reviewer 1.docx

**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](https://setupmyhotel.com/homepage/hotel-management-...

**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](https://setupmyhotel.com/homepage/hotel-management-glossary/front-office-department.html) 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](https://setupmyhotel.com/homepage/hotel-management-glossary/lobby.html) area of a [hospitality](https://setupmyhotel.com/homepage/hotel-management-glossary/hospitality.html) 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](https://setupmyhotel.com/homepage/hotel-management-glossary/front-office.html)". 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](https://setupmyhotel.com/homepage/hotel-management-glossary/guest-cycle.html) consisting of *[Pre-][arrival](https://setupmyhotel.com/homepage/hotel-management-glossary/arrival.html), [Arriva]l, [Occupancy](https://setupmyhotel.com/homepage/hotel-management-glossary/occupancy.html) and [Departure](https://setupmyhotel.com/homepage/hotel-management-glossary/departure.html)* **Importance of Front Office Department:** Traditional Front Office [functions](https://setupmyhotel.com/homepage/hotel-management-glossary/functions.html) include reservation, [registration](https://setupmyhotel.com/homepage/hotel-management-glossary/registration.html), room and rate assignment, guest services, [room status](https://setupmyhotel.com/homepage/hotel-management-glossary/room-status.html), maintenance and settlement of the guest [account](https://setupmyhotel.com/homepage/hotel-management-glossary/account.html), and creation of [guest history](https://setupmyhotel.com/homepage/hotel-management-glossary/guest-history-file.html) 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](https://setupmyhotel.com/homepage/hotel-management-glossary/front-office-department.html). The front office is also known as the [face](https://setupmyhotel.com/homepage/hotel-management-glossary/face.html) 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](https://setupmyhotel.com/homepage/hotel-management-glossary/transaction.html) 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](https://setupmyhotel.com/homepage/hotel-management-glossary/room-rate.html) etc.** **Guest Service: Fulfils any Guest Services related activities.** **Guest History and records: Creates and maintains a [guest profile](https://setupmyhotel.com/homepage/hotel-management-glossary/guest-profile.html), 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](https://setupmyhotel.com/homepage/hotel-management-glossary/room-status.html) like CI, CO, [DNCO](https://setupmyhotel.com/homepage/hotel-management-glossary/dnco.html), [DND](https://setupmyhotel.com/homepage/hotel-management-glossary/dnd.html) 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](https://setupmyhotel.com/homepage/hotel-management-glossary/posting.html) 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](https://setupmyhotel.com/homepage/hotel-management-glossary/bell-desk.html) and [Concierge](https://setupmyhotel.com/homepage/hotel-management-glossary/concierge.html). **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