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2nd Sem Front Office Notes

Syllabus BHM153 (T)

01 Tariff Structure

  1. Basis of charging
  2. Plans, competition, customer’s profile, standards of service & amenities
  3. Hubbart formula
  4. Different types of tariffs
  5. Rack Rate
  6. Discounted Rates for Corporates, Airlines, Groups & Travel Agents

02 Front Office & Guest Handling

  1. Introduction to guest cycle
  2. Pre-arrival
  3. Arrival
  4. During guest stay
  5. Departure
  6. After departure

03 Reservations

  1. Importance of reservation
  2. Modes of reservation
  3. Channels and sources (FITs, Travel Agents, Airlines, GITs)
  4. Types of reservations (Tentative, confirmed, guaranteed etc.)
  5. Systems (non-automatic, semi-automatic fully automatic)
  6. Cancellation
  7. Amendments
  8. Overbooking

04 Room Selling Techniques

  1. Upselling
  2. Discounts

05 Arrivals

  1. Preparing for guest arrivals at Reservation and Front Office
  2. Receiving of guests
  3. Pre-registration
  4. Registration (non-automatic, semi-automatic and automatic)
  5. Relevant records for FITs, Groups, Aircrews & VIPs

06 During The Stay Activities

  1. Information services
  2. Message and Mail Handling
  3. Key Handling
  4. Room selling technique
  5. Hospitality desk
  6. Complaints handling
  7. Guest handling
  8. Guest history

07 Front Office Co-ordination With Other Departments

Syllabus with topics linked

Syllabus BHM153 (T)

01 Tariff Structure

  1. Basis of charging
  2. Plans, competition, customer’s profile, standards of service & amenities
  3. Hubbart formula
  4. Different types of tariffs
  5. Rack Rate
  6. Discounted Rates for Corporates, Airlines, Groups & Travel Agents

02 Front Office & Guest Handling

  1. Introduction to guest cycle
  2. Pre-arrival
  3. Arrival
  4. During guest stay
  5. Departure
  6. After departure

03 Reservations

  1. Importance of reservation
  2. Modes of reservation
  3. Channels and sources (FITs, Travel Agents, Airlines, GITs)
  4. Types of reservations (Tentative, confirmed, guaranteed etc.)
  5. Systems (non-automatic, semi-automatic fully automatic)
  6. Cancellation
  7. Amendments
  8. Overbooking

04 Room Selling Techniques

  1. Upselling
  2. Discounts

05 Arrivals

  1. Preparing for guest arrivals at Reservation and Front Office
  2. Receiving of guests
  3. Pre-registration
  4. Registration (non-automatic, semi-automatic and automatic)
  5. Relevant records for FITs, Groups, Aircrews & VIPs

06 During The Stay Activities

  1. Information services
  2. Message and Mail Handling
  3. Key Handling
  4. Room selling technique
  5. Hospitality desk
  6. Complaints handling
  7. Guest handling
  8. Guest history

07 Front Office Co-ordination With Other Departments

Tariff Structure & Basis of Charging

Tariff Structure & Basis of Charging

Tariff is the rate or charges offered to the guest by the hotel for the use of different facilities ans services, during their stay. Commonly, tariff is a charge of room rates and other facilities. Tariff is a charge of room rates and other facilities. Tariff or room...

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Food Plans: Tariff Structure

Food Plans: Tariff Structure

A Food Plan is a scheme or package through which we offer accommodation as well as food to the guest against a fixed rate. Following are the food plans commonly available in hotel: European Plan (EP) The European Plan, sometimes abbreviated as EP in hotel listings,...

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Hubbart Formula

Hubbart Formula

The Hubbart Formula is a formula that can be used in hotel management.  It is used to determine the proper average rate to set for rooms in a given hotel. The Hubbart Formula is used to help with setting prices.  It can be expressed as a formula:...

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Rack Rate: Tariff Structure

Rack Rate: Tariff Structure

When it comes to setting prices for rooms, establishing the highest rate is important. This rate is called the Rack Rate, and it is from this maximum price that all other rates take their lead. But that is not to say that one Rack Rate will apply to every room in a...

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Introduction to guest cycle

Introduction to guest cycle

Guest cycle refers to the distinct stages of guest interaction between the hotel and guests. On the basis of the stage of interaction and activities involved, the Guest Cycle is broadly, classified into four main stages based on the activity type. These are: Pre...

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Arrivals in Front Office

Arrivals in Front Office

In the guest arrival stage there are certain steps: Preparing for guest arrival (In reservation section) Verification of documents Preparing of documents i.e. Movement list or expected arrival +expected departure list. MOVEMENT LIST: It is a document which contains...

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Factors affecting Reservation

Factors affecting Reservation

It is very important to ascertain the volume of business accepted on the basis of forecasting. Even the hotel believes in overbooking, the percentage of overbooking is determined through an experienced calculation. However, the factors effecting the reservation...

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Introduction to Reservation

Introduction to Reservation

Reservations are the most reliable revenue stream for many hotels, and they affect everything from cash flow projections to staffing. Ensuring that guests get the accommodations when they expect them is the easiest way for a hotel to reduce complaints and increase...

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Room Selling Techniques

Room Selling Techniques

A Front Office employee must always keep in mind that his first job is to incur profit for the hotel. In order to do so, he may follow certain techniques and procedures. There are mainly two techniques applied while trying to sell a room. They are Up-selling Discounts...

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During the Stay Activities- Front Office

During the Stay Activities- Front Office

Guest Handling & Complaints When guest are not satisfied with some services and express their discontent to hotel employees, most of them to the front office staff, their grievances are recorded as guest complains. When guest find it easy to express their opinion...

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Message and Mail Handling

Message and Mail Handling

Message Handling Receiving messages for in-house guests in their absence, recording them and communicating them to the guests as soon as possible is an important function of the front desk staff. The efficiency and professionalism of the hotel and the attitude of the...

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Key Handling in Front Office

Key Handling in Front Office

It is the duty and responsibility of the front desk staff to ensure the right guest is given the key to his room and his safety and security pertaining to issuance of key is not compromised or violated during his stay in the hotel. Front Desk Agent should never give...

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Front Office co-ordination with other departments

Front Office co-ordination with other departments

The front office staff interacts with all departments of the hotel, including marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources. These departments view the front office as a communication liaison in...

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