HANOI OPEN UNIVERSITY

FACULTY OF TOURISM

FRONT OFFICE MANAGEMENT PROJECT

Instructor: Tran Thu Phuong

Team: 7

Team: Venus

Students: Nguyen Thi Bang Nhi

Hanoi 11/2023
 TABLE OF CONTENT

INTRODUCTION...............................................................................................2
MAIN CONTENTS.............................................................................................3
1. Real property & its Front Office................................................................... 3
1.1. General information about the property....................................................3
1.2. General information about the property’s Front Office.......................... 7
1.2.1. The Organizational chart of the FO department.................................... 7
1.2.2. FO policies, procedures and forms........................................................ 8
2. Hypothetical property & its Front Office................................................... 12
2.1. General information about the property..................................................12
2.2. General information about the property’s Front Office..........................14
2.2.1. Arrangement....................................................................................14
2.2.2. Organizational chart and staff.........................................................16
2.2.3. Front Office policies, procedures and forms...................................22
2.2.4. Estimated budget front desk operation............................................30
CONCLUSION..................................................................................................33
REFERENCE.................................................................................................... 34

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 INTRODUCTION

With the Front Office Management project, we wanted to provide an

overview of the front desk department - basic information about real property
and hypothetical property. We choose JW Marriott is the real property for this
project. Through that, our team built a hypothetical hotel “The King Hotel” and
its reception department. This topic is also an opportunity for us to plan,
organize, evaluate, and manage revenue as well as solve problems at the front
office.
We would like to thank the Management Board of the Faculty of
Tourism, Hanoi Open University and lecturer Tran Thu Phuong who teach
Housekeeping Management course for facilitating and helping us to complete
this report. We were provided with knowledge from “Front Office
Management”. That is planning, organizing, revenue management, problems
solving at front office and evaluating front office operations knowledge. This
assignment will be a precious material for us in the future.
The research is divided into two parts:

1. JW Marriott Hotel & its Front Office.

2. Hypothetical property “The King Hotel” & its Front Office.

We sincerely thank you!

MAIN CONTENTS

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 1. Real property & its Front Office

1.1. General information about the property

Name: JW Marriott Hotel Hanoi

Location: No 8 Do Duc Road, Me Tri Ward, Nam Tu Liem District,

Hanoi, Vietnam

Grade : 5 star

Brief history: On October 16, 2013, Marriott International Hotel Group

officially introduced the first JW Marriott-branded hotel in Hanoi. Along with
Renaissance Riverside Hotel in Ho Chi Minh City, JW Marriott Hanoi is
Marriott International's second hotel in Vietnam

Picture taken by my group

General information:

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 JW Marriott Hotel is currently a hotel with the largest scale in Hanoi city,
with a very favorable geographical position located in the complex of the
National Convention Center and Ba Dinh Hall (new) in Hanoi at No. 8 Do Duc
Duc Street, Me Tri, Hanoi. Whether diners are tourists or business travelers, JW
Marriott Hotel Hanoi is a great choice to stay again when coming to Hanoi

Located 27km from Noi Bai International Airport and only 30 minutes by
car from the center of Hanoi. As a resort and relaxation paradise, the only 5–star
hotel located adjacent to the National Convention Center, the hotel offers a
complete renewal compared to the city’s attractions like the Vietnam National
Convention Center, and My Dinh National Stadium. JW Marriott Hanoi is
highly appreciated for its geographical location as well as its architectural
beauty in the hotel service industry in Hanoi. As a five–star international hotel,
in the continuous development of the hotel tourism industry in general and the
increasing travel needs of people, tourists can be tour groups, tourists, seminars,
… bring to a diverse audience. Therefore, in order to meet that demand, JW
Marriott Hotel Hanoi not only has a network of operations in the country but
also around the world.

Based on the idea of Vietnam’s romantic beaches and inspired by the

image of “Legendary dragons”, under the talented hands of American architect
Carlos Zapata, the author designed the Bitexco Financial Tower in Ho Chi Minh
City, JW Marriott Hanoi resembles the shape of a dragon curling up on the east
coast. JW Marriott Hanoi has a unique and distinctive architecture unlike any
other hotel architecture in the world

The hotel is structured in the style of a spiral curve with the image of two
dragons lying on each other, creating a unique architectural masterpiece in the
world. Located on a land area of 6.3 hectares, with 9 floors, the hotel has 450
luxurious bedrooms with an area of 48 square meters, 7 restaurants and bars,
and more than 2400 square meters of dedicated meeting rooms located on the
same floor. It includes 395 luxurious living rooms with an area of 48m2, 53
high-class rooms, 1 Head of State room and 1 Presidential room. There are a
total of 271 King rooms (including deluxe rooms) and 179 double rooms, the
most in Hanoi. Guest rooms have outstanding features such as floor-to-ceiling
glass windows, remote control curtain systems, movable glass partitions
separating the bathroom and bedroom, chargers and speakers for iPhones or
computers, iPods and many other modern devices. The hotel faces the lake,

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representing the prosperity in
front of the open sky, combined
with the inner garden full of green
nature, which has created an
elegant appearance.

The main lobby of the hotel

is designed as a unique dome
leading to the entertainment and
shopping area by a wide staircase
right by the lake. The lobby area
will be equipped with a bar, a restaurant, a memorial, a reception, a shopping
center, an administrative office, small meeting rooms, and a relaxing

Picture taken by my group

space with a roof view out to the water. The entertainment center is equipped
with large and small restaurants, 5,000 m2 for a shopping area, a large hall of
1,000 m2, which can be divided into 4 small rooms, a smaller hall with an area
of 500 m2 as well can be divided into 4 small rooms and a number of other
smaller meeting rooms. In addition, the hotel also has dedicated areas for
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delivery services to and from as well as providing other services at the back of
the hotel. The second floor is the area for the atrium, the restaurant lobby and
special dining room, the hotel office area and areas for future development. The
rooms are divided from the 3rd to the 8th floor. On the 7th floor, there are three
high-class rooms, a Vice President's room and a Presidential office. The 9th
floor is equipped with an indoor swimming pool, a gym and an outdoor spa.
Construction materials will be glass and wood, creating warmth and luxury, and
at the same time making the hotel more prominent because of its leaning
shadow on the lake, in harmony and mixing with the natural landscape of the
whole area. With a total area of meeting and conference rooms up to 3,600 m2,
JW Marriott Hanoi is the ideal venue for MICE events (Conferences, seminars,
events and exhibitions) in Vietnam. The hotel has a total of 17 meeting rooms,
including 2 large conference rooms of 1,000 m 2 and 480 m2 with a large foyer
area. All conference services are conveniently located on one floor with
separate entrances and parking areas. One of the hotel's other attractions is its
food and entertainment services. A chain of 6 restaurants and bars is always
ready to cater to gourmets as well as wine and cocktail lovers. In September
2014, JW Marriott received "The Best New MICE Hotel Vietnam" award at The
Guide Awards 2013-2014 (The 15th Vietnam Tourism Business Festival).

In January 2015, JW Marriott Hanoi Hotel was honored to receive the

“International Hotel Award” with the highest score in both categories: Best
Hotel in Vietnam and the Hotel has Conference service. Best Convention Hotel
in Vietnam (Best Convention Hotel in Vietnam). The award ceremony took
place in London on January 26, 2015, at Grosvenor Square, London, England,
also in January 2015, JW Marriott Hanoi Hotel. For the second time in a row, he
was named in the list "Best of the Best Hotel - The Best Hotel in 2014"
organized by the prestigious magazine Robb Report Vietnam.

JW Marriott Hanoi has been honored with another prestigious award, the
Traveler's Choice Award by TripAdvisor.com - the leading travel information
site with unbiased and honest reviews from over 60 million customers. JW
Marriott Hanoi Hotel proudly participates in 4 highest categories: 25 Top Hotels
in Asia (Top 25 Hotels in Asia), 25 Top Luxury Hotels in Asia (Top 25 Luxury
Hotels in Asia): ranked 3rd in the top 25 hotels in Vietnam (Top 25 Hotels in
Vietnam) and 2nd place among the top 25 luxury hotels in Vietnam (Top 25
Luxury Hotels in Vietnam).

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 1.2. General information about the property’s Front Office

1.2.1. The Organizational chart of the FO department

- Front office manager : Responsible for all aspects of the hotel's front
desk operations

- Front office assistant manager: the person who helps FOM and
supervises all activities in the front desk department, performing all
the tasks assigned by FOM.

- Receptionist: is the person to welcomes, check-in, check out guests,

manage guest registration records, keep keys, secures connection,
receive and coordinate to handle situations and requests of guests.

- Reservation staff: the person who receives and handles the interview
requests of guests, manages the updated booking records, and transfers
information and booking records to the staff on a daily basis.
Reservation staff will coordinate with the Marketing department to
easily sell rooms.

- Telephone operator: the person who receives and handles incoming calls
from customers, helps guests make calls outside the hotel, and
provides information and services outside the hotel for guests.

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 - Cashier: the person who performs payment tasks, manages transaction
funds, and prepares payment records for customers.

- Night auditor: the person who checks and edits the guest's expenses
updated during the day, enters the guest's expenditures and advances
that have not been updated, and assists in the preparation of payment
records for the next morning.

- Bellman: responsible for transporting guests' luggage, and leading

guests in or out of the hotel.

- Doorman: the person who is always on duty at the main door of the
hotel to welcome, see off and help guests when entering and leaving
the hotel, and at the same time ensure the security of the hotel lobby
area.

- Gift shop staff: the person who ensures the job of selling and giving
souvenirs to guests staying at the hotel.

- Parking valid: responsible for parking for guests.

- Guest relations staff: a person who cares, takes care, surveys guests'
opinions about hotel services, solves guest complaints, provides
information, guides, and helps guests fulfill requests for certain
services.

1.2.2. FO policies, procedures and forms

Procedures:

- Check-out process:

+ First, the staff must smile when greeting guests and offering to
help.

+ Ask about room number and room key.

+ Employees need to open the Opera system to update information

about the cost of using the service of guests and other fees.

+ Calculate the correct amount of money the customer needs to pay

and print the invoice for the customer.

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 + Ask the customer to confirm and ask the customer's payment
method.

+ Ask about customer satisfaction and answer questions if any.

+ Thank customers and offer assistance.

+ Update information on the system.

- Check-in process

+ Warmly welcome guest & offer help.

+ Ask if the customer has booked or not.

+ If the guest has not booked in advance, they must proceed to ask
for the guest's information such as name, phone number,
departure date, special request.

+ If the guest has made a reservation, the information must be

reconfirmed.

+ Fill in the registration card.

+ Inform the deposit policy and determine the method of payment.

+ Assign room and provide key card.

+ Introduce the hotel’s services and policies.

+ Offer bell service.

+ Thank customers.

+ Update the information on the system.

Policies:

Check-in policy
Earliest check-in time 3:00 PM ~ anytime

Latest check-out time 12:00 PM

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 Note: Check-in policies vary by property. Please check carefully before
booking.
This property offers transfers from the airport (surcharges may
apply). Guests must contact the property with arrival details before
travel, using the contact information on the booking confirmation. Front
desk staff will greet guests on arrival.
The guest responsible for check-in must be aged 18 or above.
Extra-person charges may apply and vary depending on property
policy Government-issued photo identification and a credit card, debit
card, or cash deposit may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur
additional charges; special requests cannot be guaranteed.
The name on the credit card used at check-in to pay for incidentals
must be the primary name on the guestroom reservation.
This property accepts credit cards, debit cards, and cash.

Children and extra beds policy:

Extra beds are dependent on the room you choose. Please check the
individual room capacity for more details.
All children are welcome.
- Infants 0-1 year(s)
Stay for free if using existing bedding
Baby cot/crib available upon request
- Children 2-3 year(s)
Must use an extra bed
If you need an extra bed, it will incur an additional charge.
- Guests 4 years and older are considered as adults.
Must use an extra bed which will incur an additional charge.
Others:

● For rooms with breakfast, children 0-3 years of age will receive
breakfast free of charge.
● For rooms with breakfast, children 4-11 years old will be charged
VND 398,475 for breakfast per room per night.

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 ● The room rates are based on single or double occupancy.
Maximum room occupancy is 3. The third guest will be charged VND
993,300.
● Guests will be charged net VND 993,300 per room per night for an
extra bed. Only one extra bed is allowed in a room.
● When booking a Grand Suite, Chairman Suite or the Presidential
Suite, complimentary 2-way airport transfers will be provided.
● When booking more than 5 rooms, different policies and additional
supplements may apply.

Forms:

Registration form ( Internet )

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 Reservation form (Internet)

2. Hypothetical property & its Front Office

2.1. General information about the property

a, Name of the hotel

The King Hotel- King, means a king, a head of a kingdom. People with
power always live in luxury, enjoy the best things, eat the best food. The King
Hotel was born to bring customers the best experience and be served like a king.
Aiming at the goal of bringing the hotel to the forefront of the service industry.

Grade: 5 star

- 15 floor, 280 rooms

- With fully-furnished room divided into 4 type: Standard room, Superior

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room, Deluxe room, Executive suite.

- Facilities and infrastructure :meeting room, business center, pool, fitness, spa,
rooftop bar and 4 restaurants.

Logo:

"In luxury, things can be more powerful than words. Service. A view.
Something you don't expect. Something more than you'd expected. It's the
'wow!' factor that goes beyond expectations and can be translated into a few
things, in many different ways" says Sébastien Chebaiki. Based on that
message, it would be our pleasure to provide guests with the most luxurious
accommodation experience when you are on holiday or business travel in Ha
Noi that you will never forget.

b. Location

- Hanoi is the capital of Vietnam and has been a place to keep and witness more
than 1000 years of a long history. Ha Noi have many attraction for tourist, for
example:” Old Quarter Street, Gươm Lake, Ho Chi Minh Mausoleum, West
Lake, and Temple of Literature,….” And have many traditional food” Pho, Bun
Cha, Spring Roll,…”

- West Lake has long been a beautiful landscape. During the Ly-Tran dynasties,
the kings built many resort palaces around the lake, now the area of Kim Lien
and Tran Quoc pagodas...Therefore, around the lake, there are many historical
and cultural relics. West Lake is a beauty in the center of Hanoi, the subject of
many photos, poems, and paintings.

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 The hotel is located on Trich Sai, Ho Tay, Ha Noi Street with a
panoramic view of West Lake. With classic, French royal-style architecture.
Only 23km from The King hotel to Noi Bai Airport, and tourists can easily
travel to famous attractions in Ha Noi.

c. Target market

The target market of our hotel is demonstrated in two main types:

domestic and international high-class tourists, families going on a vacation and
business travelers going to work. Many people who come from wealth have a
good taste of enjoying their free time by spending a lot of money on traveling,
and accommodating needs, and desires,... Our hotel would be an ideal choice
for them to relax, to feel comfortable, and refresh with the best services. They
could also spend some quality time with family and a good way to show their
generosity to friends. The business travelers segment accounts for the largest
share of our luxury hotel market. Business travelers, tour groups, small
conference groups, and individual tourists are the target customers of our hotel.
Professionals such as businessmen, usually tend to prefer our hotel.

2.2. General information about the property’s Front Office

2.2.1. Arrangement

1. Main entrance
2. Travel desk
3. Bell desk
4. Front Desk Cash
& Bills Reception
Information
5. Sitting area
6. Restaurant
7. Business Centre
8. Front Office
Manager’s office
9. Restroom
10.Back office

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1. Computer. 4. Calculator

2. Telephone. 5. Laser Printer.

3. POS Machine 6. Currency Counter

Front desk reception for 2 person

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2.2.2. Organizational chart and staff

2.2.1.1. Organizational chart

A . Detailed calculation of staff quantity

 Room inventory: 200 rooms
 Output quota: 28 to 53 guests services/staff/shift
1 person/shift: 8 hours
8 hours x 60 minutes = 480 minutes/shift
 Back up ratio:
365 days – 75 days off = 290 labour day
365 days : 290 labour days = 1,25
Number of staff
Given: Room inventory (RI): 280 rooms
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 Output quota (OQ): 30 services/staff/shift
Average occupancy rate in high season: 80%
Average occupancy rate in high season: 40%
Number of FO staff/shift:
S = RI : OQ = 280 : 30 = 9(staff/shift)
Number of FO staff/day (The hotel has 3 shifts)
D = 3 x S = 9 x 3 =27 (staff/day)
Number of FO staff needed in high season:
FOS = D x backup ratio x occupancy rate = 28 x 1,25 x 80% =27 staffs
Number of FO staff needed in low season:
FOS = D x backup ratio x occupancy rate = 28 x 1,25 x 40% =14 staffs
 Number of staff needed for the king hotel with 280 rooms is 27 staffs

Positions Number of staffs

Front Office Manager 1
Assistant Front Office Manager 1
Receptionist Supervisor 1
Reservation manager 1
Lobby manager 1
Bell Captain 1
Receptionist 5
Telephone operator 2
Reservation staff 2
Concierge 3
Night auditor 2
Cashier 2
Business center 2
Bell attendant 3

B, Duties and responsibilities of managerial positions

● Front Office Manager (FOM)

- This is an important position with certain authority in the lobby of the

hotel and is a key position and holds the main leadership role, responsible for
managing, operating and governing the activities in this area.

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 - A professional hotel FOM must ensure that it is fully equipped with
necessary skills such as foreign language skills, qualifications, leadership and
staff management skills, knowledge of customer service, proficiency in the
office,...

● Assistant Front Office Manager(AFOM)

- Reporting directly to the Front Office Manager, the Assistant Front

Office Manager is responsible for assisting Senior Management in the overall
day-to-day operations of the hotel while on duty.

- At all times the Assistant Front Office Manager is expected to lead by

example - their behaviors, speech, and appearance must be without fault. Their
treatment of staff must be courteous and discretionary.

Their guest service standards must be the benchmark that sets the levels
to be attained by all hotel staff.

● Reservation manager:

- Prepare daily Management Reports: Daily pickup reports, and daily

market intelligence updates. Make reports and draw up statistics for the Director
of Sales and Marketing.

- Prepare all the necessary documents for the day-to-day operation and
assign the tasks to subordinates. Control the Room revenue, and the average
room rate, and enhance the sales strategy. Transmit knowledge to the staff to
improve their performance and correct them if necessary.

- Check that tasks are accomplished accurately by the staff. Handle the
follow-up of group reservations especially concerning the rooming list and meal
booking. Coordinate with related departments to implement Marketing and PR
programs of the hotel.

● Duty Manager

- Duty Managers are responsible for overseeing the day-to-day operations

of a front desk or reception area. They commonly manage a team of front desk
clerks who handle everything from answering phones to greeting guests,
scheduling appointments, and more.

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 - Duty Manager must be able to effectively communicate with all types of
people-from customers to vendors to coworkers—while also managing multiple
tasks at once. They may need to schedule shifts, train new employees, resolve
customer complaints, etc.

● Bell captain:

- Bell captains are responsible for overseeing the bell service department
of a hotel. They’re in charge of receiving guest requests, handling luggage, and
ensuring that guests receive prompt attention when they need something from
the front desk or concierge.

- Bell captains may also be tasked with managing other employees in

their departments. This might include assigning tasks to bellhops or porters,
providing training on proper customer service techniques, and ensuring that all
staff members are performing their jobs effectively.

● Lobby manager

- A lobby manager is a person who oversees the front office operations of

a hotel. Schedules the duty roster and determines justification for manpower
strength. Handles guest complaints, and ensures that the front office has good
relations with all departments.

- Coordinates with various departments for effective guest handling.

Coordinates with the front office (reception and information) to facilitate
rooming and departure of guests and front office cash (to allow credits). Does
liaison between the travel counter, and airlines regarding arrival and departure
of flights.

- Takes constant rounds at night of all operating areas to ensure smooth

functioning. Passes credit bills in the absence of an assistant front office
manager. Trains all staff under him, and trainees as well.

- Coordinates with security and ensures that no unwanted happening takes

place in the hotel. Attends general manager’s meetings. Completely responsible

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for all going on in the lobby, and operating public areas and rooms at night as
well.

C, Duties and responsibilities of staff positions

● Receptionist

- The Receptionist is the first person a client or customer sees or talks to

when arriving at or calling a place of business. A Receptionist has to be
pleasant, have good listening skills and be able to provide the correct
information when asked.

- They also have to be able to route calls to the correct person, enter or
check a client in for an appointment and give directions when necessary. Some
of the duties and responsibilities of a Receptionist include: Maintaining security
for the building by providing passes to visitors. Notifying appropriate people
that a visitor has arrived to see them. Keeping track of the people arriving for
appointments and when they leave the building. Answering phone calls and
responding appropriately to the caller’s needs.

● Reservation agent

- Reservations agents assist customers or travelers who wish to make

reservations with a hotel, airline, car rental company, or other travel service.
They may work for a specific brand, property, or company, or may be
independent and able to assist customers with reservations for a wide range of
companies.

- They provide information, respond to customer inquiries and questions,

investigate rate options and availability, and provide details on available
options. They assist with booking the reservation and provide confirmation
details. They can also help with changing or canceling an existing reservation.

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 ● Bell attendant

A bell attendant typically has a wide range of responsibilities, which can

include:
- Inspecting equipment to ensure it is functioning properly and ensuring that
it is safe for use. Performing routine maintenance on equipment such as oiling
machinery, cleaning equipment, replacing parts, and adding lubricants.
Responding to guest inquiries about room service orders, phone messages, and
other issues. Cleaning and maintaining lobbies, lounges, restaurants, bars, and
other public areas. Selling merchandise such as souvenirs, food items, and hotel
services such as spa treatments or room service.
- Arranging for concert tickets or other entertainment reservations for
guests. Ringing in guests at check-in or check-out times Answering questions
about hotel services, facilities, and amenities to help guests make plans for their
stay. Providing information about local attractions and restaurants to guests who
are checking out of the hotel

● Concierge

- Answer phone an email inquiries from potential guests in a timely and

respectful manner. Greet guests and visitors warmly and make them feel
welcome and attended. Offer restaurant and activity recommendations and assist
guests in arranging transportation and excursions. Receive and redirect mail,
phone calls, packages, etc…
- Ensure that guest spaces and lobby are clean and tidy at all times. Act as a
liaison between guests and any department necessary including the kitchen,
housekeeping, etc… Anticipate guests needs in order to accommodate them and
provide an exceptional guest experience. Maintain inventory of supplies and
order new stock as needed.

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2.2.3. Front Office policies, procedures and forms

2.2.3.1. Front Office policies

a) Reservation policy
- For Peak Season, all reservation payments are non-refundable. The definition
of the Peak Season period will be determined by a unilateral decision of the
Hotel Management.
- It is mandatory for all guests to produce a valid identity document upon check-
in; for foreign guests a valid passport and for domestic guests, a valid identity
card shall be accepted as proof of identity.
- For reservations guaranteed with a form of payment at time of booking, rooms
are held until hotel check-out time (12:00 hours) the day following arrival.
- For reservations not guaranteed with a form of payment at time of booking,
rooms are held until set cancellation time per the rules of the reservation. In the
event more guests arrive than can be accommodated due to hotel overbooking
or an unforeseen circumstance, and the hotel is unable to hold rooms consistent
with this room hold policy, Hotel will attempt to accommodate guests, at its
expense, at a comparable hotel in the area for the oversold night(s), as well as
pay for transportation to that hotel. In the event that there is no available
comparable accommodation in the city, the full paid amount for accommodation
shall be refunded to the guest.
b) Check in policy
Earliest check-in time 2:00 PM ~ 12:00 AM

Latest check-out time 12:00 PM

- Early check-in or late check-out is subject to bed/room availability on a

relevant day, to be reconfirmed with the receptionist.
- Rooms not occupied by 22:00 hours will be seen as a No-Show unless a prior
arrangement has been made.
- Guests checking into the hotel must be at least 18 years of age.
- Upon check-in, all guests must register through a guest registration form.
Please note that any change in the guest’s reservation may change the rate
and/or require payment of cancellation fees.
c) Cancellation policies:

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 No reason including weather conditions, personal emergencies, or schedule
changes is accepted. You should cancel your reservation 7 days before your
scheduled arrival date, otherwise, we will charge you a cancellation fee as
below:

· 100% refund if you cancel at least 7 days before check-in

- If you cancel from 6 to 4 days prior to your scheduled arrival date, 30% of
your full night room rate will be charged.

If you cancel within 3 days prior to your scheduled arrival date, 50% of your full night room

If you cancel 1 day prior to your scheduled arrival date, 100% of your full night room rate w

- Cancellation requests may be submitted by phone, email, or in person. Please

note that refunds will be processed in the original form of payment. If you have
any questions or concerns about our cancellation policy please contact us. Only
the above-mentioned cancellation procedures will be entertained. The King
Hotel will not be liable to entertain cancellation requests made through

d) Cash control policies

- Payment is to be made in Vietnam Dong (VND) or in a foreign currency
converted at the official foreign currency conversion rate set by the hotel at the
time of payment.
- The hotel accepts payment methods by cash, credit card or bank transfer.
e) Booking guarantee
- Credit cards are used to guarantee reservation.If not canceled within the
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- cancel able
and non-changeable.
- Actual credit card used to charge advance purchased bookings are required to
be presented upon check- in.
2.2.3.2. Front Office procedures
a) Check in procedure
● Welcome the guest with a warm and sincere smile.

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● Request for the last name, first name, or reservation confirmation number of
the guest for the check-in process.
● If any VIP Guest on arrival.
● If walk-in guests arrive need to check the availability.
● Check if any scanty baggage.
● After confirmation, the next process is guest registration so need to print a
registration card.
● Complete the registration process by filling in details of an arrival guest
1. Surname
2. First name
3. Contact details
4. Address (collect business card if he/ she provides)
5. Collect identity proof
6. Arrival date
7. Departure date, note down if the guest mentions the timing
8. Room rate
9. Room type
10. Room number(ask for preference but as per the room availability)
11. Block the room
12. Mode of payment
13. Billing instruction
● Collect the passport if the guest is of foreign nationality and needs to fill in
the details
1. Passport Number
2. Nationality
3. Date of birth
4. Issue date of passport
5. Expire date of Passport
6. Passport place of issue
7. Visa Number
8. Issue date of the visa
9. The Expiry date of the visa
10. Visa place of issue
11. Visa type
12. Purpose of stay
13. Arrived from which place and proceeding to which place

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 14. Scan or make a photocopy of the passport, attach it with the registration
card, and hand over the passport to the guest
15. Need to submit a detailed report of foreign nationalities to the local police
station
● Take the signature of the guest on the registration card.
● Need to collect advance payment (done for security purposes) can be
collected in cash or card as per the guest’s preference.
● Issue a receipt to the guest for the advance payment.
● Register the payment record in the guest ledger.
● If the booking is done through a travel agent or corporate no need to collect
advance payment and never disclose the room rate.
● Before assigning the room key to the guest need to make sure the room is
clean, ready and inspected
● Assign the guest room and allocate a room key.
● Updating about the meal plan.
● Need to inform the guest about all the facilities and services which are
available in the hotel.
● Note down if the guest requested a wake-up call.
● Update all the necessary details of the guest in the system.
● Filing the registration card.
Check in procedure for group
This kind of guest generally comes in a group, they might visit the hotel for
various reasons i.e. business trips or seminars, airline crew members or
passengers of canceled flights, families coming for vacation, wedding group,
etc. So groups have one organizer who takes care of the check-in procedure to
avoid mess and large gatherings at the reception desk.

● The room needs to block in advance before guest arrival.

● Welcome cards and bouquets are kept in a room.
● Welcome drinks provide on arrival.
● The registration card is handover to the organizer who distributes it to all
guests.
● If any VIP guest is in the group then the Duty Manager or Front Office
Manager takes care of the check-in process.
● Sometimes to avoid delay guest registration may occur in the room as a guest
may be tired from a long journey.
b) Check out procedure

25
 The check-out process is where the guest announces his/her departure from
a guest room of a hotel. The word check-out normally refers to the departure
or vacating of the room from the hotel.
The check-out process includes settling and clearing the bill for the guest
and collecting guest feedback. Some hotels provide express check-out
facilities also in order to avoid long queues at the reception desk. There are
various necessary formalities during the check-out process to be done. The
check-out peak hours start from 07:00 hrs. (7 am) to 12:00 hrs. (12 pm).
● Greet guests with a pleasant smite.
● Address the guest by his last name.
● Confirm with the guest about his intention to check out.
● Ask the guest about his stay.
● Collect the room key.
● Request for the room number.
● Confirm the departure date with the guest.
● Update the housekeeping and room service department about the guest check-
out.
● Inquire about any additional charges or last minutes consumption.
● If any late check-out needs to update about the charges to the guest.
● Need to check if any special request for not charging for late check-out from
management.
● Prepare the guest folio and present the bill in front of the guest for
verification.
● Once verified acknowledge the mode of payment.
● If the bill is to the company need to check and verify .i.e. the company will be
paying all the charges or only room and extras need to be collected from the
guest.
● Collect the final payment and settle the bill.
● Present the final bill for the guest’s signature.
● Inquire with the guest if any additional future reservation.
● All the bills, receipts, folios, and all necessary documents are kept in a
separate file.
● Updating the room status.
● Request guests to fill the feedback form.

26
● Check with the guest if he requested or he required any arrangement for the
transportation.
● Leave guests with a good last impression.
● Notify all the concerned departments that the guest has been departed and the
room is vacant.
Check out procedure for group
The check-out of a group should be well planned in advance and need to
organize the process systematically. There shouldn’t be any delay or no
panic and confusion during the check-out process of a group. The most
organizer will be settling the bill of the group during the departure.
● Need to make a list of a room number
● Bills need to be ready in advance
● All the outstanding charges and last minute consumption must be added in a
bill and the final bill should ready for verification.
● The group organizer will verify all the bills of a group.
● Present the final bill for signature.
● If the bill is to travel agent then need to send those bills to an agent for the
payment.
● Settling the bill.
● Group folio are kept in a separate file.
c) Arrival and departure baggage handling procedure
Follow the below procedure when the coach / car reaches the porch area.
• Bell attendant will need to initiate a security check for the bags ("Sir/Madam,
may I request your bags for a security check?"). (If available)
• After the security check is complete, the bell boy brings the bags to the bell
desk and puts the arrival tags on the received baggage.
• After the check-in procedure, the guest is asked by the Front Desk associate to
identify their bags ("Mr./Ms. could you please help identify your baggage and
may I have a look at your room number?"). Associate should not ask for the
room number from the guest to maintain privacy of the room number.
• Once the pieces of baggage are identified by the guest, The bell desk associate
writes the room number and the total number of bags he/she has got on each tag
and their counter foils are given to the guest, informing them that it needs to be
returned to the person delivering the baggage to his/her room - 'Mr/Ms may I
request you to return the counter foils to the associate once the baggage is
delivered to your room.

27
• Before the bell desk associate takes the bags to the guest room the room
number, number of bags, the name of the associate and the time at which the
associate takes the bags are noted down on the concierge tracking sheet.
• Once the bell desk associate completes the task of delivering the bags to the
guest room, the counter foils are returned and stored at the bell desk, and the
associate makes a note of the errand on his errand card.
2.2.3.3 Front Office forms
a) Registration form

28
b) Reservation form

29
c) Long term luggage

30
2.2.4. Estimated budget front desk operation

Equipment / Machine Estimated Budget

Furniture Estimated Budget

Stationary Estimated Budget

31
 Form Estimated Budget

TOTAL ESTIMATED BUDGET FOR FRONT DESK: 151,328,000Đ

32
 CONCLUSION
From the discussion, suggestions and hard work of all team members as
well as the support from lecturer Mrs, Tran Thu Phuong , we were able to
complete the assignment completely and on time. However, we cannot avoid
difficulties in the implementation process. At first, we had some difficulty
expressing our thoughts in English. Second, some information in the Jw
Marriott is private and is difficult to find and communicate with. However, the
team members still tried to focus and help each other to do well. In general, the
team members performed well the tasks assigned by the team leader.
Due to limited knowledge and experience, mistakes are inevitable, so we
look forward to receiving comments from Mr, Nguyen Thanh Trung and friends
to make the exercise more complete.
Lastly, We would like to thank Mrs, Tran Thu Phuong for helping us
complete the report, thanks our team members who worked so hard to create the
best report possible.
Thank you so much !

33
 REFERENCE
Vietnamese :
1.Đề tài : Quản Trị Lễ Tân Khách Sạn
https://tailieutuoi.com/tai-lieu/de-tai-quan-tri-le-tan-khach
2. https://123docz.net/document/12563747-giao-trinh-quan-tri-le-tan-khach-
san.htm
3. Tài liệu phòng nhân sự khách sạn JW Marriott Hà Nội

English :
1.Notebook : Front Office Managements by Falcuty of Tourism, Hanoi Open
University
2. SHT curriculum, Faculty of Tourism , Hanoi Open university

Internet :
1.https://www.bing.com/search?q=%20-human%20rights%20policy
%20statement%20jw%20marriott&qs=NW_QB&pq=%20-human%20rights
%20policy%20statement%20jw%20&sc=9-
35&cvid=AFA6D6C58F0C4F41A00F9FB4D37FDDE6&FORM=QBRE&sp=1
&ghc=1&lq=0&fbclid=IwAR0QY0Lm0b4FXmolcFY-
KnrNUBw3xWMKAB0qbDNWF3IMw9tXTLDlB3u8AsU
2. https://jw-marriott.marriott.com/?fbclid=IwAR19yroVAe6d5BT3XXiCG_NZgGZGxxLOeN-
uhCRMbPkDIaJo2XvSdUivU6c

34
 BÀI TẬP CHƯƠNG 3
EX3. T80
Hotel : 400rooms
60% average Occ
Expected Due-in 105
Expected Due-out 65
ETA: 68% 10-13h
ETD: 85% 9-11h
Standard time for 1 CI/CO : 8 min
Giải
Standard time for 1 CI/CO 8mininutes
- Number of CI/CO done by 1 FD agent in 1h
60:8= 7,5 = 8 CI/CO
- 10-13h00
Number of check in : 68% x 105 =71,4=71
Guest arive at hotel at a frequent speed ( 2,9h)
Number of check in 1h: 71: 3= 23,6= 24 CI
Number of FD agents in 1h : 24 : 8 =3 prs
- 9-11h00
Number of check out : 85% x 65 = 55,25= 55
Guest arive at hotel at a frequent speed ( 2,2h)
Number of check out 1h: 55 : 2= 27,5= 28 CO
Number of FD agents in 1h : 28 : 8 =3,5=4 prs
- Consideration
Number of FD agents from 10-13h00 4prs
Number of FD agents from 9-11h00 4prs
M hotel in house/ guest service
= 400 x 60%= 240 in-house
240IH/GS : 3shift = 80 GS
( OQ: 28 -53 Gs /shift/pr
-- +1,5- 2,8 = +2- 3prs)

Ex2 t80
Standard time for 1 CI/CO 8mininutes
- Number of CI/CO done by 1 FD agent in 1h
60:8= 7,5=8 CI/CO
- 2-3h00pm

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Number of check in : 72% x 48 =35( 34,56)
Guest arive at hotel at a frequent speed ( 1,44h)
Number of check in 1h: 35 : 1 = 35 CI
Number of FD agents in 1h : 35 : 8 =4,3= 4prs
- 9-11am
Number of check out : 85% x 40 = 34
Guest arive at hotel at a frequent speed ( 1,4h)
Number of check out 1h: 34 : 2= 17 CO
Number of FD agents in 1h : 17 : 7,5 =2,2=2 prs
- Consideration
Number of FD agents from 2-3 pm: 4prs (4,3)
Number of FD agents from 9-11 am: 2prs(2,1)
Hotel X’s in house/ guest service
= 200rooms x 80%= 160 in- house
160 IH/GS : 3shift = 53 GS / shift
( OQ: 28 -53 Gs /shift/pr
-- +1 – 1,89 = +1-2prs)

36