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Perform Office Procedures


Front office diary: All front office operations use a diary, ... Looking directly at the light while the photocopier is in operation as it is not good for your eyes. – PowerPoint PPT presentation

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Title: Perform Office Procedures

Perform Office Procedures
  • TAFE (2009)

Learning outcomes
  • On completion of this lesson, you will be able
  • Process a range of office documents.
  • Identify and use office equipment.
  • Manage equipment malfunctions.
  • Produce a range of office documents
  • Maintain correct filing and storage systems for
    front office by following the hotel security

Office documents
  • Office documents are
  • Customer Records
  • Incoming and outgoing correspondence
  • Financial control documents
  • Telephone messages
  • Policies and procedures
  • Memos
  • Reports
  • Meeting agendas and minutes

Documents used in accommodation services
  • Internal use documents Those documents used
    within the organisation.
  • Front office diary All front office operations
    use a diary, (log book )
  • To facilitate communication between staff.
  • To record information about the daily activities
    in the hotel.
  • To pass on information from one shift to another
    or between working colleagues.
  • It is a standard practice for all the staff to
    read the diary at the start of the shift.

Internal documents continued
  • Daily running sheet A form of checklist for,
    reminder about the duties to be completed on a
    particular shift in the front office.
  • Guest request Sheets The request sheet will
  • The guests name and room number
  • Time the request was made
  • What the request is
  • Name of the person who look after the request.(
    the requests usually includes, bags to be
    collected, iron or iron board, ice bucket,
    newspaper etc.)

  • Guest mail
  • Reservation slip
  • Registration Card
  • Guest Profiles
  • Financial control documentation
  • Wake up calls sheet
  • Telephone message pads
  • Department policy and procedures
  • Memorandums
  • Reports and minutes

  • Policy- A statement about the venues position on
    an issue.
  • Example Theft by employees is a dismissible
  • Procedures is a step by step guide to performing
    a task.
  • Memo/Memorandums Internal use document for
    communicating a brief message to many staff at

  • Minutes The record of the meeting.
  • Agenda the list of the points or topics to be
    discussed at a meeting.
  • Vouchers It is a form of currency. The voucher
    entitles the holder to the goods, or services.
  • Accommodation Voucher
  • Gift Voucher
  • Service Voucher

External use documents
  • Correspondence
  • 1.Request for confirmation of reservation
  • 2. Sales letter from suppliers
  • 3. Request for information
  • 4. Letter of complaints
  • 5. Job application
  • 6. Confirmation of reservations
  • 7. Guests account
  • 8. Responding to letters of complaints

  • Invoices a request for payment for the services
    or goods supplied.
  • It provides a detailed account of actual goods or
    services bought, date supplied, cost per unit and
    settlement details.
  • Receipts Receipts are issued in exchange for a

Business equipments
  • Describe the type of business equipment required
    to operate a Front Office facility.
  • Paper Shredder
  • Fax
  • Computer
  • Printer
  • Stapler
  • Credit card machine
  • Photocopier
  • Franking Machine
  • puncher

Switchboard /PABX
  • Private automated branch exchange
  • Switchboard is a piece of equipment a hotel to
    manage several telephone lines and multiple
  • Switchboard is capable of
  • Receiving several calls at once
  • Making several calls at once
  • Interfacing with hotels property management
    system (PMS) to record calls made and
    automatically charge the charges.
  • Place many calls on hold or transfer calls

  • A Photocopier, similar to a fax machine, will
    produce an exact copy of a document. It enables
    to reproduce documents without the need to retype
    or reprint them.
  • Rapidly copying several one or two sided pages
  • Stapling collated documents.
  • Reducing or increasing the size of the copied
  • Reproducing in colour or back and white.

Photocopy machine
  • Avoid Inhaling the toner dust as it can damage
    your lungs. 
  • Looking directly at the light while the
    photocopier is in operation as it is not good for
    your eyes.
  • Touching the hot rollers or elements of the
    photocopier as they will burn you. 
  • Misusing electrical equipment. For example, keep
    dry and ventilated to avoid electric shock.

  • The word facsimile means an exact copy.
  • A fax machine reproduces written documents
    received from or sent to external locations by
    electronically scanning and transmitting the
    document via a telephone line.
  • Fax machine process only one single-sided page.
  • Fax machine sends or receives the documents
    within minutes of transmission.

Fax machine
  • note that once you have sent the message to a
    wrong number there is no way of " retrieving "
  • You may not even be aware that you have sent the
    message to the wrong person.
  • This can present huge problems to you and your
    organisation if confidential information is
    accidentally sent to a wrong number!

Franking Machine
  • Franking machine can stamp hundreds of envelopes
    quickly and efficiently by printing the correct
    amount of postage required and date on the
    envelope according to the envelopes weight and
  • The franking machine records the totals of all
    stamps issued.
  • At the agreed time, the amount of postage used is
    paid to the supplier along with a lease fee for
    the product.

  • These are utilised mainly by large businesses and
    are rented from registered suppliers. They are
    used to process out-going bulk mail.
  • Franking machines are programmed by the supplier
    to have a certain amount of value placed for
    pre-programmed credit on a meter. 
  • When this value is reached the machine ceases to
    operate until more money is paid and the meter is

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Paper Shredder
  • Paper shredders 
  • Sometimes, your organisation will want to destroy
    letters or documents that are confidential or
    contain records that are useful to competitors.
  • Shredders cut paper into very thin strips so
    that they are very difficult to reassemble and

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Hazards in office
  • Both employees and employers are responsible for
    managing these hazards.
  • Poor layout and design of furniture and equipment
  • Physical hazards
  • Mechanical Hazards
  • Chemical Hazards
  • Psychological hazards

If a piece of equipment malfunction
  • We should-
  • Stop using the equipment
  • Place a sign on it and to say it is out of order
  • Report the problem to a supervisor
  • Follow up

  • Internal mail and external mail
  • Guests incoming mail
  • Incoming Mail (Staff)
  • Future Guests Mail
  • Guests outgoing mail
  • Checked out guests Mail
  • Routing Mail
  • Forwarding Mail

Available Mail Services
  • Registered Mail
  • Bulk Mail
  • Express Mail
  • Overseas/International mail and parcel post
  • Courier service mail
  • Electronic Mail (email)

Post Office Boxes 
  • Most post offices have built-in lockable letter
    boxes of various sizes which can be hired by
    individuals or companies from Australia Post, for
    a relatively small amount per year or other
    suitable periods.
  • Some post office boxes have also appeared at
    petrol stations and supermarkets for convenience.
    Each post box has a number displayed on the
    outside of the box.
  • Because they are locked, only authorised persons
    can have access to the mail and be given a key to
    collect the mail.
  • Instead of an address, the post office box
    number should be clearly displayed on envelopes,
    letterheads and other stationery.

Locked Bags
  • Locked Bags.
  • Larger organisations, with a lot of bulk mail to
    collect daily, may find post offices boxes too
    small for their needs.
  • In this case they may require a locked bag which
    is substantially larger and has the added
    advantage of being transportable.
  • As the name indicates, a locked bag is a large
    mailbag with a lock at the top which can only be
    opened by an authorised person with a key.

Courier Services.
  • Courier Services.
  • Both Australia Post and private organisations
    provide courier services for mail and parcels to
    be delivered door-to-door.
  • They are commonly used by businesses when there
    is an urgent item to be delivered. Courier
    services are convenient and many have a guarantee
    that an item will be delivered to any capital
    city in Australia within 24 hours.
  • Smaller towns and rural areas are also linked by
    courier services but it usually takes a little
    longer to deliver items to these localities.

The structure of effective letters
  • Four key features of effective letters
  • 1. person Who are you writing to?
  • 2. Issue - What kind of a letter are you
  • 3. Purpose- What is the connection between the
    person you are writing to and the issue.
  • 4. Action- What kind of action do you want the
    person to take?

  • Parts of a letter
  • Virtually all business letters have the following
  • The letterhead Consisting of the name of the
    organisation / establishment, the address,
    telephone number, fax number, e-mail number,
    web-site number etc
  • The date With the month written out in letters
    rather than in numbers. 
  •   The name and address of the recipient of the
    letter For filing purposes. 
  • A greeting or salutation Usually " Dear Sir /
    Madam " or if you know the person's name " Dear
    Mrs. McWilliam-Smythe" 
  • An Introduction Usually stating why you are

Parts of the letter
  • 1/ Venues name and address
  • 2/ The name, title and address of the recipient
    of the letter. (inside address)
  • 3/Todays date
  • 4/ Greeting
  • 5/ Body of the letter
  • 6/ Close
  • 7/Signature
  • 8/Writers name and title
  • 9/ Enclosure ( attachment)

  • A Body of the letter Which indicates how you
    propose to deal with a given situation or set of
  • A Conclusion If you know the person's name use "
    Yours sincerely ". If you don't know the person's
    name and have used " Dear Sir / Madam " in your
    salutation, use " Yours faithfully " in your
    complimentary close. 
  • A Complimentary Close Which indicates what action
    will take place in the follow-up of the situation
    or set of situations.  Your signature and job
    title This is particularly important if your
    signature is difficult to read.

A few rules of good writing
  • Keep it simple
  • Dont use slang or jargon
  • Use simple words
  • Be clear
  • Use the right tone
  • Be accurate
  • Be logical
  • Check spelling and grammar
  • Check sentence structure
  • Proofread the documents

  • The orderly arrangement of records and documents
    for storage and retrieval.
  • There are different filing systems such as
  • Subject filing system
  • Alphabetical filing system
  • Numeric filing
  • Geographic filing system
  • Chronological filing system

Filing alphabetically
  • Documents filed alphabetically are filed
    according the first, and subsequent letter.
  • Eg. File by guest name
  • Numerically Documents are filed numerically,
    according to the numbers such as room numbers,
    invoice numbers

  • Chronologically Documents are filed according to
    date or time order.
  • Geographically the basis of geographic tourist
    regions, for development of data bases and client
  • Documents are filed by location or designated
    area, eg. Victoria, WA
  • Subject documents cannot be filed any other way
    except by their subject matter. E.g complaints,
    training. subjects could include headings such
  • housekeeping 
  • restaurants 
  • conventions functions 

Bar code filing
  • Bar codes and electronic filing systems.
  • These are increasingly used in the Tourism and
    Hospitality Industry to maintain data and
    documents on file.
  • Confidentiality and security are often easier to
    maintain if access to information is via
    electronic codes and data systems. 

File preparation
  • Before filing any documents, there a number of
    task to be completed-
  • Collecting all the relevant documents
  • Inspecting the quality of the documents
  • Cross-referencing the files
  • Coding the files
  • Sorting the files and filing the documents
  • (active documents) Documents in current use.
    Inactive documents documents not in current use.

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  • Archiving the practice of removing a file of
    record from everyday use and storing it in
    another location.

Perform Office Procedures
  • TAFE (2009)

  • Guest room telephones have several features-
  • Message light
  • Voice mail
  • Direct dial
  • The hotel reception is the communications centre
    of the hotel.
  • The staff working at the reception direct and
    collect information to and from all other
    departments as well as from the guests.

Professionalism on the Telephones
  • The first personal contact a guest has with the
    hotel is at the reception desk. The guests
    register or check in at the front desk as well as
    seek answers to their inquiries and solutions to
    their problems.
  • Be Clear
  • Concise
  • Courteous
  • And control the call
  • Be Clear
  • Speak clearly
  • Avoid jargon
  • Make sure you understand and are understood.

  • Be concise
  • Set objective for each call
  • Know who you want to speak to
  • Know what you want to say
  • Know who you are speaking with
  • Have any information by you about your property
    and facilities.

  • Be courteous/polite
  • Always be polite
  • Use personal names when appropriate
  • Try not to sound abrupt. No matter how busy you
  • When you pick up the telephone you are committed
    to the call, and must give it your full
  • Smile
  • Listen to the other persons tone of voice
  • Control the call by practising assertiveness

Receiving calls
  • Smile when you answer the telephone.
  • Greet the caller
  • Use the exact form of greeting Good
    morning/Good afternoon/Good evening, Front office
    this may I help you?
  • Identify the department/yourself and offer
  • Use of names,( if you know the name)

Transferring calls
  • Get to know switchboard system so that you can
    transfer calls quickly and efficiently.
  • Explain to the caller what you are doing
  • Check with the recipient before putting the call
    through whether or not they can help.
  • If there is a delay, return to the caller to
    explain and ask if he/she wish to continue
  • If you could not transfer the line, ask if you
    can have the caller rung back when you have found
    someone to help.

  • Good morning/ Holiday Inn, this is Vincent, how
    may I help you?
  • Id like to make a reservation please
  • Certainly Madam, Im transferring you to
    reservation now
  • 2
  • Good afternoon, the Park Hyatt, this is Sue , how
    may I help you?
  • Could you please put me through to Eliza in
    Banquets please
  • Unfortunately, her extension is busy, would you
    mind to hold

Receiving the message
  • Always write messages down as soon as possible.
  • Try to keep a proper/separate pad just for
    messages rather than scraps of paper and used
  • Use specially printed message pads.
  • Do not hesitate to ask for the message to be
    repeated or for unfamiliar words to be spelt out.
  • Read back the message to check that it is correct.

Taking the message
  • Listen attentively and write down the message
  • Time
  • Date
  • Callers name and contact details
  • The guests name and room number or staff
    members name and department
  • The actual message
  • Read back the message and enter the message into

Tips for telephone operators
  • Answer the call as quickly as possible- after
    three rings is ideal.
  • Answer the call in a clear, friendly voice.
  • Identify yourself and your organisation.
  • Announce the call clearly and give the recipient
    time to respond before putting it through.

  • If the line is busy, you need to ask the call if
    they want to hold or call back.. Wait for the
  • Dont leave them holding for too long and explain
    what you are doing
  • Every call needs to be dealt with courteously and

Features of telephone systems
  • Paging
  • Pagers are small radio receivers which receive
    messages via radio waves.
  • Voice Messaging systems
  • These resemble networks of answering machines.
    Recorded messages can be sent from, and receive
    or listen the message by dialling a code number
    from any tone telephone.

  • Teleconferencing enables you to hold meetings
    and conferences by phone, video link or TV over
    any distance.
  • Three way calling this enables three persons to
    talk together at the same time.
  • Collect call The recipient pay the call charge.
  • (STD) Long distance call,
  • (IDD) International calls

Avoid slang and clichés.
  • Bye-Bye Good-bye
  • See ya Thank you for calling
  • Uh-uh/Yeah Yes Sir/Madam
  • Be right up We will send it to your room
  • Just a second One moment please
  • I dont know I am not quite sure, but I will
    find out for you
  • Hold on Could you hold for one moment,

Handling guests message
  • 1.      A message in the computer system will
    indicate to Reception that all messages, mail,
    fax, for incoming hotel guests are to be passed
    onto the guest at time of check in.
  • 2.      A message in the computer system will
    indicate to Reception that all packages and large
    items are to be delivered to the guest room after
    check in.
  • 3.      All messages, mail, facsimiles, packages
    for in house guests are to be delivered and or
    collected within the same day.

  • 1. All mail received is to be time and date
  • 2. Check all names against the computer system,
  • 3. Write the guestroom number on the envelope and
    place in alphabetical order, in the Mail Box.
    Activate the guestroom telephone message light by
    entering a message into the computer system and
    send the printed message to the room at the next
    batch of sending.

  • 4.      Photocopy the front of the envelope and
    stamp the Mail Notice on the back of the
    photocopy and fill in the column for date/time
    received, location held and initials of receiver,
    then file in the Received Items File.

Procedure (continued)
  • 5. If the guest name cannot be located in the in
    house guest list, check arrivals for the next
    seven days, and check outs for past five days.
  • 6. If mail received for a future arrival, enter a
    comment in the guests reservation marked Mail
    HFA (Mail Hold for Arrival).
  • 7. If the guest to whom the mail is addressed
    cannot be located, check the name against the
    Mail Forward Book and redirect mail according any
  • 8 Any remaining should be placed in the Hold Mail
    Box are to be checked daily for the next two

  • 1.  Before any special delivery of mail may be
    accepted, staff must check whether the guest is
    registered with the Hotel, is an expected arrival
    or may have left forwarding instructions (check
    Mail Forwarding File) with the hotel.
  • 2. If guest has left a forwarding address, staff
    should not accept the letter but instead give the
    delivery man the forwarding address.
  • 3. If a guest is yet to arrive, enter a comment
    in the message field of guest reservation, and a
    description of the item received.
  • Time and date stamp the mail once it is accepted.

  • 5. Photocopy the front of the item and stamp the
    Mail Notice on the back of the photocopy and
    fill in the column date/time received, location
    and receivers initials. File in the Received
    Items File for future reference.
  • 6. The item is then placed into the Mail Box in
    alphabetical order, (or other designated storage
  • 7

  •  Call the guest in their room and offer to
    deliver the item to the guest room. Have the
    Porter take up the mail as per guest request
    then have the guest sign on the Mail Notice.
    The photocopy will then be time stamped and filed
  • 8.If the guest is not in their room, staff member
    to leave a text message in the system and send a
    copy to the guest room.

  • 9. Any Special Delivery Mail is to be kept for
    two weeks after which it is to be returned to the
    addressee list on the article.
  • 10.  Registered or insured mail which has not
    been collected within two weeks should be
    returned to the original sender in the same
    condition in which it was delivered. Any return
    receipt should be attached and filed in the
    record file.

Handling text message
  • 1.      Messages taken over the telephone, either
    by the Hotel Operator or by Reception Staff are
    to be keyed into the system accurately, then
    printed out.
  • 2.      The printed copy of these messages will
    be collected at half hourly intervals then
    slipped under the door for guest.
  • Sealed or handwritten messages are not to be
    opened by staff but are to be treated as regular

Handling voice massage
  • 1.      Calls connected to the guestroom will be
    prompted to either have the call reverted to the
    operator or to the voicemail message system if
    not answered within eight rings.
  • 2.      When the guest checks for messages at the
    Reception Desk, staff are to check in the
    computer system, the system will display text
    messages accordingly.

Handling Incoming Faxes
  • 1.Any incoming fax received through the Business
    Centre will be recorded on the Business Centre
    Incoming fax record.
  • 2. If the guest is not in, staff will leave a
    message in the system and print a copy to send to
    the guestroom during the next pick up.
  • 3. The fax copy will be placed in an envelope,
    time stamped also stamped Incoming Faxon the
    envelope and sent to the guestroom during next
    batch pick up.

Standard style (continued)
  • Never response the guest in a rushed or hurried
  • Good Morning/Afternoon/Evening, How may I help
  • May I ask you to hold for a moment, please?
  • Thank you for holding, Sir/Madam (Use name if
  • Thank you for holding, this is _______, how may
    I help you.

  • Always use Please, Thank you, and You are
    welcome, as appropriate.
  • At the end of each conversation, thank the caller
    by using his/her name and identify yourself, if

Perform Office Procedures
  • TAFE (2009)

Letter writing
  • The Start
  • Dear Human Resources Director,
  • Dear Sir or Madam (use if you don't know who you
    are writing to)
  • Dear Dr, Mr, Mrs, Miss or Ms Smith (use if you
    know who you are writing to, and have a formal
    relationship with - VERY IMPORTANT use Ms for
    women unless asked to use Mrs or Miss)
  • Dear Frank (use if the person is a close
    business contact or friend)

  • The Reference
  • With reference to your advertisement in today
  • your letter of 23 rd March, your phone call
    today, Thank you for your letter of March 5 th .

  • I would be delighted to
  • Giving Bad News
  • Unfortunately I am afraid that
  • Enclosing Documents
  • I am enclosing Please find enclosed Enclosed
    you will find

  • Closing Remarks
  • Thank you for your help, Please contact us again
    if we can help in any way. there are any
    problems. you have any questions.

  • Reference to Future Contact
  • I look forward to ...hearing from you soon.
    meeting you next Tuesday. seeing you next

  • The Finish
  • Yours faithfully, (If you don't know the name of
    the person you're writing to)
  • Yours sincerely, (If you know the name of the
    person you're writing to)
  • Best wishes,
  • Best regards, (If the person is a close business
    contact or friend)

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Business letter format
  • 1. Return address of the letter writer.1600 Main
    StreetSydney, NSW 2001
  • 2. The date of the letter.This is usually typed
    in one of two ways (Begin with the day, no
    comma) 15 January 2006
  •   or
  • (Begin with the month use a comma) December 1,

  • 3. Complete name, title, and address of the
  • Use "Mr." for a male recipient. If you do not
    know how a female recipient prefers to be
    addressed, it is best to use "Ms."
  • Ms. Anna Brown, ChairDepartment of Hospitality
    ManagementRight State University1415 University
    DriveSydney NSW 2010

  • 4. Salutation with a colon.
  • Dear Ms. Brown,
  • 5. Body of the letter.
  • It is best to keep an initial business letter
    short. Business people are busy and do not have
    time to read long letters! In a one-page letter,
    you will usually only need three or four
    paragraphs, single spaced. Use a double space in
    between paragraphs. See examples that follow.
  • 6. Closing.
  • The most common closing is "Sincerely." Follow
    this with a comma. Skip four single lines after
    the closing and type your name. Sign your name in
    the space above your name.
  • Sincerely,

  • 7. Enclosure.
  • If you are enclosing additional information with
    your letter such as a resume or a curriculum
    vitae, skip two single lines after your typed
    name and type "Enclosure" or "Enclosures." If you
    use the plural, you have the option of stating
    the number of enclosures in parentheses.
  • Block FormatType every line flush with the left

  • Indented Format Example 1 Indent your return
    address, the closing, your typed name, and the
    optional enclosure to the approximate center of
    the page (position 4.25" to 4.5").

  • Make sure you put the date on the letter.
  • Always include your address so they know where to
    send the reply.
  • Address your letter to Dear Sir/Madam if you
    don't have a contact name, because you don't know
    if they are male or female.
  • Keep your letter clear, simple and to the point.
  • Make sure you spell all words correctly. Check a
    dictionary to make sure.
  • 'Yours faithfully' is a polite way of finishing a
    letter to someone you don't know.
  • Otherwise 'Yours sincerely' is the conclusion to
  • Always keep a copy of the letter as a record of
    having sent it.

Purpose of a Cover Letter
  • A cover letter is a summary of the reasons why
    you are the best candidate for the position.
  • Its purpose is to make the reader want to read
    more about you in your resume and to get you an
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