Republic of the Philippines

Province of Cebu
City of Talisay
TALISAY CITY COLLEGE
Poblacion, Talisay City, Cebu
1st Semester, Academic Year 2020-2021

HMPE 2: FRONT OFFICE OPERATION

Hospitality
Module Writer IMIE C. VILLAVER Department
Management (HM)

Teacher Contact No.

Program & Year Credit Units 3
This course is designed to provide students with knowledge, skills and performance outcome
on the management and operation flow of front office department in hotel industry in
accordance to the industry’s Standard Operating Procedures (SOPs). The scope of the course
Course Description
will include the significant events in the history of hotels, the competencies of front office
professionals, hotel classifications, front office organization, the procedures in taking room
reservation, receiving guests and handling hotel guest services and complaints.
Perform the appropriate procedures in front office department of the hotel industry with
Culminating Outcome
industry’s Standard Operating Procedures (SOPs).
Prelim Unit Outcome Classify hotels according to the different categories through Matrix of Hotel Classification

Student’s Name Curricular Yr.& Sec.

Contact No. Time Allotment 9 hours
Residence Inclusive Date/s

Module 1 Overview of the Hotel Industry & Front Office Organization

CONTENT LEARNING OBJECTIVES
 Overview of the Hotel Industry At the end of this module, student will…
 Front Office Organization  Examine the significant events in the evolution and growth of
the Hotel Industry
 Examine the basic functions of the hotel front office
department
 Evaluate the importance of close coordination of the front
office department towards the other departments in the
delivery of hotel’s product and services
ENGAGE
What have you thought about Hotel
Industry???
In your previous lessons, you have learned that hotel is being describe as a public place that provides a place
for travelers for sleeping for short-term basis in exchange for money. It is considered as one of the oldest
commercial activities in the world. Hotel Industry is an integral part of travel and tourism since it offers
accommodation and lodging to travelers. Many had described hotel industry to be a glamorous industry. Can you
think for possible reasons why it is being described as glamorous?
G E A P W Y Z K S R C F
Can you look for these words?
In the Word Search Puzzle, can
N N V F L F H T V A L A
you look for words that can 1. ATTRACTIVE
describe the hotel industry as a I W E I H E Y S P R L S 2. BEAUTIFUL
3. CAPTIVATING
glamorous industry. Encircle the 4. CLASSY
T U C G T L A T A U J C
words. 5. ELEGANT
N E I H I C I S F L Q I 6. ENCHANTING
7. EXCITING
A L N S O V A I A S F N 8. FASCINATING
9. FLASHY
H E H X A T T R Q N S A 10. NICE
11. PLEASANT
C G G T W U Z S T N T T 12. PRESTIGIOUS

N A I M A G X H Q T U I

THIS MATERIAL IS FOR EDUCATIONAL USE ONLY AND NOT FOR SALE. Page 1 of 9
EXPLORE
“Let’s take a look now on how hotels
The origin and growthevolve”
of the hotel industry in the world can be broadly studied under the following periods with
the significant events in the evolution and growth of the Hotel Industry:
A. Ancient Era SKILL BOX
PRACTICING SUCCESSFUL SELF-STUDYING

B. Grand Tour  Assign only a certain coverage you can read in a

specific given time.
 Discover a studying technique that works best for
C. Modern Era you & stay with it.
 Review your study notes as it can help you with
long term absorption.
A. Ancient Era
 Study in short but frequent sessions.
 The earliest recorded evidence of the hospitality facilities
 Prepare & maintain your study space.
in Europe dates back to 500 BC. Ancient cities like Corinth of
Greece had a substantial number of establishments that offered foods and drink as well as beds to
travellers.
 The inns during the biblical era were of primitive, offering a cot or bench in the corner of a room and
at times, even a stable.
 Travellers used to stay in large halls.
 Privacy and personal sanitation were non-existent.
 The lodging houses were known as mansionis during that time.
 The lead in organized hotel keeping was taken by the emerging countries of Europe, especially
Switzerland. The early establishments were mainly patronized by the aristocracy and took shape in
chalets –a small cottage)
 Between 1750 and 1825, inns in Britain gained their reputation of being the finest hospitality
establishments.

B. Grand Tour
 The second half of the 18th century is referred as the “golden era of travel”
 A Grand tour of the European continent constituted an indispensable element of the education of
scions of wealthy families in Britain.
 It was a good business opportunity for people in the prominent cities of France, Italy, Germany,
Austria, Switzerland and Ireland to establish lodging, transportation anf recreation facilities.
 In 1841, Thomas Cook organized a rail tour from Leicester to Loughborough and immortalized
himself as the world’s first tour operator.
 Prominent among the hotels emerged during this period were the following:
 Dolder Grand in Zurich
 Imperial in Vienna
 Vier Jahreszeiten in hamburg
 Des Buergues in Geneva

C. Modern Era
The introduction of funiculars (the ropeway) made high-altitude mountains accessible, leading to the
growth of many hotels in the Alpine ranges.

 Burgenstock and Giessbach are among the hotels in Switzerland that owe their existence to the
development of the ropeways.
 The development of aircraft and commercial passenger flights across the Atlantic simulated travel
across the globe and in the process accelerated the growth of the hoel industry.
 The inauguration of the City Hotel in New York in 1794 marked the beginning of the present-day
hotel industry. It was giant building at that time, with 73 rooms, and it went on to become a
favourite meeting ground of socialites.
 Throughout the 19th century, several luxury hotels were build, like the following:
 Grand Pacific
 The Palmer House
 The Sherman House in Chicago
 The Palace (800 rooms) in San Francisco
 Statler Hotel (first business hotel) in Buffalo, New York – this magnificent 450 room multi-
THIS MATERIAL IS FOR EDUCATIONAL USE ONLY AND NOT FOR SALE. Page 2 of 9
 storey building was a pioneer in many ways such as an attached bathroom with hot and cold
water in each room, an electric lamp on the desk, and a radio in each room.
 Large hotels constructed by American hoteliers during this era were the following:
 Exchange Coffee House in Boston
 Second City Hotel in Baltimore
 Mansion House in Philadelphia
 Tremont House in Boston – another landmark in the evolution of the hotel industry;
regarded as the forerunner of luxury hotels, the 170-room hotel had many first to its credit
like,
o provide locks,
o indoor plumbing,
o running water and bathing facilities
o providing a bowl, pitcher and free soaps in its rooms
o first to provide front office services such as bellboys and reception
o first to serve French cuisine in the US
 The increase in automobile travel in 1950s led to the rise of “motor hotels or motels” which offered
free parking facilities, served as rest houses for people travelling between two cities or tourist
destinations.

Assess Time!!!
Please proceed to Assess Part and answer the Knowledge-Building Assessment 1-A
Do you want to be part of the hotel industry
Do you want to be the one who will
now???
welcome the guest???
Do you want to be the one who will
assist with their needs???

If YES...YES…YES…

Probably, you want to become a Front Desk

Professional
“Let’s explore now the inside of the Hotel Front
Office Operation for you to be ready in your
FRONT OFFICE ORGANIZATION profession…”
The front office in a hotel is the department responsible for the sale of hotel rooms through systematic methods of
reservation, followed by registration and assigning rooms to customers. It is centrepiece of a hotel operation as it
fulfils the core activity of the hotels, which is to sell rooms. The front office is the first and last point of contract for
a guest where creating an image of the hotel takes place.

Basic Functions of the front office

The basic function of the front office includes the following:

o To sell rooms
o To reserve rooms for guest before their arrival
o To register guests into the hotel
o To assign rooms
o To coordinate with other services
o To provide in-house and external information to guests
o To maintain accurate room status information
o To maintain accounts of the guests and settle their bills

THIS MATERIAL IS FOR EDUCATIONAL USE ONLY AND NOT FOR SALE. Page 3 of 9
Layout of Front Office Department

For the efficient and smooth functioning of a department, it is important to divide them into sections and
delegate tasks accordingly. Layout is the physical demarcation of the sections of a department. A well-designed
layout should involve proper space utilization, aimed at improving the efficiency and control of the staff.
The front office layout includes the following areas of the department: Lobby, Reservations, Reception,
Information, Cash and bills, Travel desk, Communication, and Uniformed services

Sample layout of Front Office Department

Sections of Front Office Department

A. Reservation - The principal role of reservations is to book rooms in advance. This section is the hub of the
department as it must maximize the sale of rooms.

B. Reception - The reception registers and assigns rooms to them. The staffs receive and welcome the guests on
behalf of the hotel. The main activity is to complete registration formalities, especially the billing information, for
the cashier to process during the guest stay and upon leaving the hotel.

C. Telecommunications - It is responsible for all communications within the hotel both internal and external. Its vital
role is to keep the channels of communication open. The telephone department traditionally had the PBX exchange
board where incoming and outgoing calls had to connect manually.

D. Guest Relations Desk - The guest relations executive ensures that all guests, especially the VIPs, are kept
comfortable during their stay. The Guest Relation Executive will also provide internal PR to enhance the perception
of the hotel in the guest’s eyes.

E. Front Cashier - The cashier maintains the guest’s accounts during his/her stay, monitors credit limits and settles
bills as per instructions. Being the only cash point in the area of the hotel, it keeps cash bank for hotel front office
expenses and sometimes they are license to receive and exchange foreign currency.

F. Uniformed Services – this section is being divided into different areas, namely:
a) Lobby Desk: The lobby manager coordinates all guest services from a central point. He interprets and
safeguards house policies with the guests and evict undesirable guests from the premises.

b) Concierge: Provides information to guests during their stay and offers mail and messaging services. As the
person who provided personalized services such as providing box office tickets at nearby theatres, coach
tickets for sightseeing, or table reservations at city restaurants etc. He was the person who knew
everything about the city, its sites and events.

c) Bell Desk: The desk coordinates the movement of guest baggage. The bell desk is also responsible for the
distribution of daily newspapers to occupied guest rooms, executive offices, business centre and coffee
shop.

d) Transport Section: This section provides free or rented shuttle services to hotel guests like limousines for
VIPs to mini-vans for others and airline crewmembers and larger coaches for groups.

e) Doorman: His main duties is to welcome the guest to the hotel in the main entrance of the hotel, assist in
unloading the guest baggage from the transport, open the hotel doors and perhaps escort the guest to the
THIS MATERIAL IS FOR EDUCATIONAL USE ONLY AND NOT FOR SALE. Page 4 of 9
 registration guest to the registration desk. His main challenge is to control the traffic at the entrance and on
busy days is the person to avoid congestion of traffic at the entrance.

f) Valet Parking Attendant: The attendants take over private automobiles of guests and park them in reserved
safe areas in the parking lot. Their main challenge is to keep control of the car keys and ensure that they
were handed to the rightful owner.

Assess Time!!!
Please proceed to Assess Part and answer the Knowledge-Building Assessment 1-B

Interdepartmental Communication
The front office department plays a pivotal role in delivering quality services to guests. The front office
communicates guests’ requirements to other departments, which work in close coordination and cooperation to
deliver required products and services.
In order to maintain the desired level of service, the front office department communicates with the
following departments of the hotel:
A. Housekeeping
The front office and housekeeping departments communicate with each other for the following information:
 Room Status (update room status, find sleepers, know the exact house count, charge the guest for any
extra person has occupied the room, coordinate in guest room change)
 Security concerns (act of violence, unusual event)
 Special Arrangements ((request for additional or special amenities, make special arrangements for VIPs,
groups and crews)

B. Food and Beverage Department

The front office notifies the F&B about special food arrangements and parties.

C. Sales and Marketing Department

The front office department coordinates with the sales and marketing for the following information for hotel
profitability:

 Guest histories
 Room reservation records
 Current room availability status
 Group, corporate & crew bookings
 Setting the transient and bulk sales

D. Engineering and Maintenance

The front office communicates with the engineering and maintenance department for the upkeep of the
equipment and systems installed in the hotel.

E. Security

The front office is the link between guests and other departments of the hotel. When a guest has security concerns
such as fire, robbery, theft and any other emergencies, the front desk should explain the emergency procedure to
the guest while calling on security personnel to resolve the problem.

F. Finance Controller

The front desk provides a daily summary of the financial transactions after night auditing to the financial controller.
The information provided helps the finance controller to make budgets and to allocate resources for the current
financial period.

G. Human Resource

The front desk informs the HR department about its requirement of new staff, training requirement for the new
staff, refresher training for the existing staff and cross-training requirements to keep them up-to-date with the
latest happenings in the hotel industry.

H. Banquets

The front office coordinates with banquets for putting information on bulletin boards and placing directional
signals for particular function areas.

THIS MATERIAL IS FOR EDUCATIONAL USE ONLY AND NOT FOR SALE. Page 5 of 9
 ASSESS
KNOWLEDGE-BUILDING
Assessment Task 1 A. Modified True or False – Evolution and Growth of Hotel Industry
You write TR if the statement is true. If the statement is false, you write FL and write the
Instructions: word/s that makes the statement incorrect.
Use a separate clean paper for your answer and attached it on this module.
You will get 2 point for every correct true
Basis for Rating: answer and 3 points for correct false answer Your Rating/Total Points 37
with the identified word/s.
SKILL BOX
ENHANCING YOUR ABILITY TO
ANSWER TRUE OR FALSE
 Approach each statement as if it were
true.
 Just one false part in the statement will
make the entire statement false.
 Pay attention for the “qualifiers” word
like sometimes, always, often, never, all
& none
 Thoroughly examine long
sentences/statements

1. The earliest recorded evidence of hotel establishments in Greece was dated back to 500 B.c.
2. Travelers in Modern Era used to stay in large halls where they were only offered with cot or bench.
3. Inns in Britain gained their reputation being the finest hospitality establishments during 1900s.
4. The Grand Tour gives a good business opportunity for people in the prominent cities of Italy.
5. Thomas Cook was considered as sthe world’s first tour operator during the Ancient Era.
6. The inauguration of the City Hotel in New York in 1974 marked the beginning of the present-day hotel
industry.
7. Some of the luxury hotels build throughout the 19 th century was Grand Pacific, The Palmer House and the
Statler Hotel.
8. The Tremont House in Boston is the forerunner of luxury hotels in Modern Era.
9. Motor hotels are also called as motels which are very dominant in Ancient Era.
10. One of the features of Tremont House in Boston is the front office services such as bellboys and reception.
11. In European continent, travelling constitutes as an indispensable element of the education of scions of
wealthy families in Britain.
12. Dolder Grand in Zurich and Imperial in Vienna were some of the prominent hotels emerged during the
Grand Tour.
13. The introduction of funiculars leads to the growth of many hotels in the Alpine ranges.
14. The second half of the 18th century is referred as the “golden era of travel”.
15. Mansionis during the 18th century was widely known.
16. Travelers in Ancient Era used to stay in large halls.
17. Ancient Cities like Corinth of Greece had a fewer number of establishments that offered foods and drinks as
well as beds to travelers.
18. Thomas Cook was the one who organized a rail tour from Leicester to Loughborough.
19. One of the concerns of the travelers during their stays in inns during Ancient Era is their privacy.
20. The inns in the biblical era were very simple.

Assessment Task 1 B. Identification – Sections of Front Office Department

Identify what section in the Front Office Department is being described.
Instructions:
Use a separate clean paper for your answer and attached it on this module.
Basis for Rating: You will get 2 points for every correct answer Your Rating/Total Points 40

1. This section ensures that VIPs are kept comfortable during their stay.
2. This section is responsible in maximizing the sale of rooms.
3. This section registers and assigns rooms to hotel guests.
4. The section is responsible for the distribution of daily newspaper to occupied guestrooms.
5. The main duty of this section is to welcome the guest to the hotel and assist in unloading guest baggage
from the transport.
6. The principal role of this section is to book rooms in advance.
7. This section provides information to guests and offers mail and messaging services.
8. This section is responsible for all incoming and outgoing communications of the hotel.
9. This section receives and welcomes the guests on behalf of the hotel.
10. The section that monitors hotel guest’s credit limits.

THIS MATERIAL IS FOR EDUCATIONAL USE ONLY AND NOT FOR SALE. Page 6 of 9
 11. The section that interprets and safeguards house policies with the guests and evicts undesirable guests
from the premises.
12. The vital role of this section is to keep all channels of communication open.
13. This section settles guest’s bills as per instruction.
14. The section that keeps control of the car keys and ensure that it is handed to the rightful owner.
15. The section that provides free or rented shuttle services to hotel guests.
16. This section controls the traffic at the entrance on busy days to avoid congestion of traffic at the entrance.

17. The section that keeps cash bank for hotel front office expenses.
18. This section provides internal PR to enhance the perception of the hotel in the guest’s stay.
19. This section coordinates the movement of guest baggage.
20. The section that maintains the guest’s accounts during their stay.
CRITICAL THINKING
Assessment Task 2 Case Analysis in Front Office Interdepartmental Communication
Read carefully each case study and answer the questions that follows. Limit your answers
Instructions: into three to five sentences only. Make your answers brief and concise.
Use a separate clean paper for your answer and attached it on this module.
Basis for Rating: Relevance – 5 pts Organization – 3 pts Your Rating/Total Points
SKILL BOX
ANSWERING ESSAY QUESTIONS
 Carefully identify all parts of the
questions
 Make an outline that summarizes your
main supporting points
 Make sure your writing legible
 Grammar, punctuation and spelling
should still be a good consideration

Case study 1.
Hotel Plaza has 400 rooms and a convention center. Arjun the Maintenance Head found that the rooms of the
sixth and seventh floors needed repainting. He took the consent from Anna, Reservation Manager, for
blocking 100 rooms covering east and west wing, with 50 rooms in each wing for five days. Anna consented
because out of the 200 rooms reserved for the pollution control convention, only 150 were confirmed and
there were no major check-ins. So rooms on the sixth and seventh floors were blocked for five days as out-of-
order rooms. At 10 a.m., Arjun puts 25 people on the job, who start painting the rooms in the east wings.
At 12:30 p.m Anna calls Arjun and inquires if the painting activity in the 50 rooms may be postponed as
occupants for all the 200 rooms in the pollution control convention have arrived.
The lobby is flooded with guests waiting for rooms. Arjun informs Anna that the painting work has not been
started in the west wing rooms and asks for an hour’s time to clear the area of the painting preparatory
articles.
Anna contacts the banquet manager, Sheela, to provide the lobby level banquet hall and to make tea and
snack arrangements for the guests. Sheela checks and finds that the lobby level hall can be utilized. She also
agrees to arrange for the tea and snacks after taking the consent of the pantry chef.
In this case, discuss the following and find remedial measures for the same:
a) What went wrong?
b) How would you avoid such situations?
c) Is it advisable to block 100 rooms for maintenance, be it peak or off-season?
d) How important is communication among departments in such cases?
e) What is the level of cooperation among the departments of Hotel Plaza?
f) What would be the reaction of guests who arrive at the hotel after a long, tiring journey and find that
their rooms are not yet ready and it would take about an hour’s time?
Case study 2.
Kevin Lane is the CEO of a multinational company who visits Mumbai twice a month for a week and always
stays in Hotel Sea View in the deluxe suite 405 which overlooks the Arabian Sea. He is a very important guest
for the hotel and the hotel staff is always on its toes to keep him satisfied. His secretary calls up at 11 p.m to
amend the flight details for the next day’s pick up in a Mercedes Benz. Lane’s flight was supposed to reach at
8:00 a.m but due to change in his plans, he is now arriving by an earlier flight at 5:00 a.m. the front desk agent
takes the arrival information and passes it on only to the concierge who is entangled in peak time check-ins
and answering guest queries. By the time he sorts these out, he is exhausted and confirms Lane’s Mercedez
pick up for the next day at 8:00 a.m instead of 5:00 a.m.
THIS MATERIAL IS FOR EDUCATIONAL USE ONLY AND NOT FOR SALE. Page 7 of 9
 Lane arrives in the hotel at 7:00 a.m in a taxi and his preferred suite is not ready (housekeeping was not aware
of his early arrival). He is absolutely furious and icily gives the duty manager a piece of his mind.

In this case, discuss the following:

a) How can duty manager calm Lane down?
b) Whose fault is it? Should the front office agent have passed on this information to housekeeping as
well as to the night shift so that they could have followed up for the necessary arrangements?
c) Will Lane continue to stay at Hotel Sea View henceforth? Why or why not?

CREATING
Assessment Task 3 Table of Hotel Front Office Comparison
Create what is being asked. Write your assessment in a brief and concise manner with
Instructions: three to five sentences. Please follow the given format.
Use a separate clean paper for your answer and attached it on this module.
Rubric: Criteria for Assessment
Relevance of the Content – 5 pts Organization – 3 pts
SKILL BOX
TABLE OF COMPARISON
 The table of comparison is very helpful
when designed properly as it can aid in
decision-making way beyond placing
product specification side by side.
 Some of the examples of large-scale
hotels in Cebu are Waterfront Hotel
and Casino, Shangri-La Resort and Spa
and Radisson Blu Hotel while medium-
scale hotels are Cebu Grand Hotel,
Hotel Fortuna and GV Tower and Hotel.
Please do not limit yourself on the
mentioned hotels since there are a lot
of hotel in Cebu you can choose.
 You may visit their website or facebook
page for their photo gallery as it can
help you in visualizing their front office
department.

1. Research one medium-scale hotel and one large-scale hotel in Cebu and write your assessment in the
Comparison Table report on following areas.
a) The Layout of the Front Office Department
b) The Layout of the Front Desk
c) The Layout of the Uniformed Services
d) Hotel Lobby Area
e) The Front Office Personnel

Format:
Comparison Table of a Medium Scale and a Large Scale Hotel
Areas of Comparison Name of a Medium Scale Hotel Name of a Large Scale Hotel
a) The Layout of the Write your assessment here. Write your assessment here.
Front Office
Department
b) The Layout of the Write your assessment here. Write your assessment here.
Front Desk
c) The Layout of the Write your assessment here. Write your assessment here.
Uniformed Services
d) Hotel Lobby Area Write your assessment here. Write your assessment here.
e)
f) The Front Office Write your assessment here. Write your assessment here.
Personnel

2. If you will be given a chance to design a layout for a hotel front office department, how will it look like
following the proper space utilization that aimed on improving the efficiency and control of the staff? Illustrate
your layout.
THIS MATERIAL IS FOR EDUCATIONAL USE ONLY AND NOT FOR SALE. Page 8 of 9
 Basis of Rating:
COMPONENTS POOR (1PT) GOOD (2PTS) GREAT (3PTS)
Accuracy of Content At least 50% of the At least 75% of the content At least 95% of the content
(10pts) content included in the included in the diagram is included in the diagram is
diagram is accurate. accurate. accurate.
Graphics – Graphics lack Graphics are fairly effective Graphics are excellent
Effectiveness and effectiveness and but may include vocabulary quality, easy to read and
Relevance (10pts) relevance. or spelling errors. relevant to the content.
Labels Important items on the Almost all important items All important items on the
(5 pts) diagram are not labeled on the diagram are labeled diagram are labeled
properly and clearly. properly and clearly. properly and clearly.
Appearance The diagram is not Some elements of thee The diagram is very
(3pts) appealing in terms of diagram are appealing in appealing in terms of
design. Layout and terms of design, layout and design, layout and
neatness. neatness. neatness.

Front Office Department Layout

Write your assessment / explanation here.

REFERENCES AND SUGGESTED READINGS

Medina, R. G. (2019). Front Office Management.Great Books Trading.
Tewari, J. R. (2016). Hotel Front Office Operations and Management . Oxford University Press.

Sadhir, A. (2008). Front Office Management and Operation. McGraw Hill Publishing Company Ltd.

Discovery Education (2019). Puzzlemaker. http://puzzlemaker.discoveryeducation.com/code/BuildWordSearch.asp

LEARNING MODULE ENGAGEMENT CHECKLIST
Your feedback matters to us. The following are statements about the module. Please indicate the point to which
each statement characterizes your assessment on module by checking the appropriate box.

YES NO
 The module is easy to understand.
 The given instructions are clear.
 The given tasks are doable.
 The given information is complete.
 The teacher seeks ongoing feedback.

What is your personal thought on the module? __________________________________________________________

_________________________________________________________________________________________________

ACADEMIC HONESTY STATEMENT

I confirm that I have read and fully understood the policies of Talisay City College with regards to Academic
Dishonesty, and that I am fully aware of its possible legal and disciplinary consequences.
Student’s
Signature Over Checked by
Printed Name
E-mail Address E-mail Address
Date Submitted Date Received

THIS MATERIAL IS FOR EDUCATIONAL USE ONLY AND NOT FOR SALE. Page 9 of 9