THE ROLE OF FRONT OFFICE IN RELATION TO OTHER DEPARTMENT
Front office practice...
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.
Sales & Marketing
Food & Beverage
FRONT OFFICE Security
Human Resources Management
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
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.
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 room’s availability or status.
In order to maximize room sales, a change in a room’s room’s housekeeping status should be promptly communicated to the front desk.
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.
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 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. n eeded. 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.
Defination : Provide information on availability of entry to a guest room. roo m.
- A board in a hotel, showing each room with with its number and floor and indicating whether it is vacant or occupied or will be occupied or o r become vacant during the day. 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. industry. Not every room status will occur for each guestroom during every stay.
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
Occupied : A guest 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 mo re 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. guest is registered to the room but the bed has Sleep-out : A guest not been used.
Skipper : The guest has left the hotel without making any arrangements to settle his or her account / payment. acco unt and left the Sleeper : The guest has settled his or her account 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.
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 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 hotel’s standard check-out check -out time.
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.
Restaurants Beverage Counter Room Services Banquet Kitchen
A restaurant restaurant is a commercial establishment committed to the sale of F&O.
A restaurant restaurant may be a licensed part of a hotel operation.
Restaurant may also be independent business etities under Restaurant individual ownership & management.
A restaurant restaurant prepares & serves food, fo od, drink & dessert to customers in return for money.
Restaurant very greatly in appearance & offerings, Restaurant including a wide variety of the main chef’s chef’s cuisines & service models.
Coffee Shop/Coffee House
-food is pre-plate & the atmosphere informal.
-the atmosphere is more sophisticated & caters for people who can est at leisure
-the service is based more or less on the style of the country from which the particular cuisine originates.
Bar or lounge
Bar also called pub, tavern, beer garden or saloon that serves alcoholic drinks & nonalcoholic.
Also contributes to the sale of food & beverage that can maximize hotel revenue with specific license.
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.
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.
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 h otel busy bu sy all year 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.
SD ensures the safety and security of all guests, employees their property and the hotel building and the equipment contained within it.
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 supply,, sewage, furniture, carpeting, painting etc are kept in good working condition at all times.
HH203 : Front Office Practice
Sport And Recreation Center
Responsible for the sport, fitness and creation programs Responsible 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.
Customer Service Department
Responsible for giving the best service to the guest, Responsible satisfaction, enjoyable and repeat client. Major service are:
Concierge Bell Desk Valet