Hotel Front Office Department Overview

Study Notes

The front office, also known as the reception area, is the nerve center of a hotel.
It's located in the foyer and lobby, making it the first point of contact for guests.
The department handles guest interactions, manages reservations and room assignments, and ensures guest satisfaction. It generates the majority of hotel revenue (two-thirds from room sales).
It acts as a crucial link between guests and other hotel departments.

Pre-arrival: Guests inquire about accommodations via phone, email, or the hotel website. The front office captures guest information for reservations.
Arrival: The front office staff receives guests, handles luggage, processes registration (Guest Registration Card - GRC), and assigns rooms. Guests receive welcome kits and keys.
Occupancy: The front office tracks guest charges for services (restaurants, room service, calls etc.) and manages room keys. They also arrange services like transportation or babysitting.
Departure: The front office settles guest accounts, handles payment, and arranges for luggage and transportation, such as airport transfers.

Traditional functions include reservations, registration, room assignments, guest services, room status updates, account settlement, and maintaining guest history records.
The department maintains a guest database, coordinates services, and focuses on guest satisfaction.
The front office is considered the "face" of the hotel and supports all guest transactions and services.

The hotel front office, also known as the reception area, is the hotel's nerve center and the primary point of guest contact.
It's located in the foyer and lobby areas, making it highly visible to guests.
The department is responsible for guest services, generating a significant portion (two-thirds) of the hotel's revenue.

Handles key functions throughout the guest cycle (pre-arrival, arrival, occupancy, and departure).
Traditional functions include reservations, registration, room and rate assignment, guest services, room status updates, account settlements, and guest history record-keeping.
Maintains a comprehensive guest database and coordinates services to ensure guest satisfaction.
Serves as the "face" of the hotel, establishing the first impression for guests.

Operates 24/7 with three shifts: Morning (7:00 AM - 3:00 PM), Day-Evening (3:00 PM - 11:00 PM), and Night (11:00 PM - 7:00 AM).
Guest Registration: Manages check-in, room assignment, welcoming guests, and room rate information.
Guest Services: Addresses guest needs and requests.
Guest History and Records: Creates and maintains guest profiles, tracking preferences, dislikes, and feedback.
Guest Database: Develops and maintains a thorough database of guest information.
Room Status Updates: Updates room status (checked in (CI), checked out (CO), do not check out (DNCO), do not disturb (DND)).
Reservations: Manages room reservations from various sources, recording and filing reservation details, and ensuring room availability for guests.
Postage and Parcels: Facilitates guest mail and package handling.