FRONT OFFICE DEPARTMENT

FRONT OFFICE DEPARTMENT

The front office is the main controlling centre of all guest

services, and also coordinates the back office functions with these

services. It serves as a main channel of two way communications i.e.

from hotel to guest and guest to hotel.

Front office is the name given to all the offices situated in the

front of the house, that is, the lobby, where the guest is received,

provided information, checked-in, his luggage is handled, his

accounts are settled at departure, and his problems, complaints and

suggestions are looked after. Foreign guests use the front desk to

exchange currency, find a translator, or request other special

assistance.

The front desk often serves as the hotel control center for

guest requests concerning housekeeping or engineering issues. In

addition, it may also be a base of operations during an emergency,

such as a fire or a guest injury.

Front Office Functions

Front office functions include reservations, registration, room

and rate assignment, check-in, guest services, room status,

maintenance and settlement of guest accounts and creation of guest

history records. The front office compiles a n d maintains a

comprehensive data base of guest information, coordinates guest

services, and ensures guest satisfaction. These functions are

accomplished by personnel in diverse areas of the front office

department.

The main functions of the front office department are:

1. During Guest Cycle: Pre arrival, arrival, on going

responsibilities, departure and after departure

activities.

2. Guest Services: Reservations, registration,

occupancy services, checkout and history.

a. Maintain accurate room status information

b. Process future room reservations, when there is

no reservation department or when the

reservation department is closed.

c. Coordinate guest services.

d. Provide information about the hotel, the

surrounding community, and any attractions or

events of interest to guests.

3. Guest Accounting: Establishment of credit, charge

posting, night audit and settlement.

a. Maintain guest accounts and monitor credit limits.

b. Produce guest account statements and complete

proper financial settlement.

FRONT OFFICE ORGANISATION

The front office department of a hotel comprises of various

sections. Depending on the size of the hotels, the sections may vary.

In small or medium sized hotels the sections may be merged and

handled accordingly. The following are the sections of the front office

department.

1. Reservation Section is responsible for booking of rooms in

advance. It is responsible for the receiving of the room requests,

reservation analyzing and documentation of the room requests

received. This section of the department depends upon the size

of the hotel; if the hotel is small sized there may be not be a

separate section for reservations. This section is mostly found in

mid sized and large sized hotel.

2. Front Desk Section is responsible for receiving the guest,

registering of the guest, assigning of room and room keys and

remote controls for television and air conditioners if such

services are available and assistance to the guest during their

stay. They are also a source of information for government

offices.

3. Bell Desk is mainly responsible for luggage handling of the

guests. It consists of group of uniformed staff for guest services.

This section is maintained separately in large hotels only.

4. Travel Desk Section handles the transportation facility of the

hotel guest. It assists in the booking of air tickets, hiring of the

car and other transportation facilities. It also arranges /

organizes city tours, sight seeing tours to the guests on request.

5. Business Centres serve the guests with laptops, internet,

mobiles, facsimile, LCD projectors, and photocopier and also on

request secretarial facilities. This is the latest addition in the

large and medium sized hotels, in line with the electronic era.

6. Concierge Section provides information about the hotel, its

services and amenities, city, town, country, travel and transport,

banks etc. They can also handle the guest luggage and bags if

the hotel does not have the bell desk section. The receiving and

distribution of mail and message, packets, news papers and

magazines in the early mornings to guest room are also

attended to. In addition, it may also handle the hiring of the car

and booking of air tickets and other transportation facilities if

there is no travel desk in the hotel.

7. Cashiering Section is responsible for maintaining and

recording guest accounts and bills and folio of guest and either

cash or credit settlement of guest folios at the time of departure.

8. Communication and Telephone Section handles the guest

telephones and messages, both incoming and out going of the

guest.

Front Office Organisation Chart

Typical positions and functions under the Front Office

Department are:

1. Front Desk Agent: Registers guests, and maintains room

availability information

2. Reservation Agent: Responds to Reservation Requests

and creates Reservation Records

3. Cashier: Closes guest folios, and properly checks out the

guests.

4. Uniformed Bell Service Agent: Handles guest luggage,

escorts guests to their rooms, and assists guests for any

bit of information requested.

5. Switchboard Operator: Manages the switchboard and

coordinates wake-up calls.

6. Night Auditor: Controls the job of the Accounts

Receivable Clerk, and prepares daily reports to the

management (eg: Occupancy Report and Revenue

Report).

DUTIES & RESPONSIBILITIES OF FRONT OFFICE STAFF

Front Office Manager

Front Office manager must be a skilled planner who

channelizes the various resources viz. people, money, time, work

methods, materials, energy and equipment to suit the objectives of

the property. He should maintain cordial relationships between the

front office and other hotel divisions and departments by

encouraging communication between all areas of responsibility.

Basic Function: To supervise all front office personnel and ensure

proper completion of all front office duties.

Duties & Responsibilities:

1. Evaluate and decide the need of personnel in the department.

2. Participate in the selection of front office personnel.

3. Train and update staff skills.

4. Schedule the staff duties.

5. Supervise and help workloads during shifts.

6. Evaluate the job performance of each front office employee.

7. Maintain working relationships and communicate with all

departments.

8. Maintain master key control.

9. Check room status

10. Resolve guest problems quickly, efficiently and courteously

11. Update and monitor group information and requirements.

12. Review credit limit report.

13. Enforce all cash-handling, other modes of payment and credit

policies.

12.4.2 Front Desk Agent

Also designated, as Receptionist or Front office Assistant in

some hotels, is the first person a guest sees on entering the property

and the last person the guest sees on leaving.

Basic Function: To assist guests in all front office-related functions in

an efficient, courteous, and professional manner that maintains high

standards of service and hospitality.

Duties and Responsibilities:

1. Register guests and assign rooms; accommodate special

requests, if possible.

2. Assist in pre-registration and blocking of rooms for reservations.

3. Thoroughly understand and adhere to proper credit, other

modes of payment, cash handling policies and procedures.

4. Know room status, locations, types and rates.

5. Use suggestive selling techniques to sell rooms and to promote

other services of the hotel.

6. Coordinate rooms’ status with housekeeping department; notify

all check-outs, early check-ins, special requests etc.

7. Take reservations, modify or cancel as requested.

8. Post and file all charges to guest, master and city ledger

accounts.

9. Handle issuing and closing of safe deposit boxes for the guests.

10. Read, maintain and pass-on log and bulletin board at each shift.

11. Coordinate with engineering and maintenance division for guest

room maintenance.

12. Know all safety and emergency procedures, accident prevention

policies.

13. Report any unusual occurrences or requests to the manager.

Reservation Agent

Normally found in larger hotels, in smaller hotels Front office

agent handles this job.

Basic Function: To handle all future reservations, matching the

needs of the guests with the hotel.

Duties and Responsibilities:

1. Process reservations by mail, telephone, telex, cable, fax or

central reservation system referral.

2. Process reservations from the sales office, other hotel

departments and travel agents.

3. Know the type of rooms, location and layout, status, rates,

package plans, benefits etc.

4. Maintain reservation records by date and time of arrival and

alphabetical listings.

5. Process cancellations and modifications.

6. Prepare letters of confirmation and communicate to the

prospective guest / representative.

7. Know the hotel’s policy on guaranteed reservations and noshows.

8. Process advance deposits on reservations.

9. Prepare expected arrival lists and communicate reservation

information for front office.

10. Assist in pre-registration activities when appropriate.

11. Promote goodwill by being courteous, friendly and helpful to

guests, managers and fellow employees.

 Switchboard Operator

They are heard by the guest but are rarely seen. They

represent the hotel through their voice on the phone. They build a

very significant image of the hotel to a prospective guest. The work

has drastically changed due to the electronic age, but the basic voice

assistance is always a warm welcome.

Basic Function: Receives and directs incoming and outgoing calls to

individual guests, staff, or departments.

Duties and Responsibilities:

1. Answer incoming calls.

2. Direct calls to guestrooms, staff, or departments through the

switchboard or PBX system.

3. Place outgoing calls.

4. Receive telephone charges from the telephone company and

forward charges to the front desk for posting.

5. Take and distribute messages for guests.

6. Log all wake-up call requests and perform wake-up call services.

7. Provide information about guest services to guests.

8. Answer questions about hotel events and activities.

9. Provide paging services to hotel guests and employees.

10. Know what action to take when an emergency call is requested

or received.

11. Be aware of all the emergency service nos. and systems relating

to the same.

Front Office Cashier

Basic Function: Guest accounting tasks require efficiency and

accuracy. The tasks of the front office cashier center on the guest

accounting cycle. The front office cashiers post revenue center

charges to guest accounts. The hotel’s revenue centers

communicate information on charge purchases to the front desk.

Cashiers then post these charges to guest accounts to ensure that

the charges will be settled at checkout. Where computerised

systems are installed, the Point of Sale operations are directly

posted to the Guest Ledger whenever the guest utilises a particular

service. The cashiers also receive payment from guests at checkout.

They coordinate the billing of credit card and direct-billed guest

accounts with the accounting division. The cashier at the close of

each shift balances all guest accounts. They also manage safedeposit

boxes / lockers, variety of banking services including foreign

exchange.

Duties and Responsibilities:

1. Operate front office posting equipment/ system.

2. Obtain the house bank and keep it balanced.

3. Complete cashier pre-shift supply checklist.

4. Take departmental readings at the beginning of the shift.

5. Complete guest check-in and checkout procedures.

6. Post charges to guest accounts.

7. Handle Paid-outs (VPO).

8. Transfer guest balances to other accounts as required.

9. Settle guest accounts in cash, credit card, Company account by

transferring balances to the respective ledgers.

10. Post non-guest ledger payments.

11. Make account adjustments.

12. Balance departmental totals and cash at close of shift.

13. Manage safe deposit box/ locker.

Uniformed Bell Service Staff

Basic Functions: Meeting, greeting and escorting guests to their

rooms and also the reverse of it i.e. escorting guests from their

rooms to the front desk, to their means of transport etc. They also do

errands, handle messages and page guests. They also act as the

eyes and ears of the hotels since they are strategically stationed and

also make trips to many floors and rooms. Work closely with the front

desk staff, room service employees and other hotel personnel in

providing guest assistance with luggage, transportation and

miscellaneous needs.

Duties and Responsibilities:

1. Maintain a good personal appearance at all times. Wear the

standard uniform and name tag.

2. Escort guests to and from their rooms if required and also assist

in carrying their luggage.

3. Keep the lobby directory up to date.

4. Watch for any unusual persons or activities and report them to

management.

5. Transport hotel guests to and from the airport on request. Keep

limousines and other hotel vehicles clean and in top running

condition.

6. Maintain an orderly, secure checkroom for guests.

Concierge

Basic Functions: They are specialized in assisting the guest –

regardless of whether inquiries concern in-hotel or off-premises

attractions, facilities, services, or activities. Must provide concise and

accurate directions; make reservations for flights, theater or special

events, obtain tickets, organize special functions such as VIP

cocktail receptions and arrange for secretarial services, if needed.

Duties and Responsibilities:

1. Develop a strong knowledge of the hotel’s facilities and services

and of the surrounding community.

2. Provide guests with directions / information to attractions or

facilities in or outside the property.

3. Make guest reservations for air or other forms of transportation

when requested; obtain necessary itinerary and tickets.

4. Make guest reservations for the theater and other forms of

entertainment when requested, obtain necessary tickets and

provide directions to facilities.

5. Organize special functions as directed by management.

6. Arrange secretarial and other office services.

7. Coordinate guest requests for special services or equipment

with the appropriate department.

8. Check with roomed guests periodically to ascertain if they have

any special needs.

9. Handle guest complaints.

Night Auditor

Basic Functions: Must be skilled record keeper since the job requires

him to track room revenues, occupancy percentages, and other front

office operating statistics and prepare, a summary of the financial

performance for the day. He is basically an employee of the

accounts division. Has to verify all account postings and balances

made during the day by front desk cashiers and agents. In some

properties, he may also act as front desk agent during the night.

Duties and Responsibilities:

1. Post room charges and taxes to guest accounts.

2. Process guest charge vouchers and credit card vouchers.

3. Post guest charge purchase transactions not posted by the front

office cashier.

4. Transfer charges and deposits to master accounts.

5. Verify all account postings and balances.

6. Monitor the current status of coupon, discount, and other

promotional programmes.

7. Track room revenues, occupancy percentages, and other front

office statistics.

8. Prepare a summary of cash, cheques, credit card activities and

summary of results of operations for management.

9. Understand principles of auditing, balancing and closing out

accounts.

10. Know how to operate posting machines, other front office

equipment and computers.

11. Understand and know how to perform check-in and checkout

procedures.

FRONT OFFICE DESK LAYOUT

As the front office is the entry and exit point for a guest, the

main entrance and approach play a very important role in the

selection of hotel for a guest. A guest entering a hotel does so

through the main entrance which leads to the reception area of the

hotel which is also called the lobby of the hotel.

The lobby is elegantly designed to accommodate the front

office staffs and for the smooth service to the guests. Since the

lobby usually serves as a meeting or gathering area for guests and

their visitors it should be well planned and furnished to give a best

intuition. The lobby of the hotel includes the general circulation and

waiting area which leads to check-in, information, cashiers counter,

bell desk, travel desk, cloak rooms etc.. The above figure shows a

typical layout of a lobby. The layout may vary from hotel to hotel.

Some hotel may even have a coffee shop, restaurant and shopping

arcade.

FRONT OFFICE EQUIPMENTS AND FURNITURES

The following are the common equipments and furniture

found in the hotel lobby:

1. Front Desk

2. Bell desk and concierge desk

3. Lobby desk

4. Travel counter

5. Room and reservation racks

6. Computer, Printer, UPS and other related devices

7. Credit card imprinters

8. Telephone – EPABX, PBX, PMBX, EPBX

9. Telex, Facsimile machine

10. Mail, Message and Key rack

11. Duplicate key rack

12. Time stand

13. Wake up device

14. Folio tray

15. Security monitor

16. Luggage trolley

17. Luggage net

18. Date and time punching machine

19. Bulletin boards

20. G.R. card holder

21. Mail forwarding file

22. Page board

23. Safe vault and in-room vault

24. Photocopying machine

25. Room rack

26. Postal weighting scale

27. Voucher rack

28. Account posting machine

29. Cash register

30. Magnetic strip reader