History and FO Organizational Chart PDF

Leigh Anne Agustin Mijares-Fernandez Subject Instructor HISTORY OF FRONT OFFICE Early Inns and Taverns (Ancient Times - Middle Ages): The concept of hospitality can be traced back to ancient civilizations, where travelers would find shelter in inns and taverns along trade routes. These est...

Leigh Anne Agustin Mijares-Fernandez Subject Instructor HISTORY OF FRONT OFFICE Early Inns and Taverns (Ancient Times - Middle Ages): The concept of hospitality can be traced back to ancient civilizations, where travelers would find shelter in inns and taverns along trade routes. These establishments were often simple and provided basic accommodations and meals. Rise of the Modern Hotel (18th - 19th centuries): The Industrial Revolution and increased travel led to the emergence of more formalized lodgings. Inns and taverns evolved into purpose-built hotels that offered rooms, dining areas, and reception areas. However, the concept of a dedicated front desk or front office was not well-defined yet. Early Front Desk Operations (19th - early 20th centuries): As hotels became more established, the need for a centralized point of contact for guests arose. A front desk or reception area began to take shape, where guests could check in, inquire about services, and make payments. Communication was often handwritten or through face-to-face interactions. Manual Systems and Guest Registers: Throughout the 19th and early 20th centuries, hotels maintained manual systems for managing guest information. Guest registers were used to record check-ins, check-outs, and other essential information. Bellhops and concierges played crucial roles in assisting guests with their needs. Introduction of Telephony (Late 19th century): The invention of the telephone revolutionized communication within hotels. Guests could request services, ask for information, or communicate with the front desk more efficiently. This marked a significant shift in front office operations, enabling better guest interactions. Emergence of Key Systems (Early 20th century): To enhance security and streamline guest access, hotels began implementing key systems. Initially, physical keys were used, but electronic key cards started gaining popularity in the latter half of the 20th century. Computerization and Reservation Systems (1960s - 1980s): The introduction of computer systems transformed front office operations. Reservation systems allowed hotels to manage bookings more efficiently, and computerized check-in/check-out processes became common. This era also saw the development of guest profiles and loyalty programs. Global Distribution Systems (GDS) and Online Bookings (1990s - 2000s): The internet brought about a revolution in the way hotels managed reservations and guest interactions. Global Distribution Systems (GDS) allowed travel agents to book rooms electronically, and the rise of online travel agencies (OTAs) enabled guests to make direct bookings through websites. Modern Technology and Guest Experience (2000s - Present): In recent years, hotels have integrated advanced technology into front office operations. Mobile check-in/check-out, digital key systems, and personalized guest experiences through data analysis have become standard. Chatbots and AI-driven systems are also being utilized to enhance guest interactions. contact “MAKE A GOOD FIRST IMPRESSION” LUGGAGE ata effortlessly OF RESERVATION DATA EFFORTLESSLY. Duties for a receptionist vary from place to place. Some duties you’ll assume to take on as a receptionist are the following:  Welcome guests Connecting guests to appropriate staff Creates a positive and memorable experience for customers, client, patients, partners, employees, investors – anyone that walks-in o calls you place of business Answer, screen and forward phone calls Maintain calendars Accept mail and courier deliveries Increases security by determining who gets access to the office. Inform employees of visitor’s arrivals or cancellations. Accept payments depending on the 1. People management responsibilities for approx. 15 staff, including: Recruiting, training and developing staff to provide the department with an appropriately skilled and motivated workforce. Managing rotas to ensure adequate cover at all sites at all times to ensure the provision of a consistent service Ensuring that the team are correctly attired and project a professional image at all time. 2. To project manage and facilitate the strategic implementation of new working practices to ensure the successful roll out of initiatives which will result in consistency to our customers and will improve the overall service offering. 3. Producing monthly and ad-hoc reports on service usage and service issue to ensure that customers and management receive appropriate information in an accurate and timely manner. 4. Ensuring the maintenance of the visitor electronic pass system and the maintenance of the client facing areas. 5. Regular liaising with customer relationship managers (and, when necessary, customers directly) to ensure provision of a focused service. Answer inquiries and obtain information for general public, customers, visitors, and other interested parties. Provide information regarding activities conducted at establishment; location of departments, offices, and employees within the organization. 1. Operate telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments. 2. Receive payment and record receipts for services. 3. Perform administrative support task such as proofreading, transcribing handwritten information, operating calculators or computers to work with pay 4. Greet persons entering the establishment, determine the nature and purpose of visit, and direct or escort them to specific destinations. 5. Hear and resolve complaints from customers and public and al so file and maintain records. 6. Transmit information or documents to customers, using computers, mail or facsimile machine. FRONT OFFICE GUEST SEVICES  Guest Services Hotel front desk employees (also known as guest services employees) are responsible for making sure each guest has a pleasant experience at a hotel. Tasks typically involve checking in and checking out guests, taking reservations, and answering any questions guests may have. FRONT OFFICE GUEST SEVICES  Guest Services Manager Handling guest mails, letters, and couriers. Ensuring guest messages are delivered at the right time. Training the guest service staff such as concierges, bell staff, wallet parking staff, and porters. Maintaining guest service suggestion cards and guest complaints. Scheduling and appraising guest service staff. Ensuring the staff delivers services, accurately and timely.  Guest Service Officer Review arrival lists to welcome guests Attend to special guests (e.g. VIPs) and answer their inquiries Help prepare welcome folders with collateral (e.g. room service menus, area descriptions) Provide information about amenities, area and venues and promote services Anticipate guest needs and build rapport with customers Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages) Address customer complaints and escalate to Guest Relations Manager when needed Record information in the logbook daily Ensure compliance with health and quality standards  Guest Service Associate To answer the telephone calls and to keep a track of the in house activities like giving information regarding the availability of the rooms and making reservations based on it To maintain up to date knowledge on the current services that are being offered and make sure that this information is conveyed to the customers in an effective way To ensure that the rooms have been allocated properly, hand over the keys to them and ensure that all the registration and check in procedures have been followed as per the given standards  BELLSTAFFS These employees also used to be called bellhops, and in some hotels they still are. As soon as a guest checks in at the front desk, the porter helps the guest take his or her luggage to the room and makes sure the room is acceptable to the guest. Often the porter is asked questions about other services at the hotel, so he or she should be knowledgeable of all the hotel has to offer. Porters are usually hired at full service hotels, not motels.  CONCIERGES If a guest needs a specific service, such as a babysitter, the guest can contact the concierge, who will coordinate the execution of this service. Other services the concierges assist with include making arrangements for dry cleaning and laundry, purchasing show tickets, and making reservations at local restaurants. At some hotels this is an entry level job. At other hotels, you must have a degree or years of experience before you are eligible for this position.  FRONT DESK CLERKS As the name implies, these employees man the reception area, which is the first place guests go when they arrive at a hotel. As a front desk clerk you'll need to verify a guest's reservation. If the guest doesn't have a reservation, you'll need to check room availability. The check in process for guests usually includes getting credit card information, giving the guest the pass card to enter the room, and answering any questions the guest has. Front desk employees also often take phone calls and make reservations.  BELL STAFF hotel bell service staff are available to provide any reasonable request made by a guest. assisting guests with transporting luggage Bell service staff also assist in making arrangements and delivering guest requests.  Guest service representative Listen to guests and help accommodate their requests, whether it's extra towels, toothpaste, or a dinner recommendation. Knows how to diffuse a tense situation if a guest is dissatisfied with their room or service in the hotel, and does everything possible to make the guest happy. FRONT OFFICE ACCOUNT  What is front office account? The night audit process aims to collate revenue against various revenue heads. Specifically, the night audit process evaluates and closes daily cash flow into and out of the hotel's account. Also referred to as the end-of-day process, it ensures the rollover from one business day to the next day.  NIGHT AUDIT -.The night audit is the control process whereby the financial activity of guests’ accounts is maintained and balanced.  STAFFS NIGHT AUDITOR MANAGER -responsibilities- * Check in guests, answer phones and take reservations * Respond to guest complaints, requests and emergencies * Reconcile accounts -roles- *night auditors may also be required to perform the typical front desk functions during the graveyard shift.  CASHIER Responsibility- *Receive payment by cash, check, credit cards, vouchers, or automatic debits. *Issue receipts, refunds, credits, or change due to customers. *Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change. roles- *Cashiers are tasked with processing debit cards and making credit card transactions, either with the general public or during transactions with employees. Housekeeping: The front office and housekeeping departments work closely together to manage room availability, cleanliness, and guest satisfaction. Housekeeping staff inform the front desk when rooms are ready for check-in, and the front desk communicates guest requests and room status changes to housekeeping. This collaboration ensures that rooms are prepared for new arrivals and that any special guest preferences are accommodated. Maintenance: Maintenance and front office teams collaborate to address guest complaints about room facilities, equipment, or other maintenance-related issues. The front desk may receive reports from guests about malfunctioning equipment or room conditions, and they communicate these issues to the maintenance department for prompt resolution. Maintenance teams also play a role in ensuring the overall comfort and functionality of guest areas. Security: Front office staff collaborate with the security department to ensure guest safety and manage access control. Security teams assist with monitoring guest entrances and exits, responding to emergencies, and maintaining a secure environment. The front desk may share guest information with security personnel to ensure the safety and privacy of guests. Finance and Accounting: The front office and finance/accounting departments coordinate for guest billing, payment processing, and financial reporting. Front office staff manage guest check-ins, record charges, and verify payment methods. This information is then passed to the finance department for accurate billing and financial reporting. Human Resources: The human resources department collaborates with the front office to manage staff scheduling, training, and performance evaluations. The front desk relies on proper staffing levels to provide excellent guest service, and the HR department ensures that front office staff are well-trained and motivated. Effective communication, well-defined processes, and a spirit of teamwork are essential for successful interdepartmental coordination. Regular meetings, cross-departmental training, and shared technology platforms can facilitate this collaboration and help ensure that all departments work together seamlessly to create memorable guest experiences.  Essential Attributes of Front Office Staff Pleasant, sturdy, and agile personality High sense of good conduct and hygiene Ability to solve problems and decide quickly Salesmanship Integrity  Essential Attributes of Front Office Staff Punctuality Knowledge of etiquettes and manners Command over language Confident yet polite in nature. Capacity to tackle situations of emergency SWITCHBOARD OPERATOR They are the staffs under the section of front office communication. Vital link between the prospective guest and the hotel it self is switchboard operator who represents the hotel. When the customers or guests call the hotel, the call first arrives at the switchboard operator. The switchboard operator greets the guests and transfers their call to appropriate department. THANK YOU!