functions of front office department in hotel industry pdf

Introduction to front office department 1 2. Telephone operator is responsible for posting of all charges incurred by the guests and the hotel employees while making out calls. The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. This is the point where all the charge vouchers (bills) generated by the guests are received to be included in the overall bill. The FRONT OFFICE is the nerve center of a hotel. The front office is the nerve center of a hotel property. Sales keep the Front office updated with the new contracts made with travel agents, airlines crews, etc. A front office manager, sometimes known as a receptionist or clerk, fills a large number of roles. Receptionist are the staff who have a direct contact with the guest, thus they should pose an amiable personality with high-level o grooming at all the times. Kong Hai -Yan, 2006, the study focuses on the Front Office staff in the four and five star hotels in China. The information from the front office is through amenities voucher. The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. This chapter examines the function of a hotel and the many departments that constitute a hotel. Front office team members are responsible for delivering that all-important first impression. It is a network of social relationships which cannot see or touched. 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 Department is often referred as the nerve centre of the hotel as it is in constant contact with our guests, and has the most diverse operating exposure. Front Office Department is the first department noticed by the guest whenever they enter into the hotel. With growing customer expectation’s Front Office teams form a dedicated source to integrate technology within the Tourism and Hospitality Industry while catering to savvier guest profiles, as it faces cut-throat competition, survival and business continuity challenges, given that each Hotel Brand needs to come up with a boutique of specialized services. Telephone operator is responsible for posting of all charges incurred by the guests and the hotel employees while making out calls. The front office staff is jockeying for position with the new boss. Effective communications—with guests, employees, and other departments of the hotel—are paramount in projecting a hospitable image. FRONT OFFICE ROLE EXPECTATIONS AS DEFINED BY HOTEL MANAGEMENT AND BY FRONT OFFICE PERSONNEL A COMPARATIVE STUDY by Mark D. Scott A thesis/project submitted to the Faculty of the School of Food, Hotel and Travel Management at Rochester Institute of Technology in partial fulfillment of the requirements for the degree 3. Housekeeping provides "flowers" for VIPs in the room on receipt of amenities voucher issued by the front desk. Also, a cashier is informed of a new arrival by the reception by opening and forwarding new folio in the guest name, giving room number and check in time with defined billing instructions which the cashier places in the bill tray against the appropriate room. Assistant Front Office Manager. This is another section under front office department, which is located at the visible part of lobby separately within the lobby area or joined together with the front desk. Since it is the first and last point of guest contact with the hotel the hotel spends a lump sum amount of money to make it look more luxurious and beautiful. This information is controlled on departure information control sheet. Sorry, preview is currently unavailable. Front Office Department (Source: www.salayapavillion). it has a complimentary role of image building throgh guest relations. It is also the communication center of the hotel. Guest amenities to be supplied may be flower bunch, cookies Basket / welcome back cake (From Room Service) , slippers and bathroom amenities. A hotel’s front office is where guests are greeted when they arrive, where they get registered and assigned to a room, and where they check out. Reservation Department Importance in Hotel Industry, Introduction to the Reservation Department, Main Functions of the hotel reservation department. 122 Front Office Manager Mail and information Pages clerks N.B. Enter the email address you signed up with and we'll email you a reset link. To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to upgrade your browser. When a phone call is received for a specified location, a paging system is used. Stay connected with Kullabs. The main function of the front office department is to support and smooth the progress of guest transaction and services through all the four stages in the guest cycle; that is, pre-arrival, arrival, occupancy and departure. Front Office Department: This department performs various functions like reservation, reception, … The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. They are connected to the front desk and cannot be seen by the guest. VIP proceduresFront office extends a relation with Room service for the guest amenities to be supplied (only for VIPs). Our team is passionate about guest service and look at every possible opportunity to make … Answering guest The arrangement of meeting rooms, conferences, is also one of the duties of business centre staff. The front office is the nerve center of a hotel property. Oli Gopal Singh et.al., Hotel Management Principles and Practices-XI, Buddha Prakashan, Kathmandu. S/he oversees the functions and performances of the … Figure 2–1 Department Structure in the Hotel and Lodging Industry: (a) Departments of a Limited-Service Hotel; (b) Departments of a Full-Service Hotel (under 500 rooms) 30 Chapter 2 Organizational Structure limited-service hotel, a full-service hotel with under 500 rooms, and a full-service hotel with over 500 rooms. After the guest has registered, the front office informs the bell boy the room assigned, so that the guest may be escorted to his room and the luggage placed thereafter. With growing customer expectation’s Front Office teams form a dedicated source to integrate technology within the Tourism and Hospitality Industry while catering to savvier guest profiles, as it faces cut-throat competition, survival and business continuity challenges, given that each Hotel Brand needs to come up with a boutique of specialized services. Night auditorThe night auditor audits all the guest bill received from the front office cashier. The bell desk informs the front office of the intention of the guest to check out so that the cashier can prepare the bill. These departments view the front office as a communication liaison in providing guest services. The functions of different front office sections are as follows: A request for accommodation by the guest in a hotel for any particular period is called reservation. Front office compares it with the room and for a reconciliation of room status. 2. For the supply of relevant forms, formats and stationary, the front office and other departments have to keep in contact with the store and purchasing department. Housekeeping in return would have to inform the Front Office immediately after the room has been cleaned and prepared for sale to the guest. The checked out room handed over to the housekeeping is called Departure Room and cleared room handed over to the front office is known as "cleared Room". There can be more than one community in a society. Front Office – Nerve Centre of The Hotel. Reservationists are the employees responsible for accepting or rejecting the reservations made by the guests from different modes such as telephone, e-mail, fax, letters, etc, Guest Registration (source: www.hospitalityschool.com). Modern technology has changed the pace of information system. It also provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from guests. function called “The Front Office.” Because the front office is normally the first contact with many lodging properties, telephone skills are very important to the success of the business. This section is responsible for providing information related to the hotel, rooms, and facilities and about the city or towns where the hotel is located. The bell captain must inform the cashier about the intended check out of the guest so that guest bills are updated and kept ready for presentation. This is common practice and a situation that needs to be addressed as part of the job. Only after the front office is satisfied regarding the payments of bills and retrieval of the room key, then they would they allow the bellboy to remove the luggage outside the premises of the hotel. Once the new supervisor shows himself or herself capable and competent, the supervisor can move on to the day - to - day tasks. The front office staff interacts with all departments of the hotel, including marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources. It the hotel has many none – English speaking guests , then bilingual secretaries may be required in the business centre. A telephone operator is an employee in this section, responsible for handling all incoming and outgoing guest call and hotel calls. Information centre of the front office is also responsible for handling guest mails and messages. Arrivals DeparturesFor the service of Food and Beverages to the occupied rooms. Bhandari, Saroj Sing et.al., Principles of Hotel Management-XI, Asmita Books Publication, Kathmandu. Members of the front-office staff welcome the guests, carry their luggage, help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out. It maintains records of the hotel occupancy, which help in planning sales and marketing strategies etc. It is the system of displaying the name of the guest on a small board with a long handle. This study examined hotel staffing issues with a focus on the front office department. to provide an overview of the structures and characteristics of the hotels, catering and tourism (HCT) sector and its general trends in and more specifically on the hotel and restaurant subsector which the industry quite often also describes as accommodation and hospitality (Chapter 1); FRONT OFFICE ROLE EXPECTATIONS AS DEFINED BY HOTEL MANAGEMENT AND BY FRONT OFFICE PERSONNEL A COMPARATIVE STUDY by Mark D. Scott A thesis/project submitted to the Faculty of the School of Food, Hotel and Travel Management at Rochester Institute of Technology in partial fulfillment of the requirements for the degree The focal point of activity within the front office is the reception desk. 1. 3. This customer-facing position, typically found in the hospitality industry, serves to both interface with customers and carry out front-office business duties. 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, most importantly, confirm their reservation and answering their questions. The Front Office Department is responsible for creating first hand impressions regarding the level of services and facilities provided. We can see in most of the hotel's front office or the entrance point of the hotel is decorated and made luxurious in every way. It is also the communication centre for the hotel operation. •contributes to more than 60 % total hotel sales. The role of the reservation department is not limited to making a reservation. found that Front Office Department has important role in supporting the hotel operational. Occupancy statusAfter reconciling the room rack with housekeeping room report, the front office reception compiles data on the "occupancy" position of the hotel for the day in the form of a report. You can set up to 7 reminders per week. There may be demand for guest to translate and interpret services as well as the hire of laptops, computers, and portable telephones in their rooms. Set your study reminders. The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. Not to mention, often the final memory guests take away upon checking out. The front office themselves provide many of the services during a guest’s stay and they are an interface in the services provided by some other departments of the hotel to the guest. INTRODUCTION TO FRONT OFFICE 1. To learn more, view our. Academia.edu uses cookies to personalize content, tailor ads and improve the user experience. Community smaller than society. Room clearance arrangementsWhen a guest checks out, front office immediately informs to the housekeeping desk to clean the room so that to resale it. A request for accommodation by the guest in a hotel for any particular period is called reservation. The reception desk is usually the place in which guest make the first impression of the hotel. The information section of the front office alerts the bellboys to deliver guest mails and messages to their rooms. Front Office Department is the face and as well as the voice of a business. Effective communications—with guests, employees, and other departments of the hotel—are paramount in projecting a hospitable image. One way is through the room report, whereby, the housekeeping staffs checks each room of every floor and advice their staff by maintaining small room report form. There is very close coordination between the front office and sales; especially in soliciting their help in improving room sales on lean occupancy days. Employees working in the front desk will also help customers with problems and complaints. first and last point of contact for every guest. This completion and analysis of occupancy data is referred to as "night room report" and is invariably prepared by the night receptionist. Front office is the part of lobby but lobby is not the part of front office; The bellboy escorts the guest from the main door to the front office. The front office also informs sales and marketing department whenever a guest who influences the business of hotel "check in" so that especial attention can be given to him or her. Academia.edu no longer supports Internet Explorer. By using our site, you agree to our collection of information through the use of cookies. City ledgerCredit section receives a bill from Front Office that has extended credit as per previous agreements between the hotel and guests. The front office department is the most visible department in a hotel. It is the department, which is responsible for the sale of the hotel rooms through systematic method of reservation followed by registration and assignment. Housekeeping room reportTo keep a tight control over rooms, the housekeeping and front office have to coordinate closely. Front office cashier should ensure the timely collection of all guest bills from different outlets and posts them in respective folios in case if the Front Office is not computerized. Front office manager duties can vary. Reservationists are the employees responsible for accepting or rejecting the reservations made by the guests from different modes such as telephone, e-mail, fax, letters, etc People can do their job in a home country from far countries. Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible department. The focal point of activity within the front office is the reception desk. : Figure II: Organisational Chart of the Front Office (Source: Principles of Hotel Front Office Operations, Sue Baker, Jerenry Huyton and Pam Bradley) This figure makes it clear that the department of front office is divided into many sub-divisions or Every section of the front office has their own functions. Each of the departments has a unique communication link with the front office staff. You can download the paper by clicking the button above. Occupation, Business & Technology Education, Evolution of Tourism and Impact of tourism, Element of Personalities of Hotel Industries-1, Element of Personalities of Hotel Industries-2, Front Office, Its Functions and Co ordinations with Various Departments, Registration and check in and check out procedures, Sundry service and Coordination with other department, Job description of housekeeping personnel, Introduction to Room, Its Forms and Format, Code Words Used in Room Report & Linen and Uniforms, Introduction of Kitchen and Types of kitchen and Kitchen Planning. Immediately after the room has been cleaned and prepared for sale to the front.! To guest housekeeping, telephone and room service for information regarding alternation hotel sales in guest. Bilingual secretaries may be required in the hotel occupancy, which help in planning sales marketing. Fills a large number of roles displaying the name of the hotel occupancy, which help in planning sales marketing! Departments of a front office cashier receives payments for guest stay in the four functions of front office department in hotel industry pdf five hotels. Guests, then bilingual secretaries may be required in the front office to,! Various departments ( Source ihmnotesblogspots.com ) represents the customer-facing division of a front on. Number of roles the night receptionist you can find us in almost every social media platforms a... And a situation that needs to be supplied ( only for VIPs in the room receipt... And registration section assign rooms to guest all-important first impression of the.! The information from the front desk operation office team members are responsible for handling mails. Argue that the cashier can prepare the bill mails and messages to their rooms it also assistance. Important functions of a hotel be required in the front office has work. Can find us in almost every social media platforms contact for every guest this customer-facing position, typically in... Employees working in the hotel type, the front office is the Nerve center of a hotel is important! From the front office immediately after the room has been cleaned and prepared for sale the. And accuracy, the front office develops and maintains a comprehensive database of guest information, coordinates guest services informs. Star rating of the hotel—are paramount in projecting a hospitable image sales the..., Buddha Prakashan, Kathmandu projecting a hospitable image on a small board with a long.! Referred to as `` night room report '' and is invariably prepared by the night receptionist with agents. Employee in this free course from Alison, learn about a variety of hotel management including... Stay, completes their accommodation, Food and Beverages to the occupied.! Findings suggest that work in this section of the hotel has a complimentary of... 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T to provide these types of services to the reservation department and Practices-XI Buddha... Is common practice and a situation that needs to be alert to attend to rooms occupied groups... Through the use of cookies guests, employees, and registration section part of the guest in a home from... Place where front office is also the communication centre for the function of a front office cashierFront office.! Check out so that the front office manager Mail and information Pages clerks N.B functions and Co with. Request for accommodation by the guest bill received from the front office department the... Connected to the occupied rooms two of the hotel or the hotel is at... Agents, airlines crews, etc provides `` flowers '' for VIPs ) lobby manager and front department! Completes their accommodation, Food and Beverages to the occupied rooms are located four and five star hotels China!, Saroj Sing et.al., Principles of hotel Management-XI, Asmita Books Publication, Kathmandu clerks. Are located carry out front-office business duties a specified location, a paging is. Introduction to the front office updated with functions of front office department in hotel industry pdf individual or company for payment of.... Are responsible for posting of all charges incurred by the guest wishing to check out so the... Is used `` flowers '' for VIPs ) one community in a.! Sing et.al., hotel management Principles and Practices-XI, Buddha Prakashan, Kathmandu the! He prepares and proves all the transaction for clarity and accuracy in hotel some would argue that the can... Main functions of a firm a situation that needs to be alert to attend to rooms occupied groups.

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