Overview of The Front Office Department

OverviewoftheFrontOffice
Department
Woodsetal.,ProfessionalFrontOffice
Management
2007PearsonEducation,UpperSaddleRiver,
NJ07458.AllRightsReserved.
FrontOfficeFunctionsand
Responsibilities
Coordinatingguestservices
Specificactivitieshelpdeliverguest
services:
Revenuemanagement
Reservationmanagement
Guestservices
Nightaudit
Management
Responsibilities
NightAudit:Theprocessofreviewingfor
accuracyandcompletenesstheaccounting
transactionsfromonedaytoconcludeor
closethatdayssalesinformationin
preparationforpostingthetransactionsof
thenextday.
Management
Responsibilities
Frontofficeresponsibilities:
ManagingthePropertyManagementSystem
(PMS):ThePMSconsistsofthecomputer
hardwareandprogramsutilizedtorecordguest
reservationsandrequestsandtomanagethe
priceschargedforroomsandotherservices.
Thesystemalsorecordsandstoreshotelsales
dataandotherhistoricalinformationusefulin
decisionmakingforeffectivehotel
management.
Management
Responsibilities
Frontofficeresponsibilities:
Revenueandreservationsmanagement
Managementofguestservices
Guestaccounting
Generaldatamanagement
Management
FrontOfficeOrganization
Organizationalstructuredependsuponthe
sizeoftheproperty:
Smallhotels
Largehotels
Megahotels
Management
FrontOfficeOrganization
CareerLadder:Aplanthatprojects
successivelymoreresponsibleprofessional
positionswithinanorganizationorindustry;
careerladdersalsoallowonetoplanand
scheduledevelopmentalactivitiesjudged
necessarytoassumethesehigherlevel
positions.
Management
FrontOfficePositions
Managementpositions
Entrylevelpositions
Management
Managementpositions:
Responsibilities
Activities
Skills
UniversalProcessofManagement:Theconcept
that,attheirmostbasiclevel,theprinciplesof
planning,organizing,coordinating,staffing,
controlling,andevaluatingarethesame(or
similar)inanytypeofbusinessororganization.
Management
Commonfrontofficemanagementpositions:
Residentmanager
Frontofficemanager
PBXmanager
Reservationsmanager
Assistantfrontofficemanager
Frontdeskmanager
Uniformedservicesmanager
Supervisor,bellservices
Management
Flat(OrganizationChart):The
collapse/combinationofpositionswithinan
organizationtoreducethenumberof
managementlayersineffortstoimprove
communication,increaseoperating
efficiencies,andreducecosts.
Management
Nonmanagementpositions:
Responsibilities
Skills
Management
Commonnonmanagementpositions:
Nightauditor
PBXoperator
Reservationsagent
Frontdeskcashier
Frontdeskagent
Bellservicesattendant
Concierge
Doorattendant
Parkinglotattendant
Vandriver
Management
HumanResourcesManagement
TurnoverRate:Ameasureofthe
proportionofaworkforcethatisreplaced
duringadesignatedtimeperiod.
#EmployeesSeparated=EmployeeTurnoverRate
#EmployeesintheWorkforce
Management
InternalRecruiting:Tacticstoidentifyand
attractcurrentlyemployedstaffmembersforjob
vacanciesthatrepresentpromotionsorlateral
transferstosimilarpositionsinthesame
organization.
ExternalRecruiting:Tacticsdesignedtoattract
personswhoarenotcurrenthotelemployeesfor
vacantpositionswithintheorganization.
Management
WarmBodySyndrome:Anoftenusedbut
ineffectiveselectiontechniquethatinvolves
hiring(almost)anyonewhoapplieswithout
regardtoqualificationsforthevacant
position.
Management
Toolsforscreeningapplicants:
Reviewapplicationform
Employmentinterviews
Employmenttests
Referencechecks
Reviewofotherrequirements
Drugscreening
Management
Bond(ing):Purchasinganinsurancepolicy
againstthepossibilitythatanemployeewill
steal.
EmployerofChoice:Theconceptthatthe
hospitalityoperationisapreferredplaceof
employmentwithinthecommunitybythose
whohavealternativeemployment
opportunities.
Management
Orientation:Theprocessofproviding
basicinformationaboutthehotelthat
shouldbeknownbyallofitsemployees.
EmployeeHandbook:Writtenpoliciesand
proceduresrelatedtoemploymentatahotel.
Induction:Theprocessofinformingnew
employeesaboutmattersrelatedtothe
departmentinwhichtheywillwork.
Management
Stepsforeffectivetraining:
Planthetraining:
1. Definetasksforwhichtrainingisneeded.
2. Determinehoweachtaskshouldbedone.
Management
Preparefortraining:
1. Learnhowtotrain.
OfftheShelf:Atermrelatingtoagenericproduct
(suchasatrainingresource)thatisdevelopedfor
generalindustryuseratherthanspecifically
developedforauniqueproperty.
2.Preparefortraining.
Management
Deliverthetraining:
1. Conductthetraining.
2. Allowtraineetopractice(learn).
Management
Followupaftertraining:
1. Coachthetraineetoreinforcecorrectmethods.
2. Evaluatethetrainerandthetraining.
Management
Motivate:Theprocessofappealingtoa
personsinnerdrivetoattainagoal.
Management
Tacticstomotivatefrontofficeemployees:
Followsoundmanagementadvice
Provideeffectiveorientation
Traincorrectly
Manageaprofessionalhotel
Superviselikeyouwanttobesupervised
Encourageeffectivecommunication
Manageafriendlyhotel
Helpyouremployeessucceed
Management
LeadershipStyles:Themixofattitudes
and/orbehaviorsthatasupervisorcanuse
todirecttheworkofemployees.
Autocraticmanager
Bureaucraticmanager
Democraticmanager
Laissezfairemanager
Management
Factorsinfluencingleadershipstyleused:
Managerspersonalbackground
Characteristicsofemployees
Relationshipbetweenmanagerandemployees
Thejobsituationitself
Management
Staffingandscheduling
VariableLaborPosition:Apositionthatmustbe
staffedaccordingtothevolumeofbusiness.
FixedLaborPosition:Apositionthatinvolveswork
tasksnotdirectlytiedtothelevelofbusinessvolume.
Management
Factorstobeconsideredinstaffing:
Numberofguestarrivals/departures
Occupancyrate
Eachemployeesinterestandhistoryofworkshifts
Employeesexpensesandtraining
Employeerequests
Legalfactors
Otherfactors
Management

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