Front Office Organisation

Function areas under The Front Office Organization

front office hotel manament study eshopitalitystudy

Reservation: While planning business or pleasure trips, people like to ensure that they will have a safe and comfortable accommodation at their respective destination. This can be achieved by booking a room of their choice in advance. The reservation section of the front office department of a hotel is responsible for receiving and processing reservation queries. Depending upon the level of automation, volume of business, and house custom, the procedure of processing reservation queries may differ from hotel to hotel.

A reservation manager, is assisted by a reservation supervisor and a team of reservation clerks or assistants, heads the section.

The term reservation means booking in advance. It blocks/reserves the room as per the requester’s specific data.

The function of the Reservation Section:

  • Receiving Reservation Request through various means like telephone, fax, e-mail, website, sales representative or central reservation department.
  • Processing reservation requests received from all means of the hotel’s property management system (PMS).
  • Depending upon the availability of desired room type and projected sales during and around the requested stay dates, the reservation request may be confirmed, waitlisted, or denied
  • Updating the room availability status after each reservation transaction, i.e, after each confirmation, amendment, and cancelation.
  • Forecast room reservation status.
  • Update the room availability chart.
  • Maintaining and updating reservation records to reflect accurate information about room status.
  • Preparing reservation reports for the management.
front office hotel manament study eshopitalitystudy

Reception/Registration Section-

This section is located in the lobby. The person handling this section is the Receptionist. GSA (Guest Service Officer) has direct contact with guests.

The section of the front office receives and welcomes guests on their arrival in the hotel, headed by a supervisor, and comprises a team of receptionists and front desk assistants.

The personnel of this section procures all the necessary information about the guest to complete the registration process.

After finishing the registration formalities, a room is assigned to the guest, and a bellboy carries the luggage and escorts the guest to her room. The entire process is carried out professionally in a warm and friendly atmosphere.

The functions of this section are-

  1. Warmly received all arrival guests.
  2. Complete registration formalities and perform guest check-in. Perform pre-registration formalities for a group, VIPs, and disable guests.
  3. Co-ordinate closely with the housekeeping department for clearance of department room, room change, and UR (Under Repaired) rooms.
  4. Issue VIP amenities voucher to the food and beverage service.
  5. Co-ordinate closely with the bell desk for luggage handling and room keys.
  6. Sending arrival notification slips to the concerned departments.
front office hotel manament study eshopitalitystudy
Source: The Decor Circle

Cashier
The cash and bills section records all the monetary transactions of the guest. It maintains guest folio and prepares the guest bills as selected by the guest at the time of departure. Cashier heads this section. It is also located at the front desk and handle by the front cashier.

The main functions of a cashier are as follows:-

  • Opening and maintaining of the guest folio.
  • Posting room charge in guest folio.
  • Recording all credit charges in guest folio.
  • Maintaining a record of the cash received from guests.
  • To change foreign currency as per rules and regulation of the hotel,
  • Preparing bills at the time of checkout.
  • Receiving cash/traveler cheques/ credit cards for account settlement.
  • Organizing foreign currency exchange for the settlement of a guest account.
  • To manage the safety deposit locker. (this is almost obsolete in the present scenario as each guest room is provided with an electronic safety deposit locker)

Travel Desk-

The travel desk takes care of travel arrangements of guests, like air-ticketing, railway reservations, sightseeing tours, airport or railway station pick up or drop, etc. The hotel may operate the travel desk or it may be outsourced to an external travel agency.

The function of the Travel Desk:

  • Arranging pick-up and drop services for guests at the time of their arrival and departure.
  • Providing vehicles on request to guests at pre-determined rates.
  • Making travel arrangements like railway reservation/ cancellation/ amendments, or purchasing air-tickets for guests.
  • Organizing half-day or full-day sightseeing tours in and around the city.
  • Arranging for guides who can communicate in the guest’s language.
Source: The Decor Circle

Business Centre

Modern technology has changed the pace of the information system. People can do their job in a home country from far countries. The role of fax, photocopying, and secretarial work is important and a hotel must provide these types of services to the guest.

There may be demand for guests to translate and interpret services as well as the hire of laptops, computers, and portable telephones in their rooms. The responsibility of such type of services comes under business services.

The arrangement of meeting rooms, conferences, is also one of the duties of business center staff. If the hotel has many non -English speaking guests, and then bilingual secretaries may be required in the business center.

The person who handles the business center is known as Business Centre attended

Functions of Business center-

  • A small reference library is there.
  • A room with computer and internet facilities.
  • Photocopying facility.
  • Typing and printing facility.
  • FAX is done
  • Communication facilities and services like STD, ISD, E-mail, internet, fax, Xerox, etc.

​Communication/ Telephone Section-

​The communication section maintains the communication network of the hotel, which is generally quite complex. The hotel may have its own private branch exchange, along with post and telegraph lines.

Earlier all outgoing calls were routed through a telephone operator. This was done to ensure proper accounting of outgoing calls.

Switchboard operators were required to place wake-up calls, monitor automated systems, and coordinates emergency communication.

With recent technological advancements in telecommunication, guests are able to make outgoing calls without routing them through the operator. There is a computerized call accounting system that charges the outgoing calls to the guest’s account.

Wake-up calls are also be registered on the system, which dials the guest’s extension at the pre-registered time and plays a pre-recorded message when answered.

Hotels can now manage with a lesser number of telephone operators per shift. The telephone operator, who answers incoming calls, protects the guest’s privacy and contributes to the hotel’s security program by not revealing the guest’s room number to any unauthorized persons. Many hotels also provide guest-paging services over the public address system. This system generally operates through the communication section.

With mobile, the guest very rarely, uses this service in present days. Nonetheless, due to network issues in remote areas this service is very useful.

The function of the Communication Desk:

  • Answering incoming calls
  • Directing calls to guest rooms through the switchboards/PABX system
  • Providing information to guest services processing guest wakeup calls
  • Answering inquiries about the hotel facilities and events
  • Protecting guests’ privacy

Uniformed Service

Employees who work in the uniformed service department of the hotel generally provide the most personalized guest service. Taken into consideration the degree of attention given to the guests by this department, Some Properties refer to these as Uniformed services others simply as Guest service.

While personal in reservations, front desk, and communications areas affect guest perceptions, it is often personal in uniformed service who make a lasting impression. Also, uniformed service staff is usually classified as “tipped employees”, Since a portion of their income is derived from guests’ gratuities!

The primary positions within the uniformed service department are:

  • Bell attendants– Persons who provide baggage services between service between the lobby area and the guest room.
    • Door attendants – Persons who provide curbside baggage service and traffic control at the hotel entrance.
    • Valet Parking attendants – Persons who provide parking service for guests automobiles
    • Transportation personnel – a person who provides transportation services for guests.
  • Concierges – Person who assists guests by making restaurant reservations, arranging for transportation, getting tickets for theatre, sporting, etc.

The uniformed services in the hotel include the bell desk team and the concierge.

Bell Desk: The bell desk is located very close to the main entrance of the hotel. This section is headed by a bell captain, who leads a team of bellboys (also called bell hopes) and page boys.

They handle the guest luggage from the guest vehicle to the lobby and to the guest room at the time of arrival and from their rooms to the guest vehicle at the time of arrival and from their rooms to the guest vehicle at the time of departure.

They escort guests to their rooms and familiarize them with hotel facilities, safety features, as well as in-room facilities.

The bell desk person is the last front desk employee who comes in

contact with guests at the time of their departure.

The function of the Bell desk

  • Handling guest luggage at the time of arrival and departure
  • Escorting guests to their rooms on arrival.
  • Familiarizing guests with safety features and in-room facilities.
  • Providing information to guests about hotel facilities and services when asked.
  • Locating a guest in a specified area of the hotel.
  • The bell desk section also handles the paging, delivers guest mail and messages to the concerned guest room.
  • Making sundry purchases like postage stamps, medicines, etc. for the guest.
  • Keeping guest luggage in the left luggage room if requested by the guest.
  • Checking if in-room amenities are in their original condition at the time of departure of the guest.

Door Attendants:

Door attendants play a role similar to bell attendants, they are dedicated to welcoming the guest to the hotel, They are generally found in the hotels offering world-class service / Luxury hotels / with 5 Star classification. 

A Skilled and experienced door attendant learns the names of frequent guests. When these guests return to the hotel, the door attendant is able to greet them by name and can introduce them to other front office staff. Such personal service enhances the reputation of the hotel and provides the guest with a unique experience. 

Some of the duties of the door attendants are:

  • Opening hotel doors and assisting guests upon arrival.
  • Helping guests and unload luggage from vehicles.
  • Escorting guests to the hotel registration area.
  • Controlling vehicle traffic flow and safety at the hotel entrance.
  • Hailing taxis, upon request.
  • Assisting with valet parking services.
  • Performing light housekeeping services in the lobby and entry area.

Valet Parking attendants :

Valet Parking is generally available at hotels offering world-class, Luxury, or 5 Star service. Specially trained employees should park guest and visitors cars. The personal attention and security of the valet parking service are considered both a luxury and a convenience.

Guest do not have to worry about finding a parking space, walking to the hotel in inclement weather, or finding their vehicles in the parking lot. Some hotels charge for this service. Hotels generally charge a higher fee for valet parking than for self-parking.  In addition to paying the higher fee for valet parking, guests are also likely to tip the Valet parking attendant for his service.

Valet parking attendants are also responsible for the security of vehicles being moved to and from the hotel entrance. Attendants should not take a car into their care without issuing a receipt to the guest. Usually in the form of a ticket. 

Vehicles keys must be kept in a secure area, and only issued by qualified personal. Cars should be only returned to the guests when they return the receipt or ticket issued by the attendant before they can receive their keys. If a key is lost or given to the wrong person, the vehicle can be rendered inoperable or considered stolen and the hotel may be held financially responsible for the same.

Transportation personal :

Transportation personal or Divers must be well trained and properly licensed to operate the vehicle. Since these drivers are sometimes the first contact the guest will have with the hotel, it is important for them to be polite, efficient, and knowledgeable about the property. Drivers should also offer according to the weather hot /cold towels and packaged drinking water to the guest. It is generally customary for drivers to provide some information about the hotel while in transit, either through a live spoken presentation or a pre-recorded audiotape. 

Drivers should also help guests entering and exiting the vehicle. Experienced drivers efficiently and carefully load guest luggage into the van. Drivers should also inform the hotel before the guests reach the hotel. This allows the hotels to prepare and keep ready the check-in procedures before the guest arrives at the hotel.

Concierge

A concierge is a hotel employee who provides information and personalized services to guest like dinner reservation, tour and travel arrangements and obtaining tickets for special events in the city, etc. A concierge is often expected to achieve the impossible; dealing with any request a guest may have, relying on an extensive list of personal contacts with various local merchants and services providers.  

Functions of Concierge.

  • Making reservations for dining in restaurants.
  • Obtaining tickets for theatres, musicals, sporting events, etc.
  • Arranging for transportation by limousine, car, coaches, buses, airplanes, or trains.
  • Providing information on cultural and social events like photo exhibitions, art shows, and local places of tourist interest.

Information Desk-

It is located at a front desk and responsible for handling mail and messages with room keys. It also provides information regarding outside and inside of the hotel’s rules and regulations, facilities, services. It also handles the e-mail, fax, Xerox machine, cable through the business center.

  • The function of the Information Desk
  • Maintaining resident guest rack.
  • Handling guest room keys.
  • Coordinate guest mails, telegrams, faxes, couriers, parcels, etc.
  • Providing information to guests regarding hotel facilities and services, city information, etc.
  • Handling guest messages.
  • Paging guests.]

Front Office Department

​The front office may be regarded as the show window of the hotel and hence must be well designed in the first place and maintained in an organized and orderly manner. Regardless of how the hotel is organized, the front office is always an essential “focal point”.

The front office is the place where the guest is received, provided information, hi/her luggage handle, his account settled at departure, handling guest complaints and suggestions are looked after.

The front desk is the link between hotel to guest and guest to hotel. The hotel has two sections-

  1. Front of the house
  2. Back of the house

The front of the house is the portion where the guest comes in direct contact during his/her stay.

Back of the house is generally accounting department, food production (all Kitchens) maintenance depart, laundry, housekeeping, etc.

The front office is the main controlling center of all guest services and also coordinates the back office function.

Front Office Operations

There are two categories of Front Office Operations:

  1. Front-House Operations-

These operations are visible to the guests of the hotel. The guests can interact and see these operations, hence, the name Front-House operations.

A few of these operations include:

  • Interacting with the guests to handle the accommodation requests.
  • Checking accommodation availability and assigning it to the guest.
  • Guest registration and collecting required information.
  • Creating a guest’s account with the FO accounting system.
  • Issuing accommodation keys to the guest.
  • Settling guest payment at the time of check-out.
  1. Back-House Operations-

Front Office staff conducts these operations in the absence of the guests or when the guest’s involvement is not required.

These operations involve activities:

  • Determining the type of guest (fresh/repeat) by checking the database.
  • Ensuring the preferences of the guest to give a personal touch to the service.
  • Maintaining guest’s account with the accounting system.
  • Preparing the guest’s bill.
  • Collecting the balance amount of guest bills.
  • Auditing and generating reports.

Functions and importance of Front Office-

Fedrick Gordon, a famous hotelier and the owner of one of the biggest chains of hotels, has said-“you can rely on it that the backbone of the hotel business is selling apartments”. Front Office is one of the two major departments which provide revenue in a hotel, the other being Food and Beverage department.

Front Office generates nearly 60 to 70% of the revenue for the hotel.  Hence, one of the major functions of the Front Office is selling accommodation. Front Office coordinates with each department to provide seamless service to guests. It monitors guest cycles and coordinates with all guest services such as mail and message handling, information, guest accounting, and bill settlement, etc.

Safety and security of guest and his/her belongings, maintaining relationships with travel agents, tour operators, airlines, and other hotels is the responsibility of the front office.

Pre-arrival

It is the stage when the customer is planning to avail accommodation in the hotel. In this first stage, the customer or the prospective guest enquires about the availability of the desired type of accommodation and its amenities via telephonic call or an e-mail. The customer also tries to find out more information about the hotel by visiting its website.

At the hotel end, the front office accounting system captures the guest’s information such as name, age, contact numbers, probable duration of stay for room reservation, and so on.

Arrival

The front office reception staff receives the guest in the reception. The porters bring in the guest luggage. For the guest with a confirmed reservation, the front office clerk hands over a Guest Registration Card (GRC) to the guest and requests the guest to fill in personal information regarding the stay in the hotel. The clerk then registers the guest in the database thereby creating a guest record and a guest account along with it. Later, the clerk hands over a welcome kit and keys to the accommodation. After the procedure of registration, the guest can start occupying the accommodation.

Occupancy

During occupancy, a front office accounting system is responsible for tracking guest charges against his/her purchases from the hotel restaurants, room service, bar, or any outgoing telephone calls made via the hotel’s communication systems. The front office staff is responsible to manage and issue the right keys to the accommodations to the right guests. At guests’ request, the staff also arranges for transportation, babysitting, or local touring while the guest is staying in the hotel.

Departure

During guest departure, the front office accounting system ensures payment for goods and services provided. If a guest’s bill is not completely paid, the balance is transferred from the guest to non-guest records. When this occurs, the collection becomes the responsibility of the back office accounting division.

At the time of guest departure, the front office staff thanks the guest for giving them an opportunity to serve and arrange for handling luggage. In addition, if the guest requires airport or another drop service, the front office bell desk fulfills it.

FRONT OFFICE HIERARCHY

front office hotel manament study eshopitalitystudy
Source: The Decor Circle

The number of staff working under the front office manager. The structure of the front office department depends on the size of the hotel business, the physical size of the hotel, and the hotel management policies.

Following is the general structure of the front office department:

Overview of responsibilities of the different staff of front office department:

Front Office Responsibilities

  • Directs and coordinates the activities of the FO department.
  • Ensuring guests’ satisfaction.
  • Creating guests’ database.
  • Perform the function of a link between the management and front office employees.
  • Perform budgeting function.
  • Planning present and future needs for the resources.
  • Schedule the tasks of the front office employees.
  • Resolve guest problems quickly, efficiently, and courteously.
  • Reviews all the reports generated by all the sections include the night auditors report.
  • Coordinate with the sales and marketing team to ensure maximum sales and profit.
  • The front office staff handles the transactions between the hotel and its guests.
  • Creating a great first impression in guests’ minds.

Qualities of Front Office Staff-

  • Pleasing personality
  • Smiling face
  • Positive attitude
  • Punctual
  • Hard-working
  • Good Personal hygiene
  • Honest
  • Good communication skills
  • Calm, courteous
  • Salesmanship
  • Good memory

DUTIES & RESPONSIBILITY OF FRONT OFFICE STAFF

 Front Office Manager

Time Management: One of the most important functions of the Front Office Manager is Time Management. The nature of the Front Office job is such that he is usually crowded with various jobs and he often loses control over his time. He should be able to match the job needs to time available for effective and efficient performance. Time is a unique resource (24 hrs a day) and in highly perishable resources and its supply cannot be increased. For maximum utility, the manager should first understand how he is utilizing his time currently and then decide how he should spend his time.

Further, he should understand that some of the time-wasters are:

  • Interruptions
  • Meetings
  • Crises Management
  • Lack of objectives, priorities, and deadlines
  • Personal disorganization,
  • Ineffective delegation
  • Indecision and procrastination
  • Complicated procedure and
  • Commuting etc.

The strategies for Time Management include and means

  • Increase your discretionary time
  • Be time conscious
  • Plan days’ work
  • Hold priority meetings
  • Have prime time for “A’ class jobs
  • Fragment workday
  • Do one job at one time
  • Say frank No if need be
  • Use time-saving equipment
  • Delegate work
  • Develop self
  • Keep diary etc.

Further making a daily plan of action is important by outlining work for the next day at the end of each day. Listing all activities for the next day under the ABC category as per the urgency and importance of the job. List activities that should be carried out, and timed at which they can be best done. It is important to make flexible plans to fit in emergencies. Next, follow the plan and at the same time review the plan from time to time for any changes and improvements. Here it is important to note that as per scientific deductions, normally a person works only for 16 years and 8 months in a span of 70 years of age, and hence time management is very important.

In addition to this, the job description of a front office manager include the following:

  • Directs and coordinates the activities of the front office department. Which includes room reservations, guest room assignments, mail, and information.
  • Reports to the management ‘(either manager or executive assistant WW) and is, wholly responsible to him for the daily functions of the front office.
  • Maintains and/or develops applicable operation procedures involving both convention and non-convention reservations, controlling of open and closed dates, availability and condition of rooms and suites, guest arrival patterns, control of keys, receipt, and flow of mail and messages to ensure efficient methods and liaison between department sections and shifts.
  • Must understand the functions of, and be able to cooperate with closely related departments such as front office cashiers, assistant manager. Credit, sales, housekeeping, service, and inter-hotel reservations.
  • Meets with executive management and supervisors from these and other departments at regular intervals to plan and coordinate hotel housing activity.
  • Works closely with various convention group secretaries to aid their planning of arrival and guest housing.
  • Meets with individual guests or convention group representatives on problems of room assignment, price, and location.
  • Prepares reports to the management and other supervision relative to anticipated room’s occupancy, reservation pattern, expected check-in, and out.
  • Responsible, along with the personnel department, for the employment and training of staff.
  • Aids and promotes in carrying out hotel-employee relation policies such as courtesy program, work performance records, vacations, etc.

And some more- ​

  • All administrative tasks
  • Hiring staff
  • Training
  • Giving appraisals
  • Ensure smooth functioning of the department
  • Make departments budget and cost control system
  • Forecasting room sales; and maintaining business relationships with regular corporate and community leaders Monitor reservation systems to maximize occupancy, sales, and revenue
  • Conduct department meetings
  • Check arrivals, departures, and review all reports of the FO department.
  • The front office manager works with an assistant front office manager, a night auditor, a reservations manager, and a bell captain to tend to the details of running an efficient department.
  • The front offices a pivotal point in communication among in-house sales, delivery of service to the guest, and financial operations.

Assistant Front Office Manager

  • Assists front office manager in supervising and coordinating the day-to-day operations of the front office staff and resolves internal problems.
  • Co-ordinates staffing of mail and information and reservation clerks with their supervisors.
  • Arranges schedules of room salespeople.
  • Liaises with the sales department for present and future convention and group bookings.
  • Corresponds with future guests and blocks suites and special requests for large conventions.
  • Deals with problems arising from guest complaints and reservation and room assignment activities.
  • Interviews and hires applicants.
  • Responsible also for any miscellaneous duties assigned by the front office manager.
  • Assumes the responsibilities of the front office manager upon his absence.
  • Check daily reports, arrival lists, departure lists, VIP arrival, group arrivals
  • Update FO manager about the happenings
  • Coordinating with other departments like HK, sales, F&B

Reservation Manager/Assistant Manager Reservation

  • Supervises and answers inquiries of reservations agents.
  • Maintain the reservation records
  • ​ Share the information with other departments like sales F&B
  • Arranges schedules of reservations agents.
  • Maintains close liaison with secretaries of major companies that do business with the hotel. Frequently called upon to entertain these secretaries.
  • Types and processes reservation requests received by phone or email.
  • Types and files reservation slips. Type’s confirmation slips.
  • Opens and routes all mail addressed to the front office. Timestamps all correspondence.
  • Keeps a record of all reservations and makes a monthly room nights report; besides, prepares a half-year report of all accounts and their respective production.
  • Prepare the expected arrival list, departure list for the day
  • Fill registration cards, guest history card
  • Give the information to the receptionist
  • Prepare guest folder having reservation documents, emails, and messages

Lobby Manager

  • Schedules the duty roster and determines justification for manpower strength.
  • Handles guest complaints, and ensures that the front office has good relations with all departments. Coordinates with various departments for effective guest handling.
  • Co-ordinates with the front office (reception and information) to facilitate rooming and departure of guests and front office cash (to allow credits).
  • Does liaison between the travel counter, airlines regarding arrival and departure of flights. Takes constant rounds at night of all operating areas to ensure smooth functioning.
  • Passes credit bills in the absence of assistant front office manager.
  • Trains all staff under him, and trainees as well.
  • Co-ordinates with the security and ensures that no unwanted happening takes place in the hotel.
  • Attends general manager’s meetings.
  • Completely responsible for all going-on in the lobby, and operating public areas and rooms at night as well.
  • Ensure smooth check-in and check-out
  • Ensure smooth functioning of the lobby

Guest Relation Executive-

  • ​Take feedback from guests
  • Maintain guest feedback forms
  • Maintain guest comment cards
  • Handle VIP arrivals
  • Placing amenities: After GRE has checked the VIP status; she selects the type of amenity and then sends the amenity voucher to the concerned departments.
  • Checking the room: Once the room has been cleared by housekeeping and room service has placed the amenities the GRE checks the room to ensure that it is perfect in all aspects.
  • Welcoming the guest by addressing the name.
  • Escorting the guest to the reception and assist them in taking as much information from the guest as possible on arrival.
  • Escorts the guest to the room and explains the features of the room.
  • After few minutes of rooming the guest, the GRE gives the guest a welcome call to get brief feedback about accommodation.
  • Ensure that guests leave with a positive image of the hotel
  • Check any complaints and inform the department

Receptionist-

  • ​Greet the guests on arrival
  • Confirm the identity of guests
  • Fill the registration form
  • Assign room
  • Prepare room status report and check discrepancy with housekeeping
  • Process request for check out
  • Inform late checkout, early check out to HK department
  • Give information about the hotel, facilities, and the city to the guest

Cashier-

  • Prepare guests’ bill
  • Update guest transactions daily
  • Exchange foreign currency
  • Make closing balance account at end of shift
  • Maintain house bank

Telephone Operator-

  • Answer the calls directly
  • Direct incoming calls to the extension number, department, etc
  • Answer the queries about the hotel and its services
  • Log all wake-up calls
  • Handling guest messages
  • Handling outgoing calls
  • Handling calls from the rooms/guests

Front Office Assistants

(i) Reservation Assistants:

  • Courteously and promptly, handle all reservations on phone, by mail, telex cable, and computer, etc.
  • Up-date the reservation register/records to have an updated inventory of room availability. (Receive and store information)
  • Type out reservation slips and maintain reservation racks and correspondence tiles and in case of computers update information in computers.
  • Carry out amendments and cancellations intelligently and accurately.
  • Keep the availability status chart updated.
  • Display reservation position on “Flash Board”.
  • Check on reservation stationery and keep a satisfactory par stock if the same.

(ii) Reception/ Registration Assistants:

The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place and is unfriendly. hostile and indifferent attitude may convert the guest’s experience into an unpleasant and uncomfortable stay. If the front office is the hub of the hotel then the receptionist is aptly called the person who keeps this hotel world moving.

  • Be informed on daily room status. Have detailed information regarding arrivals, their room requirements, and expected departures of the day.
  • Check-up VIP reservations and issue VIP amenities, a voucher for fruits and flower beverages, etc., and any other special requests.
  • Prepares all records connected with pre-registration for VIP, invalids, and old people
  • Handle group/crew registration as per laid down procedures as well as FIT.
  • Maintain a satisfactory part of all registration of stationery.
  • Room all arrivals using arrival errand cards.
  • Constantly update room rack/information rack.
  • Type out permanent arrival slip after registering guests and slot in racks.
  • Open out guest folio without delay and transmit it to the front office cashier himself or send the GR. card to cashier for opening the guest folio.
  • Maintain room fates absolutely current and up-to-date.
  • Prepare room discrepancy report and ensure a double-check through lobby attendant Work closely with information assistants.
  • Give all departure rooms to housekeeping promptly. Take all cleared rooms promptly from housekeeping.
  • Take room reports/occupancy statistics and maintain an inventory of rooms.
  • Receive and greet the guest. The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place, while his unfriendly, hostile and indifferent attitude may convert the guest experience into an unpleasant and uncomfortable stay. If Front Office is the ‘Hub’ of the hotel then the receptionist can be aptly called the person who keeps the hotel world moving.
  • Sell higher-priced rooms and other hotel facilities through trained salesmanship and assign rooms.
  • Help room service and telephone departmentally to racks.
  • Handle scanty baggage diligently.
  • Know color codes used in reception.
  • Know room history, namely location, kind, rate, theme, if any, and the view each room commands.
  • Set up and posts the guest accounts in small hotels.
  • Deal with cash, credit cards, and checkouts and perform cashiers function in a small hotel.
  • Provide safekeeping for guest valuables.
  • Deal with complaints and emergencies.

(iii) Information Assistants:

  • Distribute room keys to registered guests in the hotel when the arrival errand card is presented.
  • Answer incoming calls for guests and report all messages.
  • Handle all guest mail, information, parcels, telegrams as per laid down procedures Answer queries on house facilities and places of tourist interest.
  • Keep information aids like time-table, road maps, hotel guide, etc.
  • Help in paying guests.
  • Receive and give information.
  • Maintain log for guest and staff information.
  • Maintain guest racks alphabetically.
  • Sell hotel facilities through trained salesmanship.
  • Sign departure errand cards in acknowledgment of receipt of room key from a departing guest.
  • Report keys not retrieved or lost to the front office manager at once.
  • Maintain close contacts with housekeeping, engineering, lobby, food and beverages, and other coordinating departments.

Night Manager

  • Supervises the operation of the hotel through the night.
  • Represents management when decisions must be made during these hours.
  • Answers inquiries concerning hotel services and facilities and deals with complaints.
  • Maintains the reputation of the hotel by refusing or ejecting undesirables.
  • Assists cashiers with questions of credibility.
  • Dispatches security officers to investigate disturbance or investigates himself.
  • Receives articles and maintains a ledger of articles turned-in for the Lost and Found Department.
  • Maintains logbook noting unusual occurrences.
  • Checks function board for accuracy.
  • Keeps a close watch on night clerks.

Night Clerk

  • Registers and assigns room to guests.
  • Gives and receives keys maintaining a “key control”.
  • Answers inquiries over the telephone and in-person about hotel services and registration of guests.
  • Arranges for room changes as necessary.
  • Makes and confirms reservations received in person, over the phone, or on the teletype machine.
  • Balances room revenue with night auditor.
  • Completes numerous reports for management analysis through the following procedures. Prepares night clerks summary, three days, seven days, or fifteen days forecast, and VIP list.
  • Verifies guest origin and source of business on previous day check-out cards.
  • Completes reports on the geographical surveys.
  • Checks the room racks against the information board (Concierge) and telephone operator’s board for omissions and sleepers.

Bell Captain

Job Summary -To organize, supervise, and control all lobby services to guest satisfaction in a shift.

Job Specification

  • Supervise the lobby attendants. Control their movement and activities on the lobby attendants’ control sheet.
  • Take attendance and prepare staff schedules to meet exigencies of work.
  • Advise the assistant manager-lobby periodically on the performance of lobby attendants, and at times provides information to the guest.
  • Attend to guest complaints and handle telephone calls in the absence of assistant manager-lobby.
  • Handle left luggage formalities and maintain the baggage checkroom.
  • Train lobby attendants to maximize departmental efficiency.
  • Organize and supervise check-in/out baggage formalities of groups, crews, etc. Control the sale of postage stamps and stationery to guests.
  • Maintain a record of all guests with “scanty baggage” and inform the assistant manager lobby and front office.
  • Assist security in lobby surveillance.
  • Conduct daily briefing of lobby attendants.
  • Co-ordinate and control the distribution of morning newspapers.
  • Supervise the storage of essential medicine prescribed by the house doctor and be accountable for the issues made. Keep lobby clean at all times.
  • Keep baggage neatly and orderly at the specified places.

Bell Boy and Night Porter-

  • The night porter will specifically take care of the cleaning of walls, carpets, furniture, etc.
  • May also take charge of some snacks, hot and cold beverages service in a small hotel
  • Make sure that the doors, windows, etc. are closed at a specific time and
  • Also, make a note of all the midnight and early morning departure rooms so that properly their luggage is handled.

Job Summary- To execute porter and other lobby services as determined by the management during the day and night shift.

Job Performed

  • Report to bell captain.
  • Handle guest arrival.
  • Take the baggage from the car on the porch/gate to the room.
  • Put luggage tag on bags and luggage on group arrival
  • Escort the guest to the room on arrival.
  • Place the baggage in the room, on the luggage rack.
  • Explain the operation and control of light switches/air-conditioning etc. to the guests and switch them on.
  • Handle departure of the guest (through use of departure errand card).
  • Under instructions from the bell captain, bring the baggage down from the room on departure. Check the room to ensure that the guest has left no articles in the room by mistake.
  • Switch off all lights and air-conditioning.
  • Obtain clearance from the front office cashier on the errand card regarding the bill i.e. paid/signed by the guest.
  • Ensure the collection of keys from guests at the time of check out and obtain clearance from the information section.
  • Check for mail, messages for departure guests and, if available, collect and give mail or messages to departing guests.
  • Take the baggage and place it in the car at the porch/gate.
  • Handle errands requested by guests and front office staff.
  • Track/keep eye on unwanted guests in the hotel.
  • Attend the instructions of the supervisor.
  • Handle baggage of guests when they are shifting to another room.
  • Distribute newspapers to guest rooms and selected offices.
  • Keep the lobby area clean and clear to ensure smooth traffic flow

Page Boy

Job Summary – Welcomes guests, opens/ closes the front entrance doors. Assists guests in elevators.

Key Responsibilities – Stations himself at the side of the main door along with the door attendant; opens and closes lobby door for guests and assists them. Pages guests in the lobby. Performs any other duties as may be assigned, usually all duties of bellboy or porter.

Minimum Requirements – Ability to communicate in English. Pleasing personality.

Concierge

It is a French word and as per the dictionary, the word means doorkeeper-porter. The word also refers to hospitality. In some hotels in India, it is used in a broader sense and refers to a person who has a desk called ‘The desk of concierge’ which is in the lobby of the hotel. It is an extended arm of the ‘Information counter’ and provides all that information when longer interaction with a guest is needed, such as planning itinerary, etc. The concierge may also handle room keys and does paging of guests Calls guests (after they have been roomed) to ask whether they require any immediate service.

Job Specification

  • The concierge can be called a ‘Man-about-town or ‘Mister-know-it-all’. Unusually resourceful and knowledgeable about the hotel and the surrounding.
  • It should be equipped with brochures, travel facilities information, sightseeing. shopping and other such things for assisting the guest.
  • He is required to make airlines booking, taxi booking, and planning of itineraries, etc. for guests and offers accurate and informative facts and opinions to the guests
  • Serves as guest’s liaison with hotel and non-hotel services.
  • Provides a personal approach to guest services Takes charge of all packets/ tickets for guests and ensures follow-up.
  • Prepares daily summary reports and checks daily mom position of suites. Introduces and sells all hotel services and facilities to the guests.
  • Reviews and follow up any incidents and complaints of guests and coordinates with the guest services manager.
  • Coordinates with airlines and reconfirms the departure details of the crew and arranges for transport for them.
  • Arranges for hotel doctor as and when required
  • Maintains an up to date “LOGBOOK “
  • Arranges welcome drinks for all arriving groups and ensures that these drinks are served promptly.
  • To have a complete understanding of policies and procedures relating to fire, hygiene, health, and safety.
  • To have a complete understanding of the hotel employee’s handbook and adhere to regulations contained within the book.

Doorman/Commissionaire/Link Man/Carriage Attendant

Job Summary. To greet guests upon arrival and welcome them. To bid farewell upon departure and thank all the guests. His place of duty is outside the main entrance of the hotel

Responsibilities

  • First staff to greet the guest in a hotel.
  • Calls taxis for guests and flags down the meter to ensure maximum guest satisfaction.
  • Opens doors on arrival cars/ taxis then greet and welcome guests with a smile.
  • Brings umbrella if needed.
  • Checks baggage before the car or taxi leaves.
  • Ensures smooth traffic flow in the porch and ensures that the porch is always clear.
  • Provides other information about the hotel and city. No information should be given unless appropriate and correct.
  • Calls for cars parked in the basement.
  • Keeps the keys of incoming guest car orderly.
  • Checks taxis to ensure that the guest has not left any belongings.
  • Should know driving to assist the guest in case of an emergency.
  • Performs any other duties as may be assigned.
  • Responsible for the cleanliness and orderliness of the front area of the hotel and around it.
  • Checks the luggage out pass before allowing the bell boy to load the luggage in a car or taxi at the time of departure and maintains a car register.

Guest service executive-

Responsible for guest services such as hell desk, concierge desk, and guest transportation and ensures the smooth running of these areas.

Key responsibilities-

Prepares duty schedules for the above area staff and supervises their routine and special work. Keeps information folder updated and keeps the GR. cards and room keys of pre-registered guests ready. It also looks after the training program for new staff. Handles complaints. Keeps an eye on the tidiness of the lobby area. Prepares daily summary reports and circulates them to EAM, and F. O.M., etc. Ensures that amenities are sent in time to the VIP rooms before their arrival. Meets and escorts VIP to their room at check-in.

Crew coordinator-

 Responsible for keeping the crew lounge clean and ensures that all services are planned and he is in constant touch with the crew to answer their queries Helps them to arrange sightseeing, tours, and shopping for crew and group members, and handles their complaints and suggestions. Ensures their ‘Wake-up call’ is given on time. It also ensures that the ‘crew rooms’ are blocked before their arrival and am ready on time. Keeps liaison with crew members. He is responsible for the necessary equipment in the crew lounge.

Personality Traits: 

The most common answer to the question “Why did you decide to become a receptionist?” is, because you wanted to meet people.

Now, to be successful in any human relationship you must reflect these characteristics: 

  • A warm personality, and smart appearances.
  • A keen interest in people, and a polite and courteous nature
  • Poise under pressure, keeping his cool and problem solver.
  • A desire to be helpful, but also diplomatic and tactful.
  • The ability to listen, hard-working, and punctual.
  • A willingness to reflect management policy should be able to make quick decisions, The ability to get along with co-workers, and a pleasant approach, and a good motivator and coordinator.
  • A desire to be liked, with good public relations qualities.
  • The ability to help another employee without resenting it or showing imitation. You should be confident, analytical, intelligent and a good salesman.
  • Neat personal habits.
  • Good memory (should be able to remember names of regular guests)
  • Knowledge of languages.
  • Numerical ability.
  • Reference point.
  • Image Builder.

Standing behind the front desk and meeting any of the dozens of problems that arise in a hotel requires a reserve of energy.

Keep your reserve built up by common-sense rules of living:

  • Get plenty of sleep.
  • Do not drink. If you must, be moderate.
  • Do not smoke, at least not on the job.
  • Be positive.
  • As a Front Office Personnel, you will be the first person who meets the guest in a hotel. The first impression forms a lasting impression. So make sure that the guest gets a positive impression from the moment he walks in.

Some points to remember: 

  • Avoid all controversial questions. You can afford to win arguments, but not in the hotel business.
  • Be oblivious to guests’ mistakes. Say, “I’m sorry, I didn’t make it clear”. Do not say. “You are wrong” or “You misunderstood me”. Instead, say, “Sorry sir, I could not make myself clear.”
  • Do not criticize competing hotels. This never helps anyone, including yourself.
  • Cancel all “Yeah”, “Okays” and “Noes” from your vocabulary, i.e. do not use slang.
  • Speak positively. Every negative reply can be rephrased: “One moment Please” is a great improvement over “Wait a minute”.
  • Refer to men guests as gentlemen, females as ladies.
  • Immediate attention to the traveler is a form of respect to which he is entitled.
  • Last, but not least, a sincere smile is and has been a tradition of the hotel business.

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