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Introduction To Front Office Services

The document provides an overview of the front office department in the tourism and hospitality industry. It describes the front office as the most important department that acts as an interface between the hotel and its guests. It includes an organizational chart showing the typical structure of a front office department and outlines the key job responsibilities of front office personnel such as the front office manager, bell boy, cashier, receptionist, concierge, and reservation agent. It also explains the different stages of the guest cycle in a hotel which are pre-arrival, arrival, in-house, and departure.

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Marilyn Lamigo Bristol
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168 views

Introduction To Front Office Services

The document provides an overview of the front office department in the tourism and hospitality industry. It describes the front office as the most important department that acts as an interface between the hotel and its guests. It includes an organizational chart showing the typical structure of a front office department and outlines the key job responsibilities of front office personnel such as the front office manager, bell boy, cashier, receptionist, concierge, and reservation agent. It also explains the different stages of the guest cycle in a hotel which are pre-arrival, arrival, in-house, and departure.

Uploaded by

Marilyn Lamigo Bristol
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Introduction to front

office department

1
CHAPTER FOCUS POINT
Describe the significant of front office
in tourism and hospitality business
Construct front office organizational
chart line within a hotel or any tourism
and hospitality business
Explain personnel job specification,
responsibilities among position,
departments and division within a
hotel
Describe the activities in each guest
cycle stage of a hotel 2
INTRODUCTION
OF FRONT
OFFICE
DEPARTMENT

3
FRONT OFFICE DEPARTMENT
Most important department in the
hotel
- nerve for hotel operation
- Interface between a hotel and its
guest
Guest makes first contact with FO
department
First place that can makes guest
develop an impression about the
4
FRONT OFFICE DEPARTMENT
Communication and Accounting
are the most important functions
of the front desk operation.
Accounting procedure involve
- settlement of the guest bills
- accepted advance booking of
hotel rooms
- settle bills at the time of check-
out 5
FRONT OFFICE DEPARTMENT
Effective Communication with
- guest
* processing the guest reservation
* handling the guest reception
* fulfill the guest inquiry usage in the
hotel
such as internet facilities, safe deposit
* check-in and check out the guest
- other departments of the hotel etc.
* maintaining the room status 6
Front office department
FO department operates 24 hours a
day
Three main shifts in FO department
Morning – day shift
7.00 a.m – 3.00 p.m
Day – evening shift
3.00 p.m – 11.00 p.m
Night shift
11.00 p.m – 7.00 p.m 7
FRONT OFFICE
ORGANIZATIONA
L CHART

8
Organizational chart
Organization structure of FO department
varies
It is depends on the size and style of
operation of the hotel
It can be categorized into
- Small sized hotel
- Medium sized hotel
- Large sized hotel
( Refer to the Figure 1.1, 1.2 and 1.3 for
organizational structure of FO
9
DUTIES OF FRONT
OFFICE
PERSONNEL

10
Duties of front office
personnel
4 5 NIGHT
DOOR AUDITOR 6
ATTENDANT
RECEPTIONIST
3
CASHIER

2 FRONT OFFICE 7
BELL BOY PERSONNEL CONCIERGE

1 8
FRONT OFFICE RESERVATIONS
MANAGER AGENT
TELEPHONE
9
OPERATOR
11
Duties of front office
personnel
FRONT OFFICE MANAGER
- Direct and coordinate the activities of the front office
department
- Perform the function of a link between the
management and front office employees
- responsible for hiring, training, supervising and
disciplinary all front desk, reservation, and guest
services staff members in order to maintain the
desired standard of service
- prepared the budget for the front office department
- evaluate the job performance of each front office
employee
12
Duties of front office
personnel
BELL BOY
- Handling guest luggage at the time of
arrival
and departure
- Escorting guests to their rooms on arrival
- Familiarizing guests about safety features
and
in-room facilities
- Locating a guest in a specified area of the
hotel
- Posting guests mails
13
Duties of front office
personnel
CASHIER
* Receiving payment
* Balancing guest account
* Opening and maintaining the guest
folios
* Recording all credit charges in guest
folios
* Preparing bills at the time of check-out
* Handling credits/debit/charge cards for
the
settlement of a guest account
* Administer the safe deposit system
* Handling foreign currency 14
Duties of front office
personnel
DOOR ATTENDANT
* Open the doors of guests’ vehicles
on their
arrival in the hotel portico
* Help bell boys in lifting luggage
* Open the hotels’ entrance door for
guests
* Coordinate with parking attendants
for parking guests’ vehicles in the
hotels’ parking area. 15
Duties of front office
personnel
NIGHT AUDIT
* Preparing the night audit report
* Check-in and check-out guest who
arrive or
depart after 11.00p.m
* processing the reservations
* performing the duties of security guard
* monitoring fire safety system
* Act as cashier for banquet function
* performing the duties of manager on
duty 16
Duties of front office
personnel
RECEPTIONIST
* greeting guest
* handling special request
* handling check-in and check-
out
* providing information to guest
* assigning rooms and
dispensing guest room keys
17
Duties of front office
personnel
CONCIERGE
* Making reservations for dining in famous
restaurant
* Arranging tours, limousine, and
entertainment
ticket
* Maintaining good relationship with
hospitality
industry
* Personal helper to VIP
* Obtaining tickets for theatres, musicals etc
18

* Provide latest information of events


Duties of front office
personnel
RESERVATION AGENT
* Handling guaranteed and non-guaranteed
reservation
* up sell accommodation
* Prepared the expected arrival list and the
expected
departure list every day
* Prepared a guest folder and to keep the
mails and messages of guest with
reservation doc 19

* Providing management information to other


Duties of front office
personnel
TELEPHONE OPERATOR
* processing all incoming and outgoing
calls
* log all wake-up call on the system
* Answer questions about the hotel’s
services
and product
* taking message
* operating hotel paying system
* direct incoming calls to the desired
20
extension
* provide paging services for guest and
GUEST CYCLE
STAGE

21
GUEST CYCLE STAGE
PRE-ARRIVAL

DEPARTURE GUEST CYCLE ARRIVAL


STAGE

IN-HOUSE
22
GUEST CYCLE STAGE
PRE-ARRIVAL
* Reservations

ARRIVAL
* Registration
* Room assignment
* Issuance of room key
* Baggage handling
23
GUEST CYCLE STAGE
IN-HOUSE
* Mail and message handling
* Maintenance of guest account
* Paging and travel assistance
* Safe deposit, currency exchange
DEPARTURE
* Preparing the guest bill
* Settlement of guest account
* Transportation
* Future reservation
24
THANK YOU
!!

25

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