Front Office Department

Check-in (the arrival or registration procedure) is the process of receiving a guest and allotting a room. The steps are:

1. Welcome the guest warmly at the front desk, and greet by name if there is a reservation.
2. Identify the type of guest: a guest with a reservation, a walk-in, or a group.
3. Check the reservation and confirm details such as name, dates of stay, room type and rate.
4. Registration. Ask the guest to fill in and sign the guest registration card, and verify identity (citizenship card, passport and visa for foreigners).
5. Allot a room according to the booking and availability and the guest's preference.
6. Fix the method of payment and take an advance or an imprint of the credit card, if required.
7. Issue the room key and a welcome card, and explain the hotel's facilities and timings (breakfast, checkout).
8. Send the guest to the room with the bellboy carrying the luggage.
9. Inform other departments (housekeeping, F&B, telephone, accounts) and update the room status and the guest records.

A guest registration card records the guest's details at check-in. Its importance:

1. Legal record. It is a legal document proving who stayed in the hotel and when; the police and government can ask for it.
2. Identification of the guest through name, address, nationality, passport/ID details and signature.
3. Security. It helps in tracing guests in emergencies and in preventing crimes.
4. Room allotment and rate. It gives the arrival and departure dates, room number and rate agreed.
5. Billing. It gives the basis for preparing the final bill and mode of payment.
6. Communication. It helps other departments (telephone, housekeeping, F&B) know the guest's room and details.
7. Guest history. It helps in building a database of guests' preferences for personal service and marketing.
8. Statistics. It gives data on nationality, length of stay and purpose of visit for reports and planning.

The front office is the department at the entrance of the hotel which has the first and last contact with the guest. It is the nerve centre of the hotel. Its main functions are as follows.

1. Reservation. Receiving, recording and confirming room bookings from guests and agents, and keeping the room availability record.

2. Reception and registration. Welcoming arriving guests, completing registration, assigning rooms and issuing keys.

3. Information service. Giving guests information about hotel services, local attractions, transport and events.

4. Communication and message handling. Handling telephone calls, mails, messages and wake-up calls through the switchboard.

5. Cashiering and billing. Maintaining guest accounts, posting charges, preparing bills, collecting payment and handling foreign exchange.

6. Bell desk and concierge service. Handling luggage, guest transport and special requests.

7. Departure (check-out). Settling the bill, returning keys, collecting feedback and bidding farewell.

8. Coordination. Passing information about room status, guest requests and complaints to housekeeping, food and beverage and other departments, and preparing reports for management.

(b) Selling rooms and handling guest check-in/check-out

The front office is the hotel's sales and guest-contact hub — it sells rooms, registers guests on arrival, and settles accounts at departure. Food preparation belongs to the kitchen, laundry to the housekeeping department, and payroll to the accounts department.

The front office department is the nerve centre of a hotel. It is the first and last point of contact for guests, and it is divided into several specialised sections so that guest handling runs smoothly from arrival to departure. The five major sections are:

1. Reception The reception section is the face of the hotel. It handles the check-in and check-out of guests, allots rooms, maintains the room status and guest history records, and issues and receives room keys or key cards. It also answers guest queries about the hotel and its services. In short, reception is responsible for welcoming guests and completing the formalities of their stay.

2. Reservation The reservation section deals with booking rooms in advance. It receives booking requests by telephone, letter, fax, e-mail or online channels, checks room availability for the required dates, confirms or regrets the booking, and maintains the reservation records and charts. It also handles amendments, cancellations and overbooking situations. Its main function is to sell rooms in advance and to provide the front office with a clear picture of future occupancy.

3. Front Office Cashier (Cash and Bills) The cashier section maintains the guest accounts, known as folios. It records all charges made by a guest — room rent, food and beverage, laundry, telephone and other services — and posts them to the correct account. It settles bills at the time of check-out by cash, credit card, cheque or company account, and handles foreign exchange and safe deposit facilities. Its function is to ensure accurate billing and collection of dues from guests.

4. Information and Mail (Concierge) This section supplies information to guests about the hotel, local places of interest, transport, shopping and entertainment. It handles incoming and outgoing mail, messages, parcels and faxes for guests, and keeps track of guests' whereabouts within the hotel. In many hotels the concierge also looks after luggage handling, paging and airline or travel bookings. Its function is to meet the informational and communication needs of guests.

5. Front Office Manager's Office (Administration) This is the controlling and coordinating section headed by the front office manager. It plans and supervises the work of all the other sections, prepares duty rosters, maintains records and reports such as occupancy statistics and guest history, coordinates with housekeeping, food and beverage and other departments, and handles guest complaints and staff training. Its function is to provide leadership and to keep the whole front office working as one team.

Conclusion These five sections — reception, reservation, cashier, information/concierge and the manager's office — together cover every stage of the guest cycle: booking, arrival, stay and departure. Their close coordination is essential for guest satisfaction and for the commercial success of the hotel.

The guest cycle is the sequence of stages through which a guest passes during a hotel stay, from the moment they first consider the hotel until after they have departed. It is the central framework of front office operations. The four stages are:

1. Pre-arrival stage This stage begins when the guest makes a reservation and ends when the guest arrives at the hotel. The front office role here is to handle reservation enquiries, record bookings in the reservation system, confirm them to the guest, maintain an accurate reservation ledger, and prepare for the guest's arrival. It also involves forecasting occupancy, blocking suitable rooms, and communicating special requests (such as a quiet room or airport pickup) to the concerned departments. A well-managed pre-arrival stage ensures the hotel knows exactly who is coming and what they need.

2. Arrival stage This stage covers the guest's actual check-in. The front office role is to welcome the guest, verify the reservation and identity, register the guest (filling the registration card or updating the electronic profile), assign and hand over the room key, and settle the method of payment (cash, card, or credit facility). The front office also informs the guest about hotel facilities and services, and coordinates with housekeeping and bell staff so the room is ready and the luggage is delivered. This stage creates the guest's first physical impression of the hotel, so courtesy, speed, and accuracy are vital.

3. Occupancy stage This is the period during which the guest actually stays in the hotel. The front office role is to act as the information and service hub of the hotel: handling guest enquiries, taking messages, providing information about tours and transport, managing the guest's account (posting room charges, restaurant bills, laundry, telephone calls, etc.), handling complaints and special requests, and coordinating with all other departments. It also monitors room status, handles extensions of stay or room changes, and maintains guest history records. The aim is to ensure guest satisfaction throughout the stay.

4. Departure stage This stage begins when the guest is ready to leave and ends after check-out is complete. The front office role is to present and settle the final bill, receive payment, obtain the room key back, update the room status to "vacant" so housekeeping can clean it, assist with luggage and transport, and invite the guest to return. It also updates the guest history file for future marketing and prepares the folio for the accounts department. A smooth departure leaves a lasting positive impression and encourages repeat business.

In short, the front office is involved at every stage of the guest cycle — selling and preparing before arrival, registering on arrival, servicing during occupancy, and settling accounts at departure — making it the "nerve centre" of the hotel.

Importance of the front office

The front office is called the "nerve centre" or "face" of the hotel. It is the first and last point of guest contact and shapes the guest's overall impression.

1. First and last impression: a warm welcome, efficient check-in and courteous farewell encourage repeat visits and good word of mouth.
2. Public relations: it represents the hotel, handling enquiries, reservations and complaints.
3. Sale of rooms: rooms are the largest revenue source in most hotels; the front office sells rooms, upsells higher categories and works to maximise occupancy, average daily rate (ADR) and RevPAR (revenue per available room).
4. Guest service centre: registration, room allotment, keys, messages and mail, information, wake-up calls, luggage help, currency exchange and billing.
5. Coordination hub: it links guests with housekeeping, F&B, maintenance and security.
6. Communication centre: it runs the telephone exchange, guest messages and emergency communication.
7. Security and guest records: registration cards, key control and guest history help security and future marketing.
8. Revenue and accounting control: it keeps guest folios, posts charges and settles accounts at check-out.

Coordination with Housekeeping

1. Room status: after check-out the front office informs housekeeping; housekeeping updates the status (dirty, clean, inspected, ready for sale), and rooms are allotted only when ready.
2. Arrival and departure lists: the front office gives expected arrivals, departures and VIP lists so cleaning can be prioritised.
3. Room allotment: out-of-order or under-maintenance rooms are not allotted.
4. Guest requests: requests for towels, toiletries or baby cots are passed to housekeeping.
5. Lost and found: items found by housekeeping are handed to the front office, which traces the guest.
6. Maintenance: defects found are reported to engineering so rooms return to saleable condition quickly.
7. VIP set-ups: flowers, fruit baskets and special amenities are arranged jointly.

Coordination with Food and Beverage

1. Guest information: arrivals, departures, VIPs and groups are communicated so outlets and room service can prepare.
2. Outlet reservations: table and function-hall bookings are passed on to F&B.
3. Room service orders: orders received at the front office are forwarded for preparation and delivery.
4. Billing: F&B charges are posted to the guest's room folio and settled at check-out.
5. Banquets and events: hall allotment, menus, seating and billing are coordinated.
6. Complaints: food-related complaints are forwarded to F&B for corrective action.
7. Special requests: dietary needs and celebrations are communicated in advance.

Conclusion

Through continuous two-way communication with housekeeping and F&B, the front office ensures rooms are ready, outlets are prepared, charges are posted correctly and guest needs are met promptly, which raises satisfaction, occupancy, revenue and the hotel's reputation.

The Skipper (bell captain) supervises the bell boys and doormen and organises the handling of guests' luggage during arrival and departure, making sure baggage reaches the right room or vehicle safely and on time.

• GRE: Guest Relation Executive
• FIT: Foreign Independent Traveller (a foreign guest who travels on his or her own, not as part of a group or tour)

Telephone etiquette means handling calls politely and efficiently, because the voice is often the first impression a guest gets of the hotel.

1. Answer promptly. Pick up within three rings, with a smile in the voice.
2. Greet properly. Give a greeting, the hotel or department name and your own name, e.g. "Good morning, Front Office, this is Sita speaking. How may I help you?"
3. Speak clearly. Use a calm, friendly tone, moderate speed and simple words; avoid slang.
4. Listen carefully. Do not interrupt; note down the caller's name, request and number.
5. Be helpful and polite. Use "Sir/Madam", "please" and "thank you"; never argue.
6. Hold and transfer with care. Ask permission before putting a caller on hold, thank them for waiting, and tell them before transferring.
7. Take messages accurately. Write the caller's name, time, message and contact number, and repeat them back.
8. Protect guest privacy. Never announce a guest's room number to a caller; offer to connect or take a message.
9. Close courteously. Confirm the action to be taken, thank the caller, and let the caller hang up first.

Types of rooms found in a hotel

1. Single room (SGL). One single bed for one guest.
2. Double room (DBL). One double bed for two guests.
3. Twin room (TWN). Two single beds, usually for two guests.
4. Triple room (TPL). Three beds or a double bed with an extra bed.
5. Suite. Two or more connected rooms: a bedroom and a living area, with better furnishing.
6. Studio room. A room with a sofa-cum-bed used as sitting room by day and bedroom at night.
7. Connecting and adjoining rooms. Connecting rooms share a common door; adjoining rooms are side by side with no door between them.
8. Duplex, cabana, lanai and villa. Duplex has two floors; a cabana is a room by a pool or beach; a villa is a separate house-like unit.

Room symbols

Room status and types are shown on the room rack or computer in short forms.

A voucher is a written or printed document that serves as proof of a transaction or as authority for a payment or service. In a hotel, it is a record that supports an entry in the accounts and shows that a guest has taken a service or has the right to receive one.

Vouchers are used in the front office to post charges to the guest's folio and to keep a trace of each transaction. Each voucher shows the date, room number, guest's name, nature and amount of the charge, and the signature of the guest or an authorised person.

Common vouchers in the front office

1. Charge or restaurant voucher. Records food and beverage charges sent from the restaurant or bar to the guest's room account.
2. Miscellaneous Charge Order (MCO). Issued for services given outside the room account, or as an advance, refund or payment of taxi, tickets and so on.
3. Paid-out voucher. Used when the hotel pays cash on behalf of a guest.
4. Allowance or rebate voucher. Issued to reduce the bill when a guest has a complaint.
5. Transfer voucher. Used to move a charge from one account to another.
6. Cash or deposit voucher. Shows payment or an advance received.
7. Travel agent or hotel voucher. Issued by a travel agent to confirm that accommodation has been booked and paid for, which the guest presents at check-in.

Tariff is the official list or schedule of prices that a hotel charges for its rooms and other services. It is also called the room rate card. It is printed in the form of a card or brochure and shown to the guest at the time of reservation and check-in.

It generally contains

• The types of rooms (single, double, twin, suite) and their rates per night.
• The rate plan: EP, CP, MAP or AP, and whether meals are included.
• Taxes such as VAT and service charge.
• Check-in and check-out time, and charges for an extra bed, early check-in or late check-out.
• Rates of children and special rates for groups, corporate guests, travel agents and discounts.
• Information on other services such as laundry, transport, and banquet.

Types of rates

• Rack rate: the full published rate with no discount.
• Corporate rate: reduced rates for companies.
• Group rate: for travel groups.
• Seasonal rate: varies with peak and off season.
• Complimentary rate: free of charge.

Tariff is revised from time to time and approved by management. It helps the guest to know the price in advance and avoid disputes.

International standard hotels offer many types of rooms for different guests.

1. Single room (SGL). A room with one single bed for one person.
2. Double room (DBL). A room with one double bed for two persons.
3. Twin room (TWN). A room with two separate single beds for two persons.
4. Double-double room. A room with two double beds, for families or groups of up to four.
5. Triple room. A room for three persons with three beds or an extra bed.
6. Studio room. A room with a sofa-bed that converts into a bed at night.
7. Suite. A set of rooms with a bedroom and living room; types include junior suite, executive suite and presidential suite.
8. Connecting rooms. Two rooms with a connecting door between them, convenient for families.
9. Adjoining rooms. Two rooms side by side with a common wall but no door.
10. Duplex. A suite on two floors joined by an internal staircase.
11. Accessible rooms. Rooms specially designed for disabled guests.
12. Lanai, cabana and villa. A lanai has a balcony or garden view, a cabana is near a pool or beach, and a villa is a separate house-like unit.

Rooms are also classified by view, such as sea view, garden view or mountain view, and by level, such as standard, deluxe, executive and club rooms.

The front office is the department of a hotel that is situated near the main entrance and lobby, where the guest first meets the hotel and which deals directly with guests from arrival to departure. It is responsible for reservation, reception, registration, room assignment, information, handling of mail and messages, guest accounts, cashiering and check-out. It is called the "nerve centre" or "face" of the hotel because it makes the first and last impression on the guest and links all the other departments. It is the main revenue-generating department of the Rooms Division.

Skippers are guests who leave the hotel without settling their bill, i.e. they check out secretly and avoid paying the hotel dues. This is also known as "skipping". The word comes from "to skip", meaning to depart suddenly. It is a serious problem of the front office and the night auditor, because the hotel loses revenue.

Hotels reduce skipping by taking advance deposits or a credit card imprint at check-in, checking luggage and identity, keeping a watch on high-balance accounts, and informing the security and the front office when a suspicious guest leaves. The loss is recorded as a bad debt after investigation.

Room rate is the price a hotel charges a guest for the use of a room for one night (24 hours or until the fixed check-out time). The rate is not the same for every guest; it is decided on the following bases.

1. Type and size of room: Single, double, twin, suite and deluxe rooms carry different rates because of their size, furniture and facilities.

2. Location and view: Rooms with a mountain, lake, garden or city view, or on higher floors, cost more than rooms facing the car park or the service area.

3. Facilities and amenities: Air-conditioning, bathtub, mini-bar, Wi-Fi, balcony and similar extras raise the rate.

4. Number of guests: The rate is usually fixed per room for single or double occupancy, with an extra charge for an extra bed or extra person.

5. Meal plan: The rate changes according to the plan, for example EP (room only), CP, MAP or AP, because food is included in the price.

6. Season and demand: In the peak season (festivals, tourist season) rates are high, and in the off-season they are lowered to attract guests.

7. Type of guest and length of stay: Special rates such as corporate, group, travel agent, government, long-stay and walk-in (rack rate) guests are given according to the business they bring.

8. Category and competition: The star category of the hotel, its reputation and the rates of competing hotels also influence the rate.

In a large hotel the front office handles a guest in two stages: check-in (arrival) and check-out (departure).

A. Check-in procedure

1. Greet the guest with a smile and a welcome; the doorman and bellboy help with the luggage.
2. Confirm the reservation (or sell a room to a walk-in guest) and check the guest's identity.
3. The guest fills in the registration card/form; passport and visa details are recorded for foreign guests.
4. Fix the room rate and method of payment; take an advance or credit card imprint if needed.
5. Allot the room and prepare the key card.
6. Inform the housekeeping, bell desk, telephone and other departments of the arrival.
7. The bellboy escorts the guest to the room with the luggage, and explains the room and hotel facilities.
8. Open the guest folio/account in the system.

B. Check-out procedure

1. The guest informs the front desk or the bell desk collects the luggage.
2. The cashier greets the guest and asks for the room key.
3. Check for any late charges and for mini-bar or laundry consumption (housekeeping is informed to inspect the room).
4. Prepare the final bill (folio) and present it to the guest to verify.
5. Receive payment in cash, card or by transfer to the company account, and adjust the advance.
6. Issue a receipt, ask for feedback and thank the guest, inviting them to visit again.
7. Update the room status to "vacant dirty" for housekeeping and close the guest account.

Check-out is the process of the guest's departure from the hotel: settling the bill, returning the key and leaving the room. It is the last chance to leave a good impression.

Procedure

1. Notification: The guest informs the front desk of departure, or the desk checks the departure list of the day.
2. Greeting and key collection: The cashier greets the guest, asks for the room key and confirms the room number and name.
3. Checking charges: All charges from different departments (room, restaurant, laundry, telephone, mini-bar) are checked and posted to the folio. Housekeeping is asked to check the room for mini-bar use or damage.
4. Preparing the bill: The final bill is printed and presented to the guest, who checks it and clarifies any doubt.
5. Settlement: Payment is accepted by cash, credit card, travellers' cheque or transfer to the company account. The advance paid earlier is adjusted.
6. Receipt and farewell: A receipt/invoice is issued, the guest's feedback is asked for, and the guest is thanked and invited again. The bellboy helps with luggage and arranges transport.
7. Updating records: The room status is changed to vacant dirty, the guest history is updated, and the departure is informed to housekeeping and other departments.

Sundry services are the additional or miscellaneous services that a hotel provides to guests apart from room accommodation and food and beverage, usually charged separately or provided free as a courtesy. They add to guest comfort and also to hotel revenue.

Common sundry services

• Laundry and dry cleaning: washing, ironing and pressing of guest clothes.
• Telephone, internet and fax: local and international calls, Wi-Fi and business centre services.
• Travel desk and transport: airport pick-up and drop, car rental, ticket reservation and sightseeing tours.
• Currency exchange: exchanging foreign currency for the local one.
• Safe deposit lockers: safe keeping of valuables of the guest.
• Baby-sitting and medical services: doctor on call, first aid and child care.
• Health club, spa, swimming pool and gym: recreational facilities.
• Shopping arcade, florist, beauty salon and barber shop.
• Business centre and secretarial services: photocopy, printing and conference arrangements.
• Message and mail handling, wake-up call and luggage storage.

These services are posted to the guest folio and paid at check-out.

Job title: Receptionist (Front Office) Reports to: Front Office Manager / Front Office Supervisor

Job summary: The receptionist is the first person who meets the guest and is responsible for welcoming, registering and assisting guests during their stay.

Duties and responsibilities

• Greet and welcome guests warmly and courteously.
• Handle reservations, enquiries and room bookings in person, by phone or online.
• Carry out the check-in: complete registration formalities, check identification, allot rooms and issue keys.
• Give information about the hotel's rooms, rates, facilities, services and local attractions.
• Handle guest requests, messages, mail and complaints and refer them to the proper department.
• Co-ordinate with housekeeping, bell desk, food and beverage and other departments.
• Maintain room status and update the room rack/system.
• Assist with check-out, billing and settlement when needed.
• Keep the reception area clean, tidy and the records accurate.
• Maintain grooming and a pleasant manner in line with hotel standards.

Front office staff represent the hotel in the guest's first and last contact, so they must have certain qualities.

Essential quality attributes

1. Pleasing personality and grooming: neat uniform, clean hair and nails, a natural smile and good posture.
2. Good communication skills: clear, polite speech in Nepali and English, with a good voice and listening ability.
3. Courtesy and politeness: treating every guest with respect, using greetings and "Sir/Madam".
4. Product knowledge: thorough knowledge of the rooms, rates, facilities, services and local attractions.
5. Patience and tact: staying calm and handling complaints and difficult guests diplomatically.
6. Honesty and integrity: trustworthiness with cash, keys and confidential guest information.
7. Memory and alertness: remembering names, faces and preferences, and noticing details quickly.
8. Efficiency and accuracy: quick, error-free work with registration, billing and records.
9. Teamwork and co-ordination: working well with other departments.
10. Sales ability and discipline: selling rooms and services effectively, and being punctual and disciplined.

A room plan (meal plan) states which meals are included in the room rate. The main types are as follows.

Rates rise from EP to AP, since more meals are included. A guest chooses the plan according to the stay, budget and convenience; for example, a business traveller may choose EP or CP, while a resort guest often takes MAP or AP.

Front office staff should be ready to give guests the following information about the hotel's facilities and services:

• Types of rooms, room rates, meal plans and room facilities.
• Check-in and check-out times and the late check-out policy.
• Restaurants, bars, coffee shop and room service: location, menu and timings.
• Banquet, conference and meeting room facilities.
• Laundry and dry cleaning, and their charges.
• Wi-Fi, telephone, business centre, fax and photocopy services.
• Health club, gym, swimming pool, spa and sauna: location and timings.
• Airport pick-up and drop, car rental, travel desk and tour services.
• Currency exchange, safe deposit lockers and the hotel safe.
• Medical help, doctor on call and first aid.
• Shopping arcade, beauty salon and florist.
• Parking, security, fire exits and emergency procedures.
• Local sightseeing places, shopping areas, banks and hospitals nearby.
• Mode of payment accepted (cash, cards, e-wallets).