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COMPETENCIES

This document outlines the competencies required for front office servicing (FOS). It lists basic competencies such as participating in workplace communication and practicing occupational health and safety. Common competencies include developing industry knowledge, observing hygiene procedures, performing computer operations, and providing effective customer service. Core competencies involve tasks like receiving and processing reservations, operating computerized reservation systems, providing accommodation services, conducting night audits, and providing cashiering services.

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Eze Valencia
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276 views

COMPETENCIES

This document outlines the competencies required for front office servicing (FOS). It lists basic competencies such as participating in workplace communication and practicing occupational health and safety. Common competencies include developing industry knowledge, observing hygiene procedures, performing computer operations, and providing effective customer service. Core competencies involve tasks like receiving and processing reservations, operating computerized reservation systems, providing accommodation services, conducting night audits, and providing cashiering services.

Uploaded by

Eze Valencia
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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COMPETENCIES OF THE FRONT OFFICE SERVICING (FOS)

BASIC COMPETENCIES:
 Participate in workplace communication

 Work in a team environment

 Practice career professionalism

 Practice occupational health and safety procedure

C O M M O N C O M P E T EN C I E S :
 Develop and update industry knowledge

 Observe workplace hygiene procedures

 Perform computer operations

 Perform workplace and safety practices

 Provide effective customer service

CORE COMPETENCIES:
 Receive and process reservations

 Operate computerized reservations system

 Provide accommodation reception services

 Conduct night audit

 Provide club reception services

 Provide concierge and bell services

 Provide cashiering services


1. What is Front Office?
The Front Office is the major department in a hotel which is situated at the front part of the hotel. It is also
known as the face of the hotel. It is the first guest contact area and also the nerve center of the hotel. All
the activities and areas of the front office are geared towards supporting guest transaction and services.

2. Why is Front Office considered as the ‘nerve center’ of the hotel?


The Front Office Department is considered as the 'nerve center' of the hotel because all the transactions is
being process in this department. The front office welcomes guests to the accommodation section: meeting
and greeting them, taking and organizing reservations, allocating check in and out of rooms, organizing
porter service, issuing keys and other security arrangements, passing on messages to customers and
settling the accounts.

3. What is the main function of the Front Office Department?


The Front Office Department's main function of a hotel is to act as the public face of the hotel, primarily by
greeting hotel patrons and checking in guests. It also provides assistance to guests during their stay,
completes their accommodation, food and beverage, accounts and receives payment from guests.

4. Enumerate the staff in the Front Office Department and their corresponding job
description.
 Front Office Manager - the primary duty of the front office manager is to supervise the operations of
the front office department and to report to the hotel general manager.
 Assistant Front Office Manager - he/she coordinates with the front office manager and observes
direct supervision of the different front office department sections.
 Reservation Officer - the one responsible for receiving and processing through telephone, mail, e-
mail, or fax. The reservation officer must have a good salesmanship ability to generate more revenues
from the room reservations.
 Receptionist - is in-charge of attending to guest inquiries and greets newly arrived guests in the front
desk. Assist guest in all front office-related functions in an efficient, courteous, and professional
manner that maintains high standards of service and hospitality.
 Bell Staff - act as the living instrument of the hotel to let every guest feel the warmness of hospitality.
 Bellman - one who's responsible in bringing the guests' luggage up to their rooms and down when
checking-out; also handles errands such as delivery of newspapers, mails, and parcel to the rooms.
 Doorman - one who's responsible in welcoming guests and opening the doors of the car and/or
entrance doors.
 Valet Parker - one who's responsible in parking and retrieving guests' vehicles.
 Concierge or Information Assistant - the concierge is the one who provides information to guests and
assists them in arranging tours, booking tickets, giving directions, among others. He/she also
promotes the hotel's products and services.
 Switchboard Operator - receives and directs incoming calls to individual guests, staff, or departments.
 Front Office Cashier - performs tasks relating to guest check-in and check-out and sending guest
accounts.
 Night Auditor - to ensure the accuracy and balance of front office accounting records and prepares
summaries of financial data on daily basis.
5. How the job description varies from a 3-star or 7-star hotel? Cite an exact
example.
The job description varies from the skills and services of once personnel. One example of it is, in a De Luxe
Class, the services the staffs provide is a 24-hour service. While in a Standard Class, some services will not
be accommodated nor given to the guest especially at night time.

6. What are the departments that work/communicate closely with the Front Office
(F.O.)?
The departments that work or communicate closely with the Front Office Department are:
o Marketing and Sales Department
o Housekeeping Department
o Food and Beverage Department
o Maintenance or Engineering Department
o Security Department
o Banquet Department
o Controller
o Human Resource Department

7. Why is communication being very important in hotel operations?


Communication is being the very important in hotel operations because it can deal with various concerns
and problems of daily life. Excellent communication skills can enhance a guests experience as it shows that
you are listening to them, valuing their feedback and conveying clear messages. This can lead to customer
loyalty, increased business and eventually the hotel becoming more successful.

8. When there is miscommunication, what can you suggest, to solve or avoid it?
When there is miscommunication, what I can suggest to is solve it rather than avoiding it. Solving a
miscommunication in a hotel industry is a must. It can clarify things between departments or guests and
you'll help build greater trust and increased productivity among employees and guests.

9. Cite an example of the effect of miscommunication between departments.


Effect of miscommunication between departments has a heavy emotional impact on employees. One effect
of it is the loss of morale, stress and frustration abound when employees can't connect. That's a burden
that employees may carry home with them, affecting their home life and future work performance. While
in the workplace, one of the effect is it can lead to a delay or failure to complete projects, missed
performance goals and lost sales.

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