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FRONT OFFICE SERVICES

One of the important parts of hotel businesses is the Front Office Services. It is

one of the many departments of the hospitality establishment which directly interact with

customers when they first arrive at the hotel.

FRONT OFFICE SERVICES/DEPARTMENT

1.

Front Office Department plays a vital role in a hotel, and it is the face of a hotel

or hospitality establishment.

2. It is the first and the last department where a guest interacts.

3. The Front Office Department is responsible for creating first hand impressions

regarding the level of services and facilities provided.

4. The Front desk is responsible for answering enquiries, directing queries to

correct personnel/department.

Communication skills and personal appearance are very important and

influencing factors. A person should be confident, warm, polite, patient and sincere to

deal with the queries of guests at the Front Office. The 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

FRONT OFFICE ORGANIZATIONAL CHART

Organization structure of the FO department varies. It depends on the size and

style of operation of the hotel. It can be categorized into - Small, Medium, and Large sized

hotels.

FRONT OFFICE MANAGER

➢ Direct and coordinate activities of the FO department

➢ Responsible for hiring, training, supervising all front desk

➢ Evaluate the job performance of each front office employee

BELL BOY

➢ Handling guest luggage at the time of arrival and departure

➢ Escorting guests to their rooms on arrival

➢ Locating a guest in a specified area of the hotel

CASHIER

➢ Receiving payment and recording all credit charges in guest folios

➢ Preparing bills at the time of check-out and balancing guest account

➢ Handling foreign currency.

DOOR ATTENDANT

➢ Open the doors of guests' vehicles on their arrival in the hotel portico

➢ Coordinate with parking attendants for parking guests' vehicles

NIGHT AUDIT

➢ Check-in and check-out guest who arrive or depart after 11.00p.m

➢ Act as cashier for banquet function

➢ Performing the duties of manager on duty at night

RECEPTIONIST

➢ assigning rooms and dispensing guest room keys

➢ greeting and providing information to guest

➢ handling special request

CONCIERGE

➢ Personal helper to VIP

➢ Making reservations for dining in famous restaurant

➢ Arranging tours, limousine, and entertainment ticket

RESERVATION AGENT

➢ Handling guaranteed and non guaranteed reservation

➢ upsell accommodation

TELEPHONE OPERATOR

➢ Processing all incoming and outgoing calls

➢ Provide paging services for guest and employee

Front office services are a service available at hotels, amusement parks, salons,

and any other form of business that is engaged in the satisfaction of a client. Like other

businesses, there is also a document or report needed to organize a transaction of the

business. This may be in the form of a query for the types of products or services that the

business offered, then reservation which is a process of booking of products or services

that the company offers. In the hotel services there a guest cycle passes through many

other stages during arrival, stay and departure of the guest; these are so-called the Guest

Cycle.

These stages are known as the reservation stage, pre-registration stage, registration

stage, post registration, departure stage, and post-departure stage. Each stage is

characterized by a set of activities that fulfill the requirements of the guest's overall

factory stay and necessary to comply with the hotel procedural requirement mandated by

the law of the state.

1.

Reservation stage is the first point of contract between the business owner and

customers. It may be given weeks or months in advance of a guest's arrival.

Travel agents and corporations are a major source of reservation for most

products and services.

2. Pre-registration and also known as the pre-arrival stage of the guest. These are

the preparatory activities before the physical arrival of the guest.

3. Registration stage this stage is carried out at a time when the guest physically

arrives in the hotels or business establishment. This is the important stage that

it creates and a first and lasting impression about the efficiency and services of

the company. It involves the following.

4. Post-registration stage this stage guest proceeds for his/her room immediately

after the registration, however it is not complete till the time of post-registration

activities are completed.

5. Departure stage this stage guest settles their account by making payment

through a pre-established mode (like cash/card/travelers' cheque/voucher etc.).

The hotel should take great care to present all unpaid bills for payment and carry

out the whole procedure efficiently.

6. Post-departure stage.