Carrying Out Front Office Operations, module 3

TOURISM

HOTEL AND RESTAURANT GENERAL SERVICE PROVIDER NCII

CARRY OUT FRONT OFFICE OPERATIONS

Module 3

CARRYING OUT
FRONT OFFICE
OPERATIONS

LEARNER’S GUIDE
Code No. CARRY OUT Date Developed Date Revised Page
JUNE 2004 JAN. 3, 2006
FRONT OFFICE OPERATION

HOW TO USE THIS
COMPETENCY BASED LEARNING MATERIALS (CBLM)

Welcome to the Module in Carrying Out Front Office Operation. This module
contains training materials and activities for you to complete.

The unit of competency “Carry Out Front Office Operation” contains knowledge,
skills and attitudes required for Hotel and Restaurant General Service Provider. It is one
of the specialized modules at National Certificate level (NCII).

You are required to go through a series of learning activities in order to complete each
learning outcome of the module. In each learning outcome are Information Sheets and
Resources Sheets (Reference Materials for further reading to help you better understand
the required activities.) Follow these activities on your own and answer the self-check at the
end of each leaning outcome. You may remove a blank answer sheet at the end of each
module (or get one from your facilitator/trainer) to write your answers for each self-check. If
you have questions, don’t hesitate to ask your facilitator for assistance.

Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills covered in this learner’s
guide because you have:

• been working for some time
• already completed training in this area.

If you can demonstrate to your trainer that you are competent in a particular skill or
skills, talk to him/her about having them formally recognized so you don’t have to do the same
training again. If you have a qualification or Certificate of Competency from previous
training, show it to your trainer. If the skills you acquired are still current and relevant to the
unit/s of competency they may become part of the evidence you can present for RPL. If you
are not sure about the currency of your skills, discuss this with your trainer.

At the end of this module is a Learner’s Diary. Use this diary to record important
dates, jobs undertaken and other workplace events that will assist you in providing further
details to your trainer or assessor. A Record of Achievement is also provided for your
trainer to complete once you complete the module.

This module was prepared to help you achieve the required competency, in
Carrying Out Front Office Operations. This will be the source of information for you to ac-
quire knowledge and skills into his particular trade independently and at your own pace, with
minimum supervision or help from your instructor.

• Talk to your trainer and agree on how you will both organize the Training of this unit.
Read through the module carefully. It is divided into sections, which cover all the
skills, and knowledge you need to successfully complete this module.

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• Work through all the information and complete the activities in each section. Read
information sheets and complete the self-check. Suggested references are
included to supplement the materials provided in this module.

• Most probably your trainer will also be your supervisor or manager. He/She is there
to support you and show you the correct way to do things.

• Your trainer will tell you about the important things you need to consider when you
are completing activities and it is important that you listen and take notes.

• You will be given plenty of opportunity to ask questions and practice on the job.
Make sure you practice your new skills during regular work shifts. This way you will
improve both your speed and memory and also your confidence.

• Talk to more experienced workmates and ask for their guidance.

• Use the self-check questions at the end of each section to test your own progress.

• When you are ready, ask your trainer to watch you perform the activities outlined in
this module.

• As you work through the activities, ask for written feedback on your progress. Your
trainer keeps feedback/pre-assessment reports for this reason. When you have
successfully completed each element, ask your trainer to mark on the reports that
you are ready for assessment.

• When you have completed this module (or several modules), and feel confident
that you have had sufficient practice, your trainer will arrange an appointment with
registered assessor to assess you. The results of your assessment will be
recorded in your Competency Achievement Record.

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Program Content

Modular Unit GENERAL SERVICES
Module 1 PROVIDER
Module 2
Module 3 Providing Bell Services
Module 4
Module 5 Clean Comon Areas in Hotel/
Module 6 Resort and Restaurants

Carry Out Front Office
Operations

Cleaning and Preparing
Guest Rooms

Managing and Controlling
Room Reservation

Planning & Monitoring
Housekeeping Services

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SECTOR : TOURISM
QUALIFICATION :
HOTEL AND RESTAURANT GENERAL SERVICE
UNIT OF COMPETENCY :
PROVIDER NCII
MODULE : Carry Out Front Office Operation
Carrying Out Front Office Operation

INTRODUCTION:

This module covers the checking of guests, handling inquiries/complaints, checking
out of guests, preparing and maintaining records and reports.

LEARNING OUTCOMES:

1. Perform the standard ways in updating guests folio, room status and reservation.
2. Perform the standard procedures for checking-in of guests.
3. Perform standard procedures in handling guests.
4. Perform Correct Procedure for Checking Out Guests
5. Prepare and Maintain Records and Reports

Assessment Criteria

1. Computer records on guest folio, room status and reservations are checked
according to industry standards.

2. Inventory of available FO forms are conducted according to standard procedure.
3. Room status are checked and coordinated with the Housekeeping Department

according to standard policy and procedures.
4. Expected guest arrival and departures records are maintained and updated

according to industry standard.
5. Room status are accurately checked according to standard operating procedure.
6. Standard welcoming (greeting) statement are performed/observed according to

standard operation procedure.
7. Checking-in procedure of guests are performed properly.
8. Checklist of FO activities to ensure standard policy are followed.
9. Policy and procedure in handling guest services are demonstrated.
10. Checklist order in which to walk guest are checked according to set standard.
11. Standard procedure in responding guest confidential status are explained.
12. Guest complaints are handled and relayed to concerned department.
13. Correct procedure in checking out guest are demonstrated.
14. Proper handling of check out forms are observed.
15. Attends other guest needs are well performed.
16. Front Office records and reports are identified.
17. Front Office records and reports are properly filed up.
18. Front Office records and reports are maintained and updated.

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Qualification : Hotel and Restaurant General Service Provider NCII

Unit of Competency : Carry Out Front Office Operation

Module : Carrying Out Front Office Operation

Learning Outcome #1 : Perform the standard ways in updating guests folio,
room status and reservation.

Assessment Criteria:

1. Computer records on guest folio, room status and reservations are checked
according to industry standards.

2. Inventory of available FO forms are conducted according to standard procedure.
3. Room status are checked and coordinated with the Housekeeping Department

according to standard policy and procedures.
4. Expected guest arrival and departures records are maintained and updated

according to industry standard.
5. Room status are accurately checked according to standard operating procedure.

Resources: Tools, Supplies & Materials

Equipment & Facilities 1. Guest Folio
2. FO Forms
1. Workshop/Laboratory 3. Reference Manual
2. Computer 4. Pen
3. Telephone 5. Clean Stationery
6. CD’s/Tapes

References:

Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT.
Ligourin. HOTELAND MOTEL OPERATIONS.
Maslows, Abraham. MOTIVATION AND PERSONALITY.
Roldan, Amelia S. FRONT OFFICE PROCEDURES AND GUEST RELATIONS.

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Learning Outcome #1: Perform the Standard Way of Updating Guest

Folio, Room Status and Reservations

LEARNING ACTIVITIES SPECIAL INSTRUCTIONS

1. Familiarize with • Information Sheet #1-1:
reservation systems “Reservation Systems and
and procedures Procedures”

2. Learn on how to prevent • Information Sheet #1-2:
common reservation “Preventing Common Reservation
problems Problems”

3. Perform Job Sheet • Job Sheet #1-1:
“Taking and Processing Reservation
4. Complete self-check from Clients”
5. Refer to Model Answer
• Self-Check #1-1

• Answer Key #1-1

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INFORMATION SHEET #1-1

RESERVATION SYSTEMS AND PROCEDURES

The reservations department is often part of the front office. In many hotels, however,
it is regarded as, of actually is, an independent department. In both cases it affects greatly
the smooth running of the front office and the hotel in general. It is usually the second contact,
after the switchboard, a potential guest has with the hotel. It is, therefore, to a certain extent,
up to the reservations personnel to convince the guest to make the reservation.

The reservations section is the sales department of the front office, and thus a profit
center for the department and the whole hotel. Furthermore, it affects the whole department
in the sense that reservations determine occupancy levels, which then determine personnel
levels and the rostering patterns of the front office and other hotel departments.

A. Reservation Procedures

The reservation procedures usually begins with an inquiry by a potential guest
about room availability on a specific day and for a specific period. The inquiry, by the guest,
can be communicated to the hotel in a variety of ways. The most common method is, of
course, the telephone. Such inquiry may, however, be made by facsimile, or in person, and
increasingly, in the case of many international hotel chains, over the internet.

International hotel companies have central reservations offices and systems (CROs
or CRSs) that have on-line computer access to every hotel in the chain, and can thus rapidly
check for room availability and make the actual reservation. This means that a person in
the UK can call the (usually free) telephone number of the CRO and make an inquiry about
hotel room availability in the US, or anywhere else in the world where the chain is
represented.

Reservations agents have three core functions;

1. check room availability on the required date and for the required duration;
2. record the reservation; and
3. retrieve the booking at any time.

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None of this functions are problematic with computerized systems that are fully
integrated with every aspect of the hotel function. Modern software packages allow the res-
ervations agent to perform all three of the above functions. However, small hotels and bed
and breakfast establishments may not be able to afford computerized systems. More im-
portantly, both large and small operations that do run such system must always have a manual
backup procedure.

B. Manual Systems of Reservation

System crashes and power failure do happen and therefore a manual backup
procedure is necessary to ensure the continuation of the smooth running of the hotel.

1. The bedroom book, a book that has a list of the hotel’s room types and numbers
down the side of each page, and next to them space for the guest’s name and other
information. Each day is a different page of the book. This is suitable only for very
small hotels because entering the guest’s name on every night of his stay increases
the amount of writing to be done.

2. The conventional chart, a development of the bedroom book. A conventional chart
lists the hotel’s room types and numbers down the side of each page, and the dates
of the month across the top of the page. The copnventional chart is simple to operate,
and is more efficient than the bedroom book.

3. The density chart is a development of the conventional chart. It is mainly used on
large hotels with standardizes rooms. The receptionist, or the reservationist, does
not reserve a specific room, rather they book one room of the particular type requested
(e.g. single). The actual room allocation is done on the arrival date, or even just upon
arrival.

c. Processing Individual Reservations

When a reservations agent receives a request from a potential guest who is coming
to the hotel as an individual and not part of a group–a free independent traveler (FIT)–
there are a series of steps that should be followed. First, the clerk should get certain neces-
sary information from the caller and write it on a reservation form:

the arrival date

the departure date, or the length of stay

the number and type of room(s)

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Based on this data, the clerk can determine if the property has any
room available. If there is space, the remaining reservation information
can be obtained:

the name of the guest(s)–the clerk must be careful not to transpose the first
and last names

the complete home address

a phone number, including the area code

if the caller represents a business, government agency, etc., its name,
complete address, and telephone number

the number of people in the party and ages of any children–some properties
such as resorts, might also want the children’s names

the expected time of arrival–if the guest plans to arrive before check-in time or
after the reservations cutoff time, the clerk can immediately clarify the property’s
policy

other requirements such as a crib or a particular room location

the name of, and pertinent information (address, telephone number) about,
the person making the reservation, if different from the guest.

any additional information as necessary–e.g., method of transportation, flight
number, etc.

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INFORMATION SHEET #1-2

PREVENTING COMMON RESERVATION PROBLEMS

Several steps during the reservation process are more susceptible top errors than
others. If employees are aware of the common trouble spots and know how to avoid them,
mistakes will be less likely to occur. Some of the errors in both manual and automated
systems are listed here.

1. Mechanical errors are made when completing the reservation form.

Examples:

Reservation clerk records the wrong arrival or departure date,
misspells the guest’s name, or gives a surname for a first name
(e.g.; Rafael Manuel might be Manuel Rafael).

Caller making a reservation for a friend, relative, or business
associate inadvertently gives his or her own name.

Solution:

After recording information obtained from the customer onto the
reservation form, the reservation clerk should repeat it back to the
customer. The hotel should also review the reservation form at least
once a year to make certain it is meeting the needs of the property.
Should anything be changed to make it easier to obtain all the
necessary information? Is there room on the form to record all the
information?
(For example, is there space for a 16-digit credit card number?)

2. The reservation is filed under the wrong date, name, or property (in the case of
a chain).

Solution:

Double check all filing.

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3. Misunderstandings occur due to industry jargon or terms used to describe various
types of accommodations or services.

Examples:

A family with a confirmed reservation arrives 2 hours after the cut
off time and finds that they have no room. They thought a confirmed
reservation was the same as a guaranteed reservation.

Two businesswomen book a double room and expect two double beds
in it; instead their room has one double bed.

A family wishes to have the children in a connecting room but the father
uses the term “adjacent” instead of “connecting” when making the
reservation and, upon arrival, finds that the children are across the hall.

Solution:

Reservations agents should make every effort to understand what the
customer wants and to explain to the customer what various terms mean
in their particular property. After making a reservation for a caller, the
clerk should tell the customer exactly what sort of accommodation has
been reserved as well as other pertinent information the customer needs
to know (such as cutoff time).

4. Errors made by central reservation system clerks.

Examples:

Reservation system clerks for a chain with several properties in one
city occasionally book the customer at the wrong property (e.g., at the
airport hotel rather than a mid-city hotel) or do not clearly explain at
which property the customer has been booked.

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JOB SHEET #1-1

TITLE: ROLE PLAYING - Taking and Processing Reservations from Clients

Purpose: To practice how to take and process reservations from
clients.
Equipment, Tools and Materials: Hotel Reservation Form, Ballpen
Precautions: Accuracy of information is very important to avoid
confusion.

Procedures:
1. Each trainee takes 2 partners, one plays the role of the reservation clerk and the
other that of a potential guest. The 3rd partner is the Reservation Supervisor.
2. The potential guest calls up the hotel for reservation.
3. Role play begins.
4. Supervisor checks on the accuracy of data and other information taken.
5. Swap roles for more practice.

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SELF-CHECK #1-1

Test 1.

1. What is the advantage of computerized reservation system?
___________________________________________________________
___________________________________________________________
___________________________________________________________

2. What are the core functions of the reservation agent?
___________________________________________________________
___________________________________________________________
___________________________________________________________

3. How do you avoid the following common errors in reservation?

a. Wrong data entered
______________________________________________________
______________________________________________________
______________________________________________________

b. Error due to industry jargon
______________________________________________________
______________________________________________________
______________________________________________________

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ANSWER KEY #1-1

Test 1.
1. Computerization offers greater
a. accessibility of clients
b. ease and speed in preparation of reports
c. ease in retrieval of record/bookings

2. a. Check room availability
b. Record the reservation
c. Retrieve the booking anytime

3. a. Wrong entries of data
- always double check the record/file

b. Industry jargon
- always explain the terms and types of reservation to clients

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Qualification : Hotel and Restaurant General Service Provider NCII

Unit of Competency : Carry Out Front Office Operation

Module : Carrying Out Front Office Operation

Learning Outcome #2 : Perform the Correct Procedures for Checking-in
of Guests

Assessment Criteria:

1. Standard welcoming (greeting) statement are performed/observed according to
standard operation procedure.

2. Checking-in procedure of guests are performed properly.
3. Checklist of FO activities to ensure standard policy are followed.

Resources: Tools, Supplies & Materials

Equipment & Facilities 1. Guest Folio
2. Reservation/Cancellation Forms
1. Workshop/Laboratory 3. Key Racks
2. Computer 4. Keying Card
3. Telephone 5. Pen
6. Stationery

References:
Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT.
Ligourin. HOTELAND MOTEL OPERATIONS.
Maslows, Abraham. MOTIVATION AND PERSONALITY.
Roldan, Amelia S. FRONT OFFICE PROCEDURES AND GUEST RELATIONS.

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Learning Outcome #2: Perform the Correct Procedures for

Checking-in of Guests

LEARNING ACTIVITIES SPECIAL INSTRUCTIONS

1. Learn on standard welcome • Information Sheet #2-1:
phraseology “Standard Welcome Gestures
and Phraseology”

2. Familiarize with • Information Sheet #2-2:
checking-in procedures “Checking-in Procedures”

3. Perform Job Sheet • Job Sheet #2-1:
“Checking-In A Guest”

4. Complete self-check • Self-Check #2-1

5. Refer to Model Answer • Answer Key #2-1

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INFORMATION SHEET #2-1

STANDARD WELCOME GESTURES AND PHRASEOLOGY

As you all know, we are in the business of providing quality service to our guests. In a
service industry like the hotel business, people are the product.

To the guests, the quality of the employee determines the quality of their entire hotel
experience. Your regular interaction with your guests allows you the opportunity to protect
the warmth and professionalism that we strive for.

Always be friendly, interested and knowledgeable.

Some of the many things you can do to form a positive impression are:

anticipate guests needs
recognize the guests by name
quickly respond to any special requests
cheerfully greet the guests each day
use a pleasant tone of voice
remember guests special interest
be polite
always wear a clean, well-pressed uniform
always keep your shoes shined
always wear your name tag

To be courteous at all times is also part of our product. Always treat people the way
you like to be treated. Give your full attention to the passengers and listen with patience and
understanding. Remember to use courtesy words and phrases such as:

please
thank you
you are welcome
may I help you please?
thank you for waiting
is there anything more I can do for you?

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Your job involves providing excellent service on a consistent basis. There are five
steps that help produce excellent service. These steps are:

greet guests warmly
make a positive impression
be natural yourself
be enthusiastic
help your guests

Always bear in mind not to burden guests with your troubles or problems. Guests are
staying in hotels to relax.

never express negative opinions
never direct jokes at guests
never argue with guests
never refuse guests a service

Always make the extra efforts to become known by name to your guests.

It is also very important to continue to provide quality service to our guests at the end
of the stay. The last experience a guest has can be the expression that they remember most
vividly and relate to friends and relatives when describing the hotel.

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INFORMATION SHEET #2-2

CHECKING-IN PROCEDURES

A. Check-in Duties
Checking-in a guest is a further important task that front desk personnel have to

undertake. Receptionists have to perform a multiple task, they must be polite, put guests at
ease and make them feel welcome, at the same time efficiently performing the following
duties:

1. checking that the registration details on the registration card are correct
and legible;

2. checking with the guest that the details of the booking are correct;
3. verifying that the guest knows the room rate and what it includes;
4. checking that the room is allocated and ready;
5. checking for messages for the guest or any other special requests; and
6. issuing the room key.

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B. Check-In Procedures

Step What to know What to do What to say
1. Pay attention to

serve guest.

2. Greet guest with “Good (Morning/
courtesy. Afternoon/Evening)
Sir/Mam, welcome to
Mabuhay Hotel. How
can I help you?”

3. Verify guest Registration form. Face the guest,
information then establish eye contact.
register.

4. Ask the guest for Smile sincerely.
payment and
establish the
payment method
as PIA (Paid in
Advance

5. Know your room Room Types:
types and then Suite, Family,
assign the room. Double/Twin, Single

6. Remember to be
careful in giving
service to:

6.1 Discont guests Check company policy if dis-
counts/special rates are given to
government employees, OFWs

6.2 VIP Club “Very Important Person.” This It would do no harm to
club may include dignitaries, treat VIP guests as
government officials, celebrities they are by treating
and/or businessmen. them well.

6.3 Weekend Weekend Package: weekend
Package rates may differ from daily rates
(Mon.-Fri.)

6.4 Frequent Frequent Traveler Program Check if the guest is a “Welcome back, Mr. &
Traveler returnee or a previous Mrs. Santos. It’s nice
Program guest. to see you again.”

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Step What to know What to do What to say
Is there anything you
7. Determine the room Ask the guests if they will be needing in your
needs need extra beddings, room, sir?
pillows and/or towels.
Clearly inform them is Example:
there will be extra “Breakfast will be
charges for it. served at 6:00-7:00
a.m.” Would you like
8. Inform guest of other Hotel amenities and facilities. us to give you a wake
servce up call?”
Example:
9. Explain hotel facility Hotel policies/procedures. “Sir, your room
service. number is 123. Here
is your room key.
10. Offer help. Enjoy your stay.”

11. Room the guest.

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JOB SHEET #2-1

TITLE: ROLE PLAY - Checking-in A Guest

Purpose: To practice how to check-in a guest upon arrival.
Equipment, Tools and Materials: Pen, key, registration form
Precautions: Remember: Smile at all times!

Procedures:

1. Each trainee takes a partner. One plays the role of the receptionist and the other
the hotel guest.

2. Using the standard check-in procedures (see Information Sheet#2-2 of this manual),
both go through the roles they have to play.

3. Switch roles at the end of the role play.

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SELF-CHECK #2-1

Test 1.

1. What are the courtesy words/phrases that receptionists should always use?
a. __________________________________________________________
b. __________________________________________________________
c. __________________________________________________________
d. __________________________________________________________
e. __________________________________________________________

2. What are the check-in duties of the receptionists?
a. __________________________________________________________
b. __________________________________________________________
c. __________________________________________________________
d. __________________________________________________________
e. __________________________________________________________
f. __________________________________________________________

3. What are the 3 major guest services request of the front desk staff?
a. __________________________________________________________
b. __________________________________________________________
c. __________________________________________________________

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ANSWER KEY # 2-1

Test 1.

1. What are the courtesy words/phrases that receptionists should always use?
a. Thank you
b. Please
c. Thank you for waiting
d. Is there anything else I can do?
e. You are welcome

2. What are the check-in duties of the receptionists?
a. checking that the registration details on the registration card are correct
and legible;
b. checking with the guest that the details of the booking are correct;
c. verifying that the guest knows the room rate and what it includes;
d. checking that the room is allocated and ready;
e. checking for messages for the guest or any other special requests; and

f. issuing the room key.

3. What are the 3 major guest services request of the front desk staff?
a. Check-in
b. Service during the stay
c. Check-out

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Qualification : Hotel and Restaurant General Service Provider NCII

Unit of Competency : Carry Out Front Office Operation

Module : Carrying Out Front Office Operation

Learning Outcome #3 : Perform the Correct Procedures in Handling Guest
Services

Assessment Criteria:

1. Policy and procedure in handling guest services are demonstrated.
2. Checklist order in which to walk guest are checked according to set standard.
3. Standard procedure in responding guest confidential status are explained.
4. Guest complaints are handled and relayed to concerned department.

Resources: Tools, Supplies & Materials

Equipment & Facilities 1. Tapes
2. Brochures
1. Workshop/Laboratory 3. Manuals
2. Computer 4. Registration Form
3. Telephone 5. Housekeeping Form
6. Cancellation Form

References:
Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT.
Ligourin. HOTELAND MOTEL OPERATIONS.
Maslows, Abraham. MOTIVATION AND PERSONALITY.
Roldan, Amelia S. FRONT OFFICE PROCEDURES AND GUEST RELATIONS.

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Learning Outcome #3: Perform the Correct Procedure in

Handling Guest Services

LEARNING ACTIVITIES SPECIAL INSTRUCTIONS

1. Familiarize with • Information Sheet #3-1:
standard procedures in “Responding to Unexpected
handling guests Situations”

2. Learn on front office • Information Sheet #3-2:
activities and house rules “Procedures in Handling
Guest Complaints”
3. Perform Job Sheet
• Information Sheet #3-3:
4. Complete self-check “Front Office Activities and
5. Refer to Model Answer and House Rules”

• Job Sheet #3-1:
“Handling Guest Complaints”

• Self-Check #3-1

• Answer Key #3-1

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INFORMATION SHEET #3-1

RESPONDING TO UNEXPECTED SITUATIONS

SITUATION WHAT TO DO

1. Busy Situation Acknowledge guest presence
When you are attending Stay clam
to a guest and two or more If anticipating a delay, get the help/
guests are waiting seek assistance

2. Tracking Missing Reservation Check spelling
When the guest’s name is not Ask for confirmation number
on the Reservation list Check under future dates/no shows
Check company or group
Correct the property

3. Resolving Credit Problems Request alternative form of payment
When the credit card has been Offer assistance
rejected or has insufficient fund Move guest away from other guest.
Discuss the matter out of the earshot
of others.
Treat the guest with courtesy.
Don’t refer to the card as worthless.

4. Handling Non-Guaranteed Apologize for the inconvenience
Reservation Explain the hotel policy
When the guest has made a Offer assistance
reservation but failed to Encourage the guest to return
confirm it.

5. Walking a Guest to Other Be prepared
Accommodations Check from availability
When the hotel is fully booked Explain transportation/lodging options
and the guest cannot be Be calm
accommodated. Reassure the guests
An example is when there is a Offer options to return
“walk-in” guest (no reservations)
who cannot be accommodated

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INFORMATION SHEET #3-2

PROCEDURES IN HANDLING GUEST COMPLAINTS

Handling Complaints

It’s never easy to talk with an angry or critical guest. After all, no one likes to listen the
hostility or criticism. We tend to take the guest’s remarks personally and feel that we have to
defend ourselves or the company. Unfortunately, this approach almost never works. Instead,
it just increases the guest’s anger, hostility, and resentment.

The guest is not always right. It is our responsibility to make the guests feel like they
are always right.

You’ll find that many guests are easier to deal with if you teat them as if they are right.

When the guest is angry or critical, the most effective technique is to apologize.

Be sorry, apologize effectively to the guests you’ll find to be able to handle the most
difficult situations.

When you handle complaints, keep these important points in mind:

Technique Action
Let the guest blow off steam.
Be objective. Listen without interrupting.

Show that you understand the Do not get defensive
situation. (guest are mad at situation not at you.
Ask open questions to make sure
you fully understood. Use feeling words, such as
Find out what guests wants you to do. “I understand.”

Inform your Supervisor. “When, where, who, what, which how.”

Follow up to make sure the guest Report immediately to your supervisor
is satisfied. who will take appropriate action.

Call, beep or communicate to your
Supervisor

Check that the problem is solved
and then go and speak with the guest.

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INFORMATION SHEET #3-3

FRONT OFFICE ACTIVITIES AND HOUSE RULES

A. Importance of Front Office

The Front Office is the center of the hotel service, upon the guest arrival to check-in
to check-out. It is where the first and last impressions of guests are made. You should be
able to manage the guest experience from beginning to the end in order to achieve customer
satisfaction.

1. Skills of Front Office Staff

If you work in the Front Office, you must work with:

a. Right attitude towards guests
b. Knowledge of the job
c. Skills in doing the task assigned
d. Familiarization procedures and systems of the hotel

2. Guest Services

Serving guests is a 3-phased process that Front Desk staff are expected to perform.

a. Check-in
b. Service during the stay
c. Check-out

B. Front Office Structure

A hotel’s size and objectives determine the organizational structure of the front office.
It is usual for different hotels of the same hotel chain to have different front office
organizational structure. There are, nevertheless, certain functions that every front office
must carry out, whether the hotel is large or small, resort or business, five start or bed and
breakfast. In larger hotels, though, it is easier to separate some of the jobs performed by
front office personnel and thus create some specialization. Table 2.3.1 shows the typical
organizational structure of a large five star hotel’s front office.

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Table 2.3.1. Front Office Structure

Front Office Manager

Assistant Front Office Manager

Reservations Reception Night Audit Head Concierge
Manager Manager Manager

Reservations Shift Leader Night Auditors Porters
Personnel Receptionists

The Front Office Manager is responsible for the front office department. The position
of Front Office Assistant Manager is often found in large properties. In contrast, smaller
properties do without any separate management position and assign managerial duties to a
senior shift leader or a reception manager. As previously mentioned, different hotels often
have different front office organizational structures.

C. Front Office House Rules and Tasks

Table 2.3.2. The Front Office Tasks

Guest Action Front Office Task
Reservation
Check room availability on the required date and for the
Arrival and Registration required duration.
Check-out Record the booking.
Retrieve the booking information before arrival.

Check booking details and registration.
Allocate room(s) and issue key(s).

Check and present bill.
Receive payment.

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The importance of teamwork in the front office operations cannot be overempha-
sized.

The one characteristic that commonly shapes successful front office
department is the presence of a culture in which teamwork thrives. It is only through
teamwork that a front office will achieve the goals set by its mission statement. Furthermore,
it is only by working together, as a team, that the department members will both start and
continue to work successfully through busy times very busy times and not so busy times. It is
also very important that all front office personnel maintain a positive working relationship with
all other hotel department. A hotel functions through a team effort, not through independently
acting departments.

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JOB SHEET #3-1

TITLE: SCENARIO ACTING - Handling Guest Complaints

Purpose: To enable trainees to handle guest complaints/
Equipment, Tools and Materials: Notebook pen
Precautions: Always remember, “Don’t be defensive!”

Procedures:

1. Get a partner. One takes the role of the receptionist, the other the irate guest
complainant.

2. Refer to page 35 of this module. Act out the scenario.

3. Swap roles.

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SELF-CHECK #3-1

Test 1.

Given the following unexpected situations, write down the most appropriate things to
do to properly respond to the situation.

1. When two or more guests need your attention.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

2. Missing reservation
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

3. Credit card problems
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

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ANSWER KEY #3-1

1. When two or more guests need your attention.
a. Acknowledge guest presence
b. Stay calm
c. If anticipating a delay, get the help/seek assistance

2. Missing reservation
a. Check spelling
b. Ask for confirmation number
c. Check under future dates/no shows
d. Check company or group
e. Correct the property

3. Credit card problems
a. Request alternative form of payment rejected or has insufficient fund
b. Offer assistance
c. Move guest away from other guest. Discuss the matter out of the earshot
of others.
d. Treat the guest with courtesy. Don’t refer to the card as worthless.

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Qualification : Hotel and Restaurant General Service Provider NCII

Unit of Competency : Carry Out Front Office Operation

Module : Carrying Out Front Office Operation

Learning Outcome #4 : Perform Correct Procedure for Checking out Guests

Assessment Criteria:

1. Correct procedure in checking out guest are demonstrated.
2. Proper handling of check out forms are observed.
3. Attends other guest needs are well-performed.

Resources: Tools, Supplies & Materials

Equipment & Facilities 1. Tapes
2. Brochures
1. Workshop/Laboratory 3. Manuals
2. Computer 4. Registration Form
3. Telephone 5. Housekeeping Form
6. Cancellation Form

References:
Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT.
Ligourin. HOTELAND MOTEL OPERATIONS.
Maslows, Abraham. MOTIVATION AND PERSONALITY.
Roldan, Amelia S. FRONT OFFICE PROCEDURES AND GUEST RELATIONS.

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Learning Outcome #4: Perform the Correct Procedure for

Checking Out Guests

LEARNING ACTIVITIES SPECIAL INSTRUCTIONS

1. Familiarize with • Information Sheet #4-1:
checking-out systems “Checking-out Systems and
and procedures Procedures”

2. Complete self-check • Self-Check #4-1

3. Refer to Model Answer • Answer Key #4-1

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INFORMATION SHEET #4-1

CHECKING-OUT SYSTEMS AND PROCEDURES

A. Standard Check-Out Functions

Check-out is usually the last contact with the hotel that a guest has
on any particular stay. If the guest has this far had a positive experience
it is very important that this remains the case at check-out. If the guest
did not have such an experience whilst staying at the hotel, it is even
more vital to get everything right at the check-out so that the last
experience, often the most memorable, is a good one. The principal
functions of the check-out are therefore to settle the guest’s bill or
accounts, whilst rendering their last experience of the hotel’s
administration a positive one.

B. Handling Guest Accounts

This account was opened at the check-in stage and there are certain principles that
have to be followed regarding guest’s accounts. These are:

1. they must be always up to date and accurate;

2. the postings from different hotel departments must be easily identifiable, and
accompanied with a description on what was consumed. This helps guests to
identify exactly what the transaction is for, and therefore avoids unnecessary
inquiries;

3. cash sales must be separately posted, because through sales transactions
the hotels accountant prepares the cash flow statement for the hotel; and

4. the system of records must be easy to operate and economic in terms of time
and maintenance costs.

Many computerized accounting systems perform these functions. Originally, hotels
used a book called a ledger. This is a manual system that is time consuming and therefore
very few hotels still use it. Most hotels today use computerized systems. With a
computerized system most functions are automated, resulting in both rapid and accurate

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results. Furthermore, control procedures are integrated in these computer packages. These
control procedures include:

1. goods in the form of cost control;

2. accomodation, ensuring that all rooms are charged at the correct daily rate;

3. telephones, guaranteeing that all telephone calls made are allocated so that
the hotel does not lose any revenue;

4. separately recorded cash transactions in order to avoid cash discrepancies;
and

5. bad debts by alerting the front office personnel when guests exceed their credit
limit.

C. Methods of Payment

Methods of payment are another consideration during the check-out. The most
common methods of payment are:

1. cash;
2. credit and debit cards;
3. bank transfers;
4. cheques;
5. vouchers; and
6. bills sent to the company that made the reservation, provided that there is prior

credit agreement between the hotel and the company.

Express check-out is an option that has been developed because of the widespread
use of credit cards for payment. At the check-in stage, or at any other time during the stay, the
guest indicates that they will be settling the bill with a credit card and gives their credit card
imprint to the reception. On departure the guest does not pass by the front office at all. In
some hotels they must pass by the front office to sign the bill with the cashier

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SELF-CHECK #4-1

Test 1.

What are the method of payment for hotel bills?

_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________

Test 2.

What are the standard check out functions?

_________________________________________________________
_________________________________________________________
_________________________________________________________

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ANSWER KEY #4-1

Test 1.
What are the method of payment for hotel bills?
1. Cash
2. Credit Card
3. Bank Transfers
4. Checques
5. Vouchers
6. Company Bills

Test 2.
What are the standard check out functions?
1. Settle Bills/Accounts
2. Create positive first impression of the hotel

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Qualification : Hotel and Restaurant General Service Provider NCII

Unit of Competency : Carry Out Front Office Operation

Module : Carrying Out Front Office Operation

Learning Outcome #5 : Prepare and Maintain Records and Reports

Assessment Criteria:

1. Front Office records and reports are identified.
2. Front Office records and reports are properly filed up.
3. Front Office records are maintained and updated.

Resources: Tools, Supplies & Materials

Equipment & Facilities 1. Tapes
2. Brochures
1. Workshop/Laboratory 3. Manuals
2. Computer 4. Registration Form
3. Telephone 5. Housekeeping Form
6. Cancellation Form

References:
Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING MANAGEMENT.
Ligourin. HOTELAND MOTEL OPERATIONS.
Maslows, Abraham. MOTIVATION AND PERSONALITY.
Roldan, Amelia S. FRONT OFFICE PROCEDURES AND GUEST RELATIONS.

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Learning Outcome #5: Prepare and Maintain Records and Reports

LEARNING ACTIVITIES SPECIAL INSTRUCTIONS

1. Learn to keep hotel • Information Sheet #5-1:
records of guests “Hotel Records and Reservation
Forms”
2. Familiarize with standard
hotel forms • Information Sheet #5-2:
“Standard Hotel Forms and
3. Job Sheet Reports”

4. Complete self-check • Perform Job Sheet #5-1:
“Filling-up Hotel Reservation Form”
5. Refer to Model Answer
• Self-Check #5-1

• Answer Key #5-1

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INFORMATION SHEET #5-1

HOTEL RECORDS AND RESERVATION FORMS

HOTEL RECORDS

The specific requirements and the size of the property determine the choice between
manual and computerized system. Both manual as well as computerized systems require
similar, if not the same, information.

A. Information Needed from Clients

date of the booking;
length of stay (in number of nights), or departure day;
estimated arrival time;
room type (single, double, suite) and number of rooms;
number of persons per room and room rate;
name of guest;
contact telephone number;
address;
name and telephone number of the person that made the reservation different;
company name;
accounting instructions (e.g. prepaid, payment on departure, bill to company);
special requests (e.g. room on a high floor);
if the reservation is guaranteed or not (not guaranteed reservations may be released
after 6pm on arrival date);
if the reservation is guaranteed by credit card the credit card number, name on the
credit card and expiry date;
the name of the person that took the reservation;
the date that the reservation was made;
status of reservation (e.g. confirmed, or waiting list);
the way the reservation was made; and
if confirmation was sent.

Computerized systems usually offer greater accessibility than manual ones. They
can also be configured to produce a number of reports necessary for the smooth running of
the front office operation. At a later stage of this chapter, reports will be dealt with in detail.

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Confirmation of reservations is very important for both the hotel and the guest. It
shows professionalism, and especially in cases where the reservation is made over the
telephone or the internet, provides the guest with some assurance that they are indeed
expected to stay at the hotel at the chosen time. Confirmation is also useful for the hotel
because it is a way of double checking each reservation. If there is a misunderstanding
(especially over the telephone), or, an error it is likely that the guest will detect it and will
contact the hotel about it. It is always best to detect mistakes earlier rather than later
because this might save the hotel or the guest embarrassment or discomfort.

Overbooking is another important issue for reservations. Overbooking means
deliberately accepting more bookings than the hotel has capacity for. Some companies do
apply an overbooking policy in order to achieve occupancy and profit maximization.

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INFORMATION SHEET #5-2

STANDARD HOTEL FORMS AND REPORTS

A. Hotel Room Reservation Form

PERSONAL INFORMATION ETA (Estimated Time of Arrival:
Guest Name(s): Flight Detail:
Company Affiliation: ETD (Estimated Time of Departure)
Contact E-mail:
Booked by:

FLIGHT INFORMATION
Arrival Date:

Departure Date:

RESERVATION INFORMATION

Rooms

Single Double Twin Triple Suite
Hotel Car:
Room Rate:

CREDIT CARD INFORMATION
Cardholder’s Name:
Card Type:

Credit Card Number:
Expiry Date:

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B. Bedroom Book

Date: 10 July 2004

Room Name Particulars

101 (S) Santos Vegetarian
201 (D) Early check-out
301 (T) Dela Cruz
401 (S) Bautista
501 (D)

C. Conventional Chart

Month: July 2004 2nd 3rd 4th 5th 6th 7th
Rooms 1st ––– Santos ___

101 (S) ––– Dela Cruz ___
201 (D) ––– Bautista ___
301 (T)
401 (S)
501 (D)

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C. Density Chart

Density chart for 10th July 2004 Density chart for 11th July 2004

Singles Singles

32 31 30 29 28 27 32 31 30 29 28 27

26 25 24 23 22 21 26 25 24 23 22 21

20 19 18 17 16 15 20 19 18 17 16 15

14 13 12 11 10 9 14 13 12 11 10 9

876543876543

2 1 -1 -2 -3 -4 2 1 -1 -2 -3 -4

Doubles Doubles

32 31 30 29 28 27 32 31 30 29 28 27

26 25 24 23 22 21 26 25 24 23 22 21

20 19 18 17 16 15 20 19 18 17 16 15

14 13 12 11 10 9 14 13 12 11 10 9

876543876543

2 1 -1 -2 -3 -4 2 1 -1 -2 -3 -4

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JOB SHEET #5-1

TITLE: Filling Up Hotel Reservation Forms

Purpose: Practice filling up hotel reservation forms.
Equipment, Tools and Materials: Sample forms, ballpen
Precautions: Be accurate always to avoid mix-ups/problems.

Procedures:

A. Role Play

1. The customer calls up the front desk and makes reservation.

2. The front desk clerk takes down all information needed and records it
in Hotel Reservation form.

3. The instructor checks accuracy of entries.

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SELF-CHECK #5-1

Test 1.

1. What are some of the information needed from clients?

a. _____________________________________
b. _____________________________________
c. _____________________________________
d. _____________________________________
e. _____________________________________
f. _____________________________________
g. _____________________________________
h. _____________________________________
i. _____________________________________
j. _____________________________________

2. Examples of Hotel Forms and Reports

1. _____________________________________
2. _____________________________________
3. _____________________________________
4. _____________________________________

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