Professional Documents
Culture Documents
Front Office - Organizational Structure Rs
Front Office - Organizational Structure Rs
The structure of any front office department can be divided into two
categories-
1. Physical Setup of Front Office- The front desk with various segments, electronic key board,
currency board, bell desk, PMS (Property Management System), and in house communication system
are the key components of the physical setup of any front office department.
• Positioning the Front Desk- The Front office department is considered as the backbone of
the hotel as it executes various key functions from hotel booking to check out of the guests. The
guests first interact with the front desk at the time of arrival. So it should be positioned at the most
appropriate and convenient place of the hotel so that both the employees and guests can access it
with ease. In most of the hotels, the front desk is placed near the main entrance of the hotel.
Physical Setup of the front office
• Front Office Communication- There are two types of communication systems in a hotel,
the first one is-In-house communication system and the second is the external communication
system. The front office employees establish various communication within their own department,
apart from this intra-departmental communication, interdepartmental communication is also done
by the front office department for the coordination of various tasks, which are very necessary for the
smooth functioning of the hotel. In most of the hotels, communication is done through PBX or IP-
PBX systems. External Communication is done with outsiders like the clients, ancillary service
providers. and corporate customers. The emails and phone calls are used as a formal
communication mediums.
Operational Structure of Front Office
Source: https://www.tutorialspoint.com/front_office_management/images/operational_structure_of_front_office.jpg
Operational Structure of Front Office
• Reservation- Responsibilities and tasks of the Reservation section are-handling reservation queries,
follow-up the queries, booking and assigning the rooms, cancellation and modifications.
• Reception- Welcoming the guests with generous and friendly behaviour and assisting them during the
registration process.
• Guest Services − Guest services are also termed as unformed services, it includes the following services-
• Baggage handling of the guests
• Supply of the newspapers and magazines in the guest rooms
• Handling the mails of the guests
• Ensuring the availability of the guests in the hotel (Paging).
• Ensuring medical aid in case of any medical emergency
• Valet Parking
Operational Structure of Front Office
• Accounts- Account section takes care of all the financial transactions of the hotel, done with guests and the suppliers. The
front office cashier and a Night Auditor are the two important positions of this section. The cashier takes care of the guest
transactions and ensures the payment for the same and reports the same to the account manager. The account manager reports to
the front office manager. The night auditor takes care of the reception desk and the account transactions of the night shift, he
reports to the heads of both departments, front office, and accounting.
• Communication- It includes both in-house and external communication. In-house communication is done through IP-PBX
or PBX, while external communication is done through various means of communication like emails, SMS, and phone calls.
Responsibilities/Functions of Managers of Various
Sections of the Front office Department
• Managing Front Office Operations – Kasavana & Brooks Educational Institution AHMA
• Principles of Hotel Front Office Operations, Sue Baker & Jermy Huyton, Continum
• Hotel Front Office Management, 4th Edition by James Socrates Bardi; Wiley International.
• Web source-https://www.tutorialspoint.com/front_office_management/front_office_management_structure.htm