FRONT OFFICE SERVICES

ST. IGNATIUS INSTITUTE OF BUSINESS AND ARTS

FRONT OFFICE
SERVICES
Second Quarter

Prepared by:

MS. DAINA GRACE FANTILANAN

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LESSON 1: TOURISM AND HOSPITALITY INDUSTRY

Objectives:

At the end of this lesson, the students are expected to:

● Identify the different hotel locations.

● Differentiate the room types.
● Determine the various room rate designations.

Tourism–is travel for recreational, leisure or business purposes.

Hospitality–consists of a broad category of fields within the service industry that includes lodging, restaurants, event
planning, theme parks, transportation, cruise line, and additional fields within the tourism industry.

Hotel–a commercial establishment providing lodging, meals, and other guests services.

HOTEL LOCATION
1. Downtown–apply to hotels located in dense urban areas.
2. Resort
2 main criteria:
● A resort can be located nearby some sort of special attraction that attracts guests for a reason other
than the hotel itself.
● Hotels that can create their own special attraction such as health spas, private golf and/or tennis
facilities, expansive pool areas and other unique signature attractions.
3. Airport Hotel–a hotel near the airport. The hotel does not have to be connected to the airport (although
some are) or even adjacent to it; it could be located up to five miles away. Most airport hotels have a shuttle
to and from the terminals.

4. Sub-Urban–most common, generally considered being those that do not fit into the three-location type.

CATEGORIZING THE GUEST ROOM

● Room Types 
● Room Configurations
● Room Designations
● Room Status Reconciliation

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Room Types– based on the intended numbers of occupants.

According to the number of beds:

● Single Occupancy- has one bed
● Double Occupancy- for two people
● Triple Occupancy- for three occupants
● Quad Occupancy- for four guests

Common room categories in the United States, the Caribbean, Canada, and Mexico:
● STANDARD (std): This category usually means the most basic room type offered by the hotel. It has basic,
standard amenities and furnishings.
● MODERATE (mod): Usually a slightly better than standard, but still not deluxe.
● SUPERIOR (sup): This category is always subject to interpretation. It's supposed to mean superior to a
standard room in both size and furnishings, but it often refers to just the view. Some hotels have only
superior room; the categories then are defined by the view and location of the room.
● DELUXE (dlx): These rooms are supposed to be deluxe in every way: View, location, furnishings, and size.
Usually more spacious and more sophisticated and elegant.
● JUNIOR SUITE (jrste): A "junior" suite is typically a larger room with a separate seating area. Sometimes
it's got a small divider between the part of the room that bed is in and the seating area, but it is not two
separate rooms.
● SUITE (ste): A suite is usually two or more rooms clearly defined; a bedroom and a living or sitting room,
with a door that closes between them. Many hotels use the word "suite" to define any room with a sofa in it
so be sure to check thoroughly if what you really want are two or more separate rooms.
● STUDIO (stu): This is usually configured like a Junior Suite, but has the added advantage of a
"kitchenette," or cooking facilities.

Room Views:
● Partial Ocean View 
● Ocean View
● Ocean Front
● Beach Front
● City View
● Mountain View
● Water View
● Island View
● Pool View
● Garden View

Room Types According to Number and Type of Beds and Layout

1. Single room–a room with a single bed.

2. Twin room– a room with two single beds.
3. Double room–a room assigned to two people. May have one or more beds.

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4. Studio room–a room with a studio bed – a couch that can be converted into a bed. May also have an
additional bed.
5. Triple rooms–with three single beds.
6. Quadruple room–a room for four fitted with four single beds.
7. Family room–a room with at least 1 double bed with 1 or more single beds
8. King room– has a king size bed, occupied by 1 or 2 people.
9. Connecting rooms–have two or more rooms with an entrance door from the outside and a door between them
where guests can get through each bedroom without going out of their rooms.

Activity 1

Complete the table below by providing five room types, and their respective number and types of bed used.

Room Type No. & Type of Beds

Example:

Single room 1 single bed

1.

2.

3.

4.

5.

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Room Configuration
–characterize the physical makeup of a guest room, therefore looking at differences in guest rooms within a hotel.

1. Standard configuration is defined as the room configuration that makes up most of the sleeping rooms at a
particular hotel.
● Some hotels refer to their standard configuration as the run of house (ROH).
*understood to be the greatest number of available rooms
2. Enhanced configuration is the next level up from the standard configuration.
● It is understood to include more amenities and services than the standard configuration.
● Sometimes called a "concierge" or "business level" room, these rooms carry a higher room rate than
the standard configuration.
3. Suite Configuration involves a larger room (in terms of square footage).
Examples:
● "Jr" Suite–the smallest room in the suite configuration. It is often marginally larger than the standard
room.
● Corner Suite–a suite that is located in the corner of the hotel building itself. This suite often takes up
the same area that two standard rooms would.
● "Bi-level" Suite–also takes up more square footage than the standard rooms.
● Hospitality Suite–intended to entertain groups of people. They may include a kitchen and/or bar area
and large tables conducive for small group meals or meetings.
● Presidential Suite–best room in the hotel, the largest room typically has all the best amenities and
services to offer.
4. Disabled access configurations include rooms that are equipped to make the overnight stay of disabled
guest more pleasant and may include:
● Raised beds
● Wider doorways
● Telecommunication Devices
● Voice activated dialing
● Clocks with larger, brighter numbers
● Closed caption televisions

Beds found in guestrooms are also classified as follows:

1. Single Bed–a bed approximately 36" × 75" in size.
2. Double Bed–a bed that can accommodate a couple or two individuals. It is approximately 54"×75" in size.
3. Queen Bed–an extra-long extra wide, about 60"×80” in size.
4. King Bed–an extra-long extra wide bed, about 78"×80” in size.
5. California King Size Beds–may be found either in the master bedroom for exceptionally tall guests.
California King Size bed is larger than a queen size bed. It is longer but narrower compared to a regular King
Size Bed. Approximately 84"×72" in size.
6. Roll-away bed– a portable bed.
7. Pull-out bed– a bed that is inserted into a bed and pulled out when used.
8. Sofa-bed– is a couch that is converted into bed.

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Room Designations– Smoking or Non-Smoking Room
Room Type (Single, Double, Triple, Quad)
+
Room Configuration (Standard, Enhanced, Suite, Disabled Access)
+
Room Designation (Smoking or Non-Smoking)
=
Room Preferences
*Room type, configuration and designation all come together to create the specific room a hotel guest may seek.

Room Rate Designations

      Room rate designation defines what position a rate will take within the overall rate hierarchy.
1. Rack rate– is the highest published rate a hotel can charge for a specific room. This varies depending on the
room type.
2. Corporate rate– is a special rate given to corporate accounts as incentive for their patronage. The rate may
reflect a 10-20% discount from the rack rate.
3. Volume account rate– is given when there is a guaranteed number of room nights within the specific time
frame (one week or one month). Companies and associations can negotiate for more discounts under this
account.
4. Government rates– government officials who stay in the hotel for official functions are usually given per
diem.
5. Seasonal rate– off season rates are usually offered during lean season, which is much lower than the rack
rate during "in season."
6. Weekly weekend rate– to encourage patronage during weekends, an incentive is given by way of a special
weekend-rate, (with special discount).
7. Advance purchase rate– like some airlines, hotels may give incentives for early bookings by giving special
rates for advance room payments.
8. Half-day rate– designed for a short time or for a half day conference that requires a sleeping facility.
9. Industry rate– applies to associations or group of professionals or industry practitioners who are offered a
discount rate to show professional courtesy.
10. Package rate– the cost of meals and other parts of the package will appear to be much lower than paying for
them separately. This rate is usually applied for bookings done by event, convention, or seminar organizers
whereby a package of room and banquet (meal) services are availed of.
Some package may come in the form of:
a. Vacation package– covering rooms, airline tickets, shuttle service, tour to some tourist attractions, ticket to
cultural show, etc.
b. Banquet and Room package– covers room accommodation, use of function rooms, meal, and snacks.
c. Meeting packages– room accommodation, use of conference room, coffee breaks, snacks, lunch and dinner
and also audio-visual facilities.

11. Group rates– are given to group bookings. The rates are lower than the transient booking if they are
booking in advance.

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12. Per Person rate– charges are based on the number of people in a room. Hotels charge a pre-set amount for
rooms with a single occupancy, double occupancy (for 2 persons) and triple occupancy (for 3 persons). Any
extra person who shares any of this room will pay an extra charge.

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Activity 2

Identify the rate designation being asked in the statements below. Write your answer on the space before the number.

__________1. This type of rate is given to corporate accounts as incentive for their patronage.

__________2. This is offered during lean season.

__________3. This is given as an incentive for early bookings.

__________4. This rate is usually applied for bookings done by events, convention, or seminar organizers.

__________5. The highest published rate a hotel can charge.

__________6. A rate designed for a short time or for a half day conference.

__________7. This rate is given when there is a guaranteed number of room nights within the specific time frame.

__________8. This is given to encourage customers during weekends.

__________9. Charges based on the number of people in a room.

__________10. This is for associations or group of professionals or industry practitioners to show professional
courtesy.

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A PMS summary-posting report of all the posting activities conducted during business at the front desk is
verified against individual bank outs and then included into night and audit report.
● Credit Card Transaction Report- this report is conducted so that accounts receivable can verify the
allowances and revenue due from each credit card company on the city ledger.
● Arrival/Departure Report- an analysis of the number and names of guests who came and went during
the day.
● No-show Report- this report is also run for the benefit of the accounts receivable department. The
verification of who had a guaranteed reservation and did not show up will assist in determining who
needs to be billed.
● Credit Limit Report- this report is run to verify that guests within the hotel have not exceeded their
credit card limits or cash balance on hand. The information from this report should be shared with
accounts receivable and the front office manager.
● Comp room Report- the night auditors must verify each room that has no rate posted to it. This
report will include a reason for the complimentary status.
● Out of Order Rooms Report- any room that cannot be sold must be listed. The reason for the OOO
status should be listed and an indication of action taken should accompany it.
● Message Report- this report prints out all the reports that were delivered via the PMS message
system in the day. It is a backup document that serves as a permanent record.

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Assessment

I. Choose the letter that corresponds to the following statements. Write your answer in the space provided.

__________1. It is a commercial establishment providing lodging, meals, and other guests services.

A. Tourism B. Hotel C. Resort

__________2. It refers to travel for recreational, leisure or business purposes.

A. Airport hotel B. Hospitality C. Tourism

__________3. It consists of a broad category of fields within the service industry.

A. Resort B. Hospitality C. Tourism

__________4. Hotels located in dense urban areas are called.

A. Sub-urban B. Airport hotel C. Downtown

__________5. This is generally considered being those that do not fit into the three-location type. 
A. Sub-urban B. Downtown C. Urban
________6. It is based on the intended number of occupants.
A. Room types B. Room status C. Room designation
_______7. These rooms are usually more spacious and more sophisticated and elegant.
A. Studio B. Moderate C. Deluxe
______8. This is usually configured like a Junior Suite, but has the added advantage of a "kitchenette," or cooking
facilities.
A. Studio B. Junior Suite C. Standard
______9. Usually a slightly better than standard, but still not deluxe.
A. Suite B. Moderate C. Superior

_______10. It is usually two or more rooms clearly defined; a bedroom and a living or sitting room, with a door that
closes between them.
A. Deluxe B. Studio C. Suite

________11. This category usually means the most basic room type offered by the hotel.

A. Standard B. Junior Suite C. Studio

________12. It characterizes the physical makeup of a guest room, therefore looking at differences in guest rooms
within a hotel.
A. Room Configuration B. Disabled Access C. Junior suite
______13. This includes rooms that are equipped to make the overnight stay of disabled guest more pleasant.

A. Enhanced configuration B. Disabled access C. Standard configuration

______14. The room configuration that makes up most of the sleeping rooms at a particular hotel.
A. Presidential Suite B. Standard configuration C. Suite configuration

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_______15. Sometimes called a "concierge" or "business level" room, these rooms carry a higher room rate than the
standard configuration.
A. Enhanced configuration B. Hospitality suite C. Suite configuration
_____16. An analysis of the number, and names of guests who came and went during the day.
A. Arrival/Departure Report
B. Credit Card Transaction Report
C. No-show report
______17. This report is about any room that cannot be sold must be listed.
A. Arrival/Departure Report
B. Message report
C. Out of Order Rooms Report

____18. This report is conducted so that accounts receivable can verify the allowances and revenue due from each
credit card company on the city ledger.
A. No-show Report
B. Arrival/Departure Report
C. Credit Card Transaction Report
_____19. This report prints out all the reports that were delivered via the PMS message system in the day.
A. Out of Order Rooms Report
B. Message report
C. Credit Card Transaction Report
______20. This report is about the verification of who had a guaranteed reservation and did not show up will assist in
determining who needs to be billed.
A. No-show Report
B. Arrival/Departure Report
C. Out of Order Rooms Report

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Task: (10 points)
Write a paragraph about the Tourism and Hospitality Industry and their contribution in terms of Employment and
Economic Status in our country.

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LESSON 2: COMPUTERIZED BOOKING AND RESERVATION SYSTEM

Objective:

At the end of the lesson, the students are expected to:

● Identify the Front Office Computer System.

● Discuss the different menus available in the computer system (PMS).

Large hotels now operate a computerized booking and reservation system and no longer use a Room Status
Rack because all room bookings, cancellations, amendments, and changes in room status are directly encoded in a
computerized room status bulletin/file. The system then generates a room status report at any time, showing the
updated status of all rooms--out of order, reserved, vacant, occupied and by whom, etc.
If the system operates with a network, the housekeeper and Front Office staff can directly enter all changes
(like vacant to reserved, vacant ready to out of order, etc.) in the computer and this can be accessed by all concerned
persons without having to refer to a hard copy of room status or to any room status rack.

THE FRONT OFFICE COMPUTER SYSTEM

Medium or large hotels that deal with large volumes of transaction daily will certainly find the manual
method of capturing data, recording and distribution of information to be very laborious and time consuming. Thus, a
computer system, like the so-called Property Management System (PMS) is employed. This system captures,
encodes, and stores data pertaining to Front Office and Accounting transactions and creates a database which is used
as reference for marketing and day to day transactions.
The computer software used for this purpose varies among hotels, depending on the size and requirements of
their operation. Software providers usually need analysis before designing a computer system that is customized to
the operations of the hotel. This of course entails a substantial amount of investment because the hotel not only
spends for the cost of the software but also the hardware that is installed in various workstations. 
Users of the software operate in their respective workstations which are equipped with hardware and a
computer monitor along with the software. A workstation is installed in all operational areas whose functions are
closely related and coordinated. i.e. Front Desk, Reservations and Sales, Housekeeping, Concierge, Telephone
Exchange, Front Office, Cashiering and Accounting. The workstations are generally linked together in a local
network; a database that is created and updated by the various stations can be accessed by those linked in the
network. Ex. All stations can have access to the Guest registration menu when referring regarding House guests,
their arrival and departure, mode of payment, deposits, etc. The room status report that is prepared by the
Housekeeping Supervisor after doing a room check can be entered in the computer and this can be easily accessed by
the Desk Clerk when making room status reconciliation and assigning rooms to guests. A hard copy need not be
distributed when this network is operational.
The database created by the computer system in the Front Office is organized into various menus, to include:

1. Room Reservations Menu

Contains data on details of:
● Reservation for all guests

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● Guest’s names
● Number of room nights
● Mode of payment
● Type of reservation
● Arrival and departure
● Advance deposits or payments etc.

It also contains data on:

● Group bookings
● Room forecast
● Reservations report
● Travel agency’s commission

2. Registration Menu
Contains guest list and details of their registration. It also has data on Guest Folio (consumption and charges
balance). This menu prints the registration card, makes Front Desk reports, does the room blocking and updates the
room status. It also has a guest message center.

3. Night Audit Menu

Contains data on:
● Point of Sales (POS)
● Various accounts
● Trial audit report
● And other related data

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4. Housekeeping Menu
Incorporates data on the room status that is consistently updated every after-room check; guest information
based on registration record, room blockings and various housekeeping reports. Like other menus, it also has a guest
message center.

5. Uniform Services Menu

The software has the option to create in this menu a database that serves as:
● Guest locator
● Guest message center

Sophisticated software usually creates an interface that will enable the PMS to communicate with various computer
systems. For example, the reservations system provides the PMS with data on arrivals. The PMS processes this
information and create a guest account that could be accessed by the Front Office and Accounting. Similarly, the
POS may also be interfaced. Charges are automatically posted or "passed along" by all profit centers (laundry, food
and bar outlets, etc.) to the PMS. This is accessed by the Front Office Clerk or Cashier when updating the guest folio.

FRONT OFFICE PMS SYSTEMS INTERFACE

Reservations

Central Sales and Catering

Reservations

Internet
Reservation
PMS

POS

Restaurants

Rooms Service PBX

Lounges

The Evolution of PMS

     The next generation of PMS's are being designed to be Web browser enabled. This feature may have a
tremendous impact on the current PMS interface structures. In the current environment, the PMS must be written
with computer code that enables it to "talk" with the disparate systems it is integrated with. The reservation system is
a perfect example of this. If two systems are not compatible, that interface becomes inefficient.

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     With a Web browser built into the PMS, the different systems can use the Web as the communication avenue.
This, in a sense, uses the Web as the intermediary between desperate systems. Reservations, POS and other systems
would have a much easier time "communicating" with PMS. A web-enabled PMS will also create easier data sharing
between individual hotels in a chain. These individual PMS databases at the hotel level can be combined into a much
larger data warehouse. This would create immense marketing efficiencies across the chain.

Activity:

I. Write five advantages of using Property Management System (PMS) in the hotel industry.

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II. List down the details of each menu available on the computer system.

1. Room Reservations Menu

2. Registration Menu

3. Night Audit Menu

4. Housekeeping Menu

5. Uniform Services Menu

6.

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LESSON 3: CUSTOMER RELATIONS

Objectives:
At the end of the lesson, the students are expected to:
● Determine the elements of both procedural and personal dimension of elements.

CUSTOMER RELATIONS
     Customers are the life and blood of the food service business. To ensure continuous patronage, their satisfaction
must be sustained. They always deserve preferential, prompt, and consistent attention.

     To maximize customer satisfaction, it is therefore important for service staff to satisfy both the procedural
(technical) and the personal dimension of service.

Elements:
● Timeliness of Service
This refers to the amount of waiting time for service staff to respond to customers for their order, their
request or concern.
● Convenience of Service
Customer's comfort is as valuable as the quality of food.
● Organized and smooth flow of service
Proper coordination among the staff is needed to avoid customer complaints.
● Anticipation
The ability of the food outlet to anticipate what the customer wants and what needs must be met will enable
service personnel to respond favorably to customers and ensure their satisfaction.
● Monitoring of Service
Consistent monitoring of production and delivery of service against standard and performance targets.
● Professionalism
Procedures must be designed to conformed professional standards, consonant to what is considered
acceptable to the industry and responsive to customer's satisfaction.
● Communication
Miscommunication and the lack of proper communication are often the root causes of misunderstanding and
complaints.

    Personal Dimension– brings the personal touch that makes the guest feel highly valued, accepted, and
appreciated.

Elements:
● Personalized service
● Enthusiasm
● Respect
● Smiling body language
● Open-mindedness

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● Need satisfaction
● Attentiveness

Task:

Choose two key elements under customer relations. Explain why it is important to abide these elements.

Example:

Communication—it plays a vital role in customer relations because ….

(Now your turn, create your own explanation after choosing two elements.)

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LESSON 4: PROVIDE ACCOMMODATION RECEPTION SERVICES

Objective:
At the end of the lesson, the students are expected to:
● Demonstrate the ways on resolving or handling guests’ complaints.
● Identify the elements in providing accommodation reception services.

ELEMENT 1: PREPARE RECEPTION AREA FOR GUEST ARRIVAL

Receptionist– person who works at the front desk of a hotel, greeting and assisting guests.

Reception:
● Reception deals with daily arrival and departure of guests.
● Blocking of rooms for expected arrivals in advance.
● To fill up all the necessary details in the guest registration card for confirmed reservations.
● Receiving and welcoming guests.
● To check all the reservation correspondence.
● To coordinate with the housekeeping department for cleaning of rooms.

ELEMENT 2: WELCOME AND REGISTER GUESTS

● Welcome them warmly and courteously.
● Never leave a guest for your attention.
● Once known, use the guest's name with respect.

GUEST REGISTRATION PROCEDURES

1. Greet/receive the guest with a smile. A wish according to the time.
A. Offer a warm welcome.
B. Use positive body language
C. Use the guest's name (remember, he/she is right in front of you!)
2. Check if the guest is holding a reservation. (Are we holding a reservation?)
3. If there is a reservation
A. Locate the reservation in the PMS and begin the registration process in the PMS.
B. Confirm departure date and special requests (if any).
C. Ask the guest how they will settle their account.
D. Ask the guest for identification.
4. Otherwise (if there's reservation/for walk-in guests) check for the availability of the rooms.
5. Get the registration card and fill it up.

6. Offer other services.

At this stage of the registration process, the guest is offered additional services:
● Such as newspapers and the use of safety deposit box.

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● Advice of additional services they may be entitled to, such as complimentary breakfast, or want
information about the location of the restaurant, pool, bar, etc.
7. Allot the accommodation.
8. Fill the arrival register.
9. Make the information slips and send them to telephones, room service and housekeeping.
10. Open guest folio.
11. In case of VIP, inform the departments.
12. Lastly, inform the bellboys to carry the luggage and escort the guest to the room and wish the guest a comfortable
stay in the hotel.

ELEMENT 3: PERFORM "DURING STAY" FUNCTION

● Address all guests’ requests during in-stay according to property standard.
● Respond promptly to inquiry for guest's satisfaction.

Process Room change Request

● Establish what is wrong with the room
● Check availability
● Advice the guest
● Move the guest
● Change the status room
● Update folio

Process Extension of Stay

● Check availability
● Check in takes priority over extensions
● Regular guests
● Re-room the guest
●

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Handling Guest Complaints

H-E-A-T-F L-A-S-T

Hear the complaint of the guest Listen to the guest's complaint

Empathize with the guest Apologize immediately to the guest

Apologize to the guest Sympathize with the guest

Take action and be responsible for the complain Thank the guest for raising up the complain

Follow up

Additional Hints:
1. Approach and greet the guest with eye contact and introduce yourself in a caring and concerned manner.
2. Listen carefully to the guest's explanation. Do not interrupt the guest.
3. Apologize immediately to the guest.
4. Confirm with the guest if your proposed action is acceptable.
5. Never offer excuses nor blame another person or team.
6. Check with the guest whether he/she was satisfied with the way the complaint was handled.
7. Thank the guest for raising the complaint. It allowed you the opportunity to correct the situation.
HOW WILL RECEPTION ENSURE THAT THE GUEST'S EXPERIENCE STARTS OFF
SATISFACTORILY?
     The employees can achieve this by displaying good personal skills, good verbal and non-verbal communications
ensuring that a welcoming smile is always a part of the service.

4 Principles of Good Service

1. Prompt Attention- Even if you are busy, you must recognize when the guest is trying to get your attention.
You must tactfully advise him that you will be attending him as soon as possible.
2. Attitude- you must go out of your way to take care of a guest’s needs. This may even involve performing
tasks outside your area of responsibility.
3. Streamlined procedures- we cannot have a rule or procedure that applies to every guest. Common sense
must prevail, and every employee should be flexible in his approach. If a guest is standing in front of the
desk while the clerk cannot find his reservation and you find a room that does not expect to be sold out, go
ahead and room him. Research the matter later, but make sure you handle the guest as quickly and efficiently
as possible.
4. Extended service- do not leave the guest unattended after performing your specific function. Make sure you
have provided bell service or have explained to him the hotel services and the location of various facilities.
Try to anticipate guest’s needs.

ELEMENT 4: ORGANIZE GUEST DEPARTURE

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Departure Activities:
This is the final stage of the cycle of service and involves.
● Organizing the guest’s departure.
● Processing guest’s departure, including account settlement.
● Offering additional departure services.
● Seeking guest feedback.
● Updating the room status.

The purpose of the guest’s departure procedure:

● Settlement of the guest’s account (s).
● Obtain guest’s feedback.
● Room status update.
● Create or update the guest’s history profile.

Review departure lists

● The review of departure lists enables us to:
o Plan for the numbers of departing guests.
o Check who we should be seeking additional information about.
o Checking names of the guests departing (so we can greet them by name).
o Organizing ourselves for group departures.

Check-out procedure
The efficiency of the front desk clerk is tested in the check-out procedures used when the guest leaves the
hotel. The impression on the type of service rendered to a guest ends with the experience one has within the area.
The following are the basic steps when checking-out a guest:
● Guest calls the front office informing the desk clerk of his intention to check-out.
● Bellman goes to the guestroom to assist the guest with his luggage.
● As the guest approaches the front desk, the clerk greets the guest.
● Determine guest name and verify that name corresponds to room number.
● Secure registration card (and guest folio) from “pit.”
● Recover key(s) from the guest.
● The desk clerk calls the restaurant for meal chits and housekeeping to check the room for mini bar
consumptions, if there are any, proper charges are immediately relayed to the front office for posting.
● Determine whether the guest had a pleasant stay.
● If the guest did not have a pleasant stay, apologize for any minor complaints, and log them immediately or
call a manager and make any necessary adjustments.
● Total the folio and present it to the guest with a pen for verification and signature.
● If the guest disputes charges, make a deduction if authorized or else call a manager to investigate further.
● After the receipt of the approved folio, make sure that it has been signed.
● Determined settlement method.
● Settle the account using the correct procedures and close the folio.
● Present completed folio and possible vouchers folded (or envelope) to the guest for their personal life.
● Issue departure/ clearance slip.
● Assist guest cleaning safety box if availed of.

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● Determine and note any further reservation. Offer assistance if a guest wants to make a reservation in the
future.
● Thank the guest for staying in the property.
● Bellman accompanies the guest to the car. After the pieces of luggage have been accounted for, bellman bids
the guest goodbye.

ELEMENT 5: PREPARE FRONT OFFICE RECORDS AND REPORTS

Prepare reports and records

● Apart from the front office, several apartments require timely and accurate information about activities in the
venue.
● This information is often generated by reception in the form of reports.

Type of reports
● In-house guest lists.
● Back up lists.
● Key check reports.
● No-show reports.
● Overstays and under stays.
● End of day projection.

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Activity:

Below are some common complaints by hotel guests. If you were to be one of the hotel’s staff to receive these
complaints how will you handle these? Write at least 2-3 sentences explaining the following situations.

1. “I found a junk of trash under the bed, my room isn’t clean.”

2. “I have a problem with your hotel service. The two consecutive meals they served in my room are cold
already, and it’s not appetizing.”

3. “The guests from the opposite room are too loud; I can’t take a good rest.”

4. “Nothing In. This. Room. Works!”

5. “The staff is rude; I won’t recommend this hotel to anyone. Poor service!”

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Task:

In providing accommodation reception services, the five elements mentioned should be followed.
Why is it important to follow those elements, and how do you think it will affect the services if one of those
elements is disregarded.

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

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Assessment (for lessons 2, 3, 4)

I. Write T if the statement is correct and F if the statement is incorrect.

_____1. The bellboy is the person who works at the front desk of a hotel, greeting and assisting guests.

_____2. In handling the guest’s complaint, it is okay to interrupt the guest while he/she is explaining his/her concern.

_____3. If the guest is asking for assistance, even if you’re busy, you must recognize when the guest is trying to get
your attention.

_____4. The first step in providing accommodation and reception services is preparing the reception area for guest
arrival.

_____5. Leaving the guest unattended is alright after greeting them.

_____6. It is an important part of the guest registration procedure to check if the guest has a reservation.

_____7. The information slips must be kept in the reception only instead of sending them to the other departments.

_____8. It is a must to address all guests’ requests during in-stay.

_____9. Miscommunication and the lack of proper attention are often the root causes of misunderstandings and
complaints.

_____10. Customer’s comfort is not that important as the quality of food.

II. Identify what is being asked in each item below.

1. PMS stands for ___________________________________.
2. It brings the personal touch that makes the guest feel highly valued, accepted and appreciated.
_________________________
3. They are the life and blood of the food service business. ____________________

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4. In handling guest complaints, the abbreviation L-A-S-T means
__________________________________________.
5. In handling guest complaints, the abbreviation H-E-A-T-F means
__________________________________________.
6-10. Enumerate the four menus created by the computer system in the Front Office.

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

11-15. Write the five elements of Providing Accommodation Reception Services.

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

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LESSON 5: CONDUCT NIGHT AUDIT

Objective:

At the end of the lesson, the students are expected to:

● Indicate the roles and functions of a night auditor

● Distinguish the main steps in conducting night audit.

Night Audit
● Reconciling (Balancing) a hotel’s daily activities and transactions.
● Night Audit compiles a series of reports and data into a report called the night audit report for management
review.

NIGHT AUDIT INTRODUCTION

● Night audit routines vary from one hotel to another, depending on various factors like size of the
establishment, its accounting practices, and the use of property Management system.
● In this lecture we will look at a common automated routine, but this is not to be taken as a standard of what
occurs in the industry

THE ROLE OF THE NIGHT AUDIT

● The night audit requires attention to accounting detail, procedural controls, and guest credit restrictions.
● In this sense, the night auditor tracks room revenues, occupancy percentages, and other standard operating
statistics.
● He/she, also, prepares a daily summary of cash, checks, and credit card activities that occurred in the front
office department daily.

FUNCTIONS OF THE NIGHT AUDIT

The major functions of the night audit are to:

● Verify posted entries to guest’s and non-guest’s accounts.

● Post outstanding charges to guest account.
● Balance all front office accounts.
● Resolve room status and rate discrepancies.
● Monitor guest’s credit limits.
● Produce and distribute operational and managerial reports.

End of the day

● The end of the day is simply that time defined by hotel management which is considered the end of an
accounting (hotel or business) day.
● This does not necessary coincide with the beginning of a new calendar day, as often it will be established as
either the closing time of food and beverage outlets or the last guest arrivals.

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● Where the hotel has a 24-hour catering operation, the closure of most catering outlets will normally indicate
the close of the business day.
● Typically, the business day ends when the night audit begins.
● From the moment the night audit commences and until it is finished, any transactions that occur (including
telephone charges, food, and beverage charges etc.) are charged on the following business day.
● The period when the night audit is taking place is referred to as audit work time.

Operating Mode

● Night audit procedures may be performed manually (non-automated), mechanically (semi-automated) or

electronically automated.
● The manual method makes no use of electronic systems; the semi-automated process refers to the use of the
account posting machines while the automated method refers to the use of Management Information
Systems.

MAIN STEPS IN CONDUCTING NIGHT AUDIT

1. Complete outstanding postings

2. Reconcile Room Status Discrepancies
3. Balance all departmental accounts
4. Verify room rates
5. Verify no-show reservations
6. Post room rates and taxes
7. Prepare reports
8. Deposit cash
9. Clear or backup system
10. Distribute reports

COMMON ERRORS CORRECTED DURING THE NIGHT AUDIT

● Balance Pickup Errors

● Incorrectly enter the folios previous balance
● Does not happen with fully automated systems
● Transposition Errors
● Transaction numbers are reversed
● Post 25 instead of 52

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Night Audit Deployment

The night audit team will vary in makeup and composition depending on the hotel. Generally, the night audit
will consist of:

The night audit manager.

Two to five auditors (depending on the size of the hotel and the number of ancillary operations).

One or two food/beverage auditors (depending on the number of the outlets).

Activity:

Enumerate the roles and functions of a night auditor.

Roles Functions

1.

2.

3.

4.

5.

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LESSON 6: PROVIDE PORTER/CONCIERGE SERVICES

Objective:
● Determine the important things to remember in providing porter/concierge services.

Things to remember when lifting items:

● Place your feet apart to maintain your balance.

● Hold the item with both hands.
● Bend your knees, don't bend your waist.
● Keep your back straight.
● Use your leg muscles keeping the item close to your body.
● Seek help if an item is too heavy or has an awkward shape.

Things to remember when moving and carrying items:

● Hold the items close to your body.

● Point your toes in the direction you are headed and turn your entire body in that direction.
● Step carefully.
● Watch where you are going.

Things to observe when riding in an elevator:

● Riding an elevator gives you a chance to provide superior service.

● Always be on the elevator and the last one off. This lets you hold the door open for the entire guest each
way.
● If you see guests approaching the elevator, hold the elevator for them.

Things to do when guest lost luggage:

● Get a complete description of the bag, the type, size, color markings, luggage tag, etc.
● Look in the bell closet.
● If you can't find the bag in the bell closet, let the guest look searching for the bag will help the guest feel
better than just standing around waiting.
● Check overflow areas for the bag, find out if a large group checked out today, and whether their bags were
stored somewhere other than the bell closet.
● Coordinate with the transportation dispatcher. They may help you find out if the luggage was accidentally
sent with one of their vehicles. Check also with your colleagues.

If the luggage is still lost:

● Contact the bell captain for help.

● Notify with security and the manager on duty so that you can get information from the guest about what the
luggage looks like, its contents, its value, etc.

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Get the phone number of the guest, if the guest is traveling, find out where he/she will be staying so you can send
the luggage once it is found.

Activity 1:

As a hotel’s porter or concierge, enumerate two things to be remembered for the following statements.

a. When lifting customer’s luggage.

_________________________________________________________________________________

_________________________________________________________________________________

b. When moving and carrying the luggage.

_________________________________________________________________________________

_________________________________________________________________________________

c. When riding the elevator.

_________________________________________________________________________________

_________________________________________________________________________________

d. If the luggage of the customer got lost.

_________________________________________________________________________________

_________________________________________________________________________________

e. If the luggage of the guest is still missing.

_________________________________________________________________________________

_________________________________________________________________________________

Concierge's Special Skills where he/she must be knowledgeable:

● Hotel Guestrooms and Beds

○ According to Number of Beds
1. Single room–a room with a single bed.
2. Twin room– a room with two single beds.
3. Double room–a room assigned to two people. May have one or more beds.
4. Double-double room–a room with two double beds or two queen beds, occupied by two away bed or two
single beds and a roll away bed.
5. Triple rooms–with three single beds.
6. Quadruple room–a room for four fitted with four single beds.
7. Family room–a room with at least 1 double bed with 1 or more single beds.

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8. King room– has a king size bed, occupied by 1 or 2 people.
9. Studio room–a room with a studio bed – a couch that can be converted into a bed. May also have an
additional bed.
10. Connecting rooms–have two or more rooms with an entrance door from the outside and a door between
them where guests can get through each bedroom without going out of their rooms.

According to Price, Layout, Facilities and Amenities

1. Economy–a room designed for economical rate, usually short of standard facilities like air condition,
television, and other amenities.
2. Standard–a room sold at a moderate rate, equipped with standard facilities and amenities like air-condition,
private toilet and bath with toiletries, TV, bed with complete linen, night table, etc.
3. Deluxe or Enhanced Guestroom–is usually more spacious and more elegant in design than the standard
room and is provided with more amenities that are more sophisticated or elegant. It is sold at a much higher
rate than standard rooms.
4. Suite–is a much larger room with superior amenities and facilities. The layout usually provides for a parlor
or a living room connected to one or more full size bedrooms.

Types of Hotel Suites

1. Junior Suite– a room with a bed and sitting area (usually a small lounge). There may be small, separate bed,
connected to a living room or parlor. It is also called a mini suite.
2. Penthouse Suite– a suite usually located on the top floor if the property.
3. Executive Suite–a suite designed for a top executive, with facilities and amenities of superior quality.
4. Hospitality Suite– a suite used for entertaining, usually a function room or parlor.

Types of Beds
1. Single Bed–a bed approximately 36" × 75" in size.
2. Double Bed–a bed that can accommodate a couple or two individuals. It is approximately 54"×75" in size.
3. Queen Bed–an extra-long extra wide, about 60"×80” in size.
4. King Bed–an extra-long extra wide bed, about 78"×80” in size.
5. Roll-away bed– a portable bed.
6. Pull-out bed– a bed that is inserted into a bed and pulled out when used.
7. Sofa-bed– is a couch that is converted into bed.

Activity 2:
Directions: Determine the following.
__________1. A much larger room with superior amenities and facilities.
__________2. A bed approximately 36" × 75" in size.
__________3. A couch that is converted into bed.
__________4. A room designed for economical rate, usually short of standard facilities like air condition, television,
and other amenities.
__________5. A room with a studio bed – a couch that can be converted into a bed. May also have an additional bed.
__________6. A room with two double beds or two queen beds, occupied by two away bed or two single beds and a
roll away bed.
__________7. A suite usually located on the top floor if the property.

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__________8. It has two or more rooms with an entrance door from the outside and a door between them where
guests can get through each bedroom without going out of their rooms.
__________9. It is usually more spacious and more elegant in design than the standard room and is provided with
more amenities that are more sophisticated or elegant.

__________10. This bed is an extra-long extra wide, about 60"×80” in size.

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Room Status Report

One of the responsibilities of a desk clerk is to see to it that the status of each room is continuously updated so
that all clerks will be properly guided in making room allocation. Housekeeping will likewise be alerted in making
priorities for room make up. Room status may take the form of various codes indicated on the next page.

CODE STANDS FOR

OCC Occupied Occupied by a paying guest.

VR Vacant Ready Vacant room already made up and ready for occupancy.

VC Vacant Clean Cleaned room, not yet inspected. All sleeping rooms are cleaned by
a housekeeper and then inspected by a supervisor/manager to ensure
it is ready for sale.

VM Vacant Maintenance Room has been taken out of inventory for some reason. This is the
code assigned to out-of-order rooms.

VD Vacant Dirty Vacated but not ready for occupancy since it is still dirty or still
being made up. It is also termed as ON-CHANGE.

OD Occupied Dirty Guest currently occupies the room, the night has passed, but room
has not yet been serviced by housekeeping.

OC Occupied Clean Guest currently occupied the room, and room has been serviced by
housekeeping. Typically, there is no inspection for rooms cleaned
during the length of an individual guest’s stay.

OOD Out of Order Room Room is under renovation or not fit for occupancy since it requires
repair or maintenance work.

BLO Blocked Reserved for a guest who is expected to arrive within the day.

NS No Show Room is reserved but the expected guest did not arrive.

SO Slept Out Guest is assigned a room but did not sleep on his bed.

HU House Use Occupied or reserved for hotel officers or staff.

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LESSON 7: PROVIDE CASHIER SERVICES

Objective:
● Distinguish the steps for the proper check out procedures.
● Explain the modes of bill settlement.

Check out procedures

1. Get a check-registration card from the Front Office Cashier.
2. Warmly greet the guest and ask how you may help him/her.
3. Ask the guest name and room number. Then pull out his guest folio where all his records of consumption are
kept.
4. Check for any last-minute message, mail or additional charges not yet posted (such restaurant, bar, and long-
distance phone calls).
5. Ask if the guest has made additional charges to his/her room in the last 30 minutes. If there are last minute
charges, be sure that they are posted. This avoids last billing which is costly for the hotel and annoying to the
guest. If no late charges have been made, tell the guest the amount payable.
6. Ask how the guest wishes to settle the account (or amount owed).
a. If a credit card is used, be sure to follow credit card policies and procedures. Make sure the card is
not expired and is not listed on the credit card cancellation or suspension bulletin.
b. If personal check is used, follow check cashing policies and procedures.
c. If the guest is paying with cash, post the folio "paid," timestamp it, and give a receipt to the guest.
7. Ask for the room key.
8. Ask the guest if he wants to make reservations for his/her next visit to the hotel. Ask also for comments and
suggestions for improvement of service.

Example:
"Mr. Gonen, do you have a plan of coming back?

Would you like us to make reservations for you?"

"How do you find your stay with us?" or

"How do you find our service?"

Thank the guest for staying in the hotel and invite him/her to come back. As he/she leaves the desk area, wish him a
safe and pleasant journey.

Example:
"Thank you very much Mr. Gonen for choosing our hotel for your accommodation. We hope to see you again. Have
a pleasant and safe journey."

9. Take out the room registration form and place notations "check out." Inform the Housekeeping Supervisor for him
to send a room attendant to do the checking of possible losses or damage in the guest's room.

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10. Record check out in the Departure Record.
11. File check out registration cards alphabetically in the Check-out Registration Cars box.

Check Out Time

Most hotels have a check out time of 12:00. Extension is usually subject to extra charges unless such charge
is waived by the management especially for late check in. However, request for extension may not be granted during
full house or when the occupied room is already reserved and sold out to arriving guests or needed for early check in.

If extension is granted and the hotel is not full. Guest may stay free of charge till 18:00 only. Beyond 18:00
half or full rate applies (discretionary to Management). Other arrangements maybe made upon approval of Duty
Manager.

Activity 1

Directions: Arrange the following check out procedures. Write numbers 1-10 to put them in order.

_____a. Ask how the guest wishes to settle the account.

_____b. Record check out in the Departments Record.
_____c. Warmly greet the guest and ask how you may help him/her.
_____d. Ask for the room key.
_____e. Check for any last-minute message, mail or additional charges not yet posted.
_____f. Take out the room registration form and place notations “check out.”
_____g. Ask the guest’s name and room number.
_____h. Ask the guest if he/she wants to make reservations for his/her next visit to the hotel.
_____i. Get a check-registration card from the Front Office Cashier.
_____j. Ask if the guest has made additional charges to his/her room in the last 30 minutes.

CASHIERING PROCESS

Billing Procedures
Upon check-in, each guest is asked politely how his account will be settled. Payment information is then
noted on the registration card in the space provided for. It is imperative for the Desk Clerk to request for the passport
of any foreigner or residence certificate number of residents. He should see to it that the registration card is properly
and legibly filled out and that it contains all required information.

As general rule, guests are required to immediately settle room charges and other bills—meals, room service,
laundry, etc. however, they could be allowed to sign for charges if any of the following is presented.
● Credit Card- that is valid, in the name of the guest and has not expired or cancelled.
● Letter of Authorization from companies, group or individuals with approved credit line and in good credit
standing.
● Membership card which extends signing privilege to members (applies to Country Clubs or resorts that
extend signing and discount privilege to its members). The cardholder must however be in a good credit
standing and his membership or signing privilege is not suspended nor cancelled.
1. Walk-ins/Cash Clients

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2. Private individuals (Non-cardholders)
3. Airline and Travel Agency Accounts
4. Commercial Accounts with Credit Line

FORMS OF PAYMENT
Different hotels have varying policies as to the type of payment allowed for guest’s bills. Some of the
methods of bill settlement include:
1. Cash-local currency
This is the most advantageous method since it involves no risk fraud. Guests who are not utilizing a credit card
are required to pay upon check-in. Usually the full room rate is required, covering the estimated cost of rooms and
other services, plus taxes. This is called the “anticipated usage amount.”

2. Credit Cards
Two major credit cards are used in the Philippines—Visa and Master Card. The credit card company advances
the payment for the card holder and charges shall be billed to his account.
Hotels are usually equipped with a computer system that will be able to check whether the card is valid and that
enough credit is available.

3. Foreign Currency- dollars or other currencies

If the hotel will use this method of payment, the cashier must be trained and equipped with the tool for checking
forged currencies. This method is not advisable to use if the hotel doesn’t have the facility. Hotels accepting foreign
currencies may limit the type of currencies allowed for payment. Some of these currencies are US dollars, British
pounds, Japanese yen, etc. Hotels accepting foreign currency are required to post the daily exchange rate in the most
visible area at the reception counter.

4. Cheques
Check payment is certainly very risky especially if it is issued by guests who are strangers and not known to the
hotel officers. In some countries, the check payment is covered by guarantee cards. These cards guarantee payment
of checks but only up to a certain amount.

5. Traveler’s Cheque
This is issued by major banks and travel agents in fixed denominations. The customer buys them in their own
currency or in the currency of the country being visited. However, a service charge is imposed as insurance for
possible loss. Once the customer loses his cheque, the issuing company pays him back 24 hours. Many travelers use
this mode of payment as it provides them greater security.

6. Foreign Cheques
Some large hotels accept foreign cheques especially those drawn in Europe which is written in sterling. The use
of Euro cheque and Euro cards is commonly used in Europe.

7. Debit cards
There are hotels that have a facility to debit guest from his bank account and transfer is done through electronic
point system (POS). A transaction report is given to the guest after the debit.

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8. Direct Billing
The goods and services are paid later after the use of hotel services. The hotel sends a bill to the company or
individual who has been given a credit line and allowed to book on charges.

The credit approval process must be strictly enforced. The hotel has the option to choose what companies or
groups it will extend credit. If a credit line is granted, the hotel will allow the guests of account holders to sign for
charges. To minimize or avoid credit risks, a thorough credit investigation is usually conducted to determine the
credit standing and the paying capacity of applicants for a credit line.

Organizations or companies who wish to avail of a credit line have to fill up a credit application form. The data
needed for approval include:
● Company/Organization Profile
⮚ Ownership
⮚ Size
⮚ History
⮚ Address
⮚ Years in existence
⮚ Company officers
⮚ Contact number, etc.

● Financial Standing
⮚ Bank account history
⮚ Account balance
⮚ Copy of financial statement for the past 2-3 years
⮚ Creditors
⮚ Suppliers etc.

● References
⮚ Hotels
⮚ Suppliers
⮚ And other who have extended credit to this applicant

● Independent Reference
⮚ Companies
⮚ Individuals
⮚ And others who can vouch for such applicant, particularly their reputation and credit standing

● List of Signatories and Specimen Signature

The Sales Office will furnish the Front Office with a list of organizations, individuals or companies who have
been approved for direct billing. This list is always updated to reflect the credit standing of each who is in the credit
list.

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Activity 2
A. Different hotels have various type of payment. For your activity, select four methods of bill settlement and
write a brief definition for each.
B. Then, in your own opinion, what is the safest and easiest mode of bill settlement and why?
_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

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Assessment (for Lessons 5, 6, 7)

I. Fill in the missing information in the table below.

(1) (2)

NS

(3) (4) Vacant room already made up and ready for occupancy.

(5) (6)

Occupied Clean

(7) (8)

OOD

(9) (10) Cleaned room, not yet inspected. All sleeping rooms are
cleaned by a housekeeper and then inspected by a
supervisor/manager to ensure it is ready for sale.

(11) (12)

HU

(13)

BLO Blocked

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(14) (15)

Vacant Maintenance

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II. Define the following.
1. Connecting rooms-

2. Quadruple room-

3. Suite-

4. Roll-away bed-

5. Hospitality bed-

6. Single room-

7. Queen bed-

8. Sofa bed-

9. Deluxe-

10. Executive-

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