Unit 24: Front Office Operations in Hospitality - € 5.99
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Unit 24: Front Office Operations in Hospitality

Unit 24: Front Office Operations in Hospitality
De unit bevat task 1 tot en met 5 inclusief flowcharts en printscreens van de reserveringen etc
De unit is geschreven in het Engels


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UNIT 24
Front Office Operations

Stephanie van Voorst
1H7
Unit 24

INTRODUCTION
The aim of this unit is to enable me to gain knowledge of the structure, role and requirements of
front office operations and gain skills to use systems and procedures involved in reservations and
registration, and guest accounting and interpret data and room statistics used to assess and improve
the performance of front office operations within hospitality business.
The front office is the focal point of most of the activities within a hospitality organisation, whether it
be a large or small hotel, a cruise liner, a holiday centre, a time-share resort or a youth hostel. The
front office is the first and last place where a guest has direct contact with the organisation, and is
also the most visible of all departments. The front office is a term accepted as including back of the
house responsibilities, such as switchboard, accounts, cashier and night audit, frond desk, concierge
and guest services. Any student wishing to enter the hospitality industry, especially the hotel sector,
will benefit from a sound understanding of the operations of the front office.
This unit provides an introduction to the world of front office operations. I will develop skills in front
office operations, including advanced reservations, guest registration and guest accounting
procedures. The unit requires me to use the front office systems, from traditional manual systems to
modern fully-integrated computerised systems. I will also learn about the ways in which data, such as
room occupancy statistics, are used to assess performance. Interdepartmental cooperation and
communication are vital to the running of any hospitality organisation, and front office staff are often
key to this. I will develop a greater understanding of how the front office links to other departments,
for example housekeeping, food and beverage, sales and marketing and accounts. Professionalism in
the hospitality industry is vital to both the success of the hospitality organisation and to the success
of employees future careers. This unit enables me to appreciate and demonstrate a professional
manner, whilst undertaking the activities within this unit.

Stephanie van Voorst

Unit 24


INDEX
Introduction............................................................................................................................................. 1
Task 1 ....................................................................................................................................................... 3
1.1 Describe the structure, roles and requirements of front office operations in two different
hospitality businesses: ......................................................................................................................... 3
Fidelio Hotel Organogram:.............................................................................................................. 3
Zwieseborg Organogram: ............................................................................................................... 7
Task 2 ....................................................................................................................................................... 8
2.1 Describe systems and procedures for reservations, registration and guest accounting, in
hospitality businesses: ......................................................................................................................... 8
Flowchart reservations of Zwieseborg hotel.................................................................................. 8
Flowchart reservations of Fidelio Hotel ......................................................................................... 9
Flowchart check in/check-out of Zwieseborg Hotel: ................................................................... 10
Flowchart check in/check-out of Fidelio Hotel ............................................................................ 11
Explanation underneath the flowchart Check in/Check out ....................................................... 12
Task 4 ..................................................................................................................................................... 15
4.1 Demonstrate the skills required for reservations and guest registration, using electronic and
manual systems: ................................................................................................................................ 15
4.2 Demonstrate the skills required for guest accounting, using electronic and manual systems: .. 15
Task 5 ..................................................................................................................................................... 21
5.1 Interpret data and statistics used to assess and improve the performance of front office
operations.......................................................................................................................................... 21

Stephanie van Voorst

Unit 24


TASK 1
1.1 Describe the structure, roles and requirements of front office operations in two different
hospitality businesses:
FIDELIO HOTEL ORGANOGRAM:

Rooms division manager:
The Rooms Division Manager is responsible for Executive Housekeeping and Front Office. He
manages the general operation of the Front Office (reception, reservations, concierge, switchboard
and night manager.
A Rooms Division Manager is directly reporting to the general manager or the deputy manager. The
positions main duties are divided in spot checking of hotel rooms to ensure standards, authorizing all
leave schedules or ensuring control of expenditures as well as budgets set. A rooms division manager
attends weekly executive and sales meetings as well as the General Managers briefings with Front
Office and Housekeeping.
The most important task of a rooms division manager is staff management. This means to determine
the desirable qualitative and quantitative formation. Also to authorize the preparatory training,
promotion and dismissal is a task of the rooms division manager. So this manager will look to the
availability of the competence of staff. Also to criticize the direct staff employees, lead the job
evaluation conversation and to make an appointment for the development of staff.
The second task is the availability of the rooms and other spaces in the hotel. This means to optimize
the objectives of staff and to make the rosters and work layout. Also to accompany the department
chefs, supervise the execution of work activities. The rooms division manager is also responsible for
the sales activities to big accounts and the development of reservations. Also to do the stock of the
departments. The take care of the complaints of guests is also an important activity. And the
observation of the HACCP rules is important.

Stephanie van Voorst

Unit 24


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