2nd Sem | Front Office | Solved Papers | 2014-15

Q.1. Define any ten types of room rent.

Types of room rent:

1. Rack Rate:  Is the Standard rate or Published tariff defined by the hotel management for a particular room category / type. This is generally printed on the tariff sheet of the hotel and these details are also submitted to the local government authorities for hotel licensing and in some countries for Gov. tax compliance .  In other word’s these rates are always without any sorts of discounts.
2. Corporate or Commercial Rate: These are rates offered to companies that provide frequent business for the hotel or its chain. This rate may vary according to the volume of business guaranteed by the companies. Eg: NEG1, COR1 etc.
3. ADHOC Rate Code: These are normally non-standard rates which is offered as a special one time rates for first time corporate’s.
4. Group Rate: These are rates which is offered to groups, meetings and conventions using the hotel for their functions.
5. Promotional Rate Codes: These rates are generally offered during low occupancy periods to any guest to promote occupancy. Early Bird Rates, Stay for 3 and pay for 1 etc. are some examples. These rates may also include certain add-ons to attract the customers like free WiFi for 24 Hrs, free buffet dinner etc.
6. Incentive Rate Code: The Rate offered to individuals who belong to an association or holders of special membership cards or Credit cards.  Eg: Amex / VISA / Master card holders get 5% discount on Rack Rate, Lufthansa Frequent Flyer members get 25 % discount etc. For hotels these rates always give potential referral business.
7. Early bird Rate: This type of rates are only open X days before arrival. Eg: Open only when 7 Days before arrival, 14 Days Before Arrival, 30 Days Before arrival Etc.
8. Family Rate: A rate reserved for families with children. Usually these rate include Extra Bed charges and may also include some free add-on activities for children.
9. Package Rate: Rates that includes a guest room in combination with other available events or activities. ( Eg: Best of London package which includes room rental, all meals, site seeing, airport transfers etc. ) Package rate can be also a simple room and meal package like American Plan ( AP), Modified American Plan  (MAP), Continental Plan ( CP ) etc.
10. Best Available rates ( BAR ) : These rate codes are the lowest discounted rate available for a day which can be offered to the guest by the Reservation or Front desk staff. BAR can be off different types:

‘Dynamic BAR’ – Has different tiers and each  tiers will be opened and closed according to the occupancy of the hotel. ( The new age hotel management software’s does this automatically for the Revenue Mangers.)

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OR What do you understand by a meal plan? Explain different meal plans offered by hotels.

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 hotels.

1. European Plan (EP): Under this plan, guest is offered only accommodation. Early Morning Tea (EMT) is optional.

2. Continental Plan (CP): Under this plan, guest is offered with accommodation and Continental Breakfast. Early Morning Tea (EMT) is optional. All additional charges are considered extra.

Continental Breakfast

• Fruit Juice (fresh / canned)
  
• Bread / Toast (served with butter & preserves)
  
• Tea / Coffee

3. Bermuda Plan (BP): Under this plan, guest is offered with accommodation and American Breakfast. Early Morning Tea (EMT) is optional. Also known as B & B plan. All additional charges are considered extra.

4. American Plan (AP): Under this plan, guest is offered with accommodation along with two major meals and two minor meals. Early Morning Tea (EMT) is optional. This plan is also known as ‘all inclusive plan’ or ‘full board’ or ‘en pension’

American Breakfast

• Fruit Juice  (fresh / canned)
  
• Cereals (served with hot or cold milk)
  
• Eggs to Order
  
• Bread / Toast (served with butter & preserves)
  
• Tea / Coffee

5. Modified American Plan (MAP): Under this plan, guest is offered with accommodation along with one major meal and one minor meal. Early Morning Tea (EMT) is optional. . It is also called as ‘demi pension’ or ‘half board’. This facilitates the guests to eat out for one meal. It is usually used for groups where meal coupons are provided to the guests (coupon is valid only for a day) and the coupon cost is included in the room rent.

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Q.2. Describe the four phases of guest cycle.

The financial transactions of the guest makes while staying in the hotel determine the flow of business through the property. Traditionally flow of cycle can be divided into a four-stage guest cycle.

                  

1. Pre-arrival:

• At the pre-arrival stage, the hotel must create for every potential guest a reservation Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help personalize guest services and appropriately schedule needed staff and facilities

• The reservation department should, then, complete all the pre-registration activities and prepare guest folios (applicable only for automated systems). Doing so will eventually maximize room sales by accurately monitoring room availability and forecasting room revenues

2. Arrival: At the arrival stage, registration and rooming functions takes place and the hotel establishes a business relation-ship with the guest.

• The check-in clerk should determine the guest’s reservation status (i.e. pre-registered guests versus walk-ins). Later, he/she shall prepare a registration record or make the guest sign the already-printed pre-registration record (under some of the semi-automated and all fully automated systems).

• The registration records shall include the following personal and financial items:

a) Personal information:

• Name and Surname of the guest along with billing address, telephone number, and any other coordinates
• Passport number, birth certificate, and/or driving license number (whatever applicable)
• Any special needs or requests
• Guest Signature

b) Financial information:

• 1. Date of arrival
• 2. Expected date of departure or length of stay depending on how the system in the hotel is designed
• 3. Assigned room number
• 4. Assigned room rate
• 5. Guest’s intended method of payment

Registration records can be used for various purposes:

1. Satisfy guest needs
2. Forecast room occupancies
3. Settle properly guest accounts
4. Establish guest history records at check-out [personal & financial information]
5. Assign a room type and a room rate for each guest
6. Determine long-run availability [i.e. reservation information] versus short-run availability [i.e. room status]
7. Satisfy special categories of guests such as disabled people through barrier-free designs

3. Occupancy: At the occupancy stage, the front office department shall coordinate guest services in a timely and accurate manner. Moreover, front office clerks should encourage repeat guests by paying a great attention to guest complaints. This is ensured by placing complaint and/or suggestion cards in every public place and revenue centers in the hotel. Moreover, the hotel shall, at least on a daily basis, collect comment cards, proceed with their analysis, and provide positive feedback to guest as soon as possible.

• In addition, shall design effective procedures in order to protect the funds and valuables of guests. This might be ensured through guest key control, property surveillance, safe deposit boxes, and well designed emergency panels and exits…

• Another activity at occupancy is to process posting of guest charges [i.e. post room rates, F&B charges, additional expenses, and taxes…] to various guest folios, master Folios… While doing so, front office clerks shall continuously check for deviations from the house limit, and take corrective measures as to change the status of the guest to Paid-in-advance. Finally, front office clerks shall periodically review Account Balances in coordination with the night auditor.

4. Departure:

• At the departure stage, the guest shall be walked out of the hotel. Moreover, front office clerks shall create guest history record. Finally, cashiers shall settle guest account outstanding balances [i.e.: balance the Guest account to 0]
• In general, a proper checkout occurs when the guest:

1. Vacates the room
2. Receives an accurate settlement of the guest account
3. Returns room keys
4. Leaves the hotel

• At departure, checkout personnel should encourage guests to consider returning to the hotel on any future date. That’s why cashiers should act like a true sales person, and might eventually accept guest future reservations. That way, the stages of the guest cycle become really a cycle (i.e. start from where it ends).

If at departure, the guest account is not fully settled, then late charges accumulate. In such an undesired case, the responsibility of collection lies within the accounting department, however the front office department shall provide all necessary types of information to make this collection easier, quicker, and feasible.

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OR What are the functions of the front office department during the stay of a guest in a hotel?

Functions of the front office department during the stay of a guest are:

1.LUGGAGE HANDLING

Luggage handling of the guest is done at various occasions such as arrival, during stay (change of room) and at the time of departure. At the time of arrival when the luggage of the guest is moved from car/taxi to the lobby and further to the allotted room, the activity is called “up bell activity”. When the luggage of the guest is moved from room to lobby and further to the car/taxi at the time of departure the activity is called “down bell activity”.

2.PAGING

Apart from luggage handling the bell desk is also responsible for paging a guest. The paging is a system of locating the guest in the hotel. Many times the in-house guest expects a phone call or a visitor but decides not to wait in the room, and might decide to go to a public area such as bar, restaurant, swimming pool. lobby or lounge etc. of the hotel or may go out of the hotel. In such cases the hotel requests the guest to tell about his whereabouts through a location  Form. This porforma may be kept in the stationary older in the room or at the information section of the lobby.

3.WAKE UP CALLS

In some hotels, the wakeup call to groups and crews is co-ordinated by bell desk. A wake–up call is a service provided by most lodging establishments to provide a service similar to alarm clocks via a telephone. 

4.MAIL HANDLING

Mail handling is a very important activity of the front office department of the hotel. When guests are away from their homes because of any reason may be business, official, personal or any they need a contact address where they can receive their urgent mails, couriers, fax, parcels etc. Very often guests travelling and staying at hotels need to be contacted by their family or their colleagues of their office. Thus, they may receive letters, parcels and packets at the hotel address. The guest might also want to communicate with them. The hotel in such cases acts as an agent for receiving or forwarding such mail or messages.

5.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 staff is reflected by the way this function is carried out by the staff. The need for receiving message for the in-house guest is when the guest is not in the room. Usually when a guest goes out of his room he would leave his room key at the counter where the information clerk would put it in appropriate room numbers pigeon holes. Sometimes the guest may leave his whereabouts at the reception.

6.COMPLAINT HANDLING

• 1) MECHANICAL COMPLAINTS- Complaints relating to hotel equipments malfunctioning. For E.g. A/C not working/TV picture not clear etc.
• 2) ATTITUDINAL COMPLAINTS- Guest may complaint about the rude behaviour of the hotel staff.
• 3) SERVICE RELATED COMPLAINTS- Guest may make such complaints when they experience a problem with service. For e.g. untidy rooms, missed wake up calls, cold or ill prepared food, etc.
• 4) UNUSUAL COMPLAINTS- Guest may also complain about the bad weather, lack of public transportation. Hotel has little or no control over the circumstances surrounding such complaints.

7.SAFE DEPOSIT FACILITY

When guest makes request of depositing the valuables or cash, cashier puts them in envelope and seals it. Then it is put in safe box. The guest is given the receipt of the same. When guest wants it, he gives it to cashier, signs register and cashier return it back to the guest.

In large hotels double custody safe deposit lockers are installed in room right behind cash counter.

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Q.3. What do you understand by guest reservation? Draw a neat diagram of guest reservation form.

Ans. Reservation in hotel industry is defined as ‘blocking a particular type of guest room for a definite duration of time, for a particular guest. A reservation is a bilateral contract between the hotel and the guest according to which the hotel must provide the specific type of room to a guest and the guest should bear all relevant charges.

RESERVATION FORM:

       

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OR The reservation department plays an important role in increasing efficiency of the hotel. Elaborate.

Importance Of Reservation For Hotel

• Reservation is very important for hotel as it gives the hotel time to plan the activity and action for a guest who would arrive to hotel, hotel can look for a right room which matches the requirement of the guest, which must be suitableaccording to guest need.
• Necessary arrangements like cleaning of room, special arrangements like flowers, slippers etc can be done in advance.
• Hotel can forecast future revenue that would be generated and can take necessary action for improvement as well so as to maximize revenue.
• Hotel can schedule their staff needs more accurately to avoid any chaos due to inadequate staff availability at time.
• Provides customers for other departments.

Approximately 70% of total room revenue comes from reservation. Thus, it shows the importance of reservation.

Importance Of Reservation For Guest

• When a guest books the room in advance he/she is sure that when he/she will reach the hotel, there would be no disappointment of not finding a room available at the hotel. Assurance of accommodation is always there.
• Choice in the type of accommodation.

Q.4. Explain the flow of the registration process.

REGISTRATION PROCEDURE:  Registration of a guest is one of the most important processes of check-in activity. It is a mandatory requirement that all guests over the age of 16 years—whether ordinary or V.I.P.. Indian or foreigner. arriving in any hotel which may be small or large. categorized or uncategorized. one star or 5-star deluxe—must give basic information about them and fill up either a visitors’ register/hotel register (also called as Red Book/Form) or a card called as O.R. Card (Guest Registration Card). The guest is required to fill up the register or card in his own handwriting and sign it. This process of filling up the register/card by the guest and signing of it is called registration.

By signing this document the guest gives his consent that he has understood and would abide by the rules and regulation of the hotel and it also becomes a proof of his stay at the hotel. It is mandatory to store this document for at least six months even after the departure of the guest. On request. this card should be produced to the government authorities such as police. etc. during or after the stay of guest in the hotel. Registration process protects the interest of both the hotel and the guest. To save time and to spare the VIPs and SPATTa etc. from standing and filling up the document at the counter, hotels these days pre-register all VIPs. SPATTs. DGs, frequent visitors, guests with reservation, groups and airlines crews. All they have to do simply is to sign the document at the time of arrival as all other details have already been filled in by the reservation department or by the receptionist in advance.

OR What is registration? Draw a registration form.

Guest registration is nothing but recording the guest’s information for official purposes. At the time of reservation, the front office staff asks the guests to enter their personal information on the GRC.

Registration activity is mandatory for both; the guest with reserved accommodation as well as for the walk-in guest. During registration, the guest is required to enter important information on the GRC such as guest name, contact number, purpose of stay at the hotel, and passport and visa details in case of foreign guest. It is the responsibility of the front office staff not to reveal the guest information to unauthorized persons.

                                                             REGISTRATION FORM:

                       

Q.5. Explain the utility of ‘C’ form.

Ans. A ‘C’ form is a legal document. It is also called as Hotel Arrival Report and is to be completed for foreign guest coming to the hotel. It is to be filled for all foreign nationals except for Nepalese. NRIs with green cards don’t have to fill this ‘C’ form while NRIs who are holding passport of other countries have to fill up this card. Children up to the age of 16 years are exempted from filling ‘C’ form. In case the stay exceeds more than 180 days residential permits are issued. Two copies of ‘C’ form are made, one is sent to FRRO and other remains as office copy with hotel. An entry to the effect is also made in the foreigners register. FRRO are situated only in metropolitan cities while in other small cities the superintendent of police acts as foreigners registration officer. Apart from these there are two separate branches for foreigners—LIU (Local Intelligence Unit) and DIB (District Intelligence Bureau). Diplomats are exempted from filling the ‘C’ form.

Forms of Pakistan nationals go directly to a special branch of FRRO called Pakistan cell. A Pakistani after reaching India has to report in person to the office within 24 hours. A Pakistani form should reach the Pakistani cell within 12 hours of his arrival at the hotel while the form of other foreigners has to reach within 24 hours of their arrival at the hotel. A Pakistani is issued visa for one destination only and for a fixed time only and for going to other cities he has to obtain permission from FRRO. In case the Hotel fails to send the ‘C’ form to FRRO within 24 hours, the hotel management shall be penalized with up to 5 years of imprisonment and a tine of Rs 200,000/-. A foreigner who wishes to stay in India after his initial stay of 180 days shall have to go to the FRRO and apply for registration certificate within one week (after the expiry of I 80days). A disembarkation card (‘D’ form) is sent by the airport authorities (immigration department of FRRO) to the arriving foreign travellers. The ‘C’ form is deposited on the same day to the FRRO. A summary of all ‘C’ forms, prepared by the office staff is sent to FRRO through a bell boy who will obtain a receipt of delivery.

Q.6. List possible causes of guest complaints. How these are handled by front office assistant?

Possible causes of guest complaints are:

1. Cleanliness: This applies across the property, to the rooms, the restaurants, the grounds, and more. Clientele expect impeccably cleaned and maintained areas no matter where they are on the property.
2. Timeliness: This is another area that needs to be as efficient as possible. Check in for the room, time waiting in the spa, or the ability to receive a beverage within moments after being seated in the restaurant all need to happen in an instant.  Finding ways to increase efficiencies by way of training and review of current processes is an integral part of success to your property.
3. Food Quality: Guests love to try new cuisine when traveling and they expect creative, fresh, and tasty options when they choose to dine on property instead of venturing out into the town. Providing them with innovative cuisine and cocktails is one thing, but delivering on the highest quality of ingredients with a focus on local products is a great way to capture the attention of your guests and even the locals in the area.
4. Bed Type and Comfort: Although a comfy bed was probably always important to guests, in the past 10 years there has been a surge of guests on a “comfort quest.” Hotels are continually striving to give their guests a more restful sleep than they get at home. And now with the ability for guests to purchase the same style beds for their homes, there is even more reason to want to leave a lasting, dreamy impression.
5. View: Would you rather look at the ocean or the dumpster? Ocean please. Unfortunately, it’s not always possible to have all four sides of the hotel facing paradise, but hotels can think about ways to increase the visual interest of some of those less than perfect areas. Rooftop garden or an impromptu cocktail area maybe?
6. Value: Guests are continually asking themselves, “Did I get my money’s worth?” Hill noted that people will pay over $900/night for a room, but they expect the room and the service of it to be perfect. The guest needs to feel that every penny was well spent. Adding little personal touches in the room, such as a handwritten note at turndown, can really go a long way.
7. Room Amenities:  Not only does the room need to be clean, but everything in it needs to be working perfectly. The shower pressure should not be too soft, the room temperature upon entering should not be sweltering, and the sheets should be worth cuddling all night long with. Extra care and attention to making sure all of these room amenities are in tip top shape will leave a lasting impression.
8. Wifi: Guests have many demands that require them to be well connected at all times. They want wifi available on every inch of the property, and for a reasonable or free cost. Finding ways to maximize connectivity and providing business essentials will keep guests productive and happy.
9. Service: Staying at a hotel is still considered luxury for many people and guests don’t want to have to think for themselves. Anticipating needs goes a long way. For instance, when offering a guest an off property dinner option, providing the menu and directions to the restaurant provides above and beyond service. Or noting in a file what a guest likes or dislikes can really elevate and personalize their repeat experiences.
10. Convenience: Is your property easy to get to? Is it easy to get around on property, or is the gym hiding in the basement through the dark hallway? Is your property close to attractions and interesting things to do? While you can’t necessarily pick up your hotel and move it, your property can offer services to help your guests. Readily available taxis, shuttle service to fun locations, or organized trips can make any stay more convenient.

STEPS FOR HANDLING COMPLAINTS

1) Identifying complaints: The most frequent guest complaint can be identified by:

• Front desk log book
• Comments card
• Mailing to guest after departure
• Taking feedback while interacting questionnaire

2) Handling Complaints:

Guidelines or handling complaints:

1) LISTEN CAREFULLY- If you are in a doubt about the specific problem o the guest, then do not guess his problem but clarify it by asking and understand the nature of the problem.

2) THINK WHAT THE GUEST WANTS- When a guest complaints he might tell so many things to you therefore you should try to get important message from the guest and find out the real cause.

3) ACT IMMEDIATELY- Take immediate action and do something in front of guest so that he feels that care has been taken in his case.

4) FOLLOW UP- Merely taking an action is not sufficient so follow up action with other departments is necessary.

5) NO FALSE PROMISE- It is very dangerous to make false promise, if you can’t carry out, than do not promise otherwise you may lose not one guest but many.

6) ASK SENIORS- If you feel you can’t solve the problem ask your seniors to help you.

FOLLOW UP PROCEDURE

Management may use the front desk log book to initiate corrective action, verify that complaints have been solved and identified recurring problems. These comprehensive written records may also enable management to contact guest who are still dissatisfied at check out. A letter from FO manager expressing regret about the incident is usually sufficient to promote goodwill and demonstrate concern for guest satisfaction. Some managers may telephone checked out guests to get a more complete picture of the incident depending on its significant.

Q.7. Explain the procedure of mail delivery in a hotel.

 MAIL HANDLING

The term mail handling covers both incoming and outgoing mail.

INCOMING MAILS

As per the policy of the hotel, the incoming mails may be received by the bell desk or the informational. Incoming mails can be divided into:

• 1) Mails for the guest
• 2) Mails for the staff
• 3) Mails for the management

OUTGOING MAILS

The outgoing mails can be of two types:

1) In house guest Mail
2) Mail of hotel staff and management.

1) INHOUSE GUEST MAIL:

In case a guest wishes to send a mail or package through front office then normally this is done by the bell captain who weighs it , put appropriate value postage stamp on it and post it on behalf of the guest. A (visitors paid out) voucher is made for the same and guest sign is obtained on it and then finally posted in guest folio or room account. To keep a record of all the postage used in the hotel they used postage book. Franking machine for stamping the envelope can also be used by the hotel.

2) Hotel Staff mail & Concerning Management:

The hotel staff is usually not encouraged to send mail through hotel. But an official mail can be sent by the particular department maintaining all necessary records.

Mails for the guest can be further divided in the following heads:

(i) In-house guest mail handling: In case the key of the room of the in-house guest is in keys mail rack i.e. in the pigeon hole (which means the guest is not in the mom), the in-house guest mail is put in the key and mail rack and is delivered to him along with his room key when he comes to the counter. In case he is in the room, he is intimated about his mail and if he so desires a bellboy takes his mall to his room. Before entering he knocks at the door and enters only when allowed. Sometimes the guest may go out of his room without leaving the key on the counter. In such cases a mail advise slip is put on the key knob of door so that if he goes to room directly he would know about the mail which the hotel has received in his absence. These days hotels use message light on the telephone or on the door and also computers an used for this purpose in some hotels.

(ii) Checked-out guest: The mail of the checked-out guest is checked with the forwarding instruction and mail is forwarded according to the instructions left by the check-out guest and appropriate entries are made on the mail forwarding address slip.

(iii) Awaited arrivals : Mail of such guests is marked with the date of arrival and kept in the ‘hold mail’ rack. This information is then marked on advance reservation slip / movement list or is fed in computer. On the night before the arrival date the expected arrival guest mail, along with the reservation record is sent to the front desk. When the guest arrives the mail is handed over to him at the time of registration. The awaited mail is retained for a period of one month only. After the expiry of that date it is sent back to the sender. At times the hotel may also receive registered/recorded mail such as letters, packages and parcels etc. for the guest Since there is a record maintained by the hotel of all such mails at the time of receiving, it is important that it should be delivered urgently to the guest and acknowledgment taken.

Q.8. Why is inter-departmental co-ordination necessary in hotels?

One of the more important forms of organizational communication is inter-departmental co-ordination, the Institute for Public Relations notes. The importance of co-ordination between different departments in an organization becomes most evident when that communication breaks down. Implementing policies to strengthen inter-departmental communication help to underscore its importance and maintain an efficient flow of information. some major points to be considred which shows why co-ordination is important:

• Building Trust
• Better Customer Service
• Increased Efficiency
• Conflict Avoidance

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 providing guest services. Each of the departments has a unique communication link with the front office staff.

1. Housekeeping: As room generates maximum revenue for hotels, the information about the room status should be updated correctly and frequently. The housekeeping department prepares an occupancy report, which is sent to the front office department where it is tallied with room status record of front desk. It is helps in :

• Update the room status.
• Find sleepers (Guest checked out but showing occupied in front office room status.
• Know as the exact house count.
• Charge the guest if an extra person has occupied the room.
• Co-ordinates in the guest room change.

• Security Concerns: The housekeeping personnel should inform the front office about any unusual circumstances that may indicate a violation of security for the hotel guest.
• Special Arrangement: Guest may request for additional or special amenities during their stay like blanket, towel, soap, shampoo, etc. When such request is received at the front desk, they should be immediately conveyed to the housekeeping department.

2. Food & Beverage Department: The front office department informs about the arrival &

departure of guest which helps them to plan their work schedule and staff requirement.

• Setting up bars in VIP rooms.
• Special arrangements like cookies, fruit basket and assorted dry fruits.
• In house and expected VIPs and corporate guest.
• In house expected groups
• In house and expected crews.
• Groups and guest with booking of specific meal plans.

3. Sales & marketing Department:

• Guest history.
• Room reservation record.
• Current room availability status.
• Group, corporate, and crew bookings.
• Setting the transient and bulk room sales.

4. Engineering & maintenance:

• For proper upkeep of the equipments and system installed in the hotel.
• Inform the maintenance about any repair work required in guest room.

5. Security: When a guest has security concern like fire, robbery, theft, and any other

emergency, the front desk should explain the emergency procedure to the guest while calling security personnel to resolve the problem.

6. Finance Controller: The front desk provides a daily summary of the financial transaction after night auditing to the finance controller. It helps in marketing budget and allocates resources for the current financial period.

7. Human Resources: The front desk informs the H.R department about its requirements of

• New Staff
• Training requirements for new staff.
• Refreshers training for the existing staff.
• Cross training requirements.

The H.R department works in close coordination with the front office department to procure quality personnel for the front desk and to impart training to the employees to keep them up-to date with the latest happening in the hotel industry.

8. Banquets: Coordinates with banquet for putting information on bulletin and placing directional signals for particular function. Receives the function prospectus so as to be updated what is going on in the hotel.

Q.9. Differentiate between:

(a) Upselling and discounts

Upselling

Discounting.

The word up selling is basically means to describe the activity of the front desk staff is being able to sell a higher priced room to a guest who might have come with a concept of hiring a comparatively a lower category room. It is also called as sell high where a good receptionist with the ability of being a good salesman can persuade a prospective buyer to buy a higher priced room by projecting the features of the room in such a way that the prospective buyer is allured to buy the proposed accommodation without raising many queries. Thus up selling the customer refers to the situation when we are selling something more expensive then what he initially planned for. Up selling is also called suggestive selling. The role of receptionist is very important. Up selling is an art and skill of good salesmanship.

The word discounts means deduction from nominal value or price of anything for payment before it is due or for prompt payment. Discounts rates are of many types are offered to achieve maximum occupancy and ultimately maximum profits. The main aim of variance in the room rate from the rack rate i.e. discounting is to get more business and to make the product as closely as possible to the needs of the prospective buyer for e.g. to attract more business from companies and corporate offices the hotel may offer a specific percentage of discount may be given to travel agent for providing group business to the hotel. The front office must be made aware and briefed about various categories of tariffs to enable them to identify as to whom to be is offered what rate when they come to hotel. The principle of giving discount is same in all cases .Organisation which give the most of business to the hotel are given discount.

(b) Affiliated and non-affiliated reservation system

Affiliated reservation system	Non-affiliated reservation system
Hotel chain reservation system  Streamline the processing of reservations  Reduce overall cost  Attract and refer business  Information sharing	Used by independent hotel operators  Only accept a limited number of hotels in geographical area Deals directly with public via toll-free numbers Charge a flat fee for communications equipment and an additional fee for each reservation transaction they process.

Q.10. Define the following in one or two sentences:

(a) CRS

CRS or central reservation system is a computerized system that revolves around storage and distribution of information concerning resorts, hotels and host of lodging facilities.

(b) GDS

GDS stands for Global Distribution System. It is a large computer network that passes inventory and rates for hotels to travel agents and travel sites. It is also used by other travel segments such as rental cars and airlines.

(c) Intersell Agency

An Intersell agency is a central reservation system that contracts to handle more than one product line. Intersell agencies typically handle reservation services for airline companies, car rental companies, and hotel properties – a “one call does it all” approach.

(d) No-show

If a guest fails to arrive on a certain date to fulfil a booking (as all so often happens!) and does not cancel; that does not necessarily mean the hotel will lose money. Hotels can cover themselves for this eventuality by integrating into their pricing structure something called a No-Show fee. 

(e) Overbooking

Overbooking is a situation when the total number of rooms reserved for a certain period of time exceeds the total number of rooms available for sale for the same period. Overbooking for hotels is a revenue management strategy that helps to maximize the total capacity and increase the Room revenue.

(f) Overstay

A guest who remains at the property after his or her stated departure date.

(g) Understay:

A guest who checks out before his or her stated departure date

(h) Amendment

An amendment is a formal or official change made to a law, contract, constitution, or other legal documents. It is based on the verb to amend, which means to change for better. Amendments can add, remove, or update parts of these agreements.

(i) SOP

A Standard Operating Procedure (SOP) is a set of written instructions that document a routine or repetitive activity followed by a Hotel. SOP helps in maintaining quality and consistency of service and standards in your hotel.

(j) Travel Agencies

A travel agency is a private retailer or public service that provides travel and tourism-related services to the public on behalf of suppliers such as activities, airlines, car rentals, cruise lines, hotels, railways, travel insurance, and package tours.