OVERVIEW OF FRONT OFFICE during their stay and offers mail and messaging

MANAGEMENT services

5. TELECOMMUNICATIONS
FRONT OFFICE - responsible for all communications within the
hotel and external to the hotel
- the "nerve center" in the entire hotel operations
- first and last point of contact for a guest and 6. GUEST RELATION DESK
has a visible role in creating the image of the - ensures that all guests are kept comfortable
property during their sta

FUNCTIONS OF FRONT OFFICE 7. GUEST ACCOUNTING

- maintains the guest’s accounts, monitors, credit
 welcome the guests sell rooms limits and settle bills as per instructions
 reserve rooms for guests before their
arrival register guests into the hotel
 assign rooms
 coordinate with other services Job Descriptions of Front Office Personnel
 provide in-house and external
information to guests
 maintain accurate room status FRONT OFFICE MANAGER
information - recommend and meet budgets and goals by
leading a front office team that ensures quality
 maintain accounts of the guests and
service standards with personalized guest
settle their bills
attention
SECTIONS OF FRONT OFFICE
 Lead, train and motivate a front office
1. Reservation
team
2. Reception
 Conduct department meetings
3. Uniformed Services
 Conduct sales calls
4. Concierge
 Schedule staff rotations and duties
5. Telecommunications
 Resolve guest and staff complaints and
6. Guest Relation Desk
grievances
7. Guest Accounting
 Maintain discipline and conduct staff
appraisals
 Ensure the safety and hygiene of the
front office and its staff
1. RESERVATION
FRONT OFFICE ASSISTANT MANAGER
- principal role is to book rooms in advance
- organize, supervise and train all front office
staff personnel
2. RECEPTION
- to register and assign rooms to guest
 Deputize in the absence of the FO
Manager
3. UNIFORMED SERVICES
 Conduct daily briefing
- it coordinates the movement of guest
 Attend to guest complaints
baggage/luggage
 Check the daily arrivals and departures
 Develop room sales through upselling,
4. CONCIERGE
guest contacts and ensuring good service
- provides information to guests in large hotels,
 Control costs of supplies
  Motivate staff through fair leadership

FRONT OFFICE SUPERVISOR

To organize and supervise a shift with a view to
providing fast and efficient front desk service

 Train and supervise front office agents

 Check all equipments for serviceability
 Check distribution
 Check statistical data
 Prepare monthly statistics
 Assist in registering guests during busy
periods