Front Office Operations

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Front Office Operations DHM 122

The Official Guide

Boston Business School 520 North Bridge Road #03-01 Wisma Alsagoff Singapore 188742 www.bostonbiz.edu.sg

All rights reserved; no part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission of the Publisher. This guide may not be lent, resold, hired out or otherwise disposed of by way of trade in any form of binding or cover, other than that in which is published, without the prior consent of the Publisher.

The Guide is a useful resource for those seeking to gain the internationally recognised CTH qualifications. The Guide however must be used together with the recommended textbooks.

CONTENTS
Introduction ......................................................................................................... 1 Topic 1 – ROLES OF THE FRONT OFFICE IN THE HOTEL’S ORGANISATION .................................................................. 7 The Hospitality Industry........................................................................................................7 The Rooms Division Organisation.................................................................................. 18 The Organisation of the Front Office Department ................................................... 22 Guest Cycle ............................................................................................................................ 37 Topic 2 – SAFETY, SECURITY AND CUSTOMER CARE RESPONSIBILITIES..........................................................40 Security Aspects of the Hotel........................................................................................... 40 Health and Safety Aspects of the Hotel........................................................................ 53 Roles and Responsibilities of a Receptionist towards Customer Care ............... 55 Topic 3 – COMMUNICATION..............................................................................62 Role of Reception in communications.......................................................................... 62 Spoken/Verbal Communication ..................................................................................... 64 Non-verbal Communication ............................................................................................ 68 Written Communication.................................................................................................... 72 Telecommunication............................................................................................................ 75 Fax............................................................................................................................................. 79 Electronic Communication............................................................................................... 81 Handling Incoming and Outgoing Mail ....................................................................... 82 Additional Tasks ................................................................................................................... 84 Legal Requirements ............................................................................................................ 86 Topic 4 – NOTIFICATIONS AND RECORDS........................................................92 Topic 5 – RESERVATION PROCEDURES ............................................................98 Reservation Terminology - Rooms................................................................................. 99 Rates and Packages...........................................................................................................103 Methods of Reservation...................................................................................................106 Information Required for a...
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