INTRODUCTION TO FRONT OFFICE SERVICES

Unit 1: THE FRONT OFFICE

DEPARTMENT

Lesson 1: THE FRONT OFFICE DEPARTMENT

At the end of this unit, you should be able to:

1. Identify the tasks and roles performed by the staff of the FO department;
2. Describe FO work shifts and scheduling practices;
3. Enumerate traits and qualities that an FO staff should possess;
4. Identify supporting equipment of the FO department; and
5. Perform clerical procedures.

Introduction:
The Front Office is the department responsible in the sale hotel rooms using systematic
reservation methods, registration and assigning rooms to customers. It fulfils the core activity of the
hotels which is to sell rooms, that is why it is considered as the nerve center of the hotel.

Topic 1: THE FRONT OFFICE ORGANIZATION

FO Department can be organized according to its specific task, depending on the size of the hotel.
Here is a sample FO organizational chart:

C
D E
F G

H I J K L
A. General Manager
1. Responsible for all aspects of operations at the hotel, to day-to-day staff management and
guests.
2. Lead and make strategic plans for all departments to support their service
culture, maximize operations and guest satisfaction.
3. Work closely with hotel owners and other stakeholders.

B. Executive Assistant Manager

1. Assists the General Manager and the Hotel Manager.
2. Responsible for ensuring a perfect coordination between all departments.
3. Ensures that the operations are of quality's standard and provide the highest comfort
and satisfaction to guests.

C. Front Office Manager

1. Tasked to lead the team;
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 2. Ensures quality service by making effective decisions in reservation policies and room
assignments; and
3. Handles guest complaints with courtesy and tact.

D. Concierge
Welcome guests upon arrival;

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 1. Provides service to guests who need assistance or information; and
2. Ensures that the guest’s satisfaction by providing personalised solutions such as
suggesting hotel activities and other recreational activities.

E. Night Auditor
1. Works overnight and is responsible for checking and closing out hotel's financial activities;
and
2. When not performing audit activities, a night auditor performs front office duties.

F. Front Desk Supervisor

1. Oversees front desk operations, particularly the registration of guest; and
2. Tasked in supervising front office work shifts.

G. Reservation Supervisor
1. Oversees operation pertaining to room sales and reservations; and
2. Tasked to train reservation agents how to maximize room revenue by providing quick
and efficient service.

H. Uniformed Service
Uniformed Service jobs are critical to the smooth operation of many hotels. There are
different positions within the uniformed service area. This includes:
1. Bell attendants
 Provides baggage service for guests from the lobby to the guestroom
2. Door attendants
 Provide curb side baggage service and traffic control at the hotel entrance
3. Valet parking attendants
 Provide parking services for guests’ vehicles
4. Transportation personnel
 Provide transportation services for guests, such as driving the hotel’s van.

I. Front Desk Agent

1. Reserve, register and assign rooms to guests; and
2. Maintain information about the availability of rooms for sale and vital facts about the
hotel services and facilities.

J. Switchboard/Telephone operator
1. Operates the telephone switchboard;
2. Handles telephone communication system activities such as answering incoming calls,
receiving and giving information via phone; and
3. Upon request, makes wake-up call to guests.

K. Front office cashier

1. In charge of posting charges into guest folios; and
2. Assisting guests in settling their accounts.

L. Reservation Agent
1. Receives and record room reservation requests; and
2. Creates reservation documents.

Large hotels or establishments often have a mail and information clerk who is responsible for
taking messages and performs other communication services for the guests. Meanwhile, small and
mid-size hotel often performs the same tasks but with fewer employees, often combining job duties.

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Topic 2: FRONT OFFICE WORK SHIFTS

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Topic 3: TYPES OF ACCOMMODATION

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Topic 4: STAR RATING

1 Star Hotels
- These are usually for budget conscious travellers. These establishments provide the minimum of
services. Facilities are also limited and are often shared with other guests. If food is available it
is usually just breakfast.

Examples: Go Hotels, Sea Bird Hotel Boracay.

2 Star Hotels
- The hotels are slightly above one-star hotels and may provide more services and facilities such
as larger rooms, better quality furniture, and recreational facilities. Although more expensive
than one-star hotels, these are still considered good value for money.

Examples: Red Planet, Saniya Resort.

3 Star Hotels
- A very good level of accommodation. Spaces are bigger and have a higher quality of facilities
and services offered compared to one-and-two-star establishments.

Example: Kabayan hotel, Tides Hotel Boracay, Copacabana Apartment Hotel

4 Star Hotels
- Establishments that are upscale in all aspects. Accommodation is refined and stylish. Service is
very responsive and often includes a wide range of facilities. Excellent attention to detail and
hospitality.

Example: Belmont Hotel, Thunderbird Resort and Casino, and Discovery Suites Manila

5 Star Hotels
- These establishments are the very best in the industry. They offer the most luxurious
accommodation and excellent delivery of services.

Examples: Solaire Hotel, Conrad Hotel, Shangrila Boracay, and Fairmont Hotel

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STAR RATING IN THE PHILIPPINES

1. Arrival & Departure: Hotel: 10%; Resort: 10%

2. Public Areas: Hotel: 10%; Resort: 10%
3. Bedrooms: Hotel: 30%; Resort: 30%
4. Bathroom: Hotel: 15%; Resort: 15%
5. Food and Beverage: Hotel: 15%; Resort: 15%
6. Amenities: Hotel: 10%; Resort: 10%
7. Business Practices: Hotel: 10%; Resort: 10%

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Topic 5: ROOM CLASS AND BEDDING TYPES

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Lesson 2: THE FRONT OFFICE STAFF
INTRODUCTION

In the hotel industry, first impressions are very important since it determines whether a customer
will keep coming back to your hotel or not.

This is where the role of the front office displays its importance. It is a fact that front office agents
are the first and final hotel staff that customers see when they avail hotel services—more or less, they
also play a major part as to why guests go back to the hotel. Front Office Services is not merely
performing procedural tasks, but it is making sure that the hotel leaves a good impression to a guest.

Topic 1: DUTIES AND RESPONSIBILITIES OF A FRONT OFFICE STAFF

It is essential for every workplace to have clear and well-written job lists and job descriptions in
order to meet the needs and expectations of both the establishment and the employee. Job Lists refer
to an enumeration of the tasks that an employee occupying a specific job or position is expected to do.
It lists what an employee must do in order to perform well on the job; however, it does not give the
detailed procedures for carrying out each task.

Meanwhile, job descriptions are added to job lists in order to add information. Information may
include reporting relationships (who reports to whom), additional responsibilities, working conditions,
equipment and materials to be used in the job, etc. Here is a sample job description of a front desk
agent:

Source: Educational Institute of AH&MA

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 It is important to note that job descriptions often change as time goes by; thus, it is important to
revisit and revise job descriptions as deemed necessary. Employees should be actively involved in the
process and should have their own copies of their job descriptions.

Topic 2: ANATOMY OF FRONT OFFICE STAFF

It has been established in the previous lessons that the Front Office Staff are the first and last
hotel staff the customers see when they avail hotel services. That is why it is very crucial for them to
possess and maintain qualities of good hygiene and professionalism.

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Topic 3: CHARACTERISTICS OF AN EFFECTIVE FRONT OFFICE STAFF

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Lesson 3: FRONT OFFICE DESIGN AND EQUIPMENT
It has already been established in the previous lessons that the Front Office Staff is the first and
final hotel staff that customers see when they avail hotel services. Physically, the front office area,
which is normally located in the hotel’s lobby, is also the first and final area the customers see and get
to experience. Not only that, front office staff carries out multiple tasks, switching from one task to
another. That’s why it is imperative to have a great front office design that is not only pleasing to the
eye but also designed to ease the carrying out of tasks.

Topic 1: FRONT DESK DESIGN

Most of the time, front office operations take place at the front desk. It is where guests register,
request information and services, settle their accounts, and checkout.

Front desks are often located in the hotel lobby where it can be easily seen by guests. Usually,
front desks are three-and-a-half feet high and two-and-a-half feet deep. However, the front desk can
really vary based on the type of hotel, duties performed at the desk, and the architectural design of the
lobby. The most important consideration for front desks is its accessibility to guests.

The figures below show examples of a semi-automated and an automated front desk:

Information Rack - contains the record of registered guest or guest information slips.
Automatic Switchboard - is a Telephone switchboard wherein the connections are made by using
controlled switches.
Reminder alarm clock - Used to remind front desk agents or the switchboard operator to make
wake-up calls to guests
Registration card rack - is a rack where all the registration cards are placed.
Check-in Station - is where the guest registration and check-in process is performed.
Room rack - contains information about room types, features, and rates. With this, a front desk agent can
match available rooms
Key rack - is used to store and generate hotel keys. However, most hotels nowadays use electronic
key cards instead of metal keys.
Date and time-stamping machine – Small device that stamps the date and time on documents
Folio Tray also called as folio bucket - This is where guest folios (arranged by room number) are
contained.

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Check-out station - is where the guest settles his/her account and where the check-out process is
performed.

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Posted voucher rack - A voucher is given to a guest when purchases are made from the guest’s
room. It indicates the type and amount purchased by the guest. Vouchers are sent to the front desk
and sent to the voucher rack.
Electronic Posting Machine - account posting machines are used to record on guest folios the
amount purchased by guests. It can also function as a cash register.
A PABX (private automatic branch exchange) - is a telephone system used in businesses that
switch calls between business users on local lines while also allowing all users to share a number of external
phone lines.
Reserve key drawer (pulled out) - is a drawer where reserve hotel keys are placed.
Telephone - is a telecommunication device that allows users to make and receive calls.
Hold-mail rack - contains mail that is received and held at the hotel at the requests of hotel guests.
Cash drawer - is used in storing cash and other valuable items.

Topic 2: FRONT OFFICE EQUIPMENT

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Know the difference between the BCc and the Cc.
- BCc stands for Blind Carbon Copy while Cc stands for Carbon Copy.
- When you use the BCc, the email address of those you sent the message to will not be visible to
others. On the other hand, when you use the Cc, the e-mail addresses will be seen by others.
- Use the BCc when the recipients do not know each other. This will ensure their privacy. You can
use the Cc when the recipients belong to the same workplace.

Always add a subject.

- Your subject should contain what your e-mail is about. Make your subject sound professional. It
should also be clear and concise. Avoid using ALL CAPS as it may look like you are shouting to
the receiver.

Address the recipient properly.

- Know your recipient. Know his/her full name and position. Add salutation.

Compose your e-mail as if composing a formal letter.

- Take note of your proper capitalization, punctuations, and grammar.

Include sign-offs before your name.

- Example:
- Sincerely,
- Respectfully yours,
- Regards,

Limit your signature to 5-6 lines

only. Be cautious when replying

to all.
- Do not click reply to all if your message to a single person is not relevant to others.

Check your attachments.

- If you have attachments, state it in your message.
Example:
Attached in this e-mail is…
Attached herewith...
- Rename the files before attaching it. Avoid sending files with informal titles.
- Make sure there really is an attachment if you say so.
- If you are sending large files, ask permission first. If the file is directed to the drive, also state it
in your e- mail.

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Lesson 4: PERFORMING CLERICAL PROCEDURES
INTRODUCTION
Processing office documents are part of the daily duties of front office staff in accordance with the
establishment’s procedure. This may include, but is not limited to:
 Customer records
 Incoming and outgoing correspondence
 Business accounting
 Memos
A memo is a piece of correspondence used internally in an organization for staff or employees to send
messages to one another. It can be brief and is usually semi-formal in nature.
 Sources of Reservation
o Modes and types of reservations
 Telephone
 Walk-in
 Online
o Manual reservation
o Computer Reservation System
To run a business effectively it is important that you are able to utilize the types of office documents as
shown below automatically.

Topic 1: FILING AND ARRANGING FRONT OFFICE DOCUMENTS

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