Hotel Front Office Department hierarchy , functions

this slide discuss the dties and responsibilities of hotel front office staff . this also gives an idea of the hierarchy and organizational chart of hotel front office department.

1. F.O hierarchy and duties Dr. B havya Khamesra

2. Front office organisation

3. Duties and responsibilities of fo manager All administrative tasks ,and introduce new ideas and trends hiring staff , training, motivating , giving appraisals etc Ensure smooth functioning of department and that the level / standards are maintained by staff Make departments budget Forecast sales , and monitor reservation systems to maximise occupancy,sales and revenue Conduct department meetings weekly Check arrivals , departures, and review all reports of FO dept.

4. Assistant front office manager Supervise and coordinate day to day activities Assign duties and make duty rotas for staff Assume responsibilities when FO manager is on leave Check daily reports, arrival lists, departure lists, VIP arrival , group arrivals Conduct daily meeting with staff Update FO manager about the happenings Liasioning with other departments like HK, sales, F&B

5. Lobby manager To ensure smooth check in and check out by proper luggage handling Handle guest complaints L iasoning with travel counter and airlines Coordinates with security department and ensure safety and security of hotel ensure smooth functioning of lobby Motivate staff under him Handle keys

6. Reservation assistants Receive and process reservation enquiry of guests Maintain the reervation records, update room status Share the information with other departments like sales F&B, To prepare expected arrival ist,departure list for the day To fill registration cards in advance, guest history card, To give the information to receptionist To prepare guest folder having reservation documents, mails and messages

7. receptionist Greet the guests on arrival Confirm the identity of guests Fill the registration card and details Assign room and call bellboy to escort guest to room Prepare room status report and check discrepancy with housekeeping Process request for check out Inform late checkout, early check out to HK department Give information about hotel , facilities and the city to the guest

8. Telephone operator Answer the calls directly Direct incoming calls to the extension number, department etc Answer the queries about the hotel and its services Log all wake up calls, Handling guest messages Handling outgoing calls Handling calls from the rooms / guests

9. Night auditor Audit daily income from hotel operations Tally all sales with bills Check guest folio with charge vouchers Audit night receptionist room report Prepare reports in night daily See that all transactions are posted

10. cashier Prepare guest bills and present it at the time of check out of guest Update guest transictions daily Transfer guest balance to other account Settle guest account by cash, credit , vouchers etc Exchange foreign currency Make closing balance account at end of shift Maintain house bank

11. concierge provide brochures and information about city, sightseeing places, shopping, cultural activities etc to the guests Plan city tour itinerary for the guest Make taxi , airline, railway bookings for the guests Tell guests about hotel services and facilities and make bookings for restaurant table, spa, etc Know emergency procedures of fire, health and safety, know first aid procedures Call doctor for guest

12. Bell boys Handle guest luggage Transport the luggage to the room on arrival / guest check in Put luggage tag on bags and luggage on arrival Escort guest to the room and tell them about room , service directory and function of equipments in room At time of check out take the luggage from the room to the lobby and then to the vehicle Handle left luggage procedure and handle scanty baggage Deliver mail, message and package to the rooms

13. Guest relation executive Take feedback from guests Maintain guest feedback forms Maintain guest comment cards Handle VIP arrivals and attend to VIP Ensure that guests leave with positive image of hotel Check any complaints and inform the department

14. Qualities of front office staff/ personnel Pleasing personality, smiling face Positive attitude, Punctual Hard working Good Personal hygiene: bath daily, cut nails, trimmed hair, no foul smell, Honest Good communication skills Calm, courteous Diplomatic Salesmanship Good memory