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Organization of the Front Office Department

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Front Office Departments

1. Front Desk / Reception / FD Cashier2. Bell Service / Concierge / Porters3. Transportation (part of BS)4. Guest Service Centre / Call Centre5. Club Floors / Club Level / Executive Club6. Business Centre7. Guest Services8. Night Audit9. Reservations (can be part of S&M)

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Main Function of FO

To support and facilitate guest transactions and services during the different stages of a guest’s stay.

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Phases of Guest Cycle

Pre-Arrival

Arrival

Occupancy

Departure

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The Interaction between Guests and the Front Office

Pre-arrival

ArrivalOccupancy

Departure

Reservations

Doormen and porters

Guest Cycle

Registration

Roomassignment

Issuing of keys

Baggage handling

Safe deposits

Maintaining guest accounts

Telephone calls

Transportation

Mail and information

Baggage handling

Transportation

Bill settlement

Check out

Reservation Office

Reception

Porters

Reception

Porters

GSC

Front Desk Cashier

Front DeskCashier

Porters

Currency exchange

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Front Desk Department Functions

1. Sell guest rooms, register guests, and assign guestrooms2. Process future room reservations, when there is no

reservations department or it is closed.3. Coordinate with guest services4. Provide information about the hotel, the surrounding

community, and any attractions or events of interest to guests

5. Maintain accurate room status information6. Maintain guest accounts and monitor credit limits7. Produce guest account statements and complete proper

financial settlement

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Front Desk Work Shifts

Day Shift: 7 a.m. --- 3 p.m.

Evening Shift: 3 p.m. --- 11 p.m.

Night Shift: 11 p.m. --- 7 a.m.

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Job Descriptions

List all tasks that are required of a work position. May also outline reporting relationships, additional responsibilities, working conditions, necessary equipment and materials, and other important information specific to the place of employment.

What will you need to do?

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Use of Job Descriptions

• In evaluating job performance• As an aid in training or retraining employees• To prevent unnecessary duplication of duties• To ensure that each job task is performed• To help to determine appropriate staffing levels

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Job Specifications

List the personal qualities, skills and traits an employee needs to successfully perform the tasks outlined in a job description.

What do you need to have/know in order to do your job?

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Job Specifications for FO

• Professional behaviour• Outgoing personality• Helpful attitude• Good diction, grammar, and speaking tone• Flexibility• Well-groomed appearance• Willingness to learn• Orientation to detail

Often include the following characteristics:

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The Unprofessional

• Watch the video again and check which duties from Job Description list (handout) the FD agent did not fulfill?

• Double-check which mistakes did the FD agent make.