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    Introduction To Front Office

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    elenaanwar
    The document provides an overview of front office operations in a hotel. It defines what a front office is, outlines key front office activities like guest registration and services, and explains the importance of the front office in providing an introduction to the hotel and ensuring guest needs are met. It also includes a front office organizational chart and describes the various roles. Finally, it outlines the guest cycle from pre-arrival through departure and the front office responsibilities at each stage.

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    Introduction To Front Office

    Uploaded by

    elenaanwar
    781 views15 pages
    The document provides an overview of front office operations in a hotel. It defines what a front office is, outlines key front office activities like guest registration and services, and explains the importance of the front office in providing an introduction to the hotel and ensuring guest needs are met. It also includes a front office organizational chart and describes the various roles. Finally, it outlines the guest cycle from pre-arrival through departure and the front office responsibilities at each stage.

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    Front office practice

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    The document provides an overview of front office operations in a hotel. It defines what a front office is, outlines key front office activities like guest registration and services, and explains the importance of the front office in providing an introduction to the hotel and ensuring guest needs are met. It also includes a front office organizational chart and describes the various roles. Finally, it outlines the guest cycle from pre-arrival through departure and the front office responsibilities at each stage.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    781 views15 pages

    Introduction To Front Office

    Uploaded by

    elenaanwar
    The document provides an overview of front office operations in a hotel. It defines what a front office is, outlines key front office activities like guest registration and services, and explains the importance of the front office in providing an introduction to the hotel and ensuring guest needs are met. It also includes a front office organizational chart and describes the various roles. Finally, it outlines the guest cycle from pre-arrival through departure and the front office responsibilities at each stage.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 15

    Inroduction To Front Office

    Lecturer Elena Bt . Anwar

    What is Front Office ?

    a business term that refers to a company's departments that come in contact with clients, including the marketing, sales, and service departments.

    Front Office Activities


    Sell guestrooms; register guests and design guestrooms Coordinate guest services Provide information Maintain accurate room statistics, and room key inventories Maintain guest account statements and complete proper financial settlements

    Importance of front office


    an introduction to the company the communications hub of the hotel Help people decide to whether to choose the hotel (or not!) responsible to ensure that all the guest needs are full filed and the request of the guest are taken care off

    Front Office Organi zation

    The front office of a hotel is an important area of the organization. To make sure the management of a business is under control an organiation must be created . Every employee has their own work that being appointed to them

    Front Office Organization Chart


    Corporate Owner General Manager Assistant General Manager Front Office Manager

    Cashier Reservation Manager Desk Clerk Telephone Operator

    Concierge

    Night Auditor

    Elevator Operator Bell Staff

    Key Clerk

    JOB SPECIFICATION
    MEANING => A statement of employee characteristic and qualification required for satisfactory performing of defined duties and task comprising a specific job or function. Job specification is derived from job analysis.

    JOB ANALYSIS OF JOB SPECIFICATION


    QUALIFICATIONS EXPERIENCE TRAINING SKILLS RESPONSIBILITIES EMOTIONAL CHARACTERISTICS SENSORY DEMAND

    PURPOSES OF JOB SPECIFICATION


    helps candidates analyze whether they are eligible to apply for a particular job vacancy or not.

    Job Specification gives detailed information about the job offered . It helps in selecting the most appropriate candidate for a particular job.

    Guest Cycle in hotel


    The hotel guest stay cycle can be divided into four main stages. Within these four stages there are important task related to guest services and guest accounting.

    Pre - Arrival
    The Guest chooses a hotel during the pre- arrival stage The guest's decision of making the reservation The reservation contains details of guest specific request Staff have to make sure that room will be available when he arrives to the hotel.

    Arrival
    includes to determine guest's reservation status before beginning the check in registration process registration process is complete once a method of payment and the guest's departure date have been confirmed guest may be given a room key and direction to the room or escorted by the related staff

    Occupancy
    front desk staff is to provide anticipatory service and to meet or exceed the guests expectations The front desk follow the hotel standard operating procedure for handling the hotel and guest Other front office financial - verify the charges posted to the guest account and checking guest accounts against the credit limit.

    Departure
    At Departure the guest vacates the room, receives the accurate statement of the settled accounts, returns the room keys and leaves the hotel. After checked out, front office updates the rooms availability status, notifies the housekeeping department Feedback from the guest were by handing over the guest feedback form.

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