Front Office Responsibilities

Learning Objective
• Explain the purpose of log books and information directories,
describe how to handle guest mail
• Describe telephone services
• Describe briefly the nature of communication between the front
desk and other departments
• Identify the main types of service requests that guest may make at
front desk
• Outline the role of front office staff members in ensuring the safety
and security of hotel guests, employees and assets.
• Describe the key control and locking system
• Identify concerns with regards to surveillance and access control
• Outline procedure related to safety deposit locker and lost & found
• Describe Front Office procedure during emergency
 Chapter Outline
 Front office Communication:
• Logbook  Guest Relation
• Information Directory • Handling Complaints
• Mail Handling • Various Types of Complaints
• Telephone Services
• Message handling
• Wake up Call Handling  Front Office Security Functions
• The role of Front Office
 Interdepartmental • Key Control
Communications (rfr • Surveillance & Access Control
-Interdepartmental • Safe Deposit Locker
Communication PPT)
• Lost & Found
 Guest Services:
• Emergency Procedure
• Equipment and Supplies
• Special Procedures
 Front Office Responsibilities:
Front Office Communication

• Communications is vital to front office operations because

nearly everything that happens in a hotel affects the front
office and vice versa.
• Front Office Staff must communicate effectively with one
another, with various departments and with the guests.
• Communication not only involves face to face communication,
messages sent over computer terminals.
• Effective communication involves the use of log books,
information directories and mail and telephone procedure.
• The larger the hotel and the more people involved, the more
complex the communication network.
• The hotel must present a professional, positive image to guests
in all of its communications.
• When answering the telephone, staff members should provide
a warm and informative greeting to callers, not neglecting to
introduce themselves and asking how they can be of help.
• In face-to-face communication, staff members must include
appropriate body language and eye contact along with their use
of professional language, tone of voice, and demeanour.
 Front Office Communication

Log Books:
Front Office staff should be aware of important events
& decisions that occurred during previous work shifts.
Log book is a daily journal which chronicles unusual
events, guest complaints or requests and other relevant
information
Before beginning the shift the front office agent should
review the log book and initial the log book by noting
all important follow ups.
 Front Office Communication
Information Directory: • Shopping locations
 An information directory • Restaurant
typically contains the locations/menus • Special
following information: events schedules
• Area maps • Some hotels have installed
• Taxi telephone numbers automated information
• Airline telephone numbers terminals or kiosks in their
• Bank locations lobbies and other public
areas, for guests to directly
• Theatre locations 
access the types of
• Church locations information found in
information directories
 Front Office Communication
 Reader boards provide a schedule of daily events at
the hotel. Printed itineraries may be placed at the front
desk, lobby, elevator.
Today, this information may be found on display screens
or in-room televisions rather than traditional reader
boards.
Group Resume Book: 
• Common in convention hotels, group résumé books or
files contain information for each group staying in the hotel,
such as group activities, billing instructions, key attendees,
recreational arrangements, arrival and departure patterns,
and other important information
• Many hotels make the group résumé book/file required
reading for front desk and uniformed staff at the beginning
of each work shift
• Front desk staff members should use the group
résumé/file to become familiar with all incoming groups
• The group résumé book/file should be kept current and
be easily accessible to front desk staff 
Mail Handing:
 • Guests rely on the front office to relay delivered mail
and packages quickly and efficiently.
• Typically, front office staff members are expected to
time-stamp all guest mail when it arrives.
• When mail and packages arrive for guests, front desk
records should be checked to verify that those guests
are currently registered, are due to check in, or have
checked out. There are different mail/package handling
procedures for each of these three circumstances.
• Registered guests: Mail/packages for registered guests should be
time-stamped and held at the front office in a secure area; these
guests should be promptly notified.
• Guests due to check in: Mail/packages for guests due to check in
should be time-stamped and held until the guests check in, with a
notation made on each guest’s reservation record.
• Guests who have checked out: Mail/packages should be time-
stamped and returned to their senders, or to a forwarding address if
the guest left one with the hotel.
• Mail/packages requiring a signature upon delivery: Some hotels
allow front desk personnel to sign for such items on behalf of guests;
sometimes only the guest can sign for an item, in which case the
guest must be contacted and, if not found, notified that a delivery
attempt was made.
Telephone Services:
 • In-room local and long-distance telephone service
• Telephone messages
• Voice mailboxes
• Broadcast messages for groups
• Facsimiles
• Wake-up services
• E-mail and data services
Message Slip
Role Play:
There is a call for Mr.Khanna #245
i). Guest is not in the room
ii). Guest is in the room
 Request for Wake Up Call
• Greet the guest/ Address the guest
• Note down the time and date when the wakeup call is required.
May I know what time you want the wake up call to be place?
• Repeat and recheck with the guest.
• When receiving a wake-up call request from a guest, check if the guest
would like to have some tea or coffee along with the wakeup call.
• Check with a guest for a reminder wake-up call.
• Mr. Sharma, your wakeup call is placed for tomorrow morning at 0700
am. Would you like to have a reminder call as well? Would you like to
order for a cup of tea/coffee ? Anything along with Tea/Coffee?
• Repeat the order and also confirm that the order will be delivered along
with reminder call
• Note the following in the wake call book: Date/Name of
guest/Room number/Time for wake-up call/Signature
• Details of IRD order needs to be mentioned in the wake up
call register & to be informed to IRD personnel.
• Wake-up call should be personalized with guest name and
time of day (if it is given manually) Good morning Mr. Sharma
this is your 0700 AM wake up call.
• Call should be delivered within two minutes of the requested
time. Good morning Mr. Sharma this is your 0710 AM
reminder wake up call. Have a nice day!!!
• The reminder call may be automated /manual and should be
given within 05 minutes of the time requested by the guest.
•  
Role play:

#245 Mr.Khanna calls the front desk to place a

wake up call
 Interdepartmental Communication

Refer interdepartmental
communication ppt Marketing
& Public
Relations

Engineering and Front House keeping

Maintenance
Office

Revenue
Centres
 Guest Services

As the centre of front office activity, the front desk is

responsible for coordinating guest services. Typical
guest service involves providing information & special
equipment and supplies.

Guest satisfaction  ability of Front Desk’s respond to

guest request.
Equipment & Supplies:
Guest may request special equipment and supplies while
making a reservation at the time of registration, or during
occupancy.
Reservations agents should have reliable method for
recording special requests to ensure they are met when
guest arrives.
Equipment and supplies commonly requested by guest
includes roll away beds, cribs, additional
lines/pillows/Irons and ironing boards, additional hangers.
Special Request:
Front Desk staff is empowered to handle the guest request
and satisfy the guest.
Sometimes the guest requests are exceptions to the SOPs
but in the guest’s best interest.
Typical Request:
• Spilt Account Folio* • Master Account Folio*
• Transportation Arrangements •Entertainment Request
• Wake Up Call •Newspaper Delivery •Secretarial Services
 Guest Relations

 Despite front office staff’s efficiency and attentiveness,

guest will occasionally be disappointed or find fault with
something or someone at the hotel.
 Front Office should anticipate guest complaints and device
strategies that help staff effectively resolve the situations.
 Front Desk staff should be attentive to the guest
complaints, seek timely and satisfactory solution to the
problem.
 Every guest problem should be welcomed as an
opportunity to enhance guest relations.
 Complaints

Guest complain can be classified into 4 categories:

• Mechanical Complaints
• Attitudinal Complaints
• Service Related Complaints
• Unusual Complaints
 Task: Handling Complaints
General Complaints

 Guest complaints for deficiency in product/service or any service delay:

•  Listen to the guest, stay calm.
• Apologize and empathize for the specific problem. Serious guest
complaints will be immediately responded by a manager.
• Offer multiple solutions if possible. Solution should be adequate and
appropriate to the situation.
• Give the guest assurances. Immediate action and coordination with the
concerned department.
• Follow-up should be timely and in a manner promised or expected.
• Give a courtesy call to the guest once the problem is solved if time
permits.( courtesy call depends from one hotel to another)
• All the guest complaints are recorded in feedback book manually.
Complaints are written in shift handover book as well. Discussed in the
shift briefing and why why analysis is done.
 Task: Handling Complaints
General Complaints
Follow Up Procedures
Front Office Management may use the front office log book /guest
feedback book to initiate corrective actions, verify the guest complain
have been resolved, and identify recurring problem.
After the guest departed, a letter from Front Office Manager/General
Manager expressing regret about the incident is usually sufficient to
promote goodwill and demonstrate concern for guest satisfaction.
Comment on the attitude and posture of
the front desk associate who is dealing
with the guest.
 Communication skills:

Direct and continuous interaction with guest means that good

communication skills are essential for front office staff.

Apologizing doesn’t always mean you are accepting responsibility.

You are sorry a guest has been upset; Not because you are at fault.
Ex: I am so sorry you have been troubled.
I am sorry to have kept you waiting.

Never blame someone else, especially your colleagues.

Do not give excuses. Guest is not concerned with your problem. Never
tell a guest that you are short staffed, or manager is away today.
Ex: Thank you for pointing out this. I will investigate immediately.
 Front Office Security Functions

Providing security in a hotel means protecting people (guest, employees,

and others) and property. Each lodging property is responsible for
developing its own security program.

The Role of Front Office

Key Control
Surveillance and Access Control
Protection of Funds
Safe Deposit Lockers
Lost and Found
Emergency Procedure
 Front Office Security Functions:
Role of Front Office
• An effective security program needs efforts of all employee
• Front Desk Agent, Door Attendants, Bell Boys, and Parking Attendants
have opportunity to observe all people entering the hotel
• Any suspicious activity should be reported immediately
• Keys should never be given without proper identification
• Front Office prohibits staff members from providing guest information to
caller or visitors. Room number should not be mentioned
• A person enquiring at the front desk about a guest may be asked to use
house phone which is routed to operator. The caller can then be properly
screened to provide additional security.
• Safety & Security of guest luggage
• Advance & Settlement of room charges and services used by guest
 Front Office Security Functions:
Key Control
3 types of Guest Room Keys:
• An Emergency Key
• Master Key
• Guest Room Key

An emergency key opens all guestroom doors, even when they are double
locked*. Emergency keys should be highly protected. Emergency keys
should be highly protected. The movement should be strictly controlled and
recorded.
 Front Office Security Functions:
Key Control
A master key, opens all guestroom doors that are not double locked. When
not in use, a master key should be secured in a designated place for
safekeeping. Only authorized personnel should have access to master key.
Master key is issued to personnel on the basis of their needs and
requirements, not on the basis of ranks and designation. Written record
should be maintained of employees who have been issued master keys.

A guestroom key, opens a guest room door so long as it is not double

locked. Appropriate identification should be checked to ensure that the
person requesting the key is the guest registered. Front Desk Agents should
remind guest to return the room keys at check out.
Front Office Security Functions:
Key Control
Electronic Lock System: This replaces traditional
mechanical locks with sophisticated computer
based guest room access device. A centralized
locking system operates through a master control
console at the front desk which is wired to every
guestroom door.
At check in, a front desk agent will insert a
special key or plastic card into the appropriate
sloth on the console. The keys have been randomly
coded and this unique code is the transmitted to
guest room door lock. When a next guest checks
in, a new door code will be re-programmed to that
room.
 Front Office Security Functions:
Surveillance & Access Control
• Although open to public, it is a private property
• Hotel employees should be trained to recognize suspicious people and
situations
• Lobbies are designed so front desk agents can view the property’s
entrances, elevators, and stairways
• Some one is stationed at Front Desk all times
• Closed Circuit Television Cameras is an an be effective surveillance
system in properties.
 Front Office Security Functions:
Protection of Funds
• Accounting Division is primarily responsible for hotel funds. However,
other departments , particularly the front office, contribute by
protecting financial assets.
• The Front Desk cashiering function plays a critical role in protection of
hotel funds. The Front Desk Cashier is responsible for the Cash Bank
system.
• All transactions are immediately recorded.
• Exchanging Currency
 Front Office Security Functions:
Safe Deposit Locker
• Hotels provide safe deposit lockers for the guest belongings especially
cash, jewellery and important documents. These lockers are located in a
limited access area.
• Two keys should be required to open any safe deposit locker. The front
office key is used along with the guest key.
• Whenever, a guest wishes to operate the locker, the front desk agent use
their respective keys to open the lock. Signature in the safe deposit
locker register is taken before issuing the keys and giving access to the
locker.
Explain the difference between the two :
-- A guest has a problem sending a fax after the business centre has closed
-- A guest complain of dirt bed linen
6tg
Explain how would you handle the situation :
-- Mr.Young, a guest has misplaced his medication which he needs to take
regularly. His prescription is back in US but he does remember the name and the
dosage of his medicine.
-- Its 11:45 am and you are on duty, when you receive a call from Mr.Jones. He is
calling from the airport. Mr.Jones stayed at your hotel the previous night and has
left his passport on the table by the bed in his room. His room number was 225.