Front Office Department PDF

Chapter 1 Front Office Department Introduction Operations and Key Functions  INTRODUCTIONS TO THE HOTEL FRONT OFFICE DEPARTMENT FRONT OFFICE THE FRONT OFFICE IN THE HOTEL INDUSTRY, ALSO CALLED THE RECEPTION AREA, WHICH THE RECEPTIONIST IS THE ONE WHO GET IN TOUCH WITH THE CUSTOMERS. THE...

Chapter 1 Front Office Department Introduction Operations and Key Functions  INTRODUCTIONS TO THE HOTEL FRONT OFFICE DEPARTMENT FRONT OFFICE THE FRONT OFFICE IN THE HOTEL INDUSTRY, ALSO CALLED THE RECEPTION AREA, WHICH THE RECEPTIONIST IS THE ONE WHO GET IN TOUCH WITH THE CUSTOMERS. THE FRONT OFFICE IS ALSO CALLED THE NERVE CENTRE OF A HOTEL. IT CAN BE DEFINED AS A FRONT OF THE HOUSING DEPARTMENT LOCATED AROUND THE FOYER AND THE LOBBY AREA OF A HOSPITALITY PROPERTY. AS THIS DEPARTMENT IS LOCATED AROUND THE FOYER AREA OF THE HOTEL AND IS VISIBLE TO THE GUESTS, PATRONS AND VISITORS, THEY ARE COLLECTIVELY CALLED “FRONT OFFICE”. THE FRONT OFFICE IS THE PART OF A COMPANY THAT COMES IN CONTACT WITH CLIENTS, SUCH AS THE MARKETING, SALES, AND SERVICE DEPARTMENTS. THE TERM HAS MORE SPECIFIC MEANING IN DIFFERENT INDUSTRIES. SHOULD GUESTS HAVE ANY PROBLEMS OR REQUIRE TO APPRECIATE OR COMMENT, THEY WOULD NORMALLY GO DIRECTLY TO THE FRONT OFFICE, BECAUSE IT IS CONVENIENT TO CONTACT AND CONVERSE WITH OTHER DEPARTMENTS. THEREFORE, THIS DEPARTMENT IS THE DIRECT DELEGATE TO LINK THE WORK AND REPORT THE CONSEQUENCE TO OTHER DEPARTMENTS. THIS DEPARTMENT IS ONE OF THE MAJOR OPERATIONAL AND REVENUE- PRODUCING DEPARTMENTS OF THE HOTEL WHICH GENERATES TWO- THIRDS OF THE REVENUE EARNED BY A HOTEL FROM THE SALE OF THE GUEST ROOMS. IT INVOLVES IN PROVIDING VALUABLE SERVICES TO THE GUESTS DURING THE ENTIRE GUEST CYCLE CONSISTING OF PRE- ARRIVAL, ARRIVAL, OCCUPANCY AND DEPARTURE GUEST CYCLE IN HOTEL GENERALLY, A GUEST’S INTERACTION WITH THE HOTEL IS DIVIDED INTO THE FOLLOWING FOUR SEQUENTIAL PHASES PRE-ARRIVAL IT IS THE STAGE WHEN THE CUSTOMER IS PLANNING TO AVAIL AN ACCOMMODATION IN THE HOTEL. IN THIS FIRST STAGE, THE CUSTOMER OR THE PROSPECTIVE GUEST ENQUIRES ABOUT THE AVAILABILITY OF THE DESIRED TYPE OF ACCOMMODATION AND ITS AMENITIES VIA TELEPHONIC CALL OR AN E-MAIL. THE CUSTOMER ALSO TRIES TO FIND OUT MORE INFORMATION ABOUT THE HOTEL BY VISITING ITS WEBSITE. AT THE HOTEL END, THE FRONT OFFICE ACCOUNTING SYSTEM CAPTURES THE GUEST’S INFORMATION SUCH AS NAME, AGE, CONTACT NUMBERS, PROBABLE DURATION OF STAY FOR ROOM RESERVATION AND SO ON.  ARRIVAL THE FRONT OFFICE RECEPTION STAFF RECEIVES THE GUEST IN THE RECEPTION. THE PORTERS BRING IN THE GUEST LUGGAGE. FOR THE GUEST WITH CONFIRMED RESERVATION, THE FRONT OFFICE CLERK HANDS OVER A GUEST REGISTRATION CARD (GRC) TO THE GUEST AND REQUESTS THE GUEST TO FILL IN PERSONAL INFORMATION REGARDING THE STAY IN THE HOTEL. THE CLERK THEN REGISTERS THE GUEST IN THE DATABASE THEREBY CREATING A GUEST RECORD AND A GUEST ACCOUNT ALONG WITH IT. LATER, THE CLERK HANDS OVER A WELCOME KIT AND KEYS OF THE ACCOMMODATION. AFTER THE PROCEDURE OF REGISTRATION, THE GUEST CAN START OCCUPYING THE ACCOMMODATION..  OCCUPANCY DURING OCCUPANCY, A FRONT OFFICE ACCOUNTING SYSTEM IS RESPONSIBLE FOR TRACKING GUEST CHARGES AGAINST HIS/HER PURCHASES FROM THE HOTEL RESTAURANTS, ROOM SERVICE, BAR, OR ANY OUTGOING TELEPHONE CALLS MADE VIA THE HOTEL’S COMMUNICATION SYSTEMS. THE FRONT OFFICE STAFF IS RESPONSIBLE TO MANAGE AND ISSUE THE RIGHT KEYS OF THE ACCOMMODATIONS TO THE RIGHT GUESTS. ON GUESTS’ REQUEST, THE STAFF ALSO MAKES ARRANGEMENT FOR TRANSPORTATION, BABYSITTING, OR LOCAL TOURING WHILE THE GUEST IS STAYING IN THE HOTEL.  DEPARTURE DURING GUEST DEPARTURE, THE FRONT OFFICE ACCOUNTING SYSTEM ENSURES PAYMENT FOR GOODS AND SERVICES PROVIDED. IF A GUEST’S BILL IS NOT COMPLETELY PAID, THE BALANCE IS TRANSFERRED FROM GUEST TO NON-GUEST RECORDS. WHEN THIS OCCURS, COLLECTION BECOMES THE RESPONSIBILITY OF THE BACK OFFICE ACCOUNTING DIVISION. AT THE TIME OF GUEST DEPARTURE, THE FRONT OFFICE STAFF THANKS THE GUEST FOR GIVING AN OPPORTUNITY TO SERVE AND ARRANGE FOR HANDLING LUGGAGE. IN ADDITION, IF THE GUEST REQUIRES AIRPORT OR OTHER DROP SERVICE, THE FRONT OFFICE BELL DESK FULFILS IT. IMPORTANCE OF FRONT OFFICE DEPARTMENT: TRADITIONAL FRONT OFFICE FUNCTIONS INCLUDE RESERVATION, REGISTRATION, ROOM AND RATE ASSIGNMENT, GUEST SERVICES, ROOM STATUS, MAINTENANCE AND SETTLEMENT OF THE GUEST ACCOUNT, AND CREATION OF GUEST HISTORY RECORDS. THE FRONT OFFICE DEVELOPS AND MAINTAINS A COMPREHENSIVE DATABASE OF GUEST INFORMATION, COORDINATES GUEST SERVICES, AND ENSURES GUEST SATISFACTION. THESE FUNCTIONS ARE ACCOMPLISHED BY PERSONAL IN DIVERSE AREAS OF FRONT OFFICE DEPARTMENT. THE FRONT OFFICE IS ALSO KNOWN AS THE FACE OF THE HOTEL. IT IS THE FIRST GUEST CONTACT AREA AND ALSO THE NERVE CENTRE OF THE HOTEL. ALL THE ACTIVITIES AND AREAS OF THE FRONT OFFICE ARE GEARED TOWARDS SUPPORTING GUEST TRANSACTION AND SERVICES.  THREE MAIN SHIFT IN FO DEPARTMENT THE FRONT DEPARTMENT OPERATES 24 HOURS A DAY MORNING – DAY SHIFT 7:00 A.M. – 3.00 P.M. DAY- EVENING SHIFT 3:00 P.M. – 11.00 P.M. NIGHT SHIFT 11:00 P.M. – 7.00 P.M.  THE OPERATIONAL FUNCTION OF THE FRONT OFFICE DEPARTMENT GUEST REGISTRATION: DOES ALL GUEST REGISTRATION-RELATED ACTIVITIES LIKE CHECK-IN, ROOM ASSIGNMENT, WELCOMING, ROOM RATE ETC. GUEST SERVICE: FULFILS ANY GUEST SERVICES RELATED ACTIVITIES. GUEST HISTORY AND RECORDS: CREATES AND MAINTAINS A GUEST PROFILE, HISTORY, LIKES AND DISLIKES, COLLECT FEEDBACK ETC. GUEST DATABASE: DEVELOPS & MAINTAINS A COMPREHENSIVE DATABASE OF GUEST INFORMATION UPDATES ROOM STATUS: RESPONSIBLE TO UPDATE THE CORRECT ROOM STATUS LIKE CI, CO, DNCO, DND ETC. RESERVATION: THIS SECTION IS RESPONSIBLE IN REGISTERING THE ROOM RESERVATION FROM VARIOUS SOURCES, WITH RECORDINGS, FILING OF RESERVATION RECORDS, AND REVISE ON THE APPROPRIATE TIME TO MAKE SURE THAT GUESTS WOULD HAVE THEIR ROOMS UPON ENTERING THE HOTEL. POSTAGE AND PARCELS: THIS SECTION IS TO FACILITATE GUESTS PERTAINING TO THE POSTING OF LETTERS, TELEGRAMS, AND PARCELS. TELEPHONE: THIS SECTION IS TO FACILITATE GUESTS PERTAINING TO THE TELEPHONE BOTH INTERNALLY AND EXTERNALLY, AND TO WAKE GUESTS UP IN THE MORNING UPON REQUEST. FINANCE AND FOREIGN EXCHANGE: THIS SECTION RELATES WITH THE ACCOUNTING DEPARTMENT, THROUGH THE COLLECTION FROM GUESTS THROUGH THEIR SERVICES, AND ALSO GIVE THE FOREIGN EXCHANGE SERVICE. INQUIRY: THIS SECTION IS TO ANSWER QUESTIONS AND INQUIRIES OF GUESTS. THEREFORE, THIS SECTION WOULD HAVE TO BE ALERT WITH ALL THE MOVEMENTS OF THE HOTEL. BELL DESK AND CONCIERGE: PROVIDE ALL SERVICES RELATED TO BELL DESK AND CONCIERGE.  FRONT OFFICE DUTIES AND RESPONSIBILITIES 1. GREET CLIENTS AND SET A POSITIVE OFFICE ATMOSPHERE 2. ANSWER THE PHONE, TAKE MESSAGES, AND REDIRECT CALLS TO APPROPRIATE OFFICES. 3. ORGANIZE AND MAINTAIN FILES AND RECORDS; UPDATE WHEN NECESSARY 4. CREATE AND MAINTAIN UPDATED DOCUMENTS AND SPREADSHEETS 5. OVERSEE THE SORTING AND DISTRIBUTION OF INCOMING MAIL 6. PREPARE OUTGOING MAIL (ENVELOPES, PACKAGES, ETC.) 7. OPERATE OFFICE EQUIPMENT, SUCH AS PHOTOCOPIER, PRINTERS, ETC. 8. ORGANIZE BOOKKEEPING AND ISSUE INVOICES/CHECKS 9. RECORD MEETING MINUTES AND DICTATIONS 10. PERFORM INVENTORY OF OFFICE SUPPLIES AND ORDER WHAT IS NEEDED 11. NOW LET’S LOOK AT DUTIES & RESPONSIBILITIES IN DETAIL OF EACH PERSON IN THE FRONT OFFICE DEPARTMENT. DUTIES & RESPONSIBILITIES OF FRONT OFFICE STAFF FRONT OFFICE MANAGER: IN CHARGE OF THE FRONT OFFICE DEPARTMENT. HE IS WHOLLY RESPONSIBLE FOR THE DAILY FUNCTIONS. DIRECTS AND COORDINATES THE ACTIVITIES OF THE DEPARTMENT COORDINATES WITH CLOSELY RELATED DEPARTMENTS SUCH AS HOUSEKEEPING, F&B SERVICE ETC. REPORTS TO THE MANAGEMENT AT REGULAR INTERVALS TO PLAN AND COORDINATE HOTEL HOUSING ACTIVITY RESPONSIBLE FOR THE EMPLOYMENT AND TRAINING OF HIS STAFF RESPONSIBLE FOR MAINTAINING WORK PERFORMANCE RECORDS MEETS INDIVIDUAL GUESTS OR GROUP REPRESENTATIVES TO SOLVE PROBLEMS RELATED TO ROOM ASSIGNMENT, PRICE, BILLING ETC.  ASSISTANT FRONT OFFICE MANAGER: IN CHARGE OF THE DEPARTMENT IN ABSENCE OF THE FRONT OFFICE MANAGER. ASSISTS THE MANAGER IN SUPERVISING AND COORDINATING THE DAY TO DAY OPERATIONS OF THE STAFF. RESPONSIBLE FOR THE EMPLOYMENT OF STAFF DEALS WITH PROBLEMS ARISING FROM GUEST COMPLAINTS COORDINATES WITH FUTURE GUESTS FOR LARGE CONVENTIONS  RESERVATIONS MANAGER: SUPERVISES RESERVATION AGENTS. MAKES THEIR DUTY ROTA TRAINS NEW AGENTS ON THE POLICIES AND PROCEDURES TO BE FOLLOWED MAINTAINS CLOSE LIAISON WITH SECRETARIES OF MAJOR COMPANIES TO GET BUSINESS. MAINTAINS MONTHLY ROOM NIGHTS REPORT REPORTS TO THE FOM ON THE HOTEL’S OPENING AND CLOSING STATUS  LOBBY / DUTY MANAGER: CO-ORDINATES WITH FRONT DESK TO FACILITATE ROOMING AND DEPARTURE OF GUESTS. COORDINATES WITH OTHER VARIOUS DEPARTMENTS FOR EFFECTIVE GUEST HANDLING COORDINATES WITH THE SECURITY TO ENSURE NO UNWANTED HAPPENING TAKES PLACE IN THE HOTEL HANDLES GUEST COMPLAINTS TRAINS ALL THE STAFF UNDER HIM AND TRAINEES AS WELL RESPONSIBLE FOR ALL GOING-ONS IN THE LOBBY RESERVATION AGENT: HANDLES ALL THE RESERVATIONS THROUGH VARIOUS SOURCES UP-DATE THE RESERVATION RECORDS CARRY OUT AMENDMENTS AND CANCELLATIONS ACCURATELY KEEP AVAILABILITY CHART UPDATED CHECK ON RESERVATION STATIONERY  TELEPHONE OPERATOR: HANDLING INCOMING AND OUTGOING CALLS KEEPING A TRACK OF CALLS MADE FROM GUESTROOMS ASSISTING STAFF AND GUESTS WITH TELEPHONE NUMBERS OUTSIDE THE HOTEL HANDLING GUEST MESSAGES RECEIVING AND SENDING FAX ON BEHALF OF THE GUESTS AND THE STAFF  CASHIER: PRESENTS FINAL BILLS TO THE GUEST AND SOLVES GUEST QUERIES, IF ANY. ENSURES ALL GUEST DUES ARE SETTLED BEFORE DEPARTURE POSTING ALL GUEST CHARGES AND CREDIT TO THEIR RESPECTIVE FOLIOS HANDLES ENCASHMENT OF FOREIGN EXCHANGE ALSO DEALS WITH NON-CASH PAYMENTS SUCH AS CREDIT CARDS, AIRLINES AND TRAVEL VOUCHERS, BILL TO COMPANY  RECEPTIONIST / FRONT OFFICE ASSISTANT: CHECK VIP RESERVATIONS AND ISSUE VIP AMENITIES BE INFORMED ON DAILY ROOM STATUS AND THEIR RATES SELL HIGHER PRICED ROOM TAKE CHECK-INS EFFICIENTLY ROOM ALL THE GUESTS OPEN GUEST FOLIO WITHOUT DELAY PROVIDE SAFE KEEPING FOR GUEST VALUABLES GIVE ALL DEPARTURE ROOMS TO HOUSEKEEPING PROMPTLY TAKE ALL CLEANED ROOMS PROMPTLY FROM HOUSEKEEPING DEAL WITH COMPLAINTS AND EMERGENCIES  GRE- GUEST RELATION EXECUTIVE. RESPONSIBLE FOR RECEIVING GUESTS IN THE HOTEL. HE/SHE HELPS THE GUEST TO COMPLETE CHECK IN FORMALITIES. RESPONSIBLE FOR ROOMING OF THE GUEST. CHECKS VIP ROOMS BEFORE ARRIVAL FOR ANY PREFERENCES OR SPECIAL REQUESTS. HANDLES GUEST COMPLAINTS AND COORDINATES WITH OTHER DEPARTMENT TO RESOLVE THE SAME ASAP. MAINTAINS HISTORY CARDS FOR ALL THE GUESTS.  BUSINESS CENTER AGENTS: TAKE BOOKINGS FOR MEETING ROOMS PROVIDE SECRETARIAL SERVICES ASSISTING GUESTS IN USING VARIOUS FACILITIES LIKE INTERNET, FAX, TYPING, LAMINATION, PHOTOCOPYING, VIDEO CONFERENCING ETC. POST CHARGES TO THE GUEST FOLIO IN CASE OF IN-HOUSE GUESTS BILL NON-RESIDENT GUESTS AND SETTLE THEIR ACCOUNTS  CONCIERGE: INTRODUCES AND SELLS ALL HOTEL SERVICES AND FACILITIES TO THE GUEST ARRANGES WELCOME DRINKS FOR ALL ARRIVING GROUPS AND ENSURES THAT THESE DRINKS ARE SERVED PROMPTLY REQUIRED TO MAKE AIRLINES BOOKING, TAXI BOOKING AND PLANNING OF ITINERARIES FOR GUESTS. TAKES CARE OF OUT-OF-THE-HOTEL SERVICES MAINTAINS AN UP TO DATE LOGBOOK. PREPARES DAILY SUMMARY REPORTS COORDINATION OF FRONT OFFICE WITH OTHER DEPARTMENTS HOTEL FRONT OFFICE COORDINATION BETWEEN FRONT OFFICE DEPARTMENT AND OTHER DEPARTMENTS HOTEL FRONT OFFICE COORDINATION BETWEEN FRONT DEPARTMENT AND OTHER DEPARTMENT IS REQUIRED TO ENSURE MAXIMUM SATISFACTION FOR THE GUESTS. THE FRONT OFFICE DEPARTMENT HAS TO EXCHANGE NECESSARY INFORMATION ABOUT THE GUESTS WITH THE OTHER DEPARTMENTS FOR GIVING GOOD SERVICE. FRONT OFFICE COORDINATION WITH HOUSEKEEPING 1. BOTH DEPARTMENTS MUST INFORM EACH OTHER ABOUT THE CHANGES IN ROOM STATUS. 2. GENERAL GUEST REQUESTS LIKE EXTRA TOWELS ARE CONVEYED TO HOUSEKEEPING. 3. SCANTY BAGGAGE GUESTS SHOULD BE INFORMED TO THE HOUSEKEEPING SO THAT THEY CAN BE TRACKED. 4. HOUSEKEEPING IS ALSO CONTACTED FOR CLEANING OF LOBBY AND FRONT OFFICE AREAS. 5. THE FRONT OFFICE MANAGER AND EXECUTIVE HOUSEKEEPER SHOULD MEET FREQUENTLY TO REVIEW UPCOMING HOTEL ACTIVITIES. 6. SPECIAL REQUESTS FOR VIPS OR GROUPS SHOULD BE KNOWN BY THE HOUSEKEEPING TO AVOID INCONVENIENCE OF GUESTS.  FRONT OFFICE COORDINATION WITH ENGINEERING & MAINTENANCE 1. IN MOST HOTELS, ENGINEERING AND MAINTENANCE PERSONNEL BEGIN EACH SHIFT BY EXAMINING THE FRONT OFFICE LOG BOOK OR SOFTWARE FOR REPAIR WORK ORDERS. 2. FRONT DESK AGENTS USE THE LOG BOOK OR SOFTWARE TO TRACK MAINTENANCE PROBLEMS REPORTED BY GUESTS OR STAFF, SUCH AS POOR HEATING OR COOLING, FAULTY PLUMBING, NOISY EQUIPMENT, OR BROKEN FURNITURE. FRONT OFFICE COORDINATION WITH MARKETING AND PUBLIC RELATIONS 1. THE FRONT OFFICE STAFF SHOULD KNOW ABOUT THE EVENTS THE HOTEL SCHEDULES FOR PUBLICITY. 2. SPECIAL HOTEL PROMOTIONS, HEALTH AND FITNESS PROGRAMS, FAMILY EVENTS AND EVEN A COMPLIMENTARY COFFEE IN A HOTEL’S LOBBY CAN HELP PROMOTE REPEAT BUSINESS. 3. FRONT OFFICE STAFF CONTRIBUTE TO HOTEL NEWSLETTER, GUEST HISTORY FILES THAT HELP MARKETING DEPARTMENTS FOR FREQUENT GUESTS