Introduction to Front Operations: Front Office Department

The core activity of the hotel is to sell rooms, and the Front Office department is considered the nerve center of the hotel because it is responsible for the sale of hotel rooms using systematic reservation methods, registration, and assigning rooms to customers.

The Front Office department can be organized according to its specific tasks, depending on the size of the hotel. This organization ensures that the operations are of quality standard and provide the highest comfort and satisfaction to guests.

The Front Office Manager is tasked to lead the team, ensure quality service by making effective decisions in reservation policies and room assignments, and handle guest complaints with courtesy and tact.

The Concierge is responsible for welcoming guests upon arrival, providing service to guests who need assistance or information, and ensuring the guests' satisfaction by providing personalized solutions such as suggesting hotel activities and other recreational activities.

In large hotels or establishments, the Night Auditor is often responsible for taking messages and performing other communication services for the guests. In small and mid-size hotels, the same tasks are often performed by fewer employees, often combining job duties.

The General Manager is responsible for all aspects of operations at the hotel, from day-to-day staff management to guests.

Ensure perfect coordination between all departments

Oversee front desk operations and supervise front office work shifts

Oversee room sales and reservations, train reservation agents for maximizing revenue

Reserve, register, and assign rooms to guests, maintain information on room availability and hotel services

Operate telephone switchboard, handle phone communications, make wake-up calls for guests

Post charges to guest folios, assist guests in settling their accounts

The European Plan (EP) does not include meals in the room rate, while the American Plan (AP) includes meals in the room rate.

The Full American Plan (FAP) includes 3 daily meals, while the Modified American Plan (MAP) includes 2 daily meals.

The Continental Plan (CP) includes a continental-style breakfast, while the Bed and Breakfast Plan (BB) includes a full breakfast.

Developing and updating local knowledge enhances front office performance by providing information on attractions, spots, and venues, which enhances visitors' experience and helps them find the best places to spend their time.

Tourism products are described as "products or services that are made for tourist consumption that satisfy tourist's leisure, pleasure or business needs."

The text states that local culture "encompasses language, religion, cuisine, customs, music, and arts."

The Bcc option is used when the recipients do not know each other, so their email addresses are not visible to the other recipients.

The email subject should clearly and professionally state the email's topic, avoiding excessive use of all caps.

The recipient's full name, position, and a salutation (e.g., 'Dear Mr. Smith') should be included when addressing the recipient in a business email.

The 'Reply to All' option should not be used if the message is only relevant to a single person and not to the others in the conversation.

When attaching files to an email, you should state that there are attachments in the message, and rename the files before attaching them.

Examples of common business management tools mentioned in the text include two-way communication devices, digital cameras, cellular phones, credit card terminals, brochures/magazines/information materials, and photocopiers.

A Property Management System (PMS) is a software that helps hotels efficiently organize, schedule and manage their daily operations.

The steps are: 1) Finding out guest details and reserved accommodation, 2) Verifying cancellation charges, 3) Notifying guest about charges, 4) Cancelling reservation in the system, 5) Updating accommodation availability, 6) Confirming cancellation to guest.

Reservation reports are generated to help the management find trends and make forecasts about business.

By integrating technology in all aspects of their operations.

Technology is in a constant state of flux and is continuously unlocking new opportunities aimed at improving customer satisfaction and boosting internal efficiency.

Each hotel brand has come up with a unique pitch and specialized services which can cater and appeal to customers in a range of ways.