Topic Wise Notes: Front Office
Please note: The answers provided below, are just for reference. Always consult your college professor if you have any queries.
Q.1. Classify hotels on the basis of following: (a) Location
Down Town Hotels/ City Centre
Motels
Suburban Hotel
Airport Hotels
Resort Hotel
Floating Hotels
Boatels
Rotels
(b) Types of service
Economy/ Limited Service Hotels
Mid- Market Hotels
All- Suite Hotels
First Class or Executive Hotels
Luxury or Deluxe Hotels
(c) Length of stay
Residential Hotels
Semi Residential Hotels
Transient/ Transit Hotels
Resort Hotels
(d) Theme
Heritage hotel
Ecotels
Boutique hotels
Spas
(e) Target market
Commercial Hotel/ Business Hotels
Convention Hotel
Resort Hotels
Suite Hotels
Casino Hotel
OR
Define hotel. Mention different departments of a hotel. Explain essential qualities of Front Office personnel.
As per the Hotel Proprietors Act, 1956, a hotel is an “Establishment held out by the proprietor as offering food, drink and if so required, sleeping accommodation, without a special contract to any traveller presenting himself who appears able and willing to pay a reasonable sum for the services and facilities provided and who is in a fit state to be received.” As a result of this definition establishments such as Hospitals, Hostels, Apartments and Prisons, although provide accommodation to people yet do not come under Hotels.
The major four departments of hotels are:
Housekeeping Department
Food and Beverage Service Department
Food Production or Kitchen Department
Front Office Department
To be successful in any human relationship you must reflect these characteristics: –
A warm personality, and smart appearances.
A keen interest in people, and polite and courteous nature
Poise under pressure, keeping his cool and problem solver.
A desire to be helpful, but also diplomatic and tactful.
The ability to listen, hard-working, and punctual.
A willingness to reflect management policy should be able to make quick decisions, The ability to get along with co-workers, and a pleasant approach and a good motivator and coordinator.
A desire to be liked, with good public relation qualities.
The ability to help another employee without resenting it or showing imitation. You should be confident, analytical, intelligent and a good salesman.
Neat personal habits.
Good memory (should be able to remember names of regular guests)
Knowledge of languages.
Numerical ability.
Reference point.
Image Builder.
Q.2. Define Tourism. List and explain in brief factors that promote tourism.
Tourism is an activity that is very generic in nature and as such has no standard definition. Many people and many organizations have defined tourism in various ways. Some of the common yet important definitions can be found below.
1) Tourism is defined as “the inter-relationships arising from the interaction of a) tourists, b) the suppliers, c) the government of the host destination and d) the residents of the host area destination, in the process of affecting and catering to tourists”.
2) Tourism as a product can be defined as “An amalgam of three main components a) Attractions of the destination b) The facilities of destination and c) The accessibility of it”
3) One of the early definitions given in 1910 by an Austrian economist, ‘HERMAN SCHULLARD’ is “Tourism is the sum total of operators, mainly of an economic nature, which directly relates to entry, stay and movement of foreigners inside and outside of a certain, country, city or region”.
Importance of Tourism
1. Economic Progress
The tourism industry aids and supports foreign exchange reserves. It benefits our country in generating foreign currency. Every year a large number of tourists visit India and other places. They visit places; stay and shop in our country. All this contributes to a significant amount of foreign currency generation. Despite the global recession, Indian tourism grew 6.9 % to approximately $42 billion in the year 2010.
2. Source of Income
Tourism is a continual source of income for public & private income. The government charges various forms of tax that is called government revenue. The income generated through these taxes is the public income. The profit earned by a seller, by selling items like local artifacts, handicraft items, etc, to the tourists is called private income. Tourism also helps in employment generation. It created jobs specifically in the hotel industry, hospitality industry, service sector, entertainment, and transportation industry.
3. Development of Infrastructure
Have you ever noticed how the look and status of a place change when it is declared a tourist place? Actually, tourism aids and encourages infrastructure development by making way for dams, roads, connectivity, airport improvements, and any other activity that helps a tourist in visiting a place in a much better way!
4. Societal Progress
Tourism is a wonderful method for cultural exchange. It also encourages societal progress as tourists learn to show respect, tolerance, and love for each other when they visit new places.
5. Cultural Heritage
Tourism helps explain the beauty, art, history, and culture of our country. Different people visiting any country take beautiful cultural concepts along with them and spread those concepts to others while visiting other places in the world. Similarly, the local skills, languages, and art get wide exposure through tourism. For example, Chokhi Dhani in Jaipur.
6. Educational Significance of Tourism
Tourism has been of great importance for education always. Study tours, short time courses, educational exchange programs, all these are a part and parcel of International Tourism resulting in better knowledge about host countries. Even sports exchange programs can be considered under this.
7. Tourism and Environment
Tourism also has spillover benefits such as preservation of environment which covers up an area of historical sites and cultural values. PATA (Pacific Asia Travel Association) and WTO (World Tourism Organization) have laid down laws for its preservation and conservation. India has given a new lease of life to endangered species of animals by making laws on forbidding the hunting of lions, deers, peacock, and many other birds and animals. India has also set up a separate ministry of environment and forests to monitor the use of land from the environment point of view.
OR List the different sections of front office and briefly explain the activities of each section.
Function areas under The Front Office Organization
Reception/Registration Section
This section is located in the lobby. It also allocates the room and established the rates for different types of guests. The person of the section is called Receptionist. GSA (Guest Service Officer) has direct contact guests. The functions of this section are:-
Warmly received all arrival guests.
Complete registration formalities and perform guest check-in. Perform pre-registration formalities for a group, VIPs, and disable guests.
Co-ordinate closely with the house-keeping department for clearance of department room, room change, and UR (Under Repaired) rooms.
Issue VIP amenities voucher to the food and beverage service.
Co-ordinate closely with the bell desk for luggage handling and room keys.
Information
It is located at a front desk and responsible for handling mail and messages with room keys. It also provides information regarding outside and inside of the hotel’s rules and regulations, facilities, services. It also handles the e-mail, fax, xerox machine, cable through the business center.
Cashier
It is also located at the front desk and handle by the front cashier. The main functions of a cashier are as follows:-
The secure payment from the guest’s arrival.
To change foreign currency as per rules and regulation of the hotel,
To manage the safety deposit locker.
To settle the guest accounts while check-out.
To balance cash at the close of shift.
To complete the guest check-out procedure.
Reservation
The term reservation means booking in advance. It basically blocks/reserve the room as per the requestor specifies data. The main functions are as follows:-
Handle all cancellations and revisit as a reservation made by the guest from different sources and modes.
Keep out reservation correspondence complete and systematic.
Process and confirm the reservation request.
Forecast future room reservation status.
Update the room availability chart.
Telephone Section
This section is handled by telephone operators and it is located at the back of the office. Its main function is to handle incoming and outgoing calls. It is also responsible for managing wake up calls as requested by the guest and preparation of telephone bills made by guests and staff.
Lobby
It is an area which is located at the entrance of a hotel building with a sitting arrangement for guest’s visitors to meet and wait. It is synonymous with the word “Foyer” which means a wide passage or large hall just inside the entrance of a public building. The dimension and design of this area rely upon the size and design of the building. Basically lobby area must be furnished with all the necessary things. Example:- Lobby desk, Bell desk, GRE/GRO, Reception desk, Cash counter, Restroom, Business center, Safety lockers, etc
Bell Desk
It is located at either side of the lobby entrance headed by the bell captain and followed by bell boys. This desk is responsible for handling the guest luggage during arrival and departure. The bell desk section also handles the paying, deliver guest mail and messages to the concerned guest room.
Business Center
The person who handles the business center is known as Business Centre attended and the main function of this section is to provide communication facilities and services like STD, ISD, E-mail, internet, fax, xerox, etc.
Travel Desk
This section of the front office is responsible for arranging the packages, tickets, etc for the guest as per their request.
Q.3. Differentiate between (any two): (a) Time share and condominium
Timeshare
Time-share hotels are referred to as vacation ownership hotels. The concept is that for a set period which may be one week or more in a year the person gets the right to enjoy the stay and other facilities and services in an apartment are any other type of lodging in a tourist complex. It is like an advanced purchase of time in holiday accommodation. Here the purchaser has to pay a one-time capital sum and then an annual contribution towards the maintenance of the property. The fee usually covers services such as cleaning and maintenance of apartment and public areas, electricity, gas, water, etc. Avalon resorts. Sterling resort, Mahindra holding, etc. are the few time-share hotels in India.
Condominiums
involve joint ownership of a complex. Each owner has the full benefit of a unit and shares the cost that is common to the entire complex such as taxes, maintenance, upkeep of the building, etc. each owner can occupy or sell his unit independently but is obliged under the terms of the contract to contribute towards the pool of common facilities and services. The owner can enjoy recreational exclusive to the complex and the management looks after the unit in the absence of the owner and if permitted by the owner let it out to provide income to him.
(b) Concierge and information desk
Information Desk
Overview: Information Desk deals with all matters related to the arrival/check-in, getting settled, essential information and departure/check-out
Specific role:
The information desk convey any important information, such as what time breakfast is served. If the guests have any questions, such as the hours or location of the gym, it’s the front desk clerk’s job to know the answers Once in their rooms, the guest may call the Information desk with a question or to set up a wake-up call. In most hotels, the Information desk is staffed around the clock, for any specific night shift or additional requests
Concierge
Overview: The concierge’s job is more about helping you enjoy the area you’re visiting and the “during” part of your stay.
Specific role:
If you want to know which restaurants are nearby, the front desk often has menus you can look at. But if you want a recommendation for an elegant, out-of-the-way spot or a cozy Irish pub, you contact the concierge. A concierge is also the one person to help make reservations for you, maybe even getting you in at the last minute when, if you called on your own, you’d be told there were no tables available. Additionally, it can simply help also procure tickets to a show, or serve with a specific request from the area you’re visiting.
(c) Tariff and plan
Tariff
The tariff is the rate or charges offered to the guest by the hotel for the use of different facilities and services, during their stay in the hotel. Commonly tariff is a charge of room rates and other facilities.
Plan
Hotels generally sell their rooms with a combination of room and food, and that’s how they charge. Hotels generally have the following meal plans.
AP : American Plan which means the tariff you have paid includes Room rent, Breakfast, Lunch and Dinner.
MAP: Modified American Plan which means the tariff you have pain includes Room rent, Breakfast and either Lunch or Dinner
CP : Continental plan which includes your Room Rent and Complimentary Breakfast. This plan is supposed include a Continental Breakfast, but nowadays they use the term breakfast.
EP: European plan which includes only the room rent and no meals.
Bermuda Plan : This plan consists of room rent and an American Breakfast.
Q.4. Draw a neat labelled diagram of 5-star hotel lobby.
Q.5. Explain the duties and responsibilities of Front Office Manager of a 5-star hotel
Directs and coordinates the activities of the front office department. which includes room reservations, guest room assignments, mail, and information.
Reports to the management ‘(either manager or executive assistant WW) and is, wholly responsible to him for the daily functions of the front office.
Maintains and/or develops applicable operation procedures involving both convention and non-convention reservations, controlling of open and closed dates, availability and condition of rooms and suites, guest arrival patterns, control of keys, receipt, and flow of mail and messages to ensure efficient methods and liaison between department sections and shifts.
Must understand the functions of, and be able to cooperate with closely related departments such as front office cashiers, assistant manager. credit, sales, housekeeping, service, and inter-hotel reservations.
Meets with executive management and supervisors from these and other departments at regular intervals to plan and coordinate hotel housing activity.
Works closely with various convention group secretaries to aid their planning of arrival and guest housing.
Meets with individual guests or convention group representatives on problems of room assignment, price, and location.
Prepares reports to the management and other supervision relative to anticipated rooms occupancy, reservation pattern, expected check-in, and out.
Responsible, along with the personnel department, for the employment and training of staff.
Aids and promotes in carrying out hotel-employee relation policies such as courtesy program, work performance records, vacations, etc.
Q.6. I. Give the French for (any five):
(a) Wednesday: Mercredi (b) April: avril (c) Nine: neuf (d) Summer: été (e) Night: nuit (f) November: novembre (g) Tuesday: Mardi
II. Explain message handling procedure in a star hotel
Q.7. List different types of hotel rooms available in star hotels and briefly describe them
1. Adjoining Room: An adjoining room shares a wall with another hotel room and is connected by a door.
2. Adjacent room: An adjacent room is very close to another room but does not share a common wall with it.
3. Cabana: A cabana is suited away from the main hotel building, in the vicinity of a swimming pool or sea beach. It does not have beds and is generally used as a changing room and not as a bedroom.
4. Duplex: A duplex comprises two-room situated on different floors, which are connected by an internal staircase. The suite is generally used by a business guest who wishes to use the lower level as an office and meeting place and the upper-level room as a bedroom. This type of room is quite expensive.
5. Double Room: A double room has one double bed for double occupancy. The size of a double bed is 4.5feet to 6 feet.
6. Double-Double Room: A double-double room has two double beds and is normally preferred by a family or group as it can accommodate four persons together.
7. Efficiency Room: An efficiency room has an attached kitchenette for guests preferring a longer duration of stay. Generally, this type of room is found in holidays and health resorts where the guest stays for a longer time.
8. Hollywood Twin Room: It has 2 single beds with a common headboard. This type of room is generally occupied by two guests.
9. Hospitality Rooms: A hospitality room is designed for hotel guests who would want to entertain their own guests outside their allotted rooms. Such rooms are generally charged on an hourly basis.
10. Interconnecting Rooms: Interconnected rooms have a common wall and a door that connects the two rooms. This allows the guest to access any of the two rooms without passing through a public area. This type of room is a deal for families and crew members.
11. King Room: A king room has a king-size bed. The size of the bed is 6 feet by 6 feet.
12. Lanai: A lanai has a veranda or roofed patio, and is often furnished and used as a living room. It has a view of a garden, sea beach or waterfall.
13. Murphy Bedded Room: Murphy bedded room is a room where the bed is hinged at the base of the headboard and swing up into the wall for storage. During the day room can be used in a sitting /living room and at night the bed can be laid for the guest to sleep.
14. Parlor: A parlor has a living room without bed and may have a sofa and chain for sittings. It is generally not used as a bedroom. European term for this is Salon.\
15. Penthouse: A penthouse is generally located on the topmost floor of the hotel and has an attached open terrace or open sky space. It has very opulent decor and furnishings and is among the costliest rooms in the hotels, preferred by celebrities and major political personalities.
16. Quad: A quad room has four separate single beds and can accommodate four persons together in the same room.
17. Queen room: A queen room has a queen-size bed. The size of the bed is 5 feet by 6 feet.
18. Studio: A studio room is a small apartment which combines living room, bedroom, and kitchenette into a single room.
19. Suite: A suite comprises more than one room, occasionally, it can also be a single large room with clearly defined sleeping and sitting areas. The decor of such units is of very high standards, aimed to please the affluent guest who can afford the high tariffs of the room category.
20. Single room: A single room has one single bed for single occupancy. The size of the bed is normally 3 feet by 6feet.
21. Twin Room: A twin room has two single beds for double occupancy.
22. Triple: A triple room has three separate single beds and can be occupied by three guests. This type of room is suitable for groups and delegates of meetings and conferences.
Q.8. Explain the functions of Bell desk.
The senior bell captain is the in-charge of the bell desk and along with his staff performs various duties from here. The various functions performed from here are as follows.
1. Luggage handling
Luggage handling of the guest is done on various occasions such as arrival, during stay (change of room), and at the time of departure. At the time of arrival when the luggage of the guest is moved from car/taxi to the lobby and further to the allotted room, the activity is called “up bell activity”. When the luggage of the guest is moved from room to lobby and further to the car/taxi at the time of departure the activity is called “down bell activity”. The baggage is collected from the room upon request. A left luggage register is maintained in this case and an entry is made in this book. A baggage ticket (which has two parts) is used. One part is attached to the luggage and the counterfoil is given to the guest. This portion details the hotel’s liability exemption clause. When the guest comes to collect his luggage he has to produce his portion of the baggage ticket. The luggage storeroom must be secure at all times.
2. Paging
Apart from luggage handling the bell desk is also responsible for paging a guest. The paging is a system of locating the guest in the hotel. Many times the in-house guest expects a phone call or a visitor but decides not to wait in the room, and might decide to go to public areas such as a bar, restaurant. swimming pool, lobby or lounge, etc. of the hotel or may go out of the hotel. In such cases, the hotel requests the guest to tell about his whereabouts through a location form. This proforma may be kept in the stationary folds in the room as well as at the information section of the counter. Usually, it is mm in by the guest but many times it may be filled in by the hotel staff on the instructions of the guest The completed location form is kept in the key and mail racks. This information is sent to the telephone department also (the guest may directly inform or the front desk may do so). The purpose of the form is to earmark the area of paging and save time. In the case of a computer system, the information is recorded on the computer instead of the location forms.
3. Mail and Message Handling
The bell desk’s function is also to handle and distribute mail and message received by the front desk in the absence of the guests to their respective rooms. Also distribution or newspaper and magazines etc. to various rooms and the areas of the hotel and keeping a record of the same is done by the bell desk.
4. Delivery of Newspapers
As per the hotel policy, all hotel guests receive a copy of a local newspaper each morning. The bellboys in the night shift are responsible for delivering the newspapers to all occupied rooms. The bell captain obtains the room verification report (providing information on all rooms presently occupied). The bellboy then marks the room numbers for each newspaper. The bellboy also inserts the daily newsletters in each paper provided by the public relations office the previous evening. The bellboy then distributes the newspapers. The record of numbers of newspapers received on a daily basis is maintained by the night shift bell captain.
5. Collection of Room Keys at Departure
Another very important function of the bell desk is the collection of room keys from a checkout guest and depositing the same at the information desk.
6. Miscellaneous Jobs
Miscellaneous jobs such as postage stamps handling, taking care of outgoing mail of the guest, carrying out outside errands for the guest and hotel such as buying of cinema tickets, moving of files and documents, etc. for the guest as well as going to banks, post office and FRRO police station for delivering of ‘C forms’ etc., confirming of railways/bus reservation, etc. are done by the bell desk. Bellboy shall do the outside jobs only on the instructions of hell captain. A service call slip will be prepared. Also, an entry in the logbook will be made and an entry in the bell captain’s control sheet, which is meant to control the movement of bellboys will be made. Finally when the bellboy will return an entry will be made in the service call slip and bell captain’s control sheet and will be signed by bell captain. In most hotels these days the bell desk is also responsible for car parking areas and control of revenue generated from the car parking area. At times when there is a room discrepancy, the bell desk staff helps the lobby manager in checking and sorting out of the status of the hotel.
7. Wake Call
In some hotels, the wake-up call to groups and crews is coordinated by the bell desk. In such cases, it is the responsibility of the bell captain on duty in the morning shift to prepare the wake call sheets of all the groups and crews in-house.
Q.9. Write short notes (any four):
(a) Supplementary accommodation
It consists of all types of accommodations other than the convention type, it may be described as premises that provide accommodation but not the other services which are provided by the hotels. The main distinctive features of supplementary accommodations are:
Standard of comfort is modest as compared to that of a hotel,
They can sell accommodation at a very low price,
There are an informal atmosphere and freedom regarding dress code.
Supplementary accommodation plays a very important role in the total available tourist accommodation in a country; it caters to both the international and domestic tourist traffic.
Types of supplementary accommodations are:
Dharamshalas or sarai,
Dak bungalows,
Youth hostel,
Dormitories,
Sanatoria,
Paying guest accommodation,
Tourist bungalow etc.
(b) Franchise
The concept of franchising was developed in 1960 in the USA. A system in which the franchisee owner grants another the privilege to use his name in exchange for a franchising fee and also assist him in managing the hotel. The hotel company called Franchisor agrees to grant the right to franchise to conduct the business according to the standards established by the company. The most successful franchiser is the Holiday Inn Company. Franchising must be looked at as a 2-way benefit scheme. The franchiser provides certain services and provides certain rights to the franchisee.
Franchiser services are based at 3 levels:
i) Methods and systems – Proven methods of work are given to the franchisee in the form of operating manuals; at the same time, the franchiser also makes arrangements for the providing of training to the staff of the franchisee.
ii) Technical Services – Provides technical services in the various stages, it helps in obtaining financial assistance, helps in the creation of capital budgets and also in procuring consumables – crockery, cutlery, glassware and linen, etc
iii) Marketing – Marketing techniques, name of the franchiser and its goodwill, logo, sign, reservation systems, reservation system ownership, and more important partnership.
(c) Paging
Apart from luggage handling the bell desk is also responsible for paging a guest. The paging is a system of locating the guest in the hotel. Many times the in-house guest expects a phone call or a visitor but decides not to wait in the room, and might decide to go to public areas such as a bar, restaurant. swimming pool, lobby or lounge, etc. of the hotel or may go out of the hotel. In such cases, the hotel requests the guest to tell about his whereabouts through a location form. This proforma may be kept in the stationary folds in the room as well as at the information section of the counter. Usually, it is mm in by the guest but many times it may be filled in by the hotel staff on the instructions of the guest The completed location form is kept in the key and mail racks. This information is sent to the telephone department also (the guest may directly inform or the front desk may do so). The purpose of the form is to earmark the area of paging and save time. In the case of a computer system, the information is recorded on the computer instead of the location forms.
(d) Time share hotels
Time-share hotels are referred to as vacation ownership hotels. The concept is that for a set period which may be one week or more in a year the person gets the right to enjoy the stay and other facilities and services in an apartment are any other type of lodging in a tourist complex. It is like an advanced purchase of time in holiday accommodation. Here the purchaser has to pay a one-time capital sum and then an annual contribution towards the maintenance of the property. The fee usually covers services such as cleaning and maintenance of apartment and public areas, electricity, gas, water, etc. Avalon resorts. Sterling resort, Mahindra holding, etc. are the few time-share hotels in India.
(e) Left luggage
At times guest finds it inconvenient and expensive to carry their luggage to a place where they are going for a few days. Guest is expected to check out by check out time (12 noon) even if their fight is in the evening and they find it too expensive to retain the room for an extra day just to keep the luggage. Most hotels offer the left luggage room facility free of cost but some hotels do charge for it. The left luggage facility may also bring back the guest to stay in your hotel on his next visit. The procedure for receiving luggage is as such:
Before accepting the luggage, it is checked whether the guest has settled his bill or not.
Check the baggage of the guest if it is properly locked or not. In case the baggage is damaged then the guest must be informed and note for the same must be made in the receipt. Scanty Baggage Procedure Luggage stickers should be pasted on all luggage pieces. A proper receipt must be made, signed by both guest and bell captain, and handed over to the guest. Enter the details in the left luggage register with the expected date the luggage will be picked up by the guest. Keep the luggage in the left luggage room under lock and key. When the guest comes to pick up his luggage pieces from the left luggage room then the following procedure is carried out. The guest is requested to give the receipt.
In case the guest has lost the receipts then the guest is requested to sign in the left luggage register.
Check the receipt and bring out his luggage pieces from the left luggage room. Make an entry in the left luggage register entering the date luggage pieces delivered.
Q.10. A Write the full form of following terms (any five):
(a) DNCO: Did Not Check Out
(b) CVGR: Company volume guaranteed rate
(c) FHRAI: Federation of Hotel Restaurant Associations of India
(d) HRACC: Hotel Restaurant Approval Classification Committee
(e) OOO: Out Of Order
(f) IRCTC: Indian Railway Catering and Tourism Corporation
(g) FIT: Free Individual Traveller
B State True or False:
(i) In Hotel’s most visible section is housekeeping. True (ii) Bell boys are part of uniform staff. True (iii) Rooms are not a perishable product. False (iv) Front office is a part of room division. True (v) Small hotels in Switzerland are called suites. False
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