FRONT OFFICE ORGANISATION IN HOTEL

FRONT OFFICE ORGANISATION AND HIERARCHY SMALL HOTELS MEDIUM AND LARGE HOTELS

1. FRONT OFFICE ORGANISATION www.indianchefrecipe.com

2. Topic Front Office Organization & Hierarchy - Small, Medium and large hotel Duties and responsibilities of principle staff and their job description FO Mgr-DM/LM-FO, FO Agent-Cashier- Bell Captain, Bell boy, GRE-Concierge Co-Ordination of Front office with Other Departments Attributes and Qualities of Front Office Staff. Telephone manners& Standard Phrases required for front office staff. www.indianchefrecipe.com

3. Front office organization of a small hotel Front Office Manager Secretary Cashier Bell Captain Head Receptionist Receptionist Bell boys www.indianchefrecipe.com

4. Front office organization of a Medium Hotel www.indianchefrecipe.com

5. Front office organization of a large hotel www.indianchefrecipe.com

6. Q&A What is organizational chart of small? What is organizational chart of large? What is organizational chart of very large? www.indianchefrecipe.com

7. Duties and Responsibilities of Principle Staff FOM DM/LM FOA Cashier Bell captain Bell boys GRE Concierge www.indianchefrecipe.com

8. Duties of FOM Reports-GM He directs and coordinates the activities of the front office department, which includes dept. like, front desk, lobby, reservation, bell desk, telephones, He is responsible to ensure the proper upkeep, staff cleanness, punctuality and efficiency by his staff in his department, Ensures that each and every guest is provided with smooth, efficient, courteous and personalized service by his staff, He prepares the duty chart for his staff and also sanctions weekly offs, an leaves to his subordinates, He deals with front office correspondences on reservation, enquires, room booking, discount to company etc., and inter departmental communication, He checks the functioning of various records, racks, intimations, arrival list, room position, He deals with complaints against his staff and other complaints of his guest, He is responsible for making decisions at times of unusual events such as death, fire, theft, Prepares report to the management about the anticipated rooms occupancy, reservation patterns, expected check-in and check-out, Responsible along with the personal department, for the employment and training of staff, www.indianchefrecipe.com

9. Duties of DM/LM Handling vips assists in VIP’s arrival departure in absence of guest relation officers Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour . Checks on registration cards of arriving guests assists in sending guest messages or faxes Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows Assists in handling room lock problems. www.indianchefrecipe.com

10. Responsibilities of FOA Be informed on daily room status, Have detailed information regarding arrivals, their room requirements and expected departures for the day, Check VIP reservations and issue a VIP amenity voucher and also for any special request, Prepares all records connected with pre-registration for VIP, invalid and old people, Handle group/ crew as well as FIT registrations as per the laid down procedures, Maintains a satisfactory part of all registration on stationery, Room all arrivals using arrival errand card, www.indianchefrecipe.com

11. Responsibilities of Cashier He is to receive payment from the guest in settlement of their bills, Posting of vouchers into the individual bills, Looking after the safe deposit vault, Checking the petty cash float, operating and maintaining cash registers and billing machines, Maintain the visitor tabular ledger, and post guest vouchers into the VTL, Check the correctness of the bills, www.indianchefrecipe.com

12. Responsibilities of Bell Captain Supervise the movement of bell boys & control sheet, Update lobby manager performance of bell boys, Handle left luggage, Train the bell boys to maximize departmental efficiency, Organize and supervise check in and check out baggage formalities of guest, groups and crew, Control the sale of postage stamp and postage stationery to guest, www.indianchefrecipe.com

13. Responsibilities of Bell boys Handling baggage during check in and checkout Escort the guest to the room on his arrival, Place the baggage in the guest room on the luggage rack, Explain the operation of light/ air conditioning control to the guest and switch them on, Check the departure room to ensure that the guest has not left any articles in the room by mistake, Switch off the lights and air condition once the departure has taken place, Providing guest service on request www.indianchefrecipe.com

14. Responsibilities of GRE Duties: •  Major part of a GREs job is to receive the VIP, regular guest. Prepare for a welcome for them & then escort them to their assigned room, where a guest can be registered. •  co-ordinates with all the departments in the hotel to ensure speedy and timely service to each guest. •  maintain good guest contact and ensure guest satisfaction as far as hotel services are concerned •  maintains guest history card for all the guest in the hotel.   www.indianchefrecipe.com

15. Responsibilities of Concierge Concierge can be called as a ‘ man- about- town' or ‘ mister- know- it- all', usually resourceful and knowledgeable about hotel and the surrounding, Should be equipped with the brochures, travel facilities information, sight seeing, shopping, and other such things for providing assistance to the guest, He/she is required to make airlines booking, taxi booking and planning of itineraries for guest Serves as guests liaison with hotel and non hotel services, Provides personal approach to guest services, www.indianchefrecipe.com

16. Q&A 1.what are the duties and responsibilities of FOA what are the duties and responsibilities of cashier? what are the duties and responsibilities of GRE what are the duties and responsibilities of Concierge what are the duties and responsibilities of FOM what are the duties and responsibilities of Bellboy what are the duties and responsibilities of bell captain www.indianchefrecipe.com

17. Department that f.o co-ordinates Front office Lobby Telephone operator Sales and marketing Accounts housekeeping Stores Room service Engineering www.indianchefrecipe.com

18. F.o -lobby Arrival : Check-in process – bell boy Departure: check-out process-bell boy Room change : bell boy and FOM Scanty Baggage-bell boys Message: bell boys Paging : bell boys www.indianchefrecipe.com

19. Room clearance Groups check in VIP Room status Discrepancy Flower arrangement www.indianchefrecipe.com

20. Fo-h.k Room Report :Room attendant will check the physical count of the guest in room and prepares the a report and they will send to the f.o and f.o will compare and makes a report in case of discrepancy www.indianchefrecipe.com

21. Discrepancy Report fo -h/k It is prepared by fo by room report and difference rooms will be handed over to bell for physical check www.indianchefrecipe.com

22. Fo -accounts Account : f.o cashier has to hand over entire to the accounts department with receipts and voucher Night Auditors : checks all correspondence with physical check City ledger : hotel extends credit to the guest and follow up on guest for clearance of amt crossing the credit limit www.indianchefrecipe.com

23. Fo -room service V.i.p c/I and c/o : reg bill of guest : arrange fruit basket,alchol,cake,cookies etc www.indianchefrecipe.com

24. Fo -telephones c/I and c/o : call to transferred Idd connection Local call charges Wake up calls Handling messages www.indianchefrecipe.com

25. F.o-engg,stores,sales dept F.o-engg,stores,sales deptbaquet booking www.indianchefrecipe.com

26. Q&A why FO co-ordinates with HK why FO co-ordinates with F&B why FO co-ordinates with engg . why FO co-ordinates with sales & mktg why FO co-ordinates with Telephone why FO co-ordinates with store www.indianchefrecipe.com

27. Attributes/Qualities of Front Office Personnel Guests remain in direct contact with the front office staff throughout their stay at the hotel. As the front office personnel are the first and the last point of contact with the guests, they reflect the image of the hotel, and hence should carry themselves and behave in a way befitting the vision of the organization. The front office personnel must possess following qualities to discharge their duties efficiently: Pleasant personality Personal hygiene Physical fitness Honesty Salesmanship Diplomacy Good memory Excellent communication skills Calmness Courteous nature Loyalty Punctuality www.indianchefrecipe.com

28. Telephone Etiquettes of Front Office Personnel Basic telephone etiquettes Phone should be answered within three rings. Smile even though you are on the telephone. Sit or stand up straight. Use a low voice pitch. Match your speaking rate to the caller's. Avoid extremes in volume. www.indianchefrecipe.com

29. Standard phrases of Front Office Personnel Wish according to the time of the day (Good Morning, Afternoon or Evening), (Your Hotel Name) , How may I help you. How to answer Internal Guest calls? Wish according to the time of the day (Good Morning, Afternoon or Evening) Mr. _________ (Guest last name), This is ________(Your first name), How may I help you. How to answer interdepartmental calls? Wish according to the time of the day (Good Morning, Afternoon or Evening), This is _______ (Your first name), How may I help you. www.indianchefrecipe.com

30. Q&A What are the attributes of FOA What are the Telephonic etiquettes www.indianchefrecipe.com

31. Short question 1.Draw organization chart of small hotel 2.What are the duties and responsibilities of bell boy? 3.How does FO co-ordinates with stores and engg and maintenance departments 4.What are attributes of FOA 5.What are the golden rules of telephone www.indianchefrecipe.com

32. Long Questions 1.Draw organization chart of small, medium and large and explain in detail the hierarchy? 2.What are the duties and responsibilities of principle staff (FOM/DM/FOA/GRE/Bellboy/bell captian etc ) 3.Explain in detail FO co- ordiantes with other departments 4.What are the attribute of FOA 5.What are the golden rules of telephone? www.indianchefrecipe.com