FRONT OFFICE

SERVICES
FRONT OFFICE TERMINOLOGY
ABF -American Buffet Breakfast
ACCOMODATION
Description of bed type and location of a
particular room.
ADVANCE DEPOSIT
Money requested by the room clerk
during the check-in of a guest. This applies
when the said guest did not make an
advance reservation and is unable to
produce any of the credit cards acceptable
to the hotel
 A LA CARTE
A menu from which items are chosen and paid
for individually. This type of agreement is
included in any tour.
AMERICAN PLAN (AP)
Hotel accommodation where room, breakfast,
lunch and dinner are included in the room
rate. Meals are usually table dhote.

BACK OF THE HOUSE

Areas of the hotel or motel where there is n
guest contact; for example, the kitchen, linen
room, back offices, etc.
 BILLING INSTRUCTIONS
Specific instruction for the charting of a
guest accounts to his company or his home
address or to another person or company
assuming responsibility for the guests bills.
BOOK TO CAPACITY
Refers to situation when the hotel has
accepted the maximum number of
reservations and is unable to take any more
without being placed in an overbooked
capacity.
 CASH-ADVANCE GUEST
One who did not make an advance
reservation or who looks suspicious
or doubtful in anyway. This type of
guest will be asked to pay Cash In
Advance for all charges he may
incur.
CHECK-OUT TIME
Time designated by the hotel for
guest to vacate his room at
completion of stay. Check-out time is
normally at 12:00 noon.
 CONTINENTAL BREAKFAST
This generally consists of beverage,
(coffee, tea, cocoa, or milk), rolls,
butter or jam or marmalade.
COMMISSION
Money sent to travel agents as
payment for sending a guest to a
hotel. The normal percentage is 10%
for travel agents based abroad and
15% for local agencies based on the
actual room rate applied.
 COMP
refers to a room that is complimentary (no
charge)
CONFIRMATION
A written agreement between a hotel and a
future guest showing details of their reserved
accommodations.
CORPORATE RATE
Rate set by the hotel for all guests whose
bookings are made by company based on the
Hotel Corporate List.
CONTINENTAL PLAN
Lodging and continental breakfast are
included in the room rate.
 DAY USE RATE
Amount applied to rooms between 6:00AM
and 6:00PM of the same day.
DAY USE
A room used for only a portion of a day.
DEPARTURE DATE
The actual date the guest will check out of
the property.
DNA
Stands for DID NOT ARRIVE.
DUE OUT
Person expected to check out but has not
yet vacated the room or paid his bill
 EARLY ARRIVAL
Guest who arrived at a property
before the date of his or her
reservation.
EARLY DEPARTURE

A guest who checks out before the

originally scheduled departure
date or time.
EFFICIENCY

An accommodation containing a
kitchen facility.
 FOLIO
The guests bill. It is created upon
check-in and is used to record all guest
charges and posting transaction.
FRONT OFFICE
A broad term that includes the duties
and functions involved in registering
guests, posting guest charges, checking
out guests, and controlling room status
and availability. Also the term used to
designate the front desk.
 FRONT OF HOUSE
Refers to the departments or areas of the
hotel or motel where there is a great deal of
guest contract.
FULL HOUSE
All rooms are occupied; no room left to sale.
GM
The general manager or the hotel or motel;
the propertys chief executive.
GUARANTEED NO-SHOW (GTD-NS)
When a guest makes a reservation and
assures payment for accommodation, but
does not arrive or cancel the reservation.
 HANDICAP ROOMS
Rooms with special features designed to
make the stay easier for a handicapped
person.
HOLD ACCOUNTS
Designated slot in the guest ledger bucket
where C/O folios involving disputed charges,
credit balances, rebates, etc., are placed for
review by the manager.
HOSPITALITY SUITE
A room used for entertaining. Usually a
function room or parlor.
 HOUSEKEEPERS REPORT
A form used by the front office and
housekeeping departments to
communicate to each other the
current status of each guestroom in
the property.
ID
An abbreviation for identification
INFORMATION RACK
A file that list the registered guest
and their room numbers; arranged
alphabetically by guest name.
 INFORMATION SLIP
second part of a small two-part section of
the folio indicating the guest name, room
number, room rate, and check-out date.

JULIAN CALENDAR
A calendar system based on the 12-month
year in which days of the year are
numbered consecutively beginning with 1
and ending with 365. Every four years the
system consist 366 days.
 JUNIOR SUITE
A room with a bed and sitting area. There
maybe a small, separate bedroom connected
to the living room or parlor. Also called a
mini-suite.
LATE ARRIVAL
A guest with a reservation who expects to
arrive after the propertys designated cut-
off hour and so notifies the hotel or motel.
LETTER OF CREDIT
A company letter authorizing direct bill
privileges for its representative. It must be
approved by the hotel manager.
 LOG
A daily record of problems or situation that
occurred at the front office that should be
communicated to others in the property.
MAKE-UP
A room that needs a routine, thorough
cleaning before registering new guest for
the room.
MASTER ACCOUNT
One folio prepared for a group (convention,
company, tour) on which all group charges
are accumulated. Also referred to as master
bill.
 MULTIPLE RESERVATION
A number of reservation usually made under
a group name. (maybe as individual
reservation)
MODIFIED AMERICAN PLAN
Room rate includes room accommodation,
breakfast and lunch or dinner. It is also
called demi-pension.

EUROPEAN PLAN
Hotel accommodation where no meal is
included in the price of the room.
 TABLE DHOTE
A complete menu from which deviation
may not be made without additional
charge. In Europe, the menu hardly
includes beverages.

ROLLAWAY BED
A portable single bed which can
accommodate an additional guest.

ROOM CHANGE
When a guest moves from one to another
during his stay.
 ROOM RACK
The rooms clerk board which has all the
information of the rooms their status the
names and rates of the guest staying.

ROOM RATE
The rate designated for a specific room.

RUN OF THE HOUSE

A hotel terms to guarantee firm price
which applies in any room in the house
 UPGRADE
Situation where the guest is given a
higher priced room at a lower rate.

VIP
A person designated by management to
receive a special treatment.
 INTRODUCTION TO THE
HOSPITALITY INDUSTRY
HOSPITALITY
- refer to commercial services given to
tourists and travelers by establishments
like hotels, resorts, tour and travel
agencies, restaurants, tourist attraction
centers, heritage sites, theme parks,
entertainment and relaxation centers like
bars, theaters, sports complex and leisure
centers.
 HOTEL & ACCOMODATION
FACILITIES
HOTEL
is a building, edifice or premises or a
completely independent part thereof, which
is used for the regular reception,
accommodation or lodging of travelers and
tourists and the provision of services
incidental thereto for a fee.
 RESORT
is a place with a pleasant environment and
an atmosphere that is conducive to a
comfortable and healthful relaxation and
rest, offering food, sleeping accommodation
and recreational facilities to the public for a
fee or remuneration.
 TOURIST INN
is a lodging establishment catering to
transients but does not meet the
minimum requirements of an economy
hotel.
 APARTEL
is a building or edifice that has several
independent and furnished or semi-furnished
apartments, regularly leased to tourist and
travelers for dwelling on a more or less long
term basis and offers basic services to its
tenants, similar to hotels.
 PENSION HOUSE
is a private or family-operated boarding
house.
A tourist guest house or tourist lodging
house employing non-professional domestic
helpers regularly catering to tourists and
travelers, containing several independent
lettable rooms, providing common facilities
such as toilets, bathrooms, showers, living
and dining rooms and kitchen with
combination of board and lodging.
 MOTORIST HOTEL (MOTEL)
is a structure with several separate units,
located along the highway with individual or
common parking space at which motorists
may obtain lodging and, in some instances,
meals.
 HOTEL CLASSIFICATION BY
LOCATION
AIRPORT HOTEL
-this hotel is located at the airport.
-It work best for travelers who travel by air.
- It is also the one chosen by airlines as
venue for accommodation of lay-over
passengers those who wait for delayed
flight, requiring them to stay overnight in
a hotel)
 DOWNTOWN or SUBURBAN
-being located in downtown areas, this hotel
is very accessible to business and commercial
centers.
- It is an ideal hotel for businessmen and
shoppers who are in town for business
ventures.
OVERVIEW
OF FRONT
OFFICE
OPERATION
Major Sources of revenue
for the hotel

ACCOMODATION

ROOMS DIVISION/ ROOMS

MAINTENANCE DEPARTMENT
 ROOMS DIVISION/ ROOMS
MAINTENANCE DEPARTMENT
Looks after all matters pertaining to
room bookings and hotel
accommodation.

It consist of 3 sections:
Housekeeping
Front Office
Room Sales
FRONT OFFICE
Attends to the bookings and
registration of hotel guests.

HOUSEKEEPING SECTION
Looks after the cleanliness, orderliness
and maintenance of guestrooms and
public areas as well as provision for
linen/laundry service.
ROOM SALES
Handles room reservations
and sales.

In smaller hotels and lodging

houses, room sales is made part of
the functions of the front office.
 ORGANIZATIONAL CHART OF
FRONT OFFICE
The front office operates through sub-units,
which include:
1. FRONT DESK
-looks after the registration of the
hotel guests and serves as
communication and information
center.
2. RESERVATION SECTION
- handles reservations for room
bookings either through telephone or
direct persona contact.

3.BELL SERVICE
- responsible for escorting guest
during check in and check out,
attending to their luggage and doing
errands for the front desk.
4. TELEPHONE EXCHANGE
- Handles the telephone communication
system to include:
Answering incoming calls
Receiving calls
Disseminating messages
Giving information to callers through the
phone
Placing and receiving long distance and
overseas calls
Screening calls and
Other related matters
 FRONT OFFICE
5.
CASHIERING
-responsible for the settlement of
guest bill.
CONCIERGE/
GUESTS
RELATION
ASSISTANCE
- it is in this section that
guests turn to for any kind of
assistance like tour and
travel assistance, directions
to point of interest,
confirmation of tickets and
other services of this kind.
7. AIRPORT/TRANSPORT
GUEST ASSISTANCE
- handles the transport of guests to
and from the airport or other transport
terminals
8. BUSINESS CENTER
- handles all transactions in the
business center including computer
service, fax, email, xerox, souvenir
items, etc.
ORGANIZATIONAL CHART OF
FRONT OFFICE IN LARGE HOTELS

FRONT OFFICE ORGANIZATIONAL CH

ART.docx

FO ORGANIZATION IN SMALL LO
DGING ESTABLISHMENTS.docx
JOB DESCRIPTION OF FRONT
OFFICE PERSONNEL
SEQUENCE OF
FRONT OFFICE
SERVICE
 Receiving/
processing
guests Reservations
Agent
reservations
 Blocking,
Documenting
guest
reservation Receptionist
 Welcoming/
greeting the
guest, opening Doorman
the door of his or
vehicle, unloading Bellboy
the luggage
 Attending
to guest
Receptionist
registration
 Front
Settlement Office
Cashier
of guests
bill
Escorting guest
to his room,
carrying his
luggage,
Bellboy
explaining room
facilities
 Updating Receptionist
or
the room
Night Auditor
status chart 11PM
onwards
 Receptionist
Preparing
and
updating
guest folio
 Attending to all FO and
service request of Housekeeping
guests, extending Staff
various forms of
assistance like
wake up calls,
delivery of
messages, etc.
 Updating
guest account,
Cashier
preparing
billing
statement
Assisting
guest for
check out Bellboy
 Bill
settlement,
Cashier
giving
clearance for
checkout
Thanking the All Staff
guest, asking
for future
reservations
and bidding
Goodbye
GROUP ACTIVITY
1. Same grouping of 7.
2. Create your own reservation script showing
the sequence of the Front Office Service.
3. Make a 10-minute presentation for the
whole sequence.
4. Bring your own props.
 HANDLING ROOMS
RESERVATION
RESERVATION SECTION
is in charge of accepting and
processing all reservations for room
accommodations.
It also serves as communication
center as it handles inquiries on
room rates and arrangements.
 TYPES OF RESERVATION
REGULAR RESERVATIONS
refers to an agreement that a
hotel makes to hold a room
until cut-off date and time. If
the guest does not arrive by
that time, the room maybe
sold to other guests.
 CONFIRMED RESERVATIONS
applies when the terms of
reservation have been verified.
Both the hotel and the reserving
party agree on the dates, rates and
billing arrangement, room type and
other arrangements. This type of
reservation is confirmed to the
guest verbally or in writing through
mail, email or fax.
 GUARANTED RESERVATION
is an agreement that the hotel makes
to hold a room for a guest until the
guest arrival and check out time.
in return, the guest assures payment
for the room by credit card, company
account or pre-payment. Unless the
reservation is properly cancelled, the
guest is billed for the room and taxed
according to hotel policies and
procedures.
DOCUMENTS FOR
PROCESSING
RESERVATIONS
1. RESERVATION CHART
- All future bookings are block-off in the
reservation chart.

- It indicates the actual nu number of rooms

reserved for any future date to as far as 2-3
years in advance.
2. RESERVATION SLIPS
-all reservation slip are placed in the Room
Status rack, with a color code.

- it indicates the name of the guest and the

arrival date.

- a duplicate copy of the reservation slip is

filed alphabetically by last name of guest by
month. This will served as trace filed.
3.HANGING FOLDER
- this is where the records
of al corresponding letters
pertaining to guest
reservations are kept Such
records are filed according to
the date of arrival.
4. INDIVIDUAL RESERVATION
CARDS
- All records pertinent to each
booking is contained in this
card. This card is filled up by
the desk/reservation clerk and
will serve as a basis for
preparing daily arrival list.