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Front Office 1

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Hospitality alive
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24 views23 pages

Front Office 1

Uploaded by

Hospitality alive
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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WHAT IS FRONT OFFICE?

FRONT OFFICE DEPARTMENT


The front office represents the customer-facing division of
a firm. For example, customer service, sales, and industry
experts who provide advisory services are considered part
of a firm's front office operations.
The functions of the front office generally generate the
majority of revenue for a firm.
FRONT OFFICE DEPARTMENT
Most important department in the hotel.
- Nerve for hotel operation.
- Interface between a hotel and its guest.
Guest makes first contact with FO department.
First place that can make guest develop an impression
about the level of service, standard and facilities provided
by the hotel.
FRONT OFFICE DEPARTMENT
Communication and Accounting are the most important
functions of the front desk operation.
Accounting procedures involve:
-Settlement if the guest bills.
- accepted advance booking of hotel rooms.
-Settle bills at the time of check-out.
FRONT OFFICE DEPARTMENT
 Effective communication with guest
Processing the guest reservation
Handling the guest reception
Fulfill the guest inquiry such as internet facilities, safe
deposit,
 Other departments if the hotel such as : housekeeping,
finance, room service, restaurants, sales and marketing etc.
FRONT OFFICE DEPARTMENT
FO department operates 24 hours a day
Three main shifts in FO department
Morning- Day shift
7:00 am – 3:00 pm
Day – evening shift
3:00 pm – 11:00 pm
Night shift
11:00 pm – 7:00 am
ORGANIZATIONAL CHART
Organizational structure of FO department varies
 It is depends on the size and style of operation of the hotel
 It can be categorized into

- Small seized hotel


- Medium sized hotel
- Large sized hotel
ORGANIZATIONAL CHART
GUEST CYCLE STAGE
 PRE- ARRIVAL
-Reservation

 ARRIVAL
-Registration
-Room assignment
-Issuance of room key
-Baggage handling
GUEST CYCLE STAGE
 IN-HOUSE
-Mail and message handling
- Maintenance of guest account
-Paging and travel assistance
- Safe deposit, currency exchange
 DEPARTURE
-Preparing the guest bill
-Settlement of guest account
-Transportation
-Future reservation
DUTIES FRONT OFFICE
PERSONNEL
DUTIES FRONT OFFICE
PERSONNEL
1. FRONT OFFICE MANAGER
-Direct and coordinate the activities of the front office department
- Perform the function of a link between the management and front office
employees
- Responsible for hiring, training, supervising and disciplinary all front desk ,
reservation, and guest service staff members in order to maintain desired
standard of service
- Prepared the budget for the front office department
-Evaluate the job performance f each front office employee
DUTIES FRONT OFFICE
PERSONNEL
2. BELL BOY
-Handling guest luggage at the time of arrival and departure
- Escorting guest to their rooms on arrival
- Familiarizing guest about safety features and in-room
facilities
- Locating a guest in a specifies area of the hotel
-Posting guest mails
DUTIES FRONT OFFICE
PERSONNEL
3. CASHIER
-Receiving payment
- Balancing guest account
-Opening and maintaining the guest folios
- Preparing bills at the time of check-out
-Handling credits/debit/charge card for the settlement of a guest
account
- Administer the safe deposit system
-Handling foreign currency
DUTIES FRONT OFFICE
PERSONNEL
4. DOOR ATTENDANT
-Open the doors of guests’ vehicles n their arrival
-Help bell boys in lifting luggage
- Open the hotels’ entrance door for guests
-Coordinate with parking attendants for parking guest’s
vehicles in the hotels’ parking area
DUTIES FRONT OFFICE
PERSONNEL
5. NIGHT AUDIT
-Preparing the night audit report
-Check-in and check-out guest who arrive or depart after 11:00 pm
- Processing the reservations
- Performing the duties of security guard monitoring fire safety system
-Act as cashier for banquet function
-Performing the duties of manager on duty
DUTIES FRONT OFFICE
PERSONNEL
6. RECEPTIONIST
-Greeting guest
- Handling special request
-Handling check-in and check-out
-Providing information to guest
-Assigning rooms and dispensing guest room keys
DUTIES FRONT OFFICE
PERSONNEL
7. CONCIERGE
-Making reservation for dinning in famous restaurant
- Arranging tours, limousine, and entertainment
- Maintaining good relationship with guest
- Personal helper to VIPs
- Obtaining tickets for theatres, musicals
- Provide complete information to guest
-Face of hotel
DUTIES FRONT OFFICE
PERSONNEL
8. RESERVATION AGENT
-Handling guaranteed and non guaranteed reservation
- Up sell accommodation
-Prepared the expected arrival list and the expected departure list
every day
- Prepare guest folder and to keep the mails and messages of guest
with reservation doc
DUTIES FRONT OFFICE
PERSONNEL
9. TELEPHONE OPERATOR
-Processing all incoming and outgoing calls
- Log all wake-up call on the system
-Answer questions about the hotel’s services and products
-Taking message
-Operating hotel paying system
-Direct incoming calls to the desired extension
THANK YOU

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