Front Office

Services
 Front Office Department
 Most important department in the hotel
- nerve for hotel operation
- Interface between a hotel and its guests
 Guests makes first contact with FO department
 First place that can makes guest develop an
impression about FO department
 Communication and Accounting are the most
important functions of the front desk operation.
 Accounting procedures involves
- settlement of the guest bills
- accepted advance booking of hotel rooms
- settles bills at the time of check out
 Effective communication with
GUESTS:
- processing the guest reservation
- handling guest reception
- fulfill the guest inquiry usage in the hotel
such as internet facilities, safe deposit
- check- in and out of the hotel
OTHER DEPARTMENT S OF THE HOTEL ETC.
- maintaining the room status
 FO Department operates 24 hours a day
Three main shifts in FO Department
Morning – day shift 7:00 am – 3:00 pm
Day – evening shift 3:00 pm– 11:00pm
Night shift 11:00pm – 7:00 am
 Organizational Chart
 Organizational structure of FO department
depends on the size an style of operation of the
hotel. It can be categorized into:
- Small sized hotel
- Medium sized hotel
- Large sized hotel
DUTIES OF FRONT OFFICE
PERSONNEL
Front Office Manager
 Direct and coordinate the activities of the front
office department
 Perform the function of a link between the
management and front office employees
 Responsible for hiring, training, supervising an
disciplinary all front desk, reservation, and guest
services staff members in order to maintain the
desired standard f service
 Prepared the budget for the front office
department
 Evaluate the job performance of each front office
employee.
Bell Boy
 Handling guest luggage at the time of
arrival and departure
 Escorting guests to their rooms on arrival
 Familiarizing guests about safety features
and in- room facilities
 Locating a guest in a specified area of the
hotel
 Posting guests mails
Cashier
 Receiving payments
 Balancing guest amount
 Opening and maintaining guest folios
 Recording all credit charges in guest folios
 Preparing bills at the time of check out
 Handling credits/debit/charge cards for the
settlement of a guest account
 Administer the safe deposit system
 Handling foreign currency
Door Attendant
 Open the doors of guests vehicles on their
arrival in the hotel
 Help bell boys in lifting luggage
 Coordinate with parking attendants for
parking guest vehicles in the hotel’s
parking area.
Night Auditor
 Preparing the night audit report
 Check- in and check-out guest who arrive
or depart after 11:00 p.m
 Processing the reservation
 Performing the duties of security guard
 Monitoring fire safety system
 Act as cashier for banquet function
 Performing the duties of manager on duty
Receptionist
 Greeting guest
 Handling special request
 Handling check-in and check-out
 Providing information to guest
 Assigning rooms and dispensing guest
room keys
Concierge
 Making reservations for dining in famous
restaurant
 Arranging tours, limousine, and
entertainment ticket
 Maintaining good relationship with
hospitality industry
 Personal helper to VIP
 Obtaining tickets for theatres, musicals,
etc.
 Provide latest information of events
Reservation Agent
 Handling guaranteed and non-guaranteed
reservation
 Up sell accommodation
 Prepared the expected arrival list and the
expected departure list every day
 Prepared a guest folder and to keep the
mails and messages of guest with
reservation doc
 Providing management information to
other
Telephone Operator
 Processing all incoming and outgoing calls
 Log all wake- up call on the system
 Answer questions about the hotel’s
services and products
 Taking messages
 Operating hotel paging system
 Direct incoming calls to the desired
extension
 Pre – Arrival
- Reservation
 Arrival
- Registration
- Room assignment
- Issuance of room key
- Baggage handling
 In – House
- Mail and messages handling
- Maintenance of guest account
- Paging and travel assistance
- Safe deposit, currency exchange
 Departure
- Preparing guest bill
- Settlement of guest account
- Transportation
- Future reservation