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Flo3-Front Office

The front office is the department of a hotel or business that interacts directly with customers, handling tasks like reservations, check-ins, messages, and billing. In hotels, the front office oversees reception, reservations, telephone operators, concierge services, transportation, and may be divided into specialized sections depending on the size of the hotel. The front office aims to create a positive first impression for guests and serve as the main point of communication and assistance throughout a guest's stay.

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242 views33 pages

Flo3-Front Office

The front office is the department of a hotel or business that interacts directly with customers, handling tasks like reservations, check-ins, messages, and billing. In hotels, the front office oversees reception, reservations, telephone operators, concierge services, transportation, and may be divided into specialized sections depending on the size of the hotel. The front office aims to create a positive first impression for guests and serve as the main point of communication and assistance throughout a guest's stay.

Uploaded by

raul m partoza
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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FRONT OFFICE

Overview
Front Office

Front Office is a business term that refers to a


company's departments that come in contact with
clients, including the marketing, sales, and service
departments.
In the hotel industry, the front office welcomes
guests to the accommodation section: meeting and
greeting them, taking and organizing reservations,
allocating check in and out of rooms, organizing
porter service, issuing keys and other security
arrangements, passing on messages to customers
and settling the accounts. The front office is the
nerve center of hotel operations.
Front Office…
• The front office department is the most visible department
in a hotel.
• The focal point of activity within the front office is the
reception desk.
• The reception desk is usually the place in which guest make
the first impression of the hotel.
• It is as communication center of the hotel.
• It is the first and last point of guest contact with the hotel.
• It is also the communication center for the hotel operation.
• The reception desk includes front office cashier,
information, and registration section.
Organizational Set-up Of Front
Office
In medium and large hotels with voluminous
transactions, there is a very specialized division of
labor in the front office. One section attends to sales
and reservations, another one to guests registration,
a separate unit for cashiering and another unit for
other tasks. This is illustrated in the organizational
chart (fig.1)
In smaller establishment with fewer rooms and
less transactions to attend to, the organizational
chart can be simplified to save on labor coast. This
may involve the merging of related functions . A
desk clerk also serves as the information and guest
relation clerk; the bellboy is also the doorman. The
duties of a telephone operator are handled by the
desk clerk if there are limited calls to attend to.
When there are very few guests, some hotels resort
to having an on-call bellboy who may come from
the ranks of room attendants.
Basic Organizational set-up of
Front Office
Among medium and large hotels, there is a
separate section handling each area of a operations,
under the command and supervision of the section
head , i.e., front desk supervisor, bell captain, etc.
The various units include:
Front Desk

looks after the registration of hotel guests and


serves as communication and information center.
Reservations Section

which handles inquiries and reservations for room


bookings.
Telephone Exchange

operates the switchboard or the Telephone


Communication System to include: answering
incoming calls, receiving and disseminating
messages, giving information to callers through the
phone, placing and receiving long distance and
overseas calls, screening calls, attending to wake up
call requests and other related matters.
Front Office Cashiering

looks after the preparation of bills and the


settlement of guest account.
Concierge/Guest’s Relations Assistance

section that attends to various forms of guest


services like tour and travel assistance, directions
to point of interest, confirmation of airline
tickets, booking for cultural shows, car hire and
other services of this kind.
Airport/Transport Assistance

handles the transport of guests to and from the


airport or other transport terminal.
Business Center

handles special services like computer service,


fax, email, Xerox, souvenir items, etc.
Job Descriptions Of
Front Office Personnel
Front Office Manager

plans, organizes, directs and controls all areas of


front office operations.
Front Desk Supervisor

oversees front desk operations, particularly the


handling of registration of guests.
Sales/Reservations Supervisor

directs and oversees operations pertaining to


room sales and reservations.
Reservations Clerk

attends to room sales and reservations.


Desk clerk

attends to the registration of guests and provides


information assistance.
Doorman/Bellboy

assists/escorts guest during check in, check out,


and runs errand for the front desk.
Front Office Cashier

attends to the settlement of the guest’s bill.


Airport/Transport Representative

transports guests to and from the airport/other


terminal, sells hotel services to prospective patrons
at the airport.
Guest Relations/Concierge Officer

attends to any request for guest assistance


especially for VIP’s.
Telephone Operator

attends to all incoming and outgoing calls in the


Telephone Exchange Section.
“Always remember that when dealing with
people: Visualize an invisible sign hanging
around their neck saying MAKE ME
FEEL IMPORTANT…”

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