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Luna04 Laboratory Activity 1

The document outlines the duties and responsibilities of various front office personnel at a hotel, including the front office manager, lobby manager, reception supervisor, reception assistant, reception shift in-charge, reservation supervisor, reservation assistant, senior bell captain, bell boy, front office cashier, and night auditor. It details that each role has specific tasks related to guest services, reservations, room management, handling guest requests and complaints, and ensuring smooth front office operations.

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AJ Dejesus
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75 views3 pages

Luna04 Laboratory Activity 1

The document outlines the duties and responsibilities of various front office personnel at a hotel, including the front office manager, lobby manager, reception supervisor, reception assistant, reception shift in-charge, reservation supervisor, reservation assistant, senior bell captain, bell boy, front office cashier, and night auditor. It details that each role has specific tasks related to guest services, reservations, room management, handling guest requests and complaints, and ensuring smooth front office operations.

Uploaded by

AJ Dejesus
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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04 Laboratory Activity 1 - ARG

Front office personnel with their duties and responsibilities.


A. Font office manager
- He is the head of the department.
- He ensure the smooth running of the department.
- He sees to it that his staff reports to duty in time and in proper uniform.
- He ensures that courteous and personalize service is given to the guest by his staff.
- He deals with front office correspondence on reservations, enquiries, room booking
etc.
- He is responsible for the upkeep of the front desk, lobby manager’s desk and their
equipment.
- He deals with the complaints against his staff and other complaints of the guest.

B. Lobby manager

- He ensures that all rooms are blocked as per reservation requests.


- He keeps a check on room position.
- He instructs the airport representatives regarding the list of arrivals to be met.
- He checks pre-registration cards.
- He also checks housekeeping discrepancy report
- He ensures that guest request and complaints are followed up.
- He follows up on group and crew movement.
- He takes action for all unusual events in the lobby like fire, accidents, etc.
- He ensure the smooth running of the lobby.

C. Reception Supervisor

- To train all front office assistants on the job.


- To make the duty roster for the staff.
- To check the shift in charge’s list in a daily basis.
- To check the next day’s arrival list and to belief the staff accordingly.
- He makes the requisition for the stationery required for the front office.
- He ensure the smooth running of the reception.
- Welcoming VIP guest.
- Attends to guest complaints.
- He assists the reception staff.
- Maintains records of the reception.

D. Reception Assistant

- To answer the queries of the guest to their satisfaction and to provide information.
- To promptly register guest and to assign rooms to them.
- To update the room rack regularly.
- To complete pre-registration formalities for VIPs.
- To execute government formalities regarding foreigners.
- To prepare room report and occupancy statistics.
- Send messages to the guest.
04 Laboratory Activity 1 - ARG

E. Reception Shift in-charge

- Performs the task of reception assistant.


- Supervises and checks the entire Shift Operation.
- Handles guest complaints.
- Checks all the reports before the end of the shift.
- Airline crew blocking and group blocking.

F. Reservation Supervisor

- To help out Reservation Assistant in calls, courses and feeding reservation


Information.
- To supervise the staff under her and impart training.
- To monitor all new movements.
- To follow up on billing instructions and other special requests.
- To check on credit facilities to companies, discount policies and discounts offered to
various companies.
- Co-ordination with Reception, Information, Sales and Marketing Departments and
Tour Operator.
- Up-to-date information of the position of the house for the day the next three days.
- Monitors VIP movements and informs all concerned.
- She handles the group and conference booking.

G. Reservation Assistant

- To regularly update the reservation chart and computer.


- To handle all reservation request properly and courteously.
- To keep all reservations correspondence up to date.
- to handle amendments and cancellation of reservation.

H. Senior Bell Captain

- Take stock of the luggage, parcels, and any other material.


- Has thorough knowledge of the hotel, shop, airline offices, executive offices etc.
- To carry out different errands for the guest.
- Responsible for the proper distribution of newspapers.
- Keeping stock of the equipment, trolleys and ensuring that they are in good working
order.
- Vigilant and alert on duty.
- To initiate action against guest having scanty baggage.
- To assist in crew and group wakeup call procedures.

I. Bell Boy
- Take the baggage front the porch to room.
- Escort the guest to the rooms on arrival.
- Place the baggage in the room.
- Bring the baggage down in case of departures.
- Checks the room to ensure that the guest has not left any articles in room.
- Check that mail and messages are timely distributed to the guest.
04 Laboratory Activity 1 - ARG

J. Front Office Cashier


- Operates front office posting equipment.
- Completes cashier pre-shift supply checklist.
- Completes guest check in procedures.
- Post charges to the guest account.
- Handle paid outs.
- Completes guest check-out procedures.
- Settle guest account
- Make account adjustments.

K. Night Auditor
- He post room charges and taxes to guest accounts.
- He processes guest charge vouchers and credit card vouchers.
- He transfers charges and deposits to master accounts.
- He verifies all account postings and balances
- He prepares summary of cash, check, and credit card activities
- He summarizes results of operations for management
- Handle baggage of guest when they are shifting to another room.
- He reports about scanty baggage to the bell captain.
- Understand and knows how to perform check-in and check-out procedures.

I’ve learned that every personnel of front office have a different duties and responsibilities when it
comes in dealing a guest.

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