Front Office Operations
,This book is a part of the course by Jaipur National University, Jaipur.
This book contains the course content for Front Office Operations.
JNU, Jaipur
First Edition 2013
The content in the book is copyright of JNU. All rights reserved.
No part of the content may in any form or by any electronic, mechanical, photocopying, recording, or any other
means be reproduced, stored in a retrieval system or be broadcast or transmitted without the prior permission of
the publisher.
JNU makes reasonable endeavours to ensure content is current and accurate. JNU reserves the right to alter the
content whenever the need arises, and to vary it at any time without prior notice.
,Index
I. Content....................................................................... II
II. List of Figures...........................................................VI
III. List of Tables......................................................... VII
IV. Abbreviations.......................................................VIII
V. Case Study.............................................................. 124
VI. Bibliography.......................................................... 127
VII. Self Assessment Answers................................... 130
Book at a Glance
I/JNU OLE
, Contents
Chapter I........................................................................................................................................................ 1
Front Office Management............................................................................................................................ 1
Aim................................................................................................................................................................. 1
Objectives ...................................................................................................................................................... 1
Learning outcome........................................................................................................................................... 1
1.1 Introduction . ............................................................................................................................................ 2
1.2 Front Office Functions.............................................................................................................................. 2
1.2.1 Front of the House Operations . ............................................................................................... 2
1.2.2 Back of the House Operations.................................................................................................. 2
1.3 Front Office: Organisational Structure..................................................................................................... 3
1.4 Front Office Management Components.................................................................................................... 4
1.5 Organisation of the Front Office Department........................................................................................... 5
1.6 The Front Office Staff............................................................................................................................... 7
1.7 Qualities of Front Office Staff ................................................................................................................. 9
1.8 Communication in Hotel......................................................................................................................... 10
1.8.1 Front Office Interaction with Other Departments in the Hotel............................................... 10
1.8.2 The Role of Total Quality Management in Effective Communication................................... 14
1.9 Role of Public Relation Officer.............................................................................................................. 15
1.9.1 Skills of Pubic Relation Officer:............................................................................................. 16
1.9.2 Duties and Responsibilities: .................................................................................................. 16
1.10 Information Management Process ....................................................................................................... 17
1.10.1 The Data Repository............................................................................................................. 17
1.10.2 Front Office and Back Office Applications ......................................................................... 17
Summary .................................................................................................................................................... 19
References.................................................................................................................................................... 19
Recommended Reading.............................................................................................................................. 19
Self Assessment . ......................................................................................................................................... 20
Chapter II ................................................................................................................................................... 22
Reservations................................................................................................................................................. 22
Aim............................................................................................................................................................... 22
Objectives..................................................................................................................................................... 22
Learning outcome......................................................................................................................................... 22
2.1 Introduction............................................................................................................................................. 23
2.1.1 Importance of a Reservation System...................................................................................... 24
2.1.2 Role of the Internet in Securing Reservations........................................................................ 24
2.1.3 Sources of Reservations.......................................................................................................... 25
2.1.4 Reservation Terminology........................................................................................................ 27
2.2 Reservation Methods.............................................................................................................................. 28
2.2.1 Types of Reservation System.................................................................................................. 28
2.2.2 Accepting or Denying Reservation......................................................................................... 29
2.2.3 Generating Reservation Reports............................................................................................. 29
2.2.4 Managing Reservations........................................................................................................... 30
2.3 Reservation Enquiry................................................................................................................................ 30
2.4 Types of Reservations............................................................................................................................. 30
2.4.1 Advanced Reservations........................................................................................................... 30
2.4.2 Confirmed Reservations......................................................................................................... 31
2.4.3 Guaranteed Reservations........................................................................................................ 31
2.4.4 Group Reservation.................................................................................................................. 31
2.5 Forecasting Reservations........................................................................................................................ 32
2.6 Overbooking Management...................................................................................................................... 33
2.7 Processing Guest Reservations............................................................................................................... 34
2.8 Reservation Availability.......................................................................................................................... 35
II/JNU OLE
,This book is a part of the course by Jaipur National University, Jaipur.
This book contains the course content for Front Office Operations.
JNU, Jaipur
First Edition 2013
The content in the book is copyright of JNU. All rights reserved.
No part of the content may in any form or by any electronic, mechanical, photocopying, recording, or any other
means be reproduced, stored in a retrieval system or be broadcast or transmitted without the prior permission of
the publisher.
JNU makes reasonable endeavours to ensure content is current and accurate. JNU reserves the right to alter the
content whenever the need arises, and to vary it at any time without prior notice.
,Index
I. Content....................................................................... II
II. List of Figures...........................................................VI
III. List of Tables......................................................... VII
IV. Abbreviations.......................................................VIII
V. Case Study.............................................................. 124
VI. Bibliography.......................................................... 127
VII. Self Assessment Answers................................... 130
Book at a Glance
I/JNU OLE
, Contents
Chapter I........................................................................................................................................................ 1
Front Office Management............................................................................................................................ 1
Aim................................................................................................................................................................. 1
Objectives ...................................................................................................................................................... 1
Learning outcome........................................................................................................................................... 1
1.1 Introduction . ............................................................................................................................................ 2
1.2 Front Office Functions.............................................................................................................................. 2
1.2.1 Front of the House Operations . ............................................................................................... 2
1.2.2 Back of the House Operations.................................................................................................. 2
1.3 Front Office: Organisational Structure..................................................................................................... 3
1.4 Front Office Management Components.................................................................................................... 4
1.5 Organisation of the Front Office Department........................................................................................... 5
1.6 The Front Office Staff............................................................................................................................... 7
1.7 Qualities of Front Office Staff ................................................................................................................. 9
1.8 Communication in Hotel......................................................................................................................... 10
1.8.1 Front Office Interaction with Other Departments in the Hotel............................................... 10
1.8.2 The Role of Total Quality Management in Effective Communication................................... 14
1.9 Role of Public Relation Officer.............................................................................................................. 15
1.9.1 Skills of Pubic Relation Officer:............................................................................................. 16
1.9.2 Duties and Responsibilities: .................................................................................................. 16
1.10 Information Management Process ....................................................................................................... 17
1.10.1 The Data Repository............................................................................................................. 17
1.10.2 Front Office and Back Office Applications ......................................................................... 17
Summary .................................................................................................................................................... 19
References.................................................................................................................................................... 19
Recommended Reading.............................................................................................................................. 19
Self Assessment . ......................................................................................................................................... 20
Chapter II ................................................................................................................................................... 22
Reservations................................................................................................................................................. 22
Aim............................................................................................................................................................... 22
Objectives..................................................................................................................................................... 22
Learning outcome......................................................................................................................................... 22
2.1 Introduction............................................................................................................................................. 23
2.1.1 Importance of a Reservation System...................................................................................... 24
2.1.2 Role of the Internet in Securing Reservations........................................................................ 24
2.1.3 Sources of Reservations.......................................................................................................... 25
2.1.4 Reservation Terminology........................................................................................................ 27
2.2 Reservation Methods.............................................................................................................................. 28
2.2.1 Types of Reservation System.................................................................................................. 28
2.2.2 Accepting or Denying Reservation......................................................................................... 29
2.2.3 Generating Reservation Reports............................................................................................. 29
2.2.4 Managing Reservations........................................................................................................... 30
2.3 Reservation Enquiry................................................................................................................................ 30
2.4 Types of Reservations............................................................................................................................. 30
2.4.1 Advanced Reservations........................................................................................................... 30
2.4.2 Confirmed Reservations......................................................................................................... 31
2.4.3 Guaranteed Reservations........................................................................................................ 31
2.4.4 Group Reservation.................................................................................................................. 31
2.5 Forecasting Reservations........................................................................................................................ 32
2.6 Overbooking Management...................................................................................................................... 33
2.7 Processing Guest Reservations............................................................................................................... 34
2.8 Reservation Availability.......................................................................................................................... 35
II/JNU OLE
