Front office management

HANOI OPEN UNIVERSITY
FACULTY OF TOURISM
---***---

FRONT OFFICE
MANAGEMENT

Credit: 3
Lecturer: Ms. Tran Thu Phuong

(FOR INTERNAL USE ONLY)

Hanoi - 2019


Front Office Management

CONTENT

Chapter 1

INTRODUCTION TO
FRONT OFFICE MANAGEMENT

Chapter 2

PLANNING AT FRONT OFICE

Chapter 3

ORGANIZING AT FRONT OFFICE

Chapter 4

EVALUATING FRONT OFFICE OPERATIONS

Chapter 5

PROBLEM SOLVING AT FRONT OFFICE

Chapter 6

REVENUE MANAGEMENT AT FRONT OFFICE

~~*~~

Hanoi Open University – Faculty of Tourism

1


Front Office Management

CHAPTER 1
INTRODUCTION TO FRONT OFFICE MANAGEMENT

Objectives
Ø List the importance of Front Office department
Ø Explain the organization charts of Front Office department
Ø Explain the interaction of Front Office with guests and other
departments

Ø List management functions in general and at Front Office
particularly
Ø Explain skills needed by a Front Office Manager
Ø Explain responsibilities and duties of a Front Office manager

Hanoi Open University – Faculty of Tourism

2


Front Office Management

1. Introduction to Front Office department
1.1. Importance of Front Office department
Front Office department plays a key role in the smooth functioning of
different processes in a hotel. Out of all the different departments in a hotel, Front
Office department plays a crucial role for the simple reason that it is the very face
of the hotel. Although, all organizations have front desk in their offices to
welcome the guests, but in hotels the role and responsibility of front desk
management becomes more valuable. Consequently, this needs to be organized
well to impress the guests.
A hotel is a multi-faceted entity. It has numerous departments and each
one has its own prominent role to play. Front Office acts as a coordinating center
among different departments: housekeeping, marketing, food and beverage, etc.
Undoubtedly, Front Office operations form an important part of the hotel
management curriculum. Without well-planned Front Office operations, it will be
very difficult for a hotel to operate and serve its guests well. Without a good Front
Office department, the operations in a hotel will be thrown out of gear. The
synchronization between other departments will be disrupted and running the
hotel will become an arduous task. Therefore, the importance of well-functioning

Front Office department in a good hotel can never be denied.
Front Office plays an essential role in delivering the hotel to its guests. It
sets the stage for a pleasant or unpleasant visit. Guests, often in an unfamiliar
setting and anxious to proceed with their business or vacation plans, are eager to
learn who, what, when, where and how the new environment is. Requests for
information often begin with the door person, bell person, switchboard operator,
front desk agent, cashier, or concierge, because these employees are the most
visible to guests and are perceived to be the most knowledgeable about the
place. These employees are believed to have their finger on the pulse of the
organization and the community. Their responses to guests’ requests for
information on public transportation, location of hotel facilities, special events in
the community, and the like indicate how well the hotel has prepared Front Office
staff for this important role.
Hanoi Open University – Faculty of Tourism

3


Front Office Management

Accordingly, Front Office staff must take an active role in gathering
information that will be of interest to guests. They must also be active in
developing procedures for Front Office to expend this information.
1.2. The major functions of Front Office department
Front office department includes:
• Front Desk
• Uniformed services
• Concierges
• Front Office Accounting System
• Private Branch Exchange (PBX), a private telephone network used within

an organization
The major functions conducted by Front Office department related to
guests are:
a) Conduct reservation, registration, room & rate assignment uniformed
guest services and update room status
b) Maintain & settle guest accounts
c) Create guest history records
d) Develop & maintain a comprehensive database of guest information
e) Coordinate Guest Services
• The sole priority of Front Office Department shall be ensuring Guest
Satisfaction, which happens when guest expectations match what the
hotel provides.
• In order to achieve Guest Satisfaction, Front Office department shall have
to prepare:
– Carefully-designed Front Office organization chart
– Comprehensive goals, strategies and tactics
– Planned work shifts
– Well-designed job descriptions
– Well-designed job specifications.
Hanoi Open University – Faculty of Tourism

4


Front Office Management

1.3 Operation of Front Office department
1.3.1. Organization chart
The Front Office organization chart shall be designed according to
functions. Doing so not only enhances the control the Front Office has over its

operations, but also provides guests with more specialized attention. Such a
division according to functions, however, is not practical in middle and small
sized hotels due to the fact that these hotels don't possess enough and sufficient
monetary resources to ensure the existence of at least 3 jobholders (i.e. one for
each shift) for each job position. Therefore, in middle sized hotels, a Front Office
clerk might be responsible for more than one work position. This is ensured via cross
training. On the other hand, in small sized hotels, one or two Front Office clerk(s)
might be responsible for all Front Office activities.

Figure 1 - Sample of full-service hotel’s Front Office organizational chart
Source: [9,8]

Hanoi Open University – Faculty of Tourism

5


Front Office Management

Front office department manager heads the team of staff working on various
activities and responsibilities in the front office department. Few prominent
activities that the front office staff is involved in are:
• Reservation: It includes handling request of customers for reserving
accommodations.
• Reception: It includes receiving the guests according to the highest standards
and registering them appropriately. It also includes bidding the guests off.
• Guest Services: They are also known as Uniformed Services. It includes
personalized guest services such as:
Handling guest luggage. o Handling guest mail.
o Delivering newspapers in accommodations.

o Paging the guest inside the hotel (locating the guest in the hotel).
o Arranging for a doctor in emergency.
o Parking guest’s automobiles.
o Arranging for reservations at the places of entertainment outside the hotel.
• Accounts: It mainly includes a front office cashier and a Night Auditor. The
cashier is responsible for handling guest payments. He typically reports to the
accounts manager rather than the front office manager.
The night auditor performs the duties of front desk reception as well as
accounting partly during the night shift. He needs to report to the heads of both
departments, front office, and accounting.
• Communication: It involves handling communication among various other
departments and guests of the hotel. [9, 8-9]
Other organizational charts may include different names for those
functions, for example

Hanoi Open University – Faculty of Tourism

6


Front Office Management

Figure 2 – Sample of full-service hotel’s Front Office organizational chart
Source: [10]

Accompanied with this chart are positions:

Figure 3 – Sample of full-service hotel’s Front Office organizational chart
Source: [10]

According

to

VTOS

(VIETNAM

TOURISM

OCCUPATIONAL

STANDARDS) for Front Office Operations 2015, typical jobs at FO include: Front
Office Manager, Front Desk Supervisor, Night Auditor, Receptionist, Front Office
Clerk/ Agent, Guest Services Officer, Telephone Operator, Concierge and Bell
Boy
Front Office Manager together with FO assistant manager, FO Supervisor
oversees all front office operations for the hotel. They manage staff, arrange
work schedules and implement policies or procedures that are administered by
hotel management.
Reservation Clerks communicate with guests via the telephone and Internet,
scheduling their stays and documenting any special needs they may have.

Hanoi Open University – Faculty of Tourism

7


Front Office Management

Front Desk Clerks or Guest Service Officers check in guests, assign rooms and
answer any basic questions or requests the guests may have throughout their
stay. At the end of the guests’ stay, a front desk clerk checks them out. In
addition, the clerk reports any concerns the guest had to management.
Hotel Bellhop/Bellboy or Porter greets guests once they checked into the hotel.
This individual carries the guests’ luggage while showing them to their room.
Ensuring that everything in the room is in order and properly working, the porter
checks room equipment, such as lighting and ventilation. He may also instruct
visitors in the operation of hotel systems, such as the television remote control
and telephones.
Concierge of a hotel is a front office professional who coordinates guests’
entertainments, travel and other activities. In addition, they may make restaurant
reservations, order transport and may even arrange personal shopping for the
guests. [6,14]

Front Office Manager

Desk clerks

Bell men

Figure 4 - Limited-service hotel’s Front Office organizational chart
1.3.2. Front-House Operations
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.
Hanoi Open University – Faculty of Tourism

8


Front Office Management

• Settling guest payment at the time of check-out. [10, 2]
1.3.3. Back-House Operations
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. [10,2-3]
1.4 Interaction of Front Office with other departments in a hotel
Front Office is the nerve center of a hotel property. Communication and
accounting are the most two important functions of Front Office operations.
Effective communications – with guests, employees and other departments
of the hotel – are principal in projecting a hospitable image. Answering guest

inquiries about hotel services and other guests, marketing and sales departments
requests for information on guest room availability and housekeeping department
inquiries concerning guest reservations are but a few of the routine tasks
performed almost constantly by a hotel Front Office in its role as communication
center.
Accounting procedures, involving charges to registered and nonregistered
hotel guest accounts, are also very important in the hospitality field. Itemized
charge are necessary to show a breakdown of charges if a guest questions a bill.
Services for which fees are charged are available 24 hours a day in a
hotel. Moreover, because guests may want to settle their account at any time of
the day; accounts must be current and accurate at all times. Keeping this data
organized is a top priority of a good Front Office management.

Hanoi Open University – Faculty of Tourism

9


Front Office Management

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 Front Office staff.
• Marketing and Sales Department
Marketing and Sales department relies on Front Office to provide data on
guest histories, details concerning each guest’s visit. Some of the information
gathered is based on zip code, frequency of visits, corporate association, special
needs, and reservation for sleeping rooms. It is also the Front Office’s job to

make a good first impression on the public, to convey messages, and to meet
requests of guests who are using the hotel for meetings, seminars, and
banquets.
• Housekeeping Department
Housekeeping and Front Office communicate with each other about
housekeeping room status, the report on the availability of the room for
immediate guest occupancy.
Housekeepers rely on the room sales projections to plan employees. Front
Office also relies on housekeeping personnel to report any unusual
circumstances that may indicate a violation of security for hotel guests.
Guest requests for additional or special amenities and guest room supplies
may be initiated at the front desk. The prompt relay of requests for extra
blankets, towels, soap, and shampoo to housekeeping is essential. This following
diagram shows the interaction of Front Office with other departments at its best.

Hanoi Open University – Faculty of Tourism

10


Front Office Management

Banquet
Marketing and Sales

Food and Beverage

Maintenance

FRONT OFFICE

Housekeeping

Controller

Security

Human Resource

Figure 5- Interaction of Front Office with other departments
• Food and Beverage Department
Communication between the Food and Beverage department and Front
Office is also essential. Some of this communication is conveyed by relaying
messages and providing accurate information on vouchers, which are forms used
to communicate a charge to a guest’s account. Communication activities also
include reporting predicted house count which Food and Beverage manager
relies on to schedule employees and predict sales.
• Banquet Department
Banquet department, which often combines the functions of a Marketing
and Sales department and a Food and Beverage department, requires Front
Office to relay information to guests about scheduled events.
Front Office staff may also provide labor to prepare the daily
announcement board. Since the majority of banquet guests may not be registered
guests in the hotel, Front Office provides a logical communication center.
• Controller
Controller relies on the Front Office staff to provide a daily summary of
financial transactions through a well-prepared night audit. This information is also
Hanoi Open University – Faculty of Tourism

11

Front Office Management

used to measure management ability to meet budget targets. Since the Front
Office provides the controller with financial data for billing and maintenance of
credit card ledgers, these two departments must relay payment and charges
through the posting machine or property management system.
• Maintenance Department
Maintenance department and Front Office communicate on room status
and requests for maintenance service. Similarly, the requests from guests for the
repair of heating, ventilation and air conditioning units, and other room furnishing
are directed to the front desk. These requests are then communicated to the
maintenance department. The front desk agent must keep track of the repair
schedules, as guests want to be informed when the repair will be made.
• Security Department
Communication between Security department and the Front Office is very
important in providing hospitality to guests. These departments work together
very closely in maintaining guest security.
• Human Resources Department
Human Resources department may rely on the Front Office staff to act as
an initial point of contact for potential employees in all departments.
They may even ask the Front Office to screen job candidates. Some
directors of human resources management depend on the front office to
distribute application forms and other personnel - related information to job
applicants. The potential employee may ask for directions to the personnel office
at the front desk.
FO contacts the HR department for employee training and induction
programs, salaries, leaves, dues, and appraisals.
2. Introduction to Front Office Management

2.1 Overview of management functions
The management include 7 specific functions:
• Planning
• Organizing
• Coordinating
Hanoi Open University – Faculty of Tourism

12


Front Office Management

• Staffing
• Leading
• Controlling
• Evaluating
These functions can be illustrated as in figure 4.
Initial
Activities
Planning

Pre-Operating
Activities

Operating
Activities

Appraisal
Activities

Organizing
Coordinating
Staffing

Leading
Controlling

Evaluating

Change in Procedures
Revision in Plans

Figure 6 - Overview of management process
2.2 Management functions at Front Office
The process of Front Office Management also consists of 7 management
functions:
Planning
Planning is probably the most important management function performed
in any business. Without competent planning, the Front Office would be chaotic.
No one would know what to do and when to do it. Without the direction and the
focus that planning provides, the Front Office Manager may become overly
involved with tasks that are unrelated or inconsistent with accomplishing the
department’s objectives. A Front Office Manager’s first step in planning what the
Front Office will accomplish is to define the department's general objectives as they
relate to the hotel's mission.
The Front Office Manager should use those general objectives as a guide
for planning more specific, measurable objectives. Planning also includes
determining the strategies and the tactics that will be used to attain the
objectives.
Organizing

Hanoi Open University – Faculty of Tourism

13


Front Office Management

Using the objectives as a guide, a Front Office Manager organizes the
department by dividing the work among Front Office staff. Work should be
distributed so that everyone gets a fair assignment and all work can be
completed in a timely manner (on time). Organizing includes determining the
order in which tasks are to be performed and establishing completion deadlines
for each group of tasks.
Coordinating
Coordinating involves bringing together and using the available resources
to attain planned objectives. A Front Office Manager must be able to coordinate
the efforts of many individuals working in the Rooms Division to ensure that the
work is performed efficiently, and on time. A manager’s ability to coordinate is
closely related to his or her other management skills, such as planning and
organizing.
Staffing
Staffing involves recruiting applicants and selecting those best qualified for
positions. Staffing also involves training and scheduling employees. Most Front
Office managers develop staffing guidelines to calculate the number of
employees required for meeting guest and operational needs.
Leading
For a Front Office manager, leadership involves overseeing, motivating,
training, disciplining, and setting an example for the Front Office staff. For
example, to direct the work of others, a Front Office manager must first analyze
the work to be done, organize the tasks in a logical order, and consider the

environment in which the tasks will be performed.
Controlling
Every Front Office has a system of internal control for protecting the assets
of the hotel. The control process ensures that the actual results of operations
closely match planned results. The Front Office manager also exercises a control
function when keeping Front Office operations on course in attaining planned
objectives.
Evaluating
Hanoi Open University – Faculty of Tourism

14


Front Office Management

Evaluating determines the degree to which planned objectives are, in fact,
attained. This task is frequently overlooked in many Front Office operations.
Evaluating also involves reviewing and, when necessary, revising or helping to
revise Front Office objectives.
The Front Office manager must have the art of stimulating a Front Office
staff member’s interest in a particular job, project, or subject to the extent that he
or she is challenged to be continuously attentive, observant, concerned and
committed. There are various motivational techniques: training, cross-training,
recognition, communication, incentive programmers, performance appraisals, and
staff empowerment.
3. The job of a Front Office manager
A Front Office Manager needs special competence based on VTOS 2015 as
shown in the table below:

Hanoi Open University – Faculty of Tourism

15


Front Office Management

Table 1 – List of units of competence for Front Office manager [6,20]
• CHAPTER SUMMARY
Among all the different departments in a hotel, Front Office department
plays a critical part for it is the very face of the hotel.
Without well-planned Front Office operations, it will be very difficult for a
hotel to operate and serve its guests well. Front Office staff interacts with all
departments of the hotel. These departments view the Front Office as a
communication connection in providing guest services. Each of the departments
has a unique communication link with Front Office staff.
The process of Front Office Management includes 7 functions: planning,
organizing, coordinating, staffing, leading, controlling, and evaluating.
The Front Office Manager is in charge of the Front Desk. The major
responsibilities of a Front Office manager includes reviewing the financial draft of
the night audit, a daily review of the financial accounting procedures at the Front
Office and other guest service areas during the previous 24-hour period and an
analysis of operating results; operating and monitoring the reservation system;
developing and operating an effective communication system with Front Office
staff and other department managers; supervising daily registrations and
checkouts; overseeing and developing employees; establishing in-house sales
programs at front desk clerks; preparing budgets and cost-control systems;
forecasting room sales; and maintaining business relationships with regular
corporate and community leaders. Apart from these things, a Front Office
manager has to complete detailed daily tasks to run Front Office operation
smoothly.

• EXERCISE
Which of the following statements are objectives, strategies and tactics.
Which ones fit together?
Hanoi Open University – Faculty of Tourism

16


Front Office Management

1. Do more advertising.
2. Offer a free meal at the hotel's restaurant for the next stay.
3. Reduce the number of guests' complaints by 20%.
4. Increase the volume of repeat guest business by 10%.
5. Buy one page to advertise in the Magazine "Traveler".
6. Provide a 2-day training workshop on "Satisfying your guest".
7. Give an incentive to come back
8. Increase the occupancy level by 2% above the previous year's level.
9. Improve guest service at front desk.
1. Objective:
2. Strategy:
3. Tactic:
4. Objective:
5. Strategy:
6. Tactic:
7. Objective:
8. Strategy:
9. Tactic:
Exercise 2:

Read the following hotel mission statement. Then create at least 3 groups of
Objective, Strategy and Tactics.
Hotel mission statement
“The mission of our hotel is to provide outstanding lodging facilities and
personalized service to our guests. Our hotel focuses on the leisure travel
market, including individual tourists and groups.

We emphasize high quality

standards for reasonable prices and good value. We provide a fair return on
Hanoi Open University – Faculty of Tourism

17


Front Office Management

investment for our owners and recognize that our success is built on well-trained
and motivated employees.”
~~*~~

Hanoi Open University – Faculty of Tourism

18


Front Office Management

CHAPTER 2
PLANNING AT FRONT OFFICE

Objectives
Ø Explain importance of creating policies, procedures and forms at

Front Office
Ø List some policies, procedures and forms at Front Office
Ø Explain some considerations when creating policies, procedures
and forms at Front Office
Ø List the importance of budgeting Front Office operations
Ø Explain budgeting at Front Office
Ø Present some considerations when budgeting Front Office
operations
Ø Explain importance of forecasting room availability
Ø List information and data needed for forecasting room availability
Ø Calculate data needed for forecasting room availability
Ø Forecast room availability
Ø Present some considerations when forecasting room availability

Hanoi Open University – Faculty of Tourism

19


Front Office Management

1. Preparing FO physical set up
FO physical set up often include a Front desk, a bell service counter, a customer
service counter or on some hotel it has an area for business center and even a
travel desk. The travel desk can sometimes be outsourced.
In this range, the physical set up for Front Desk or so-called reception counter

will be discussed in detailed. The front desk is the place where the guests
temporarily await to find a room when checking in or to clear their bill when
checking out. Hence, it needs to be positioned appropriately so that the staff and
the guests can use them conveniently. The front desk needs to be:
• Positioned at an adequate height and reach.
• An adequately lit-up area.
• Aesthetically furnished.
• Preferably near the hotel lobby and lift.
• Preferably near the sitting area.
• Wide enough to make the staff member communicate with the guests
across the desk.
Besides, the front desk should be fancy and at the same time convenient for
users, always clean, durable, and elegant.
Front desk from the inside includes mass of cabinets and shelves with
documents, necessary electronics, monitoring preview, computers, printers,
lockers, money boxes, deposit safe, payment terminal, first aid kit, trays leaflets
promoting additional hotel services, maps and guidebooks around the area,
description of attractions, and many other things. If the hotel uses traditional keys
instead of coded magnetic cards, one of the most important elements of the
reception equipment is the key cabinet.
The reception equipment or machines may vary in different hotels, but it often
includes: Computer, copier, fax machine, printer, telephone, webcam, walkie
talkie, POS, calculator, currency counter/ note counting machine.
Other equipment may consist of safety deposit, lamp, shelves, clock, stand
calendar, reception counter, dustbin etc.

Hanoi Open University – Faculty of Tourism

20

Front Office Management

Stationery includes a variety of printer paper, notepads and scrap paper as well
as envelopes of all sizes, folders, pens, pencils, correction pens, highlighters,
rulers, staplers, notebooks, pen knives, scissors, clear bags, paperclips, tape,
hole punch and other miscellaneous supplies.

Picture 1 – Illustration of a hotel front desk [11]

2. Calculating number of FO staff
The amount of the staff engaged in hotel activity generally and at Front Office
particularly largely depends on the status of the hotel. According to the
recommendations of the World Tourism Organization, the optimum number of
staff per 10 rooms in three star hotel – 8 person, in four star hotel – 12 person, in
5 star hotel – 20 person. However, in fact the real number can be much reduced
to save cost in some lodgings.
When calculating number of FO staff, FOM has to take in to account several
elements: The average output quota, the total number of days off, and
occupancy rate.
The average output quota for FO staff is varied based on the rank of the hotel,
which can run from 25 to 50 guests per working day.
Hanoi Open University – Faculty of Tourism

21


Front Office Management

In Vietnam, the total days off based on the national holidays (10 days) and

permitted days off (12 days) excluding maternity leave (6 months), funeral of
intimate family members (3 days), marriage (3 days) etc.
The formula is:
-

Number of FO staff/shift (S)
S = Total room inventory : Output quota per shift

-

Number of FO staff/day (D) given that the hotel has 4 shifts
D=4xS

-

Total days off of FO staff in a year (O) given that there are 22 days off per
year
O = D x 22

-

Number of FO staff needed to fill the days off (F)
F = O : (365 – 22)

-

Number of FO staff needed:
= (D + F) X Occupancy rate

Example:

X hotel has 300 rooms. The output quota is 30 guests per shift. The average
occupancy rate is 60%. Calculate the FO staff X hotel needs?
3. Creating Standard Operating Procedures (SOPs), policies and forms at
Front Office
3.1. The importance of creating policies, procedures and forms at Front Office
A standard operating procedure (SOP) is a set of step-by-step instructions
compiled by an organization to help workers carry out complex routine
operations. SOPs aim to achieve efficiency, quality output and uniformity of
performance, while reducing miscommunication and failure to comply with
industry regulations.
The important task of writing policies and procedures gets the respect it deserves
at Front Office where there are lots of tasks and interactions with guests as well
as with other departments. Good procedures and work instructions provide a way
to communicate and apply consistent standards and practices within Front Office.
Hanoi Open University – Faculty of Tourism

22


Front Office Management

Good policies and procedures: save time and mistakes, reduce training costs,
ensure consistent results, empower the workforce, support quality goals. While
bad policies and procedures, can be as disastrous as no procedures at all: cause
errors and frustration, increase training costs, waste time and money, detract
from quality goals. In general, creating policies, procedures and forms at Front
Office are of great importance.
3.1.1 Improvement of staff’s performance
Well-written policies, SOPs and forms make it easier for employees at Front
Office to do their jobs. They don't have to guess how a task is done or what kind

of information they have to ask for when taking reservations for example because
they can follow a set policies, procedure and forms. Through a standard routine,
employees enjoy more predictability in their jobs and can improve their skills on
each task to raise their overall performance.
3.1.2 Quality control
A hotel’s guest can depend on service to be of a certain minimum quality. SOPs,
policies and forms help Front Office reduce the errors, or variations, that occur in
the duplication of a service.
3.1.3 Performance management
Establishing SOPs, policies and forms at Front Office makes it easier to conduct
employee performance appraisals, especially SOPs. A Front Office manager can
write each employee's job description as a collection of key SOPs, then give the
employee a target level of outputs for each SOP in her/his job description.
Although an employee's performance appraisal does not have to include all
procedures that she performs, a Front Office manager can select the procedures
most crucial to her job or to the hotel’s bottom line. It is also easy to compare the
performance of employees who perform the same SOP as a component of
their jobs.
3.1.4 Replication and growth
As a hotel grows, different locations may be set up where employees will
replicate the work processes of the original hotel. Having clear SOPs, policies
and forms makes it easy to replicate processes across the hotel chain.
Hanoi Open University – Faculty of Tourism

23


Front Office Management

Employees at each location can use the same operating manual to identify how

to perform a standard procedure. The manager can also track the productivity of
each site based on the levels of performance for each standard operating
procedure, which is good information to have when having to scale down the
organization.
3.2. Some policies, procedures and forms at Front Office
3.2.1 Policies at Front Office
A Front Office manager needs to be able to create suitable policies at Front
Office in accordance with that of the hotel. In some hotels, all of the polices will
be made by the general manager. However, in most situations, the Front Office
manager is the one who has to create those policies at the department level or in
the former condition, he or she has to adjust them to make them suitable with the
real condition of the department. There are several policies at Front Office which
can be listed as follow:
Ø Guaranteed booking
Ø Cancellation
Ø Complimentary rooms
Ø No-show treatment
Ø Turn-away treatment
Ø Allowance treatment
Ø Master key control
Ø Pet policies
Ø …
Example of some policies at Front Office
HOTEL POLICY- HOTEL NIKKO SAIGON

Check-in time: 14:00
Check-out time: 12:00
Guarantee: Credit Cards are used to guarantee reservations. If not cancelled within
cancellation period or the guest did not show up, a charge of one night plus service charge
and tax will apply. Advance purchased reservations are charged at the time of

confirmation and are non-refundable (full stay), non-cancellable and non-changeable. Actual
credit card used to charge advance purchased bookings are required to be presented upon
check-in.

Hanoi Open University – Faculty of Tourism

24