Front Office and Its Role Lesson 2 New 2022 2023 Friday Class
Front Office and Its Role Lesson 2 New 2022 2023 Friday Class
Front Office and Its Role Lesson 2 New 2022 2023 Friday Class
OBJECTIVES:
FRONT OFFICE • Explain the basic concept of a
front office and its role;
AND ITS ROLE
• Classify the room types and list
their tariffs;
• Be able to understand the
different front office status and
terminologies;
• Describe the sections of front
office;
• Describe the reservation
process;
FRONT OFFICE AND ITS ROLE: INTRODUCTION
• The main function of any hotel is to sell rooms which
contributes the maximum towards revenue of the hotel.
• Front Office Department is one of the most important
departments of any hotel because for a guest, it is the first
point of contact with the hotel staff.
• It performs various functions such as reservation, registration,
check-in, check-out etc.
• It takes care of all the requirements of guests during their stay
in the hotel. In this lesson, we will try to learn in detail about the
significant functions and the responsibilities of the front office
FRONT OFFICE AND ITS ROLE
• Guest making a
reservation via telephone
• Spell the name of the
guest using the phonetic
alphabet
• Example Alex
• A alpha, L-lima, E echo,
• X-Xray
Arline Code and Country
• Alaska Airlines - AS • Emirates Airlines- EK
• Aloha Air -AO • Gulf Air Company - GF
• American Airlines – AA • Japan Airlines- JL
• British Airways - BA • Jetstar Airways- JQ
• Continental Airlines- CO •Korean Air-KE
• Cathay Pacific Airways CX • Kuwait Airways Corporation KU
• China Airlines- CI • Malaysia Airlines- MH
• Hawaiian Airlines - HA •Philippine Airlines-PR
• Midwest Express -YX • Qatar Airways – QR
• Northwest Airlines- NW • Royal Brunei Airlines -BI
• Air New Zealand NZ •Thai Air – T2
• United Airlines UA • Thai Airways International- TG
• Saudi Arabian Airline- SV
Verbal and Non- Verbal Communication
Non-Verbal
• Smile; Eye Contact
• Nod ; Signs of approval
• Immediate approval
• Ok sign using the finger
• Clap or applause
• Moving forward to listen
• Undivided attention
• Shaking Hands
Verbal Communication
Words of Praise “That’s fantastic”, Amazing, Keep up the good
work , Great!
Words of Gratitude “Thank you for your patronage”, “Thanks for the
generosity”
Words of “You can make it”, “I believe that you are a man
affirmation of fine taste” “ I enjoy working with you’
Words of “You are right in saying that” “I agree with you….
agreement
Words of “I see your point ” “I get what you mean….
acknowledgement
Words of admiration “I salute you”. I Admire your honest:”