HOTEL OPERATION – FRONT OFFICE SERVICE

Grade 11

FRONT OFFICE STRUCTURE

Front office area is commonly termed as ‘Reception’, as it is the place where the
guests are received when they arrive at the hotel. It is the first point of interaction
between the hotel and the guests. Being the prime interface between the hotel services
and the guests, the front office is located near the main entrance of the hotel. The front
office structure can be viewed in two ways: the physical setup and the operational
structure of the department

TWO CATEGORIES OF FRONT OFFICE OPERATIONS

Front- House Operation

These operations are visible to the guests of the hotel. The guests can
interact and see these operations, hence, the name Front-House
operations. Few of these operations include:

▪ Interacting with the guests to handle request for an

accommodation.
▪ Checking accommodation availability and assigning it to the guest.
▪ Collecting detail information while guest registration.
▪ Creating a guest’s account with the FO accounting system.
▪ Issuing accommodation keys to the guest.
▪ Settling guest payment at the time of check-out.

Back- House Operation

Front Office staff conducts these operations in the absence of the guests
or when the guest’s involvement is not required. These operations involve
activities such as:

▪ Determining the type of guest (fresh/repeat) by checking the

database.
▪ Ensuring preferences of the guest to give a personal touch to the
service.
▪ Maintaining guest’s account with the accounting system.
▪ Preparing the guest’s bill.
▪ Collecting the balance amount of guest bills.
▪ Generating reports

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 TYPES OF GUEST ROOMS

Nature and Scope of Guestroom

✓ Classification of guestrooms
✓ Types of beds
✓ Room maintenance
✓ Guestroom supplies

Classification of Guestroom

a. According to the number of beds

▪ Single Room – a room with single bed and is good for one person.
▪ Twin Room – a room with two twin or two single beds which is good for
two persons
▪ Double Room – a room occupied by two persons with 1 double bed.
▪ Double-Double – a room with two double beds or 2 queen beds,
occupied by two or more persons. It is sometimes called TWIN DOUBLE.
▪ Triple Room – a room occupied by three people, usually with one double
bed and roll away bed or 2 single beds plus a roll away bed
▪ Quadruple – a room occupied by four people and may have two beds or
more. Family Room – a room at least 1 double bed, with 1 or more single
beds and is deigned to accommodate one small family.
▪ King Room – room with king-size bed which maybe occupied by one or
two persons or one small family.

b. According to price, lay out and facilities

▪ Economy – a room designed for an economical rate, usually short of

standard facilities like air conditioner, television, and other amenities.
▪ Standard – room sold at moderate rate, equipped with standard facilities
and amenities like air conditioner, toiletries, T.V, bed, nite table, etc.
▪ De- Luxe – a more luxurious and spacious room with amenities of
superior quality, sold at a much higher price that standard room.
▪ Studio – a room with a studio – a couch which can be converted into a
bed. It may also be called an executive room.
▪ Connecting rooms – two or more rooms with entrance doors between
them. This allows guest to get through each bedroom without going out of
their rooms.
▪ Suite – a room with a parlor of living room connected to one or more fill-
sized bedrooms equipped with luxury amenities and sold at a higher price
than standard rooms.

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TYPES OF SUITE

▪ Junior Suite – a room with a bed and sitting are (usually a small lounge), there
may be a small, separated bed, connected to the living room or parlor. It is also
called a mini suite.
▪ Penthouse Suite – a suite usually located on the top floor of the hotel.
▪ Executive Suite – suite designed for a top executive with facilities and amenities
of superior quality.
▪ Hospitality Suite – suite used for entertaining visitors; serving as function room
or a parlor.

TYPES OF BEDS

▪ Single bed – this is a bed approximately 36 inches by 75 inches.

▪ Double bed – this is a bed can accommodate a couple or two individuals.
Approximately, it is 54 inches by 75 inches in size.
▪ Queen bed – this is an extra-long, extra wide bed, about 60 inches by 80 inches
in size
▪ King bed – an extra-long, extra wide bed, about 78 inches by 80 inches.
▪ Rollaway bed – this is a portable bed.

HOTEL AMENITIES

Hotel amenities are features and services provided by a hotel to enhance a

guest's stay. They can range from basic necessities like toiletries and Wi-Fi to more
luxurious offerings like spas and fine dining. Essentially, anything a hotel provides
beyond the basic room and its furnishings can be considered an amenity.

Amenities play a crucial role in attracting guests, enhancing their experience, and
influencing their decision to choose one hotel over another. The quality and range of
amenities offered can significantly impact a hotel's reputation and its ability to attract a
loyal customer base.

GUEST ROOM SUPPLIES

ITEMS/ SUPPLIES LOCATION PURPOSE

1. DND (Do not Disturb) Door Knob A signal that the guest
Sign does not want to be
disturbed.
2. Make up Sign Door Knob Guest requesting for room
cleaning.
3. Closet with 6 hangers Inside bedroom cabinet For hanging clothes
4. Beds Inside the bedroom For sleeping
• Single bed 36”x75”
• Double bed 54”x75”
• Queen bed 60”x80”

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 • King bed 78”x80”
5. Bed Linen • Encased into the box • To cover box spring
• Bed skirt spring of the bed • To protect the mattress
• Bed pad • Encased right on top from getting stained.
• Bed sheet Size: of the mattress • To cover the bed and
Allocate an • On top of the bed pad, to ensure the guest’s
allowance of 20-25 2 bed sheets per bed comfort.
inches over bed for regular guest, 3 for • To protect the linen
size – on all sides. VIP from dirt and to make
• Bed cover • On top of the finished the bed look more
• Pillow with a pillow bed presentable.
slip and a pillow • Top of the bed in front • For guest comfort
case, one per of the head board
occupant, two for
double and
matrimonial beds
6. Shoe horn and shoe Inside the closest Cloth is for polishing
cloth shoes, horn for fitting
shoes.
7. Luggage rack Between closet and For placing guest luggage
dresser
8. Dresser table with vanity Inside the bedroom
mirror and dresser lamp.
9. TV set Top of dresser table or For guest
hang at eye level entertainment and
relaxation
10. Night table with night In between the two Container for telephone
table lamp. On top of the beds and other amenities
table are telephone, in
house telephone directory,
& room service menu.
Under the table are safety
and security booklet and a
bible.
11. Guest folder or On top of dresser table or Guest folder is used for
compendium. Contains writing table. standard room,
envelop, stationary, ball compendium for VIP and
pen, post card, directory of de-luxe room suites
hotel services, and guest
comment.
12. Dresser chair Under the dresser
13. Coffee table and 2 In between easy chairs To serve as working table
easy chairs with ashtray and for serving coffee and
and matches on top of the room service orders.
table

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 14. Service tray with Top of the dresser table or
thermos jug filled with cold coffee table
water, 2 covered glasses
15. Side table On the side of the double Used only when double
beds bed is used.
16. Room service Menu Drawer of the night table or Reference in placing room
on top of the coffee table service orders.
17. Directory of hotel Top of the table or inside Provides information on
services the compendium. Some the available
use a tent card placed on products/services in the
top of the TV or dresser. hotel like sauna, food
outlets, and entertainment.
18. House rules Usually posted at the back To orient guest on house
of the door policies for occupants.
19. Telephone with Top of the table For reference
inhouse telephone
directory
20. Safety handbook Drawer or top of table Provides guideline to the
containing safety tips guest in case of
during emergency emergency
21. Toiletries Comfort room to enhance the guest
experience by providing
essential personal care
items, promoting hygiene,
and representing the
hotel's brand image.

GUESTROOM SAFETY AND SECURITY

Guestroom Safety and Security is a critical component of hotel operations,

ensuring that guests feel safe, comfortable, and protected throughout their stay. It
includes a combination of physical measures, staff training, and technological systems.

Key Aspects of Guestroom Safety and Security

1. Room Locks and Access Control

• Use of electronic key cards or smart locks to limit access.

• Locks should automatically reset once the guest enters.
• Deadbolt locks and peepholes provide added security.

2. In-Room Safe

• Provided for guests to store valuables like passports, jewelry, and money.
• Should be user-programmable and securely bolted.

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3. Emergency Information

• Clearly posted emergency exit plans behind guestroom doors.

• Information on how to call for help (e.g., front desk or emergency services).

4. Smoke Detectors and Fire Suppression

• Smoke detectors and sprinklers must be installed and regularly tested.

• Fire extinguishers or hoses located on each floor or hallway.

5. Security Checks and Maintenance

• Housekeeping reports suspicious items or behavior.

• Regular room inspections to ensure security devices function properly.
• CCTV monitoring in hallways and lobbies (not inside rooms).

6. Guest Privacy

• Staff trained to never disclose guest information or room numbers.

• Use of privacy signs (“Do Not Disturb”) must be respected.
• Guests are advised to use latches or chains when inside the room.

7. Staff Training

• Staff are trained to:

o Recognize signs of unauthorized access or distress.
o Verify guest identity before allowing room access.
o Follow proper key control procedures.

8. Technological Enhancements

• Use of motion sensors, panic buttons, and door alarms in some modern hotels.
• Integration with centralized security systems.

Example Safety Tips for Guests

• Always lock doors and windows when inside or leaving the room.
• Use the safe for valuables.
• Never open the door to unverified individuals.
• Report any suspicious activity to the front desk.

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 Technology in Guest Rooms

Modern hotel guest rooms are increasingly equipped with smart technologies to
improve comfort, convenience, efficiency, and guest satisfaction. Here’s a detailed look
at the various types of technologies commonly found in today’s guest rooms:

1. Smart Room Controls

• Automated lighting, curtains, and thermostats can be controlled through:

o Touch panels
o Voice assistants (like Alexa or Google Assistant)
o Guest mobile apps
• Allows personalized comfort and energy savings.

2. Mobile Key & Digital Check-In

• Guests can:
o Check in remotely using a hotel app
o Use smartphones as room keys via Bluetooth or NFC
o Avoid queues at the front desk

3. Smart Entertainment Systems

• Smart TVs with:

o Streaming apps like Netflix, YouTube, Spotify
o Screen mirroring from guest devices
• Personalized welcome screens with guest name or offers

4. High-Speed Internet Access (HSIA)

• Fast and secure Wi-Fi is now considered a basic requirement

• Many hotels offer:
o Tiered internet speed options
o Wired internet ports for business travelers

5. In-Room Safe with Digital Locks

• Guests can program their own PIN

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 • Some safes include charging ports inside

6. Voice-Activated Services

• Voice assistants can:

o Control room settings
o Request housekeeping or room service
o Provide local information or weather updates

7. Smart Concierge & In-Room Tablets

• Tablets or smart hubs give access to:

o Hotel services and facility info
o Dining reservations or spa bookings
o Requests for amenities or room cleaning

8. Wireless Charging Stations & Universal Power Outlets

• Rooms often include:

o USB charging ports
o Wireless charging pads
o International plug adaptors

9. IP Phones and Video Communication

• VoIP or IP phones allow:

o Free or cheap international calls
o Video calling to front desk or concierge

10. Safety and Monitoring Tech

• Motion sensors to adjust lighting when guests enter/leave

• Door sensors and RFID technology for secure access
• Panic buttons (in higher-end hotels or accessible rooms)

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Benefits of In-Room Technology

• Enhances guest convenience and personalization

• Reduces operational costs for hotels (e.g., energy savings)
• Offers contactless and hygienic experiences
• Strengthens security and guest trust

Cultural Considerations in a Guest Room

When hosting guests from diverse cultural backgrounds, it’s essential that hotels
adapt their services and amenities to meet different cultural expectations, practices, and
sensitivities. Cultural consideration enhances guest comfort, satisfaction, and avoids
misunderstandings or offense.

1. Room Design and Layout

• Furniture arrangement: Some cultures may prefer open spaces or specific

orientations (e.g., in some Asian traditions, beds shouldn't face mirrors or doors
directly).
• Prayer space: Provide a small clean area or a prayer mat upon request for
religious observance.

2. Bathroom and Hygiene Facilities

• Include options such as:

o Bidets or hand-held spray nozzles in bathrooms for guests from the
Middle East and Asia.
o Separate towels or slippers for bathroom use.
• Clearly labeled toiletries (shampoo, conditioner, etc.) to avoid confusion.

3. Minibar and Food Options

• Remove or substitute items based on religious/cultural dietary laws:

o No pork or alcohol for Muslim guests
o Vegetarian or non-beef options for Hindu guests
o Kosher or Halal-certified snacks where applicable

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4. Language and Communication

• Multilingual welcome kits or signage

• TV channels or reading materials in the guest’s native language
• Staff trained to use basic phrases or translation tools

5. Religious and Spiritual Needs

• Direction of Qibla (Mecca) marked in rooms for Muslim guests

• Information on nearby places of worship
• Prayer times schedule, holy books (like Qur’an or Bible), or meditation
materials available on request

6. Respect for Modesty and Gender Norms

• Provide modesty kits (robes, slippers, and privacy signs)

• Room service staff trained to announce themselves respectfully and wait for
permission before entering
• Gender-sensitive spa or leisure service schedules (e.g., women-only time slots)

7. Security and Privacy Expectations

• Some cultures value extreme privacy, so:

o Do Not Disturb (DND) signs must be strictly respected
o Staff should avoid entering rooms unless absolutely necessary or
authorized

8. Cultural Decor Sensitivities

• Avoid decor that includes:

o Religious icons or figures that might offend other beliefs
o Artwork with nudity or controversial themes
• Offer neutral or culturally inclusive art and symbols

9. Personalized Cultural Touches

• Greet guests using their cultural norms (e.g., bowing, hand gestures, or verbal
greetings)

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 • Include festive touches during their cultural holidays (e.g., small gifts for Lunar
New Year or Diwali)

10. Cultural Etiquette for Staff

• Staff should be trained in:

o Cross-cultural communication
o Appropriate body language and gestures
o Understanding guest behavior and expectations (e.g., tipping customs,
formalities)

Why Cultural Consideration Matters

• Promotes inclusivity and belonging

• Builds brand loyalty through personalized experiences
• Reduces the risk of cultural misunderstandings
• Enhances the global appeal of the hotel

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