Introduction to front office department
Introduction of front office department:
According to the famous hotelier Mr. E.M. Statler "The guest is always right" which is the very baseline of thought that today every hotel Front Office people and operator thinks. The department which is located in the front of the house, as the name indicates is called a Front Office. Moreover the office which is considered as "Shop Window" or a "Show Case" in a shop where guest are checked in and out, guests personal expenditure account is maintained. Information and messages are transferred is known as front office.
It is the department which is responsible for the sale of hotel rooms through systematic method of reservation, followed by registration and assigning or allocating of rooms to the guest. This department has the prime role for image building and is the first and last point of contact of the guest. For the guest, it is the department which represents the whole organization whereas from the hotel point of view front office is the main selling point and is responsible for higher occupancy. The profitability of room sale from F/O is the major percentage of profit to the whole hotel.
There are mainly six sections in Front Office
1. Reception
2. Reservation
3. Information
4. Billing and F/O cashier's office
5. Telephone/telex
6. Unformed staff section (bell desk)
Sections of front office with their function:
Various sections under front office department depend upon the type of hotel. Reception, F/O cash & Information section is normally located in one area at front desk. In some hotels, information centre may be located separately near to the reception, whereas reservation & telephone exchange are located inside or at the back area connected to the front desk. Importance of each section is enormous, which are studied under following heads.
1. Reservation: A request for an accommodation by a guest in a hotel for any particular period is called reservation. It is also known as the hub centre of hotel. Reservationists are the employees responsible for accepting or rejecting the reservations made by the guests from different sources & modes such as by telephone, e-mails, fax, letter, etc. The reservation staff should have the sound knowledge of different rooms, facilities & the tariff provided by the hotel.
2. Registration: This section is responsible for the warm & friendly reception (welcome) of all the guests. Staffs working in this section are known as receptionists. Receptionists are the staffs who have a direct contact with the guest, thus should pose an amiable (friendly & pleasant) personality with high level of grooming at all the times.
3. Information Centre: This is another section under front office department, which is located within the lobby area or joined together with front desk. This section is responsible for providing information related to hotel, rooms, and facilities & about the city/town in which the hotel is located. Information is also responsible for handling guest mails, messages and also helps to provide keys to the guests during their stay or arrival. The person working in this section is known as information assistant or walking encyclopedia.
4. Telephone Exchange: This is the separate section under front office department located at the backside connected to the front desk, which is not seen by the guests. A telephone operator is the employee in this section, responsible for handling all incoming, outgoing guest’s and hotel calls. Telephone operator is responsible for posting all the charges incurred by the guests and hotel employees while making out calls. They are also responsible for transferring the calls, taking message through telephone and for wake-up calls.
5. Front Office Cashier: This section is located within the front desk. Front office cashier, working in this section is responsible for updating guest bills, keeping up to date cash & credit transactions of the guest & make them settled before the guest’s departure. Front Office Cashier should insure the timely collection of all the guest bills from different outlets and post them in respective folios in case if the Front Office is not computerized. They are also responsible for foreign exchange and for handling the safe deposit box/locker.
6. Business Centre: Modern technology has changed the pace of information system. People can do the job in a home country or from far-off countries. The role of fax, photocopying and secretarial work is deemed important to provide these type of services to the guests. There may be a demand for guests to translate and interpret services as well as the hire of laptop computers, portable telephones in their rooms. The responsibility of such type comes, under business center. The arrangement of meeting rooms is also one of the duties of business centre staff. If a hotel has many non-English-speaking guests, then bilingual secretaries may be required in the business centre.
7. Uniformed staff (bell desk):This section performs the job like checking, identifying, transferring and storage of the guest luggage for which a proper record of the guest luggage has to be maintained. The personnels working in this section are known as bell boys and they are also responsible to inform various facilities in the hotel to the guest. As well as the breakage, stolen or missing items to the management. They are also responsible for keeping of record of vehicle to and from hotel and transport paging.
Quality attributes of front office staffs
1. Pleasant personality: most often, front desk employee is the first person with whom a guest comes in contact. The guest starts building the image of the hotel from the physical appearance and personality of front office personnel. The gestures, grooming, and personal presentation of a front desk employee are very important in leaving a good impression in the mind of the guest. The front desk personnel should be well turned out; they should have a pleasant personality, greeting guests with a smiling face and showing interest in their concern.
2. Personal hygiene: the front desk employees should follow the highest standards of personal hygiene. They are in direct contact with the guests throughout the day. A good sense of personal hygiene is imperative for front desk employees as their into a hotel at all times and would be in touch with the front desk at any point of the day, the staff need to look their best at all times.
3. Physical fitness: it is important for front desk personnel to be physically fit as they have to be constantly on their feet during their long working hours. During peak business time or shortage of staff, they may have to work at long stretches. The bell desk personnel and sometimes the front desk staff too have to perform task like lifting and shifting guest and parcels, etc.
4. Honesty: the front office employees should be honest and trustworthy. They should not succumb to the temptations that may arise during the day-to-day working of the department. Honest employees are asset to an organization and leave a good impression of the hotel in the mind of guests.
5. Salesmanship: front desk personnel should possess the quality of salesmanship. There are many instances when they can push slow-moving services or products of the hotel. If the room category desired by a guest is not available, they can suggest the guest to book a room of higher rate category rather than rejecting the reservation request. They can motivate guests to increase their length of stay by informing then about the nearby places of interest or upcoming events and shows. They should be equipped with complete knowledge about the hotel and its facilities, as well the happenings in the city.
6. Diplomacy: diplomacy is the quintessential characteristic needed in front desk personnel. They should be diplomatic while attending to any problem that a guest might have with the hotel and its services. If the front desk personnel have to reject a request for a room booing due to unavailability, they should do so cordially and diplomatically. There may be situations when due to overbooking the hotel may not be in a position to assign rooms to the guests in spite of them having a confirmed reservation; the front desk employees should deal with such situations diplomatically, without upsetting or offending the guests.
7. Good memory: it is important for the front desk employees to have a good memory as guests like to be recognized by the hotel staff and addresses by their names on their repeat visits to the hotel. A sharp memory will help the front office staff remember and respond to the reservation requests and special preferences of guests. Guest appreciate it if their preferences are kept in mind while extending them various services, like allotting a room of their choice (in non-smoking areas, away from elevator, on a quiet floor, etc.) This gives a personalized touch and establishes a lasting relationship with the guest.
8. Good communication skills: must possess excellent communication skills as they interact with guests at the time of their arrival, stay and departure. They should be confident and polite, and clear and precise in their communication. They should be proficient in English (or any other widely-spoken language); the knowledge of a foreign language is an added advantage.
9. Calmness: the front office personnel should be able to remain calm and composed in high pressure situations. There will be many situations. There will be many situations when a guest might be unsatisfied and angry due to some problem in the services or products offered to the guest by the hotel, like the room rate confirmed to the guest at the time of reservation could be lower than the rate being charged at the time of check-out. The calmness and patience of the front desk, personnel in such situations will help to diffuse the tension, resolve the problem, and win the guest’s faith and loyalty.
10. Courteousness:it is important that while interacting with guests the front desk personnel should be courteous and polite. They should never argue with a guest. In case they are unable to resolve any guest problem, they should involve their immediate supervisor. A smooth resolution pf problems teamed with the courteous behavior of the hotel staff will lead to goodwill among guests.
11. Loyalty: the front desk personnel should be loyal to their job as well as to management and the organization. Loyalty instils a sense of belongingness among employees, which reflects in their interactions with guest.
12. Punctuality: the front desk employees should be punctual in reporting for their shifts, as well as in the discharge of their duties and responsibilities. The punctuality of employees reflects their commitment to their work.
Front office terminologies
Itinerary: a place for a journey listing different places in the order in which they are to be visited.
Memento: an object given or kept as a reminder or in memory of somebody or something.
Souvenir: something bought or kept as a reminder of a place or occasion.
Concierge: a hotel employee who provides information and personalized services like dinner reservation, tour and travel arrangements.
Guest folio: a statement showing the balance of guest’s financial obligation towards the hotel.
Posting: to enter information in an account.
Lobby: it is an area just inside a large building, where people can meet and wait.
Paging: locating guests or employees within the hotel by a public address system.
Walk in guest/ chance guest: gust who arrive at a hotel without prior reservation.
EDA: Expected Date of Arrival
EDD: Expected Date of Departure
Pax: no of person
++: taxes would be extra.
AI (all inclusive): taxes are included in the rate.
Complementary rate: room rent is not charged.
End of the day: it is an arbitrary time which is supposed to be the end of the financial transactions for a particular day.
Room rate/ tariff: the rate charged daily for a hotel room.
Room tariff card: these are published lists of the different tariffs offered by hotels for the use of the travel trade (travel agencies, tour operators), companies, and individual guests. They include prices of rooms, meal plans, taxes, applicable policies, etc.
Seasonal rate: rates fluctuating on the basis of the seasonal demand.
Volume guarantee rate: a contractual room rate that is offered on guaranteed volume of business; it is much lower than rack rate.
Arrival list: a list generated by the reservation section, which contains the data of the guests’ expected to arrive on a particular day.
GRC (Guest Registration Card): the registration record of a guest, containing basic information like name, address, purpose of visit, duration of stay, etc., as per Form F.
Reservation form: a form used to gather the data required for the reservation of a specific guest.
Rooming list: a list prepared for the groups and crews, containing the names of group members and corresponding room numbers.
Scanty baggage guest: a guest who arrives at a hotel without luggage, or only with a briefcase or a handbag.
Passport: a political document recognizing the holder as a citizen of a country granting it, and is in nature of a request to other countries for his free passage there.
Visa: is an endorsement on the passport, allowing the holder entry into the territory of the issuing country.
Card key: a plastic card with a magnetic strip that has code to open a guest room in an electronic locking system.
Check out: the procedure of vacating the hotel room, settling bills, and leaving the hotel.
Early departure: the departure of a guest before his expected date of departure.
Late check-out charges: the charge levied to a guest in case she wants to retain the room after the check-out time.
Late charge: a charge (for services or facilities utilized by the guest) that reaches the front desk cashier after the guest bills are prepared.
Travel agent voucher: a voucher made by a travel agency (that has an agreement with the hotel) with the details of the billing procedure and the services (room and meal plan) to be provided to the traveler.
Cash receipt voucher: a voucher prepared and issued to the person depositing cash as proof of remittance of the cash.
City ledger: a ledger that contains the collective accounts of all non-resident individuals/ agencies to whom hotel provides the credit facility.
Folio: a statement of all the transactions that takes place between a hotel and its guests.
House limit/ floor limit: the upper limit of the credit extended by a hotel to a guest.
Master folio: a folio that contains the accounts of more than one guest.
House count: total number of resident guests present in the hotel.
Point of sale: all outlets including restaurants, bars, discotheque, night club, health centre, etc. from where hotels sell their products and services other than accommodation.
Overbooking: a situation when a hotel books more rooms than its total inventory of rooms.
Under stay: when a guest departs from the hotel before his expected date of departure.
Wash out factor: last minute cancellation made by travel agents.
Hurdle rate: lowest rate for a given day.
Prospecting: estimating and preparing a list of probable companies and individuals who might be contacted for getting business.
Skipper guest: the guest who leaves hotel without paying his bill.
Log Book - Located at reception containing instructions/information/ happenings / handover of the day to know of.
Registraion Card- A printed form for a registration record, In most countries the guest's signature on a registration card is required by law.
Reservation Status - An indicator of a room's long term availability for assignment.
Room Rate - The price a hotel charges for overnight accommodations.
Walk -in - A guest who arrives at a hotel without a reservation.
Walking - Turning away a guest who has a reservation because of a lack of room availability.
Due outs - Guests expected to check out on a given day who have not yet done so.
Credit limit / house limit - A limit assigned by the hotel to guest or company accounts.
Upselling - A sales technique whereby a guest is offered a more expensive room than what he or she reserved or originally requested, and then persuaded to rent the room based on the room's features, benefits, and his or her needs.
Block - An agreed-upon number of rooms set aside for members of a group planning to stay in a hotel.
Book - To sell or reserve rooms ahead of time.
Confirmation Number - A code that provides a unique reference to a reservation record and assures the guest that the reservation record exists.
Confirmed Booking - When Reservation is guaranteed with Credit card, Deposit, Company / TA voucher etc.
Tentative Booking - When reservation is waiting bookers confirmation.
Waitlisted Booking - Reservation kept on hold due to hotel over
Cut-off date - The date agreed upon between a group and a hotel after which all unreserved rooms in the group's block will be released back to the general availability.
Cancelation date - Indicates the date when the reservation was manually canceled.
No-Show - A guest who made a room reservation but did not register or Check in.
Long Stay - A Guest who stays more than certain number of days, Eg: More than 7 days etc.
Overbooking - accepting more reservations than there are available rooms.
Wash down - Blocking fewer rooms than the number requested by a group, based on previous group history.
Guest Cycle - A division of the flow of business through a hotel that identifies the physical contacts and financial exchanges between the guests and the hotel.
Guest Folio - A form ( paper or electronic ) used to chart transactions on a account assigned to an individual person or guest room.
Late Charge - A transaction requiring posting to a guest account that does not reach the front office for posting before the guest had checked out or done the final settlement.
Global Distribution System (GDS) - A distribution channel for reservations that provides worldwide distribution of hotel reservation information and allows selling of hotel reservations around the world, usually accomplished by connecting the hotel reservation system with an airline reservation system ( Eg - Amadeus, Saber, Galileo/Apollo or Worldspan )
PMS - Property Management System
TA - Travel Agent who receives commission for the bookings.
OTA - Online Travel Agents
Void - Reversal of Charges which was posted on the same day
Allowance - Reversal of charges which was posted before current system / PMS date.
Concept of reservation: A request for room or an accommodation in a hotel by a prospective guest for a certain period of time by various modes is termed as reservation. It is also an agreement between the service provider (hotel) and the guest (service receiver) regarding the use an accommodation and other services in future. Reservation simply is the process of booking the rooms in advance. For the reservation of the rooms, the clients or the guest should provide essential information like name of guest/client, number of person, address, nationality, plan, arrival date, departure date, type of room, payment details, special requests etc. Reservation department is referred as hub centreof the Front Office department since it receives all sorts of room reservation from various source. Reservation section is located at the backside or behind the front desk, where guests cannot view or see. This reservation section is headed by reservation assistant or reservationist and with the supervision of front office supervisor and under the managerial control of Front Office Manager. Reservationist should have good skill on selling the rooms and adequate knowledge about the rooms and their number with their facilities.
Hotel reservation process / Procedures of Handling Reservation: Room reservation is taken or handled by the reservationists, inquired by the prospective guest to the hotel. While handling reservation, one should be aware of the information necessary to load up the reservation formalities. It may be accepted in any mode or source but the procedures will be same for all.
1. Receiving the reservation inquiry: the reservationist must be able to determine the client need and should be ready with reservation form and pen or pencil to take all the required information.
The information a reservationist needs to obtain from the guest are as follows:
· Name of the guest
· Date of arrival and departure
· Source of reservation
· Length of stay
· Type and number of rooms required
· Desired room rate and plan
· Mode of payments
· Number of person (pax)
· Contact address, telephone no and email address
· Special remarks
2. Determining room availability: after receiving a reservation inquiry for the guest, it is important to compare the data with previously processed reservations. Processing a reservation request results in one of several response. A hotel can:
· Accept the reservation as requested
· Suggest alternatives room types, dates and rates.
· Suggest an alternative hotel
In any reservation system, it is necessary to closely monitor the volume of reservation system and should be used to determine the room availability by referring to the forecast board, reservation charts or through computer system.
3. Accepting or denying the reservation request: after checking room availability the reservationist with either accept or deny the reservation request. If the requested room and rate are available for the period requested then normally the reservation request will be accepted. However, the reservation section may deny the request for reservation in spite of its availability if:
· A hotel may not have the specified accommodation available on the requested date.
· A guest/ company is known to be on the black list.
4. Documenting reservation details: if the request for a reservation is accepted. Then the reservation clerk will complete a reservation form including all the necessary details.
5. Confirming reservation request: a confirmation of reservation means that the hotel acknowledged and verified a guest’s room request and personal information by telephoning, faxing, telexing or mailing a letter of confirmation. A written confirmation states the intent of both parties confirms important points of agreement: name, dates, rate, type of room, no of rooms, deposit required or received, no of guest and the confirmation no is given to the guest as a proof that the reservation has been made.
6. Maintaining reservation records: The records for reservation are maintained in two ways:
Documenting the original reservation: once the reservation details are recorded into the reservation form or into the computer and updating the room availability chart is done, it is necessary to have a proper filling system for future reference, so that the documents relating to each particular booking are easily available when needed.
Modification of reservation: sometimes a change or cancellation of a booking is requested by the guest. In these cases, an amendment or cancellation form is completed by the reservationist and attached to the original reservation form. At the same time, the room availability chart should be amended accordingly.
7. Compiling reservation reports: The details from the reservation reports are most important. An effective reservation system helps to maximize room sales by accurately monitoring room availabilities and forecasting room revenue. This is the type of report which may be prepared and distributed to the management as well as to the other departments of a hotel. Some of the popular reservation reports include.
· Reservation transactions reports
· Commission agent report
· Turn away report
· Revenue forecast report
8. Blocking the Rooms: This is the final step of reservation, after compiling the reservation records, the reservationist then block the rooms for the guest in the booking charts according the types of the room and the date. As per the type and standard of hotel they use different type of booking charts.
Check-In & Check-Out Procedures
The highly visible duty of the front office receptionist is to check in and check out of all the guests. It may seem as simple as greeting people and making them feel warm welcome, however when the front office is busy, the patience & the skill of the staff may be tested to their limits.
Check in & check out procedures consist of several simple but essential steps, each of which is important to efficient room management and keeping of a pleasant & orderly atmosphere at the front desk/lobby area.
Arrival/check in procedures
Check-in of guest refers to the process of registration of guest and assignment of room after verifying the guest details & method of payment. Different steps involved are as follows:
1. On arrival of guest, the door attendant, signals the bellboys in the bell desk.
2. Bellboys approach the vehicle & wish the guest.
3. Remove and collect the baggage & bring it to lobby and keep at bell desk. (some hotels have separate baggage entrance)
4. Luggage tag is attached to the luggage.
5. Once the guest checks in, guest has been allotted a room by the receptionist and handed over the guest room key along with errand card to the bellboy.
6. The bellboy will lead the guest to the assigned room along with luggage.
7. The door is opened by bell boy (informs the guest in case of special lock system)
8. The luggage will be placed on the luggage rack provided in the room after entering.
9. Then bellboy explains to the guest, the different amenities, heating and lighting system and other facilities in the room.
10. Offer any other helps to the guest. If not required wish a pleasant stay and leave the room.
11. Do not solicit for tips, get back to the bell desk, and hand over the errand card to the bell captain.
Registration:Registration can be defined as the process of assigning rooms to the guests at the time of their arrival by filling necessary details about the guests and the rooms contained in a registration form.
Registration of room is done on the arrival of the guest in a hotel. It may be done in advance in case of VIPs and clips. Guests may fill up registration formalities themselves or the process is carried out by receptionists after determining the reservation data.
Guest registration form is used for registration of the guests in the hotels, which acts as a source of information about guests and acts as a legal proof for both the hotel & guests. In small hotels & lodges, the registration register/book is maintained by taking necessary details about the guests.
Check out process
Guest departure/check out procedures
Checking out of single room is not difficult but when we consider a group checking out, it is another difficult time for front office. All guest rooms are approached by the bell boys & help the guests to bring the luggage down.
The procedures of handling guest departure are:
1. Guest calls the bell desk informing his/her intention to check out.
2. Bell captain takes down the room number on the departure errand card and gives to the reception to precede guest billings.
3. Bell boy reports to guest room and knocks the door announcing “bell boy”
4. Wishes the guest and collects all the luggage and checks around the room for a guest articles, hotel damages or missing amenities, etc.
5. Collects the room key and leave the room allowing the guest to lead the way.
6. The baggage is taken to the bell desk while the guest checks out and settles the bell.
7. In case of the amenities missing in rooms, bellboy informs in the front desk and the necessary action would be taken.
8. The bellboy will receive an authorization from the front office cashier after the bill is settled and the reception has received the key.
9. Baggage is taken out to the entrance and loaded to the waiting vehicle.
10. Bellboy wishes the guest and returns to the bell desk.
Handling of arrival and departure guest
Forms and formats used in front office
Types of plan: A plan is the package of the room rates and meals offered by a hotel to the guest for their convenience.
1. European Plan (EP): European plan offers the facilities of room only. The extra facilities that the guest incurs during his/her stay will be on additional payment.
2. American Plan (AP): American plan is also called as en-pension or full board. It includes the facilities of room, breakfast, lunch and dinner.
3. Modified American Plan (MAP): It is also known as half board or semi-pension. This plan includes the facilities of room, breakfast and either lunch or dinner.
4. Bed and Breakfast (B&B): Bed and Breakfast plan includes the facilities of room and breakfast only, the use of other facilities will be the additional payment. If the plan consists of continental breakfast then it is known as Continental Plan (CP).
Types of rooms:The hotel consists of different types of rooms providing various facilities within the room of different categories at different rate or the tariff. In order to suite the needs of the guest.
1. Single Room: Room with single size bed for single occupancy or a person.
2. Double Room: Room with double size bed for two person or occupancy.
3. Twin Room: Room with two single size bed separately for two person.
4. Triple Room: Room for 3 paxs occupancy either with 1 double sized bed and 1 single bed or 3 single size bed.
5. Quad Room: Room with four single sized beds designed for four paxs occupancy.
6. Queen sized Room: Room with queen sized bed designed for 2 paxs.
7. King sized Room: Room with King sized bed designed for 2 paxs.
8. Double-Double: Room with 2 queen sized bed designed for 4 paxs.
9. Lanai Room: A special room with a veranda facing towards a beautiful garden or a water spout or swimming pool.
10. Suite Room: A set of Rooms with parlor or sitting area with other ancillary facilities.
11. Duplex Room: Types of suite Room, which is sprayed over two, floor having parlor or sitting Room and bed Room connected by the internal staircase.
12. Studio Room: Room with studio bed or sofa cum bed, located at the corner side of the floor usually for single person
13. Interconnecting Room: Room that is connected with another room with an internal door, without using the main door. Generally, this types of room is suitable for family guest.
14. Adjoining Room: Room that is situated side by side or joined together with common wall.
15. Adjacent Room: Room, which are apposite to each other in the same floor.
16. Cabana: Room which is located near to the swimming pool away from the main building, usually for changing purpose and may have studio bed.
Billing system:
Modes of payment: The mode of payment refers to the various methods of payment by which the guest can settle or pay his/her bills in the hotel at the time of departure or during their stay. Whenever guest checks-in to the hotel, he/she has to make clear about the mode of payment at the time of registration so that, it will greatly reduce the problem while settling bills. At the time of guests’ checks out from the hotel, usually they pay the bills by cash or credit card, but in some cases, the charges are billed to the company account, by traveler’s cheque and through travel agent/airlines voucher.The different methods of payment from which guests can pay their bills are:
1. Cash
2. Credit Card
3. Travelers Cheque.
4. Travel agency Voucher
5. Airlines Voucher
6. Company Account
Cash Mode:
The cash mode includes the payments received through
Cash (Local/Foreign Currency)
Traveller Cheque
Cash: The cash mode includes payment of bill in Nepalese Rupees and acceptable foreign currency such as dollar, pound, euro etc. In case of cash payment, the system is very simple. The cashier collects money from the departing guest (Local as well as foreign currency) against the bill and issues him with the cash receipt.
If the guest has paid the bill in foreign currency and there is any balance amount to be given back to the guest then the same is given in Nepalese Rupees (local currency). An encashment certificate is also issued to the guest in case of foreign currency payment.
Traveller Cheque: Traveller cheques are issued by the banks in the references with the amount deposited. The bank provides traveller cheques with various denominations, like Rs. 50/-, Rs. 100/-, Rs. 500/- or Rs. 1000/- etc. Usually travellers buy traveller cheques in order to get rid off from loss of money, theft and so on. Traveller cheques can be purchased by any one from the bank which is issuing traveller cheques.
While purchasing Traveller cheque, customer should sign at two places, one at the time of issuing the traveller cheque in presence of traveller cheque issuer ie. might be bank manager and next sign at the time of issuing the traveller cheque to the hotel or any shopping malls.
While settling the bill through traveller cheque followings should be considered.
Number of the cheques
A date column
Signature of guest should be tallied with the first one.
Amount of cheque is printed on face of the traveller cheque.
Signature of bank authority.
Credit Mode: The credit mode includes the payments received through
Airlines Voucher
Company Account
Travel Agency Voucher
Credit Cards
Personal Cheques
Airlines Voucher: Most of the airlines provide MAO (Meal and Accommodation Order) and PSO (Passenger Service Order) to their layover passengers travelling from one destination to another. The passengers are provided with the specified meals and accommodation by the hotel based on the same for which the payments are made by the airlines. According to the bill provided by the hotel, Airlines provides the airlines voucher which is a credit mode of payment.
Company Account: Top levels executives of the companies travel from one place to another for their organizational benefits. The companies provide an authorization letter to their executives based on which they get services from the hotel. At the time of departure, the guest signs the bill and checks out; the signed bill will be sent to the company for payment.
Payment by Travel Agency Voucher: Travel agent sells the package of the hotel to the prospective guest. Travel agent receives advance payment from the guest for an accommodation and other service and facilities he/she wishes to have in hotel. Travel agent makes travel agent voucher in many copies according to the guest payment and service offered and sends a copy to the hotel at the time of booking the room. Similarly the next copy is provided to the guest, as he arrives to hotel the receptionist tallies the voucher provided to hotel with the one carried by the guest. Travel agent should send the voucher to the hotel before 2 weeks of the guest arrival to the hotel. After completion of the trip the hotel should send the guest bill including all the expenses within four weeks for payment.
Credit Cards: It is one of the most commonly used methods of bill settlement by the guest. It is a small, convenient to carry plastic card issued by various banks and other financial institutions such as travel agents and bakers. Looking backwards to the history of credit card, the plastic credit cards were first evolved in 1920s from USA. Later it becomes popular and came with the slogan that, ‘buy now, pay later’, and then it becomes more famous by the years 1930. Diners club was the first credit card used in commercial purposes in hotels, restaurants, hospitals, travel agency, shopping arcades and oil pumps and was invented in 1950s. Then ‘American Express’ and ‘Card Blanche’ started in 1958, and the very popular ‘Visa Master Card’ in the year 1966. World famous ‘Euro Cards’ evolved in 1990s.Every credit cards have their credit limits, it depends upon the type of guest and their income sources. If the amount of guest bill is within the authorized limit then at the time of departure the guest has to sign the billing statements only and does not have to pay amount at that time. Later the hotel sends the signed slip to the credit card company for payment. After the verification the card company provides the amount to the concern hotel or other organizations.
Personal Cheque: Normally personal cheques are not accepted by hotels. In such settlements Front Office Cashier should take permission from the Lobby Manager. After getting an authorization front office cashier should duly check the following information from the cheque.
Marked A/C Payee or not.
Date of cheque issue.
Signature of the guest in cheque with the signature in an application form
Amount in words and figures.
Group business:
Group Departures
As with the arrival of a group, so the departure of a group require planning, organization and coordination.
Delay and confusion should be avoided when the group leaves; the front office staff should ensure that all members of the group leave on time with their luggage having paid or signed any outstanding bills.
Prior to departure staff should:
ensure that there will be adequate staff on duty;
check and list group room numbers and the time of departure;
ensure that all outstanding charges are entered on the bills and that the bills are on hand for presentation;
check that transport arrangements have been made;
ensure that the bell boys and head cashier have a list of the group including names and room numbers;
At the time of departure the staff should:
ensure that the guests or group leader signs the bill being sent to the travel agency;
all "extras" bills are paid by the guests;
ensure that all the luggage is removed from the rooms and placed in one area of the front hall; and mini bar and room inspection is completed
check that the transport is available and that the luggage is loaded;
Check all rooms for items left by guests.
A good last impression is an important as a good first impression. An efficient departure system will ensure a good result.
Telephone handling techniques: Telephone exchange or operator section is one of the important sections within the Front Office department and the entire hotel operation. Every hotel, regardless of its size & situation has a switch board or exchange. The larger the establishment, the greater will be the need for more outgoing lines & internal extensions. In larger hotels a switch board will be placed in a separate room, whereas in small hotels, reception itself acts as operator as well.
It is very important for all telephone operators to promptly attend to calls with a clear, friendly tone, which should indicate courtesy, patience & cheerfulness.
It is a section that the guest will never see but one with which he/she may have frequent contact. It handles all intra hotels, local & long distance calls for the in house guest & staff.
The following guidelines can help front office personnel and operator to develop an efficient courteous telephone manner.
• Answer the telephone promptly within 3 rings.
• Make the caller know your work area, your name and offer appropriate greeting. If it is an inbound call then just mention your department and if it is outbound call then mention name of the hotel with your identity.
• Always have pen and paper on hand, specially front desk personnel should always be ready to keep records.
• Listen carefully. Pay close attention to details being expressed by the caller.
• Make the caller feel that they have your undivided attention. Make an occasional acknowledgment of what he/she says. Mention the name of the caller, once established.
• If you have to ask the caller to hold on, explain why. Wait for the caller’s agreement before actually putting him/her on hold.
• If you have to transfer the call, explain why and make sure that the caller is properly introduced to the next party. If the purpose of the call has been said already, repeat the same to the next party.
• If you say you will call back, do so as soon as possible. Give him some sorts of idea that how long he or she need to wait.
• Sometimes you may not understand whether the caller is a man or lady. To be on the safe side politely ask his or her name or you can say "how should i address you"?
• Repeat back any details and follow up in writing (if necessary).
• Close conversation politely. Always say “thank you for calling.”
• Let’s caller hang up first.
• Try to satisfy your guest with proper information. If you don't know detail then transfer the call to the right person. Never give wrong information
Using the telephone
Knowing how to operate the telephone system in your hotel will assist you in carrying out your reception duties effectively and efficiently. The key stages in using the telephone are:
a. Answering external calls
§ the caller cannot see you
§ the caller cannot be sure he/she has been connected to the correct number
§ verbal communication can be misheard
§ the caller has a need and a reason for calling
§ you may be the first contact the caller has with your hotel
§ you represent your hotel
§ the caller is being charged for the call
For the above reasons good telephone skills are extremely important. The correct procedure for answering calls must therefore the strictly adhered to. The first priority is to answer all calls promptly. Remember that incoming calls might be from potential customers. If you don't answer promptly, the caller may ring off and try another hotel. Try to answer all calls before the third ring.
The golden rules:
§ always answer with a greeting - good morning, good afternoon, good evening
§ always identify your company - thanks you for calling the Taj Hotel
§ identify yourself - this is Soraya speaking
§ Question the callers need - how may I be of assistance?
"Good morning, thank you for calling the Taj Hotel. This is Soraya speaking. How may I help you?”
By using this format you have achieved a number of things. You have greeted a potential customer in a polite manner. You have assured the caller that he/she has come through to the right company be identifying it. You have identified yourself thereby giving the caller a reference and you have requested the required information in order to fulfill the caller's need. By doing this you project an image of your company which is professional and efficient.
When speaking on the telephone you must realize that the caller will get an image of your hotel even though he is not able to see you face to face. You must therefore:
§ be polite and helpful
§ speak clearly and slowly
§ not use technical or unfamiliar words
§ listen attentively
§ ascertain the caller's name and use it
§ make notes if necessary
§ inform the caller what action you propose to take
§ take the action you have promised
To meet the needs of callers (who may be potential customers) you must understand their needs. You must comply with the caller's requests wherever possible. This may be a simple inquiry or request for information. To give such information you must have full knowledge and understanding of the services your hotel can provide. You should have all necessary reference materials close at hand and ready for use. Avoid having to rush around the office looking for these materials.
In certain circumstances, you may not be able to assist the caller yourself. You may have to connect the caller to a more senior member of staff or someone with particular responsibility for certain activities. In this case you will transfer the call to another extension.
Handling Telephone
Transferring calls: After discovering and understanding the caller's request, you should decide where to transfer the call. To do this you must be aware of the responsibilities and duties of the various employees in the company. Always match the caller's need to the person responsible and put them in contact with one another.
When transferring calls you should:
advise the caller that you are transferring the call
give the caller the name of the person to whom he will be speaking
call the number of the extension required
advise the person briefly on the caller's name and the nature of the inquiry
make the connection
If the extension is busy, return to the caller and tell him/her the situation. Ask the caller if he/she wishes to hold or would like to be called back later. if the request is for such a return call, make sure that you have the caller's contact number, and a good time to call back. Make a note of the name, number and nature of the request and transmit the information to the relevant employee. Avoid leaving the caller unattended for long periods of time.
Make sure that you are transferring the call to someone who can deal with the request. Do not transfer a call merely to get rid of a problem. It is very frustrating for a caller to be transferred from one person to another a number of times. This can lead to anger and you must remember that angry clients will not buy the service on offer no matter how good it is.
Holding calls: People making telephone calls can have a distorted impression of the length of time they are left holding or waiting to talk to the right person. Time spent holding on a phone appears to be much longer that it actually is. If a caller is being "put on hold" you should
§ advise the caller that you will put him/her on hold
§ check frequently that they wish to remain on line
§ monitor the busy extension
§ advise the caller that you are transferring the call before doing so, e.g. "I am connecting you now, Sir"
Certain PABX systems have a facility for playing music to the caller who is waiting to be connected (music on hold). Even if this is in operation, it is not a good idea to leave the caller unattended for long periods. You should regularly return to the caller to make sure that he/she still wishes to hold. Do not ignore calls holding merely because you have answered the call at the outset.
Taking Messages: In situations where individuals are not contactable, it is necessary to take messages and transmit them to the persons concerned on their return. When taking messages you must:
§ write the date
§ write the name of the person to be contacted
§ note the time
§ note the name of the caller
§ note a contact number of the caller
§ write a brief description of the nature of the call
You must write clearly and accurately. Finally, you must not forget to give the message to the relevant person and try to ensure that he/she takes action on the message given.
Making Outgoing calls: The same rules apply to making calls as receiving calls with regards to politeness, speed, tone of voice, words used, etc. You must organize the following information:
§ the number and extension for the person to be called
§ the name and title of the person to be called
§ the reason for calling
You should have a clear understanding about what you hope to achieve in making the call. Where necessary make a short list of questions or points you need to make or clarify. This will help you to keep call duration to a minimum. Remember, your hotel will be paying for all outgoing calls, so keep them as brief as possible. This is particularly important when making international calls.
Globally used common telephonic spelling codes:
A for Alpha
B for Beta/Bravo
C for Charlie
D for Delta
E for Echo
F for Foxtrot
G for Golf
H for Hotel
I for India
J for Juliet
K for Kilo
L for Lima
M for Mike
N for November
O for Oscar
P for Papa
Q for Quebec
R for Romeo
S for Sierra
T for Tango
U for Uniform
V for Victor
W for Whisky
X for X-ray
Y for Yankee
Z for Zulu
