Basic Concepts in FOS

WELCOME TO
GRADE 7
Prepared by: Mistekee G. Maramag
Just call me Ma’am Misty
In short
TOPIC: BASIC CONCEPTS IN FRONT OFFICE SERVICES
FRONT OFFICE
 is one of the many departments of the hotel business which
directly interacts with the customers when they first arrive at the
hotel.
 It is also considered as most important department in the hotel
operation.
 Communication and accounting are the most important

functions of the front desk operation, accounting
procedure involve settlement of the guest bills, accepted
advance booking of hotel rooms and settle bills at the
time of guest check-out.
 Communication with guest in processing reservation,
handling guest reception and fulfill the guest inquiry
usage in the hotel.
The front office Department operates 24 hours a day with three (3) main shifts:
Morning Day shift, day evening shift, and Night shift. There are also different Front Office
Personnel to handle, manage, and transact for different hotel operation.
Activity 1: Multiple Choice
Directions: Choose the answer from the options below. Write the letter that best corresponds
to your answer. Place your answer beside each number.
1. What is the duty/responsibility of a receptionist in the hotel?
A. confirm reservation B. guest guide C. Up sell accommodation D.
Assigning
2. Which of the following front office service when a guest needs transportation, and booking
services outside the hotel?
A. Valet B. Concierge. C. FO Manager . D. Receptionist
3. Where does a guest ask information upon his/her arrival of the guest at the hotel?
A. Front Office B. Middle Office C. Back Office D. Office of the Manager
4. Which of the following front office personnel gives orientation of a newly hired employee?
A. Valet B. Concierge. C. FO Manager D. Receptionist
5. Which of the following shift do hotel follow and implemented? A. Day shift; Night Shift
a. Day Shift; Afternoon Shift; Evening Shift
b. Night Shift; Day- evening Shift; Morning – day Shift
c. Morning – day shift; day – evening shift; Night Shift
6. Where do guest pay their account during check out?
A. Manager B. Cashier C. Receptionist D. Night Auditor
7. What part of the hotel should a bell boy stay to assist guest?
a. Front desk c. Front part of the hotel
B. Middle Office D. Back part of the hotel
8. Which of the following personnel prepares the budget for the front office department
A. Manager B. Cashier C. Receptionist D. Night Auditor
9. This considers as one of the service a bell boy offer to hotel guest.
A. Receiving payment
B. Act as cashier for banquet function
C. Escorting guests to their rooms on arrival
D. Making reservations for dining in famous restaurant
10. Which of the following personnel familiarize guests about safety features and in-room
Facilities?
A. Valet B. Concierge. C. Bell Boy D. Receptionist
:
ACTIVITY 2:
Directions: Fill in the chart with the correct personnel of the front office
department by
reading the statement below:
1. Direct and coordinate the activities of the front office department.
2. Handling guest luggage at the time of guest arrival and departure.
3. Receiving payment balancing guest account.
4. Open the doors of guests’ vehicles on their arrival in the hotel portico.
5. Preparing the night audit report check-in and check-out guest who arrive
or depart After 11:00 p.m.
6. Handling check-in and checkout.

7. Making reservations for dining in famous
restaurant outside the hotel.
8. Handling guaranteed and non-guaranteed
reservations.
9. Processing all incoming and outgoing calls.
10. provide paging services for guest
Activity 3: True or False
Directions: Write TRUE if the statement is correct and FALSE if the statement is not
correct. Write your answer before the number.
_________1. Front Office is considering as the most important department in Hotel
Operation.
_________2. Hotel can be categorized as Small, Medium, and Large Hotels.
_________3. It is in the front office area where you can ask information about hotel
accommodation.
_________4. When a guest use telephone for reservation we call that in house
reservation.
_________5. Hotel receptionist handles guest payments.
_________6. Guest makes first contact with the middle office.
_________7. Front Office Department handles check in and checkout of guest.
_________8. Front Office department operates 24 hours a day 7 days a week,

_________9. Receptionist handles opening and maintaining the guest folios.
_________10. Door attendant helps the bell boy in carrying guest language.
_________11. The hotel manager handles special request of guest.
_________12. A reservation agent is the one sells room /accommodation.
_________ 13. There are 4 guest cycle stage that we follow in hotel
accommodation.
_________ 14. During the settlement of guest bill, guest can make future
booking in the hotel.
__________15. Reservation is considering as the first stage in hotel
accommodation.
. Reflections:
Things I Learned from the lesson.
_________________________________________________________________
__________________________________________________________________
__________________________________________________________________
Things I found interesting about the Activity.
__________________________________________________________________
__________________________________________________________________
__________________________________________________ __

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WELCOME TO

 Communication and accounting are the most important

6. Handling check-in and checkout.

_________8. Front Office department operates 24 hours a day 7 days a week,

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