...Morris HTT250/Varieur Hotel front office 08/7/2012 [pic] Top box: General Manager 2nd row left box: Front Office Supervisor 2nd row right box: Front Office Assistant Supervisor 3rd row left box: Night Audit 3rd row middle box: Front Office Associate #1 3rd row right box: Front Office Associate #2 I am sorry for the text not being inside of the boxes, I could not get them to print in the boxes. The front office is very important to the hotel for many obvious reasons, but some not so obvious. A solid portion of the time the front desk agent is the first employee at the hotel whom the guest encounters. The front desk agent is the one who will go over the reservation with the guests, make moves as necessary, and fix any problems with the reservation that they have the approval to do so. The front desk agent usually is the member of the team whom takes the reservation initially. This can and does stick in the guests mind, and often times they remember the front desk agent who took the reservation therefore creating some sort of rapport. These are just some of the few obvious answers. I believe that the department which is most important to the success of the front office can be a tossup really. Depending on the size of the hotel, this is between the housekeeping department and the sales department, with engineering close behind. In a smaller hotel the sales department...
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...A Day in the Life of a Hotel Front Office Manager HTT/250 April 21, 2013 Michael Stutler Appendix B Final Project Daily Schedule Time | Activity | 5:00 a.m. | Arrive at work | 5:30 a.m. | Review night audit | 6:00 a.m. | Compose and send out memos. Contact local law enforcement/Make appointment for 10 a.m. | 6:30 a.m. | | 7:00 a.m. | Emergency meeting/Maintenance Director Executive Housekeeper /Director of Security Re: Air/Laundry/Linens | 7:30 a.m. | Meeting: Security Director/Valet Director/HR Director, F&B Director/ Special Events Coordinator Re: Car Burglaries | 8:00 a.m. | Meeting: Food and Beverage Director Re: Seafood Delivery | 8:15 a.m. | Meeting: Front Office Staff/Valet/Director of Security Re: Road Closure | 9:00 a.m. | Front Office Staff/Controller Re: Poor Registration Process | 9:30 a.m. | Staff meeting | 10:00 a.m. | Emergency air-conditioning arriving/bringing necessary parts for repair. Conference room meeting with car burglary victims and police | 10:30 a.m. | Conference room with car burglary victims and police continued | 11:00 a.m. | Tech Service to repair PMS | 11:30 a.m. | Contact F&B Director/Special Events Coordinator concerning seafood delivery for governor’s daughter’s wedding tonight | 12:00 p.m. | Lunch with hotel general manager | 12:30 p.m. | Lunch continued | 1:00 p.m. | Contact Controller Re: credit card processor issue | ...
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... |There’s Room In the Inn | Copyright © 2009, 2008 by University of Phoenix. All rights reserved. Course Description This course studies the lodging industry, its history, growth, development, and future direction. It covers front office procedures and interpersonal dynamics from reservations through the night audit. The course also examines career opportunities in lodging and resorts. Policies Faculty and students/learners will be held responsible for understanding and adhering to all policies contained within the following two documents: • University policies: You must be logged into the student website to view this document. • Instructor policies: This document is posted in the Course Materials forum. University policies are subject to change. Be sure to read the policies at the beginning of each class. Policies may be slightly different depending on the modality in which you attend class. If you have recently changed modalities, read the policies governing your current class modality. Course Materials Bardi, J. A. (2007). Hotel front office management (4th ed.). Hoboken, NJ: Wiley. All electronic materials are...
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... 1.1 Discuss accommodation and front office services for different organisation Different organizations have different ranges of accommodation and reception services depending on the capital invested on the business. For instance, accommodation services for hotels and restaurants can be divided into several categories which include house keeping, booking, and communication and administration services (Lewry, 2012, p.2). The front office services for hotels and restaurants can also be under several categories which include bell service, room allocation services, concierge, information and mails, night auditors and cashiers. Accommodation services generally provide the clients or guest with comfortable, welcoming, attractive and clean services (Lewry, 2012, p.2). Other organizations like learning institutions offer accommodation and front office services as well. For example, higher education organizations like universities and colleges offer accommodation inform of hostels. Accommodation services in these institutions include booking, administration and communication services whereas the front office services include cashiers, enquiries and room allocation services. 1.2 Analyse the roles and responsibilities of a range of accommodation and reception services staff M1: You should adopt a suitable strategy to identify responsibilities of reception service staff of an organization of your choice (Merit M1) Front office and accommodation services are divided into...
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...classmates; my research would not have been possible without their help. Acknowledgement Chapter 1 Introduction Chapter 2 Background of Alendo hotel Chapter 3 Activities recommended at the Reception Chapter 4 Reservations Procedures Chapter 5Basic equipment and procedures at the reception Chapter 6 Etiquette of front office personnel Chapter 7 Recommendations Chapter 8 Conclusion references INTRODUCTION The mere mention of the word hotel conjures up exciting images of a busy lobby filled with international dignitaries, celebrities, community leaders, attendees of conventions and large receptions, businesspersons, and family vacationers. The excitement that you feel in a hotel lobby is something you will have forever in your career. Savor it and enjoy it. It is the beginning of understanding the concept of providing hospitality to guests. As you begin to grasp the principles of a well-operated hotel, you will discover the important role the front office plays in keeping this excitement intact. (Don Hellriegel, 1991) The front office is the nerve center of a hotel property. Communication and accounting are two of the most important functions of a front desk operation. Effective communications with guests, employees, and other departments of the hotel are paramount in projecting a hospitable image. Answering guest inquiries about hotel services and other Guests, marketing and sales department requests for information on guest room availability, And housekeeping department inquiries...
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...Assignment Organization Chart Hotel Front Office HTT 250 Week 1 CheckPoint Total Quality Management HTT 250 Week 1 CheckPoint Lodging Properties HTT 250 Week 2 CheckPoint Hotel Price Comparison HTT 250 Week 2 DQs HTT 250 Week 3 CheckPoint Average Daily Rate HTT 250 Week 3 Assignment Revenue Management HTT 250 Week 4 CheckPoint Front Office FAQs HTT 250 Week 4 DQs HTT 250 Week 5 Assignment Night Audit Application HTT 250 Week 5 CheckPoint Night Audit HTT 250 Week 6 CheckPoint Service Management Program HTT 250 Week 6 DQs HTT 250 Week 7 Assignment Motivation Theories HTT 250 Week 7 CheckPoint In-house Sales HTT 250 Week 8 CheckPoint Hotel Security HTT 250 Week 8 DQs HTT 250 Week 9 Final Project, appendix B C D ********************************************* HTT 250 Week 1 Assignment: Organization Chart Hotel Front Office (UOP) For more course tutorials visit www.htt250.com Answer the following questions in 700 to 1,050 words: How is a front office important to a hotel? Which department is most important to the success of the front office and why? How might the front office in a small- or medium-size hotel differ from the front office in a large-size hotel? What front office functions do all three sized properties share? Compare the duties of the front offices of a roadside budget motel and a center-city luxury hotel. What commonalities do these front offices share? What are the most obvious differences? You may use actual hotels as examples in your paper ...
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...Introduction: When we start to talk about hospitality and tourism sector and especially in hotel industry, they offer three core product to their consumer: accommodation, food and beverages and these all services are very vital for lodging industry, although the majority of hotels are lead for accommodation, because most revenue deriving from the sales of the rooms (Schneider, Tucker & scoviak, 1999).Hotel room sales account approximately 55% of hotel revenue as against 23% for food and 10% for beverages (British Hospitality association, 2003, table 32, 34 & 36). According to Medlik and Ingram (2003), the operating cost of UK hotel rooms are, on average 26% of room sales producing unit profits up to 74% where as F&B expenses combined are almost 65% of Food and Beverage expanses combined about 35% (table 13 & 18). Thus hotels provides both tangible and intangible products, and its relay on tangible product of food, drinks and accommodation as we discussed in starting, though it’s heavily depend on the sales of intangible products- the service- and its depend on the customer’s subjective interpretation of their experience. And quality rating by consumer can’t be judge because every customer has different grading criteria. That is called ‘Heterogeneity’. Further more the one of the most important features of the hotel product/service is the impossibilities of separation of production from consumption. The production of service and consumption are going simultaneously...
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...CASE STUDY 1: HOTEL GRAND VIEW Hotel Grand View is a renowned hotel located in the heart of the city. With 17 floors and 320 rooms providing admirable boarding and lodging facilities, it offers deluxe suites, superior single and double rooms along with services like coffee shop, restaurants, saloon, health club, shopping arcades and convention halls. It is one of the most sought-after hotels in the city as reflected by the fact that 1, 20,000 guests stayed at the hotel in the financial year 2009-10. The functional responsibilities of the hotel are divided into various departments, which are shown in Exhibit 1. The front office of the hotel occupies a very important position in ensuring loyal clients for the hotel. The job of the front office is to interact with every outsider who steps in the hotel. The front desk takes care of all the needs of the guests. The most important job of the front office includes making all reservations, handling check-ins and check-outs. In short, the front office or the front desk is the interface between the hotel and the outside world. Behind the scene a large number of people who perform a wide variety of functions to keep the front office running efficiently. From the very moment a guest begins his stay in the hotel, the front office comes into the picture and interacts with the guest on a daily basis till he/she leaves the hotel. The guests can be individuals or corporate guests. In case of corporate guest, the bill is sent to the organisation...
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...CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 Copyright 2010 by Srinakharinwirot University CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 Alin Sriyam. (2010). Customers Satisfaction towards Service Quality of Front Office Staff at the hotel. Master s Project, M.A. (Business English for International Communication). Bangkok: Graduate School, Srinakharinwirot University. Project Advisor: Dr. U-maporn Kardkarnklai. Due to the increasing competition of service business and the high demand of the customers, service quality is the fundamental factor to measure customers satisfaction at the Mercure Hotel Pattaya. The objectives of the study are (1) to assess customers expectation and perception...
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...hospitality industry. Total Quality Management (TQM) methodology can help organizations to achieve business excellence by improving customer satisfaction, cost effectiveness and competitive advantage. This methodology is useful for the hospitality industry. In a hotel, any quality problem will encourage guest complaints. A hotel serves human beings and everyone has different preferences and requirements which makes it more difficult to control quality in a hotel. For successful TQM practice, organizations have to integrate the quality management into the business strategy and to align the goals both horizontally and vertically throughout the various levels within the organization. In a typical hotel, there are three vertical levels - the senior management level, the business level (middle management) and the functional level (shop floor). Horizontally, there are departments – front office, food and beverage (F&B), housekeeping, sales and marketing, human resources, accounting, engineering and culinary. The objective of this study is to provide the highest quality to hotel industry and achieve customer satisfaction. II. Process Mapping The flow chart below is about the registration in a hotel which is basically the most important factor for dealing with...
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...Guest Cycle in hotel The hotel guest stay cycle can be divided into four main stages. Within these four stages there are important task related to guest services and guest accounting. Front office employees must be aware of guest services and guest accounting activities at all stages of the guest stay. Front office staff can effectively serve the guest if they have a clear understanding of the flow of business in hotel. Guest Cycle also represents a systematic approach to front office operations. 1. Pre - Arrival The Guest chooses a hotel during the pre- arrival stage of the guest cycle. Choice of the guest can be affected by many factors, including previous experiences with the hotel, advertisement, word of mouth referral by friends and colleagues, location, corporate, travel agent booking, hotel name, hotel loyalty program member etc. The guest's decision of making the reservation can also be effected by the ease of making the reservation and the way reservation agent interacted and described the facility of the hotel like room type, room rate, recreational facilities and other attractions near the hotels etc. We can certainly call the reservation area as the sales office for non-corporate or group bookings. Its employees should be sales orientated and present positive, strong image of the hotel. If a reservation can be accepted, the reservation agent creates a reservation on the hotel management software. The creation of this reservation record starts the hotel guest cycle...
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...OPERA Front Office - Computer Applications Lecture: 1. Hotel - an establishment that provides lodging paid on a short-term basis. 2. Hotel Industry - is all forms of business relating to the provision of accommodation in lodging, food and drinks and various types of other services that are interconnected and form intended for the public service, both of which use the lodging facilities or who simply use the services or the production of certain of the hotel. 3. Types Of Hotel - Hotel operations vary in size, function, and cost. Most hotels and major hospitality companies that operate hotels have set widely accepted industry standards to classify hotel types. General categories include the following; * Conference and resort hotels often contain full-sized luxury facilities with full service accommodations and amenities. * Historic Inns and boutique hotels often contain luxury facilities of varying size in unique or intimate settings with full service accommodations. * Select Service * Limited Service * Extended Stay * Timeshare * Destination Club 4. Ratings and Classification - The star classification system is a common one for rating hotels. Higher star ratings indicate more luxury. Other classifiers use diamonds instead of stars to express hotel ratings levels. The common classification systems include letter grading, from "A" to "F", diamond or simply a "satisfactory" or "unsatisfactory" footnote to accommodation such as hostels...
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...Rooms Division The rooms division is one of the key departments within a hotel, involving the sales and the delivery of services and facilities for the guests. According to Baker, Huyton and Bradley (2000), this department is the most important as rooms sales are the main source of revenue for the business. This department is usually divided into two departments: front office and housekeeping, however Dix and Baird (1998), explain that larger hotels will have many more smaller departments including advance reservations, reception, cashier and so on. The role of the front office derives from the guest cycle, which according to Baker, Huyton and Bradley (2000), refers to the stages of a typical hotel stay. These stages include pre-arrival, arrival, occupancy, departure. During the pre-arrival stage, the role of the front office involves making a reservation for the guest, which could be via telephone, online etc. During the arrival phase, the front office will complete the registration, allocate rooms and issue their keys. During the guest’s stay, the front office is responsible for responding to the varying needs of each particular guest and could include handling telephone calls, transportation, mail and information, currency exchanges, safe deposits and maintain guest’s accounts. During the departure phase of the guest cycle, the front office will be responsible for handling check-out, bill settlement, baggage handling and transportation, which will once again depend on...
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...FRONT OFFICE ORGANIZATION CHART AND THEIR DUTIES *Organization chart is on the paper Corporate Owner-The overall owner and head of all the hotel operations General Manager- The person in-charge of directing and leading the hotel staff in meeting the financial, environmental and community responsibility of the hotel. * He develops and stylizes organization charts that fit his or her plan to meet the goals of the particular company. Assistant General Manager- holds a major responsibility in developing and executing plans developed by the corporate owners, general managers, and other members of the management staff. Front Office Manager - The person responsible for leading the front office staff in directing hospitality -Reviews the financial draft of the night audit, daily review of the financial accounting procedures at the front desk and other guest service areas during the previous 24 hour period and an analysis of operating results Desk Clerk - verifies guest reservations - registers guests -assigns rooms -distributes keys -communicates with the house-attractions -accepts cash and gives change -act as a liaison between the lodging establishment and the guest as well as the community Cashier- processes guest checkouts and guest legal tender and provides change for guests. Reservations Manager - can be found in the many of the larger lodging establishments * Responsible for taking incoming requests for rooms and noting special requests for service ...
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...Task 1: 1.1 Discuss accommodation and front office services for different organizations. Different hotel offers different type of accommodation and services. Some hotel may offer a complimentary breakfast when guest checked in but some might not have this type of services available in their hotel. These hotels are categorized under a system called the hotel rating systems. Hotel ratings are used to classify hotels according to their quality. Its main purpose is to inform travelers on basic facilities that can be expected. (Wikipedia, 2014) There are various ranges of hotel star ratings, from 1 star hotel to luxurious 5 star hotel. Hotel Star Ratings | | | | | | | | | Example of hotel star ratings For this report, as a Rooms Division Manager who previously worked in Rizqun International Hotel, a 5 star hotel in Brunei Darussalam, I am now working in The Brunei Hotel, a 3 star hotel and are required to restructure and analyse the differences of the housekeeping department and front office department between a 5 star hotel and a 3 star hotel. Housekeeping Department A housekeeping department in a 5 star hotel has more responsibilities than a 3 star hotel, because a 5 star hotel’s housekeeping department require a lot of staff as there are more rooms to be cleaned. In Rizqun International Hotel, there are more than a thousand rooms that need to be cleaned. In Brunei Hotel, there are only 65 rooms in total, and this does not require them to hire...
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