Front Office Organizational Structure

Front Office Hierarchy
Sub-departments of Front Office
Front Office Organizational Structure
Reservations
Front Desk
Bell Desk
Telephone Operator
Business Center
Concierge
Travel Desk
Guest Relation
Retail Stores
Qualities of Front Office staff

1. FRONT OFFICE ORGANIZATIONAL STRUCTURE By Arpendra Chauhan

2. Introduction F ront Office department is commonly known as “Reception” as it is the place where guests are received when they arrive at the hotel. It is the first point of interaction between the hotel & the guest. It is located near the main entrance of the hotel.

3. RESERVATIONS RECEPTION/ REGISTRATION/ FRONT DESK/ CASHIER BELL DESK COMMUNICATIONS/ TELEPHONE/ OPERATOR BUSINESS CENTRE CONCIERGE/ TRAVEL DESK GUEST RELATIONS RETAIL STORES

4. A mistake isn’t always a mistake. S ometimes a mistake is actually an opportunity, but we just can’t see it right then & there.

5. RESPONSIBILITIES DUTIES AND

6. FRONT OFFICE MANAGER Direct s & coordinates activity of the front office department- room reservations, guest rooms, mail & information Must understand functions of, & be able to cooperate with closely related departments such as front office cashier, credit, sales, housekeeping, food and beverage service and production Responsible along with the personnel department for the recruitment and training of staff. Keeps a thorough check on the operations, handovers & guest feedbacks etc. Reports to the management & is wholly responsible for the daily functions of the front office. Prepare reports to the management related to the anticipated room occupancy, reservation, expected check in and check out Aides and promotes in carrying out hotel employee rein policies such as performance and vacation etc. Maintains and develops applicable operation procedure involving controlling open and closed dates, availability and conditions of rooms, guest arrival pattern, control of keys and liaison between department sections and shifts

7. ASSISTANT FRONT OFFICE MANAGER Assists the FOM in supervising & coordinating day to day operations & resolves internal problems. Liaison with sales department for present and future convention and group bookings. Deals with problems arising from guest complaints and room assignment activities. Interviews and hires applicants. Coordinate staffing of email & information and reservation clerk with their supervisor. Responsible for miscellaneous duties assigned by the front office manager. Assumes responsibilities of front office manager on his absence.

8. RESERVATIONS MANAGER Supervises & answers the enquiries of reservation agents Maintains closed liaison with secretaries of major companies that do business with the hotel. Participates in the recruitment and selection of reservation staff of the hotel. Possesses a thorough knowledge and information about the types and availability of the rooms of the hotel property. Possesses the information about the various plans, packages and discounts to be offered to the guests during the process of reservation. Develops revenue management strategies to improve the sale of rooms of the hotel during the period of low demand.

9. LOBBY MANAGER/ DUTY MANAGER Schedule the duty roaster & determines justification for manpower strength Handles guest complaints and ensures that the front office has good relation with other departments Coordinates with various departments for effective guest handling. Coordinates with front office to facilitate rooming and departure of guests. Does liaison between the travel counter, airline regarding arrival and departure of flights. Passes credit bills in the absence of front office manager. Trains all staff under him and trainees as well.

10. NIGHT MANAGER Supervise operation of hotel through the night. Answer enquires, concerning hotel service and facilities and deal with complaints. Assist cashier with question of credit. Keep close watch on night clerks.

11. Courteously and promptly handles all the reservations on phone, by mail and computer etc. Update the reservation register all records in order to have updated inventory of room availability. Type out advance reservation register slips and maintains reservation racks and correspondence and in case of computer, updates information on computer. Carryout amendments and cancellation intelligently and accurately. Keep availability status chart updated. Check on reservation stationary and keep satisfactory power of the same. RESERVATIONS ASSOCIATE

12. RECEPTION/ REGISTRATION ASSISTANT The friendly welcome given by the receptionist to a guest changes impersonal hotel building to a friendly and homely place and his or her unfriendly and indifferent attitude may convert the guest into unpleasant and uncomfortable stay. Be informed on daily room status. Have detailed information regarding arrivals, their room requirement and expected departures of the day. Prepare all records connected with pre-registration for VIP, invalid and old people. Handled group/crew registration as per laid down procedures as well as FIT.

13. Maintain room rates absolutely current and updated. Prepare room discrepancy report and ensure a double check through lobby attendant. Work closely with information assistant. Give all departure rooms to housekeeping promptly. Constantly update room rack/information rack. Open guest folio without delay and transmit it to front office cashier himself or send the guest registration card to the cashier for opening the guest folio.

14. Handle all guest mail, parcel, telegram as per laid down procedures. Answer Queries Wake up call Keep information aid like time table, roadmaps, hotel guide etc. Answer incoming calls for guest and reports all messages. INFORMATION ASSISTANT/ TELEphone operator Maintain Guest racks alphabetically. Report keys not retrieved or lost to front office manager at once. Maintain closed contacts with housekeeping, engineering, food and beverage and other coordinating departments.

15. DOORMAN To great the guest up on arrival and welcome them. To bid farewell up on departure and thank all the guests. His place of duty is outside the main entrance of the hotel. First staff member to greet the guest in a hotel. Calls taxis for guest and flags down the meter to ensure maximum guest satisfaction. Opens door of arrival cars and greets and welcome guests with a smile. Ensure smooth traffic flow in the porch and ensures that the porch is always clear. Calls for cars parked in the basement or parking area. Keeps the keys of incoming guests orderly. Should know driving to assist the guest in case of emergency.

16. Pleasant and smiling face. Willingness to help. Keen interest in meeting people. Work under pressure. Good listener. Should be able to work with subordinates, colleagues and seniors. Physically and mentally strong. Punctual. No smoking or drinking on duty. No personal phones on duty. Well groomed, well uniformed and well mannered. Very tactful in handling all kinds of situations. Very courteous and honest. Good Communication skills QUALITIES OF FRONT OFFICE STAFF