BASIC FRONT OFFICE OPERATION

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BASIC FRONT OFFICE OPERATION
I YEAR HOTEL MANAGEMENT CATERING
SCIENCE FACULTY INCHARGE MS. G.SOUNTHERYA
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UNIT I
INTRODUCTION
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INTRODUCTION TO HOTEL INDUSTRY
SESSION I

• DEFINITION.
• INTRODUCTION.
• CHANGES IN THE MODE OF TRANSPORT AND TRAVEL.
• THE ERA OF INNS.

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HOTEL INDUSTRY - DEFINITION

• Hotel or Inn is defined by the British law
  as a Place where a Bonafide traveller can
  receive food and shelter, provided he is in a
  condition to pay for it and is in a fit condition
  to be received.

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HOTEL INDUSTRY-INTRODUCTION

• The Hotel Industry originated in the 6th century
  B.C.
• It is one of the oldest endeavor.
• The earliest inns where just large halls where
  travellers slept on the floor along with the
  animals on which they travelled.
• These conditions prevailed for hundreds of years
  until the mode of travel changed.

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CHANGES IN THE MODE OF TRANSPORT TRAVEL

• The invention of wheel resulted in the production
  of quicker modes of conveyance.
• The speed of travel increased the development of
  vehicles.
• With the advent of the industrial revolution in
  England, travel for business gradually started
  increasing.

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THE ERA OF INNS

• Travellers of earlier times belongs to different
  segments of society.
• Travel for a common man came at a much later day.
• They were accommodated and fed as per their
  status.
• It was the traders who helped in promoting the
  establishment of inns.
• They had no other alternatives but to stay in
  inns for a night or two while travelling.
• These conditions prevailed for several hundreds
  of years.

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• The advent of the Industrial revolution in
  England brought ideas and progress in the
  business of inn keeping.
• The development of railways and steamships made
  travelling more prominent.
• To provide accommodation and food for the
  travellers many inns were setup along the
  frequently travelled roads and pathways.
• Thus inn keeping began its steady growth and
  became more popular as time progressed.

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• ASSIGNMENT NO 1
• DEFINITION OF A HOTEL
• INTRODUCTION TO HOTEL INDUSTRY

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FUTURE STUDIES THE CONCEPT OF CHAIN HOTELS
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SESSION II

• FROM INNS TO HOTELS.
• THE CONCEPT OF CHAIN HOTELS.
• MOTELS AND INTERNATIONAL CHAINS.
• OPTIONS THAT THE INTERNATIONAL HOTEL CHAINS
  PROVIDED TO INDIVIDUAL HOTEL OWNERS.

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FROM INNS TO HOTELS

• The City Hotel in Newyork was the first building
  solely meant for use as Hotel.
• It was built in the year 1794.
• Later hotels began to be built all over the
  world.

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THE CONCEPT OF CHAIN HOTELS

• The big growth in the Hotel Industry came in
  1920s when the concept of chain hotels was born.
  
• However in 1930 during the great depression there
  was a considerable decrease in the business.
• Immediately after the 2nd world war, the Hotel
  Industry regained its prominence and registered a
  steady growth, especially in the countries which
  attract business travellers and tourists in large
  numbers all over the world.

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MOTELS AND INTERNATIONAL CHAINS

• Motels and International chains gave a big rise
  to the Industry.
• These chains either smaller individually owned
  properties or built their own hotels.
• Many Individual hotel operators merged with these
  International hotel chains as it increased its
  ability to cope with the hotel chains.

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OPTIONS THAT THE INTERNATIONAL HOTEL
CHAINS PROVIDED TO INDIVIDUAL HOTEL
OWNERS

• Partnership Sharing of Profit.
• Franchise Giving a brand name to the Franchisee
  and helping to market the hotel in return for
  franchise and marketing fees.
• Management Managing the hotel in exchange for
  management fees and a share in the profit known
  as Incentive Fees.
• Leasing Lease means taking over all the
  operational aspects of the property for a
  specific period of time paying the lease amount
  either as a fixed sum or as a percentage of
  turnover.

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• ASSIGNMENT NO 2
• MOTELS AND INTERNATIONAL CHAINS
• OPTIONS PROVIDED BY INTERNATIONAL CHAINS TO
  INDIVIDUAL HOTELS

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• FUTURE STUDIES
• MEANING OF CATEGORIZATION / CLASSIFICATION
• IMPORTANCE OF LOCATION

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SESSION III
TYPES / CLASSIFICATION OF HOTELS

• LOCATION
• NUMBER OF ROOMS
• TYPES OF PLAN
• ROOM RATES
• TYPE OF CLIENTELE
• LENGTH OF GUEST STAY
• FACILITIES

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LOCATION

• DOWNTOWN HOTELS
• SUBURBAN HOTELS
• RESORT HOTELS
• AIRPORT HOTELS
• INNS
• MOTELS
• RESIDENTIAL HOTELS
• RETIREMENT HOTELS
• FLOATING HOTELS
• INTERNATIONAL HOTELS

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DOWNTOWN HOTELS

• Also called as Commercial Hotels.
• Located in Heart of City.
• Rates Quoted are normally High.
• Businessmen Patronize these Hotels.
• Standardized Service.

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SUBURBAN HOTELS

• Situated in the Suburbs.
• Quieter Surroundings.
• Moderate to Low Tariff.
• Patronize by Budget Guests.
• Ideal for Conferences, Seminars and Educational
  Programs.

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RESORT HOTELS

• Located at Islands, Hill Stations and Beaches.
• Patronized by Vacationers.
• Standardized Service.
• High Tariff.

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AIRPORT HOTELS

• Situated near Airports.
• Ideal for Transit Passengers.
• High Tariff.
• Facilities are of High Standard.

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INNS

• Smaller in Size.
• With Modest Boarding and Lodging Facilities.
• They are Fore Runners of the Modern Hotels.
• Located anywhere in or outside the City.

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MOTELS

• Located in High Ways.
• Also known as Motor Hotels.
• Provide Car Parking, Garage and Accommodation
  facilities.
• Low Tariff.

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RESIDENTIAL HOTELS

• Also known as Apartment Hotels.
• Rooms are sold on Monthly or yearly basis.
• Type of Guest are Long Staying Guest.
• Location like Commercial Hotels.
• Facilities Minimum Comfort a person would
  require.

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RETIREMENT HOTELS

• Cater to the needs of Retired Persons.
• They offer Home, Mild recreational activities to
  the Senior Citizens.
• They are not popular these days.
• Such establishments are called Old Age Homes.

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FLOATING HOTELS

• Located on the surface of Water such as sea ,
  Lake , etc.
• Facilities as in a First class Hotels.
• Many Countries have converted old Luxury Ships
  into Floating Hotels.
• In India , in Kashmir Valley House Boats are used
  as Luxury Hotels.

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INTERNATIONAL HOTELS

• Situated in Metropolitan Cities.
• Provide western style luxury.
• Also called as Full Service Hotels.
• These hotels find good markets in commercial
  towns.

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ASSIGNMENT NO 3 CLASSIFICATION OF HOTELS
BASED ON LOCATION
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FUTURE STUDIES THE IMPORTANCE OF ROOMS, GUEST
AND FACILITIES IN A HOTEL BUSINESS
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SESSION IV
NUMBER OF ROOMS

• Hotels with 25 Rooms are termed as Small
  Hotels.
• Hotels with 25 to 100 Rooms are termed as Medium
  Hotels.
• Hotels with 101 to 300 Rooms are termed as Large
  Hotels.
• Hotels with over 300 Rooms are termed as Very
  large Hotels.

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TYPE OF PLAN

• European Plan Room Tariff only.
• Continental Plan Room Tariff Continental
  Breakfast.
• American Plan Room Tariff All Meals
  included (English Breakfast Lunch and Dinner).
• Modified American Plan Room Tariff English
  Breakfast Lunch or Dinner.

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TYPE OF GUEST

• Group Hotels cater to groups and the Rates are
  on American Plan.
• Commercial Hotels cater to Businessmen and the
  Rates are on European Plan.
• Family Hotels are on American Plan.

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LENGTH OF GUEST STAY

• Transient Hotels A Guest can register for a
  Day or even less.
• Residential Hotels A Guest stay for a Minimum
  of 1 month.
• Semi-Residential Hotels Incorporates the
  features of both Transit and Residential hotels.

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FACILITIES THE HOTEL OFFERS

• Some facilities for a Five star hotel are as
  follows
• Central Air Conditioning.
• Attached Bathroom with Hot Cold Water.
• Wall to Wall Carpeting.
• Shopping Arcade.
• Health Club.
• Swimming Pool.
• Variety of Restaurants Multi cuisine and
  Speciality.
• 24 Hours Room Service.
• 24 Hours Coffee Shop.
• Bar.

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SUPPLEMENTRY ACCOMODATION

• It includes all forms of rented accommodation
  other than the above mentioned categories.
• Some types of supplementary accommodation are as
  follows
• Youth Hostels.
• Forest Lodges.
• Travellers Lodges.
• Recreational centres for childrens.
• Tourist Bungalows.
• Paying Guest Accommodations.
• Dormetries (a group of people living in a single
  room).

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• ASSIGNMENT NO 4
• CLASSIFICATION OF HOTELS BASED ON NUMBER OF
  ROOMS
• CLASSIFICATION OF HOTELS BASED ON TYPE OF PLAN
• SUPPLEMENTRY ACCOMMODATION

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FUTURE STUDIES OPPORTUNITIES IN THE HOSPITALITY
INDUSTRY
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SESSION V

• GROWTH OF THE HOTEL INDUSTRY
• THE DEVELOPMENT AND GROWTH OF HOTEL INDUSTRY IN
  INDIA
• PALACE HOTELS

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GROWTH OF THE HOTEL INDUSTRY

• The expansion of cities all over the world led to
  further development of the travel and hospitality
  Industry.
• Restaurants of all kinds and hotels of various
  sizes and types mushroomed and the customer
  became used to a standardized type of service.
• Based on this standardization the Industry felt
  the need for trained hoteliers and skilled
  professionals to manage various establishments
  and provide service set to a predetermined
  standard.
• This felt the need for specialized training
  institutions.
• Today the level of training in the catering
  industry is highly advanced and specialized.

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THE DEVELOPMENT AND GROWTH OF HOTEL INDUSTRY IN
INDIA

• The Hotel Industry is the most important
  enterprise particularly in the overpopulated
  country like India.
• It augments for an exchange of Foreign travellers
  in India.
• The hotel sector is the heart of the tourism
  Industry.
• A good hotel is considered as a second home.
• Many small and big Indian hotel groups are
  operating in various parts of India.
• India has a highly developed hotel Industry and
  has attained efficiency and excellence which is
  compared to be the best in the world.

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PALACE HOTELS

• THE FOLLOWING ARE SOME OF THE PALACES WHICH WAS
  CONVERTED INTO HOTELS
• Maharaja Harisingh palace oberoi Hotel.
• Maharaja of Jaipur converted his palace Rambagh
  to a Hotel.
• Maharaja of Udaipur converted the Lake Palace in
  Pichola Lake into Taj group of Hotel.
• Jodhpur Palace was converted into Oberoi.
• LalithMahal Palace of Mysore, Ushakiran Palace of
  Gwalior, Hotel Jaimahal Palace, Chamundi hill
  Palace are also some of the palaces which was
  converted into Hotels.

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• ASSIGNMENT NO 5
• GROWTH OF HOTEL INDUSTRY IN INDIA
• PALACE HOTELS

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FUTURE STUDIES MEANING AND IMPORTANCE OF AN
ORGANIZATION IN A HOTEL AND IN ANY OTHER BUSINESS

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UNIT II
ORGANIZATION OF A HOTEL
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SESSION VI

• ORGANIZATION OF A HOTEL INTRODUCTION
• CLASSIFICATION OF THE DEPARTMENTS WITHIN THE
  HOTEL

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ORGANIZATION OF A HOTEL - INTRODUCTION

• A Hotel is an organization which has various
  departments that has to work in close
  co-ordination for the efficient running of the
  organization.
• Some departments are very important as far as the
  revenue is concerned, where as some departments
  operate to help the revenue producing departments.

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CLASSIFICATION OF THE DEPARTMENTS WITHIN THE
HOTEL

• OPERATING AND REVENUE PRODUCING DEPARTMENTS
• MINOR REVENUE PRODUCING DEPARTMENTS
• MAJOR REVENUE PRODUCING DEPARTMENTS
• OPERATING AND NON - REVENUE PRODUCING DEPARTMENTS
• NON OPERATING AND REVENUE PRODUCING DEPARTMENTS

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OPERATING AND REVENUE PRODUCING DEPARTMENTS
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• ASSIGNMENT NO 6
• ORGANIZATION OF A HOTEL - INTRODUCTION
• CLASSIFICATION OF THE DEPARTMENTS WITHIN A HOTEL

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FUTURE STUDIES IMPORTANCE OF REVENUE IN A HOTEL
AND THE WAYS TO INCREASE THE REVENUE
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SESSION VII OPERATING AND NON REVENUE
PRODUCING DEPARTMENTS

• PERSONNEL DEPARTMENT Deals with Staff
  Promotion, Staff ID cards, Locker facilities,
  etc.
• SECURITY DEPARTMENT Deals with unusual events
  in the hotel.
• MAINTENANCE DEPARTMENT Responsible for
  repairing work in the hotel like Air
  Conditioning, Lightening, Elevators, Escalators
  etc
• PURCHASE DEPARTMENT Responsible for the
  Purchase of materials required for the hotel.

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NON OPERATING AND REVENUE PRODUCING DEPARTMENTS

• These are those sections or areas which are
  contracted to an outside agency.
• They are
• Travel Agencies.
• Florists.
• Health Clubs.
• Shopping Arcades.

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• ASSIGNMENT NO 7
• OPERATING AND NON-REVENUE PRODUCING DEPARTMENTS
• OPERATING AND REVENUE PRODUCING DEPARTMENTS

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FUTURE STUDIES IMPORTANCE AND NEED FOR FRONT
OFFICE DEPARTMENT IN A HOTEL
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UNIT III
FRONT OFFICE
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SESSION VIII

• INTRODUCTION TO FRONT OFFICE
• ROLES OF THE FRONT OFFICE DEPARTMENT
• QUALITIES ATTRIBUTES OF FRONT OFFICE STAFF

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INTRODUCTION TO FRONT OFFICE

• The Front office department in a hotel is
  responsible for the room sale through systematic
  way of reservation, followed by registration and
  assigning rooms to the guest.
• The amount which the guest pays for their stay is
  known as ROOM TARIFF.
• Revenue collected from the room sales constitutes
  to 70 of the total sales of the hotel.
• The Front office department also has a
  complementary role of Image Building as it is the
  first and the last point of contact for every
  guests.
• Thus the role of Front Office is to RESERVE,
  RECEIVE, REGISTER, ASSIGN ROOMS TO GUESTS and act
  as a continuous source of Information to the
  guest during their stay in the hotel.

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ROLES OF THE FRONT OFFICE DEPARTMENT

• TO RESERVE Reserving of rooms is done by the
  RESERVATION section. This section is the main
  centre of the department. All the reservation
  request should be properly processed, documented,
  stored and received at the appropriate time. Thus
  the reservation department should ensure that the
  rooms are not allowed to perish
• TO RECEIVE, REGISTER AND ASSIGN This activity
  is handled by the section called RECEPTION. The
  staff in this section actually welcomes and
  receives the guest and assigns them a room after
  a few registration formalities.
• SOURCE OF INFORMATION This section controls the
  Room Keys, Mail Messages. It is also
  responsible for giving information about the
  Hotel or about the locality whenever required by
  the guest.

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QUALITIES ATTRIBUTES OF FRONT OFFICE STAFF

• The following are some of the qualities that a
  Front Office personnel should possess
• SALESMAN
• PROBLEM SOLVERS
• A REFERENCE POINT
• CO ORDINATORS
• IMAGE BUILDERS

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The following are some of the attributes that a
Front Office personnel should possess

• A HIGH SENSE OF PERSONAL GROOMING
• PERSONAL HYGIENE
• SELF CONFIDENT
• COMMUNICATION MUST BE CORRECT AND CLEAR
• DIPLOMACY IS THE GREATEST ATTRIBUTE REQUIRED
• ABILITY TO REMEMBER NAMES AND FACES
• READY SMILE
• PHYSICAL FITNESS
• QUICK DECISION MAKING ABILITY

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• ASSIGNMENT NO 8
• INTRODUCTION TO FRONT OFFICE DEPARTMENT
• QUALITIES AND ATTRIBUTES OF FRONT OFFICE STAFF

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FUTURE STUDIES DIFFERENT SECTIONS OR AREAS IN
THE FRONT OFFICE DEPARTMENT
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SESSION IX
DIFFERENT AREAS IN THE FRONT OFFICE DEPARTMENT
AND THEIR NATURE OF FUNCTIONS

• RESERVATION
• RECEPTION
• INFORMATION
• CASH AND BILLS
• BELL DESK
• TELEPHONE AND TELEX

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• ASSIGNMENT NO 9
• NATURE OF WORK IN DIFFERENT SECTIONS THAT
  OPERATES UNDER THE FRONT OFFICE DEPARTMENT

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FUTURE STUDIES NEED FOR EQUIPMENTS IN THE FRONT
OFFICE DEPARTMENT
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SESSION X
EQUIPMENTS USED IN THE FRONT OFFICE DEPARTMENT

• Bell Desk.
• Travel Desk.
• Key and Mail rack.
• Duplicate key rack.
• Type writers.
• Photocopying machines.
• Telephone and Telex machines.
• Reservation racks.
• Billing machines and credit card Imprinters.
• Luggage trolley or bell hop trolley.
• Luggage Net.
• Computer systems etc

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• ASSIGNMENT NO 10
• EQUIPMENTS USED IN THE FRONT OFFICE DEPARTMENT

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FUTURE STUDIES MEANING AND IMPORTANCE OF
RESERVATION IN THE FRONT OFFICE
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UNIT IV
RESERVATION
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SESSION XI

• INTRODUCTION TO RESERVATION
• EQUIPMENTS OR MODES OF RESERVATION
• SOURCES OF RESERVATION

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• ASSIGNMENT NO 11
• INTRODUCTION TO RESERVATION
• MODES OF RESERVATION
• SOURCES OF RESERVATION

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FUTURE STUDIES BASIC RESERVATION ACTIVITIES A
GLANCE
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SESSION XII
BASIC RESERVATION ACTIVITIES
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• ASSIGNMENT NO 12
• BASIC RESERVATION ACTIVITIES

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FUTURE STUDIES TYPES OF RESERVATION A GLANCE
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SESSION XIII
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ASSIGNMENT NO 13 TYPES OF RESERVATION
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FUTURE STUDIES MEANING OF FORECASTING,
OVERBOOKING AND UNDERBOOKING
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SESSION XIV

• FORECASTING ROOM AVAILABILITY
• OVER BOOKING
• UNDER BOOKING

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• ASSIGNMENT NO 14
• FORECSATING ROOM AVAILABILITY
• OVER BOOKING
• UNDERBOOKING

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FUTURE STUDIES GLOSSARY TERMS USED IN
RESERVATION
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SESSION XV
KEY POINTS FOR RESERVATION

• Anticipate early by how many rooms the hotel will
  be over booked.
• Check the Arrival list against the Room Status,
  Non Guaranteed reservation, Guaranteed
  reservation and possible No Shows.
• Check with the House Keeper if any OOO rooms
  can be made available for sale.
• If guaranteed reservation arrives and if there is
  no room to offer to the guest, reserve rooms in
  the near by hotels or in the chain hotels.
• Arrange transportation to the new hotel.
• Ensure that the Duty manager, General manager,
  Front Office manager and the Telephone department
  is fully aware of this situation.

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• ASSIGNMENT NO 15
• KEY POINTS FOR RESERVATION
• GLOSSARY TERMS USED IN RESERVATION

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• FUTURE STUDIES
• IMPORTANCE AND NEED FOR RECEPTION IN THE FRONT
  OFFICE
• MEANING OF REGISTRATION

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UNIT V
RECEPTION
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SESSION XVI
RECEIVING THE GUEST AT THE FRONT OFFICE

• CHECK IN OR ARRIVAL PROCEDURE
• CHECK OUT OR DEPARTURE PROCEDURE
• ISSUING THE KEY AND ESCORTING THE GUEST TO THE
  ROOM
• ROOMING OF A GUEST

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• ASSIGNMENT NO 16
• CHECK IN AND CHECK OUT PROCEDURE
• ROOMING OF A GUEST

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THANK YOU