Front Office

The Front Office function is welcoming guests when they arrive at the hotel, before registering them and assigning them to a room. Receptionists, Telephone Operators, Bell Staff, Drivers and in some cases Reservation, usually fall under the front office department.

$19.99

FO 000: Short Introduction Collection (22 Sops) / Includes: 22 Front Office Standard Operating Procedures: FO 001 - Answering the Telephone FO 002 - Complaint Handling FO 003 - Department Induction FO 004 - Escorting to Guest Room…

$2.99

FI 004: Advance Deposit / Objective: To ensure that advance deposits received for accommodation and functions bookings are requested, controlled and recorded in accordance with the hotel policy. "...The deposit checks/order/cash should be passed through to the General…

$2.99

FI 016: Night Auditing / Objective: To establish an effective Night Auditing Procedure. "...All Room rates should be verified with the respective contract (If contracted) and or the reservation letter or Email or the details available at the…

$2.99

FI 024: Travel Agent Commission / Objective: To ensure that payment is made promptly and accurately on all commissionable bookings. "...On checkout, the guest folios will be transferred from Front Office Staff to the control office. The General…

$1.99

FO 013: Courier Service / Objective: To ensure the proper handling of guest items which are to be couriered. Details: File Size: 30 KB File Format: Word Print Length: 02 pages Publication Date: January 17, 2016 Language: English Editable: Yes

$1.99

FO 003: Department Induction / Objective: To ensure that all new employees are familiar with their department, the chain of command, and departmental policies and procedures. Details: File Size: 30 KB File Format: Word Print Length: 02 pages Publication Date: January 09,…

$1.99

FO 014: Early Check-In / Objective: To accommodate and room the guest who arrive early in the morning efficiently and in a friendly manner. Details: File Size: 30 KB File Format: Word Print Length: 02 pages Publication Date: January 17, 2016 Language:…

$1.99

FO 004: Escorting to Guest Room / Objective: To ensure that guests are well-informed of the property with a simple introduction whilst being escorted to the room. Details: File Size: 30 KB File Format: Word Print Length: 02 pages Publication Date:…

$1.99

FO 015: Group Check-In / Objective: To expedite the check-in of groups with minimum hassle and interruption to other guests arriving at the hotel. Details: File Size: 30 KB File Format: Word Print Length: 02 pages Publication Date: January 29, 2016 Language:…

$1.99

FI 017: Paid Outs / Objective: To ensure that there is minimum risk of loss to the hotel from paid outs. "...Paying cash directly to guests is to be avoided (unless a refund is due to them on…

$1.99

FO 005: Guest Greeting / Objective: To ensure that all guests who approach the main entrance are given the feeling of being welcomed and comfortable. Details: File Size: 29 KB File Format: Word Print Length: 01 page Publication Date: January 10,…

$1.99

FO 016: Missing Reservation Check-In / Objective: To receive guest with no reservation held under their name but claim to have one. Details: File Size: 31 KB File Format: Word Print Length: 02 pages Publication Date: January 29, 2016 Language: English Editable:…

$1.99

FO 006: Group Arrival / Objective: To assist and expedite the moving of guest luggage from bus to lobby, then from the lobby to the guest’s room. Details: File Size: 30 KB File Format: Word Print Length: 01 page Publication Date:…

$1.99

FO 017: Check-In / Objective: To welcome guests while obtaining/confirming all the necessary information related to their stay. Details: File Size: 31 KB File Format: Word Print Length: 02 pages Publication Date: March 08, 2016 Language: English Editable: Yes

$1.99

SM 010: Sales - Allotment Summary / Objective: To record accurately the allotments given to tour operators, travel agents or OTAs in order to maintain an efficient communication between the related departments (Sales & Reservation most likely) and keep an up-to-date visibility of…

$1.99

FO 007: Hotel & Area Knowledge / Objective: To ensure that all staff are knowledgeable on the facts and facilities of the property as well as general knowledge of the surrounding area. Details: File Size: 30 KB File Format: Word Print…

$1.99

FO 018: Check-Out / Objective: To ensure that all departing guests leave the hotel with their respective accounts settled correctly. Details: File Size: 31 KB File Format: Word Print Length: 02 pages Publication Date: March 08, 2016 Language: English Editable: Yes…

$1.99

FO 008: Luggage Handling / Objective: To ensure that all guest luggage and items are handled properly to avoid damage. Details: File Size: 30 KB File Format: Word Print Length: 01 page Publication Date: January 14, 2016 Language: English Editable: Yes

$1.99

FO 019: Bill Settlement (Cash) / Objective: To ensure that the correct amount of cash is received and returned to guest during the bill settlement period. Details: File Size: 30 KB File Format: Word Print Length: 01 page Publication Date: March 08,…

$1.99

FO 009: Luggage Collection / Objective: To assist and expedite the removal of guest luggage from guest room to the lobby. Details: File Size: 30 KB File Format: Word Print Length: 01 page Publication Date: January 14, 2016 Language: English Editable: Yes…

$1.99

FO 020: Bill Settlement (City Ledger) / Objective: To ensure settlement by City Ledger is done correctly with all supporting documents attached. Details: File Size: 30 KB File Format: Word Print Length: 01 page Publication Date: March 08, 2016 Language: English Editable:…

$1.99

FO 010: Raising & Lowering of Flags / Objective: To ensure that the nation’s flag and neighboring countries are displayed and well-maintained at all times. Details: File Size: 30 KB File Format: Word Print Length: 01 page Publication Date: January 14, 2016…

$1.99

FO 021: Bill Settlement (Credit Card) / Objective: To ensure settlement by credit card for guest bill is done in the correct manner. Details: File Size: 31 KB File Format: Word Print Length: 02 pages Publication Date: March 08, 2016 Language: English…

$1.99

FO 011: Room Change / Objective: To move the guest from one room to a different room due to maintenance issue or upon guest request. Details: File Size: 29 KB File Format: Word Print Length: 01 page Publication Date: January 17,…

$1.99

FO 022: Cashier Closing / Objective: That all transactions by receptionist for the shift are balanced with the postings inside YOUR HOTEL System and avoid any discrepancies between the actual and the system. Details: File Size: 30 KB File Format: Word…

$1.99

FO 001: Answering the Telephone / Objective: To ensure that all incoming and internal telephone calls are answered promptly and correctly. Details: File Size: 31 KB File Format: Word Print Length: 02 pages Publication Date: December 26, 2015 Language: English Editable: Yes…

$1.99

FO 012: Trolley Handling / Objective: To ensure the trolley is being used properly and well-maintained at all times. Details: File Size: 30 KB File Format: Word Print Length: 01 page Publication Date: January 17, 2016 Language: English Editable: Yes

$1.99

FO 002 - Complaint Handling / Objective: To ensure that the guest complaint is handled in a professional manner and that the relevant department(s) is/are informed of the complaint and followed-up accordingly. Details: File Size: 30 KB File Format: Word Print…