The Maldives National University Faculty of Hospitality and Tourism Studies Front Desk Operations Certificate III in Front Office Operations Front Office Department – January 2012 Table of Contents Chapter 1 Introduction Page 02 Chapter 2 Organization structure Page 05 Chapter 3 Classification of hotels Page 11 Chapter 4 Reception Page 18 Chapter 5 Registration Page 20 Chapter 6 Handling customer complaints Page 25 Chapter 7 Telephone
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Indian Institute of Hotel Management & Culinary Arts (Affiliated to Osmania University) Creating Culinary Competence FRONT OFFICE - I BHMCT I YEAR BCT CA I YEAR S. No CONTENT PAGE NO. 1. 2 3 4 5 Unit – I 1.1 Introduction‚ History & Evaluation 1.2 Classifications of Hotels 1.3 Duties & Responsibilities & Job Description-Principles Staff
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Rooms Division Management Chapter 1 A process is a series of related tasks that yields a product or service to satisfy a guest. A typical hotel has the following core processes: Guest’s selection of a hotel Guest’s arrival at the hotel Guest’s stay at the hotel Guest’s departure The selection proceeds through the introduction of the hotel which can be done in 3 ways: On Internet through a hotel’s website (one of the most important sources of reservations for hotels)
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Front Office Manager Job Discription : To ensure that all Departments under his supervision are successful and as independent profit center as possible‚ ensuring maximum guest satisfaction consistent with our hotel standards‚ through planning‚ organizing‚ directing and controlling all aspects related to the revenues and operating expenses. Report To : Directorof Rooms Responsible For : Assistant Front Office Manager‚ Concierge‚ Reservation Supervisor‚ Reception Supervisor‚ Assistant
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JUNIOR RECEPTIONIST POSITION TITLE : FRONT OFFICE ASSTT. RESPONSIBLE TO : SR. RECEPTIONIST PURPOSE & SCOPE OF JOB RESPONSIBILITIES 1. Check log Book‚ wake-up call register and update information panels. 2. To keep all stationeries as per standard laid down. 3. Sorting out guest mart. 4. Cleanliness of the work area‚ 5. To check pigeon holes for message/ location forms and to act accordingly‚ 6. To keep and give keys. 7. To report any untoward incident
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Front Office Organization Chart ____________________________________ General Manager As a hotel manager duties vary depending on the size and type of hotel‚ but may include: planning and organizing accommodation‚ catering and other hotel services; promoting and marketing the business; managing budgets and financial plans as well as controlling expenditure. Assistant Manager Assistant hotel managers are in charge of overseeing all the events‚ activities and operations in a hotel
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delivered to the hotel. D: Of course. I’ll need your passport‚ and please sign this guest card. Mary: Okay. Here you are. Oh and what is the checkout time? D: Eleven A.M. and if you need any assistance. Please see our concierge or call the front desk. Here are your keys. Getting hotel information conversation Script: D: Hello‚ What can I do for you? Lisa: We just arrived at the hotel. Can you tell us what restaurants you have? D: The Hula-Hula Restaurant is open now‚ there is also a complimentary
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Making a Reservation Receptionist: Good morning. Welcome to The burj al arab Hotel. Client: Hi‚ good morning. I’d like to make a reservation for September 24. Do you have any vacancies? R: Yes sir‚ we have several rooms available for that particular weekend. R: How long will you be staying? C: I’ll be staying for two nights. R: How many people is the reservation for? C: There will be two of us. R: And would you like a room with twin beds or a double bed? C: A double bed‚ please. R: Great
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Front office and guest safety and security Security Issues ---------------------- Security encompasses areas such as security of the property itself‚ company assets‚ employees’ and customers’ personal belongings and valuables‚ life security‚ personal security etc. In all workplaces management stipulates that it is not responsible for valuables and employees personal belongings (their handbags‚ items kept in the personal lockers‚ etc.). Yet management must take all possible measures to
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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
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