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SELAMAT DATANG KE BLOGGER SETIA HUJUNG NYAWA...

Selasa, 17 Disember 2013

Hotel front office operation



Functions of a hotel
*    Functions…
*    Lodging accommodations
*    Revenue centers
*    Cost centers
*    Serve and enrich society
*    Profit for the owners

The executive committee
*    Executive committee…
*    General manager
*    Human resources & training manager
*    Food & beverage manager
*    Executive chef
*    Executive house keeper
*    Front office manager
*    Sales & marketing manager
*    Chief engineer
*    Unit financial controller
*    Chief security officer

Front office
*    Front office…
*    Lobby
*    Reception
*    Cashier
*    Reservations
*    Telephone operator
*    Concierge
*    Guest services
*    Bell desk

Basic functions of the front office
*    Front office…
*    Sell rooms
*    Maintain balanced guest accounts
*    Offer services such as faxes, mail, messages, travel desk, currency exchange etc.
*    Request/ queries/ complaint handling
*    Telephone handling

Different room rates
*    Room rates…
*    Rack rate
*    Corporate
*    Government
*    Privilege cards/ membership cards
*    Travel agent rates
*    Group rates
*    Promotions/ weekend rates
*    Crib rate
*    Crew rate
*    Day rate

Types of rooms
*    Single room
*    Double room
*    Twin bedded room
*    Interconnected room
*    Triple room
*    Quad
*    Double-double room
*    Suite

Types of rooms (contd..)
*    Studio room
*    Cabana
*    Lanai room
*    Parlor
*    Efficiency
*    Hospitality
*    Hollywood living room
*    Adjoining rooms

Duties of a front office assistant
·        Front office assistant…
*    Reservations
*    Check-ins
*    Guest inquiries
*    Room changes
*    Coordinate with other departments
*    Check-outs
*    Telephone
*    Complaint handling

Job responsibilities of a front office assistant
·        At reservation:
*    Promptly and courteously handle all reservation requests
*    Update regularly the reservation chart and rack
*    Keep all reservation correspondence up-to-date
*    Keep room availability status board up-to-date
*    Handle amendments and cancellations of reservation
*    Send expected arrival list to all concerned departments



Job responsibilities of a front office assistant (contd..)
·        At reception:
*    Promptly and courteously welcome, register guests and assign them rooms.
*    Calculate room availability position and prepare room reports and occupancy statistics.
*    Update the room rack/ information rack regularly.
*    Handling complaints, requests of guests and enquiring guest satisfaction.
*    Complete pre-registration formalities.

Job responsibilities of a front office assistant (contd..)
·        At reception (contd..):
*    Execute government formalities regarding foreigners
*    VIP rooms checking, blocking and issue VIP amenities voucher
*    Co-ordinate closely with housekeeping for clearance of rooms to sell
*    Formulating policies on groups and overbooking levels in consultation with management
*    Deliver mail, messages to the guests
*    Provide safe keeping for guest valuables


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