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INTRODUCTION TO FRONT OFFICE
The document provides an overview of the front office department in hotels, highlighting its significance in tourism and hospitality, organizational structure, and essential functions. It details the duties and responsibilities of front office personnel, including roles like receptionist, concierge, and night auditor, as well as the guest cycle stages from pre-arrival to departure. Effective communication, accounting procedures, and coordination with other departments are emphasized as crucial for the front office's operation.
In this document
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Overview of front office importance in hospitality, its structure, and guest cycle involvement.
Details on front office's critical functions like communication, accounting, and operating shifts.
Explains the organizational chart of the front office, varying by hotel size and type.
Outlines the duties of front office roles including managers, receptionists, and concierges.
Describes the guest cycle stages: pre-arrival, arrival, in-house, and departure processes.
Final slide providing thanks.
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INTRODUCTION TO FRONT OFFICE
- 1. Introduction to front officedepartment 1
- 2. CHAPTER FOCUS POINT Describethe significant of front office in tourism and hospitality business Construct front office organizational chart line within a hotel or any tourism and hospitality business Explain personnel job specification, responsibilities among position, departments and division within a hotel Describe the activities in each guest cycle stage of a hotel 2
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- 4. Most important departmentin the hotel - nerve for hotel operation - Interface between a hotel and its guest Guest makes first contact with FO department First place that can makes guest develop an impression about the 4 FRONT OFFICE DEPARTMENT
- 5. FRONT OFFICE DEPARTMENT Communicationand Accounting are the most important functions of the front desk operation. Accounting procedure involve - settlement of the guest bills - accepted advance booking of hotel rooms - settle bills at the time of check- out 5
- 6. FRONT OFFICE DEPARTMENT EffectiveCommunication with - guest * processing the guest reservation * handling the guest reception * fulfill the guest inquiry usage in the hotel such as internet facilities, safe deposit * check-in and check out the guest - other departments of the hotel etc. * maintaining the room status 6
- 7. Front office department FOdepartment operates 24 hours a day Three main shifts in FO department 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 7
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- 9. Organizational chart Organization structureof FO department varies It is depends on the size and style of operation of the hotel It can be categorized into - Small sized hotel - Medium sized hotel - Large sized hotel ( Refer to the Figure 1.1, 1.2 and 1.3 for organizational structure of FO 9
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- 11. Duties of frontoffice personnel FRONT OFFICE PERSONNEL CASHIER RESERVATIONS AGENT NIGHT AUDITOR TELEPHONE OPERATOR CONCIERGE RECEPTIONIST FRONT OFFICE MANAGER BELL BOY DOOR ATTENDANT 11 1 2 3 4 5 6 7 8 9
- 12. Duties of frontoffice personnel FRONT OFFICE MANAGER - Direct and coordinate the activities of the front office department - Perform the function of a link between the management and front office employees - responsible for hiring, training, supervising and disciplinary all front desk, reservation, and guest services staff members in order to maintain the desired standard of service - prepared the budget for the front office department - evaluate the job performance of each front office employee 12
- 13. Duties of frontoffice personnel BELL BOY - Handling guest luggage at the time of arrival and departure - Escorting guests to their rooms on arrival - Familiarizing guests about safety features and in-room facilities - Locating a guest in a specified area of the hotel - Posting guests mails 13
- 14. Duties of frontoffice personnel CASHIER * Receiving payment * Balancing guest account * Opening and maintaining the guest folios * Recording all credit charges in guest folios * Preparing bills at the time of check-out * Handling credits/debit/charge cards for the settlement of a guest account * Administer the safe deposit system * Handling foreign currency 14
- 15. Duties of frontoffice personnel DOOR ATTENDANT * Open the doors of guests’ vehicles on their arrival in the hotel portico * Help bell boys in lifting luggage * Open the hotels’ entrance door for guests * Coordinate with parking attendants for parking guests’ vehicles in the hotels’ parking area. 15
- 16. Duties of frontoffice personnel NIGHT AUDIT * Preparing the night audit report * Check-in and check-out guest who arrive or depart after 11.00p.m * processing the reservations * performing the duties of security guard * monitoring fire safety system * Act as cashier for banquet function * performing the duties of manager on duty 16
- 17. Duties of frontoffice personnel RECEPTIONIST * greeting guest * handling special request * handling check-in and check- out * providing information to guest * assigning rooms and dispensing guest room keys 17
- 18. Duties of frontoffice personnel CONCIERGE * Making reservations for dining in famous restaurant * Arranging tours, limousine, and entertainment ticket * Maintaining good relationship with hospitality industry * Personal helper to VIP * Obtaining tickets for theatres, musicals etc * Provide latest information of events 18
- 19. Duties of frontoffice personnel RESERVATION AGENT * Handling guaranteed and non-guaranteed reservation * up sell accommodation * Prepared the expected arrival list and the expected departure list every day * Prepared a guest folder and to keep the mails and messages of guest with reservation doc * Providing management information to other 19
- 20. Duties of frontoffice personnel TELEPHONE OPERATOR * processing all incoming and outgoing calls * log all wake-up call on the system * Answer questions about the hotel’s services and product * taking message * operating hotel paying system * direct incoming calls to the desired extension * provide paging services for guest and 20
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- 22. GUEST CYCLE STAGE GUESTCYCLE STAGE PRE-ARRIVAL ARRIVAL IN-HOUSE DEPARTURE 22
- 23. GUEST CYCLE STAGE PRE-ARRIVAL *Reservations ARRIVAL * Registration * Room assignment * Issuance of room key * Baggage handling 23
- 24. GUEST CYCLE STAGE IN-HOUSE *Mail and message handling * Maintenance of guest account * Paging and travel assistance * Safe deposit, currency exchange DEPARTURE * Preparing the guest bill * Settlement of guest account * Transportation * Future reservation 24
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