Lecture 2 THE FRONT OFFICE
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Transcript of Lecture 2 THE FRONT OFFICE
The Front Office Organization and Functions
Lecture 2 AIREEN Y. CLORES, MBA/DBMHM
HRTM 133 INTRUCTOR
Objective:
• Organization set up of Front office• The F.O function and responsibilities• Identify the positions and its job
specification of each human resource in the front office.
Front Office Manager
SecretaryFront Office Manager
Assistant Manager
Guest Relation Officer
Telephone Supervisor
Chief Concierge Reservation
Manager
Reception Supervisor
Airport Supervisor
Airport Representative
Assistant Chief Concierge
Concierge
Bell BoyValet
Parkingattendant
Assistant Reception Supervisor
Senior Reception
Reception
Reservation Supervisor
Reservation Clerk
Assistant Telephone Supervisor
Telephone Operator
• FRONT OFFICE ORGANIZATIONAL CHART
Front Office Function
Front Office Manager(FOM)
Revenue Management
Reservations Guest Services Night Audit
Desk Staff Concierge Bell Staff
Corporate Owner
General Manager
Front Office Manager
Maintenance/Groundskeeper Controller
Housekeeper
Restaurant Manager
Night Manager
Pool Mgr
Desk Clerk
Cook Host
Pantry
Dishwasher
Wait Staff
Bus Staff
Maids
Housemen
Full Service Hotel
Corporate owner
General ManagerFront Office
Manager
Night Auditor
Desk Clerk
Maintenance Manager
Housekeeper
Maids Housemen
Small limited-serving lodge
Corporate Owner
General Manager
Front Office Manager
Night Auditor Desk Clerk
Standard Size Hotel
Pensioned House
Front Office Manager
SecretaryFront Office Manager
(Guest Relation Officer)
Telephone Supervisor
Reservation
Manager
Reception Supervisor
Concierge
Assistant Reception Supervisor
Reservation Supervisor
Assistant Telephone Supervisor
Resort
Front Office Manager
Secretary
Front Office Manager
Assistant Manager
Guest Relation Officer
Telephone Supervisor
Chief Concierge Reservation
Manager
Reception Supervisor
Airport Supervisor
Airport Representative
Assistant Chief Concierge
Concierge
Bell BoyValet
Parkingattendant
Assistant Reception Supervisor
Senior Reception
Reception
Reservation Supervisor
Reservation Clerk
Assistant Telephone Supervisor
Telephone Operator
Front Office Functions With Other Positions
Front Office Manager
Revenue manager
Establishing room ratesReservation managerManaging the reservation process
Desk staffGuest registration
ConciergeGuest information
Bell staff Guest assistance
Night auditor Managing the Front Office related accounting and
data collection process
Organization of F.O….
General Manager• the person in charge of
directing and leading the hotel staff in meeting its financial, environmental, and community responsibilities, develops and stylizes
• organization charts that fit his or her plan to meet the goals of the particular company
front office manager,• the person responsible for
leading the front office staff in delivering hospitality
• The executive ousekeeper, the person responsible for the upkeep of the guestrooms and public areas of the lodging property as well as control of guest room inventory items, keeps on top of new trends in controlling costs and effective use of personnel.
Responsibilities of Front Office
Functional areas
PMS & its management
Revenue & reservation management
Management of guest Services
Accounting for guests
Data management
Front Office: The PMS & Its Management
PMS: Computerized
system
Room rates, reservations, and room assignments
Guest histories
Reservations
Other selected guest services
Management information functions
Accounting information
Front Office: relationship with other departments
Front office
Maintenance
Controller
Banquets
Marketing and Sales
Food and Beverage
Housekeeping
Human Resources Management
Security
Front Office: relationship with other departments
Front office
Maintenance
Controller
BanquetsMarketing and Sales
Food and Beverage
Housekeeping
Human Resources Management
Security
Guest Histories
Room Status
Paid outs and Predicted House Counts
Financial transactions
Hotel
Mai
nten
ance
Ann
ounce
ment
board
s for e
vents
Financial transactions
Hotel and Guest
Security
Em
plo
yee n
eeds
How do front office coordinates with other departments in the
hotel?
Front office & Housekeeping Coordination
• Rooms information on occupancy level• The housekeeping department also receives
other important information from the front office, which require special attention: • VIPs in the House• GROUPS in the house• CREW in the house
Front office with other departments…..
• Maintenance & Engineering • Provision of engineering facilities and maintenance
to keep things in order• Security
• Responsible for handling emergency situations and secure safety and security of hotel property, staff and guests.
• Food & beverage department• Coordination with restaurants and banquet halls
with the • Coordination with HRD
• Requirements for rooms division staff, and other issues related to human resource
Stages: interactions and transactions between the guest….
Stages: interactions and transactions between the guest….
A day in the life of... reception and front desk staff - YouTube.flv
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See.Say.Smile. Training Video - YouTube.flv
Sequence of Front office Service
• · reservations,• · check-in and registration,• · mail and information,• · uniformed service and baggage
handling,• · telephone calls and messages,• · handling guest accounts, and• · check-out and bill settlement.
Front office personnel
• Functions• Roles • Responsibilities