FRONT OFFICE

Introduction

The Front Office truly is the nerve centre of a hotel. It can be defined as a front of the house department located around the foyer and the lobby area of a hospitality property. As this department is located around the foyer area of the hotel and is visible to the guests, patrons and visitors, they are collectively called “Front Office”. It is one of the major operational and revenue producing departments of the hotel which generates two third of the revenue earned by a hotel from the sale of the guestrooms. It involve in providing valuable services to the guests during the entire guest cycle consisting of Pre-arrival, Arrival, Occupancy and Departure.

Importance of Front Office

Traditional Front Office functions include reservation, registration, room and rate assignment, guest services, room status, maintenance and settlement of guest account, and creation of guest history records. The Front Office develops and maintains a comprehensive database of guest information, coordinates guest services, and ensures guest satisfaction. These functions are accomplished by personal in diverse areas of Front Office Department

Front office is also known as the face of the hotel. It is the first guest contact area and also the nerve center of the hotel. All the activities and areas of the front office are geared towards supporting guest transaction and services

The major functions that are performed by the front office department are:

a) Reservation and registration of rooms & rate assignment

b) Fulfills guest services and updates room status

c) Maintains & settles guest accounts

d) Creates guest history records

e) Develops & maintains a comprehensive database of guest information

f) Coordinates Guest Services

Front office Staff Hierarchy chart

Sections of front office department

Following sections in a hotel together form what we call the front office department of a hotel:

(1) Reservation

(2) Reception

(3) Information Desk

(4) Cash and Bills

(5) Travel Desk

(6) Telephone Section

(7) Uniformed Services

(8) Bell Desk

(9) Concierge

( a) Reception

This section of the front office receives and welcomes guest on their arrival in the hotel. It is headed by a supervisor and comprise a team of receptionist of front desk assistant.  After finishing the registration, a room is assigned to the guest; and a bell boy carries the luggage and escorts the guest to his her room.  The entire process is carried out professionally in warm and friendly atmosphere.

Functions of Reception: The following functions are performed by the reception section of a hotel:

(1) Receiving and welcoming guests.

(2) Completing the registration formalities.

(3) Assigning the room.

(4) Sending arrival notification slips to the concerned departments.

(b)Information Desk

As the name suggests, the information desk provides information to guests. It is manned by an information assistant. In a small hotel, the same function may be performed by the receptionist. The need of a separate information desk is felt in large hotels where the traffic of guests is higher.

Functions of Information Desk: Some of the functions of the information desk are as under:

(1) Maintaining resident guest rack.

(2) Handling guest room keys.

(3) Coordinating guest mails, telegrams, faxes, couriers, parcels, etc.

(4) Providing information to guests regarding hotel facilities and services, city information, etc.

(5) Handling guests messages.

(6) Paging

Reservation

The reservation sections of the front office department of a hotel are responsible for receiving and processing reservation queries. Depending upon the level of automation, volume of business and house customs the procedure of processing reservations handling, maintenance of reservation, records, confirmation, and cancellation are handled. This department is also known as back office as it is situated at back area and not visible to guest.

Functions of the reservation section: This section performs the following tasks:

(1) Receiving reservation requests through various means like telephone, fax, email or central reservation departments.

(2) Processing reservation request received from all menas on the  property management system.

(3) Updating the room availability status after such each reservation transaction.

(4) Maintaining and updating reservation records to reflect accurate information about room status.

(5) Preparing reservation reports for the management.

Cash and Bills

The cash and bills section records all the monetary transactions of guests. It maintains guest folios and prepares the guest bills to be settled by the guest at the time of  departure. This section is headed by a cashier.

Functions of the Cash and Bills Section: This section performs the following tasks:

(1) Opening and maintaining of guest folios.

(2) Posting room charges in guest folios.

(3) Recording all credit charges in guest folios.

(4) Maintaining a record of the cash received from guests.

(5) Preparing bills at the time of check-out.

(6) Receiving cash/TC/demand draft for account settlement.

(7) Handling credit/debit/charge cards for the settlement of a guest account.

(8) Organizing foreign currency exchange for the settlement of a guest account.

Telephone

The telephone section maintains the communication network of the hotel, which is generally quite complex. The hotel may have its own private branch exchange (PBX), along with post and telegraph lines.

Functions of Communication Desk : The duties of the telephone operator include:

(1) Answering incoming calls.

(2) Directing calls to guest rooms through the switchboard/EPABX

(3) Providing information on guest services

(4) Processing guest wake-up calls

(5) Answering inquiries about hotel facilities and events

(6) Protecting guests’ privacy

(7) Coordinating emergency communication

Travel Desk

The travel desk takes care of travel arrangements of guests, like air-ticketing, railway reservations, sightseeing tours, airport or railway station pick up or drop, etc. The hotel may operate the travel desk or it may be outsourced to an external travel agency.

Functions of Travel Desk :The travel desk performs the following tasks:

(1) Arranging pick-up and drop services for guests at the time of their arrival and departure.

(2) Providing vehicles on request to guests at pre-determined rates

(3) Making travel arrangements like railway reservation/air-tickets

(4) Organizing half-day or full-day sightseeing

(5) Arranging for guides who can communicate in the guest’s language

(g) Bell Desk

The bell desk is located very close to the main entrance of the hotel. This section is headed by a bell captain, who leads a team of bell boys and page boys.

Functions of bell desk :The bell desk is responsible for the following tasks:

(1) Handling guest luggage at the time of arrival and departure

(2) Escorting guests to their rooms on arrival.

(3) Familiarizing guests about safety features and in-room facilities.

(4) Making sundry purchases for the guest.

(5) At request keeps guest luggage in the left luggage room

(h)Concierge

The concept of concierges came from the days of European royalty; the concierge was the castle doorkeeper in those times. His duty was to ensure that all castle occupants were safe in their rooms at night. A concierge is often expected to achieve the impossible

Functions of concierge : The concierge provides the following services to guests:

(1) Making reservations for dining in famous restaurants.

(2) Obtaining tickets for theatres, musicals, sporting events

(3) Arranging for transportation by limousine, car, coaches, buses, airplanes, or trains.

(4) Providing information on cultural and social events like photo exhibitions, art shows etc.

Telephone Etiquette

How to Build Telephone Skills for telephone operators?

Regardless of whom you talk with over the telephone, it's essential that you make a positive impression.

Answering the telephone is an opportunity for telephone operators / front desk agents / hotel staffs to portray professional image as well as a positive image for the hotel.

During any telephone conversation, hotel staff should follow the below key points:

Smile even though you are on the telephone. When you smile, you automatically improve your vocal quality, and you will also sound pleasant and interested.

Sit or stand up straight. By sitting or standing up straight, you'll be more alert and pay better attention to what is being said.

Use a low voice pitch. A lower voice pitch will make you sound more mature and authoritative.

Match your speaking rate to the caller's. Let the caller set the tempo of the conversation. For Example, he or she may be in a hurry; In that case you should provide information more quickly.

Avoid extremes in volume. If you speak too loudly, you may sound rude or pushy. If you speak too softly, you may sound timid or uncertain.

Avoid expressions such as "uh-huh" and "yeah." Such expressions make the speaker sound dull, indifferent and uninterested.

Front office staff often take phone messages for other employees or guests. most front offices have a standard telephone message form. If you answer the phone, its important that you listen carefully and take accurate written notes while speaking with the caller. When you take a telephone message, be sure to get the following information:

Date

Time of the call

Name of the person being called

Callers' full name

Callers' department ( if the call is internal)

Caller's company

Caller's time zone ( only if overseas call)

Caller's Telephone number ( and area code, if needed)

Message ( do not abbreviate- provide a full message)

Proper telephone etiquette is very important in that you are representing your department and the University. Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves callers with a favorable impression of you, your department, and Lehigh in general.  Following are some helpful hints that will help to make your phone conversations more effective.  
A few key things to remember when it comes to phone etiquette:

• Using phrases such as "thank you" and "please" are essential in displaying a professional atmosphere.
• Listen actively and listen to others without interrupting.
• Don't make people dread having to answer their phone or call your department.

Answering Calls

• Try to answer the phone within three rings. Answering a phone too fast can catch the caller off guard and waiting too long can make the caller angry.
• Answer with a friendly greeting. (Example - "Good Afternoon, Lehigh University, Telecommunications, Lisa speaking, how may I help you?").
• Smile - it shows, even through the phone lines; speak in a pleasant tone of voice - the caller will appreciate it.
• Ask the caller for their name, even if their name is not necessary for the call. This shows you have taken an interest in them.
• If the caller has reached a wrong number, be courteous. Sometimes a caller is transferred all over campus with a simple question and the caller gets frustrated. If possible, take the time to find out where they should be calling/to whom they should be speaking.  
• Use the hold button when leaving a line so that the caller does not accidentally overhear conversations being held nearby.
• When you are out of the office or away from your desk for more than a few minutes, forward your phone to voicemail.

Making Calls

• When you call someone and they answer the phone, do not say "Who am I speaking with?" without first identifying yourself: (Example - "This is Lisa from Lehigh/Telecommunications. To whom am I speaking?")
• Always know and state the purpose of the communication.
• When you reach a wrong number, don't argue with the person who answered the call or keep them on the line. Say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And then hang up.
• If you told a person you would call at a certain time, call them as you promised. If you need to delay the conversation, call to postpone it, but do not make the other person wait around for your call.
• If you don't leave a number/message for someone to call you back, don't become angry if they are not available when you call again.

Handling Rude or Impatient Callers

• Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier.
• Always show willingness to resolve the problem or conflict.
• Try to think like the caller. Remember, their problems and concerns are important.
• If you are in a non-supervisory position: Offer to have your supervisor talk to the caller or call him/her back if the caller persists.
• If you are supervisor: Be willing to handle irate callers. Speak slowly and calmly. Be firm with your answers, but understanding. Sometimes the irate caller just wants someone in a supervisory capacity to listen to their story even if you are unable to help them.

Placing Calls on Hold (Please consult http://www.lehigh.edu/phones/phones.html and select your type of phone under   Telephone Feature Guides for Hold instructions)

• When putting a caller on hold, always ask permission. Examples: "Would you mind holding while I check?" or "Can you hold briefly while I see if Mr. Jones is available?" When taking a caller off of hold, always thank them for holding. 
• Sometimes you may have other lines ringing too. Remember to write down the names of callers holding so you avoid asking who the caller is holding for more than once.

Transferring Calls If the caller needs to speak to another person or department, transfer the caller directly to the desired person's extension rather than the operator. This will save the caller having to explain his/her requests another time, and it will cut the number of times the caller needs to be transferred.

• When transferring a caller, tell them who you are transferring them to, and announce the caller to the person you are transferring them to.
• If the called party does not wish to take the call, return to the caller (Example – “He/she is out of the office, may I take a message or would you like his/her voicemail?")

Taking Messages

• Be prepared with pen and message slip when you answer the phone.
• When taking messages be sure to ask for:
• Caller's name (asking the caller for correct spelling.)
• Caller's phone number and/or extension (including area code)
• If the caller is a student, ask for the Student ID# (if appropriate) and ask what the call is in regard to.
• Repeat the message to the caller.
• Be sure to fill in the date, time, and your initials.
• Place the message slip in the called party's inbox or in a conspicuous place in their office, such as their chair.
• Don't forget that you can transfer them to voicemail instead of taking a paper message, but don't forget to ask, "Would you like me to transfer you to his/her voicemail?" Do not assume that the caller would rather go to voicemail. Always ask first.

Ending Conversations 
There are several ways that you can end a long phone call without making up a story or sounding rude:

• Leave the conversation open.
• Promise to finish your discussion at another time.
• End on an "up" note.
• Tell the person how much you've enjoyed speaking with him/her.
• Before hanging up, be sure that you have answered all the caller's questions
• Always end with a pleasantry such as : "Have a nice day" or "It was nice speaking with you"

As long as you are honest and polite with the other person, you shouldn't have any problems getting off the phone and onto something else.

Room Types

 Introduction

The accommodation product does not just consist of a guest room – single or double, but also the additional facilities and services, which are applicable to that room. For example, does the room have a sea view? Is there is mini-bar? Are there in-house movies? Can a guest dial direct from the room?  Is there room service? Can the guest have access to the Internet? All these services, facilities and amenities may be included in the accommodation product of a hotel.

Since the accommodation product normally cannot be examined before purchase, guests are reliant upon the front office staff to describe the product to them accurately.  It is, therefore, particularly important for the front office staff to have full knowledge of what is included in the accommodation package of a hotel.

 Classification of Guest Rooms

To cater to the different needs of their customers, hotels usually provide a variety of accommodation. In other words, a hotel offers different types of guest-rooms for sale.

Hotel guest-rooms can be classified in a number of ways depending on the following:

·         According to the number or size of beds in the room

·         The room size, the décor and the view

·         Special accommodation such as the executive floor for business people, non-smoking rooms, and presidential suites for VIPs

Types of Hotel Rooms

 Some of the commonly found rooms in accommodation industry are listed as below:

o   Single Room: It is the room which provides single occupancy. This room only has single bed. The size of the bed is normally 3ft x 6 1/2ft. Most hotels have twin or double rooms and charge for single room of occupied by one person.

o   Double Room: It is the room which provides double occupancy. This room has double bed. The size of the bed is generally 6 feet by 6 & 1/2 feet.

o   Triple Room: It is the room which provides occupancy for 3 people. Either it has 2 double & 1 single bed OR 3 single beds. This type of rooms is suitable for groups and delegates of meetings and conferences.

o   Quad Room: It is the room which provides occupancy for four guests. Either it has four single beds OR two singles & one double bed.

o   Twin Room: It is the room which is meant for double occupancy. These rooms have two single beds separated by a bed –side table.

o   Hollywood  twin Room: It is the room which provides double occupancy. It has two single beds close to each other with a common head –board.

o   Studio Room: It is designed with the minimum basic requirement to live. It does not have the facilities of a bed room and hence used only for day use purpose.

o   Parlor Room: It is a living or sitting room. It has a sofa -cum-bed

o   Cabana Room: It is the room which is situated near swimming pool or sea beach. This room is used for changing purpose. It has facilities for a shower, lockers, wooden benches, etc.

o   Suite Room: Suite Room is a combination of one or more bedrooms & a drawing room. It may also contain a bar & small kitchen. The décor of such units is of very high standards, aimed to please the affluent guests who can afford the high tariffs of the room category According to the design and market segment hotels give different names to suites like honeymoon suite, Executive suite, Deluxe suite, Maharaja suite etc.

o   Suite Room: The most luxurious room in a hotel which has two or more bedroom with kitchenette

v  It is the most important room because

v  Size of the room is larger than other rooms

v  More facilities are offered like a compact kitchenette

v  The room has facilities like refrigerator, beverage pantry etc.

v  A particular type of décor or color which would give the suite its name

v  Very elaborate fittings and fixtures

v  Most expensive room in the hotel

o   Types of suite are:

v  Single suite/mini suite/junior suite- This is a single room with one living room

v  Double suite – This is double room with a living room

v  Duplex suite – This room spreads over two floor with inter connecting staircase

o   Penthouse:  A room that opens onto the roof & may be accompanied by a swimming pool, patio, a tennis court, & other facilities & amenities. It has very opulent décor and furnishings and is among the costliest rooms in the hotels, preferred by celebrities and affluent people.

o   Executive Room:  A room that has a large bedroom with a sitting area provided with chairs & usually a sofa & coffee table. This is really a combination bedroom-cum-sitting room. Sometimes, a temporary wooden partition may be provided between the sitting area and bed room space. They are also known as junior suites

o   Lanai Room: It provides a large balcony attached with the room. From the balcony one gets a view of natural scenic beauty likes sea beach, mountain, valley etc. They are usually found in resort hotels.

o   Duplex Room: They are two rooms at different levels inter connected through internal staircase. Usually one room is used as drawing room and other as bed room. This room is generally used by business men who wish to use the lower level as an office and meeting place and the upper level room as a bedroom.

o   Hospitality Room: It is used by the guest to entertain his or her guests. It is hired on hourly basis and has facilities such as sofa sets, dining table, T.V, mini bar etc.

o   Interconnecting Rooms: Two rooms adjacent to each other having an interconnecting door allowing entry from one room to the other without having to go through the corridor. The interconnecting door can be locked to discontinue its use. These rooms are generally preferred by families

o   Adjoining Room: These rooms are situated next to each other sharing a common wall between them. These rooms may be given to the groups.

o   Queen room: A room has a queen size bed. The size of the bed is 5 feet by 6 feet. An extra bed may be added to this room on the request of a guest and charged accordingly.

o   King room: A king room has king size bed. The size of the bed is 6 feet by 6 & 1/2feet. An extra bed may be added to this room on the request of a guest and charged accordingly.

o   Double-double room: A double- double room has two double beds and is normally preferred by a family or group as it can accommodate four persons together. This room is usually preferred by families and is also known as family room and twin double room.

o   Efficiency Room : Efficiency room is a room with a pantry/kitchen for basic cooking facility

o   Serviced Apartment : A room or suite of rooms designed as a residence and generally located in a building occupied by more than one household. These apartments can be a part of the hotel where all the facilities are given by the hotel  like housekeeping room service etc. These apartments are generally taken by long staying guests and families