ICBT [Front Office Services]by: Sir Raymond G.

Trinidad

Lesson 2: The Front Office Staff

Topic 1: Duties and Responsibilities of a Front Office Staff

It is essential for every workplace to have clear and well-written job lists and job descriptions in order to meet
the needs and expectations of both the establishment and the employee. Job Lists refer to an enumeration of the
tasks that an employee occupying a specific job or position is expected to do. It lists what an employee must do
in order to perform well on the job; however, it does not give the detailed procedures for carrying out each task.

Meanwhile, job descriptions are added to job lists in order to add information. Information may include
reporting relationships (who reports to whom), additional responsibilities, working conditions, equipment and
materials to be used in the job, etc. Here is a sample job description of a front desk agent: 

Job Description: Front Desk Agent

Basic Function
To assist guests in all front office related functions in an efficient, courteous and professional manner that
maintains high standards of service and hospitality.
Duties and Responsibilities
1. Register guests and assign rooms; accommodate special requests whenever possible.
2. Assist in preregistration and blocking of rooms for reservations.
3. Thoroughly understand and adhere to proper credit, check-cashing, and cash handling policies and
procedures.
4. Understand room status and room status tracking.
5. Know room locations, types of rooms available and room rates,
6. Use suggestive selling techniques to sell rooms and promote other services of the hotel.
7. Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-
outs, late check-outs, early check-ins, special requests and part-day rooms.
8. Possess a working knowledge of the reservations department take same day reservations and future
reservations when necessary. Know cancellation procedures
9. File room keys
10. Know how to use front office equipment
11. Process guest check-outs,
12. Post and file all charges to guest, master, and city ledger account.
13. Follow procedures for issuing and closing safe deposit boxes used by guests.
14. Use proper telephone etiquette
15. Use proper mail, package and message handling procedures
16. Read and initial the pass-on log and bulletin board daily. Be aware of daily activities and meeting taking
place in the hotel.
17. Attend department meetings.
18. Coordinate guestroom maintenance work with the engineering and maintenance division.
19. Report any unusual occurrences or requests to the manager or designated manager.
20. Know all safety and emergency procedures. Be aware of accident prevention policies.
21. Maintain cleanliness and neatness of the front desk area.
22. Understand that business demands sometimes make it necessary to make employees to move from their
accustomed shift to other shifts.
23. Be aware that bending, stooping and lifting items weighing 30 pounds or more may be required
Relationships: Reports to the front office manager.
Source: Educational Institute of AH&MA

It is important to note that job descriptions often change as time goes by; thus, it is important to revisit and
revise job descriptions as deemed necessary. Employees should be actively involved in the process and should
have their own copies of their job descriptions.

Topic 2: Anatomy of Front Office Staff

 It has been established in the previous lessons that the Front Office Staff are the first and last hotel staff the
customers see when they avail hotel services. That is why it is very crucial for them to possess and maintain
qualities of good grooming and personal hygiene

ICBT | Home Economics 1

ICBT [Front Office Services]by: Sir Raymond G. Trinidad

ICBT | Home Economics 2

 ICBT [Front Office Services]by: Sir Raymond G. Trinidad

Topic 3: Characteristics of an Effective Front Office Staff

ICBT | Home Economics 3