CHAPTER I
INTRODUCTION
Front office is the department with the most contact with the guest. Front office is like an assistant to the guest as their assisting the guest from the pre-arrival process until his/her departure (see guest cycle).
This department has it main duty to sale the room. Their duties also are to establish and maintain room revenue and occupancy percentage in a hotel. Their office are more likely located near the lobby, this is to keep the all sections work closely to keep operation running well.
Since every department in the hotel is integrated, the interdepartmental coordination is essentially required. This coordination must be maintained and well organized. That’s way the front office department must maintaining a good coordination with other departments.
FRONT OFFICE FUNCTIONS
In general, the front office department functions are:
- Selling the room and other hotel products
- Taking reservation from any resource of reservation
- Registering the guest
- Provide the information related to the in house (Hotel) information and the general information
- Provide the telephone communication service (the bridging between the hotel and the outside world)
- Provide the concierge services (Bell boy, Door man, etc)
- Conduct the cashier service
- Taking messages
- Provide valet parking service
- Provide shuttle service
- Provide the Occupancy and Revenue report for internal use
- Make a good coordination with other departments
ORGANIZATION CHART
The organization chart is a blueprint of every position (Functional Organization Chart) or every division, department and section (Traditional Organization Chart) in a hotel.
The organization chart is vary depend on the scope of business. In some hotel, we will find that there is one or more positions are not mentioned when in another hotel we will find more positions are available. The scope of hotel business determines the complexity of the organization chart
This means, the position in the company is possible to be deleted according to the hotel’s necessity but the function will remaining still as it could be burden to any position with the most similar function which is obliterated.
PICTURE
FRONT OFFICE DEPARTMENT OF SMALL HOTEL
PICTURE
FRONT OFFICE DEPARTMENT OF MEDIUM HOTEL
PICTURE
FRONT OFFICE DEPARTMENT OF LARGE HOTEL
GUEST CYCLE
Guest cycle is the scheme where we able to observe the guest flow starting from; pre-arrival, arrival, during stay, departure, and post-departure.
The following is the Guest Cycle scheme:
PICTURE
GUEST CYCLE
1. PRE-ARRIVAL
Front Office Sections which related to this process are:
Reservation Section
Telephone Operator Section
Reception Section
The Process:
The telephone operator in first hand will receive any incoming call to the hotel before it being transferred to the reservation section. The reservation section is taking any inquiries to reservation, when the guest uses; email or fax or internet, the reservation section will immediately followed up the information regarding the room inquiries.
Once the data are collected, the reservation section will send a confirmation letter to the guest and filing all reservation data accordingly before they distribute them to all related department concerns of guest arrival.
One day before the guest arrival, the reception at the night shift will prepare all documents related to guest arrival such as: Print the registration form, prepare meal voucher, create a VIP treatment request and distribute them to any related department (If Any). The reception is to ensure that the guest is being assigned to the room as he/she requested before his/her arrival.
Summary:
a. Transfer any room inquiry call to the reservation section (Telephone Operator)
b. Taking any room inquiry from any resources, Reservation data distribution and follow up accordingly (Reservation Section)
c. Room assignment (Reservation Section / Reception Section)
d. Prepare all the necessary documents related to the guest arrival (Reception Section)
2. ARRIVAL
Front Office Sections which related to this process are:
Reception Section
Concierge Section
The Process:
Concierge section will give the first direct contact impression by opening the door, greet the guest and offering help. Guest should directly escort to the reception section to check in (register), the reception is then responsible for registering the guest (with / without reservation) into the hotel. When the guest has officially registered, the reception will hand the guest over to concierge. Then the concierge will do any help for any guest carriages and escort him/her to his/her room.
Summary:
a. Welcoming The guest (Concierge & Reception Section)
b. Register the guest (Reception Section)
c. Escorting the guest to the room (Concierge Section)
3. DURING STAY
Front Office Sections which related to this process are:
Reception Section
Telephone Operator Section
Concierge Section
The Process:
Those three sections are the most closely section t
Summary:
a. Welcoming The guest (Concierge & Reception Section)
b. Register the guest (Reception Section)
c. Escorting the guest to the room (Concierge Section)
4. 4. DEPARTURE
Front Office Sections which related to this process are:
Front Office Cashier Section
Telephone Operator Section
Concierge Section
The Process:
A front office cashier is distributing the Today expected departure list (TEAL) to all departments concern. The operator made a call courtesy to each room listed on the TEAL before the hotel’s check out time regulation. This call is made to; find out the guest comments during his/her stay, to re-confirm his/her check out date, and to remind the guest about the hotel check out time regulation. This call is also made to offering the concierge service to the guest. The telephone operator will notified the concierge section when the assistance is needed by guest.
Once the guest arrives at the front office cashier counter, the front office cashier section will immediately notified all departments related. The front office section will conduct the cashier function according to the hotel regulation. As it happens, the front office cashier will also maintain a good relation with the guest as they offering a further assistance. When the bill has been settled down, the concierge will assisting the guest until they are out from the hotel.
Summary:
a. Call Courtesy (Telephone Operator Section)
b. Conduct Cashier Function (Front Office Cashier)
c. Provide a concierge service (Concierge Section)
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