Front Office Management

CHAPTER 1 INTRODUCTION TO FRONT OFFICE ? Explain the key features of Property Management Systems. ? Describe common accommodation venue structures. ? Identify guests and target markets.

? Understand the cycle of service. What is Front Office? It is the face of the hotel. It also the heart of the venue, if not physically, then certainly operationally. Property Management Systems - A system of keeping track of and controlling financial and non financial activities in an accommodation venue.

- Means of collecting, storing and manipulating data relating to the activities of a venue and its guests. technology) Features of PMS: ? Manual systems all task relating to guest and venue activities are completed manually of in written form. ? Semi-automated systems data is processed manually but there is some automation, particularly in the accounting area of the front office, such as using a cash register or more sophisticated point of sale(POS)(resto)(modern cash register, records financial transactions at the time of consumption/point of sale). ? Fully automated systems use minimal amount of handwritten information, everything is compiled, maintained, updated, stored and processed.

Purpose of PMS: ? Keep track of its reservations. ? Monitor its occupancy levels. ? Know who is registered. ? Know who is expected to arrive and check-out. ? Control and account for all financial transactions.

? Determine how much money has been earned and expended, and how much is payable. ? Regulate many other activities and services that relate to the activities of guests and non-guests who visit the venue. Importance of PMS: ? Record and maintain guest reservations ? Register guests ? Record and maintain guest and non-guest financial transactions ? Create and maintain guest history profiles Generate reports and collate statistical data ? Monitor and control housekeeping functions ? Manage maintenance issues Accommodation Venue Structures Type of Accommodation Venues: a. Hotels b.

Motels c. Bed and Breakfast d. Resorts e. Caravan Parks Organisational Structure the organisation and grouping of the services and facilities offered by a venue that help it achieve operational control, and best meet the needs and expectations of guests. Organisational Chart a graphical representation of the division of labour, levels of authority and lines of communication in a business.

Hospitality Venues structure their operations to achieve several objectives: o To best meet the needs and expectations of target markets. o To plan work. o To report financial performance. o To manage staff. o To manage marketing activities. Different Departments in the Hotel/Accommodation Venues: ? Front Office ? Housekeeping ? Engineering ? Sales and Marketing/Reservation ? Food and Beverage ? Accounting/Financial Control ? MIS ? Human Resource Guests and Target Markets Guests – are the customers of the hospitality industry, people who pay for the services and facilities provided by the hospitality establishments.

Target Market- category of people who ahve been identified as potential customers because of their age, income, place of residence or other factors. Market Segment- group of customers or guests within a target market who share similar traits, needs and wants. i. e. Businesspeople, honeymooners, tourists, families, budget travellers, singles, groups, long-term business travellers.

[pic] CHAPTER 2 RECEIVE AND PROCESS RESERVATIONS ? Understand the roles of the reservations department. ? Receive reservation requests. ? Update reservations. ? Advise other departments and colleagues about reservations.What is reservation? -the receiving and processing of bookings/reservations for room accommodation.

It serves as communication center as it handles inquiries on room rates and arrangements. Roles of the Reservation Department: (muzukashi, zenbu no okyaksan,first impression,knowledgeable hotel products, promo) 1) Manage and maintain reservation. 2) Manage room yield. 3) Control commissions.

4) Plan promotional activities. 5) Sells rooms. Sources of Reservations a) Groups (tour groups, events and conferences). b) Trade (travel agents, airlines and tour operators).

c) Individual and independent travellers. ) Online bookings (asia travel, dwh, agoda, bookings. com, travelocity). e) Direct bookings. f) Emails. g) Telephones.

h) Fax. i) Referrals. j) Repeat guests. k) Regular mails. Manage and Maintain Reservations: receiving creating updating communicating Manage Room Yield (fo sells a night, promo, need to sell vacant room.

) is the process of maximising revenue from the sale of rooms. techniques used in an attempt to maximise room sales on a given day at the highest possible rate. Control Commissions - Many reservations come from travel agents making accommodation booking on behalf of their clients, whether individuals or groups.When travel agents make accommodation reservations on behalf of their clients not part of a package holiday offered by a tour operator, they receive percentage of the room rate as a commission from the hotel. - COMMISSION- an amount of money usually 10 percent, received as payment for making a reservation with particular venue. ALLOTMENT - A predetermined number of booked rooms allocated on specified dates to an airline or tour operator.

(guest call no more vacant, but i said still with vacant. ) PROCESSING COMMISSIONS o Guest pay to the agent – agent will pay to the venue less 10% commission. tour voucher-full amount) o Guest pay to the venue – venue will give 10% commission to the agent. (full amount will receive from guest-issue receipt-commission give to agent). Plan Promotional Activities - Marketing events that promote products and/or services offered by the venue to targeted market segments. e.

g. Pay for 2 nights stay for 3 and complimentary valet parking for weekend bookings. Sells Rooms The principal role of the reservationist is, arguably-that is, selling rooms and other features and services of the venue.Accommodation venues make the largest percentage of their revenue by selling rooms, developing selling skills is important.

An ability to sell helps not only maximise room yield, but assists all other departments in the venue as well. Many guests use and consume other products, services and facilities available. Guests will only know what else is available and the full extent to which venue can meet their specific needs and wants if the reservations department informs them. Sales Techniques ? Suggestive selling ? Upselling ? Downselling ? Extras and add-ons RECEIVE RESERVATION REQUESTSThe reservation process, or the managing the reservation, involves that important first contact with the guest mentioned at the beginning of this chapter. It is important ‘moment of truth’ that influences the success of the venue and the guest’s satisfaction. We need to make a good first impression.

To effectively manage the reservation process, all venues implement and follow a step by step procedure and consistency, and enables all necessary information to be recorded. Procedures in Receiving Reservation Request: 1) Receive a reservation request and check availability. ) Offer alternatives if the requested booking is not available. 3) Answer enquiries about costs and product features.

4) Record the reservation details. 5) Confirm the reservation details. 6) File the reservation. 7) Prepare and issue documents relating to the reservation. Other reasons why a booking not made: ? The price is too high for the guests. ? There are no available rooms at all.

? The room is overbooked for the requested dates. ? The desired room features are not available. Waitlist A list of bookings that cannot be accommodated unless a confirmed booking subsequently cancels. No-ShowA customer with a reservation who does not arrive or cancel their booking.

Overbooking The practice of accepting more reservations than actual rooms available in an attempt to maximize occupancy. Under-stay A guest who departs earlier that their booked dates. Sleeping Spaces The bedding arrangement and number of people that can be accommodated in a particular room. Room Amenities Materials that can be used by guests in the room. Rack Rate Standard rate charged for a particular room type.

Peak Season/Period Time of high occupancy. Off-peak Season/Period Time of low occupancy. Half Board A room rate that includes the room and breakfast.Full Board A room rate that includes the room and three meals. Meal Plan An accommodation booking that has meals included in the rate. Common Room Rates: ? Rack Rate ? Corporate Rate ? Long-stay Rate ? Children Rate ? Extra Person Rate ? Weekend Rate ? Half-day Rate ? Industry Rate ? Motoring Club Rate(other clubs/hotel clubs).

Hospitality Exercise: Looking for Front Desk Students Requirements: ? Willing to learn in receiving reservations. ? Male or Female. ? Mapua students. ? With pleasing personality.

? Computer literate. ? Interested to exercise reservation to gain knowledge and get good grades.PHONETIC ALPHABET AND NUMBER PRONUNCIATION A- alpha K- kilo U- uniform B- bravo L- lima V- victor C- charlie M- mike W- whisky D- delta N- november X- x-ray E- echo O- oscar Y- yankee F- foxtrot P- papa Z- zebra G- golf Q- quebec H- hotel R- romeo I- india S- sierra J- juliet T- tangoGUEST DETAILS IN THE RESERVATION FORM: 1. Name 2. Date of arrrival 3. Date of departure 4.

Number of nights 5. Estimated time of arrival(ETA) 6. Room type 7. Number of rooms 8.

Number of pax 9. Rate quoted 10. Address 11. Booker 12. Company name/travel agency 13.

Contact details 14. Mode of payment( CASH, CREDIT CARDS, LOA OR CHARGE BACK FACILITY, CHEQUES) 15. Confirmation number 16. Date 17. Taken by 18. Special requests Documents prepared and issued after a reservation is made: a) Invoices(hotel to TA earned commission,rate quoted) b) Receipts c) Accommodation vouchers(gift certificate) ) Confirmation letters e) Information packs(guest no visit) f) Service vouchers(other services included like gym usage, valet parking) Most common alterations in the reservation are: ? Recording a payment ? Changing dates ? Changing room types ? Switching to a different package ? Cancelling bookings GUARANTEED BOOKING -a reservation held all night and charged whether or not the guest arrives.

-deposit made, with LOA, or charged back facility(credit card given) NON-GUARANTEED BOOKING -a reservation held until 6pm or an otherwise agreed time. -no payment, no deposit, released after 6pm.CANCELLATIONS -guest advises the hotel that they no longer require a reservations. Need the reason to track the record of the guest. (convergys) LEAD TIME/OPTION DATE -minimum amount of time allowed before the date of arrival for a cancellation to be accepted without incurring a penalty.

Hospitality Review: ? Manage and maintain reservation ? Manage room yield ? Control commissions ? Plan promotional activities ? Sells rooms ? Procedures in receiving reservation requests ? Guaranteed and non-guaranteed bookings ? Amendments and cancellation of bookings ? Communicate reservations details