area is in a bedroom separate from the parlour or living
room.
11.Suite: A parlour or living room connected to one or more beds.
12.Connecting rooms: Rooms with individual entrance doors from the outside and a
connecting door between. Guests can move between rooms without going through
the hallway.
13.Adjoining rooms: Rooms with a common wall but no connecting door.
14.Adjacent rooms: Rooms close to each other, perhaps across the hall.

Posted by gurjeet nanda at 7:01 PM

No comments:

Links to this post

Recommend this on Google

Labels: Front Office

GuestCycle

Guest Cycle
The main function of the front office department is to support and facilitate guest
transaction and services. therefore the operation of the front office department is largely
determine by the type and number and guest transaction which take place during the
different stages of guest's stay.
The guests of a hotel generally have four main stages as far as their interaction with
the hotel is concerned. These stages can be easily identified as
Pre Arrival
Arrival
During the Stay
Departure & After Departure.
These four constitute the guest cycle. In each phase of cycle there are certain standard
transactions which occur between the guest and the hotel.
http://ihmnotes.blogspot.in/search/label/Front%20Office?updatedmax=20130310T10:54:00%2B05:30&maxresults=20&start=5&bydate=false

3/8

3/1/2016

HotelManagementandHospitalityEducationResource:FrontOffice

PRE ARRIVAL
The interaction at the time of making a reservation before the guest actually arrives at
the hotel is termed as the pre arrival stage. Reservation is the most important activity at
this stage. During this stage the guest first makes a choice about a hotel to stay in. This
choice for a particular accommodation is affected by factors like advertising, location,
quality of service, price, reputation of the hotel, location and so on. Once the guest makes
a final decision about the hotel to stay in, the guest will contact the selected hotel either
individually or through any other designated person or party such as a travel agent or a
company. Through telephone, a letter, fax, email or in person in the form of a reservation
request, this is handled by a reservation staff.
A number of questions may be asked from the guest in order to gain more information
about the guest. Before confirming a reservation request, the hotel may ask for a kind of
prepayment or credit card guarantee or an advance deposit from the guest. The
reservation staff may also inform the guest about the retention charges as this ensures
minimum loss to the hotel in case of any last moment cancellations or no shows. Once
the deposit is paid the room is reserved or blocked for the guest for the requested stay
dates. The hotel also makes note of any other special arrangement to be made such as a
wheelchair, a crib, an extra bed, railway or airport transfers and so on.
The data collected during the process of reservation can be utilized by front office for
future sales and up selling. A wellmanaged reservation system is instrumental in
maximizing room revenue by constantly monitoring the room status and forecasting the
room revenue.

http://ihmnotes.blogspot.in/search/label/Front%20Office?updatedmax=20130310T10:54:00%2B05:30&maxresults=20&start=5&bydate=false

4/8

3/1/2016

HotelManagementandHospitalityEducationResource:FrontOffice

ARRIVAL
This is the time when the guests have their face to face interaction with the hotel staff.
This is the time when the front office will greet the guest and will begin the registration
process. This is a very critical stage as the guest will form an opinion about their future
stay and about the standards of services provided in the hotel. The guests are presented
with a registration card and are requested to verify the information by signing on the
registration card also known as the Reg card or GRC. The details are generated from the
information derived at the prearrival stage. This registration card or reg card or GRC is an
agreement between the hotel and the guest, whereby the hotel agrees to offer the
accommodation product and services to guest and the guest agrees to pay for this
product and services in return. Some hotels may also pre register their guests i.e.
register the guests prior to arrival such as in the case of VIPs, airline crews, and frequent
guests. Once the guest is registered they are assigned a room at an already negotiated
room rate. The guest is then shown to their room and the luggage is brought by the bell
desk after the different items have been tagged with a luggage tag. In case any mail or
message has arrived at the front desk prior to the guests arrival the same are delivered to
them.
The front desk maintains a record of expected arrivals and expected departures every
day through reports that are printed during the night audit. This is essential to provide
flawless services to the guests and avoiding embarrassing situations such as missing
the guests airport pick up, not having a room available when the guest arrives and so on.
http://ihmnotes.blogspot.in/search/label/Front%20Office?updatedmax=20130310T10:54:00%2B05:30&maxresults=20&start=5&bydate=false

5/8

3/1/2016

HotelManagementandHospitalityEducationResource:FrontOffice

DURING THE STAY

During this stage the guest gets the firsthand experience of the hotels services and
facilities. These services form an important part of the guests overall experience. A
positive experience will make your guest feel special. This is exactly what your guest is
paying for! An excellent and flawless level of service would lead to a delighted guest,
which would make them come back to the hotel again and perhaps give a positive
feedback to the other potential guests as well. In order to provide this level of service,
front office must coordinate with the other departments of the hotel well. During this
stage the guest will interact with front office a lot related to their own common or
individual queries, which should be handled effectively and efficiently by the front office.
The functions of the front office during the stay of the guest include:
1.

Handling guest accounts

Creation and maintenance of guest

(FOLIOS)

accounts by front office cashier and a

daily audit of the accounts by the night
auditor.

2.

Message Handling

Receiving messages for the guests with

complete details and ensuring their
delivery on the guests arrival or when
the guests are available.

3.

Key Handling

Accepting keys from the guests when

they move out of the hotel. This may be
regulated with the help of key cards.
Some

hotels

may

also

issue

computerized keys to the guest.

4.

Guest Mail Delivery

If a mail is received for a guest who is

not in their room the mail is received
and kept in the room key rack. If he
mail is for a guest who is in their room
then the Bell Boy delivers the mail to
the guest. If a mail is received for a
guest with a future reservation then it
sent to the reservation section with a
prefilled

guest

registration

card

attached.
5.

Guest Paging

This is generally used to locate a guest

in a specific area of the hotel when the
guest is not in their room.

6.

Safety deposit Locker

Located in the back area of the front

office, these are provided to the guests
to store their valuables. Most of the
hotels these days have in room safety
lockers.

7.

Guest Room change

Changing the room of the guest due to

guest preferences that could not be
fulfilled

at

the

time

of

check

in.

Sometimes due to reasons such as a

room being noisy or not upto the guests
expectations. In such a case the guest
http://ihmnotes.blogspot.in/search/label/Front%20Office?updatedmax=20130310T10:54:00%2B05:30&maxresults=20&start=5&bydate=false

6/8

3/1/2016

HotelManagementandHospitalityEducationResource:FrontOffice

may have to be upgraded to a higher

category room without an additional
charge.
8.

Handling guest queries and

Responding to the guest queries and

complaints

communicating the guest complaints to

all relevant departments.

9.

Information about the hotel

Providing

complete

range

of

information about the products and

services of the hotel.
10.

Information about the city

Providing

complete

range

of

information to the guests about the city.

11.

Travel Arrangements

Making travel arrangements for the

guests whenever requested by the guest
and whenever required.

DEPARTURE AND POST DEPARTURE

Check out is the time and an opportunity for front office to cover up for any
unpleasant situation that might have occurred during the guest stay by ensuring a
smooth, hassle free departure. During this stage the guests, settle their accounts through
a preestablished method of settlement. This method of settlement may have been
established at the time of reservation and confirmed at the time of registration. The
various methods of settlement by the may be by cash, credit card, debit card, travel
agent voucher also known as third party settlement and bill to company also known as
BTC, for the services rendered to them by the hotel.
The front office needs to take great care to present all unpaid bills carefully and carry
out the entire procedure carefully.
1.

2.

Preparation and
presentation of
guest bills

The front office cashier prepares the guest bill on

the basis of the transactions between he guest and
F.O cashier. This bill or the guest folio is presented to
the guest at the time of departure.

Settlement of the
guest account

Settlement of the account requires to ZERO OUT,

the balance on the guest folio. This may either be
settled in credit or in debit. If the balance is in debit
then the guest is required to pay the desired amount
and if the balance is in credit the amount of money is
returned back to the guest.

Luggage Handling

At the time of departure the luggage is handled by

the bell desk. In case the wishes to keep their
luggage at the hotel for a short time after their check
out, front office can assist them by tagging the
luggage items and storing the same in the left
luggage room. The guest copy of the luggage tag is
given to the guest to claim the luggage afterwards.

Sales and
Marketing

Front Office may assist the guest by giving them

the promotional material of any upcoming offers for
making future bookings in the same hotel or any
other hotel of the same chain.
A warm farewell is important to be given to the

3.

4.

Farewell

http://ihmnotes.blogspot.in/search/label/Front%20Office?updatedmax=20130310T10:54:00%2B05:30&maxresults=20&start=5&bydate=false

7/8

3/1/2016

HotelManagementandHospitalityEducationResource:FrontOffice

5.

guest. It is also important to keep in touch with the

guest after departure, by sending them promotional
material, gift vouchers, upcoming special offers or
discounts.

Posted by gurjeet nanda at 6:56 PM

No comments:

Links to this post

Recommend this on Google

Labels: Front Office

Newer Posts

Home

Older Posts

Subscribe to: Posts (Atom)

Awesome Inc. template. Powered by Blogger.

http://ihmnotes.blogspot.in/search/label/Front%20Office?updatedmax=20130310T10:54:00%2B05:30&maxresults=20&start=5&bydate=false

8/8