Module 3 - Lesson 3

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Lesson 3

 Front Office – Different Components


 Relevance of Product knowledge in the Front Office
 Front Office Organizational Structure

INTRODUCTION
The different components of the front office in relation to the following:

 Front desk
 Concierge
 Switch board
 Porters
 Luggage handling

3.1 FRONT OFFICE: WHO IS IN IT?

The Front Desk - being said to be the most active section of the front office is
usually located at the far corner of the lobby. Equipment found at the reception
desk are a table, chair, booking diary, day and night porter’s log book. These
equipment are neatly arranged. There should also be either a stand with a good
ball point pen or a pen and inkstand for the use of guests when registering, it
should be clean and changed regularly.
The hotel register should also be placed neatly on the desk and kept closed
so that it will not be seen by everybody. If registration cards are used, they should
also be placed neatly on the desk, and should be supplied constantly so guests
can register with a minimum delay.

For the benefit of the guest, a perpetual calendar should be placed in a


convenient position, with the date and day of the week correctly shown at all
times. It is also essential that a large calendar be kept for quick reference by the
reception staff showing several months in advance and showing days which the
hotel is fully booked. This will save time when requests for accommodation are
made by telephone.

The Concierge - is a uniformed staff in the front office whose activities is directly
with the guest and his needs. The concierge sometimes acts as an escort to
sloops in town, or the bus station, concerts taking place in town. This uniformed
staff generally runs errands for guests.

The Switch Board - regardless of the size of the hotel, there will be a telephone.
The larger the hotel or establishment, the greater will be the need for telephone
usage. A small switch board would probably be placed in or near the reception
office to be operated by a receptionist or a member of the uniformed staff. In
larger hotels, a switch board would be placed in a room where more than one
telephone switch board operators would be employed to deal with the numerous
in-coming and out-going phone calls.

Porters - came under unformed staff and comprise of all those members of the
hotel staff who wear uniforms.
This uniform is of is of a colour distinctive to the hotel and the basic design is
the same among hotels.

The head porter is in charge of the uniformed staff. The head porter is
usually responsible for allocating and supervising the duties of the members of
the uniform staff. He keeps a log book in which he records all the happenings of
the day – arrivals, departures, messages, errands etc. he notes with each entry
the time of day and the names of the persons concerned. Should any query arise
reference to these records is of great assistance. In addition to the organizing
and supervising of his staff, the Head Porter is in direct contact with the guests.
He must have a good memory for names, faces and be able to greet guests
correctly.
Luggage handling - in hotels where there is a luggage room a Head Luggage
Porter is in charge and he is responsible to the Head Hall Porter for the smooth
and efficient running of the organization of this room. It is his duty to ensure
that a record is kept of all luggage passing through the luggage room and to
know which member of his staff handled it.

3.2 THE RELEVANCE OF PRODUCT KNOWLEDGE IN FRONT OFFICE


OPERATIONS

PRODUCT KNOWLEDGE is very important in front office operation. Front


office personnel succeed by integrating multiple sources of information and
responding quickly and effectively to customer’s requests and question. The
following are the major areas where product knowledge can be profitable to the
hotel establishment.

1. Accommodation Product - this product does not just consist of a guest


room – single or double, but also the additional facilities and services which
are applicable to a particular room e.g. does the room have a pleasant view,
is it away from noise etc. Since the accommodation product cannot be
examined before a guest commits his/her self, a guest relies upon the front
office staff to be able to describe the product accurately. It is therefore
important for the front office staff to have knowledge of what is included in
the accommodation of the hotel he/she is paying for. This knowledge will
increase sales and productivity for the establishment.

2. Layout of the hotel - this is also important in product knowledge of front


office operation. A good receptionist should know the layout of the
establishment for good impression of the guest. The guest may ask the
following questions – there is the restaurant, or lounge, or bar? Or what are
the bar hours, when is the pool open, how early does breakfast start for those
guests checking out early. What type of facilities is available?

3. Knowing all types of menus - Knowing all types of menus is very important.
The staff must know all types of menus offered by the restaurant and the
times of services. For example, there are mainly two types – The Table D’hote
and ala carte.

4. General information - staffs at the front office must also acquire general
information about lounges, bars, hall, swimming pool etc. all being part
product knowledge a receptionist must have for smooth running of the
establishment, high project, and high patronage of guest.
5. Equipment available - is also related to product knowledge in front office
operation for example, equipment available for conferences, special functions,
entertainments and programmes offered by the hotel. Also the size, and types
of fixtures and furnishings are also important for the front office to have
knowledge of since it is the focal point and nerve centre of the hotel.

The reception office is the most visible department in any hotel, where all
information of an establishment and all activities of the serving departments are
gotten.

3.3 FRONT OFFICE STRUCTURE OF A MODERN SMALL HOTEL

Functions of the Reception office

In all hotels, the reception office is the focal point or nerve centre of the
overall hotel, not only to other departments, but also the first point of contact
for incoming visitors.

Ideally, the reception desk should be seen immediately when a guest


enters the hotel lobby and this should present a picture orderliness and
effectiveness. A noisy and untidy reception office will create an unfavourable
impression and will cause a guest to have negative feelings about the
organization and efficiency of the whole organization.
Whether the offices is a small centralized office of a medium sized hotel, or
the front office a large hotel, there must be clearly defined areas of advanced
reservations cashier and billing account, telephone and front desk reception. The
functions of the front desk reception are as follows:

 Selling accommodation
 Receive and welcome
 Check in and register guest.
 Check out guests and deal with the settlement of their accounts.
 Handle enquires and complaints and provide information.
 Deal with advance reservation.
 Allocate rooms.
 Keep up to the minute records of room status.
 Handle in-coming and out-going mails.
 Deal with telephone communication.
 Attend to all duplicating and photocopying.
 Maintain good communication with all departments.

In large hotels, the reception office basically, the sales department deals
with enquiries and necessary records and charts for letting out accommodation.
The cash control, banking accounts are deceit with in subsidiary offices to relieve
the pressure in the front office.

In the all average size hotel, these tasks could be centralized and dealt with
by the brigade of receptionist in the front office.

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