A Power Point Presentation on Front office overview.ppt
- 2. An office usually situated in the lobby, always located inside the main entrance, whose primary function is to control the sale of guest rooms, provide keys, mail, information service for guests, maintain guest accounts, render bills, receive payments as well as providing information to other departments within the hotel.
- 3. The Front office is the face of the hotel. It is the first and last point of interaction for the guest.
- 4. •To Sell Rooms •To reserve rooms before arrival of the guests •To register guest into the hotel •To assign rooms •To coordinate with other services •To provide in-house & external information to guests •To maintain accurate room status information •To maintain accounts of the guests & settle their bills
- 5. 5 The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest cycle encompasses 4 different stages, which are depicted in the underneath diagram:
- 7. •At the pre-arrival stage, front office create reservation Record for every potential guest . •Reservation records help personalize guest services and appropriately schedule needed staff and facilities . • Reservation department should, then, complete all the pre-registration activities and prepare guest folios (applicable only for automated systems). • •This will eventually maximize room sales by accurately monitoring room availability and forecasting room revenues
- 8. •At the arrival stage, registration and rooming functions takes place and the hotel establishes a business relation- ship with the guest. •Front office Assistant should determine the guest’s reservation status . Later, he/she shall prepare a registration record or make the guest sign the already- printed pre-registration record •The registration records shall include the personal and financial items
- 9. •At the occupancy stage, the front office coordinate with guest services in a timely and accurate manner. •Front office assistant should encourage repeat guests by paying a great attention to guest complaints. •Design effective procedures in order to protect the funds and valuables of guests. This might be ensured through guest key control, property surveillance, safe deposit boxes, and well designed emergency panels and exits… •
- 10. •At the departure stage, the guest shall be walked out of the hotel. •Create guest history record. •Cashiers shall settle guest account outstanding balances
- 11. • A proper checkout occurs when the guest: -Vacates the room -Receives an accurate settlement of the guest account -Returns room keys -Leaves the hotel • Guest is encouraged to consider returning to hotel • Ask Guest to fill feedback form