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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