HM12 HANDOUTS especially with guest.
They should be adept in
communicating with foreigners and must be
able to speak foreign languages.
GLOBAL HOTELIER
✓ Thinking
✓ Knows how to meet the growing demands ✓ Listening
of tourist or guest. ✓ Speaking
✓ Nonverbal
✓ Increasingly aware of the skills and
attitude they need to developed to be in
touch with the world market.
• Teamwork Competency
✓ Leaning towards competency-based
Global hoteliers are team players. They
management.
promote a healthy environment that
✓ Future hoteliers can only go up the encourages cooperation and give-and-take
corporate ladder if they constantly relationships. Teamwork competency
improve on skills needed in their job. requires collaboration and information
sharing among employees to avoid confusion.
Basic competencies of global hoteliers:
Front office remains an extremely visible area and
• Self-management competency
a vital data center for the guest and employees
Global hotelier should have a sense of throughout the stay duration.
awareness and development.
✓ They should be responsible for their
Most important department in the hotel.
role in the hotel and should take
conscious effort in having their career o Nerve for hotel operation.
and personal advancement. o Interface between a hotel and its
✓ They should have a balanced work life guest.
to cope with stress.
Guest makes first contact with FO
✓ Industry workers must display a high
department.
persona of integrity gained through
mutual respect with their fellow First place that can makes guest develop an
worker through respect. impression about the level of service, standard,
facilities and hospitality of the hotel.
• Multicultural Competency
Global hoteliers must be able to work in a
This department performs the various functions:
multicultural environment. They should be
able to understand different cultural, ✓ Reservation
political, and economic situations for them ✓ Reception
to relate well with colleagues and guest. ✓ Registration
✓ Room assignment
✓ Bills settlement of a guest.
• Communication Competency
• Communication and Accounting are the
Global hotelier must be able to communicate
most important functions of the front desk
effectively with their teammates and most
operation.
COMMUNICATION The front desk needs to be:
Effective Communication with GUEST ✓ Positioned at an adequate height and reach.
✓ An effectively light-up area.
✓ Processing the guest reservation
✓ Aesthetically furnished.
✓ Handling the guest reception
✓ Preferably near the sitting area.
✓ Fulfill the guest inquiry
✓ Wide enough to make the staff member
✓ Check-in and check-out the guest
communicate with the guests across the
✓ Communicating to inter-departments of the
desk.
establishments
✓ Maintaining the room status
Front office organizational chart
Accounting procedure involve the ff: ✓ SMALL SIZE HOTEL
✓ Settlement of the guest bills
✓ Accepting advance booking of hotel rooms
✓ Settle bills at the time of check-out
✓ Room revenue monitoring
✓ Cashiering
✓ Room sales monitoring
• FO department operates 24 hours a day
• Three main shifts in FO department ✓ MEDIUM SIZE HOTEL
Morning – day shift
7.00 a.m – 3.00 p.m
Day – evening shift
3.00 p.m – 11.00 p.m
Night shift
11.00 p.m – 7:00 a.m
✓ LARGE SIZE HOTEL
Structure
✓ Front office area is commonly termed as
“Reception”.
✓ It is the place where the guests are received
when they arrive at the hotel.
✓ Front office is located near the main
entrance of the hotel.
Positioning the Front Desk
✓ Telephone Reservation
It is a mutual agreement between a guest and a
reception in which the guest hires
accommodations at a given time.
✓ Walk-in Reservation
A walk-in guest refers to the person who has
come to a hotel without any prior reservation.
Hotels do not have any sorts of obligation to
provide proper accommodation to walk-in
guests if there is no available room.
✓ Inter sell Agencies
These are multiple product handlers, i.e., they
deal with multiple products, such as hotel
RESERVATIONS reservations, car rentals, travel arrangements,
FORMS OF RESERVATION airline reservations and so on.
✓ Online
- GDS – Global Distribution System Guaranteed Reservation
(Amadeus, Expedia, Agoda and
Booking.com, etc.) ✓ Pre-payment of the hotel is required.
- Social Media (Facebook and Instagram) ✓ Advance deposit
- Applications ✓ Direct billing Account
Non-Guaranteed Reservation
✓ Hold a room on given standard time.
Standard Check-in Time: 2:00pm
Standard Check out Time: 12:00 noon
Count the number of nights to get the length of
stay.
- A GDs is a worldwide channel between travel Example:
bookers and suppliers, such as hotels and Arrival date: May 10,2023
other accommodation providers. It
communicates live product, price and Check-out date: May 13,2023
availability data to travel agents and online No. of stay: 3 days and 2 nights
booking engines, and allows for automated
transactions.
Main product of Front office operations is the ✓ Last-minute rate/Walk-in rate – this rate is
ACCOMMODATION/ ROOMS. for guests who book a room at the last
minute or at reception for that night. The
Remember the following type of rooms: rate is often lower than the standard rate to
stimulate last minute room sales.
✓ Single room
✓ Length of stay (LOS) rate – You can use this
✓ Double room
rate type when you want to encourage
✓ Triple room
extended stays. The longer the guest stays,
✓ Quad room
the more discount they will receive. It’s an
✓ Queen room
interesting rate type because, as the guest is
✓ King room
staying longer, the overall cost of maintaining
✓ Double-double room
the room is lower.
✓ Studio room
✓ Family rate – is a price reserved for parents
✓ Executive suite room
and children.
✓ Junior suite
✓ Package deal – The best available rate (BAR)
✓ Presidential suite
in combination with an activity or dinner is
✓ Connecting room
called a package deal. There can be many
✓ Disabled room
different kinds of package deals, so get
✓ Cabana room
creative and offer different choices. Think of
✓ Villa
a package deal including bike rental, or a 2-
✓ Smoking room
night stay including dinner on one night.
TYPES OF ROOM RATES ✓ Corporate rate – for business guests who
return regularly or add significant value to
Updating Accommodation Rates
the hotel.
✓ Standard rate (RACK) ✓ Group rate – when large groups stay at your
hotel, for meetings or conferences, there’s a
The standard rate is also called a RACK rate. This
good chance that they’ll receive a group
is the price per room without discounts or
discount.
extras. It’s also the price shown on the website
✓ Complementary rate – when you are
and the published price list for the hotel.
offering someone a free stay.
✓ Best available rate (BAR) ✓ Promotional rate – If you want to increase
room sales during the low season,
The best available rate, or BAR, is the most
promotional rates are excellent to use. Think
affordable rate that can be offered to the guest.
of offers like “3 nights for the price of 2” or a
free breakfast.
✓ Half-day rate – The half-day rate is popular
There are two types of BAR rates:
with airport hotels or hotels that are
Dynamic rate – The prices increase as occupancy attractive to business guests. It’s likely that
increases. the booker only wants to stay half a day at
the hotel, whether as a layover until their
Daily rate - fixed price based on the day of the
next flight or to have a quiet place to work.
week.
✓ Early booking rate – Early bird rates
✓ Non – refundable rate – means that the encourage early bookings. This is usually a
guest cannot cancel the booking free of rate that offers a discount if you book in
charge. advance (30 days – 6 months).
CHECK-IN PROCESS PROCEDURE
1ST
1. Greetings Guest name is verified to include correct spelling.
➢ The first employees who come into contact
✓ Request of Confirmation Voucher /
with the most guest when they arrive are
Reservation from the guest.
members of the uniformed services
✓ Guest form to be fill up.
division of the front office.
✓ Ask for Valid Document for Verification
➢ The first person to greet is the valet or
(Scan/ Photocopy)
doorperson (the first impression is
✓ Request of any valid ID document for
very important. It will establish a
personal information verification.
favorable impression of the
hotel/resort).
2. Transition
2nd
➢ The most widely recognized job role
within the industry is the bell person. Once reservation is found, a reservation summary
3. Registration is given vocally to the guest.
➢ This point most of the guest have begun to
create an impression of the hotel in their ✓ Room verification
minds. ✓ Arrival/departure dates
➢ The front desk personnel must continue to ✓ Confirmed rates
focus on guest satisfaction by creating a
warm and inviting atmosphere around the
FO area while the registration process
goes smoothly.
CHECK-IN
Blocking
Is a process where a specific room is reserved for
a specific guest. This is to match an arriving
guest’s room preferences contribute greatly to
guest satisfaction levels.
10x10 rule
➢ First part, the guest perception of an entire
stay is in large measure instilled in the first
10 minutes upon arrival.
➢ Second part, FO must greet a guest 10 feet
before he/she approaches the desk.
Remember: An employee who begins a
conversation with a guest at least 10 feet away
creates a favorable impression.
