THE FRONT OFFICE DEPARTMENT

Tasks and Responsibilities

Nerve center of the hotel Handles reservation, Check-in and check-out Prepares and print reports to various areas of the hotel Serves as information and help desk Updating guest accounts in the PMS

Major Areas
Front Desk
Front Office Reception, Front Office Cashier

Uniform Services
Concierge, Bell Service, Door Person, Transportation, PBX, Business Center

Reservation
A reservation in the context of the front office of a hotel means the booking or reserving of a bedroom (accommodation) by a guest, and involves a particular type of guest room being reserved for a particular person or persons, for a certain period of time.

Types of Reservation
Guaranteed Non-Guaranteed Confirmed

Reservation Mediums
Mail/E-Mail/Fax Telephone Central Reservation System (CRS). In-House (Walk-In) Website (Hotel Property Website and Third Party Websites like Travelocity and Yahoo Travel)

Check-In (Registration/Arrival)
One of the first opportunities for face-to-face contact with a hotel occurs when the guest checks-in or registers. 2pm standard check-in time Early Check-in check-in from 7am- 1pm

Check-out (Departure)
Guest check-out can indeed be a time of confusion, short tempers, and long lines, a test of the patience of both the guest and front office cashier. Standard time for check-out: 12noon Late check-out : 1pm 5pm

Guest Services
Inquiry suggests investigation, looking for additional information. You make an inquiry about someone or something. Request is asking for something Guest complaint is any expression of dissatisfaction, whether oral or written, from a hotel guest about the hotels provision of, or failure to provide, a quality product or excellent service.

End of Lesson