FRONT OFFICE

SERVICES
 WHAT IS
FRONT
OFFICE
SERVICES
?
 FRONT OFFICE SERVICES
The services that are directly involved in the customer service process. They
consist of the people and processes that make up the initial contact between a
customer and a business. This includes customer service representatives,
receptionists, sales staff, and other customer-facing employees.
The primary functions of the front office include reservations, checking in and
out, the handling of financial transactions (such as settling accounts or
providing currency exchange), fielding customer enquiries, arranging guest
services, and more.
LESSON 1: FRONT OFFICE
DEPARTMENT
 FRONT OFFICE DEPARTMENT

∙ The Front Office is the department responsible

in the sale hotel rooms using systematic
reservation methods, registration and assigning
rooms to customers. It fulfils the core activity
of the hotels which is to sell rooms, that is why
it is considered as the nerve center of the hotel.
FO Department can be organized according to its specific task,
depending on the size of the hotel. Here is a sample FO
organizational chart:
FRONT OFFICE DEPARTMENT ORGANIZATIONAL CHART
LESSON 2: THE FRONT OFFICE
STAFF
LESSON 3: FRONT OFFICE DESIGN AND
EQUIPMENT
LESSON 4: PERFORMING CLERICAL
PROCEDURES