FUNCTIONAL ORGANISATION OF FRONT OFFICE

The front office is the nerve centre or hub of a hotel. It is the department that
makes the first and last impression on the guests, and the place that guests
approach for information and service throughout their stays.

The three main functions of the front office are as follows:

1. Selling rooms
2. Maintaining balanced guest accounts
3. Providing services and information to guests

The operation of the front office department is mainly determined by the type and
number of guest transactions which take place during the four different phases of
the guest cycle.

The Front Office department can be divided into different sections according to the nature of
their functions. They are :-

1. Reservations.

2. Reception.

3. Information.

4. Cashiers.

5. Bell desk.

6. Telephones.
1. RESERVATIONS

It is often referred to as the nerve center of the department. All booking requests are received and
processed here. Prior arrangement for guest arrival can be made from the information
processed at reservations which facilitates efficient and satisfactory service to the guests.

2. RECEPTION

• The front desk is the most obvious part of the Front Office and is
strategically located in the high traffic , lobby area.
• Front desk is a major source of guest information and is responsible for the
maintenance of guest records.
• It is the first (check-in) and last (check-out) point of guest contact during a
normal guest stay.
• Reception is also a focal point of lodging of guest complaints and a
coordinator of all guest services.
• The front desk is therefore the connecting link between the guest and the
hotel management.
• The front desk staff is truly responsible for projecting a hotel’s image and
for promoting the hotel’s resources.
• The reception section of the front office is responsible for receiving guest
with warmth and a smile. Room sales and assignment is the main duties of
the reception. Besides these other duties include co-ordinating between
dept.
• A reception is a part salesman, Physiologist and bookkeeper. This section
is also responsible for registration of the guest at the time of his arrival.
Most of the states and govt. insists that a guest should register himself in
writing. This is the rules to protect both the hotel owner and the guest. It is
also a source of information on the movement of foreigners in the country.
3. Information : The main functions of this section are :

a. To maintain an alphabetical guest index.

b. To receive messages for resident guests.

c. Handling guests room keys.

d. Handling guest mail, packages etc.

e. Paging for guests.

f. Providing relevant and accurate information to the guests and answering queries.

4. CASHIER

Responsible for handling guest bills, where guests settle final bills either by cash, credit card or
as charge settlement for their entire stay in the hotel. Expenses would include room, F & B
service and charges for any other services or facilities used. These charges are recorded
centrally upto the minute at the cashier’s cabin. The cashier’s role therefore is to post all
guest charges and credits on the master bill so as to present the same duly totaled for
payment at the time of guest departure. This section is also responsible for exchanging
foreign currency and for safe deposit lockers provided for guest valuables.

5. BELL DESK

Responsible for baggage handling at guest arrival or departure time and running errands during
the guest’s staying in the hotel.

6. TELEPHONES

Handles all incoming and outgoing local calls and trunk and international calls for both guests
and the hotel management.

DUTIES AND RESPONSIBILITIES OF THE FRONT OFFICE

STAFF
A. Front Office Manager

 He is the head of the department.

 He ensures the smooth running of the department

 He sees to it that his staff reports to duty in time and in proper uniform.

 He ensures that courteous and personalized service is given to the guests by his
staff.

 He deals with front office correspondence on reservations, enquiries, room

booking etc.

 He is responsible for the up keep of the front desk, lobby manager’s desk and their
equipment.

 He deals with the complaints against his staff and other complaints of the guests.

 Participants in the selection of F O Personnel

 Conducts regularly scheduled meeting of F O Personnel.

B. Lobby Manager

 He ensures that all rooms are blocked as per reservation requests

 He keeps a check on room position

 He instructs the airport representatives regarding the list of arrivals to be met.

 He checks pre-registration cards

 He also checks house keeping discrepancy report

 He ensures that guest requests and complaints are followed up

 He follows up on group and crew movement

 He takes actions for all unusual events in the lobby like fire, accidents, etc.,
  He ensures the smooth running of the lobby.

 He sends “C” Forms to the FRRO.

C. Reception Supervisor

 To train all front office assistants on the job

 To make the duty roster for the staff

 To check the shift in-charge’s list on a daily basis

 To check the next day’s arrival list and to brief the staff accordingly

 He makes the requisition for the stationery required for the Front Office

 Ensures the smooth running of the reception

 Welcomes VIP guests

 Attends to guest complaints

 Assists the reception staff

 Maintains records of the reception

D. Reception Assistant

 To answer the queries of the guest to their satisfaction and to provide information

 To promptly register guests and to assign rooms to them

 To update the room rack regularly

 To complete pre-registration formalities for VIPs

 To execute government formalities regarding foreigners

 To prepare room reports and occupancy statistics

  Send messages to the guests

 To print the arrival list for the next day.

E. Reception Shift in-charge

 Performs the tasks of reception assistant

 Supervises and checks the entire Shift Operation

 Handles guest complaints

 Checks all the reports before the end of the shift

 Airline crew blocking and group blocking

F. Reservation Supervisor

 To help out Reservation Assistant in calls, courses and feeding reservation
information.

 To supervise the staff under her and impart training

 To monitor all new movements

 To follow up on billing instructions and other special requests

 To check on credit facilities to Companies, discount policies and discounts offered
to various companies.

 Co-ordination with Reception, Information, Sales and Marketing Departments and

Tour Operator.

 Up-to-date information of the position of the house for the day and the next three
days.

 She draws up a weekly, monthly and quarterly forecast

 Monitors VIP movements and informs all concerned

  Monitors house status and keep Front Office Manager informed of sold out dates.

 Deals with correspondence, vouchers, exchange orders, deposits, refund of

deposits and actions thereon.

 She handles the group and conference booking.

G. Reservation Assistant

 To update regularly the reservation chart and computer

 To properly and courteously handle all reservation requests

 To keep all reservations correspondence up to date

 To handle amendments and cancellation of reservation.

H. Senior Bell Captain

 He controls the movements of Bell Captains and Bell Boys

 He briefs the Bell Boy and ensures that they are always well groomed

 Takes stock of the luggage, parcels and any other material

 Has thorough knowledge of the hotel, shops, airline offices, executive offices etc.

 Thorough procedure on arrival and departure

 To carry out different errands for the guests

 Responsible for the proper distribution of newspapers

 Keeping stock of the equipments, trolleys and ensuring that they are in good
working order

 Vigilant and alert on duty

 To initiate action against guests having scanty baggage

  To assist in crew and group wake up call procedures

I. Bell Boy

 Take the baggage front the porch to the room

 Escort the guest to the rooms on arrival

 Place the baggage in the room

 Explain the operation of light switches, air conditioning control to the guests.

 Brings the baggage down in case of departures

 Checks the room to ensure that the guest has not left any articles in the room

 Obtain clearance from Front Office cashier on the errand card regarding the bill.

 Check that main and messages are distributed to the guests.

J. Front Office Cashier

 Operates front office posting equipment

 Completes cashier pre-shift supply checklist

 Completes guest check in procedures

 Post charges to guest account

 Handle paid-outs

 Completes guest check-out procedures

 Settles guest account

 Makes account adjustments

K. Night Auditor

 Posts room charges and taxes to guest accounts

 Processes guest charge vouchers and credit card vouchers

 Transfers charges and deposits to master accounts

 Verifies all account postings and balances

 Prepares a summary of cash, check and credit card activities

 Summarizes results of operations for management

 Knows how to operate position machines, typewriters and F O equipment

 Understands and knows how to perform check-in and check-out procedures

 Handle errands requested by guests and Front Office staff

 handle baggage of guests when they are shifting to another room

 Distribute news papers

 To page guests in the lobby

 To report guests with scantly baggage the bell captain

 To issue postage stamps against cash.